Terms of service
The agreement, in plain language.
These are the terms you take Sannele on. We've kept them as short as we could and as clear as we're allowed. If anything here doesn't read plainly, email us and we'll explain it before you sign.
Version 1.0, last updated 7 August 2026
01
Who these terms bind
Sannele, Chamber of Commerce [number], based in [city], hereafter 'we'. You are the business taking Sannele, hereafter 'you'. These terms apply the moment you start a trial or take a subscription.
This is an agreement between two businesses. The fourteen-day right of withdrawal that consumers have does not apply here. Instead you get a trial period you can leave without payment details, which protects the same thing in practice.
If you're buying on behalf of a salon or clinic, you confirm you're authorised to do so.
Your own purchasing terms do not apply unless we've accepted them in writing beforehand.
02
What Sannele is, and what it isn't
Sannele is an AI receptionist who answers your phone, handles questions and puts appointments in your calendar. We build her and we run her. It is not software you have to learn to operate.
What we deliver
- A configured AI receptionist on your own number
- A connection to your calendar, and where possible your booking software
- A dashboard with conversations, summaries and insights
- Maintenance and tuning at no extra charge
What we don't promise
- That she never makes a mistake: she's an AI and sometimes mishears
- A guaranteed number of extra appointments or an amount of revenue
- That she gives medical, legal or financial advice, because she refuses to
- That every integration is possible: some systems have no usable interface
She is explicitly not an emergency line. Do not use Sannele as the only channel for situations where someone needs urgent help.
03
The trial period
Every plan starts with thirty days free, on your own number, with no credit card.
- 1Nothing is paid up front
We don't ask for payment details before the trial ends, so nothing can be charged automatically.
- 2We build her, you test her
We set her up from your website and tune her during the trial. There's nothing for you to configure.
- 3One message ends it
Say you're stopping before day thirty and it stops. No notice period, no cost, no retention call to get through.
- 4On day thirty you choose
If you continue, we agree the plan and billing starts from that moment. Not before.
04
Price, invoices and paying
The price shown on the pricing page when you sign is your price. All amounts exclude VAT.
| Subject | Agreement |
|---|---|
| Billing | Monthly in advance, or yearly in advance with two months off |
| Payment term | 14 days from the invoice date |
| Payment method | SEPA direct debit or bank transfer |
| Setup fee | None |
| Overage | Above the included minutes we charge the rate stated in your plan |
| Price changes | Announced at least 30 days ahead, never inside a running yearly term |
- BillingAgreementMonthly in advance, or yearly in advance with two months off
- Payment termAgreement14 days from the invoice date
- Payment methodAgreementSEPA direct debit or bank transfer
- Setup feeAgreementNone
- OverageAgreementAbove the included minutes we charge the rate stated in your plan
- Price changesAgreementAnnounced at least 30 days ahead, never inside a running yearly term
Where we promise a fixed price for good, as with the first five customers, that holds for as long as your subscription runs. If you cancel and come back later, the rate then current applies.
05
Cancelling, and not paying
Cancel monthly means exactly that. One message is enough.
When you cancel, your subscription runs to the end of the period you've paid for and then stops. We don't refund part of an invoiced month, and we don't send a closing invoice either.
An unpaid invoice does not simply switch your phone line off. If payment doesn't arrive we send a reminder, and only after roughly three weeks do we limit the service. We don't stop it entirely before thirty days past the due date, and never without a person calling you first.
We may end the agreement with one month's notice, or immediately if you use Sannele for something unlawful.
If you leave, you get your data in a readable file on request, and we delete the rest on the schedule published on the trust page.
06
Availability
We build on parties like ElevenLabs, Twilio and Google. We do everything we can to keep her answering, but we're a young company and we won't promise you a percentage we can't yet stand behind.
No uptime guarantee, but a stated way of behaving
We don't offer an SLA with penalties today. What we do offer: when something breaks you hear it from a person, not from a status page updating itself.
Your line stays yours
Sanne sits behind your own number. If she drops, your phone falls back to whatever you've set. You're never unreachable because we are.
We announce maintenance
Planned work you might notice is flagged in advance. Unplanned work we tell you about during or straight after.
Supplier outages
If a supplier goes down we depend on them. We'll tell you and we'll work on it, but we can't fix it ourselves.
07
What you handle
A few things can only come from you. Without them she doesn't work properly, and that isn't something we can fix from our side.
Accurate information
Opening hours, treatments, prices, and what you do and don't offer. She says what you give her. When something changes, tell us.
Forwarding your line
Call forwarding is arranged with your own telecom provider. We explain exactly how, but we can't switch it on for you.
Your own obligations to clients
You remain responsible for the agreements you make with your clients, including the ones Sanne booked.
No misuse
Sannele is not for unsolicited sales calls, and not for calling people who never consented to being called.
08
Data and privacy
For your callers' data you are the controller and we are the processor. We put that in a processing agreement, and you get it before you go live.
What we store, for how long, and which parties touch it is written out in full on the trust page. What we process about you as a visitor and customer is in the privacy statement.
We don't train models on your conversations. Not ours, and we don't contractually permit our suppliers to either.
09
Liability
This is the clause every contract has and nobody reads, so here it is short.
Our liability per event is capped at the amount you paid us in the twelve months before that event. For a series of related events that amount applies once.
We're not liable for consequential loss, lost profit or missed revenue. Concretely: if she mishears a name or a double booking happens, we fix it and compensate reasonably, but we don't reimburse a missed treatment.
These limits don't apply in cases of intent or deliberate recklessness on our side, nor where the law doesn't allow them.
She reads appointments back out loud and confirms nothing before it's actually in the calendar. That's precisely why those rules live in the software rather than only in an instruction.
10
Who owns what
Short version: the technology is ours, your data is yours.
Sannele, the software behind it and everything we develop stays ours. You get the right to use it for as long as your subscription runs, no more and no less.
Your business data, your client data, your conversations and your recordings stay yours. We use them only to deliver the service to you.
If we'd like to name you or use your logo as a customer, we ask first and you can say no without consequence.
11
When we change something
The service gets better, which means things change. That shouldn't happen quietly.
Improvements and new features we simply ship. If we remove something you rely on, you hear about it at least thirty days ahead.
If we change these terms to your disadvantage, that's also thirty days' notice. If you disagree you may cancel as of the date the change takes effect, at no cost.
If a new sub-processor is added, the same period applies and you may object. That's in the processing agreement too.
12
Which law applies and where you can go
Dutch law. But call us first.
Dutch law governs this agreement. If we can't resolve something together, the court in the district of our registered office has jurisdiction.
Before it gets that far: email or call us. There's no support department in between, and in practice almost everything is resolved within a day once someone simply says it.
Something unclear in these terms?
Ask before you sign, not after. You'll get an answer from the person who wrote the document.
