Terms of Service

The "Services" include:

• Envoy CRM — our AI-native CRM platform: contacts, conversations across messaging channels (WhatsApp Business, Email, Instagram, Facebook, Telegram, LINE, Twilio SMS, web widget, and others), pipeline, orders, meetings, attachments, internal notes, and the AI features that operate inside them.
• Volty — our self-serve, managed AI teammate. One Volty per organisation, operated as a pooled multi-tenant service with per-organisation data isolation enforced by Postgres Row-Level Security. Volty answers on WhatsApp and email, remembers your contacts, learns from your team's replies, and runs under the guardrails at AI Ethics & Guardrails. By creating an organisation on Volty and using the Services, you accept these Terms.
• Custom AI Agents — bespoke agents we scope, build, and operate for your business workflows.

Platform-level guarantees about how our agents behave (capability scoping, audit trail, human-in-the-loop, sandboxing) are documented at AI Ethics & Guardrails and form part of these Terms.

You must be at least 18 years old and authorised to bind the organisation you represent. The Services are provided for business use; consumer use is out of scope.

You will not:

• Reverse-engineer, decompile, or attempt to extract the source code of the Services beyond what applicable law expressly permits.
• Resell, sublicense, or operate the Services on behalf of an unrelated third party without our written consent.
• Probe or test the security of the Services without prior written authorisation from Voltade.
• Use the Services to send malware, conduct fraud, harass others, or violate any applicable law.

You are responsible for the accuracy of the information you provide and for keeping it up to date. You are responsible for all activity under your account, including activity by users you authorise.

Keep your credentials confidential. Notify us immediately at [email protected] if you suspect unauthorised access. We may suspend an account temporarily to investigate suspected compromise or violation.

Volty accounts are created via OAuth (Google, Microsoft) or passwordless email or phone OTP. Where the WhatsApp phone OTP is used, a one-time code is delivered by Meta WhatsApp Business Cloud API from a Voltade-operated platform number. Staff members who receive Volty consult messages on WhatsApp are enrolled by an organisation admin; the staff member's phone number is stored as a verified channel binding scoped to your organisation.

Voltade's current standard tiers and indicative pricing are published at /pricing. Custom AI Agent engagements are scoped per-project, with pricing that depends on the workflows in scope, the integrations required, and the level of ongoing operation. The amounts shown on /pricing are illustrative after-grant figures assuming maximum eligible support; your actual fees, line items, and deliverables are set out in the signed quotation or order form for your engagement, which prevails over these Terms in the event of conflict.

All amounts are in SGD.

Volty is sold on a monthly subscription tiered by a weekly work-minute allowance. Unlimited seats, contacts, and channels are included on every tier; the tier sets your organisation's weekly work-minute budget. Current tier names, prices, and allowances are shown at signup and inside the product.

A "work-minute" is Volty's unit of human-work-equivalent output; different task types (such as replies, document work, and learning) weight differently against your bucket. Background tasks Volty runs on its own initiative accrue to a timesheet only and never decrement your work-minute budget.

When your weekly budget is depleted, work does not stop — Volty continues at a paced trickle rate so critical work is never fully blocked mid-cycle. From within the product, you may also add a single-day capacity boost at the next tier's rate.

Voltade may adjust tiers, prices, or work-minute allowances from time to time; material changes to Volty subscription pricing are notified at least 30 days in advance under §4.

For Envoy CRM and Custom AI Agents, payment terms are set out in your order form or quotation. Common patterns for Year 1 project engagements are full payment before project commencement, or a 50% deposit on commencement with the 50% balance on completion of onboarding. Year 2 onwards is billed monthly in advance unless otherwise agreed in your order form.

Payment for these engagements is by bank transfer (DBS account number provided on the invoice) or PayNow (UEN 202307668E). Voltade does not collect or store payment card details. Late payment may attract a fee as stated on the invoice.

Volty subscriptions are billed monthly in advance via Stripe. Payment card details are held by Stripe as payment processor; Voltade does not store card data.

Voltade is not currently GST-registered. Prices are quoted exclusive of GST. GST will apply to invoices once Voltade is GST-registered.

Envoy CRM and Custom AI Agent Year 1 project fees are non-refundable once the project has commenced, subject to any cancellation terms in your order form. Envoy CRM and Custom AI Agent Year 2+ monthly subscription fees are non-refundable for the current billing cycle.

Volty subscription fees are non-refundable for the current billing cycle. You may cancel at any time from within the Volty product; cancellation takes effect at the end of the current cycle and you will not be charged for subsequent cycles.

Envoy CRM and Custom AI Agent engagements have two parts. Year 1 is a project engagement — scoping, custom build, integrations, training, deployment, and initial active use — priced and scoped per your signed quotation or order form. From Year 2 onwards, ongoing operation transitions to a rolling monthly subscription.

The Year 1 structure depends on the grant track you engage on:

• PSG (Productivity Solutions Grant) track — Year 1 has a minimum subscription period of 12 months from the effective date in your order form. Under IMDA's PSG process, you file the claim yourself after the agent has been live for at least 30 days.
• AIxDL (GenAI x Digital Leaders) track — Year 1 is a project engagement delivered within a four-month project window, aligned with the IMDA AIxDL programme's grant claim requirement. Timelines that overrun this window may forfeit grant eligibility. As the Lead Company under AIxDL, Voltade prepares and submits the claim/declaration on your behalf.
• No grant — Year 1 timeline, payment structure, and any minimum term follow your signed order form.

