Terms & Conditions

1Acceptance of Terms

Please read these Terms carefully. By using or accessing the Services or the Website (or by clicking "accept" or "agree" when prompted), you agree to these Terms on behalf of yourself or the organisation you represent. If you do not agree, you must leave the Website immediately.

2Eligibility and Age

To use the Services you must be at least 18 years old and legally capable of entering into these Terms. By using the Services you confirm that you meet these requirements.

3Changes to the Terms

Dirivian B.V. reserves the right to amend these Terms. Where reasonably practicable and except where changes are required by law or regulation, we will notify you of material changes in advance. Continued use of the Services after changes are published constitutes acceptance of those changes.

4Access to and Use of the Services

We may add, modify or remove features and may suspend or discontinue the Services in whole or in part. You acknowledge that we bear no liability for doing so. Certain features may require you to register an account.

5Account Responsibility

You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. Report any unauthorised use immediately to info@voicehelden.com.

6Prohibited Use

You may not use the Services for illegal purposes or for activities that harm the Website, other users or our service delivery. This includes, without limitation: infringement of third-party rights, distribution of malware, unauthorised access, scraping and disruption of servers.

7Geographic Restriction

The company is established in the Netherlands and these Terms are primarily aimed at users within the Netherlands. Access to the Services from other countries is at the user's own risk and responsibility.

8The AI phone assistant: what you are buying

Besides the Website we offer the AI phone assistant: an assistant that answers your inbound calls. This article and the four that follow cover that service. Where they differ from the more general provisions elsewhere in these Terms, they prevail.

What you get:

• A Dutch 085 number, to which you forward your own number.
• An assistant that answers, handles questions and books appointments in your Google Calendar.
• A summary and a transcript of every call in your dashboard.
• A bundle of call minutes a month, depending on your plan: 1,000 (Starter), 3,000 (Business) or 5,000 (Pro). Above that we charge €0.30 per minute.

What you do not get, and what to know before you start:

• The assistant is an AI. It makes mistakes: it can mishear something, misread a question, or book an appointment at a different time than intended. You remain responsible for running your own business and for what happens with your appointments.
• Forwarding only works from a Dutch mobile number (+316). We do not currently support landlines or foreign numbers.
• We give no availability guarantee and have no SLA. The service runs on Google Cloud and Telnyx; an outage there is an outage here. If reachability is business-critical for you, keep a fallback.
• No email, SMS or WhatsApp currently goes to your callers or to you after a call. Everything is in your dashboard and your calendar.
• We do not make outbound calls on your behalf. The service answers inbound calls only.

9Your 085 number

The 085 number we give you is registered to us with our telephony provider. You get the use of it for as long as your subscription runs; you do not become its owner.

That means you lose the number when you delete your account. It is released and can be assigned to someone else. We do not offer number portability to another provider. So do not put this number on your van, your shopfront or your stationery without realising that — forward your own existing number instead, and that number stays yours.

If you only cancel the subscription without deleting your account, the number stays assigned to you for the time being, but no calls are answered.

10Subscription, price and payment

The AI phone assistant comes in three plans that differ only in call minutes: Starter at €79 a month with 1,000 minutes, Business at €199 a month with 3,000 minutes and Pro at €299 a month with 5,000 minutes. All prices exclude VAT; the service is intended for businesses. You pay in advance, monthly, every six months or yearly, with a card you provide at sign-up. Payment runs through Stripe; we never see or store your card details.

With six-month billing you pay six months up front with a 10% discount: Starter €426.60, Business €1,074.60 and Pro €1,614.60 every six months, excluding VAT, equivalent to €71.10, €179.10 and €269.10 a month. With yearly billing you pay twelve months up front with a 20% discount: Starter €758.40, Business €1,910.40 and Pro €2,870.40 a year, excluding VAT, equivalent to €63.20, €159.20 and €239.20 a month. Your minute allowance still renews every month; unused minutes do not carry over. If you take the free period first, the first payment follows it.

At sign-up you choose how to start: seven days free, or pay now with 20% off.

Seven days free. You enter your card at sign-up; the first charge is seven days later, for the plan and billing period you chose. During those seven days you have 1,000 call minutes, whichever plan you picked. Cancel before the first charge and nothing is charged. The free period applies once per business.

Pay now with 20% off. If you choose this, there is no free period and your first invoice is charged straight away. In return you get 20% off every invoice for as long as the subscription runs without interruption. That discount comes on top of the discount of your billing period: every six months you then pay €341.28, €859.68 or €1,291.68 and yearly €606.72, €1,528.32 or €2,296.32, excluding VAT; monthly €63.20, €159.20 or €239.20. If you cancel and sign up again later, the offer in force at that moment applies.

Thirty-day money-back guarantee. If you chose to pay now, you get your first invoice back in full if you ask for it within thirty days of that payment. An e-mail to info@voicehelden.com is enough; you do not have to give a reason. We refund the amount through the same payment method and end your subscription at that point. The guarantee applies once per business and only to the first invoice of the subscription: later invoices and minutes used above the bundle are not covered, because those costs were actually incurred.

If you use more minutes in a month than your bundle holds, we charge €0.30 per additional minute on the next invoice. Your dashboard shows how many minutes you have used this month, and you are notified before the bundle runs out.

If we change the price we tell you at least thirty days in advance by email. If you do not want to continue at the new price, cancel before it takes effect and nothing further is charged.

