Our terms for
collaboration.

By using our Services, you agree to these Terms and our Privacy Policy. These documents together constitute the complete agreement.

1. Applicability and Acceptance

To use our Services, you must:

• Be at least 18 years old;
• Be established in the Netherlands or another EU member state where our Services may lawfully be offered;
• Have read and understood these Terms and unconditionally agree to them.

If you are acting on behalf of an organisation, you declare that you are authorised to legally bind that organisation to these Terms. If you do not agree to these Terms, we kindly request that you do not use our Services.

The Company may modify the Services (including subscription, pricing, functionality, features, performance, user interface and usability) and these Terms as needed. For significant changes, we will inform you at least 14 days in advance by email or via the Dashboard.

Accessing or using the Services after a modification means acceptance of the updated Terms.

2. Our Services

AI Voice Assistant & Platform

Voicelabs offers the following Services:

• An AI voice assistant ("AI Agent") that answers incoming calls for your business;
• A linked dashboard ("Dashboard") where call recordings, transcripts and customer notes are available;
• Access to your own management environment via our website or possibly other digital channels;
• Optional integrations with external systems such as calendars, CRM and WhatsApp.

The AI Agent makes recordings and transcripts of conversations between callers and your business. These are made available to you via the Dashboard. You determine how this data is used.

Registration & Sign-up

To use our Services, you create an account via app.voicelabs.nl. You provide correct and current information. You are responsible for the security of your login credentials and for everything that happens via your account. Voicelabs may block accounts or access in case of misuse or violation of these Terms.

Telephone Numbers & Call Forwarding

With certain subscriptions, you receive a unique Voicelabs telephone number. You can forward your existing business number to it. After termination of your subscription, you retain your original number, but your Voicelabs number may be withdrawn if it is not transferred to another provider within 3 months.

3. Call Recordings & Responsibility

Our AI records conversations and automatically creates transcripts. This only happens:

• For functional purposes (notification, playback, quality control);
• In accordance with GDPR;
• After correct configuration of optional call warnings ("This call may be recorded...").

You as the Customer are responsible for complying with local laws and regulations regarding the recording of conversations. We recommend informing callers that the conversation may be recorded.

SMS & WhatsApp Functionality

The AI Agent can, with the caller's consent, send SMS or WhatsApp messages (such as appointments or links). You as the Customer are responsible for correctly configuring this function and complying with the Telecommunications Act regarding consent and opt-out options.

4. Acceptable Use

Responsibilities

You are fully responsible for:

• The way you deploy the Voicelabs services;
• The callers that your AI Agent speaks to;
• The content of messages, responses, SMS messages and recorded conversations.

Prohibited Use

It is prohibited to use Voicelabs for:

• Unlawful, offensive, misleading, discriminatory or sexual purposes;
• Processing personal data of children under 16 years without demonstrable consent from parents/guardians;
• Spamming, phishing, scamming or improper use of telephone numbers;
• Calls in violation of GDPR or the Telecommunications Act;
• Reverse engineering, copying or reselling our software or AI technology;
• Building a competing product or service.

Prohibited Data

You may not process special categories of personal data via Voicelabs (such as medical, criminal or biometric data) unless this is legally permitted and you have obtained explicit consent from the data subjects.

In case of misuse or violation, we reserve the right to immediately block your access without refund of subscription costs.

5. AI Disclaimer

AI responses from Voicelabs may contain factual inaccuracies, incomplete or inappropriate information. Voicelabs provides no guarantees regarding the accuracy or suitability of AI output.

The Customer is always responsible for verification and must not use AI responses as the sole basis for legal, medical, financial or other materially important decisions.

You acknowledge that AI technology inherently has limitations and that the quality of responses depends on the configuration, knowledge base and instructions you provide.

6. Your Data and Ownership

Data Ownership

All data that you upload or that is generated by conversations with your AI Agent (such as recordings, transcripts, customer data) remains your property.

Licence for Processing

You grant Voicelabs the right to use this data:

• For providing our Services;
• For quality improvement of our AI models (GDPR-compliant);
• In anonymised form for analyses or optimisation.

Security and Storage

All data is stored on servers within the European Economic Area (EEA). We use data centres in the Netherlands and Germany. You are responsible for maintaining back-ups of important data.

Data Responsibility

You are fully responsible for the lawfulness, accuracy and content of all data, conversations and messages processed via Voicelabs. Voicelabs accepts no liability for unlawful or incorrect use of customer data.

7. Privacy & GDPR

Privacy Statement

By using our Services, you declare that you have read and agree to our Privacy Statement. This has been prepared in accordance with the General Data Protection Regulation (GDPR).

