Terms of Service

Last updated: 2026-11-05

These Terms of Service ("Terms") are an agreement between you and [company legal name not set], [registered address not set] ([company registration / vat number not set]) ("we", "us"), the provider of FlowCall. They apply to our website https://flowcall.si, the customer area https://app.flowcall.si, the agent studio and every other part of the service (together, the "Service"). Our Privacy Policy, Acceptable Use Policy and Cookie Policy are part of these Terms.

By buying, redeeming a licence code for, or using the Service you accept these Terms. If you use the Service for a company, you confirm that you may accept them on its behalf; "you" then means that company. If you do not agree, do not use the Service.

1. What the Service is

FlowCall lets you build voice and chat agents powered by artificial intelligence ("AI"), test them in your browser, place them on websites and, with the matching upgrades, connect them to phone numbers, run call campaigns, answer from your documents and book appointments. The AI models are included and run through our accounts with our technology providers; you do not need your own AI keys.

The Service is meant for businesses and professionals. You must be at least 18 years old to use it.

2. Your account

Give us correct details and keep them up to date.
Keep your password private and turn on two-factor sign-in where offered. You are responsible for what happens under your account, including what people you invite or give access to do.
Tell us straight away at [contact email for legal and privacy requests not set] if you think someone has accessed your account without permission.
One purchase is for one buyer. Do not share or resell access unless you bought a plan that allows it (for example the agency or reseller plans), and then only within its limits.

3. Purchases, minutes and refunds

Purchases. Plans and upgrades are sold through our checkout partner LaunchpadJV, which takes the payment and issues the receipt. Its terms apply to the payment itself. Each purchase is a one-time payment unless the checkout clearly says otherwise. What a purchase includes is described on its sales page and in your customer area.

Minutes (credits). Calls and chats use minutes from your balance; 1 credit is one minute of a standard web call. Premium voice quality and phone calls use more credits per minute; the current rates are shown in your customer area. Some plans include monthly minutes: they are used first and do not carry over to the next month. Minutes you buy or receive with a purchase do not expire while your account is open. Minutes have no cash value, cannot be transferred to another account, and are not refunded once used. When your balance runs out, calls in progress end and new calls start again once you add minutes.

Your carrier costs. If you connect your own phone carrier account (for example for phone numbers and phone calls), the carrier bills you directly under its own terms. We are not responsible for those charges.

Refunds. You can ask for a refund of a purchase within [refund period in days not set] days of buying it, through LaunchpadJV or by writing to [contact email for legal and privacy requests not set]. When a purchase is refunded, the features it unlocked are switched off, and minutes that came with it are taken back; if you already used them, your balance can become negative, and you cannot start new calls until it is positive again. Chargebacks are treated like refunds. We may refuse repeated refund requests or refunds where the Service was clearly misused. Nothing in this section limits any right to a refund that the law gives you.

Price changes. We may change prices and per-minute rates for future purchases and future usage. Changes to rates are announced in the customer area before they apply.

4. Your agents, your data and your callers

You decide what your agents say and do, who they call and who can talk to them. You are responsible for:

the content you put into the Service (prompts, documents, contact lists, recordings, settings) and for having the right to use it;
telling callers that they are talking to an AI agent and that calls are recorded, where the law requires it. Each agent says a recording notice at the start of every call by default; if you change or switch it off, you are responsible for informing callers another way;
getting any consent the law requires before your agents call or message someone, and keeping proof of it. Our Acceptable Use Policy lists the main rules, including telemarketing and do-not-call laws;
your integrations: the third-party accounts you connect (phone carriers, calendars, CRMs, webhooks) and what you send to them.

You keep all rights in your content. You allow us to host, copy, process, transmit and display it only as needed to run the Service for you, to keep it secure and to meet legal obligations. We do not use your content or your callers' conversations to train AI models.

We act as your processor. For the personal data of your callers, contacts and website visitors that you bring into the Service ("Customer Personal Data"), you are the controller and we process it on your behalf. Section 11 contains our data processing terms.

5. AI output

AI agents can misunderstand callers, make mistakes or say things that are wrong, incomplete or out of date. Test your agents before you use them, check important information, and do not use them for decisions that need a qualified person. Our blueprints (ready-made agents) are starting points; adapt them to your business. Agents built from our blueprints for health, legal, financial or insurance businesses must not give professional advice, and you must not change them to do so.

6. Acceptable use

You must follow our Acceptable Use Policy. We may suspend agents, campaigns, phone numbers or accounts that break it, or that put the Service, our providers or other people at risk, where possible after warning you.

7. Agencies and resellers

If you bought an agency plan, you can create workspaces for your clients within your plan's limits. Your clients are your customers, not ours: you are responsible for their use of the Service and for meeting these Terms through them. Their usage counts against your minutes.

