Terms of Use

1. 1.1Service provider: Frominbox, MB (mažoji bendrija), company code 307162506, VAT number LT100019538712, registered address A. Juozapavičiaus g. 28, LT-09311 Vilnius, Lithuania, email paul@vetspeaking.com.
2. 1.2The service is offered to veterinary practices in the United Kingdom and Ireland.
3. 1.3The Terms apply to all Customers - both businesses and consumers (individuals acting for purposes outside their trade, business or profession).
4. 1.4The Terms take effect when the Customer starts using the service and remain in effect for as long as they use it.

Vetspeaking provides an AI-powered phone-answering service for veterinary practices. It answers calls, takes enquiries and bookings, collects contact details, escalates urgent calls according to the rules the Customer sets, forwards calls where needed, and sends SMS messages and call summaries. If the Customer chooses, the service can connect to their calendar, practice-management or CRM system to record bookings and contacts. Specific features depend on the plan chosen and may be improved over time.

1. 3.1Using the service requires an account and accurate, current information.
2. 3.2The Customer is responsible for keeping their login details confidential and for all activity on their account.
3. 3.3The Customer must notify us without delay of any unauthorised access to their account.

1. 4.1We may offer a free trial period. Its length and conditions are given at sign-up.
2. 4.2Once the trial ends, the service becomes chargeable under the chosen plan, unless the subscription is cancelled beforehand.

1. 5.1Service prices are shown on the website. Prices may be shown with or without VAT, as indicated.
2. 5.2Billing runs on a recurring subscription (monthly periods), in advance, through our payment service provider. We do not store card details ourselves.
3. 5.3The subscription renews automatically each period and is charged automatically until the Customer cancels it. It can be cancelled at any time in the account.
4. 5.4Once a plan’s included minutes are used up, further use (overage) is charged at the per-minute rate shown on the website and is payable.
5. 5.5Price changes take effect from the next billing period, with advance notice. Continued use of the service means the Customer accepts the new prices.
6. 5.6If payment isn’t made on time, we may suspend the service until the outstanding amount is settled.

1. 6.1Each plan is subject to the minute or call limits shown on the website.
2. 6.2The service must be used fairly and for its intended purpose. Misuse, automated excessive load, or actions that harm the service’s operation are prohibited.

The Customer agrees to use the service lawfully and, among other things:

1. 7.1not to use the service for direct marketing calls of any kind.The service is for answering inbound calls and for operational callbacks to the Customer’s own clients. Using an AI voice system to make unsolicited marketing calls would breach regulation 19 of the Privacy and Electronic Communications Regulations in the UK, which requires specific prior consent for automated marketing calls. We will suspend the service if this is breached;
2. 7.2not to use the service for unlawful, fraudulent or abusive activity;
3. 7.3to have a valid lawful basis for processing the data of people who call them, and to inform those people appropriately in their own privacy notice;
4. 7.4to keep the AI disclosure and, where recording is enabled, the recording notice in the greeting. Our system enforces both, but the Customer must not attempt to work around them. In the UK, informing callers that calls may be recorded is also required by regulation 3 of the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000;
5. 7.5to comply with the UK GDPR and the Data Protection Act 2018, or the EU GDPR and Irish data protection law as applicable, when acting as data controller for their own clients;
6. 7.6where the Customer is a veterinary practice, to satisfy itself that its use of the service is consistent with its professional obligations, including the RCVS Code of Professional Conduct on client confidentiality;
7. 7.7when connecting third-party systems (calendar, practice-management or CRM), to be responsible themselves for using them lawfully, for their lawful basis, and for their relationship with those systems’ providers - we only send data to them on the Customer’s instruction and within the scope they configure;
8. 7.8not to transfer their account to a third party without our consent.

Each party agrees not to disclosethe other party’s confidential information obtained through providing or using the service, and to use it only for the purposes of the agreement.

1. 8.1Confidential information includes all non-public technical, commercial and financial information, call content, client and caller data, and information about how the service operates.
2. 8.2The confidentiality obligation continues indefinitely after the agreement ends, for as long as the information remains confidential.
3. 8.3Information may only be disclosed to competent authorities where required by law, with the other party informed to the extent permitted.
4. 8.4We treat all call recordings, transcripts and contacts as strictly confidential and do not use them for any purpose unrelated to providing the service, including not using them to train AI models.
5. 8.5The Customer acknowledges and agrees that authorised Vetspeaking staff may access the Customer’s account and manage the data in it while providing technical support and troubleshooting, and, at the Customer’s request, while setting up or configuring the agent (this latter service may be chargeable). Such access is limited to what the service requires, is bound by confidentiality, and every access is logged; the Customer may request these access logs.

We process personal data under our Privacy Policyand, when acting on the Customer’s behalf, under the Data Processing Agreement. The Customer is responsible for having a lawful basis to process their own clients’ data.

1. 10.1All rights in the service, its software, the brand and its content belong to Vetspeaking or its licensors.
2. 10.2The Customer is granted a non-exclusive, non-transferable right to use the service for the term of the agreement.
3. 10.3The Customer owns the content they upload and their own clients’ data; the Customer grants us the right to process it to the extent necessary to provide the service.

1. 11.1The service is provided “as is” and “as available”. We make reasonable efforts to maintain its quality, but do not guarantee uninterrupted or error-free operation.
2. 11.2AI-generated responses may be inaccurate; the Customer is responsible for assessing whether the service is fit for their purposes and for the clinical and operational decisions made in their practice.
3. 11.3To the extent permitted by law, our liability is limited to the fees paid by the Customer in the preceding 12 months. We are not liable for indirect losses or loss of profit.
4. 11.4Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded - including a consumer’s statutory rights.

1. 12.1The Customer may cancel their subscription at any time; the service remains active until the end of the period already paid for.
2. 12.2We may suspend or terminate the service if the Customer materially breaches the Terms, uses the service unlawfully, or fails to pay.
3. 12.3On termination, we delete the Customer’s data, their clients’ data, and call recordings within the period set out in the Data Processing Agreement, except for what we’re required to retain by law. Before deletion, the Customer has the opportunity to export their data.

This section applies only to Customers who are consumers - that is, individuals entering into the agreement wholly or mainly for purposes outside their trade, business, craft or profession. A veterinary practice, including a sole trader or partnership practice, contracts for business purposes and is not a consumer, so this section does not apply to it; the general provisions of these Terms apply instead (including section 5.1 on non-refundable fees).

1. 14.1These Terms are governed by the law of the Republic of Lithuania, where the service provider is established.
2. 14.2This does not take away protections you have at home. If the Customer is established in the United Kingdom or Ireland, nothing in these Terms deprives them of the protection of provisions of the law of that country that cannot be derogated from by agreement. A consumer may always bring proceedings in the courts of the country where they are habitually resident, and may only be sued there.
3. 14.3Disputes are resolved through negotiation first. Failing agreement, they are settled in the courts of the Republic of Lithuania, subject to the paragraph above.

1. 15.1We may update the Terms; we’ll give advance notice of significant changes. Continued use of the service means acceptance of the updated Terms.
2. 15.2If any provision is found invalid, the remaining provisions continue to apply.
3. 15.3The current version of the Terms and its update date are always published on this page.