Terms of service

Who we are and what these terms cover

polite.ai is a service of Aplisay Ltd (“Aplisay”, “we”, “us”). These terms govern your access to and use of the polite.ai platform — the website, dashboard, APIs and telephony services that let you build and run AI voice agents. By creating an account or using the service you agree to these terms and to our privacy policy.

You can reach us at hello@aplisay.uk.

Beta status

polite.ai is currently in private beta. Access is by invitation, features may change or be withdrawn as the service develops, and we do not yet offer availability commitments or service-level agreements. We work hard to keep the service reliable, but you should not yet rely on it as your only route for critical communications.

Accounts and organisations

The service is provided for business use. Accounts belong to an organisation; the person who creates the organisation is its owner and can invite further members with different permission levels. You are responsible for the people you add, for keeping credentials secure, and for everything done under your organisation’s account.

Information you give us when requesting an invite or setting up an account must be accurate. We may decline, suspend or revoke access during the beta at our reasonable discretion.

Billing, trials and credit

Prices are set out on our pricing page and, once you have an account, on the rate card in your dashboard. All prices exclude VAT, which is shown at checkout. Calls and platform usage draw down prepaid calling credit at your plan’s per-minute rate; when your balance reaches zero, calls stop — the service is prepaid and you will not run up a negative balance.

• Trial. New organisations may start a 30-day Pro trial that includes promotional calling credit. A payment card is required to start the trial, but nothing is charged until the trial ends. If you cancel during the trial you pay nothing; any unused promotional credit lapses when the trial is cancelled or lapses.
• Subscriptions. Paid plans renew monthly through our payment provider, Stripe, until cancelled. You can cancel at any time; the plan runs to the end of the period already paid for. There is no minimum term.
• Top-ups. Pay-as-you-go credit can be added manually or by optional automatic top-up. Credit is a prepayment for service usage, not a deposit; except where the law requires otherwise, unused credit is not redeemable for cash.

We may change prices with reasonable notice; changes take effect at your next renewal or top-up, never retrospectively.

Phone numbers and telephony

Phone numbers are allocated through our carrier partners and remain subject to the carrier’s terms and applicable numbering rules (including Ofcom’s). Numbers attached to your organisation are yours to use while your account is in good standing; when you delete a number or close your account the number is released back to the carrier.

polite.ai is not a telephone replacement service and does not support emergency calls (999/112). You must maintain conventional means of calling the emergency services.

Acceptable use

You agree not to use the service to:

• break the law, or infringe anyone else’s rights;
• make unsolicited marketing calls or messages in breach of the Privacy and Electronic Communications Regulations, Ofcom’s persistent-misuse rules or equivalent laws;
• deceive people about who (or what) they are speaking to — where the law or good practice requires it, your agents must disclose that they are automated;
• harass, defraud, impersonate or harm others;
• probe, overload or disrupt the service, or attempt to access other customers’ data.

We may suspend or terminate access for serious or repeated breaches of this section. We apply anti-abuse rate limits to protect the platform and its users.

Call recording and consent

Call recording and transcription are optional features under your control. You are responsible for using them lawfully — including giving any notices and obtaining any consents required where you or your callers are located. Recordings are encrypted at rest; depending on configuration you may hold the decryption key yourself.

Your agents and your data

You own your agent definitions, prompts, and the data your agents handle (including call logs, transcripts and recordings). You grant us the licence needed to host, process and transmit that content solely to operate and support the service. Our handling of personal data is described in the privacy policy.

You can export your agent configurations and call data through the dashboard and the API at any time.

Open source

The core agent platform behind polite.ai is open-source software, published under the MIT licence at github.com/aplisay/llm-agent. These terms govern the hosted polite.ai service; your use of the open-source code itself is governed by its licence.

Third-party services

The service uses third-party providers — including language-model providers, speech services, telephony carriers and Stripe for payments — to deliver its features. We choose and integrate these providers carefully, but we are not responsible for their acts or omissions beyond our reasonable control.

Liability

Nothing in these terms excludes or limits liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, or for fraud.

Subject to that: we are not liable for indirect or consequential losses, loss of profit, revenue, data or goodwill; and our total aggregate liability arising out of or in connection with the service in any 12-month period is limited to the fees you paid us in that period. The service is provided “as is” during the beta.

Suspension and termination

You can close your account at any time. We may suspend or terminate the service for material breach of these terms, for non-payment, where we are required to by law or a carrier, or — during the beta — with reasonable notice as the service evolves.

On closure, your numbers are released, subscriptions stop at the end of the paid period, and data is deleted or returned in line with the privacy policy.

Changes to these terms

We may update these terms from time to time. If a change is material we will give you reasonable notice by email or through the dashboard before it takes effect. Continuing to use the service after a change takes effect means you accept the updated terms.

Governing law

These terms are governed by and construed in accordance with the laws of the United Kingdom, without regard to its conflict of law principles.