Terms of Service

The "Services" are 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, Instagram, Facebook Messenger, email and web chat, remembers your contacts, learns from your team's replies, and runs under the guardrails at AI Governance & Guardrails. By creating an organisation on Volty and using the Services, you accept these Terms.

Platform-level guarantees about how our agents behave (capability scoping, audit trail, human-in-the-loop, sandboxing) are documented at AI Governance & 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 team@voltade.com 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.

Volty plans and their prices are those published at /pricing for your country or region, in that region's currency. Volty is billed monthly for the plan you choose, and a new subscription starts with a 7-day free trial. Every channel is included on every plan.

Each plan includes a number of seats and a monthly allowance of active contacts, AI credits and Volty requests, as published at /pricing. You can add capacity pay as you go at the prices published there, or move to a higher plan.

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

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.

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.

Voltade targets 99.5% 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 99.5% 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.

The 99.5% monthly uptime target in §8.1 and the service credit in §8.2 cover Volty. 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.

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 configuration through which Volty routes calls to third-party model providers remain Voltade's property. Volty routes those calls through OpenRouter, as described in Privacy §5.

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

In Volty, "Customer Data" includes the records you create or import (contacts and your knowledge drive contents), the conversations that flow through connected channels, and the operational artefacts our agents generate while running on your behalf (memory entries, agent-session journals, audit logs). The exhaustive treatment is in the Privacy Policy, which forms part of these Terms.

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.

Cross-tenant data exposure is treated as a Severity-1 incident.

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. To generate a Volty reply, the conversation content that reply needs is sent through OpenRouter to a model host, mostly in the United States, under zero data retention (see Privacy Policy §5). 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 team@voltade.com.

You can request an export of your Customer Data at any time during the subscription by emailing team@voltade.com; 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.

This §10 and the Privacy Policy also apply to personal data Voltade Pte. Ltd. processes or retains from previous solutions it built or operated for customers. Requests about that data go to the same contact, team@voltade.com.

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

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 team@voltade.com 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 and AI Ethics & Guardrails, form the entire agreement between you and Voltade.