Terms of Service
General terms and conditions for using Koecall.ai
Last updated: June 01, 2025
Table of Contents
- 1. Definitions
- 2. Acceptance of Terms
- 3. Service Description
- 4. Registration and Account
- 5. Use of Service
- 6. Content You Send Us
- 7. Subscriptions and Payments
- 8. Trial Period
- 9. Caregiver Access
- 10. Intellectual Property
- 11. Limitation of Liability
- 12. Prohibited Uses
- 13. Suspension and Termination
- 14. Changes to Terms
- 15. Applicable Law
- 16. Contact Us
1. Definitions
- "Service": The Koecall.ai AI assistant, available by phone and on WhatsApp, and all related features
- "User": Natural person who uses the Service
- "Caregiver": Person authorized by the User to monitor conversations
- "Linked Person" / "Assisted Person": Person who receives the AI calls
- "Platform": The koecall.ai website and telephone infrastructure
- "Transcript": Text resulting from voice-to-text conversion of calls
- "Message Credit": The unit consumed by each message the User sends on the WhatsApp channel
- "Knowledge Base": Documents and website addresses the User optionally adds so the assistant can answer using that material
- "Provider": Galaxy Technology Solutions
2. Acceptance of Terms
By using the Koecall.ai Service, the User fully accepts these Terms of Service and the Privacy Policy. If you do not accept these terms, you may not use the Service.
At the time of registration, the User must provide explicit consent for:
- Processing of personal data
- Transcription of telephone conversations
- Storage of the messages exchanged on the WhatsApp channel
- Use of AI for conversation processing
3. Service Description
Koecall.ai is an artificial intelligence-based assistant that offers:
- Phone conversations with a personalized AI assistant
- Text conversations on WhatsApp with the same AI assistant
- Automatic user recognition via phone number
- Memory of previous conversations for a personalized experience
- Transcript and chat history accessible via web
- Reminder and appointment management, delivered via SMS or WhatsApp
- Access for caregivers/family members (if authorized)
- Proactive wellness check calls (Full & Premium plans only)
- Knowledge base: the assistant can answer using documents and websites added by the User
- Web search: the assistant can look up publicly available information when useful
- Scam protection: detection of common fraud patterns during conversations, with an alert to the caregiver
- Inbound calls: The User calls the Koecall.ai number
- Proactive calls (Full/Premium): The AI can call the user for wellness checks (optional, configurable)
- WhatsApp messages: The User writes to the Koecall.ai WhatsApp number and the same assistant replies in the chat
- The system identifies the User by the registered phone number
- The AI assistant responds in the User's preferred language
- The conversation is transcribed (not audio recorded) in real-time
- Transcripts are available in the web dashboard
3.1 Available AI Assistants
Koecall.ai offers localized assistants for each language. The same assistant answers both on the phone and on WhatsApp, keeping the same personality and the same conversation memory:
| Country | Language | Assistant |
|---|---|---|
| 🇮🇹 Italy | Italian | Isabella |
| 🇩🇪 Germany | German | Katja |
| 🇫🇷 France | French | Denise |
| 🇪🇸 Spain | Spanish | Elvira |
| 🇬🇧 United Kingdom | English (UK) | Sonia |
| 🇺🇸 United States | English (US) | Jenny |
4. Registration and Account
4.1 Requirements
- Minimum age: 18 years (or legal age in your country)
- Provide accurate and truthful information
- Have a valid phone number
- Accept these Terms and the Privacy Policy
4.2 Account Types
- Direct User: Person who uses the service for themselves
- Caregiver: Person who manages the service for others (e.g., family members)
4.3 Phone Verification
The phone number must be verified before making calls. Verification is done via SMS code.
4.4 Account Security
The User is responsible for the security of their credentials and must immediately notify any unauthorized access.
5. Use of Service
5.1 Calls
- Calls must be made from the registered number
- The service is available 24/7
- Conversations are transcribed and saved for history
- Call duration is deducted from the monthly minutes included in the plan (see section 7.5)
5.2 WhatsApp Channel
- Messages must be sent from the registered number to be recognised
- Messages do not consume voice call minutes: each message the User sends consumes one message credit
- A single message consumes one credit even when the assistant performs a web search or a knowledge base lookup to answer
- An active or trial subscription is required to use the channel as a registered user
- Unregistered numbers may try the assistant in demo mode, limited to 50 messages sent by the user. The demo allowance is granted once per phone number and is never reset
WhatsApp is operated by Meta, whose rules apply in addition to these Terms. Meta allows free-form replies only within 24 hours of the User's last message. Outside that window we can only send pre-approved message templates. For this reason, reminders and notifications may be delivered as a template or automatically fall back to SMS, so that a reminder is never lost.
