Terms of Service

1. Acceptance of Terms

Welcome to Voxanne AI, a product of Call Waiting AI Ltd. ("Voxanne AI," "we," "us," or "our"). These Terms of Service ("Terms") constitute a legally binding agreement between you ("you," "your," or "User") and Voxanne AI governing your access to and use of our AI-powered voice receptionist platform (the "Service").

By accessing, browsing, or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not access or use the Service.

These Terms apply to all users of the Service, including without limitation: organizations, healthcare providers, medical practices, clinics, administrators, staff members, and any other entity or individual accessing or using the Service.

2. Definitions

For purposes of these Terms, the following terms have the meanings set forth below:

"Service"

Refers to Voxanne AI's AI-powered voice receptionist platform, including all software, features, integrations, APIs, documentation, and related services provided by Voxanne AI.

"Organization"

The entity (medical practice, clinic, healthcare provider, or business) that registers for and uses the Service.

"User" or "You"

Any individual or entity that accesses or uses the Service, including Organization administrators, staff members, and authorized users.

"PHI" (Protected Health Information)

Individually identifiable health information as defined by HIPAA (Health Insurance Portability and Accountability Act), including patient names, phone numbers, medical records, appointment details, and treatment information.

"Customer Data"

All data, information, content, and materials submitted, uploaded, or transmitted by you to the Service, including but not limited to call recordings, transcripts, contact information, calendar data, and knowledge base content.

"BAA" (Business Associate Agreement)

A written agreement required under HIPAA between a covered entity (healthcare provider) and a business associate (service provider handling PHI) that establishes each party's responsibilities for safeguarding PHI.

"SLA" (Service Level Agreement)

The uptime and availability commitments outlined in Section 10 of these Terms.

3. Service Description

Voxanne AI provides an AI-powered voice receptionist platform designed specifically for healthcare providers, medical practices, and aesthetic clinics. The Service includes:

• Inbound call handling with natural language understanding
• Appointment scheduling and calendar synchronization
• Knowledge base integration for answering frequently asked questions
• Outbound calling capabilities for callbacks and reminders
• SMS messaging for appointment confirmations and follow-ups
• Call recording and transcription services
• Dashboard analytics and reporting
• Integration with third-party services (Google Calendar, Twilio, etc.)
• Multi-tenant architecture with organization-level data isolation

3.1 Service Limitations

While we strive for high accuracy and reliability, you acknowledge and agree that:

• AI Limitations: The Service uses artificial intelligence and natural language processing, which may not always interpret caller intent with 100% accuracy. You are responsible for verifying critical information, especially medical details and appointment bookings.
• No Medical Advice: The Service is not designed to provide medical advice, diagnosis, or treatment. It should not be used as a substitute for professional medical judgment.
• Third-Party Integrations: The Service relies on third-party providers (Vapi, Twilio, Google Calendar) for certain functionalities. We are not responsible for disruptions caused by third-party service outages.
• Internet Connectivity: The Service requires a stable internet connection. We are not liable for service disruptions caused by your internet connectivity issues.

3.2 Beta Features

From time to time, we may offer beta features or experimental functionalities. These features are provided "AS IS" without warranties and may be modified or discontinued at any time without notice. Use of beta features is at your own risk.

4. Account Registration

4.1 Eligibility

To use the Service, you must:

• Be at least 18 years of age
• Have the legal authority to enter into binding contracts
• Not be prohibited from using the Service under applicable laws
• Provide accurate, current, and complete registration information

4.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials (password, API keys)
• All activities that occur under your account
• Notifying us immediately of any unauthorized access or security breach
• Using strong, unique passwords and enabling multi-factor authentication (MFA) where available

4.3 Accurate Information

You agree to provide accurate, current, and complete information during registration and to update such information promptly if it changes. We reserve the right to suspend or terminate accounts with false, inaccurate, or incomplete information.

