Terms of Service

These Terms of Service (the “Terms”) are an agreement between Sonavia Technologies LLC, a Wyoming limited liability company (“we”, “us” or “our”), and the business that uses concira.ai (“you” or “your”). They cover the concira.ai app (app.concira.ai), the AI phone agents and phone numbers it provides, our website and everything else we offer under the concira.ai name (together, the “Service”).

You accept these Terms when you tick the box that says you agree to them, when you buy anything in the app, or when you use the Service. If you accept them for a business, you confirm that you are authorized to bind it. The Service is for businesses and other organizations, not for personal or household use, and you must be at least 18 years old to use it.

Our Privacy Policy explains how we handle personal information, and the details shown when you buy something — its price, what it includes and when it is charged — are part of these Terms. If we sign a separate agreement with you, it wins where it differs from these Terms.

concira.ai lets you set up AI agents that answer and place phone calls for your business: they greet callers, answer questions from the information you give them, take down details, book and change appointments, transfer calls, take messages and send texts and emails. You decide what each agent says and does.

The Service is new, and we offer it to businesses in waves (early access). We improve it all the time, which means we may add, change or remove features at any time. If we remove a material feature you pay for, we'll try to tell you in advance. Features marked as previews or early access may change or stop and are provided as they are.

We run the Service with providers such as Microsoft Azure (hosting, speech and AI), Twilio (phone numbers, calls and texts) and Stripe (payments). Calls also depend on phone networks and the internet, which we don't control.

• Give us accurate information about you and your business, and keep it up to date.
• Keep your sign-in details secret. You are responsible for everything done in your account, including by the team members you invite and the roles you give them. Tell us at once at support@concira.ai if you think someone has used your account without permission.
• Our staff may open your account to help you when you ask, and to run, secure, bill and support the Service. We keep a record when we act for you.
• We provide support through the app and by email. We don't promise a response time or a level of availability unless we agree to one in writing.

Prices and payment

Our plans, usage rates, add-ons and other prices are shown on our pricing page and in the app, and the app shows what you will be charged before you confirm a purchase. Prices are in US dollars and don't include taxes; you pay any sales, use or similar taxes that apply, which we add to your charges where we are required to. You pay by card through Stripe, and you authorize us to charge the card you save for everything you buy and use. Keep a valid card on file.

Automatic renewal

A plan with a monthly fee renews automatically on the 1st of every month until you cancel it. On each renewal we charge your card the plan's monthly fee for the month ahead, together with any extra phone numbers, add-ons and monthly services you have. Your first charge covers only the remaining whole days of the month, starting the day after you start (the day you start is free), and for that first month the plan's included minutes, emails and texts are reduced in the same proportion. Extra phone numbers, add-ons and monthly services are charged the same way from the day after they start, then on the 1st of each month.

Each month stands on its own

Every month is billed afresh on the 1st. A plan's included minutes, emails and texts belong to the month they come with: whatever you haven't used by the end of the month expires. It is not carried over to the next month, refunded or credited, and neither is any unused part of a monthly fee for a plan, phone number, add-on or service. On the 1st, the new month starts with the plan's full allowance and a new charge. Your usage credit — the prepaid balance you top up — is separate: it stays until you use it.

Changing or cancelling your plan

• Upgrades take effect at once. Moving from one plan with a monthly fee to a higher one applies to the whole month: we charge the difference between the two fees for the month, the new plan's allowances replace the old ones, and usage beyond the old plan that you already paid for and that the new plan includes goes back on your usage credit. Moving from Pay-as-you-go to a plan with a fee starts that plan as described above.
• Downgrades take effect on the 1st of the next month.
• You can cancel your plan at any time on the Plan page in the app. The cancellation takes effect at the end of the current month: your plan stays active until then, its fee stops, and your account moves to Pay-as-you-go. Phone numbers, add-ons and services you have bought are separate: they continue, and are charged, until you remove or cancel them in the app. To close your account altogether, cancel your plan, remove your numbers and write to support@concira.ai.
• We don't refund the rest of a month you have paid for when you downgrade or cancel.