5.3 Fair Use
The service is intended for reasonable personal use. We reserve the right to limit access in case of excessive or abusive use.
6. Content You Send Us
Some features let the User send free content: WhatsApp messages, photos and attachments, and knowledge base documents.
Sending sensitive content — such as medical reports, prescriptions, test results or health information — is never required to use Koecall.ai, and the Provider never asks for it. The service works without it.
- If the User decides to send such content, they do so on their own initiative and under their own responsibility
- The User warrants that they have the right to send the content, in particular when it concerns other people
- The User must not send payment card details, passwords, identity document numbers or bank credentials
- Content is processed only to answer the User, as described in the Privacy Policy
- The User may request deletion of any attachment or message at any time
6.1 Knowledge Base
- The User is solely responsible for the documents and websites added to the knowledge base, and warrants that they hold the necessary rights to use and share that material
- Content must not infringe third-party rights and must not be unlawful
- Content is used exclusively to let the assistant answer the questions of the assisted person
- The Provider may remove content that is manifestly unlawful or that violates these Terms
6.2 Accuracy of AI Answers
The assistant generates answers automatically and may, in some cases, produce inaccurate or incomplete information, including when it reports results from a web search or from the knowledge base. Answers must not be relied upon as professional advice of any kind. The User is responsible for verifying information that is relevant to important decisions.
7. Subscriptions and Payments
7.1 Monthly Plans
| Plan | Price | Minutes/Month | Features |
|---|---|---|---|
| SMS Only | €7.00/month | — | SMS reminders only, no voice calls |
| Small | €19.90/month | 180 minutes | Voice calls, AI assistant, appointment management |
| Full ⭐ | €34.90/month | 420 minutes | All Small features + 3 proactive calls/week (max 7 min each) |
| Premium | €54.90/month | 720 minutes | All Full features + 1 proactive call/day (max 7 min each) |
7.2 Annual Plans (Pay 11 months, get 12)
Annual subscriptions offer 1 month free — you pay for 11 months and receive 12 months of service.
| Plan | Annual Price | Effective Monthly | Savings |
|---|---|---|---|
| SMS Only | €77.00/year | €6.42/month | €7.00 (1 month free) |
| Small | €218.90/year | €18.24/month | €19.90 (1 month free) |
| Full | €383.90/year | €31.99/month | €34.90 (1 month free) |
| Premium | €603.90/year | €50.33/month | €54.90 (1 month free) |
7.3 Proactive Calls (Full & Premium only)
Full and Premium plans include proactive outbound calls where the AI assistant can call the user to check on their wellbeing:
- Full plan: Up to 3 proactive calls per week, max 7 minutes each
- Premium plan: Up to 1 proactive call per day (7/week), max 7 minutes each
- Proactive calls are optional and configured in AI Assistant Settings
- Call frequency, time slots, and purposes can be customized
- Outbound call minutes count toward plan minutes
7.4 Payments
- Payments are monthly or annual and in advance
- Accepted methods: credit/debit card via Stripe
- Renewal is automatic unless cancelled
- Prices include VAT
7.5 Minute Usage
- Monthly minute limits reset on the subscription renewal date
- Unused minutes do not roll over to the next month
- When minutes are exhausted, calls are suspended until renewal or plan upgrade
- SMS-only users receive reminders via SMS (no voice calls)
7.6 Message Credits
- Each message sent by the User on the WhatsApp channel consumes one message credit
- Replies from the assistant do not consume credits
- Message credits are included in the plan and reset on the subscription renewal date
- Unused credits do not roll over to the next month
- During the trial period a dedicated allowance of credits is available
- When credits are exhausted, the WhatsApp channel is suspended until renewal or plan upgrade; voice calls are not affected
7.7 Refunds
Refunds can be requested within 14 days of activation if the service has not been significantly used.
