These Terms of Service ("Terms") govern your use of the Sulla mobile application ("App") operated by Merchant Protocol LLC ("we", "our", or "us"). By downloading, installing, or using the App, you agree to these Terms.
1. Description of Service
Sulla is an AI-powered phone assistant for businesses. The App provisions a dedicated business phone number, answers calls using AI voice technology, transcribes conversations, qualifies leads, and provides call management tools.
Sulla is not a replacement for a human receptionist. It is an AI assistant designed to handle routine business calls, capture caller information, and ensure no lead goes unanswered. You should not rely on Sulla as your sole means of communication for life-safety or time-critical matters.
2. Subscription Terms
The App is offered on a subscription basis with various plan tiers.
- All subscriptions are billed through the Apple App Store. Apple handles all payment processing, billing, and receipts.
- To request a refund, contact Apple Support directly through the App Store. We do not process refunds directly as Apple manages all transactions.
- You may cancel your subscription at any time through your Apple ID settings (Settings > Apple ID > Subscriptions). Cancellation takes effect at the end of the current billing period.
- We reserve the right to change subscription pricing with reasonable notice. Price changes apply to the next billing cycle after notice is given.
3. Phone Number Ownership
Phone numbers provisioned through the App are provided via our telephony partner, Twilio. Important details about your phone number:
- Phone numbers are licensed for your use while your subscription is active. They are not owned by you and cannot be transferred or ported outside the service.
- If your subscription is cancelled, your phone number is retained for a 30-day grace period, after which it is released back to the carrier.
- Upon account deletion, your phone number is released immediately after the 30-day data retention period.
4. AI Disclaimer
Sulla is an AI assistant and is not a replacement for a human receptionist. While we strive for accuracy and reliability, the AI may occasionally:
- Misunderstand or misinterpret caller intent, questions, or accents.
- Provide inaccurate information if your business profile is incomplete or outdated.
- Fail to handle unusual, complex, or highly technical caller requests.
- Experience service interruptions due to telephony or AI provider outages.
You acknowledge and accept these limitations. Merchant Protocol LLC is not liable for missed information, lost leads, or business losses resulting from AI errors or service interruptions. We recommend reviewing call transcripts regularly and maintaining a fallback contact method for critical calls.
5. Call Recording Consent
The App records and transcribes phone calls to provide its core functionality. You are responsible for complying with all applicable call recording laws in your jurisdiction.
- Some states and countries require two-party consent (also called "all-party consent") for call recording. This means both you and the caller must consent to the recording.
- You should configure your AI greeting to include appropriate disclosure that calls may be recorded and transcribed.
- It is your responsibility to understand and comply with the recording consent laws in your state, province, or country.
- Merchant Protocol LLC is not responsible for your compliance or non-compliance with local recording consent laws.
6. Acceptable Use
You agree not to use the App to:
- Engage in any illegal, fraudulent, or deceptive activity.
- Make or facilitate robocalls, spam calls, or unsolicited telemarketing.
- Harass, threaten, or abuse callers or any other person.
- Violate the Telephone Consumer Protection Act (TCPA) or any applicable telecommunications regulations.
- Impersonate another person, entity, or government agency.
- Use automated dialing systems through or in conjunction with the App.
- Attempt to reverse-engineer, decompile, or tamper with the App or its AI systems.
7. Limitation of Liability
To the maximum extent permitted by law, Merchant Protocol LLC shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the App, including but not limited to:
- Lost business, revenue, or profits.
- Missed calls or leads due to AI errors or service interruptions.
- Inaccurate AI transcriptions or lead information.
- Third-party service outages (Twilio, ElevenLabs, Cloudflare).
Our total liability shall not exceed the amount you paid for the service in the 12 months preceding the claim. The App is provided "as is" and "as available" without warranties of any kind, whether express or implied.
8. Termination
- By us: We may terminate or suspend your account at any time for violation of these Terms, abuse of the service, or for any other reason with reasonable notice. Upon termination, your access to the App ceases immediately and your phone number may be released.
- By you: You may cancel your subscription at any time through your Apple ID settings. You may also request account deletion from within the app or by emailing us.
9. Changes to Terms
We may update these Terms from time to time. Continued use of the App after changes constitutes acceptance of the updated Terms. We will notify you of material changes via the App or email.
10. Governing Law
These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any disputes arising under these Terms shall be resolved in the courts of Delaware.
11. Contact Us
If you have questions about these Terms, contact us at:
Merchant Protocol LLC
support@merchantprotocol.com