Customer Service Agreement

Last updated: September 19, 2026

This Customer Service Agreement (“Agreement”) is between the business operating under the name Aszeal (“Aszeal,” “we,” “us”) and the business or organization that purchases or uses a paid Aszeal service (“Customer,” “you”).

1. Agreement and Order

This Agreement applies when Customer subscribes through an Aszeal checkout, accepts an order, or otherwise purchases the service.

The applicable pricing page, checkout, quote or order identifies the selected plan and price. If an individually signed order conflicts with this Agreement, the individually signed order controls for that conflict.

2. Service

Aszeal provides AI-assisted telephone and messaging services configured for home-service businesses.

Depending on Customer’s plan and setup, the service may:

• answer calls using an AI-generated voice;
• answer FAQs using information Customer provides;
• collect caller details and service-request information;
• check calendar availability;
• create appointment requests or calendar events;
• provide lead alerts by email;
• send confirmation or dispatch messages;
• handle rescheduling;
• transfer calls where configured; and
• for eligible plans, send NovaFlow appointment reminders, review requests, follow-ups and reactivation messages.

The pricing page and order describe the features included in a particular plan.

Aszeal does not promise any feature not shown in the applicable order, pricing page or written statement of work.

3. Onboarding

Customer will reasonably cooperate with onboarding.

Aszeal’s intended onboarding process is:

1. the sales/onboarding team reviews Customer’s services, locations, business hours, FAQs, pricing guidance, escalation rules and call-handling preferences;
2. Aszeal configures an AI assistant for Customer;
3. Customer connects or authorizes the relevant Google Calendar, where calendar booking is included;
4. Aszeal provides a dedicated telephony destination/number or other forwarding instructions;
5. Customer configures conditional call forwarding with its current telephone provider, unless another telephony arrangement has been agreed;
6. Aszeal and Customer test the call flow, transfer path, calendar and lead notifications; and
7. Customer approves the configured launch.

Onboarding time depends on Customer responsiveness, carrier settings, integrations, messaging registration and testing. No “live in minutes” promise is made.

4. Call Forwarding and Customer Telephone System

Unless Customer ports its primary number to an agreed provider, Customer remains responsible for its existing business telephone number, carrier and call-forwarding configuration.

Customer must:

• configure the forwarding rules required for the chosen service;
• maintain its carrier account;
• keep fallback/transfer numbers current;
• tell Aszeal before changing carriers or telephone numbers; and
• test changes that could affect routing.

Aszeal is not responsible for missed calls caused by Customer’s carrier, device, forwarding configuration, local outage or an incorrect number supplied by Customer, except to the extent caused by Aszeal’s own failure.

5. Customer Information and Instructions

Customer is responsible for the accuracy and legality of the information it gives Aszeal, including:

• business name;
• service area;
• prices or pricing guidance;
• services offered;
• emergency and safety instructions;
• appointment availability;
• escalation rules;
• refund/cancellation rules for Customer’s own end customers; and
• scripts or statements Customer asks the AI to use.

Customer must promptly update information that becomes inaccurate.

6. Plans and Fees

Fees are in Canadian dollars unless an order says otherwise. Applicable taxes are extra.

Starter is currently $559 CAD per month and includes 1,000 AI call minutes per billing period. If Customer elects continued AI answering beyond the allowance, additional minutes are currently $0.65 CAD per minute and are manually invoiced. If continued overage answering is not enabled, the configured fallback may be used when the included allowance is reached.

Pro is currently $1,797 CAD per month and includes the features described on the pricing page, including NovaFlow. “Unlimited” call minutes are subject to lawful use, anti-abuse controls and any clearly disclosed extraordinary-use limitation needed to protect the service.

Custom plans are priced by quote.

Aszeal may prospectively change pricing on reasonable advance notice. Customer may cancel before an increase takes effect.

7. Billing, Renewal and Late Payment

Monthly plans renew automatically each month until cancelled.

Customer authorizes Stripe to charge the recurring fee and applicable taxes. Usage-based overage may be invoiced separately.

Customer must keep payment information current.

If an amount is overdue, Aszeal may send payment reminders, retry payment, suspend affected service after reasonable notice, and recover reasonable collection costs to the extent allowed by law.

8. Cancellation and Refunds

Customer may cancel at any time before the next renewal. Cancellation becomes effective at the end of the current paid billing period.

Except where required by law or agreed in writing:

• monthly fees are non-refundable once the billing period begins;
• no prorated refund or credit is provided for unused days or included minutes;
• duplicate/incorrect charges will be corrected after verification; and
• overage or usage charges incurred before cancellation remain payable.

9. AI Disclosure

Customer acknowledges that callers may interact with an artificial/AI-generated voice.

