VocalCore Terms and Conditions (Including Privacy)

1. Service Description

What VocalCore Provides

• VocalCore is an AI-powered virtual phone assistant for businesses.
• The service answers incoming phone calls on your business’s behalf, routing calls, providing answers, and handling booking tasks through approved integrations (e.g., Rezdy).
• VocalCore functions as an “always-on” automated receptionist, offering professional responses based on the information and scripts you provide.

2. Account Setup and Eligibility

Eligibility

• You must be at least 18 (or the age of majority in your jurisdiction) and have the legal authority to enter into these Terms.
• You must provide accurate, complete information about your business.

Signing Up for Others

• If you are creating or managing a VocalCore account on behalf of another individual or entity (e.g., a client), you represent that you have obtained their permission and that they have consented to these Terms (including the Privacy provisions in Section 9).
• You are responsible for ensuring all parties involved understand how VocalCore operates and how data will be collected.

Account Security

• You are responsible for keeping your login details secure. If you suspect unauthorized activity, please notify us immediately.

3. Fees and Payment Terms

Subscription & Overage Charges

• VocalCore is offered on a subscription basis with a monthly fee plus overage charges if you exceed your plan’s call limit.
• Plans and pricing are listed on our website, including included calls per month and per-call overage rates.

No Refunds & Cancellation

• All payments are non-refundable. If you cancel partway through a billing cycle, you still pay for the full period.
• Upon cancellation, your access continues until the end of the current paid billing cycle.
• We reserve the right to adjust fees with prior notice. Continued use after changes take effect constitutes acceptance.

Payment Processing

• Payments are processed via Stripe (or a similar third-party processor).
• You must keep your payment information current.
• If payment fails, we may suspend or terminate your account until the situation is resolved.

4. Acceptable Use and User Obligations

By using VocalCore, you agree to:

• Use VocalCore lawfully and responsibly.
• Provide accurate information for VocalCore’s prompts and caller interactions.
• Not misrepresent your identity or engage in fraudulent, illegal, or harmful activities.
• Not attempt to hack, disrupt, or overload the service, or configure VocalCore to generate harassing or offensive content.
• Respect integration rules for third-party platforms (e.g., booking systems).

5. Termination of Service

By You (Cancellation)

• You may cancel at any time.
• Cancellation takes effect at the end of the current billing cycle.
• No refunds are given for partial months.

By Us (Termination or Suspension)

• We may suspend or terminate your account immediately if you misuse the service, misrepresent yourself, engage in fraud, or otherwise breach these Terms.
• We may also terminate if required by law or if continuing service poses undue risk.

Effects of Termination

• Service stops; data may be deleted per our data retention policies (see Privacy, Section 9).
• Any fees incurred prior to termination remain due.
• No pro-rated refunds will be issued.

6. Service Level Commitment

• We aim for 99% uptime monthly.
• This excludes scheduled maintenance, external factors beyond our control, or disruptions in third-party services.
• If VocalCore falls below 99% uptime, we will investigate and remedy promptly; any potential credits are at our discretion and do not override the Limitation of Liability in Section 9.

7. Third-Party Integrations and Services

Integrations

You can connect VocalCore to third-party platforms (e.g., Rezdy). By doing so, you grant VocalCore permission to access and transmit necessary data to fulfill your requests.

No Guarantee of Third-Party Uptime

We cannot guarantee third-party platforms’ availability or functionality.

Your Responsibility

• Any disputes or issues with third-party services remain between you and that third party.
• You must ensure you follow any third-party terms of use.

8. Disclaimer of Warranties

• Except for the stated 99% uptime target, VocalCore is provided on an “as is” and “as available” basis.
• We do not guarantee that VocalCore will meet all your requirements or that it will be error-free.
• To the fullest extent permitted by law, we disclaim warranties of merchantability, fitness for a particular purpose, and non-infringement.

9. Privacy and Data Collection

9.1 What We Collect

Caller Information

VocalCore captures phone numbers and any information callers provide to the AI. This may include names, email addresses, booking details, and possibly credit card information if a caller chooses to share it.