8. Trial Period
- 60 free minutes of voice calls
- A dedicated allowance of message credits for the WhatsApp channel
- Valid for up to 30 days from registration
- Full access to all features (except proactive calls)
- No credit card required to start
- Automatic expiration if subscription is not activated
- No purchase obligation
The trial is granted once per user. The Provider may refuse a new trial where there are indications that it is being used to circumvent this limit.
9. Caregiver Access
The service allows authorized family members or caregivers to:
- View call history
- Read conversation transcripts and WhatsApp chat history
- Receive activity notifications, proactive call summaries and missed call alerts
- Receive scam protection and wellbeing alerts
- Manage appointments and reminders
- Configure the assistant and its knowledge base
Caregiver access must be explicitly authorized by the assisted person or their legal guardian.
10. Intellectual Property
- The software, AI, and all Koecall.ai content are owned by Galaxy Technology Solutions
- The User retains ownership of their own conversations and of the content they upload
- Reproduction, distribution, or modification of the Service is prohibited
- The trademarks "Koecall.ai", "Mountain.AI" and related logos are registered
11. Limitation of Liability
11.1 Nature of Service
- A medical or emergency service
- A substitute for professional healthcare
- A medical monitoring service or a medical device
- An alarm or SOS system
- A source of medical, legal, financial or tax advice
In case of emergency, always contact emergency services (112 in Europe, 911 in the USA).
11.2 Health-Related Content
The assistant can store medication schedules and read documents the User chooses to send, but it does not verify, validate or interpret them from a clinical standpoint. Reminders are a convenience feature and must never be relied upon as the only means of managing a therapy. The Provider is not liable for a missed, late or incorrect reminder, nor for any decision taken on the basis of the assistant's answers. Always follow the instructions of your doctor or pharmacist.
11.3 Scam Protection
Scam protection is an additional support measure provided on a best-effort basis. It may fail to detect a fraud attempt, or flag a legitimate conversation as suspicious. It does not replace the User's own judgement, nor verification with their bank or with the competent authorities. The Provider gives no guarantee of detection and is not liable for any loss resulting from fraud.
11.4 Exclusions
The Provider is not liable for:
- Service interruptions due to force majeure
- Interruptions or delays attributable to third-party providers, including Meta/WhatsApp, telephone operators and SMS providers
- Errors in AI interpretation of conversations, documents or images
- Inaccurate or outdated information returned by web searches or by the knowledge base
- The content the User chooses to send or upload, and the consequences of sending it
- Data loss due to external causes
- Indirect or consequential damages
- Improper use of the service by the User
11.5 Liability Limit
The Provider's maximum liability is limited to the amount paid by the User in the 12 months preceding the event.
12. Prohibited Uses
It is expressly forbidden to:
- Use the service for illegal purposes
- Attempt to access other users' accounts
- Interfere with the operation of the service
- Use bots or automated systems for calls or messages
- Share credentials with unauthorized third parties
- Use the service for harassment or spam
- Upload unlawful content, or content relating to third parties without authorisation
- Use multiple numbers or accounts to circumvent trial or demo limits
- Attempt to extract or reverse-engineer the AI system
13. Suspension and Termination
13.1 By the User
The User can cancel the account at any time from the dashboard. Cancellation results in:
- Immediate termination of access to the service
- Deletion within 30 days of conversations, WhatsApp threads and attachments, appointments, assistant settings and knowledge base content (except legal obligations)
- No refund for periods already paid
13.2 By the Provider
We reserve the right to suspend or terminate the account in case of:
- Violation of these Terms
- Non-payment
- Fraudulent or abusive use
- Request from competent authorities
14. Changes to Terms
We reserve the right to modify these Terms. Changes will be communicated:
- Via email to the registered address
- Through a notice on the platform
- With at least 30 days notice for substantial changes
Continued use of the service after changes constitutes acceptance of the same.
15. Applicable Law and Jurisdiction
These Terms are governed by Italian law. For any dispute, the Court of Milan has jurisdiction, subject to mandatory consumer protection regulations.
For consumers residing in the EU, the ODR platform is available: https://ec.europa.eu/consumers/odr
16. Contact Us
For questions regarding the Terms of Service:
Email: sales@koecall.ai
Support: sales@koecall.ai
Website: www.koecall.ai