Terms of Service

These terms form an agreement between Conciaraand the person or organisation that opens an account. By creating an account you accept them. If you accept them on behalf of an organisation, you confirm that you are authorised to bind it, and references to “you” mean that organisation.

Conciara provides artificial-intelligence agents that answer and place telephone calls and that can converse with visitors to your website. You configure what your agent says and does. We operate the service and provide you with a record of each conversation.

You are responsible for the accuracy of your account information, for maintaining the confidentiality of your credentials, and for all activity under your account. You must notify us promptly of any unauthorised use.

You are responsible for how your agent is configured and for how it is used. In particular:

• Notice and consent. Requirements relating to the recording of calls and the disclosure of automated systems vary by jurisdiction and are your responsibility. The service provides controls for each: recording is disabled by default, and an agent can be configured to announce that a call is recorded and to identify itself as an automated assistant. You determine which apply to your callers.
• Outbound calling. If you place outbound or campaign calls, you are responsible for having a lawful basis to contact each recipient, for honouring do-not-call requests, and for calling only within permitted hours. The service enforces calling windows, suppression lists and consent requirements, but those controls do not render an otherwise unlawful campaign lawful.
• Content and accuracy. You supply the instructions and reference material from which your agent answers. You are responsible for the accuracy of the information it conveys to your customers.
• Connected accounts. Where you connect an external account, connect one held for business purposes rather than a personal account, and grant only the access your agent requires. Any information a connected system makes available to your agent may be disclosed to a caller.

You must not use the service to deceive or defraud, to harass, to impersonate a person or organisation you are not authorised to represent, to distribute unlawful content, or to provide regulated medical, legal or financial advice without the qualifications required to do so. You must not attempt to gain unauthorised access to the service, to circumvent its limits, or to interfere with its operation.

Subscriptions are billed monthly in advance and include an allowance of conversation minutes. Usage beyond that allowance is charged per minute at the rate applicable to your plan, which is shown on our pricing page and within the service before the charge is incurred. Outbound campaign minutes are billed separately and do not draw on the plan allowance. Fees are stated in United States dollars and are exclusive of taxes, which are payable by you where applicable.

Text messages sent by your agents are charged per message at the rate shown within the service, and are paid from your prepaid account balance. Texting is unavailable while that balance cannot cover a message; nothing is sent, and nothing is charged. A message longer than one standard message length is charged as the corresponding number of message parts, which the service shows before you enable texting. Calls a caller asks to have transferred to a person you have configured may incur carrier charges for the transferred portion at the rate applicable to your plan.

You may cancel at any time. The service continues until the end of the period already paid for. Fees for partial periods are not refunded except where required by law.

Conversation records, customer details and configuration supplied by you remain yours. We process them to provide the service and for no other purpose; in particular, we do not use the content of conversations to train artificial-intelligence models. You may export or delete your data at any time. Our handling of personal information is described in the Privacy Policy, which forms part of these terms.

We retain all rights in the service, including its software and documentation. You retain all rights in the material you supply, and grant us a limited licence to host and process it solely in order to provide the service to you.

We maintain the service with reasonable skill and care but do not warrant uninterrupted or error-free operation. The service depends on third parties, including telecommunications carriers and cloud providers, whose interruptions may affect it. We will give reasonable notice of planned maintenance likely to interrupt service.

Artificial-intelligence systems can misinterpret input and can produce inaccurate output. The service is a tool and does not replace human judgement where the consequences of error are significant. You should review what your agent communicates to callers, particularly in relation to health, financial or legal matters. We give no warranty as to the accuracy of generated output and accept no liability for decisions taken in reliance on it.

To the fullest extent permitted by law, our aggregate liability arising out of or in connection with these terms is limited to the fees you paid in the twelve months preceding the event giving rise to the claim, and we are not liable for indirect, special or consequential loss, or for loss of profit, revenue, data or business. Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited.

You will indemnify us against claims brought by a third party arising from your use of the service in breach of these terms or of applicable law, including claims relating to calls you placed or content your agent conveyed.

We may suspend or terminate an account that breaches these terms, that we reasonably believe is being used unlawfully, or where fees remain unpaid. Where circumstances permit, we will give notice and a reasonable opportunity to remedy the breach. You may terminate at any time by closing your account.

We may amend these terms. Where an amendment materially reduces your rights, we will give reasonable notice by email before it takes effect. Continued use of the service after that date constitutes acceptance.

These terms, together with the Privacy Policy, constitute the entire agreement between us. If any provision is held unenforceable, the remainder continues in force. A failure to enforce a provision is not a waiver of it. You may not assign this agreement without our consent.

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