Terms of Service

1. Definitions

In these Terms, capitalized terms have the following meanings:

• "Service" — the Voxilo SaaS platform, including the AI Voice Agent runtime, post-call analytics, post-call transactional SMS dispatcher, the Subscriber app, integrations, and related software, infrastructure, and documentation.
• "Subscriber"(or "Client") — the legal entity that has purchased a Voxilo subscription. The Subscriber is the licensee of the Service and the Data Controller (under GDPR) for caller data processed on its behalf.
• "Authorized User"— an individual employee, contractor, or agent of the Subscriber who has been granted access credentials to the Subscriber's Voxilo account.
• "End User"(or "Caller") — a natural person who places a phone call to a phone number routed to Voxilo on behalf of a Subscriber. End Users are not parties to these Terms; their interaction with the Service is governed by our Privacy Policy and, when applicable, the SMS Program Terms in §13.
• "AI Voice Agent" — the AI-powered voice answering system that handles inbound calls under these Terms.

2. Service Description — AI Voice Agents (with SMS as a supportive channel)

The Voxilo Service is an AI Voice Agent platform that answers business phone calls for local service businesses (HVAC, plumbing, dental, and similar verticals) across the United States.

When an End User calls a phone number routed to Voxilo on behalf of Subscriber, the Service answers with an AI Voice Agent that:

• Discloses its automated nature at the start of every call and, in two-party-consent states, asks for recording consent before any recording starts;
• Qualifies the inquiry, gathers service details, and books an appointment or captures a callback request on Subscriber's behalf;
• When the End User verbally opts in during the call, sends a single post-call transactional SMS (booking confirmation or callback summary) under the Voxilo A2P 10DLC campaign; and
• Transfers the call to a human (Subscriber's designated transfer number) on explicit request or on detection of an out-of-scope, urgent, or sensitive topic.

SMS is provided strictly as a post-call transactional channel that supports the voice interaction — never as marketing, telemarketing, or general outbound messaging. Voxilo provisions the messaging phone numbers and is the registered carrier-level sender of all SMS sent on behalf of Subscriber at the base service tier.

The Service also includes a Subscriber app, latency telemetry, conversation quality scoring, weekly performance summaries, owner briefing emails, and integrations with selected scheduling and CRM systems. Subscribers should refer to their service agreement for the precise list of integrations available at the tier they purchased.

2.1 Limitations of the AI Voice Agent

• The AI is not a licensed professional and does not provide medical, legal, financial, or regulated professional advice.
• The AI does not diagnose conditions, prescribe treatments, give emergency instructions, or accept payment-card or government-identifier information from callers.
• The AI is an inbound voice answering service. Voxilo does not place outbound telemarketing voice calls on Subscriber's behalf.
• Subscribers in regulated industries (healthcare, finance, legal, etc.) remain fully responsible for ensuring the Service meets industry-specific compliance requirements (see §6 and §16).

2.2 Premium tier (roadmap)

A future premium tier will offer Subscribers the ability to send SMS under their own registered brand, from a dedicated or ported phone number, with separate A2P 10DLC campaign registration. The premium tier is not currently available; references to it in these Terms describe planned capability, not present capability.

3. Beta and Preview Features

Voxilo is a pre-launch and early-stage product. From time to time we may make features available to a subset of Subscribers labeled "Beta," "Preview," "Early Access," or similar. Beta features are provided AS IS, without any service-level commitment, may change or be withdrawn at any time, and may capture additional diagnostic data to support development. Subscribers using a Beta feature do so at their own risk and may opt out at any time by contacting info@voxilo.ai.

4. Subscriber Eligibility

To subscribe to the Service, you must:

• Be a legally registered business entity in good standing,
• Hold all required licenses and certifications for your trade and service area,
• Provide accurate and complete business information during onboarding,
• Be authorized to bind your business to these Terms, and
• Be at least 18 years of age.

5. Subscriber Responsibilities

You agree to:

• Provide and maintain accurate business information, including service areas, hours, and pricing.
• Respond to qualified leads in a timely manner.
• Maintain all required business licenses and insurance.
• Comply with all applicable laws in your use of the Service and the leads it generates, including (without limitation) the Telephone Consumer Protection Act ("TCPA"), state recording-consent laws (see §11), state AI-disclosure laws (see §11), and industry-specific rules (e.g., HIPAA for healthcare-adjacent use, which is addressed in §6).
• Not use the Service to contact End Users who have opted out.
• Not forward purchased, scraped, or third-party call lists through the Service.
• Notify us promptly of any changes to your business status, licensing, or contact information.
• Manage your Authorized Users responsibly: each Authorized User must use a unique account, must keep credentials confidential, and must comply with these Terms. You are responsible for the actions of your Authorized Users.

