Terms and Conditions

1. The Service

The Service has two parts: this marketing website, and the webapp at ivr.solutions/app where you set up and run your phone assistant. In the webapp you configure your greeting, business hours, service area, Phone Tree menu, AI Voice Agent, booking system, and phone number, and you can review calls, messages, and usage.

The Phone Tree is a keypad menu: callers press digits to hear availability, services, or pricing, to book, or to leave a message. The AI Voice Agent answers calls in conversation instead of, or in the middle of, the menu. It can check business hours, services, pricing, and service-area ZIP codes, check live booking availability, send SMS links, take messages, and transfer a caller to a human. If the AI Voice Agent is unavailable, out of minutes, or out of balance, calls fall back to the Phone Tree.

The Service is provided for business use by appointment-based businesses. It is not a telephone carrier, not an emergency service, and not a substitute for a human receptionist, clinician, lawyer, or other professional. See sections 5 and 6.

2. Accounts

You must provide accurate account information, keep your login credentials confidential, and keep your account details up to date. You are responsible for all activity under your account, including activity by staff you give access to.

You must be at least 18 years old, or the age of majority in your jurisdiction, to create an account. If you create an account for a business, you represent that you are authorized to bind that business to these Terms.

We may suspend or terminate access as described in section 12 if you breach these Terms. If your account is suspended for a violation of these Terms, login will be blocked for the suspension period.

3. Plans, billing, and payment

Current plans are listed on the Pricing page. The plans offered for new customers are:

• Free — $0. 100 Phone Tree minutes and 10 outbound SMS per billing cycle, no live AI Voice Agent (Simulated Chat only). You test on a shared number.
• Standard — $50 per month, or $540 per year. 750 Phone Tree minutes, 200 AI Voice Agent minutes, and 200 outbound SMS per billing cycle. Includes a dedicated number.
• AI — $149 per month, or $1,499 per year. 750 Phone Tree minutes, 1,000 AI Voice Agent minutes, and 1,000 outbound SMS per billing cycle. Includes a dedicated number.

Allowances reset each billing cycle and do not roll over. Inbound SMS is not counted. AI minutes past the allowance are charged at $0.20 per minute, metered per second. Phone Tree minutes past 750 are $0.03 per minute on Standard, capped at $30 per month, and $0.02 per minute on AI, capped at $40 per month. Outbound SMS past the pool is $0.03 per message on Standard and $0.02 on AI.

If you are on a grandfathered plan, your existing plan terms continue until you change plan. Once you leave a grandfathered plan, you cannot return to it.

Payments are processed by Stripe. Subscriptions are charged automatically to your saved card. Monthly and yearly billing are available as listed; changing from monthly to yearly resets your billing anchor to the change date, with credit for unused time applied to the annual charge.

Prepaid top-ups. You can add credit in $25 or $50 increments. Top-ups are charged immediately to a card; bank accounts cannot back a top-up. Your prepaid balance never expires. It survives a downgrade to Free and resumes being used after an upgrade. Free-plan top-ups are not available.

Auto-recharge. On paid plans you can turn on auto-recharge. The defaults are: recharge when your balance falls to $20, add $25, with a monthly cap of $150. You can change these settings in the webapp.

Running out. A call is never cut off for balance: usage is drawn after a call closes, so your balance can go slightly negative while finishing a call. The next call is gated by your plan and balance: on Free there is no live AI whatever your balance; on Standard and AI, the AI Voice Agent is available while your allowance remains, then while your balance is above $0, and otherwise the Phone Tree answers. The AI Voice Agent plan itself may be unavailable during a rollout period; if it is, we will tell you in the webapp and you can contact Customer Support at admin@ivr.solutions for the timeline.

Setup. DIY setup is free. Customer Support Setup is available starting at $199 — see Get started.

4. Cancellation, downgrades, and refunds

You can cancel a paid plan in the webapp. Cancellation takes effect at the end of the current billing period: your paid plan stays active until then, and your dedicated number is released only at expiry. A switch back to the paid plan before expiry resumes it. There is no automatic partial refund on cancellation or downgrade, and no credit is given for unused time. Downgrade credits, where Stripe applies them, are applied toward future invoices, never as a cash refund.

Subscription fees are otherwise non-refundable, except where required by applicable law. If you cancel mid-year and believe a partial refund is warranted, contact Customer Support at admin@ivr.solutions and we will consider the request.

