Terms of Service

These Terms of Service (hereinafter “Terms”) govern the relationship between Epic Voice (hereinafter “Company”, “we”, “us”) and any individual or legal entity (hereinafter “Customer”, “you”, “your”) that uses our services.

Epic Voice is a Greek AI voice agency that designs, develops, and deploys AI voice agents on behalf of businesses. By using our services, accessing the epicvoice.gr website, subscribing to a service plan, or accepting a proposal, you fully and unconditionally accept these Terms.

If you do not agree with any of these Terms, please do not use our services.

• “Services”: The design, development, deployment, configuration, and support of AI voice agents, as well as every related service provided through our plans (Essential, Pro, Elite).
• “AI Voice Agent”: The artificial intelligence system that answers phone calls, provides information, books appointments, and performs automations on behalf of the Customer.
• “Customer”: Any individual or legal entity that enters into a service agreement with the Company.
• “End User”: Any person who interacts by phone with the Customer’s AI Voice Agent.
• “Third-Party Providers”: Third-party companies whose tools and platforms are used by the Company.

3.1 What we provide

Epic Voice provides AI voice agents that:

• Answer incoming phone calls 24/7, in Greek, English, and/or other languages depending on the plan.
• Provide information about the Customer’s business (hours, services, prices, etc.).
• Manage appointments (create, modify, cancel) via calendar integrations.
• Transfer calls to a human representative when necessary.
• Log requests and notify the Customer.

3.2 Service plans

The Company offers three (3) service plans: Essential, Pro, and Elite. Detailed pricing, talk minutes, number of agents, and supported languages for each plan are listed on the Pricing page (epicvoice.gr/en/pricing) and form an integral part of these Terms.

3.3 AI Transparency — Disclosure Obligation

In accordance with Regulation (EU) 2024/1689 on Artificial Intelligence (EU AI Act) and the General Data Protection Regulation (GDPR), the AI Voice Agent informs End Users at the start of each call that they are conversing with an artificial intelligence system. The Customer undertakes not to disable or circumvent this disclosure.

3.4 Classification under the EU AI Act

Epic Voice’s AI Voice Agent is classified as a limited-risk artificial intelligence system under Regulation (EU) 2024/1689. It does not make automated decisions producing legal effects within the meaning of Article 22 GDPR. Epic Voice complies with the transparency obligations of Article 50 of the AI Act.

4.1 General obligations

The Customer undertakes to:

• Provide accurate and up-to-date information about their business (hours, services, pricing) so the AI agent can operate correctly.
• Use the services exclusively for lawful purposes.
• Not attempt to reverse-engineer, decompile, or copy the Company’s software or systems.
• Not use the AI agent for purposes of deception, spam, or illegal activities.
• Promptly notify the Company of any changes to their information or requirements.

4.2 GDPR and EU AI Act compliance

The Customer is solely responsible for ensuring that their use of the AI Voice Agent complies with:

• The General Data Protection Regulation (GDPR — Regulation EU 2016/679).
• The Artificial Intelligence Regulation (EU AI Act — Regulation EU 2024/1689).
• Greek law 4624/2019 on the protection of personal data.
• Any other applicable national or European legislation related to telecommunications, call recording, and artificial intelligence.

Specifically, the Customer must verify whether the use of an AI agent in their sector requires specific disclosures, consents, or Data Protection Impact Assessments (DPIA). The Company does not provide legal advice and is not liable for the Customer’s non-compliance.

In particular, if the Customer operates in a sector that processes special categories of data (Article 9 GDPR) — such as health data (medical practices, clinics), legal information (law firms), or conducts systematic monitoring — preparing a Data Protection Impact Assessment (DPIA) is mandatory and rests solely with the Customer.

4.3 Call recording

If the AI Voice Agent records calls (audio recording and/or transcription), the Customer undertakes to inform End Users in accordance with applicable law. This disclosure is embedded in the agent’s script, but the ultimate responsibility for compliance rests with the Customer.

5.1 Setup fee and monthly subscription

Each plan includes a one-time setup fee and a monthly subscription. The exact amounts are listed on the Pricing page and in the proposal/agreement sent to the Customer.

5.2 Payment method

Payments are made via bank transfer, card, or another agreed method. The monthly subscription is charged on the same date each month. If payment is delayed beyond ten (10) days, the Company reserves the right to suspend services.

5.3 Exceeding talk minutes

If the Customer exceeds the talk minutes included in their plan, overage charges apply as listed on the Pricing page.

