AVELLO TERMS & CONDITIONS

Last updated: July 28, 2026

These Terms govern your use of the Avello Service. Please read them --- particularly Sections 3 (AI Limitations), 5 (Cancellation), 10 (Disclaimers), 11 (Indemnity) and 12 (Limitation of Liability).

1. The Agreement

These Terms are between Avello Systems ("Avello," "we," "us") and the business purchasing or using our services ("Customer," "you").

The "Avello Service" means our AI-powered voice, call-handling, receptionist, scheduling, lead-capture and automation services, together with any associated telephone numbers, dashboards, integrations, support and professional services we make available.

These Terms, together with any order form, checkout page, subscription confirmation, quote or written agreement referencing them, form the entire agreement between us and supersede anything discussed, promised or proposed beforehand --- including sales calls, demos, emails and marketing materials.

How you accept. These Terms take effect when you submit payment, activate a subscription, sign an order form, or otherwise access or use the Avello Service --- whichever happens first. Doing any of those acts as your electronic signature.

By accepting, you acknowledge and agree that:

(a) Artificial intelligence is probabilistic. The Avello Service will sometimes misunderstand callers, mishear names, numbers or addresses, give inaccurate or incomplete answers, fail to complete a booking or transfer, misjudge how urgent a call is, generate information that is wrong, or behave unexpectedly. You accept this as an inherent characteristic of the service, not a defect.

(b) Your subscription renews automatically until you cancel under Section 5.

(c) All fees are non-refundable, including any renewal that has already been charged.

(d) You are responsible for your own legal compliance, including call recording, consent, AI disclosure and telemarketing laws.

(e) If you are accepting on behalf of a business, you have authority to bind it.

Business use only. The Avello Service is for business and commercial use. By purchasing, you confirm you are acting in the course of a trade, business or profession, and not for personal, family or household purposes.

2. The Service

Subject to these Terms, we grant you a limited, revocable, non-transferable, non-sublicensable right to access and use the Avello Service for your own internal business purposes during your subscription.

Depending on your plan and configuration, the Avello Service may answer calls, respond to callers, capture caller information, assess urgency, book or request appointments, transfer calls, send messages and notifications, create summaries and transcripts, connect to your calendar or CRM, and trigger automated workflows. Available functionality depends on your plan, configuration, integrations, location, carrier and third-party services.

Account security. You are responsible for keeping login credentials confidential, for everything done under your account, and for telling us promptly if you suspect unauthorised access.

Telephone numbers. Telephone numbers we provision on your behalf are provided under our carrier accounts and remain ours. On cancellation or termination, we may deactivate them. We will make reasonable efforts to cooperate with a port-out request made before your access ends, provided your account is paid in full, but porting is controlled by carriers and we do not guarantee it will succeed.

Fair use. We may apply reasonable limits to prevent abuse, and may suspend or restrict usage that is abnormal, automated, resold, or that imposes disproportionate cost or risk on us or our providers.

3. AI Limitations, Your Configuration, and Results

3.1 AI limitations. The Avello Service uses artificial intelligence and automated systems. It may:

misunderstand words, names, phone numbers, addresses, accents, background noise or caller intent;
give inaccurate, incomplete, outdated or inappropriate responses;
fail to follow an instruction;
misclassify the nature or urgency of a call;
record or communicate appointment details incorrectly;
fail to complete a transfer, booking, message or notification;
generate information not contained in your approved materials ("hallucinate");
experience delays, interruptions or technical failures; or
otherwise behave unexpectedly.

The Avello Service is an assistive business tool. It is not a replacement for human judgment, human review, or appropriate oversight of your business. You agree to maintain a level of human oversight appropriate to how you use it.

3.2 Your information is your responsibility. You are responsible for reviewing, approving, maintaining and updating everything the Avello Service relies on --- your business details, hours, service areas, pricing and estimates, availability, FAQs, urgency criteria, escalation procedures, transfer destinations, staff contact details, calendars, promotions, scripts, disclaimers and workflows.

We are not responsible for losses, disputes, missed appointments, incorrect quotes, misleading answers, failed transfers or failed escalations caused by information that you supplied, approved or failed to keep current.

