Chatbot Disclaimer – Southpoint Family Doctors
Last updated: 2 March 2026
Applies to: Ray, the chatbot available on this website operated by Southpoint Family Doctors (“we”, “us”, “our”).

1) About Ray

Ray is our online assistant. Ray provides general information and guidance about our medical services, clinic hours, appointments, and common health topics. Ray uses automated responses, which may include generative AI.

Ray is designed to assist with general enquiries, provide helpful information, and help you contact our team.

2) Not medical advice

Information provided by Ray is general in nature and is not medical advice, diagnosis, or treatment. It is not a substitute for consultation with a qualified doctor, nurse, or other registered health professional.

You should always seek personalised medical advice from a healthcare professional regarding your specific health concerns. Never ignore professional medical advice or delay seeking treatment because of information provided by Ray.

If you believe you are experiencing a medical emergency, call 111 immediately.

3) No guarantees of accuracy or completeness

While we aim to provide helpful and accurate information, Ray may produce incomplete, outdated, or incorrect responses. We make no warranties (express or implied) regarding the accuracy, reliability, availability, or suitability of any content provided.

4) No doctor–patient relationship is created

Your use of Ray does not create a doctor–patient, nurse–patient, or other clinical relationship with us. A clinical relationship is only established once you are formally registered as a patient and attend a consultation (in person or via telehealth) with one of our health professionals.

5) Urgent and emergency situations

Ray is not monitored continuously and must not be used for urgent or emergency medical matters.

If you have:

• Chest pain
• Difficulty breathing
• Severe bleeding
• Signs of stroke
• Thoughts of self-harm
• Any other life-threatening symptoms

Call 111 immediately.

For urgent (but non-life-threatening) matters outside clinic hours, please contact an appropriate after-hours medical service.

6) Security and sensitive information

For your privacy and security, please avoid sharing highly sensitive information through Ray unless necessary for your enquiry.

Do not share:

• Credit card details
• Account passwords or verification codes
• Highly sensitive medical information unless required to book or manage an appointment

If you need to provide detailed medical information, we recommend doing so during a secure consultation with one of our clinicians.

7) Privacy and data use

We may log and review conversations with Ray to operate the service, improve quality, and for security and audit purposes. We may use third-party providers (for example, cloud hosting or AI platforms) to process interactions.

Your information will be handled in accordance with the Privacy Act 2020 (NZ) and our Privacy Policy.

Please avoid entering personal information unless it is necessary for your enquiry.

8) Third-party services and transfers

Ray may rely on third-party services and infrastructure. Data may be processed in other countries. While we take reasonable steps to ensure appropriate safeguards are in place, we do not control third-party systems and are not responsible for their outages or errors.

9) Availability and changes

Ray is provided on an “as is” and “as available” basis. We may modify, suspend, or discontinue the chatbot at any time without notice. Content and responses may change without notice.

10) Limitation of liability

To the maximum extent permitted by New Zealand law, we exclude all liability for any loss, damage, costs, or expenses arising from or in connection with your use of Ray or reliance on its content.

Nothing in this disclaimer limits any rights that cannot legally be excluded under New Zealand law.

11) Your responsibilities

You are responsible for:

• Evaluating whether information provided by Ray is appropriate for your situation
• Seeking professional medical advice where required
• Using Ray in a lawful and appropriate manner

12) Escalation and human assistance

If your matter is urgent, complex, or requires clinical advice, please contact us directly via phone or book an appointment through our website.

For medical emergencies, call 111.

13) Intellectual property

All content provided through Ray (including generated responses as compiled and presented) is owned by us or our licensors. You may use the content for personal, non-commercial purposes related to your enquiry. Any other use requires our prior written consent.

14) Governing law

This disclaimer and any disputes arising from chatbot use are governed by the laws of New Zealand, and you submit to the non-exclusive jurisdiction of the New Zealand courts.

15) Acceptance of these terms

By using Ray, you acknowledge that you have read, understood, and agree to this Chatbot Disclaimer.