Terms of Service

The agreement

Helionia is an AI receptionist service operated by Lexonica Inc. (“Helionia”, “we”, “us”). These terms apply to your use of the service, including this website and the customer application at app.helionia.com.

By using Helionia you agree to these terms. If you are accepting them for a business, you confirm you have authority to bind it, and “you” means that business.

Helionia is offered for business and commercial use only, and not for personal, family or household purposes.

The service

Helionia answers your business calls and carries out the call handling you configure. Depending on your setup, that can include:

• answering inbound calls around the clock
• taking messages, and producing transcripts and summaries
• answering routine questions about your business
• booking appointments, where a supported scheduling integration is connected
• transferring or escalating calls to your team
• making outbound calls, such as follow-ups, appointment reminders and lead qualification
• sending and replying to text messages, where messaging is enabled for your account

Calls handled through Helionia may be recorded, and may be transcribed and summarised as part of providing the service.

What the receptionist says and does depends on the information and rules you give us. That configuration remains your responsibility.

Accounts

Helionia accounts are created and configured by us. There is no public self-registration: you request a trial, we set the account up, and we invite you to the customer application. You are responsible for keeping your sign-in details confidential and for what happens under your account.

Your trial

New accounts include a five-day free trial, beginning when we activate the service. When your trial starts we will tell you the date it ends, and collect the payment method to be used. Unless you cancel before the trial ends, your paid Business subscription begins automatically and the monthly fee is charged to that payment method. If you cancel before the trial ends, no subscription fee is charged.

Fees and usage

• The Business plan is CA$299 per month, in Canadian dollars, billed monthly in advance and exclusive of applicable taxes.
• Each monthly billing cycle includes 500 billable minutes. Calls you receive and calls Helionia makes on your behalf both count towards that allowance.
• Talk time is measured in seconds, from the moment a call is answered until it disconnects, and totalled across the billing cycle. Individual calls are not rounded up to whole minutes.
• Usage beyond the included allowance is CA$0.45 per billable minute.
• Overage is calculated after the billing cycle closes, and is either charged separately or added to your next invoice. By continuing to use the service beyond the included allowance, you authorise us to charge the applicable usage fees to the payment method on your account.
• If a payment fails we may retry it, and we may suspend the service until the balance is settled.
• Payments are handled by our payment processor. We do not store your full card details.

We may change our prices. If we do, we will give you at least 30 days' notice before the change applies to your account, and you may cancel before it takes effect.

What we ask of you

You agree to use Helionia lawfully, and not to use it to:

• place or assist calls that are unlawful, deceptive, harassing or misleading
• impersonate another person or organisation
• probe, overload or work around the security or usage limits of the service

You are responsible for giving callers any notice, and obtaining any consent, that applicable law requires for the recording, transcription, monitoring or other processing of calls carried out through your account. You are also responsible for the accuracy of the business information you configure, and for the conduct of anyone you allow to use your account.

Helionia is not a line for emergencies. It must not be relied on to reach emergency services, and it is not a substitute for a telephone that can call 911.

Outbound calling

Where you use Helionia to make outbound calls, you are the caller. You confirm that you have a lawful basis for contacting the people on any list you give us, and any consent the law requires.

If you use Helionia for telemarketing or solicitation, you are responsible for complying with all applicable telemarketing rules, including any registration or subscription requirements, National Do Not Call List and internal do-not-call obligations, permitted calling hours, caller identification requirements, record-keeping obligations, and any prior express consent required for automated or synthesised calls.

You must maintain and honour suppression and do-not-contact requests, and give them to us where we need them in order to run the service on your behalf. You must not use outbound calling for a purpose we have not agreed, and we may decline or stop an outbound calling job where we believe it breaches these terms or the law.

Text and email messages

Where you use Helionia to send commercial text or email messages, you are responsible for complying with Canada's anti-spam legislation and other applicable electronic messaging laws, including their requirements on consent, identifying the sender, and providing a working unsubscribe mechanism.

Phone numbers

A business number that you already own or control stays under your control when you forward calls to Helionia. Any telephone number assigned by us or by one of our telecommunications providers is subject to the applicable carrier's rules. We do not guarantee that an assigned number can be transferred or retained after your account ends, although we will reasonably assist with portability where the applicable provider permits it.