Account deletion is separate from plan cancellation: you can request deletion in the webapp. There is a 30-day grace period, during which your account stays usable and you can cancel the deletion. After that, your user account and org membership are removed. Billing, usage, and phone-tree records are business records and are retained as described in section 9.

5. Acceptable use

You must use the Service lawfully, and only for your own business. You must not:

• Use the Service for any unlawful purpose, or to send unlawful, harassing, threatening, deceptive, or spam messages or calls.
• Use the Service to impersonate another person or business, or to mislead callers about who is answering.
• Use the Service for emergency services, or present it as an emergency service. Callers who need emergency help must be told to call their local emergency number.
• Attempt to access another customer’s account or data, probe or disrupt the Service, or use it in a way that harms the Service or other customers.
• Resell, sublicense, or transfer your account or your licence to use the Service, except as permitted in section 8.

You are responsible for the content you put into the Service — your greeting, menu scripts, service and pricing information, AI memory and notes, and website knowledge — and for making sure it is accurate and lawful.

6. The AI Voice Agent

The AI Voice Agent answers in conversation, using the greeting, memory, and notes you configure, your website knowledge, and live booking results. Before it states anything about scheduling, it must check live availability through your booking system; live booking results — not website notices, typical hours, or a temporary closure — determine what it says about appointments. An appointment is not confirmed until the caller completes the registration form.

The AI Voice Agent can make mistakes. It may misunderstand a caller, give an incomplete answer, or act on information that has changed. You are responsible for the instructions, pricing, hours, and service-area information you give it, and for reviewing calls and correcting it. We do not guarantee that the AI Voice Agent will be correct, complete, or available at all times, and we do not guarantee any particular call outcome, booking, or conversion rate.

The AI Voice Agent is not a medical, legal, financial, or other professional adviser, and its answers are not professional advice. If a call goes quiet, the agent will check in, warn, and then end the call after about 90 seconds.

7. Calls, SMS, and caller consent

You are responsible for complying with the laws that apply to calling and texting your callers, including the US Telephone Consumer Protection Act (TCPA) and any equivalent laws where your callers are located. That includes obtaining any consent required before the Service calls or texts a person on your behalf, and honoring opt-outs.

The Service stores call transcripts and call/SMS logs so you can review calls in the webapp. As currently configured, the Service does not store call audio recordings. Voice messages left by callers are relayed to your staff number as SMS text. Pre-recorded greeting audio you upload is stored and played instead of a spoken greeting where you have set that up.

Call recording laws differ by state and country. If you, or a law that applies to you, require a recording notice or caller consent for a call, you are responsible for providing it — for example in your greeting or menu. We do not provide legal advice about recording consent, and you should obtain it from your own counsel if you are unsure.

8. Your content and our licence to you

You keep ownership of the content you put into the Service. You give IVR Solutions a worldwide, non-exclusive, royalty-free, sublicensable, transferable licence to use, reproduce, and distribute that content for the limited purpose of operating and providing the Service, including storing undelivered messages on our servers for up to 30 days.

We give you a limited, revocable, non-exclusive, non-sublicensable, non-transferable licence to use the Service under these Terms. You must not copy, modify, reverse-engineer, or resell the Service, except as permitted by applicable law.

9. Data protection, privacy, and retention

Roles. For the personal data of your callers that you process through the Service — caller phone numbers, call transcripts, messages, and booking information — you are the controller (you decide why and how it is processed), and IVR Solutions is the processor (we process it on your instructions to provide the Service). For your own account data, we are the controller.

What we collect and store. Account and business details, your Phone Tree and AI Voice Agent configuration, business hours and service-area settings, booking configuration (including booking-system credentials you provide, stored in your organization record), call and SMS logs, AI call transcripts and tool calls, usage and billing records, and prepaid balance. This data is stored in our database (MongoDB Atlas) and, for AI calls, in per-call logs that are also stored in our database.

Sub-processors. To provide the Service we use: Plivo (telephony and SMS, which carries the call and speaks Phone Tree prompts); Deepgram (speech-to-text and text-to-speech for the AI Voice Agent, voice aura-2-thalia-en); an AI language-model provider (currently OpenRouter, with a Meta model as an alternative, which receives call transcripts, company memory, website information, and booking context); Stripe (payments); MongoDB Atlas (database); and Backblaze B2 (pre-recorded greeting audio). Your booking system (EasyAppointments or Acuity, or another system integrated for you) also processes booking data under your arrangement with that provider. Sub-processors may change as the Service evolves; we will update this section when they do.

