Terms of Service

Effective Date: April 5, 2026 Last Updated: May 24, 2026 Version: 2.1

1. Agreement to Terms

By accessing or using the hiroi platform ("Service"), available at https://hiroi.ai, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Service.

These Terms constitute a legally binding agreement between you ("Customer", "you") and hiroi ("we", "us", "our") governing your use of the Service.

2. Service Description

hiroi is an omni-channel AI agent platform that enables businesses to deploy AI-powered virtual employees capable of:

Voice calls: Making and receiving phone calls on your behalf using AI voice synthesis
SMS messaging: Sending and receiving SMS/MMS messages through provisioned phone numbers
Email campaigns: Sending outbound email campaigns and receiving inbound emails
Unified inbox: Managing call transcripts, SMS threads, and email conversations in one place
Contact management: Storing, organizing, and enriching contact records
Campaign automation: Scheduling and running automated outreach campaigns across channels
Web chat widgets: Deploying embeddable AI chat widgets on third-party websites
Microsoft 365 integration: Connecting to Outlook calendar and email for scheduling and communication
Analytics: Tracking campaign performance, conversation outcomes, and agent activity

3. Eligibility

You must be at least 18 years old and authorized to act on behalf of a business or organization to use the Service. By using the Service, you represent and warrant that:

You are at least 18 years of age
You have the legal capacity and authority to enter into these Terms
Your use of the Service will comply with all applicable laws and regulations
You are not located in a jurisdiction where use of the Service is prohibited

4. Account Registration

4.1 Account Creation

To use the Service, you must create an account using a supported authentication method (Google, Apple, or Microsoft OAuth, or magic link email). You agree to provide accurate, current, and complete information during registration.

4.2 Account Security

You are responsible for:

Maintaining the confidentiality of your account credentials
All activities that occur under your account
Notifying us immediately of any unauthorized use at security@hiroi.ai

4.3 Organization Accounts

hiroi supports multi-user organizations. The account owner is responsible for all actions taken by members of their organization. Every user automatically receives a personal organization.

5. Acceptable Use

Your use of the Service is subject to our Acceptable Use Policy, which is incorporated into these Terms by reference.

5.1 General Restrictions

You agree not to:

Use the Service for any unlawful purpose or in violation of any applicable law
Infringe on any third party's intellectual property rights
Transmit harmful, threatening, abusive, or objectionable content
Attempt to gain unauthorized access to the Service or related systems
Reverse engineer, decompile, or disassemble any part of the Service
Use the Service to develop a directly competing product
Resell or redistribute the Service without written authorization

5.2 Communications Compliance

You are solely responsible for ensuring that all communications sent through the Service comply with applicable law. This includes but is not limited to:

TCPA (Telephone Consumer Protection Act): You must obtain prior express written consent before making automated calls or sending automated text messages to consumer phone numbers in the United States. You are responsible for maintaining consent records.
CAN-SPAM Act: All commercial email campaigns must include a valid physical postal address, a clear unsubscribe mechanism, honest subject lines, and proper identification. You must honor unsubscribe requests within 10 business days.
CASL (Canada's Anti-Spam Legislation): If contacting Canadian recipients, you must have express or implied consent and include the required identification and unsubscribe mechanism.
GDPR / UK GDPR: If contacting individuals in the European Economic Area or United Kingdom, you must have a valid legal basis for processing and sending communications.
State and local regulations: Many U.S. states have additional telemarketing, auto-dialer, and email marketing laws. You are responsible for compliance in all jurisdictions where your contacts reside.

Call recording laws vary by jurisdiction. hiroi may record calls for transcription and quality purposes. You are responsible for:

Complying with all applicable call recording consent laws in the jurisdictions where your calls occur
Notifying call recipients of recording where required (two-party consent states and countries require consent from all parties)
Implementing any required disclosures via your AI agent's greeting scripts
Not recording calls where prohibited by law

Federal law (18 U.S.C. § 2511) and state laws vary on consent requirements. Many states require all-party consent. You are solely responsible for obtaining all required consents before recording.

