AI Voice Terms & Policy

1. Scope & Service Architecture

Vi Vela™ Voice AI is an on-demand, agentic voice assistant provided by ViaConecta. The service enables registered users to instruct an autonomous AI voice agent to place outbound telephone calls to commercial venues, restaurants, hotels, transport providers, clinics, and local services worldwide.

The service operates under a human-directed, AI-executed paradigm: the user inputs the requested task (such as reserving a dinner table for 4 guests, inquiring about opening hours, or verifying booking status), and Vi Vela™ autonomously dials the recipient, conducts a real-time conversational dialogue, confirms information, and delivers a structured summary back to the user's dashboard.

2. Mandatory Transparency & Non-Deception Standards

ViaConecta adheres strictly to the highest ethical and legal standards of synthetic voice communication:

• Immediate Self-Identification: Every outbound phone call initiated by Vi Vela™ commences with an explicit disclosure: "Hello, this is Vi Vela, an AI assistant calling on behalf of [User Name] to arrange a booking..."
• Truthfulness When Inquired: If asked by the recipient at any point during a conversation whether it is a computer or an artificial intelligence, Vi Vela™ will immediately and unequivocally confirm that it is an AI voice assistant.
• No Human Deception: Vi Vela™ is strictly forbidden from misrepresenting itself as a biological human being, an attorney, a law enforcement officer, or a medical professional.
• Right of Immediate Termination: The call recipient has the absolute right to terminate the conversation at any moment by hanging up or stating they do not accept automated AI communications. Vi Vela™ will politely respect any refusal and immediately end the call.

3. Acceptable Use Policy (AUP)

Users must use Vi Vela™ exclusively for lawful, legitimate, and respectful personal or business coordination.

Any attempt to use Vi Vela™ for abusive, threatening, or unsolicited commercial communications will result in instant account termination, forfeiture of remaining wallet credits, and potential referral to telecommunications regulators.

4. Principal-Agent Relationship & User Responsibility

When you order an automated call via Vi Vela™, you act as the Principal, and ViaConecta acts as your authorized technological Agent carrying out your specific instructions:

• Accuracy of Instructions: You are solely responsible for providing accurate booking details (date, time, party size, dietary requirements, phone number, and special instructions).
• Commercial Commitments: If Vi Vela™ secures a reservation that requires adherence to venue cancellation policies or no-show fees, you remain solely responsible for honoring the booking or cancelling it directly with the venue in according with their terms.
• No Payment Authorizations over Phone: Vi Vela™ is programmatically prohibited from reciting complete credit card numbers, CVVs, or bank account credentials over phone lines. If a merchant requires a deposit over the phone, Vi Vela™ will request an online payment link to be forwarded to you.

5. Telecommunications Infrastructure & Anti-Spoofing

ViaConecta partners with tier-1 international carriers (including Telnyx) to route telephony traffic in full compliance with telecommunications regulations:

• STIR/SHAKEN Compliance: Outbound calls originate from legally provisioned carrier trunks with valid attestation levels, adhering to US FCC and European CNMC anti-spoofing directives.
• Legitimate Caller ID: Calls display either ViaConecta's verified service number or the user's verified virtual line. Caller ID spoofing or deceptive caller number manipulation is technically blocked.

6. Voice Processing, Audio Recording & GDPR Privacy

To execute conversational phone dialogues, Vi Vela™ converts spoken audio into text in real time, generates contextual responses using advanced Large Language Models, and synthesizes audio via neural Text-to-Speech engines:

• Lawful Basis (GDPR Art. 6(1)(b)): Processing voice data and conversational transcripts is necessary to perform the booking service explicitly contracted by the user.
• Audio Retention Window (30 Days): Full call audio recordings and synchronized transcripts are retained in secure, encrypted storage for a maximum period of 30 calendar days solely for verification, quality assessment, and dispute resolution. After 30 days, recordings are permanently purged.
• No Model Training on Private Audio: Customer voice recordings and specific call contents are never utilized to train public foundation models without explicit consent.
• Right of Erasure: You may request the immediate deletion of any call recording or transcript from your dashboard or by emailing [email protected].

7. Metered Billing, Wallet Credits & Refund Policy

Vi Vela™ operates on a pay-as-you-go credit model deducted from your prepaid ViaConecta Wallet:

• Per-Call & Per-Minute Metering: Calls are metered based on dialed destination network and connected call duration. Rates are displayed transparently before launching a call session.
• Consumed Telecom Minutes: Once a voice call is answered by the recipient or their carrier voicemail, telecommunications bandwidth and LLM inference compute are consumed in real time. Connected minutes and successfully dispatched calls are strictly non-refundable.
• Unanswered or Busy Lines: If a destination number fails to answer after multiple attempts or returns a permanent busy signal, user wallet credits for call duration are not deducted (a minor connection lookup fee may apply where mandated by local carriers).

8. Limitation of Liability

While Vi Vela™ utilizes state-of-the-art conversational AI models, speech recognition over commercial cellular and landline networks may be subject to acoustic interference, heavy background noise, or human misunderstanding:

• ViaConecta does not warrant that third-party establishments will always accept automated reservations, honor booked tables, or maintain available seating.
• ViaConecta shall not be liable for indirect, incidental, or consequential damages arising from missed restaurant reservations, venue closures, or pricing discrepancies quoted by venue personnel.
• Users are advised to inspect the post-call summary rendered in the dashboard and verify key details prior to attendance.

9. Regulatory Compliance & Governing Law

These AI Terms are governed by and construed under the laws of the Kingdom of Spain and applicable European Union regulations, including Regulation (EU) 2024/1689 (EU AI Act), Regulation (EU) 2016/679 (GDPR), Ley 34/2002 (LSSI-CE), and Ley 11/2022 General de Telecomunicaciones.

Any disputes arising under these terms shall be submitted to the exclusive jurisdiction of the competent courts of Barcelona, Spain, without prejudice to consumer protection rights applicable in your jurisdiction.

10. Service Provider & Contact

For questions regarding AI compliance, data privacy, or service inquiries:

• Service Provider: ViaConecta (Serhii Pustovit — Autónomo)
• Location: Barcelona, Spain (European Union)
• Data Protection Officer & AI Compliance: [email protected]
• Customer Support: [email protected]