Terms & Conditions

• "Service" means the iConvo.AI conversational analytics platform, APIs, and related services.

• "Account" means the account created by a Client to access the Service.

• "Client Data" means call recordings, transcripts, and any other content uploaded to the Service by the Client.

• "Authorised User" means any individual permitted by the Client to access the Service under the Client's Account.

• "Subscription Plan" means the plan selected by the Client (Starter, Growth, Business, Professional, or Enterprise).

• "Confidential Information" means any non-public information disclosed by either party that is designated as confidential or that reasonably should be treated as confidential.

To use the Service, you must create an Account by providing accurate and complete information. You are responsible for:

• Maintaining the confidentiality of your login credentials

• All activities that occur under your Account

• Promptly notifying us of any unauthorised use of your Account at info@iconvo.ai

iConvo reserves the right to approve, decline, or revoke account registrations at its discretion, including during any manual approval period.

Plans

The Service is offered under the following Subscription Plans. Features and usage limits are as described on our pricing page:

• Starter —  up to 1,000 minutes/month

• Growth — up to 3,000 minutes/month

• Business — up to 10,000 minutes/month

• Professional — up to 25,000 minutes/month

• Enterprise — Custom pricing and terms

Annual plans are also available with pricing equivalent to 10 monthly payments for a 12-month subscription.

Free Trial

New Clients may be offered a 7-day free trial. No charge is made during the trial period. At the end of the trial, your selected Subscription Plan will automatically activate and billing will commence unless you cancel before the trial ends.

​

Usage Limits

Each plan includes a monthly minute allowance for call transcription and analysis. Usage resets at the start of each billing cycle. If you exceed your plan's allowance, additional processing will be suspended until the next billing cycle, or you may upgrade your plan. iConvo is not liable for any business impact arising from usage limit enforcement.

Charges

Subscription fees are charged in advance at the beginning of each billing period (monthly or annual) via the payment method on file. All prices are in EUR and exclusive of VAT. VAT may apply depending on your jurisdiction.

Payment Processing

Payments are processed by Stripe Inc. iConvo does not store credit card details. By providing payment information, you authorize us to charge the applicable fees.

​

Failed Payments

​If a payment fails, we will attempt to retry the charge. If payment remains outstanding after reasonable attempts, we may suspend or terminate your Account without liability. You remain responsible for all outstanding amounts.

​

Price Changes

​​iConvo reserves the right to change Subscription Plan pricing. We will provide at least 30 days' written notice of any price increase. Your continued use of the Service after the effective date of a price change constitutes acceptance.

Cancellation by Client

You may cancel your subscription at any time via the Account Settings > Billing portal. Cancellation takes effect at the end of the current billing period. No refunds are provided for the remaining period except as required by applicable law.

​

Termination by iConvo

iConvo may suspend or terminate your Account immediately without notice if:

• You breach these Terms and fail to remedy the breach within 7 days of notice

• You engage in activities that threaten the security or integrity of the Service

• We are required to do so by applicable law

• You fail to pay applicable fees

Effect of Termination

Upon termination, your access to the Service will cease. Client Data will be retained for 90 days after termination, during which you may request an export. After 90 days, all Client Data will be permanently deleted.

You agree not to use the Service to:

• Upload or process content that is illegal, defamatory, or infringes third-party intellectual property rights

• Record calls without proper consent from all parties where required by applicable law

• Attempt to gain unauthorised access to other Clients' data or to iConvo's systems

• Use the Service to develop competing products or to reverse-engineer the platform

• Transmit malware, viruses, or other harmful code

• Circumvent usage limits or access controls

• Use the Service for any purpose that violates applicable laws or regulations

iConvo reserves the right to investigate and take appropriate action, including suspension or termination of access, for any violation of this Acceptable Use Policy.

The Service is designed to assist with the analysis of call recordings. You are solely responsible for ensuring your use of call recordings complies with all applicable laws and regulations in your jurisdiction and the jurisdictions of any parties being recorded, including but not limited to:

​

• GDPR and applicable EU member state data protection laws

• Consent requirements for recording telephone conversations

• Sector-specific regulations (e.g. financial services, healthcare, telecommunications)

• UAE Telecommunications and Digital Government Regulatory Authority (TDRA) regulations where applicable

iConvo expressly disclaims any liability for your failure to obtain required consents or to comply with call recording laws. We recommend clearly informing callers that calls may be recorded for quality assurance purposes.

