General Terms and Conditions

Provider:

1. Scope

These Terms and Conditions govern the contractual relationship between Nora41 – Cédric Lauber (hereinafter Nora41 or we) and any business customer (hereinafter Client) who purchases the Nora41 AI receptionist service. These terms apply to all orders, agreements, and service engagements.

2. Services

Nora41 provides an AI-powered phone receptionist service that answers missed calls on behalf of the Client, captures lead information, books appointments, and delivers call summaries via WhatsApp or other agreed channels. The specific scope of the service is agreed upon during the onboarding call and confirmed in writing before go-live.

3. Setup and onboarding

A one-time setup fee of CHF 1'000 is invoiced upon signing of the service agreement and is non-refundable. The build period is typically 1 to 2 weeks from the date payment is received. The service goes live only after the Client has confirmed the setup meets their requirements.

4. Monthly retainer

A monthly retainer fee is invoiced from the date the service goes live. The retainer amount is agreed individually based on the Client's call volume and is confirmed in writing before go-live. Invoices are issued monthly in advance. Payment is due within 14 days of the invoice date.

5. Cancellation

The Client may cancel the monthly retainer at any time with no notice period and no penalty. Cancellation takes effect at the end of the current billing month. The setup fee is non-refundable upon cancellation.

6. Guarantee

In the first 30 days of service, Nora41 guarantees that at least 50% of eligible missed leads will be captured. Eligible leads are defined as calls answered by Nora where the caller provided a name, contact number, and a stated job request. Scam calls, wrong numbers, hang-ups, and calls without a job request are excluded and logged separately.

If the 50% capture threshold is not met, the Client is entitled to a full refund of the first month's retainer fee. To claim this refund, the Client must notify Nora41 in writing within 7 days of the end of the 30-day period. The setup fee is not refundable under any circumstances.

7. Client obligations

The Client is responsible for:

• Setting up call forwarding to Nora's number (instructions provided).
• Providing accurate information during onboarding about their trade, services, pricing, and typical caller questions.
• Keeping their calendar integration active and up to date.
• Notifying Nora41 promptly of any changes to their business that affect how Nora should handle calls.

8. Data protection

Both parties agree to comply with applicable data protection law, including the Swiss Federal Act on Data Protection (FADP) and, where applicable, the GDPR. Nora41 processes caller data on behalf of the Client as a data processor. A Data Processing Agreement (DPA) is available upon request.

9. Limitation of liability

Nora41's liability is limited to the monthly retainer fee paid in the month in which the issue occurred. Nora41 is not liable for lost revenue, missed opportunities, or consequential damages arising from service interruptions, AI errors, or third-party infrastructure failures (including Retell, Twilio, or telephony providers).

10. Governing law and jurisdiction

These Terms are governed by Swiss law. Any disputes shall be subject to the exclusive jurisdiction of the courts of Zurich, Switzerland.

11. Changes to these terms

We reserve the right to update these Terms at any time. Clients will be notified of material changes by email at least 14 days in advance. Continued use of the service after that date constitutes acceptance.