Terms of Service
Last updated: September 10, 2026
These Terms govern your access to and use of the iiinie AI voice agent and related websites and services (the “Services”), provided by iiinie LLC (“iiinie,” “we,” “us”). By using the Services you agree to them. If you use the Services on behalf of an organisation, you confirm you have authority to bind it.
The Services are not a telephone line and cannot place emergency calls. An iiinie agent answers calls to a number you route to it. It cannot dial 911 or any other emergency number, and it will not summon help. Keep a working means of contacting emergency services independent of the Services. See section 5.
1. The Services
iiinie provides an AI agent that handles inbound contact on your behalf: telephone calls, email in mailboxes you connect, and chat on a website where you deploy our widget. Depending on your configuration it may greet callers, answer questions from a knowledge base you supply, book appointments into a calendar you connect, capture caller details, take messages, screen enquiries against criteria you set, transfer calls to a person, and produce recordings, transcripts and summaries.
We may add, change or remove features. Where a change materially reduces functionality you rely on, we will give reasonable notice.
2. Accounts
You must give accurate information, including accurate details about your business that the agent may repeat to callers, and keep your credentials secure. You are responsible for activity under your account and for the configuration you set, including the agent’s script, knowledge base, screening criteria and disclosures. Tell us promptly of any unauthorised use.
3. Mailbox, website and system access
Where you ask us to handle email, you grant us access to the mailboxes you designate, for the sole purpose of providing the Services. You confirm that you have the authority to grant that access and to permit an automated agent to read and send mail from those addresses, including any consent your own staff or clients are owed. You may withdraw the access at any time, which will stop the email service.
Where you deploy our chat widget on a website you operate, you are responsible for your own notices to visitors, including any cookie or privacy disclosure your jurisdiction requires, and for not placing it on a page where it would collect information you have told us the agent must not handle.
Where you connect iiinie to another system, you grant access only to what you choose, you confirm you are entitled to grant it, and you accept that anything the agent writes into that system is written on your instruction. Connections are read-only unless you enable writing. We are not responsible for the availability or accuracy of a system you connect, and where it is unavailable the agent will fall back to taking a message.
4. Telephone numbers
We may provision a telephone number for you, or you may route an existing number to the Services. Numbers we provision are supplied through our telephony providers and are subject to their terms and to applicable numbering rules. You do not own a number we provision, but you may request to port it out where porting is permitted; we will not unreasonably withhold cooperation.
If your account is terminated or suspended for non-payment, a provisioned number may be released and cannot necessarily be recovered. Number availability, area codes and porting timelines are outside our control.
5. Recording, consent and monitoring
Recording and transcribing telephone calls is regulated, and requirements vary. Some US states require the consent of all parties to a call; others require one. Other countries impose separate requirements.
You are responsible for the lawfulness of recording on your line. That includes ensuring callers receive an adequate disclosure before recording begins, obtaining consent where consent is required, and honouring objections. We give you a configurable spoken disclosure and the ability to switch recording off, but you decide how to configure them, and we cannot determine where your callers are or whether your configuration is lawful for them.
You also agree that any outbound calling or messaging you carry out using data captured by the Services complies with applicable law, including the Telephone Consumer Protection Act and analogous rules, and with do-not-call obligations. The Services are designed to answer inbound calls; you must not use them to place unsolicited outbound calls.
6. No emergency calling
The Services do not support calls to 911 or any other emergency or public-safety number, and cannot be used to request emergency assistance. An agent that receives a call describing an emergency may attempt to transfer to a person if you have configured a transfer, but no transfer is guaranteed and none should be relied upon.
You must not represent to callers that the Services can summon emergency help, and you are responsible for ensuring that anyone relying on a line answered by an agent has an alternative means of reaching emergency services.
7. Fees and billing
Plans are billed in advance on a monthly or annual basis, as selected at purchase. Each plan includes stated allowances of talk-minutes, messages and actions. A message is one inbound email or chat message the agent handled. An action is a step the agent takes beyond the conversation itself, such as booking into a calendar, writing a record, or looking something up in a system you have connected. Allowances reset at the start of each billing month, do not carry over, and are pooled across the numbers and mailboxes on your account.
- Overage. Usage beyond an allowance is billed at the flat rates stated at purchase.
- Prepaid credit. You may add credit to your account in advance. Credit is drawn down at the same rates before any overage is billed, carries over between billing periods and across plan changes, and is not refundable in cash.
- Spend cap. You may set a monthly cap on billable overage. Where you do, we will stop accruing billable overage once it is reached. Reaching the cap will not by itself cause us to stop answering your calls, email or chat; we will contact you to agree how to proceed. Prepaid credit is already paid for and does not count against the cap.
