Terms of Service

Onist is made and operated by Deduxer S.R.L., a company registered in Romania with tax id RO50140604 and trade register number J2024003862236, with its registered office at București, România ("we", "us", "Onist"). You can reach us at legal@onist.ro or on +40 745 077 209.

These terms are the contract between us and the business that uses Onist ("you"). They cover the website, the demo line, the web app, the AI receptionist that answers your phone number, the SMS and WhatsApp messages it sends, the booking page and the assistant inside the app (together, "the service").

The authorized owner accepts the displayed version during onboarding. The acceptance is recorded separately from editable settings and is required before first activation. The Privacy Policy and section 14 form part of these terms.

Version 2026-09-12, in force from 12 September 2026.

The service is for businesses and professionals: tyre shops, repair shops and other companies that take calls from customers. It is not offered to consumers. By creating an account you confirm that you are at least 18, that you act for a business, and that you have the authority to bind that business to these terms.

Some uses need more than an account:

• If your business handles health data, for example a clinic or a dental practice, the data processing agreement in section 14 applies to that data and you must not use the receptionist for medical advice, triage or emergencies.
• If you operate in a country where a phone number can only be activated after an identity check, you must pass that check before the number goes live (section 5).
• If you want to resell or white-label the service, you need a separate written agreement with us.

The receptionist is not an emergency service. Configure it so that callers with an emergency are told to call 112.

Keep the information on your account accurate: the business name, the address, the owner's phone number, the billing details. We use it to configure the receptionist and to reach you, so a wrong phone number means a lost callback.

Keep your password to yourself. Everything done from your account, including by people you invite, counts as done by you. Tell us at once if you think someone else has access.

One account serves one business. Several locations of the same business live under one account, each with its own number, hours and prices. A different company needs its own account.

The receptionist answers calls on the phone number assigned to you. Depending on your plan and configuration it can:

• book an appointment into the calendar inside the app, and confirm it by SMS;
• quote the fixed prices you entered, and turn everything else into a quote request for you;
• take a callback request, note the caller's name, vehicle and plate, and what they want;
• transfer the call to you, when you enabled transfers and you pick up;
• answer questions about your hours, address and services from what you configured;
• notify you on WhatsApp when a call needs you;
• leave every call in the app with the recording, the transcript, a summary and an outcome.

The app also gives you a calendar, a list of customers and vehicles, a booking page and an assistant that helps you configure the receptionist. Which features are on depends on your plan, your country and what you switch on in Settings.

We improve the service continuously. We may add, change or retire features. If a change removes something you pay for and matters to how you use the service, we tell you at least 30 days ahead and you may cancel with a refund of any prepaid period you have not used.

Each location gets a local phone number from our pool. The number is registered with the carrier in our name and allocated to you for as long as your subscription runs. You may print it, advertise it and forward your existing number to it. You may not use it outside the service, sell it or pass it on.

A number is usable only after any required carrier identity checks, verified forwarding and the applicable subscription checks. Availability and approval times depend on the carrier. Carrier guide codes are marked unverified on a real SIM until tested; a country selection or a displayed number is not routing proof.

Forwarding your existing number is done on your own line, with the codes your carrier gives you. We send you the codes for your carrier by SMS and call you to check that forwarding works. Any charges your carrier applies for forwarding are yours.

When your subscription ends, the receptionist stops answering on that number and the number is held for 90 days, during which you can reactivate it. After that it returns to the pool and may be given to another business. If you want to keep the number, ask us before the 90 days end and we will cooperate with the carrier where the law and the carrier allow porting.

The receptionist introduces itself as an AI in the first sentence of every call and says that the call is recorded. In countries where recording needs the caller's consent, it asks and continues without recording if the caller says no. You may change the name it uses and the greeting, but you may not configure it to claim to be a person, to hide that it is an AI, or to skip a notice the law requires.

It answers from what you gave it: opening hours, services, fixed prices, addresses, the rules you set in the app. It does not invent prices. A service without a fixed price becomes a quote request for you. A booking is confirmed to the caller only after it is saved in your calendar; otherwise the caller is told that you will call back.

You are responsible for keeping that information correct. If you change your hours or your prices, change them in the app the same day. If the receptionist quotes a price you entered wrongly, or books a slot you no longer offer, that is between you and your customer.

It is an AI and it makes mistakes. It can mishear a plate, a name or a time, or misunderstand a request. Check the call list, especially after a busy day. We do not promise that every call is handled correctly, and we are not liable for a booking, a quote or a promise the receptionist made that you decided not to honour.

The people who call your number are your customers, not ours. Under data protection law you are the controller of their data and we are your processor. Section 14 sets out what that means.

