Terms of Service

1. Who these terms are between

These terms are an agreement between JaneJack AI ("JaneJack", "we", "us") and the business or individual that opens an account ("you", "Customer"). If you accept these terms on behalf of a company, you confirm you have authority to bind it.

2. What the service is

JaneJack provides AI voice assistants that answer inbound telephone calls on your behalf, and a dashboard for configuring them and reviewing the resulting call records. Depending on your configuration, an assistant may schedule appointments, answer questions from a knowledgebase you supply, capture caller details, transfer calls to your staff, and interact with third-party tools you have connected.

We may change, improve, or discontinue parts of the service. Where a change materially reduces functionality you rely on, we will give you reasonable notice.

3. Your account

• You are responsible for the accuracy of the information you give us and for keeping your credentials confidential.
• You are responsible for everything done under your account, including by users you invite.
• Tell us promptly at info@janejack.ai if you believe your account has been compromised.
• We recommend enabling two-factor authentication on every account with access to call transcripts.

4. Your responsibilities as the business receiving calls

These are the obligations that sit with you rather than us, because only you know your callers and your jurisdiction.

• Consent and disclosure. You are responsible for complying with the laws that apply to recording, monitoring, and transcribing calls, and with any requirement to disclose that a caller is speaking to an automated assistant. We give you the controls; the decision and the obligation are yours.
• Accuracy of your knowledgebase. Your assistant answers from the information you provide. Keeping hours, pricing, services, and policies current is your responsibility.
• Lawful use of telephony. If you use outbound calling, you are responsible for compliance with telemarketing and automated calling law, including consent, calling windows, and do-not-call obligations.
• Regulated data. If your calls involve protected health information, you must have a business associate agreement in place with us before going live.
• Third-party tools. Connecting an integration authorises us to exchange data with it. Your use of that tool remains governed by your agreement with its provider.

5. Emergencies

The service is not an emergency service and must not be presented as one. A JaneJack assistant cannot contact emergency services on a caller's behalf and cannot guarantee that any call will be answered, transferred, or escalated within a given time. Do not configure your assistant as the only route to urgent help, and make sure your call flow directs callers with an emergency to the appropriate emergency number.

6. Acceptable use

You may not use the service to:

• Break the law, or facilitate fraud, harassment, or unlawful discrimination.
• Impersonate another business or individual, or configure an assistant to deny being an automated assistant when a caller asks directly.
• Conduct unsolicited bulk calling in breach of applicable telemarketing rules.
• Collect payment card numbers, government identifiers, or credentials over a call in a way that breaches applicable security standards.
• Attempt to disrupt, reverse engineer, or gain unauthorised access to the service or the accounts of others.
• Resell the service without our written agreement.

We may suspend an account that we reasonably believe is being used in breach of this section, with notice where practical and immediately where necessary to protect the service or third parties.

7. Fees and billing

• Your subscription fee, included usage, and any per-minute rate for usage beyond it are the ones agreed for your account and shown in your dashboard.
• Subscriptions renew automatically each billing period until cancelled. Payment is taken through our payment processor using the method on file.
• Usage above your included allowance is billed in arrears at the agreed rate.
• Fees are exclusive of taxes, which are added where applicable and are your responsibility.
• If a payment fails, we may suspend the service after notifying you and allowing a reasonable period to correct it.
• Fees already paid are non-refundable except where required by law or expressly agreed in writing.

We may change pricing with at least 30 days' notice, effective from your next billing period. If you do not accept a price change, you may cancel before it takes effect.

8. Trials

Where we offer a trial, it runs for the period stated when you start it. We will tell you before it converts to a paid subscription, and you may cancel at any point during the trial without charge.

9. Your data

As between you and us, you own the content of your calls, your knowledgebase, and your account data. You grant us the licence needed to host, process, transmit, and display it in order to run the service on your behalf. Our handling of personal information is described in our Privacy Policy, which forms part of these terms.

You can export your call records at any time while your account is active. We do not use your call content to train general-purpose AI models.

10. Our intellectual property

The service, including the software, assistant models, dashboard, and branding, remains our property. These terms grant you a non-exclusive, non-transferable right to use the service during your subscription and nothing more.

11. Confidentiality

Each party may receive non-public information from the other. Each agrees to protect it with at least reasonable care, use it only to perform under these terms, and not disclose it except to people who need it and are under equivalent obligations.

12. Service availability

We work to keep the service continuously available and we monitor it accordingly, but we do not warrant uninterrupted or error-free operation. The service depends on third-party telephony carriers and infrastructure providers whose outages are outside our control. Any service level commitment applies only where it has been agreed in writing for your account.

13. Disclaimers

The service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

AI assistants can misunderstand a caller or produce an inaccurate answer. The service is a tool that supports your operations, not a substitute for professional judgement, and you should not rely on it for medical, legal, financial, or safety-critical decisions. Reviewing call records and correcting your assistant's configuration is part of using the service properly.

14. Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, lost business, or lost data, even if advised of the possibility.

Our total aggregate liability arising out of or relating to these terms is limited to the amount you paid us for the service in the twelve months preceding the event giving rise to the claim.

Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

15. Indemnity

You will indemnify us against third-party claims arising from your use of the service in breach of these terms, from the content of your knowledgebase, or from your failure to meet the consent, disclosure, and telephony obligations in section 4.

16. Term and termination

• You may cancel at any time from the dashboard or by writing to us. Cancellation takes effect at the end of the current billing period.
• We may terminate for material breach that is not cured within 30 days of notice, or immediately for a breach of section 6.
• On termination your assistants stop answering calls and your access to the dashboard ends. Export anything you need first. We will retain and delete data as described in the Privacy Policy.

17. Changes to these terms

We may update these terms. Material changes will be notified to account holders at least 30 days before they take effect. Continuing to use the service after that date constitutes acceptance.

18. General

These terms, together with the Privacy Policy and any order form or written agreement covering your account, are the entire agreement between us. If any provision is held unenforceable, the rest continues in force. A failure to enforce a provision is not a waiver of it. You may not assign these terms without our consent; we may assign them in connection with a merger or sale of the business.

These terms are governed by the laws of the jurisdiction in which JaneJack AI is established, without regard to conflict of law principles, and the courts of that jurisdiction have exclusive jurisdiction over any dispute.

19. Contact

Questions about these terms go to info@janejack.ai.