5. User Obligations

5.1 Acceptable Use Policy

You agree to use the Service only for lawful purposes and in accordance with these Terms. Specifically, you agree NOT to:

• Violate any applicable federal, state, local, or international law or regulation
• Infringe upon or violate our intellectual property rights or the intellectual property rights of others
• Transmit any malware, viruses, or malicious code
• Attempt to gain unauthorized access to the Service or related systems
• Interfere with or disrupt the integrity or performance of the Service
• Reverse engineer, decompile, or disassemble any part of the Service
• Use the Service for any fraudulent, abusive, or illegal activity
• Harass, abuse, or harm another person through the Service
• Impersonate any person or entity or falsely state or misrepresent your affiliation with a person or entity
• Use the Service to send spam, unsolicited communications, or marketing messages

5.2 Compliance with Healthcare Laws

If you are a healthcare provider or handle PHI, you agree to:

• Comply with all applicable healthcare privacy and security laws, including HIPAA
• Obtain all necessary patient consents for call recording and data processing
• Ensure your use of the Service aligns with your organization's HIPAA compliance program
• Request and execute a BAA with Voxanne AI if required by HIPAA (see Section 9)
• Train your staff on proper use of the Service in compliance with HIPAA regulations

5.3 Content Responsibility

You are solely responsible for:

• All Customer Data you upload, transmit, or store using the Service
• Ensuring you have the necessary rights and permissions to use such Customer Data
• The accuracy and appropriateness of knowledge base content, agent instructions, and automated responses
• Compliance with telemarketing laws (TCPA, DNC registries) if using outbound calling features

6. Payment Terms

6.1 Pricing and Billing

Pricing for the Service is available on our website at voxanne.ai/pricing. You agree to pay all fees and charges incurred under your account at the rates in effect when the charges were incurred.

• Billing Model: Voxanne AI operates on a prepaid credit (pay-as-you-go) basis. You purchase credits which are deducted based on actual call usage
• Payment Method: Payments are processed via Stripe. You may purchase credits via one-time card payments
• Auto-Recharge: You may optionally enable automatic top-ups when your balance falls below a configured threshold
• Minimum Top-Up: The minimum credit purchase is $25

6.2 Price Changes

We reserve the right to modify our pricing at any time. Price changes will be communicated to you at least 30 days in advance via email. Your continued use of the Service after the price change takes effect constitutes your acceptance of the new pricing.

6.3 Late Payments

Late payments are subject to:

• A late fee of 1.5% per month (18% annual) or the maximum allowed by law, whichever is less
• Service suspension after 15 days of non-payment
• Account termination after 30 days of non-payment
• Collection costs and legal fees if we pursue collection action

6.4 Taxes

All fees are exclusive of applicable taxes (including VAT, sales tax, GST). You are responsible for paying all taxes associated with your use of the Service, except for taxes based on our net income.

7. Cancellation and Refunds

7.1 Account Closure

You may stop using the Service at any time. Since there is no recurring subscription, no cancellation is required. To close your account:

• Navigate to Account Settings → Close Account in your dashboard
• Or contact our support team at support@voxanne.ai

Unused credits remain in your wallet for 12 months from the date of your last top-up.

7.2 Refund Policy

Credits are non-refundable except:

• Service uptime falls below our SLA commitments (see Section 10)
• Billing errors (we will issue a credit within 30 days)
• As required by applicable law

7.3 Data Export Upon Cancellation

Upon cancellation, you have 30 days to export your Customer Data via the dashboard. After 30 days, your data will be permanently deleted in accordance with our data retention policy. We are not responsible for data loss if you fail to export your data within this period.

8. Intellectual Property

8.1 Our Intellectual Property

The Service, including all software, algorithms, AI models, trademarks, logos, and content (excluding Customer Data), is owned by Voxanne AI and protected by copyright, trademark, patent, trade secret, and other intellectual property laws.

Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service solely for your internal business purposes.

