Terms and conditions

These terms are an agreement between Telenoa, Danish company registration (CVR) no. 46373731 (“Telenoa”, “we”, “us”), and the business that creates an account or buys a subscription (the “Customer”, “you”).

• Businesses only: Telenoa only sells to businesses that use the service in the course of their trade. The service is not for consumers. The Danish Consumer Contracts Act, including the right of withdrawal, and other rules that only protect consumers therefore do not apply
• Authority to bind the business: The person who creates the account, buys or accepts these terms confirms that they are authorised to enter into the agreement on behalf of the business
• The agreement consists of: these terms, the data processing agreement (telenoa.com/en/dpa) and what you chose at purchase or in the app (plan, period, Noa Voice tier and the cap on extra minutes)
• Order of precedence: If the documents conflict, the data processing agreement governs personal data. Then your choices at purchase apply, and then these terms
• Effective date: The agreement applies from when you create the account, buy a subscription or start using the service, whichever happens first
• The privacy policy: describes how we ourselves process personal data. It is for information and is not part of the agreement
• Language: The terms exist in Danish and English. The Danish version prevails

Telenoa is a cloud service for customer enquiries. What you have access to depends on your plan. The service includes, among other things:

• A shared inbox that collects enquiries from forms, the widget, the API and the email accounts you connect
• Noa, an AI assistant that sorts enquiries, writes reply drafts, answers in chat and, if you switch it on, sends replies herself (autopilot)
• Noa Voice: Noa answers the phone, replies from your knowledge, transfers calls, takes messages, books appointments once you have connected a calendar, and can send a text message after the call
• Connections to other systems that you choose to switch on (e.g. calendar, spreadsheets, CRM and web shop)
• Teams with roles, statistics and an iPhone app

We continuously develop the service and may change or remove features. We will not materially reduce the general functionality of the service during a period you have paid for. Features we call beta or trial are provided as they are and may be changed or removed without notice.

• You are responsible for everything that happens on your users' accounts and for your users complying with these terms
• Your users must keep their passwords and login codes secret
• If you suspect that an account or access has been misused, tell us immediately at kontakt@telenoa.com
• You may have the number of users your plan allows

“Your content” is everything you and your customers put into the service: enquiries, emails, calls and transcripts, recordings, text messages, knowledge base, files and notes.

• Ownership: You own your content. We only get the right to copy, store, display and process it to the extent needed to provide and maintain the service
• Responsibility for content: You are responsible for your content being lawful and for having the right to put it into the service
• No AI training: We do not train AI models on your content, and our AI vendors do not train on it either. AI models we use via OpenRouter are only called through providers without data retention. They neither store nor train on the data (zero data retention). Anthropic (Claude) neither stores nor trains on your data (zero data retention agreement). Google's Gemini API (paid tier) does not train on the data, but may keep it for a short period to detect abuse (see the privacy policy)
• Usage data: We may use data about how the service is used (e.g. number of enquiries, response times and errors) to run and improve the service. We only share usage data with others in aggregated form that cannot be traced back to you or your users
• Feedback: If you give us suggestions or feedback, we may use it freely without payment
• Reference: We may name you as a customer, e.g. with your name and logo on telenoa.com and in sales material. If you say no by email, we stop within 30 days

Noa is an AI, and she can make mistakes. Replies, drafts, sorting, transcripts, notes and bookings made by Noa may be wrong or incomplete, even when your knowledge is correct. Noa is not a human and does not replace human oversight.

