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Terms of Service

TheReach.ai Last updated: 3 April 2026

1. Parties and Acceptance

These Terms of Service ("Terms") are a legally binding agreement between:

SORIN-CONSTANTIN CIORNEI ("TheReach.ai", "we", "us", "our") ul. Szlak 77, room 222, 31-153 Kraków, Poland NIP: 6793214413 | REGON: 388510134

and the individual or legal entity ("Client", "you") accessing or using the TheReach.ai platform.

By creating an account, purchasing a subscription, or using the service in any way, you agree to these Terms in full. If you do not agree, do not use the service.

2. Service Description

TheReach.ai provides an AI-powered receptionist and concierge platform ("Service") including:

  • Voice AI agents that handle inbound phone calls on behalf of the Client's business
  • Chat widget and messaging AI
  • Call transcription, logging, and analytics dashboard
  • Review management tools
  • Phone number provisioning and management via Telnyx

3. Eligibility

You must be at least 18 years old and have legal capacity to enter into contracts. If you are acting on behalf of a legal entity, you represent that you have authority to bind that entity to these Terms.

4. Phone Numbers — Client Responsibility

4.1 Assignment

When you subscribe to a voice plan, TheReach.ai provisions a phone number ("Assigned Number") via our telephony provider (Telnyx) and assigns it to your account. The number is provisioned in your name and is associated with your account for all regulatory and billing purposes.

4.2 Client is the Registered User

You acknowledge and agree that:

  • The Assigned Number is registered to your account and linked to your legal identity or company
  • You are solely responsible for all calls made from or received on the Assigned Number
  • You are the party of record with the underlying carrier for regulatory compliance purposes

4.3 Permitted Use

The Assigned Number may only be used:

  • To receive inbound calls handled by the TheReach.ai AI agent for your legitimate business
  • To make outbound calls authorised under applicable law and these Terms

4.4 Prohibited Use

You must not use the Assigned Number for:

  • Spam, robocalling, or unsolicited marketing calls in violation of applicable law (including PECR, CNMC regulations, or any national do-not-call rules)
  • Fraud, deception, impersonation, or any illegal purpose
  • Circumventing carrier or regulatory requirements
  • Reselling or sublicensing the number to any third party without our written consent
  • Any purpose other than operating the TheReach.ai service as described

4.5 Liability for Misuse

You accept full liability for any fines, penalties, carrier charges, or legal claims arising from misuse of the Assigned Number. TheReach.ai will not be liable for any consequences of your misuse. We reserve the right to immediately suspend or terminate the Assigned Number and your account if misuse is suspected, without prior notice.

4.6 Number Portability

Numbers provisioned by TheReach.ai remain on Telnyx's infrastructure. On termination of your subscription, you may request porting of your Assigned Number to another carrier, subject to applicable porting rules and a porting fee. We will cooperate with porting requests in good faith.

5. Voice Call Recording and Transcription

5.1 Recording Notice

The Service records and transcribes voice calls by default. This is a core feature required for call logging, transcript generation, and dashboard functionality.

5.2 Client Obligation to Inform Callers

You are required to ensure your callers are informed that their call is handled by an AI and may be recorded. TheReach.ai provides a default disclosure message played at the start of every call. You must not disable or circumvent this disclosure.

You are responsible for compliance with all applicable laws in your jurisdiction regarding call recording consent, including but not limited to:

  • Spain: LOPD-GDD (one-party consent for business calls; caller disclosure required)
  • EU generally: GDPR Article 13 information obligations
  • Any country from which your callers may dial

5.3 Storage and Access

Call recordings and transcripts are stored securely and accessible to you via the dashboard. Retention periods are configurable within the limits set in our Privacy Policy.

5.4 Your Liability

You accept full responsibility for ensuring your use of call recording complies with the laws of your jurisdiction and the jurisdiction of your callers. TheReach.ai is not liable for any claim arising from your failure to obtain required consents or provide required disclosures to callers.

6. Acceptable Use

You must not use the Service to:

  • Violate any applicable law or regulation
  • Process data of individuals without a lawful basis under GDPR or applicable privacy law
  • Impersonate another business or person
  • Operate in sectors requiring special authorisation that you do not hold (e.g. financial advice, medical diagnosis)
  • Conduct activities that could expose TheReach.ai to legal liability or reputational harm
  • Attempt to reverse engineer, scrape, or extract the underlying AI models or platform infrastructure
  • Abuse, overload, or interfere with the platform's infrastructure

We reserve the right to suspend accounts that violate this section immediately and without refund.

7. Subscription, Billing, and Payment

7.1 Plans

Subscription plans and pricing are as published on thereach.ai at the time of purchase. Plans are billed monthly or annually in advance.

7.2 Overages

Usage beyond included plan limits (voice minutes, review responses) is billed at the overage rates published on the pricing page and invoiced at the end of each billing cycle.

7.3 Payment

Payment is processed by Stripe. By subscribing you authorise us to charge your payment method on each renewal date. Failed payments may result in service suspension after 7 days.