6. HIPAA and Healthcare-Adjacent Use

The base tier of the Service is not HIPAA compliant and does not include a Business Associate Agreement ("BAA"). Subscribers must not use the base Service for any call that may capture Protected Health Information ("PHI"). HIPAA-compliant configuration (including BAA) will be available only in the future premium tier described in §2.2. Until then, healthcare-adjacent Subscribers must either (a) ensure their use of Voxilo never captures PHI, or (b) refrain from using Voxilo.

7. Acceptable Use Policy

In addition to the responsibilities in §5, you agree not to:

• Use the Service to harass, defraud, or deceive End Users.
• Attempt to circumvent Voxilo's compliance engine, opt-out enforcement, or AI-disclosure features.
• Use the Service for any call to a number on a federal or state Do-Not-Call list when you do not have a valid established-business-relationship or other lawful basis.
• Reverse engineer, decompile, or attempt to extract the AI prompts, scoring algorithms, or compliance-engine source code.
• Use the Service to compete with Voxilo or to build a competing product, including by training a competing model on outputs of the Service.
• Use the Service in violation of export-control or sanctions laws.
• Cause unreasonable load on the Service (denial-of-service-like patterns, automated scraping of the Subscriber app, etc.).
• Forward leads or End User personal data to any third party except as needed to fulfill the End User's stated request to your business.

We may suspend or terminate accounts that violate this Acceptable Use Policy. Material violations are grounds for immediate termination under §10.

8. Our Responsibilities

• Uptime.We target 99.5% monthly uptime for the voice answering and post-call SMS dispatch services, excluding (a) scheduled maintenance windows communicated at least 48 hours in advance, (b) outages caused by upstream telephony, SIP, or carrier providers (Twilio, LiveKit) which are subject to those providers' own service-level commitments, and (c) Beta features under §3. Subscribers may verify uptime via the Subscriber app; we do not currently offer service credits for uptime shortfalls. The remedy for sustained unavailability is termination under §10.
• Data security. We implement industry-standard security measures as described in our Privacy Policy, including TLS 1.3 in transit, AES-256 at rest, row-level security on multi-tenant data, and append-only consent and compliance audit logs.
• TCPA + A2P + recording compliance framework. We operate a 10-step compliance check that runs before every outbound SMS — including quiet hours, consent verification, opt-out status, and federal/state DNC list checks. Voice consent capture is recorded with courtroom-grade evidence (timestamp, transcript excerpt, the disclosure spoken, the response, the decision).
• AI disclosure and recording consent. Every voice call begins with an AI-disclosure statement. In two-party-consent states we obtain explicit recording consent before any recording starts. See §11 for more on the regulatory framework.
• Transparent reporting. We provide weekly performance summaries including call volume, booking and callback rates, voice-call quality scores, and latency telemetry.
• Support. We provide email support during business hours (Monday–Friday, 9 AM–6 PM ET) with a target response time of 24 hours.

9. Billing, Payment, Subscription

• Subscription fees. Monthly subscription fees are determined by your selected plan as specified in your individual service agreement. Fees are billed in advance on the 1st of each month.
• Usage-based fees. Voice usage may be billed on a per-minute basis as specified in your service agreement.
• Overages. Usage exceeding plan limits will be billed at the overage rates specified in your service agreement.
• Payment method. All payments are processed via Stripe. You must maintain a valid payment method on file.
• Refunds. Prorated refunds are available within 7 days of any charge. Voxilo One includes a 30-day money-back guarantee for the first paid month. See our full Refund Policy for complete details.
• Late payment. Unpaid balances accrue interest at 1.5% per month (or the maximum rate permitted by law, whichever is lower).
• Taxes. Fees are exclusive of applicable taxes. You are responsible for all taxes associated with your use of the Service.
• Price changes.We will provide at least 60 days' written notice before any price increase takes effect.

