Zillie Terms of Service

Last updated: 26 September 2026

These Terms govern the use of Zillie, a service operated by Grace London Clinic Ltd, trading as Zillie, a company registered in England and Wales (company number 15660834, registered office 64 Park Road, Hythe, Kent, CT21 6ET, contact hello@gracelondon.clinic).

"Zillie", "we" and "us" mean Grace London Clinic Ltd. "Practice" and "you" mean the business or professional organisation using Zillie. If you accept these Terms for a Practice, you confirm you have authority to bind it.

1. What Zillie does

Zillie helps UK healthcare, dental, aesthetic and wellbeing practices publish social media content safely. It works in four stages, the 4C Protocol:

• Capture. Zillie learns about the Practice from material it provides or authorises: its website, documents, services, existing posts and way of writing.
• Craft. Zillie drafts content in the Practice's voice, adapted for each connected channel.
• Check. Zillie checks every draft against the advertising and professional rules the Practice works under, before the Practice sees it and again before it is published.
• Clear. Nothing is published until a named, authorised person at the Practice approves it. This can't be switched off.

Zillie also: - researches what performs well in the Practice's field; - shows how the Practice's published posts perform; - records patient consent; - surfaces public mentions of the Practice; and - counts clicks through to the Practice's booking page.

The features available depend on your plan.

2. Business use only

Zillie is for businesses and professionals operating in the United Kingdom, acting in the course of their business. You must be 18 or over to use an account. Consumer protection law that applies only to consumers doesn't apply to this agreement.

3. Applications

Access to Zillie is by application, and we review every application by hand. We may decline an application, for example if: - we can't properly support the Practice's sector; - the information given is inaccurate; or - the proposed use carries unacceptable legal, regulatory or reputational risk.

4. Accounts

You're responsible for: - the accuracy of your account information; - who has access to your account and what they can do; - keeping sign-in details secure; and - removing people who no longer need access.

Tell us promptly if you think your account or a connected account has been compromised.

5. Free trial

New Practices may receive a 14-day free trial. The features and allowances included are shown when the trial starts. You don't need to give payment details to start it. To keep using Zillie when the trial ends, you choose a plan and add payment details, and your paid subscription starts then. We'll remind you before the trial ends.

Some Practices may be offered different introductory terms, such as the Founding Partner offer. Those terms are set out in writing when offered and apply in place of this section where they differ.

6. Plans, weekly batches and allowances

Each plan includes a weekly batch of drafted posts, allowances for drafts, images and other features, and optional top-ups up to a stated ceiling. Current plans and prices are shown on our website and in Zillie at the time you subscribe.

How weekly batches work. Each week Zillie drafts a batch for you to review, ready on Monday. - If a batch isn't reviewed before the next one is due, Zillie pauses instead of drafting another. - If it still isn't reviewed, the unreviewed batch expires. Expired drafts are removed and can't be recovered. - A paused week uses nothing from your allowance.

Unused allowances don't carry over and don't create a credit or refund.

7. Fees, renewal and cancellation

• You agree to pay the fees shown when you subscribe. Prices state whether VAT is included.
• Subscriptions renew automatically each billing period until cancelled.
• If a payment fails, we may retry it, ask you to update your payment method, restrict paid features, or suspend the account after reasonable notice.
• You can cancel at any time in Zillie. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• Fees already paid aren't refunded, except where the law requires.

8. AI-drafted content

Zillie uses AI to draft content. AI can be wrong: it may produce content that is inaccurate, incomplete, out of date or unsuitable for your regulatory position. Every AI-written post is a draft until an authorised person at your Practice approves it. AI never replaces your professional judgement.

9. Approval

No content is published through Zillie until an authorised person at your Practice has approved it. Zillie can't publish unapproved content on its own, and only a user with reviewing rights can approve a post.

You're responsible for making sure that the person approving: - has authority to do so; - understands the service or treatment described; and - reads the content before approving it.