3.3 No guaranteed results. We may describe potential benefits such as answering more calls, reducing missed calls, capturing leads or recovering revenue. These describe intended outcomes only. We do not guarantee any number of calls, leads, appointments, bookings, jobs, customers, sales, revenue, cost savings, conversion rate or return on investment. Results depend on factors outside our control, including your market, pricing, reputation, availability, call volume, follow-up, staffing and caller behaviour.

3.4 Not for emergencies. The Avello Service is not a substitute for 911 or any other emergency service, and must not be configured, marketed or represented as a guaranteed emergency-response system.

Where you use it to identify or route urgent calls --- leaks, heating failures, electrical faults, property damage or similar --- you remain solely responsible for defining urgency criteria, providing accurate escalation instructions, maintaining working on-call numbers, ensuring staff are available, and deciding how to respond. We do not guarantee that any call, transfer, escalation, message or notification will reach you or anyone else.

Do not rely solely on the Avello Service where an error, delay, missed message or failed transfer could result in death, injury, substantial property damage or other serious harm.

4. Fees, Billing and Renewal

4.1 Fees. You will pay the subscription fee and any usage or overage charges, setup fees, professional service fees and taxes set out on your order form, checkout page or invoice. Included usage applies only to the current billing period, does not roll over, has no cash value and expires at the end of the period. Overage may be charged during or at the end of a billing period, or added to your next invoice.

You authorise us and our payment processors to charge your designated payment method for all properly incurred fees without needing separate approval for each charge. Our records, and those of our underlying providers, determine usage and overage absent manifest error.

4.2 No refunds. Except where expressly agreed in writing or required by law, all fees are non-refundable --- including subscription fees, setup fees, usage and overage charges, telephone and telecommunications charges, integration and implementation fees, professional service fees, unused included minutes, and unused portions of a billing period.

You are not entitled to a refund because you did not use the service, used less than your included usage, were dissatisfied with results, did not implement or configure the service, or cancelled part-way through a paid period.

4.3 Renewal. Your subscription renews automatically at the end of each billing period at the then-applicable rate until cancelled under Section 5.

4.4 Late payment. Overdue amounts may accrue interest at 1% per month or the maximum permitted by law, whichever is lower. We may suspend or restrict access while payment is overdue.

4.5 Taxes. Prices exclude taxes. You are responsible for all applicable sales, use, VAT, GST or similar taxes, other than taxes on our net income. If none were charged at subscription, no tax was required.

4.6 Billing disputes. Tell us within 30 days of a charge if you dispute it, identifying the charge and the reason. After 30 days, charges are deemed accepted. Undisputed amounts remain payable.

4.7 Changes to fees. We may change pricing on notice by email or through the Avello Service. Changes take effect at your next renewal after notice. If you do not accept them, cancel under Section 5.

5. Cancel Anytime

You may cancel at any time by emailing support@avellosystems.com at least 5 days before your subscription renews.

Your cancellation takes effect at the end of your current paid period. You keep access until then, and your subscription will not renew again.
If you cancel with fewer than 5 days remaining, the pending renewal may still be charged. That renewal is not refunded --- your subscription simply runs to the end of that paid period and then stops.
Usage and overage charges incurred before your access ends remain payable even if invoiced afterwards.
Cancellation must be sent by email to the address above. Requests made by phone, text, social media or other informal channels are not effective notice. A request is received when it lands in our support inbox.
We will try to confirm your cancellation by email within 2 business days. Failure to receive a confirmation does not invalidate a request we actually received --- but if you do not hear from us, please follow up.
For quarterly, annual or custom plans, the cancellation terms in your order form apply. If none are stated, cancellation takes effect at the end of your then-current term provided we receive notice at least 5 days before renewal.

If the Avello Service is not working for you, your sole and exclusive remedy is to cancel under this Section.

6. Acceptable Use

You may use the Avello Service only for lawful purposes. You must not use it to:

(a) commit, facilitate or conceal unlawful activity;

(b) defraud, deceive, threaten, harass, impersonate or unlawfully harm anyone;

(c) conduct unlawful robocalls, telemarketing, AI-generated calls or text campaigns, or violate Do-Not-Call requirements;

(d) record, monitor, intercept or transcribe communications unlawfully;

(e) collect or process personal information without the required notice, consent or authority;

(f) infringe intellectual property, privacy, publicity or other rights;

(g) transmit malicious code, attempt unauthorised access, or interfere with the security or integrity of the Avello Service;

(h) circumvent usage limits, access controls, billing systems or security measures;

(i) resell, sublicense or provide unauthorised third-party access to the Avello Service; or

(j) use the Avello Service in any way we reasonably believe creates material legal, regulatory, security, financial, carrier, reputational or third-party risk.

