1. About Twallia

Twallia ("Twallia", "we", "our", "us") is an AI-powered voice receptionist platform that enables small and medium businesses to deploy always-on voice agents that answer calls, book appointments, capture leads, and run outbound campaigns. The service is accessible at twallia.com and the business dashboard at cms.twallia.com.

2. Eligibility & Accounts

You must be at least 18 years old and have the legal authority to enter into a binding contract on behalf of yourself or your business to use Twallia.

• You are responsible for keeping your login credentials secure
• You must provide accurate and current information at registration
• One account per business; you may add team members through the portal
• You are responsible for all activity that occurs under your account
• Notify us immediately at hello@twallia.com if you suspect unauthorised access

3. The Service

Twallia provides the following features depending on your subscription plan:

• AI Voice Agent: An always-on AI receptionist that answers inbound calls, speaks with callers in natural language, and handles common requests
• Appointment Booking: Real-time calendar integration with Google Calendar and Microsoft Outlook to check availability and book appointments during calls
• Outbound Campaigns: Automated outbound calling with a custom AI script and a list of contacts
• Call Transcripts & Summaries: Automatically generated transcripts and AI summaries for every call
• Chat Widget: An embeddable chat agent for your website
• Business Dashboard: Usage analytics, billing management, agent configuration, and call history

Features may vary by subscription plan. We reserve the right to modify, add, or remove features with reasonable notice.

4. Subscriptions & Billing

Twallia offers monthly subscription plans. Current pricing is as follows:

Subscriptions are billed monthly in advance. Overage minutes are billed at the applicable per-minute rate for your plan. All prices are in USD and exclusive of applicable taxes.

• Payment is processed by Stripe. By subscribing, you authorise us to charge your payment method on a recurring monthly basis
• Subscriptions renew automatically unless cancelled before the renewal date
• You may cancel at any time from the Billing page in your dashboard; cancellation takes effect at the end of the current billing period
• We do not offer refunds for partial months or unused included minutes
• We reserve the right to update pricing with 30 days' notice

5. Acceptable Use

You agree to use Twallia only for lawful business purposes. You must not use the service to:

• Make calls to numbers on any applicable Do-Not-Call (DNC) list without prior consent
• Impersonate a human when required by law to disclose the call is automated or AI-assisted
• Harass, threaten, or defraud callers or third parties
• Transmit spam, unsolicited marketing, or illegal content
• Violate any applicable telemarketing, consumer protection, or privacy laws
• Attempt to reverse-engineer, scrape, or probe the platform's infrastructure
• Resell or sublicense access to Twallia without written permission

Violation of this section may result in immediate suspension or termination of your account without refund.

6. AI & Voice Calls — Important Disclosures

The Twallia voice agent is powered by artificial intelligence. You acknowledge and agree that:

• The AI may occasionally produce incorrect, incomplete, or unexpected responses
• You are solely responsible for configuring your agent's script, knowledge base, and behaviour
• You are responsible for ensuring all outbound and inbound call practices comply with laws in your jurisdiction, including call recording disclosure requirements (e.g. TCPA in the US, CASL in Canada, GDPR in the EU)
• Twallia provides a built-in AI disclosure prompt feature — it is your responsibility to enable and customise it appropriately
• Twallia is not liable for any regulatory fines, penalties, or claims arising from your use of the voice service

7. Your Data

You retain ownership of all data you bring to the platform (customer lists, business information, calendar data). By using Twallia, you grant us a limited licence to process that data solely to deliver the service.

Call transcripts and summaries generated by the service are owned by you. We may use anonymised, aggregated usage data to improve the platform.

Refer to our Privacy Policy for full details on how we collect, store, and protect your data.

8. Intellectual Property

All software, designs, trademarks, and content comprising the Twallia platform are owned by Twallia Inc. or its licensors. These Terms do not grant you any ownership rights. You may not copy, modify, or create derivative works of any part of the platform.

9. Uptime & Service Availability

We aim to provide a reliable service but do not guarantee uninterrupted availability. The service is provided "as is" and may be temporarily unavailable due to maintenance, infrastructure issues, or events outside our control. We will communicate planned maintenance in advance where possible.

10. Limitation of Liability

To the fullest extent permitted by law:

• Twallia's total liability to you for any claim arising from these Terms or your use of the service shall not exceed the fees you paid in the 3 months preceding the claim
• We are not liable for any indirect, incidental, consequential, or punitive damages, including lost profits, lost data, or business interruption
• We are not liable for the acts or omissions of third-party providers (Twilio, OpenAI, Google, Stripe, etc.)
• We are not liable for any missed calls, failed bookings, or AI errors that affect your business

11. Indemnification

You agree to indemnify and hold harmless Twallia Inc. and its officers, employees, and partners from any claims, damages, or expenses (including legal fees) arising from your use of the service, your violation of these Terms, or your violation of any applicable law or third-party right.

12. Termination

You may cancel your account at any time from the dashboard. We may suspend or terminate your account immediately if you breach these Terms, engage in fraudulent activity, or fail to pay amounts due.

Upon termination, your access to the service will cease. You may request an export of your call transcripts and data within 30 days of termination; after that period, data may be deleted.

13. Changes to These Terms

We may update these Terms from time to time. We will notify you by email at least 14 days before material changes take effect. Your continued use of the service after the effective date constitutes acceptance. If you do not agree to the revised Terms, you may cancel your account before the effective date.

14. Governing Law

These Terms are governed by the laws of British Columbia, Canada, without regard to conflict of law principles. Any disputes shall be resolved in the courts of British Columbia, and you consent to the exclusive jurisdiction of those courts.

15. Contact

For questions about these Terms, please contact us at hello@twallia.com or write to us at Twallia Inc., Vancouver, British Columbia, Canada.