This Addendum governs your use of the AI Phone Operator, an optional paid feature that answers your telephone line using an automated conversational assistant. It supplements the Terms of Service, which continue to apply in full. You accept this Addendum when you subscribe to or enable the add-on. Where this Addendum conflicts with the Terms of Service, this Addendum prevails for the add-on only.
When enabled and approved, calls to your assigned telephone number are answered by an automated assistant that can, depending on the capabilities you switch on:
The assistant cannot take payment over the telephone, cannot access any other business’s data, and cannot perform any action for which you have not enabled the corresponding capability.
Every call opens with a spoken disclosure, before any information is collected, telling the caller that they are speaking with an automated booking assistant. The time at which the disclosure was given is recorded against the call. The assistant is instructed never to claim to be a human being.
You must not disable, shorten, obscure or misrepresent the disclosure.
You may customise the wording of your greeting. If you do, the disclosure must remain clear and must be given before the assistant collects any information. Several jurisdictions require automated-agent disclosure by statute, and more are introducing it; you are responsible for ensuring the wording you configure satisfies the law where your callers are.
Call audio is not recorded. No audio file is created, transmitted for storage, or retained.
Speech is transcribed to text in real time so that the assistant can respond. The audio itself is not retained by us after the call.
A written transcript of the conversation is stored so that you and your caller have a record of what was said and agreed. Transcripts are visible to your workspace owners and staff in the call detail view.
You choose how long private call data is kept, from 0 to 365 days, with a default of 30 days. A scheduled job deletes it once that period has elapsed.
You are solely responsible for compliance with all laws governing the interception, monitoring, transcription and recording of telephone calls in every jurisdiction from which you may receive calls.
This includes, without limitation:
You must publish a privacy notice to your callers that accurately describes the use of an automated assistant, the transcription and retention of conversations, and the sub-processors involved.
The assistant may send text messages to deliver a booking verification code or a secure payment link, where you have enabled those capabilities. Messages are sent to the contact details already held on the booking, or to a number the caller supplies for verification.
You must comply with the Telephone Consumer Protection Act, the Telemarketing Sales Rule, carrier requirements including 10DLC registration where applicable, and equivalent laws outside the United States. In particular:
Telephone numbers used with the add-on are provisioned and verified through our telephony provider. You may not use a number you are not entitled to use. Number portability, availability and regulatory registration are subject to the provider’s and the carriers’ requirements. We provision and control assigned numbers through our telephony provider. Assignment does not transfer ownership of a number or guarantee portability. After cancellation, we may release or reassign the number, subject to provider requirements and applicable law.
By default, before the assistant reveals any booking detail, a caller must either state a valid booking reference or prove control of the email address or telephone number on the booking by reading back a six-digit code we send to it. Codes expire after ten minutes, allow five attempts, and are rate limited per call and per destination.
You may optionally enable a setting that treats a matching inbound caller ID as sufficient verification, so that a caller whose number matches a booking is not asked for a code.
Because cancelling a booking is destructive, whether caller ID alone is sufficient to cancel is controlled by a separate setting, which is off by default. We recommend leaving it off.
The assistant will not create, reschedule or cancel a booking, send a payment link or submit a callback request unless it has first summarised the action and received the caller’s separate, explicit spoken agreement in the immediately following turn. This is enforced on our servers and does not rely on the language model’s judgement alone. Only one reservation may be created per call.
Automated speech recognition is imperfect. A caller’s agreement may occasionally not be recognised, in which case the assistant will ask again rather than act. You are responsible for reviewing bookings created by telephone.
The assistant never collects, requests, repeats or stores payment card details, and you must not configure it to do so.
Reservations created by telephone are pay-in-person reservations. Where you have enabled payment links, the assistant may send the caller a link to your payment provider’s own hosted checkout page. All card entry occurs on that page. Your merchant relationship and refund responsibilities under Section 8 of the Terms of Service apply unchanged.
