Terms and Conditions

1. Definitions

Throughout this document:

• “Platform” or “Mayel” means the clinic operations software available at mayel.app, its mobile applications and the public booking portal hosted at citas.mayel.app.
• “Clinic” means the individual or company that holds the account and is responsible for its operation and its team.
• “Organisation” means a Clinic’s workspace inside the Platform. A Clinic may hold more than one, for example one per branch.
• “User” means each member of the Clinic’s team with their own access to the Organisation, under the role the Clinic assigns them.
• “Clinic Data” means all information the Clinic and its Users enter or generate in the Platform, including records, assessments, consents, photographs, charges, payments, inventory and reports.
• “Patient” or “Customer” means the person treated by the Clinic, whose data the Clinic records in the Platform.

2. Acceptance

By creating an account, accepting an invitation, using the Platform or paying a subscription, the Clinic accepts these Terms and the Privacy Notice, which forms an integral part of them.

Whoever accepts represents that they have sufficient authority to bind the Clinic. If you act on behalf of a company, that company is bound by this agreement.

If you do not agree with any part of this document, do not use the Platform.

3. Account, Users and credentials

The Clinic is responsible for the accounts it creates, the roles it assigns and the actions its Users take inside its Organisation.

Each User must have their own credentials. Sharing one account between several people makes it impossible to know who did what, effectively disables the Platform’s access controls, and remains the Clinic’s sole responsibility.

The Clinic must remove Users who leave its team. The Platform keeps the history of what that person did, because it is part of the record, but withdraws their access immediately.

If you suspect a credential has been compromised, change it and tell us at support@mayel.app.

4. Permitted use and prohibited conduct

The Platform is licensed to run the clinic of whoever subscribes to it. The following are prohibited:

• Reselling, sublicensing, leasing or lending access to third parties outside the Clinic’s team.
• Attempting to reach another Organisation’s data, probing for vulnerabilities or circumventing authorisation controls.
• Decompiling, reverse engineering or extracting the Platform’s code, except to the extent expressly permitted by law.
• Uploading unlawful or defamatory content, content that infringes third-party rights, or content the Clinic has no right to process.
• Using the Platform for purposes other than operating a clinic, spa or aesthetic centre, or in a way that degrades the service for other Clinics.
• Automating use of the Platform in a way that compromises its stability, absent prior written agreement.

5. Free trial

Every new Clinic may use the Pro plan free of charge for twenty-one (21) calendar days, without registering a card. These Terms apply during the trial, and all of the Clinic’s real specialists may be registered, without limit.

If the Clinic subscribes to a plan during the trial, the charge is made at that moment and the paid period starts when the trial ends. When subscribing, the Clinic adjusts the number of specialists to the chosen plan and sees any charge for additional specialists before paying.

If the Clinic does not subscribe to a plan when the trial ends, the account becomes read-only for seven (7) calendar days — it can view and export its information, but not operate — and is then paused. Clinic Data is retained as set out in clause 8.

6. Plans, price, invoicing and payment

The plans and their current prices are those published at mayel.app. They are subscribed per Organization, monthly or yearly as the Clinic chooses, and paid in advance. Prices are stated in Mexican pesos and, unless stated otherwise, include Value Added Tax.

Each plan includes a number of specialists: the people who take appointments, whether or not they have their own access to the Platform. Users who do not take appointments — owner, management, reception — do not count. Esencial includes up to three (3) specialists; Pro includes five (5) and allows additional specialists for a charge.

An additional specialist is charged in proportion to the time left in the current period and, from the next renewal, together with the plan. If a User other than the owner registers a specialist beyond the contracted allowance, that specialist remains pending and takes no appointments until the owner authorizes the corresponding charge.

The specialist allowance is assessed in monthly blocks, also on the yearly plan: removing a specialist does not free their place until the next monthly block, unless they never had an appointment. The Platform warns about this before the removal is confirmed.

The subscription renews automatically at the end of each period unless cancelled beforehand. Each renewal is charged seven (7) days before the paid period ends. The Clinic may cancel at any time, effective at the end of the paid period.

