The rules of the game, in plain words.

1. Who we are and what VoceFacile is

VoceFacile (a product of PRONTO AI by Sebastián Castaño, VAT no. 05070010235) is an AI-based voice assistant service that answers your business calls, captures requests, books appointments and alerts you by email and Telegram. On request, and where available, also via WhatsApp: in that case Meta’s terms of use also apply.

To contact us: sebastian@vocefacile.com or +39 045 2087647 (our virtual assistant answers and passes your request to the team). Business address: Località Fornello 19, 37067 Valeggio sul Mincio (VR), Italy.

2. Who it’s for

The service is intended for businesses and professionals. The Home plan is also available to private individuals (consumers): in that case the rules in section 14 also apply and prevail over the others. To use the service you must be of legal age and provide accurate, up-to-date information; if you use it for your business, you act on its behalf.

3. Activation

After sign-up we configure your agent and assign you a phone number. In Italy the carrier requires an ID document and an address in the area code’s district, so activation can take up to 3 weeks. In the United States no documents are needed and it is usually ready in 1-2 days.

4. Pricing and payments

Plans are monthly, all-inclusive (minutes included): Base €89, Pro €179, Studio €329 per month. Minutes beyond your plan are billed at €0.20/minute.

Payment is recurring monthly through our payment provider (Stripe). Prices are exclusive of any applicable taxes, where due.

We always charge in euros. Any amount shown in another currency (for example US dollars) is only an estimate at the ECB reference rate of the date shown; your bank converts at its own rate and may charge fees.

We may update prices, for example when our telephony and voice-AI providers change their rates, by emailing you at least 30 days in advance; if you don’t agree, you can cancel before they apply.

5. Term, cancellation and refunds

The subscription is monthly and renews automatically. You can cancel at any time: cancellation takes effect at the end of the period already paid, and you keep the service until that date.

14-day guarantee: if you’re not satisfied, ask us for a refund within 14 days of the first charge and we refund the whole first month.

Beyond that, and except as required by law, no refunds are issued for partial periods already started.

6. Acceptable use

You agree not to use the service for unlawful purposes, harassment, spam or to impersonate others.

You are responsible for complying with the rules applicable to your business, including telephony and communications rules (for example, the consent required for any outbound calls).

If you turn on outbound calls, you only call people who gave you their number and agreed to be contacted, and you follow the rules you accept in Settings (in the United States, including the Telephone Consumer Protection Act). You are responsible for the contacts you upload and will indemnify us against third-party claims arising from calls made without their consent.

7. The assistant is an artificial intelligence

Giulia and the other agents are AI systems. They can make mistakes and do not replace professional advice (for example medical or legal). The information they provide is general in nature.

In its first sentence the assistant says it is a virtual assistant and that the call is transcribed (EU AI Act, Article 50). We don’t record the audio. Please don’t ask us to remove this notice: it is a legal requirement.

8. Service availability

We work to provide a reliable service, but we cannot promise 100% uninterrupted operation. The service also depends on third-party providers (telephony, voice AI) and may undergo maintenance or outages.

9. Personal data

Data processing is described in our Privacy Policy. For your end customers’ data, you are the data controller and we act as a processor: on request we make a Data Processing Agreement (DPA) available.

Call transcripts are automatically deleted after 90 days. The contact record and a short summary stay in your CRM until you delete them. If a caller objects to the transcript, your dashboard shows only the summary: the text stays in a restricted archive for 30 days, for the security of the service and the defence of legal rights, and is then deleted.

10. Intellectual property

The VoceFacile platform, software and content remain our property. The data you enter and the data collected for your business remain yours.

11. Limitation of liability

To the extent permitted by law, our total liability is limited to the amounts you paid for the service in the 12 months before the event. We are not liable for indirect damages or lost profits.

These limitations do not apply in case of wilful misconduct or gross negligence (art. 1229 of the Italian Civil Code).

12. Changes to the terms

We may update these terms. In case of material changes we will notify you; the date at the top indicates the version in force.

