TERMS
What FullDiary is
FullDiary is a booking and message-taking service. It answers calls your clinic does not, offers appointment times from your own practice management system, writes the booking, and passes messages on.
It is not a triage service, a clinical service, or a medical device, and it does not give clinical advice of any kind.
Clinical responsibility
Clinical responsibility for every patient stays with the clinic at all times. Nothing FullDiary does transfers any of it to us.
You configure the escalation numbers the agent transfers urgent calls to, and keeping those numbers current is yours to do. If the night escalation number is set to nobody, the agent tells urgent callers to hang up and call 000 (111 in New Zealand), and you sign an acknowledgement that this is the configuration you chose.
Recording and disclosure
Calls are recorded and transcribed so the clinic can follow up. The agent says so in its greeting on every call. This is not removable per clinic, because several Australian states require all-party consent.
Asked directly whether it is a person, the agent says exactly what it is.
Messages to patients
Texts sent to patients are strictly transactional: the booking confirmation and the missed-call booking link. Nothing else.
- We will never send marketing, recalls or reactivation messages on your behalf.
- This is a deliberate limit, not a missing feature: marketing messages sit under a different consent regime in both the Australian Spam Act and New Zealand's Unsolicited Electronic Messages Act.
Billing
Month to month. No lock-in and no minimum term. Cancel any time. The divert lives on your own phone line, not ours, so taking it off is one code dialled from your own handset and it is off immediately.
Your plan includes a number of answered calls a month. An answered call is one FullDiary picks up and takes to an ending: a booking, a message, or a transfer. Your included call volume, and the rate for anything beyond it, are set out in your own agreement with us and agreed before you go live.
Billing is computed from the call log, which is append-only. If you dispute a month, we recompute from the log and show you the working.
Availability
We do not promise an uptime figure we have not yet measured. What we do commit to: a fallback sits on the phone number itself, hosted by our telephony provider and not on our own servers, so it still answers when everything of ours is down. It apologises and texts the caller your existing Cliniko booking link, so nobody gets dead air.
Where an outage is ours and material, we credit the affected days.
Liability
Our liability to you is capped at the fees you have paid us in the twelve months before the claim. Nothing here excludes any right that cannot lawfully be excluded: the Australian Consumer Law for an Australian clinic, the Consumer Guarantees Act and Fair Trading Act for a New Zealand one.
These terms are governed by the law of New South Wales, Australia, including for New Zealand clinics, and both of us submit to the courts of that place.
Last updated 29 August 2026 · questions to hello@fulldiary.health