Customer must use the disclosure language supplied or approved by Aszeal and must not instruct Aszeal to hide or misrepresent the AI nature of the interaction where disclosure is required.

Aszeal’s default recommended disclosure is substantially:
“Hi, you’ve reached [Business]. I’m an AI assistant helping answer calls for the team.”

Additional disclosure may be required depending on the caller’s location, use case and the information being processed.

10. Recording, Transcription and Call Consent

Aszeal’s launch configuration does not record call audio unless Customer and Aszeal expressly enable recording.

The voice service may transcribe or otherwise process speech in real time, and provider logs/transcripts may be generated depending on the configured artifact settings.

Customer must not enable or request call recording without first working with Aszeal to implement an appropriate notice/consent flow.

Customer is responsible for telling Aszeal where it does business and where callers are expected to be located so that recording, transcription and AI-disclosure requirements can be reviewed.

Because US state eavesdropping/recording rules and Canadian privacy rules vary, Customer must obtain its own legal advice for sensitive or regulated use cases.

11. Customer Messaging Compliance

Customer is responsible for the lawful basis for messages Aszeal sends to Customer’s clients on Customer’s behalf.

Customer must:

• provide only telephone numbers it is lawfully permitted to contact;
• maintain records of consent where required;
• accurately describe the purpose and frequency of messages at opt-in;
• honour STOP, unsubscribe and do-not-contact requests;
• not upload purchased, scraped or unlawfully obtained contact lists;
• not use NovaFlow for prohibited content; and
• provide any business identity/contact information required in the message or linked disclosure page.

11.1 Service versus marketing messages

A message tied directly to a requested or existing service — for example, an appointment reminder — may be treated differently under some laws from a message encouraging a new purchase, review campaign, promotion or reactivation offer.

The legal classification depends on the message and jurisdiction. Customer must not assume that an existing client relationship automatically authorizes every marketing message.

In the United States, telemarketing/marketing calls and texts may require a higher form of consent under the TCPA and FCC rules.

In Canada, CASL generally requires consent, sender identification/contact information and an unsubscribe mechanism for commercial electronic messages, subject to statutory exemptions.

11.2 Canadian messages

For Canadian commercial electronic messages, Customer must provide the information needed for CASL identification requirements, including a valid mailing address and at least one additional contact method where required.

Customer must ensure unsubscribe requests are implemented within the legally required period. Aszeal may implement suppression immediately.

11.3 Quiet hours

Customer must comply with applicable calling/messaging quiet hours. Aszeal may apply additional platform-wide time restrictions to reduce compliance risk.

12. Twilio/A2P Registration

Where Customer sends US application-to-person SMS through NovaFlow, Customer authorizes Aszeal to collect the business information needed to register Customer as a messaging Brand and to register appropriate Campaign use cases.

Aszeal may create or manage a Twilio subaccount, Customer Profile, Brand, Campaign, Messaging Service and telephone number for Customer.

Customer represents that all registration information it provides is accurate and agrees to promptly update changes.

Registration approval is controlled by Twilio, The Campaign Registry, carriers and other providers. Aszeal does not guarantee approval, throughput or carrier delivery.

13. Appointments and Dispatch

Unless Customer’s configuration expressly states otherwise, an appointment discussed by the AI is a request until availability is checked and the applicable booking workflow creates or confirms it.

Customer remains responsible for:

• final scheduling;
• dispatching staff;
• deciding whether a job is accepted;
• confirming scope and price;
• permits and licensing;
• safety decisions; and
• emergency response.

Aszeal does not contact 911 on Customer’s behalf and is not an emergency dispatch service.

14. Google Calendar

If Customer authorizes Google Calendar, Customer grants Aszeal and its service provider permission to use the authorized connection only to provide the configured scheduling functions.

Customer is responsible for choosing the correct calendar, access permissions, availability rules and time zone.

Customer may revoke the integration, but doing so may disable appointment features.

15. Data Roles

For Customer account, billing, security, fraud prevention and Aszeal’s own compliance records, Aszeal acts as an independent organization/business responsible for its own processing.

For caller/client personal information Aszeal processes solely to provide the service under Customer’s instructions, Customer is generally the controller/business and Aszeal is generally the processor/service provider, to the extent those concepts apply.

Customer is responsible for its own privacy notices and lawful collection/use of caller and client data.

16. Customer Data

“Customer Data” means information Customer or its callers/clients provide through the service, excluding Aszeal’s own software, system telemetry and independently created business records.

As between the parties, Customer retains its rights in Customer Data.

Customer grants Aszeal a limited right to process Customer Data only as needed to provide, secure, support and comply with law in relation to the service.

Aszeal will not sell Customer Data.

