Terms of Service

1. About these terms

These terms are an agreement between VoxiNow LLC, 30 N Gould St, STE R, Sheridan, WY 82801, USA ("VoxiScore", "we"), and the organization that uses VoxiScore ("you"). They cover the VoxiScore app, its API and any support we give.

By creating an account, or by using VoxiScore, you agree to these terms. If you sign up for an organization, you confirm that you may accept them on its behalf.

2. Accounts and workspaces

• Each organization has a workspace. The person who creates it is its first admin.
• Admins decide who joins the workspace and what each person can see, and are responsible for how the people they invite use VoxiScore.
• Keep sign-in details secure, and tell us right away if you think someone has used your account without permission.
• Give us accurate details, and keep the billing contact up to date.

3. The service

VoxiScore transcribes the calls you upload or import, and uses AI to score them against the criteria you set. Transcripts, scores and suggestions are produced automatically and can be wrong.

Treat them as help for your reviewers, not as a final judgement. A person should check a call before its score is used in any decision about an employee, such as a warning, a pay change or a dismissal.

4. Your content and recordings

• You own the recordings, transcripts and other content you put in VoxiScore. You give us permission to store and process it only to provide and support the service for you.
• You are responsible for recording calls lawfully: getting any consent the law requires, and telling callers and your agents that calls are recorded and reviewed, including with AI. A workspace admin confirms this in VoxiScore before the first call is uploaded.
• If card numbers may be spoken in your calls, turn on redaction of payment card details in your workspace settings (Redaction).
• We handle personal data in your content as your processor, as described in our privacy policy. The third parties that help us are listed on the subprocessor list. Our Data Processing Agreement is available on request.
• We may use anonymous, aggregated usage data, which identifies neither you nor any person, to run and improve VoxiScore. We do not use your content to train AI models.

5. Acceptable use

You agree not to:

• upload recordings you have no right to record or process, or use VoxiScore for anything unlawful;
• upload calls with patients’ health information, or calls in which card payments are taken by phone, unless we have agreed to it in writing;
• try to get into other workspaces, test our security without our written permission, or get around usage limits;
• copy, resell or reverse engineer VoxiScore, or use it to build a competing product;
• send malware, or load the service in a way that harms other customers.

6. Plans and payments

• Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders, handles payment and invoices, and its buyer terms also apply to your purchase.
• Prices are shown on the billing page in US dollars. Sales tax or VAT is added where it applies.
• Subscriptions renew automatically each monthly, six-month or yearly period until you cancel. When you cancel, the plan stays active until the end of the period you have paid for and then does not renew.
• Upgrades start right away. Downgrades and interval changes start at the end of the current period, as the billing page shows before you confirm.
• Usage beyond a plan’s included minutes is paid from your credit at the rate the billing page shows.
• If a subscription payment fails and isn’t settled within 7 days, your workspace moves to pay as you go.

7. Credits and expiry

• Bought credit, including any bonus credit from a pack, expires 12 months after your latest top-up. Each top-up gives the bought credit you still have the same new date.
• The free signup credit expires 90 days after you sign up. It is given once per organization, and we may withhold or remove it if we see signs of abuse, such as repeated signups.
• A paid plan’s included minutes are for the current billing period. Any not used by the end of it don’t roll over.
• Usage spends the credit that expires first.
• We email your workspace admins 30 and 7 days before credit expires, and the billing page shows when your next credit expires. Credit that expires is not refunded.
• Credit has no cash value and can’t be transferred to another workspace.

8. Refunds

• Top-ups: credit you haven’t used can be refunded within 14 days of buying it. Credit you have already spent can’t.
• Plans: the first payment for a plan can be refunded within 14 days. After that, payments are not refunded, including for part of a period, but you can cancel at any time to stop the next renewal.
• To ask for a refund, write to hello@voxiscore.com from your workspace’s admin address. Refunds go back to the original payment method through Paddle.
• Nothing here limits any right to a refund that the law gives you.

9. Data retention and deletion

• Your admins choose how long call audio is kept, up to the limit of your plan: 30 days on pay as you go, 365 days on Starter and Growth (730 days with the extended retention add-on), and up to 10 years on Business. Audio older than that is deleted automatically.
• If you move to a plan with a shorter limit, we email your admins first and keep audio under the old limit for 14 more days, so you can download what you need.
• Transcripts and scores are kept while your workspace exists.
• You can ask us to close your workspace at any time. We then delete your content, except where the law requires us to keep it, such as billing records.

10. Availability and changes

• We work to keep VoxiScore available and secure, but we don’t promise it will be uninterrupted or error-free unless we agree an SLA with you in writing.
• We may improve or change features. If we remove a feature you pay for, we will tell you in advance.
• We may update these terms. For material changes we email your workspace admins at least 30 days before they take effect. If you keep using VoxiScore after that, the new terms apply.

11. Suspension and termination

• You can stop using VoxiScore and cancel your plan at any time from the billing page.
• We may suspend a workspace that breaks these terms, puts others at risk or leaves payments unpaid. Where we can, we tell you first and give you time to fix it.
• We may end these terms with 30 days’ notice, or right away for a serious breach. If we end them without a breach by you, we refund any prepaid fees and unused bought credit.

12. Disclaimers and liability

• Except as these terms say, VoxiScore is provided “as is”, without warranties of any kind, to the extent the law allows.
• Neither of us is liable to the other for indirect or consequential losses, such as lost profits, revenue or data.
• Each party’s total liability under these terms is limited to the fees you paid us in the 12 months before the event that gave rise to the claim.
• These limits don’t apply where the law doesn’t allow them, such as for fraud or gross negligence.

13. Your responsibility for recordings

If a third party makes a claim against us because you recorded or uploaded calls without the consent or notice the law requires, or because your content infringes their rights, you will cover our reasonable costs of that claim.

14. Governing law and contact

• These terms are governed by the laws of the State of Wyoming, USA. Any dispute goes to the state and federal courts located in Sheridan County, Wyoming, USA.
• Questions about these terms? Write to hello@voxiscore.com.