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Terms of service

The rules of the relationship, written to be read once and understood.

Short sentences, no defined-term maze. The commercially important parts are billing, uptime and the list of things the service will never be configured to do.

  1. 01

    What you are agreeing to

    These terms apply when you create an account and when the service answers or places a call on your behalf. By signing up you accept them on behalf of the business you name on the form.

    The service is sold to businesses for use on business telephone lines. It is not sold to individuals for personal use, and it is not sold for use on lines you do not control.

  2. 02

    What we are responsible for

    • Answering and placing calls according to the configuration you approved
    • Keeping the disclosure line, the consent request and the handoff behaviour working on every call
    • Reading and writing only the systems you connected, and only the fields you mapped
    • Recording, transcribing and summarising calls according to the retention windows you set
    • Telling you when a call type, language or integration is not ready, rather than shipping it quietly
  3. 03

    What you are responsible for

    • Having the right to use the telephone numbers you point at the service
    • The lawfulness of any outbound list you upload, including how the numbers were obtained
    • The accuracy of the content it speaks from, such as prices, hours, policies and availability
    • Naming a person or a queue that will accept handoffs during the hours you operate
    • Keeping your own account access secure, and removing people who leave your team
    • Reviewing transcripts in the first weeks and telling us where the configuration is wrong
  4. 04

    What the service will not be configured to do

    These limits are enforced in the product. A request to remove them is a request we will refuse, and continuing to press it is grounds for us to end the agreement.

    • Claim to be a human, or avoid saying it is an AI when the first line is spoken
    • Continue a call after the person has asked for a human, or ask them a second time why
    • Imply legal consequences, threaten, or pressure anyone over a payment
    • Negotiate a discount, a waiver or a settlement on a payment call
    • Call a number that appears on a do-not-call registry or on your own suppression list
    • Call outside the hours permitted for the region the number belongs to
    • Collect card numbers, passcodes or passwords on a call
    • Impersonate a named individual, or clone a specific person voice without their written consent
    • Run political, religious or deceptive campaigns of any kind
  5. 06

    Minutes, invoices and what is not billed

    Invoices are due within 15 days. If an invoice is genuinely disputed, tell us and the disputed portion pauses while we look at the call records together.

    Measurement
    Per second, invoiced per minute, with no rounding up
    Clock starts
    When the service speaks its first line, not when the call connects
    Clock stops
    At the moment a call is transferred to one of your people
    Not billed
    Any call handed to a person inside the first thirty seconds
    Monthly base
    Charged in advance, keeps numbers and integrations live
    Usage
    Charged in arrears for the month just finished
    Telephony
    Billed to you by your own carrier, never resold or marked up by us
  6. 07

    Availability, and what happens when we are down

    We target 99.9 percent monthly availability for call answering. Planned maintenance is announced at least 72 hours ahead and is scheduled outside peak calling hours for your region.

    You should always configure a fallback: a ring to a desk, a queue, or voicemail. If the service cannot answer, the call should reach a person or a recording rather than a dead line. We will help you set this up and we will not treat it as optional.

    Where availability falls below the target in a month, service credits are applied against the following invoice. Credits are the remedy for downtime.

  7. 08

    Accuracy, and the limits of a voice agent

    The service reads your systems and speaks what it finds. If a price, a slot or a status is wrong in your system, it will be spoken wrongly on the call, and that is your content rather than our defect.

    Speech recognition is not perfect in any language. The defence against that is the confidence threshold and the handoff, which is why the threshold cannot be set to zero. You should keep it high in the first weeks.

    The service does not give medical, legal, financial or regulatory advice, and cannot be configured to. Those requests become handoffs.

  8. 09

    Your data, and your right to take it

    Recordings, transcripts, summaries and logs belong to you. Export them at any time in open formats, during the agreement and for 30 days after it ends.

    Your telephone numbers are yours throughout. Nothing here gives us any claim over a number you pointed at the service.

  9. 10

    When we will suspend a line

    We will suspend outbound calling immediately, with notice to you, if we see calling outside permitted hours, calling to scrubbed numbers, opt-outs being ignored, or a script edited to pressure people.

    Inbound answering is suspended only for non-payment after notice, or where a line is being used for something on the forbidden list. Suspension of inbound is a last resort because it is your customers who feel it.

  10. 11

    Ending the agreement

    Monthly plans can be cancelled at any time and run to the end of the paid month. There is no exit fee and no notice period. Annual agreements run to their term unless both sides agree otherwise.

    When an account closes, call answering stops at the end of the paid period, exports stay available for 30 days, and everything is deleted after that. Point your numbers back to your own line before the end date so no caller meets silence.

  11. 12

    Liability

    Neither side is liable for indirect or consequential loss, including lost profit or lost business, however it arises. Our total liability in any twelve month period is limited to the fees you paid in that period.

    That limit does not apply to our own wilful misconduct, to a breach of the forbidden list caused by us, or to anything that cannot be limited by law.

  12. 13

    Changes to these terms

    Material changes are notified at least 30 days before they take effect, by email to the account owner. If a change does not work for you, you can cancel before it applies and nothing further is charged.

    We will not change the forbidden list in a way that weakens it. It can only get stricter.

These terms are governed by the laws of India. Where a signed customer agreement says something more specific, that agreement governs.