If you bought the reseller plan, you can issue licence codes for the bundles we offer, within your quota. You set your own prices and are responsible for your sales, your marketing claims and your support to your buyers. People who redeem a code accept these Terms and get their own account with us. We may revoke codes that were obtained or sold in breach of these Terms; revoking a code removes what it unlocked.

8. Availability and changes

We work to keep the Service available and secure, but we do not promise that it will always be available, uninterrupted or error-free. We may carry out maintenance, and we may change, add or remove features, change our technology providers or the AI models used, as long as the main features you bought stay available in a comparable form. Planned changes that reduce what you bought are announced in advance.

9. Our intellectual property

The Service, our software, designs, blueprints and brand belong to us or our licensors. You get a personal, non-exclusive, non-transferable right to use the Service for as long as your account is open and within your plan. You may not copy, resell, reverse engineer or build a competing product from the Service, except as the law allows. If you send us ideas or feedback, we may use them freely without paying you.

10. Third-party services

The Service connects to services that we do not control, such as phone carriers, calendars, CRMs, payment and checkout providers and websites you link to. Their own terms and privacy policies apply, and we are not responsible for them.

11. Data processing terms

These terms apply where we process Customer Personal Data for you (Article 28 of the EU General Data Protection Regulation and similar laws):

Instructions. We process Customer Personal Data only to provide the Service as you configure and use it, and on your other documented instructions, unless the law requires otherwise; we tell you if we think an instruction breaks the law.
Confidentiality. Our staff and contractors who can access it are bound by confidentiality.
Security. We protect it with appropriate technical and organisational measures, including encrypted connections, encryption of stored credentials, access control, encrypted backups and monitoring.
Sub-processors. You allow us to use sub-processors for hosting, speech recognition, AI language models, speech synthesis, email delivery and bot protection. We impose data protection obligations on them equivalent to these terms. The current list is available on request at [contact email for legal and privacy requests not set]; we tell you of changes to it in advance, and you may object for good reason.
International transfers. Some sub-processors are located outside the European Economic Area, including in the United States. Such transfers rely on adequacy decisions or the European Commission's Standard Contractual Clauses.
Assistance. We help you, as far as reasonably possible, to answer requests from people exercising their rights, and with security, breach notification and impact assessments.
Breaches. We tell you without undue delay after becoming aware of a personal data breach affecting Customer Personal Data.
Deletion. When your account closes, we delete Customer Personal Data within 30 days, except where the law requires us to keep it; copies in our encrypted backups are overwritten within about 60 days.
Audits. We make available the information needed to show that we meet these terms, and allow for reasonable audits on 30 days' notice, at your cost, no more than once a year.

12. Suspension and termination

You can stop using the Service at any time and ask us to close your account at [contact email for legal and privacy requests not set]. We may suspend or close your account, with notice where reasonable, if you break these Terms or the law, if a payment is refunded or charged back, or if needed to protect the Service or others. Before we close an account for reasons other than a serious breach, we give you at least 30 days to export your data. Sections 4, 5, 9, 11, 13, 14 and 15 continue to apply after your account closes.

13. Warranties and liability

The Service is provided "as is" and "as available". As far as the law allows, we give no warranties other than those set out in these Terms, including warranties of merchantability, fitness for a particular purpose or that AI output is accurate.

As far as the law allows:

we are not liable for indirect or consequential loss, lost profits, lost revenue, lost business opportunities or lost data that could have been prevented by your own backups or exports;
our total liability for all claims relating to the Service in any 12 months is limited to the amount you paid us for the Service in those 12 months.

These limits do not apply to liability that cannot be limited by law, such as for death or personal injury caused by negligence, fraud, or intentional or grossly negligent harm. If you are a consumer, you keep all rights that the law of your country gives you.

14. Your responsibility to us

You will compensate us for claims, fines and reasonable costs brought by third parties or authorities because of your content, your agents' calls and messages, your breach of these Terms or the Acceptable Use Policy, or your breach of the law (including telemarketing, consent and data protection laws).

15. Law and disputes

These Terms are governed by the law of [country whose law applies (e.g. slovenia) not set], without regard to its conflict-of-law rules. Disputes are decided by [courts for disputes (e.g. the courts of ljubljana, slovenia) not set]. If you are a consumer, you may also bring a claim in the courts where you live, and the mandatory consumer protection rules of your country continue to apply. Before going to court, please contact us at [contact email for legal and privacy requests not set] so we can try to resolve the issue.

16. Changes to these Terms

We may update these Terms. We tell you about material changes by email or in the customer area at least 30 days before they take effect, unless a change is needed sooner for legal or security reasons. If you do not agree, you can stop using the Service and close your account before the changes apply.

17. Other terms

If a part of these Terms is invalid, the rest remains in force. If we do not enforce a right straight away, we do not give it up. You may not transfer your account or these Terms without our consent; we may transfer them to a company that takes over the Service. These Terms are the whole agreement between us about the Service.

18. Contact

[company legal name not set], [registered address not set]. Email: [contact email for legal and privacy requests not set].