Terms of Service

1. Agreement Overview

These Terms of Service ("Terms") govern the use of Aelo — AI Communication Analyzer ("Service"), a B2B SaaS platform provided by Auspex Streamline S.L. ("Auspex", "Provider", "we", "us").

By subscribing to or using the Service, the entity on whose behalf the subscription is made ("Customer", "you") agrees to these Terms.

These Terms, together with the Data Processing Agreement ("DPA"), Privacy Policy, and any Order Form, constitute the complete agreement ("Agreement") between Customer and Provider.

2. Definitions

• "Authorized Users" — Customer's employees, contractors, or agents authorized to access the Service.
• "Call Data" — Audio recordings, transcripts, AI analyses, metadata, and any other data processed through the Service on Customer's behalf.
• "Controller" — As defined in GDPR Article 4(7). Customer is the Controller of Call Data.
• "Processor" — As defined in GDPR Article 4(8). Auspex is the Processor of Call Data.
• "Platform Data" — Data generated by the Service itself (usage metrics, audit logs, platform analytics). Auspex is the Controller of Platform Data.
• "Order Form" — A document specifying the subscription plan, pricing, term, and any custom terms.
• "Sub-processor" — A third party engaged by Auspex to process Call Data, as listed in the Sub-Processor List.

3. Service Description

3.1 What Aelo Does

• Speech-to-text transcription of audio recordings
• AI analysis of transcripts (quality scoring, sentiment, key points, sales indicators)
• Configurable alerting based on analysis results
• CRM integration for delivery of analysis results
• Dashboard and reporting for quality monitoring

3.2 What Aelo Does NOT Do

• Aelo does not record calls. Customer is responsible for recording and uploading/transmitting audio.
• Aelo does not obtain consent from call participants. Customer is responsible for consent.
• Aelo does not respond to data subject requests directly. Customer uses our API to fulfill requests.
• Aelo does not provide legal advice. Compliance guidance is informational only.

3.3 Service Availability

Provider targets 99.5% monthly uptime for the Service (excluding scheduled maintenance). Scheduled maintenance windows are communicated at least 48 hours in advance.

4. Account and Access

Customer shall provide accurate and complete information during registration and is responsible for maintaining the confidentiality of account credentials. Customer may grant access to Authorized Users in accordance with their subscription plan. The Service provides role-based access control — Customer is responsible for assigning appropriate roles and managing permissions.

5. Customer Obligations

5.1 Lawful Use

Customer warrants that its use of the Service complies with all applicable laws, including:

• (a) Recording consent. Customer shall obtain all required consents from call participants before recording and transmitting audio to the Service.
• (b) Disclosure. Customer shall inform call participants that calls are being recorded, AI technology is used to analyze calls, and what purposes the analysis serves.
• (c) Data protection. Customer shall comply with applicable data protection laws (GDPR, CCPA, LGPD, etc.) as Controller of Call Data.
• (d) Employment law. If using the Service to analyze employee performance, Customer shall comply with applicable employment and labor laws.

5.2 Prohibited Uses

Customer shall NOT:

• Upload audio recorded without the required consent
• Use the Service to process calls involving minors (under 16)
• Use AI analysis results as the sole basis for decisions with legal or significant effect on individuals (without human review)
• Reverse-engineer, decompile, or attempt to extract source code of the Service
• Share account credentials or allow unauthorized access
• Transmit malware, viruses, or harmful code
• Use the Service in violation of applicable sanctions or export controls

5.3 Indemnification

Customer shall indemnify and hold Auspex harmless from claims, damages, and expenses arising from Customer's failure to obtain required recording consent, failure to inform Data Subjects about processing, or use of the Service in violation of applicable laws.

6. Provider Obligations

Provider shall make the Service available in accordance with the service level described in Section 3.3, process Call Data only in accordance with Customer's documented instructions and the DPA, maintain the security measures described in the DPA, and notify Customer of any material changes at least 30 days in advance.

6.1 Support

6.2 Intellectual Property Indemnity

Provider shall defend the Customer against third-party claims alleging that the Service, as provided by Provider and used in accordance with the Agreement, infringes that third party's intellectual property rights, and shall indemnify the Customer for amounts finally awarded or agreed in settlement, subject to the limitation of liability in Section 11. This obligation does not apply to claims arising from: (a) Call Data or other content provided by the Customer; (b) use of the Service in breach of the Agreement; (c) modifications to the Service not made by Provider; or (d) combination of the Service with non-Provider products or services where the claim would not have arisen but for the combination. This Section states the Customer's sole and exclusive remedy for intellectual property infringement by the Service.

7. Data Processing

Customer = Controller of Call Data. Auspex = Processor of Call Data. Auspex = Controller of Platform Data.

The Data Processing Agreement is incorporated into these Terms by reference. Call Data is retained according to Customer's configured retention settings. Upon termination, Customer has 30 days to export data, after which Provider deletes all Call Data within 30 days.

8. Intellectual Property

Auspex retains all intellectual property rights in the Service. Customer retains all rights in Call Data. Auspex may use anonymized, aggregated data derived from Service usage to improve the Service. If Customer provides feedback or suggestions, Auspex may use them without restriction.