Year 2 onwards is a rolling monthly subscription for ongoing operation of your Envoy CRM and/or Custom AI Agent, at the tier and rate in your order form. You may cancel a Year 2+ monthly subscription with 30 days' written notice (see §12.2). Voltade will notify you of any material change to subscription pricing at least 30 days before the change takes effect.

Volty is offered on a rolling monthly basis with no minimum term. You may cancel a Volty subscription at any time from within the product; cancellation takes effect at the end of the current billing cycle (see §12.2).

Voltade targets 99.9% monthly uptime for the Services, excluding (i) planned maintenance windows announced at least 7 days in advance, and (ii) downtime caused by third-party providers outside our control (notably the AI model providers in Privacy §5 and the messaging-channel providers).

If verified monthly uptime falls below 99.9% due to causes within our control, you are eligible for a service credit of 10% of that month's subscription fee, claimable within 30 days. Service credits are the sole and exclusive remedy for uptime shortfalls.

For incidents reported during support hours (see §17):

• Critical (system down): response within 1 hour.
• Significant (modules unusable): response within 2 hours.
• Minor (functional bug): response within 24 hours.

Resolution timelines depend on the nature of the incident and are communicated on a per-incident basis; Voltade does not commit to a fixed resolution SLA in this document.

This §8 applies to Envoy CRM and Custom AI Agent engagements. Volty is currently offered on a best-effort availability basis pending publication of a formal Volty SLA. Volty is hosted on AWS in the Singapore region behind Cloudflare, with 14-day point-in-time database recovery. Incident history and status updates for Volty are published in the Volty product.

We retain all rights, title, and interest in the Services and any frameworks, prompts, evaluation suites, or tooling we develop. Nothing in these Terms transfers ownership of those to you.

You retain all rights to the data you provide ("Customer Data"). You grant Voltade a non-exclusive licence to process Customer Data solely to provide the Services.

For Custom AI Agent engagements, the workflow configuration, business-rules, and any client-specific assets we build for you are licensed for your exclusive use for as long as your subscription remains active. Underlying frameworks, libraries, and the runtime remain Voltade's property.

Your Volty knowledge drive contents, custom operations, org and per-contact memory, and inbox configurations are Customer Data (§10). The Volty runtime, agent code, operation registry, and the model-gateway deployment and configuration through which Volty routes calls to third-party model providers remain Voltade's property (the underlying gateway is the open-source Bifrost project, deployed and operated by Voltade).

If you give us feedback or suggestions, we may use it without restriction or compensation to improve the Services.

In Envoy CRM and Custom AI Agents, "Customer Data" includes the records you create or import (contacts, pipeline, orders, tasks, attachments, notes), the conversations that flow through connected channels, and the operational artefacts our agents generate while running on your behalf (memory entries, change-history records, audit logs). The exhaustive treatment is in the Privacy Policy, which forms part of these Terms.

Envoy CRM enforces tenant isolation at the application layer: every record is scoped to the customer account it belongs to, and operator-facing tools that issue ad-hoc queries are gated by an account-scoped allow-list.

Volty enforces tenant isolation at the database layer via Postgres Row-Level Security policies keyed on the customer's organisation identifier, applied per-transaction. Contact-triggered agent wakes run with a further-de-escalated read scope confined to a single conversation and contact. The Volty application database role cannot bypass Row-Level Security.

In both products, cross-tenant data exposure is treated as a Severity-1 incident.

Envoy CRM production data is stored in Singapore on a Hetzner Cloud Kubernetes cluster. Volty is hosted on AWS in the Singapore region (ap-southeast-1) — Aurora Postgres, S3 for the knowledge drive and media, and Amazon SES for transactional and channel email. The marketing website backend is also hosted in Singapore. The current subprocessor list and data-flow detail is published in the Privacy Policy §7.

For enterprise customers and any customer subject to PDPA-equivalent regulation (HIPAA, GDPR), we provide a Data Processing Agreement on request — email [email protected].

You can request an export of your Customer Data at any time during the subscription by emailing [email protected]; we will provide it in machine-readable format within 30 days. On termination, we will provide one final export if you ask within 30 days; after that, data is deleted in line with the retention schedule in the Privacy Policy §9. A self-serve Volty data-export tool is in development.

These Terms begin when you first use the Services and remain in effect until terminated, subject to the engagement and subscription terms set out in §4.

Envoy CRM and Custom AI Agent Year 1 project engagements are governed by the cancellation terms in your signed order form. For Envoy CRM and Custom AI Agent Year 2+ monthly subscriptions, you may cancel at any time with 30 days' written notice to [email protected]; cancellation takes effect at the end of the current billing cycle.

Volty subscriptions may be cancelled at any time from within the product; no written notice is required. Cancellation takes effect at the end of the current billing cycle. Your organisation then enters a 30-day grace period during which you can undo the cancellation; after 30 days, your Volty data is purged in line with the retention schedule in the Privacy Policy §9.

We may suspend or terminate the Services for material breach (including non-payment), security risk, or to comply with law. Where reasonable, we will give you notice and an opportunity to cure.

On termination, your right to access the Services ends. Customer Data is exported on request and then deleted in accordance with the retention schedule in the Privacy Policy.

These Terms are governed by the laws of Singapore. The parties submit to the exclusive jurisdiction of the courts of Singapore.

Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disasters, war, terrorism, pandemics, government acts, or major internet/cloud outages.

You may not assign these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

Notices to Voltade must be sent to [email protected] or by post to the address above. Notices to you may be sent to the email associated with your account.

These Terms, together with the Privacy Policy, AI Ethics & Guardrails, and any signed order form or statement of work, form the entire agreement between you and Voltade.