Terms of Service

1. Scope and Subject Matter

1.1 Provider

Good Point Global LLC, 476 Riverside Ave, Ste 4, Jacksonville, FL 32202, USA (for international customers) / Good Point GmbH, Liechtensteinstrasse 63/10, 1090 Vienna, Austria (for DACH customers).

1.2 Subject

The Provider operates under the brand Hanc.AI a cloud-based Software-as-a-Service (SaaS) platform for AI-powered voice agents. The Platform enables businesses to deploy AI-based phone agents for appointment booking, reservation management, lead qualification, customer support, order and delivery inquiries, outbound communication, and information and routing services.

1.3 SaaS Model

The Customer does not acquire possession of or title to the software, but rather a contractual right to use the service in accordance with these Terms.

1.4 B2B Application

These Terms apply exclusively to businesses, commercial entities, and professionals acting in their business capacity. Consumers are excluded.

1.5 Scope

These Terms apply to all current and future business relationships. Deviating terms of the Customer are not accepted.

2. Contract Formation

2.1 Registration

The agreement is formed upon registration on the Platform and acceptance of these Terms. Registration requires complete and accurate business information.

2.2 Enterprise

Enterprise agreements may be formed through individual offer and acceptance. Individual agreement provisions take precedence.

2.3 Offers

Offers are non-binding unless expressly designated as binding. Binding offers valid for 4 weeks.

2.4 Electronic Communication

The Customer consents to electronic communication. Messages deemed received when sent to the email on file.

3. Scope of Services

3.1 Core Services

The Platform provides: (a) AI Voice Agent Platform with up to 24 specialized agent roles (customer-facing and employee-facing), (b) 7 standardized interaction patterns, (c) SIP/PSTN inbound and outbound telephony, (d) embeddable WebRTC voice widget, (e) administration and analytics dashboard, and (f) language support for up to 25 languages.

3.2 Third-Party Services

The Platform utilizes third-party services including Azure, LiveKit, Twilio, ElevenLabs, PostHog, HubSpot, Brevo, and Stripe.

3.3 Service Modifications

The Provider reserves the right to modify services with 30 days' notice, provided the modification does not materially reduce the core functionality.

4. Customer Obligations

4.1 Lawful Use

The Customer shall use the Platform exclusively for lawful business purposes and in compliance with all applicable laws.

4.2 Account Security

The Customer is responsible for maintaining the confidentiality of account credentials.

4.3 Accurate Information

The Customer shall provide accurate and current business information.

4.4 Caller Notification

The Customer is responsible for ensuring callers are informed they are interacting with an AI system, in accordance with applicable law (including EU AI Act Art. 50).

4.5 Prohibited Uses

The following are prohibited: spam calls, illegal content, circumventing rate limits, reverse engineering, and resale without an Agency plan.

5. Pricing and Credit Model

5.1 Credit Model

100% of the monthly subscription fee converts to call credit. There is no separate platform fee.

5.2 Plans

Free (€3 one-time credit), Starter (€49/mo, €50 credit), Pro (€99/mo, €100 credit), Business (€249/mo, €250 credit), Enterprise (custom).

5.3 Per-Minute Rates

Credit is consumed at the per-minute rate of the Customer's plan. Rates vary by plan and channel (phone vs. WebRTC).

5.4 Credit Expiry

Unused credit does not carry over to the next billing cycle. Credit expires at the end of each billing period.

5.5 Additional Services

Phone numbers: a monthly price that depends on the country and the type of number. SMS: from €0.05 per segment, plus the delivery cost for the destination country. Call transfer: charged as an outgoing call at the per-minute rate of the plan plus the carrier's call charge. Current prices are published on the pricing page.

5.6 Price Changes

The Provider may adjust prices with 30 days' written notice. The Customer may terminate within 14 days of notification.

6. Payment Terms

6.1 Billing

Monthly plans are billed at the beginning of each billing cycle. Annual plans are billed upfront.

6.2 Payment Methods

Credit card, SEPA direct debit (EU), bank transfer (Enterprise only). All payments processed via Stripe.

6.3 Late Payment

If payment fails, the Provider will attempt collection 3 times over 7 days. After 7 days of failed payment, the account may be suspended.

