Terms of Service
Last updated: January 12, 2025
1. Acceptance of Terms
By accessing or using PhoneBack's AI-powered customer feedback services ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use our Service.
2. Description of Service
PhoneBack provides AI-powered customer feedback collection through:
- Automated phone surveys and feedback collection
- AI-driven conversation analysis and insights
- Customer sentiment analysis and reporting
- Integration with business systems and workflows
- Real-time analytics and dashboard services
3. User Accounts and Registration
Account Creation
- You must provide accurate and complete information during registration
- You are responsible for maintaining the security of your account credentials
- You must notify us immediately of any unauthorized access
- You may not share your account with others or create multiple accounts
Account Responsibilities
- You are responsible for all activities under your account
- Keep your contact information current and accurate
- Comply with all applicable laws and regulations
4. Acceptable Use Policy
You agree not to use our Service to:
- Violate any applicable laws or regulations
- Conduct surveys without proper consent from participants
- Collect sensitive personal information inappropriately
- Harass, abuse, or harm other individuals
- Transmit spam, unsolicited communications, or malicious content
- Attempt to gain unauthorized access to our systems
- Reverse engineer or attempt to extract our proprietary algorithms
- Use the Service for illegal telemarketing or solicitation
5. Payment Terms and Billing
Subscription Plans
- Subscription fees are billed in advance on a monthly or annual basis
- All fees are non-refundable except as expressly stated
- We may change pricing with 30 days' notice to existing customers
- Usage-based charges apply to calls and AI processing beyond plan limits
Payment Processing
- You authorize automatic payment using your designated payment method
- Failed payments may result in service suspension or termination
- You are responsible for all taxes and fees
6. Call Recording and Consent
When using our phone survey services:
- You must obtain proper consent before recording any calls
- You are responsible for compliance with local recording laws
- Our system provides standard consent notifications
- Participants have the right to opt-out of recording at any time
- You must inform participants about data usage and retention
7. Data Ownership and Usage
Your Data
- You retain ownership of your customer data and survey responses
- You grant us license to process data to provide our services
- We may use aggregated, anonymized data for service improvement
Our Technology
- PhoneBack retains all rights to our AI technology and algorithms
- You may not reverse engineer or copy our proprietary systems
- Any feedback or suggestions you provide may be used to improve our Service
8. Service Availability and Performance
- We strive for 99.9% uptime but do not guarantee uninterrupted service
- Scheduled maintenance will be announced in advance when possible
- We are not liable for third-party service interruptions
- Performance may vary based on call volume and system load
9. Limitation of Liability
To the maximum extent permitted by law:
- Our liability is limited to the amount you paid in the preceding 12 months
- We are not liable for indirect, incidental, or consequential damages
- You acknowledge that AI technology may have limitations and errors
- We do not guarantee specific business outcomes or results
10. Termination
By You
- You may cancel your subscription at any time
- Cancellation takes effect at the end of your current billing period
- You remain responsible for all charges incurred before cancellation
By PhoneBack
- We may suspend or terminate accounts for Terms violations
- We may discontinue the Service with 30 days' notice
- Immediate termination may occur for serious violations
11. Changes to Terms
We may modify these Terms at any time. Material changes will be communicated via email or service notification. Continued use of the Service after changes constitutes acceptance of the new Terms.
12. Governing Law and Disputes
These Terms are governed by the laws of Romania. Any disputes will be resolved through binding arbitration, except for claims that may be brought in small claims court.
13. Contact Information
For questions about these Terms of Service, please contact us:
Email: legal@phoneback.ai
Phone: +1-917-793-5952
Address: PhoneBack, Bucharest, Europe
Business Hours: Monday-Friday, 9 AM - 6 PM EET