Data Processing Agreement

In providing the Services, the Company acts as a data processor, processing personal data on behalf of the Customer, who is the data controller. The nature, purpose and duration of the processing, the types of personal data and categories of data subjects are determined by the scope of the Customer's instructions as documented in this Agreement.

The Company processes personal data in accordance with GDPR and the Customer's instructions. The processing takes place for the duration of the Agreement, to the extent necessary for providing the Services.

Data Processing Principles

The Company will:

• Process personal data only based on documented instructions from the Customer;
• Ensure that persons authorised to process personal data have committed themselves to confidentiality;
• Implement appropriate technical and organisational measures to ensure the security of processing;
• Assist the Customer in responding to data subject requests;
• Assist the Customer in ensuring compliance with security obligations;
• Delete or return all personal data to the Customer after termination of service provision;
• Make all information available to the Customer that is necessary to demonstrate compliance.

Sub-processors

The Company may engage sub-processors to carry out specific processing activities. The Company will inform the Customer of any intended changes regarding the addition or replacement of sub-processors, whereby the Customer has the opportunity to object to such changes.

Data Transfers

The Company will not transfer personal data to countries outside the European Economic Area (EEA) without ensuring that adequate safeguards are in place.

Data Breach Notification

In the event of a personal data breach, the Company will inform the Customer without undue delay and provide all relevant information about the breach.

Service Messages

We may inform you by email about updates regarding your subscription, security incidents or functional announcements. You cannot unsubscribe from this necessary communication.

8. Subscriptions & Trial Periods

Subscription Structure

Our Services are provided on a subscription basis. Each subscription is valid for 30 days (monthly) or 365 days (annually) and is automatically renewed unless you cancel via the Dashboard. The subscription content is explained on our website.

Subscription Changes

You can upgrade your subscription with immediate effect. Downgrades take effect from the next subscription period. We reserve the right to change rates or terms with 30 days' prior notice.

Free Trial Period

New users can make one-time use of a free trial period. At the end of this, it automatically switches to a paid subscription, unless you cancel in time.

Cancellation

You can cancel your subscription at any time via the Dashboard. For monthly subscriptions, the cancellation takes effect at the end of the current billing month. For annual subscriptions, the cancellation takes effect at the end of the current billing year.

No refunds are provided for unused portions of a subscription period, unless legally required.

9. Unlimited Calling

If your subscription includes the mention "unlimited calling" or "unlimited call minutes", this is intended for normal business use. This means that a reasonable limit of a maximum of 1,000 separate calls per month applies.

By a call, we mean: every telephone call that is established via your Voicelabs number, regardless of the duration of the call.

In case of structural exceeding of this maximum, we reserve the right to:

• Charge for calls above this number separately, or
• Convert your subscription to a suitable Enterprise subscription.

If your usage is structurally higher than the stated maximum, we will contact you to discuss a more suitable subscription that better matches your business needs.

10. Billing & Payments

Fees

When creating a subscription, you agree to the monthly or annual costs, as stated on our website or agreed in a quotation. Payment must be made in advance by invoice or direct debit. Unless otherwise stated, all prices are exclusive of VAT.

Payment Method

You are required to link a valid payment method to your account. By doing so, you give permission to Voicelabs to automatically collect the amounts due at the start of each subscription period.

Late Payment

If payment is not received, we reserve the right to:

• Temporarily block your account;
• Increase delayed payments with administrative costs (£15) and statutory interest;
• Pass on any collection costs.

Price Changes

The Company may change the Fees for the Services. The Company will provide notice at least 30 days before the change takes effect. If the Customer continues to use the Services after the Fee change has become effective, the Customer is deemed to have accepted the new Fees.

Taxes

All Fees are exclusive of taxes (VAT), which the Customer is obliged to pay. If the Company is required to collect or pay taxes on behalf of the Customer, these amounts will be charged to the Customer, unless the Customer provides a valid VAT exemption certificate.

11. Access and Availability

Availability

We strive for high uptime, but cannot guarantee complete availability. Maintenance, failures or external factors may lead to temporary interruptions.

Updates

We may regularly update our software or AI Agent. You agree that updates may be applied automatically.

Integrations

You can create connections with external software such as calendars, CRM systems or communication platforms. You remain responsible for the lawful processing of data via those systems.

12. Termination of Services

Cancellation by You

You can cancel your subscription at any time via the Dashboard. Your access remains valid until the end of the current subscription period. After that, recordings and transcripts are kept for 30 days and then deleted.

Termination by Voicelabs

We reserve the right to terminate your access in case of:

• Non-payment;
• Violation of these Terms;
• Misuse or fraudulent behaviour;
• Use that does not fit with our product, target audience or places disproportionate pressure on our infrastructure.

Consequences of Termination

Upon termination, the Customer's right to use the Services ceases immediately. The Company will delete or return all Customer data within 30 days after termination, unless retention is legally required or the Customer requests otherwise in writing.

