Terms and Conditions

1. Provider

The service is provided by ISAHAR SYSTEMS S.R.L., with its registered office at Str. Mihai Viteazul, no. 17A, Târgu Neamț, Neamț County, 615200, Romania, registered with the Trade Register under no. J2026055504003, tax identification number RO55627873, hereinafter referred to as “isahar Voice”, “we”, “us” or the “provider”.

Contact: voice@isahar.io, +40 748 240 487.

2. Service description

isahar Voice is a cloud telephony platform for teams that handle calls. Depending on the plan and configuration, the service may include:

• phone numbers;
• incoming and outgoing calls from the web application;
• visual call flow configuration;
• business hours, date rules, audio messages, keypad menus, teams, waiting, forwarding and voicemail;
• call recording and notes;
• call history and metadata;
• available integrations;
• the API and webhooks.

The exact features are those displayed in the application and on the pricing page, and those included in the order or offer accepted by the customer.

3. Account creation and administration

The customer must provide accurate, up-to-date information and designate the users authorized to access the account.

The customer is responsible for:

• maintaining the confidentiality of passwords and API keys;
• configuring roles and permissions;
• activity carried out through its accounts;
• revoking access for people who are no longer authorized;
• promptly reporting any unauthorized access or security incident.

Accounts must not be shared with unauthorized people or transferred to another organization without our agreement.

4. Free trial

The Start, Team and Business plans may be tried free for 14 days, with no credit card required, under the conditions displayed during registration.

At the end of the trial, the account is not converted automatically into a paid subscription. To continue, the customer must select a plan and confirm payment.

We may limit the trial to one use by the same company or user and may suspend accounts created for abusive purposes.

5. Plans and pricing

Plans, user limits, included minutes and prices are published on the pricing page and confirmed before purchase.

A commercial offer or order summary accepted by the customer prevails where it contains different negotiated terms.

Prices are shown in euros and exclude VAT. VAT is calculated and added in accordance with applicable law.

6. Billing and payment

Subscriptions may be billed monthly or annually in advance. An annual subscription covers 12 months and receives the 17% discount displayed at the time of purchase.

The customer authorizes charges for the subscription and additional usage through the selected payment method. Invoices and payment status are made available through the process communicated by the provider.

If a payment fails, we will notify the customer and may restrict or suspend the service if payment is not remedied within a reasonable period.

The customer is responsible for keeping its billing information and payment method up to date.

7. Subscription renewal and cancellation

Monthly subscriptions renew every month. Annual subscriptions renew for successive 12-month periods until cancelled.

Cancellation takes effect at the end of the period already paid for. Unless required by law or expressly agreed by us, amounts relating to a billing period that has already begun are non-refundable.

For annual subscriptions, we will notify the customer of an upcoming renewal at least 30 calendar days in advance and send a second reminder approximately 7 days before renewal. The notice will state the renewal date, plan, applicable price and cancellation method.

8. Included minutes and additional usage

Included minutes are shared among account users and reset each month, including for annual subscriptions. Unused minutes do not roll over.

Minutes for incoming and outgoing calls apply only to destinations and number types identified as eligible on the pricing page.

Once included minutes are used, the service may continue at the additional rates displayed on the pricing page and in the account. International, toll-free, premium-rate, special and other excluded destinations are billed separately.

Billable duration, rounding, connection charges and any other applicable technical rules must be disclosed to the customer where they vary by destination or provider.

9. Phone numbers

Number availability depends on country, type, prefix, provider and requirements imposed by local authorities or carriers. Activation may require verification of identity, company, address or stated use.

The customer must provide accurate documents and use numbers in accordance with their intended purpose and applicable rules. An application may be rejected or a number suspended if documents are incomplete, use is prohibited, or a provider or authority requires such action.

Numbers are made available to the customer for the duration of the service and do not become the customer's property. Porting rights remain subject to applicable law and carrier conditions.

10. Number porting

Porting is available only for eligible numbers and may require documents and authorization from the number holder.

Porting time depends on the country, number type and carriers involved and is not guaranteed. Any costs are communicated before the process begins.

The customer must keep the existing service active until porting is complete and is responsible for the accuracy of submitted documents.

When ending the service, the customer must request porting in good time for any numbers it wishes to retain. Porting may become impossible after a number has been deactivated or released.

11. Call flow configuration and routing

The customer controls the call flows, schedules, messages, teams, forwarding rules and destinations configured in the account.

The customer is responsible for testing the configuration before production use and after any change. We are not liable for calls routed incorrectly because of a configuration entered by the customer.

Forwarding to other numbers may generate call charges at the applicable rates.

12. Call recording

Recording is optional and is enabled by the customer.

The customer is responsible for determining whether recording is permitted, selecting the legal basis, informing callers, configuring the required notice, limiting access and setting the retention period.

isahar Voice provides the technical features, but enabling them does not guarantee legal compliance. A notice configured in the call flow does not automatically constitute valid consent.

13. Third-party integrations

The customer may connect the platform to third-party systems, including Magento 2, Base.com and Help Scout, or to other applications through the API and webhooks.

The customer represents that it has the right to connect those systems, access the data and authorize its transfer to isahar Voice.

An integration may depend on the availability, API and terms of a third-party provider. We do not guarantee uninterrupted operation of a service we do not control, and may adapt or withdraw an integration if the third-party system changes or becomes unavailable.

14. API and webhooks

The customer is responsible for protecting API keys and signing secrets and for securing configured endpoints.

Webhooks may contain personal data and must be sent only to authorized systems. The customer is responsible for selected recipients, retention of received data and compliance with applicable law.

We may restrict or suspend API access in the event of abuse, a security risk or exceeded technical limits.