6.4 Taxes

All prices are exclusive of applicable VAT, sales tax, or similar taxes. The Customer is responsible for all applicable taxes.

6.5 Invoices

Invoices are issued electronically and available in the dashboard.

7. Service Level Agreement

7.1 Availability

The Provider targets 99.9% monthly uptime for Business and Enterprise plans. Uptime is measured excluding scheduled maintenance windows.

7.2 Scheduled Maintenance

Maintenance windows: Sundays 02:00–06:00 CET, with 48 hours' advance notice.

7.3 Credits for Downtime

For Business and Enterprise plans: 99.0%–99.9% uptime yields 10% credit of monthly fee; 95.0%–99.0% yields 25% credit; below 95.0% yields 50% credit.

7.4 Exclusions

SLA credits do not apply to: (a) scheduled maintenance, (b) force majeure, (c) customer-caused issues, (d) third-party service outages beyond the Provider's control.

7.5 Credit Claims

Must be submitted within 30 days of the incident.

8. Intellectual Property

8.1 Provider IP

All intellectual property in the Platform, including software, AI models, algorithms, documentation, and trademarks, remains the exclusive property of the Provider.

8.2 Customer Content

The Customer retains all rights to its business data, agent configurations, and customer interaction data.

8.3 License

The Provider grants the Customer a non-exclusive, non-transferable, revocable license to use the Platform for the duration of the agreement.

8.4 Feedback

If the Customer provides feedback or suggestions, the Provider may use such feedback without obligation or compensation.

9. Data Protection and Processing

9.1 Privacy Policy

Data processing is governed by the Privacy Policy at hanc.ai/privacy/.

9.2 Data Processing Agreement

The Data Processing Agreement, which is presented at registration and available at any time in the customer account and on request via privacy@hanc.ai, forms an integral part of these Terms and applies to all processing of personal data carried out by Hanc.AI on behalf of the Customer.

9.3 Customer Responsibility

The Customer is the data controller for all personal data of its end users processed through the Platform.

9.4 Sub-processors

A list of sub-processors is presented at registration, available at any time in the customer account and on request via privacy@hanc.ai, and updated with 30 days' advance notice.

10. Liability and Warranty

10.1 Warranty

The Platform is provided "as is" and "as available." The Provider does not warrant uninterrupted or error-free operation.

10.2 Limitation of Liability

The Provider's total liability under this agreement is limited to the fees paid by the Customer in the 12 months preceding the claim.

10.3 Exclusions

The Provider is not liable for: (a) indirect, incidental, or consequential damages, (b) loss of profit or data, (c) damages arising from Customer's misuse or non-compliance.

10.4 Force Majeure

Neither party is liable for failure to perform due to events beyond reasonable control.

10.5 AI Disclaimer

The AI voice agents are automated systems. The Provider does not guarantee the accuracy, completeness, or appropriateness of AI-generated responses. The Customer is responsible for monitoring and supervising agent interactions.

11. Term and Termination

11.1 Term

Monthly plans: indefinite, renewable monthly. Annual plans: 12-month term, auto-renewing.

11.2 Cancellation (Monthly)

Either party may cancel with effect at the end of the current billing cycle. No minimum commitment.

11.3 Cancellation (Annual)

Cancellation with 30 days' notice before the end of the 12-month term. Otherwise, auto-renews for another 12 months.

11.4 Termination for Cause

Either party may terminate immediately upon material breach if the breach is not cured within 14 days of written notice.

11.5 Refund Policy

Monthly: no refund for the current period. Annual: pro-rata refund for remaining months minus 10% early termination fee.

11.6 Data Export

Upon termination, the Customer has 30 days to export its data. After 30 days, data is permanently deleted.

11.7 Surviving Provisions

Sections on liability, intellectual property, data protection, and governing law survive termination.

12. Governing Law and Jurisdiction

12.1 Governing Law

These Terms are governed by the laws of the State of Florida, USA, without regard to conflict of law provisions.

12.2 Jurisdiction

Any disputes shall be resolved exclusively in the state or federal courts located in Duval County, Florida.

12.3 Arbitration

For Enterprise customers, disputes may be resolved through binding arbitration under the rules of the American Arbitration Association.