Terms of Service

These terms are between Xenflows (“we”) and the person or company opening an account (“you”). By creating an account or using Voicelo you accept them. If you are agreeing on behalf of a company, you confirm you are authorised to bind it.

Our Privacy Policy and End User Licence Agreement form part of this agreement.

Voicelo is software for building voice agents that answer and place phone calls, hold a conversation, and act on the result — booking appointments, updating records, and passing information to systems you connect.

It depends on services we do not control: telephone carriers, speech recognition, speech synthesis and language models. We work to keep it available but we do not promise uninterrupted service, and an outage at one of those providers can interrupt calls.

• You must give accurate registration details and keep them current.
• You are responsible for what happens under your account, including anything done with your API key. Keep credentials secret and tell us promptly if they are exposed.
• You must be at least 18 and able to enter a contract.
• One account is for one business. Reselling access, or running another company's calls through your account, needs our written agreement first.

This is the clause that decides whether using Voicelo gets you into trouble, so it is written plainly rather than buried.

You are the caller. Every legal duty that attaches to making a phone call attaches to you, not to us. We provide the software; you decide who is called, when, and what is said.

You are responsible for:

• Having a lawful basis to contact each person you dial, including any prior express written consent that the US Telephone Consumer Protection Act requires for automated or pre-recorded calls to mobile numbers.
• Honouring do-not-call lists — national, state and your own internal list — and processing opt-outs promptly.
• Calling only within permitted hours for the recipient's location.
• Disclosing that a call is recorded wherever that is required, and disclosing that the caller is an automated system where that is required.
• Meeting the rules of any country you call into, which may be stricter than those where you are based.
• Not spoofing caller ID or misrepresenting who is calling or why.

Penalties under laws of this kind are assessed per call and can be substantial. If you are not certain your calling programme complies, take advice before you run a campaign, not after.

You may not use Voicelo to:

• Make unlawful, deceptive, harassing or fraudulent calls, or to impersonate another person or organisation.
• Run political robocalls, scam calls, or calls that misrepresent an offer or a caller's identity.
• Clone or imitate a real person's voice without that person's documented permission.
• Give medical, legal or financial advice through an agent where doing so requires a licence you do not hold.
• Upload contact data you have no right to use, or data obtained in breach of another service's terms.
• Attempt to break, overload, reverse engineer or gain unauthorised access to the service or the accounts of others.
• Resell the service, or use it to build a competing product.

We may suspend an account immediately where we reasonably believe it is being used this way, or where continued use exposes us or a third party to legal risk.

Your agent instructions, knowledge base, lead lists, recordings and transcripts remain yours. You grant us the licence needed to host and process them so the service can function — nothing wider. We do not use your call content to train our own models.

Where we handle personal data on your behalf we act as your processor, on your instructions, as set out in the Privacy Policy. You are responsible for having the right to give us that data in the first place.

Some features run on accounts you hold with other providers — a carrier, a speech service, a model provider. You are responsible for those accounts, their terms and their charges, which are billed to you by them and not by us. If a provider suspends or rate-limits your account, the corresponding feature will stop working.

Subscriptions

Plans are billed in advance for the period you choose and renew automatically until cancelled.

Usage costs

Telephony and AI provider charges on your own accounts are separate from your subscription and are billed to you by those providers.

Cancelling

You can cancel at any time. Cancellation stops the next renewal; access continues to the end of the period already paid for.

Refunds

Fees already paid are non-refundable except where the law requires otherwise, or where we agree in writing.

Price changes

We will give at least 30 days' notice before a price change affects a renewal.

Failed payment

If a payment fails we may suspend the account until it is settled.

We aim to keep Voicelo available and to give reasonable support during business hours. We may carry out maintenance, and will give notice where it is planned and disruptive. Unless we have signed a separate service-level agreement with you, the service is provided without an uptime guarantee.

Voice agents are probabilistic. They mishear things, they occasionally state something incorrect with confidence, and their behaviour depends heavily on the instructions you write and the model you choose.

Do not deploy an agent in a setting where a wrong answer causes serious harm without a human in the loop. You are responsible for testing your agents, for what they say on your behalf, and for the consequences of acting on their output.

You may close your account at any time. We may suspend or terminate an account for a material breach of these terms, for non-payment, or where required by law — with notice where circumstances allow, and immediately where they do not.

After termination we will make your data available for a reasonable period so you can export it, then delete it in line with the retention periods in the Privacy Policy.

To the fullest extent the law allows, Voicelo is provided “as is”, without implied warranties of merchantability, fitness for a particular purpose or non-infringement.

We are not liable for indirect, incidental, special or consequential loss, or for lost profits, revenue, goodwill or data. Our total liability arising out of this agreement is limited to the amount you paid us in the twelve months before the claim arose.

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

You agree to indemnify us against claims arising from your use of the service in breach of these terms, and in particular from calls placed through your account that breach telephone or privacy law.

These terms are governed by the laws of the State of New Mexico and the federal laws of the United States, without regard to conflict-of-laws rules. The courts located in New Mexico have exclusive jurisdiction, except that either party may seek injunctive relief in any court of competent jurisdiction.

• If any provision is held unenforceable, the rest continues in force.
• Failing to enforce a provision is not a waiver of it.
• You may not assign this agreement without our consent; we may assign it as part of a merger or sale of the business.
• These terms, with the Privacy Policy and the End User Licence Agreement, are the entire agreement between us.
• We may update these terms; material changes will be notified before they take effect.