Terms of Service

1. Accounts and users

Access is by invitation. You decide who in your organisation may sign in and which role each person holds. You are responsible for activity under your accounts and for keeping credentials confidential. Accounts are for named individuals and may not be shared. Automated access must use the API rather than a person’s login. Tell us promptly if you suspect unauthorised access.

2. Agencies and their clients

An agency may operate AXO.Voice for its own clients. An agency workspace may have client workspaces beneath it, one level deep. Each client workspace holds its own data, configuration and users, and is isolated from every other client workspace. Agency owners and admins can access the client workspaces beneath them; agency viewers cannot.

An agency may present the service under its own brand, including its own logo, colours and a domain it controls, and may set its own prices to its clients. AXO has no contract with an agency’s clients. The agency is responsible for its clients’ and their users’ compliance with these terms as if their acts were the agency’s own, and for all fees for usage in every workspace beneath it.

3. Your responsibilities

• Recording consent. You are responsible for making sure every call you submit, or that the service handles for you, is recorded lawfully. That includes giving any notice and obtaining any consent that federal or state law requires from every party to the call. Several states require the consent of all parties.
• Rights in your data. You confirm that you have the rights and permissions needed to submit recordings, transcripts and other content to the service and to have them processed as these terms describe.
• Employment and eligibility decisions. The service evaluates how a call was handled and, where scorecards are enabled, the performance of your own recruiter or representative. It is designed not to score, rank or evaluate job candidates or other call participants. You will not use output as the basis for a hiring, eligibility, credit, insurance, housing or similar decision about a call participant, and you are responsible for your compliance with employment, anti-discrimination and consumer-reporting laws.
• Staff voice features. Voice-based identification of your staff and voice cloning are off until you switch them on for a named person and attest that you hold that person’s consent. You are responsible for holding a valid written consent or release wherever the law requires one, including under state biometric-privacy laws. Withdrawing consent in the service erases that person’s voiceprint.
• Outbound and automated calls. If you use the AI Voice Agent to place calls or send messages, you are responsible for complying with the laws that govern them, including the Telephone Consumer Protection Act, the Telemarketing Sales Rule, do-not-call rules, state equivalents, and any requirement to disclose that a caller is automated or artificial. You decide who is contacted, when, and with what disclosures.
• Prohibited data. Do not submit protected health information, payment card numbers or government identity numbers. The service is not designed for them and no business associate agreement is in place unless we have signed one with you.

4. Acceptable use

You will not, and will not allow anyone else to:

• copy, modify or create derivative works of the service, or reverse engineer it or attempt to extract its source code, prompts, rubrics or models, except where that restriction is prohibited by law;
• resell or sublicense the service, other than an agency providing it to its own clients as described above;
• use the service or its output to build a competing product;
• circumvent metering, usage limits or security controls, or probe or scan the service without our written permission;
• submit content you have no right to submit, or use the service to harass, defraud, deceive or impersonate a real person without their consent;
• use the service in violation of law.

5. AI-generated output

Transcripts, summaries, dispositions, scores and other output are produced by automated speech recognition and language models. They can contain errors, and their accuracy depends on audio quality, vocabulary and configuration. Output is decision support. It is not a verbatim legal record and it is not professional advice. Review output before relying on it for anything consequential.

The AI Voice Agent conducts conversations using scripts and rules you configure. You are responsible for the content of those scripts, for what the agent is permitted to say and promise, and for supervising its use.

6. Fees and payment

Fees are those in your order form or, if there is none, the list prices published at voice.axoapp.ai/pricing at the time of use. The AI Call Analyzer is billed per connected minute, prorated to the second, with no per-call minimum. Calls that never connect are not billed. The AI Voice Agent bills connected, completed conversations only.

Published volume discounts apply to usage billed at list price. Where you and AXO have agreed a rate, that agreed rate is the price and published discounts do not apply on top of it.

Unless your order form says otherwise, we invoice monthly in arrears for usage in the preceding month, and invoices are due thirty days from the invoice date. Fees exclude taxes; you are responsible for sales, use and similar taxes other than taxes on our income. Trial credits have no cash value and expire as stated when granted.

Undisputed amounts not paid when due may accrue interest at the lesser of 1.5% per month or the maximum the law allows. If undisputed amounts are more than thirty days overdue we may, after at least ten days’ written notice, suspend the processing of new work. During a suspension you keep read and export access to your existing data.

