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Terms and Conditions of Use

Last updated: April 12, 2026

1. Definitions

  • Service: the Linia Directa platform (liniadirecta.ro), including the AI virtual receptionist, appointment management features, the dashboard, and all related components.
  • Provider: Digital Leadership SRL, CUI 38585123, J2017006715126, registered at Strada Viorelelor 17A, Dezmir, Cluj County, 407039, Romania.
  • Client: the legal entity or authorized individual who creates an account on the platform and subscribes to the Service (business owner, branch location, etc.).
  • End user / Caller: the individual who calls the Client's phone number and interacts with the virtual assistant.
  • Virtual assistant: the AI-powered conversational agent that answers phone calls on behalf of the Client.

2. Description of the Service

Linia Directa provides an AI-powered virtual assistant service designed for any business that needs to manage inbound phone calls and client communications.

The Service includes:

  • Automated answering of inbound calls on a dedicated phone number
  • Appointment management (creation, modification, cancellation)
  • Transfer to a human receptionist upon the caller's request
  • Dashboard with call and appointment statistics
  • Call transcriptions and summaries
  • Google Calendar synchronization (optional)
  • Email notifications (daily summary, new appointments)

3. Account Creation and Access

To use the Service, the Client must create an account by providing a valid email address and a password. The Client is responsible for:

  • The accuracy of the information provided during registration
  • Keeping login credentials confidential
  • All activity conducted through their account

Each account corresponds to a single business location. Separate accounts are required for multiple locations.

4. Client Obligations

The Client agrees to:

  • Provide accurate and up-to-date information about their business (hours, services, team)
  • Inform their callers or end customers that calls are handled by an AI-powered virtual assistant, that calls are recorded and processed automatically, and to ensure adequate disclosure in accordance with Art. 13-14 GDPR, Art. 50 of Regulation (EU) 2024/1689 (AI Act), and Art. 4 of Romanian Law 506/2004
  • Not use the Service for illegal activities or activities that infringe on the rights of third parties
  • Periodically verify the accuracy of appointments created by the virtual assistant
  • Comply with data protection legislation (GDPR) as the controller of their callers' personal data
  • Not attempt to access or modify the data of other platform clients
  • Maintain a privacy policy of their own that identifies Linia Directa (Digital Leadership SRL) as a processor for the processing of caller or end customer data through the virtual assistant
  • If the Google Calendar integration is enabled, inform callers or end customers in their own privacy policy that appointments are automatically synchronized with Google Calendar

4.1. Ethical Use and Prohibited Activities

The Client agrees to use the virtual assistant solely for the purpose declared during configuration (information, appointments, call transfer). The following uses are strictly prohibited:

  • Impersonation of public institutions: configuring the assistant to pose as a representative of a government agency, law enforcement, tax authority, public hospital, or any entity other than the Client's own business
  • Telemarketing and unsolicited calls: using the Service to make unsolicited promotional calls, aggressive sales pitches, or phone spam
  • Collection of sensitive data: configuring the assistant to request national identification numbers, ID card details, bank card data, passwords, or other special categories of data within the meaning of Art. 9 GDPR
  • Manipulation and deception: using the assistant to emotionally manipulate vulnerable individuals, promise guaranteed outcomes (cures, winnings, etc.), or provide false information
  • Discrimination: configuring the assistant to treat callers differently based on race, gender, religion, sexual orientation, ethnicity, disability, or any other criterion protected by anti-discrimination legislation (Romanian OG 137/2000, Directive 2000/43/EC)
  • Illegal content: generating sexual, violent, or hateful content, or content that violates applicable criminal law
  • Circumventing safety mechanisms: inserting instructions in configuration fields (custom prompt, greeting message) designed to override or bypass the safety rules built into the system

Violation of any of the above constitutes grounds for immediate termination of the Service without prior notice and without refund of any fees paid. The Provider reserves the right to report illegal use to the relevant authorities.

4.2. EU AI Act Compliance (Regulation (EU) 2024/1689)

The virtual assistant provided through the Service is classified as an AI system with limited risk under Art. 6 and Annex III of Regulation (EU) 2024/1689 (AI Act). The Client acknowledges and accepts the following obligations:

  • Transparency (Art. 50): The virtual assistant automatically informs callers at the beginning of each conversation that: (a) they are speaking with an AI-based system, (b) the conversation is being recorded, and (c) the voice they hear is artificially generated. The Client shall not disable, alter, or omit these notifications.
  • Right to a human operator (Art. 14, GDPR Art. 22): The caller may request transfer to a human operator at any time. The transfer module is permanently enabled and cannot be deactivated. The Client agrees to provide a valid phone number for transfers and to ensure the availability of a human operator during declared business hours.
  • Internal registry (Art. 26.1): The Client, as a deployer of an AI system, is responsible for maintaining an internal registry of AI system usage in accordance with the requirements applicable to the relevant risk category.
  • AI Literacy (Art. 4): The Client agrees to ensure that their staff who interact with or oversee the virtual assistant have an adequate level of knowledge about how AI systems work and their limitations.

