Terms and conditions

Last updated: 19 October 2026.

1. Platform owner

Acude.io is a platform owned by Playmedic Marketing S.L. (hereinafter "Acude", "we" or "us"), with Spanish tax identification number B66287061 and registered office at calle Aragón 548, 3.º 1.ª, 08026 Barcelona (Spain), registered in the Barcelona Commercial Registry, Volume 44298, Folio 162, Sheet B-452080.

You can contact us at info@acude.io.

2. Purpose and scope

These Terms and Conditions (the "Terms") govern access to and use of the Acude.io software-as-a-service platform (the "Platform") by clinics, healthcare centres, practices and professionals who subscribe to a plan (the "Customer" or "you").

The Platform is intended exclusively for professional use. By subscribing, you declare that you are acting in the course of your business or professional activities, and consumer protection legislation therefore does not apply.

By registering, ticking the acceptance box or using the Platform, you accept these Terms, the Privacy Policy and the Data Processing Agreement in Annex I. If you act on behalf of an entity, you warrant that you have sufficient authority to bind it.

3. Service description

Acude.io is a tool for managing appointments and commercial relationships with patients. Depending on your plan, it allows you to manage calendars and bookings, request deposits and upfront payments from patients, send reminders and communications by WhatsApp and email, manage an opportunity pipeline, create quotes and integrate with third-party calendars and practice management software.

Depending on the plan, the Platform also includes a WhatsApp inbox where your users can receive, read and reply to messages that patients and prospective patients send to the WhatsApp Business number you own.

The specific features and limits of each plan are described at acude.io and may evolve over time. We reserve the right to add, improve or remove features, provided that the contracted service is not substantially reduced without prior notice.

Acude.io is not medical record software or a healthcare information system. You must not enter diagnoses, medical reports, diagnostic tests or other clinical information into the Platform unless strictly necessary to manage the appointment or commercial relationship with the patient.

4. Registration and user accounts

To use the Platform, you must create an account with accurate, complete and up-to-date information. You may grant access to users in your organisation as needed, within your plan's limits.

You are responsible for safeguarding login credentials, for activity performed through your accounts and for removing access from users who no longer work for your organisation. You must notify us immediately if you detect unauthorised use.

5. Plans, prices and usage limits

The applicable plans, prices and usage limits (number of appointments, emails, users or other limits) are those published at acude.io when you subscribe. Prices exclude VAT and any other applicable taxes.

Promotional terms, such as founding pricing, remain in place while your subscription stays active without interruption, unless the promotion states otherwise. If you cancel and subscribe again, the prices in effect at that time will apply.

If you exceed your plan's limits, we will notify you so that you can upgrade. We may temporarily restrict the affected features until the next billing period or until you upgrade your plan.

The subscription price does not include the cost of third-party services you contract directly, particularly payment provider fees and WhatsApp messaging costs billed by Meta. Each provider charges these amounts directly to you.

Business and Enterprise plans include guided setup, with the scope described on the website or in the relevant commercial proposal.

We may change prices with at least 30 days' notice. The new price will apply from the following billing period. If you disagree, you may cancel before that date without penalty.

6. Subscription billing and payment

Subscriptions are paid in advance, monthly or annually according to your chosen billing option. Payments are processed by an external payment provider; Acude does not collect or store your full card details.

We will issue an invoice for each period, available in your account or sent by email.

If a payment cannot be processed, we will ask you to update your payment method. If it remains unpaid 15 days after notice, we may suspend access to the Platform. We will retain your data for 30 days during suspension. If payment is not resolved within that period, we may terminate the agreement under clause 7.

7. Term, cancellation and effects of termination

Subscriptions have no minimum commitment. They renew automatically for periods equal to the one selected until you cancel.

You may cancel at any time from your account dashboard or by writing to info@acude.io. Cancellation takes effect at the end of the period already billed, until which you may continue using the Platform. No pro rata refunds are provided for periods that have begun, including annual plans.

Acude may terminate the agreement immediately if you materially breach these Terms, particularly clauses 9 and 10, or fail to pay as described in clause 6.

After termination, you will have 30 days to export your data. We will then securely delete it, except for data we must retain in a restricted state to comply with legal obligations.

8. Third-party services

Some Acude.io features use third-party services that you contract directly or that integrate with the Platform. Acude does not control those services and is not responsible for their availability, operation, security, terms, prices or decisions. Your relationship with each provider is governed by its own terms.

8.1. Patient payments. Payment processing services for Customers of Acude.io are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Terms of Service (together, the "Stripe Services Agreement"). By accepting these Terms or continuing to operate as an Acude.io Customer, you agree to be bound by the Stripe Services Agreement, as modified by Stripe from time to time. As a condition of Acude.io enabling payment processing through Stripe, you agree to provide Acude.io with accurate and complete information about you and your business, and authorise Acude.io to share it with Stripe, together with transaction information relating to your use of those services.

Patients enter card details directly into Stripe's systems; Acude neither collects nor stores them. Acude is not a payment institution, does not hold funds and does not intervene in pre-authorisations, charges, refunds, disputes or chargebacks, which are settled in your Stripe account. It is also not responsible for holds, restrictions or account closures decided by Stripe.

