Legal
Terms of Service
Effective date: 3 September 2026
1. Agreement
By accessing or using the Flovix platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of a business, you represent that you have the authority to bind that business to these Terms. If you do not agree, do not use the Service.
These Terms are between you and Flovix Systems("Flovix", "we", "us").
2. Description of Service
Flovix is an inquiry-to-customer conversion platform for service businesses. The Service includes:
- Inquiry capture via web forms, phone, and messaging channels
- Automated lead qualification and scoring
- Follow-up sequencing and nurture workflows
- Appointment booking and calendar management
- Client dashboard and reporting
- Integration with voice AI (Retell), WhatsApp, and payment processors
3. Accounts and Access
You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately of any unauthorized access at support@flovixsystems.com. We are not liable for losses caused by unauthorized access resulting from your failure to protect your credentials.
You may not share account access with individuals outside your organization or create accounts on behalf of others without their consent.
4. Acceptable Use
You agree not to use the Service to:
- Send unsolicited messages (spam) or harass individuals
- Collect or process data of individuals without appropriate legal basis or consent
- Violate applicable laws, including consumer protection and telecommunications regulations
- Reverse engineer, copy, or create derivative works from the platform
- Interfere with the integrity or performance of the Service
- Use the Service for illegal businesses or activities
5. Payment and Billing
Subscription fees are billed monthly in advance, in USD via Stripe or in your local currency via Paystack, as selected at checkout. Where an annual prepay term is chosen, twelve months of service are charged at the price of 10 months, in advance, and the term renews annually unless cancelled before the renewal date. Setup fees are due before system activation; where a deposit option is used, the balance is due at go-live and the subscription starts after launch. Included voice minutes and per-minute overage rates are those of your plan at the time of purchase.
Included voice minutes are a monthly allowance on every term. They are not pooled across an annual term and unused minutes do not carry over. Overage is billed as it is incurred rather than at renewal.
Except for the Results Guarantee below, all fees are non-refundable except as required by applicable law or as explicitly stated in your service agreement. We reserve the right to suspend access for non-payment after 7 days of outstanding balance.
Results Guarantee. If, in the 30 days after your system goes live, the number of appointments booked through the Service (appointments recorded by the system with status confirmed, rescheduled or completed) is below the target for your plan — Starter: 3, Standard: 5, Professional: 8 — we refund the subscription fee for that month. On an annual prepay term the remedy is one month of the term credited back at the effective monthly rate you paid — either an extra month of service or a refund of that amount, your choice — not a refund of the year. The count is produced automatically by the Service and is visible in your client portal. Setup fees, deposits and usage overages are not covered. The guarantee applies once per client, to the first 30 days after go-live, and requires that your inquiry channels remain connected to the Service during the window.
Go-live. We aim to have your system live within 7 business days of payment and a completed onboarding form. Where a telephone number must be obtained from a carrier in your country, that step can take longer and we will tell you as soon as we know.
Pricing may change with 30 days' written notice. Continued use after the notice period constitutes acceptance of the new pricing.
6. Data and Privacy
Our collection and use of personal information is governed by our Privacy Policy, incorporated into these Terms by reference.
You retain ownership of all data you input into the Service. You grant Flovix a limited licence to process that data solely to provide the Service. We will not use your customer data for any purpose other than operating the Service on your behalf.
You are responsible for ensuring you have lawful basis to collect and share customer data with the Service, including obtaining any required consents.
7. Data Processing Addendum
Version 2026-09-01 · effective 1 September 2026. This addendum forms part of these Terms and applies whenever Flovix processes personal data on your behalf. Where it conflicts with the rest of these Terms on the handling of that data, this addendum governs.
- Roles. For personal data about your customers and enquirers, you are the controller and Flovix is the processor. Flovix processes that data only on your documented instructions, which are the configuration you set in your account and the operation of the Service. For your own account and billing data, Flovix is the controller.
- Categories of data and data subjects. Data subjects are your enquirers, customers, and staff users. Categories are: identifiers (name, phone number, email address), the content of enquiries and messages, service and address details you ask for, appointment records, call recordings and transcripts produced by the voice agent, and technical data (IP address, device, referral and UTM parameters). If you operate in a regulated niche, an enquirer may volunteer health information in a call; the agent is instructed not to solicit it, not to advise on it, and to direct emergencies to local emergency services.
- Purpose and duration. Flovix processes the data to capture, qualify, route, and follow up enquiries, to book appointments, and to report to you — for the duration of your subscription and the retention periods below.
- Sub-processors. Flovix uses the sub-processors listed below and remains responsible for their performance. You will be notified before a new sub-processor is added, and may object in writing within 30 days.
- Security measures. Access to production data is limited to the operator accounts that need it. Data is encrypted in transit (TLS) and at rest by our database and storage providers. Every tenant table is row-level-security enabled and every server query is scoped to a single client. Webhook payloads are signature-verified before they are parsed. Third-party credentials are held as environment secrets, and OAuth tokens are stored encrypted. Recordings are held by the voice provider and referenced by URL, not copied into the platform database.
