Terms of Service
These terms cover AI Frontdesk — an AI-powered phone service we provide. You configure and operate it; we run the underlying technology. You're responsible for using it lawfully, including telling your callers they're speaking with an AI.
1. Scope and order of precedence
These Special Terms govern your use of AI Frontdesk (the "Service"). They apply alongside our General Terms and Conditions. Where there is any conflict, these Special Terms take precedence.
We provide the Service as a reseller. The underlying technical service is delivered by specialist technology partners we engage, as described in Section 6.
2. What the service does
AI Frontdesk enables AI-powered voice interactions in a telephony environment. This includes answering calls, managing dialogue, routing calls, and logging interactions.
We are responsible for making the Service available in line with the agreed specifications. You are independently responsible for how you deploy, configure, and use it.
3. Your obligations and restrictions
Lawful use
You must not use the Service for unlawful purposes. You must comply with all laws and regulations that apply to your business and your use of the Service — including data protection law, telecommunications law, copyright, trademark, and competition law.
Transparency with callers
You must ensure that anyone interacting with AI Frontdesk is clearly informed — before or at the very start of the call — that they are speaking with an AI system, not a human. Where calls are recorded, transcribed, or analysed, you must obtain any required consents or establish a valid legal basis, and meet all applicable transparency obligations.
Prohibited and high-risk uses
You must not use the Service for practices prohibited under the EU AI Act. Use in application areas classified as high-risk AI under the EU AI Act (for example, under Article 6 and Annex III) is not permitted. It is your responsibility to verify that your use case does not fall into a high-risk category; if in doubt, do not use the Service for that purpose.
Intellectual property
You must not use the Service to infringe copyright, related rights, or other third-party intellectual property. You confirm that you hold the necessary rights for all content and data you provide to or through the Service — including scripts, dialogue content, knowledge base materials, and audio.
Data protection
You are the data controller for any personal data processed through your use of the Service. You are responsible for ensuring the lawfulness of that processing, meeting information obligations, respecting data subject rights, and maintaining appropriate data security. Processing of special category personal data is not permitted unless you have a valid legal basis.
Confidentiality and trade secrets
You must respect trade secrets and confidential information belonging to third parties, and only share such information through the Service where you are legally entitled to do so.
Misuse
You must not use the Service in any way that interferes with our systems, networks, or third parties — including circumventing security controls, unlawful monitoring, manipulation, spam, fraud, or identity deception.
Telephony-specific rules
Where national or international rules apply to call recording, call forwarding, number presentation (CLIP/CLIR), emergency call access, marketing calls, double opt-in, or sector-specific requirements, you are solely responsible for complying with those rules.
4. Your responsibility for configuration and connected systems
You are solely responsible for:
- How you configure the Service — including dialogue design, prompts, knowledge bases, workflows, and thresholds
- All content generated or processed through your configuration
- Any third-party systems you connect to the Service, including CRM tools, calendars, ticketing systems, payment systems, and telephony infrastructure — including their selection, integration, configuration, and security
You must ensure that any connected third-party systems are used lawfully, that you comply with their respective licence and usage terms, and that no harmful content or data is introduced through them.
You must monitor how the Service performs in your context, put in place appropriate human oversight and escalation paths (such as handover to a human agent when needed), and maintain suitable quality assurance processes.
5. AI outputs
AI-generated content can sometimes be inaccurate, incomplete, ambiguous, out of context, or outdated. You remain responsible for evaluating and acting on the outputs of the Service.
Purely substantive errors in AI outputs — including so-called "hallucinations" — do not in themselves constitute a technical defect of the Service. Warranty and liability claims relating to technical faults are governed by our General Terms and Conditions. Claims arising from the substantive content of AI outputs are excluded to the extent permitted by applicable law.
6. Technology partners
By using the Service, you agree that we may engage specialist technology partners to deliver it. Those partners may in turn use sub-contractors, provided all legal and contractual requirements are met. Further details are in our Privacy Policy.
7. Compliance and record-keeping
You must carry out appropriate risk assessments for your specific use of the Service, document your compliance with transparency, information, and consent obligations, and retain evidence of that compliance.
On reasonable request, you must be able to demonstrate compliance with the obligations set out in these Special Terms.
8. Suspension, termination and indemnification
We — or our technology partners — may temporarily suspend access to the Service in whole or in part if we reasonably believe it is being used in breach of these terms or applicable law, where necessary to prevent harm. We will notify you where it is possible to do so without compromising any regulatory or legal process.
We may terminate this agreement with immediate effect if you seriously or persistently breach these Special Terms (and, where the breach is capable of remedy, fail to remedy it after notice), or if continued operation becomes impermissible due to legal or regulatory changes.
You agree to indemnify us against any claims, losses, or costs (including reasonable legal costs) brought by third parties as a result of your unlawful or non-contractual use of the Service.
9. Miscellaneous
Changes in law or regulation — particularly the EU AI Act — may require us to update the Service or these Special Terms. We will give you reasonable notice of any material changes, and you will have the rights set out in our General Terms and Conditions in that respect.
If any provision of these Special Terms is found to be invalid, the remaining provisions continue in full force. The invalid provision will be replaced by the valid provision that most closely reflects its intended purpose.
These terms are governed by the laws of Germany. Any disputes arising from or related to these terms are subject to the exclusive jurisdiction of the courts of Montabaur, Germany, unless mandatory consumer protection law in your country of residence requires otherwise.
Contact
Questions about these terms? Email us at support@ai-voicereceptionist.com.