The tax invoice (CFDI) for each payment is issued when the Clinic requests it from the Platform, during the month in which the payment was made, with the tax details it has registered. The Clinic is responsible for those details being complete and correct.

Promotional terms, such as the Founder price, are governed by what was communicated when they were taken up. The Founder price is lost permanently if the subscription is cancelled, whether voluntarily or for non-payment.

We may change the price with at least thirty (30) calendar days’ prior notice by email. The new price applies from the next renewal period; if you do not agree, you may cancel before it takes effect.

Periods already paid are not refundable, unless applicable law provides otherwise or the interruption of the service is attributable to Mayel.

7. Non-payment, suspension and termination

If the charge for a renewal does not go through, we will notify you by email and the Clinic keeps full access until the period already paid ends.

If the charge is still pending when the paid period ends, the account becomes read-only: the Clinic can view its information, update its payment method, request its invoices and export its data, but cannot operate or generate new activity. For the following fourteen (14) calendar days we will keep trying to collect the charge.

If the payment is settled within those fourteen (14) days, the account is reactivated and the new period starts on the date the payment was approved; the Clinic keeps the Founder price if it had it. If it is not settled within that time, the subscription is cancelled and the account is paused. Neither read-only nor pause deletes any information.

We may suspend or terminate the service immediately, with notice, where there is use that puts other Clinics or the people whose data is processed at risk, or that breaches clause 4.

The Clinic may terminate this agreement at any time by cancelling its subscription. Termination does not release the Clinic from paying for periods already accrued.

8. Clinic Data: ownership, export and retention

Clinic Data belongs to the Clinic. Mayel does not acquire ownership of it, does not sell it, does not transfer it to third parties for advertising and does not use it to train third-party products.

The Clinic grants us a limited, non-exclusive and revocable licence to host, process, back up and display that data solely to the extent necessary to provide and support the service.

The account owner may export all of the Clinic Data at any time without asking Mayel for authorization, also while the account is read-only or paused: a spreadsheet with every record and a compressed file with the photographs, documents and receipts. Each export remains available for download for twenty-four (24) hours.

When the account loses access — through termination, non-payment or a trial that ended without a subscription — we retain the Clinic Data for twelve (12) months so that it can be exported or the Clinic can return, and we notify by email before that period ends. Afterwards we delete it, except information we must keep under legal, tax or accounting obligations, and the ledger entries evidencing operation of the service.

We may keep copies in backups for the duration of their rotation cycle, which does not constitute active processing.

9. Personal data and health data

In respect of its Patients’ personal data the Clinic is the controller under Mexico’s Federal Law on the Protection of Personal Data Held by Private Parties, and Mayel acts as processor: we process that data only on the Clinic’s instructions and to provide the service.

It is for the Clinic to make its own privacy notice available to its Patients, to obtain the express consent the law requires for processing sensitive data — including health data and clinical photographs — and to handle its Patients’ access, rectification, cancellation and objection rights. Mayel provides the instruments to do so: signed consents, an explicit publication permission on each photograph, and an access ledger.

Mayel’s own processing of the Clinic’s and its Users’ data is governed by the Privacy Notice published at mayel.app.

Any question about personal data may be sent to privacidad@mayel.app.

10. Mayel’s intellectual property

The Platform, its code, its design, its documentation, the Mayel trademark and its distinctive signs belong to Mayel and are protected by applicable law.

This agreement grants the Clinic a non-exclusive, non-transferable licence to use the Platform, limited to the term of the subscription. It transfers no other right.

If the Clinic shares feedback, suggestions or improvement ideas with us, we may use them to develop the Platform without any consideration being owed, and such suggestions shall not include Clinic Data.

11. The Clinic’s public page

The Platform includes a public booking page hosted at citas.mayel.app. The content of that page — trade name, copy, images, treatments, prices and promotions — is determined and published by the Clinic under its sole responsibility.

The Clinic represents that it holds the necessary rights and permissions over the images and text it publishes, including the consent of any person appearing in them.

