Terms of Service

1. The Reframe Service

Reframe provides AI-powered voice and communication tools for businesses, including some or all of the following features:

• Answering inbound phone calls through an AI voice agent.
• Handling frequently asked questions.
• Collecting customer details such as name, phone number, booking preferences, order information, or support requests.
• Booking or requesting reservations, appointments, or callbacks.
• Transcribing, summarizing, and analyzing conversations.
• Routing or escalating conversations to human staff.
• Integrating with third-party tools such as calendars, CRMs, point-of-sale systems, booking tools, messaging platforms, telephony providers, and analytics tools.

Specific features may depend on your subscription plan, configuration, geographic availability, integrations, and third-party service providers.

2. Eligibility and Account Registration

You must be at least 18 years old and legally able to enter into contracts to use Reframe.

You agree to provide accurate account, billing, and business information and to keep that information up to date. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.

You must notify us promptly if you suspect unauthorized access to your account.

3. Customer Responsibilities

You are responsible for how your business uses Reframe, including:

1. Business configuration: You must ensure that your AI agent instructions, business information, pricing, policies, opening hours, availability, menus, service descriptions, and escalation rules are accurate and up to date.
2. Human review: You are responsible for reviewing call summaries, bookings, customer requests, and important AI outputs before relying on them for high-impact decisions.
3. Caller notice and consent: You are responsible for providing any legally required notices and obtaining any legally required consents from callers, customers, employees, or other individuals before recording calls, transcribing conversations, using AI analysis, or processing personal data through Reframe.
4. Legal compliance: You are responsible for complying with all laws that apply to your business, including privacy, data protection, consumer protection, telecommunications, advertising, employment, industry-specific, and call-recording laws.
5. Customer service outcomes: Reframe helps automate communication, but you remain responsible for your products, services, customer commitments, bookings, cancellations, refunds, pricing, and business decisions.

4. AI Output and Limitations

Reframe uses artificial intelligence and automated systems. AI-generated responses, transcripts, summaries, classifications, and recommendations may be incomplete, inaccurate, delayed, or inappropriate in some cases.

You acknowledge that:

• AI outputs are generated automatically and may require human review.
• Reframe does not guarantee that every call will be answered, understood, transcribed correctly, summarized accurately, or routed perfectly.
• Background noise, accents, poor connection quality, caller behavior, third-party outages, or incorrect configuration may affect performance.
• Reframe should not be used as the sole system for emergency services, medical emergencies, safety-critical decisions, legal advice, financial advice, or other high-risk uses.

You are responsible for deciding when human review, fallback handling, or manual intervention is required.

5. Acceptable Use

You agree not to use Reframe to:

• Violate any applicable law or regulation.
• Record, monitor, or process calls without required notice, consent, or legal basis.
• Impersonate another person or mislead callers about whether they are speaking with AI or a human, where disclosure is legally required or reasonably expected.
• Send spam, unlawful marketing, robocalls, fraudulent messages, phishing attempts, or abusive communications.
• Collect sensitive personal data unless your plan, configuration, legal basis, and safeguards support such processing.
• Process children’s data without proper legal authority and safeguards.
• Use the Service for emergency dispatch, crisis response, or life-safety situations.
• Upload malicious code, attempt to compromise Reframe systems, or interfere with the security or availability of the Service.
• Reverse engineer, scrape, copy, resell, sublicense, or misuse the Service except as allowed under these Terms.
• Use Reframe to create, support, or automate unlawful, deceptive, discriminatory, harmful, or abusive activity.

We may suspend or terminate access if we reasonably believe your use violates these Terms, applicable law, third-party provider rules, or creates risk to Reframe, callers, customers, or others.

6. Call Recording, Transcripts, and Conversation Data

Depending on your configuration, Reframe may process call audio, recordings, transcripts, summaries, metadata, phone numbers, names, booking details, and other information provided during conversations (“Conversation Data”).

You control whether certain recording, transcription, or retention features are enabled where the Platform allows such configuration.

You are responsible for ensuring that:

• Callers are informed when calls are recorded, transcribed, monitored, or handled by AI where required.
• You have the necessary consent or other lawful basis to process Conversation Data.
• Your use of Reframe matches your own privacy notice and customer-facing disclosures.
• You do not submit sensitive data unless necessary, lawful, and supported by appropriate safeguards.

