Terms of Service

1. About the service

Hei Emma is a fully managed AI receptionist service ("managed service") provided by Nordic Tech Labs AS. This means we operate, maintain and further develop all technology, infrastructure and AI models on behalf of the customer. The customer does not need to install software, run servers or handle technical updates.

2. Parties to the agreement

These terms apply between Nordic Tech Labs AS ("we", "us", "Hei Emma") and the business or person who subscribes ("the customer"). By using the service, the customer accepts these terms in full.

3. What the service includes

Hei Emma offers, depending on the chosen plan:

• Dedicated phone number with AI answering 24/7
• AI-powered webchat integrated on the customer's website
• Booking handling and lead qualification
• SMS notifications and message relay to employees
• Transfer of calls to designated contacts
• Ongoing updates and improvements at no extra cost

We reserve the right to change, improve or discontinue individual features with reasonable notice.

4. Subscription and payment

• The subscription is billed monthly or annually according to the chosen plan.
• Payment is made via Stripe with a valid payment card (Visa, Mastercard or equivalent). Card details are stored and processed securely by Stripe in accordance with the PCI DSS standard — we never store card data ourselves.
• The subscription amount is automatically charged to the registered card at the start of each billing period.
• SMS notifications and messages sent by Emma are billed per message in arrears according to the current price list or an individually agreed price.
• For customers with an individually agreed price (e.g. per call or per SMS), the agreed price takes precedence over the standard price list.
• If a card charge fails, we will retry and notify the customer by email and SMS. If payment is not completed within 14 days, the service is suspended until payment is received.
• All prices are stated excl. VAT unless otherwise indicated.

Fair use — what counts as one call

The subscription is based on the number of calls, not minutes. One call counts as up to 10 minutes. Calls lasting longer than 10 minutes count as two calls against the included quota. To prevent customers being charged for meaningless calls, calls shorter than 10 seconds do not count as a call and are not deducted from the quota — such calls are typically wrong numbers or immediate hang-ups. This keeps the price low for the vast majority of customers with normal, shorter calls, and prevents abuse where individual calls are unnecessarily extended. Usage beyond the included quota is billed per unit according to the current price list.

Price adjustments and notice

We reserve the right to adjust prices, including overage pricing and the definition of one call ("fair use"), with 30 days' notice by email. The adjustment takes effect for all customers after the notice period, regardless of when the subscription was started. This applies to both new and existing customers. The current price and fair use terms are always available in the portal and on this page.

5. Free trial

New customers get a free 14-day trial with a limited call quota — remaining quota is shown in the portal. No payment is required during the trial. When the trial expires without the subscription being activated, the service is deactivated and the assigned phone number is released. Data is handled further in accordance with the privacy policy.

6. Cancellation and binding period

There is no binding period. The customer may cancel the subscription with 30 days' written notice by email to hello@heiemma.no. The service runs until the end of the current billing period after cancellation. No refund is given for started periods.

7. Customer responsibilities

The customer is responsible for:

• Providing correct and up-to-date information about the business, including instructions to Emma on how inquiries should be handled.
• Ensuring that use of the service complies with applicable laws, including marketing legislation and data protection regulations.
• Ensuring that people the customer asks us to contact by SMS or phone have consented to such contact.
• Not using the service for illegal, misleading or harmful activity.

8. Availability and downtime

We aim for an uptime of 99.5% measured per calendar month. Scheduled maintenance is notified in advance. We are not responsible for interruptions caused by third-party telephony providers, internet providers or force majeure events.

9. Intellectual property

All technology, software, AI models and content developed by Hei Emma belong to Nordic Tech Labs AS. The customer is granted a limited, non-exclusive right to use the service during the subscription period. The customer retains ownership of their own data and content uploaded to the service.

10. Confidentiality

Both parties undertake to treat the other's trade secrets and non-public information confidentially. This obligation applies during the agreement period and for 3 years after the agreement ends.

11. Limitation of liability

Hei Emma is not liable for indirect losses, loss of profit or consequential damages arising from the use of or lack of access to the service. Our total liability towards the customer is limited to the amount the customer has paid in the last 3 months prior to the time of damage.

12. Changes to the terms

We may update these terms with 30 days' notice by email. Continued use of the service after the effective date is considered acceptance of the new terms. The current version is always available on this page.

13. Governing law and jurisdiction

These terms are governed by Norwegian law. Any disputes will be sought resolved amicably. If this fails, the venue is Oslo District Court.

14. Contact

Nordic Tech Labs AS
Email: hello@heiemma.no