Terms & Conditions

1. Agreement

These Terms and Conditions (“Terms”) govern your use of Asterra Solutions Inc.'s website (asterra.ca) and services. By using our website, booking a consultation, or entering into a service agreement with us, you agree to be bound by these Terms.

References to “Asterra,” “we,” “us,” or “our” refer to Asterra Solutions Inc. References to “Client,” “you,” or “your” refer to the business or individual engaging our services.

2. Our Services

Asterra provides AI-powered phone handling services for service-based businesses. Our services include:

• Configuring and deploying a custom AI phone agent trained on your business, menu, hours, policies, and FAQs
• Answering inbound calls on behalf of your business
• Taking and placing orders directly into your connected POS system
• Handling reservation and booking requests through your connected platforms
• Answering common questions from callers
• Transferring calls to your staff when required
• Providing a client dashboard with call logs, metrics, and controls
• Sending automated SMS confirmations to callers following a booking or reservation (where enabled)

The specific scope of services for your business is detailed in your individual service agreement.

3. Service Setup and Onboarding

3.1 Setup Period

Upon signing a service agreement, we will begin configuring your AI agent. Typical setup takes 3 to 10 business days depending on the complexity of your business, integrations required, and responsiveness in providing necessary information.

3.2 Client Responsibilities During Setup

You agree to provide accurate and complete information about your business, including menu details, pricing, hours of operation, specials, policies, and any other information needed to train and configure your agent accurately.

3.3 Testing

We will conduct testing before your agent goes live. You will have an opportunity to review and approve the agent's behavior prior to launch.

4. Pricing and Payment

4.1 Flat Monthly Pricing

Asterra charges a flat monthly fee as specified in your service agreement. Pricing is not usage-based — your monthly fee does not change based on the number of calls handled within your plan's included usage.

4.2 Payment Terms

• Monthly fees are invoiced in advance at the start of each billing period
• Payment is due within 14 days of invoice
• All fees are in Canadian dollars unless otherwise specified
• Applicable taxes (including HST/GST) will be added to invoices as required

4.3 Late Payment

Overdue invoices may incur interest at a rate of 1.5% per month. We reserve the right to suspend your service if payment is more than 30 days overdue, with reasonable notice provided.

4.4 Refunds

Monthly fees are non-refundable once a billing period has commenced, except where required by applicable law.

4.5 Pricing Changes

We will provide at least 30 days written notice before changing your monthly fee.

5. Cancellation and Termination

5.1 Cancellation by Client

You may cancel your service at any time by providing written notice to hello@asterra.ca. Your service will continue until the end of the current billing period. No refund will be issued for the remaining days of that period.

5.2 Pilot Agreements

If your service agreement includes a pilot period with specific cancellation terms, those terms take precedence over this section.

5.3 Termination by Asterra

We reserve the right to terminate your service if:

• Payment is not received within 30 days of the due date after reasonable notice
• You use our services in a manner that violates these Terms or applicable law
• Continuing to provide services becomes technically or operationally impossible

We will provide reasonable notice before termination where possible.

5.4 Effect of Termination

Upon termination, your dashboard access will be deactivated and your phone handling agent will be taken offline. Call logs and data will be retained for 7 years for legal and accounting purposes, and you may request an export prior to termination.

6. Phone Numbers and Call Forwarding

You retain your existing business phone numbers. Our service is activated by forwarding your calls to a number we provide. You may revert your call forwarding at any time to restore normal phone operation.

We are not responsible for any disruption to your phone service caused by your phone carrier, forwarding configuration errors made by you or your carrier, or any outages outside our control.

7. Integrations and Third-Party Systems

7.1 Access

To connect to your POS, reservation, or booking platform, you authorize us to access those systems on your behalf for the purpose of performing the integration.

7.2 Third-Party Availability

Our ability to integrate with third-party platforms depends on those platforms remaining accessible and compatible. We are not responsible for disruptions caused by changes to third-party APIs, platform outages, or policy changes by those platforms.

7.3 Accuracy

We will make reasonable efforts to ensure orders and reservations are placed accurately. In the event of an error, our agent is instructed to remain professional and direct the caller to resolve the issue with your staff at the point of fulfillment. We are not liable for losses arising from order errors where we have followed the information and rules you provided during setup.

8. Kill Switch and Control Features

Your dashboard includes a kill switch that allows you to disable phone handling at any time. When disabled, calls will revert to your normal phone line. We also provide an info-only mode that disables order taking while keeping question answering active.

You are responsible for using these controls appropriately. Asterra is not liable for calls that are not handled during periods when you have disabled the service.

9. AI Limitations and Disclaimer

Our AI phone agents are designed to handle the most common call types accurately. However, AI systems are not perfect. By using our service, you acknowledge that:

• The agent may occasionally misunderstand a caller or make an error
• We make no guarantee that every call will be handled perfectly
• Our agents are not a substitute for human judgment in complex, sensitive, or unusual situations
• Smart escalation features are designed to transfer such calls to your staff, but this does not guarantee every edge case will be identified

We continuously monitor and improve agent performance, and we will work with you to address any recurring issues.

10. Demo System

Asterra operates a public demo phone number that routes to a fictional restaurant for prospective clients to experience the service. This demo system is provided for demonstration purposes only. Any information shared with the demo system is not retained beyond 90 days and is not used for any purpose other than demonstrating the service.

11. Confidentiality

Both parties agree to keep confidential any non-public information shared in connection with the service, including business data, pricing, configuration details, and operational information. This obligation survives termination of the service.

12. Intellectual Property

12.1 Asterra's Property

All software, systems, AI models, dashboard interfaces, and technology used to provide the service remain the property of Asterra. You receive a limited, non-exclusive, non-transferable license to use the dashboard and services during your active subscription.

12.2 Your Property

Your business information, menu data, call logs, and customer data remain your property. We use this information only to provide and improve the service.

13. Limitation of Liability

To the maximum extent permitted by applicable law:

• Asterra's total liability to you for any claim arising from the service is limited to the fees paid by you in the three months preceding the claim
• We are not liable for indirect, incidental, consequential, or punitive damages, including lost revenue or lost orders
• We are not liable for disruptions caused by third-party systems, phone carriers, or internet outages

Nothing in these Terms limits liability for gross negligence, willful misconduct, or fraud.

14. Indemnification

You agree to indemnify and hold harmless Asterra from any claims, losses, or damages arising from:

• Your provision of inaccurate business information that causes the agent to behave incorrectly
• Your misuse of the dashboard or control features
• Your violation of any applicable law in connection with your use of the service

15. Governing Law

These Terms are governed by the laws of the Province of Ontario and the laws of Canada applicable therein. Any disputes not resolved through good faith negotiation will be submitted to the courts of Ontario.

16. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes at least 30 days in advance by email. Continued use of the service after the effective date of changes constitutes acceptance.

17. Entire Agreement

These Terms, together with your individual service agreement, constitute the entire agreement between you and Asterra with respect to the services. In the event of a conflict, the service agreement takes precedence.

18. Contact

For questions about these Terms:

Asterra Solutions Inc.
Email: contact@asterra.ca
Website: asterra.ca