We may take down public content that infringes third-party rights, applicable law or these Terms, telling the Clinic why.

The Clinic’s Users and customers may sign in with Google (and, once available, Apple); from that account Mayel receives only name, email address, its verification and the account identifier. Customers may add the Clinic’s loyalty card to Google Wallet or Apple Wallet, for which Mayel sends Google LLC or Apple Inc. the card content (name, number, points and visits, and the Clinic details shown on it). Those companies process the data under their own terms and privacy notices, and the customer may remove the card from her wallet at any time.

The Clinic is responsible for the terms of its loyalty programme — how points and visits are earned and redeemed — and for its own information shown on the card. Mayel acts as processor under clause 9.

12. Availability, maintenance and support

We work to keep the Platform continuously available, but we do not warrant uninterrupted or error-free availability.

Scheduled maintenance is carried out in the quietest windows we can find, with reasonable notice where it involves an interruption. Emergency maintenance may be carried out without prior notice.

Support is provided by email at support@mayel.app on business days. This agreement does not include a service level agreement with penalties; if your clinic needs one, write to us and we will agree it separately and in writing.

13. Changes to the Platform

The Platform is updated continuously. We may add, change or withdraw functionality.

If we withdraw substantial functionality the Clinic’s operation depends on, we will give at least thirty (30) calendar days’ notice and, where possible, offer an alternative.

14. Limitation of liability

Mayel is an administrative and clinical record-keeping tool. It does not replace the professional judgement of the Clinic’s staff or its health, tax and employment obligations. The Clinic is solely responsible for the treatments it performs, the information it enters and the decisions it takes.

To the extent permitted by law, Mayel’s total liability to the Clinic for any claim arising out of this agreement shall not exceed the amount actually paid by the Clinic to Mayel in the twelve (12) months preceding the event giving rise to the claim.

Mayel shall not be liable for indirect damages, loss of profit, loss of business opportunity, or loss of data attributable to the Clinic or its Users.

Nothing in this agreement limits liability for wilful misconduct, fraud, or anything the law does not allow to be limited.

15. Indemnity

The Clinic shall hold Mayel harmless against third-party claims arising from the content it publishes, from a breach of its personal data obligations, or from use of the Platform contrary to these Terms or to the law.

16. Confidentiality

Each party undertakes to keep confidential the non-public information it receives from the other in connection with this agreement, and to use it only to perform it.

Mayel personnel access Clinic Data only where necessary to provide support, resolve an incident or meet a legal obligation.

17. Suppliers

To provide the service we rely on infrastructure, email delivery and payment processing suppliers, contractually bound to security and confidentiality standards equivalent to those in this agreement.

The Platform is hosted on Amazon Web Services infrastructure: the application and files run in its Mexico region, and the database currently runs in its United States (N. Virginia) region.

Sign-in with Google or Apple and cards in Google Wallet or Apple Wallet are services of Google LLC and Apple Inc., provided under their own terms; Mayel does not control their availability.

The current list of these suppliers is available on written request at privacidad@mayel.app.

18. Force majeure

Neither party shall be liable for failure to perform due to causes beyond its reasonable control, including natural disasters, widespread telecommunications or infrastructure provider failures, acts of authority or civil unrest.

19. Changes to these Terms

We may amend these Terms. We will publish the updated version at mayel.app stating the date of its last revision and, where the change is substantial, give at least thirty (30) calendar days’ notice by email.

Using the Platform after a change takes effect constitutes acceptance of it. If you do not agree, you may cancel the subscription before that date.

20. Governing law and jurisdiction

This agreement is governed by the laws of the United Mexican States, and the parties submit to the competent Mexican courts for its interpretation and performance.

Where the Clinic qualifies as a consumer under Mexico’s Federal Consumer Protection Law, the rights and procedures that law affords it before the Federal Consumer Protection Agency are reserved.

21. Contact

For anything relating to these Terms, write to support@mayel.app. For personal data matters: privacidad@mayel.app.