Usage credit

Usage beyond your plan — extra call minutes, emails and texts — and all usage on Pay-as-you-go is paid from prepaid usage credit as it happens, at the rates shown in the app. You add credit yourself, or you can turn on automatic top-up: then, until you turn it off, we charge your card the amount you chose whenever your balance falls below the level you set (at most once an hour). Credit is not money and can't be transferred or exchanged for cash, and it doesn't expire unless the app tells you otherwise before you buy it. Unused credit is not refunded, except where the law requires it or as these Terms say.

If you run out of credit, Pay-as-you-go numbers stop answering, and on a plan with a monthly fee calls are answered while the plan's included minutes last, after which new calls and messages beyond the plan stop until you add credit. A call already in progress is allowed to finish and a transfer always connects, so your balance can go below zero; you agree to pay that amount, and your next top-up covers it.

How usage is counted

Call time, transfer minutes, test calls, texts and emails are measured and charged as our pricing page and the app describe. In particular, when a call is transferred, each connected leg is billed as transfer minutes and rounded up to a whole minute on its own. Our records of your usage decide what you owe, unless you show us they are wrong.

Free trials

Some add-ons can be tried for free once, for the period shown in the app. A trial needs no card and simply ends; it never turns into a paid add-on unless you buy it.

Price changes

We may change our prices. We will email you at least 30 days before an increase that affects you takes effect, and it takes effect on the 1st of a month. If you don't want to pay the new price, cancel before then; continuing to use the Service after that date means you accept it. A lower price may apply sooner.

Failed payments, disputes and refunds

• If a payment fails, we retry it and email you. If it is still unpaid when the grace period we tell you about ends (currently 7 days), we may suspend the Service — your numbers stop answering — until it is paid. You stay responsible for amounts you owe.
• If you think a charge is wrong, tell us at support@concira.ai within 30 days of the invoice date; after that, the charge is final. Please talk to us before disputing a charge with your bank: a disputed payment is treated as unpaid while the dispute is open, and you pay any fee our payment processor charges us for it.
• Overdue amounts bear interest at 1.5% a month, or the highest rate the law allows if that is lower, and you pay our reasonable costs of collecting them, including lawyers' fees.
• Except where these Terms or the law say otherwise, amounts you pay are not refundable. We may give a refund or credit in a particular case, which doesn't oblige us to do the same again.

• Phone numbers come from our telephone carriers. We let you use them with the Service while your account is active and paid for; you don't own them, and moving (porting) a number to or from another provider isn't offered at this time. To answer calls on a number you already have, you can forward it to your concira.ai number.
• When you remove a number, or your account is closed or suspended for non-payment, the number may go back to us and later be given to someone else. We may also have to change or withdraw a number if a carrier or regulator requires it; we'll tell you as early as we can.
• Carriers and regulators require information about you and how you use a number — for example, to register it for business texting. You agree to give accurate information, and you understand that some features, such as texting, may not be available until a carrier approves it.
• Calls your agents place show your concira.ai number. Never make a call or text appear to come from someone else.
• We may set and change limits — for example, on how many calls an agent can place at a time or per day, and on the countries it can call — to protect callers, the Service and the phone network.

The Service is not a telephone service and cannot be used to call 911 or any other emergency service. Agents never transfer callers to an emergency number, and calls they place never dial one.

Keep another way to reach emergency services. If people may call your business about something urgent — a medical, dental, veterinary, safety or property emergency — make sure your agent tells them to hang up and dial 911. Your agent can misunderstand a caller, and a call can drop or fail to connect during an outage of the internet, a phone network or one of our providers. Never use the Service as an emergency, crisis or medical triage line.

Your agents speak and act for your business, and the people they talk to are your callers and customers. You decide what your agents say, ask and do, who they call and text, and what they do with what callers tell them — and you are responsible for it. In particular, you are responsible for complying with every law and rule that applies to your calls, texts and emails, including:

• the Telephone Consumer Protection Act and the FCC's rules (which treat AI-generated voices as artificial voices), the Telemarketing Sales Rule, the National Do Not Call Registry and state telemarketing laws;
• laws on recording, monitoring and transcribing calls, some of which require the consent of everyone on the call;
• laws that require businesses to tell people they are talking with an AI or an automated system;
• the CAN-SPAM Act, Canada's anti-spam law (CASL) and the CRTC's Unsolicited Telecommunications Rules, and the carriers' and the CTIA's rules for business texting; and
• privacy, consumer-protection and industry rules that apply to your business.

