Terms of Service
These terms are a contract between you and Armada Labs Studio Ltd (company no. 16782069, registered at 45 Colebrooke Avenue, Ealing, London W13 8JZ, United Kingdom — "we", "us") covering your use of Penwell, our Chrome extension and associated service that lets healthcare clinicians dictate notes by voice directly into Cliniko. By creating an account or using Penwell you accept these terms.
Contact: support@penwell.uk.
1. The service
Penwell provides voice dictation, AI-assisted text polishing, and AI-assisted routing of dictated notes into the fields of your Cliniko treatment-note templates. It requires a Google Chrome (or compatible) browser and your own Cliniko account. Penwell is an independent product and is not affiliated with, endorsed by, or supported by Cliniko. Your use of Cliniko remains governed by your agreement with Cliniko.
2. Your account
You sign in with your email address via a one-time link. Keep access to that email account secure — anyone who controls it can access your Penwell account. You must provide a genuine email address you control, be at least 18, and use Penwell in the course of professional practice.
3. Trial, subscriptions, and billing
- Free trial. New accounts get a 14-day full-featured trial. No payment details are needed until you subscribe.
- Subscriptions. Paid access is a rolling subscription — monthly or yearly — billed in advance through our payment provider, Stripe. The prices shown in the extension at the time you subscribe are the prices you pay, and all prices include VAT where applicable.
- Launch offer. If you subscribe at a promotional rate, that rate is locked in for as long as your subscription remains continuously active. If your subscription ends and you later resubscribe, the then-current pricing applies.
- Cancelling. You can cancel at any time via Manage billing in the extension. Cancellation takes effect at the end of the period you've paid for; you keep access until then. We don't give pro-rata refunds for partial periods, and the 14-day trial exists so you can evaluate Penwell fully before paying. Nothing in these terms affects your statutory rights.
- Failed payments. If a renewal payment fails, Stripe retries it; if it continues to fail, your access is suspended until payment succeeds.
- Price changes. We can change prices with at least 30 days' notice by email. Changes take effect at your next renewal. A locked-in promotional rate is honoured for as long as your subscription remains continuously active.
4. Fair use
Whole-note routing (the "Dictate note" feature) is subject to a fair-use allowance of 400 notes per calendar month — comfortably above full-time clinical use. Per-field dictation is not metered. If you have a genuine need beyond the allowance, contact us.
5. Your professional responsibility — please read this one
Penwell is a productivity tool, not a clinical tool:
- Speech-to-text and AI text processing can make mistakes — mishearing words, and in rare cases omitting or misplacing information. Penwell is designed never to invent content and never to save anything automatically, but you must review every note before saving it in Cliniko. The note you save is your clinical record and your professional responsibility.
- Penwell is not a medical device, provides no clinical advice, diagnosis, or decision support, and must not be relied on as such.
- You are responsible for complying with your professional obligations and your practice's record-keeping policies when using dictation software.
6. Data protection — our commitments as your processor
Our Privacy Policy explains what data we handle. For clinical content you dictate (which may include patients' personal and health data), you or your practice are the data controller and we are your processor. As processor, we commit that we will:
- process dictated content only to provide the service you've asked for (transcription, polishing, routing) and on no other instructions;
- store none of it — audio, transcripts, and note text are processed transiently in memory and are never written to storage or logs on our systems;
- ensure the sub-processors that help us provide the service (listed in the Privacy Policy) are bound by data processing agreements, do not use your content to train AI models, and retain content at most briefly for abuse monitoring under their API terms;
- notify you of any change of sub-processors by updating the Privacy Policy and, for material changes, by email;
- apply appropriate technical and organisational security measures (encryption in transit, hashed credentials, no content logging);
- tell you without undue delay if we become aware of a personal data breach affecting your data;
- given our zero-storage design, hold nothing to return or delete at termination beyond your account record, which is handled as described in the Privacy Policy; and
- provide reasonable assistance with data subject requests and compliance obligations, which in practice is simple because we retain no clinical content.
7. Acceptable use
You agree not to: share one account across multiple practitioners (each clinician needs their own account); resell or provide Penwell as a service to others; attempt to breach, probe, or overload our systems; reverse engineer the service except as law permits; or use Penwell for anything unlawful. We may suspend accounts that breach these terms or abuse the service, with notice where reasonable.
8. Availability and Cliniko changes
We aim to keep Penwell available and working at all times, but we don't guarantee uninterrupted service. Penwell works by integrating with Cliniko's interface; if Cliniko changes its interface, features may stop working until we update Penwell, which we'll do as quickly as we reasonably can. We also depend on third-party AI providers whose availability we don't control.
9. Intellectual property
We own Penwell — the extension, service, branding, and code. Your subscription gives you a personal, non-transferable licence to use it while your account is active. You own your content: everything you dictate and every note you create is yours (and your patients' data remains governed by data protection law, per section 6).
10. Liability
Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud. Subject to that: we are not liable for indirect or consequential losses, loss of profits, or loss of data arising from use of the service; clinical records and their accuracy remain your responsibility as set out in section 5; and our total liability arising out of or in connection with the service is limited to the amount you paid us in the 12 months before the event giving rise to the claim.
11. Ending the agreement
You can stop using Penwell and cancel at any time (section 3). We can terminate or suspend your account for material breach of these terms, or discontinue the service with at least 60 days' notice, refunding any prepaid period beyond the shutdown date. Sections that by their nature should survive termination (5, 6, 9, 10, 12) survive.
12. General
We may update these terms; for material changes we'll give at least 30 days' notice by email, and continued use after that constitutes acceptance. If any part of these terms is found unenforceable, the rest remains in effect. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction — except that if you practise elsewhere in the UK, you may bring proceedings in your local courts.