Terms & Conditions

5.1 AI Voice Agent Services

Essere.ai provides AI-powered inbound voice agent services to its Subscribers, including:

• Call Answering — AI-led inbound call handling on behalf of the Subscriber
• Call Transcription — Automatic transcription of inbound calls
• Call Recording — Recording of inbound calls, subject to the Subscriber's Call Recording Disclosure settings (see Section 9)
• Call Summaries — Automatic post-call summaries available in the Subscriber dashboard
• Calendar Booking — Appointment scheduling through Essere.ai's built-in calendar, with optional synchronisation with third-party calendar services including Google Calendar and Microsoft Outlook
• CRM Updates — Automatic updating of Subscriber records within the Essere.ai built-in CRM dashboard
• Email Summaries — Post-call email summaries delivered to the Subscriber upon configuration
• Live Transfer — Transfer of active calls to the Subscriber upon request or based on configured rules

All plans are subject to Essere.ai's Reasonable Use Policy.

5.2 Third-Party Integrations

Essere.ai may offer integrations with third-party services, including but not limited to Google Calendar, Microsoft Outlook, and third-party AI voice infrastructure providers. Essere.ai is not responsible for the availability, accuracy, or performance of any third-party service and shall not be liable for any loss or disruption arising from third-party service failures.

5.3 Onboarding and Setup Timeline

Essere.ai targets activation of the Subscriber's AI Voice Agent within thirty (30) minutes of the Subscriber completing the onboarding form. This target reflects normal operating conditions and is provided as a guide, not a contractual guarantee.

In the event that a technical error occurs during the onboarding or setup phase that prevents the AI Voice Agent from going live within the target timeframe, Essere.ai shall use its best endeavours to identify, investigate, and resolve the error within forty-eight (48) hours of the issue being identified or reported by the Subscriber, whichever is earlier.

Esse.ai is not liable for any loss, damage, or missed opportunity arising from a delay to the go-live date caused by technical errors during the setup phase, provided Essere.ai uses reasonable endeavours to resolve the issue within the forty-eight (48) hour window stated above. Subscribers experiencing setup issues should contact support@essere.ai immediately so that the team can prioritise resolution.

5.4 Dedicated Phone Number

Each subscription includes the provision of a dedicated inbound phone number assigned exclusively to the Subscriber. The Subscriber shares this number with their clients — all inbound calls to that number are handled by the Subscriber's AI Voice Agent. The Subscriber's existing personal or business phone number is unaffected. Upon cancellation or termination, the assigned number is subject to the reservation and release terms set out in Section 10.3.

Provisioning timelines for phone numbers vary by country. Phone numbers in the United States are typically provisioned automatically within the standard onboarding window. Numbers in jurisdictions requiring additional regulatory verification (including but not limited to identity documents, proof of business address, or local presence) may take additional time to provision, in some cases several business days. Where local regulatory approval is delayed or refused by the upstream carrier or regulator, Essere.ai shall use reasonable endeavours to provide an alternative number or solution but shall not be liable for any delay or inability to provision a number caused by third-party regulatory processes.

5.6 Platform Updates

The Platform is continuously developed and improved. Essere.ai reserves the right to modify, enhance, or discontinue any feature at any time. Where practicable, Subscribers will be notified of material changes in advance.

5.7 Excluded Industries

Essere.ai's services are not intended for use in HIPAA-regulated healthcare environments or in legal proceedings where attorney-client privilege applies. Subscribers operating in such regulated industries are solely responsible for ensuring compliance with applicable regulations. Essere.ai shall bear no liability in connection with such use.

6.1 Service Plans

Essere.ai offers AI Voice Agent service plans on a month-to-month subscription basis. Plan details and current pricing are available at https://essere.ai. Essere.ai is not liable for the content of third-party websites, web pages, or resources, including any erroneous or out-of-date pricing information.

Key definitions:

• “Available Hours” — The hours during which the AI Voice Agent is active, as configured by the Subscriber through their dashboard
• “Inbound Calls” — Calls received by the Subscriber's assigned phone number and handled by the AI Voice Agent. Spam calls, misdials, and unsolicited promotional calls are not counted toward plan usage
• “Overage” — Usage beyond the minute allowance included in the Subscriber's selected plan
• “Per Month” — The calendar month billing cycle beginning on the Subscriber's subscription date

Essere.ai reserves the right to block, restrict, or terminate Services at any time with or without notice.

