Terms of Service

These Terms of Service ("Terms") form a binding agreement between Synth AI Labs Inc. ("Synth AI Labs," "we," "us," or "our") and the customer that signs an Order Form or otherwise accepts these Terms ("Customer," "you," or "your").

Our flagship product—Infer Voice Engagement Platform—is an enterprise‑grade cloud service that deploys fully managed AI phone agents to automate and optimise every stage of the insurance call lifecycle. These Terms are crafted for insurance agencies, carriers, MGAs, and other regulated insurance entities and incorporate regulatory language familiar to procurement, compliance, and legal teams in the insurance sector.

1 Definitions

2 Eligibility & Accounts

Insurance Entity Authorisation. You represent that you are duly licensed (where required) to sell, broker, adjust, or administer insurance in the states or territories where you deploy the Service.

Age & Authority. You are at least 18 and have authority to bind the organisation listed on the Order Form.

Credential Security. You are responsible for safeguarding User credentials and all activity under your Account. Notify us immediately of unauthorised use.

3 Grant of Rights & Acceptable Use

Licence Grant. Subject to timely payment of Fees and compliance with these Terms, Synth AI Labs grants Customer a non‑exclusive, non‑transferable, revocable right to access and use the Service during the Subscription Period solely for insurance‑related business purposes.

Regulated Use. Customer must configure and operate AI Agents in compliance with Applicable Insurance Laws, including—but not limited to—licensing, state appointment, rate‑and‑form filing obligations, unfair trade practices, and mandatory call disclosures.

Restrictions. Customer shall not:

• resell or white‑label the Service without a separate reseller agreement;
• reverse‑engineer or decompile the Service;
• use the Service for competitive benchmarking or to build a competing product;
• exceed the usage limits or concurrency caps stated in the Order Form;
• place unsolicited outbound calls that violate the Telephone Consumer Protection Act (TCPA) or state mini‑TCPA statutes;
• upload malware, infringing content, or personal data that Customer is not authorised to process;
• circumvent security or usage throttles.

No High‑Risk Activity. The Service is not designed for emergency or critical life‑safety communications.

4 Regulatory & Compliance Commitments

Privacy & Security Framework. The Service is SOC 2 Type I attested and aligned with ISO 27001 controls (certification in progress). We encrypt data in transit (TLS 1.2+) and at rest (AES‑256).

NAIC Model #668 Alignment. Synth AI Labs maintains a written information‑security program, conducts annual risk assessments, and will provide 72‑hour breach notice as required by adopting states.

NYDFS 23 NYCRR 500 Alignment. For customers licensed in New York, we shall: (i) designate a CISO, (ii) maintain a cybersecurity program, and (iii) file NYDFS incident notices on Customer's behalf when Customer authorises us in writing.

TCPA & Contact Consent. Customer is solely responsible for obtaining prior express consent (or, where applicable, prior express written consent) before placing AI Agent outbound calls or texts.

Recording & Disclosure. Where call recording is enabled, Customer must provide legally required one‑party or two‑party consent disclosures. Synth AI Labs offers a configurable "This call may be recorded for quality and training" prompt.

Audit Rights. Once per calendar year, Customer (or its regulator) may remotely review our most recent SOC report, SIG questionnaire, and penetration‑test executive summary. On‑site audits require 30 days' notice and are limited to four hours unless otherwise agreed.

Insurance Programme Coverage. Synth AI Labs maintains Cyber Liability and Technology E&O coverage not less than USD 5 million aggregate. Proof of coverage is available upon request under NDA.

5 Data Governance

Ownership. Customer retains all rights in Customer Content.

Use & Processing. We process Customer Content only to provide, secure, and support the Service, consistent with the Data Processing Addendum ("DPA").

No Model Training. We will not use Customer Content to develop, train, or improve any machine‑learning model without Customer's prior written consent.

Data Deletion. Within 30 days of contract termination or a verified deletion request, we will crypto‑erase Customer Content and issue written confirmation.

Disaster Recovery. We target an RPO ≤ 1 hour and RTO ≤ 4 hours. DR plans are tested annually.

