Terms of Service

These terms govern your use of HeyDiane, an AI receptionist service operated by The Human Frequency Inc. (“THF,” “we,” “us”). By purchasing HeyDiane you agree to these terms. If you don't agree, don't purchase the service.

1. What HeyDiane is

HeyDiane is a configured AI receptionist named Diane that answers inbound phone calls on your business line when you can't pick up. Diane:

• Discloses to callers that the call may be recorded
• Captures caller name, callback number, service address, and the nature of the request
• Books appointments to your calendar based on rules you configure
• Creates and updates contact records in your CRM (GoHighLevel)
• Sends you a daily 7am email summarizing the previous night's calls
• Texts your escalation number for true emergencies as you define them

2. Pricing

$1,500 CAD one-time setup fee plus $497 CAD per month subscription, both charged at checkout. The subscription renews monthly until cancelled. All prices are in Canadian dollars and exclusive of GST.

3. Setup, configuration, and go-live

Within 24 hours of payment we will send you a five-question setup form. Diane's first draft will be built within 48 hours of your completed answers. We aim to have Diane live on your line within 5 business days of payment, contingent on:

• You providing complete answers to the setup form
• You being available for a 30-minute kickoff call
• Your existing phone provider supporting call forwarding to a Twilio number

If you delay these steps, the 5-day target shifts accordingly. We will not refund the setup fee for delays caused by your unavailability.

4. Refund window

Setup fee: 80% refundable if you cancel within 14 calendar days of your kickoff call. We retain 20% of the setup fee to cover configuration work, voice tuning, and Twilio number acquisition. After 14 days the setup fee is non-refundable.

Monthly subscription: not refundable for a partial month. If you cancel mid-month you continue to receive service through the end of the billing period.

5. Cancellation

You can cancel at any time without speaking to anyone. Visit heydiane.ca/cancel or email hello@heydiane.ca. On cancellation:

• Diane is removed from your line at the end of the current billing period
• The Twilio number purchased on your behalf is released unless you request a port-out
• Your contact records remain in your GHL account — that's your data
• Call recordings older than 90 days are already purged; remaining recordings are deleted within 30 days unless you request otherwise

6. Call recording consent

Diane discloses recording at the start of every call. By purchasing HeyDiane you authorize us, our subprocessor Retell, and Twilio to record and transcribe inbound calls to the configured business line. You are responsible for any additional disclosure required by your jurisdiction if Diane is deployed outside Alberta or beyond standard inbound business calls.

7. What HeyDiane is not

• Diane is not a human and we do not represent her as one. We will disclose AI on request and Diane will never claim to be a person.
• Diane is not a 911 service. She will not dispatch emergency services on a caller's behalf. If a caller has a life-safety emergency she instructs them to call 911.
• Diane is not a substitute for licensed advice. She does not give medical, legal, or financial advice; she does not quote prices for non-trivial work; she does not commit to specific arrival times without your authorization.

8. Service availability

We target 99% uptime on the call-answering layer. If Diane is unavailable due to provider outages (Retell, Twilio, Vercel), calls will fall through to your existing voicemail. We will not credit downtime caused by upstream provider outages, but we will provide credit for sustained outages caused by our own infrastructure (greater than 4 hours in a calendar day).

9. Liability

We provide the service “as is.” To the maximum extent permitted by Alberta law, our total liability to you for any claim arising out of HeyDiane is capped at the amount you have paid us in the 12 months preceding the claim. We are not liable for indirect, incidental, or consequential damages including but not limited to lost profits, lost customers, or business interruption caused by AI mishandling of a call.

You are responsible for the accuracy of the configuration you give us (service area, pricing, escalation rules). If Diane misquotes a fee because you gave us the wrong number, that's on you.

10. Indemnity

You will indemnify and hold us harmless for any third-party claim arising from your use of HeyDiane in a way that violates these terms, applicable law, or the rights of a caller (including but not limited to deploying Diane in a jurisdiction where additional recording disclosure is required and you did not configure it).

11. Changes

We may update these terms. We will email active customers at least 30 days before substantive changes take effect. Continued use after the effective date is acceptance. If you don't accept, you can cancel without penalty within those 30 days even if you're outside the 14-day setup-fee refund window.

12. Governing law and disputes

These terms are governed by the laws of the Province of Alberta and the federal laws of Canada applicable therein. Disputes will be resolved in the courts of Alberta. Before litigation, both parties agree to attempt good-faith resolution by email for at least 30 days.

13. Contact

The Human Frequency Inc.
Sherwood Park, Alberta, Canada
hello@heydiane.ca