17. Subprocessors

Customer authorizes Aszeal to use subprocessors reasonably needed to provide the service, including:

• Vapi for voice-agent orchestration and call artifacts;
• Twilio for telephony and SMS;
• OpenAI for language-model processing;
• ElevenLabs for AI voice generation;
• Vercel for application hosting;
• Neon for application database hosting;
• Resend for email delivery;
• Google where Customer enables Google Calendar; and
• Stripe for Aszeal’s account billing.

Aszeal remains responsible for selecting and managing its subprocessors as required by applicable law and contract.

18. Data Retention

Aszeal applies data minimization and retention controls.

For the website/demo, retention is described in the Privacy Policy.

For paying-customer call content:

• Aszeal’s application database is designed not to retain full call audio or full transcripts merely because a call occurred;
• audio recording is disabled at launch;
• the voice platform may generate and retain call logs/transcripts/structured outputs depending on the configured production artifact settings; and
• the final provider retention period must be configured and documented before production use.

At termination, Aszeal will delete or return Customer Data within a commercially reasonable period where required, subject to backups, legal retention, suppression lists, security records and provider limitations.

19. Security and Incidents

Aszeal will use reasonable administrative, technical and organizational safeguards appropriate to the service and data.

If Aszeal confirms a security incident affecting Customer Data for which notice is legally or contractually required, Aszeal will notify Customer without undue delay and provide reasonably available information needed for Customer’s response.

Customer is responsible for protecting its accounts, credentials, forwarding controls and authorized integrations.

20. Acceptable Use

Customer must not use Aszeal to:

• violate law;
• commit fraud or impersonation;
• send spam or unlawful telemarketing;
• harass or threaten people;
• discriminate unlawfully;
• obtain highly sensitive data not approved for the service;
• process payment-card data through an ordinary voice agent unless a compliant payment flow has been approved;
• make emergency-response representations;
• deceive callers about a real business identity;
• distribute malware or malicious content; or
• interfere with the service.

Aszeal may suspend traffic reasonably believed to create legal, security, carrier or platform risk.

21. Intellectual Property

Aszeal owns its software, platform, configurations, templates, documentation and improvements, excluding Customer Data and Customer’s pre-existing materials.

Customer grants Aszeal a limited licence during the subscription to use Customer’s business name, service information, approved scripts and branding solely to configure and provide the service.

Customer represents it has the rights needed to provide those materials.

22. Confidentiality

Each party may receive non-public business, technical or customer information from the other.

Each party will:

• use confidential information only for the agreement;
• protect it using reasonable care; and
• disclose it only to personnel/providers who need it and are bound by appropriate duties.

Confidentiality does not apply to information that is public without breach, independently developed, already lawfully known or lawfully received without restriction.

A party may disclose information where legally required after providing notice when legally permitted.

23. AI and Service Limitations

Customer understands that AI can:

• mishear callers;
• misunderstand context;
• hallucinate or provide inaccurate information;
• fail to follow a script perfectly;
• make scheduling errors;
• experience downtime or latency; and
• fail to complete a transfer or message.

Aszeal does not guarantee:

• uninterrupted availability;
• a particular uptime percentage;
• that every call will be answered;
• that every SMS will be delivered;
• any number of leads, bookings or sales;
• revenue improvement; or
• perfectly accurate call handling.

24. Warranties

Each party represents it has authority to enter this Agreement.

Aszeal warrants that it will provide the service using commercially reasonable care.

Except for express warranties in this Agreement and to the maximum extent permitted by law, the service is provided “as is” and “as available,” and Aszeal disclaims implied warranties including merchantability, fitness for a particular purpose and non-infringement.

Non-waivable statutory rights remain unaffected.

25. Limitation of Liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, punitive or consequential damages, or lost profits, lost revenue, lost opportunity or loss of goodwill arising from this Agreement.

Except for excluded claims below, each party’s aggregate liability arising from the service will not exceed the fees paid or payable by Customer to Aszeal during the three months immediately before the event giving rise to the claim.

The cap does not apply to:

• Customer’s unpaid fees;
• a party’s fraud or wilful misconduct;
• Customer’s violation of Sections 10, 11 or 20;
• a party’s infringement/misappropriation of the other party’s intellectual property; or
• liability that cannot legally be limited.

26. Indemnities

Customer will defend and indemnify Aszeal against third-party claims, regulatory claims, carrier penalties and reasonable costs arising from:

• Customer’s unlawful contact lists or messaging;
• Customer’s failure to obtain required consent;
• Customer-provided scripts/content/instructions;
• Customer’s unlawful recording or surveillance instruction;
• Customer’s services, workmanship, pricing, dispatch or dealings with its own clients; or
• Customer’s material breach of this Agreement.

