Terms of Service

1. Parties and scope

The service is provided by Amie GmbH, Immanuelkirchstr. 26, 10405 Berlin, Germany (Amie GmbH, "we", "us"). "You" means the business that holds the account and every person who uses it on that business's behalf.

Frontbook is offered to businesses only. By signing up you confirm that you act in the exercise of a trade, business or profession (an entrepreneur within the meaning of Section 14 of the German Civil Code) and not as a consumer.

These terms apply to the website, the application, the phone numbers we provision and the calls our receptionist answers. Your own terms or purchase conditions do not apply, even if we do not object to them separately.

2. The service

Frontbook answers phone calls to a number we provision for you, or a number you forward to it, with an AI receptionist configured from the information you enter. Depending on your plan it takes messages, collects callback details, books appointments, answers questions from your knowledge base and transfers calls to your team. Calls, transcripts and summaries appear in your inbox and can be shared with your team.

The receptionist is an automated system. It does its best with the information you give it, but it can misunderstand callers, give an incomplete answer or fail to complete a task. You remain responsible for following up with callers, checking appointments and correcting the knowledge it works from. Do not use it as the only way to reach you for emergencies, medical, legal or financial advice, or anything where a wrong answer could cause harm.

We improve the service continuously and may add, change or remove features. We tell you in advance if a change removes something material from your plan.

3. Account

You need an account with a verified email address. Keep your credentials confidential and tell us at once if you suspect misuse. You are responsible for everything done through your account and the accounts of the team members you invite.

You must give us accurate business and billing details and keep them current. We may suspend an account whose details we cannot verify.

4. Free trial

Every plan starts with a seven-day free trial. To start it you enter a payment card. During the trial the receptionist answers real calls with the full features of the plan you picked.

When the trial ends, the plan starts automatically and the first month is charged to the card on file, unless you cancel before the trial ends. You can cancel at any time during the trial from Plan & Billing at no cost. If the card on file is removed during the trial, the trial ends without a charge and the subscription is cancelled.

The trial is available once per business. A business whose earlier subscriptions all ended more than a year ago may be offered a new trial.

5. Fees and payment

Plans are billed monthly in advance at the price shown on the pricing page on the day you subscribe, in the currency you choose at checkout. Prices exclude VAT and other taxes, which we add where the law requires. Businesses in the EU outside Germany and in Australia can enter a valid VAT ID or ABN so that the reverse charge or equivalent applies.

Each plan includes a monthly allowance of call minutes shared across your business. If you use more than the allowance we may limit further calls for the rest of the month or charge for the extra minutes at a rate we publish in advance. We will not charge for extra minutes without telling you the rate first.

Payments are collected by Stripe. If a payment fails, Stripe retries it over several days and we notify you. While a payment is outstanding the receptionist keeps answering; if it is still unpaid when the retries end, the subscription ends and calls are no longer answered.

We may change prices with at least 30 days notice by email. The new price applies from your next billing period after the notice period. If you do not agree, cancel before then.

You can switch between plans at any time. A switch during a trial keeps the trial running; a switch on a paid plan is prorated on the next invoice.

6. Cancellation and refunds

You can cancel at any time from Plan & Billing or the Stripe customer portal. The subscription then runs until the end of the current billing period, the receptionist keeps answering until then, and nothing further is charged.

If you cancel within the first 30 days of a new paid subscription, counted from the end of the free trial, we refund the first monthly invoice in full. This applies once per business and does not apply to a business that already had a paid subscription before.

Beyond that, we do not refund fees for the remainder of a period you have already paid for, except where the law requires it or where we ended your subscription without cause.

We can end your subscription with 30 days notice to the end of a billing period. We can end it immediately if you breach these terms in a way that is not cured within 7 days of our notice, if your use exposes us or our carriers to legal or security risk, or if a payment remains unpaid after the retries described in section 5.

7. Phone numbers

Numbers we provision remain allocated to us and our carriers and are made available to you for the duration of your subscription. You may publish them as your business numbers. Porting a number to another provider is not offered as a standard feature; ask us if you need it and we will tell you whether the carrier supports it.

