Acceptable Use Policy

Effective date: September 22, 2026

This applies to everyone who uses Care Tales: customer organizations, the staff and providers who work for them and the patients they serve. It is part of our terms of service.

Use it for patient education

Care Tales exists so healthcare organizations can teach their patients. Use it for that. Do not use it as a medical record, as a way to send clinical instructions to a named patient or as a channel for urgent messages. Nobody at Care Tales monitors chat in real time.

Do not do these things

• break the law, or help anyone else break it
• try to reach data belonging to another organization or another person
• test our security without our written permission, or run scanners against the service
• scrape, crawl or bulk download modules, chat answers or any other content
• copy, resell, sublicense or republish Care Tales content outside your own organization
• reverse engineer the service or try to extract our prompts, models or source code
• upload malware, or anything designed to disrupt the service
• work around rate limits, sign-in checks or the organization boundary
• pretend to be someone else, or use an account you were not given
• upload someone else's personal or health information without a lawful reason to hold it

Rules for organizations

• Put only material you have the right to use into your chatbot knowledge base.
• Keep your system prompt truthful. Do not instruct the assistant to diagnose, to promise outcomes or to pose as a clinician. Our safety rules sit on top of yours and cannot be turned off, but you are responsible for what you add.
• Give patient transcript access only to staff who need it. Transcripts contain whatever a patient typed, which may be sensitive.
• Remove access when someone leaves. We do not run an automated offboarding process for customer staff, so this is yours to do.
• Tell your patients that you use Care Tales and that their chat is recorded, and collect whatever consent your law requires.
• Do not use Care Tales for advertising, for recruiting patients into something unrelated to their care or for political messaging.

Rules for people using chat

Chat is answered by an AI model, and conversations with an organization's chatbot are stored and readable by that organization and by Care Tales admin and team staff. Do not type payment details, passwords or information about someone else. Do not use the chat to abuse, threaten or harass anyone.

AI output

Do not present Care Tales output as advice from a named clinician. Do not edit an answer and republish it as if Care Tales produced it. Check anything clinical before you act on it.

If something goes wrong

If you see a security problem, a leak between organizations or content that should not be in a module, write to support@caretales.com and tell us what you saw and when.

What we do about violations

We may look into a report, limit or pause an account, remove content or turn off an organization's AI features. Serious or repeated violations can end an organization's agreement. Where it is reasonable we tell you first and give you a chance to fix it. We act without notice when there is a risk to people, to patient data or to the service.

Changes to this document

We will post a new version here with a new effective date. Customers get notice of a material change before it takes effect.

Contact

support@caretales.com