Terms of Service
Effective: 19 October 2026
1. Scope and Contracting Parties
1.1 Scope
These Terms of Service (hereinafter "Terms") govern the legal relationship between kraftscale GmbH, operator of rednea (hereinafter "we" or "us"), and customers (hereinafter "Customer" or "you") who use the rednea AI phone assistant service.
1.2 Provider
kraftscale GmbH
Aastrasse 8
8853 Lachen SZ
Switzerland
CHE-155.650.863
1.3 Customer
A Customer is any natural or legal person who registers for the rednea service. The service is intended exclusively for business users (B2B).
2. Service Description
2.1 Service
rednea provides an AI-powered phone assistant that answers and processes incoming phone calls on behalf of the Customer and, once enabled, makes outbound calls, including: automatic answering of incoming calls; AI-powered conversation based on the Customer's configured instructions; real-time speech recognition (speech-to-text) and speech synthesis (text-to-speech); creation of call transcriptions and summaries; forwarding of messages to the Customer; optional call forwarding to the Customer or other numbers; and, optionally and only once enabled by rednea, outbound calls on behalf of the Customer in accordance with Section 4.5.
Where these Terms refer to "callers", the provisions apply accordingly to persons whom the AI assistant calls on behalf of the Customer ("persons called").
2.2 Availability
rednea targets a service availability of 99.5% on a monthly average (excluding scheduled maintenance windows). Scheduled maintenance will be announced at least 48 hours in advance. We are not liable for outages caused by force majeure, disruptions at third-party providers, or actions by third parties beyond our control.
2.3 AI Limitations
The AI phone assistant is an aid and not a replacement for human employees. The Customer acknowledges that AI-generated responses may be factually incorrect or incomplete; that the service does not replace professional legal, medical, tax, or other expert advice; that callers and persons called must always have the option to speak with a real person or to end the call; and that the quality of the conversation depends on the Customer's configuration.
2.4 Included Call Minutes
Each plan includes a monthly allowance of call minutes. The full duration of a call on a rednea number counts toward the allowance, including the time after the call is forwarded to a number set by the Customer. Unused minutes expire at the end of each calendar month and do not carry over. Current usage is visible in the Customer dashboard.
3. Contract Formation
The contract is formed by the Customer's registration on rednea.ai and acceptance of these Terms. By registering, the Customer confirms that they are authorised to act on behalf of their company, where applicable.
4. Customer Obligations
4.1 Information
The Customer undertakes to provide truthful and complete information during registration and use of the service, and to keep it up to date.
4.2 Obligation to Inform Callers
The Customer, as the data controller, is responsible for informing their callers in an appropriate manner that calls may be answered by an AI phone assistant. rednea supports the Customer with templates and notices in the dashboard (Section 5.3). For outbound calls, rednea automatically adds an AI disclosure at the start of each call (Section 4.5 f), in line with Article 50 of the EU AI Act. The same applies to persons called in outbound calls (Section 4.5). The Customer informs them in advance in an appropriate manner, for example in the Customer's privacy notice; the disclosure at the start of the call does not replace this information.
4.3 Industry-Specific Regulations
Customers in regulated industries (e.g. healthcare, legal, financial) are responsible for ensuring that their use of rednea is compatible with their industry-specific regulations and professional secrecy obligations. We recommend that such Customers conduct a compliance review before using the service.
4.4 Permitted Use
The Customer undertakes not to misuse the service, in particular not for illegal purposes, spam, marketing calls without consent (Section 4.5), to deceive callers, or in any manner that violates the rights of third parties.
4.5 Outbound Calls
a) Principle. Outbound calls are permitted only if rednea has technically enabled this function for the Customer, and only in accordance with this section. Before the function is enabled, the Customer expressly confirms the current version of these Terms and of the DPA, in particular this section and Section 4.9, and declares for which purposes, with which contact data and on which legal basis the Customer wants to make calls. Without this, phone numbers provided by rednea may be used only for incoming calls. There is no entitlement to have the function enabled.
b) Roles of the parties. The Customer is the principal and the originator of each outbound call. The Customer alone decides who is called, when, for what purpose and with what content. rednea provides only the technical infrastructure, does not supply contact data, does not select the persons called, does not run campaigns for the Customer and does not check the legal basis of individual calls. Technical limits under letter i and notes in the dashboard or the help centre are not a check and not an assurance that a call is permitted.
c) Service calls. Calls without advertising content to the Customer's own contacts are permitted if they are directly connected with an existing contract, an agreed appointment or a request from the called person. These include in particular appointment reminders, confirmations and rescheduling, callbacks that the called person requested, and messages about the performance of a contract. If such a call also contains advertising, it is a marketing call.
d) Marketing calls. A marketing call is any call that wholly or partly promotes the sale of goods, works or services, including offers, reactivation and win-back of customers, and appointment setting for sales purposes. Marketing calls are permitted only with the called person's prior, explicit and documented consent to receive marketing calls from the Customer, including calls made by an automated system or AI assistant. The consent must meet the standard of the GDPR or UK GDPR. A prior enquiry or an existing relationship does not replace consent.