We may change list prices. A change applies to usage after it takes effect and never to a rate fixed in an order form during its term.

7. Your data and ours

As between you and AXO, you own the recordings, transcripts and other content you submit, and the output the service generates from it. You grant us a limited licence to host, process and transmit that content solely to provide, secure and support the service. Configurations you create, such as custom dispositions, vocabulary, corrections and scorecards, remain yours and can be exported.

We will not use your call data or output to train machine-learning models offered to other customers, and we will not sell it. We may use de-identified, aggregated operational metrics, such as volumes, durations, processing times and error rates, to operate, secure, bill for and improve the service. Those metrics do not identify you, your clients, your users or any call participant.

AXO owns the service, including its software, models, prompts, domain vocabularies and documentation. If you give us feedback we may use it without restriction. How we handle personal information is described in the Privacy Notice and, for the data we process on your behalf, the Data Processing Addendum. Both form part of these terms.

8. Confidentiality

Each of us will use the other’s non-public information only to perform under these terms, will protect it with at least reasonable care, and will disclose it only to personnel and advisers who need it and are bound to protect it. This does not cover information that is public through no fault of the recipient, was independently developed, or was rightfully received from someone else. Disclosure required by law is permitted with reasonable advance notice where the law allows.

9. Suspension, term and termination

Either of us may stop at any time: you by ceasing use and closing your account, and we on thirty days’ notice, subject to any term in a signed order form. Either of us may terminate immediately if the other materially breaches these terms and does not cure within thirty days of notice. We may suspend access where your use poses a security risk, may harm the service or other customers, or breaches section 4, with notice where practicable and only for as long as the condition lasts.

For thirty days after termination you may export your data. After that we delete it within sixty days, other than back-up copies that age out in the ordinary course and information we must keep by law. You can ask us to delete sooner. You remain responsible for fees for usage before termination.

10. Warranties and disclaimers

We will provide the service with reasonable skill and care. If a paid feature does not perform materially as described, tell us and we will use commercially reasonable efforts to correct it, including reprocessing affected recordings at no charge, or, failing that, credit or refund the fees for the affected usage. That is your exclusive remedy for a performance failure.

Otherwise the service is provided "as is". 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 warrant that the service will be uninterrupted or error-free, that output will be accurate, or that using it will achieve any particular business result.

11. Indemnification

You will defend AXO against third-party claims arising from the content you submit, from the recording of calls or any failure to give notice or obtain consent, from calls or messages placed through the AI Voice Agent on your behalf, from your use of output in decisions about a call participant, from your use of staff voice features without valid consent, or from the acts of your clients, and you will pay damages finally awarded or agreed in settlement. We will give you prompt notice, let you control the defence, and cooperate reasonably. You will not settle in a way that imposes liability or an admission on us without our consent.

12. Limitation of liability

To the fullest extent the law allows, neither of us is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits or revenue, even if advised of the possibility. Each party’s total liability arising out of these terms will not exceed the fees you paid or owe for the service in the twelve months before the event giving rise to the claim. These limits do not apply to your obligation to pay fees, to your obligations under section 11, or to liability that cannot be limited by law.

13. Changes to these terms

We may update these terms. For a change that materially reduces your rights we will give at least thirty days’ notice by email to your account owners or in the service. If you do not agree, you may stop using the service before the change takes effect. The date at the top of this page shows when the terms last changed.

14. General

These terms are governed by the laws of the State of Delaware, without regard to its conflict-of-law rules, and the state and federal courts located in Delaware have exclusive jurisdiction. Neither of us may assign these terms without the other’s consent, except to a successor in a merger, acquisition or sale of substantially all of its assets or of the business line these terms relate to. We are independent contractors. Neither of us is liable for delay or failure caused by events beyond reasonable control, other than payment obligations. If a provision is unenforceable the rest remains in effect, and a failure to enforce a provision is not a waiver.

We will not use your name or logo publicly without your consent, and because agencies may present the service under their own brand, we will not identify an agency’s clients as AXO customers.

Questions about these terms, and legal notices: hello@axoapp.ai, or by mail to AXO Solutions, Inc., 6125 El Monte St, Fairway, KS 66205, USA.