This means, among other things, that you must:

• get, keep records of and respect every consent the law requires before an agent calls or texts someone — including prior express written consent for marketing calls or texts that use an AI voice — and never call or text people who haven't given it;
• honor requests to stop calls, texts or emails promptly. People who want your business to stop contacting them ask you, and you must make it happen;
• give callers the notices the law requires — for example, that the call is answered by an AI agent and that it is transcribed — which your agent's greeting can do;
• make sure your agent never denies being an AI when a caller sincerely asks;
• make sure calls your agents place say at the start which business is calling and why, and are made only at the hours the law allows; and
• stand behind what your agent tells callers and agrees with them — prices, opening hours, appointments and other promises — as you would if a member of your staff had said it.

We don't give legal advice; if you aren't sure what the law requires of you, ask a lawyer. We may help you follow the rules — for example, a caller's message is recorded only after the caller agrees — but that doesn't make them our responsibility. If a carrier, a regulator or law enforcement asks about a call or text made through your account (such as an industry traceback request), you agree to help us answer quickly.

You must not use the Service, or let anyone else use it, to:

• break any law or anyone's rights, or help anyone else do so;
• make unsolicited or unlawful calls or texts — robocalls, spam, bulk marketing without consent, or calls to numbers that may not be called;
• hide or fake who is calling, impersonate any person or organization (including a government agency), or use a voice that imitates a real person without their permission;
• deceive, defraud or pressure people — for example, scams, phishing or tricking someone into sharing passwords;
• harass, threaten or abuse anyone, or create or spread hateful, violent or sexually explicit material, or anything that sexualizes or endangers children;
• run an emergency, crisis or safety line (such as a suicide hotline, poison control or emergency dispatch), or give advice that only a qualified professional may give;
• make decisions about people that have legal or similarly significant effects — about credit, employment, housing, insurance, education, healthcare or legal services — without meaningful human review;
• collect full payment card numbers or card security codes through an agent;
• direct the Service at children under 13, or knowingly collect their personal information without the consent the law requires;
• probe, scan or test the Service for weaknesses, get around its security or limits, overload or disrupt it, or send malware;
• copy, reverse engineer or resell the Service, access it by automated means other than the ways we offer, or use it to build a competing product; or
• use it in a way that breaks the usage policies of our AI and telecom providers, which we'll share on request.

We may investigate suspected misuse, remove or disable content or features, and suspend accounts as section 15 describes.

The Service is not designed to meet the requirements of HIPAA, and we don't currently sign business associate agreements. If you are a covered entity or business associate under HIPAA, you must not use the Service to create, receive, store or send protected health information unless we have signed a business associate agreement with you. In particular, set up your agents so that they don't ask callers about health conditions, symptoms or treatment.

Only give the Service — and only have your agents collect — the sensitive information you really need, and only where the law allows it.

• What you put in stays yours. You own the information you and your callers provide through the Service — your agents' settings, documents, contacts, call transcripts, messages and the rest (“Your Content”). You give us permission to host, copy, process, transmit and show Your Content only as needed to provide, secure and support the Service, to comply with the law and as our Privacy Policy describes.
• Your rights to it. You confirm that you have the rights and permissions — including from your callers — to give us Your Content and to have your agents collect what they collect.
• As your service provider. For personal information about your callers and contacts, we act as your service provider. We use it only to provide the Service to you and as these Terms and the law allow; we don't sell or share it, use it for our own purposes, or combine it with other information except as the law permits; we tell you if we can no longer meet our obligations under the California Consumer Privacy Act; and we help you respond to people who ask to see or delete their information.
• No training on your calls. We don't use call content to train AI models, and our AI providers don't either.
• Usage information. We may use information about how the Service is used, combined or stripped of anything that identifies you or your callers and without call content, to run and improve it.
• Security. We protect Your Content with reasonable technical and organizational measures, and we'll notify you of a security breach that affects it as the law requires.

