These Terms and Conditions ("Terms") govern your access to and use of the Harlo platform, including our AI voice and chat agent services, websites, APIs, dashboards, and related software (collectively, the "Services"), provided by Jyoram LLC, a Texas limited liability company doing business as Harlo ("Harlo", "we", "us", or "our"). By accessing or using the Services, creating an account, or clicking to accept these Terms, you agree to be bound by them. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity, and "you" refers to that entity.
You must be at least 18 years old and capable of forming a binding contract to use the Services. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us promptly of any unauthorized use. We may suspend or terminate accounts that we reasonably believe are being used in violation of these Terms.
Harlo provides a multi-tenant platform that answers and conducts conversations through AI agents across multiple channels, including telephone calls (e.g., via Twilio or RingCentral), web text chat, and browser/mobile audio. The platform performs speech-to-text, language-model reasoning, tool execution, and text-to-speech, and may record, transcribe, summarize, and persist conversations and related metadata where enabled and lawful.
We may modify, enhance, or discontinue features of the Services at any time. We will use commercially reasonable efforts to provide advance notice of material adverse changes to the core Services.
THE SERVICES ARE NOT A SUBSTITUTE FOR, AND DO NOT SUPPORT, EMERGENCY CALLING. THE SERVICES CANNOT BE USED TO PLACE CALLS TO, AND ARE NOT DESIGNED OR INTENDED TO RECEIVE, RECOGNIZE, TRIAGE, OR ROUTE CALLS TO, 911, E911, 112, OR ANY OTHER EMERGENCY SERVICE, PUBLIC SAFETY ANSWERING POINT, POISON CONTROL CENTER, OR SIMILAR EMERGENCY RESPONDER.
Because your Agents answer telephone calls on your behalf, an End User experiencing an emergency may reach an Agent instead of a person. You acknowledge that AI agents may fail to recognize an emergency, may respond inappropriately to one, and cannot dispatch or connect a caller to emergency services. You must not configure or rely on the Services to detect, handle, escalate, or respond to emergencies, and you are responsible for (a) maintaining traditional or alternative means for you, your personnel, and your End Users to reach emergency services, and (b) informing End Users, where appropriate, that they should dial 911 (or their local emergency number) directly in an emergency. To the maximum extent permitted by law, Harlo will have no liability arising from the unavailability of emergency calling through the Services or from any Agent's handling of an emergency or attempted emergency communication.
We may offer free trials, pilots, or other promotional access to the Services ("Trials"). The duration, features, and usage limits of a Trial are as presented when you sign up, and we may impose limits (such as call-minute caps, feature restrictions, or watermarking) that do not apply to paid plans. We may modify, suspend, or terminate a Trial, or your access to it, at any time without notice or liability. Unless we expressly state otherwise, each Customer is eligible for one Trial.
What happens when a Trial ends: if you provided a payment method when starting the Trial and the signup flow disclosed that the Trial converts to a paid subscription, your subscription will automatically convert to the disclosed paid plan at the end of the Trial and your payment method will be charged, unless you cancel before the Trial ends. If you did not provide a payment method (or the signup flow did not disclose auto-conversion), the Trial simply expires: your access to the Services will be suspended until you purchase a subscription, and no charge will be made. You can cancel a Trial at any time through your account dashboard or by notice under Section 24 (Notices).
Customer Data associated with a Trial (including call recordings, transcripts, and Agent configuration) may be permanently deleted thirty (30) days after the Trial ends unless you convert to a paid subscription before then. Trials are provided "AS IS" and, notwithstanding anything to the contrary, are excluded from any support commitments, and Harlo's total aggregate liability arising out of a Trial will not exceed fifty US dollars (US$50).
You agree not to, and not to permit any End User or third party to:
Where recording, transcription, and conversation analysis features are enabled, the Services may capture and store audio, transcripts, and derived summaries. Recording behavior may be consent-gated; however, you remain solely responsible for ensuring that the recording, monitoring, transcription, and analysis of communications complies with all applicable one-party and two-party consent laws and any sector-specific requirements in every jurisdiction where you and your End Users are located. You will configure consent settings appropriately and provide all legally required disclosures.
