Terms and conditions

Last updated: 26 September 2026

Original version in French: conditions générales. If the two versions differ, the French one prevails.

1. Who sells

2. Who we sell to

Responia is sold to professionals: companies, practices, associations and self-employed people, for their business. The service is not offered to consumers.

One exception matters, and it is written here because it protects our smallest clients. French law (article L221-3 of the consumer code) gives the same protections as a consumer to a professional who employs five people or fewer when the contract falls outside their main field of activity. If that is you, section 14 applies to you.

3. What the service does

Responia answers on your behalf on the phone, on WhatsApp and on your website chat. It runs a switchboard, answers the usual questions, books appointments in your calendar, writes a summary of every exchange and keeps the history of your contacts in a panel you open with a browser.

Two essential characteristics, worth knowing before you order:

• It does not make things up. The assistant answers from your business record (your opening hours, your services, your sites, your prices) and from what you wrote in it. When it does not know, it says so and hands over to a person. We do not promise a correct answer to a question whose answer is not in that record.
• It states that it is an artificial intelligence from the first exchange, in every channel and every language, as required by article 50 of the European AI regulation. That disclosure is not optional and cannot be removed.

The service depends on things that are not ours, and they are needed for it to work: a phone line, a WhatsApp Business account approved by Meta, and a calendar shared with us. We set them up with you during onboarding. A refusal or a delay from Meta, from a carrier or from Google is not our doing and cannot be attributed to us.

4. How the price is set

Prices are not published on this site: every scope is quoted after a demo, because a single practice's switchboard and a network of several sites have neither the same channels nor the same volumes. The quote carries the prices, and the quote is what counts. What these terms set are the rules of calculation, the same for everyone.

• A monthly subscription, excluding tax, in euros in Europe and in US dollars in Latin America. Applicable tax is added according to your country and your status.
• A setup fee, paid once: writing your business record, connecting the channels and linking the calendar.
• Included units every month. A unit is one call or one conversation. A conversation is a twenty-four hour window with the same contact on WhatsApp or on the chat, however many messages it contains. Units are a shared pool: it does not matter whether they go on calls or on conversations.
• Overage is billed the following month, at the per conversation and per minute price written in your quote, from what the counter recorded. You see it in your panel, Plan tab, before the invoice reaches you.
• What you consume on the networks (outbound minutes, SMS, number rental) is billed at our cost plus 30%, itemised on the invoice.

If a figure shown anywhere else contradicts your quote, the quote is the one that is true.

5. Ordering

Sales are by quote. The quote states the plan, the channels, the included units, the setup and the start date. It is valid for thirty days. The order is formed when you accept it in writing, email included, and that acceptance also covers these terms.

The day an online subscription exists, acceptance will be a separate checkbox, not pre-ticked, with a link to this page. That mechanism is not in place yet and we do not pretend otherwise.

6. Term and cancellation

No minimum term. The subscription is monthly and renews month by month. You stop it whenever you want, with a simple email: cancellation takes effect at the end of the current month, and the month already started is not refunded. There is no notice period, no one-year contract and no exit penalty.

If you choose to pay annually in advance, you get two months free and you commit for twelve months. That is the only case with a committed term, and it is optional.

Setup is due as soon as the work is done (record written, channels connected, calendar linked). It is not refunded if you leave afterwards, because it pays for work already carried out and not for access to the service.

We may stop serving a client with thirty days notice, and we then refund pro rata what was paid in advance and not used. Without notice only in the case of plainly unlawful use.

7. Price review

Prices of a running subscription may be reviewed once a year, by no more than 8%, with sixty days notice. If that review does not suit you, you cancel before it takes effect and you never pay it. We would rather write this plainly here than leave it in the small print.

8. Invoicing and payment

The invoice is issued at the start of the month for the subscription, and covers the previous month's overage. Payment is by bank transfer, to the following details: IBAN and account holder, once the business account is open.

Payment is due thirty days from the invoice date. After that, and with no reminder needed, late interest is due at the European Central Bank refinancing rate plus ten points, together with the fixed 40 euro indemnity provided by article L441-10 of the French commercial code.

For a Peruvian client: prices are net, free of Peruvian taxes and withholdings.

