Terms of service

1. Scope

These general terms of service govern access to and use of the AI voice reception service "Agent IA Vocal" (the "Service") provided by Agent IA Vocal inc., 3295 rue Dubé, Quebec City (QC) G1M 3T3, Canada.

By activating your account, you accept these terms on behalf of your dental practice. If you do not accept these terms, you may not use the Service.

2. Commitment and billing

• No minimum term. Cancel anytime from your dashboard.
• Monthly billing in CAD via Stripe, on your subscription anniversary date.
• Cancellation: effective at the end of the current billing cycle. No prorated refund for already-billed months.
• Overage minutes: minutes beyond your plan are billed at the rate shown in your dashboard.
• Price changes: notified by email 30 days in advance.

3. Service level

Target availability is 99.9% on a monthly basis (excluding scheduled maintenance).

• Incident ≥ 60 consecutive minutes affecting call handling: automatic prorated credit on the next invoice.
• Scheduled maintenance: notified 48 h in advance, performed off-peak (nights or weekends).
• Real-time status: available at status.agentiavocal.ca.

Service credit is the sole remedy available for failure to meet the service level.

4. Acceptable use

The Service is strictly reserved for inbound patient call reception in Canadian dental practices. Expressly prohibited:

• Any use for telemarketing or unsolicited outbound prospecting.
• Processing calls for third parties not affiliated with your practice without written agreement.
• Any attempt to circumvent the Service's technical or security limits.
• Using the Service to provide medical or dental diagnoses.
• Any activity contrary to Canadian or provincial laws, or the professional ethics rules of your provincial dental regulatory body.

Any violation results in immediate account termination without refund.

5. Liability

Sophie provides no medical or dental diagnosis. Clinical information shared by a patient is forwarded to your human team; no autonomous clinical decision is made by the Service.

• Our total liability, for any cause, is capped at amounts paid for the Service in the last 12 months.
• We are not liable for indirect losses, lost revenue, lost data, or lost business opportunities.
• You are responsible for the accuracy of information provided to Sophie (schedules, protocols, emergency numbers).

6. Data

See the full privacy policy.

• You retain full ownership of your patient data.
• We act as a processor under Canada's PIPEDA and, where applicable, Quebec Law 25.
• Upon termination, your data is exportable on request for 30 days, then permanently deleted.

7. Intellectual property

• The Service, its source code, voice models, interface, and brand belong exclusively to Agent IA Vocal inc.
• You receive a non-exclusive, non-transferable licence to use the Service during your subscription.
• Your data, transcripts, and recordings belong to you.
• You grant Agent IA Vocal a limited licence to process your data solely for Service delivery purposes.

8. Support

• Email support: support@agentiavocal.ca — response within 4 business hours.
• Phone support: +1 (418) 931-7712, Monday to Friday, 8 a.m.–6 p.m. ET.
• Technical emergencies (Sophie stops responding): priority 24/7 line for Enterprise subscribers.
• Documentation and configuration guides are accessible from your dashboard.

9. Termination

By you: cancel freely at any time from the dashboard. The Service remains active until the end of the billing cycle.

By us: we reserve the right to terminate or suspend your account in the event of:

• Violation of acceptable use (section 4).
• Non-payment after two failed billing attempts.
• Fraudulent or unlawful activity.

If we terminate without fault on your part, you receive a prorated refund for unused days.

10. Governing law

These terms are governed by the laws of the Province of Quebec and applicable Canadian federal laws.

Any dispute is subject to the exclusive jurisdiction of the Superior Court of Quebec, Quebec City district, except claims before a small claims court.

Before any legal proceedings, the parties agree to attempt good-faith resolution within 30 days of written notice of the dispute.