5.4 Price changes

The Company reserves the right to adjust its prices. The Customer will be notified at least thirty (30) days in advance. In case of disagreement, the Customer may terminate the contract before the new pricing takes effect.

All payments (setup fees, monthly subscriptions, overage payments) are non-refundable, unless the Company determines in its sole discretion that exceptional circumstances justify a refund.

Indicatively, the Company may consider a refund request in cases of:

• Material failure to provide the services solely attributable to the Company.
• Billing error on the part of the Company.

Submitting a refund request does not guarantee its approval. The final decision rests exclusively with the Company.

7.1 Duration

The service contract is of indefinite duration (monthly renewal), unless expressly agreed otherwise.

7.2 Termination by the Customer

The Customer may terminate the contract at any time with written notice (email to info@epicvoice.gr) at least fifteen (15) days before the end of the current billing cycle. Services are maintained until the end of the already paid period.

7.3 Termination by the Company

The Company reserves the right to suspend or terminate services immediately, without notice, if the Customer:

• Violates these Terms.
• Uses the services for illegal purposes.
• Delays payments beyond thirty (30) days.
• Acts in a manner that damages the reputation or systems of the Company.

7.4 After termination

Upon termination of the contract, access to the AI Voice Agent and all related services is discontinued. Customer data is deleted within thirty (30) days, unless there is a legal obligation to retain it.

All systems, software, automations, call scripts (prompts), integrations, and every technical solution developed by Epic Voice remain the exclusive intellectual property of the Company.

The Customer receives a limited, non-exclusive, non-transferable license to use the services for the duration of their contract. Copying, modifying, reselling, or redistributing any element of the services is prohibited.

The data and content provided by the Customer (logos, texts, business information) remain the property of the Customer.

Epic Voice uses technologies and platforms from third-party providers to operate its AI voice agents.

The Customer acknowledges that:

• The availability and performance of these services depend on the third-party providers, and the Company is not liable for their interruptions, changes, or malfunctions.
• The use of these services is subject to their own terms of service and privacy policies.
• The Company makes every reasonable effort to select reliable providers but does not guarantee uninterrupted operation.

10.1 Nature of service

The services are provided “as is” and “as available.” The Company does not guarantee that the AI Voice Agent will operate without interruption, without errors, or that it will fully meet the Customer’s expectations.

10.2 Accuracy of responses

The AI Voice Agent relies on artificial intelligence technology which may occasionally provide inaccurate or incomplete information. The Company is not liable for damages arising from erroneous responses by the agent. The Customer bears the responsibility of verifying critical information.

10.3 Liability cap

Under no circumstances shall the Company’s total liability exceed the amount paid by the Customer in the last twelve (12) months prior to the claim.

The Company shall not be liable for:

• Indirect, incidental, special, or consequential damages.
• Loss of revenue, profits, customers, or data.
• Damages caused by force majeure, third-party provider outages, or cyberattacks.
• Use of the agent in violation of these Terms or applicable law.

The Company expressly disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement of third-party rights, to the maximum extent permitted by law.

The Company is not a law firm and does not provide legal advice. Any information regarding legal compliance (GDPR, AI Act, etc.) is provided for informational purposes only and does not substitute specialized legal advice.

The Customer agrees to indemnify and hold harmless the Company, its officers, employees, and associates from any claim, loss, damage, or expense (including attorneys’ fees) arising from:

• Use of the services by the Customer or third parties through the Customer’s account.
• Breach of these Terms.
• Infringement of third-party rights.
• Non-compliance with legislation (GDPR, AI Act, telecommunications law, etc.).

Each party undertakes to keep confidential the information of the other party that is not publicly available. The confidentiality obligation survives termination of the contract for a period of two (2) years.

This article constitutes the Data Processing Agreement (DPA) between the Customer and Epic Voice, in accordance with Article 28 of Regulation (EU) 2016/679 (GDPR) and Greek law 4624/2019.

14.1 Roles of the parties

For GDPR purposes, the Customer acts as the Data Controller and Epic Voice as the Data Processor for personal data processed while providing the Service.

14.2 Subject matter and purpose

Epic Voice processes personal data solely for providing the Service, which includes handling inbound and outbound phone calls via AI agents, booking and confirming appointments, providing information, sending notifications, and contacting individuals identified by the Customer, in accordance with the Customer’s written instructions.

14.3 Categories of data and data subjects

Data subjects: Callers and customers of the Customer.