Transfers. Data may be processed in the United States, including by sub-processors based there, even if you or your callers are in the European Union or the United Kingdom. Where EU or UK law requires it, transfers are made under appropriate safeguards, such as standard contractual clauses. If you need a data processing addendum for your records, contact Customer Support at admin@ivr.solutions.

Your rights and your callers’ rights — EU / UK (GDPR). You and your callers have rights under the General Data Protection Regulation, including access, correction, deletion, restriction, portability, and objection, and the right to complain to your local supervisory authority. Caller requests should normally be made to you, as controller; we will help you respond to them as processor, where required by law. You must have a lawful basis for the caller data you process through the Service.

California (CCPA / CPRA). If you are a California resident, you have the right to know what personal information we collect and why, to request deletion, and to correct inaccurate information. We do not sell personal information, and we do not share it for cross-context behavioral advertising. Requests can be made to Customer Support at admin@ivr.solutions; we will verify your identity before responding.

Retention. We keep data for as long as needed to provide the Service, to support you, and to meet billing, tax, and legal obligations. Undelivered messages are stored for up to 30 days. Account deletion has a 30-day grace period, after which your user account and organization membership are removed; billing, usage, and phone-tree records are business records and are retained. Call transcripts and logs are retained as business records for as long as needed for the Service, support, and billing; you can ask us to delete specific records, and we will do so unless we are required to keep them.

Security. We use reasonable administrative, technical, and organizational measures to protect the data we store, including hashed passwords and access controls in the webapp. No system is completely secure, and you are responsible for keeping your login credentials confidential and for the security of the devices and booking systems you connect.

10. Booking integrations

EasyAppointments and Acuity are supported booking systems. Other booking systems can also be integrated — contact Customer Support at admin@ivr.solutions to discuss yours. An integration is sales-discussed custom work unless we have confirmed it as supported for you.

You are responsible for your booking system and for the credentials you give us to connect to it. The AI Voice Agent checks live availability in your booking system; it does not confirm an appointment on its own. An appointment is not confirmed until the caller completes the registration form.

11. Availability and changes to the Service

We aim to keep the Service available, but we do not guarantee uninterrupted availability, and we do not offer a service-level agreement. The Service may be unavailable during maintenance, or because of a third-party provider, network, or other event outside our control.

We may change the Service, including its features, plans, and pricing, on reasonable notice. If we change pricing, the new price will apply from your next billing cycle, and you can cancel before then under section 4 if you do not accept it. We may also change these Terms as described in section 15.

12. Suspension and termination

We may suspend your account if you breach these Terms, if your payment fails, or if we reasonably believe your use of the Service is unlawful or harmful. Suspension blocks login for the suspension period.

You may cancel your plan at any time under section 4, and request account deletion as described there. We may terminate your account on reasonable notice if you materially breach these Terms and do not cure the breach, or immediately if required by law or to protect the Service or other customers. On termination, your licence to use the Service ends, and sections that by their nature should survive — including billing, data protection, liability, and governing law — will survive.

13. Warranties and liability

The Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement, to the extent permitted by applicable law.

To the extent permitted by applicable law, our total liability to you for any claim arising from or relating to the Service is limited to the fees you paid us in the 12 months before the claim arose. We are not liable for indirect, incidental, consequential, or punitive damages, or for loss of profits, revenue, business, or data, even if we were advised of the possibility of such damages. Nothing in these Terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence, or for fraud.

14. Indemnity

You will indemnify and hold harmless IVR Solutions and its owners, employees, and contractors from claims, losses, and expenses (including reasonable legal fees) arising from your use of the Service in breach of these Terms, your content, your instructions to the AI Voice Agent, or your failure to obtain required caller consent.

15. Changes to these Terms, governing law, and contact

We may update these Terms from time to time. We will post the updated Terms on this page and update the “Last updated” date. If a change is material, we will also notify you in the webapp or by email. Continued use of the Service after a change takes effect means you accept the updated Terms.

These Terms are governed by the laws of the State of California, United States, without regard to conflict-of-laws rules. Any dispute arising from or relating to these Terms or the Service will be resolved in the courts located in California, United States.

Customer Support is available at admin@ivr.solutions. For billing, data-protection, and data-processing questions, use the same address. For booking system integrations and setup help, see Get started.

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