Consent can be withdrawn at any time. Cold calling is any marketing call that does not meet these conditions. The Customer acknowledges that calls made by an AI assistant can legally count as automated calls (for example under the EU ePrivacy rules and regulation 19 of the UK PECR).
e) Prohibited use. The following are prohibited in all cases:
- cold calling, and calls to contact data that was bought, rented, or collected from the internet or from directories;
- calls to persons who have refused further calls or withdrawn their consent;
- calls with a withheld or falsified number, or a number that the Customer is not entitled to use;
- calls that deceive the called person about the Customer's identity, the purpose of the call or the use of an AI assistant, and the removal or bypass of the disclosure under letter f;
- calls to emergency numbers, premium-rate numbers, or numbers generated at random or in sequence.
f) Duties for each outbound call. Each outbound call starts with a disclosure that names the Customer as the principal and says that an AI assistant is speaking. The Customer must not remove, shorten or bypass this disclosure; rednea may enforce it technically. The Customer also ensures that
- outbound calls are not recorded or transcribed unless all parties to the call have consented or local law expressly permits it; otherwise the Customer disables recording for outbound calls;
- for marketing calls, the call shows a valid number that the Customer is entitled to use and on which the Customer can be reached, and states the Customer's name and a contact address or freephone number;
- before each marketing call, the number is screened against the applicable opt-out registers (for example the TPS and CTPS in the United Kingdom) and the Customer's own do-not-call list;
- for marketing calls, the called person can say in the call, easily and free of charge, that they do not want more calls, and is told so;
- a request not to be called again, and each withdrawal of consent or objection, is obeyed immediately and without exception, stored permanently and applied to all future calls;
- marketing calls are made only Monday to Friday between 8:00 and 20:00 and on Saturday between 9:00 and 16:00, and not on Sundays or general public holidays; the time zone of the called number (country code) applies. Service calls are made at a time that is reasonable for the called person; a reminder shortly before the appointment is permitted. If the called person expressly asked for a different time, that time applies;
- the law that applies at the called person's location is obeyed, including stricter consent, documentation and opt-out-register duties, together with the applicable data protection rules.
g) Proof. For each number called, the Customer documents the legal basis (contract, appointment, request or consent, each with date, source and wording). The Customer keeps this proof for as long as claims or proceedings about the call are possible, but for at least three years after the last call, and longer where the law at the called person's location requires it. The Customer provides the proof to rednea within five working days on request.
h) Warranty. With each outbound call, the Customer warrants that the conditions of this section are met.
i) Technical limits. rednea may technically restrict outbound calls at any time, in particular through volume and time limits, block lists, restrictions on destination countries and numbers, and notices that cannot be switched off. rednea may block, for the outbound calls of all customers, the numbers of persons who complain about calls to rednea or to a telecommunications provider. Such measures are not a check of whether individual calls are permitted and do not release the Customer from the Customer's duties.
4.6 Responsibility for AI Content
The Customer is responsible for all content generated, distributed, or processed through their configuration of the AI assistant, including the instructions, business information, and response templates they provide. The Customer must ensure such content does not infringe the rights of third parties and is not false or misleading.
4.7 Handling of Sensitive Data
The Customer acknowledges that callers may disclose sensitive information during conversations (e.g. health data, financial data, access credentials) and is obligated to implement appropriate safeguards for security-relevant processes and to inform their callers accordingly.
4.8 Access Credentials
The Customer is responsible for the secure storage of their access credentials and is liable for all actions taken using them.
4.9 Indemnity
The Customer indemnifies rednea and its officers, employees and auxiliary persons, on first demand, against all third-party claims and against all damages and costs that arise because the Customer breaches Sections 4.2 to 4.7 or originates outbound calls. These include in particular claims for damages and for compensation for non-material harm by persons called, reasonable legal, procedural and court costs, the effort of taking part in proceedings before authorities, and fees, contractual penalties and other costs that telecommunications providers or other suppliers charge to rednea because of such calls, including the cost of replacing blocked or revoked phone numbers.
The Customer bears administrative sanctions imposed on rednea to the extent that the law permits this. Penalties and fines imposed on rednea for its own fault are not covered by this indemnity.
The indemnity does not apply to the extent that the damage was caused by intent or gross negligence on the part of rednea. rednea informs the Customer without delay of such claims and proceedings and coordinates the defence with the Customer. The Customer supports rednea in the defence and provides the necessary information and proof. The limitations of liability in Section 9 apply only in favour of rednea and do not limit this indemnity.
5. Our Obligations
5.1 Service Delivery
We undertake to provide the service with due care and in accordance with the current state of technology.
5.2 Data Protection
We process personal data in accordance with our Privacy Policy and Data Processing Agreement, in compliance with the EU GDPR and the UK GDPR.
5.3 AI Disclosure
The Customer configures the greeting and is responsible for informing callers that an AI assistant is in use — as deployer under Art. 50 of the EU AI Act. We support this: the supplied templates contain the disclosure, the dashboard points it out during configuration, and our help centre documents the requirement.
