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Dragon Medical One Terms & Conditions
Dragon Medical One – Terms & Conditions
For a complete overview of available subscription options, visit our Dragon Medical One product page.
1. Overview & Agreement Acknowledgement
- All software, equipment, and services are governed by the Nuance Terms & Conditions.
- The Client confirms they have reviewed and agree to the above terms.
- The Client has reviewed the system requirements and confirms that their environment meets the necessary technical criteria.
- Hosted Services commence upon delivery of the VoiceX "Welcome Kit", which includes login details.
- Nuance is a third-party beneficiary of this agreement and may enforce payment obligations.
- Late payments may result in service suspension.
2. License Transfer Policy
Licenses are assigned to individual users. To transfer a license, email support@voicex.com.au with the current user’s login and the new user’s full name and email address.
3. Subscription Types & Payment Terms
Month-to-Month Subscription
Choose the monthly arrangement that suits your needs:
- Ongoing monthly subscription: billed monthly in advance by direct debit. Provide cancellation notice at least 7 days before the next billing cycle.
- 30-day subscription: automatically expires after 30 days unless VoiceX receives instructions to renew. VoiceX provides a renewal quote or advice 7 days before expiry.
- Included service: support and user assistance during the active subscription. A dedicated training session is not included.
12-Month Subscription – Monthly Payment (Discontinued)
- 12-month fixed term.
- Monthly payments in advance.
12-Month Subscription – Quarterly Payment (Discontinued)
- 12-month fixed term.
- Quarterly payments in advance.
12-Month Prepaid Subscription
- Payment due prior to activation or per invoice terms.
- Valid for 12 months. Clients will be contacted 60–30 days prior for renewal.
- Applicable for all Dragon Medical One 12-month agreements including;
2-Year Prepaid Subscription
- Payment due prior to activation or per invoice terms.
- Valid for 24 months. Clients will be contacted 60–30 days prior for renewal.
- Applicable for all Dragon Medical One 2-Year Subscription options, including;
- Dragon Medical One + 2-Year Option
- Dragon Medical One Essentials 2-Year Option
Payments are securely processed via Westpac PayWay: View terms
4. VoiceX Support & SLA
Support includes Dragon Medical One and PowerMic Mobile. Channels include email, phone, and remote desktop access. Onsite support may incur additional charges. All incidents are managed according to the following priority levels:
Incident Priority Levels
| Priority Level | Description & Examples | Response Time |
|---|---|---|
| High | Significant impact on system or workflow. Affects productivity and clinical documentation. Examples: No audio input, critical software crashes, inability to access Dragon. |
Within 4 hours |
| Medium | Moderate impact on productivity or user experience. Examples: Speech recognition accuracy issues, profile errors, intermittent crashes. |
Within 24 hours |
| Low | Minor issues or general queries with no operational impact. Examples: Cosmetic UI glitches, usage questions, enhancement requests. |
Within 24–48 hours |
Escalations to Nuance follow unresolved VoiceX support sessions and are subject to Nuance SLA.
Contact: support@voicex.com.au | 1300 551 778
5. Renewal & Cancellation Policy
Ongoing monthly direct debit: continues each month until cancelled. Cancellation notice is required at least 7 days before the next billing cycle.
30-day subscription: expires automatically after 30 days unless renewal instructions are received. VoiceX provides a renewal quote or advice 7 days before expiry.
Prepaid fixed-term subscriptions: expire at the end of the agreed term unless renewed. VoiceX issues a renewal quote 60–30 days before expiry. Complete the renewal form at least 24 business hours before expiration to maintain service continuity.
Refunds & Early Termination
- Month-to-Month Plans: May be discontinued at any time with 7 days’ notice before the next billing cycle.
- Fixed-Term Plans (12, 24, or 36 months): No early cancellation refunds. Licenses remain active until the end of the term.
- All licenses are non-refundable once activated.
6. Compliance & Ethics
Supplier Code of Conduct
VoiceX complies with the State’s Supplier Code of Conduct. These standards do not override statutory obligations.
Modern Slavery Act
VoiceX complies with the Modern Slavery Act 2018 (Cth) and affirms no known offenses. Breaches may result in immediate termination.