These terms govern use of Vocallia, an application that answers inbound phone calls for a Shopify store. Installing the app means accepting them.
What the service does
Vocallia provides a phone number, answers calls to it, verifies the caller against the store's own order records, and answers questions about orders, delivery, products and store policies. Anything it cannot answer is logged for the merchant, and the caller is placed on a waiting line and directed to the merchant's support email.
What it deliberately will not do
- It does not cancel, refund, or edit orders. It records the request and leaves the decision with the merchant.
- It does not transfer callers to a person or claim someone is coming.
- It does not disclose order details until the caller has been verified.
- It does not invent an answer it cannot support from the store's data.
Accounts
A merchant is responsible for what happens under their account, for keeping their store's access secure, and for the accuracy of the store settings the agent relies on — including shipping promises and policy text, which the agent will state to callers as written.
Phone numbers
A number assigned to a store is licensed for use with the service, not sold. If the app is removed, the number is held for 7 days and returned to the same store if it reinstalls within that window. After that the number is released and cannot be recovered. A merchant may change their number at any time; the previous one is released immediately.
Recording calls
Recording is off by default. A merchant who enables it is responsible for ensuring they may lawfully record calls where they and their customers are located, including obtaining any consent the law requires. The agent announces recording at the start of every recorded call. Recordings are deleted automatically after 30 days.
Fees and billing
Plans are billed monthly through Shopify, and appear on the merchant's Shopify invoice. Every plan includes every feature; plans differ only in the minutes included. Minutes used beyond a plan's allowance are billed at that plan's stated per-minute rate, up to the cap shown when the subscription was approved.
- The trial is 14 days and 30 minutes, whichever ends first, with no card required.
- A paid line keeps answering when it runs past its included minutes, and the extra is billed as overage rather than cutting the phone off.
- Changing plans takes effect through Shopify, which prorates.
- Fees already charged are non-refundable except where the law requires.
Acceptable use
A merchant must not use the service to:
- Make outbound marketing or robocalls — this is an inbound support line.
- Mislead callers about who or what they are speaking to.
- Break telecommunications, recording, consumer-protection or privacy law.
- Attempt to reach another merchant's calls, recordings or data.
Availability
We work to keep the line answering, but the service depends on telephone networks, Shopify, and third-party providers we do not control. We do not promise uninterrupted service, and the service is provided as is, without warranties beyond those the law does not let us exclude.
Limits of liability
To the extent the law allows, Vocallia is not liable for indirect or consequential loss, lost sales, or lost goodwill. Our total liability in any twelve-month period is limited to the fees paid in that period.
The agent speaks to a merchant's customers. Merchants are responsible for the content they configure it to say, and should review the shipping, returns and policy text they enter.
Ending the agreement
A merchant may remove the app at any time; that cancels the subscription going forward. We may suspend or end an account that breaks these terms, that puts the service or other merchants at risk, or where required by law. On removal, data is handled as described in the privacy policy.
Changes
We may update these terms. Material changes will be dated at the top and notified in the app before taking effect.