Terms of Service

HelloAnswer (helloanswer.ai) is a white-label platform that lets agencies build, manage and resell voice AI agents. The platform is operated by Vozi, an Australian company. In these terms, "we", "us" and "our" mean Vozi, and "you" means the person or business that creates an account.

By creating an account or using HelloAnswer, you agree to these Terms of Service, our Privacy Policy and our Cookie Policy. Together they form the whole agreement between you and us and replace anything we may have agreed before. If you do not agree, please do not use the platform.

HelloAnswer provides a dashboard for creating and managing voice AI agents, phone numbers, call logs, analytics and client sub-accounts, delivered under your own branding and domain. Voice agents run on RetellAI, a third-party voice AI provider, using the RetellAI account and API key that you connect.

We are a management layer on top of your RetellAI account. Usage charges for calls, agents and phone numbers are billed by RetellAI (and any telephony provider you use) under your agreement with them, separately from anything you pay us.

You must provide accurate information when you sign up and keep it up to date. You are responsible for keeping your login credentials confidential and for everything that happens under your account. Tell us straight away at hello@helloanswer.ai if you think your account has been compromised.

You must be at least 18 years old and able to enter a binding contract to use HelloAnswer. If you sign up on behalf of a business, you confirm you have authority to bind that business to these terms.

To use the platform you connect your own RetellAI API key. We store it encrypted at rest and use it only to operate the features you ask for, such as creating agents, provisioning numbers and retrieving call data. We never expose your key in the browser and we never share it with anyone else.

Your use of RetellAI remains subject to RetellAI's own terms. You are responsible for the standing of your RetellAI account, including its billing. If RetellAI suspends or limits your account, parts of HelloAnswer will stop working for you, and that is not a fault in our service.

You can create sub-accounts for your own clients and give them scoped access to agents, numbers and call history under your branding. For your clients, you are the service provider. That means you are responsible for:

• your own terms, pricing and support arrangements with your clients
• having the right to upload and use any branding, logos and content you add to the platform
• making sure the data your clients and their callers provide is collected and handled lawfully

We process your clients' data on your behalf to run the platform, as described in our Privacy Policy.

You agree not to use HelloAnswer to:

• break any law or regulation, or help anyone else do so
• make unlawful robocalls, spam calls or telemarketing calls. You are responsible for complying with the calling, telemarketing and do-not-call rules that apply where you and your callers are, such as the Spam Act and Do Not Call Register Act in Australia or the TCPA in the United States
• record calls without the consents required by law. Call recording and transcription rules differ by region, and it is your job to meet them for your agents and your clients' agents
• impersonate a person or organisation, or deceive callers about who or what they are speaking with where disclosure is required
• probe, scan or test the platform for vulnerabilities, or try to access accounts and data that are not yours
• resell or provide the platform to third parties other than through the client sub-account features we provide

We may suspend or terminate accounts that breach this section, immediately where the breach is serious.

We will always show you our pricing before you commit to a paid plan. Where we make a significant change to pricing or to a paid feature you rely on, we will give you at least 7 to 14 days notice by email before it takes effect. RetellAI usage costs are separate and are billed to you by RetellAI directly.

You keep ownership of everything you bring to the platform: your branding, prompts, agent configurations, knowledge base content and call data. You give us a licence to host, process and display that content only as needed to run the service for you and your clients.

You can export your data and you can delete your account. We explain what we keep and for how long in the Privacy Policy.

The platform itself, including its software, design and documentation, belongs to us and our licensors. We give you a limited, non-exclusive, non-transferable right to use it while you have an account. You may not copy, modify, reverse engineer or create derivative works from the platform except where the law allows it.

The platform depends on third-party services, including RetellAI for voice AI, the model and voice providers RetellAI uses, telephony carriers, and our hosting and database infrastructure (which is located in the United States). We choose these providers carefully, but they are governed by their own terms and we are not responsible for their acts or outages.

If you connect optional integrations, such as calendar booking or custom webhooks, those integrations are between you and the third-party provider.

We work to keep HelloAnswerfast and available, but we provide it on an "as is" and "as available" basis and do not promise uninterrupted or error-free operation. We may add, change or remove features. If we make a change that materially reduces what you rely on, we will give you reasonable notice by email, normally 7 to 14 days.

Voice AI output is generated automatically and can be wrong. You are responsible for reviewing agent behaviour, testing before going live, and making sure your agents are suitable for your use case. The platform is not designed for emergency calls, and you must not rely on it to contact emergency services.

To the extent the law allows, we exclude all implied warranties. Nothing in these terms excludes rights you have under the Australian Consumer Law or other laws that cannot be excluded.

To the extent the law allows, we are not liable for indirect or consequential loss, loss of profits, loss of data, or loss of business arising from your use of the platform. Where liability cannot be excluded but can be limited, our total liability to you is limited to the amount you paid us for the service in the 12 months before the claim arose, or AUD 100 if you have not paid us anything.

You agree to indemnify us against claims, losses and costs arising from your content, your agents, your dealings with your clients and their callers, or your breach of these terms or of applicable law, except to the extent we caused the issue.

You can stop using HelloAnswer and delete your account at any time. We can suspend or terminate your account if you breach these terms, if we are required to by law, or if we wind down the service, in which case we will give you reasonable notice and a chance to export your data. Sections that by their nature should survive termination, such as ownership, disclaimers, liability and indemnity, do survive.

We may update these terms from time to time. For significant changes we will email the address on your account at least 7 to 14 days before the change takes effect. Continuing to use the platform after a change takes effect means you accept the updated terms.

These terms are governed by the laws of Australia, and you and we submit to the non-exclusive jurisdiction of the Australian courts.

Questions about these terms? Email us at hello@helloanswer.ai and a human will get back to you.