Terms of Service

1. The agreement

These terms govern your use of Sona, the AI receptionist service operated by Bizefy LLC (“Bizefy”, “we”, “us”), including the website, the dashboard and the telephone answering service behind them (together, the “Service”). You accept them by ticking the box when you create a workspace or join one by invitation, or by using the Service. If you accept on behalf of a business, you confirm that you have the authority to bind it, and “you” means that business (the “Customer”).

The Service is for businesses, not consumers, and is offered to businesses in the United States. Three documents form part of this agreement: the Privacy Policy, the Data Processing Addendum (which governs the personal information we process for you) and the acceptable use policy in Section 8. The version and effective date at the top of this page are the ones recorded when you accept.

2. What the Service is

Sona answers inbound calls to a phone number we provide for you, or calls you forward to it from your own number. On each call it says that the caller is speaking with an AI. It answers questions from the information you configure, including your knowledge base; books, moves and cancels appointments against the availability you set in the dashboard; takes messages; and transfers callers to your team when you have set that up. Each call leaves a record in your dashboard, including a transcript and, if you turn recording on, a recording. Where email alerts are available to your workspace and you switch them on, we email the members you choose a post-call summary after each call an agent answers, for the agents you choose, and an alert when a message is taken or an appointment is booked, moved or cancelled.

At launch the receptionist speaks English (United States) only. Just as important is what the Service does not do: it places no outbound calls, sends no text messages, performs no voice-based identification, and neither takes payments nor accepts card numbers by phone. These are design limits rather than settings, and parts of the Service's compliance depend on them.

We change the Service over time. We may add, change or retire features; if a change materially reduces the core Service you pay for, we will tell you in advance.

A feature we mark as beta or preview is optional and provided as is: it may be less reliable than the rest of the Service, and it may change or be withdrawn at any time.

3. Accounts, workspaces and phone numbers

Keep your sign-in credentials confidential and your account details accurate. Your workspace's editors decide who else joins it and with what access, and you are responsible for what happens in your workspace under the accounts you have allowed.

Phone numbers we provide are assigned to you while your subscription is active and in good standing; they remain ours or our carrier's, may not be transferable to another provider, and are reclaimed when your subscription ends or as described in Section 7. We decide which countries new numbers are available in and may restrict them. Your own business number stays with your carrier: you point it at Sona with call forwarding, and you must have the authority to forward any number you forward.

4. Not an emergency service

The Service does not support emergency calls. Sona cannot contact 911 or any other emergency service, cannot tell anyone where a caller is, and is not an emergency answering point. You must not present your Sona line as a way to reach emergency or urgent help, and you must keep whatever emergency arrangements your business needs independently of the Service.

Sona is not designed to recognize emergencies reliably. It may tell a caller who describes one to hang up and dial 911, but you must not rely on it doing so. Tell your own callers, for example on your website and your voicemail, to dial 911 in an emergency.

A transfer destination cannot be 911 or another emergency number: the Service refuses one. More generally, do not rely on the Service where a missed, delayed or mishandled call could put someone's life, health or safety at risk.

5. Plans, fees, usage and renewal

Plans and prices are listed on our pricing page and in your dashboard; the ones shown when you subscribe are the ones that apply.

• Free plan. You can set up and configure Sona at no charge. The Free plan does not include a phone line or answered calls; putting the receptionist on a line takes a paid plan. If a workspace keeps a number after its paid plan ends, we may stop answering calls to it and reclaim the number as described in Section 7.
• Paid plans. A paid plan has a fixed fee, billed in advance each month or each year, which includes an allowance of talk time. On an annual plan the allowance is pooled for the whole year.
• Usage. Talk time beyond the allowance is billed in arrears at your plan's per-minute rate, measured per second. Billable time is the duration of calls answered on your numbers; a call that is never answered is not billed. We may exclude other calls from billing as well.
• Extra numbers. Numbers beyond those your plan includes are billed monthly at the add-on price on the pricing page.
• Limits. Every workspace has daily usage limits, shown in the dashboard, that protect you from runaway usage and toll fraud. When a limit is reached, calls may go to voicemail instead of the receptionist.
• Taxes. Fees exclude taxes, which you pay, other than taxes on our income.

Paid subscriptions renew automatically at the end of each monthly or annual period, at the price then in effect, until you cancel.

When you subscribe, you authorize us to charge the payment method you give us, through our payment provider, for your plan's charges each period until you cancel: the plan fee, any extra numbers and talk time beyond the allowance. Wallet credit is charged when you add it.

