Terms of Service

Use of Services

Eligibility

To use Sera AI, you must:

• Be at least 18 years old.
• Have a valid business account with accurate information.
• Agree to these terms and all applicable laws and regulations.

Account Registration

You must provide accurate and complete information when registering for an account. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

Services Provided

• AI voice agents for inbound calls, appointment booking, troubleshooting, and call routing.
• Customer support automation for FAQs, account updates, and client communication.
• Outbound engagement for follow-ups, confirmations, and customer updates (when authorized).
• Business insights from AI-driven customer interactions and analytics.

Client Responsibilities

• Provide accurate and up-to-date information about your business, services, and operations.
• Ensure that your use of our services complies with all applicable laws and regulations.
• Not use our services for any unlawful, fraudulent, or deceptive activities.
• Obtain necessary consent from your customers before enabling AI-driven communication.

Unsolicited Communication

Clients are solely responsible for ensuring that all communications conducted via Sera AI, including calls, texts, or other automated interactions, comply with applicable laws and regulations concerning privacy, consent, and unsolicited communication. Sera AI is not responsible for any claims, damages, or legal actions resulting from unlawful or unsolicited communication conducted by clients using our services. All legal implications and liabilities remain with the client.

Customer & Business Data

Data We Process

• Customer data: contact information, call details, appointment information, and service requests.
• Client data: business account details, product/service information, pricing, and operational data.

Data Sharing

We may share necessary data with trusted third-party platforms (e.g., telephony providers, CRMs, or scheduling systems) to enable our services. All integrations are selected to meet strict privacy and security standards.

Third-Party Services & Subprocessors (Vapi & Twilio)

The services rely on third-party telecommunications and voice infrastructure providers, including Vapi, Inc. and Twilio Inc., to place and receive calls, provision phone numbers, route traffic, and deliver SMS/MMS. You authorize us to transmit, and permit access to, merchant data and end user data to these providers solely as necessary to provide the services.

• Compliance & consent: You are responsible for obtaining and maintaining all legally required consents and for complying with applicable laws (including TCPA, CAN-SPAM/CASL, GDPR/UK GDPR, and local telecom rules).
• Service dependencies: Deliverability, call completion, carrier filtering, and number availability depend on upstream providers and carriers. We do not control these third-party networks and do not warrant uninterrupted or error-free delivery.
• Numbers & routing: Phone numbers are subject to provider inventory and regulatory requirements and may be reclaimed by carriers or regulators.
• International transfers: Processing may occur in the United States and other jurisdictions. We use appropriate safeguards (e.g., Standard Contractual Clauses) where required by law.
• Subprocessor updates: We may update our subprocessor list from time to time. Continued use of the services after an update constitutes acceptance.

How We Use Data

• To provide and operate the services (e.g., AI voice calls, SMS delivery, phone number provisioning).
• To generate call transcripts/recordings and analytics when enabled by the merchant.
• To maintain security, prevent fraud or abuse, and ensure legal compliance.
• To provide customer support, troubleshoot issues, and improve the services.

Data Storage & Security

We store data with reputable cloud providers using encryption in transit and at rest, role-based access controls, audit logging, and regular backups. Processing and storage may occur in the United States and other jurisdictions. Where required, we rely on appropriate safeguards (e.g., Standard Contractual Clauses) for international transfers.

Data Deletion Requests

Merchants can request deletion of their shop data through the app or by contacting us at info@seratech.ca. End users should contact the merchant (store owner) to request access or deletion; we assist merchants in fulfilling these requests via Shopify's GDPR tools. We generally respond within 48 hours.

Cookies & Tracking Technologies

We use essential cookies for authentication, session management, and security (e.g., CSRF). Functional cookies may store preferences. Where enabled, analytics cookies help us understand feature usage. You can control cookies via your browser settings; disabling essential cookies may affect core functionality. We do not use third-party advertising cookies.

Intellectual Property

All content and materials available on Sera AI, including but not limited to text, graphics, platform features, source code, logos, and branding, are the intellectual property of Sera AI and are protected by applicable copyright and trademark law. Any unauthorized reproduction, distribution, or modification of our intellectual property is strictly prohibited without prior written consent.

Termination

We reserve the right to suspend or terminate your account and access to our services at our discretion, without prior notice, if we believe that you have violated these terms, caused harm to other users or third parties, or misused our services in ways that violate applicable laws or regulations.

Limitation of Liability

To the maximum extent permitted by law, Sera AI shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenues, data, or goodwill, resulting from your use or inability to use the service, unauthorized access to or use of our systems and/or stored data, interruptions or harmful content transmitted through third-party services, or claims arising from communications conducted by you using our services.

Indemnification

You agree to indemnify and hold Sera AI, its affiliates, officers, employees, and partners harmless from any claim, demand, or legal action (including reasonable attorneys' fees) arising from your use of the services, your violation of these terms, or any unlawful or unsolicited communication conducted using our platform.

Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in law, our services, or business practices. Updated terms will be posted on our website, and continued use of our services after updates constitutes acceptance of the new terms.

Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the jurisdiction in which Sera AI operates, without regard to its conflict of law principles.

Contact Us

Email: info@seratech.ca

Website: seratech.ca