Terms of Service

Introduction

These Terms of Service ("Agreement") govern your access to and use of the services, software, and platforms provided by SIPSTACK Inc. ("SIPSTACK", "we", "us", or "our"). By creating an account, subscribing to our Services, or using any SIPSTACK product, you agree to be bound by this Agreement.

If you are entering into this Agreement on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. In that case, "you" refers to the entity.

If you do not agree to these terms, do not use our Services.

Definitions

"Agreement" means these Terms of Service, together with our Privacy Policy, Acceptable Use Policy, and Service Level Agreement, all of which are incorporated by reference.

"Services" means all SIPSTACK products, platforms, APIs, applications, and related services, including Nova PBX, Flare SMS, Aura AI, SARA AI, Pulse, and Switchboard.

"Customer" / "You" means the individual or entity that has subscribed to the Services.

"Authorized User" means any individual you authorize to access the Services under your account (employees, contractors, agents).

"Customer Data" means all data, content, and information submitted to the Services by you or your Authorized Users, including call recordings, messages, contacts, configurations, and communications.

"Subscription" means the paid or trial plan under which you access the Services, as selected in Switchboard.

"Documentation" means the technical documentation, guides, and help content published at sipstack.com.

"Effective Date" means the date you first accept this Agreement by creating an account or activating a Subscription.

Acceptance of Terms

You must be at least 18 years old to use our Services. By accepting this Agreement, you represent that you are of legal age and have the legal authority to enter into binding contracts.

You may accept this Agreement electronically (e.g., by clicking "I agree", completing account registration, or activating a Subscription). Electronic acceptance is legally binding.

We may amend this Agreement at any time. Material changes will be communicated with at least 30 days' notice via email or in-portal notification. Your continued use of the Services after the effective date of any changes constitutes acceptance of the revised terms. If you do not agree to a material change, you may cancel your Subscription before it takes effect.

Services

SIPSTACK offers the following products and platforms, subject to your Subscription tier and feature availability:

Nova PBX — Cloud phone system offering SIP-based calling, IVR menus, call queues, ring groups, voicemail, call recording, and AI transcription. Sentiment analysis and call summarization are included on Nova Ultra, available on Nova Core and Pro for Aura credits once the account owner turns them on, and on Enterprise where enabled. Available in Core, Pro, and Ultra tiers, plus Enterprise by agreement, with feature gating per tier.

Flare SMS — Business SMS and MMS messaging platform offering contact management, campaign broadcasting, drip automation, A/B testing, keyword responses, opt-out management, and webhook integrations.

Aura AI — AI-powered voice agent platform for automating inbound and outbound calls. Includes real-time ASR, LLM-based response generation, and TTS. Available on Nova Pro and above.

SARA AI — Intelligent email auto-responder powered by retrieval-augmented generation (RAG). Processes inbound customer support emails and generates draft responses for human review or automated sending.

Pulse — Mobile UCaaS application (iOS and Android) providing VoIP calling and messaging capabilities via the Nova PBX and Flare SMS backends.

Switchboard — Customer portal and administration interface for managing accounts, billing, configurations, users, and permissions across all SIPSTACK products.

Feature availability and usage limits are defined in the Documentation and on the Pricing page at sipstack.com/pricing.

Account Registration and Security

You must provide accurate, current, and complete information when registering for an account. You are responsible for keeping your account information up to date.

You are responsible for maintaining the confidentiality of your account credentials, including passwords and API keys. You must not share credentials with unauthorized parties. You agree to notify us immediately at [email protected] upon discovering any unauthorized use of your account or any security breach.

We strongly recommend enabling multi-factor authentication (MFA). You are responsible for all activity that occurs under your account, whether or not authorized by you.

SIPSTACK may suspend or terminate accounts that show signs of unauthorized access, abuse, or security compromise.

Subscriptions, Billing, and Payment

Subscription Plans

Subscriptions are available on monthly or annual billing cycles, as selected at checkout. Annual subscriptions are prepaid for 12 months and are not refundable on a pro-rata basis for early cancellation. Annual subscriptions renew automatically for another 12-month term, charged in full at the then-current annual rate on the renewal date, unless before that date you switch the subscription to monthly billing (effective at renewal) or cancel it; we email a renewal notice at least 30 days before each annual renewal. When you cancel a monthly or annual Subscription you may choose to end it now, in which case service ends 72 hours after you confirm and the rest of the current billing period is not refunded, or at the end of the paid period, in which case service continues until that date and the Subscription does not renew. Monthly subscriptions renew automatically at the end of each billing period.

