Terms of Service

1. Agreement

Using Heilo means entering into an agreement on the terms below. If you disagree with any of them, do not use the service.

The service is offered to businesses. The agreement is entered into by the company you represent, and you confirm that you are authorised to do so.

The service is provided by Tomasz Muter, a sole trader entered in the Polish Central Register of Business Activity (CEIDG), ul. Klonowa 16, 55-010 Święta Katarzyna, Poland, tax identification number 8722311392, email legal@heilo.io. In these terms “you” means the company entering into the agreement, unless a provision expressly refers to the person using the account. The agreement is governed by Polish law.

2. What Heilo is, and what it is not

Heilo records phone calls, transcribes them, summarises them, extracts the agreements made in them, and makes all of that available in the app and through the API and webhooks.

Heilo never speaks with your caller and never holds a conversation on your behalf. It can play an informational announcement or take a voicemail message — it does not answer questions, negotiate, or pretend to be a person.

3. Accounts and organisations

You are responsible for keeping your credentials confidential and for everything that happens under your account. Tell us immediately about any unauthorised access.

The organisation is the billing unit. People you invite into it see its calls according to the roles you give them, and choosing those people is your responsibility.

4. Call recording — lawful basis and notice

You decide which calls are recorded, and you — as the data controller — are responsible for having a lawful basis before any recording starts and for giving the participants the notices the law requires. Where consent is the basis you rely on, that includes documenting it.

Heilo provides the tools that make this practical: a configurable entry announcement on a dedicated number, a spoken script for the listener mode, a per-call attestation that participants were informed, and an export of those attestations for an authority that asks.

Heilo does not force consent and does not delete recordings because consent was not heard. Automatic deletion driven by a signal from content analysis is off by default and is switched on by you, per number, if you want it — deleting data is a controller’s instruction, not a language model’s conclusion.

You undertake to reimburse Heilo the reasonable and documented cost of settling third-party claims to the extent those claims arise from how you use recording, in particular from a missing lawful basis or a notice you did not give.

5. Data-protection roles

For call content and your customers’ data you are the controller and Heilo is the processor, acting on your documented instructions.

That split does not remove Heilo’s own obligations as a processor. Heilo secures the data, notifies you of personal-data breaches, assists with data-subject requests, controls its subprocessors, returns or deletes data at the end of the agreement, and tells you if an instruction of yours appears to infringe the law.

For billing, account administration, abuse prevention and obligations towards telecommunications carriers, Heilo is an independent controller.

A separate data-processing agreement governs the details.

6. Subprocessors

Heilo uses the subprocessors below. We announce planned changes to this list in advance, and you may raise a reasoned objection.

• Twilio Inc. — telephony: call setup, recording, SMS.
• DIDWW — Polish phone numbers and their registration with the carrier.
• Supabase — database and authentication, on infrastructure in the European Union.
• Vercel — application hosting.
• Google (Gemini) — analysis of call content: transcription, summary, extraction of agreements.
• Stripe — payments and invoicing.
• Resend — transactional email.
• Sentry — application error reporting.

7. Acceptable use

When using Heilo you agree not to:

• use the service for unlawful purposes
• record conversations you are not a party to
• impersonate any person or entity
• run fraud, deception, or unsolicited bulk campaigns through the service
• interfere with the service or attempt to gain unauthorised access to any part of it
• send commercial information, including direct marketing, by phone or SMS without the recipient’s prior consent required by electronic-communications law — this covers a number Heilo provides
• use the service to infer the emotions of people in a workplace or an educational institution where the rules on artificial-intelligence systems prohibit it, other than systems intended for medical or safety purposes

8. Suspension and termination for cause

Heilo does not vet how you use the service in advance and does not assess whether your calls are lawful. We do act on hard signals.

A hard signal is: a complaint or enquiry from a supervisory authority, an order from a court or another authority, a credible report of recording people who are not parties to the call, ordering a number under another entity’s details without that entity’s authorisation, or fraud, deception or bulk spam conducted through the service.

The procedure has three steps: suspend access, establish the facts with you, then restore access or terminate. Where there is a security risk or an unambiguous order from an authority, suspension may be immediate.