Conduct toward our team. We have zero tolerance for abusive, threatening, harassing or discriminatory behaviour toward our staff, contractors or representatives, in any medium. We may suspend or terminate immediately, without refund, if it occurs.

7. Your Legal Compliance

You are responsible for ensuring your use of the Avello Service complies with all laws that apply to you, your callers and your markets. This includes laws on telemarketing and automated or prerecorded calls, Do-Not-Call registries, caller ID accuracy, consent, calling-time restrictions, opt-out rights, privacy and data protection, and disclosure of artificial or synthetic voices.

Call recording and AI disclosure. Many jurisdictions require all parties to a call to be notified that the call is recorded or transcribed, and a growing number require callers to be told they are speaking with an artificial voice or AI system. You are solely responsible for determining what disclosures your business must make and for ensuring they are included in your greeting and call flows. We can implement disclosure language you provide or approve, but we do not decide what is legally required for you.

You must not spoof, falsify or misrepresent caller identity. You must obtain and keep records demonstrating any consent, business relationship or lawful basis your communications require, and provide copies to us promptly on reasonable request in connection with a complaint, carrier inquiry, regulatory inquiry or investigation.

We do not provide legal advice and make no representation that your particular use of the Avello Service complies with any law. You agree not to rely on us for legal or compliance determinations.

8. Third-Party Services

The Avello Service depends on third-party providers, including telephony carriers, AI model providers, speech and voice providers, cloud hosting, databases, automation platforms, CRM and scheduling systems, messaging providers and payment processors ("Third-Party Services"). Our current sub-processors are described in our Privacy Policy.

We are not responsible for Third-Party Services --- their content, availability, performance, security or continued operation --- or for outages, delays, blocked or dropped calls, interrupted transfers, API or pricing changes, degraded service, or discontinued features caused by them. We may modify, replace, suspend or discontinue a feature if a Third-Party Service changes or ends functionality we rely on.

If you connect a Third-Party Service to your account, you authorise us and our providers to access and process information from it as needed to deliver the integration. You are responsible for maintaining valid accounts and credentials, complying with the third party's terms, and the accuracy of information supplied through it.

9. Content, Data and Intellectual Property

9.1 Your content. "Customer Content" means the data, instructions, scripts, business information, knowledge-base content, pricing, calendar and contact information, call content, recordings, transcripts and summaries supplied by you or processed through your use of the Avello Service. You keep ownership of Customer Content. We are not responsible for its accuracy, legality or completeness.

You grant us and our providers a worldwide, non-exclusive, royalty-free licence to host, process, store, transmit, copy, modify and display Customer Content as reasonably necessary to operate the Avello Service, answer and process calls, run AI systems, deliver integrations and workflows, produce summaries and transcripts, provide support, maintain security, prevent fraud, monitor performance and comply with law.

You represent that you have all rights, consents, notices and lawful bases necessary to provide Customer Content and authorise this processing.

9.2 Aggregated data. We may anonymise, aggregate and de-identify information derived from Customer Content and from use of the Avello Service so that it does not identify you, your end users or any individual. We may use that aggregated data indefinitely for analytics, security, reliability, product development, quality assurance and improving our AI systems, provided we never present it as identifying you or any individual.

9.3 Our intellectual property. We and our licensors own all rights in the Avello Service, including its software, interfaces, dashboards, workflows, templates, prompts, system instructions, configurations, methodologies, documentation, designs and branding, and all improvements and derivative works. You receive no rights except the limited access rights granted in these Terms.

You must not reverse engineer, decompile, scrape or attempt to derive our source code, prompts, system instructions, models or architecture; claim any proprietary interest in the Avello Service; contest or knowingly infringe our rights; use our name, marks or logos without permission; resell or sublicense access; circumvent technical or billing restrictions; or copy our technology, prompts or workflows to build a competing service.

9.4 Feedback. Any ideas, suggestions or feedback you give us about the Avello Service may be used by us freely, without restriction or compensation.

9.5 Confidentiality. Each party will keep the other's non-public information confidential, use it only for purposes of this agreement, protect it with at least reasonable care, and share it only with people who need to know and are bound by similar obligations. This does not apply to information that is or becomes public without fault, was already known without restriction, is independently developed, or is lawfully received from another source. Either party may disclose where required by law, giving reasonable prior notice where permitted.

10. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE AVELLO SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE. WE DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, AVAILABILITY AND RELIABILITY.

Without limiting that, we do not warrant that: the Avello Service will be uninterrupted or error-free; every call will be received or answered; every caller will be correctly understood; every AI response will be accurate or complete; every transfer will succeed; every appointment will be booked correctly; every message or notification will be delivered; every urgent call will be correctly identified; integrations will remain available; or that you will achieve any particular business result.

You expressly acknowledge that AI systems produce errors, hallucinations, misunderstandings and unexpected behaviour.

11. Indemnification

11.1 Your indemnity. You will defend, indemnify and hold harmless Avello, its affiliates, and their officers, directors, employees, contractors and representatives from and against any third-party claim, demand, action, investigation, regulatory proceeding or other proceeding, and all resulting damages, losses, costs, fines, penalties, settlements and reasonable legal fees, arising out of or relating to:

(a) Customer Content, or any information, price, quote, warranty, representation, commitment or appointment provided or undertaken by you or on your behalf;

(b) your breach of these Terms or of your representations and warranties;

(c) your use of the Avello Service in violation of these Terms or applicable law;

(d) your failure to obtain required consent, disclosure, notice, authority or lawful basis for calls, recordings, transcriptions, messages, automated or AI-generated communications, or processing of personal information;

(e) any call, message, recording or communication made or received through your account;

(f) your products, services, business operations, quotations or fulfilment of jobs, and the acts or omissions of your employees, technicians, contractors or service providers;

(g) your reliance on AI output without appropriate human oversight; and

(h) any property damage, personal injury, financial loss or other harm arising from your business, your response or failure to respond to a call, or your handling of an appointment or job.

This does not apply to the extent a claim is directly caused by our gross negligence or wilful misconduct, or to liability that cannot lawfully be excluded.

11.2 Our indemnity. We will defend you against a third-party claim that your authorised use of the Avello Service, in accordance with these Terms, directly infringes that party's intellectual property rights, and pay damages finally awarded. This does not apply to claims arising from Customer Content, from output generated by AI models, from Third-Party Services, from modifications or unauthorised use, from combination with anything not supplied by us, or from continued use after we ask you to stop. Our total liability under this Section is subject to the cap in Section 12.2.

11.3 Procedure. The indemnified party will give prompt written notice, reasonable cooperation, and control of the defence and settlement to the indemnifying party. No settlement may admit wrongdoing by, or impose a non-monetary obligation on, the indemnified party without its consent, not to be unreasonably withheld.

12. Limitation of Liability

12.1 Excluded damages. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST BUSINESS OR OPPORTUNITIES, LOST CUSTOMERS OR LEADS, MISSED JOBS OR CALLS, MISSED OR INCORRECTLY BOOKED APPOINTMENTS, FAILED TRANSFERS, UNDELIVERED MESSAGES, INCORRECT AI RESPONSES OR HALLUCINATIONS, INCORRECT URGENCY CLASSIFICATION, LOSS OF DATA OR GOODWILL, BUSINESS INTERRUPTION, OR THE COST OF SUBSTITUTE SERVICES --- however caused, under any theory of liability, and whether or not we were advised such damages were possible.

Without limiting that, we are not liable for losses arising from: misunderstood callers or speech-recognition errors; incorrect or hallucinated AI output; inaccurate information you supplied; missed or incorrectly booked appointments; failed or interrupted transfers; undelivered messages or notifications; incorrect urgency classification; your staff being unavailable; carrier, internet, cloud, platform or AI model outages; caller conduct; unauthorised account access caused by you; your own products, services, acts or omissions; or your reliance on AI output without human oversight.

12.2 Liability cap. EXCEPT FOR OUR OBLIGATIONS UNDER SECTION 11.2, OUR GROSS NEGLIGENCE OR WILFUL MISCONDUCT, OR LIABILITY THAT CANNOT LAWFULLY BE LIMITED, OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE AVELLO SERVICE WILL NOT EXCEED THE FEES YOU ACTUALLY PAID US IN THE THREE MONTHS IMMEDIATELY BEFORE THE EVENT FIRST GIVING RISE TO THE LIABILITY.

