Terms and Conditions

Welcome to NetVoice. The following Terms and Conditions of Use (hereinafter, the "Terms") constitute a binding contract between you (as a natural person, legal entity or legal representative) and Grupo Netvoice Ltda., a company legally incorporated in Colombia, which governs the use of our website, web platforms, voice APIs, and associated Artificial Intelligence telephone services (collectively, the "Services").

1. Registration and User Account

• Account Creation: To use the NetVoice platform, you must register and maintain an active user account. You agree to provide true, accurate and updated information during the process.
• Credential Security: You are solely responsible for safeguarding the confidentiality of your passwords, API tokens, and login information. Any activity carried out on the platform under your credentials will be the sole responsibility and attribution of your company or account.
• Legal Capacity: You declare that you have sufficient legal capacity in your jurisdiction (and in Colombian territory if applicable) to acquire contractual commitments on behalf of yourself or the organization you represent.

2. Acceptable Use and Restrictions

The user agrees to make lawful and ethical use of NetVoice telecommunications and AI voice services. It is strictly prohibited:

1. Use the service to carry out massive telephone spam campaigns not consented to by the recipients, harassing calls or illegal practices that contravene consumer protection regulations in the recipient's territory.
2. False the identity of the Caller ID (Spoofing) or pretend to be banking, government entities or third parties without the proper explicit authorization verified by NetVoice.
3. Attempt to decompile, reverse engineer, alter, or hack NetVoice's technical, telecommunications, or conversational AI infrastructure.
4. Upload documents or files protected by third-party intellectual property to the platform's knowledge bases without the explicit consent of their legitimate owners.

3. Subscription Plans, Payments and Billing

• Fees: Use of the platform is subject to the fees described on our website or stipulated in specific commercial offers. All plans and consumption of telephone minutes are billed prepaid or postpaid according to the agreed modality.
• Payment Gateways: Recurring payments or credit purchases are made through certified third-party payment gateways. NetVoice does not store your sensitive credit card information internally.
• Default and Suspension: Failure to timely pay subscriptions or balances in arrears will give NetVoice the power to suspend voice and AI services immediately until the balance is regularized.

4. Service Level Agreement (SLA) and Guarantees

• Uptime: NetVoice uses its best efforts to ensure 99.9% annual service availability (Uptime) on its cloud telephony platform and infrastructure.
• Limitation of the AI Model: Although our RAG (Retrieval-Augmented Generation) based systems guarantee an accuracy greater than 95%, the client acknowledges that Artificial Intelligence models may occasionally generate inaccurate responses. The client agrees to monitor and audit the voice agent's knowledge base and prompts.
• Third Party Network Failures: NetVoice will not be responsible for connectivity failures, telephone service drops from local destination operators, or network problems outside of our direct infrastructure.

5. Intellectual Property and Training Data

• NetVoice Ownership: All intellectual property rights, codes, web designs, software, trademarks and AI mathematical models are the exclusive property of Grupo Netvoice Ltda. or its legitimate licensors.
• Client Ownership: The client retains full intellectual property of all documents, databases and information uploaded to its RAG knowledge bases. Customer grants us a limited, internal, royalty-free license solely to process and query that information to enable customer voice agent responses at call time.

6. Limitation of Liability

To the maximum extent permitted by applicable law in Colombia, in no event will NetVoice be liable for any indirect, incidental, punitive or consequential damages (including loss of revenue, profits, data or business interruption) arising out of or in connection with the use of or inability to use the services, even if NetVoice has been advised of the possibility of such damages.

7. Termination and Suspension of Service

We may terminate or suspend your access to the Platform immediately, without prior notice or liability, for any reason that constitutes a breach of these Terms, including but not limited to detected fraud, abusive telephone practices (Spam) or repeated non-payments. You can cancel your subscription at any time through the administration panel or by contacting us by email.

8. Applicable Law and Jurisdiction

These Terms and any dispute related to them will be governed by and construed in accordance with the laws of the Republic of Colombia. Any legal claim or conflict will be submitted to the exclusive jurisdiction of the courts of Bogotá D.C., Colombia, and the parties expressly waive any other forum of convenience.