Terms of Service

1. Scope and acceptance

• These Terms, the Ravoqen Data Processing Agreement (“DPA”) and the order details shown at checkout form the agreement between you and Ravoqen (the “Agreement”). The DPA forms an integral part of the Agreement wherever we process personal data on your behalf.
• You accept the Agreement when you create a Ravoqen account for your business or purchase a subscription, by ticking the acceptance box. We record the version you accepted, the date and the user who accepted it.
• Visiting ravoqen.com, listening to a demo or requesting a demo does not by itself make you a party to these Terms; that use is governed by our Privacy Policy and Cookie Policy.
• The person accepting must be at least 18 years old and authorised to bind the business.

2. Definitions

• Service: the Ravoqen AI assistant (voice, website chat, WhatsApp, Instagram, Facebook Messenger, email and outbound features), the dashboard, mobile apps and related support.
• Customer Data: data you or your end customers submit to the Service, including call audio, transcripts, messages, contact and appointment details, and knowledge-base content.
• AI Output: responses, summaries, classifications and other content generated by the Service.
• Authorised Users: your employees and contractors whom you give access to your account.

3. The Service and third-party providers

The Service answers calls and messages on your behalf, captures leads, books appointments and presents conversations in a dashboard. It relies on third-party infrastructure and service providers, including cloud hosting, telecommunications, messaging platforms, AI infrastructure, payment services and calendar systems. Some features depend on the availability, rules and approval processes of those platforms (for example Meta for WhatsApp, Instagram and Messenger, or telecom regulators for phone numbers), and may change or become unavailable when those platforms change.

4. Plans, integration fee and payment

• Monthly plans are billed monthly in advance. When you buy a monthly plan you choose: (a) pay the first 2 months upfront, with integration at €0; or (b) pay a one-time integration fee of €999 together with the first month. Annual plans (12 months paid upfront) include integration at €0.
• Under option (a) the first 2 months are an initial minimum term paid in advance; the subscription then continues month to month. Under option (b) the subscription renews monthly from the payment date. Subscriptions renew automatically until cancelled.
• Prices exclude VAT. You must provide your company name and, where available, your VAT or tax number. For EU businesses with a valid VAT number the reverse charge applies. Payments are processed by our payment provider, which issues receipts and invoices.

5. Included usage and automatic top-up

• Each plan includes a monthly allowance of voice minutes and, where applicable, SMS for each billing cycle.
• Automatic top-up is switched on by default. When the included voice minutes of the current billing cycle are used up, we charge a 100-minute pack (€35) to your saved payment method; when that pack is used up, a 300-minute pack (€105); then a 750-minute pack (€262.50) (€0.35 per minute). When included SMS are used up, a pack of 100 SMS (€29) is charged. Each pack is charged as a separate invoice when it is activated.
• At most 3 automatic packs of each kind (minutes, SMS) per billing cycle are charged. Once that limit is reached, or if automatic top-up is switched off, nothing further is charged automatically: the Service continues, we notify the account owner and admins in the dashboard and by email, and you may buy additional packs manually in Billing.
• Owners and admins can switch automatic top-up on or off at any time in Billing; the change applies to future packs.
• Packs are valid for the billing cycle in which they are activated. Unused minutes or SMS expire at the end of that cycle and are not refunded or credited, except where required by law.
• Outbound credit packs are purchased separately, are valid for 12 months from purchase and are not refundable.

6. Cancellation and refunds

• You can cancel at any time in the dashboard or by writing to contact@ravoqen.com. Cancellation takes effect at the end of the current paid period. Under option (a), cancellation during the initial 2-month term takes effect at the end of that term.
• The 2 prepaid months under option (a) and the €999 integration fee under option (b), once the service has been activated, are non-refundable. Fees already paid are not refunded on cancellation, except where required by law or expressly agreed in writing.

7. Your responsibilities

As a business using the Service, you are responsible for:

• the lawful use of Customer Data and an appropriate lawful basis for processing it;
• your own privacy notices to callers, leads and end customers, and obtaining consent where required;
• compliance with the rules of your industry and profession;
• the lawfulness of your communications, including outbound calls and messages (section 11);
• the lawfulness and accuracy of the knowledge-base content, prices, opening hours and other business information you supply to the AI, and keeping it up to date;
• call-recording compliance (section 10);
• the security of your account credentials and the activity of your Authorised Users.

These responsibilities do not reduce the obligations that the law places on Ravoqen itself.

8. Acceptable use

You must not use the Service to send spam or deceptive, harassing, discriminatory or illegal communications; to impersonate a person or business; to break the rules of WhatsApp, Meta or any telecom carrier; to infringe third-party rights; or to attempt to circumvent the Service’s security, usage limits or AI-transparency features.

9. AI transparency and AI output

• The Service interacts with natural persons. By default it tells people at the beginning of an interaction that they are communicating with an AI assistant (for example: “Hello, you are speaking with the AI assistant of [Business Name]”), in the language of the interaction, and identifies chat channels as an “AI Assistant”. You may adapt the wording to local requirements but must not remove or intentionally disable a disclosure that the law requires.
• AI Output can occasionally be inaccurate, incomplete or out of date. You must keep the source information accurate and must not rely solely on AI Output for professional, medical, legal, financial or other high-impact decisions where human review is appropriate.

10. Call recording

Rules on recording calls differ between countries and sectors; some require a notice, some require consent, some restrict recording altogether. You are responsible for ensuring that your use of call recording complies with the law that applies to you and your callers. The Service provides settings to switch recording on or off per assistant and to add a recording notice to the greeting; you choose the configuration appropriate for your jurisdiction. No single configuration is valid in every country.

11. Outbound communications

If you use outbound calling, SMS or messaging features, you are responsible for ensuring that every contact list and campaign complies with applicable law, including:

• lawfully obtained contact lists and documentation of their source;
• marketing consent where required, or a documented legitimate interest where the law allows it;
• national telemarketing and ePrivacy rules and automated-calling restrictions;
• do-not-call registers, your own suppression lists and immediate handling of opt-outs;
• permitted calling hours, and accurate caller identification;
• no spam, no deceptive or misleading communications.

We may suspend, pause or refuse a campaign or number where there is reasonable evidence of unlawful or abusive use, or a complaint from a carrier, platform or authority.

12. Healthcare and special categories of data

• The standard configuration for healthcare and wellness businesses asks only for what is needed to book: name, contact details, appointment type or general category, and preferred date and practitioner. It is designed not to ask for diagnoses, detailed symptoms, test results, medication or treatment history. Callers may nevertheless volunteer such information.
• Any processing of special categories of personal data must be expressly agreed with Ravoqen and may only be enabled where you have established an applicable lawful basis under Article 6 GDPR and a valid condition under Article 9(2) GDPR. Such processing is also subject to the DPA and appropriate technical and organisational safeguards.
• Ravoqen is not an emergency service and must not be used as a substitute for emergency medical services. Healthcare customers must configure appropriate emergency instructions (for example to call 112).

13. Customer Data and data protection

• You keep ownership of Customer Data and of the content you upload. You grant us a non-exclusive licence to use it only to provide, secure and support the Service for you.
• For personal data processed through Ravoqen on your behalf, you act as data controller and SYNTRANOVA AL LTD acts as data processor under the DPA. For our own website, account, billing, support and sales activities, SYNTRANOVA AL LTD is the controller, as described in the Privacy Policy.

14. Confidentiality

• Each party keeps the other’s non-public information confidential and uses it only for the Agreement.
• Detailed information concerning Ravoqen’s subprocessors, infrastructure providers and processing chain is confidential business information and is made available to Customer solely for compliance, due-diligence and contractual purposes.
• Customer shall not disclose such information to third parties except where reasonably necessary to comply with applicable law, regulatory requirements, data-protection obligations, a valid data-subject request, or the requirements of a competent authority. Nothing in these Terms prevents either party from making a disclosure required by law or by a competent authority.

15. Suspension

We may suspend all or part of the Service if you materially breach the Agreement, fail to pay after reminder, or put the platform, other customers or third parties at risk. Where reasonable we will notify you in advance and restore the Service once the cause is resolved.

16. Termination and Customer Data

Upon termination or expiry of the Service, you may export Customer Data from the dashboard, or ask us to provide an export, during 30 days. Thereafter Ravoqen will delete or return Customer Data in accordance with your documented instructions and the DPA, unless applicable law requires continued storage. Deletion from active systems happens after the export period; copies in encrypted backups are overwritten as the backups expire, within at most 6 months. Invoices and accounting records are kept for the period required by law.

17. Availability and warranties

We aim for high availability, but the Service is provided “as is” and “as available”. We do not warrant that every call or message will be answered or handled perfectly, or that the Service will be uninterrupted. We are not responsible for outages caused by telecom carriers, messaging platforms, AI providers or other events outside our reasonable control.

18. Liability

To the maximum extent permitted by law, our aggregate liability arising out of or in connection with the Agreement is limited to the fees you paid for the Service in the 12 months before the event giving rise to the claim, and neither party is liable for indirect or consequential loss, loss of profit or loss of business. These limitations do not apply to liability that cannot be limited or excluded under applicable law.

19. Changes

We may update these Terms or the DPA. We will notify material changes by email to the account owner at least 14 days before they take effect. If you do not agree, you may cancel before the change takes effect.

20. Governing law

These Terms are governed by the laws of the Republic of Cyprus. Disputes shall be submitted to the competent courts of the Republic of Cyprus, without prejudice to any mandatory rules of law.

21. Contact

Questions about these Terms: contact@ravoqen.com.

Operator. Ravoqen is a brand operated by SYNTRANOVA AL LTD · Nikis 1, Anthoupoli, 2350 Nicosia, Cyprus · Company registration no. HE 485824 (Registrar of Companies, Cyprus) · VAT CY60296296V · contact@ravoqen.com