Terms of Service

1. Agreement to These Terms

These Terms of Service (the "Terms") form a binding agreement between Flowkei Line ("Flowkei Line", "we", "us", "our") and the business or individual entering into them ("you", "Customer"). They govern your access to and use of the Flowkei Line website, dashboard, AI phone agents, APIs, and related services (collectively, the "Services").

By creating an account, subscribing, or using the Services, you confirm that you have read, understood, and agreed to these Terms. If you do not agree, you must not use the Services.

2. Our Services

Flowkei Line provides a B2B SaaS AI phone platform. The Services include: AI voice agents that answer and place business calls, call routing, intake capture, transcript and summary generation, voicemail handling, and delivery of conversation data to connected tools (such as CRMs and email).

The Services are general-purpose business communication tools. They are not designed or certified for use in workflows subject to HIPAA, PCI-DSS Level 1, GLBA, FISMA, emergency services (911/999), or any other regulated environment requiring industry-specific compliance.

3. Eligibility & Account

You must be at least 18 years old, legally able to form a binding contract, and acting on behalf of a business. You agree to provide accurate information and to keep your account credentials secure. You are responsible for all activity under your account.

4. Subscriptions, Setup Fees & Payment

4.1 Plans and billing

The Services are sold on a recurring monthly subscription basis. By subscribing, you authorise us (and our payment processor, Stripe) to charge your chosen payment method on a recurring basis at the then-current price until you cancel.

4.2 Setup fee

Some plans include a one-time onboarding/setup fee in addition to the recurring subscription. The setup fee covers AI agent configuration, number provisioning, integration wiring, and initial training of your AI line.

4.3 Taxes and currency

Prices are exclusive of taxes unless stated otherwise. You are responsible for any applicable VAT, sales tax, or similar charges. Payments are made in the currency shown at checkout.

4.4 Failed payments

If a payment fails, we may suspend or terminate the Services until the outstanding balance is paid. We may attempt to retry payment automatically.

4.5 Price changes

We may change subscription pricing with reasonable notice. Changes apply to the next renewal cycle.

5. Cancellation & Refunds

You may cancel your subscription at any time from your account or by emailing support@flowkeiline.com. Cancellation takes effect at the end of the current billing period.

Subscription fees and setup fees are non-refundable except where required by law. If you believe you have been billed in error, contact support within 14 days of the charge.

6. Acceptable Use

You agree not to use the Services to:

• Place or receive emergency calls (e.g., 911, 999, 112).
• Make unsolicited telemarketing, robocalls, or any communications that violate the TCPA, CAN-SPAM, PECR, GDPR, or similar laws.
• Impersonate any person or business, or misrepresent affiliation.
• Harass, threaten, defame, or defraud any caller or recipient.
• Process payment card numbers, health records, government IDs, or other regulated data through the AI agent.
• Reverse engineer, scrape, or attempt to extract the underlying models, prompts, or source code of the Services.
• Resell, white-label, or sublicense the Services without our written consent.
• Interfere with the integrity or performance of the Services, or attempt to gain unauthorised access.
• Violate any applicable law, regulation, or carrier requirement.

We may suspend or terminate accounts that violate this section, without refund.

7. Customer Data

You retain all rights in the data your business and your callers generate through the Services ("Customer Data"). You grant us a limited, worldwide licence to host, process, and transmit Customer Data solely as needed to provide and improve the Services.

You are responsible for: (a) the legality of recording calls in your jurisdiction, including any required notices or consents; (b) the accuracy of the configuration you provide; and (c) the conduct of users you grant access to your account.

8. Third-Party Services & Infrastructure

The Services rely on trusted third-party service providers that support booking, communication, payments, CRM, telephony, AI/voice processing, and cloud hosting. Outages, latency, or changes made by these providers may affect the Services. We are not liable for failures, downtime, data loss, or charges originating from third-party infrastructure outside our reasonable control.

9. Intellectual Property

The Services, including all software, models, prompts, scripts, designs, graphics, and the Flowkei Line name and logos, are owned by us or our licensors. We grant you a non-exclusive, non-transferable, revocable licence to access and use the Services during an active subscription, solely for your internal business purposes.

Feedback you provide may be used by us without obligation or compensation.

10. Privacy

Our handling of personal information is described in our Privacy Notice. By using the Services you acknowledge and accept those practices.

11. AI Output Disclaimer

The Services use artificial intelligence to handle calls and generate responses, transcripts, and summaries. AI output may contain errors, omissions, or unexpected behaviour. You are solely responsible for reviewing AI output before relying on it for material business decisions. Flowkei Line does not warrant the accuracy, completeness, or fitness of AI output for any particular purpose.

12. Term & Termination

These Terms apply for as long as you use the Services. Either party may terminate for material breach if not cured within 14 days of notice. We may suspend or terminate immediately for non-payment, security risk, or violation of Section 6.

On termination, your right to use the Services ends. We may delete Customer Data after a reasonable wind-down period; export any data you wish to keep before cancelling.

13. Disclaimers

EXCEPT AS EXPRESSLY STATED, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR UNINTERRUPTED OPERATION.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, FLOWKEI LINE WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST BUSINESS, OR LOST OR CORRUPTED DATA, EVEN IF ADVISED OF THE POSSIBILITY. OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE FEES YOU PAID US FOR THE SERVICES IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

15. Indemnification

You agree to defend, indemnify, and hold harmless Flowkei Line, its officers, employees, and contractors from any claims, damages, costs, and expenses (including reasonable legal fees) arising from: (a) your use of the Services; (b) your Customer Data; (c) your violation of these Terms; or (d) your violation of any law or third-party right.

16. Chargebacks & Disputes

Before initiating a chargeback with your card provider, please contact us so we can resolve any billing concern directly. Chargebacks filed in bad faith may result in immediate suspension and recovery of fees and associated costs.

17. SMS & A2P Compliance

If you use the Services to send or receive SMS, you are responsible for ensuring compliance with all applicable A2P 10DLC, TCPA, PECR, and carrier rules, including obtaining proper opt-in consent and providing opt-out instructions. We may suspend SMS functionality for accounts flagged by carriers for spam or non-compliance.

18. Modifications

We may revise these Terms from time to time. We will update the "Last updated" date and, where changes are material, provide reasonable notice. Continued use of the Services after changes take effect constitutes acceptance.

19. Governing Law

These Terms are governed by the laws of England and Wales, without regard to its conflict-of-law principles. The courts of England and Wales have exclusive jurisdiction over any dispute, except where mandatory local consumer law provides otherwise.

20. Miscellaneous

These Terms, together with the Privacy Notice and any order form, constitute the entire agreement between you and Flowkei Line regarding the Services. If any provision is held unenforceable, the remaining provisions remain in full effect. Our failure to enforce any right is not a waiver. You may not assign these Terms without our consent; we may assign them as part of a corporate transaction.

21. Contact

Questions about these Terms? Email support@flowkeiline.com.