Terms of Service

1. Service publisher

Kelem.ai is a service published by Lifeora SRL (CBE 0843.008.489), with its registered office at Rue Lieutenant Liedel 44, 1070 Anderlecht, Belgium.

Contact: our contact page

2. Purpose

These terms of service ("Terms") govern access to and use of the Kelem.ai platform ("Platform"), a service for configuring and operating industry-specific AI voice agents for European SMEs.

Any use of the Platform implies unconditional acceptance of these Terms.

3. Description of the service

Kelem.ai provides business customers with a platform to configure and deploy an industry-specific AI voice agent (real estate at launch, more sectors to follow). The agent answers incoming phone calls on behalf of the customer, qualifies requests, takes messages, provides practical information (hours, address, services) and, where applicable, offers appointment slots.

4. Access and registration

Access to the Platform is reserved for professionals (SMEs, freelancers and their teams) or duly authorised representatives. Registration requires a valid email address and a password.

Users undertake to provide accurate information and keep it up to date. They are solely responsible for the confidentiality of their credentials. In case of suspected unauthorised access, the user must inform Kelem without delay via our contact page.

5. Free trial

Kelem.ai offers a 7-day free trial across all sectors, no credit card required. Duration and conditions are specified at sign-up.

After the trial, full access requires a paid subscription. Otherwise, access is suspended and data is retained for 30 days before deletion.

6. Subscription and payment

Full access to the Platform is conditional on a monthly or annual subscription. Available plans, prices, included features and quotas (call minutes or qualified leads) are shown on the relevant sector's pricing page at sign-up.

Billing : payments are charged automatically on the subscription anniversary (monthly or yearly). Payments are processed by Stripe — no banking data transits through Kelem servers.

Quotas and overages : each plan includes a monthly quota of calls or minutes. Overages are billed at the rate shown on the pricing page, automatically at period end.

Price changes : Kelem reserves the right to change its prices. Any change is communicated by email at least 30 days before it takes effect. A user who does not accept the change may terminate without charge before the new prices apply.

7. Termination

The user may terminate the subscription at any time from their account or by contacting us via our contact page. Termination takes effect at the end of the current billing period; no pro-rata refund is granted unless legally required.

Kelem reserves the right to suspend or terminate an account without notice in case of serious breach of these Terms, fraudulent use, unpaid invoice not regularised within 15 days of reminder, or any use contrary to applicable law.

8. User obligations

The user undertakes to:

• configure the voice agent accurately and completely (hours, services, FAQ, instructions, integrations);
• inform its customers and contacts that calls may be handled by an AI voice agent, in compliance with articles 13 and 14 GDPR;
• regularly check call summaries and call back callers within a reasonable timeframe;
• comply with the ethical rules applicable to its profession;
• not use the service for unlawful, fraudulent purposes or activities prohibited by the EU AI Act.

9. Availability and maintenance

Kelem.ai uses reasonable means to keep the service available 24/7. Occasional interruptions for maintenance, updates or technical reasons may occur without engaging Lifeora SRL’s liability. Kelem.ai is bound by a best-efforts obligation, not by an obligation of result.

10. Limitation of liability

Within the limits allowed by law, Lifeora SRL shall not be liable for:

• errors in understanding, transcription or qualification made by the AI voice agent;
• consequences of a missed, mis-qualified or un-returned call;
• indirect damages (loss of customers, opportunity, business);
• temporary service interruptions for technical or maintenance reasons;
• use of the service by third parties who accessed the user's account due to insufficient protection of credentials.

11. Intellectual property

The Platform, its design, source code, algorithms, trade prompts and editorial content are the exclusive property of Lifeora SRL and are protected by copyright and applicable intellectual property rights.

Configuration data (FAQ, hours, contacts, settings) entered by the user remains its property. The user grants Lifeora SRL a limited licence to use it solely to provide the service.

12. Data protection

The processing of personal data is described in the Privacy Policy and the Data Processing Agreement (DPA), which are an integral part of these Terms.

13. Changes to the Terms

Kelem reserves the right to amend these Terms. Any substantial change is notified by email at least 15 days before it takes effect. The version in force is the one published on the Platform.

14. Governing law and jurisdiction

These Terms are governed by Belgian law. In case of dispute, the parties shall seek an amicable solution. Failing that, any dispute shall be submitted to the competent courts of Brussels (Belgium).