Where we have credible grounds to believe a number was ordered under another entity’s details without that entity’s authorisation, we may immediately hold service on that number while the matter is established, without first working through the remaining steps of the procedure above. We will notify the carrier and ask for the number’s further use to be blocked and for the carrier’s own procedure to be followed. Costs incurred with the carrier for that number are borne by the company that placed the order and are not refunded.

9. Payment, plans and the trial period

Paid plans are billed monthly in advance through Stripe. You may cancel at any time; the service runs to the end of the period you have paid for.

During the beta, invitations to higher plans are issued as codes. A code gives 56 days at no charge. We collect no payment card for it, and nothing is charged automatically when that period ends — the account moves to the free mode by itself and you decide whether to move to a paid plan.

A code works once per company, carries an expiry date, and may be revoked if it reaches someone it was not meant for. The same code may admit more than one company — how many is set when the code is issued.

In the free mode you keep access to the calls already recorded, with their transcripts and export. New calls are not recorded.

10. Dedicated numbers

We order the dedicated number from a telecommunications carrier and register it to your company’s details: the tax identification number and the other details you give when placing the order, together with the details we retrieve for that number from the public CEIDG or KRS registers. Those details must be true, complete, and must belong to the company you are contracting on behalf of, and you confirm that you are entitled to order a number for it. We may ask for documents confirming them and hold the order until we receive them. Accepting an order does not mean we have confirmed your entitlement to those details or finished checking them. The number stays assigned for as long as the paid period runs.

You may present the number as your own on outgoing calls only on behalf of the company it was registered to, and only while that company keeps you authorised to do so; presenting it on behalf of anyone else is prohibited. Tell us without delay if the registration details change or if you lose that authority. Where we have doubts about the registration details we may hold the order or switch off outgoing calling on your account. The number does not pass to another entity without our consent, which does not limit any statutory right to port the number to another provider. A dedicated number does not replace your primary telephone service — keep another way of placing an emergency call.

During a trial the number is assigned for the trial only. Until you move to a paid plan, do not publish it as your company’s contact number — on your website, in an email signature, on a business card, or in directories.

When the paid period ends, the number stops taking calls at the end of the carrier’s billing cycle. For a limited time after that it can still be recovered, for an additional charge and without a guarantee. Once that window closes the number returns to the carrier’s pool and may be assigned to another company — the carrier applies no quarantine period. We give you the exact dates in the message that ends the period.

11. Return and deletion of data after the agreement ends

After the agreement ends you have thirty days to retrieve your data. Export of transcripts, summaries and contact data is self-service in the app; audio recordings are provided on request.

After that period we delete the data unless the law requires us to keep it. You may also request deletion of your account earlier.

Independently of that period, the recording-retention settings you choose per number, and can see in the app, continue to apply.

12. Ownership and content

Recordings, transcripts and data you put into Heilo remain yours. Heilo processes them in order to provide the service and does not use them to train its own models.

The application itself — its code, design and brand — remains Heilo’s property.

13. Liability

Heilo works to keep the service running, but it depends on telecommunications carriers and infrastructure providers we do not fully control. We do not guarantee that every call is recorded or that a transcript is free of errors; automatically generated content requires your review before you rely on it.

To the extent permitted by law, Heilo is not liable for indirect damages, lost profits, or the consequences of decisions taken solely on the basis of an automatically generated summary.

Nothing in these terms excludes liability that cannot be excluded by law.

14. Responsibility for your configuration and content

You are responsible for the configuration you enter — greetings, announcements, prompts, SMS templates, knowledge-base content and call-handling settings — and for how you use the content produced from it.

You undertake to reimburse Heilo the reasonable and documented cost of settling third-party claims to the extent those claims arise from your configuration or from data you supplied, save to the extent caused by an act or omission of Heilo. Content generated automatically remains governed by the rules in the “Liability” section.

15. Changes to these terms

We announce changes by publishing a new version on this page with an updated date, and material changes additionally by email, far enough in advance that you can terminate before they take effect.

16. Contact

Questions about these terms: legal@heilo.io.