5. Personal Data Processing and DPA

The processing of personal data is governed by the platform's Privacy Policy, which forms an integral part of these Terms and Conditions.

The Client acknowledges and accepts that, in relation to their callers or end customers, the Client is the controller of personal data, and Linia Directa acts as a processor, processing data solely in accordance with the Client's instructions and for the purpose of providing the Service.

By accepting these Terms and Conditions, the Client also accepts the Data Processing Agreement (DPA), available at liniadirecta.ro/dpa, which details:

  • The subject matter, duration, and nature of the processing
  • The types of personal data and categories of data subjects
  • The Provider's obligations as processor (security, confidentiality, breach notification)
  • The list of sub-processors and the procedure for approving changes
  • The Client's right to audit
  • The obligation to delete or return data upon termination of the contract

Indemnification clause:The Client agrees to indemnify the Provider against any damages resulting from the Client's failure to comply with its GDPR obligations as the controller of its callers' data.

6. Billing and Payments

  • The Service is provided on a monthly subscription basis, payable in advance.
  • Payments are processed exclusively through Stripe. We do not accept cash or direct bank transfer payments.
  • Prices are listed in EUR and do not include VAT, where applicable.
  • Subscriptions renew automatically at each billing period unless the Client cancels.
  • Invoices are available through the Stripe billing portal, accessible from the dashboard.
  • In the event of non-payment, access to the Service may be suspended after a 7-day grace period.
  • Current pricing is available on the platform's pricing page. The Provider may change prices with 30 days' prior notice. Updated prices take effect at the start of the next billing period.

7. Service Availability

The Provider makes reasonable efforts to ensure continuous availability of the Service (best effort). However:

  • No specific uptime level (SLA) is guaranteed in the absence of a separate agreement
  • The Service may be temporarily unavailable for scheduled maintenance, with at least 24 hours' prior notice
  • The Provider is not liable for outages caused by third parties (infrastructure providers, telecom operators, cyberattacks)

8. Intellectual Property

  • The Linia Directa platform, including its source code, design, algorithms, and documentation, is the exclusive property of Digital Leadership SRL.
  • The Client receives a limited, non-exclusive, and non-transferable license to use the Service for the duration of their subscription.
  • Content provided by the Client (business data, configurations) remains the Client's property.
  • The Client may not copy, modify, reverse-engineer, or redistribute any component of the platform.

9. Limitation of Liability

  • The virtual assistant is an AI tool and may generate inaccurate or inappropriate responses in certain situations. The Provider does not guarantee 100% accuracy of generated responses.
  • The Provider is not responsible for decisions made based on information conveyed by the virtual assistant.
  • The Provider's total liability is limited to the subscription fees paid by the Client in the preceding 3 months.
  • The Provider is not liable for indirect damages, lost profits, or consequential damages.
  • The Client is responsible for verifying appointments created by the virtual assistant and for properly informing their callers.

10. Account Termination

  • By the Client: The Client may cancel their subscription at any time from the dashboard or through the Stripe Portal. The Service remains active until the end of the current billing period.
  • By the Provider: The Provider may suspend or terminate the account in the event of:
    • Breach of these Terms and Conditions
    • Non-payment for 30 days
    • Use of the Service for illegal purposes
  • Following termination, the Client has 30 days to export their data. After this window, the account and configuration data are permanently deleted. Call transcripts follow the retention policy set out in the Privacy Policy: 12 months from the call date, after which they are automatically anonymized. Backups are deleted within 90 days at the latest.

11. Force Majeure

Neither party shall be liable for failure to perform its obligations due to force majeure events (natural disasters, pandemics, war, embargoes, widespread internet or power outages), provided that the other party is notified within 5 business days.

12. Changes to these Terms

The Provider reserves the right to modify these Terms and Conditions. Changes will be communicated by email at least 15 days before they take effect. Continued use of the Service after that period constitutes acceptance of the updated terms.

13. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of Romania. Any dispute arising from or in connection with this agreement shall be resolved amicably. If the parties are unable to reach an agreement, the dispute shall be settled by the competent courts of Cluj-Napoca, Romania.

If the Client qualifies as a consumer under Romanian OG 21/1992, they may file a complaint with ANPC (the National Authority for Consumer Protection) or resort to alternative dispute resolution.

14. Contact

For any questions regarding these terms:

  • Email: contact@liniadirecta.ro
  • Provider: Digital Leadership SRL, CUI 38585123, J2017006715126
  • Address: Strada Viorelelor 17A, Dezmir, Cluj County, 407039, Romania