Terms of Service

1. Acceptance of Terms

By accessing and using Norahelp ("the Service"), you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.

These Terms of Service ("Terms") constitute a legally binding agreement between you and Norahelp regarding your use of our AI chatbot platform and related services.

2. Service Description

Norahelp provides two core AI-powered services:

• AI Phone Agent — an AI-powered virtual receptionist that answers, transfers, and can make phone calls on your behalf, including a telephone number provisioned for you through a third-party telecommunications provider (currently Twilio Inc. and its local carrier partners)
• AI Chat Widget — AI-powered chatbot widgets for websites
• Conversation, call and appointment management, plus analytics tools
• API access for integration (on applicable plans)
• Customer support and documentation

3. Business Customers Only

Norahelp is intended exclusively for commercial and professional use.

• By creating an account, you confirm that you are acting as a business/entrepreneur ("Unternehmer" within the meaning of § 14 BGB) and not as a consumer ("Verbraucher" within the meaning of § 13 BGB).
• These Terms constitute a business-to-business (B2B) agreement. Statutory consumer-protection provisions that apply exclusively to consumer contracts do not apply to your use of Norahelp.
• If you register on behalf of a company or other organization, you confirm that you are authorized to bind that organization to these Terms.
• If you are not acting in a professional or commercial capacity, you may not use Norahelp.

4. User Accounts & Registration

4.1 Account Creation

To use Norahelp, you must:

• Be at least 18 years old and have the legal authority to enter into this agreement, personally or on behalf of your business
• Provide accurate and complete registration information
• Maintain the security of your password
• Accept responsibility for all activities under your account

4.2 Account Security

You are responsible for:

• Keeping your login credentials confidential
• Notifying us immediately of unauthorized access
• Using strong passwords and enabling two-factor authentication

4.3 Account Termination

We reserve the right to suspend or terminate accounts that:

• Violate these Terms of Service
• Engage in fraudulent or illegal activities
• Abuse or misuse the service
• Have outstanding payment obligations

5. Acceptable Use Policy

5.1 Permitted Use

You may use Norahelp to:

• Create chatbots and phone agents for legitimate business purposes
• Provide customer support and information
• Collect user feedback and inquiries
• Integrate with your websites, phone lines and applications

5.2 Prohibited Use

You must NOT use Norahelp to:

• Violate any laws or regulations
• Distribute spam, malware, or harmful content
• Harass, abuse, or harm others
• Collect personal data without consent
• Impersonate others or provide false information
• Reverse engineer or attempt to access source code
• Overload or disrupt our infrastructure
• Share your account with unauthorized users
• Make unsolicited marketing, advertising, or telemarketing calls, or send unsolicited bulk messages, without the consent required by law
• Use a provisioned phone number or the AI Phone Agent for robocalling, mass-dialing, debt collection, political campaigning, or any automated calling that violates applicable telecommunications or do-not-call laws (including the German Telekommunikationsgesetz (TKG) and the Act Against Unfair Competition (UWG))
• Record, transcribe, or process a telephone call without obtaining every legally required consent from the parties to that call
• Use a provisioned phone number in a way that leads, or could reasonably be expected to lead, to fraud reports, abuse complaints, or regulatory action against that number

6. Phone Number & Telephony Services

6.1 Provisioning via Third-Party Carriers

Where your plan includes the AI Phone Agent, Norahelp provisions a telephone number on your behalf through third-party telecommunications providers (currently Twilio Inc. and its local carrier partners). By requesting a number, you authorize us to submit the information required by these providers and by applicable telecommunications regulations to activate it.

6.2 No Guarantee of Number Retention

Telephone numbers remain subject to the policies of the underlying carrier and applicable telecommunications regulators. We do not guarantee that any specific number will remain available, portable, or unchanged, and a number may be reclaimed, suspended, or replaced if required by our carrier or by law.

6.3 Your Responsibility for Lawful Use

You are solely responsible for ensuring that your use of any provisioned phone number and the AI Phone Agent complies with all applicable laws in every jurisdiction where you operate or where the people you call or who call you are located — including telemarketing, do-not-call, call recording/consent, and data protection laws. :app is not a telecommunications carrier and does not review or approve how you use your number.

6.4 Call Processing & Consent

To operate, the AI Phone Agent processes and transcribes the content of calls made or received through your number, and stores a text transcript and summary of the call. If call recording, transcription, or AI processing requires the consent of any party under applicable law (for example, the German principle of confidentiality of the spoken word under § 201 StGB, or two-party consent laws in other jurisdictions), you are solely responsible for obtaining and documenting that consent before the call takes place, including through an appropriate announcement to your callers.

6.5 Suspension & Reclamation

We may immediately suspend or terminate your access to a phone number or the AI Phone Agent, without prior notice and without refund, if we reasonably suspect abuse, fraud, spam, or a violation of this section, or if required to do so by our carrier or a telecommunications regulator.

