Terms of Service

Please read these Terms of Service ("Terms") carefully before using the DemandIntel platform. These Terms form a legally binding agreement between you (and the organisation you represent, if applicable) and DemandIntel ("we", "us", or "our").

By accessing or using the Platform, requesting access, or clicking any sign-in or acceptance control, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference. If you do not agree, do not use the Platform.

If you are acting on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

1. About DemandIntel

DemandIntel provides a software-as-a-service platform (the "Platform") available at demandintel.io that enables contact centres and business process outsourcing (BPO) teams to ingest call transcripts, classify call dispositions using AI, review and override classifications, and generate branded, client-ready reports.

Contact: hello@demandintel.io · demandintel.io

2. Eligibility

To use the Platform you must:

• Be at least 18 years of age
• Have legal authority to enter into these Terms on behalf of yourself or your organisation
• Have received approved access from DemandIntel following an access request
• Not be prohibited from using the Platform under the laws of your jurisdiction

The Platform is designed for business users. Where mandatory consumer protection laws apply to your use regardless of context, nothing in these Terms limits rights you hold under those laws.

3. Account Registration and Security

3.1 Access Approval

Access to the Platform is by approved request only. We may grant, refuse, suspend, or revoke access at our discretion.

3.2 Authentication Methods

You may sign in using Google Single Sign-On (SSO), including our managed Google authentication flow in preview environments, Microsoft SSO, or an email and password credential issued by an administrator. Where a temporary password is issued you must change it on first login. Account administrators may also invite individual sales representatives to access their own performance, coaching, and QA data; such invitations are delivered via a secure, time-limited link, after which the representative authenticates using SSO or a password they set.

3.3 Account Security

You are responsible for maintaining the confidentiality of your credentials (including any passwords) and for all activity under your account. Notify us immediately at hello@demandintel.io if you suspect unauthorised access.

3.4 Accurate Information

You agree to provide accurate, current, and complete information and to keep it up to date.

3.5 One Account per User

Each account is for a single named user. You may not share credentials or allow multiple individuals to access the Platform under one account unless expressly agreed in writing.

4. Permitted Use and Acceptable Use Policy

4.1 Licence

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your internal business purposes in connection with call transcript analysis and reporting.

4.2 Prohibited Conduct

You must not:

• Use the Platform for any unlawful purpose or in violation of applicable law
• Upload or process content you do not have the legal right to process, or that infringes any third party's rights (including privacy rights of call participants)
• Attempt to reverse-engineer, decompile, or derive source code from the Platform
• Scrape or systematically extract data from the Platform by automated means
• Introduce viruses, malware, or other harmful code
• Attempt to gain unauthorised access to any part of the Platform or its infrastructure
• Sublicense, resell, or commercially exploit the Platform without our express written consent
• Use the Platform in a way that could damage, overburden, or impair its availability or performance
• Circumvent any access controls or security measures
• Represent any AI-generated output as human-authored without appropriate disclosure

4.3 Call Participant Consent

You are solely responsible for obtaining all consents, authorisations, and notifications required by applicable law (including recording, wiretapping, and data protection laws) before uploading call transcripts to the Platform. We process such transcripts solely as your data processor on your instructions.

4.4 DemandIntel Recorder Configuration

Where you deploy the DemandIntel Recorder (browser extension or desktop application) to your representatives, you are solely responsible for configuring the recording policy (including which platforms and call types may be recorded, notice to call participants, and any two-party consent requirements) in a manner that is lawful in every jurisdiction where your representatives and call participants are located. You must not enable the Recorder for a representative, or in a jurisdiction, where doing so would breach applicable recording, wiretapping, employee-monitoring, or data-protection laws. We provide the technical controls; you determine and warrant the lawful basis for their use.

5. Fees, Payment, and Subscription

5.1 Pricing

Our standard pricing is charged per rep. A "rep" is any individual whose calls are ingested and analysed by the Platform (including QA scoring, competency assessment or coaching). Team leaders, managers, QA analysts and admins whose calls are not analysed do not require a paid seat. Pricing is made up of a base plan (Audit & Coach) plus optional bolt-ons (Act & Enable, Community), each charged per rep. Self-serve plans start at a minimum of 3 reps and are available up to 20 reps; teams of 21 reps or more are quoted by our team. Subscriptions may be billed monthly or annually, and are available in GBP or USD. Current per-rep rates are published on our pricing page and referenced in your order form or subscription agreement. All prices are exclusive of applicable taxes (including VAT/GST) unless stated otherwise. Enterprise, multi-brand and outsourced deployments are priced individually.