We may process Conversation Data to provide, secure, maintain, troubleshoot, and improve the Service, as further described in our Privacy Policy and any Data Processing Agreement entered into with you.

7. Data Protection and Privacy

Our collection and use of personal data is described in our Privacy Policy, which forms part of these Terms by reference.

Where we process personal data on your behalf as a service provider or processor, the parties may enter into a Data Processing Agreement (“DPA”). In that case, the DPA will govern the processing of personal data to the extent required by applicable law.

You represent and warrant that you have all rights, notices, consents, permissions, and legal bases necessary to provide personal data to Reframe and allow Reframe to process it for the purposes of providing the Service.

8. Third-Party Services and Integrations

Reframe may integrate with third-party services, including telephony providers, AI model providers, cloud infrastructure providers, calendars, CRMs, POS systems, booking systems, messaging platforms, analytics tools, and payment providers.

Your use of third-party services may be subject to separate terms, privacy policies, fees, limits, and availability. We are not responsible for third-party services, outages, errors, data handling, or changes outside our control.

You authorize Reframe to access, exchange, and process data with connected third-party services as needed to provide the Service.

9. Telephony, Numbers, and Communication Availability

Voice calls, phone numbers, SIP trunks, carrier services, messaging channels, and related communication services may depend on third-party telecommunications providers.

You acknowledge that:

• Call quality, connection success, caller ID, number availability, emergency calling support, geographic reach, and concurrent call capacity may vary.
• We do not guarantee uninterrupted telecommunications availability.
• You must not use Reframe for unlawful calling, spam, fraud, harassment, or prohibited telemarketing.
• You are responsible for complying with caller consent, opt-out, marketing, and telecommunications requirements applicable to your business.

Unless expressly agreed in writing, Reframe is not a replacement for emergency calling, emergency response, or legally required customer support channels.

10. Fees, Billing, and Payment

You agree to pay all fees associated with your selected plan, order form, usage, overages, telephony, add-ons, implementation, support, or professional services.

Fees may include recurring subscription fees, usage-based charges, per-minute charges, per-call charges, number rental fees, setup fees, integration fees, or other charges described at checkout, in your dashboard, or in an order form.

Unless otherwise stated:

• Fees are billed in advance for subscriptions and in arrears or near real time for usage-based charges.
• Fees are non-refundable except where required by law or expressly stated in writing.
• You authorize us or our payment processor to charge your selected payment method.
• Late payments may result in suspension or termination of the Service.
• Taxes, duties, bank fees, and governmental charges are your responsibility unless stated otherwise.

We may change pricing by providing notice, but changes will not apply retroactively to already-paid subscription periods unless required by law or agreed in writing.

11. Demos, Evaluations, and Service Availability

We may offer demos, evaluations, scoped onboarding programs, or limited-time usage periods. These may be modified, suspended, or discontinued at any time.

Evaluation access is provided “as is,” may contain errors, and may not be covered by support commitments or service-level commitments unless expressly stated in writing.

12. Intellectual Property

Reframe and its software, technology, designs, models, workflows, documentation, branding, and related intellectual property are owned by Reframe or its licensors.

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription term.

You retain all right, title, and interest in the business data, Customer Data, Conversation Data, prompts, configurations, and materials that you provide to Reframe.

You grant Reframe a worldwide, non-exclusive, royalty-free license to host, process, transmit, display, reproduce, and use that content and data only as reasonably necessary to provide, secure, support, maintain, and improve the Service for you, comply with law, and enforce these Terms.

We may create and use aggregated or de-identified information that does not identify you, your business, or an individual to operate, secure, analyze, and improve the Service. We will not attempt to re-identify that information except to test our de-identification safeguards or as required by law.

Unless you give documented instructions or express permission, we will not use Customer Data or Conversation Data to train general-purpose AI models.

13. Feedback

If you provide feedback, ideas, suggestions, feature requests, or improvements, you allow us to use them without restriction or compensation to you. We are not required to treat feedback as confidential.

14. Confidentiality

Each party may receive confidential information from the other party. Confidential information includes non-public business, technical, financial, product, customer, pricing, security, and operational information.