15. Acceptable use

The service must not be used for:

• fraud, deception, harassment or threats;
• unauthorized marketing communications or unlawful automated calls;
• caller ID spoofing;
• unauthorized access, vulnerability testing or disruption of the service;
• infringement of the rights of others;
• resale of the service without our agreement;
• any other unlawful activity or activity that may harm the network, providers or other customers.

We may investigate suspicious use and cooperate with carriers and competent authorities as permitted by law.

16. Emergency services

isahar Voice is a business communications service and must not be treated as a substitute for mobile or fixed-line telephony used to call emergency services.

We do not guarantee that calls to 112 or other emergency numbers are available for every country, number type or configuration. Even where routing an emergency number is technically possible, it may depend on the originating number, its associated country, the registered emergency address, internet connection, device power and account configuration.

The customer must inform users of these limitations and maintain an independent alternative for emergency calls at all times. Any availability of emergency calling will be confirmed separately in writing for the relevant country, number and configuration.

17. Availability, maintenance and support

We use reasonable efforts to keep the service available. Interruptions may arise from maintenance, updates, faults, the customer's internet connection, telecommunications providers or events outside our reasonable control.

We will seek to provide advance notice of planned maintenance with a material impact.

Guaranteed availability, response times and any service credits apply only where set out in a separate service level agreement.

Support is available by email at voice@isahar.io, Monday to Friday, from 09:00 to 17:00 Europe/Bucharest time, excluding Romanian public holidays. Guaranteed response times apply only where stated in a plan or separate service level agreement.

18. Changes to the service

We may improve, modify or replace features for security, compliance, performance or product development.

Where a change materially reduces a core feature purchased by the customer, we will provide reasonable notice and, where appropriate, allow termination before the change takes effect.

19. Customer data and confidentiality

The customer retains its rights in data entered into or generated through use of the service.

The customer grants us a limited right to process the data solely to provide, secure and support the service in accordance with the contract, the Privacy Policy and the data processing agreement.

Each party will protect the other party's confidential information and use it only for the contractual relationship.

20. Intellectual property

isahar Voice, its interface, software, documentation, trademarks and visual elements belong to the provider or its licensors.

The customer receives a limited, non-exclusive, non-transferable and revocable right to use the service for the duration of the subscription. The customer must not copy, modify, decompile, resell or create derivative products except where mandatorily permitted by law.

21. Suspension and termination by the provider

We may suspend or terminate the service if:

• payment is overdue;
• the customer breaches these terms;
• there is a security risk or reasonable suspicion of fraud;
• use affects the network or other customers;
• a telecommunications provider or authority requires the action;
• providing the service becomes unlawful or impossible.

Where circumstances allow, we will notify the customer and give it an opportunity to remedy the issue before suspension.

22. Effects of termination

When the subscription ends, access to the platform and use of numbers are disabled at the end of the paid period, except in cases of suspension for abuse or legal reasons.

The customer must export its data and initiate porting before termination. Remaining data is returned or deleted in accordance with the Privacy Policy and the data processing agreement.

Payment, confidentiality, intellectual property and limitation of liability obligations survive to the extent required by their nature.

23. Warranties and third-party services

The service is provided as available and depends on networks, carriers, the internet and third-party systems.

We do not guarantee that the service will always be error-free or that every number, destination and integration will be available at all times or in every country.

We are not responsible for the content, data or operation of third-party services controlled by the customer or other providers.

24. Limitation of liability

To the extent permitted by law, the provider is not liable for indirect or consequential loss, or for loss of profit, revenue, business opportunity, anticipated savings or reputation arising from use of or temporary inability to use the service.

The provider's total aggregate liability for all claims arising from the same event or related events is limited to the total amounts paid and payable by the customer for the isahar Voice service during the 12 months immediately preceding the event giving rise to liability.

These limitations do not apply to fraud, willful misconduct or gross negligence, personal injury or harm to health, or any other circumstance in which liability cannot be excluded or limited by law.

Nothing excludes statutory confidentiality and data protection obligations. Liability for breach of those obligations is determined under the law, the data processing agreement and any negotiated commercial terms.

25. Indemnification of the provider

The customer is responsible for losses, costs and claims arising from unlawful use of the service, content it enters, its configurations, infringement of third-party rights, or failure to meet its obligations concerning calls and recordings.

This clause applies only to the extent permitted by law and must be legally validated before publication.

26. Force majeure

Neither party is liable for failure caused by unforeseeable events beyond its reasonable control, including widespread network outages, disasters, conflicts, acts of public authorities or major infrastructure incidents.

The affected party will notify the other party and use reasonable efforts to mitigate the effects.

27. Changes to these terms

We may update these terms to reflect legal, technical or commercial changes. Material changes will be communicated to active customers at least 30 days before they take effect.

If a change materially affects the contracted service, the customer may terminate before its effective date, taking effect at the end of the paid period or as stated in the notice.

28. Notices

Contractual notices may be sent to the email address associated with the account, through the application or using the customer's supplied contact details.

The customer is responsible for keeping its contact details up to date.

29. Governing law and disputes

These terms are governed by Romanian law.

The parties will seek to resolve disputes amicably. If this is not possible, disputes will be decided by the courts having subject-matter and territorial jurisdiction in Neamț County, Romania, to the extent a choice of jurisdiction is permitted by law.

30. Final provisions

If any provision is held invalid, the remaining provisions continue to apply.

A failure to exercise a right immediately does not constitute a waiver of that right.

The customer may not assign the contract without our written consent. The provider may assign the contract as part of a reorganization, merger or transfer of business, subject to notice to the customer.

These terms, the accepted offer, the Privacy Policyand the data processing agreement form the agreement between the parties concerning the isahar Voice service.