Certain provisions of this Agreement, including confidentiality obligations, intellectual property rights and liability limitations, remain in effect after termination.

13. Liability, Warranties and Indemnification

Disclaimer of Warranties

The Services of Voicelabs are provided on an "as is" and "as available" basis. Voicelabs provides no express or implied warranty or representation regarding the availability, reliability, accuracy, completeness, suitability, error-free operation or uninterrupted operation of the Services. We do not guarantee that the Services will meet all specific expectations of the Customer or be completely free from errors or failures.

No oral or written information or advice provided by Voicelabs creates any warranty, unless expressly confirmed in writing by Voicelabs.

Limitation of Liability

To the extent permitted by applicable law, Voicelabs is not liable for:

• Indirect damage, consequential damage, loss of profits, loss of data, loss of revenue, loss of goodwill or any other intangible damage;
• Damage arising from or related to the accuracy or completeness of AI-generated responses;
• Damage resulting from actions of third parties (such as telecom providers or external integrations).

The total liability of Voicelabs, on any grounds whatsoever, is always limited to the amount that the Customer has paid to Voicelabs in the three (3) months prior to the damage-causing incident. If no payments have been made during this period, the liability is limited to a maximum of £100 (one hundred pounds).

This limitation applies regardless of whether Voicelabs was aware in advance of the possibility of damage.

Force Majeure

Neither party is liable for any failure or delay in performance resulting from causes beyond its reasonable control, including but not limited to natural disasters, pandemic, war, terrorism, riots, civil unrest, government actions, labour disputes or failures at internet service providers.

Indemnification

The Customer indemnifies Voicelabs and its employees against all third-party claims, including costs and damages, arising from:

• Unlawful or inappropriate use of the Services;
• Violation of applicable privacy and telecommunications legislation by the Customer;
• The content of conversations, data or messages processed via Voicelabs;
• Breach of these Terms by the Customer.

14. Intellectual Property

Proprietary Rights

All software, scripts, voice models, dashboards, recordings, transcripts and visual elements within Voicelabs are the intellectual property of Voicelabs B.V. or its licensors. You receive a limited, non-exclusive right of use for the duration of your subscription.

Licence for Use

The Company grants the Customer a limited, non-exclusive, non-transferable, revocable licence to use the Services for the duration of this Agreement.

Customer Content

The Customer retains all rights to all content that they upload, create or modify using the Services. The Customer grants the Company a limited licence to use such content solely for the purpose of providing the Services.

Feedback

If the Customer provides feedback, suggestions or ideas about the Services, the Company may use this feedback free of charge and without limitation for improvement of the Services without any obligation to the Customer.

Usage Restrictions

You may not copy, resell, reverse engineer, or use our software or AI assistant for competitive purposes without written permission.

Third-Party Services

The Services may contain or depend on third-party services, software or content. Such third-party components may be subject to their own terms.

15. Resellers

Reseller Relationship

The Company may use authorised resellers for the distribution of its services. Resellers act independently and are not agents or representatives of the Company. The Terms and Conditions between the Company and the end user remain unaffected by any separate agreements with resellers.

Reseller Responsibilities

Resellers are responsible for their own actions, representations and omissions. The Company is not liable for representations, warranties or agreements made by resellers that are not included in this Agreement.

Pricing and Billing via Resellers

When purchasing through a reseller, the Customer may be subject to the reseller's pricing and billing terms. However, use of the Services is still governed by this Agreement.

16. Applicable Law and Disputes

Dutch Law

These Terms are exclusively subject to Dutch law.

Competent Court

Any disputes will be submitted to the competent court in Amsterdam, unless mandatory law prescribes otherwise.

Alternative Dispute Resolution

Before a dispute is submitted to the court, the parties strive to resolve it first amongst themselves or via an independent mediator.

17. Other Provisions

Assignment

You may not transfer your rights or obligations under these Terms without written consent from Voicelabs. Voicelabs may do so, for example in case of acquisition.

Severability

If a provision proves to be invalid or unlawful, this does not affect the validity of the remaining provisions.

Electronic Communication

You agree that all communications, agreements and documents may be provided electronically and are legally valid.

Entire Agreement

This Agreement constitutes the entire agreement between the parties regarding the subject matter hereof and supersedes all prior or contemporaneous agreements, arrangements and communications, whether written or oral.

No Waiver

The failure to enforce any right or provision of this Agreement by either party will not be considered a waiver of that right or provision.

Relationship between the Parties

Nothing in this Agreement creates a partnership, joint venture, agency or employment relationship between the parties.

18. Contact

For questions or comments, you can contact us via:

Voicelabs B.V.
Chamber of Commerce number: 73320455

Email: contact@voicelabs.co.uk

Last updated: 25 November 2025