Terms of Service

These Terms of Service ("Terms") govern your access to and use of frontivo.io and the Frontivo.io dashboard and AI receptionist service (the "Service"), operated by Frontivo, LLC, a Delaware limited liability company doing business as Frontivo.io ("Frontivo.io," "we," "us"). By creating an account or using the Service, you agree to these Terms.

1. The Service

Frontivo.io provides an AI receptionist that can answer website chat, voice, phone calls, SMS, WhatsApp, social messages, and email for your business, qualify leads, and book appointments using information you provide (business hours, services, pricing, knowledge base, and instructions).

2. Accounts

You must provide accurate information when creating an account and keep your login credentials secure. You are responsible for all activity under your account, including actions taken by team members you invite.

The Service is for business use only. You must be at least 18 and have the authority to accept these Terms for your business; "you" means you and that business.

Where the Service is available. Frontivo.io is not available in, or to people or businesses in, Cuba, Iran, North Korea, Syria, Russia, Belarus, or the Crimea, Donetsk and Luhansk regions of Ukraine, and it may not be used by anyone on a US, UK, EU or UN sanctions list. By creating an account or using the Service, you confirm that you and your business are not located, organized or ordinarily resident in any of those countries or regions, and that neither you, your business nor anyone who owns or controls it is on a US, UK, EU or UN sanctions list. We may refuse, suspend or close an account that doesn't meet this, and we don't call, text or sell phone numbers in those places.

3. Free trial and subscriptions

New accounts start on a 14-day free trial that includes a fixed usage allowance for the whole trial, with no payment details required. Your AI receptionist starts answering your customers once you confirm your email address, and your own phone number is connected only once you subscribe (where offered, a trial may get one temporary test number that takes calls only and is released shortly after the trial ends unless you subscribe). One free trial is available per business and person; we may decline or end a trial that uses a temporary email address or repeats an earlier trial. After the trial ends, your AI receptionist pauses and continued use of the Service, including website chat, requires an active paid subscription. Your account data is kept for 90 days after the trial or a paid plan ends and then deleted; we email the owner at least 14 days before (see our Privacy Policy), and choosing a plan in time keeps everything. Subscriptions are billed in advance on a recurring basis until canceled; fees are described on our pricing page. We email you at least 30 days before a price increase applies to your plan, and you can cancel before it does. Text messages to destinations outside the US and Canada use more of your text allowance, and call minutes on phone numbers in some countries count as more than one minute, based on carrier costs, as described on our pricing page. In some countries a phone number we provide costs more to keep; such a number carries a monthly local-number fee, shown for each country on our countries page. We tell you the amount before setting the number up, and it is billed together with any extra usage. The fee is charged as a full month for each calendar month you have the number for at least 15 days on a paid plan; a shorter part of a month (when the number is set up, or when your plan ends) is free, and it's never split by days. A plan we provide free of charge is never billed, and its usage stops at the plan's allowance. Founding 50 members are the first 50 businesses whose first paid payment (not a complimentary plan, and not a plan offered only as part of a pricing test) is made on or before March 31, 2027, plus businesses that reserved a plan while Founding 50 was open and subscribe to that plan within 30 days of our email saying it is open. They keep their plan price, allowances and extra-usage rates for 24 months from their first payment on that plan; carrier and Meta fees we pass on, and the per-country rules for counting call minutes, can change with 30 days' notice. Canceling stops renewals; the only other charge is one last bill, shortly before the plan ends, for any extra usage and local-number fee not billed yet. Refunds follow our Refund Policy, including a 14-day money-back guarantee on your first payment. A full refund of your current plan payment ends the plan at once. If you dispute a payment with your bank, your plan is paused while the dispute is open, starts again if it is withdrawn or decided in our favor, and ends if it is not.

Phone numbers and WhatsApp connections we provide are held by us (our phone and text messaging service runs on the Twilio account of our affiliated business, FRONTIVO.IO SOFTWARE PUBLISHING SERVICES, Philippines, which acts only on our instructions) and are yours to use while your subscription is active. If your subscription ends (canceled, paused, or unpaid), we keep your number and WhatsApp connection for 30 days so you can come back to the same number, and we email you 7 days and 1 day before they are released. Until then you can ask us to transfer the number to another phone company, and we keep it for up to 30 more days while the transfer goes through. After that they are released and cannot be recovered; if you subscribe again later, you get a new number. Your own existing numbers always stay yours - if WhatsApp runs on your own number, only its connection to Frontivo.io ends.

Frontivo.io is the seller for all orders and handles customer service inquiries and refunds (see our Refund Policy). Payments are processed by our payment processor, Stripe. Charges appear on your card statement as FRONTIVO.IO.

4. Acceptable use

You agree not to use the Service to:

• Send unsolicited, deceptive, or unlawful messages or calls, or violate telemarketing/SMS consent laws.
• Impersonate any person or business, or misrepresent that the AI receptionist is a human when directly asked.
• Upload content you don't have the right to use, or that is unlawful, harmful, or infringing.
• Attempt to reverse-engineer, disrupt, or overload the Service, or bypass rate limits or security controls.
• Use the Service to collect sensitive personal information (health, financial account numbers, government IDs) beyond what is necessary for your stated business purpose, without appropriate safeguards.

You may only call or text people who contacted your business or asked to hear from you. Uploading purchased, rented or scraped contact lists is not allowed. You may not use the Service for telemarketing, robocalls, debt collection, adult services, gambling, cannabis or CBD, firearms, cryptocurrency, or any business on our payment processor's prohibited list.