Approval means your Practice has reviewed the content and instructs Zillie to publish it to the channels and at the time you chose.

10. Compliance checks

Zillie checks drafts against the rules it holds for your Practice. These include: - the CAP Code; - the Human Medicines Regulations 2012 on advertising medicines; - the standards of your professional regulator where Zillie supports it (currently the GMC, GDC and HCPC); and - related legislation such as the Dentists Act 1984.

If your regulator isn't yet supported, we'll tell you, and we won't describe our checks as covering its rules. Where a profession has no statutory regulator, such as nutrition, Zillie checks against the CAP Code and the law that applies to everyone, and not against any professional body's own standards.

These checks help you comply, but they aren't legal, regulatory or professional advice. We don't guarantee that approved content meets every rule, interpretation or platform policy that applies to you.

Your Practice remains responsible for complying with: - your regulator; - the ASA and CAP Code; - the MHRA; - data protection law; - professional confidentiality; and - each platform's rules.

You're also responsible for the accuracy of the facts you give Zillie.

11. Patient material and consent

You must not give Zillie identifiable patient material unless you're legally entitled to use it for the intended purpose. That includes photographs, videos, testimonials and other information. Where explicit consent is needed, you must obtain it.

• Zillie generates consent requests for you to send. Your Practice sends them to its patients. Zillie doesn't contact patients.
• Zillie records the patient's response on your behalf and won't let patient material be published without a consent record.
• A consent link expires 30 days after it is sent if the patient hasn't answered, and you can withdraw it at any time and issue a new one.
• If a patient withdraws consent, Zillie records the withdrawal and blocks the affected material from being published again. You decide what else is required, such as removing posts already published.
• We can't remove content that a platform controls or that others have copied or shared.

Zillie never decides on its own that patient material should be used.

12. Voice and video

Where your plan includes it, Zillie can create a synthetic copy of a person's voice (a voice clone) from recordings you provide, and use it with images to make short video clips.

• You must only provide recordings of a person who has given you clear permission for their voice to be cloned and used in your Practice's content. You're responsible for obtaining and keeping that permission.
• Voice clones are created and held by our voice provider on our behalf, and are used only for your Practice's content.
• When your account closes, we delete the voice clone from our voice provider.
• Every clip Zillie makes is marked as AI-generated, and that marking can't be switched off.
• A clip is content like any other. It can't be published until an authorised person approves it, and adding a clip to a post that was already approved means the post must be approved again.

13. Your content and ownership

Your content. You keep ownership of everything you provide to Zillie. You give us a non-exclusive licence to store, analyse, adapt and otherwise process it only as needed to provide, secure and support Zillie for you. The licence ends when the content is deleted under our retention terms.

Content made for you. As between us, you may use the content Zillie creates for your Practice for your business, subject to any third-party rights.

Our technology. Zillie itself belongs to Grace London Clinic Ltd or its licensors. That includes the software, prompts, models, rules, templates, workflows, the 4C Protocol and our brand. You may not copy, reverse engineer or resell it.

14. Connected accounts and third-party platforms

When you connect a social media account, you confirm you have authority to do so, and you authorise Zillie to: - read the permitted account information and performance figures; - upload media; and - publish content you've approved.

Each platform's own terms apply.

Platforms such as Meta (including Facebook, Instagram and Threads), LinkedIn, Google/YouTube and Bluesky are outside our control. They may have outages, change their rules or services, reject or delay posts, or restrict accounts, and we're not responsible for their decisions. Where a post fails to publish, Zillie will tell you.

15. Booking links

Links in your posts route through Zillie so clicks through to your booking page can be counted. We record that a link was clicked and when, and nothing that identifies the person who clicked it — no IP address, no device details, no cookie. They are forwarded straight to your own page.

Zillie doesn't provide your booking system or your services, and doesn't know whether a click became an appointment.

16. Research

Zillie studies publicly available posts from practices in your field to identify patterns, such as how posts open, their length and their structure. It records measurements, not text for reuse. Results are shown as patterns across many posts, never as a comparison with a named practice. You must not use Zillie to copy another person's or organisation's content.

