Terms and Conditions

These terms are an agreement between your business and Citigen Solutions LLC, of Newark, Delaware, which operates Citigen Voice (“we,” “us”). They cover your use of our website, dashboard, and AI front desk. By creating an account or using the service, you agree to them for your business.

1. Who can use Citigen Voice

The service is for businesses. You must be at least 18 and allowed to accept these terms for your business. You’re responsible for everyone you invite to your account and for keeping sign-in details safe. Tell us right away if you think your account has been misused.

2. What the service does

Citigen Voice answers calls for your business, collects job details, checks your calendar, books and reschedules visits, transfers calls when your rules say so, sends confirmations and reminders, and shows everything in your dashboard. We may improve or change features over time. If we remove something important you pay for, we’ll tell you first.

3. Your responsibilities on calls and texts

You control how the agent talks to your customers, so you’re responsible for making sure it’s used lawfully. In particular, you agree to:

• Disclose the AI. Keep a greeting that tells callers they’re speaking with an automated receptionist. Our default greeting does this.
• Get recording consent. Recording is off by default. If you turn it on, give any notice and get any consent the law requires, including where all parties must agree.
• Text only about the business. Customers may text your business number to book, reschedule, or ask about the business, and you may text a booking confirmation after they agree on a call. Honor STOP requests. We handle STOP and HELP replies automatically. For help, the customer can reply HELP or email support@citigenvoice.com. These texts are about a visit with your business. They are not marketing. Message frequency depends on how many bookings and texts they make, and message and data rates may apply. Mobile information and messaging consent are not shared with third parties or affiliates for marketing or promotional purposes. See the Privacy Policy.
• Use reminder calls only for real bookings. Reminder calls go to customers about their own upcoming visit, only between 8 AM and 8 PM in your business’s timezone.
• Keep your settings accurate. Your hours, service area, services, prices, and emergency guidance are what the agent tells callers.
• Keep a backup plan. Have a way to handle urgent calls and scheduling if the service or a provider is unavailable.

4. Things you may not do

• Break any law, including calling, texting, recording, privacy, and consumer protection laws
• Make cold calls, robocalls, or send marketing texts to people who haven’t agreed to them
• Pretend to be a person, a different business, or use a false caller ID
• Collect health, financial account, or government ID numbers through calls or texts
• Harass, threaten, or deceive anyone
• Copy, resell, reverse engineer, or overload the service, or try to get around its limits or security

If we see a serious risk to people, the law, our carriers, or the service, we may pause the affected feature right away and will contact you as soon as we can.

6. AI answers can be wrong

The agent uses AI to understand callers and reply. Like any AI, it can mishear, misunderstand, or say something inaccurate. It doesn’t give professional, safety, legal, or medical advice, and anything it says about prices or availability comes from your settings. Review bookings and follow-ups in your dashboard, and correct anything that looks wrong.

7. Your data

• You own it. Your business information, call content, and caller details belong to you.
• We use it only to run the service. You let us store and process it to provide, secure, and support Citigen Voice for you, as described in our Privacy Policy.
• No AI training. We don’t use your calls, recordings, or transcripts to train AI models.
• Anonymous statistics. We may use combined statistics that don’t identify you or any caller, such as average call length, to keep the service reliable.
• Take it with you. You can export your records from the dashboard at any time.

8. Other services we rely on

The service depends on phone carriers, AI providers, calendars, email, hosting, and payment services. When you connect your own account, such as a Google Calendar, that provider’s terms also apply to you. We’re not responsible for outages or changes caused by services we don’t control, but we’ll work to keep you running.

9. Plans, billing, and cancellation

• Your plan, price, setup fee, and included usage are confirmed in writing before you’re billed.
• Plans renew each billing period until canceled. Usage beyond your plan and taxes are billed as shown.
• Cancel any time from the billing page. Service continues until the end of the period you’ve paid for.
• You can request a refund from your dashboard within the refund window shown there.
• If a payment fails, we’ll email you. If it isn’t fixed within 14 days, we may pause the service until it is.

10. Pausing or closing accounts

You can close your account at any time. We may suspend or close an account for unpaid fees, a serious or repeated breach of these terms, or a security or legal risk. Except in urgent cases, we’ll give notice and a chance to fix the problem. After an account closes, you have 30 days to export your records, and then we delete them as described in our Privacy Policy.

11. Changes to these terms

We’ll email account owners at least 30 days before an important change takes effect. If you don’t agree, you can cancel before then and we’ll refund any unused prepaid fees.

12. Warranties

We work hard to keep Citigen Voice available and accurate, but we provide it “as is” and “as available.” To the extent the law allows, we don’t promise that it will be uninterrupted, error free, or right for every purpose.

13. Limits on liability

To the extent the law allows, neither side is liable for indirect or consequential losses, such as lost profits, lost jobs, or lost data. Each side’s total liability under these terms is limited to the greater of $100 or the amount you paid us in the 12 months before the claim. These limits don’t apply to your payment obligations, a breach of Section 4, or claims covered by Section 14.

14. Protecting each other

You’ll cover us for claims caused by your calls, texts, recordings, settings, or breaking the law, including calling and texting laws. We’ll cover you for claims that the service itself infringes someone else’s intellectual property. The side asking for protection must tell the other promptly and let it handle the claim.

15. Health information

Citigen Voice is built for contractors. Don’t use it to collect or store health information unless we’ve signed a separate written agreement that allows it.

16. Resolving disputes

If there’s a problem, email legal@citigenvoice.com and we’ll try to solve it together within 30 days. If we can’t, the laws of the state where Citigen Solutions LLC is organized apply, and disputes will be handled by the state or federal courts there. Either side may use small claims court instead.

17. The fine print

These terms, together with any order or plan summary you accept, are the whole agreement between us. If one part can’t be enforced, the rest still applies. Not enforcing a right isn’t giving it up. You can’t transfer this agreement without our consent, but we may transfer it as part of a merger or sale. Neither side is responsible for delays caused by events outside its reasonable control.

18. Contact us

Citigen Voice is operated by Citigen Solutions LLC, Newark, Delaware. Email legal@citigenvoice.com for legal questions or support@citigenvoice.com for help with your account.