The Services use artificial intelligence and large language models to generate responses. AI output may be inaccurate, incomplete, or otherwise unsuitable, and may not reflect Harlo's views. You should not rely on AI-generated output as a substitute for professional advice (legal, medical, financial, or otherwise). You are responsible for reviewing and supervising the conduct of your Agents and for any decisions or actions taken based on their output. Harlo does not guarantee any particular outcome, accuracy level, or fitness of AI-generated content for your purposes.
We may make features available that are designated as beta, preview, early access, labs, or experimental (collectively, "Beta Features"). Beta Features are offered so you can try functionality that is still under development: they may be modified, suspended, or discontinued at any time without notice, may never become generally available, and are excluded from any support or service-level commitments. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THESE TERMS, BETA FEATURES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, YOUR USE OF THEM IS AT YOUR OWN RISK, AND HARLO WILL HAVE NO LIABILITY ARISING OUT OF OR RELATING TO BETA FEATURES. You should not rely on Beta Features to handle production call traffic without your own supervision, and any feedback you provide on them is licensed to us under Section 17 (Intellectual Property).
The Services integrate with third-party providers (for example, telephony carriers, speech and language-model providers, and the systems you connect via integrations). Your use of those services is governed by the respective third party's terms, and we are not responsible for their acts, omissions, availability, or data practices. You authorize us to transmit relevant Customer Data to such providers as necessary to deliver the Services you have enabled.
Fees for the Services are set out in your order, subscription plan, or pricing page. Unless otherwise stated, fees are exclusive of taxes, which you are responsible for paying. Usage-based charges (such as per-minute call handling, transcription, and analysis) are calculated based on our metering and are estimates rather than invoices until billed. Fees are non-refundable except as required by law or expressly stated. We may suspend the Services for non-payment after reasonable notice.
Subscriptions run for the billing period you select at purchase (for example, monthly or annual). Unless you cancel before the end of the then-current billing period, your subscription will automatically renew for successive periods of the same length, and the payment method on file will be charged the then-current fees at the start of each renewal period. The plan price, billing frequency, and renewal terms are disclosed at the time of purchase.
How to cancel: you may cancel at any time through your account dashboard or by notice under Section 24 (Notices); online cancellation is available through the same medium you used to subscribe. Cancellation takes effect at the end of the current billing period — you retain access until then, and, except where required by law, fees already paid (including for partial periods) are not refunded.
Price changes: we may change subscription fees from time to time. Price changes do not apply mid-period; we will notify you at least thirty (30) days before a price change takes effect at your next renewal, and you may cancel before the renewal if you do not accept the new price. Where the law of your state or country imposes additional requirements for automatic renewal (such as California's Automatic Renewal Law), we will comply with those requirements, and any renewal disclosures presented at checkout control over this section to the extent they differ.
Our collection and use of personal data is described in our Privacy Policy, which is incorporated into these Terms by reference. As between the parties, you retain all rights in Customer Data. You grant Harlo a worldwide, non-exclusive license to host, process, transmit, and display Customer Data solely to provide, secure, and improve the Services and as otherwise described in the Privacy Policy, subject to the limits on AI model training in Section 15. Where Harlo processes personal data on your behalf, the parties will, where required, enter into a data processing agreement.
Harlo does not use Customer Data — including call recordings, transcripts, chat messages, and Agent configuration — to train or fine-tune generalized artificial-intelligence or machine-learning models, or any model made available to other customers. The license in Section 14 to "improve" the Services does not include model training on the content of your conversations.
For clarity:
We will not change this position with respect to your Customer Data without your prior express consent.
Except as expressly agreed by Harlo in a signed writing, the Services are not designed for, and you must not use them to collect, store, or process: (a) protected health information ("PHI") regulated under HIPAA, unless Harlo has executed a business associate agreement ("BAA") with you covering the Services; (b) payment card data subject to PCI DSS — Agents are not intended to accept card numbers, CVVs, or other cardholder data by voice or chat, and the Services are not a PCI DSS-validated environment; (c) government-issued identifiers such as Social Security numbers, other than as a specific feature expressly requests; or (d) data regulated under GLBA, FERPA, CJIS, ITAR, or similar regimes ("Regulated Data").
You acknowledge that End Users may volunteer sensitive information (for example, health or legal details when calling a medical or law office) despite your configuration. You are responsible for configuring your Agents, prompts, notices, and recording settings appropriately for your industry, and Harlo is not a covered entity or business associate, and assumes no compliance obligations for Regulated Data, absent a signed agreement stating otherwise. If your business requires HIPAA-compliant handling, contact us at legal@askharlo.ai about BAA availability before using the Services for such calls.