5.2 Payment Terms

Where fees apply, payment is due in accordance with the payment terms agreed at the time of subscription. Annual subscriptions are billed in full at the start of each period. We reserve the right to suspend access for overdue payments after providing reasonable notice. Payments are processed by our payment processor, Stripe.

5.3 Adding and Removing Reps

You may add reps to your subscription at any time; added reps are charged pro-rata for the remainder of the current billing period so their calls can be analysed from day one. Rep numbers cannot be reduced during a term. Reductions take effect at your renewal date, and we do not issue mid-cycle refunds or clawbacks for reduced rep counts. The same rules apply to bolt-ons.

5.4 Renewals

Subscriptions renew automatically on the same cadence at the then-current per-rep rate unless you cancel or change cadence before the renewal date. We will notify you in advance of any change to the per-rep rate.

5.5 Beta Access

During our closed beta, approved accounts may be granted free access. Beta access is granted at our discretion, may be revoked at any time on reasonable notice, and does not create any obligation to continue providing free access. We will give you at least 30 days notice before the first invoice if your account graduates from beta to a paid plan.

5.6 Taxes

You are responsible for all taxes, duties, and levies applicable to your use of the Platform in your jurisdiction. Where we are required to collect and remit tax (such as VAT), we will add it to your invoice.

6. Intellectual Property

6.1 Our Intellectual Property

The Platform - including all software, algorithms, models, interfaces, branding, and documentation - is owned by or licensed to DemandIntel and protected by copyright, trade mark, and other intellectual property laws. Nothing in these Terms transfers any ownership of our intellectual property to you.

6.2 Your Content

You retain all ownership of call transcripts, client data, and other content you upload to the Platform ("Your Content"). You grant us a limited, non-exclusive licence to process Your Content solely to provide the Platform to you. We will not use Your Content for any other purpose - including training AI models - without your express written consent.

6.3 Outputs

Reports and analysis outputs generated by the Platform from Your Content are yours, subject to our underlying intellectual property in the methodology and templates. You may use such outputs for your internal and client-facing business purposes.

6.4 Feedback

If you provide suggestions, ideas, or feedback about the Platform, you grant us a perpetual, irrevocable, royalty-free licence to use that feedback without restriction or compensation.

7. Data Processing

To the extent Your Content includes personal information of third parties (such as call participants), we act as your data processor and you act as the data controller. Our processing of such personal information is governed by our Privacy Policy and, where required, a separate Data Processing Agreement (DPA). Contact us at privacy@demandintel.io to request a DPA.

You are responsible for ensuring you have a valid legal basis for sharing personal information with us and for complying with applicable data protection laws - including the UK GDPR, EU GDPR, POPIA (South Africa), and CCPA/CPRA (California, USA) - in relation to Your Content.

8. Confidentiality

Each party agrees to keep confidential any non-public information disclosed by the other that is designated as confidential or that a reasonable person would understand to be confidential ("Confidential Information"). Neither party will use or disclose the other's Confidential Information except as necessary to perform obligations under these Terms or as required by law.

Your Content is your Confidential Information. Our platform technology, pricing, and business processes are our Confidential Information. These obligations survive termination for three (3) years.

9. Disclaimers and Warranties

9.1 Platform Provided "As Is"

To the maximum extent permitted by applicable law, the Platform is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory - including implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

9.2 AI Output Accuracy

The Platform uses artificial intelligence for disposition classification and report generation. AI outputs are probabilistic and may contain errors or inaccuracies. You are responsible for reviewing, verifying, and approving all AI-generated outputs before relying on or sharing them. We do not warrant that any AI output is accurate, complete, or fit for your intended purpose.

9.3 Availability

We do not guarantee uninterrupted or error-free access. We may suspend access for maintenance, security, or operational reasons and will provide advance notice where reasonably practicable.

9.4 Statutory Rights

UK users: Where you are a consumer under the Consumer Rights Act 2015, nothing in these Terms affects your statutory rights, including implied terms about satisfactory quality and fitness for purpose.

EU users: Where mandatory consumer protection laws apply in your EU member state - including under the Consumer Rights Directive 2011/83/EU and the Digital Content Directive 2019/770/EU - those rights are not affected by these Terms.

