AI Features Terms

Version 1.0 Last updated 28th May 2026
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These terms ("AI Features Terms") are an agreement between OnceHub Inc. and you (the "Customer"), which govern your use of the AI-powered features available through the OnceHub Services — including AI features such as the Web Chat AI Feature, the Phone Agent Feature, the AI Agent Feature, the Contact Summary Feature and any additional AI-powered features that may be made available by OnceHub from time to time (each as defined below and collectively the "AI Features") — and are incorporated by reference into OnceHub's Master Services Agreement (the "MSA") available at https://oncehub.com/trustcenter/legal/msa or other agreements governing the use of OnceHub's Services. These AI Features Terms completely replace and supersede any previously applicable AI Chatbot Terms or Phone Agent Terms. 

By using any AI Feature, Customer acknowledges that it has read, understood, and agreed to be bound by these AI Features Terms. Customer represents and warrants that it has the full legal authority to enter into these AI Features Terms and, if Customer is acting on behalf of an organization or company, it has the legal authority to bind such organization or company to these AI Features Terms. 

Capitalized terms not defined herein shall have the meanings assigned to such terms in the MSA. In the event of any conflict between these AI Features Terms and the MSA, the provisions of these AI Features Terms shall prevail solely with respect to the AI Features.

We reserve the right to update these AI Features Terms from time to time and to introduce new AI Features that will be governed by these AI Features Terms upon their release or availability to Customer.

  1. Definitions
    For the purposes of these AI Features Terms, the following definitions apply: 
    1. "AI Features" means any artificial intelligence, machine learning, generative AI, conversational AI, summarization, automation, voice, text, or other AI-powered functionality, feature, capability, or service made available by OnceHub as part of the Services from time to time, including, by way of example, Web Chat AI functionality, conversational AI agents, contact/conversation summaries, and other AI-powered features.
    2. "Voice-Enabled Features" means any AI Feature that processes audio, voice recordings, speech, or telephone conversations, including AI-powered phone agents or voice-enabled conversational agents.
    3. "Input" means prompts, data, metadata, audio, text, files, instructions, configurations, or other content submitted to, processed by, or used in connection with an AI Feature.
    4. "Output" means any response, completion, summary, transcription, recommendation, analysis, generated content, or other result produced by an AI Feature based on Input.
    5. "Content" means, collectively, the Input and the Output.
  2. Opt-In Feature
    1. Each AI Feature is 'off' or disabled by default. To use any AI Feature, the Customer must selectively activate or turn it 'on'. OnceHub Services may be used without activating any AI Feature.
  3. AI Technology Partners
    1. The AI Features,  and where applicable, associated voice processing and communication technologies, are operated by OnceHub and its authorized third-party service providers ("AI Technology Partners").
    2. Current AI Technology Partners include, but are not limited to:
      1. Microsoft Azure OpenAI — large language model processing (selected AI Features)
      2. OpenAI — large language model processing (selected AI Features)
      3. Microsoft Azure Text-to-Speech — voice synthesis and audio output (Voice-Enabled Features only)
      4. Deepgram — speech recognition and transcription services (Voice-Enabled Features only)
      5. LiveKit — real-time audio transport and communications infrastructure (Voice-Enabled Features only)
    3. AI Technology Partners may process audio, voice, and/or text data to enable the relevant AI Features, including call routing, speech recognition, transcription, and AI-generated responses. OnceHub engages such providers in accordance with its Privacy Policy and Data Processing Addendum and remains responsible for its subprocessors as required by applicable law. Unless otherwise disclosed, OnceHub only engages AI Technology Partners whose terms of service commit to not using Customer Data to train their foundational models. OnceHub does not intentionally permit AI Technology Partners to use Customer Data for training generalized AI or machine learning models. Customer Data processed by AI Technology Partners is used solely for the purpose of delivering the AI Features.
    4. Customer acknowledges and understands that certain AI Technology Partners may impose additional terms, policies, or technical restrictions applicable to the services underlying the AI Features, which may affect Customer’s use of the AI Features.  Current AI Technology Partner terms include:
      1. Microsoft Azure OpenAI — Azure OpenAI Terms of Service
      2. OpenAI — OpenAI Terms of Use
      3. Deepgram — Deepgram Terms of Service
      4. LiveKit — LiveKit Terms of Service
    5. OnceHub may modify or replace its AI Technology Partners from time to time to maintain or improve the AI Features. Continued use of the AI Features following such changes constitutes acceptance of the updated provider framework. If Customer does not agree to such a change, Customer's sole remedy is to discontinue use of the affected AI Feature. 