The Services, including all software, models, designs, and documentation, and all intellectual property rights therein, are and remain the exclusive property of Harlo and its licensors. Except for the limited right to use the Services under these Terms, no rights are granted to you. You may provide feedback or suggestions, and you grant Harlo a perpetual, irrevocable, royalty-free license to use such feedback without restriction.
Each party may access the other's confidential information. The receiving party will use confidential information only to perform under these Terms, protect it with reasonable care, and not disclose it except to representatives who need to know and are bound by similar obligations. This section does not apply to information that is public through no fault of the receiving party, independently developed, or required to be disclosed by law.
Support is provided in accordance with your subscription plan, using commercially reasonable efforts, through the channels we make available (such as email or the dashboard). Unless set out in a separate written agreement signed by Harlo, we do not commit to specific response times, resolution times, or uptime levels, and no service-level credits are available. The Services may be temporarily unavailable for scheduled maintenance, emergency maintenance, or causes beyond our reasonable control; we will use commercially reasonable efforts to schedule planned maintenance to minimize disruption.
THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. HARLO DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR THAT AI OUTPUT WILL BE ACCURATE OR RELIABLE. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES, SO SOME OF THE ABOVE MAY NOT APPLY TO YOU.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUES, DATA, OR GOODWILL, ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. EXCEPT FOR YOUR PAYMENT OBLIGATIONS, EACH PARTY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE AMOUNTS PAID OR PAYABLE BY YOU TO HARLO FOR THE SERVICES IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE LIABILITY.
You will defend, indemnify, and hold harmless Harlo and its affiliates, officers, and employees from and against any claims, damages, liabilities, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Services; (b) Customer Data and your Agents' configuration and output; (c) your violation of these Terms or applicable law; or (d) your failure to obtain required consents from End Users, including for call recording.
These Terms remain in effect while you use the Services. Either party may terminate for material breach that remains uncured 30 days after written notice given in accordance with Section 24 (Notices). We may suspend or terminate immediately for violations that pose security, legal, or operational risk. Upon termination, your right to use the Services ceases, and we will make Customer Data available for export for a limited period as described in the Privacy Policy, after which it may be deleted. Sections that by their nature should survive termination will survive.
Notices to you. We may give notices required or permitted under these Terms (including legal notices) by email to the address associated with your account administrator, or by posting in the Services dashboard. Email notices are deemed received twenty-four (24) hours after sending (unless we receive a delivery failure), and dashboard notices are deemed received when posted. You are responsible for keeping your account email address current.
Notices to Harlo. You must give legal notices to Harlo (including notices of breach under Section 23) by email to legal@askharlo.ai, with a subject line identifying it as a legal notice. Such notices are deemed received on the first business day after sending. Routine account and support communications may use the ordinary support channels and are not subject to this section.
Wherever these Terms require "written notice," notice given in accordance with this section satisfies that requirement.
We may update these Terms from time to time. We will post the updated Terms with a revised "Last updated" date and, for material changes, provide reasonable notice. Your continued use of the Services after changes take effect constitutes acceptance of the revised Terms.
These Terms are governed by the laws of the State of Texas, United States, without regard to its conflict-of-laws principles. Subject to any dispute-resolution provisions the parties agree to in writing, the parties submit to the exclusive jurisdiction of the state and federal courts located in Texas, except where applicable law grants you rights to bring proceedings elsewhere.
The Services may be subject to export control and sanctions laws of the United States and other jurisdictions, including the U.S. Export Administration Regulations and programs administered by the U.S. Treasury Department's Office of Foreign Assets Control (OFAC). You represent that you (and any entity you act for) are not located in, organized under the laws of, or ordinarily resident in any country or region subject to comprehensive U.S. sanctions, and are not listed on any U.S. or other applicable government restricted-party list. You will not access or use the Services in violation of any export control or sanctions law, will not permit End Users or third parties to do so through your account, and will not use the Services for any purpose prohibited by such laws.
These Terms, together with any order and the Privacy Policy, constitute the entire agreement between the parties regarding the Services. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. Neither party is liable for delays caused by events beyond its reasonable control.
Questions about these Terms can be sent to:
Jyoram LLC (d/b/a Harlo)
8228 Oakwood
Plano, TX 75024
United States
Email: legal@askharlo.ai