10. Term, Auto-Renewal, Cancellation

• Term. Your subscription begins on the date of activation and continues on a month-to-month basis unless otherwise specified in your service agreement.
• Auto-renewal. Your subscription automatically renews each billing period unless cancelled.
• Cancellation by Subscriber. You may cancel at any time through the Voxilo app billing settings (self-serve, no phone call required). Cancellation takes effect at the end of the current billing period. See our full Cancellation Policy for details on data retention, payment failures, and annual-plan cancellation.
• Cancellation by Voxilo. We may suspend or terminate your account immediately for material breach of these Terms, including (without limitation) Acceptable Use Policy violations, non-payment, providing false business information, or use that creates undue regulatory risk for the platform.
• Effect of termination. Upon termination, we will provide a final export of your lead data within 30 days. Conversation transcripts, call recordings, consent-event records, and compliance records are retained per our data retention policy and the obligations described in §12.

11. Voice and SMS Regulatory Framework

Voxilo's Service operates inside a layered regulatory environment. This section identifies the principal regimes, summarizes the platform's posture under each, and clarifies what remains the Subscriber's responsibility.

11.1 TCPA (federal)

The federal Telephone Consumer Protection Act (47 U.S.C. § 227) governs use of artificial-voice and prerecorded calls and most SMS to mobile phones. Voxilo's voice agent is an inboundanswering service: End Users place calls to Subscribers' phone numbers, which means the principal TCPA-outbound-telemarketing rules (prior express written consent, etc.) do not apply to the voice path. For the SMS path, every outbound message is screened by the 10-step compliance engine described in §8, and only post-call transactional confirmations or callback summaries based on End User verbal opt-in are sent.

11.2 Federal Wiretap Act (federal)

The Federal Wiretap Act (18 U.S.C. §§ 2510–2522) permits recording of a call when at least one party consents. The Subscriber business is a party to every Voxilo-handled call and the Voxilo agent records on the Subscriber's instruction. Some states impose stricter "all-party consent" rules; see §11.3.

11.3 State call recording — two-party (all-party) consent states

The following states require all parties to consent to call recording for at least some categories of calls. Voxilo treats them as two-party-consent and obtains explicit recording consent at the start of every call routed in from one of these states' area codes:

California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, Vermont, and Washington.

If consent to recording is declined, the call continues without audio recording; only the text transcript and the call metadata are retained.

11.4 California Invasion of Privacy Act ("CIPA")

California's Invasion of Privacy Act (Cal. Penal Code §§ 631, 632, and 632.7) is a two-party-consent regime that has been the subject of recent class-action litigation involving AI-powered call services. The Voxilo agent operates as a service provider to the Subscriber business and does not act as an undisclosed third-party listener; we disclose the AI agent at the start of every call, obtain explicit recording consent in California, and do not use call audio or transcripts for marketing, advertising, or general-purpose model training. See the Privacy Policy §1.4 for the End User-facing version of this disclosure.

11.5 California Bots Disclosure Law (B&P Code § 17941)

California's bot-disclosure statute requires disclosure when a bot is used to incentivize a sale or transaction with a California resident. The Voxilo agent's start-of-call AI disclosure is intended to satisfy this requirement.

11.6 Colorado Consumer Protections for Artificial Intelligence (SB 24-205)

Colorado's AI law requires that any person doing business in Colorado who deploys an AI system intended to interact with consumers disclose to each consumer that they are interacting with an AI system. The Voxilo agent makes that disclosure at the start of every call. The substantive provisions of SB 24-205 are scheduled to take effect on June 30, 2026.

11.7 Utah Artificial Intelligence Policy Act (SB 149, as amended)

Utah's AI law requires generative-AI disclosure when a consumer asks, and proactive disclosure during a "high-risk" AI interaction (as defined under Utah law). The Voxilo agent makes the proactive disclosure at the start of every call regardless of whether the interaction is "high-risk" under Utah law.

11.8 A2P 10DLC

Voxilo operates a Voxilo-branded A2P 10DLC campaign registered with The Campaign Registry and U.S. mobile carriers for the post-call transactional SMS path. The verbatim SMS Program Terms in §13 are part of that filing; carriers review the rendered web version of these Terms.

11.9 Subscriber-side compliance

The platform's compliance framework is a meaningful baseline, not a complete shield. Subscribers remain responsible for:

• Complying with state-specific recording-consent and call-monitoring laws when their staff or transferred-call-recipients participate in calls routed through Voxilo;
• Complying with state AI-disclosure laws relevant to their industry (especially for any "high-risk" AI interaction under Utah law or "consequential decision" under Colorado law);
• Industry-specific rules such as HIPAA (see §6), Gramm-Leach-Bliley (financial), and FTC Telemarketing Sales Rule for any outreach the Subscriber conducts outside the Service;
• Posting and maintaining their own privacy notices, recording-consent disclosures, and AI-disclosure language on their consumer-facing properties as their counsel advises.