    6. AI Technology Partners that process Customer Data are engaged as subprocessors and are listed on OnceHub's Subprocessors page. Customers may subscribe to updates via the RSS feed available on that page to receive notifications of changes in accordance with OnceHub's Data Processing Addendum.
  4. License
    1. OnceHub hereby grants the Customer a limited, revocable, non-exclusive, non-transferable, and non-sublicensable license to use the AI Features.
    2. OnceHub reserves the right to charge fees for the use of any AI Feature, at any time. If Customer does not agree to such fees or to these AI Features Terms, Customer’s sole remedy is to cease using the relevant AI Feature.
    3. OnceHub reserves the right to discontinue any AI Feature, and Customer acknowledges and agrees that it has no recourse against OnceHub should such action be taken.
    4. The right to access and use any AI Feature may be suspended or terminated upon Customer exhausting applicable usage credits, which may be modified from time to time at OnceHub’s sole discretion. Customers with an active subscription may purchase additional usage credits to continue accessing the AI Features following exhaustion of their existing credits. Upon expiry of any free trial period, and unless Customer has purchased a subscription and applicable additional credits for the AI Feature, Customer’s access to such AI Feature will automatically be terminated, or suspended.
  5. Content
    1.  The Output generated and returned by the AI Features is based on the Input processed on and through the Services. The Input and Output shall collectively be referred to in these AI Features Terms as Content. 
    2. Customer is responsible for all Input submitted to the AI Features, as well as Customer’s use of any Output. Any use of the Output is at Customer’s sole risk and subject to these AI Features Terms and any applicable terms of the relevant AI Technology Partner providing the applicable AI services. Customer is solely responsible for independently reviewing, verifying, and evaluating all Output prior to use or reliance, including determining whether such Output is accurate, appropriate, lawful, suitable for Customer’s intended use, or may be subject to third-party rights, restrictions, claims, or applicable legal requirements. OnceHub recommends that Customer obtain appropriate professional advice where necessary.
    3. Any Input to an AI Feature must not include:
      1. Any sensitive personal data (including data that reveals racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, health data, or data concerning a person's sex life or sexual orientation); 
      2. Any health information protected by the Health Insurance Portability and Accountability Act (including any implementing regulations and as amended from time to time) (collectively, "HIPAA") or similar regulations that control the use of medical data by AI Technologies. Use of the AI Features is specifically excluded from the scope of OnceHub's Business Associate Agreements; 
      3. Any sensitive financial information, including credit card data or payment card information; 
      4. Any contact data that Customer does not have lawful right to process for AI summarization purposes, including data obtained without appropriate consent where consent is required under applicable law;
      5. Any personal data relating to minors where processing of such data through the AI Features is prohibited under applicable law or where required consents have not been obtained;
      6. Any data subject to export control restrictions or government security classification requirements.
    4. Due to the nature of machine learning, Output may not be unique, and the AI Features may generate the same or similar Output for other customers. Customer hereby waives any claim against OnceHub arising from or relating to any similarity or identity between Output generated for Customer and Output generated for other customers.
    5. OnceHub does not guarantee the accuracy of any Output generated by the AI Features. Given the probabilistic nature of machine learning and AI, Customer acknowledges that Output may be inaccurate, offensive, or may infringe third parties' intellectual property rights. Customer acknowledges that OnceHub has not verified the accuracy of the Output and that Output does not represent OnceHub's views.
    6. Customer is solely responsible for ensuring that it: 
      1. Complies at all times with these AI Features Terms;
      2. Does not violate any applicable law or other applicable terms and conditions; and 
      3. Does not infringe, violate, or misappropriate our rights or the rights of any third party, including intellectual property rights.
    7. As between the parties, and to the extent permitted under applicable laws, the Customer is the owner of the Input and is hereby granted rights, title, and interests in and to the Output. The Content may be used for any legal and lawful purpose, including commercial purposes and publication, at Customer's own risk. Customer is solely responsible for determining whether disclosure regarding AI-generated content is required under applicable law, regulation, industry standards, or contractual obligations. 
