Terms of Service

01Who we are, and what this agreement covers

These Terms of Service (the “Terms”) are a binding agreement between you and Receptionists.io (“receptionists.io”, “we”, “us” or “our”), the operator of the receptionists.io platform. They govern your access to and use of the receptionists.io websites, dashboard, telephone agents, messaging features, APIs and related services (together, the “Service”).

By creating an account, starting a free trial, forwarding a telephone number to the Service, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

If you are agreeing on behalf of a company or other organisation, you represent that you have the authority to bind that organisation, and “you” refers to that organisation.

Two other documents form part of this agreement and are incorporated by reference: our Privacy Policy and our Refund & Cancellation Policy.

02What the Service is

The Service is business software. It answers inbound telephone calls to a number you control using an automated, AI-powered voice agent that you configure. Depending on your plan and configuration, it may also:

• book, reschedule and confirm appointments on a calendar you connect;
• send and receive SMS text messages relating to those calls and appointments, including confirmations, reminders, follow-ups and automated replies;
• record calls, produce transcripts, and generate summaries and lead scores;
• transfer calls to a human on your team;
• write records into a CRM or calendar you connect;
• host conversion pages that your follow-up messages link to.

The Service is not a telecommunications carrier, an emergency call service, a live answering service staffed by people, or a substitute for professional judgement. It is a tool that acts under your instructions and configuration.

03Eligibility and your account

The Service is offered for business and professional use only. It is not intended for personal, family or household purposes. You must be at least 18 years old and able to form a binding contract.

You are responsible for the accuracy of the information in your account, for keeping your credentials confidential, and for all activity that occurs under your account. Tell us promptly at hello@receptionists.io if you believe your account has been accessed without your authorisation.

If your plan includes multiple seats, you are responsible for the conduct of everyone you invite and for making sure they follow these Terms.

04Free trial

New customers may start a 14-day free trial of a paid plan. So that your agent can be provisioned with a real phone number and go live immediately, a valid payment method is required to begin the trial.

• You are not charged the subscription fee during the trial period.
• Unless you cancel before the trial ends, your subscription converts automatically to a paid subscription of the plan you selected, and your payment method is charged the then-current fee for that plan on the first day after the trial.
• You may cancel at any moment during the trial from the billing screen in your dashboard, or by emailing us. Cancelling during the trial means you are never charged a subscription fee.
• The trial covers the subscription fee only. It does not include unlimited usage. Usage beyond the plan allowance during a trial is charged at the applicable overage rates when the subscription converts, as described in section 6.
• Free trials are limited to one per business. We may decline or end a trial where we reasonably believe it is being used to evade fees.

05Plans, fees and billing

Merchant of Record

Subscriptions and usage charges are sold and processed by Paddle.com Market Limited (“Paddle”), acting as our Merchant of Record and as the reseller of the Service. Paddle is the seller of record for your purchase and is responsible for charging your payment method, issuing invoices and receipts, and collecting and remitting applicable sales tax, VAT and GST. Your purchase is therefore also subject to Paddle’s buyer terms. We never see or store your full card details.

Current plans

Published pricing is set out on our Pricing page, which forms part of these Terms. As of the date above:

Billing cycle

• All prices are in United States dollars and are exclusive of tax. Paddle will add any tax it is required to collect and will show it before you confirm.
• Subscriptions renew automatically each month on the anniversary of the date your paid subscription began, until cancelled. You authorise recurring charges to your payment method for the subscription fee plus any usage charges.
• Usage charges accrued during a billing period are billed on your next renewal invoice rather than charged separately mid-cycle.
• If a payment fails, we and Paddle may retry it. If payment remains outstanding, we may suspend the Service as described in section 17. You remain responsible for amounts properly owed for the period before suspension.
• There is no setup fee, no minimum term and no cancellation fee. You are on a month-to-month subscription.