- Setup. A one-time setup fee applies as stated at purchase, and is waived on annual plans. Setup covers building and launching your agent as described at the point of sale.
- Custom integrations. Connecting an existing CRM, ERP, EMR or similar system is not included in setup. It is scoped and quoted separately as an additional one-time cost.
- Additional numbers are billed at the per-number monthly rate stated at purchase.
- Annual plans are billed once for twelve months at the discounted rate. Annual fees are not refundable in part on cancellation, except where required by law.
Fees exclude taxes, which we add where required. Payments are non-refundable except as required by law. You authorise recurring charges until you cancel. We may change pricing prospectively on reasonable notice, effective at your next renewal. We may suspend the Services for non-payment after notice.
8. Acceptable use
You will not use the Services to break the law or infringe anyone’s rights; to deceive callers about matters that would mislead them to their detriment; to handle calls for activity you are not licensed to conduct; to attempt unauthorised access; to interfere with the integrity or performance of the Services; or to reverse-engineer them except to the extent that restriction is unenforceable.
You will not configure an agent to claim it is a human being if asked directly whether it is an AI, or to impersonate a specific real individual.
Where you deploy the chat widget, you will not place it on a page whose visitors you are not entitled to correspond with, and you will not use it to collect categories of information you have told us the agent must not handle. We apply rate limits and automated abuse controls to public chat endpoints, and may suspend a chat widget without notice where it is being abused, attacked, or used in a way that threatens the Services for other customers. Suspending chat in those circumstances does not affect your telephone or email service.
9. Limits of an AI agent
The Services use automated speech recognition and generative AI. They can mishear, misunderstand, or state something inaccurate, and they may fail to answer a call during an outage or a telephony fault. Output is generated automatically and is not reviewed by us before a caller hears it.
You are responsible for reviewing the knowledge base you supply, for setting appropriate guardrails and transfer rules, and for checking bookings, messages and lead records the agent produces before relying on them. Do not use the Services as the sole channel for anything time-critical or safety-related.
10. Your content and conversation data
You retain ownership of the content you supply and of the call records generated for your account. You grant us a limited licence to host, process and transmit that content to provide the Services and to comply with law.
We process call content as your processor, as described in our Privacy Policy. You are the controller of that content and are responsible for having the rights and consents needed for us to process it, including in respect of callers. We do not use your call audio, transcripts or caller information to train general-purpose AI models.
On termination you may export your call records for 30 days, after which we may delete them in the ordinary course.
11. Third-party services
The Services rely on third-party providers for telephony, speech processing and hosting, and integrate with platforms you connect such as calendars and CRMs. Your use of a connected platform is governed by its own terms. When you connect an account you authorise us to access it solely to provide the features you enable. We are not responsible for third-party services or for charges you incur directly with them.
12. Intellectual property
The Services, including all software, models, designs and trade marks, are owned by iiinie and its licensors. These Terms grant you no rights in them beyond the limited right to use the Services as permitted here.
13. Disclaimers
The Services are provided “as is” and “as available” without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Services will be uninterrupted, error-free or secure, that every call will be answered, or that AI output will be accurate or suitable for your purposes.
14. Limitation of liability
To the maximum extent permitted by law, iiinie will not be liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenues, business or data, including any arising from a missed, dropped or mishandled call. Our total liability for any claim relating to the Services will not exceed the amounts you paid us in the twelve months before the claim.
Some jurisdictions do not allow certain exclusions, in which case they apply only to the extent permitted.
15. Indemnification
You will indemnify and hold iiinie harmless from claims, damages and expenses arising out of your use of the Services, your content and configuration, your calls and callers, or your breach of these Terms or of applicable law — including any claim that recording or transcribing a call on your line was unlawful.
16. Termination
You may cancel at any time, effective at the end of your current billing period. We may suspend or terminate access if you breach these Terms, if required by a provider or by law, or to protect the Services or others. On termination your right to use the Services ends, provisioned numbers may be released, and provisions that by their nature should survive will survive.
17. Governing law
These Terms are governed by the laws of the State of New York, without regard to its conflict-of-laws rules. The state and federal courts in New York have exclusive jurisdiction over any dispute arising out of or relating to these Terms, and you consent to their jurisdiction and venue.
18. Changes
We may update these Terms. We will post the updated version here and revise the date above. Continued use after changes take effect constitutes acceptance.
19. Contact
Questions about these Terms can be sent to legal@iiinie.ai, or by post to iiinie LLC, Attn: Legal.