6.2 Subscriptions

Your subscription begins on the date of your first payment (“Subscription Date”). By subscribing, you agree to pay all fees associated with your selected plan. The monthly subscription fee is automatically charged on the Subscription Date each month and continues until cancelled.

Subscribers may upgrade or change their plan at any time through the Subscriber dashboard or by contacting support@essere.ai.

6.3 Overage Packages

Minute allowances are included in each plan as specified at the time of subscription. Additional minutes beyond the included allowance must be purchased in advance through pre-purchased overage packages available in the Subscriber's dashboard. Essere.ai does not automatically bill overage charges at the end of a billing cycle.

6.4 Payment Failure and Retry

If a scheduled payment fails, Essere.ai will attempt to collect payment as follows:

• Day 0 — Initial payment attempt on the Subscription Date
• Day 1 — First retry
• Day 3 — Final retry

Services remain active throughout the retry window. If payment is not successfully collected following the final retry, the subscription will be terminated and access to the Platform suspended. To reactivate a terminated account, the Subscriber must contact support@essere.ai and settle any outstanding balance.

6.5 Taxes and VAT

All prices displayed on the Essere.ai website and at checkout are exclusive of VAT and any other applicable taxes. The applicable tax amount, if any, will be calculated and displayed at checkout based on the Subscriber's location and tax status.

Subscribers who are VAT-registered businesses may enter their VAT registration number at checkout. Where a valid VAT number is provided by a business located within the European Union, the reverse charge mechanism applies and VAT is not charged by Essere.ai — the Subscriber accounts for VAT in their own jurisdiction in accordance with applicable EU VAT rules.

Where no valid VAT number is provided, any applicable VAT or indirect tax will be added to the subscription fee at the prevailing rate and collected by Essere.ai at checkout. All applicable taxes are the sole responsibility of the Subscriber and shall be paid in addition to the stated subscription fee.

6.6 Billing Disputes

Any dispute regarding a charge must be submitted in writing to support@essere.ai within 30 days of the charge date. Disputes raised after this period will not be considered and the Subscriber waives any right to challenge that charge. Essere.ai will investigate all valid disputes and respond within 14 business days of receipt.

6.7 Discounts, Offers, and Credits

Discounts and promotional offers may be used only once per Subscriber. Unless explicitly stated otherwise, discounts are available to new first-time Subscribers only and may not be combined with other offers. Essere.ai reserves the right to revoke any discount or credit in cases of misuse.

7.1 Remedy Clause

Notwithstanding the above, if a material technical failure directly attributable to Essere.ai prevents the core functionality of the AI Voice Agent from operating as described in Section 5.1, and such failure is reported by the Subscriber within seven (7) days of onboarding completion, Essere.ai will use reasonable endeavours to remedy the failure at no additional cost to the Subscriber. This remedy is limited to technical rectification and does not entitle the Subscriber to a financial refund under any circumstances.

8.1 Information Collected

During onboarding, Essere.ai collects information provided by the Subscriber including business name, industry, operational scope, and AI agent configuration preferences. During operation, the Platform collects caller information, call recordings, transcripts, and CRM data generated through the AI Voice Agent.

8.2 Confidentiality

Essere.ai treats all Subscriber Information with the highest degree of confidentiality. “Subscriber Information” means all data, content, and information collected by Essere.ai in connection with the provision of the Services, including but not limited to business configuration data, call recordings, transcripts, and caller information.

Subscriber Information shall not be disclosed, sold, rented, transferred, or made available to any third party except: (a) to Essere.ai personnel and authorised subprocessors who require access solely and strictly for the purpose of delivering the Services, and who are bound by confidentiality obligations no less protective than those set out herein; (b) as required by applicable law, court order, or regulatory authority; or (c) with the Subscriber's prior written consent.

Essere.ai will not use Subscriber Information for any purpose other than the performance of the Services, except as expressly set out in these Terms. All personnel with access to Subscriber Information are subject to strict confidentiality obligations and are trained accordingly.