Price changes

We may change our prices. If we increase the fee for a plan you are already subscribed to, we will give you at least 30 days’ notice by email before it takes effect, and the change will only apply from your next renewal after that notice period. If you do not want to continue at the new price, you may cancel before it takes effect and you will not be charged the increase.

06Included usage, overage and fair use

Each plan includes a monthly allowance of inbound call minutes and text messages. Allowances reset at the start of each billing period and do not roll over.

• Call minutes. Connected inbound call time handled by your AI agent is metered per second and rounded up to the nearest minute at the end of each call.
• Messages. Every SMS segment the Service sends or receives on your behalf draws from a single shared pool, including confirmations, reminders, follow-ups, nurture messages and AI replies to inbound texts. A message longer than a single carrier segment counts as more than one message.
• Overage. Usage beyond your allowance is charged at the per-minute and per-message rates published for your plan on the Pricing page. Overage is metered usage that has already been delivered and, as set out in our Refund & Cancellation Policy, is not refundable except where it results from a billing error or a fault on our side.
• Watching your usage. Current-period usage is visible in your dashboard at all times, and we send email notifications as you approach your allowance so that overage is never a surprise.

Fair use.Plan allowances and any features described as “unlimited” are intended for ordinary use by a single business. We may contact you, and if necessary apply reasonable limits, where usage is materially inconsistent with normal use of the plan, is automated or generated at scale, degrades the Service for others, or is used to resell the Service without our agreement. We will always tell you before applying a limit and give you a chance to fix it, except where immediate action is needed to protect the Service or comply with the law.

07Your Content and your callers’ data

“Your Content” means everything you or your callers provide to or generate through the Service: your business information and knowledge base, prompts and configuration, call audio and recordings, transcripts, messages, contact records, calendar and CRM data, and the personal information of the people who call or text your business.

As between you and us, you own Your Content. We claim no ownership of it.

You grant us a worldwide, non-exclusive, royalty-free licence to host, store, transmit, process, display and create technical modifications of Your Content solely for the purposes of: operating and providing the Service to you; supporting you when you ask us to; keeping the Service secure; and complying with the law. This licence exists only so that we can run the Service, and it ends when Your Content is deleted, except for backup copies retained for the limited period described in our Privacy Policy.

Roles

With respect to the personal information of your callers and customers, you are the controller (or, under United States privacy laws, the business) and we act as your processor and service provider, handling that information on your documented instructions. We do not sell your callers’ personal information and we do not use it for our own marketing. Details, including our subprocessors, are in the Privacy Policy.

You represent that you have all rights, consents and notices required for us to process Your Content as contemplated by these Terms, and that doing so will not violate any law or third-party right.

Improving the Service

We do not use Your Content to train AI models — neither our own nor those of any third-party provider — and we contract with our AI providers on terms that prohibit them from training on data we send them. We may use aggregated and de-identified statistics derived from use of the Service (for example, average call duration or booking rates across all customers) to operate, benchmark and improve the Service, provided that such data cannot reasonably be used to identify you, your business or any individual.

If you send us feedback, ideas or suggestions, you grant us a perpetual, irrevocable, royalty-free licence to use them without restriction or obligation to you. You do not have to send us feedback.

08How the AI works, and what it cannot do

The Service uses large language models, speech recognition and speech synthesis supplied by third parties. These technologies are probabilistic. They generate plausible responses based on patterns in data and on the configuration and knowledge base you provide.

You acknowledge and agree that:

• No emergency use. The Service is not an emergency service and cannot contact 911, 988 or any other emergency or crisis line, and it must not be presented to callers as a way to reach one. You must maintain a separate, clearly signposted route for genuine emergencies. If your business handles calls where a delay could cause injury, illness, property damage or loss of life, you must keep a human escalation path available.
• No professional advice. The Service must not be used to give medical, legal, financial, tax, insurance or other regulated professional advice, or to make decisions that produce legal or similarly significant effects about a person, including eligibility for credit, housing, insurance, employment or healthcare.
• Quotes and commitments. Any pricing, availability, warranty or scheduling statement the agent makes is made using the information you configured. You are responsible for what your agent says to your customers, in the same way you would be responsible for an employee who answered the phone. Review your configuration, and keep your knowledge base current.
• Testing. You are responsible for testing your agent before you send live calls to it, and after any material change to your configuration.

