Convertree Terms and Conditions

Convertree is a service brand of Metaverse Lab Limited, a company incorporated in Hong Kong. These Terms and Conditions ("Terms") constitute a legally binding agreement between Metaverse Lab Limited, operating the Convertree services ("Company," "we," "us," or "our") and the entity or individual purchasing services from us ("Client," "you," or "your"). By engaging Convertree for the implementation and maintenance of an AI Voice Concierge or related automation services, you agree to be bound by these Terms.

1. Services & Uptime

Convertree provides AI-driven business process automation services, primarily the "Premium Voice Concierge." This includes:

• Configuration and installation of an AI receptionist on your designated phone line.
• Customization of agent prompts, FAQs, and booking rules.
• Integration with third-party tools (e.g., Calendly, CRMs, n8n) as specified in your service scope.
• Ongoing hosting and maintenance of the AI agent.

1.1 Uptime and Availability

Convertree will use commercially reasonable efforts to maintain service uptime and availability. However, the service may be interrupted for maintenance or due to third-party provider outages or issues (e.g., telephony, hosting, or AI model providers).

2. Fees and Payment

2.1 Setup Fee

A one-time, non-refundable (except as noted in Section 3) setup fee is required to initiate the build and implementation phase. Work will commence only upon receipt of this payment.

2.2 Monthly Subscription

Following the initial setup, a Monthly Recurring Revenue (MRR) fee applies for the ongoing operation, hosting, and optimization of the service.

2.3 Billing

Subscription fees are billed in advance on a monthly basis.

2.4 Non-Payment

Failure to pay recurring fees may result in the immediate suspension of the AI Concierge service until the account is brought current.

3. 30-Day Money-Back Guarantee

If you are unsatisfied with the service for any reason within the first thirty (30) days following your "Go-Live" date, you may request a full refund of all fees paid (including the setup fee and the first month's subscription). No questions asked. Upon issuance of a refund, all services will be terminated immediately, and any integrations provided by Convertree will be disconnected.

4. AI Performance and Limitations

4.1 Nature of AI

Client acknowledges that the services utilize Large Language Models (LLMs) and synthetic voice technologies. While Convertree employs rigorous guardrails and prompt engineering to minimize anomalies, AI can occasionally produce "hallucinations" or unexpected responses.

4.2 Disclaimer

Convertree does not warrant that the AI agent will be error-free or that it will provide perfectly accurate information at all times. Convertree shall not be held liable for any damages arising from incorrect information provided by the AI agent to callers, provided the agent was configured according to the Client's provided documentation and instructions.

5. Client Responsibilities and Compliance

5.1 Information Accuracy

Client is responsible for providing accurate and up-to-date business information, FAQs, and scheduling availability for the AI to communicate.

5.2 Call Recording and Privacy

The AI Concierge records and transcribes calls to function (including for functionality and quality assurance purposes).

• Default Notice: By default, Convertree will configure the AI agent to provide a "this call is recorded" notice to all inbound callers.
• Client Responsibility: While Convertree enables this notice by default, Client remains responsible as the "Data User" / "Data Controller" (or "Business Owner", as applicable) for ensuring compliance with applicable privacy and data protection laws (including, where applicable, the Hong Kong PDPO or GDPR).

5.3 Access

Client must provide necessary access to third-party accounts (CRM, Calendly, etc.) required for successful integration.

6. Intellectual Property

Convertree retains all rights, titles, and interests in the underlying AI frameworks, proprietary prompts, automation workflows, and software used to provide the service. Client is granted a limited, non-exclusive license to use the service for their internal business operations during the term of their subscription.

7. Limitation of Liability

To the maximum extent permitted by law, Convertree shall not be liable for any indirect, incidental, special, or consequential damages, including loss of profits, revenue, or data, arising out of or in connection with the use of the AI Concierge. In no event shall Convertree's total liability exceed the total amount paid by the Client to Convertree in the three (3) months preceding the claim.

8. Termination and Data Portability

8.1 Term

These Terms remain in effect as long as the Client maintains an active subscription.

8.2 Cancellation

Client may cancel their monthly subscription at any time via written notice. Cancellation will take effect at the end of the current billing cycle, and access to the AI Voice Concierge will cease at the end of the then-current billing period.

8.3 Data Export

Client has a thirty (30) day window from the date of cancellation to request an export of Client's call recordings and transcripts. After this window, such data may be permanently deleted.

8.4 Termination for Cause

Convertree reserves the right to terminate service immediately if the Client uses the service for any illegal, fraudulent, or abusive purposes.

9. Governing Law and Jurisdiction

These Terms and any disputes arising out of them shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. Both parties submit to the exclusive jurisdiction of the courts of Hong Kong.

10. Modifications

Convertree reserves the right to modify these Terms at any time. We will provide at least fourteen (14) days' notice for any material changes via the email address provided during signup. Continued use of the service after the notice period constitutes acceptance of the updated Terms.