AI agents can misunderstand callers, make mistakes and say things that are wrong, incomplete or not what you intended — even when the information you gave them is right. Speech recognition can mishear names, numbers and dates. So:

• test your agents before you put them on your phone line, review the information you give them, and check call history regularly;
• don't rely on an agent alone for anything where a mistake could cause harm, and check important outcomes — bookings, cancellations, messages and transfers — yourself; and
• remember that what an agent says is not professional advice from us, and that you are responsible for what it tells your callers and does for them.

You can connect the Service to other services, such as your calendar (Google, Microsoft, Calendly or Cal.com), automation tools (Make or Zapier), AI tool servers (MCP) and any web address your agents call. When you connect one, you allow us to exchange information with it on your behalf. Those services are governed by their own terms and privacy policies, not ours; we aren't responsible for them, and they may change or stop working with the Service.

We and our licensors own the Service, including its software, AI prompts and templates we provide, designs and the concira.ai name and logo. While these Terms apply and you are paid up, you may use the Service for your business's own purposes. You may copy and change the agent templates we provide for use in the Service. If you send us ideas or feedback, we may use them without any obligation to you. We may name your business as a customer, with its logo, on our website and in our marketing; write to support@concira.ai if you'd rather we didn't.

Each of us will keep the other's non-public business information — such as your account and call data, and our non-public product and pricing information — confidential, use it only for the purposes of these Terms and protect it with reasonable care. This doesn't apply to information that is public through no fault of the receiving party, was already known to it or was developed independently, and either of us may disclose information when the law requires, after notifying the other where the law allows.

• You can stop using the Service at any time and close your account as section 4 describes.
• We may suspend all or part of the Service for you, at once if necessary, if you don't pay, if you break these Terms, if your use creates a risk for callers, the Service, the phone network or us, or if a carrier, regulator or the law requires it. We'll usually tell you why. We may close your account for a serious or repeated breach.
• We may also stop providing the Service to you, or to everyone, for any other reason by giving at least 30 days' notice. In that case we refund the fees you paid for any time after it stops and your unused usage credit.
• When your account is closed, you lose access to it, your phone numbers return to us, and we delete or de-identify Your Content as our Privacy Policy describes. Export anything you want to keep, such as your call history, first. Amounts you owe — including a balance below zero — remain due, and the parts of these Terms that by their nature should continue — such as payment, ownership, disclaimers, limits of liability, indemnity and dispute resolution — continue.

The Service is provided “as is” and “as available”. To the fullest extent the law allows, we disclaim all warranties and conditions, express or implied, including warranties of merchantability, fitness for a particular purpose, title and non-infringement. We don't promise that the Service will be uninterrupted, error-free or secure, that every call will be answered or connected, or that what an agent says or does will be accurate, complete or suitable.

To the fullest extent the law allows: (a) we are not liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, revenue, business, customers or data — including calls that were missed, dropped or handled wrongly — even if told they were possible; and (b) our total liability arising out of or relating to these Terms or the Service is limited to the greater of the fees you paid us for your plan, phone numbers and add-ons in the 6 months before the event that gave rise to the claim, and US $100.

These limits apply even if a remedy fails of its essential purpose. They don't limit liability for our fraud or willful misconduct, or any liability the law doesn't allow to be limited. This section doesn't limit your liability — including for what you owe us and under section 7, section 8 and section 18.

You will defend us and our officers, employees and providers against any claim, demand, fine or proceeding brought by a third party or a regulator that arises from Your Content, the calls, texts and emails made through your account, your use of the Service, or your breach of these Terms or the law — including claims under the TCPA, call-recording and privacy laws — and pay the damages, penalties, settlements and reasonable legal fees that result. We may defend the claim ourselves, with lawyers we choose, at your expense, or ask you to defend it; either way, you may not settle it in a way that admits fault for us or binds us without our written consent.

Please read this section carefully. It affects how disputes between you and us are resolved.

