Terms of Service

These terms govern your business's use of OverflowAH, an AI receptionist that answers your calls, sends texts to your callers and reports calls to you (the "Service"). By paying for or using the Service you agree to them on behalf of your business.

1. Setup and onboarding

The setup fee pays for our team building and testing your receptionist: researching your business, writing its knowledge, configuring your number, hours and transfers. It is charged once, with your first payment, and is earned when setup work begins.

2. Plans, billing and renewal

• Monthly plans are charged in advance each month. Prepaid plans (for example 6 or 12 months) are charged in full, in advance, at the discounted price, and renew for the same length unless cancelled.
• Charges are made automatically to the payment method on file. You authorise these recurring charges until you cancel.
• Each plan includes a number of call minutes per month. Included minutes reset monthly and do not roll over, including on prepaid plans.
• Minutes beyond your plan and any minute packs are billed as overage at your plan's per-minute rate, up to your overage limit (normally $25 per month). When the limit is reached, your line is paused until your next billing month, or until you buy minutes or upgrade.
• Minute packs are one-off purchases. Pack minutes do not expire while your account is active.
• We may change prices with at least 30 days' notice. Changes apply from your next renewal; prepaid periods already paid are not affected.

3. No refunds

All payments, including setup fees, monthly and prepaid plan charges, minute packs and overage, are non-refundable, including if you cancel part-way through a billing period or prepaid term, or do not use the Service. Unused minutes are not refunded or credited.

4. Cancellation

You can cancel at any time by contacting us. Cancellation takes effect at the end of the period you have already paid for, and the Service continues until then. No further charges are made after cancellation, except overage already incurred.

5. Late or failed payments

• If a payment fails we will retry it and let you know. If it remains unpaid, we may suspend your line until the balance is paid.
• If an account stays unpaid for 30 days after suspension, we may permanently release or reassign the phone number we provided, and it may not be recoverable.
• Amounts owed remain payable after suspension or cancellation.

6. Payment disputes

If you think a charge is wrong, contact us first and we will look into it promptly. If a payment is disputed with your bank or card issuer, we may suspend the Service while the dispute is open, and we may share records of your agreement to these terms, your payments and your use of the Service with the payment processor to respond to it.

7. Phone numbers

Phone numbers we provide are leased by us from our telecom providers for your use while your account is active and paid. You are responsible for forwarding your own business line to your OverflowAH number if you choose to.

8. Your responsibilities

• Keep your business information accurate. The receptionist answers using the information you and we provide, and we are not responsible for decisions made on information you supplied.
• AI can make mistakes. The Service is not for emergencies and must not be relied on for medical, legal or safety-critical advice. Callers in an emergency should hang up and call 911.
• You are responsible for complying with laws that apply to your business, including any notices required for recording calls and for texting your callers.
• You must not use the Service for unlawful, abusive or misleading purposes.

9. Caller data

We process call recordings, transcripts and caller details on your behalf to provide the Service, keep them for the retention period of your plan, and do not sell them. Our providers (telephony, voice AI, hosting and payments) process data on our behalf to run the Service.

10. Service availability and liability

We work to keep the Service available but do not guarantee it will be uninterrupted or error-free. To the extent permitted by law, our total liability for any claim relating to the Service is limited to the amounts you paid us in the three months before the claim, and we are not liable for indirect or consequential losses, including lost business or missed calls.

11. Changes to these terms

We may update these terms. We'll tell you about material changes before they take effect; continuing to use the Service after that means you accept them.

12. Contact

Questions about these terms or your bill: reply to any OverflowAH email or contact your OverflowAH representative.