5.4 AI Disclosure Requirements

Many jurisdictions require disclosure when a person is interacting with an AI agent rather than a human. You are responsible for:

Complying with all AI disclosure laws in jurisdictions where your AI agent operates
California law (AB 13/SB 1001) and similar laws may require AI voice agents to disclose their non-human nature when asked
Configuring your AI agent with appropriate introductory disclosures (e.g., "I'm an AI assistant calling on behalf of [Your Business]")
Not configuring the AI to deny being an AI when sincerely asked

5.5 AI-Specific Restrictions

You agree not to:

Deploy AI agents that impersonate specific real individuals without explicit consent
Configure AI agents to claim to be human when sincerely asked
Use the Service to generate harmful, discriminatory, or misleading content
Use voice cloning to replicate another person's voice without their consent
Deploy AI agents that provide medical, legal, or financial advice without clear disclaimers
Use the Service to conduct robocall fraud, spoofing, or other telecommunications violations
Use the Service to contact individuals on Do Not Call (DNC) registries without a legal exemption

6. Intellectual Property

6.1 Your Content

You retain ownership of all content you create, upload, or configure through the Service. By using the Service, you grant hiroi a limited, non-exclusive license to process your content solely to provide the Service.

6.2 Your Contact Data

You represent and warrant that you have lawful rights to use, store, and communicate with all contacts you upload or add to the Service. You are responsible for the accuracy, legality, and consent status of your contact lists.

6.3 Our Platform

The Service, including its software, design, features, and documentation, is owned by hiroi. These Terms do not grant you any rights to our trademarks, logos, or brand features.

7. AI and Third-Party Processing

7.1 AI-Generated Content

You acknowledge that:

AI agent responses (voice, SMS, email, chat) are generated by third-party AI services including OpenAI and Anthropic
AI-generated content may not always be accurate, complete, or appropriate for your use case
hiroi does not guarantee the accuracy, quality, or outcomes of AI-generated communications
You are responsible for reviewing, monitoring, and taking responsibility for all communications sent through your AI agents
AI-generated content may contain inaccuracies, hallucinations, or biased outputs

7.2 No Guarantee of Outcomes

hiroi makes no representations regarding the business outcomes of campaigns or AI agent interactions, including call answer rates, conversion rates, booking rates, or revenue generated.

7.3 Third-Party Services

The Service relies on third-party providers for AI processing, telephony, authentication, voice synthesis, and payment processing. These providers are listed on our Subprocessors page. We are not liable for outages, changes in service, or data handling practices of third-party providers.

7.4 Phone Numbers and Telephony

Phone numbers provisioned through the Service:

Are leased, not sold, and remain the property of the underlying carrier
May be reclaimed by the carrier in certain circumstances (e.g., porting fraud, regulatory requirements)
May be subject to carrier-level filtering for suspected spam calls or messages
Are subject to A2P 10DLC registration requirements for SMS messaging in the United States (failure to register may result in carrier-level blocking)

8. Third-Party Account Integrations

8.1 OAuth Permissions

When you connect a third-party account (Google, Apple, or Microsoft) for authentication or integration features, you grant hiroi permission to access the services you enable. For example:

Microsoft 365: Read and write calendar events and availability; read and send email on your behalf
Google: Authentication via Google OAuth
Apple: Authentication via Sign in with Apple

8.2 Your Responsibility

You are responsible for ensuring that your use of connected third-party services through the Service complies with the respective provider's terms of service and all applicable laws. hiroi will only use these permissions to provide the integration features you activate.

9. Fees, Credits, and Payment

9.1 Credit System

hiroi uses a credit-based system for usage-based features. Credits are consumed when:

AI agents make or receive phone calls (per-minute billing)
AI agents send SMS/MMS messages (per-message billing)
AI agents send or receive emails via campaigns
AI models process requests (per-token or per-request billing)
Phone numbers are provisioned (monthly fee per number)

Specific credit costs per action are published in your account dashboard and may be updated with reasonable notice.

9.2 Subscriptions

hiroi may offer subscription plans that include a monthly credit allocation. Credits included in a subscription plan:

Expire at the end of each billing period and do not roll over unless otherwise stated
Are consumed before any purchased credits
Are not refundable upon plan downgrade or cancellation

9.3 Purchased Credits

Credits purchased outside of a subscription plan ("top-up credits"):

Do not expire for 12 months from purchase date
Are consumed after subscription plan credits are exhausted
Are non-refundable once consumed

9.4 Refund Policy

Subscription fees: Not refundable once a billing period has started, except where required by law or at our sole discretion
Purchased credits: Unconsumed purchased credits are refundable within 30 days of purchase, minus a 10% processing fee; after 30 days, no refunds are available
Phone number fees: Monthly phone number fees are non-refundable
Disputed charges: Contact billing@hiroi.ai within 60 days of any disputed charge

9.5 Payment Processing

Payments are processed through Stripe. By making a payment, you agree to Stripe's terms of service. hiroi does not store your full payment card details.

