Legal

Terms of service.

Last updated: 24 October 2026

These terms cover your VoiceCaptures subscription and any campaign you run with us. By starting your free trial, adding a payment method, or signing a quote with us, you agree to them. VoiceCaptures is a registered business in Ontario, Canada.

The service

We provide an AI phone assistant that answers calls your business forwards to it. Depending on your plan, it answers questions, takes callers’ details, books appointments into your calendar, transfers calls to you, and sends text messages to you and to your callers. We set it up for you. AI can mishear or misunderstand a caller, so check your bookings and messages. It is not an emergency service; callers with emergencies are told to call 911.

How messages reach you. Summaries and alerts are delivered by text and by email. If a delivery fails, we follow up within one business day, through another channel if we need to. Carriers and inboxes sometimes delay or filter messages for reasons no sender controls, so your dashboard holds every call and message and is the record to check if something has not arrived.

Plans and locations

Each plan covers one business location, with the minutes, lines and calendars shown on our pricing page. Two or more locations need a plan for each location, or a quote from us.

When locations go live on different dates, each one is billed from the day its line goes live, prorated to a single billing date for the account. Your quote names the planned go-live date for each location.

Free trial

Your first 14 days are free, up to 100 minutes of calls, at one location, on your real business number. We take a card when you sign up. If you don’t cancel before the trial ends, your plan starts automatically on day 15 and we charge that card. We email you a reminder before the trial ends. Cancel during the trial and you pay nothing.

The 14 days start when your line goes live — the day calls begin reaching the assistant — not the day you sign up. Setup time does not come out of your trial.

If you reach 100 minutes before the trial ends, the line keeps answering. We call you and start your plan early rather than letting calls go unanswered.

More than one location: the trial covers one location, which is enough to show you how the assistant handles your calls. Your remaining locations go live on the paid plan. Multi-location trials run 21 days, since more people are usually involved in the decision.

Billing and taxes

Plans are billed monthly in Canadian dollars, in advance, on the same date each month, to the card you gave us, unless you have bought a prepaid term. Prices are in Canadian dollars and exclude tax. HST is added to your bill at the applicable rate and shown as a separate line on every invoice, with our HST number on it. Add-ons are billed with your plan. One-time setup and integration work is quoted in writing and billed separately. You can update your card or download invoices at any time from your billing portal.

Minutes

A minute is time our assistant spends on a live call, including transfers. Unused minutes don’t carry over. We text you when you reach 80% of your monthly minutes, and again at 100%. Your line keeps answering either way — we never cut it off for going over.

Extra minutes. You can top up from your dashboard at any time: 50 minutes for $65, or 100 minutes for $120. A top-up applies to the billing period you buy it in and does not carry over. Minutes you use past your plan without a top-up are billed at $1.50 each on your next invoice. The texts above are how we tell you before that happens.

Prepaid terms

You can pay for 3, 6 or 12 months up front instead of monthly, at a discount that rises with the term. The prices are on our pricing page. A prepaid term begins after your free trial ends, not instead of it.

Your rate is fixed for the term. If our prices change while your term is running, yours does not. The new price applies only when you renew, and we tell you before that happens.

Minutes stay monthly. Your allowance is per month and unused minutes do not carry over. Prepaying does not pool them: twelve months of a 300-minute plan is 300 minutes each month, not 3,600 to spend at will.

Extra minutes are billed as described above, at $1.50 per minute, and are not taken out of your prepayment. As with any plan, we tell you before adding them.

When a term ends, your plan carries on month to month at our current monthly price. It does not renew automatically into another prepaid term, and we never charge you for a new term unless you ask for one. We email you the rate at least 30 days before your term ends — in practice, during its final month, so a 3-month term hears from us in month 2, a 6-month term in month 5 and a 12-month term in month 11.

If you cancel part-way through a prepaid term, we refund what you paid less our standard monthly rate for each month you were live. Cancellation takes effect at the end of the month it is requested in, and that month counts as used, so you keep the service you have paid for. The discount applies only to a completed term, so leaving early means you simply paid the normal monthly price for the months you used. A refund is never less than zero: if the months used are worth more than you paid, nothing further is owed either way. Refunds go back to the original payment method within 10 business days.