17. Social listening

Where enabled, Zillie searches public posts on Bluesky and YouTube for the names you tell us your Practice is known by. A mention may be suggested as a subject for your drafts; you're never required to use it. Negative mentions are shown to you and are never turned into content.

18. Acceptable use

You must not use Zillie to: - break the law or mislead patients or the public; - advertise prescription-only medicines to the public; - make claims you know to be false or unsupported; - breach patient confidentiality, or use patient material without the right permission; - impersonate anyone or infringe intellectual property; - get around Zillie's approval, compliance or security controls; or - attack, overload or gain unauthorised access to the service or another account.

We may restrict or suspend access if we reasonably believe these rules have been broken.

19. Data protection

Each of us will comply with data protection law.

• We are the controller for account, applicant, billing and security data, as described in our Privacy Policy.
• We are the processor for personal data we handle on your instructions, including patient data. For that data, you are the controller and Schedule 1 applies.

20. Security and availability

We protect the service and your data with appropriate technical and organisational measures, including: - encryption in transit; - encrypted storage of access tokens; - access controls that keep each Practice's data separate; and - restricted administrative access.

You must protect your own accounts, devices and users.

We aim for a reliable service but don't guarantee it will be uninterrupted or error-free. Where practical, we'll give notice of planned maintenance likely to cause disruption.

21. Changes to Zillie and to these Terms

Zillie is developing, and we may add, change or remove features. We won't remove the core purpose of a paid plan without reasonable notice.

We may update these Terms for changes to the service, the law, security or third-party platforms. We'll give at least 30 days' notice of changes that materially affect paying Practices, unless an urgent legal or security reason requires sooner.

22. Suspension and termination

We may suspend access where reasonably necessary, for example for: - non-payment; - a security compromise; - unlawful activity; - serious or repeated breach of these Terms; - risk to patients or others; or - a requirement of law or a platform.

Where appropriate, we'll explain why and give you a chance to put it right. We may act immediately to protect security or safety.

We may end the agreement for a material breach not remedied within 14 days of notice, or immediately for fraud, serious misuse or where continuing would be unlawful. You may end it by cancelling (section 7).

23. When an account ends

• Paid features stop at the end date, and publishing connections are disabled.
• You'll have 30 days to download an export of your data: your posts and their text, your media, the documents you uploaded, your patient consent records, and the compliance and approval trail.
• After 30 days your content is deleted. Your clinic record is anonymised 90 days after closure.
• We keep billing records for 6 years, as the law requires, and keep patient consent records and the compliance trail for the period set out in our Privacy Policy.
• You can reopen the account within the 30-day window.

24. Confidentiality

Each of us will protect the other's confidential information with reasonable care. We'll use it only for this agreement and share it only with people who need it and are bound by confidentiality. This doesn't apply to information that is already public or must be disclosed by law.

25. No professional advice

Zillie is software. It doesn't provide medical, dental, legal or regulatory advice, or clinical judgement.

26. Warranties

We'll provide Zillie with reasonable care and skill. We don't warrant that: - every AI-drafted statement will be accurate; - every regulatory issue will be caught; - every platform will accept every post; or - Zillie will produce any particular engagement, bookings or revenue.

27. Liability

Unlimited liability. Nothing in these Terms limits liability that can't legally be limited, including for: - death or personal injury caused by negligence; and - fraud or fraudulent misrepresentation.

Excluded losses. Subject to that, neither of us is liable for: - loss of profit, revenue, business or goodwill; or - indirect or consequential loss.

Losses we're not responsible for. We aren't responsible for loss arising from: - inaccurate information you gave us; - content you changed after our checks, or published outside Zillie; - content you approved against a Zillie warning; - unauthorised use of your account; - your breach of your professional obligations; or - the acts of third-party platforms.

Cap. Our total liability under this agreement in any 12-month period is limited to the fees you paid us in that period.