• Check what matters: You are responsible for checking important information before you act on it, e.g. bookings, prices, agreements, names, numbers and messages. You are also responsible for the replies sent from your account, including those Noa writes
• Autopilot: If you switch autopilot on for a category, Noa sends replies that no human has read. The reply sits in the thread for 5 minutes before it is sent and can be stopped there. You are responsible for replies sent by autopilot
• Your knowledge: Noa answers from the knowledge, greeting and rules you give her. Keep them correct and up to date
• Noa says she is an AI: At the start of every call, Noa says that the caller is speaking with Noa, the AI assistant, and that the call is being noted. If you have switched recording on, she also says that the call is being recorded. In chat, Noa also discloses that she is an AI. We do this to meet the transparency requirement in the EU AI Act (Art. 50). You cannot remove that disclosure, and you may not ask Noa to pretend to be a human
• Your duty to inform: Towards your own customers, it is you who must give the information the law requires. This includes that they may be served by an AI, that the call is noted and possibly recorded, and how you process their personal data (GDPR Art. 13 and 14). Noa's disclosure at the start of the call helps you, but it does not replace your own privacy policy
• Call recording: Audio is only stored if you have switched on “Record calls”. If you do, you are responsible for having a lawful basis for recording and for complying with the rules that apply to recording phone calls. Recordings are deleted automatically after 30 days
• Text messages: If you switch on text messages, you are responsible for having a lawful basis and for informing your customers. Messages that require consent (e.g. marketing) may only be sent to recipients who have given it
• Not an emergency service: Noa Voice must not be used for emergency calls or for calls where life, health or safety depends on the call being answered or understood correctly

You may not do the following, and you may not allow others to do it:

If you process special categories of personal data (e.g. health data) in your enquiries, you must assess yourselves whether the service and your setup are suitable for it.

• Reverse engineer, decompile or try to discover the service's source code, unless the law gives you that right
• Resell, rent out or give anyone other than your own users access to the service
• Test the service's security, disrupt its operation, overload it or circumvent access restrictions without our written permission
• Gain access to accounts, data or parts of the service you are not entitled to
• Use the service to develop a competing product
• Use the service for unlawful purposes, spam, unsolicited marketing, harassment or misleading the people who call or write
• Put content into the service that you do not have the rights to, or that contains malicious code
• Ask your customers to send national ID numbers, card numbers or passwords through the service

We may temporarily suspend your access, fully or partly, if:

• a payment has not gone through after Stripe has retried it (normally about 14 days)
• you breach section 6 on acceptable use
• your use materially harms the service, its security or other customers

We try to notify you before suspending when practical. We restore access when the cause has been resolved. Suspension does not release you from paying for the period.

All prices include Danish VAT. Current prices are on the pricing page (telenoa.com/en/pricing). On the English pages, prices are in euros; on the Danish pages, in Danish kroner. There is no lock-in and no setup fee unless otherwise agreed in writing. The price that applied when you bought applies to your subscription until we announce a change.

There is no lock-in. Subscriptions run one period at a time (a month, or a year if you pay for the plan yearly) and renew automatically until cancelled. If you have agreed a commitment period in writing, the subscription can be cancelled at the earliest when it ends.

When the agreement ends:

• Access: You can no longer use the service
• Export: Your administrators can make a full data export in the app at any time. Do so before the subscription ends. If you need an export after termination, write to us within 30 days and we will help
• Deletion: We delete your content no later than 60 days after termination. Your administrators are notified 14 and 3 days before. If you ask, we delete within 30 days. Copies in our backups, including the encrypted copies off the server, are deleted within 14 days after that. Information we must keep under the Danish Bookkeeping Act (invoices and payments) is kept for as long as the law requires
• Final bill: Usage incurred before termination (e.g. extra minutes) is charged on a final bill
• Confidentiality: Each party deletes or returns the other party's confidential information

Each party may only use the other party's confidential information to perform the agreement and may not disclose it. Each party protects it at least as well as its own and never with less than reasonable care. It may be shared with employees, advisers and vendors who need it and are themselves bound by confidentiality.

Confidentiality does not cover information the recipient already knew, that is publicly known through no fault of the recipient, that the recipient lawfully received from others, or that the recipient developed independently. If the law or an authority requires disclosure, the recipient notifies the other party first where possible.

Each party warrants that it is entitled to enter into the agreement and will comply with applicable law. You warrant that you have the rights needed to put your content into the service.