9.6 Overages and Suspension

If your account has insufficient credits:

Usage-based features will be suspended until credits are added
Ongoing campaigns will pause automatically
Active phone calls may be terminated
hiroi is not liable for business impacts resulting from credit exhaustion

10. Service Availability

10.1 Uptime

We strive to maintain high availability but do not guarantee uninterrupted access. Telephony and messaging services may be subject to carrier outages, regulatory actions, or other factors outside our control.

10.2 Modifications

We reserve the right to modify, suspend, or discontinue any part of the Service with reasonable notice. Material changes will be communicated to active users.

11. Limitation of Liability

11.1 Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE.

HIROI DOES NOT WARRANT THAT: (A) THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE; (B) AI-GENERATED CONTENT WILL BE ACCURATE OR APPROPRIATE; (C) CALLS WILL CONNECT OR BE ANSWERED; (D) SMS MESSAGES WILL BE DELIVERED; (E) EMAIL CAMPAIGNS WILL REACH INBOXES; OR (F) ANY PARTICULAR BUSINESS OUTCOME WILL BE ACHIEVED.

11.2 Limitation

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HIROI SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUES, DATA, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING FROM OR RELATED TO YOUR USE OF THE SERVICE.

11.3 Cap

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING UNDER THESE TERMS SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO US IN THE THREE (3) MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED DOLLARS ($100).

11.4 Regulatory Liability

YOU ARE SOLELY RESPONSIBLE FOR ENSURING COMPLIANCE WITH TCPA, CAN-SPAM, CASL, GDPR, CCPA, AND ALL OTHER APPLICABLE COMMUNICATIONS LAWS. HIROI IS NOT LIABLE FOR FINES, PENALTIES, CLASS ACTION SETTLEMENTS, OR OTHER CONSEQUENCES ARISING FROM YOUR FAILURE TO COMPLY WITH APPLICABLE LAW IN YOUR USE OF THE SERVICE.

12. Indemnification

You agree to indemnify, defend, and hold harmless hiroi and its officers, directors, employees, and agents from any claims, damages, losses, fines, penalties, or expenses (including reasonable attorneys' fees) arising from:

Your use of the Service
Communications sent through your AI agents (calls, SMS, email)
Your violation of these Terms or the Acceptable Use Policy
Your violation of any applicable law, including TCPA, CAN-SPAM, or GDPR
Your violation of any third-party rights
Any claim that your contact list or content violates applicable law

13. Termination

13.1 By You

You may terminate your account at any time through your account settings. Upon termination, your provisioned phone numbers will be released, your campaigns will stop, and your data will be handled according to our Privacy Policy.

13.2 By Us

We may suspend or terminate your account immediately if:

You violate these Terms or the Acceptable Use Policy
We receive credible reports of illegal calling, SMS, or email activity from your account
Carriers flag your account for spam or fraud
You fail to maintain required compliance registrations (e.g., A2P 10DLC)

We will provide notice when reasonable and practicable, but reserve the right to act immediately to protect the Service, other users, and third parties.

13.3 Effect of Termination

Upon termination:

Your right to use the Service immediately ceases
Provisioned phone numbers are released
Active campaigns stop
Your data will be retained for 30 days, then permanently deleted
Unconsumed purchased credits may be refunded within 30 days of termination at our discretion
You may request a data export before deletion

14. Dispute Resolution

14.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Missouri, without regard to conflict of law provisions.

14.2 Informal Resolution

Before filing any legal claim, you agree to attempt to resolve disputes informally by contacting us at legal@hiroi.ai.

14.3 Jurisdiction

Any legal proceedings shall be brought exclusively in the state or federal courts located in the State of Missouri, and you consent to the personal jurisdiction of such courts.

15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the Service at least 14 days before changes take effect for existing customers. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

16. General Provisions

16.1 Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions continue in full force.

16.2 Waiver

Failure to enforce any right under these Terms does not constitute a waiver of that right.

16.3 Entire Agreement

These Terms, together with the Privacy Policy, Cookie Policy, Acceptable Use Policy, and any applicable Data Processing Agreement, constitute the entire agreement between you and hiroi regarding the Service.

16.4 Force Majeure

hiroi is not liable for failures or delays caused by circumstances beyond our reasonable control, including carrier outages, government actions, internet disruptions, natural disasters, or third-party service failures.

17. Contact

For questions about these Terms:

hiroi Email: legal@hiroi.ai