This Section 11 is informational, not legal advice. Subscribers should consult their own counsel.

12. Intellectual Property

• Our IP. The Voxilo platform — including the AI voice agent runtime, conversation orchestration, compliance engine, latency telemetry, scoring algorithms, voice prompt fragments, and software — is and remains the exclusive property of CraftsmenLeads LLC.
• Your data. You retain ownership of your business information and any data you provide to the Service.
• Lead and call-outcome data. Information generated through the Service about End Users who call your business — contact details, service needs, voice conversation summaries, booking and callback outcomes — belongs to you for the purpose of providing services to those End Users. We retain a license to use anonymized and aggregated metrics derived from this data (e.g., average call duration, booking rate, voice quality scores) for operating and improving the Service.
• Recording and consent evidence. Voice call recordings, transcripts, and consent-event records are retained by Voxilo for compliance purposes for the periods specified in the Privacy Policy. We are obligated to retain this evidence even after termination, to the extent required by TCPA, two-party recording-consent laws, and A2P 10DLC carrier obligations. You acknowledge this retention obligation and agree we may continue to hold and produce such evidence in response to valid regulatory or legal process after termination.
• Feedback. Any suggestions or feedback you provide about the Service may be used by us without obligation to you.

13. SMS Program Terms

A2P 10DLC notice.This section is part of Voxilo's A2P 10DLC carrier filing. Wireless carriers review the verbatim text of this section. The phrasing and required disclosures below are kept stable to support that review.

This section governs your interaction with the Voxilo transactional SMS program as an End User. By verbally consenting during a recorded voice call with our AI agent, you agree to these terms.

13.1 Program description

The Voxilo SMS program is an opt-in transactional messaging service operated by Voxilo (CraftsmenLeads LLC, a Wyoming limited liability company doing business as "Voxilo") on behalf of the service businesses (HVAC, plumbing, dental, etc.) that purchase the Voxilo platform. The program sends only two types of post-call transactional messages: booking confirmations and callback summaries.

13.2 Brand and sender

Messages are sent by Voxilo (DBA of CraftsmenLeads LLC) from phone numbers registered and verified under the Voxilo brand with The Campaign Registry and U.S. mobile carriers. The customer business's name appears in every message body so you know which appointment or callback the message refers to, but the carrier-level registered sender is Voxilo.

13.3 Message types you may receive

• Booking confirmation — sent once after a voice call in which you booked an appointment with the agent.
• Callback summary — sent once after a voice call in which you requested a callback rather than booking immediately.
• Carrier-required replies to HELP and STOP keywords.
• Re-subscribe confirmation when you reply START after a previous STOP (see §13.7).

You will not receive marketing, promotional, recurring, or unrelated messages under this program.

13.4 Message frequency

Message frequency varies. Typical volume is zero or one SMS per voice call you place to a Voxilo-powered business — booking confirmation OR callback summary, never both, and never recurring messages outside that scope.

13.5 Message and data rates

Message and data rates may apply based on your mobile carrier plan and the type of message sent. Voxilo does not charge you for SMS messages. Contact your carrier for details on your plan's messaging rates.

13.6 AI-handled voice consent and message generation

The voice call that captured your SMS opt-in is handled by an artificial intelligence agent, not a human operator. The agent discloses its automated nature at the start of every call. The post-call SMS itself is generated from a pre-approved template populated with details you confirmed verbally during the call (appointment time, business name, booking link). You may request human follow-up at any time during the call.

13.7 How to opt out (STOP)

You may opt out of SMS at any time by replying STOP to any message from Voxilo. You will receive one confirmation message and no further messages. Additional opt-out keywords are supported: OPTOUT, CANCEL, END, QUIT, UNSUBSCRIBE, REVOKE, STOPALL. You may also opt out by emailing info@voxilo.ai. To re-subscribe, reply START AND give fresh verbal opt-in on a future voice call.

13.8 How to get help (HELP)

Reply HELP to any message to receive contact and program information. You may also contact info@voxilo.ai.

13.9 Carrier disclaimer

Carriers are not liable for delayed or undelivered messages. Message delivery is subject to mobile carrier terms and coverage.

