COAG AI – Terms of Use

Last updated: February 2025

1. Introduction and Acceptance

These Terms of Use (“Terms”) govern your access to and use of the COAG AI website (coag.ai) and the related AI voice assistant services (the “Service”). The Service is provided by:

AiCOAG Limited
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
(“AiCOAG”, “we”, “us”, or “our”)

We also maintain an operational presence in the EU at:
Jacques Veltmanstraat, 1065 DZ Amsterdam, The Netherlands (non-legal operational address).

By creating an account, requesting a demo, or using the Service in any way, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Service.

The Service is intended solely for business and professional use (B2B) and not for consumer or private household purposes.

2. Definitions

For the purposes of these Terms:

“User”: Any natural or legal person accessing or using the Service.
“Account”: The business account created to access the Service.
“Agent” or “Voice Assistant”: The AI voice agent configured through COAG AI for inbound and outbound calls and related actions.
“Customer Data”: Any data, including phone numbers, call content, schedules, and metadata, that you or your users upload, generate, or process through the Service.
“Subscription”: The active plan under which the User accesses the Service (e.g. tiers, minute packages, add-ons).
“AI Minutes”: Computational usage and telephony time consumed during operation of the Voice Assistant.
“Add-On”: Any optional feature or module attached to a Subscription (e.g. advanced reporting, integrations).

3. Eligibility and Business Use Only

By using the Service, you represent and warrant that:

You are at least 18 years old and have full legal capacity;
You are acting on behalf of a business, organization, or professional activity, and not as a consumer;
If you act on behalf of a company or other entity, you are duly authorized to bind that entity to these Terms;
Your use of the Service complies with all applicable laws and regulations in your jurisdiction and in the jurisdictions of your call recipients.

We reserve the right to refuse, suspend, or terminate access to the Service where eligibility or compliance conditions are not met.

4. Account Registration and Management

To use certain features, you may need to create an Account. You agree to:

Provide accurate, current, and complete information;
Keep your Account details up to date;
Maintain the confidentiality of your login credentials;
Be fully responsible for all activities under your Account, whether authorized or not.

You must notify us promptly at info@aicoag.com if you suspect any unauthorized access or security breach involving your Account.

We may suspend or terminate Accounts that are inactive for an extended period, used in violation of these Terms, or present security or abuse risks.

5. Scope of Service

COAG AI provides tools and infrastructure to:

Handle inbound and/or outbound calls via AI voice assistants;
Capture and process telephony data (e.g. call logs, audio, transcripts);
Schedule or update appointments, send notifications or reminders;
Integrate with third-party calendars or systems (where configured);
Provide dashboards, reports, and configuration interfaces.

We may update, enhance, or modify the Service at any time, including adding or removing features, provided that such changes do not unreasonably deprive you of core paid functionality during an active Subscription.

The Service is not intended for emergency calls (e.g. 112, 999, 911 or equivalents). You must not use COAG AI as a replacement for emergency or critical-life services.

6. Subscription Plans, Fees, and Payment

Details of available plans, pricing, and billing cycles are provided separately (e.g. on the website, in proposals, or in a commercial agreement).

By subscribing to a paid plan, you agree to:

Pay all applicable fees, charges, and taxes related to your Subscription;
Ensure your payment method remains valid and funded;
Accept automatic renewal of your Subscription at the end of each billing period, unless you cancel in advance in accordance with the cancellation terms communicated to you.

Unless otherwise required by law or stated in a written agreement:

Fees are non-refundable;
Partial periods (e.g. early termination within a billing cycle) are not refunded;
Failure to pay may result in suspension or termination of the Service.

We may adjust pricing and plan structures from time to time. Any price changes will be communicated in advance, and will apply from your next renewal period. If you do not agree with revised pricing, you may cancel your Subscription before the new prices take effect.

7. Use of the Service and Compliance

You are solely responsible for:

The content and scripting of calls, messages, and responses configured within COAG AI;
Obtaining all necessary consents from call recipients, including consent for recording where required;
Honouring opt-out or “do-not-call” requests;
Complying with applicable telecommunications, privacy, data protection, consumer protection, and marketing laws, such as (by way of example):
- GDPR / UK GDPR and e-privacy rules;
- Local telemarketing or robocall regulations;
- Requirements regarding caller identification, opt-in/opt-out, and call times.

We do not provide legal advice and we do not assume responsibility for your compliance with industry-specific, sector-specific, or national laws.

You agree not to use the Service for:

Fraudulent, deceptive, or misleading call campaigns;
Threatening, harassing, discriminatory, hateful, or defamatory content;
Spam, abusive broadcast calls, or any prohibited telemarketing practices;
Emergency services or life-critical communications.

We may suspend or terminate access without prior notice if we reasonably suspect illegal, abusive, or harmful use of the Service.

8. Customer Data and Privacy

Each party acts as an independent data controller for its own processing activities, as described in our Privacy Policy.