Feature availability and usage limits are defined per Subscription tier. Exceeding usage limits may result in overage charges or service throttling, as described in the Documentation.

Free Trials

Certain Subscription plans offer a free trial of the duration stated at signup. A valid payment method is required to start a trial; it is securely vaulted ($0 authorization) and is not charged during the trial period. Unless you cancel the trial or close your account before the trial ends, your trial converts automatically to a paid Subscription for the trialed plan at the then-current rates, and your payment method is charged on the conversion date and on each renewal thereafter until cancelled. We send reminder emails before the trial converts, stating the plan, the amount, and the conversion date.

You may cancel the trial, or change to a different plan tier, at any time before conversion through Switchboard (Account → Subscriptions); if you change tiers during the trial, the trial end date is unchanged and the Subscription converts at the new tier's rates. Usage during a trial is subject to the allowances and fair-use caps shown at signup and on the pricing page, which may be lower than the corresponding paid plan's allowances. Trials are limited to one per organization per product unless we agree otherwise.

Billing and Payment

All fees are billed in advance at the start of each billing period. Payment is processed via Stripe. By providing a payment method, you authorize SIPSTACK to charge all fees when due.

If payment fails, we will retry the charge and notify you by email. If payment is not received within 15 days of the due date, we reserve the right to suspend or terminate the affected Services. Reactivation after suspension may require payment of all outstanding balances.

Balances unpaid 10 days after the due date, including card payments that decline, accrue simple interest of 1.5% per month (18% per year), calculated daily from the due date, or the maximum rate permitted by applicable law, whichever is lower, added to your next invoice.

Price Changes

We may change Subscription pricing with at least 30 days' written notice. Price changes take effect at your next renewal. If you do not agree to a price change, you may cancel your Subscription before it takes effect.

Taxes

All fees are exclusive of taxes. You are responsible for all applicable taxes (including sales tax, GST/HST, VAT, and withholding taxes) arising from your use of the Services, except where SIPSTACK is required by law to collect and remit taxes on your behalf.

Cancellation, Dormancy, and Deletion

You may cancel a Subscription at any time through Switchboard (Account → Subscriptions, from the subscription list or the Subscription's own page). Only the account owner can cancel, and two-factor verification is required; if unpaid invoices or another issue prevent cancellation, Switchboard will ask you to contact support. As described under Subscription Plans, you choose when the cancellation takes effect:

End it now. A 72-hour cooling-off period starts when you confirm. You can undo the cancellation during that period from the link in our confirmation email or in Switchboard. When the 72 hours have passed, the Subscription is cancelled and its Services end. The rest of the current billing period is not refunded.
End of the paid period. Available for an active Subscription (not a trial and not past due) that has a future period end date. Service continues until that date, the Subscription does not renew, and you can undo the cancellation at any time before then. A cancellation never takes effect less than 72 hours after you confirm it, so if the period ends sooner, the Subscription ends when the 72 hours have passed.

In either case, any unbilled usage up to the date the cancellation takes effect is invoiced and collected on a final usage invoice. Cancelling a free trial always ends it now (72 hours after you confirm), and a cancelled trial is not converted to a paid Subscription or charged. A free trial that ends without a valid payment method on file is treated as a cancellation from that point.

Cancelling your account. Cancelling your entire account is separate from cancelling a Subscription. The account owner can do it in Switchboard (Account → Cancel Account), with a signed confirmation. Account cancellation takes effect 30 days after you confirm it. If you close your account, your service ends at the end of your current paid period or on your closure date, whichever comes first. You will not be charged again, and trials will not convert to paid. Final usage charges for the period are still billed. Your data and subscription are kept for 30 days after closure takes effect, and you can recover them by reactivating before then. After 30 days they are permanently deleted. You must expressly confirm the release of any phone numbers you have not ported out. Unused prepaid time is not refunded.

Service suspension. When a cancellation takes effect or a trial expires, the associated Services — calling, messaging, AI agents, API access, and live PBX registrations — are suspended.

Phone numbers. When a Subscription cancellation takes effect, the non-premium numbers on that Subscription are removed from service and held for a 30-day grace period, during which no charges accrue. During the grace period you may port a number to another carrier, or ask us to restore it to your account (for example, when you reactivate) so you keep it; numbers are not restored automatically. After the grace period, numbers that have not been ported or restored are released to the carrier and may be reassigned to others. If you cancel your entire account, the 30 days run from the later of the date the account cancellation takes effect and the end of your paid period. Premium numbers you purchased are handled under their applicable premium-number terms. A released number cannot be guaranteed if you later reactivate.