• No guaranteed uptime: We work to keep the service stable, but we do not promise that it is always available, secure or error-free. There is no guaranteed uptime (SLA) unless agreed in writing
• Vendors: The service depends on vendors for e.g. telephony, text messages and AI. Calls may be dropped, misunderstood or not answered, and text messages may be delayed or not delivered
• Reduced functionality: If we materially reduce the general functionality of the service during a paid period (section 2), you must tell us within 45 days of discovering it. We will then try to restore the functionality within 45 days. If we cannot, you may cancel and receive a refund of prepaid subscription for the rest of the period. That is your only remedy in that situation
• Otherwise: Beyond what is stated here, the service is provided as it is

• Cap: Each party's total liability under the agreement is limited to the amount you paid Telenoa for the service in the 12 months before the first event giving rise to the claim. The cap applies to all claims together
• Indirect loss: Neither party is liable for indirect loss. This includes lost calls, lost orders or bookings, lost revenue, lost profit, lost customers or contracts, loss of goodwill, business interruption and loss of data
• AI and calls: We are not liable for loss resulting from content Noa has written or said, replies sent by autopilot, bookings Noa has made, or calls and text messages that were not answered, delivered or understood correctly
• Exceptions: The limitations do not apply to intent or gross negligence, nor to claims under section 14. They do not limit your obligation to pay for the service. Nor do they limit data subjects' rights under the GDPR

You indemnify Telenoa against third-party claims arising from your content or your use of the service in breach of the agreement or the law, including reasonable legal costs. This requires that we notify you of the claim promptly, let you control the case and give reasonable assistance.

All rights to the service, including software, design, trademarks and documentation, belong to Telenoa. You get a non-exclusive, non-transferable right to use the service while the agreement runs. Your rights to your content remain yours (section 4).

Who is responsible for personal data depends on whose data it is:

• Your customers' data: When you use the service for enquiries, emails, calls, recordings, text messages and contact notes about your customers and others who contact you, you are the controller and Telenoa is your processor. The data processing agreement at https://www.telenoa.com/en/dpa applies when you accept these terms. If you want it signed, write to kontakt@telenoa.com
• Your account: For data about you as a customer and about your users (account, login, payment, support and use of the app), Telenoa is itself the controller. This is described in the privacy policy at https://www.telenoa.com/en/privacy
• Sub-processors: The current list is at https://www.telenoa.com/en/sub-processors. We notify you by email at least 30 days before we start using a new one. You can object and terminate the agreement
• Where data is: Our server and database are in Germany, the telephony server in Amsterdam, and files are stored in the EU. Some sub-processors are US companies. Transfers follow the rules in the data processing agreement

Neither party is liable for delay or failure caused by circumstances beyond its control, e.g. natural disasters, war, strikes, acts of authorities, major outages at vendors or in the internet and telephone networks. If such an event stops the service from working for 30 consecutive days, either party may terminate, and we refund prepaid subscription for the rest of the period.

• We announce material changes by email to your administrator at least 30 days before they take effect. If you disagree, you can cancel at no cost before they take effect
• Price increases are announced at least 2 months in advance (section 8)
• If a law or an authority requires a change sooner, it may take effect earlier
• If you use the service after the changes have taken effect, you accept them
• Minor changes that do not put you in a worse position (e.g. wording fixes) may be made without notice
• The date at the top of the page and section 22 show which version applies

• Entire agreement: The agreement replaces everything the parties have previously said or written about the same subject. Terms in your purchase orders or similar do not apply
• Severability: If a provision is invalid, the rest of the agreement still applies
• Waiver: A party not enforcing a provision does not mean it waives it
• Assignment: Neither party may assign the agreement without the other's written consent. However, in a merger, sale of the business or similar restructuring, the agreement may be assigned with notice to the other party
• Notices: We write to the email address on your account (the administrator). You write to kontakt@telenoa.com

The agreement is governed by Danish law. Before bringing a case, the parties must try in good faith to resolve the dispute by negotiation. If it is not resolved within 30 days, the case may be brought before the Danish courts with the Copenhagen City Court as the court of first instance.

Telenoa

• CVR no.: 46373731
• Email: kontakt@telenoa.com
• Phone: +45 31 36 30 16

We aim to reply within 1 to 2 working days.

This version is dated 24 October 2026. For new customers it applies from that date. For existing customers, material changes apply 30 days after we have notified you by email (section 18). Price changes follow section 8.

• 24 October 2026: Short overview at the top. Clearer that the service is for businesses only. Noa Voice in two tiers (Basis and Pro) with a cap on extra minutes, switching tier and the transition for existing customers. Sharper sections on AI, AI and recording disclosure, data processing roles, availability and limitation of liability. New section on version and changes
• 22 October 2026: Previous version

If you want to see an earlier version, write to kontakt@telenoa.com.