We provide configurable safeguards — including a disclosure prompt, confidence handling, transfer-to-human rules, do-not-contact lists and PII redaction — but they only work if you turn them on and configure them correctly for your business.

09Telephone and text message compliance

Calling and texting are heavily regulated in the United States and Canada. Because the Service sends messages and places calls under your business identity and from numbers associated with your business, you are the sender and the caller for regulatory purposes, and you are responsible for compliance. This is the single most important obligation in these Terms, so please read it carefully.

You agree that you will:

• obtain and maintain the consent required by applicable law before the Service sends any text message on your behalf, including consent under the United States Telephone Consumer Protection Act (TCPA) and its implementing rules, and express consent under Canada’s Anti-Spam Legislation (CASL);
• honour opt-out requests immediately and permanently. The Service processes standard replies such as STOP, UNSUBSCRIBE, QUIT and CANCEL automatically and adds the number to your do-not-contact list; you must also add any opt-out you receive by another channel;
• respect federal, state, provincial and internal do-not-call lists, and applicable calling-time restrictions;
• register your messaging traffic and brand where required by carriers (including A2P 10DLC registration in the United States), provide truthful registration information, and use the messaging campaign only for the use case you registered;
• include the disclosures carriers and regulators require in your message programme, including identifying your business, and providing help and opt-out instructions;
• not use the Service for unsolicited marketing, for spam, or to contact people who have not given the consent your jurisdiction requires.

Automated voice disclosure. A growing number of jurisdictions require that a person be told when they are speaking with an artificial voice or automated system, and some require it at the start of the interaction. We provide a configurable disclosure prompt and enable it by default. You are responsible for determining what disclosure your jurisdiction and your industry require and for keeping it enabled and accurate. We strongly recommend leaving it on.

Delivery is not guaranteed. Telephone and messaging delivery depends on carriers, regulators and network conditions outside our control. Carriers may filter, delay, re-order or block messages and calls, including for reasons we cannot see or appeal. We do not guarantee that any particular call connects or that any particular message is delivered.

Phone numbers. Numbers provisioned through the Service are allocated to you for use with the Service and remain subject to carrier and regulatory rules. Where the law permits porting, we will reasonably cooperate with a port-out request you initiate. Numbers may be reclaimed after your account is closed or after prolonged non-payment.

10Call recording and consent

Recording a telephone call is regulated differently across the United States and Canada. Some states require the consent of all parties to the call; others require only one. Canadian federal privacy law requires that individuals be informed of the purpose of a recording.

Call recording is a setting you control. When you enable it, you are instructing us to record. Accordingly:

• you are responsible for determining the recording and consent rules that apply to your calls, in every state and province you take calls from;
• you must obtain the consent those rules require. We provide a two-party consent announcement that you can enable and customise, and we recommend enabling it whenever recording is on;
• you must not record categories of information you are not permitted to hold. If you operate in healthcare, our HIPAA mode disables recording and forces transcript redaction; enabling it does not by itself make your use of the Service compliant with HIPAA, and we do not act as a business associate unless we have signed a written business associate agreement with you.

We provide PII redaction, configurable retention and deletion tools so that you can meet your obligations. Using them is your decision and your responsibility.

11Voice cloning, agent voices and likeness

Your AI receptionist can speak either with a voice you select from our library of pre-built, licensed synthetic voices, or with a voice clone created from a sample you provide — so that your phone can answer in your own voice.

Voice is personal information, and in several jurisdictions it is treated as biometric or publicity-protected information. The protections in this section are the conditions on which the feature is offered.