South African users: Where you are a consumer under the Consumer Protection Act 68 of 2008 (CPA), your rights under the CPA are not limited by these Terms.

10. Limitation of Liability

10.1 Exclusion of Consequential Loss

To the maximum extent permitted by applicable law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages - including loss of profits, revenue, data, goodwill, or business opportunity - even if advised of the possibility of such damages.

10.2 Aggregate Cap

To the maximum extent permitted by applicable law, our total aggregate liability arising out of or in connection with these Terms will not exceed the greater of: (a) fees paid by you in the twelve (12) months preceding the event giving rise to the claim; or (b) £100 (or equivalent in local currency).

10.3 Mandatory Exceptions

Nothing in these Terms excludes or limits liability for: (i) death or personal injury caused by negligence; (ii) fraud or fraudulent misrepresentation; (iii) any matter that cannot be excluded under applicable law, including the Consumer Rights Act 2015 (UK), Consumer Protection Act 68 of 2008 (South Africa), or mandatory EU consumer protection laws.

11. Indemnification

You agree to indemnify, defend, and hold harmless DemandIntel and its officers, directors, employees, and agents against claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from: (a) your use of the Platform in breach of these Terms; (b) Your Content, including any claim that it infringes a third party's rights or violates applicable law; (c) your failure to obtain required consents from call participants; or (d) your violation of applicable law.

12. Term and Termination

12.1 Term

These Terms are effective from the date you first access the Platform and continue until terminated.

12.2 Termination by You

You may stop using the Platform at any time. To close your account, contact us at hello@demandintel.io.

12.3 Termination or Suspension by Us

We may suspend or terminate your access immediately if: (a) you breach these Terms; (b) required by law or a regulatory body; or (c) continued access poses a risk to the Platform, other users, or third parties. We will provide notice where lawfully permitted.

12.4 Effect of Termination

On termination: your licence to use the Platform ceases; we will delete or return Your Content in accordance with our data retention practices (see our Privacy Policy). Sections 6, 7, 8, 10, 11, and 13 survive termination.

13. Consumer Cancellation Rights

UK and EU Consumers

If you are a consumer in the UK or EU who has entered into a contract for digital services remotely, you may have a statutory right to cancel within 14 days of entering into the contract (the "cooling-off period") under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the EU Consumer Rights Directive 2011/83/EU.

Important: If you request that we begin providing access immediately within the cooling-off period, you acknowledge you may lose the right to cancel once the service has been fully performed, or that you will be liable for the portion of service received up to cancellation. We will inform you of this at the point of subscription.

To exercise your right to cancel (where applicable), contact us at hello@demandintel.io.

South African Consumers

Consumers in South Africa may have rights to cancel certain agreements under the Consumer Protection Act 68 of 2008. Where applicable, cancellation fees and procedures will be communicated at the time of subscription.

14. Electronic Communications

You agree that we may communicate with you electronically.

South African users: In accordance with the Electronic Communications and Transactions Act 25 of 2002 (ECTA), you consent to receiving electronic communications and acknowledge that electronic transactions through the Platform have the same legal force as written agreements signed in person.

US users: You consent to receive electronic records and disclosures in compliance with the Electronic Signatures in Global and National Commerce Act (E-SIGN Act), 15 U.S.C. § 7001 et seq.

15. Third-Party Services

The Platform integrates with Google services (including Google Drive and Google Docs), Microsoft services (including Microsoft SSO, OneDrive, SharePoint, Microsoft Teams, and Microsoft Teams Phone via the Graph CallRecords application-only API with tenant admin consent), and uses Supabase for infrastructure. Call recordings are transcribed using third-party speech-to-text providers (Groq, AssemblyAI, and OpenAI), and transcripts are analysed by AI model providers as described in our Privacy Policy. Your use of those services is subject to their own terms of service and privacy policies. We are not responsible for the availability, accuracy, or conduct of third-party services.

Dialler integrations. The Platform can receive call recordings, call transcripts, and call metadata directly from sales diallers and phone systems you connect (including Orum, Kixie, FrontSpin, Aircall, Dialpad, JustCall, Zoom Phone, Zoom Contact Center, and diallers connected via Zapier or n8n). You are responsible for: (a) your agreement with the dialler provider, including any features (such as webhooks or API access) required on your plan; (b) correctly configuring webhook endpoints, API keys, and credentials you provide to us; and (c) ensuring you have a lawful basis - and have given any legally required notices to call participants - for recording calls and submitting them to the Platform for analysis. Individual representatives' calls are only transcribed and analysed once the representative approves recording analysis in their settings, as described in our Privacy Policy. We are not responsible for changes to, or the discontinuation of, a dialler provider's API or webhook services.