You retain ownership of your Customer Data. By using the Service, you grant us a non-exclusive, worldwide, royalty-free license to process Customer Data solely:

To provide and maintain the Service;
To troubleshoot, monitor performance, and enhance quality;
To fulfil our legal obligations.

We will process personal data in accordance with our Privacy Policy available on coag.ai and applicable data protection laws (UK GDPR, EU GDPR, and related rules). Where required, a separate Data Processing Agreement (DPA) may apply to specific processing activities.

9. Intellectual Property

All rights, title, and interest in and to:

The COAG AI platform, software, interfaces, documentation, designs, and branding;
All underlying technologies, models, and know-how;

belong to AiCOAG Limited or its licensors.

These Terms do not grant you any ownership in the Service, only a limited right to use it under your Subscription.

You may not:

Copy, modify, reverse engineer, or create derivative works of the Service;
Remove or alter any proprietary notices;
Use COAG AI trademarks, logos, or brand elements without prior written consent.

You retain ownership of your own content, data, and branding used within the Service.

10. Fair Use and Technical Limits

To protect system stability and quality, we may implement:

Rate limits;
Concurrent call limits;
API or integration usage caps;
Restrictions based on your Subscription plan.

We may temporarily or permanently adjust or suspend access if:

Your usage materially exceeds normal or agreed limits;
There is abnormal or malicious traffic;
System security or other users’ service quality is at risk.

11. Trial Access, Beta Features, and Free Plans

We may offer free trials, beta features, or limited free plans at our discretion.

Such access is provided “as is”, without guarantees:

Features may change or be discontinued at any time;
Data stored in test or beta environments may be deleted without prior notice;
No availability or performance levels are guaranteed.

12. Confidentiality

Each party agrees to:

Treat non-public information received from the other party as confidential;
Use such information solely for the purpose of providing or receiving the Service;
Not disclose confidential information to third parties, except where required by law or with the disclosing party’s consent.

Confidentiality obligations do not apply to information that:

Is or becomes publicly available without breach of these Terms;
Was already lawfully known by the recipient;
Is independently developed without use of the other party’s information;
Must be disclosed due to legal or regulatory obligation.

13. Service Availability and Disclaimer

We aim to provide a reliable and stable Service, but:

The Service is provided on an “as is” and “as available” basis;
We do not guarantee uninterrupted or error-free operation;
Occasional downtime, delays, or call-quality issues may occur.

To the fullest extent permitted by law, we exclude all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

You are responsible for ensuring that the Service is suitable for your specific business use and for maintaining appropriate backups and redundancy in your operations.

14. Limitation of Liability

To the maximum extent permitted by applicable law:

We shall not be liable for any indirect, incidental, consequential, or punitive damages, or for any loss of profits, revenue, business, or data, arising out of or in connection with the use or inability to use the Service.
Our total aggregate liability for any and all claims related to the Service, whether in contract, tort, or otherwise, shall be limited to the fees you have paid to us for the Service during the three (3) months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law (e.g. for fraud or fraudulent misrepresentation).

15. Indemnification

You agree to indemnify and hold harmless AiCOAG Limited and its officers, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of:

Your misuse of the Service;
Your violation of these Terms or applicable law;
Any claim from third parties (including your customers or call recipients) connected to calls, messages, or content initiated or managed through COAG AI.

16. Suspension and Termination

Either party may terminate the Service:

By providing written notice in accordance with any applicable notice period set out in the commercial agreement or Subscription terms; or
Immediately, if the other party commits a material breach of these Terms and fails to remedy it (where remediable) within a reasonable period.

We may also suspend or terminate your access immediately if:

Required by law or regulatory authority;
There is suspected fraud, abuse, or security incident;
Fees remain unpaid after reminders and grace periods.

Upon termination:

Your right to access the Service ceases;
Outstanding fees remain due;
We may retain certain data as required by law or for legitimate business purposes, as described in our Privacy Policy.

17. Changes to the Service and to These Terms

We may update these Terms from time to time. If we make material changes, we will provide notice via the website, email, or in-platform notification.

Unless a different effective date is stated, changes take effect 30 days after notice. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you do not agree, you must stop using the Service before the new Terms apply.

18. Governing Law and Jurisdiction

These Terms and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising from or relating to these Terms or the Service, without prejudice to mandatory rights under applicable law.

19. Miscellaneous

Entire Agreement: These Terms, together with any commercial agreement or Subscription details, constitute the entire agreement between you and AiCOAG regarding the Service.

Assignment: You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to an affiliate or in connection with a merger or sale of business.

Severability: If any provision is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

No Waiver: Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

Notices: Notices to AiCOAG must be sent by email to info@aicoag.com or to our registered office address.

20. Contact

For any questions about these Terms or the Service, you can contact:

AiCOAG Limited
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: info@aicoag.com