Effective October 5, 2026
Willow is a practice-management platform for psychotherapists, provided by Sulo Systems Inc. ("Sulo Systems," "we," "us"). These Terms of Service ("Terms") govern your access to and use of Willow (the "Service"). By creating an account or using the Service, you agree to these Terms.
A "Practice" is a therapy practice, clinician, or other organization that signs up for Willow. Practice staff ("Practitioners") act on behalf of their Practice. Clients of a Practice may also use Willow's client portal to book appointments, message their practitioner, sign forms, and pay invoices. These Terms apply to Practices, Practitioners, and Clients alike, except where a section says otherwise.
Each Practice is solely responsible for the accuracy, legality, and appropriateness of the client information, clinical notes, and other content it stores in Willow, and for its own compliance with the professional, regulatory, and privacy obligations that apply to it (including any applicable health-information-privacy law). Sulo Systems provides the software; it does not provide clinical, legal, or regulatory advice, and is not a party to the therapeutic relationship between a Practice and its Clients.
You're responsible for keeping your login credentials confidential and for all activity under your account. You agree not to use the Service to violate any law, infringe anyone's rights, upload malicious code, or attempt to access data that doesn't belong to you or your Practice.
A Practice may name one emergency contact in Settings → Emergency Access. By doing so, and by agreeing to the procedure shown there, the Practice instructs Sulo Systems to grant that person Practice Admin access to the Practice's account if, and only if, the procedure has been followed: the emergency contact verifies their identity, provides proof that the Practitioner has died or is incapacitated, and, after we have tried to reach the Practice and allowed a short waiting period, we are satisfied the request is genuine. We may refuse or delay access if we can't verify a request to our satisfaction, and we are not liable for doing so, or for granting access in good faith in accordance with the procedure.
The Practice is responsible for choosing a trustworthy emergency contact, telling that person they have been named, and keeping their details current. An emergency contact acts on the Practice's behalf; the Practice, or its legal successor, remains responsible for its obligations as health information custodian. This feature is a service we provide, not legal advice, and doesn't by itself satisfy any requirement of a regulatory college or law. A Practice with no emergency contact on file has given us no instruction to grant anyone access.
Practices subscribe to Willow on a recurring basis at the price shown at checkout, billed through our payment processor, Stripe. Subscriptions renew automatically until cancelled; you can cancel at any time from Settings, and access continues through the end of the paid period. Fees are non-refundable except where required by law.
Willow can optionally let a Practice connect its own Stripe account so its Clients can pay invoices online. Those payments go directly to the Practice's own Stripe account — Sulo Systems does not hold, control, or take a share of Client payments made this way, and is not responsible for a Practice's billing arrangements with its own Clients.
Appointments booked through Willow are between a Client and their Practice, and are subject to that Practice's own scheduling and cancellation policies. A Practice can set how many hours' notice a Client needs to cancel or reschedule an appointment online through the client portal (24 hours by default); within that window, self-service cancellation and rescheduling are unavailable online, and the Client must contact the Practice directly. This limit applies only to a Client's own self-service actions — a Practice's staff can always cancel or reschedule any appointment. Sulo Systems does not set, enforce, or collect any cancellation or late-notice fees; any such fee is a matter between the Practice and its Client, under the Practice's own policies.
We may suspend or terminate access to the Service for a Practice that breaches these Terms, doesn't pay its subscription, or uses the Service in a way that puts other users or Sulo Systems at risk. A Practice may stop using the Service at any time by cancelling its subscription.
The Service is provided "as is," without warranties of any kind. To the maximum extent permitted by law, Sulo Systems will not be liable for indirect, incidental, or consequential damages, or for any amount exceeding the fees paid for the Service in the twelve months before the claim arose.
We may update these Terms from time to time. If we make material changes, we'll provide reasonable notice (for example, by email or an in-app notice) before they take effect.
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-law principles.
Questions about these Terms? Reach us at sulosystems@gmail.com.
See also our Privacy Policy.