8.2 Your Intellectual Property

You retain all ownership rights to your Customer Data. By using the Service, you grant us a limited license to:

• Store, process, and transmit Customer Data as necessary to provide the Service
• Use aggregated, anonymized data for analytics and service improvements (no PHI or personal identifiers)
• Display your company name/logo on our website as a customer reference (with your prior consent)

8.3 Feedback

If you provide feedback, suggestions, or ideas for improving the Service, you grant us an unrestricted, perpetual, irrevocable license to use such feedback for any purpose without compensation to you.

9. HIPAA and Data Protection

9.1 HIPAA Compliance

If you are a HIPAA-covered entity (healthcare provider, health plan, or healthcare clearinghouse) and use the Service to process PHI, you must execute a Business Associate Agreement (BAA) with us.

To request a BAA:

• Email legal@voxanne.ai with subject "BAA Request"
• Include your organization name, contact information, and practice type
• We will provide our standard BAA template within 5 business days
• Enterprise customers may negotiate custom BAA terms

9.2 Your HIPAA Responsibilities

Even with a BAA in place, you are responsible for:

• Determining whether HIPAA applies to your use of the Service
• Obtaining all necessary patient authorizations for call recording and data processing
• Ensuring your use of the Service complies with the HIPAA Privacy Rule and Security Rule
• Training your workforce on HIPAA requirements related to the Service
• Reporting any suspected security incidents to us within 24 hours

9.3 Data Security

We implement industry-standard security measures to protect your data, including:

• AES-256 encryption for data at rest
• TLS 1.3 encryption for data in transit
• Role-based access controls (RBAC)
• Multi-factor authentication (MFA) for administrator accounts
• Regular security audits and penetration testing
• SOC 2 Type II compliance (in progress)

For more details, see our Security Page and HIPAA Compliance Page.

9.4 Data Privacy

Our use of personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you also agree to our Privacy Policy.

10. Service Level Agreement

10.1 Uptime Commitment

We commit to maintaining 99.9% uptime for the Service, measured monthly ("Uptime SLA"). Uptime is calculated as:

Excluded Downtime: The following are excluded from downtime calculations:

• Scheduled maintenance (announced at least 24 hours in advance)
• Downtime caused by your actions or violations of these Terms
• Third-party service outages (Vapi, Twilio, Google Calendar, AWS)
• Force majeure events (natural disasters, war, terrorism, pandemics)
• Issues with your internet connectivity or local network

10.2 Service Credits

If we fail to meet the Uptime SLA, you may be eligible for service credits:

To claim service credits: Email support@voxanne.ai within 30 days of the downtime incident with details of the outage. Credits will be applied to your next monthly invoice.

10.3 Support

We provide email and chat support during business hours (Monday-Friday, 9 AM - 6 PM UK time). Enterprise customers receive priority support with 4-hour response time for critical issues.

11. Limitation of Liability

11.1 Disclaimer of Warranties

We do not guarantee that:

• The Service will meet your specific requirements or expectations
• The Service will be uninterrupted, secure, or error-free
• AI-generated responses will be 100% accurate or appropriate
• Defects or errors will be corrected within a specific timeframe
• The Service will be compatible with all third-party software or hardware

11.2 Liability Cap

11.3 Exclusion of Consequential Damages

11.4 Exceptions

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability for incidental or consequential damages. In such jurisdictions, our liability will be limited to the maximum extent permitted by law.

12. Indemnification

12.1 Your Indemnification Obligations

You agree to indemnify, defend, and hold harmless Voxanne AI, its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use or misuse of the Service
• Your violation of these Terms
• Your violation of any law or regulation
• Your Customer Data or any third-party claim that your Customer Data infringes their rights
• Your violation of HIPAA or other healthcare privacy laws
• Unauthorized access to your account due to your failure to maintain account security

12.2 Our Indemnification Obligations

We agree to indemnify, defend, and hold you harmless from third-party claims that the Service infringes their intellectual property rights, provided that:

• You promptly notify us in writing of the claim
• You give us sole control of the defense and settlement
• You provide reasonable cooperation in the defense

If the Service is found to infringe, we may (at our option):

• Obtain the right for you to continue using the Service
• Replace or modify the Service to make it non-infringing
• Terminate your subscription and refund pre-paid fees on a pro-rata basis

13. Dispute Resolution

13.1 Informal Negotiation

Before filing any formal dispute, you agree to contact us at legal@voxanne.ai and attempt to resolve the dispute informally for at least 30 days.