9. Pricing and Payment

9.1 Plans and Fees

Subscription plans, the included monthly allowance of analyzed minutes, and the per-minute rates are published at our pricing page; an Order Form may set custom terms (Enterprise). All fees are stated in US dollars and are exclusive of applicable taxes, which are the Customer's responsibility.

9.2 Subscription Billing

Paid plans are billed in advance through our payment processor (Stripe) to the payment method on file, on the monthly or annual cycle selected at checkout, and renew automatically for successive periods of the same length until cancelled (Section 10). Annual plans are billed once per year.

9.3 Included Minutes and Usage

Each paid plan includes an allowance of analyzed minutes per billing cycle. Included minutes reset at the start of each cycle and do not carry over. Usage beyond the included allowance is charged at the plan's published per-minute rate, drawn from prepaid credit (the "Credit Balance"). The Free plan includes 30 analyzed minutes per calendar month with no payment method required; usage beyond that is pay-as-you-go from the Credit Balance.

9.4 Prepaid Credit and Auto-Recharge

The Customer may add prepaid credit to the Credit Balance at any time. If the Customer enables auto-recharge, the Customer authorizes Provider to charge the payment method on file automatically, without further action, whenever the Credit Balance falls below the Customer's configured threshold. If the Credit Balance and any included minutes are exhausted, processing of new records pauses until the balance is topped up.

Prepaid credit that the Customer has paid for is refundable on request at any time, for the unused portion. Promotional or complimentary credits, and credit already consumed by usage, are non-refundable.

9.5 Changes to Pricing

Auspex may change pricing with 60 days written notice, effective at the next renewal period. Promotional codes, where offered, apply according to their stated terms.

10. Term and Termination

Subscriptions begin on the date of purchase and renew automatically at the end of each billing period (monthly or annual, as selected) unless cancelled. Unless an Order Form specifies a fixed term, there is no minimum commitment beyond the current billing period.

Cancellation. The Customer may cancel at any time from account settings or the billing portal. For monthly plans, cancellation takes effect at the end of the current month and the Customer retains access until then; the current month's fee is not refunded. For annual plans, the Customer may cancel at any time and receive a pro-rata refund of the prepaid annual fee for the unused remainder of the term (calculated by the number of complete unused months). On any cancellation or termination, any unused, paid Credit Balance is refunded to the original payment method (excluding promotional or complimentary credits). Included minutes for the current cycle do not carry over.

Either party may terminate immediately if the other party materially breaches and fails to cure within 30 days.

Upon termination or expiry: Customer's access is suspended, Customer has 30 days to export data via API, then Provider deletes all Call Data within 30 days and provides written confirmation upon request.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY SHALL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES.

EACH PARTY'S TOTAL AGGREGATE LIABILITY SHALL NOT EXCEED THE FEES PAID IN THE 12 MONTHS PRECEDING THE EVENT.

For data protection matters, each party's liability shall not exceed the greater of: (a) fees paid in the 24 months preceding the event, or (b) €100,000.

The following are not subject to the monetary caps above: (a) liability for fraud, fraudulent misrepresentation, or willful misconduct; (b) breach of confidentiality obligations under Section 12; (c) the Customer's indemnification obligations under Section 5.3; and (d) any liability that cannot be limited or excluded under applicable law, including statutory liability under applicable Data Protection Laws. The Provider's intellectual-property indemnity under Section 6.2 is subject to the aggregate liability cap above.

AI Accuracy Disclaimer

The Service uses AI to analyze calls. AI analysis results are not guaranteed to be accurate or complete. Quality scores, sentiment ratings, and other metrics are probabilistic estimates. AI analysis should not be the sole basis for decisions affecting individuals.

12. Confidentiality

"Confidential Information" means any non-public information disclosed by one party to the other. The receiving party shall use it only as necessary to perform under these Terms, protect it with at least reasonable care, and not disclose it to third parties except as permitted. Disclosure is permitted if required by law.

13. Warranties and Disclaimers

Provider warrants that the Service will perform materially in accordance with its documentation and will process Call Data in accordance with the DPA.

EXCEPT AS EXPRESSLY SET OUT, THE SERVICE IS PROVIDED "AS IS". Provider does NOT warrant that the Service will be uninterrupted, AI results will be accurate, or the Service will meet specific regulatory requirements.

14. Governing Law and Disputes

These Terms are governed by the laws of Spain. Disputes shall first be resolved through negotiation (30 days). If negotiation fails, disputes shall be submitted to the courts of Madrid, Spain, except for GDPR-related disputes where Customer's local courts have jurisdiction.

15. General Provisions

Neither party may assign these Terms without consent, except in connection with a merger or acquisition. Neither party is liable for force majeure events. If any provision is unenforceable, the remaining provisions remain in effect. Auspex may update these Terms with 30 days' notice.

16. Contact

Auspex Streamline S.L.
C.I.F.: B56341829
Calle Velarde 13, 4B
35010 Las Palmas de Gran Canaria
Canarias, Spain

General inquiries: support@auspex.company

Legal / privacy: privacy@auspex.company