Your consent warranty

You represent and warrant that, for every voice sample you upload, you either are the speaker yourself or have obtained the speaker’s explicit, informed, written consent to create and use a synthetic version of their voice for this purpose, and that you will stop using the clone and delete it if that consent is withdrawn.

Keep a record of that consent. If a person whose voice you cloned ever objects, that record is what resolves it.

What you must not do

You must not use voice cloning, or any agent voice, to:

• impersonate any real person without their explicit consent, including any public figure, celebrity or official;
• represent to a listener that they are speaking with a specific named person when they are speaking with an automated agent;
• deceive a listener about who or what they are dealing with, or about your identity or affiliation;
• create content that is fraudulent or defamatory, or that is used to obtain money, credentials or personal information under false pretences.

Cloning your own voice so that your business answers in it is the intended use. Cloning someone else’s without their written consent is a breach of these Terms, and in many places a breach of the law.

We may remove a voice clone, and suspend the feature or the account, where we reasonably believe this section has been breached. See also section 9 on automated voice disclosure, which requires callers to be told they are speaking with an automated system even when the voice is your own.

12Acceptable use

You agree not to, and not to permit anyone else to:

• use the Service for anything unlawful, deceptive, fraudulent, harassing, defamatory or discriminatory;
• impersonate a real person, or generate audio in the voice or likeness of anyone who has not given written consent, as set out in section 11;
• use the Service for adult content, gambling, debt collection, payday lending, cryptocurrency solicitation, multi-level marketing, or any use category prohibited by our carriers;
• collect payment card numbers, full government identification numbers, or account credentials through the voice agent;
• probe, scan, overload or interfere with the Service or its infrastructure, or bypass any rate limit, quota or access control;
• reverse engineer, decompile or attempt to extract source code, model weights, prompts or other underlying components of the Service, except to the extent this restriction is unenforceable under applicable law;
• use the Service to build or train a competing product, or to benchmark it for publication without our prior written consent;
• resell, sublicense or provide the Service to a third party as a service bureau, unless you are on a plan that expressly permits it or we have agreed in writing;
• misrepresent your identity, your business, or your affiliation with us.

If you become aware of a violation, tell us at hello@receptionists.io.

13Third-party services and integrations

The Service depends on, and can be connected to, services operated by others: telephony and messaging carriers, speech and language model providers, cloud infrastructure, calendars, and CRM systems.

When you connect a third-party service, you authorise us to exchange data with it on your behalf, and your use of that service is governed by its own terms and privacy policy. We are not responsible for third-party services, for their availability, or for what they do with data you direct us to send them. A third party may change or discontinue its service, or its terms, in ways that affect the Service; if a material integration becomes unavailable we will tell you and, where we reasonably can, offer an alternative.

14Availability, changes and support

We work hard to keep the Service running continuously, because a phone that does not get answered is the whole problem we exist to solve. We will use commercially reasonable efforts to keep the Service available.

We do not, however, offer a contractual uptime guarantee on our published plans. The Service can be unavailable because of planned maintenance, emergency maintenance, third-party outages (including carrier and model-provider outages) and events outside our control. We will give advance notice of planned maintenance that we expect to be disruptive whenever it is practical to do so.

Support.All plans include email support and a founder-led onboarding call. Scale plans include a dedicated account manager and a target first-response time of 24–48 hours on business days. Response targets are goals, not guarantees, and are not service level commitments.

Changes to the Service.We improve the Service continuously and may add, change or remove features. If we remove or materially degrade a feature that is central to the plan you pay for, we will give you at least 30 days’ notice by email, and if the change materially harms you, you may cancel and receive a pro-rata refund of the unused portion of your then-current billing period.

15Intellectual property

The Service — including its software, models, prompts, interfaces, designs, documentation, and the receptionists.io name and logo — is owned by us and our licensors and is protected by intellectual property law. Subject to these Terms and to your payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your internal business purposes during your subscription.

All rights not expressly granted are reserved. Nothing in these Terms transfers ownership of the Service to you, or of Your Content to us.