Categories of data processed:

• Full name
• Phone number
• Phone conversation content
• Date and time of call
• Appointment requests and related information
• Optionally, audio recordings of calls (if the feature is enabled)

14.4 Sub-processors

For the provision of the Service, Epic Voice engages selected technology providers as sub-processors. These providers cover the following general functions:

• Telephony infrastructure and voice processing
• Artificial intelligence models
• Cloud hosting and data storage
• Calendar and workflow automation services
• Email, notification, and payment services

The Customer generally authorizes the use of the above categories of sub-processors. All sub-processors are bound by contractual data protection obligations equivalent to those set out herein.

Upon written request by the Customer to info@epicvoice.gr, Epic Voice provides a general description of sub-processors referencing the nature of processing and country of establishment.

In the event of a material change to the categories of sub-processors, Epic Voice will timely notify the Customer, who shall have the right to raise a reasonable objection within fourteen (14) days.

14.5 Security measures

Epic Voice implements appropriate technical and organizational measures to protect the data, including:

• Encryption of data in transit (TLS) and at rest
• Role-based access control
• Activity logging
• Regular backups
• Periodic evaluation of the effectiveness of the measures

14.6 Personnel confidentiality

Epic Voice undertakes that every person authorized to process the data is bound by a duty of confidentiality.

14.7 Retention period

Personal data is retained for as long as necessary to provide the Service and in accordance with the retention periods set out in the Privacy Policy. Upon termination of the Agreement, Epic Voice deletes or returns the data within the applicable retention periods, unless retention is required by applicable law.

14.8 Data subject rights

Epic Voice provides the Customer with reasonable assistance so that the Customer can respond to data subject requests to exercise their rights (access, rectification, erasure, portability, objection, restriction of processing) within the time limits set by the GDPR.

14.9 Data breach

In the event a personal data breach is detected, Epic Voice notifies the Customer without undue delay and at the latest within forty-eight (48) hours of its detection, providing all available information about the nature of the breach, its likely consequences, and the measures taken.

14.10 International data transfers

Some sub-processors may be established outside the European Economic Area (EEA). Any such data transfer is made on the basis of appropriate safeguards, such as the Standard Contractual Clauses of the European Commission or adequacy decisions.

14.11 Audits

Upon reasonable written request and with adequate notice, Epic Voice provides the Customer with the necessary information to demonstrate compliance with the obligations of this article.

14.12 Termination

Upon termination of the Agreement for any reason, Epic Voice deletes all personal data within thirty (30) days, unless the Customer requests in writing its return or retention is required by law.

14.13 DPA precedence

In the event of a conflict between this article and other provisions of the Agreement concerning personal data processing, the provisions of this article shall prevail.

14.14 Customer representations

The Customer represents that it has lawfully obtained the contact information it provides to Epic Voice and that it has the right to communicate with the data subjects for the purposes of the Service. The Customer remains responsible for fulfilling its obligations as Data Controller toward the data subjects.

14.15 Compliance with telecommunications law

The Customer is responsible for compliance with commercial communications legislation, including Greek Law 3471/2006 and the relevant opt-out registries. Epic Voice provides the technical infrastructure and does not substitute the Customer in fulfilling these obligations.

14.16 Allocation of liability

To the extent that Epic Voice is required to pay any fine, damages, or other expense arising from a violation that resulted from the contact list, the content of the communication, or any other decision of the Customer, the Customer undertakes to indemnify Epic Voice for the corresponding amount.

The Company is not liable for inability or delay in performing its obligations due to events beyond its reasonable control, including but not limited to: natural disasters, war, pandemic, government decisions, network or infrastructure failures, cyberattacks, and malfunctions of third-party providers.

The Company reserves the right to modify these Terms at any time. Modifications are communicated via email and/or publication on the website. Continued use of the services after notification constitutes acceptance of the new Terms.

These Terms are governed by Greek law. For any dispute arising hereunder, the courts of Athens, Greece shall have jurisdiction.

Before resorting to legal proceedings, the parties shall make every reasonable effort to resolve disputes amicably within thirty (30) days.

• Severability: If any provision is held invalid, the remaining provisions shall remain in full force and effect.
• Entire agreement: These Terms, together with the Privacy Policy and the agreement/proposal, constitute the entire agreement between the Company and the Customer.
• No waiver: Failure to exercise a right does not constitute a waiver of that right.
• Assignment: The Customer may not assign its rights and obligations without the written consent of the Company.

For any questions regarding these Terms:

Epic Voice — DIMITRIOS TZOUVARAS
VAT No (ΑΦΜ): 170530136
General Commercial Registry (ΓΕΜΗ): 188582003000
Email: info@epicvoice.gr
Phone: 211 234 0203
Website: epicvoice.gr