Terms of Service

Dael is a done-for-you AI front desk. It answers the phone calls your team misses, calls back new leads who asked to be contacted, books appointments into your calendar, and texts you the details. Depending on your plan, it may also follow up on open estimates and missed appointments and text back callers you missed. We set up, run and tune the Service for you.

Your plan, price, included minutes and any setup fee are set out in your order form or on our pricing page at the time you sign up.

The Service is for business use only. You must be at least 18 and have authority to accept these Terms for the business you represent.

• Keep your login credentials confidential. You are responsible for activity under your account.
• Tell us promptly about any unauthorised use of your account.
• One account per business unless we agree otherwise in writing.

Because the Service talks to your customers and leads on your behalf, you agree to:

• Give us accurate business information: services, prices, service area, hours and emergency rules. The agent answers from what you give it.
• Only send us leads who gave the consent the law requires to be called or texted, including prior express consent for calls and texts that use an artificial or AI voice under the Telephone Consumer Protection Act (TCPA) and state law.
• Not ask us to call or text numbers on a do-not-call registry, or anyone who has asked not to be contacted, without the consent the law requires.
• Make sure your use of call recording complies with the laws where your callers and leads are located, including two-party consent states. Every call the Service handles opens with a recording notice.
• Tell callers about the Service in your own privacy notice where the law requires it.

You agree not to use the Service to:

• Violate any telemarketing, privacy, consumer protection or recording law, including the TCPA, the Telemarketing Sales Rule and state equivalents.
• Harass, threaten, or deceive callers, or have the agent claim to be a person.
• Send spam, malware, or illegal content.
• Reverse-engineer, scrape, or resell the Service.

We may suspend calling or texting immediately if we reasonably believe your use breaks the law or these Terms.

The Service is not an emergency service. It does not call 911 or any emergency number. When a caller reports an emergency such as a gas smell, flooding, no heat in freezing weather or a fire risk, the agent follows the emergency rules you give us, for example telling the caller to leave and call 911 or the utility, and transferring or alerting you. You are responsible for those rules and for responding to the alerts.

The Service uses AI. It can mishear a caller, book the wrong slot, or give a wrong answer, and phone networks, call forwarding and third-party providers can fail. Check bookings in your calendar and the recordings we send you. We are not responsible for prices, quotes or promises the agent repeats from information you gave us.

• Any setup fee in your order form is due at signing. Founding shops pay no setup fee.
• Monthly fees are billed in advance, starting the day the Service goes live.
• Your plan includes the minutes in your order form, counting inbound and outbound calls. Extra minutes are $0.25 each, billed in arrears with your next invoice.
• Plans have a two month minimum term from go-live, then continue month to month.
• Fees are non-refundable except under the guarantee in section 8 or where the law requires a refund.
• We may change prices with 30 days’ written notice, taking effect at your next billing period. Founding pricing is locked for as long as your subscription stays active.
• Overdue balances accrue interest at 1.5% per month or the maximum the law allows, whichever is lower. We may pause the Service for invoices more than 15 days overdue after telling you.
• Fees exclude taxes. You pay any applicable sales or similar taxes.

This guarantee applies to HVAC and plumbing businesses on the Front Desk plan. If the Service does not deliver 10 recovered jobs within 60 days, we refund the monthly fees you paid for your first two months and keep working at no charge until it does. The 60 days start the day you go live.

A recovered job is a booked appointment from a call or lead your team did not handle, confirmed in your calendar. Spam, wrong numbers and calls about existing jobs don't count.

The guarantee applies only if you:

• Turn on call forwarding for overflow and after hours within 7 days of kickoff, and keep it on for 60 days.
• Attend the 15 minute kickoff call.
• Approve or edit the script within 48 hours of hearing the test calls.
• Give us calendar or field service software access, your service call fee, service area and emergency rules.
• Attend the day 14 and day 45 reviews, with at most one reschedule.
• Show up to the jobs Dael books.

To claim, email us within 14 days after the 60days end. We count recovered jobs from the Service’s call records and your calendar, and pay any refund within 30 days of confirming the claim. The free work continues until the 10th recovered job or until you cancel, whichever comes first.

After the two month minimum term, you can cancel at any time by emailing us. Cancellation takes effect at the end of the current billing period, and the Service runs until then. Turn off call forwarding to the Service before that date so no calls go unanswered.

You own your data: your business information, call recordings, transcripts, and the details of your callers and leads. You give us a limited licence to use it only to provide, support and improve the Service for you. We handle personal data in it as described in our Privacy Policy, as your service provider, and we do not sell it.

We own the Service, including its software, prompts, scripts we write, and platform. The AI models and voices we use are licensed from our providers.

If we set the agent up to speak in a real person’s voice, you must first give us that person’s written consent, and you can ask us to delete the voice at any time.

Each party will keep the other’s confidential information (including pricing, technical details and business data) confidential, and not disclose it without prior written consent, except to advisers and providers who need it and are bound to keep it confidential, or where the law requires.

Except for the guarantee in section 8, the Service is 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 Service will be uninterrupted or error-free, or that it will achieve any number of bookings or any revenue.

To the maximum extent permitted by law, our total liability for all claims arising from or related to the Service or these Terms will not exceed the fees you paid us in the 3 months before the claim. We are not liable for indirect, incidental, consequential, special or punitive damages, including lost profits, lost revenue or lost jobs, even if told they were possible.

You will defend and indemnify Navik Labs against third-party claims, damages and expenses (including reasonable legal fees) arising from the information and leads you give us, your breach of these Terms, or your violation of any law, including claims that a call or text made at your request lacked the required consent.

We may suspend or terminate the Service if you materially breach these Terms and do not fix it within 10 days of notice, immediately for unlawful use, or if the law requires. Fees for the remainder of the minimum term stay due if we terminate for your breach.

These Terms are governed by the laws of the State of Delaware, USA, without regard to conflict-of-law rules. Any dispute will be resolved by binding individual arbitration under the American Arbitration Association’s Commercial Arbitration Rules, except that either party may bring a claim in small claims court or seek an injunction in court. Claims may only be brought individually, not as a class or representative action.

We may update these Terms. We will email you about material changes at least 14 days before they take effect. If you object, you may cancel before the change takes effect, without the minimum term applying.

Questions about these Terms? Email us at hargobind@dael.ai. Dael is a product of Navik Labs.