terms of use

1. about donna & this agreement

donna is a bilingual (english + spanish) ai phone receptionist for small businesses, operated by msp ar llc, a company based in florida, usa ("donna," "we," "us," "our").

these terms of use (the "terms") are a legal agreement between us and you — the business owner or authorized representative who signs up for or uses the service ("you," "your"). by checking the box, clicking to pay, or using the service, you confirm you have read and understood these terms and you agree to them and to our privacy practices. if you do not agree, do not use the service.

2. what donna does

donna answers your business phone with an ai voice receptionist so you don't miss calls. depending on your settings, it can: answer in english or spanish and match the caller's language; greet callers as your business and introduce itself by a receptionist name; ask for and confirm the caller's name, phone number, and service address; answer questions about the services, prices, and hours you provide; book, reschedule, or take messages for appointments; send text messages such as your price list/menu and appointment confirmations; transfer or forward calls to a person when needed; and log every call, transcript, lead, and booking in your dashboard.

to do this, donna connects your phone number to ai and telephone systems and relies on third-party providers for telephone service, speech-to-text, language models, text-to-speech voices, calendars, and payments. donna is automated software, not a human employee, and like any software — and any ai — it can make mistakes, mishear, or be unavailable.

3. a new and evolving product

donna is a new and rapidly evolving product. features may be added, changed, limited, or removed at any time, and the service is updated often. we may offer the service, or parts of it, as a beta or trial. you should not rely on any single feature being permanent.

4. eligibility & your account

you must be at least 18 years old and an owner or authorized representative of the business you sign up. you agree to give accurate, current information and keep it updated, and to keep your login secure. you are responsible for everything done under your account.

you are responsible for the services, prices, hours, transfer numbers, and instructions you configure — the ai only says what you set up, plus what your callers tell it. review your settings before going live.

5. no guarantees — service provided “as is”

we do not guarantee anything about results. we do not guarantee that the ai will answer every call, understand callers correctly, capture names, numbers, or addresses correctly, book or reschedule appointments correctly, send every text, avoid mistakes, be available without interruption, or produce any particular outcome, revenue, number of calls, leads, bookings, or customers for your business.

the ai can mishear, misunderstand, give wrong or incomplete information, or miss details. you are responsible for reviewing your leads, bookings, messages, and recordings and for confirming details directly with your customers. do not rely on donna as your only record or only point of contact.

6. not for emergencies

the service is not for emergencies or for urgent, safety-critical, medical, financial, or legal needs. do not rely on it to reach 911 or any emergency, crisis, or urgent-care service. it may be delayed or unavailable at any time.

7. your content & the license you give us

you keep ownership of your business information, menus, customer lists, call recordings, and other content you provide or that the service generates for you ("your content"). you grant us a worldwide, non-exclusive license to host, copy, process, transcribe, analyze, and display your content as needed to operate, secure, support, and improve the service.

you represent that you have all rights and permissions needed to give us your content and to have your calls and messages handled, recorded, and transcribed as described.

8. acceptable use

you will use the service only for lawful business purposes. you will not use it to harass, defraud, unlawfully deceive, spam, impersonate, or harm anyone, to handle calls or messages you are not authorized to handle, or in any way that violates the law, carrier rules, or the rights of others. we may suspend or limit the service if we reasonably believe it is being misused.

9. telephone, texting & recording — your legal responsibility

you are the party responsible for the calls and text messages handled through your account. you are solely responsible for complying with all laws and carrier rules that apply, including the telephone consumer protection act (tcpa), do-not-call rules, sms/mms and a2p 10dlc registration and consent rules, and call-recording and wiretap laws (some states and countries require all parties to consent to recording).

you must obtain any consent your callers and message recipients require and give any disclosures the law requires. donna provides tools — not legal advice, and not a guarantee of compliance. compliance is your responsibility.