13.10 Privacy

Use of the SMS program is also governed by our Privacy Policy, which describes how your mobile information is collected, used, and protected. Voxilo does not share mobile information with third parties or affiliates for marketing or promotional purposes.

13.11 Consent is not a condition of service

Consent to receive SMS messages is not a condition of any voice service or appointment booking. If the agent asks "Can I text you the booking link?" and you decline, the booking still proceeds; you simply will not receive the confirmation text.

13.12 Changes to these SMS terms

We may update these SMS terms from time to time. Material changes will be posted at /legal/terms with an updated date. Continued use of the SMS program after an update constitutes acceptance of the revised terms.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• Voxilo shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, lost profits, loss of business, or loss of data.
• Our total aggregate liability for any claims arising out of or related to these Terms or the Service shall not exceed the total fees paid by you to Voxilo in the 12 months preceding the event giving rise to the claim.
• We do not guarantee that the Service will result in any specific number of leads, appointments, or revenue.
• We are not liable for the actions or inactions of End Users who interact with the Service.
• We are not liable for any inaccuracies, errors, or omissions in AI-generated voice responses, summaries, or bookings. Subscriber is responsible for reviewing all AI outputs before acting on them.

15. Indemnification

Subscriber indemnification. You agree to indemnify and hold harmless Voxilo, its officers, directors, and employees from any claims, damages, or expenses arising from: (a) your breach of these Terms or the Acceptable Use Policy in §7, (b) your violation of any law or regulation (including TCPA, state recording-consent laws, state AI-disclosure laws, or industry-specific rules such as HIPAA), (c) your misuse of leads or End User data, or (d) inaccurate business information you provide.

Voxilo indemnification. We agree to indemnify and hold harmless you from any claims, damages, or expenses arising from: (a) our breach of these Terms, (b) our gross negligence or willful misconduct, or (c) our failure to comply with applicable data protection laws in the operation of the Service.

16. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that (a) the Service will be uninterrupted or error-free, (b) the AI will produce accurate or complete responses in all cases, (c) the Service will answer every call, generate a specific number of bookings, or successfully transfer every call requested for human handoff, or (d) the Service will comply with laws specific to your jurisdiction that you have not disclosed to us.

AI-generated voice responses and post-call summaries may contain inaccuracies. Subscribers are responsible for reviewing call transcripts, booking details, and AI conversation summaries before acting on them. Subscribers in regulated industries (healthcare, financial services, legal, etc.) must independently verify that their use of the Service satisfies industry-specific obligations not covered by these Terms — for example, HIPAA compliance is currently out of scope at the base service tier and requires the future premium-tier configuration described in §2.2 and §6.

17. Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the State of Wyoming, without regard to its conflict-of-law provisions. Any dispute arising out of or relating to these Terms shall first be submitted to good-faith mediation. If mediation is unsuccessful, the dispute shall be resolved by binding arbitration under the rules of the American Arbitration Association. Each party shall bear its own costs of arbitration. Arbitration will be conducted remotely via video conference unless both parties agree to an in-person venue.

18. Data Processing Addendum

For Subscribers who require a Data Processing Addendum ("DPA") to comply with GDPR, CCPA, or other data protection regulations, we offer a standard DPA. Voxilo acts as a Data Controller for Subscriber account information and as a Data Processor for End User data processed on the Subscriber's instructions; the Subscriber is the Data Controller for that End User data. Contact info@voxilo.ai to request a copy, or visit our DPA page at voxilo.ai/legal/dpa.

19. General Provisions

• Entire agreement. These Terms, together with the Privacy Policy and any service agreement, constitute the entire agreement between you and Voxilo.
• Severability. If any provision is found unenforceable, the remaining provisions continue in full force.
• Waiver. Failure to enforce any right does not constitute a waiver of that right.
• Assignment. You may not assign these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.
• Force majeure. Neither party is liable for delays or failures due to circumstances beyond reasonable control.
• Notices. Notices to Voxilo must be sent to info@voxilo.ai (with a copy to the physical address below). Notices to Subscriber may be sent to the email address on file for the Subscriber account.
• No third-party beneficiaries. These Terms do not create any rights in any third party.

20. Contact

For questions about these Terms, contact us at:

Voxilo
(operated by CraftsmenLeads LLC, Wyoming)
30 N Gould St, Suite R
Sheridan, WY 82801
Email: info@voxilo.ai
Website: voxilo.ai