Legal

Terms of Service

Last updated: 7 October 2026

1. About these Terms

These Terms of Service ("Terms") govern the use of Wakten, an online booking and patient-management platform for clinics, doctors, dentists, wellness centres and other health and care professionals (the "Service"). The Service is provided by WAKTEN LTD, a company registered in England and Wales under company number 17501914, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("Wakten", "we", "us", "our").

These Terms are a contract between Wakten and the business that signs up for the Service (the "Customer", "you"). By creating an account, accepting these Terms in the sign-up process, or using the Service, you agree to them on behalf of the Customer, and you confirm that you have authority to do so.

Section 17 applies to patients who book appointments through a Customer's booking page. The rest of these Terms apply to Customers and their staff.

2. Definitions

3. Who can use the Service

The Service is for businesses and professionals only. By accepting these Terms, you confirm that the Customer is acting for purposes of its trade, business or profession, and not as a consumer.

Users must be at least 18 years old. You must be legally entitled to provide the services you offer through Wakten, and you remain responsible for holding any licences, registrations and insurance your profession requires.

4. The Service

Wakten lets Customers manage patients, practitioners' schedules and appointments, and publish a Booking Page through which Patients can book online. We may add, change or remove features over time. If we remove a feature that is material to the Service, we will give you reasonable notice.

Some features may be labelled as beta, pilot or preview. These are provided as they are, may change or be withdrawn at any time, and are not covered by any commitment in section 11.

New Locations are added to a Customer's account by Wakten on request, not by the Customer directly.

4.1 Wakten is not a healthcare provider

Wakten is a software tool. We do not provide medical, dental or other healthcare services or advice, and we are not a party to any relationship between you and your Patients. You are solely responsible for:

• the healthcare and other services you provide, and all clinical decisions;

• the accuracy of the information you publish, including services, prices, practitioners and availability;

• keeping any medical or clinical records that the law or your professional rules require you to keep, in the form they require; and

• confirming, managing and honouring the appointments made through the Service.

The Service must not be used for medical emergencies. Your Booking Page and communications must not suggest that it can be.

5. Accounts and Users

• You must give accurate information when you sign up and keep it up to date.

• Your administrator controls who can access your account and what each User can do. You are responsible for all activity under your account and for your Users' compliance with these Terms.

• Each User must have their own login. Users must keep their credentials confidential and must not share accounts.

• You must tell us promptly at contact@wakten.com if you believe your account has been accessed without permission.

• You must remove a User's access promptly when they no longer work for you or no longer need access.

6. Fees and payment

Fees, billing frequency, payment terms, the subscription period and any pilot or trial arrangements are set out in a separate agreement, order form or written offer between you and Wakten (the "Customer Agreement"). You must pay the fees in accordance with your Customer Agreement.

If we give you free access, for example during a pilot, paid use only starts once you agree to a Customer Agreement with us.

7. Your data

You own the Customer Data. You give us a licence to host, copy, process and display Customer Data only as needed to provide, secure and support the Service, and as instructed by you.

You are responsible for the Customer Data, including that it is accurate, that you have the right to enter it into the Service, and that collecting and using it complies with the law and your professional obligations.

We may use aggregated or anonymised information that does not identify you, your Users or any Patient to operate, analyse and improve the Service. We never use Patient data for our own marketing or advertising.

You can export your Customer Data while your account is active. If you need help with an export, contact us.

8. Data protection

For Customer Data that is personal data, you are the controller and Wakten is your processor. Our Data Processing Agreement ("DPA") forms part of these Terms and sets out how we process that data, including our security measures, our sub-processors, how we help you respond to requests from individuals, and how we notify you of personal data breaches.

As controller, you are responsible for:

• having a lawful basis for processing your Patients' data, including any health information;

• giving your Patients the information the law requires about how you use their data, including a privacy notice that applies to your Booking Page;

• making any registrations or declarations that your local data protection authority requires, naming Wakten as your processor where required; and

• only entering into the Service the personal data you need. Do not use free-text notes to record more health information than is necessary.