You can cancel at any time from your dashboard's billing settings. Cancellation takes effect at the end of the current period, and your workspace then returns to the Free plan. We do not refund fees for partial periods except where the law requires it. We may change prices with at least 30 days' notice; the change takes effect at your next renewal, and if you do not accept it your remedy is to cancel before then.

6. Wallet credit

You can add prepaid credit to your account's wallet. Credit is applied to your Sona invoices before your card is charged, and to nothing else. It has no cash value, cannot be withdrawn or transferred, and is not refundable except where the law requires it. Top-ups are limited to the amounts shown in the dashboard. If a payment that funded credit is refunded or disputed, the credit is removed; if it has already been used, the amount is added to your next invoice.

7. Late payment and suspension

If a payment fails, this is what happens, with notice at each step:

1. For the first 7 days the Service works normally while the payment is retried.
2. After 7 days, you cannot add numbers or turn on anything that adds to your bill until the balance is paid; calls are still answered.
3. After 21 days, the Service is suspended: calls to your numbers are no longer answered by the receptionist.
4. After 45 days, your numbers may be released back to the carrier, and a released number cannot be recovered.

Paying the balance lifts the freeze and the suspension. Numbers are also reclaimed after a subscription ends, on the same terms.

8. Acceptable use policy

You must not use the Service, or let anyone else use it, to:

• impersonate a bank, credit union, card issuer, lender, payment service or other financial institution; a government agency, an emergency service or an official; or any person or business you do not represent;
• ask callers for passwords, account credentials, one-time codes, card or bank account numbers, Social Security numbers or other payment or identity data;
• do anything unlawful, deceptive, fraudulent, harassing, threatening or abusive, including scams and calls that break recording, privacy, telemarketing or consumer-protection laws;
• make the receptionist present itself as a person, deny that it is an AI, or claim credentials or authority it does not have;
• give medical, legal, financial or other professional advice;
• load knowledge-base content you have no right to use, or content designed to make the receptionist say something unlawful or misleading;
• probe or test the Service's security other than through the process on our security page;
• copy, reverse engineer or resell the Service, interfere with it or with other customers' use of it, or generate artificial call traffic;
• get around a usage limit, a rate limit, a suspension or any other restriction we apply, including by opening another workspace or account to do it;
• use the Service, or what it produces, to build, train or improve a product that competes with it;
• use call records to build a database of people unrelated to serving your own customers.

We may investigate suspected misuse, and you will cooperate with a reasonable investigation. Where we reasonably believe a line is being used in breach of this policy, or to harm callers, we may suspend the line, the workspace or the account immediately, with or without notice, and we may share information with carriers and law enforcement where the law allows. To report a Sona line being misused, write to abuse@bizefy.dev.

9. Your responsibilities

• Accurate setup. Your greeting, business hours, availability, policies and knowledge base are what the receptionist relies on. Keep them accurate and lawful.
• Recording. The Service plays an AI disclosure on every call and a recording notice on every recorded call. You decide whether recording is on, and you are responsible for that choice, for any further notice or consent your industry or state requires, and for how you use recordings and transcripts.
• Commitments to callers. Appointments and answers the receptionist gives within the settings you configured are your commitments to your callers, as if a receptionist you employed had given them.
• Your callers' privacy. You are responsible for honoring your callers' privacy rights; we help as the Data Processing Addendum describes.
• Calling callers back. Sona places no outbound calls and sends no texts, so any call or text back to a caller is yours. The callback numbers and messages it collects are for answering the caller's request; if you call or text a caller for any other purpose, such as marketing, you are responsible for getting the consent the Telephone Consumer Protection Act and other telemarketing laws require.

10. Healthcare and sensitive information

The Service is not designed for protected health information (“PHI”) as defined by HIPAA. If you are a covered entity or a business associate under HIPAA, you must not use the Service in a way that sends PHI to it unless we have signed a business associate agreement (“BAA”) with you. We do not offer BAAs at this time. Healthcare providers should contact us at support@bizefy.dev before using the Service. You must also not use the Service to collect payment card data, Social Security numbers or similar identifiers (Section 8).

11. Your data

You own your data: the configuration and content you provide and everything your calls produce, including recordings, transcripts, messages and appointments (“Customer Data”). You give us the rights we need to host, process, transmit and display Customer Data to provide, secure and support the Service. We may use aggregated, de-identified statistics that identify neither you nor any caller. We do not sell Customer Data, do not use it for advertising and do not use it to train AI models. How long we keep it, how it is deleted and who processes it are set out in the Privacy Policy, the Data Processing Addendum and our sub-processor list.

