1. Contracting parties and scope
The contracting party is the operator of Piketto named above (“we”). The service is offered exclusively to businesses, self-employed persons and organisations, not to consumers. Any differing terms of the Customer apply only if we agree to them in writing.
2. Description of services
Piketto is an AI-powered phone assistant. Within the scope of the selected subscription, we provide in particular:
- a Swiss telephone number to which the Customer can forward calls from their existing number;
- call answering in German, French, Italian and English; Swiss German is generally understood, and if unsure the assistant asks the caller to repeat or simply takes a message;
- answers to questions based on the information provided by the Customer, and capture of callers’ requests, callback requests and appointment requests;
- transfer of urgent calls to a number specified by the Customer;
- summaries by email and SMS, and a dashboard with transcripts.
We continually develop the service and may change individual features provided that the contractually agreed core scope is maintained.
3. Conclusion of the contract and trial period
The contract is concluded upon registration. Setup and testing in the browser are free of charge. When activating the telephone number, the Customer provides a payment method; the first 14 days are free. Unless the Customer cancels before the trial period ends, the contract converts into a paid monthly subscription. The trial period is granted once per Customer.
4. Duration and termination
The subscription runs for an indefinite period and renews each month. Either party may cancel at any time with effect from the end of the current billing period; the Customer can do so directly in the dashboard. Base fees already paid are not refunded on a pro rata basis. Annual subscriptions are subject to the duration and payment arrangements agreed in the quotation.
The right to terminate without notice for good cause remains reserved, in particular in the event of a serious breach of these Terms of service or overdue payment despite a reminder. We may temporarily suspend the service in the event of unlawful use or overdue payment.
5. Prices and payment
- The base fee is CHF 299.– per month and includes 1'000 minutes of connected call time per billing month.
- Additional call time is charged at CHF 0.29 per minute, calculated to the second.
- Call time is the time during which the phone assistant is connected to callers by telephone. Browser tests are not charged. Unused minutes expire at the end of the billing month.
- All prices are in Swiss francs, excluding value added tax (8.1 %), which is charged in addition.
- The base fee is payable monthly in advance; additional usage is payable monthly in arrears. Payment is made through our payment provider.
- Charges incurred by the Customer with their own telephone provider, in particular for call forwarding, are not included.
We will notify the Customer of price changes by email at least 30 days in advance. If the Customer does not agree, they may terminate with effect from the date the changes take effect.
6. Customer obligations
- The Customer provides accurate, complete and up-to-date information about their business and regularly checks the answers given by their phone assistant.
- The Customer informs callers in their own privacy policy about the use of the phone assistant, the processing of call data and disclosure to us as a processor.
- The Customer uses the service only lawfully — in particular, not for unsolicited advertising, deception, processing data without a legal basis or breaching professional secrecy — and complies with applicable professional and industry rules.
- A separate written agreement is required before use by businesses subject to professional secrecy or processing health data.
- The Customer is responsible for setting up call forwarding with their telephone provider and for ensuring that the call transfer number can be reached.
- The Customer keeps login credentials confidential and is responsible for actions taken within their account.
7. Limitations of artificial intelligence
The phone assistant uses artificial intelligence. It may misunderstand callers, capture information incompletely or give incorrect answers. The Customer checks summaries and confirms appointments themselves; the phone assistant accepts appointment requests but does not make binding bookings.
The phone assistant does not provide medical, legal, tax or other professional advice. It is not an emergency service: in life-threatening emergencies, it directs callers to the emergency number 144 (or 117 or 118, as appropriate). The Customer must not use the service as a substitute for an emergency or on-call service with a guaranteed response time.
8. Availability
We operate the service with due care and aim for high availability around the clock. We cannot guarantee uninterrupted availability, as the service depends on telecommunications networks and third-party providers. Where possible, we carry out scheduled maintenance outside normal business hours. If the phone assistant cannot be reached, what happens next to a forwarded call depends on the configuration used by the Customer and their telephone provider.
9. Liability
Our liability is unlimited for damage caused intentionally or through gross negligence, and for personal injury. Otherwise, to the extent permitted by law (Art. 100 CO), our liability is limited to the amount the Customer paid us in the twelve months preceding the event giving rise to the damage.
To the extent permitted by law, liability for slight negligence is excluded in respect of indirect and consequential losses, lost profits, lost business, unanswered calls or incorrectly captured calls, and damage resulting from disruptions to telecommunications networks, third-party providers or force majeure. We are liable for the conduct of auxiliary persons to the same extent as for our own conduct.
10. Data protection
Where we process the personal data of the Customer’s callers on the Customer’s behalf, we do so as a processor under the Data processing agreement, which forms part of these Terms of service. Our Privacy policy applies to the processing of customer data.
11. Rights in the service
All rights in the software, design and documentation of Piketto remain with us or our licensors. For the duration of the contract, the Customer receives a non-transferable, non-exclusive right to use the service for their own business purposes. The content provided by the Customer and their call data remain under their control.
12. Changes to the Terms of service
We may amend these Terms of service. We will notify the Customer of changes by email at least 30 days before they take effect. If the Customer does not object before the changes take effect or continues to use the service thereafter, the changes are deemed accepted. In the event of an objection, either party may terminate with effect from the date the changes take effect.
13. Governing law and jurisdiction
Swiss law applies exclusively, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods (CISG). The courts at the operator’s registered office have exclusive jurisdiction. If any provision is invalid, the validity of the remaining provisions is unaffected.