7.4 Taxes

Prices are stated exclusive of VAT. Where applicable, VAT will be added at the rate applicable to your location. As a Polish-registered business, we issue VAT invoices under Polish tax law (NIP: 6793214413).

7.5 Refunds

Subscription fees are non-refundable except where required by applicable law or where the Service has experienced material downtime exceeding 24 consecutive hours in a billing period (in which case a pro-rated credit will be applied).

8. Data Processing

You acknowledge that in providing the Service we will process personal data on your behalf. By using the Service you agree to the terms of our Data Processing Agreement (DPA), which is incorporated into these Terms by reference and available at privacy@thereach.ai. The DPA sets out each party's obligations under GDPR Article 28.

You represent that you have a lawful basis to collect and process the personal data of your callers, chat users, and leads, and that you have provided them with appropriate privacy notices.

9. Intellectual Property

9.1 Our IP

TheReach.ai, its software, AI prompts, dashboard, and documentation are owned by SORIN-CONSTANTIN CIORNEI. You receive a limited, non-exclusive, non-transferable licence to use the Service during your subscription.

9.2 Your Content

You retain ownership of your knowledge base content, business information, and call/chat data. You grant us a limited licence to process this content solely to provide the Service.

9.3 Feedback

Any feedback or suggestions you provide about the Service may be used by us to improve the platform without obligation to you.

10. Confidentiality

Each party agrees to keep confidential the other party's non-public business information disclosed in connection with the Service (including pricing, technical architecture, and client data), and not to disclose it to third parties without prior written consent.

11. Warranties and Disclaimers

11.1 Our Warranties

We warrant that the Service will perform materially as described and that we will use commercially reasonable efforts to maintain 99% monthly uptime (excluding scheduled maintenance).

11.2 Disclaimers

THE SERVICE IS PROVIDED "AS IS" TO THE EXTENT PERMITTED BY LAW. WE DO NOT WARRANT THAT:

  • The AI will respond accurately in all cases — AI outputs may contain errors
  • The Service will be uninterrupted or error-free
  • The Service is suitable for regulated industries (healthcare, legal, financial services) without additional safeguards

You are responsible for reviewing AI responses before relying on them for important business decisions.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

  • Our total aggregate liability to you for any claims arising from or relating to the Service shall not exceed the total fees paid by you in the 3 months preceding the claim
  • We shall not be liable for any indirect, consequential, special, or incidental damages, including lost profits, lost data, or reputational harm
  • We shall not be liable for the acts or omissions of third-party sub-processors (Telnyx, Google, xAI, Stripe) beyond our reasonable control

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under Polish or EU law.

13. Indemnification

You agree to indemnify, defend, and hold harmless SORIN-CONSTANTIN CIORNEI and its affiliates from any claims, damages, fines, or costs (including legal fees) arising from:

  • Your misuse of the Service or any Assigned Number
  • Your failure to comply with applicable law (including call recording consent laws)
  • Your breach of these Terms
  • Any content you provide or configure in the platform

14. Term and Termination

14.1 Term

These Terms commence when you create an account and continue until terminated.

14.2 Termination by You

You may cancel your subscription at any time via the dashboard. Cancellation takes effect at the end of the current billing period.

14.3 Termination by Us

We may suspend or terminate your account immediately if:

  • You breach these Terms (especially Sections 4, 5, or 6)
  • Your account is used for fraudulent or illegal activity
  • You fail to pay after 14 days' notice
  • Continuing the Service would expose us to legal or regulatory risk

14.4 Effect of Termination

On termination: your access to the platform ceases; your Assigned Number is released after 30 days (unless porting is requested); your data is retained for 30 days then deleted per our Privacy Policy.

15. Governing Law and Dispute Resolution

These Terms are governed by the law of the Republic of Poland. The parties submit to the exclusive jurisdiction of the courts of Kraków, Poland, except where mandatory consumer protection laws of your country of residence provide otherwise.

For EU Clients, we are willing to use alternative dispute resolution before litigation. Disputes may be submitted to the EU Online Dispute Resolution platform at ec.europa.eu/odr.

16. Changes to These Terms

We will notify you by email at least 14 days before any material change to these Terms. Continued use of the Service after the effective date constitutes acceptance of the updated Terms. If you do not accept the changes, you may terminate your subscription before they take effect.

17. Miscellaneous

  • Entire agreement: These Terms (including the Privacy Policy and DPA) constitute the entire agreement between the parties regarding the Service
  • Severability: If any provision is found unenforceable, the remainder stays in force
  • No waiver: Failure to enforce any provision is not a waiver of the right to enforce it later
  • Assignment: You may not assign your rights under these Terms without our written consent. We may assign our rights in connection with a business transfer
  • Language: These Terms are written in English. In the event of any conflict with a translated version, the English version prevails

18. Contact

SORIN-CONSTANTIN CIORNEI ul. Szlak 77, room 222, 31-153 Kraków, Poland NIP: 6793214413 legal@thereach.ai