Terms of Use

By accessing or using the ARIM Call Center service and associated dashboard (collectively, the “Service”), operated by ARIM Technologies S.R.L., a company registered in Romania (“ARIM”, “we”, “our”, or “us”), you agree to be bound by these Terms of Use (“Terms”). If you are using the Service on behalf of an organisation, you represent that you have the authority to bind that organisation to these Terms.

If you do not agree to these Terms, you must not access or use the Service.

ARIM Call Center is a self-service platform that lets businesses set up an AI phone agent to answer incoming calls. The Service allows registered users to:

• Create and configure an AI phone agent with a custom greeting, personality, and knowledge about your business.
• Connect a business phone number so callers can reach the agent directly.
• Request a free Romanian national phone number, where available and included with an active paid subscription.
• Upload knowledge base documents (such as a PDF) that the agent can reference during calls.
• Connect Google Calendar or Microsoft Outlook so the agent can check availability and manage appointments (create, modify, delete).
• Connect Google Sheets or Microsoft Excel so the agent can read and manage rows (add, update, delete) for your records.
• Configure email notification destinations and, where supported, live call redirection destinations for the agent.
• Use a limited browser voice demo to test the agent experience before or during setup.
• Review call recordings, transcripts, and usage in the dashboard.

Free Romanian national numbers are provided subject to availability, limited to one number per active subscription, and remain allocated only while the subscription is active. If the subscription ends or is cancelled, the free number is released immediately. If you manually release a free number, you cannot request another one for four (4) weeks.

The Service is provided “as is” and is intended for businesses operating customer contact, voice automation, or self-service workflows.

The Service is for business use only. Accounts may only be created and used on behalf of a business, organisation, or other legal entity. Consumer or personal use is not permitted.

To use the Service you must create an account by providing valid account details, completing email-based verification, and allowing us to set or infer basic workspace preferences such as time zone. You are responsible for:

• Maintaining the confidentiality of your account credentials.
• All activity that occurs under your account or workspace, including agents you create and calls they handle.
• Notifying us immediately at [email protected] if you suspect unauthorised access.

You must be at least 18 years old to create an account. Accounts are personal and may not be transferred to third parties without our prior written consent.

You agree not to use the Service to:

• Place or receive calls in violation of applicable laws, including telemarketing, do-not-call, robocall, and consumer protection regulations.
• Record or transcribe conversations without informing participants and obtaining any consents required by the laws applicable to the call.
• Process content that is illegal under applicable law.
• Impersonate any person or entity in a way that is misleading or unlawful, or to mislead a caller into believing they are speaking with a human if the law in their jurisdiction requires AI disclosure.
• Conduct fraud, phishing, voice phishing (vishing), or social-engineering attacks.
• Infringe the intellectual property rights of any third party.
• Attempt to reverse-engineer, decompile, or extract the underlying software or service infrastructure.
• Resell or sublicense access to the Service without prior written consent from ARIM.
• Intentionally overload, attack, or disrupt the infrastructure of the Service or any connected provider.

We reserve the right to suspend or terminate accounts found in violation of these restrictions, without prior notice and without refund.

The Service records and transcribes calls handled by your agents. You are solely responsible for ensuring that:

• Call participants are informed that they are speaking with an automated AI agent where required by law.
• Call participants are informed that the call is being recorded and transcribed, and that any consents required under applicable law (including all-party consent regimes) have been obtained.
• Personal data captured during calls is processed in accordance with applicable data protection laws, including the GDPR.

ARIM acts as a data processor for the call content on your behalf. See our Privacy Policy for details on how data is handled, including our Data Processing Agreement (DPA) available upon request at [email protected].

Your subscription or usage-based plan includes the AI agent capacity, concurrent live calls, and waiting rooms for callers on hold corresponding to your active plan, as displayed on the Billing page (for example 1, 3, or 5 concurrent calls depending on the plan). If all lines are busy, additional callers will receive a busy signal.

We reserve the right to impose reasonable rate limits or temporary throttling to protect service quality for all customers, and to size knowledge-base storage and recording retention to the levels documented in your plan or our Privacy Policy.

The Service is offered under paid monthly subscription plans with different usage limits and may also be offered under usage-based plans. Billing is processed by our third-party payment provider, Polar (Polar Software Inc.). By subscribing or choosing a usage-based plan, you authorise Polar to charge your payment method for recurring fees, metered usage, applicable caps, taxes, and any other charges shown at checkout or in the Billing page.

All fees are stated in US Dollars (USD) and are exclusive of any applicable taxes (including VAT). Romanian VAT or other applicable taxes may be added at checkout depending on your billing country.

Subscription fees and ARIM usage fees do not include charges from third parties such as your phone carrier, SIP trunk provider, Telnyx account, or Google / Microsoft for calendar access. If you choose a free Romanian national number provided by ARIM, that number is included with your active subscription while it remains active; you do not pay ARIM separately for the number. Usage-based call charges, where enabled, are calculated from call duration data processed by the Service and reported to Polar for billing.

You may cancel your subscription at any time through the billing dashboard. Upon cancellation, your paid plan remains active until the end of the current billing period, after which the agent is deactivated and any free ARIM-provided number is released. No refunds are issued for partial billing periods unless required by applicable law.

