Terms of Service
Your contracting party: Good Point GmbH, Liechtensteinstrasse 63/10, 1090 Vienna, Austria. VAT: ATU80258169.
1. Scope and Subject Matter
1.1 Provider
Good Point Global LLC, 476 Riverside Ave, Ste 4, Jacksonville, FL 32202, USA (for international customers) / Good Point GmbH, Liechtensteinstrasse 63/10, 1090 Vienna, Austria (for DACH customers).
1.2 Subject
The Provider operates under the brand Hanc.AI a cloud-based Software-as-a-Service (SaaS) platform for AI-powered voice agents. The Platform enables businesses to deploy AI-based phone agents for appointment booking, reservation management, lead qualification, customer support, order and delivery inquiries, outbound communication, and information and routing services.
1.3 SaaS Model
The Customer does not acquire possession of or title to the software, but rather a contractual right to use the service in accordance with these Terms.
1.4 B2B Application
These Terms apply exclusively to businesses, commercial entities, and professionals acting in their business capacity. Consumers are excluded.
1.5 Scope
These Terms apply to all current and future business relationships. Deviating terms of the Customer are not accepted.
2. Contract Formation
2.1 Registration
The agreement is formed upon registration on the Platform and acceptance of these Terms. Registration requires complete and accurate business information.
2.2 Enterprise
Enterprise agreements may be formed through individual offer and acceptance. Individual agreement provisions take precedence.
2.3 Offers
Offers are non-binding unless expressly designated as binding. Binding offers valid for 4 weeks.
2.4 Electronic Communication
The Customer consents to electronic communication. Messages deemed received when sent to the email on file.
3. Scope of Services
3.1 Core Services
The Platform provides: (a) AI Voice Agent Platform with up to 24 specialized agent roles (customer-facing and employee-facing), (b) 7 standardized interaction patterns, (c) SIP/PSTN inbound and outbound telephony, (d) embeddable WebRTC voice widget, (e) administration and analytics dashboard, and (f) language support for up to 25 languages.
3.2 Third-Party Services
The Platform utilizes third-party services including Azure, LiveKit, Twilio, ElevenLabs, Cartesia, PostHog, HubSpot, Brevo, and Stripe.
3.3 Service Modifications
The Provider reserves the right to modify services with 30 days' notice, provided the modification does not materially reduce the core functionality.
4. Customer Obligations
4.1 Lawful Use
The Customer shall use the Platform exclusively for lawful business purposes and in compliance with all applicable laws.
4.2 Account Security
The Customer is responsible for maintaining the confidentiality of account credentials.
4.3 Accurate Information
The Customer shall provide accurate and current business information.
4.4 Caller Notification
The Customer is responsible for ensuring callers are informed they are interacting with an AI system, in accordance with applicable law (including EU AI Act Art. 50).
4.5 Prohibited Uses
The following are prohibited: spam calls, illegal content, circumventing rate limits, reverse engineering, and resale without an Agency plan.
5. Pricing
5.1 Per-Seat Model
The Platform is billed per seat (user) per month. Prices are net of applicable VAT. Annual billing is discounted by 15%. There is no seat minimum — the Customer pays only for the seats it occupies, and the subscription quantity adjusts as seats are added or removed.
5.2 Plans
Free (€0 — 1 seat, 1 bring-your-own number, €3 one-time AI credit), Starter (€15/seat/month), Pro (€29/seat/month, includes €10/month AI credit), Business (€49/seat/month, includes €25/month AI credit), Enterprise (custom).
5.3 Bring-Your-Own Carrier
Call minutes are provided by the Customer's own telephony carrier and paid directly to that carrier at wholesale rates. The Provider charges for the software and AI services, not for telephony minutes, and does not resell PSTN minutes.
5.4 AI Usage and Credit
Paid plans include a monthly AI credit (Pro €10, Business €25) and a fair-use allowance of live AI assistance during calls (Pro 300 minutes/seat, Business 600 minutes/seat). Live AI assistance beyond the fair-use allowance is billed at €0.05/minute. Autonomous AI agents are billed per minute from the shared AI wallet (€0.15 down to €0.12/minute). Included monthly AI credit does not carry over between billing cycles.
5.5 Additional Services
Managed phone number: €5/month. SMS is billed per message. These optional services are charged in addition to the per-seat subscription.
5.6 Price Changes
The Provider may adjust prices with 30 days' written notice. The Customer may terminate within 14 days of notification.