That makes you responsible for the legal basis to record and process their calls. We help by playing the notice at the start of every call, by asking for consent where the law requires it, and by giving you a template privacy notice to show your customers. You must not switch the notice off where the law requires it and you must respond to your callers if they ask about their data.

Recordings remain private and available to your authorized staff until expiry. Contact us to request an export or deletion of specific recordings or other customer records. Audio is deleted automatically according to the configured retention period; other records follow your documented instructions and applicable legal obligations.

The receptionist calls and messages people on your behalf only in these cases:

• a callback that a caller asked for;
• a confirmation or a reminder for an appointment, by SMS, and a call when the reminder gets no reply;
• a message or a call that a customer is expecting, for example "your car is ready";
• the verification calls during your onboarding;
• marketing messages, only to people whose consent is recorded in the app and only when you switched that add-on on.

An answered call counts after at least ten seconds, excluding spam and wrong numbers. Inbound calls and customer-requested callbacks can count. Reminders, inspection calls and forwarding checks do not consume the included call allowance.

You may not use the service, or let anyone use it, to:

• break the law, or harass, threaten, defraud or deceive anyone;
• impersonate another business or person, or present the receptionist as a human;
• give medical, legal or financial advice, or handle emergencies;
• record calls, or send messages, without the legal basis to do so;
• enter data about other people that you have no right to use, or knowingly enter data about children;
• send spam, run robocalls, or do anything that gets our numbers, sender ids or WhatsApp accounts blocked;
• probe, overload, reverse engineer or copy the service, or use it to build a competing product;
• share your account, resell access, or get around plan limits.

If we see a breach, or a carrier or a regulator asks us to act, we may suspend the receptionist, the number or the account. We tell you before or, if the risk is immediate, right after.

Monthly or annual subscriptions renew according to the checkout terms. There is no setup fee. Included call allowances and any usage limits are shown before purchase. The owner can manage the subscription in billing. Unavailable providers, incomplete verification or exhausted allowances may prevent calls or messages; the application must show that state. Emergency services and guaranteed uninterrupted availability are not included. Report defects or data incidents through the operator contact above.

An answered call counts after at least ten seconds, excluding spam and wrong numbers. Inbound calls and customer-requested callbacks can count. Reminders, inspection calls and forwarding checks do not consume the included call allowance.

If you are not satisfied within 14 days of your first subscription payment, contact us for a refund of that subscription payment. Extra calls and separately commissioned work are not refunded. One refund per business. There is no setup fee.

You can cancel at any time from the billing settings or by email. A monthly plan ends at the end of the paid month. An annual plan ends at the end of the paid year; apart from the 14-day refund and the cases in sections 4 and 20, the remaining months are not refunded.

When the plan ends, the receptionist stops answering, your data stays available for export for 30 days, and the number is held for 90 days as described in section 5.

We may suspend or end your access, in whole or in part, if you breach these terms, if a payment stays unpaid after the retry period, if your use puts our numbers, our providers or other customers at risk, or if a carrier, a court or a regulator requires it. Where we can, we warn you first and give you a chance to fix the problem.

We may also end the service for everyone with 90 days' notice, for example if we stop offering it. In that case we refund any prepaid period you have not used.

After termination for any reason, sections 7, 14, 15, 17, 18, 19 and 21 keep applying. We delete your data as described in the Privacy Policy, except what we must keep by law.

The receptionist is built to answer around the clock. We do not promise a specific uptime unless we signed a service level agreement with you. The service depends on carriers, AI providers, hosting and your own phone line, and outages on their side can stop calls from reaching the receptionist. When something on our side is down, we say so in the app.

Support is by email and WhatsApp on working days. We aim to answer within one working day; that is a target, not a promise.

When we change the service, we update the app and, for changes that matter to you, we send an email. Section 4 covers what happens if a change takes away something you paid for.

This section is the data processing agreement under Article 28 of the GDPR between you, as controller, and us, as processor, for the personal data of your callers, customers and staff that we process to provide the service ("customer data"). We can sign it as a standalone document on request.

Subject matter and duration. We process customer data to run the receptionist, the app and the messages for you, for as long as your account exists plus the deletion period below.

What we process. Phone numbers, names, vehicle details and plates, what callers say (audio, transcripts, summaries), appointments, messages sent and received, consent flags, and the notes you and your staff add. The people concerned are your callers, your customers and the staff you invite into the app.

Your instructions. We process customer data only to provide the service, as described in these terms and as you configure the app. Your settings in the app are your written instructions. We tell you if we think an instruction breaks the law.

Confidentiality. Only people who need access to help you have it, and they are bound by confidentiality. We may listen to a recording to fix a problem you reported or to check quality, never to build profiles.