7. AI-Generated Content

7.1 No Guarantee of Accuracy

The AI Phone Agent and AI Chat Widget generate responses, book appointments, and take actions automatically using artificial intelligence. AI-generated output may be incomplete, inaccurate, or inappropriate for your specific situation. You are responsible for reviewing and verifying any information, appointment, or commitment made by the AI before relying on it.

7.2 No Liability for AI Decisions

We are not liable for any loss, missed appointment, miscommunication, incorrect information given to a caller or website visitor, or business decision resulting from output generated by the AI Phone Agent or AI Chat Widget.

8. Payment & Billing

8.1 Pricing Plans

Norahelp offers various pricing plans with different features and limits. Current pricing is available on our pricing page.

8.2 Payment Terms

• Payments are processed monthly or yearly based on your selected plan
• All prices are in USD (or your selected currency)
• Payments are processed via Stripe or PayPal
• Automatic renewal unless cancelled

8.3 Refund Policy

We offer a 14-day money-back guarantee for new subscriptions. After 14 days, payments are non-refundable except as required by law.

8.4 Failed Payments

If payment fails, your account may be suspended until payment is resolved. We will attempt to notify you via email before suspension.

8.5 Price Changes

We reserve the right to change our pricing with 30 days notice. Existing subscriptions will be honored at their original price until renewal.

9. Subscription & Cancellation

9.1 Subscription Auto-Renewal

Subscriptions automatically renew at the end of each billing period unless cancelled before the renewal date.

9.2 Cancellation

You may cancel your subscription at any time:

• Via your account dashboard
• By contacting support
• Cancellation takes effect at the end of the current billing period
• No partial refunds for unused time

9.3 Downgrading Plans

When downgrading to a lower plan:

• Changes take effect at the next billing cycle
• Features exceeding new plan limits may be disabled
• No refunds for the difference in price

10. Usage Limits & Fair Use

Each pricing plan includes specific limits:

• Number of widgets
• Monthly conversation limit
• API request limits (if applicable)
• Storage and data retention

11. Intellectual Property

11.1 Our Rights

Norahelp and all related trademarks, logos, and content are owned by us. You may not:

• Copy, modify, or distribute our software
• Remove copyright or proprietary notices
• Create derivative works
• Use our branding without permission

11.2 Your Content

You retain all rights to content you create using Norahelp:

• Widget configurations and customizations
• Knowledge base content
• Conversation data

By using our service, you grant us a license to process and display this content as necessary to provide the service.

12. Data & Privacy

Our Privacy Policy governs how we collect, use, and protect your data. By using Norahelp, you agree to our Privacy Policy.

13. Warranties & Liability

13.1 Service Warranty

Norahelp is provided "AS IS" without warranties of any kind. We do not guarantee:

• 100% uptime or uninterrupted service
• Error-free operation
• Specific results or outcomes, including the accuracy of AI-generated responses, transcripts, or booked appointments
• Compatibility with all systems
• Availability, retention, or portability of any provisioned phone number

13.2 Limitation of Liability

To the maximum extent permitted by law, Norahelp shall not be liable for:

• Indirect, incidental, or consequential damages
• Loss of profits, data, or business opportunities
• Third-party actions or content, including acts of our telecommunications or AI infrastructure providers
• Any consequence of AI-generated output, missed or misinterpreted calls, or bookings made by the AI Phone Agent or AI Chat Widget
• Damages exceeding the amount paid in the last 12 months

Nothing in these Terms limits liability for intent, gross negligence, or injury to life, body, or health, where such limitation is not permitted by law.

13.3 Indemnification

You agree to indemnify and hold Norahelp harmless against any claims, damages, fines, or costs (including reasonable legal fees) arising from:

• Your use of the service or violation of these Terms
• Your use of a provisioned phone number, including any violation of telecommunications, telemarketing, or do-not-call laws
• Your failure to obtain any consent required by law for call recording, transcription, or AI processing
• Content generated or actions taken by the AI Phone Agent or AI Chat Widget on your behalf or on the basis of information you provided

14. Modifications to Terms

We may update these Terms of Service at any time. Changes will be effective:

• Upon posting on this page
• After email notification (for significant changes)
• 30 days after notice (for material changes affecting rights)

Continued use of the service after changes constitutes acceptance of the new terms.

15. Governing Law & Disputes

These Terms are governed by the laws of the Federal Republic of Germany, excluding its conflict-of-law rules and excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

For business customers, the exclusive place of jurisdiction for any dispute arising from or in connection with these Terms is Fulda, Germany, to the extent legally permissible. Before initiating formal proceedings, both parties agree to first attempt to resolve any dispute through good-faith negotiation.

16. Contact Information

For questions about these Terms of Service, please contact us:

• Email: legal@noras.ai
• Support: support@noras.ai
• Website: https://norahelp.com