Dormancy and reactivation. When the last Subscription on your account ends, your account enters a dormant state for 90 days. During that period your account data — including contacts, configuration, and usage history (each subject to the data-type retention windows in our Privacy Policy) — is retained so you can reactivate by resubscribing, at which point your settings and data are restored (other than any released phone numbers).

Deletion. You may export your data or request deletion at any time through Switchboard; deletion requests are honored promptly. If you do not reactivate within 90 days after your last Subscription ends, your account data is permanently deleted or anonymized. If you cancel your entire account, your account data is permanently deleted or anonymized 30 days after that cancellation takes effect. Billing and payment records and call detail records are kept in full for 7 years after the end of the fiscal year in which they were created and are then destroyed, as stated in our Privacy Policy. Application audit logs (records of sign-ins, administrative actions and account changes) are kept for 2 years from the event they record and are then destroyed; audit records of billing, payment and invoice activity are kept as billing records. Individual users' login profiles are not deleted when an organization's account ends, because a user may belong to other organizations or hold their own account. All accrued payment obligations survive cancellation.

Acceptable Use

Your use of the Services is governed by our Acceptable Use Policy, which is incorporated into this Agreement by reference. Violations of the Acceptable Use Policy may result in immediate suspension or termination of your account.

Intellectual Property

SIPSTACK's IP

SIPSTACK and its licensors retain all right, title, and interest in and to the Services, including all software, algorithms, AI models, user interfaces, documentation, trademarks, and other intellectual property. Nothing in this Agreement grants you any rights to SIPSTACK's intellectual property except the limited license described below.

License grant: Subject to your compliance with this Agreement and payment of all applicable fees, SIPSTACK grants you a limited, non-exclusive, non-transferable, non-sublicensable license to access and use the Services during your Subscription term solely for your internal business purposes.

Your IP

You retain all right, title, and interest in and to your Customer Data. You grant SIPSTACK a limited, non-exclusive, worldwide license to process, store, transmit, and display your Customer Data solely as necessary to provide the Services to you. This license terminates when your Subscription ends and your data is deleted.

No implied licenses are granted. SIPSTACK does not claim ownership of your Customer Data.

AI Services

SIPSTACK offers AI-powered features including call transcription, sentiment analysis, call summarization, SARA AI email automation, and Aura AI voice agents (collectively, "AI Services").

No Guarantee of Accuracy

AI Services are provided on an "as-is" basis. AI-generated outputs — including transcripts, sentiment scores, call summaries, email draft responses, and voice agent responses — are probabilistic and may contain errors, omissions, or inaccuracies. You should not rely on AI outputs as a substitute for professional judgment.

AI outputs do not constitute legal, medical, financial, regulatory, or any other professional advice.

Ownership of AI Outputs

You retain ownership of Customer Data you submit to AI Services and outputs generated from your Customer Data. SIPSTACK claims no ownership of AI-generated outputs specific to your data.

Prohibited AI Uses

You must not use AI Services to:

Generate content that violates our Acceptable Use Policy
Impersonate any person or entity without disclosure that the communication is AI-generated (where such disclosure is legally required)
Circumvent or attempt to reverse-engineer our AI safety measures, model guardrails, or content filters
Attempt to extract, replicate, or reproduce our AI model weights, training data, or inference pipeline
Process personal data of individuals under 13 years of age

Third-Party AI Sub-Processors

Certain AI features involve third-party inference providers. See our Privacy Policy for the current list of AI sub-processors and the data they receive.

Telecommunications Regulatory Provisions

SIPSTACK is a licensed telecommunications provider. The following provisions apply to all voice and messaging services.

Emergency Services (E911)

VoIP E911 is not equivalent to traditional landline 911. You acknowledge and agree that:

E911 service requires a valid registered service address to dispatch emergency responders
VoIP E911 may not function during a power outage, internet outage, or equipment failure
E911 may not function immediately after account activation, number porting, or address changes until updates are fully propagated
Calls may be routed to a national emergency call center rather than a local public safety answering point (PSAP) in some circumstances

You are responsible for keeping E911 registered addresses current for all Authorized Users. SIPSTACK strongly recommends maintaining an alternative means of reaching emergency services.

CPNI (Customer Proprietary Network Information)

SIPSTACK handles your CPNI in accordance with applicable telecommunications regulations, including FCC rules (47 C.F.R. Part 64, Subpart U) and CRTC requirements. We use CPNI only to provide and improve the Services and as otherwise permitted by applicable law.

