Terms and conditions

The terms on which TECH INGRAINED SRL provides the Tech Ingrained voice agent platform at https://techingrained.com.

Version of 2026-10-06

1. The provider

The service is provided by TECH INGRAINED SRL, registered office Bd. Pipera Nr. 1 V/B, Bl.11, Parter, Ap.13, Voluntari, Jud. Ilfov, Trade Register no. J2026053736008 (EUID ROONRC.J2026053736008), fiscal code RO55566270, telephone +40 750 450 930, email office@techingrained.com ("the Provider", "we"). Field of activity: custom software development (CAEN 6210).

These terms apply to anyone who creates an account or uses the platform ("the Client", "you"). By creating an account you confirm that you have read and accept them, together with the Privacy policy. The Romanian version of the policies prevails.

2. The service

Tech Ingrained is an online platform (software as a service) through which a business receives a telephone number and an AI voice agent that answers the calls made to that number, in Romanian and in the other languages configured.

• a Romanian telephone number, allocated to the account from the Provider's pool;
• a voice agent configured in the web interface: instructions, greeting, voice, languages, hours;
• answers from the documents the Client uploads (the knowledge base);
• call transfers to colleagues, messages taken and emailed, and integrations with the Client's systems (bookings, CRM);
• call history: transcripts, summaries, costs and, when the Client turns it on, audio recordings;
• test calls from the browser, and support by email.

3. The account

• Accounts are meant for businesses and professionals; the person creating one must be at least 18 and entitled to act for the business.
• Account and billing details must be accurate and kept up to date.
• Keep your password confidential; you are responsible for what is done from your account. Tell us at once about any unauthorised access.
• A new account for which no invoice is issued and paid within 14 days of its creation may be closed.

4. Telephone numbers

• The number is provided through our telephony provider and remains its resource; the Client may use it while the account is active and paid for.
• A new agent is a draft: it can be tested from the browser, and answers the phone only once it is made live. That is possible after the first invoice is paid (card payment), or while the invoice is within its payment term (bank transfer).
• When an account is closed, its numbers are released and may be given to other clients after a 30-day quarantine.
• The service cannot call emergency numbers and does not replace 112.

5. Prices and payment

• Prices are those published on the Pricing page, in the currency shown there, before VAT. VAT is added as the law requires, where the Provider is registered for VAT.
• When the account is created, an invoice is issued for the number, for one month in advance, starting that day.
• On the 1st of each month an invoice is issued for the numbers held that month (pro rata by day for periods shorter than a month) and for the call minutes of the previous month; each call is rounded up to the minute.
• Invoices are issued through SmartBill (including in the RO e-Factura system), emailed, and available in the account. They are due 15 days after they are issued.
• Payment is by card, on the secure page of the payment processor NETOPIA Payments (or of another processor offered at checkout), or by bank transfer quoting the invoice reference. Card details never reach us and are not stored by us.
• A price change applies only from its effective date, announced at least 15 days in advance; invoices for earlier periods keep the prices of the time.

6. Non-payment

• If an invoice is not paid by its due date, the account is suspended: the agents stop answering calls until it is paid. Payment restores the account at once.
• If the invoice is still unpaid 15 days after the due date, the account is closed: access ends and the numbers are released.
• A closed account's data is kept for 90 days and then deleted, except for the documents the law requires us to keep (such as invoices).

7. Delivery, cancellation and refunds

How the service is delivered is set out in the Delivery policy; cancelling an order, ending the subscription, the right of withdrawal and refunds, in the Cancellation policy. Both are part of these terms.

8. The Client's obligations

• To use the service lawfully: no unsolicited calls, fraud, harassment or unlawful content.
• To tell callers that they are speaking with an automated system (for instance, in the greeting) and, when recording is on, that the call is recorded; the platform plays the configured recording notice automatically.
• To have a legal basis for processing the callers' data and the documents uploaded, and not to upload data that is not needed.
• To check the agent's configuration (instructions, information, transfers) before making it live and after every change.
• Not to try to get around the platform's technical limits, overload it, or reach other clients' data.

9. Artificial intelligence

The agent's answers are generated automatically by language and speech models. They can contain errors, omissions or unsuitable wording, even when the agent is configured correctly. The Client decides what information the agent uses and is responsible for it.

The agent gives no medical, legal or financial advice and must not be used for decisions with legal effects on callers without human review.

10. The Client's data

The data the Client uploads and the call data belong to the Client. For that data the Client is the controller and the Provider a processor (Article 28 of Regulation (EU) 2016/679): we process it only to provide the service and as the Client instructs through the platform's configuration, protect it as the GDPR policy describes, use the sub-processors listed in the Privacy policy, help the Client respond to data subjects, and delete the data when the contract ends, within the periods above.

The data we process as a controller (the account, billing) is covered by the Privacy policy.

11. Availability and support

We make reasonable efforts to keep the service available at all times. It may be interrupted for maintenance or updates, or because of third-party providers (telephony, language models); planned work is announced in advance where possible. Support is given by email at office@techingrained.com, on working days.

12. Liability

To the extent the law allows, the Provider's total liability to the Client for any claim related to the service is limited to the amounts the Client paid in the three months before the event, and the Provider is not liable for indirect damage, loss of profit, or data loss caused by the Client's configuration or by third parties. These limits do not apply to wilful misconduct or gross negligence, nor where the law does not allow them.

13. Intellectual property

The platform, its code and the Tech Ingrained mark belong to the Provider. The Client receives a non-exclusive, non-transferable right to use the platform for the duration of the contract. The Client's content remains the Client's.

14. Changes to these terms

We may change these terms, announcing it by email and on the site at least 15 days before the change takes effect. If you do not agree, you may close your account before that date. The version in force is that of 2026-10-06.

15. Complaints and disputes

Complaints go to office@techingrained.com; we answer within 30 days. Disputes are settled amicably or, failing that, by the competent courts of Romania. Romanian law applies.

Consumers may also turn to the National Authority for Consumer Protection, including through its alternative dispute resolution platform (SAL): https://reclamatiisal.anpc.ro.

This is a translation; the Romanian version prevails.