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Service terms

Clear expectations for using YaYfi.

These terms explain what YaYfi provides, what a clinic controls, how billing works and where responsibility remains with the clinic.

Last updated: 27 September 2026

1. The service

YaYfi is a clinic feedback and reputation-visibility service. It can connect to a clinic’s Cliniko account, apply the appointment and timing rules selected by the clinic, send post-appointment SMS requests, collect patient feedback and present relevant workflow, practitioner and reputation information in a dashboard.

YaYfi is not a clinical record, medical-advice service, emergency channel, continuously monitored complaints service or assessment of practitioner competence. Clinics must keep their normal care, complaints, privacy and emergency processes operating independently.

2. Accounts and clinic responsibilities

A person creating or administering an account must be authorised to act for the clinic. By selecting the acceptance box and creating an account, that person agrees to these terms for the clinic and acknowledges the Privacy Policy. If they do not have that authority, they must not create or use the account.

  • Provide accurate account, clinic, billing and sender-identification information.
  • Protect login credentials and restrict access to appropriate team members.
  • Choose lawful appointment, timing, frequency and messaging rules.
  • Keep patient notices, consents and clinic privacy information accurate.
  • Review feedback fairly and follow up through appropriate clinical processes.
  • Assign an appropriate person to monitor workflow rules, delivery events, opt-outs, feedback, complaints and any care or safety escalation.
  • Keep independent clinical, complaints and emergency channels available; YaYfi is not a substitute for them.
  • Tell YaYfi promptly if an account or connected service may be compromised.

3. Patient messaging

The clinic decides which eligible appointments enter the workflow. YaYfi sends the configured request on the clinic’s behalf. The clinic is responsible for having a lawful basis to contact each patient and for complying with privacy, health-record, spam, consumer and professional obligations that apply to it.

Messages must identify the clinic, use an approved sender identity and include any sender, contact or opt-out information required for that message. YaYfi does not automatically add opt-out wording to the clinic’s custom SMS. See the Patient Messaging Policy.

4. Trial, fees and billing

During the initial clinic-testing stage, YaYfi provides applicable pricing, usage charges and any trial terms directly to the clinic before the clinic agrees to proceed. No public price or self-service trial is offered through this website during that stage.

The clinic must be given the applicable charges, inclusions, billing frequency, GST treatment and cancellation terms before accepting a paid service. Once self-service trial and subscription options are introduced, the offer shown at sign-up or checkout will govern the charge. YaYfi must give reasonable notice of a price change before it affects a future renewal. Fees already incurred, including any disclosed usage charges, remain payable after cancellation.

5. Data and connected services

The clinic authorises YaYfi to access and process information made available through its Cliniko connection only as needed to provide, secure, support and administer the service and meet legal obligations. The clinic retains its rights in clinic and patient data.

Cliniko, Google and other services selected by the clinic operate under their own terms. YaYfi also relies on service providers for functions such as SMS delivery, hosting, email and billing. See Privacy for information about how personal information is handled.

Website enquiries are sent to knockknock@yayfi.com. YaYfi may use the supplied details to respond and follow up about the enquiry. Marketing is optional and requires the separate unticked marketing choice on the form. A person may unsubscribe at any time without affecting YaYfi’s ability to answer an active enquiry or send necessary service communications.

6. Acceptable use

You must not use YaYfi to:

  • send unlawful, misleading, harassing or unsolicited communications;
  • misrepresent, incentivise or otherwise manipulate public reviews in breach of applicable platform rules;
  • upload malicious code, probe security or interfere with another account;
  • access information without authority or attempt to bypass usage limits; or
  • present feedback, PXI or practitioner comparisons as proof of clinical quality, safety, competence, cause or treatment outcomes, or use them as the sole basis for a clinical, employment or disciplinary decision.

7. Cancellation, suspension and changes

A clinic can manage or cancel a paid subscription through the billing portal before the next renewal. Paid cancellation takes effect at the end of the current billing period. Clinics can log in to YaYfi and open Billing & Plans to manage the subscription.

YaYfi may restrict or suspend access where reasonably necessary to protect patients, clinics, the service or third parties; respond to unlawful use; or address unpaid fees. Where practicable, YaYfi should give notice and a reasonable opportunity to resolve the issue.

8. Availability, automation and third-party services

YaYfi automates configured workflow steps; it does not provide unattended clinical, complaint or safety monitoring. The clinic remains responsible for checking its workflow, delivery events, opt-outs and feedback, and for deciding whether and how to follow up.

The service may be interrupted by maintenance, faults, internet or telecommunications conditions, misuse, or changes and outages affecting connected services such as Cliniko, SMS providers, Google or payment providers. YaYfi does not control those third-party services and is not responsible for their independent acts, content, decisions, outages or changes. YaYfi will use reasonable care and skill in providing its own service, subject to any service levels expressly agreed in writing.

Support requests can be sent to help@yayfi.com. YaYfi will provide an initial response within 24 hours of receiving a support request. This is an initial-response commitment, not a guaranteed resolution or restoration time. Where reasonably practicable, YaYfi will give advance notice of planned maintenance by email, in the service or on the website. Urgent security, legal or reliability work may be performed without advance notice. No uptime, delivery or service-level guarantee applies unless YaYfi agrees to it expressly in a separate written agreement.

9. Warranties, liability and indemnity

Non-excludable rights

Nothing in these terms excludes, restricts or modifies a guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law. Where the law permits liability for a failure to comply with a consumer guarantee to be limited, YaYfi’s liability is limited, at YaYfi’s option, to supplying the affected services again or paying the reasonable cost of having them supplied again.

Service limitations

To the maximum extent permitted by law, YaYfi does not promise that the service will be uninterrupted, error-free or suitable for a clinic’s clinical, legal, employment or regulatory decisions. Reports, ratings, PXI results and practitioner-linked feedback are patient-experience signals, not clinical advice or proof of quality, safety, competence, cause or treatment outcome. The clinic must independently assess and act on information presented through the service.

Liability limit

To the maximum extent permitted by law, YaYfi is not liable for indirect or consequential loss, or for loss of profit, revenue, opportunity, goodwill or anticipated savings, arising from the service. YaYfi’s total aggregate liability arising out of or in connection with the service is limited to the total fees actually paid by the clinic to YaYfi for the affected service during the 12 months immediately before the event giving rise to the claim. This cap does not apply where, and to the extent, liability cannot lawfully be limited. YaYfi provides patient-feedback, rating and reputation-visibility software; it does not assume the clinic’s clinical, professional, employment, complaint-handling or regulatory responsibilities.

Clinic indemnity

To the maximum extent permitted by law, the clinic indemnifies YaYfi and its personnel against direct loss, liability, damage, reasonable cost and third-party claims to the extent caused by: the clinic’s breach of these terms; an unlawful or unauthorised instruction, message, disclosure or use of information by the clinic; content supplied by the clinic; or the clinic’s misuse of feedback, public-review links, PXI or practitioner information. The clinic is not responsible under this indemnity to the extent the claim was caused by YaYfi’s breach of these terms, negligence, fraud or wilful misconduct.

Need clarification?

Email help@yayfi.com with your question.