8.2. WhatsApp. WhatsApp messages are sent through Meta's official WhatsApp Business Platform API, linked to an account and telephone number you own. You agree to comply with the WhatsApp Business Terms, the WhatsApp Business Messaging Policy and all other applicable Meta terms. Meta bills you directly for messages and templates.

Template approval, number quality, sending limits and any account restrictions or suspensions depend exclusively on Meta. Acude is not responsible for those decisions or their consequences.

8.3. Email. Emails are sent through a specialist technology provider. We follow good deliverability practices but cannot guarantee that every message reaches the recipient's inbox, as external filters and systems are involved.

8.4. Integrations. Integrations with calendars (such as Google Calendar) and practice management software depend on the interfaces those third parties provide. If a third party changes, restricts or withdraws its interface, we will make reasonable efforts to maintain the integration, without this constituting a breach on our part.

8.5. Meta Conversions API. Depending on your plan, you may enable the sending of events to Meta through its Conversions API for contacts who reach the Platform from a Meta ad, to measure and optimise your campaigns. Events are sent to your own advertising account, and your relationship with Meta is governed by the Meta Business Tools Terms, which you accept directly with Meta.

Acude sends events only for contacts originating from an ad click, limited to contact enquiries, appointment bookings and appointment attendance. Each event includes the Meta click identifier and, where applicable, a hashed email address or telephone number, in accordance with Meta's specifications. Information about treatment, the service requested, the quote amount or any other health-related data is never sent.

Enabling this feature and deciding to share this data with Meta are exclusively your responsibility. Acude is not responsible for Meta's use of the data received or its decisions concerning your advertising account or campaigns.

9. Customer obligations

As the controller of your patients' personal data, you agree to:

Have a valid legal basis for processing their data and inform them, in your own privacy policy, that you use third-party technology tools to manage appointments, payments and communications.

Obtain prior, express consent from patients and prospective patients before sending marketing communications by email or WhatsApp, including those scheduled in the opportunity pipeline, in accordance with Article 21 of Spanish Law 34/2002 (LSSI), and obtain the opt-in required by Meta to receive WhatsApp messages.

Draft templates, subject lines and messages using the minimum necessary information and take responsibility for their content. Appointment reminders and notices need only contain the patient's name, date, time, location and practitioner, without mentioning treatment, procedures or clinical information.

Inform patients clearly before booking about deposit, upfront payment, cancellation and refund terms, and ensure they comply with applicable consumer legislation.

Check that patients' contact details are correct to prevent communications reaching third parties, and comply with applicable healthcare and healthcare advertising rules.

If you enable the Meta Conversions API, have a valid legal basis for sharing that data with Meta, inform patients and prospective patients in your privacy policy and, where appropriate, your cookie policy, and do not use the feature to measure events that reveal treatments or health information.

9 bis. WhatsApp conversations

Conversations managed through the Platform form part of the data processing for which you are responsible. In relation to them, you agree to:

Restrict access to conversations to users who need it to assist patients, and ensure they respect confidentiality.

Redirect messages in which patients share clinical information to a consultation, and transfer clinically relevant information to the medical record in your practice management software. The Platform does not replace medical records and is not designed to store them.

Do not request photographs, reports or other clinical documents by WhatsApp unless essential. If essential, delete them from the Platform once transferred to your own systems.

Set a retention period for conversations and delete those that are no longer needed.

Act immediately on unsubscribe or objection requests received through WhatsApp, marking the contact as "do not contact" in the Platform.

Respect Meta's rules on the 24-hour customer service window and the use of approved templates to initiate conversations or send messages outside that window.

10. Acceptable use

You may not use the Platform to send unsolicited communications, contact people who have not consented where consent is required, distribute unlawful, misleading or rights-infringing content, impersonate others, reverse engineer, overload or compromise system security, or resell or transfer access without our written authorisation.

If we detect use contrary to this clause, we may immediately suspend the affected features or account and notify you of the reason.

11. Availability and support

We will use commercially reasonable efforts to keep the Platform continuously available, except for maintenance interruptions, which we will aim to schedule and announce in advance, or circumstances beyond our control. Unless specifically agreed in writing, no particular service level (SLA) is guaranteed.

Support is provided through the channels listed on the website, within the scope of each plan.

12. Liability

Acude.io facilitates appointment management and commercial relationships with patients. Acude does not guarantee specific results, such as a particular reduction in no-shows, number of confirmed appointments or number of treatments accepted.

Acude is not liable for: (a) third-party services, decisions or incidents, including those involving Stripe, Meta, the email provider and integrated software; (b) content you enter, send or receive through the Platform, including content patients share on their own initiative in conversations; (c) amounts charged or not charged to patients, or related complaints, disputes or refunds; (d) your failure to comply with applicable law; (e) indirect loss, lost profits, loss of patients, opportunities or reputation; or (f) force majeure.

In any event, Acude's total liability arising from these Terms is limited to the amount actually paid by the Customer in the 12 months preceding the event giving rise to the claim. This limitation does not apply in cases of wilful misconduct or gross negligence.