8.3 Data Retention

Essere.ai retains Subscriber data for the following periods. Retention periods begin from the date of the relevant event (call date, record creation, or subscription termination, as applicable).

Upon cancellation or termination of a subscription, the Subscriber's account remains intact and all associated data is preserved for 90 days (“Grace Period”). During this period the Subscriber may reactivate their account and retain full access to their data without any new setup process. After the Grace Period expires, all account data is permanently deleted or irreversibly anonymised in accordance with the table above.

Subscribers may request early deletion of their data at any time by contacting support@essere.ai. Requests will be processed within 30 days. Payment and billing records are exempt from early deletion requests and will be retained for the full legally required period regardless of such requests.

8.4 Data Storage and International Transfers

Subscriber data is stored on secure infrastructure located in the United States and/or the European Union. Where personal data is transferred to or processed by service providers located outside the European Economic Area (including in the United States), such transfers are carried out under appropriate safeguards, including Standard Contractual Clauses (SCCs) approved by the European Commission. Essere.ai is developing region-specific data residency options, which will be communicated to Subscribers when available.

8.5 AI Model Improvement

Essere.ai may use anonymised and aggregated call data to improve the performance of its AI models. No personally identifiable information is used for this purpose. Subscribers may opt out at any time by contacting support@essere.ai.

8.6 Security

Essere.ai implements appropriate technical and organisational measures to protect Subscriber data against unauthorised access, loss, or disclosure, including encryption, access controls, and regular security monitoring.

8.7 Security Breach Notification

In the event of a personal data breach, Essere.ai will notify the competent data protection supervisory authority within seventy-two (72) hours of becoming aware of the breach, where required under applicable law. Essere.ai will cooperate fully to investigate the cause, prevent recurrence, and mitigate any harmful effects.

Where a breach is likely to result in a high risk to the rights and freedoms of affected individuals, Essere.ai will also notify the affected Subscriber without undue delay, providing details of the nature of the breach, the categories of data affected, and the measures taken or proposed to address it.

Essere.ai shall not be liable for any loss, damage, or harm suffered by the Subscriber or any third party arising from a data breach, except where such breach results directly from Essere.ai's gross negligence or wilful misconduct.

8.8 Data Processing

In providing the Services, Essere.ai acts as a data processor on behalf of the Subscriber, who acts as the data controller in respect of any personal data relating to callers and third parties. Essere.ai processes such personal data only on the documented instructions of the Subscriber, as set out in these Terms, and for no other purpose. The Subscriber is solely responsible for ensuring a lawful basis exists for the collection and processing of caller personal data, and for compliance with all applicable data protection laws.

Where a caller or third party contacts Essere.ai directly with a data subject request — such as a request to access, rectify, or delete their personal data — Essere.ai will direct that individual to the relevant Subscriber, who as data controller is responsible for handling the request. Essere.ai will cooperate with the Subscriber to fulfil any such request in accordance with applicable data protection law.

8.9 Sub-Processors

By accepting these Terms, the Subscriber grants Essere.ai general written authorisation to engage third-party sub-processors (including providers of voice infrastructure, payment processing, calendar integration, and other services necessary for the delivery of the Platform) to process personal data on Essere.ai's behalf.

Essere.ai will ensure that all sub-processors are bound by data protection obligations no less protective than those set out in these Terms. Essere.ai remains fully liable to the Subscriber for the performance of any sub-processor.

Essere.ai will notify Subscribers of any intended changes to sub-processors — including additions or replacements — giving Subscribers a reasonable opportunity to object before the change takes effect. Objections must be submitted in writing to support@essere.ai.

8.10 Data Protection Impact Assessment Assistance

Where the Subscriber is required to carry out a Data Protection Impact Assessment (DPIA) under GDPR Article 35 in connection with processing activities carried out using the Platform, Essere.ai will provide reasonable assistance to the Subscriber in completing such assessment. Subscribers requiring DPIA assistance should contact support@essere.ai.

8.11 Audit Rights

Subscribers may request information reasonably necessary to demonstrate Essere.ai's compliance with its obligations as a data processor under applicable data protection law. Such requests must be submitted in writing to support@essere.ai. Essere.ai will respond within thirty (30) days of receipt.