We may identify you as a customer by name and logo on our website and in sales materials. If you would rather we did not, email us and we will stop and remove existing references within a reasonable period.

16Confidentiality

Each of us may receive non-public information from the other that is designated as confidential or that a reasonable person would understand to be confidential. Each of us agrees to protect the other’s confidential information with at least reasonable care, to use it only to perform under these Terms, and not to disclose it except to personnel, advisers and service providers who need it and who are bound by comparable obligations.

These obligations do not apply to information that is or becomes public through no fault of the receiving party, was already known without a duty of confidence, is independently developed, or is lawfully received from a third party. Disclosure required by law is permitted, provided that the disclosing party gives reasonable advance notice where legally allowed.

17Term, cancellation, suspension and termination

Your right to cancel

You may cancel your subscription at any time, for any reason, from the billing screen in your dashboard or by emailing hello@receptionists.io. Cancellation takes effect at the end of your current billing period: you keep access until then and you are not charged again. There is no cancellation fee. Full details are in the Refund & Cancellation Policy.

Suspension

We may suspend your access to all or part of the Service if: payment is overdue after we have notified you; we reasonably believe your use breaches sections 9 through 12, poses a security risk, or exposes us or our carriers to legal liability; or we are required to do so by law, by a regulator or by a carrier. Except where immediate suspension is necessary, we will notify you first and give you a reasonable opportunity to resolve the issue. We will restore access promptly once the cause is resolved.

Termination

Either of us may terminate this agreement for convenience with 30 days’ notice. Either of us may terminate immediately if the other materially breaches these Terms and fails to cure the breach within 15 days of written notice, or immediately and without notice where cure is not possible or where required by law.

What happens on termination

• Your right to use the Service ends.
• You keep everything the Service produced for you — appointments already booked, contacts and leads captured. Export your data from the dashboard before your access ends.
• You may request an export within 30 days after termination and we will provide your data in a common machine-readable format at no charge.
• After that 30-day window we delete or de-identify Your Content in line with our Privacy Policy, other than records we are required to retain by law or that exist in routine backups pending deletion.
• Sections 7, 14 (last paragraph), 15 through 24, and any payment obligations accrued before termination, survive.

18Disclaimers

Except as expressly stated in these Terms, and to the fullest extent permitted by applicable law:

Any figures, examples, testimonials or case studies shown on our website describe the results particular businesses reported and are not a promise or guarantee of the results you will get.

Consumer rights. Some jurisdictions, including certain United States states and Canadian provinces, do not allow the exclusion of certain warranties or of implied conditions. To the extent any such law applies to you, the exclusions above apply only to the maximum extent that law permits, and nothing in these Terms excludes or limits rights you have that cannot be excluded or limited by law.

19Limitation of liability

To the fullest extent permitted by applicable law:

Exceptions.The limitations above do not apply to: your obligation to pay amounts properly due; either party’s indemnification obligations under section 20; your breach of sections 9 through 12; or liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for gross negligence or wilful misconduct.

Allocation of risk. You acknowledge that the pricing of the Service reflects this allocation of risk, and that these limitations are a fundamental basis of the bargain between us. Some jurisdictions do not allow the exclusion or limitation of certain damages; in those jurisdictions our liability is limited to the smallest amount permitted by law.

20Indemnification

By you

You will defend, indemnify and hold us harmless from third-party claims, demands, proceedings, damages, fines and reasonable legal costs arising out of or relating to: Your Content; your use of the Service in breach of these Terms; your breach of section 9 (telephone and text message compliance), section 10 (call recording and consent) or section 11 (voice cloning and likeness); the statements or commitments your agent makes to your customers as a result of your configuration; or your violation of applicable law or of a third party’s rights.

By us

We will defend, indemnify and hold you harmless from third-party claims alleging that the Service, as provided by us and used in accordance with these Terms, infringes that third party’s intellectual property rights. This does not apply to claims arising from Your Content, from your configuration, from combination with anything we did not supply, or from your use of the Service after we notified you to stop.