28. General

• These Terms, your plan details, the Privacy Policy and Schedule 1 are the whole agreement between us.
• If any part is unenforceable, the rest still applies.
• A delay in enforcing a right doesn't waive it.
• You may not transfer this agreement without our written consent. We may transfer it as part of a reorganisation or sale of our business.
• Notices may be given by email or in Zillie, so keep your contact details up to date.
• Neither of us is liable for delay caused by events beyond reasonable control.

29. Governing law

These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

30. Contact

Grace London Clinic Ltd (trading as Zillie), 64 Park Road, Hythe, Kent, CT21 6ET, hello@gracelondon.clinic, company number 15660834.

Schedule 1: Data Processing Agreement

This Schedule applies where Zillie processes personal data on a Practice's behalf. The Practice is the controller and Grace London Clinic Ltd is the processor. It is intended to meet Article 28 of the UK GDPR.

1. Subject matter and duration. Processing needed to provide the Zillie features the Practice uses, for as long as it uses them, plus the export and deletion period in section 23 of the Terms.

2. Nature and purpose. Storing, organising, analysing (including with AI), adapting, checking, transmitting and publishing personal data on the Practice's instructions, and creating voice clones and video clips from it where the Practice uses those features. This includes recording patient consent and withdrawal, and publishing approved content.

3. Data subjects. Patients and prospective patients, Practice staff, and anyone else who appears in material the Practice provides.

4. Personal data. Names, contact details, photographs, videos, voice recordings and voice clones, testimonials, consent records, and other personal data the Practice provides. This includes special category data concerning health where the Practice provides it.

5. Instructions. We process this data only on the Practice's documented instructions, which include its configuration and use of Zillie, unless the law requires otherwise. We'll tell the Practice if we believe an instruction breaks data protection law.

6. Confidentiality. Everyone we authorise to process the data is bound by confidentiality.

7. Security. We apply appropriate technical and organisational measures for the nature of the data, including health data, as described in section 20 of the Terms.

8. Sub-processors. - The Practice gives general authorisation for the sub-processors listed in our Privacy Policy. - We'll give at least 14 days' notice of any new or replacement sub-processor, and the Practice may object on reasonable data protection grounds. - We impose equivalent data protection obligations on each sub-processor and remain responsible for them. - We use AI providers' business services under terms that don't permit them to train models on the data we send.

9. International transfers. We transfer the data outside the UK only with a lawful safeguard, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum.

10. Individuals' rights. We'll help the Practice respond to requests from individuals exercising their rights, and pass on any request we receive directly.

11. Breaches. We'll tell the Practice without undue delay, and in any event within 48 hours, after becoming aware of a personal data breach affecting its data. We'll give the information we have to help it meet its own obligations.

12. Assistance. We'll reasonably assist the Practice with security, breach notifications, data protection impact assessments and consultations with the ICO, taking into account the information available to us.

13. Deletion and return. When the service ends, and at the Practice's choice, we'll return or delete its personal data, including copies, unless the law requires us to keep it.

14. Audits. - We'll make available the information reasonably needed to show we meet our Article 28 obligations. - Where data protection law requires, we'll allow and contribute to reasonable audits by the Practice or its auditor, on reasonable notice, subject to confidentiality and security safeguards, and at the Practice's cost. - The Practice will first rely on the documents and security information we already provide, and will request an inspection no more than once a year unless a breach or a regulator requires it.

15. The Practice's responsibilities as controller. The Practice is responsible for: - having a lawful basis for the personal data it gives Zillie, and meeting the conditions for special category data; - obtaining patients' consent or other authority where required; - giving patients and others the privacy information they need; - the accuracy and lawfulness of its instructions to Zillie; and - deciding how long patient material and consent records should be kept.

Nothing in this Schedule relieves either party of duties data protection law places on it directly.

16. Precedence. If this Schedule conflicts with the rest of the Terms on the processing of personal data, this Schedule prevails.