More numbers, several simultaneous calls, or an integration with your own systems are not part of this subscription. We set those up by hand, at a price agreed with you in advance.

11Cancelling

You can cancel renewal from your account at any time. With monthly billing your subscription runs until the end of the paid month; with six-month and yearly billing until the end of the period you paid for. You can also cancel during the seven-day free period: cancel before the first charge and nothing is charged. After your subscription ends, the assistant stops answering calls.

Apart from the thirty-day money-back guarantee in article 10, a paid period is not refunded, not even in part; the seven-day free period is there to judge whether the service suits you. Minutes used above the bundle are always charged, because those costs were actually incurred.

The service is intended for businesses. If you are nevertheless a consumer buying at a distance, you have the statutory fourteen-day right of withdrawal.

12What we expect from you

The assistant states that it is an AI on every call and never denies it. We take care of that; you need do nothing for it, and you may not switch it off.

What you do have to arrange yourself:

• The content you give the assistant has to be correct. Put the wrong opening hours, prices or conditions in it and it will tell your callers exactly that.
• You inform your callers about the processing of their data under the GDPR, as you would with a human receptionist. We provide the data processing agreement and the sub-processor information for it.
• If you use the service somewhere special categories of personal data come up structurally — a medical practice, for instance — contact us first.
• You do not use the service for cold outbound calling, unsolicited selling, or anything that breaches telemarketing rules. The service is for inbound calls.

13Purchase, Delivery and Payment

When you purchase a product or service remotely as a consumer (online purchase), Dutch and European consumer law generally gives you the right to cancel your order within 14 days without giving any reason (right of withdrawal). The period typically starts on the day you receive the product. To exercise this right, notify us in writing within 14 days via info@voicehelden.com or follow the return process on the Website. Any refunds will be processed within 14 days of receipt of your return or proof of postage, provided the legal conditions are met.

VAT is shown separately on the invoice. Payments are processed by Stripe; we do not store card details ourselves.

This article covers one-off purchases on the Website. The subscription to the AI phone assistant is governed by the articles above on subscription, price, payment and cancelling, which prevail. Nothing is physically delivered with that service, so provisions on shipping and transfer of ownership and risk do not apply to it.

14Warranty and Conformity

Goods must conform to the contract, meet the consumer's reasonable expectations and match the description on the Website. Under Dutch law, consumers have a statutory warranty (conformity) of at least two years from delivery for non-conforming goods; different rules may apply to second-hand goods. If a product is non-conforming, we will repair or replace it or — where that is not possible — dissolve the agreement or offer a price reduction, in accordance with consumer law.

15Liability

To the extent permitted under applicable Dutch law, we limit our liability to direct damages caused by our wilful misconduct or gross negligence or that of our senior employees. Total liability for direct damages will ordinarily be capped at the amount paid out under any applicable insurance policy or, failing that, the amount you actually paid for the relevant order in the 12 months preceding the event. We are not liable for indirect damages, loss of profit or immaterial damages, except where mandatory Dutch law provides otherwise.

16Intellectual Property

All intellectual property rights in the content of the Website vest in Dirivian B.V. or its licensors. Use of any material without express permission is not permitted.

17User Content

When you post content (e.g. reviews, comments), you grant us a non-exclusive, worldwide, royalty-free licence to use that content in connection with the Services. You warrant that you have the rights to post such content and indemnify us against third-party claims.

18Privacy and Data Processing (GDPR)

We process personal data in accordance with the General Data Protection Regulation (GDPR). For details on what data we process, the purposes, retention periods and your rights, please consult our Privacy Policy. The data controller is Dirivian B.V. (Science Park 608, Unit A.08, 1098 XH Amsterdam). For questions about data processing please contact us at info@voicehelden.com.

19Complaints and Contact

For questions, complaints or requests you can contact Dirivian B.V. via:

• Address: Science Park 608, Unit A.08, 1098 XH Amsterdam
• Email: info@voicehelden.com

We aim to acknowledge complaints within 14 days and resolve them as quickly as possible. If we cannot reach a resolution together, you as a consumer have the right to submit a complaint to the Dutch Disputes Committee or to use the European ODR platform at ec.europa.eu/consumers/odr.

20SMS and Messaging Services

• This programme sends SMS messages, alerts and occasional marketing messages to customers who have opted in.
• You can opt out at any time by replying "STOP" to the relevant shortcode; you will receive a confirmation.
• For help, reply "HELP" or contact us at info@voicehelden.com.
• Carriers are not liable for delayed or undelivered messages.
• Message and data rates may apply; contact your carrier for details.
• For privacy questions please refer to our privacy policy.

21Force Majeure

We are not liable for failures resulting from circumstances beyond our reasonable control, including supplier outages, pandemics, war, government measures and serious technical failures.

22Termination

We may suspend or terminate your access to the Services (in whole or in part) if you breach these Terms. Upon termination, provisions that by their nature are intended to survive will remain in effect (such as liability, intellectual property and dispute resolution clauses).

23Governing Law and Disputes

These Terms are governed by Dutch law. Disputes will be submitted to the competent court in the Netherlands, unless the parties agree to another form of dispute resolution. If the parties choose arbitration, the arbitration rules and venue will be agreed in writing.

24General

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will not be affected. These Terms constitute the entire agreement between you and Dirivian B.V. in relation to the Services. Feedback, questions and notices can be directed to info@voicehelden.com.