Terms of Service

1. Agreement to Terms

By accessing or using HelloItsAI ("Service"), operated by HelloItsAI ("Company," "we," "us," or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use the Service.

2. Description of Service

HelloItsAI provides an AI-powered voice agent platform that enables property management companies ("Customers") to automate inbound telephone communications with their tenants. The Service includes:

• Automated answering and handling of inbound phone calls from tenants
• AI-generated responses to tenant inquiries about maintenance, policies, and emergencies
• Call recording, transcription, and logging
• Maintenance request intake and categorization
• Emergency escalation routing
• A management dashboard for reviewing calls and requests

The Service uses telephony infrastructure provided by third parties including Twilio, Inc. All inbound calls to HelloItsAI-provisioned phone numbers are answered by an AI voice agent.

3. Eligibility and Account Registration

You must be at least 18 years old and have the legal authority to enter into these Terms on behalf of yourself or your organization. By registering, you represent that all information you provide is accurate and that you will maintain accurate account information.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

4. Permitted Use and Customer Responsibilities

You may use the Service only for lawful business purposes. As a Customer, you are responsible for:

• Ensuring all persons who call your HelloItsAI-provisioned number are your tenants or authorized callers
• Informing callers that their calls may be answered by an AI agent and may be recorded
• Complying with all applicable federal, state, and local laws regarding call recording and disclosure
• Not using the Service to make unsolicited outbound calls or for any marketing purposes
• Not using the Service to harass, defraud, or harm any person
• Ensuring the accuracy of information you provide to configure your AI agent

5. Call Recording and Consent

The Service records and transcribes inbound telephone calls for the purpose of logging maintenance requests, providing call summaries to Customers, and improving Service quality. By using the Service, you acknowledge and agree that:

• You are responsible for obtaining all necessary consents from callers for call recording under applicable law, including two-party consent jurisdictions
• We recommend configuring your AI agent to disclose at the start of each call that the call is being handled by an AI and may be recorded
• Recordings and transcripts are stored securely and accessible only to authorized account users and HelloItsAI staff for service and support purposes

6. Prohibited Activities

You may not:

• Use the Service to initiate or facilitate unsolicited outbound calls or spam
• Impersonate any person or entity or misrepresent your affiliation
• Reverse engineer, decompile, or attempt to extract source code from the Service
• Use the Service in a manner that violates the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, or any other applicable law
• Resell or sublicense access to the Service without our express written consent
• Use the Service in ways that interfere with or disrupt its integrity or performance

7. Fees and Payment

The Service is offered on a subscription basis with the following tiers: Starter ($199/month, 250 minutes/month), Professional ($399/month, 500 minutes/month), and Enterprise ($699/month, 1,000 minutes/month). Additional minutes can be purchased in prepaid top-up packs (100 minutes for $49). Fees are charged monthly in advance.

We reserve the right to change pricing with 30 days' notice. When you reach your plan's included minutes (and any prepaid top-up balance), the AI receptionist stops answering and incoming calls are forwarded to your designated escalation contact until you purchase additional minutes or upgrade your plan.

All fees are non-refundable except where required by law or as expressly stated in these Terms.

8. Intellectual Property

The Service and its original content, features, and functionality are and will remain the exclusive property of HelloItsAI and its licensors. You retain all rights to content you upload (e.g., knowledge base documents, tenant information). By uploading content, you grant us a limited license to use that content solely to provide the Service to you.

9. Third-Party Services

The Service relies on third-party providers including Twilio (telephony), Vapi (AI voice), and Supabase (data storage). Your use of the Service is subject to their respective terms and policies. We are not responsible for the availability, accuracy, or actions of third-party services.

10. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT AI-GENERATED RESPONSES WILL BE ACCURATE OR COMPLETE. YOU RELY ON AI-GENERATED CONTENT AT YOUR OWN RISK.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HELLOITSAI SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE. OUR TOTAL LIABILITY SHALL NOT EXCEED THE GREATER OF $100 OR THE AMOUNTS YOU PAID US IN THE THREE MONTHS PRECEDING THE CLAIM.

12. Indemnification

You agree to indemnify and hold harmless HelloItsAI and its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from your use of the Service, your violation of these Terms, or your violation of any third party's rights.

13. Termination

Either party may terminate the agreement at any time. You may cancel your account from the billing section of your dashboard. We may suspend or terminate your account immediately if we believe you are violating these Terms or applicable law.

Upon termination, your access to the Service will cease and we will retain your data for 30 days before deletion, except as required by law.

14. Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any disputes shall be resolved in the state or federal courts located in Delaware.

15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or by posting a notice in the Service. Continued use of the Service after changes become effective constitutes your acceptance of the revised Terms.

16. SMS Notification Program

HelloItsAI offers an optional SMS notification program that sends account-related text messages to Customers who explicitly opt in. Participation is entirely voluntary.

• Program description: Transactional and operational SMS messages including urgent maintenance alerts, new message notifications, service updates, and account notifications.
• Message frequency: Message frequency varies based on account activity and your notification preferences.
• Rates: Message and data rates may apply depending on your carrier plan.
• Opt-out: Reply STOP at any time to cancel. You will receive a one-time confirmation message and no further SMS will be sent.
• Help: Reply HELP for help or contact us at hello@helloitsai.com.
• Carriers: Carriers are not liable for delayed or undelivered messages.

You may also opt out at any time from your account settings. Re-enrollment is allowed by re-completing the opt-in process in account settings.

17. Contact

Questions about these Terms? Contact us at hello@helloitsai.com.