Terms of Service

1. Who this is between

These terms are between you, the business that signs up, and 3-102-878347 Sociedad de Responsabilidad Limitada (company ID 3-102-878347), trading as Palancasur, of Residencia Puruses, Casa 58, Granadilla, Curridabat, San Jose, 11802, Costa Rica. "We", "us" and "our" mean that company. "You" and "your" mean the business, not the individual who happens to be signed in.

2. What the service does

The service answers phone calls for your business. You forward calls from your business line to a phone number we give you, and when a call reaches that number it is answered by an automated voice agent named Cael. Cael is software. It is not a person and it does not tell callers it is one.

At the start of every call, before anything else is said, Cael identifies itself to the caller as your business's AI assistant. Cael then holds a spoken conversation with the caller, takes down what they need, and where your settings allow it, books a job or an appointment. Each call is transcribed as it happens, and the transcript and any booking are shown to you in your dashboard. Details of a call may also be sent to you by email.

The service answers calls. It does not place calls, it does not call anyone back, and it does not send text messages to your callers. Text messaging is not part of the service while it is not offered, and it will not be switched on for your account without new terms that you accept separately.

3. Your account

One person accepts these terms on behalf of your business. By accepting, that person confirms they are authorised to bind the business. We record who accepted, which version they accepted, when, and the network address and browser the acceptance came from. That record is kept as evidence that the agreement was made.

You are responsible for everything done through your account, for keeping your sign-in email secure, and for telling us promptly if you believe someone else has access.

4. Calls, consent and the law where your callers are

The service answers calls that you choose to forward to it. You must only forward a line that belongs to your business, and only calls from people trying to reach your business.

Laws on recording, transcribing and monitoring phone calls differ between states and countries, and some require the consent of every person on the call. You are responsible for complying with the laws that apply to your business and to your callers, including any requirement to tell callers that the call is answered by an automated assistant, transcribed or recorded, and to obtain their consent where the law requires it. Cael's opening disclosure is designed to help you meet those requirements. It is not legal advice and it is not a guarantee that it satisfies every law that applies to you.

5. Fees, early access and cancelling

Price. The service costs $79 for each 30-day billing period. Each period includes 250 answered calls. Each answered call above 250 in a period costs $0.35. The price that applies to your account is shown in your billing settings before you are charged.

Early access. While early access lasts, the service is free. We will email you before that changes, and nothing is charged until you have added a payment method.

Who takes payment. Payments are processed by Polar Software, Inc., which acts as the merchant of record and sells the service to you on our behalf. Polar's checkout terms govern the payment itself, including taxes, receipts and the payment method you use.

Cancelling. You may cancel at any time in Settings. Cancelling stops the next period from being charged. A period that has already started is not refunded, and the service continues until that period ends.

6. Acceptable use

You may not use the service for anything unlawful, to deceive callers about who they are speaking to, or to collect information from callers that you have no lawful reason to collect. You may not attempt to make Cael deny that it is an automated assistant, or to remove or shorten its opening disclosure.

You may not resell the service, use it on behalf of another business without telling us, or forward to it a phone line you do not control.

7. Suspension

We may suspend the service to your account without notice if we reasonably believe it is being used in breach of section 4 or section 6, if a carrier or regulator requires it, or if there is an unresolved security or fraud concern. We will tell you why as soon as we reasonably can, and we will restore the service when the reason no longer applies.

8. Ending the agreement

You may stop using the service at any time, as set out in section 5. We may end this agreement on thirty days notice, or immediately in the circumstances in section 7.

What happens to your data afterwards is set out in the Privacy Policy and, for your callers' personal data, in the Data Processing Agreement.

9. The automated agent, honestly described

Cael listens with speech recognition, decides what to say with a large language model, and speaks with synthesised speech. It is good at the conversation it is built for and it is not perfect. It can mishear a caller, take down a detail wrongly, offer a time that turns out not to suit, or end a call that a person would have handled differently.

The service is built so that the failure modes are the safe ones: Cael tells the caller it is an AI assistant, it passes the call details to you rather than guessing when it is unsure, and it stops rather than looping. You remain responsible for what your business promises your customers. Check what Cael recorded before you act on it, and do not use the service where a wrong or missed answer would cause harm that cannot be undone. The service is not an emergency line.

10. Availability

We aim to keep the service running continuously and we do not promise that it will be. There is no service level commitment in this version of these terms. If the service is unavailable, a forwarded call may not be answered.

11. Warranties and liability

The service is provided as it is. To the extent the law allows, we exclude implied warranties of merchantability and fitness for a particular purpose.

To the extent the law allows, we are not liable for lost profits, lost business, lost goodwill, or indirect or consequential loss. Our total liability arising out of or in connection with this agreement in any twelve month period is limited to the amount you paid for the service in that period.

Nothing in this section limits liability that cannot lawfully be limited.

12. Indemnity

You will indemnify us against claims, fines and reasonable costs arising from your breach of section 4 or section 6, or from the instructions and business information you configure the service with.

13. Changes to these terms

We publish these terms with a version number. A new version that changes what you agreed to carries a new major version, and you will be asked to accept it before you can continue to use the parts of the service that depend on acceptance. A correction that adds no obligation carries a new minor version and does not interrupt you.

Every version we have ever published is retained, along with a hash of its exact text, so the version you accepted can be produced later exactly as you saw it.

14. Governing law

This agreement is governed by the laws of Costa Rica, and the courts of San Jose, Costa Rica have exclusive jurisdiction.

15. Contact

3-102-878347 Sociedad de Responsabilidad Limitada, Residencia Puruses, Casa 58, Granadilla, Curridabat, San Jose, 11802, Costa Rica. Email info@palancasur.com.