FAQ
HIPAA answers for clinics. Pricing answers for everyone.
Two short, anchored sections — the clinic tier first, then Solo, Pro, and Clinic side by side. One page, plain language, no contact-us gate.
Clinic customers — read this first
How Hearsey handles PHI so it stays out of your drafts.
Clinic plan specifics — what is drafted from, what is never pulled from your charts, and the redaction helper.
Does Hearsey sign a Business Associate Agreement?
Yes — on the Clinic plan. We sign a BAA before your account goes live, covering the draft pipeline, the redaction helper, and the audit trail. The BAA is the same shape other clinic tooling uses: it lists what's in scope, who handles a breach, and how long data is retained. Get in touch on the signup confirmation email and we'll send a draft within a working day.
What are replies actually drafted from?
From the public review only — the text a patient typed on Google, Yelp, or Facebook. No patient names, no appointment details, no chart notes, no internal messaging ever enters the draft pipeline. If a reviewer volunteers a name in the body of the review, our redaction helper strips it before the draft is generated.
What's never pulled from our charts or EHR?
Anything you wouldn't post back to the public review. We don't connect to your EHR, scheduling system, or intake forms — Hearsey's reply path only reads the public review and the public profile. The Clinic plan doesn't change that line; it hardens it with the BAA, the redaction helper, and the audit trail on every draft.
What does the redaction helper actually catch?
Anything clinical that slips into a draft before it lands in your inbox — patient names, dates of birth, appointment dates, procedure names, internal staff names. A red flag pauses the draft and shows the offending phrase; approve the cleaned version or rewrite it yourself. The redaction helper runs on every Clinic draft, and never silently passes a flagged phrase.
How do private replies stay private on the Clinic plan?
Private replies go through the same clinic-safe reply path — never logged with marketing data, never shared with a third-party vendor, never used to train any model. If you ever cancel, the audit trail returns with you, and Hearsey retains nothing you haven't explicitly exported. The Clinic plan ships the same SMS and email escalations as Pro; the difference is what's behind the curtain.
How are Clinic escalations different from Pro?
On Pro, an escalation is an SMS or email with the review and a recommended reply. On Clinic, the SMS/email still goes out, but the recommended reply is pre-screened by the redaction helper, the draft goes through the audit trail, and a private-reply option is one tap away. You're still the approver — we just remove the steps that would put PHI into a slipstream.
What happens to clinic data if we cancel or switch tools?
Cancel from /account/billing — one click into the Stripe customer portal. The audit trail steps you through a CSV export before the account is closed; once the export is in hand, Hearsey retains nothing tied to your location. If you sign a new BAA with another vendor, we hand the export over; if not, the data ages out within 30 days.
Solo, Pro, and Clinic — at a glance
Pricing, billing, and what each plan actually includes.
The price, the cadence, and the actual limits — the small print we'd want to read before signing up ourselves.
What does each plan cost, and how does it bill?
Solo is $79 / month, per location. Pro is $149 / month, per location. Clinic is $249 / month, per location. Every plan bills month-to-month through Stripe — same cadence, same currency, same portal. Prices never quietly change at renewal; we email 14 days before any change takes effect.
How does the 14-day trial actually work?
Pick Solo, Pro, or Clinic and the trial starts that day — full feature access for 14 days, no card required up front. We email on day 12 with a one-click path into the Stripe portal to confirm billing; if you don't confirm, the account drops to read-only at day 14 and Hearsey stops sending drafts. Nothing is retroactively charged.
Is there an annual lock-in or a setup fee?
No annual lock-in. No setup fee. No “contact us for enterprise pricing.” Every plan is per location, billed monthly, and you can cancel from /account/billing any time. Switching tiers (Solo → Pro → Clinic) is in the same portal, takes effect on the next cycle, and your saved voice carries over.
When do I outgrow Solo vs. Pro vs. Clinic?
Solo caps at 50 on-brand AI replies per month — if you're replying to more than that on a typical week, Pro's unlimited replies make sense. Pro and Clinic share the same reply volume and channel coverage; the difference is HIPAA-aware handling and the clinic-safe reply path, so the trigger for Clinic is whether reviews ever touch clinical content.
Where do I see my current plan or cancel?
/account/billing shows your current plan, the next renewal date, and a button to open the Stripe customer portal — that's where you update payment details, change tiers, or cancel. Cancellation takes effect at the end of the current monthly cycle, and you'll keep full access until that date.
Still curious?
Write to us.
If yours isn't here, write to hearseyai@polsia.app — a real person at Hearsey will reply, usually within a day.