Seven days after a subscription ends, its numbers are released and may be assigned to someone else. Resume the subscription before then to keep them.

Numbers provided through the service do not support emergency calls. Do not give them out as a way to reach emergency services, and make sure your own emergency arrangements do not depend on them.

8. Your responsibilities

You must use the service lawfully and only for your own business. In particular you must:

• Give callers any notice about recording, transcription or automated processing that the law of your location and theirs requires, and obtain consent where it is required. Recording laws differ by country and by state; you are responsible for knowing which apply to you.
• Keep the information the receptionist works from accurate, and not instruct it to make claims about your business that are false or misleading.
• Not use the service for unsolicited marketing calls, harassment, deception, impersonation of a person or organisation, or any purpose that is illegal where you or the caller are located.
• Not use it to give medical, legal, financial or other regulated advice unless a qualified person reviews the output before anyone relies on it.
• Not attempt to access other customers' data, probe or overload our systems, or reverse-engineer the service.
• Not upload content you do not have the right to use.

If a third party makes a claim against us because you broke these obligations, you will compensate us for the resulting damages and reasonable legal costs, unless you show that you were not at fault.

9. Data and privacy

Data you enter, and the calls, transcripts and summaries the service produces for you, belong to you. You grant us the right to store and process them as needed to provide the service, to keep it secure and to fulfil our legal obligations. We do not use your call content to train AI models.

For caller data you are the controller and we are your processor under Article 28 GDPR. Our data processing agreement, including the list of subprocessors, forms part of these terms; request a signed copy from us if your compliance process requires one. Our Privacy Policy describes what we process and which providers are involved.

You can delete calls and customer records in the application at any time. After your account is closed we delete your data within 90 days, except records we must keep by law.

10. Availability

We aim to keep the service available at all times but do not guarantee uninterrupted operation. Calls depend on carriers, the public phone network and AI providers we do not control. We schedule maintenance outside normal European and North American business hours where we can and announce it in advance when it will interrupt calls.

We back up the database daily. Restoring a backup can lose changes made since it was taken.

11. Intellectual property

The service, its software, design and documentation belong to Amie GmbH and its licensors. You receive a non-exclusive, non-transferable right to use them for your business while you have a subscription. The Frontbook name and logo may not be used without our written permission.

If you send us suggestions or feedback we may use them without obligation to you.

12. Warranty

We provide the service with reasonable skill and care and in line with its description. Because the receptionist is an AI system, we do not warrant that its answers are correct or complete, that it will handle every call successfully, or that the service fits a particular purpose. Report defects to us and we will work to fix them within a reasonable time.

13. Liability

We are liable without limit for damage caused by intent or gross negligence, for injury to life, body or health, under the German Product Liability Act, and where we have given a guarantee.

For damage caused by slight negligence we are liable only if we breached an obligation that is essential to the contract and on whose fulfilment you may regularly rely. In that case our liability is limited to the damage that is typical and foreseeable for this kind of contract, and in total to the fees you paid us in the 12 months before the event that caused the damage.

Beyond that, our liability is excluded. In particular we are not liable for lost profit, missed business opportunities, calls that were not answered or answered wrongly, or claims by callers, except in the cases of unlimited liability above. These limits apply also to our employees, representatives and providers.

14. Changes to these terms

We may change these terms to reflect changes in the service, the law or our business. We notify you by email at least 30 days before a change takes effect and highlight what changed. If you do not object before the change takes effect, it becomes part of the contract; we point this out in the notice. If you object, either of us can end the subscription at the end of the current billing period.

15. Final provisions

German law applies, excluding the UN Convention on Contracts for the International Sale of Goods. If you are a merchant, a legal entity under public law or a special fund under public law, the courts of Berlin have exclusive jurisdiction.

You may not assign this contract without our written consent. We may assign it to a company that takes over the service, and we tell you when that happens.

If a provision of these terms is invalid, the rest remains in force. The invalid provision is replaced by a valid one that comes closest to its purpose.

These terms are written in English. Communication about the contract is in English or German.

Contact: Amie GmbH, Immanuelkirchstr. 26, 10405 Berlin, Germany. Email: support@frontbook.ai.