Terms of Service

If you use the Service on behalf of an organisation, you represent that you have authority to bind that organisation, and “you” includes that organisation.

You must be at least 18 years old (or the age of majority where you live) to create an account. The Service is a business tool, not a consumer social product, and is not directed at children.

VoiceLens grades voice calls — from AI agents or human agents — by transcribing audio or ingesting transcripts and surfacing faults, latency, slot capture, sentiment, and related quality signals in a dashboard and via API.

We may change, suspend, or discontinue features. Analysis scores, transcriptions, and detections are informational tools for quality assurance. They are not legal, compliance, or employment advice, and they can be incomplete or wrong.

You must provide accurate registration details and keep your password and ingest tokens confidential. You are responsible for activity under your account and workspace.

Workspace owners and admins manage members, roles, channels, and rubrics. We may suspend an account that we reasonably believe is compromised, abusive, or in breach of these Terms.

You retain ownership of the recordings, transcripts, templates, and other materials you submit (“Customer Content”). We do not claim ownership of Customer Content.

You grant VoiceLens a worldwide, non-exclusive licence to host, transcribe, analyse, display, and otherwise process Customer Content solely to provide, maintain, and support the Service, including through our subprocessors.

You represent and warrant that you have all rights, consents, and lawful bases required to record, upload, and analyse each call, including notices or consent from participants where two-party or all-party consent laws apply.

You must not upload content that you are not allowed to process. VoiceLens does not police the content of your calls and is not responsible for your compliance with call-recording, employment, or data-protection laws.

You may not use the Service to violate law, infringe others’ rights, upload malware, probe or disrupt our systems, bypass rate limits or authentication, or resell raw access to our transcription or model providers as a competing standalone service.

You may not submit content that is unlawful to process, or use the Service to attempt to re-identify people from data you are not authorised to have. We may remove content or suspend access if we reasonably believe these rules are broken.

Plans and prices are described on the Service (including a free Starter allowance, usage-based Pro pricing, and Enterprise agreements). Taxes may apply. Enterprise terms, if signed, prevail over these Terms where they conflict.

We may change list prices with reasonable notice. Unpaid amounts may result in suspension. Fees already paid are non-refundable except where required by law or an Enterprise agreement.

The Service, including software, models, scoring logic, documentation, and branding, is owned by VoiceLens and its licensors. These Terms do not transfer any of that ownership to you.

Feedback you send us may be used to improve the Service without obligation to you. You may not copy, reverse engineer (except where that restriction is prohibited by law), or remove proprietary notices from the Service.

Transcription, language-model enrichment, hosting, and email are provided in part by third parties (including Deepgram, OpenAI or a compatible gateway, Microsoft Azure, and Postmark). Their availability and processing affect the Service. Their own terms and privacy notices apply to their processing.

The Service is provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim warranties of merchantability, fitness for a particular purpose, accuracy, and non-infringement.

We do not warrant that transcription, diarization, fault detection, slot extraction, sentiment, or health scores will be error-free, complete, or suitable for automated employment or legal decisions.

To the fullest extent permitted by law, VoiceLens is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost data, or business interruption, even if we were advised of the possibility.

Our total liability arising out of or relating to the Service is limited to the fees you paid us for the Service in the twelve months before the claim, or USD $100 if you are on a free plan. Some jurisdictions do not allow certain limits; in those places, our liability is limited to the maximum extent permitted.

These Terms apply until you close your account or we terminate them. You may stop using the Service at any time. We may suspend or terminate access for breach, risk, non-payment, or if we discontinue the Service.

After termination we will delete or return Customer Content in line with the Privacy Policy and your plan’s retention, except for copies we must keep for legal, security, or backup purposes for a limited time.

These Terms are governed by the laws applicable to the operator of the Service, excluding conflict-of-law rules. Before filing a claim, you agree to contact us at hello@voicelens.app and attempt to resolve the dispute in good faith.

We may update these Terms from time to time. The “Last updated” date will change, and we will try to email account holders about material changes. Continued use of the Service after an update constitutes acceptance of the revised Terms.