5. Your content and responsibilities

You are responsible for the accuracy of the business information, knowledge base, and instructions you provide to your AI receptionist, and for how you configure it. You are responsible for obtaining any consents required to send SMS/WhatsApp messages to your customers, and for complying with laws that apply to your business and industry (including any healthcare privacy laws, if applicable to you).

Frontivo.io does not sign HIPAA business associate agreements (BAAs). If you are a HIPAA covered entity or business associate, you must not use the Service to create, receive, maintain or transmit protected health information (PHI), and you are responsible for configuring your AI receptionist so that it does not collect PHI from callers or chatters.

You must have each person's prior express consent before your AI calls them, as required by laws such as the US TCPA, which treats an AI voice as an artificial voice. Your AI must say it is an AI at the start of its calls, and you may not set it up to hide that: in the main call languages the Service adds this line to your greeting automatically, and in any other language your greeting must say it.

To answer them, calls, chats and messages are turned into text and processed by our AI and speech providers (listed on our subprocessors page), even when call recording is off. So every call starts with a short spoken notice: that the call is recorded when recording is on, or otherwise that it is transcribed. You are responsible for telling the visitors of your own website, in your own privacy policy, that your website chat is answered by an AI service that processes what they type.

Call recording is off by default. If you turn it on, a notice plays at the start of each recorded call. You are responsible for following the call-recording and consent laws that apply to you and your callers (some places require everyone on the call to agree before it is recorded).

6. AI limitations

The AI receptionist is designed to answer only from information you configure and to escalate to a human when uncertain, but AI systems can make mistakes. You should review AI behavior periodically and are responsible for correcting or supplementing information as needed. Frontivo.io is not liable for decisions made based on AI responses that were configured incorrectly or left incomplete by you.

7. Third-party services

The Service integrates with third-party providers (telephony, AI models, calendar, payments, social platforms, email). Your use of those integrations is also subject to that provider's own terms, and we are not responsible for their availability or performance.

8. Intellectual property

We own the Service and all related software, trademarks, and content, excluding data you provide. You grant us a license to use your content, including your customers' conversations, solely to provide the Service to you and keep it secure and working. We don't sell it, use it for advertising, or use it to train AI models.

9. Termination

You may cancel your subscription at any time from Plan & Billing in your dashboard. We may suspend or terminate accounts that violate these Terms, fail to pay, or pose a security or legal risk, with notice where practical.

10. Disclaimers and limitation of liability

The Service is provided "as is" and "as available." To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose and non-infringement, and we don't promise that the Service or the AI's answers will be uninterrupted or error-free. To the fullest extent permitted by law, Frontivo.io will not be liable for indirect, incidental, special or consequential damages, or for lost profits, revenue or data, and our total liability for all claims will not exceed the greater of the amount you paid us in the twelve months before the claim arose or US$100.

11. Indemnity

You will defend and indemnify Frontivo, LLC and its affiliates against any third-party claim, fine or cost (including reasonable legal fees) arising from your content and configuration, the people your AI calls, texts or messages, or your breach of these Terms or of any law, including telemarketing, SMS consent, call-recording and privacy laws.

12. Disputes: informal resolution and arbitration

Please read this section carefully. It means that you and Frontivo.io resolve disputes by individual arbitration instead of in court, and that neither side can bring or join a class action.

• Talk to us first. Before starting any claim, the side with the dispute emails a short description of it and the outcome it wants (to us at support@frontivo.io, or to you at your account email), and both sides try in good faith to settle it for 30 days.
• Arbitration. If it isn't settled, any dispute about these Terms or the Service is decided by binding arbitration run by the American Arbitration Association under its Commercial Arbitration Rules, before one arbitrator. Hearings take place by video or phone unless the arbitrator decides otherwise; any in-person hearing is held in Delaware. The arbitrator can award the same individual relief a court could, and judgment on the award can be entered in any court with jurisdiction.
• Individual claims only. Claims are brought only in an individual capacity, not as a plaintiff or class member in any class, collective, consolidated or representative proceeding, and the arbitrator can't combine claims of more than one account holder. If 25 or more similar claims are filed by or with the same law firm or group, they are handled in batches as the AAA's mass-arbitration rules allow.
• Exceptions. Either side may bring an individual claim in small-claims court, and either side may ask a court for an urgent order to stop misuse of its intellectual property, its data or the Service.
• Opting out. You can opt out of this arbitration agreement by emailing support@frontivo.io within 30 days of first accepting these Terms, with your name, account email and a clear statement that you opt out. Disputes are then decided by the courts named in section 13.
• If part of this doesn't apply. If the class-action waiver is found unenforceable for a claim, that claim goes to the courts named in section 13 instead of arbitration, and the rest of this section still applies to every other claim. Where a law doesn't allow a dispute to be arbitrated, section 13 applies to it.

13. Governing law and courts

These Terms are governed by the laws of the State of Delaware, USA, where Frontivo, LLC is organized, without regard to conflict-of-law principles, unless a different governing law is required by applicable consumer protection law. Any dispute that is not arbitrated under section 12 will be decided only by the state or federal courts located in Delaware, and both sides agree to their jurisdiction. To the extent the law allows, both sides give up the right to a jury trial in those courts.

14. Changes to these Terms

We may update these Terms from time to time and show the date of the latest update at the top of this page. We email account owners at least 30 days before a material change takes effect; continuing to use the Service after that means you accept the revised Terms, and you can cancel before then if you don't. A change to section 12 never applies to a dispute we already knew about before the change.

15. Contact

Questions about these Terms can be sent to support@frontivo.io.