Missed payments

If a payment fails, we retry it and email you. If it still hasn’t gone through after about two weeks, your subscription is cancelled and the line stops answering.

Cancelling

Cancel anytime from your billing portal or by emailing hello@voicecaptures.com. After the trial, your service runs to the end of the month you’ve paid for, and we don’t refund partial months. If you are on a prepaid term, the refund rule under Prepaid terms applies instead. When you leave, turn off call forwarding on your phone so calls ring through to you again.

Text messages

Our assistant sends texts that are part of handling a call: a summary to you; a confirmation, booking details or information to a caller who asks for it; a text-back to a caller whose call was missed; and appointment reminders. We also text you about your account, such as usage alerts.

Some plans include texts or calls that promote your business, such as review requests and win-back messages. These go only to your own customers, on your behalf and under your business name, and every one identifies your business and lets the person opt out. You are responsible for having the consent Canadian anti-spam law requires to contact them; generally, that means they bought from you in the last two years, or they agreed to hear from you.

Anyone can reply STOP to any text to opt out, or HELP for help.

Carriers are not liable for delayed or undelivered messages.

Win-back calls and campaigns

We only contact your own past customers, people who have already bought from you, from a list you give us. We never use cold lists or purchased leads. Every call opens by saying it’s an AI assistant calling for your business. We check numbers against Canada’s National Do Not Call List where the law requires it, call only during permitted hours, and remove anyone who asks not to be contacted. You confirm that you collected the list lawfully and may contact the people on it. Campaign prices and what counts as a booking are set out in your quote.

Your responsibilities

Give us accurate information for your assistant’s script, use the service lawfully, and hold any licence your own business needs. Don’t use the service to harass anyone, impersonate another business, or collect information we haven’t agreed to handle.

Call records

We keep call recordings, transcripts and call details for 14 days, then delete them, unless your plan includes longer history. For clinics, call recording is off by default, and our assistant collects only contact details and the general reason for the call — never symptoms, diagnoses or health card numbers. If your practice needs a privacy agreement with us, we will work through it with you before going live. Our Privacy Policy explains how we handle this information.

No warranty

The service is provided as is. We don’t promise the assistant will be error-free or always available; it depends on phone, AI and internet providers we don’t control.

Availability and outages

The assistant only works while the telephony, AI and hosting providers behind it are working. We do not control them, we do not promise any level of uptime during one of their outages, and we are not liable for calls, bookings or messages that are lost, delayed or undelivered because of one.

What an outage is worth. If the assistant cannot answer your calls for more than 4 consecutive hours, you can ask for a service credit: one day of your monthly plan fee for each 24 hours of the outage or part of one, up to that month's fee in total. Ask within 30 days of the outage. Credits are applied to a future invoice; they are not cash refunds, and they are the only compensation we offer for downtime.

Credits do not apply to maintenance we told you about in advance, to anything caused by your own number, call forwarding, carrier, calendar or integrations, or to time while your account is suspended for non-payment.

Events outside our control

Neither of us is responsible for failing to meet an obligation under these terms because of something outside our reasonable control. That includes natural events, war, civil unrest, labour action, epidemics, failures of power or the public internet, acts of government, and the failure, suspension or security compromise of a provider we rely on — telephony, AI, email or hosting. Our obligations are suspended while it lasts, we tell you as soon as we reasonably can, and if it runs longer than 30 days either of us may cancel for the affected service with no further charge.

This does not touch what we owe you if information is exposed. If a provider is breached and your data may be involved, we notify you as set out in our Privacy Policy.

Limitation of liability

To the extent the law allows, our total liability for any claim is limited to the fees you paid us in the three months before the claim. We are not liable for indirect or consequential loss, including lost business, bookings or revenue.

Changes

We will email you at least 30 days before we change these terms or your price. That applies whether you pay monthly or by prepaid term. If you don’t agree, you can cancel before the change takes effect.

A price change never applies to a prepaid term that is already running: your rate holds until that term ends. You hear the new rate at least 30 days before then, during the final month of your term, so you can renew, move to monthly or leave with the numbers in front of you.

Governing law

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

Contact

VoiceCaptures · hello@voicecaptures.com