You agree to indemnify Acude against any claim, penalty or expense, including legal fees, arising from a breach of these Terms or applicable law by you or your users.

13. Data protection

Acude processes Customer and user data as a controller in accordance with the Privacy Policy.

For the data of your patients and prospective patients, you are the controller and Acude acts as processor. This relationship is governed by the Data Processing Agreement in Annex I, which forms an integral part of these Terms.

14. Intellectual and industrial property

Acude owns all rights in the Platform, its code, design, trade marks and documentation. While your subscription remains active, we grant you a non-exclusive, non-transferable licence for use in your professional activities.

You retain ownership of the data and content you enter. We may use aggregated, anonymised data that cannot identify you or your patients to maintain and improve the service.

Unless you notify us otherwise in writing, we may display your name and logo as an Acude.io customer on our website and in marketing materials.

15. Confidentiality

Both parties will keep confidential any non-public information learned through the contractual relationship, during its term and for 3 years afterwards, except where disclosure is required by law or a competent authority.

16. Changes to the Terms

We may amend these Terms to reflect legal, technical or service changes. We will notify you by email or through the Platform at least 30 days in advance. If you disagree, you may cancel before the changes take effect. Continuing to use the Platform will constitute acceptance of the new Terms.

17. Assignment and severability

You may not assign your contractual position without our consent. Acude may assign it to a group company or a purchaser of the Platform, with prior notice. If any provision is held invalid, the remaining Terms will remain valid.

18. Governing law and jurisdiction

These Terms are governed by Spanish law. For any dispute, the parties submit to the courts of the city of Barcelona, waiving any other jurisdiction to which they might otherwise be entitled.

Annex I. Data Processing Agreement

This Annex governs the processing of personal data carried out by Acude (the "Processor") on behalf of the Customer (the "Controller"), under Article 28 of Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 (LOPDGDD).

1. Subject matter, duration and purpose. The Processor will process data solely to provide the contracted Acude.io services: appointment management, deposit and payment requests, reminders, patient communications, opportunity pipelines, quotes, integrations and, when enabled by the Controller, the sending of conversion events to Meta. Processing lasts for the duration of the subscription.

2. Data and data subjects. Data subjects are the Controller's patients, prospective patients and users. Data processed includes identification and contact details (name, telephone number, email), appointment details (date, time, practitioner and service or treatment requested), deposit and payment status (excluding card details), the content of WhatsApp conversations and emails sent and received through the Platform, including text, images, audio and attachments, commercial notes and, when the Meta Conversions API is enabled, the contact's source channel and ad click identifier. The service or treatment requested may indirectly reveal health-related information, so both parties will apply the enhanced safeguards required by Article 9 GDPR. Data subjects may include health information in messages on their own initiative; it will be treated as special category data.

3. Processor obligations. The Processor agrees to:

Process data only on the Controller's documented instructions, consisting of these Terms and the settings the Controller selects in the Platform, and inform the Controller if it considers an instruction to infringe data protection law.

Ensure that persons authorised to process data have committed to confidentiality. The Processor will not access conversation content except where necessary to provide support requested by the Controller, resolve technical incidents or protect Platform security, and will not use it for its own purposes, including training artificial intelligence models.

Apply the technical and organisational measures required by Article 32 GDPR, including encrypted communications, per-user access controls, backups and activity logs. The Platform's database and hosting are located on servers in the European Union.

Assist the Controller in responding to data subjects' rights requests and forward any request received directly without delay.

Notify the Controller of personal data breaches without undue delay and, in all cases, within 48 hours of becoming aware, providing the information available for handling the breach.

Cooperate, where applicable, with data protection impact assessments and prior consultations with the supervisory authority.

Provide the Controller with the information needed to demonstrate compliance with this Annex.

4. Sub-processors. The Controller gives general authorisation for the Processor to use sub-processors for data hosting, application infrastructure and deployment, email delivery and technical support. The Processor will impose the same data protection obligations on each sub-processor, provide an up-to-date list at the Controller's request and give 15 days' notice of changes, during which the Controller may raise a reasoned objection.

Stripe and Meta are not Acude's sub-processors, including when Acude sends conversion events to Meta on the Controller's instructions. The Controller contracts with them directly, and its data protection relationship with them is governed by their own terms.

5. International transfers. If a sub-processor handles data outside the European Economic Area, the Processor will ensure appropriate safeguards, such as an adequacy decision, including the EU-US Data Privacy Framework, or standard contractual clauses approved by the European Commission.

6. Controller obligations. The Controller warrants that it has a legal basis for processing data and disclosing it to the Processor, has informed data subjects, has obtained necessary consents, particularly for marketing communications and WhatsApp messages, and that its instructions are lawful.

7. Audits. The Controller may request information on the security measures applied. If the information provided is insufficient, it may carry out an audit once a year at its own expense, with 30 days' notice, during business hours and without affecting other customers.

8. Return or deletion of data. On termination of processing, the Controller has 30 days to export its data. After that period, the Processor will delete it, including copies, unless a legal requirement mandates retention, in which case it will be restricted for the statutory period. Conversation or contact deletions take effect immediately in the Platform and are completed in backups within a maximum of 7 days.