Fair Use Policy

What's Included

All TlaTli subscription plans include WhatsApp reminder messaging as part of your monthly or annual fee. This means you can send appointment reminders to your patients without worrying about per-message charges under normal practice usage.

Our pricing is designed to support typical practice operations, allowing you to focus on patient care rather than message counts.

The AI voice receptionist is a usage-based add-on. Call handling is quoted separately so voice costs stay predictable and aligned to your practice volume.

Why Fair Use Exists

WhatsApp messaging has real infrastructure costs and is subject to rate limits and policies set by Meta. While we want to keep pricing simple and predictable, we need to ensure that the service remains sustainable and reliable for all our customers.

This policy helps us protect service quality while maintaining fair, transparent pricing for practices of all sizes.

What Are Normal Practice Volumes?

"Normal practice use" means sending appointment reminders in line with typical healthcare practice operations for your plan tier. This includes:

• Standard appointment confirmation and reminder messages
• Follow-up reminders for scheduled appointments
• Reasonable rescheduling and cancellation notifications
• Usage patterns consistent with the number of practitioners on your plan

What Are Extremely High Volumes?

"Extremely high volumes" refers to usage patterns that are significantly above typical practice operations and may indicate:

• Message volumes far exceeding what would be expected for your plan tier
• Automated bulk messaging beyond standard appointment reminders
• Usage patterns that suggest the service is being used for purposes other than appointment management
• Volume spikes that could impact service reliability for other customers

We intentionally don't publish specific message thresholds because they can vary based on factors like plan tier, practice type, and Meta's evolving policies. Our goal is flexibility, not gotchas.

What Happens If Volumes Are Unusually High?

If we notice usage patterns that appear to be well outside normal practice operations, we'll reach out to you directly to:

• Understand your practice's needs and usage patterns
• Discuss whether your current plan is still the best fit
• Work together to find a suitable custom plan if needed
• Give you advance notice before making any changes

We will never surprise you with unexpected charges or service interruptions. Any changes to your plan or pricing will only happen after we've discussed options with you and reached an agreement.

Costs and Policies Can Change

WhatsApp messaging costs and Meta's policies can change over time. If significant changes occur that impact our costs or capabilities, we may need to adjust our fair use guidelines or pricing.

We commit to giving existing customers reasonable notice of any material changes and working with you to find solutions that work for your practice.