1. Talk to us first. Before starting a claim, the party with the complaint sends the other a written notice describing it and what it wants — you to support@concira.ai, we to your account's email address. If it isn't resolved within 45 days, either party may start arbitration.
2. Binding arbitration. Any dispute, claim or controversy arising out of or relating to these Terms or the Service — including whether it must be arbitrated — will be resolved by final and binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules (including its Expedited Procedures where they apply), before a single arbitrator. The arbitration takes place in Wyoming: any hearing in person is held there, and the arbitrator may hold it by video or decide on written submissions instead. The Federal Arbitration Act governs this section, and judgment on the award may be entered in any court with jurisdiction.
3. You pay for the arbitration. Whichever party starts it, you pay the AAA's filing, administrative and hearing fees and the arbitrator's fees and expenses. Each party pays its own lawyers and costs, except that the arbitrator may order you to pay ours if your claim is frivolous or brought for an improper purpose. If a court or the arbitrator finds that these fees would make arbitration too expensive for you to pursue your claim, we will pay up to US $500 of them for that arbitration, and the rest of this section still applies. The Service is only for businesses; if the AAA nevertheless decides that its Consumer Arbitration Rules apply, the fees are paid as those rules require.
4. Exceptions. Either party may bring an individual claim in a small claims court in Wyoming if it qualifies, and either party may ask a state or federal court in Wyoming for an injunction to stop the misuse of its intellectual property or confidential information or of the Service.
5. No class actions. You and we may bring claims against each other only individually, not as a plaintiff or class member in any class, collective, consolidated or representative proceeding, and the arbitrator may not combine claims of more than one party or award relief to anyone else. You and we each give up the right to a jury trial.
6. Many similar claims. When many similar demands are filed, the AAA's Mass Arbitration Supplementary Rules apply as those rules provide.
7. Opting out. You can opt out of this arbitration agreement by emailing support@concira.ai within 30 days of first accepting these Terms, with your business's name, your account's email address and a statement that you opt out of arbitration. Disputes are then decided only by the state or federal courts in Wyoming, and everything else in these Terms — including the class-action and jury waivers — still applies.
8. If part of this section fails. Only a court, not an arbitrator, may decide whether the class-action waiver is enforceable. If it is found unenforceable for a claim, that claim goes to court and not to arbitration — to the courts in Wyoming. If we change this section, you can reject the change within 30 days by emailing us, and the earlier version keeps applying to you.

These Terms are governed by the laws of the State of Wyoming and applicable US federal law, without regard to conflict-of-law rules; the UN Convention on Contracts for the International Sale of Goods does not apply. Any dispute that isn't arbitrated may be brought only in the state or federal courts located in Wyoming. Both parties submit to their jurisdiction and give up any objection to them, including that they are an inconvenient place to sue.

We may update these Terms. If a change is material, we'll email you or tell you in the app at least 30 days before it takes effect — or sooner where the law requires a change or the change only concerns new features. The date at the top shows when they were last updated. If you don't agree to a change, stop using the Service and cancel before it takes effect; continuing to use the Service afterwards means you accept it. A change never applies to a dispute that one of us notified the other about before it took effect.

• Whole agreement. These Terms, the Privacy Policy and the details shown when you buy something are the whole agreement between us about the Service.
• Transfer. You may not transfer these Terms without our written consent, except to a business that takes over yours. We may transfer them to an affiliate or to a business that takes over ours or the Service.
• Events beyond our control. Neither party is responsible for a delay or failure caused by events beyond its reasonable control, such as outages of the internet, phone networks or our providers, natural disasters, war, terrorism, labor disputes or government action (this doesn't excuse paying what you owe).
• Notices. We send notices to your account's email address or in the app; you send them to support@concira.ai. You agree to receive notices, agreements and other communications from us electronically.
• Export and sanctions. You may not use the Service in a country under US embargo or if you are on a US government list of restricted parties.
• Everything else. If a court or arbitrator finds part of these Terms unenforceable, the rest stays in effect. Not enforcing a part of these Terms is not a waiver. We are independent contractors, and these Terms give no rights to anyone else — including your callers. “Including” means “including without limitation”.

Questions about these Terms? Write to support@concira.ai or use our contact form.

Sonavia Technologies LLC