    8. The AI Features utilize artificial intelligence technologies that are pre-configured by OnceHub and are designed to facilitate the functionality described in these AI Features Terms. The AI Features are intended to operate within the scope of their defined use cases and system constraints. OnceHub endeavours to maintain and adhere to reasonable, industry-standard policies and procedures relating to the ethical and responsible use of AI Technologies within the AI Features, including policies, protocols, and procedures for: (a) developing and implementing AI Technologies in a way that promotes transparency, accountability, and human interpretability; (b) identifying and mitigating bias in outputs to the extent reasonably within OnceHub’s control, including through prompt design, system constraints, and output handling measures, and relying on AI Technology Partners for bias mitigation at the model and training-data level; (c) management oversight and approval of the development or implementation of AI Technologies; and (d) minimizing the occurrence and/or prevalence of AI hallucinations. OnceHub does not warrant that such measures will detect or prevent all inaccurate, biased, harmful, or unintended outputs.
    9. Upon reasonable request, OnceHub shall make available to Customer appropriate documentation explaining: (1) basic information about the AI Technology used in the AI Features (e.g., model type/version); (2) how the AI Technology uses Customer Data (Input); and (3) other appropriate information reasonably available to OnceHub to provide Customer with sufficient information to analyze the risk associated with such AI Technology (e.g., model cards or similar documentation if available). 
  6. Voice-Specific Terms: Recording and Transcription
    This section applies exclusively to the Voice-Enabled Features 
    1. Customer Responsibility for Consent. Customer is solely responsible for ensuring that it provides all notices and obtains all consents required under applicable law from all parties to a recorded call before enabling or using any Voice-Enabled Feature. OnceHub provides a default welcome message informing callers that the call is recorded. Customer may modify or replace this message at its discretion. Customer acknowledges and agrees that it remains solely responsible for ensuring that any configured message and its use of the Voice-Enabled Features comply with all applicable recording, wiretapping, telecommunications, privacy, biometric, and consent laws in all applicable jurisdictions. Customer further acknowledges that recording consent requirements vary by jurisdiction and that OnceHub does not provide legal advice regarding such compliance obligations.
    2. Recording and Transcription Functionality. Calls conducted using a Voice-Enabled Feature will be recorded and transcribed. Such recordings and transcripts are made available to the Customer through the application as part of the service functionality.
    3. Customer Control and Use. Customer determines the purposes for which recordings and transcripts are accessed and used. Customer is solely responsible for its use, disclosure, retention, and deletion of such recordings and transcripts in compliance with applicable laws. For purposes of applicable data protection laws, Customer acts as the controller (or equivalent legal role) with respect to recordings and transcripts processed through the Voice-Enabled Features, and OnceHub acts solely as a processor or service provider on Customer’s behalf.
    4. Access Controls and Security. Recordings and transcripts are stored in secure systems and protected by appropriate technical and organizational safeguards. Customer-accessible recordings are stored within OnceHub's cloud environment and are accessible to Customer through the application. Customer is responsible for configuring and maintaining appropriate internal access controls for recordings and transcripts made available through the Services.  In addition, a separate copy of audio data is retained within OnceHub's production observability and infrastructure systems for diagnostic and service reliability purposes. Such infrastructure-level data is automatically deleted within thirty (30) days. Access to recordings and transcripts, including any infrastructure or observability copies, is strictly limited to authorized personnel on a need-to-know basis for purposes such as providing customer support, maintaining service reliability, or investigating reported issues.
    5. Retention and Deletion. Recordings and transcripts are retained for as long as Customer's account remains active, unless earlier deleted by Customer using the functionality provided within the application. Upon account termination or Customer-initiated deletion, such data will be deleted in accordance with OnceHub's Data Privacy Policy.
    6. Use Limitations. OnceHub does not use Customer recordings and transcripts to train its AI models. Recordings and transcripts are not shared with third parties except as necessary to provide the Voice-Enabled Features or comply with legal obligations. 