12. AI output

Sona is built on speech recognition and large language models. They are probabilistic: they can mishear, misunderstand or say something wrong, and no configuration removes that entirely. The receptionist is instructed to confirm details before it books, to answer from your information and to offer a message or a transfer when it does not know, but output is not guaranteed to be accurate or complete. Review the call outcomes that matter to your business. Nothing the receptionist says is advice from Bizefy LLC.

13. Third-party services

The Service runs on providers we contract with, listed on our sub-processor list, and we are responsible to you for them as our sub-processors. Services you arrange yourself, such as your phone carrier's call forwarding, are governed by your agreements with those providers, and we are not responsible for their availability or behavior, though we will help you set forwarding up.

14. Intellectual property and feedback

We own the Service and everything that makes it work. You may use it while your account is active, and nothing in this agreement transfers ownership either way. If you send us feedback, we may use it without restriction or obligation.

15. Confidentiality

Each of us may learn the other's non-public information under this agreement. Each will use it only to perform the agreement, protect it with at least reasonable care, and disclose it only to people who need it and are bound to protect it, or where the law requires, with notice where the law allows.

16. Term, suspension and termination

This agreement lasts while you have an account. Either party may end it for a material breach that is not cured within 30 days of written notice. We may suspend the Service immediately where continuing would create a security risk, legal exposure or harm to callers or the platform, including for unpaid fees (Section 7) and breaches of Section 8, and we lift a suspension once its cause is resolved.

When the agreement ends, remove your call forwarding so calls ring as they did before Sona. For 30 days afterwards you can ask us for a copy of your Customer Data by writing to support@bizefy.dev. After that we delete it as the Data Processing Addendum describes, keeping only what the law requires. Sections that by their nature survive (payment, intellectual property, confidentiality, disclaimers, liability, indemnity and disputes) survive.

17. Disclaimers and limitation of liability

The Service is provided “as is” and “as available”. To the fullest extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not promise any particular level of availability, and we do not warrant that the Service will be uninterrupted or error-free or that every call will be answered or handled correctly. Telephone service depends on carriers and providers outside our control, and AI output has the limits described in Section 12.

To the same extent, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or goodwill, and our total liability under this agreement is limited to the greater of the fees you paid us in the twelve months before the event giving rise to the claim and one hundred US dollars. These limits do not apply to your payment obligations, your breach of Section 8, your indemnity under Section 18, or liability that cannot lawfully be limited.

18. Indemnity

You will defend and indemnify Bizefy LLC against third-party claims arising from your breach of Section 8, the content you configure or upload, your recording choices, or your use of the Service in breach of law, and pay the resulting damages and reasonable costs.

19. Disputes: arbitration and class waiver

Before starting any formal proceeding, write to legal@bizefy.dev and give us 30 days to resolve the dispute. If that fails, any dispute arising out of this agreement or the Service will be resolved by final and binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, in English, conducted remotely unless both parties agree otherwise. Judgment on the award may be entered in any court with jurisdiction. Either party may instead bring an individual claim in small-claims court, or seek an injunction in court to protect its intellectual property or confidential information.

Both parties waive any right to a jury trial and to take part in a class or representative action. Disputes are arbitrated only on an individual basis.

You can opt out of this section by emailing legal@bizefy.dev within 30 days of first accepting these terms, with your business name and a statement that you opt out of arbitration. Opting out changes nothing else in this agreement.

20. Governing law

This agreement is governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules. For matters not subject to arbitration, both parties consent to the exclusive jurisdiction of the state and federal courts located in Delaware.

21. Changes to these terms

We may update these terms. For a material change we email your account's editors at least 30 days before it takes effect, and the dashboard asks every member to review and accept the new version. If you do not accept a change, cancel before it takes effect and it will not bind you. The version at the top of this page is always the current one.

22. General

Neither party is liable for a delay or failure caused by events beyond its reasonable control, including carrier and provider outages. You may not assign this agreement without our consent, except to a successor in a merger or sale of substantially all of your assets; we may assign it to an affiliate or a successor. Notices to us go to legal@bizefy.dev; notices to you go to your workspace editors' email addresses. You will comply with US export control and sanctions laws. If part of this agreement is unenforceable, the rest stands, and not enforcing a right is not a waiver of it. This agreement, the documents it includes and your plan are the entire agreement between us about the Service.

23. Contact

Questions about these terms: legal@bizefy.dev. Help with the Service: support@bizefy.dev. Privacy requests: privacy@bizefy.dev. Misuse of a Sona line: abuse@bizefy.dev.