Number Porting

We will make commercially reasonable efforts to port phone numbers to or from other carriers within standard industry timelines. Porting timelines are not guaranteed and are subject to losing carrier cooperation. SIPSTACK is not liable for delays caused by third parties.

You are responsible for complying with all applicable call recording consent laws in your jurisdiction and the jurisdictions of the parties you record. See our Privacy Policy — Call Recording Disclosure for details.

STIR/SHAKEN

STIR/SHAKEN caller ID authentication is implemented at the carrier level by our upstream carrier partner. All outbound calls carry the appropriate attestation level.

Data Processing

By using our Services, you authorize SIPSTACK to process your Customer Data as described in our Privacy Policy.

The SIPSTACK Data Processing Addendum (Canada) (French version at /legal/dpa/fr) is incorporated into and forms part of these Terms. You accept it when you accept these Terms, and it applies wherever its own scope clause provides that it applies. If these Terms and the Data Processing Addendum (Canada) conflict on the processing of personal information, the Data Processing Addendum (Canada) prevails to the extent of the conflict.

For enterprise customers requiring a separate Data Processing Agreement (DPA) for GDPR compliance purposes, a GDPR DPA is available on request at [email protected].

In the GDPR context: you are the data controller of your Customer Data; SIPSTACK is the data processor acting on your documented instructions.

Confidentiality

Each party ("Receiving Party") agrees to protect the other party's ("Disclosing Party") confidential information with the same degree of care it uses to protect its own confidential information, but no less than reasonable care.

"Confidential Information" means any information disclosed by the Disclosing Party that is designated as confidential or that reasonably should be understood as confidential given the nature of the information and the circumstances of disclosure. SIPSTACK's Confidential Information includes pricing not publicly listed, product roadmaps, and technical specifications. Your Confidential Information includes Customer Data.

Confidential Information does not include information that: (a) is or becomes publicly known through no fault of the Receiving Party; (b) was rightfully known by the Receiving Party without restriction before disclosure; (c) is independently developed by the Receiving Party without use of the Disclosing Party's Confidential Information; or (d) is required to be disclosed by law or court order (with prior notice to the Disclosing Party where permitted).

Confidentiality obligations survive termination of this Agreement for a period of 3 years.

Indemnification

By You

You agree to indemnify, defend, and hold harmless SIPSTACK, its directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or relating to:

Your use of the Services in violation of this Agreement or applicable law
Your Customer Data, including any claim that Customer Data infringes or misappropriates any third-party intellectual property rights or violates privacy rights
Your violation of any third party's rights
Your breach of any obligation to obtain call recording consent or messaging opt-in consent

By SIPSTACK

SIPSTACK will indemnify, defend, and hold you harmless from and against third-party claims alleging that the Services, as provided by SIPSTACK, infringe or misappropriate any patent, copyright, trademark, or trade secret. This obligation does not apply where the claim arises from: (a) your modification of the Services; (b) combination of the Services with non-SIPSTACK products; or (c) use of the Services in violation of this Agreement.

Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL SIPSTACK BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS INTERRUPTION, ARISING OUT OF OR RELATED TO THIS AGREEMENT OR YOUR USE OF THE SERVICES, EVEN IF SIPSTACK HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

SIPSTACK's total cumulative liability to you arising out of or related to this Agreement, regardless of the cause of action and whether arising in contract, tort (including negligence), strict liability, or any other theory, will not exceed the total fees paid by you to SIPSTACK in the 12 months immediately preceding the event giving rise to the claim.

The limitations above do not apply to: (a) your indemnification obligations; (b) either party's liability for fraud or willful misconduct; or (c) any liability that cannot be excluded or limited by applicable law.

Warranty Disclaimer

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND. SIPSTACK EXPRESSLY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. SIPSTACK DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF HARMFUL COMPONENTS.

SIPSTACK does not warrant the accuracy, completeness, or fitness for any purpose of AI-generated outputs, including transcripts, sentiment scores, call summaries, or AI agent responses.

Termination

Termination by You

You may cancel a Subscription, or your entire account, at any time through Switchboard. When a cancellation takes effect, and what happens to your Services, phone numbers and data, is set out under Subscription Plans and under Cancellation, Dormancy, and Deletion. No refunds are provided for prepaid fees, except where required by applicable law.

Termination by SIPSTACK

SIPSTACK may suspend or terminate your access to the Services:

For cause (material breach): With 30 days' written notice if you materially breach this Agreement and fail to cure the breach within 30 days of notice. Certain breaches (as listed below) allow immediate termination without cure period.
Immediate termination (no cure): Violations of the Acceptable Use Policy; non-payment more than 15 days past due; fraudulent, abusive, or illegal use; threat to network integrity or other customers.