10. recordings, data & privacy

to provide the service we collect, record, transcribe, store, and process phone calls, voicemails, text messages, caller names, phone numbers, addresses, appointment details, and related information, using us and our third-party providers. by using the service you authorize this and confirm you have the authority and any required consent to have these communications handled, recorded, and transcribed on your behalf.

for your customers' personal information, you are responsible for the notices, consents, and choices the law requires. how we handle personal information is described in our privacy policy.

data retention: if your account is cancelled or deleted, we may keep an archived copy of your business data and records for our own legitimate purposes — including backups, security, fraud prevention, legal compliance, and so we can restore your account if you come back. we are not required to delete it, and it may persist after your live account is removed.

11. third-party services

the service depends on third parties, including telephone carriers, ai/voice/language providers, calendar and crm providers, messaging providers, and stripe for payments. these have their own terms, can change, and can fail. we are not responsible for third-party outages, errors, delays, charges, data practices, or changes, and we do not control their availability.

12. fees, billing & renewal

the service is sold as a recurring monthly subscription in u.s. dollars, billed in advance through stripe. your subscription renews automatically each month and your saved payment method is charged for each renewal until you cancel. prices and plan features may change with reasonable notice, with the new price applying to your next renewal.

you are responsible for applicable taxes and for any telephone, messaging, or usage charges. if a payment fails, we may retry it, suspend the service, or end it. except where the law requires otherwise, all payments are non-refundable, including for partial periods, unused time, or features you did not use.

13. discounts & promotions

from time to time we may offer discounts, promotional pricing, or save offers (for example, a discount for staying when you begin to cancel). unless we state otherwise, these are one-time, apply to a single billing period, cannot be combined, have no cash value, and are offered at our discretion. we may change or end any promotion at any time.

14. cancellation

you can cancel anytime from your dashboard under settings → cancel membership. cancelling stops the next renewal; your service continues until the end of the current paid billing period, and we do not give prorated refunds for the remainder of that period. you can also reach customer service to cancel or for help at support@msparllc.com or by calling 786-833-4076.

15. suspension & termination

we may suspend, limit, or end your access — with or without notice — for non-payment, suspected fraud or abuse, unlawful use, risk to the service or others, or breach of these terms. you may stop using the service at any time. when access ends, your right to use the service ends, and we may delete your data after a reasonable period, subject to law.

16. disclaimers — no warranty

to the fullest extent permitted by law, the service is provided “as is” and “as available,” with all faults and without warranties of any kind, whether express, implied, or statutory — including any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, or that the service will be uninterrupted, secure, timely, or error-free. no advice or information you get from us creates any warranty.

17. limitation of liability

to the maximum extent allowed by law, msp ar llc and its owners, staff, and providers are not liable for any indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost calls, lost customers, lost bookings, business interruption, or lost or inaccurate data, arising from or related to the service — even if we were advised such damages were possible. our total liability for any and all claims is limited to the amount you actually paid us in the one (1) month before the event giving rise to the claim. some places do not allow certain limits, so parts of this may not apply to you.

18. indemnification

you agree to defend, indemnify, and hold harmless msp ar llc and its owners, staff, and providers from any claims, damages, fines, losses, or costs (including reasonable legal fees) arising from your use of the service, your content, your customers and callers, your settings or instructions, or your violation of these terms or of any law.

19. changes to these terms

we may update these terms from time to time. if we make material changes we will take reasonable steps to let you know, such as by email or a notice in your dashboard. changes take effect when posted, and by continuing to use the service after that you accept the updated terms.

20. governing law & disputes

these terms are governed by the laws of the state of florida, usa, without regard to its conflict-of-law rules. before bringing any claim, you agree to first contact us at support@msparllc.com so we can try to resolve it informally. any dispute that is not resolved will be handled exclusively in the state or federal courts located in florida, and you consent to their jurisdiction.

21. contact

questions, help, or cancellations: msp ar llc · donna · support@msparllc.com · 786-833-4076.