Terms of Service
These terms govern the use of Confirmy — the service, dashboard and API at confirmy.ai, app.confirmy.ai and api.confirmy.ai — operated by Shipper Network Tunisia Branch, SARL, registered in Tunisia under RNE 1804872W, Avenue Hédi Nouira, Imm. Emna City, Bloc B, Apt 52, 3027 Sfax (“Confirmy”, “we”, “us”). By creating an account, connecting a phone number, or sending a call request to the API, the business you represent (“you”, the “Business”) agrees to these terms. If you do not agree, do not use the service.
1. The service
Confirmy places and receives voice calls with your customers using an AI agent, on phone numbers you connect, based on call requests you send us. For each call we report a structured outcome, and — where enabled — a recording and a transcript, to your dashboard, your webhook endpoint and the API. Each call request results in at most one dial attempt; whether and when to try again is your decision.
2. Accounts and access
- Accounts are opened by invitation while the service is in its initial rollout. The person who accepts these terms confirms they are authorised to bind the Business.
- You are responsible for everyone you give dashboard access to and for keeping your API key and webhook secret confidential. Rotate them from the dashboard immediately if you suspect they are exposed; anything sent with a valid key is treated as sent by you.
- Owners and admins can connect and disconnect phone numbers, change webhook settings and rotate secrets; members can view calls. Assign roles accordingly.
3. Your responsibilities
You are the data controller for the customers you ask us to call. You must:
- have a lawful basis to call each customer about each order — normally an order they placed with you — and honour any request from a customer not to be called;
- give customers whatever notice or obtain whatever consent the law of their country requires for the call and for recording; disable recording for a call, or for your account, where consent is required and absent;
- provide accurate order details in each call request — the agent reads the items, the total and the address to the customer and confirms against them;
- respect calling hours in the customer’s time zone by setting a calling window on each request;
- review outcomes flagged for a human and act on them; the agent is not a substitute for your customer service.
4. Acceptable use
You must not use Confirmy to:
- call people who have not transacted with you, or for marketing, debt collection, political, religious or survey purposes — the service is for confirming and fulfilling orders;
- deceive customers about who is calling or why, or instruct the agent to make claims about products, prices, stock or delivery that are not true;
- collect from customers, through the agent, payment card numbers, identity document numbers, passwords, health data or any special-category data;
- seek medical, legal or financial advice from the agent for customers, or configure it to give any;
- break the WhatsApp Business Terms, Meta Platform Terms, or the rules of any carrier we use on your behalf, or cause your numbers or ours to be rate-limited or banned;
- probe, overload, reverse-engineer or interfere with the service, or use it to build a competing product.
We may suspend calling on a number or an account immediately if we reasonably believe it is being used in breach of this section, and will tell you why.
5. WhatsApp and telephony
- Calls over WhatsApp are placed on WhatsApp Business numbers you own and connect to Confirmy. You remain the owner of the number and the WhatsApp Business Account; you can disconnect at any time from the dashboard, which stops calling immediately.
- Meta’s rules apply to those calls, including that a business-initiated call requires the customer’s prior permission on WhatsApp. Calls refused by Meta for lack of permission are reported to you as such and are not retried.
- Charges Meta or a carrier levies for calls on your numbers are yours unless your order form says otherwise.
- Calls over regular phone lines, where enabled, are placed through carriers we select; quality and reachability depend on those networks.
6. Data and privacy
Our Privacy Policy describes what personal data we process and how. For customer data we act as your processor: we process it only to provide the service, on your instructions as expressed through the dashboard and the API, keep it confidential, protect it as described in the Privacy Policy, use only the sub-processors listed there (and tell you before adding one), delete or return it when the contract ends, and help you respond to customer rights requests. Where a separate data processing agreement is signed between us, it prevails over this section.
We may use aggregated, de-identified call statistics — outcome rates, latency, durations — to operate and improve the service. We will not use your recordings or transcripts to train models without your written agreement.
7. The AI agent
The agent is an automated system. It is instructed to stay within the order details you provide, to make no promises beyond them, to give no medical or health advice, and to hand anything it should not decide to your team. Like any conversational system it can misunderstand or misspeak; outcomes are our best determination and you should treat them as input to your own process, not as a legally binding statement by the customer. You can review every call’s recording and transcript to verify what was said.
8. Fees
Fees, billing periods and payment terms are set out in your order form or the pricing agreed with you in writing. Fees are exclusive of taxes and of Meta or carrier charges on your numbers. Unpaid invoices may result in suspension after 14 days’ notice.
9. Availability and changes
We aim to keep the service available at all times but do not guarantee uninterrupted operation; calls depend on Meta, carriers, speech-model providers and the customer’s network. Deployments drain live calls before restarting; during a deployment new call requests may be briefly refused with a retry instruction. We may change the service and these terms; material changes to the terms are announced through the dashboard or by email at least 14 days in advance. The API is versioned and documented; changes to a published version are additive.
10. Intellectual property
We own the service, its software, models, prompts and voice personas. You own your order data, your customers’ data and the recordings and transcripts of your calls, and grant us the licence needed to process them to provide the service. You may use our name and logo to state that you use Confirmy; we may name you as a customer only with your consent.
11. Warranties and liability
The service is provided as is. We do not warrant that any particular call will be answered, understood or result in a confirmed order. To the extent permitted by law, we are not liable for indirect or consequential loss, lost sales, or losses arising from the acts of customers, Meta, carriers or model providers, and our total liability under these terms in any twelve-month period is limited to the fees you paid us in that period. Nothing limits liability that cannot be limited by law.
12. Termination
You may close your account at any time from the dashboard or by contacting us; calls already queued are cancelled and reported as such. We may terminate for a material breach not cured within 14 days of notice, or immediately for a breach of section 4. On termination we delete your data as described in the Privacy Policy and you can export your call history through the API beforehand.
13. Governing law
These terms are governed by the laws of Tunisia. Disputes are subject to the exclusive jurisdiction of the courts of Tunis, after a good-faith attempt to resolve them between us within 30 days.
14. Contact
Shipper Network Tunisia Branch, SARL — RNE 1804872W
Avenue Hédi Nouira, Imm. Emna City, Bloc B, Apt 52, 3027 Sfax, Tunisia
Tel. +216 31 383 670 · contact@shipper.network
About Confirmy: hello@confirmy.ai