13. Governing law and jurisdiction

These terms are governed by Italian law. The Court of Verona has jurisdiction over disputes, save for any mandatory consumer jurisdiction provided by law.

14. If you are a private individual (Home plan)

If you buy the Home plan as a private individual, for purposes outside your trade, business or profession, you are a consumer. These rules also apply to you, prevail over the rest of these terms and never limit the rights the law gives you.

What it includes: one assistant for the whole home, for up to 3 people. Each of them can forward their phone to it: when nobody can pick up, it asks who the caller is looking for, takes the message and alerts you by email or Telegram. In the dashboard you can read the full conversations. It costs €29 a month and includes 100 minutes; each extra minute costs €0.20. We email you when you reach 80% of your minutes and when you start using extra minutes.

The number you forward your calls to belongs to VoceFacile: it is the forwarding destination and the number the assistant calls from on your behalf, but you may not publish it or use it as your own number. Use the service only with the phone lines of the people on the plan. The Home plan is for personal and household use: for a business there are the Base, Pro and Studio plans.

Members: only add people who know about it and agree; for minors, whoever has parental responsibility decides. All members with access to the dashboard can read the plan’s conversations.

Outbound calls: if you turn them on, the assistant can call for you, for example to leave a message for a relative or a clinic. The rules you accept when you turn them on apply: only people or businesses that agree to be called, between 8am and 9pm in the recipient’s time, and the assistant says right away that it is virtual and on whose behalf it is calling. They use the plan’s minutes. Don’t use them to bother, deceive or sell: if you do, we may turn them off.

Price: the price you see before paying is the final price. We apply the Italian flat-rate tax scheme (regime forfettario, Law 190/2014, art. 1, paragraphs 54-89), so no VAT is added. The plan renews every month and we always charge in euros. Call forwarding may cost you something with your carrier if your plan doesn’t include unlimited calls to national numbers.

Right of withdrawal: you can withdraw within 14 days of the plan’s first charge (and at any time before it), without giving a reason, with the “Withdraw from the contract here” button (vocefacile.com/recesso, at the bottom of the site and in your dashboard), by writing to sebastian@vocefacile.com or with the model form (Annex I, part B, of the Italian Consumer Code). The service starts right away and the law would let us keep the part already provided: we refund everything, within 14 days and with the same payment method.

Legal guarantee: you have the legal guarantee of conformity for digital services (Articles 135-octies et seq. of the Italian Consumer Code). If the service doesn’t work as promised, write to us: we fix it or, if that isn’t possible, we refund you proportionally or you can end the contract.

Cancellation: you can cancel whenever you like from your dashboard, in one click and with no penalty; it takes effect at the end of the month already paid. When you cancel, remove the call forwarding from your phone (we tell you the code): otherwise unanswered calls would go to a number that is no longer active.

Price changes: the price also depends on what our telephony and voice-AI providers charge us, and they update their rates. We may change it for those reasons, or because of changes in taxes or regulation, by emailing you at least 30 days in advance; if you don’t agree, you can cancel at no cost before it applies.

Data of the people who call you: for the Home plan we are the data controller (see the Privacy Policy); what section 9 says about our role as processor applies only to businesses.

Liability: the limitations in section 11 don’t apply to you to the extent consumer protection law doesn’t allow them. We are always liable for damage caused by wilful misconduct or gross negligence and for personal injury.

Complaints: write to sebastian@vocefacile.com; we reply in writing within 14 days.

Jurisdiction: if you live in Italy, the court of your place of residence has jurisdiction. If you live in another EU country, you keep the protection of the mandatory rules of your country.

If you live in the United States: the plan renews automatically every month at the stated price, plus any extra minutes you use, until you cancel, and you can cancel online at any time from your dashboard, without having to call anyone. After purchase we email you these terms and how to cancel. The 14-day guarantee applies to you too. Your bank converts euros at its own rate and may charge fees. Nothing in these terms limits the non-waivable rights your state’s law gives you.