Terms of Service

1. Agreement

These Terms of Service ("Terms") govern your use of NexorLink LLC's AI voice infrastructure services ("Service"). By signing a Service Agreement or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

2. The Service

NexorLink provides AI-powered voice receptionist services that answer inbound calls, book appointments, handle FAQs, and perform outbound call campaigns on behalf of our clients. The Service operates 24/7 in English and Spanish. Specific features depend on the plan selected.

3. Accounts and Eligibility

• You must be a business entity or authorized representative to subscribe to the Service
• You must provide accurate business information during onboarding
• You are responsible for all activity under your account
• You must be located in the United States to subscribe (international availability may vary)

4. Fees and Payment

• First month: Includes onboarding, configuration, and first 30 days of service. Paid at contract signing.
• Monthly subscription: Billed monthly from go-live date. Payment due within 10 days of invoice.
• Annual subscription: Billed annually in advance. 20% discount applied. Non-refundable after the first 30 days.
• Overage calls: Calls exceeding your monthly allowance are billed at your plan's overage rate at end of month.
• Late payment: Service may be suspended after 10-day grace period. $25 reinstatement fee applies.
• Price changes: NexorLink may adjust pricing with 30 days written notice to active subscribers.

5. Service Level and Uptime

NexorLink targets 99.5% monthly uptime for the AI voice service, excluding scheduled maintenance and events beyond our reasonable control. We do not guarantee that every call will be answered in every circumstance (e.g., simultaneous call volume exceeding plan limits, telecommunications outages, third-party API failures). In the event of extended service outages caused by NexorLink, clients may request a prorated credit for affected days.

6. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law or regulation
• Harass, deceive, or defraud callers
• Conduct outbound calls to individuals on the National Do Not Call Registry without proper exemption
• Collect sensitive information (Social Security numbers, full payment card numbers) through the AI
• Impersonate a government agency or emergency service
• Violate HIPAA, TCPA, or other applicable privacy or telecommunications laws

You are responsible for ensuring your use of the Service complies with all applicable laws in your jurisdiction, including patient consent requirements for call recording.

7. Call Recording and Consent

All calls handled by NexorLink are recorded. You are solely responsible for ensuring proper consent disclosures are made to callers as required by applicable law. Florida is a one-party consent state for call recording; laws vary by state. NexorLink recommends including a recording disclosure in your AI's greeting script. NexorLink is not liable for your failure to obtain required consent.

8. HIPAA and Healthcare Clients

Healthcare clients subject to HIPAA must execute a Business Associate Agreement (BAA) with NexorLink before handling Protected Health Information (PHI) through the Service. A BAA is included in all healthcare plans at no extra charge. Using the Service to handle PHI without an executed BAA is a material breach of these Terms.

9. Cancellation and Money-Back Guarantee

60-Day Money-Back Guarantee: Eligible plans (Starter Lite, Starter, Growth, Pro) qualify for our 60-day money-back guarantee. If NexorLink isn't right for your practice within 60 days of go-live, email billing@nexorlink.com to request a refund.

• Refund math: Subscription fees paid minus minutes consumed (at your plan's overage rate). Third-party costs (Twilio phone numbers, carrier fees, SMS, WhatsApp conversations, Make.com subscriptions) are not refundable.
• Annual prepay refunds: Full refund of unused months, minus the value of the 20% discount applied to months you used.
• Enterprise / HMO Premium: Custom contract terms apply. Refund eligibility and process handled case-by-case.
• Processing: Refunds processed within 10 business days. Service continues during processing.
• After 60 days: Month-to-month plans cancel with 30 days written notice. No refunds for partial months past the 60-day window.
• Termination by NexorLink: We may terminate for non-payment (after grace period), material breach, or fraudulent use. We will provide 5 days notice except in cases of fraud or illegal activity.
• Data export: Upon termination, you have 30 days to request export of your call recordings and transcripts. After 30 days, data is deleted.

10. Intellectual Property

NexorLink retains all rights to its AI technology, platform, and proprietary systems. You retain all rights to your business data, call recordings, and content. You grant NexorLink a limited license to process your data to provide the Service. NexorLink may use aggregated, anonymized data for product improvement and research purposes.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW: NexorLink's total liability for any claim arising from or related to the Service shall not exceed the fees paid by you in the three months preceding the claim. NexorLink is not liable for indirect, incidental, consequential, or punitive damages. NexorLink is not a medical provider and the AI does not provide medical advice — you are responsible for clinical decisions made by your staff.

12. Indemnification

You agree to indemnify and hold harmless NexorLink from any claims, damages, or expenses (including legal fees) arising from your use of the Service, your violation of these Terms, your violation of applicable law, or claims by your patients or callers related to your use of the Service.

13. Governing Law and Disputes

These Terms are governed by the laws of the State of Florida. Any dispute arising from these Terms or the Service shall be resolved by binding arbitration in Miami-Dade County, Florida, under the rules of the American Arbitration Association. Class action waiver: you agree to resolve disputes individually, not as part of a class action.

14. Changes to Terms

We may update these Terms with 30 days notice to active subscribers. Continued use after the effective date constitutes acceptance. For material changes, we will provide notice by email.

15. Contact

Legal inquiries: hello@nexorlink.com
NexorLink LLC · Miami, FL · +1 (786) 550-3307