Terms of Service

1. These terms

These terms form an agreement between [Legal entity name] ("we") and the business subscribing to the service ("you"). By creating an account or using the service you accept them. If you are accepting on behalf of an organisation, you confirm you are authorised to bind it.

2. What the service does

Frontex AI answers inbound telephone calls on your behalf. Depending on the plan and your configuration it can book, reschedule and cancel appointments, answer questions from material you supply, capture messages and callback requests, send SMS confirmations, and transfer urgent calls to a number you nominate.

The agent follows the rules you configure. You are responsible for those rules being correct — including your opening hours, pricing, services, and the circumstances in which a call should be escalated to a person.

3. Trial and subscription

• Plans are billed monthly in advance and include the voice minutes stated on the pricing page. Usage beyond the included allowance is billed at the rate then in effect.
• The 14-day trial ends automatically. We will tell you before the first charge.
• You can cancel at any time, effective at the end of the current billing period. Fees already paid are not refundable except where the law requires it.
• Prices are stated in Canadian dollars (CAD) and exclude applicable sales taxes, which are added where required.

4. Your responsibilities

• Keep account credentials secure and tell us promptly if you suspect unauthorised access.
• Make sure you are entitled to forward your telephone number to the service and to have calls to it answered on your behalf.
• Give lawful notice to your callers where your jurisdiction requires it — for example before recording a call.
• Provide accurate configuration and keep it current. We are not responsible for a booking made against opening hours you did not update.

5. Acceptable use

You must not use the service to:

• Break the law, or help anyone else do so.
• Place or receive calls in breach of telemarketing, anti-spam or do-not-call rules.
• Impersonate another person or business, or misrepresent the agent as a human where disclosure is required.
• Handle categories of data your plan does not cover — for example protected health information without an executed Business Associate Agreement, or cardholder data of any kind.
• Attempt to probe, scrape or disrupt the service or its infrastructure.

6. What the agent is, and is not

The agent is an automated assistant. It is not a professional adviser. It does not give tax, legal, medical, or financial advice, and nothing it says is a professional opinion or creates a professional relationship between a caller and you or us.

The service is not an emergency line. It must not be presented to callers as a route to emergency services. Callers with an emergency should be directed to 911 or local emergency services.

Speech recognition and language models make mistakes. Names, numbers and dates can be misheard. You should verify anything that matters before acting on it.

7. Data

You own your data and your callers' data. We process it only to provide the service, as described in our Privacy Policy, which forms part of these terms. You can export your data at any time while your subscription is active.

After termination we retain your data for 30 days so you can export it, then delete it. Aggregate statistics containing no personal information may be retained.

8. Availability

We aim to keep the service available continuously and will give advance notice of planned maintenance where practical. Any uptime commitment and its remedy apply only if stated in a signed order form or service level agreement; published marketing figures are targets, not guarantees. The service depends on third-party telephony and model providers whose outages are outside our control.

9. Intellectual property

We keep all rights in the software, models, and interfaces. You keep all rights in your content and configuration, and grant us the licence needed to host and process it in order to run the service. Feedback you send us may be used without obligation.

10. Warranties and liability

The service is provided "as is". To the extent the law allows, we exclude implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Neither party is liable for indirect, incidental or consequential loss, or for lost profits, revenue, goodwill or data. Our total liability for any claim is limited to the fees you paid in the twelve months before the event giving rise to it.

Nothing here excludes liability that cannot lawfully be excluded, including for fraud or for death or personal injury caused by negligence. Some jurisdictions do not allow certain exclusions, so parts of this section may not apply to you.

11. Indemnity

You will defend and indemnify us against claims arising from your use of the service in breach of these terms, from your configuration, or from your failure to give a notice or obtain a consent your jurisdiction requires.

12. Suspension and termination

We may suspend the service on notice for non-payment, or immediately where use threatens the security or lawful operation of the platform. Either party may terminate for material breach that is not cured within 30 days of written notice.

13. Changes

We may update these terms. For material changes we will give at least 30 days' notice by email or in the console. Continuing to use the service after a change takes effect means you accept it; if you do not, you may cancel before it takes effect.

14. Governing law

These terms are governed by the laws of Ontario, Canada, and the courts of that province have exclusive jurisdiction, without regard to conflict-of-laws rules. Nothing here removes a consumer protection right available to you where you live.

15. Notices

[Legal entity name]
160 Centennial Pkwy North, Hamilton, ON L8E 1H9
legal@frontexai.com