The receiving party must protect confidential information using reasonable care and may use it only for purposes related to these Terms. Confidentiality obligations do not apply to information that is public, already known, independently developed, or lawfully received from a third party without confidentiality obligations.

15. Security

We use commercially reasonable administrative, technical, and organizational safeguards designed to protect the Service and Customer Data.

However, no system is completely secure. You are responsible for securing your own accounts, devices, integrations, credentials, API keys, and employee access.

You must promptly notify us of any suspected unauthorized access, security incident, or misuse involving your account or the Service.

16. Service Changes and Availability

We may update, improve, modify, suspend, or discontinue parts of the Service from time to time. We will try to provide reasonable notice for material changes that significantly reduce core functionality, where practical.

The Service may be unavailable due to maintenance, updates, outages, third-party failures, network problems, carrier issues, force majeure events, or other causes beyond our reasonable control.

17. Suspension and Termination

You may stop using the Service at any time. Subscription cancellation, termination rights, and notice periods may be described in your plan, dashboard, or order form.

We may suspend or terminate your access if:

• You fail to pay fees when due.
• You breach these Terms.
• Your use creates legal, security, operational, reputational, or third-party provider risk.
• We are required to do so by law, court order, regulator, or third-party provider.
• Your account is inactive for an extended period.

Upon termination, your right to use the Service ends. We may delete or export Customer Data according to our data retention policies, Privacy Policy, DPA, or applicable order form.

Sections that by their nature should survive termination will survive, including payment obligations, intellectual property, confidentiality, disclaimers, limitation of liability, indemnity, and dispute resolution.

18. Disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available.” We disclaim all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, availability, and uninterrupted operation.

We do not warrant that the Service will be error-free, secure, uninterrupted, or that AI outputs will be accurate, complete, lawful for your specific use case, or suitable for your business decisions.

19. Limitation of Liability

To the maximum extent permitted by law, Reframe and its affiliates, officers, employees, contractors, suppliers, and licensors will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, lost goodwill, business interruption, or cost of substitute services.

To the maximum extent permitted by law, Reframe’s total aggregate liability for all claims arising out of or relating to the Service or these Terms will not exceed the amounts paid by you to Reframe for the Service giving rise to the claim during the three months before the event giving rise to liability.

Some jurisdictions do not allow certain limitations of liability, so some limitations may not apply to you.

20. Indemnification

You agree to defend, indemnify, and hold harmless Reframe and its affiliates, officers, employees, contractors, suppliers, and licensors from and against any claims, damages, liabilities, losses, costs, and expenses, including reasonable legal fees, arising out of or related to:

• Your use of the Service.
• Your Customer Data or Conversation Data.
• Your products, services, customers, callers, or business operations.
• Your breach of these Terms.
• Your violation of applicable law.
• Your failure to provide legally required notices or obtain legally required consents.
• Your integrations, configurations, prompts, instructions, or business rules.

21. Publicity

Reframe may identify you as a customer or use your company name or logo only with your prior written consent. You may withdraw that consent for future uses by written notice. We will not disclose confidential details about your use of the Service without permission.

22. Governing Law and Dispute Resolution

These Terms and any dispute arising out of or relating to them or the Service are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-law rules.

Unless an order form signed by both parties provides otherwise, the state and federal courts located in the State of Delaware have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service. Each party consents to the personal jurisdiction of those courts and waives objections based on venue or inconvenient forum.

Nothing in this section prevents either party from seeking urgent injunctive or equitable relief in a court of competent jurisdiction or overrides rights that applicable law does not permit a party to waive.

23. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will provide notice by email, dashboard notice, website notice, or another reasonable method.

Changes become effective on the date stated in the updated Terms. Continued use of the Service after changes become effective means you accept the updated Terms.

24. Notices

We may send notices to the email address associated with your account, through the Platform, or by posting on our website.

You may send legal notices to:

Reframe CX, Inc.
Mailing address:
584 Castro St, Suite #4185
San Francisco, CA 94114
Email: legal@reframe.cx

25. Entire Agreement

These Terms, together with any order form, Privacy Policy, DPA, service-specific terms, and documents incorporated by reference, form the entire agreement between you and Reframe regarding the Service and replace any prior agreements or understandings about the Service.

If there is a conflict between these Terms and a signed order form, the order form will control only for that specific order.