Welcome to HelloService.ai! We’re excited to partner with you to enhance your customer service, pre-sales, and lead generation efforts through our AI-driven tools. This Merchant User Agreement ("Agreement") sets out the terms for using our services, so please read it carefully. By signing up or using our platform, you agree to these terms.
This Merchant User Agreement ("Agreement") is entered into by and between HelloService.ai ("Company," "we," "us," or "our") and the entity signing up to use the HelloService platform ("Merchant," "you," or "your"). By signing up, accessing, or using our services, you agree to be bound by this Agreement.
1. Services We Provide
HelloService.ai offers tools that allow you to engage with your customers using AI-powered assistants ("Service"). You can manage your data and customize the AI to fit your business needs.
Here’s what we offer:
AI agents for customer service, lead generation, appointment requests, and bookings.
Options to receive real-time notifications via email or SMS for calls, chats, and other interactions.
Insights and summaries of calls to help you understand customer behavior.
2. Friendly Payment Terms
Platform Fee: You’ll be charged a recurring platform fee per AI agent.
Usage Fees: There are per-minute charges based on the type of call (e.g., customer service or sales).
Free Trial: If you’re eligible, you can start with a free trial. After the trial period ends, billing will begin for all applicable platform and usage fees.
Immediate Payment: All fees are due immediately upon invoicing and will be automatically charged to the card you have on file.
Automatic Billing: By providing payment information, you authorize us to charge the platform fees, usage costs, and applicable taxes as outlined.
3. Privacy is Our Priority
At HelloService.ai, protecting your data is a top priority. We take every required step to ensure that data is handled responsibly and securely:
Secure Storage: We store all personal and sensitive data securely, using industry-standard security measures.
Compliance: We adhere to privacy laws, including PIPEDA and GDPR, to ensure your data remains private and confidential.
Consent: We rely on your consent and end-user permissions to collect and process information. You must ensure compliance when collecting user data through our platform.
4. Managing Your Phone Numbers
Your AI agent will be linked to a phone number of your choice. While we help manage calls, you are responsible for how the phone number is displayed and used online. This includes taking steps to avoid unsolicited calls or spam and managing it in accordance with your preferences.
5. How We Use Data, AI, and LLMs
We provide valuable insights and summaries of calls to help you serve your customers better. By using our services, you authorize us to:
Produce Summaries and Insights: Generate call summaries and analytics to help you understand customer interactions.
Use of Third-Party Services: Utilize third-party services where necessary to generate insights, while maintaining compliance with data protection standards.
LLM Use: Our AI agents leverage Large Language Models (LLMs) to provide natural responses. While we make best efforts to fine-tune responses and provide pre-launch testing with merchants, we are not responsible for:
Incorrect or Incomplete Responses: Inaccurate AI outputs, incorrect data interpretation, or lost business due to AI responses.
Brand/Reputation Issues: Negative impacts on your brand or reputation resulting from the use of our service.
Voice Mispronunciations: Occasional mispronunciations or speech errors by voice agents.
Limited AI Liability: While we provide testing with merchants to align AI outputs with expectations, the merchant is ultimately responsible for the accuracy and implications of responses generated by the AI.
6. Communications and Notifications
To keep you updated, we’ll send notifications related to your account via email or SMS. These may include:
Call alerts
Chat notifications
Updates on AI agent performance and insights
Appointment requests and bookings
You consent to receive these communications as part of the service.
7. Your Responsibilities
Compliance: You must use our services in accordance with all applicable laws and regulations.
Accuracy: You are responsible for the accuracy of the information you provide and for maintaining up-to-date account details.
End-User Interaction: You must ensure that your communications with end-users comply with all legal and ethical standards.
8. Limitation of Liability
We aim to deliver the best possible service, but there are some limitations:
No Guarantees: We cannot guarantee uninterrupted service, error-free AI responses, or the complete elimination of spam calls.
Limited Liability: We are not liable for any indirect, incidental, or consequential damages resulting from:
Service interruptions, delays, or errors.
Misuse or misinterpretation of AI insights.
Unauthorized access or breaches of your account.
Incorrect transcription of voice inputs, misinterpretation of information provided by users, or missed appointments.
Any loss of business, revenue, or opportunities resulting from using the HelloService platform, including but not limited to data inaccuracies, missed communications, or service interruptions.
9. Data Breach Protocol
In the unlikely event of a data breach:
Notification: We will notify you promptly and take necessary steps to contain the breach.
Mitigation: We will work to limit any potential damages but cannot be held liable for breaches caused by factors beyond our control, such as third-party attacks or your negligence.
10. AI Training Policy
Your data is used exclusively to provide you with insights and improve your user experience. We do not use your call recordings or interactions to train our AI models. All data is retained only as required by applicable law.
11. Termination
Notice: Either party may terminate this Agreement with 30 days' written notice.
Immediate Suspension: We may suspend services immediately for non-payment, misuse, or legal violations.
Outstanding Fees: Upon termination, you will be responsible for any outstanding fees.
12. Dispute Resolution and Governing Law
Any disputes will be resolved through binding arbitration in Ontario, Canada, except where prohibited by law.
This Agreement is governed by the laws of Ontario, Canada.
13. Changes to the Agreement
We may update this Agreement periodically. We will notify you of any changes on our website, and continued use of the Service after any changes constitutes acceptance of the updated terms.
14. Additional Terms
Entire Agreement: This Agreement constitutes the entire understanding between us.
Severability: If any part of this Agreement is found unenforceable, the remaining provisions will remain effective.
By using the HelloService.ai platform, you acknowledge and agree to these terms. We’re excited to have you on board!