Credit Card Handling

We do not store credit card details. VocalCore complies with PCI requirements to ensure that if such details are temporarily handled, they are processed securely.

Transcriptions

VocalCore transcribes calls so you (the account owner) can review them. You control how long transcripts are stored (e.g., 30 days, 90 days). We may enforce certain data retention limits if required by law.

9.2 How We Use the Data

Service Provision

To route calls, provide information, and perform tasks like making bookings via integrations. To store and display call transcriptions for your business records.

Service Improvement

VocalCore may analyze call transcripts to suggest improvements or detect recurring questions, helping optimize AI responses.

Caller Recognition

If you opt to store names and prior interactions, VocalCore can recognize returning callers by matching phone numbers, offering a more seamless experience.

9.3 Sharing and Disclosure

Third-Party Integrations

We share relevant caller information with your connected platforms only as needed to fulfill the requested service (e.g., booking software).

No General Data Sales

We do not sell or disclose personal data for commercial gain.

Legal Compliance

We may disclose data if legally required (e.g., in response to a court order), and will attempt to notify you unless prohibited by law.

9.4 Data Storage & Location

AWS & Supabase

We use these platforms for hosting data. Data may reside on servers in the USA or Australia.

Security Measures

We employ reasonable safeguards (e.g., encryption, access controls). Absolute security cannot be guaranteed.

Your Retention Settings

You decide how long to store transcripts. If a law mandates certain retention or deletion timelines, we may require you to follow those.

9.5 Your Responsibilities

Obtaining Caller Consent

Local laws may require consent for call recording or transcriptions. You must comply with any applicable regulations and inform callers as needed.

Local Privacy Laws

If you operate in jurisdictions with data protection laws (e.g., GDPR), you are responsible for ensuring compliance.

Accuracy & Lawfulness

You must lawfully collect and use data.

Deletion Requests

If a caller requests data deletion, you must handle that request. We can assist with removing data from VocalCore if needed, but rely on your instructions.

10. Limitation of Liability

Cap on Liability

To the fullest extent permitted by law, VocalCore’s total liability for any claim relating to these Terms or the service is limited to the amount you have paid us in the past 12 months.

No Indirect Damages

We are not liable for indirect, incidental, special, consequential, or punitive damages (e.g., lost profits, data loss).

Jurisdictional Nuances

Some regions do not allow certain liability exclusions. Our liability is limited to the extent permitted by law in your jurisdiction.

11. Indemnification

You agree to indemnify and hold harmless VocalCore (and our affiliates, directors, employees, etc.) from any claims, damages, or costs (including legal fees) arising out of:

• Your breach of these Terms.
• Your misuse of VocalCore or illegal activities.
• Your violation of any applicable laws or third-party rights.

12. Dispute Resolution

Contact Us First

If you have a dispute, please contact us. We will attempt to resolve it amicably within 30 days before proceeding to formal action.

Governing Law & Jurisdiction

These Terms are governed by Australian law. Any legal proceedings must be brought in the courts of Queensland, Australia.

13. General Provisions

Changes to These Terms

We may update these Terms occasionally. If we make significant changes, we will notify you (e.g., via email or an in-service alert). Continued use of VocalCore after changes means you accept the updated Terms.

Entire Agreement

These Terms form the complete agreement, including privacy provisions contained herein. They supersede any prior agreements or understandings.

Severability

If any part of these Terms is found invalid, the remainder remains in full effect.

No Waiver

Our failure to enforce any provision is not a waiver.

Assignment

You cannot transfer your rights under these Terms without our consent. We may assign our rights (e.g., in a merger or acquisition).

Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control (e.g., natural disasters, internet outages).

Notices

Formal notices may be delivered by email or posted on our site. Please keep your contact info up to date.

14. Contact Information

Questions or Concerns: If you have questions about these Terms or how VocalCore handles data, please contact us through our website or by phone at 1300 4 VOCALCORE.

By using VocalCore, you acknowledge you have read, understood, and agree to all these Terms (including Privacy). If you do not agree, do not use VocalCore.

Thank you for choosing VocalCore for your AI-powered call handling!