Our Privacy Policy explains how we use personal data for our own purposes as controller, for example data about your Users and our business relationship with you.

9. Acceptable use

You must not, and must ensure your Users do not:

• use the Service for anything unlawful, fraudulent or harmful, or in breach of anyone else's rights;

• send spam or unsolicited marketing to Patients through the Service, or contact Patients without a lawful basis;

• upload malicious code, or try to gain unauthorised access to the Service, other accounts or our systems;

• probe, scan or test the Service for vulnerabilities, or overload or disrupt it, without our written permission;

• copy, modify, reverse engineer or create works based on the Service, except where the law allows it;

• resell, sublicense or provide the Service to third parties, or use it to build a competing product; or

• publish false, misleading or offensive information on your Booking Page.

10. Intellectual property

Wakten and its licensors own all rights in the Service, including the software, design, branding and documentation. These Terms do not transfer any of those rights to you. We give you a non-exclusive, non-transferable right to use the Service for your internal business purposes while these Terms are in force.

You give us permission to show your business name, logo and public details on your Booking Page and in the Service. We will only name you as a customer in our marketing with your consent.

If you send us suggestions or feedback, we may use them freely without any obligation to you.

11. Availability and support

We will use reasonable efforts to keep the Service available and to fix faults, but we do not guarantee that it will be uninterrupted or error-free. We may need to carry out maintenance, and we will try to do so at times that minimise disruption and give notice of planned downtime where we can.

Support is provided by email at contact@wakten.com. We will respond as soon as reasonably possible.

The Service relies on third-party providers, for example for hosting, email delivery and sign-in with Google. We are not responsible for their services, but we choose them carefully and they are bound by our DPA where they process Customer Data.

12. Confidentiality

Each party will keep confidential the other's non-public business, technical and financial information that it receives in connection with these Terms, and will only use it to perform these Terms. This does not apply to information that is or becomes public through no fault of the receiving party, that the receiving party already had or develops independently, or that must be disclosed by law, in which case the disclosing party will be told where the law allows it.

13. Warranties and disclaimers

Each party confirms that it has the right to enter into these Terms. Except as expressly set out in these Terms, the Service is provided "as is" and "as available". To the extent the law allows, we exclude all other warranties, conditions and terms, whether express or implied, including those of satisfactory quality and fitness for a particular purpose.

We do not guarantee that the Service will bring you a particular number of bookings or Patients, or that Patients will attend the appointments they book.

14. Liability

14.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

14.2 Subject to section 14.1, neither party is liable to the other for any loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss, however it arises.

14.3 Subject to section 14.1, each party's total liability to the other arising out of or in connection with these Terms, whether in contract, tort (including negligence) or otherwise, is limited in each period of 12 months to the greater of the fees paid or payable by the Customer under its Customer Agreement in the 12 months before the event giving rise to the claim and £100.

14.4 The limits in sections 14.2 and 14.3 do not apply to the Customer's obligation to pay fees under its Customer Agreement or to the Customer's liability under section 15.

15. Your responsibility for claims

You will indemnify Wakten against any claims, losses, damages, fines and reasonable costs (including legal fees) arising from: the healthcare or other services you provide; your Customer Data; or your or your Users' breach of these Terms or of the law, including data protection law. We will tell you promptly about any such claim and let you control its defence, and we will cooperate reasonably at your expense.

16. Term, suspension and termination

16.1 Term. These Terms start when you first accept them and continue until ended by either party. Any subscription period and renewal are set out in your Customer Agreement.

16.2 Ending the Terms. Each party may end these Terms in the way set out in your Customer Agreement. If it does not say, either party may end them by giving the other at least 30 days' notice by email.

16.3 Immediate termination. Either party may end these Terms immediately by written notice if the other party materially breaches them and, where the breach can be remedied, fails to remedy it within 14 days of being asked to, or if the other party becomes insolvent or stops trading.

16.4 Suspension. We may suspend all or part of the Service, or any User's access, if reasonably necessary to protect the Service, our other customers or Patients, for example in case of a security threat, unlawful use or a serious breach of section 9. We will tell you as soon as we can and restore access once the issue is resolved.

16.5 What happens on termination. Your right to use the Service ends. For 30 days after termination, you can ask us to provide an export of your Customer Data. After that, we will delete Customer Data in line with the DPA, unless the law requires us to keep it. Any fees owed up to the end date remain payable. Sections 7, 8, 10, 12, 13, 14, 15, 16.5 and 19 continue to apply after termination.

17. Patients using a Booking Page

This section applies if you book an appointment through a Booking Page.

17.1 Your appointment is with the clinic

You are booking with the clinic or professional shown on the Booking Page, not with Wakten. Your appointment and any treatment are a matter between you and them, and their own terms and privacy notice apply. Wakten provides the booking software and does not provide healthcare or medical advice.

Do not use a Booking Page in a medical emergency. Contact your local emergency services instead.

17.2 Availability and confirmation

The times shown on a Booking Page are set by the clinic and may change. Some clinics confirm bookings automatically and others review each request first. The clinic may confirm, reschedule or decline a booking, and we cannot guarantee that a particular time will be available or kept.

17.3 Cancellations and missed appointments

Cancellations, changes and missed appointments are governed by the clinic's own policy. Please contact the clinic directly to change or cancel an appointment. A clinic may decline future bookings from someone who repeatedly misses appointments without cancelling.

17.4 Booking emails

When you book, we send you emails on the clinic's behalf about your appointment, for example to confirm, change or cancel it. These are service messages needed to manage your booking, not marketing.

17.5 Fraudulent or abusive bookings

To protect clinics and other patients, we may cancel or block bookings, or limit access to a Booking Page, where we reasonably believe they are fraudulent, abusive or automated, for example fake or bulk bookings or spam.

17.6 Our responsibility to you

Wakten is not responsible for the services provided by the clinic, or for the clinic's acts or omissions. We are responsible for providing the Booking Page with reasonable care and skill. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under the law that applies to you.

17.7 Your consumer rights

If you are a consumer, nothing in these Terms affects your legal rights. You keep the protection of any mandatory consumer laws of the country where you live, and you may bring proceedings in the courts of that country.

Our Privacy Policy explains how Wakten handles personal data processed through Booking Pages. For any question about your appointment or your data, please contact the clinic directly.

18. Changes to these Terms

We may update these Terms from time to time. If we make a material change, we will give you at least 30 days' notice by email or in the Service before it takes effect, unless the change is required sooner by law. If you do not agree to a change, you may end these Terms before it takes effect. If you continue to use the Service after that, the updated Terms will apply.

19. General

• Entire agreement. These Terms, the DPA and your Customer Agreement are the entire agreement between us about the Service. If they conflict, the DPA prevails on data protection matters, and otherwise your Customer Agreement prevails over these Terms.

• Assignment. You may not transfer your rights under these Terms without our written consent. We may transfer them to a company that takes over all or part of our business, and we will tell you if we do.

• Events outside our control. Neither party is liable for delays or failures caused by events beyond its reasonable control, such as outages of internet or hosting providers, natural disasters or acts of government. This does not excuse payment of fees.

• Notices. We will send notices to the email address of your account administrator. You can send notices to contact@wakten.com.

• Severability and waiver. If any part of these Terms is found unenforceable, the rest remains in force. A delay in enforcing a right is not a waiver of it.

• Third parties. No one other than you and Wakten has any right to enforce these Terms, under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

• Language. We may provide these Terms in other languages. If there is a conflict, the English version prevails.

• Governing law and courts. These Terms, and any dispute arising from them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Before starting legal proceedings, each party will first try in good faith to resolve the dispute by discussion. This does not affect the rights of patients who are consumers under section 17.7.

20. Contact us

WAKTEN LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Email: contact@wakten.com.