- Call recording and retention. Call recording can be switched off entirely per client. Where it is on, recordings are retained for the window you choose — 30, 60, or 90 days, and never fewer than 7 or more than 90. A daily job deletes recordings past that window at the voice provider and clears the stored link; the call record itself, minus the recording, is kept for your reporting. Transcripts and call metadata follow your account retention, not the recording window.
- Deletion and data-subject requests. You can delete all recordings for your account at any time from the portal, and Flovix will action a deletion request for an individual caller or a date range on your instruction. Requests are queued, processed, and stamped so you have an audit trail to show a regulator. On termination, you may export your data within 30 days, after which it is deleted.
- International transfers. Flovix serves clients in the United States, Kenya, Nigeria, Ghana, and South Africa, and the sub-processors above host data outside some of those countries — principally in the United States and the European Union. Transfers rely on the transfer mechanisms in each sub-processor’s own data processing terms, which Flovix has entered into. Tell us before onboarding if your regulator requires data to stay in-country; we will tell you honestly whether we can meet that today.
- Breach notification. If Flovix becomes aware of a personal data breach affecting your data, we will notify you without undue delay and in any case within 72 hours of becoming aware, with what we know about the nature of the breach, the categories and approximate number of records, the likely consequences, and the measures taken. You remain responsible for notifying your regulator and affected individuals where the law requires it; we will give you the information you need to do so.
- Audit and assistance. On reasonable written request, and no more than once a year unless a regulator requires otherwise, Flovix will answer a written security questionnaire and provide the sub-processor list, retention settings, and deletion logs for your account. Flovix holds no third-party security certification and does not claim one.
7.1 Sub-processors
| Sub-processor | Purpose | Hosting |
|---|---|---|
| Supabase | Primary database, authentication, and file storage for all client and lead records | Cloud region selected for the project |
| Vercel | Application hosting, edge routing, and request logs | Global edge, primary region for server functions |
| Retell AI | Voice agent telephony, call recordings, transcripts, and post-call analysis | United States |
| Meta Platforms (WhatsApp Business) | Delivery and receipt of WhatsApp messages to and from end customers | Global |
| Resend | Transactional email delivery (confirmations, reminders, reports) | United States / European Union |
| Stripe | Card payments and subscription billing for clients paying in USD | United States |
| Paystack | Local-currency payments and subscription billing in Kenya, Nigeria, Ghana, and South Africa | Africa / United States |
| Anthropic | Model inference for the support agent and operator tooling | United States |
| OpenAI | Model inference used by the voice agent through Retell for conversation and post-call analysis | United States |
7.2 Your obligations as controller
You decide what is collected and why. You must tell your customers that calls to your Flovix number may be recorded and how long recordings are kept, obtain any consent your law requires, choose a retention window in your portal, and pass any deletion request you receive to us if you cannot action it yourself. If your business is regulated — healthcare among others — you are responsible for your own registration with your data-protection authority and for confirming that the Service meets your obligations before you go live.
What the voice agent will not do.The agent takes bookings and messages. It does not give medical, legal, or financial advice, does not assess how urgent or serious a caller's situation is, and is instructed to direct anything that sounds like an emergency to local emergency services rather than booking it.
Flovix holds no third-party security certification and makes no claim to any. Nothing in these Terms is a representation that the Service satisfies a specific sector regulation on your behalf.
8. Integrations and Third-Party Services
The Service integrates with third-party providers (Google Calendar, Meta WhatsApp, Retell AI, telephony carriers, Stripe and Paystack). Your use of those integrations is subject to the respective third-party terms and privacy policies. Flovix is not responsible for the acts or omissions of third-party providers.
9. Uptime and Service Levels
We target 99.5% monthly uptime for core platform functions. Planned maintenance will be communicated in advance where possible. We are not liable for downtime caused by third-party infrastructure, force majeure events, or factors outside our reasonable control.
10. Intellectual Property
The Flovix platform, brand, software, and all associated materials are the intellectual property of Flovix Systems. Nothing in these Terms grants you any rights to our intellectual property beyond the limited licence to use the Service.
11. Disclaimer of Warranties
The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that the Service will meet your specific requirements or that it will be error-free or uninterrupted.
12. Limitation of Liability
To the fullest extent permitted by applicable law, Flovix shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including lost revenue, lost profits, or loss of data, arising out of or in connection with your use of the Service.
Our total cumulative liability for any claim arising under these Terms shall not exceed the fees paid by you in the 3 months preceding the claim.
13. Termination
Either party may terminate this agreement with 30 days' written notice. We may suspend or terminate access immediately for material breach of these Terms, non-payment, or activity that poses a risk to the Service or other users.
Upon termination, you may request an export of your data within 30 days. After that period, data will be deleted in accordance with our Privacy Policy.
14. Governing Law
These Terms are governed by the laws of the jurisdiction in which Flovix Systems is registered. Any disputes shall be resolved through binding arbitration or the courts of that jurisdiction, except where local consumer protection laws provide otherwise.
15. Changes to Terms
We may update these Terms from time to time. Material changes will be communicated via email with 14 days' notice. Continued use of the Service after the notice period constitutes acceptance of the updated Terms.
16. Contact
Legal or Terms-related questions:
support@flovixsystems.com