6 Support & Service Levels

Technical Support. Included at no extra cost: direct Slack & email access to product engineering, same‑day replies 7 a.m.–12 a.m. ET, and weekly optimisation calls.

Uptime. We commit to 99.5 % monthly uptime, excluding scheduled maintenance (7‑day advance notice) and force‑majeure events. SLA credits are outlined in the Order Form.

Incident Notification. We will notify Customer within 24 hours of confirming a data breach or Severity‑1 outage, followed by hourly updates until resolution and a root‑cause report within 30 days.

7 Fees, Invoicing & Taxes

Fees & Metered Usage. Call minutes, SMS/email messages, and overages are billed monthly in arrears at the rates on the Order Form. Subscription fees are billed monthly in advance.

Payment Terms. Invoices are net‑7. Past‑due balances > 30 days may result in suspension and 1.5 % monthly late fees.

Fee Increases. We may increase per‑unit pricing by up to 5 % at each renewal by giving 30 days' written notice.

Taxes. Fees exclude applicable sales or use taxes. Customer is responsible for remitting such taxes unless an exemption applies.

8 Term, Renewal & Termination

Subscription Term. Begins on the Order Date and lasts for the period stated on the Order Form. Subscriptions renew automatically for successive terms unless either party gives 30 days' non‑renewal notice.

Termination for Cause. Either party may terminate if the other materially breaches these Terms and fails to cure within 30 days' written notice. Non‑payment is a material breach.

Effect of Termination. Upon termination (i) all licences end; (ii) Customer must cease using the Service; (iii) outstanding Fees become immediately due; (iv) data deletion will occur per §5.4.

Refunds. If Customer terminates due to our uncured material breach, we will refund prepaid, unused Subscription Fees on a prorated basis.

9 Confidentiality

Each party agrees to protect the other's non‑public information with the same care it uses for its own (not less than reasonable care) and to use it only to fulfil this Agreement. Disclosure is permitted to employees, agents, or regulators under similar confidentiality obligations.

10 Warranties & Disclaimers

Mutual Authority. Each party warrants it has the power to enter into these Terms and will comply with Applicable Laws.

Performance Warranty. We warrant that the Service will materially conform to the Documentation. If the warranty is breached and reported within 45 days, our sole obligation is to re‑perform the Service or, if unable, refund prepaid fees for the deficient portion.

AS‑IS Beta Features. Any beta or pre‑release functionality is provided as is without warranty.

General Disclaimer. Except as set forth above, the Service is provided as is and we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non‑infringement.

11 Limitation of Liability

Cap. Except for Excluded Claims (below), each party's aggregate liability will not exceed 5× the Fees paid or payable in the 12 months preceding the claim.

Excluded Claims. The cap does not apply to (i) unauthorised use or disclosure of Confidential Information; (ii) indemnification obligations; (iii) gross negligence or wilful misconduct.

Waiver of Indirect Damages. Neither party will be liable for consequential, incidental, or punitive damages.

12 Indemnification

By Synth AI Labs. We will defend and indemnify Customer against third‑party claims that the Service, when used as permitted, infringes an intellectual‑property right, subject to customary exclusions (combination, customer modifications, unsupported version).

By Customer. Customer will defend and indemnify us against third‑party claims arising from Customer Content or violation of Applicable Insurance Laws.

Procedure. The indemnified party must give prompt notice, reasonable cooperation, and sole control of defence; cannot settle admitting liability without consent.

13 Dispute Resolution & Governing Law

These Terms are governed by Delaware law, excluding conflict‑of‑law rules. Any dispute will be resolved by binding arbitration under JAMS Comprehensive Rules in Wilmington, DE. Either party may seek injunctive relief in any competent court.

14 General

Entire Agreement – these Terms, the DPA, the Order Form(s), and referenced policies set out the entire agreement. Assignment – neither party may assign without the other's consent, except to a successor in interest. Force Majeure – neither party is liable for events beyond reasonable control (excluding payment obligations). Notices – legal notices to legal@infer.so and to Customer's address/email on file. Relationship – the parties are independent contractors.

15 Contact

Synth AI Labs Inc.
16192 Coastal Hwy Lewes, Delaware 19958 USA

Thank you for choosing Infer to modernise your insurance communications.