9. Unpaid invoices: what we cut, and what we do not

This is the point where most services strike us as dishonest, so here is the exact rule, and our code enforces it.

• Your assistant keeps answering. Phone, WhatsApp and chat stay served. Your clients do not pay for our commercial disagreement: cutting a practice's reception because an invoice is late would cost it patients, and that is the one failure nobody forgives.
• What stops during a suspension: writing in the panel (you keep reading, exporting and seeing your invoice) and outbound message campaigns, which cost us money on every send.
• Closing an account does cut everything and erases the data. It is never automatic: it is decided, you are notified, and you can export first.

Going over your units never cuts anything either. It is billed, it is shown in your panel, and your switchboard keeps working.

10. Availability

We aim for continuous service and we monitor our servers automatically, day and night. We make no numeric availability commitment on the Solo, Negocio and Red plans: the service depends on phone carriers, on Meta and on Google, whose outages we do not control.

A numeric availability commitment is possible on an enterprise scope: service level and penalties, to be defined contract by contract.

Keep a human path for serious cases. We recommend it in writing: an assistant that answers is not an emergency service.

11. Your obligations

• Give accurate information for your business record, and correct it when it changes. The assistant repeats what is written: a wrong opening time in the record becomes a wrong opening time on the phone.
• Do not ask us to remove the "I am an artificial intelligence" disclosure, or to have the assistant claim to be a person.
• Use outbound campaigns only towards people who may lawfully be contacted, and hold consent where it is required. Your lists are your responsibility.
• Keep your access to yourself. Your team's accounts are managed in the panel, with one role per person.
• Do not use the service for anything the law forbids, or for anything Meta, your carrier or Google forbid in their own terms.

12. Personal data

For your clients' conversations, you are the data controller and we are your processor. The detail (what is processed, why, with whom, where, and your rights) is in the privacy policy, and we sign a processing agreement on request.

What the code enforces today, and you can check in your panel:

• Conversations and recordings are kept for twelve months by default, and you choose that period yourself in the Data tab (three to sixty months, or no limit). Deletion is run every day by an automatic task, not by a request.
• You export your appointments, your contacts and your conversations whenever you want, as CSV or spreadsheet, without asking us.
• You can have your whole account erased from the panel. A copy is required before erasure, and erasure is final.
• Conversations live on our own server, in Europe. Calls go through a phone carrier, WhatsApp through Meta and voice through Google: those transfers are named in the privacy policy.

13. Ownership

Your data stays yours: your contacts, your appointments, your conversations, your business record. We do not sell them, we do not use them to train a model, and we give them back on request in an open format.

The software, the texts, the call scripts and the panel remain ours. Your subscription gives you the right to use them while it lasts, not to copy or resell them.

14. Withdrawal, for a professional with five people or fewer

If section 2 applies to you, you have fourteen days to withdraw, with no reason and no cost, from the acceptance of the quote.

If you ask us to start straight away, two things will be asked of you before work begins, separately from each other and from accepting these terms: your express request that performance begin, and your express waiver of your right of withdrawal for the part already performed. Without those two written agreements, your right of withdrawal remains whole.

To exercise it, an email to [email protected] is enough. We refund within fourteen days, by the same means as the payment.

15. Liability

We are liable for our service. We are not liable for outages at a phone carrier, at Meta, at Google or on your internet access, nor for what your assistant answers from a record you filled in inaccurately.

Our liability is limited to the amounts you paid us over the last twelve months, except in cases of gross negligence or personal injury. Nothing in this clause reduces the rights the law gives you if section 14 applies to you.

16. Changes to these terms

We may change these terms. A change that disadvantages you is announced sixty days before it takes effect, and you may cancel until then. The date at the top always says which version is in force.

17. Mediation

Consumer mediation does not apply here: Responia is sold to professionals, not to consumers. If the service is ever sold to consumers, joining an approved mediator will have to happen before the first sale, and its name will go in this spot.

18. Governing law and disputes

These terms are governed by French law. We will look for an amicable solution before any action. Failing that, the dispute will be for the Tribunal des activités économiques de Lyon (the commercial court of Lyon, France).

The European online dispute resolution platform shut down on 20 July 2025: no mention points to it any more.

Responia · RESPONIA SASU · 130 803 380 RCS Lyon · legal notice · privacy