Aszeal will defend and indemnify Customer against a third-party claim that Aszeal’s own unmodified software infringes that third party’s Canadian or US intellectual-property right, subject to reasonable exclusions for Customer content, combinations not supplied by Aszeal and Customer modifications.

Each indemnified party must promptly notify the other and reasonably cooperate in the defence.

27. Suspension

Aszeal may suspend some or all service if:

• fees are materially overdue;
• continued use creates a security risk;
• Twilio, Vapi, a carrier or another essential provider suspends the relevant service;
• Customer traffic appears unlawful or non-compliant;
• Customer materially breaches the Agreement; or
• suspension is reasonably necessary to protect end users or the platform.

Where practical, Aszeal will give notice and an opportunity to cure.

28. Termination

Either party may terminate for material breach that remains uncured after reasonable written notice, unless the breach cannot reasonably be cured or immediate termination is legally necessary.

Customer may also cancel renewal under Section 8.

On termination, Customer must pay accrued charges through the effective date.

29. Governing Law

This Agreement is governed by the laws of British Columbia and applicable federal laws of Canada, without regard to conflict-of-law rules.

The parties submit to the courts of British Columbia for disputes, subject to any non-waivable law.

30. Changes

Aszeal may update this Agreement prospectively to address product, legal or provider changes.

For material changes affecting an active paid subscription, Aszeal will provide reasonable notice. Changes will not retroactively alter fees or materially reduce already-paid service for the current billing period except where required for law, security or provider compliance.

31. General

Neither party may assign this Agreement without the other’s consent, except in connection with a merger, acquisition, reorganization or sale of substantially all relevant assets, provided the assignee assumes the obligations.

If a provision is unenforceable, it will be limited to the minimum extent necessary and the remainder will continue.

Failure to enforce a provision is not a waiver.

This Agreement, the applicable order and referenced policies are the parties’ agreement about the service and supersede prior statements on the same subject.

Electronic acceptance and records may be used to form and evidence this Agreement.

32. Contact

Aszeal
British Columbia, Canada
hello@aszeal.com

Data Processing Addendum (Part of the Agreement)

DPA 1. Scope

This DPA applies where Aszeal processes personal information on Customer’s behalf in providing the service.

DPA 2. Roles

Customer determines the business purposes for its caller/client information and is generally the controller/business.

Aszeal processes that information on Customer’s documented instructions and is generally the processor/service provider.

Aszeal may independently process limited account, billing, security, fraud-prevention and legal-compliance information as an organization/business responsible for those purposes.

DPA 3. Processing

Subject matter: AI call answering, lead capture, appointment support and authorized messaging.

Data subjects: Customer’s callers, leads, clients and authorized users.

Data may include: name, telephone number, service address, call content/transcript, service request, appointment information, communication preferences and other information voluntarily provided during the interaction.

Purpose: provide, secure, troubleshoot and support the contracted service.

Duration: subscription term plus documented retention/deletion periods.

DPA 4. Customer Instructions

Aszeal will process covered data only on Customer’s documented instructions, including this Agreement and configured service instructions, unless law requires otherwise.

Aszeal will inform Customer where it reasonably believes an instruction violates applicable data-protection law, unless legally prohibited.

DPA 5. Confidentiality and Security

Aszeal will restrict covered data to personnel and providers who need it and apply reasonable safeguards appropriate to the risk.

DPA 6. Subprocessors

Customer authorizes the subprocessors listed in Section 17 and reasonable replacements needed to provide the service.

Aszeal will require appropriate contractual protections from subprocessors as required by applicable law.

DPA 7. Individual Requests

Where Customer receives a legally valid request from an individual and cannot reasonably fulfil it without Aszeal’s assistance, Aszeal will provide reasonable assistance for data within its control.

DPA 8. Security Incidents

Aszeal will notify Customer without undue delay after confirming a breach/security incident for which Customer notification is legally required, and will provide reasonably available information.

DPA 9. Deletion/Return

At the end of service, Aszeal will delete or return covered personal information as required by applicable law and the Agreement, subject to backups, suppression records, legal obligations and provider retention.

DPA 10. Cross-Border Processing

Customer acknowledges that authorized providers may process information in Canada, the United States and other jurisdictions.

Where law requires transfer assessments or contractual measures, the parties will reasonably cooperate.

DPA 11. US State Service-Provider Restrictions

Where applicable US state privacy law treats Aszeal as a processor, contractor or service provider, Aszeal will not:

• sell covered Customer Data;
• retain, use or disclose it outside the business purposes specified in this Agreement except as legally permitted; or
• combine it with unrelated personal information except where legally permitted for service/security purposes.

DPA 12. Canadian Requirements

Where Canadian privacy law applies, Aszeal will use contractual and organizational measures appropriate to its role and will reasonably assist Customer with applicable access, correction, breach and accountability obligations.