If you have used the Avello Service for less than three months, the cap is the total fees you actually paid. This cap applies collectively to all claims and does not reset per claim.

12.3 Basis of the bargain. You acknowledge that the fees reflect this allocation of risk, and that we would not provide the Avello Service at these prices without Sections 10, 11 and 12.

13. Suspension and Termination

13.1 By you. Cancel under Section 5.

13.2 For cause. Either party may terminate for the other's material breach on 30 days' written notice if the breach is not cured in that period, or immediately if the other party becomes insolvent, is wound up, or ceases business.

13.3 Immediate suspension. We may suspend or terminate your access immediately, without notice and without refund, if we reasonably determine that: you are using the Avello Service unlawfully; you have engaged in fraud or deception; you present a security threat; your conduct creates material legal, regulatory, carrier, reputational or financial risk; you have threatened or abused our people; a provider, carrier or authority requires suspension; your account is compromised; continued use risks harm to us, a third party or the public; or you have failed to pay amounts due after reasonable notice.

13.4 Effect. On termination or expiry: you stop using the Avello Service; you remain liable for amounts incurred before your access ends; we may deactivate telephone numbers, integrations, workflows and account access; and Customer Content is handled per our Privacy Policy, applicable law and our retention practices. Each party will, on reasonable request and where practicable, return or destroy the other's confidential information, except copies retained in backups or required for legal, security or compliance purposes.

13.5 Survival. Sections 4 (for amounts owed), 9, 10, 11, 12, 13.4, 13.5 and 14 survive termination.

14. General

14.1 Governing law and disputes. These Terms, and any dispute arising out of or relating to them or the Avello Service, are governed by the laws of Singapore, without regard to conflict-of-laws rules. The courts of Singapore have exclusive jurisdiction, and each party submits to that jurisdiction and waives any objection based on inconvenient forum.

Before starting proceedings, the complaining party must send written notice to support@avellosystems.com describing the dispute, the relevant facts and the relief sought, and the parties will try in good faith to resolve it informally for 30 days.

Either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property, confidential information or systems, or to enforce a judgment.

14.2 Class action waiver. TO THE MAXIMUM EXTENT PERMITTED BY LAW, EACH PARTY AGREES TO BRING CLAIMS ONLY IN ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR MEMBER IN ANY CLASS, COLLECTIVE, CONSOLIDATED OR REPRESENTATIVE PROCEEDING.

14.3 Changes to these Terms. We may update these Terms. For material changes affecting an active subscription, we will give reasonable notice by email, through the Avello Service, or by posting at avellosystems.com, and the changes take effect at your next renewal after notice. Continuing to use the Avello Service after that constitutes acceptance. If you do not accept them, cancel under Section 5.

14.4 Notices. Notices to us go to support@avellosystems.com. Notices to you go to the email address on your account. You are responsible for keeping your contact details current.

14.5 Assignment. You may not assign these Terms without our written consent, and any attempt to do so is void. We may assign freely, including to an affiliate, successor, or acquirer of our business or assets.

14.6 Independent contractors. The parties are independent contractors. Nothing here creates a partnership, agency, employment, fiduciary, franchise or joint-venture relationship.

14.7 Force majeure. Except for payment obligations, neither party is liable for delay or failure to perform caused by events beyond its reasonable control, including natural disasters, epidemics, war, civil unrest, government action, labour disputes, cyberattack, power failures, and outages or failures of internet, telecommunications, carrier, cloud or AI model providers.

14.8 Publicity. You permit us to use your business name and logo on our website, customer lists and marketing materials, revocable by written notice to us. Testimonials, quotes, recordings, case studies and attributed performance results require your consent.

14.9 Severability and waiver. If any provision is held unenforceable, it will be modified to the minimum extent necessary or severed, and the rest remains in effect. A failure to enforce any provision is not a waiver of it.

14.10 Electronic acceptance. These Terms may be accepted electronically --- by online checkout, clicking to accept, electronic signature, payment submission or subscription activation --- and any such acceptance is valid and binding.

Avello Systems Pte Ltd

Website: avellosystems.com

Support, cancellation requests and legal notices: support@avellosystems.com

BY PURCHASING, ACCESSING OR USING THE AVELLO SERVICE, YOU CONFIRM THAT YOU HAVE READ, UNDERSTOOD AND AGREE TO BE BOUND BY THESE TERMS.