Phone Booking AI Terms

Version 1.4 Last updated 26th February 2026

These terms (“Phone Booking AI Terms“) are an agreement between OnceHub Inc and you (the “Customer”), which govern your use of the phone booking (“PB”) Feature available through the OnceHub Service 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.

By using the PB Feature Customer acknowledges that it has read, understood, and agreed to be bound by these PB Terms. You represent and warrant that you have the full legal authority to enter into these PB Terms and if Customer is acting on behalf of an organisation or company, it has the legal authority to bind such organisation or company to these PB Terms.

Capitalised terms not defined herein shall have the meanings assigned to such terms in the MSA.  In the event of any conflict between certain provisions of the PB Terms and the provisions of the MSA, the provisions of the PBTerms shall prevail over the conflicting provisions of the MSA solely with respect to the PB Feature.


We reserve the right to update these PBTerms from time to time.

  1. OPT-IN FEATURE 
    1. The PB Feature uses AI, and as such, it is 'off' or deactivated by default. To use the PB Feature, the Customer must selectively activate it or turn it ‘on’. 
  2. AI Technology Partners
    1. The AI Features are provided using artificial intelligence, voice processing, and communication technologies operated by OnceHub and its authorized third-party service providers (“AI Technology Partners”). These currently include:
      1. Microsoft Azure OpenAI (for large language model processing)
      2. Deepgram (for speech recognition and transcription services)
      3. LiveKit (for real-time audio transport and communications infrastructure)
    2. AI Technology Partners may process audio, voice, and text data to enable 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 utilizes enterprise-grade providers that do not use Customer Data to train their foundational models.
    3. 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 change, Customer’s sole remedy is to discontinue use of the affected AI Feature.
    4. 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.
  3. Licence
    1. OnceHub hereby grants the Customer a limited, revocable, non-exclusive, non-transferable, and non-sublicensable licence to use the PB Feature. 
    2. The Customer understands and acknowledges that use of the PB Feature is not mandatory or activated by default.  OnceHub Services may be used without using the PB Feature.
    3. OnceHub reserves the right to charge fees for the use of the PB Feature, at any time, upon providing prior notice.  If you do not agree to such fees, or any of these terms, your sole remedy is to cease your use of the PB Feature.
    4. OnceHub reserves the right to discontinue the PB Feature and you acknowledge and agree that you have no recourse against OnceHub should such action be taken.
  4. Content
    1. The output generated and returned by the PB Feature (“Output”) is based on the metadata processed on and through the Services (“Input”), the Input and Output shall collectively be referred herein as “Content”.
    2. You are responsible for any Input, as well as the Output you generate.  Any use of the Output is at your sole risk, under the terms set forth herein and the terms of the specific Technology Partner who provided the services with respect to an Output.
    3. Any Input to the PB 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 your sex life or sexual orientation); or 
      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 such as credit card data.OnceHub does not guarantee accuracy of any Output generated by the AI Features. Given the probabilistic nature of machine learning and AI, Customer acknowledges that the Output may be inaccurate or offensive or may infringe third parties’ intellectual property rights.  You acknowledge that OnceHub has not verified the accuracy of the Output and it does not represent OnceHub’s views.
    4. OnceHub does not guarantee accuracy of any Output generated by the PB Feature. Given the probabilistic nature of machine learning and AI, Customer acknowledges that the Output may be inaccurate or offensive.  You acknowledge that OnceHub has not verified the accuracy of the Output and it does not represent OnceHub’s views.
    5. Customer is solely responsible for ensuring that you:
      1. Comply at all times with these Terms;
      2. Do not violate any applicable law or other applicable terms and conditions; and
      3. Do not infringe, violate, or misappropriate any of our rights or the rights of any third party, including intellectual property rights.
    6. The PB Feature's AI is pre-configured and designed to keep conversations bound to the scheduling and message-taking use cases only. The Customer cannot alter its conversational instructions or knowledge base. OnceHub endeavors to maintain and adhere to reasonable, industry-standard policies and procedures relating to the ethical or responsible use of AI Technologies within the PB Feature, 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 training data or in the algorithmic model used in the PB Feature, including implicit racial, gender, or ideological bias; (c) management oversight and approval of the development or implementation of AI Technologies; and (d) minimizing the occurrence and/or prevalence of AI hallucinations.