Where a Subscriber wishes to conduct — or commission — an audit or inspection of Essere.ai's data processing activities, Essere.ai will cooperate with such audit subject to: (a) reasonable prior written notice of no less than thirty (30) days; (b) agreement on scope, timing, and confidentiality arrangements in advance; and (c) the audit being conducted at the Subscriber's cost. Essere.ai may satisfy this obligation by providing an up-to-date third-party certification or audit report in lieu of a direct inspection.

8.12 California Privacy (CCPA)

Subscribers serving California residents are solely responsible for compliance with the California Consumer Privacy Act (CCPA) in respect of their callers' personal data.

8.13 Subscriber Responsibility for Confidentiality

Essere.ai is not responsible for breaches of confidentiality arising from instructions provided by the Subscriber, acts or omissions of the Subscriber's authorised personnel, or the Subscriber's configuration of integrations with third-party systems.

8.14 Subscriber Data Rights

Subscribers have the following rights in respect of their data held by Essere.ai, exercisable directly from the Subscriber dashboard:

• Right to Data Portability (GDPR Art. 20) — Subscribers may export all their data at any time via Settings → “Download My Data”. This produces a complete export of all calls, leads, and appointments in a machine-readable format.
• Right to Erasure (GDPR Art. 17) — Subscribers may permanently delete individual lead records and call data directly from the dashboard. Deletion is immediate and irreversible. Alternatively, Subscribers may request full account deletion by contacting support@essere.ai, which will be processed within 30 days.

These rights apply to data for which the Subscriber is the data controller. Payment and billing records are exempt from erasure requests and are retained for the legally required period as set out in Section 8.3.

10.1 Cancellation by Subscriber

Subscribers may cancel their subscription at any time through the Subscriber portal. Cancellation takes effect at the end of the current billing period. No refund is issued for any unused portion of the billing period. A cancellation confirmation will be sent to the Subscriber's email address on file.

10.2 Termination by Essere.ai

Essere.ai may suspend or terminate the Services immediately in the following circumstances:

• Non-payment following the retry schedule in Section 6.4
• Subscriber breach of these Terms
• Use of the Services in contravention of any applicable law
• Any other reason at Essere.ai's sole discretion

10.3 Phone Number Reservation

Upon cancellation or termination, the Subscriber's assigned phone number will be reserved for thirty (30) days. During this period, the Subscriber may reactivate their account and retain their number by contacting support@essere.ai. After thirty (30) days, Essere.ai reserves the right to deactivate, archive, or reassign the number at its sole discretion. Essere.ai shall not be liable for any consequences arising from the reassignment of a number following this period.

10.4 Effect of Termination

Upon termination, access to the Platform and all associated Services will be suspended. Subscriber data will be retained and subsequently deleted in accordance with Section 8.3. Provisions of these Terms that by their nature should survive termination shall continue to apply.

16.1 AI-Generated Output

The Subscriber acknowledges and agrees that AI systems, including voice agents, are inherently probabilistic in nature and may generate outputs that are inaccurate, incomplete, misleading, or factually incorrect — a known industry-wide phenomenon commonly referred to as “hallucinations.” This can occur across any AI-generated output produced by our platform, including but not limited to: live voice agent responses during calls, post-call transcripts and summaries, CRM records or notes populated by AI, calendar entries or scheduling suggestions, and any other information conveyed or recorded during AI-assisted interactions.

16.2 No Warranty on AI Output

Essere.ai makes no warranty, express or implied, that any AI-generated output is accurate, complete, current, or fit for any particular purpose. All AI-generated information — including call summaries, CRM entries, and scheduling data — should be independently verified by a qualified human before being acted upon.

16.3 Disclaimer of Liability for AI Errors

Essere.ai expressly disclaims all liability for any loss, damage, financial harm, missed opportunity, or legal consequence arising from reliance on any AI-generated content, including any hallucinated, erroneous, or fabricated information produced by the voice agent or associated AI features. Essere.ai shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages arising from or related to AI hallucinations or AI errors, even if Essere.ai has been advised of the possibility of such damages.

16.4 Subscriber Responsibility

The Subscriber accepts responsibility for independently verifying any information provided by the AI, and agrees not to rely on AI-generated outputs as the sole source of truth, professional advice, or factual information.