Your content and data

As between you and us, you retain your rights in the business information, instructions and other content you provide to Helionia. You authorise us and the service providers we use to host, transmit, process and otherwise use that content, together with the call data generated through the service, only as reasonably necessary to provide, secure, support and improve the service and to comply with law, as further described in our Privacy Policy.

You are responsible for having the rights and lawful authority necessary for the personal information and other content you give us, or instruct us to process.

Helionia and our technology

Helionia, this website, the customer application, the software, branding, documentation and related technology are owned by Lexonica Inc. or its licensors. While your account is active, we grant you a limited, non-exclusive, non-transferable right to use the service for your internal business purposes in accordance with these terms.

Except where applicable law permits otherwise, you may not copy, reverse engineer, resell, sublicense, or attempt to derive the underlying technology from the service.

What the service does not promise

Helionia uses AI to hold conversations, and that is probabilistic: the receptionist can mishear, misunderstand, or answer a question imperfectly. We do not guarantee any particular call outcome, booking rate, conversion or revenue result, and nothing said on a call is professional advice from us. Review messages and summaries where the detail matters.

We aim to keep the service continuously available, but we do not promise uninterrupted or error-free operation. We carry out maintenance, and features may change. Where a change would materially reduce what the service does, we will tell you beforehand where we reasonably can.

Integrations

Calendars, scheduling tools, CRM and other business systems are operated by the companies that provide them, under their own terms. We are not responsible for those services, and an integration may change or stop working for reasons outside our control.

Support

We provide support for your Helionia account. Reach us at support@helionia.com.

Cancelling and suspension

There is no long-term commitment. You may cancel at any time; cancellation takes effect at the end of the current billing cycle, and we do not refund part months.

Before cancellation takes effect, you may request an export of the available call history where the service supports export. After termination, account and call data may be deleted in accordance with our Privacy Policy and any applicable retention requirements.

We may suspend or close an account for non-payment, or for a breach of these terms that is serious or is not put right after we ask. We may also suspend the service immediately where that is reasonably necessary to prevent fraud or unlawful communications, to respond to a security incident, to stop harm to the service or its other users, or to comply with a telecommunications provider, a regulator or applicable law.

Liability

The service is provided “as is”, and to the fullest extent the law allows we exclude implied warranties.

To the fullest extent the law allows, we are not liable for indirect, incidental or consequential loss, or for lost profits, revenue, goodwill or business opportunity. Our aggregate liability arising out of or relating to the service will not exceed the fees you paid us during the three months immediately preceding the event giving rise to the claim.

Nothing in these terms limits liability that cannot be limited by law, including under applicable consumer protection legislation.

Indemnity

You will indemnify us against third-party claims, losses and reasonable costs arising from your instructions, content or contact lists; your outbound calls or messages; your failure to obtain a required consent or to comply with telemarketing, messaging or call-recording law; or your material breach of these terms.

Changes to these terms

We may update these terms as the service develops. We will change the date at the top of this page and, where a change is material, tell active customers in advance. Continuing to use Helionia after a change takes effect means you accept it.

General

• Entire agreement. These terms, our Privacy Policy and the plan details we confirm to you form the whole agreement between us about the service.
• Severability. If any provision is held invalid or unenforceable, the rest of these terms stay in force.
• No waiver. If we do not enforce a right straight away, we have not given it up.
• Assignment. You may not assign these terms without our written consent. We may assign them as part of a merger, reorganisation or sale of the business.
• Events outside our control. Neither of us is liable for a failure to perform caused by events beyond reasonable control, including telecommunications and network failures, outages at hosting or voice providers, natural events, industrial action and government action. This does not excuse an obligation to pay.
• Notices. Formal notices to us, including cancellation, go to support@helionia.com. We give notices to the contact details on your account.

Governing law

These terms are governed by the laws of the Province of New Brunswick and the federal laws of Canada applicable there. Subject to any mandatory law that cannot be excluded, the courts of New Brunswick have jurisdiction over disputes arising from these terms or the service.

Contact

Lexonica Inc.
support@helionia.com