Transfer to a person is available where you have configured a destination number, we have approved transfer for your workspace, and the call falls inside the staffed hours and weekdays you configure in your workspace timezone. When those conditions are met, the assistant transfers a caller who asks for a person, and may offer a transfer where it has been unable to help.
If the destination does not answer within the ring window, the caller is returned to the assistant rather than disconnected. Where transfer is unavailable, the assistant will say so and, if you have enabled it, may take an after-hours callback request instead. It will not claim to transfer a call it cannot transfer.
You are responsible for staffing the destination number during the hours you advertise and for the cost of the onward call leg.
If the assistant identifies language suggesting an emergency, it immediately ends the call and directs the caller to contact emergency services. That detection is automated. It is not guaranteed to be accurate: it may fail to recognise a genuine emergency, and it may end a call in response to an ordinary question.
You must maintain independent means for staff and guests to reach emergency services, and you must brief your staff that the telephone line is answered by an automated assistant outside staffed hours.
The add-on is initially available only to businesses operating in the United States. The emergency instruction directs callers to hang up and call 911. We will update this instruction and the Service before offering the add-on in additional countries.
| Item | Amount |
|---|---|
| Monthly subscription | US$169.00 per workspace per month |
| Included minutes | 500 per billing period |
| Additional minutes | US$0.25 per minute |
| Rounding | Each call is rounded up to the next whole minute |
| Billing | Subscription in advance; overage metered and billed in arrears by Stripe |
Included minutes do not roll over. Unused minutes expire at the end of each billing period.
Your workspace lets you set how overage is handled:
If you do not set a cap, a default platform ceiling applies, and overage charges may be substantial.
Worked example: at the default platform ceiling, a workspace could accrue up to 1,500 minutes of overage in a single period, which at US$0.25 per minute is US$375.00 in addition to the subscription. Set a cap that matches your expected call volume.
Minutes are measured by us from call start to call end, using data from our telephony provider, and are reserved progressively during the call. Our records are determinative absent manifest error. Raise any usage dispute within 60 days at staff@pineappleorangejuice.com.
Verification and payment-link text messages and the outbound leg of a human transfer are metered separately and billed at the usage rates disclosed in your workspace or applicable order flow. Rates may vary by destination, carrier and provider charges.
The add-on requires an active PineappleOrangeJuice.com subscription. Cancelling the base subscription cancels the add-on. Cancellation of the add-on takes effect at the end of the current period; accrued overage remains payable.
Conversational AI systems produce probabilistic output. The assistant may mishear names, email addresses, telephone numbers, dates, times and party sizes, may misinterpret an ambiguous request, and may occasionally fail to complete a task. Speech recognition accuracy varies with accent, background noise, line quality and speech clarity.
Accordingly, you agree that:
The assistant is provided without any warranty of accuracy, completeness or fitness for a particular purpose. Sections 20 and 21 of the Terms of Service apply in full to the add-on.
We act as your processor for call data. Categories of data, service providers and retention are set out in the Privacy Policy and the Data Retention Policy. Current provider details are available by contacting staff@pineappleorangejuice.com. In summary:
In addition to Section 14 of the Terms of Service, you must not:
We may disable the add-on for your workspace immediately if we reasonably believe it is being used in breach of this Addendum or in a manner that creates legal risk, and will tell you why.
The add-on depends on third-party telephony and AI providers. It may be unavailable during their outages, during maintenance, or where a provider changes or withdraws a capability. We do not guarantee availability and offer no service credits. If a provider change makes the add-on unviable, we may discontinue it on 30 days’ notice and will refund prepaid unused subscription fees for the add-on.
We may update this Addendum on at least 30 days’ notice by email to your workspace owner address and by notice in your workspace. Continued use of the add-on after the effective date constitutes acceptance. If you do not accept a change, cancel the add-on before it takes effect.
Add-on support: staff@pineappleorangejuice.com
Billing and usage: staff@pineappleorangejuice.com
Privacy: staff@pineappleorangejuice.com
Pineapple Orange Juice, LLC, 8 The Green STE A, Dover, Kent County, DE 19901, United States