Terms of service
NordTell is provided by Interactive Made ApS, CVR 41133902, Denmark (hello@nordtell.com). These terms apply when you create an account and use the NordTell platform. Plain words again; the short version is: be honest with callers, pay for the minutes you use, and we will keep the service running and your data where it belongs.
For businesses
NordTell is a service for businesses: companies, organisations and sole traders who use it in their work. When you sign up, you confirm that you are signing up for a business and that you may accept these terms on its behalf. If you are a private person and not acting for a business, please don't sign up.
Your account
You are responsible for what happens under your account and for keeping its password and two-factor codes to yourself. You may invite team members and, on white-label packages, clients; you are responsible for them within your workspaces.
Your agents and your callers
- Your agents must identify themselves as AI assistants. The templates do this by default; do not remove it where the law requires it.
- Recording calls may require consent where you or your callers are. The platform gives you the switch; you are responsible for using it correctly.
- Outbound calling must respect do-not-call rules, calling hours and consent requirements in the countries you call. The blacklist and calling windows are tools for this, not a guarantee.
- Clone only a voice you have the right to use, with the permission of the person it belongs to.
- No harassment, fraud, impersonation of real people or organisations, or use that breaks the law where you or your callers are.
Your data
The Data Processing Agreement is part of these terms. It covers the personal data your agents handle for you: what we do with it, how we protect it, and when we delete it.
Your data is stored in the EU: our servers and database are in Frankfurt, Germany, and our backups in Amsterdam, the Netherlands. To run a call, the AI and phone services you choose process its audio and text, and some of them do that outside the EU, mainly in the USA, under the EU-US Data Privacy Framework or the EU Standard Contractual Clauses. Our sub-processor page lists every one of them.
Minutes and billing
- Prices and VAT. Prices are shown in the platform in your currency, without VAT. VAT is added on top when you pay, where it applies: our payment provider Stripe works it out from your billing address and VAT number. A business in an EU country other than Denmark that gives a valid VAT number pays under the reverse-charge rules. Every payment comes with a VAT invoice, and you find all invoices under Billing → Billing history.
- Packages. A package is paid monthly or yearly in advance and includes minutes for its period: a monthly package a month's minutes, a yearly package twelve months' minutes at the start of its year. Calls use the included minutes first, and included minutes you haven't used by the end of the period expire. You can change your package from Billing: an upgrade applies at once, and you pay the difference for the rest of the period; a downgrade applies from your next renewal.
- Bought minutes. Minutes you buy cost your package's extra-minute price, or the standard price if you have no package, and they never expire.
- What uses minutes. A minute of talk normally uses one minute of your balance, counted in tenths of a minute and rounded up. An agent with an unusually expensive setup, such as a very long prompt or a premium voice, uses minutes faster; its editor shows the rate before you place a call. Browser calls, test chats and the AI Butler use minutes too, and so do the rent of a number rented through NordTell and text messages sent through our phone provider.
- Auto top-up. It is off until you switch it on under Billing. When it is on and your minutes fall to the level you set, we charge your saved card or Link for the number of minutes you chose, at your extra-minute price plus VAT, at most once an hour. If a charge fails, we e-mail the account owner. After three failed charges in a row, auto top-up switches itself off, and we tell you.
- When your minutes run out. Your agents stop answering and placing calls until you add minutes: a caller hears a short message before the call ends, and campaigns wait. Less than half a minute of talk left counts as none, and a call can't run longer than your minutes allow. We e-mail the account owner once when it happens.
- Refunds and chargebacks. If a payment is refunded, or taken back through your bank (a chargeback), the minutes it paid for are removed. If you had already used them, your balance goes below zero and Billing shows how many minutes you owe; your next purchase or renewal pays that back first. A chargeback also switches auto top-up off.
- Failed payments. If a payment for your package fails, the new period's minutes are added only once it is paid; Stripe may try your card again. Minutes you bought stay yours.
Refunds and cancelling
- Minutes you bought and haven't used can be refunded if you ask within 14 days of buying them: write to hello@nordtell.com. The money goes back the way you paid, and those minutes are removed from your balance.
- You can cancel your package at any time from Billing, in Stripe's billing portal. It then runs to the end of the period you have paid for and does not renew; the current period is not refunded. Minutes you bought stay yours; the included ones end with the package.
- Apart from this, payments are not refunded, unless the law requires it.
Phone numbers and carriers
Numbers bought inside NordTell are provided through our carrier partners at the price shown before purchase. Their monthly rent is taken from your minutes; if a month's rent can't be paid, the number is paused until it is. Numbers you bring from your own provider remain under your contract with that provider. Carrier fees for calls are included in the minute price unless stated otherwise in the platform.
AI models
The platform lets you choose external AI models. Their output can be wrong. Do not use agents for advice or decisions where an error could harm someone without a human check, and keep the safety nets on.
Our responsibilities
We run the service with care, store your data in the EU, protect it as described in the privacy policy and the Data Processing Agreement, and tell you about incidents that affect you. We may change features and prices; price changes for an existing package apply from your next billing period, with notice.
Limits
The service is provided as is. We are not liable for lost profits or indirect damage, and our total liability is limited to what you paid us in the twelve months before the claim, except where the law does not allow such a limit.
Ending
You can delete your account at any time from Settings; the Data Processing Agreement says what happens to your data then. We may suspend accounts that break these terms, after contacting you where that is reasonable.
Law and language
Danish law applies, and disputes go to the courts of Denmark, unless mandatory consumer law says otherwise. These terms are written in English. The Danish, Swedish and Norwegian versions are translations for your convenience; if a translation differs from the English version, the English version applies.