5.4 Human Escalation
We ensure that the AI assistant enables a transfer to the Customer or their employees upon the request of the caller or the person called, or ends the call.
5.5 Sub-processors
We use sub-processors to deliver the service (e.g. speech processing, hosting, AI models). The current list is published at rednea.ai/subprocessors. We will inform the Customer of planned changes by email at least 30 days in advance. The Customer may object in writing within 30 days; in the event of an unresolvable objection, the Customer may terminate the contract without notice.
6. Usage Restrictions
We reserve the right to suspend or restrict access to the service if the Customer violates these Terms, the service is used abusively, the usage poses a risk to the operation of the service, or the Customer is in default of payment. Where possible, we will inform the Customer before any suspension and provide a reasonable period to remedy the issue.
We may block outbound calls immediately and without prior notice if there is a reasonable suspicion of unlawful outbound calls, if persons called make complaints that point to unlawful calls, or if authorities or telecommunications providers make enquiries or issue orders. We may suspend all access if blocking outbound calls is not sufficient. We will inform the Customer afterwards as quickly as possible and will lift the block without delay if the suspicion proves unfounded. For a justified block there is no entitlement to a refund or to damages; Section 9 applies in all other respects. We may give information to authorities and telecommunications providers to the extent that the law requires it or that it is necessary to defend claims against us; Section 12 does not prevent this.
7. Prices and Payment
7.1 Prices
Current prices are published at rednea.ai. Prices are in euros (EUR) unless stated otherwise and exclude any applicable value-added tax (VAT).
7.2 Billing
Billing occurs monthly in advance. Payment is due within 14 days of the invoice date.
7.3 Price Adjustments
We may adjust prices once per year, communicated by email at least 30 days in advance. In the event of objection, the Customer may terminate the contract effective on the date the new prices take effect.
8. Refunds
8.1 No Refunds
We do not offer a money-back guarantee. Fees already paid are not refunded, including on a pro-rata basis for the current billing period in the event of ordinary termination.
8.2 Flexible Contract Terms
Instead of refunds, we offer maximum contract flexibility: there is no minimum term, the service is billed monthly, and the contract may be terminated in the ordinary course at any time in accordance with Section 11. You are never committed for longer than one billing month.
9. Limitation of Liability
9.1 Scope
We are liable only for damages caused by intentional or grossly negligent conduct. Liability for slight negligence is excluded to the extent permitted by law. Nothing in these Terms limits liability that cannot be limited under mandatory applicable law.
9.2 Liability Cap
Our total liability is limited to the amount paid by the Customer to us in the 12 months preceding the event giving rise to the claim.
9.3 Excluded Damages
To the extent permitted by law, we are not liable for indirect or consequential damages, lost profits, or data loss; for damages arising from AI-generated responses; for damages caused by the Customer's incorrect configuration; for damages arising from outbound calls originated by the Customer; or for damages caused by disruptions at third-party providers.
10. Warranty Disclaimer
The AI phone assistant is provided "as is". We make no warranties regarding the accuracy or completeness of AI-generated responses, uninterrupted availability, or fitness for a particular purpose.
The service does not replace professional legal, medical, tax, or other expert advice.
11. Term and Termination
11.1 Term
The contract is concluded for an indefinite period. There is no minimum term.
11.2 Ordinary Termination
Either party may terminate the contract at any time with 30 days' notice to the end of a calendar month, by email to info@rednea.ai.
11.3 Extraordinary Termination
Either party may terminate for cause without notice, in particular in the event of a material breach not remedied within 14 days of written notice, or the other party's insolvency. A material breach of Section 4.5 by the Customer entitles us to terminate without notice and without a prior warning.
11.4 Consequences of Termination
After termination, the Customer's data will be deleted within 30 days in accordance with the DPA, unless statutory retention obligations apply. The Customer may request a data export before deletion.
12. Data Protection and Confidentiality
The processing of personal data is governed by our Privacy Policy and the Data Processing Agreement. Both parties undertake to treat the other party's confidential information as confidential and not to disclose it to unauthorised third parties.
13. Changes to the Terms
We may amend these Terms, communicated by email at least 30 days before they take effect. If the Customer does not object within 30 days of notification, the amended Terms are deemed accepted. In the event of objection, the Customer may terminate the contract without notice.
For functions that we enable only on request (for example outbound calls under Section 4.5), the version of these Terms that the Customer confirmed when the function was enabled applies from that moment.
14. Severability
If any provision of these Terms is or becomes invalid or unenforceable, the validity of the remaining provisions is not affected. The invalid provision shall be replaced by a valid provision that most closely reflects its economic purpose.
15. Governing Law and Jurisdiction
These Terms are governed by Swiss law, excluding its conflict-of-laws provisions and the United Nations Convention on Contracts for the International Sale of Goods (CISG). The exclusive place of jurisdiction is Lachen SZ, Switzerland. Mandatory statutory jurisdictions — including, for consumers where applicable, the courts of their place of residence — remain reserved.
kraftscale GmbH (details in the Legal Notice)