Privacy Policy & Terms

1. Information We Collect

• Contact info (e.g., name, email, phone number, address)

• Business data for use in setting up your AI agent

• Communication content (calls, messages, chats) for training and quality assurance

• Analytics data through cookies and tracking tools

2. How We Use Data

• To provide and improve our AI communication tools

• For billing and account administration

• To analyze user behavior via Google Analytics and similar tools

• To enhance user experience and service personalization

3. Cookies & Analytics

• Our website uses cookies to optimize user experience and marketing.

• We collect anonymous usage data via Google Analytics, including page views, time on site, and source tracking.

• By using our site, you consent to this use of cookies. You can disable cookies in your browser settings.

4. Data Storage & Security

• All data is stored securely using modern encryption standards.

• We do not sell or share your data with third parties, except those required to fulfill core services (e.g., Twilio, OpenAI, ElevenLabs).

5. Contact & Opt-Out

You may contact us at admin@graitly.co to:

• Request data access or deletion

• Opt out of marketing communications

• Inquire about our data policies or platform usage

These policies are subject to change. Updates will be posted to our website and emailed to active subscribers.

© GRAiTLY Co. All rights reserved.

By activating services with GRAiTLY Co, you:

• Consent to the use of artificial intelligence for answering, transcribing, and replying to customer communications (phone, SMS, email, chat).

• Understand that your AI agent is trained based on your submitted data, FAQs, and business workflows.

• Acknowledge that while AI is highly accurate, it may not perfectly represent legal, medical, or sensitive advice and should be reviewed for compliance.

• Agree that all inbound and outbound calls may be recorded or transcribed for training, QA, and analytics purposes.

AI Agent Service Plan Policy

1. Subscription & Commitment Terms

• Service Model: All services are provided on a month-to-month subscription basis unless otherwise specified in a signed Service Order.

• Commitment for Waived Fees: If a promotional code or coupon is applied to waive the Initial Setup Fee, the Client agrees to a six (6) month minimum commitment. Cancellation prior to the end of this term will result in an immediate "Clawback Charge" equal to the value of the original waived Setup Fee.

• Cancellation: Standard month-to-month plans require 30 days’ written notice for termination.

2. Plan Tiers & Usage Limits

• Basic Tier (Web Chat): Includes a maximum of 10,000 text messages per billing cycle. This total is aggregate, including both user inputs and AI Agent responses.

• Voice Activation: Voice communication is an optional add-on for the Basic Tier and includes 30 voice minutes per month.

• Usage Top-Ups: Clients may purchase additional "Minute Packages" through the Graitly online store. These minutes are added to the account balance and do not expire as long as a base subscription remains active.

• Monitoring: Graitly reserves the right to throttle or pause services if usage exceeds plan limits without an active top-up package.

3. Standard Setup & Training Scope

• Included Services: The standard setup fee covers the "Basic Training" of the AI Agent using publicly available data from the Client’s website, including hours of operation, location, and general FAQs.

• Knowledge Base: Setup includes the ingestion of core business details to ensure accurate responses to standard inquiries.

• Advanced Scoping: Training involving complex scripts, medical procedure explanations, or deep data analysis is considered "Advanced Scoping" and requires a custom quote based on a formal Statement of Work.

4. Appointments & Systems Integration

• Booking Requirements: AI-led booking requires the Client to have an active account with a supported provider. Supported platforms include: Calendly, Cal.com, Google Calendar, Microsoft Outlook, Jotform, and major CRMs (Salesforce, HubSpot, Zoho).

• Integration Limits: Standard setup does not include the creation of booking accounts for the client.

• Custom Integration: Integration with proprietary Dental Practice Management Systems (PMS), niche EHRs, or custom database "read/write" functions for customer account data requires a custom quote and technical scoping.

5. Healthcare Privacy & Compliance (PIPEDA)

• Regulatory Standard: Solutions designed to handle Personal Health Information (PHI) must be identified during the scoping phase to ensure compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation (e.g., PHIPA, PIPA).

• Compliance Services: Standard "Basic" setups are not configured for PHI handling. Advanced Scoping for healthcare clients includes:
  Data Residency: Configuration for AI processing within Canadian borders where required.
  Consent Management: Implementation of "Meaningful Consent" scripts to log patient authorization.
  Safeguards: Enhanced encryption and access logging for audit purposes.

6. Outbound & Agent Rebuilds

• Modifications: Significant changes to an Agent’s core logic or "Call Reason" for outbound campaigns after the initial launch are subject to an Agent Rebuild Fee.

• Phone Numbers: Each unique Agent (Inbound or Outbound) requires a dedicated phone number. Number rental fees and telephony carrier charges are billed as part of the monthly service or usage package.

7. Call Tracking & Softphone

• Marketing attribution, call tracking, and Workspace Softphone seats are available as optional monthly add-ons and are governed by the same month-to-month terms as the base subscription.

1. Acceptance of Terms 

By accessing or subscribing to the services provided by GRaiTLY Co ("the Company"), the Client agrees to be bound by these Terms of Service. These terms govern all AI call agent operations, including inbound/outbound voice handling, automated messaging, and customer engagement tools.

2. Service Model and Activation

• Foundation Subscription: A mandatory monthly recurring fee is required to maintain the active status of the AI ecosystem, inclusive of basic training and the web chat interface.

• One-Time Setup Fee: A non-refundable fee of $299 is assessed at commencement to cover custom knowledge-base engineering and brand alignment.

• Perpetual Minute Bank: Usage is billed via minute packages that do not expire monthly. These credits remain on the Client’s account until consumed by inbound or outbound activities.

3. Operational Procedures

• Outbound Engagements: For projects such as maintenance reminders or lead nurturing, the Client shall securely provide contact data (e.g., via CSV or Google Sheets).

• Inbound Routing: Clients must forward existing business lines to a designated secondary number provided by the Company.

• Lead Handoff: The AI is programmed to address complex inquiries and, where applicable, execute live transfers to Client personnel or initiate SMS notifications for immediate callback.

• Oversight: All interactions are recorded and transcribed, with logs accessible via the Client’s dashboard for quality assurance and reporting.

4. Performance and Timeline

• Implementation: The Company targets a 15-business-day launch timeline, contingent upon timely Client provision of brand assets and call flow approvals.

• Default Configuration: Should the Client fail to provide feedback within 30 days, the Company reserves the right to deploy an industry-standard template to ensure service continuity.

5. Financial Terms

• Cancellation: A 30-day written notice is required to terminate the monthly GRaiTLY Core Subscription.

• Refund Policy: Setup fees are non-refundable once custom work begins. Minute purchases are non-refundable; unused credits remain available for use until the account is terminated but cannot be redeemed for cash or credit upon cancellation.

• Rate Adjustments: To account for evolving AI infrastructure costs, the Company reserves the right to adjust fees with a minimum of 30 days’ prior notice.

6. Compliance and Liability

The Client remains solely responsible for ensuring that all AI-driven communications comply with local, provincial, and federal regulations, including data privacy and telemarketing laws.