    7. Upon reasonable request, OnceHub shall make available to Customer appropriate documentation explaining: (1) basic information about the AI Technology used in the PB Feature (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).
    8.  Recording and Transcription:
      1. Customer Responsibility for Consent: The Customer is solely responsible for ensuring it obtains all necessary notices and consents required under applicable law from all parties to a recorded call before enabling or using the Phone Booking (“PB”) Feature. OnceHub provides a default welcome message that informs callers that the call will be recorded. The Customer may modify or replace this message. Customer acknowledges that it remains responsible for ensuring that any configured message complies with applicable recording and consent laws in the jurisdictions in which it operates.
      2. Recording and Transcription Functionality: Calls conducted using the PB 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 in compliance with applicable laws.
      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.
        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 PB Feature or comply with legal obligations.
      7. Governing Terms: The PB Feature, including all recordings and transcripts processed in connection with it, remains subject to the applicable restrictions and obligations set forth in these Terms and the Master Services Agreement.
  5. Assumption of Risk
    1. Customer understands and acknowledges that the PB Feature is a developing technology. OnceHub disclaims all liability resulting from Customer’s use of the PB Feature, and makes no representation or warranty, express or implied, concerning the extent to which Customer’s use of the PB Feature is appropriate, permissible, lawful, accurate, correct, or otherwise suitable for the Customer or its intended use. By using the PB Feature, Customer assumes any and all risks of any nature.
  6. Restrictions
    1. In addition to the matters listed in OnceHub’s Acceptable Use Policy and the Azure OpenAI Service Code of Conduct https://learn.microsoft.com/en-us/legal/cognitive-services/openai/code-of-conduct, it is prohibited to use the PB Feature to:
      1. Mislead anyone that the content generated by AI Features is human generated;
      2. Use the AI Features to generate content that expresses or promotes hate, harassment, or violence, exploits or harms children, encourages self-harm, presents illegal, sexual, political, harmful, false, deceiving or misleading information, misuses personal data, contains or generates malware, spam, ransomware, keyloggers, viruses or other software, for activities which have a high risk of economic harm, or for adult content, adult industries, and dating apps;
      3. Provide health, legal or financial advice;
      4. Engage in political campaigning or lobbying;
      5. Generate contracts or legally binding obligations; 
      6. Implement fully-automated decision making;
      7. Use the AI Features in a way that infringes, misappropriates, or violates 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);
    2. OnceHub and Technology Partner reserve the right to analyse Customer’s use of the PB Feature for the purposes of abuse monitoring  https://learn.microsoft.com/en-us/azure/ai-services/openai/concepts/abuse-monitoring.
    3. We may suspend or terminate the Services or your use of the PB Feature if we find that you are using it in breach of these terms, or if we are investigating suspected misconduct.
  7. Disclaimer
    1. IN ADDITION TO ANY DISCLAIMERS SET FORTH IN THE AGREEMENT, THE AI FEATURES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. ONCEHUB AND THE APPLICABLE AI TECHNOLOGY PARTNER 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, RELIABILITY OF AI CONTENT OR OF ANY INFORMATION PROVIDED THROUGH THE AI FEATURES.
    2. ONCEHUB WILL HAVE NO LIABILITY OR RESPONSIBILITY ARISING IN ANY WAY FROM THE USE OF THE AI FEATURES OR ANY ERRORS OR OMISSIONS CONTAINED IN THE AI CONTENT. NEITHER ONCEHUB NOR ANY OF ITS AFFILIATES OR LICENSORS WILL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, OR DATA OR OTHER LOSSES, EVEN IF ONCEHUB HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE LIMITATIONS IN THIS SECTION APPLY ONLY TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.
  8. PB Feature usage limit
    1. The right to access and use the PB Feature may be terminated upon you reaching the usage limit, which may change from time to time subject to our sole discretion.
  9. Feedback
    1. You may provide your feedback regarding the PB Feature (“Feedback”) through our Support Center. The Feedback can include feedback on the performance, features that may be missing, and any bugs encountered during the use of the PB Feature.  Any Feedback provided grants OnceHub a perpetual, irrevocable, non-exclusive, worldwide, fully paid, sub-licensable, assignable license to incorporate into the Services or otherwise use any Feedback received from the Customer 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.