13.2 Binding Arbitration

If informal negotiation fails, any dispute arising out of or relating to these Terms or the Service will be resolved by binding arbitration in accordance with the American Arbitration Association (AAA) Commercial Arbitration Rules, except as modified by these Terms.

• Location: Arbitration will be conducted in Delaware, USA (or London, UK for EU customers)
• Language: English
• Arbitrator: Single arbitrator mutually agreed upon, or appointed by AAA
• Costs: Each party bears its own legal fees; arbitrator's fees split equally
• Award: Arbitrator's decision is final and binding, enforceable in any court

13.3 Class Action Waiver

13.4 Exceptions

Notwithstanding the above, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent infringement of intellectual property rights or unauthorized disclosure of confidential information.

14. Governing Law & Jurisdiction

Voxanne AI is registered in England and Wales (Company Number 16917594). These Terms and any dispute arising out of or related to these Terms or the Service shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.

For US Customers: If you are based in the United States, you acknowledge that these Terms are governed by English law, not Delaware or US law. However, for specific payment processing disputes, PCI-DSS and US payment regulations may apply in addition to English law where permitted.

Exception: Nothing in these Terms prevents either party from seeking injunctive or other equitable relief in any court of competent jurisdiction to prevent infringement of intellectual property rights or unauthorized disclosure of confidential information.

The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms.

15. Modifications to Terms

We reserve the right to modify these Terms at any time. If we make material changes, we will notify you by:

• Email to your registered email address (at least 30 days in advance)
• In-app notification when you log in to the Service
• Posting the updated Terms on our website with a new "Last Updated" date

Your continued use of the Service after the effective date of the updated Terms constitutes your acceptance of the changes. If you do not agree to the modified Terms, you must stop using the Service and cancel your subscription.

16. Termination

16.1 Termination by You

You may terminate these Terms at any time by canceling your subscription as described in Section 7.

16.2 Termination by Us

We may suspend or terminate your access to the Service immediately, without prior notice, if:

• You violate these Terms or our Acceptable Use Policy
• Your account has been inactive for more than 12 months
• You fail to pay fees when due (after 30-day grace period)
• We reasonably believe your use of the Service poses a security or legal risk
• Required by law or government order
• We discontinue the Service (with 90 days' notice)

16.3 Effect of Termination

Upon termination:

• Your right to access and use the Service immediately ceases
• You must pay all outstanding fees and charges
• You have 30 days to export your Customer Data (after which it will be permanently deleted)
• Provisions that by their nature should survive termination will survive (including Sections 8, 11, 12, 13, 14)

17. Miscellaneous

17.1 Entire Agreement

These Terms, together with our Privacy Policy and any other agreements referenced herein, constitute the entire agreement between you and Voxanne AI regarding the Service and supersede all prior agreements and understandings.

17.2 Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

17.3 Waiver

Our failure to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

17.4 Assignment

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms without restriction. Subject to the foregoing, these Terms will bind and inure to the benefit of the parties and their permitted successors and assigns.

17.5 Force Majeure

We shall not be liable for any failure or delay in performance due to events beyond our reasonable control, including acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, fuel, energy, labor, or materials.

17.6 Export Control

You agree to comply with all applicable export and re-export control laws and regulations, including the Export Administration Regulations maintained by the U.S. Department of Commerce and sanctions programs administered by the Office of Foreign Assets Control.

17.7 U.S. Government Users

If you are a U.S. government entity, the Service is a "commercial item" as defined at 48 C.F.R. §2.101, and is provided under these Terms in accordance with applicable federal regulations.

18. Contact Information

If you have questions about these Terms or need to contact us regarding the Service, please reach out to: