Terms of service

1. Who these terms are between

These Terms are between you, the business that opens an account, and Praxli, operated by Prashant Thakur, operator of the AI phone receptionist at praxli.ai and in the Praxli app. By creating an account or connecting a number, you accept them. If a separate signed agreement exists, it controls where it conflicts.

2. What the service does

Praxli answers inbound calls to a number you connect, holds a spoken conversation using automated speech recognition, a language model and speech synthesis, and, as you configure it, captures the caller's details, books and confirms a reservation or appointment in its own booking log, takes a pickup or delivery order, answers from a knowledge base you supply, passes the call to a human number you nominate, and sends you a summary. It keeps bookings in its own log and does not write into a third-party reservation system or POS. It is a software product, not a telecoms carrier, a staffed answering service, or a source of professional advice.

3. Your responsibilities

• Keep your account and business information accurate, the AI repeats the hours, prices and policies you give it.
• You are responsible for everything done under your credentials, and for telling callers whatever your state's law requires (see §4).
• Use Praxli for inbound calls to your own published number, not to place calls that break the TCPA, state telemarketing law or do-not-call rules.

4. Call recording, disclosure, and consent

Read this before your first live call. The service can record call audio and always produces a transcript. Federal law and most states allow recording with one party's consent; a number of states, including California, Washington, Florida, Illinois, Maryland, Massachusetts and others, require all parties to consent, and the rules change. As between you and us, you are the party who must obtain consent; you decide which numbers connect, which states your callers are in, and what they are told.

By default the receptionist speaks a disclosure before the conversation, it is on, not empty. Unless you give your own wording, it speaks our standard sentence: “Just so you know, this call is recorded and analyzed to help us serve you better.” You may change the wording but not set it to nothing while recording. A separate AI disclosure (“Just so you know, you're speaking with an AI assistant.”) is on by default and we recommend leaving it on. Changing these settings is operator-assisted today, ask us and we set it on your account.

You agree to configure these before taking live calls and to keep them aligned with the law that applies to you.

5. What the AI can and cannot do

It uses statistical models and will sometimes mishear, mis-transcribe a name, or answer something it should have escalated. Accordingly: a human transfer number is mandatory and the product will not go live without one; its output is not professional advice and it must not be used for legal, financial, emergency or other safety-critical purposes, and it cannot dial 911; when a question has no knowledge-base match it says it is not sure and offers to follow up rather than inventing an answer, and escalates to a person after repeated no-progress turns; and you should review summaries, bookings and messages rather than acting on them unread.

6. Your data

You own the call audio, transcripts, summaries, contact records and knowledge-base content you put in. You grant us a license to host and process it only to provide, secure and support the service for you. We do not use your call content to train Praxli's models and we do not sell it. The providers that process call content are listed by category in the Privacy policy.

7. Availability and the absence of an SLA

We do not offer an uptime service-level agreement, an availability percentage, or service credits, we say so plainly rather than promise what we cannot yet measure. We aim to keep the service up, will tell you about incidents that affect your calls, and support you by email during US business hours. We do not guarantee that calls will always connect or that caller ID will be accurate; carrier faults and spam-labelling by third parties are outside our control.

8. Security posture

We encrypt data in transit, isolate each customer's data by tenant, keep an audit log, and require authentication on every API. What we do not have today: a SOC 2 report, an ISO 27001 certification, a third-party penetration-test report, a HIPAA Business Associate Agreement (do not put protected health information in), and PCI scope (do not route cardholder data through the service). We will not describe any of these as “in progress” to imply they exist.

9. Fees and taxes

Praxli is $30 per restaurant location per month, billed monthly. Any usage limits are agreed on the call and in writing before you start. You can cancel at any time by turning off your call forwarding, and prices may change on 30 days' notice for the following billing period.

Fees are billed in advance for each billing period and are non-refundable except where the law requires. Taxes are yours other than taxes on our income.

10. Term, cancellation, export, and deletion

You may cancel at any time; cancellation takes effect at the end of the current billing period, and turning off your call forwarding returns your phone to how it rang before. On termination your data stays available for export for 30 days; after that we delete it from live systems within 30 days and from backups within a further 90, except where law requires us to keep it.

11. Disclaimers, liability, and governing law

The service is provided “as is”. To the maximum extent the law allows we disclaim implied warranties and are not liable for indirect or consequential loss; each party's aggregate liability is capped at the fees you paid us in the prior twelve months, or US$100 if you have paid nothing. These Terms are governed by the laws of Delaware. We may update them with at least 30 days' notice for material changes. Legal notices: hello@praxli.ai.