We reserve the right to change pricing with at least thirty (30) days’ notice. Continued use of the Service after a price change constitutes acceptance of the new pricing.

If a subscription is referred through an affiliate or partner, ARIM may share limited transaction attribution data with its affiliate tracking provider for commission calculation, fraud prevention, and reconciliation. Affiliate commissions do not change the price you pay.

By default, ARIM does not use your call recordings, transcripts, or knowledge base content to train or improve our AI models.

If you explicitly opt in via the AI training consent setting in your account, we may use anonymised call data (stripped of personal identifiers such as names and phone numbers) to improve our speech recognition and conversation models. You can withdraw this consent at any time from your account settings, and we will cease using your data for training within 30 days.

All rights in the Service, including the platform software, voice runtime, documentation, and trademarks, are owned by or licensed to ARIM. These Terms do not grant you any ownership rights in the Service.

You retain all intellectual property rights in the prompts, knowledge base documents, agent configurations, recordings, and transcripts associated with your workspace. You grant ARIM a limited, non-exclusive licence to process this content solely for the purpose of providing the Service.

The processing of personal data in connection with the Service is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you acknowledge that you have read and understood our Privacy Policy.

When your agents handle calls with third parties, ARIM acts as a data processor on your behalf. You are the controller for that data and are responsible for the lawful basis for processing and for any disclosures required to call participants. A Data Processing Agreement (DPA) is available upon request at [email protected].

Third-party integrations

The Service integrates with Google Calendar, Google Sheets, Microsoft Outlook, and Microsoft Excel via OAuth. When you connect an account, you grant the Service permission to perform specific operations on your behalf (for example, reading calendar availability and managing events, or reading and managing rows in spreadsheets). The exact scopes and data accessed are documented in our Privacy Policy. You can disconnect any integration at any time from the dashboard, which revokes the associated OAuth tokens.

You are responsible for ensuring that the individuals whose data is stored in the connected calendars or spreadsheets have been informed and have consented, where required by law, to the Service accessing that data.

Third-party software & models

The Service uses OpenAI's GPT-4o mini model to generate agent responses and business-tool decisions. For Romanian, English, Spanish, and other local voice configurations, speech-to-text and text-to-speech run on ARIM-managed infrastructure using local models. For Filipino/Tagalog, available only on eligible pay-as-you-go configurations, speech-to-text and text-to-speech are processed by Google Cloud Speech-to-Text and Google Cloud Text-to-Speech. For Albanian, available only on eligible pay-as-you-go configurations, speech-to-text is processed by Google Cloud Speech-to-Text and synthetic voice output is processed through OpenAI text-to-speech. Third-party AI providers process inputs and outputs only as needed to provide the Service and under their applicable service terms and data processing commitments.

Healthcare customers may use the Service. Health-related personal data (for example, information callers share during conversations) is processed in compliance with the GDPR. For these customers we enter into a Data Processing Agreement (DPA) under Art. 28 GDPR — contact us at [email protected] to sign it before processing any patient data through the Service.

The Service is not designed to process Protected Health Information (“PHI”) as defined by the US Health Insurance Portability and Accountability Act of 1996 (HIPAA). If you are a covered entity or business associate under HIPAA, you may use the Service for PHI only after executing a separate written Business Associate Agreement (“BAA”) with us.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

ARIM does not warrant that: (i) the Service will be uninterrupted or error-free; (ii) AI agent responses, transcripts, or actions will be accurate, complete, or appropriate for any specific use case; or (iii) the Service will meet your specific requirements. Voice quality and recognition accuracy depend on audio quality, network conditions, and your phone carrier.

You are responsible for reviewing agent behaviour and outputs before deploying agents into production, and for any decisions taken on the basis of agent actions.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ARIM SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM YOUR USE OF OR INABILITY TO USE THE SERVICE.

IN NO EVENT SHALL ARIM’S AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICE EXCEED THE GREATER OF (A) THE TOTAL FEES PAID BY YOU TO ARIM IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED EUROS (€100).

You agree to indemnify, defend, and hold harmless ARIM and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (i) your use of the Service; (ii) your violation of these Terms; (iii) your violation of any third-party rights, including the privacy rights of call participants; or (iv) calls placed or received in violation of applicable telemarketing or consumer protection laws.

You may delete your account at any time from the account settings page. Upon deletion, your data is permanently removed in accordance with our Privacy Policy.

We may suspend or terminate your access to the Service immediately, without prior notice, for conduct that we determine violates these Terms, is harmful to other users or call participants, or could expose ARIM to legal liability.

We may update these Terms from time to time. When we do, we will update the “Last updated” date at the top of this page. If the changes are material, we will notify you by email at least fourteen (14) days before they take effect. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

These Terms are governed by and construed in accordance with the laws of Romania, without regard to its conflict of law provisions. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts of Deva, Hunedoara County, Romania, unless mandatory consumer protection laws in your jurisdiction provide otherwise.

If you have any questions about these Terms, please contact us at:

ARIM Technologies S.R.L.
bd. Iuliu Maniu, nr. 17, bl. C1, sc. A, et. 4, ap. 20
Deva, Hunedoara, România
[email protected]