Notetaker integrations. The Platform can pull meeting transcripts and metadata from third-party meeting notetakers you connect (Fireflies, Google Gemini for Google Meet, Microsoft Copilot for Microsoft Teams, Granola, tl;dv, Read.ai, Fathom, and Otter). You control which call types are pulled through the per-connection ingestion filter. You are responsible for: (a) your agreement with the notetaker provider; (b) ensuring you have a lawful basis - and have given any legally required notices to meeting participants - for recording the meeting and submitting the transcript to the Platform; and (c) the accuracy of the provider-supplied transcript. We are not responsible for changes to, or the discontinuation of, a notetaker provider's API.

DemandIntel Recorder distribution and updates. The DemandIntel Recorder browser extension is distributed through the Chrome Web Store (and equivalent extension marketplaces) and the desktop application is distributed as installed software. By installing the Recorder you also agree to the applicable marketplace's terms and privacy policy in addition to these Terms. You grant DemandIntel the right to deliver automatic updates to the Recorder (including bug fixes, security patches, policy changes, and feature updates) without further notice, in order to keep the Recorder secure, compatible, and aligned with the current recording policy set by your organisation. We may discontinue support for older versions of the Recorder from time to time; continued use of the Recorder after an update constitutes acceptance of that updated version.

15A. Support and Account Access

Authorised DemandIntel staff may access your account's performance data, reports, and analytics on a read-only basis to deliver support, coaching, account management, and to identify additional services that may benefit you. Such access is limited to aggregated and pseudonymised data - staff do not have access to billing, payment, or user-and-permission information through this view, and direct personal identifiers (such as rep email addresses) are redacted. Every access session is recorded in an internal audit log and is available to you on request.

16. Modifications to the Platform and Terms

16.1 Platform Changes

We may modify, suspend, or discontinue any feature of the Platform at any time. Where changes are material, we will provide reasonable advance notice.

16.2 Changes to Terms

We may update these Terms from time to time. For material changes, we will notify you by email or prominent notice at least 30 days before the new Terms take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms. If you do not agree, you must stop using the Platform before the effective date.

17. Governing Law and Dispute Resolution

17.1 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law rules.

17.2 Jurisdiction

Subject to Sections 17.3-17.5, any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17.3 EU Consumer Rights

If you are a consumer resident in the EU, the governing law and jurisdiction provisions above do not deprive you of protection afforded by mandatory provisions of the law of your EU member state. You may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

17.4 South African Users

South African consumers may refer disputes to the relevant ombud or the National Consumer Commission under the Consumer Protection Act 68 of 2008. Nothing in these Terms limits those statutory rights.

17.5 US Users - Informal Resolution First

Before initiating formal legal proceedings, US-based users agree to contact us at hello@demandintel.io to attempt informal resolution. If unresolved within 30 days, either party may pursue available legal remedies. This does not limit any party's right to seek emergency or injunctive relief.

18. General

18.1 Entire Agreement

These Terms and our Privacy Policy constitute the entire agreement between you and DemandIntel regarding the Platform, and supersede all prior agreements and understandings.

18.2 Severability

If any provision is found unenforceable, it will be modified to the minimum extent necessary, or severed if modification is not possible, and the remaining provisions continue in full force.

18.3 Waiver

Our failure to exercise any right or provision does not constitute a waiver of that right or provision.

18.4 Assignment

You may not assign or transfer any rights or obligations under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets, with notice to you.

18.5 Force Majeure

Neither party is liable for delay or failure in performance resulting from causes beyond their reasonable control, including acts of God, natural disasters, pandemic, government actions, or internet infrastructure failures.

18.6 No Partnership

Nothing in these Terms creates a partnership, joint venture, agency, franchise, or employment relationship between you and DemandIntel.

18.7 Language

These Terms are written in English. Where a translated version is provided, the English version prevails in the event of conflict, to the extent permitted by applicable law.

19. Contact Us

If you have questions about these Terms, please contact us:

General enquiries: hello@demandintel.io
Data & privacy: privacy@demandintel.io
Website: demandintel.io