6. Payment Terms
6.1 Billing
Monthly plans are billed at the beginning of each billing cycle. Annual plans are billed upfront.
6.2 Payment Methods
Credit card, SEPA direct debit (EU), bank transfer (Enterprise only). All payments processed via Stripe.
6.3 Late Payment
If payment fails, the Provider will attempt collection 3 times over 7 days. After 7 days of failed payment, the account may be suspended.
6.4 Taxes
All prices are exclusive of applicable VAT, sales tax, or similar taxes. The Customer is responsible for all applicable taxes.
6.5 Invoices
Invoices are issued electronically and available in the dashboard.
7. Service Level Agreement
7.1 Availability
The Provider targets 99.9% monthly uptime for Business and Enterprise plans. Uptime is measured excluding scheduled maintenance windows.
7.2 Scheduled Maintenance
Maintenance windows: Sundays 02:00–06:00 CET, with 48 hours' advance notice.
7.3 Credits for Downtime
For Business and Enterprise plans: 99.0%–99.9% uptime yields 10% credit of monthly fee; 95.0%–99.0% yields 25% credit; below 95.0% yields 50% credit.
7.4 Exclusions
SLA credits do not apply to: (a) scheduled maintenance, (b) force majeure, (c) customer-caused issues, (d) third-party service outages beyond the Provider's control.
7.5 Credit Claims
Must be submitted within 30 days of the incident.
8. Intellectual Property
8.1 Provider IP
All intellectual property in the Platform, including software, AI models, algorithms, documentation, and trademarks, remains the exclusive property of the Provider.
8.2 Customer Content
The Customer retains all rights to its business data, agent configurations, and customer interaction data.
8.3 License
The Provider grants the Customer a non-exclusive, non-transferable, revocable license to use the Platform for the duration of the agreement.
8.4 Feedback
If the Customer provides feedback or suggestions, the Provider may use such feedback without obligation or compensation.
9. Data Protection and Processing
9.1 Privacy Policy
Data processing is governed by the Privacy Policy.
9.2 Data Processing Agreement
Where the Provider processes personal data on behalf of the Customer, a Data Processing Agreement (DPA) pursuant to Art. 28 GDPR applies. The DPA is available at hanc.ai/dpa/.
9.3 Customer Responsibility
The Customer is the data controller for all personal data of its end users processed through the Platform.
9.4 Sub-processors
A list of sub-processors is maintained in the Privacy Policy and updated with 30 days' advance notice.
10. Liability and Warranty
10.1 Warranty
The Platform is provided "as is" and "as available." The Provider does not warrant uninterrupted or error-free operation.
10.2 Limitation of Liability
The Provider's total liability under this agreement is limited to the fees paid by the Customer in the 12 months preceding the claim.
10.3 Exclusions
The Provider is not liable for: (a) indirect, incidental, or consequential damages, (b) loss of profit or data, (c) damages arising from Customer's misuse or non-compliance.
10.4 Force Majeure
Neither party is liable for failure to perform due to events beyond reasonable control.
10.5 AI Disclaimer
The AI voice agents are automated systems. The Provider does not guarantee the accuracy, completeness, or appropriateness of AI-generated responses. The Customer is responsible for monitoring and supervising agent interactions.
11. Term and Termination
11.1 Term
Monthly plans: indefinite, renewable monthly. Annual plans: 12-month term, auto-renewing.
11.2 Cancellation (Monthly)
Either party may cancel with effect at the end of the current billing cycle. No minimum commitment.
11.3 Cancellation (Annual)
Cancellation with 30 days' notice before the end of the 12-month term. Otherwise, auto-renews for another 12 months.
11.4 Termination for Cause
Either party may terminate immediately upon material breach if the breach is not cured within 14 days of written notice.
11.5 Refund Policy
Monthly: no refund for the current period. Annual: pro-rata refund for remaining months minus 10% early termination fee.
11.6 Data Export
Upon termination, the Customer has 30 days to export its data. After 30 days, data is permanently deleted.
11.7 Surviving Provisions
Sections on liability, intellectual property, data protection, and governing law survive termination.
12. Governing Law and Jurisdiction
12.1 Governing Law
These Terms are governed by the laws of the State of Florida, USA, without regard to conflict of law provisions.
12.2 Jurisdiction
Any disputes shall be resolved exclusively in the state or federal courts located in Duval County, Florida.
12.3 Arbitration
For Enterprise customers, disputes may be resolved through binding arbitration under the rules of the American Arbitration Association.