Security. Tenant access is enforced by database policies. Files are private and recording links expire after sixty seconds. Changes are audited and application logs omit caller content. Encryption, staff access and backup settings are verified as part of production deployment; regional storage alone does not eliminate international transfers.

Sub-processors. We use the providers listed in the Privacy Policy, under contracts that impose the same obligations on them. We tell you by email at least 30 days before adding or replacing one. If you object on reasonable data protection grounds and we cannot offer an alternative, you may cancel with a refund of any prepaid period you have not used.

Transfers. Where a provider processes data outside the European Economic Area, it does so under Standard Contractual Clauses or another mechanism recognised under Chapter V of the GDPR.

No training. We do not use customer data, including recordings and transcripts, to train AI models, and our providers may not either.

Help with your obligations. We help you answer requests from data subjects, and we give you the information you need for a data protection impact assessment or for a supervisory authority. If we become aware of a breach affecting customer data, we tell you without undue delay and at the latest within 48 hours, with what we know.

Audits. Once a year, on 30 days' notice, you may ask us for evidence of our compliance, including reports from our providers. If that evidence is not enough, you may audit us at your cost during working hours, without disrupting the service.

Deletion and return. Contact us to request export or deletion of customer data. We verify authority, carry out the request and document any legal retention obligation. Audio follows the configured automatic retention period. Backup recovery must reapply deletions before access reopens; database backups do not contain the stored audio files.

The software, the receptionist's voices and prompts, the app, the website, the documentation and the Onist name and logo belong to us or to our licensors. For the duration of your subscription we give you a limited, non-exclusive, non-transferable right to use the service for your business. That is all you get; you may not copy, modify, resell or lend it.

Your data and your configuration are yours: your prices, your services, your recordings, your customers. You give us the right to process them to provide the service, and to use anonymised, aggregated statistics, such as average time to answer, to improve it.

If you send us feedback or ideas, we may use them without owing you anything.

You may say that your phone is answered by Onist. You may not use our name or logo in any other way without written permission.

The service connects to services you choose, such as WhatsApp and your carrier. Their terms apply to your use of them, and we are not responsible for what they do, for their availability or for their changes. If a provider changes or shuts down an interface, an integration may stop working; we do what we reasonably can to fix it.

Each of us keeps the other's non-public information confidential and uses it only for this contract. That covers your prices, customers and call data on our side, and our unpublished features, prices in a quote and security details on your side. The duty lasts three years after the contract ends, longer for personal data.

We promise to provide the service with reasonable skill and care and as described in these terms. Beyond that, the service is provided as it is. We do not promise that the receptionist understands every caller, that every booking is right, that a caller is who they say they are, or that the service brings you a certain number of bookings or a certain revenue. The calculator on our website is an illustration, not a forecast.

Neither of us is liable to the other for indirect losses, lost profit, lost bookings, lost revenue or damage to reputation.

Our total liability under this contract, for all claims together, is limited to the amount you paid us in the 12 months before the event that caused the claim.

These limits do not apply to fraud, wilful misconduct, gross negligence, death or personal injury, or anything the law does not allow us to limit.

You will cover the costs and damages we incur because you recorded calls, or sent messages, without a legal basis, because you configured the receptionist in breach of section 6 or section 9, or because a third party claims that data you gave us infringes their rights.

We may update these terms. For changes that reduce your rights or add obligations, we email you at least 30 days before they take effect. If you do not agree, cancel before that date and we refund any prepaid period you have not used. Using the service after the date means you accept the new terms. Corrections, clarifications and changes required by law may apply sooner.

Romanian law governs this contract. If you are established in another EU country, the mandatory rules of that country still protect you where they apply.

If there is a dispute, write to legal@onist.ro first. We commit to trying to settle it with you within 30 days. What we cannot settle goes to the competent courts of Bucharest, Romania.

The service is for businesses. If you nevertheless use it as a consumer, your statutory rights are not affected, and you may also turn to the National Authority for Consumer Protection (ANPC).

These terms, the Privacy Policy and any signed order are the whole agreement between us. If a clause turns out to be invalid, the rest stays in force and the clause is replaced by a valid one that comes closest to its intent. If we do not enforce something once, we can still enforce it later.

We may transfer this contract to a company that takes over the Onist business, for example if Onist moves into its own company; we tell you when that happens. You may not transfer it without our consent.

Notices to you go to the email on your account. Notices to us go to legal@onist.ro.

These terms exist in Romanian, Italian and English. If the versions differ, the English version applies.

Deduxer S.R.L., București, România. Tax id RO50140604, trade register J2024003862236. Email legal@onist.ro. Phone +40 745 077 209.