We will make commercially reasonable efforts to notify you before termination except where immediate action is required to protect SIPSTACK, other customers, or third parties.

Effect of Termination

Upon termination: (a) your license to use the Services ceases immediately; (b) for a voluntary cancellation or an expired trial, your account follows the Cancellation, Dormancy, and Deletion process above; (c) for a termination by SIPSTACK for cause (including Acceptable Use Policy violations), we may decline reactivation and your account enters a 30-day data retrieval period after which Customer Data is permanently deleted or anonymized, other than billing and payment records, call detail records and application audit logs, which are kept as stated under Cancellation, Dormancy, and Deletion above; (d) all accrued payment obligations survive termination.

Sections of this Agreement that by their nature should survive (Confidentiality, Indemnification, Limitation of Liability, Warranty Disclaimer, Dispute Resolution, and General Provisions) will survive termination.

Beta and Preview Services

SIPSTACK may offer access to beta or preview features ("Beta Services"). Beta Services are provided for evaluation purposes only on an "as-is" basis, with no warranties, SLA commitments, or support obligations. SIPSTACK may modify or discontinue Beta Services at any time without notice. Feedback you provide regarding Beta Services may be used by SIPSTACK without obligation to you.

API Usage

If you access our Services through the SIPSTACK API, the following terms apply:

Rate limits: Your API usage is subject to rate limits as published in the Documentation. Exceeding rate limits may result in request throttling.
API key security: API keys are your confidential credentials. You must not expose API keys in client-side code, public repositories, or to unauthorized parties. Report compromised API keys immediately to [email protected].
Automated access: Automated API access must conform to rate limits and must not be used for activities that violate the Acceptable Use Policy.
Throttling and suspension: SIPSTACK may throttle or suspend API access that endangers system stability or violates this Agreement.

Force Majeure

Neither party is liable for any failure or delay in performing its obligations under this Agreement (other than payment obligations) caused by circumstances beyond its reasonable control, including acts of God, natural disasters, war, terrorism, government actions, internet service outages, or third-party carrier failures. The affected party must promptly notify the other party and use reasonable efforts to resume performance.

Dispute Resolution

Governing Law: This Agreement is governed by the laws of the Province of Ontario, Canada and the federal laws of Canada applicable therein, without regard to conflict of law principles.

Jurisdiction: The parties irrevocably consent to the exclusive jurisdiction of the courts of Ontario, Canada for the resolution of all disputes arising under this Agreement.

Informal Resolution: Before initiating any legal proceeding, the parties agree to attempt in good faith to resolve any dispute through direct negotiation for at least 30 days following written notice of the dispute.

Language: This Agreement is drawn up in French and English, and both versions are equally authoritative. If the versions are inconsistent, the French version prevails for a Customer located in Québec, unless that Customer, after being presented with the French version, expressly chose at acceptance to be bound by the English version; in every other case, the English version prevails.

General Provisions

Entire Agreement: This Agreement, together with the Privacy Policy, Acceptable Use Policy, and SLA, constitutes the entire agreement between the parties regarding its subject matter and supersedes all prior negotiations, representations, warranties, and understandings.

Severability: If any provision of this Agreement is found to be invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force.

Waiver: No waiver of any provision of this Agreement will constitute a waiver of any other provision or of the same provision at any other time.

Assignment: You may not assign this Agreement or any rights or obligations hereunder without SIPSTACK's prior written consent. SIPSTACK may assign this Agreement without your consent in connection with a merger, acquisition, or sale of all or substantially all of its assets. This Agreement binds and benefits permitted successors and assigns.

Notices: Notices to you will be sent to the email address associated with your SIPSTACK account. Notices to SIPSTACK must be sent to [email protected] or by mail to the address below. Notices are effective when received.

Independent Contractors: The parties are independent contractors. Nothing in this Agreement creates a partnership, joint venture, agency, employment, or franchise relationship.

No Third-Party Beneficiaries: This Agreement is for the sole benefit of the parties and their permitted successors and assigns. Nothing in this Agreement creates any third-party beneficiary rights.

Amendments: Except as otherwise provided, amendments to this Agreement must be in writing and accepted by you through your continued use of the Services following our notice period.

Contact

For questions regarding these Terms of Service:

Email: [email protected] Phone: 1-800-277-7578 Mail: SIPSTACK Inc., Legal Department, 575-3093 Bathurst St., Toronto, ON M6A 2A3, Canada