General Terms and Conditions

1. Definitions

• callnorah.com: the provider of the service, reachable at info@belnoor.nl.
• Customer: the natural person or legal entity that takes out a subscription.
• Service: the AI telephone assistant "Katie", including the portal, integrations and associated functionality.
• Caller: a third party who makes contact by telephone and speaks with Katie.

2. Applicability

These terms apply to any use of the Service. By creating an account or using the Service, the Customer accepts these terms. Any deviating terms of the Customer are expressly rejected.

3. Account and use

• The Customer is responsible for the accuracy of the data provided and the content of the knowledge base.
• Login details are personal; any misuse is at the Customer's risk.
• The Customer will not use the Service for unlawful purposes, spam, harassment or misleading callers.

4. Trial period

New customers can try the Service free of charge and without obligation for 7 days. Unless actively cancelled, the chosen subscription starts automatically after the trial period.

5. Subscription, prices and billing

• Subscriptions are invoiced in advance in EUR, excluding VAT: monthly, or for an annual subscription once a year. An annual subscription costs twelve times the plan's monthly price, with a 10% discount.
• A plan's included volume applies per month, also with an annual subscription.
• Prices are shown on our pricing page. Changes are communicated at least 30 days in advance.
• Calls above the included volume are charged per call at the rate of the Customer's plan, as a separate line on the next invoice. With an annual subscription this is charged monthly, on a separate invoice after the end of that month. A call counts when it lasted at least ten seconds and the caller said something; shorter calls and calls in which the caller said nothing are not charged. The Customer can see the count live in the portal under Usage & costs.
• The Customer can switch on automatic scaling in the portal. If it is on, the Customer moves to a higher plan as soon as that is cheaper, given their number of calls, than paying per extra call, and not before. The Customer receives a notification with the calculation. If it is off, the plan stays unchanged. There is no automatic scaling with an annual subscription.
• In the event of non-payment, callnorah.com may suspend the Service after one reminder and a payment period of 14 days.

6. Cancellation

A monthly subscription can be cancelled monthly, effective at the end of the current month. An annual subscription can be cancelled effective at the end of the current subscription year; if not cancelled, it is renewed for one year on expiry. Cancellation can be done via the portal or by email. After cancellation, data remains available for export for 30 days, after which it is deleted in accordance with our Privacy statement.

7. Availability and SLA

• callnorah.com aims for an uptime of 99.5% on an annual basis, excluding announced maintenance.
• In the event of an outage lasting longer than 4 consecutive hours during office hours, the Customer receives a pro rata credit on the next invoice.
• Planned maintenance windows are announced at least 48 hours in advance, preferably outside office hours.

8. Nature of the Service and AI output

Katie is an AI assistant. Although we strive for accurate and appropriate responses, AI output may contain errors, hallucinations or unexpected behaviour. The Customer is responsible for checking appointments, summaries and information passed on before acting on it legally or financially. The Service is not a substitute for professional medical, legal or financial advice.

9. Intellectual property

All rights to the Service, the Katie character, software, content and branding are vested in callnorah.com. The Customer receives a non-exclusive, non-transferable right of use for the duration of the subscription. Call data, knowledge base and configuration remain the property of the Customer.

10. Processing of personal data

callnorah.com processes personal data in accordance with the Privacy statement, which forms an integral part of these terms and also serves as the data processing agreement for call data.

11. Liability

• The total liability of callnorah.com is limited to the amount the Customer paid to callnorah.com in the 6 months preceding the event causing the damage, up to a maximum of €5,000.
• callnorah.com is not liable for indirect damage, consequential damage, lost profits, missed opportunities or damage resulting from decisions based on AI output.
• These limitations do not apply in the event of intent or gross negligence on the part of callnorah.com.

12. Force majeure

Failures caused by outages at telecom, hosting, AI or payment providers, cyber attacks, or other causes not attributable to us qualify as force majeure and do not entitle the Customer to compensation.

13. Changes

callnorah.com may amend these terms. Material changes are communicated 30 days in advance. If the Customer objects, the Customer may cancel free of charge with effect from the date the change takes effect.

14. Governing law

These terms are governed by Dutch law. Disputes will be submitted to the competent court in the Netherlands.

15. Contact

callnorah.com · info@belnoor.nl