Your Data

You retain full ownership of all Client Data. iConvo does not claim any ownership rights over your data. By uploading Client Data, you grant iConvo a limited, non-exclusive licence to process that data solely for the purpose of providing the Service to you.

​

Data Processing

iConvo processes Client Data as a data processor on your behalf. Our Data Processing Addendum (DPA), which forms part of these Terms, sets out the specific obligations and responsibilities with respect to the processing of personal data. The DPA is available at www.iconvo.ai/dpa.

​

AI Processing

The Service uses third-party AI services (Deepgram for transcription, Anthropic Claude for analysis) to process Client Data. These services process data transiently and are bound by sub-processor agreements. Neither iConvo nor its AI providers will use your Client Data to train AI models.

iConvo IP

iConvo and its licensors retain all intellectual property rights in and to the Service, including all software, algorithms, models, interfaces, reports, and documentation. Nothing in these Terms grants you any rights to iConvo's intellectual property except the limited right to use the Service as described herein.

​

Feedback

If you provide feedback or suggestions about the Service, you grant iConvo a perpetual, irrevocable, royalty-free licence to use that feedback for any purpose without obligation to you.

Each party agrees to keep the other party's Confidential Information confidential and not to disclose it to any third party without prior written consent, except as required by law. Each party will use the other's Confidential Information only for the purposes of these Terms. This obligation survives termination of these Terms for a period of 3 years.

iConvo Warranties

iConvo warrants that: (a) the Service will perform materially in accordance with the documentation; (b) it will implement reasonable security measures; and (c) it will comply with applicable data protection laws in its role as a data processor.

​

Disclaimer

EXCEPT AS EXPRESSLY SET OUT ABOVE, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". iCONVO EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. iCONVO DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE.

AI-generated analysis, transcriptions, coaching suggestions, compliance assessments, and CSAT scores are provided for informational purposes only. They are not guaranteed to be accurate and should not be relied upon as the sole basis for business, legal, or regulatory decisions.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• iConvo's total aggregate liability to you for any claims arising under or in connection with these Terms shall not exceed the total fees paid by you to iConvo in the 12 months preceding the event giving rise to the claim.

• iConvo shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of goodwill, or business interruption, even if advised of the possibility of such damages.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

Availability

iConvo aims to provide a reliable service but does not guarantee specific uptime. We will use commercially reasonable efforts to maintain service availability and to provide advance notice of planned maintenance.

​

Support

Technical support is available via email at info@iconvo.ai. Enterprise plan Clients may have access to additional support channels as specified in their order.

iConvo reserves the right to modify, suspend, or discontinue any aspect of the Service at any time with reasonable notice where possible.

We may update these Terms from time to time. We will notify you of material changes by email or in-app notification at least 30 days before changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

These Terms are governed by the laws of Sweden, without regard to conflict of law principles.

Any dispute arising from or in connection with these Terms shall first be subject to good-faith negotiation between the parties. If not resolved within 30 days, disputes shall be referred to the Stockholm Chamber of Commerce (SCC) Arbitration Institute for final resolution by arbitration under the SCC Rules. The arbitration shall be conducted in English, seated in Stockholm, Sweden.

Notwithstanding the above, either party may seek injunctive or other equitable relief from a court of competent jurisdiction to prevent irreparable harm.

• Entire Agreement — These Terms, together with the Privacy Policy and DPA, constitute the entire agreement between the parties regarding the Service.

• Severability — If any provision is found unenforceable, the remaining provisions shall remain in full force.

• Waiver — Failure to enforce any provision shall not constitute a waiver of future enforcement rights.

• Assignment — You may not assign these Terms without iConvo's prior written consent. iConvo may assign these Terms to an affiliate or in connection with a merger or acquisition.

• Force Majeure — Neither party shall be liable for delays caused by circumstances beyond their reasonable control.

• Notices — Legal notices to iConvo must be sent to info@iconvo.ai with confirmation copy to sk@iconvo.ai.

For any questions about these Terms:

• Email: info@iconvo.ai

• Legal: sk@iconvo.ai

• Website: www.iconvo.ai

• Address: iConvo AB, Sweden