Process

The party seeking indemnity must promptly notify the other in writing, give the indemnifying party sole control of the defence and settlement (provided no settlement imposes liability or admission on the indemnified party without consent), and provide reasonable cooperation.

21Dispute resolution

Talk to us first

Most problems can be fixed in an email. Before starting any formal proceeding, you agree to contact us at hello@receptionists.io with a description of the dispute and the resolution you want, and to give us 30 days to resolve it informally. We will do the same for you. This is a condition to starting a proceeding, and it works: it is faster and cheaper for both of us.

Governing law

These Terms and any dispute arising out of them are governed by the laws of Tunisia, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Venue

Subject to the paragraph below, you and we agree to the exclusive jurisdiction of the competent courts of Sousse, Tunisia for any dispute that is not resolved informally, and each of us waives any objection to venue there.

Small claims and injunctive relief

Either of us may bring an individual claim in a small claims court of competent jurisdiction, and either of us may seek injunctive or other equitable relief in any court of competent jurisdiction to protect intellectual property or confidential information.

Claims are brought individually

Because the Service is supplied for business use, you and we agree that any dispute will be brought in an individual capacity and not as a plaintiff or class member in any purported class, consolidated or representative proceeding. If this paragraph is found unenforceable as to a particular claim or under the law that applies to you, it does not apply to that claim, and nothing in this section waives any right you have under consumer protection legislation that cannot be waived by agreement.

Time limit

To the extent permitted by law, any claim arising out of these Terms or the Service must be brought within one year after it arose, or it is permanently barred.

22Changes to these Terms

We may update these Terms. When we do, we will change the “Last updated” date at the top and, for changes that materially affect your rights or obligations, we will notify you by email or in the dashboard at least 30 days before they take effect.

Continuing to use the Service after a change takes effect means you accept the updated Terms. If you do not accept a change, you may cancel before it takes effect, and if you have prepaid for a period that extends beyond that date we will refund the unused portion.

23General provisions

• Entire agreement.These Terms, together with the Privacy Policy, the Refund & Cancellation Policy and the Pricing page, are the entire agreement between us about the Service and replace any prior discussions or proposals about it.
• Order of precedence. If a signed written agreement between us conflicts with these Terms, the signed agreement governs for the conflicting part.
• Severability. If any provision is held unenforceable, it is modified to the minimum extent necessary to make it enforceable, or severed, and the rest remains in force.
• No waiver. Not enforcing a provision is not a waiver of the right to enforce it later.
• Assignment. You may not assign these Terms without our written consent, except to a successor of your business by merger or sale of substantially all assets, with notice to us. We may assign these Terms to an affiliate or in connection with a merger, acquisition or sale of assets.
• Force majeure. Neither party is liable for a delay or failure caused by events outside its reasonable control, including carrier and cloud provider outages, network failures, natural disasters, acts of government, and labour disputes. This does not excuse payment obligations.
• Independent contractors. Nothing here creates a partnership, joint venture, employment or agency relationship.
• No third-party beneficiaries. These Terms do not create rights for anyone other than you and us, except that Paddle may enforce the provisions that relate to it.
• Notices. We may give notice by email to the address on your account or by posting in the dashboard. You give notice to us at hello@receptionists.io.
• Export and sanctions. You represent that you are not located in, and will not use the Service on behalf of anyone located in, a country or on a list subject to United States or Canadian trade sanctions.
• Language. These Terms are drafted in English. Where a translation is provided for convenience and there is a conflict, the English version governs, except where applicable law provides otherwise.

24How to reach us

Questions about these Terms, or about anything else, go to a real person:

Receptionists.io
Rue de Mateur, Sousse 2100, Tunisia
hello@receptionists.io

For billing, invoices, receipts and tax questions, you may also contact our Merchant of Record, Paddle.com Market Limited, at paddle.net.