  7. Assumption of Risk
    1. Customer understands and acknowledges that the AI Features rely on generative artificial intelligence technologies, which are developing technologies whose potential risks and limitations may not be fully understood and for which safeguards may not be fully developed. To the maximum extent permitted by applicable law, OnceHub disclaims liability arising from Customer’s use of, or reliance on, the AI Features or any Output, and makes no representations or warranties, express, implied, statutory, or otherwise, regarding the accuracy, reliability, completeness, legality, non-infringement, suitability, or availability of the AI Features or any Output, or regarding whether Customer’s use of the AI Features or Output is appropriate, permissible, or suitable for Customer’s intended use. Customer assumes all risks arising from its use of the AI Features and any reliance on Output, including risks associated with inaccuracies, hallucinations, bias, non-uniqueness, legal compliance, and intellectual property claims.
  8.  Restrictions
    1. In addition to the matters listed in OnceHub's Acceptable Use Policy, it is prohibited to use any AI Feature to:  
      1. Knowingly misrepresent AI-generated content as solely human-generated in violation of applicable law or regulation.
      2. Generate content that expresses or promotes hate, harassment, or violence; exploits or harms children; encourages self-harm; or presents illegal, sexual, political, harmful, false, deceiving, or misleading information; misuses personal data; contains or generates malware, spam, ransomware, keyloggers, viruses, or other malicious software; or is used for activities with a high risk of economic harm, or for adult content, adult industries, and dating applications; 
      3. Use the AI Features as a substitute for licensed professional advice, including medical, legal, accounting, tax, or financial advice;
      4. Engage in political campaigning or lobbying; 
      5. Generate contracts or legally binding obligations; 
      6. Implement fully automated decision-making that produces legal or similarly significant effects without human oversight; 
      7. Infringe, misappropriate, or violate any third-party rights; 
      8. Reverse assemble, reverse compile, decompile, translate, or otherwise attempt to discover the source code or underlying components of models, algorithms, and systems of the AI Features (except to the extent such restrictions are contrary to applicable law); 
      9. Extract data from the AI Features using any method, including web scraping, web harvesting, or web data extraction methods. 
    2. OnceHub and its AI Technology Partners reserve the right to analyze metadata and limited content associated with Customer’s use of the AI Features for abuse prevention, security, legal compliance, service integrity, and policy enforcement purposes.
    3. OnceHub may suspend or terminate the Services or Customer’s use of any AI Feature if OnceHub determines that Customer is in breach of these AI Features Terms, or if OnceHub is investigating suspected misconduct. 
  9. Disclaimer
    1. IN ADDITION TO ANY DISCLAIMERS SET FORTH IN THE MSA, THE AI FEATURES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. ONCEHUB AND THE APPLICABLE AI TECHNOLOGY PARTNERS MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THE AI FEATURES, OR THE INFORMATION, TEXT, AND AI CONTENT INCLUDED IN THE OUTPUT, OR THE USE OF THE INPUT, INCLUDING WITHOUT LIMITATION, ACCURACY OF THE RESULTS, AVAILABILITY, SUITABILITY, OR RELIABILITY OF AI CONTENT OR OF ANY INFORMATION PROVIDED THROUGH THE AI FEATURES.
    2. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND SUBJECT TO THE LIMITATION OF LIABILITY PROVISIONS OF THE MSA, ONCEHUB WILL HAVE NO LIABILITY OR RESPONSIBILITY ARISING FROM CUSTOMER’S USE OF, OR RELIANCE ON, THE AI FEATURES OR ANY ERRORS, OMISSIONS, INACCURACIES, OR HALLUCINATIONS CONTAINED IN ANY OUTPUT.
      WITHOUT LIMITING THE DISCLAIMERS OR LIABILITY LIMITATIONS SET FORTH IN THE MSA, NEITHER ONCEHUB NOR ITS AFFILIATES OR LICENSORS SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER LOSSES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
  10. Feedback
    1. Customer may provide feedback regarding the AI Features ("Feedback") through our Support Center. Feedback may include input on performance, missing features, and any bugs encountered. Any Feedback provided grants OnceHub a perpetual, irrevocable, non-exclusive, worldwide, fully paid, sub-licensable, assignable license to incorporate it into the Services or otherwise use such Feedback to improve the Services. The Customer irrevocably waives any moral rights in such Feedback pursuant to applicable copyright law. OnceHub acknowledges that any Feedback is provided on an "as-is" basis with no warranties of any kind.