Terms of Service

These Terms of Service are between the Customer and [Legal entity name — to be confirmed], operating as Plume Pax. They apply to the Plume Pax website at plumepax.com, the Plume Pax app at app.plumepax.com and the service.

These terms are a draft and are not yet in effect. When final terms are issued, a person accepting them for a business must have authority to bind that business. A signed order form or other written agreement will take priority where it expressly conflicts with these terms.

• Customer means the airline or company using or purchasing the Service.
• Service means the Plume Pax AI voice service, website, related interfaces and supporting features made available under an agreement.
• Caller means a person whose call is handled through the Service on behalf of a Customer.
• Customer Data means information submitted to, transmitted through or generated for the Customer's use of the Service, including policies, flight data, transcripts, call records and booking details.
• Order Form means a proposal, ordering document or other written agreement that states commercial terms.
• AI Output means text, speech, classifications, summaries or other responses produced by automated systems in the Service.

The Service is an AI voice assistant designed to answer airline customer calls about baggage and policies, provide flight status and schedule information, support booking changes after caller verification, and hand calls to a human agent when needed.

The product is in development and currently runs on sample data. Scope, availability, implementation, support and any integrations will be defined separately with each Customer. Features identified as preview, pilot or evaluation features may be incomplete, change or be withdrawn.

The Customer must provide accurate, complete and current policies, fare rules, baggage information, flight and schedule data, escalation instructions and other operational information needed by the Service. The Customer is responsible for reviewing that information and correcting errors promptly.

The Customer is responsible for providing caller notices and obtaining consents required where it operates, including requirements relating to AI disclosure, call transcription, recording, communications and the processing of passenger or booking information.

• Authorise only appropriate personnel to configure or access the Service and protect their credentials.
• Use the Service and AI Output only in compliance with applicable law and the Customer's duties to callers.
• Maintain trained staff and workable procedures for human handoff, escalations and operational exceptions.
• Do not use the Service for emergency communications or represent it as an emergency service.

The Customer must not use the Service in a way that is unlawful, harmful, deceptive, abusive or likely to compromise the safety, security or rights of another person.

• Do not use the Service for unsolicited outbound calling, spam, harassment or unlawful surveillance.
• Do not submit data the Customer is not authorised to process or instruct the Service to mislead callers.
• Do not interfere with the Service, bypass security controls, evade limits or attempt unauthorised access.
• Do not reverse engineer or scrape the Service except where applicable law expressly permits it.
• Do not resell or sublicense the Service without our written permission.

AI Output may be inaccurate, incomplete, delayed or unsuitable for a caller's circumstances. Speech recognition may misunderstand a caller, and source policies or flight data may be incomplete or out of date.

The Customer must decide which requests the Service may handle and which require a human. The Customer must maintain a suitable handoff path and must not rely on the Service for emergencies, safety-critical decisions or any task outside the agreed scope.

We do not guarantee that every call will be answered, every statement will be correct, every requested change will complete or every handoff will succeed. Communications networks and service providers may also experience interruptions.

Fees, usage allowances, taxes, invoicing, payment dates and other commercial terms apply only as stated in a separate Order Form or other written agreement with the Customer. No fee is created by these draft terms alone.

The Customer retains its rights in Customer Data. The Customer grants us a limited right to host, transmit, copy and otherwise process Customer Data only as needed to provide, secure and support the Service, follow the Customer's instructions and comply with law.

The Customer confirms it has the rights and lawful basis needed to provide Customer Data and instruct its processing. Our handling of personal data is further described in the Privacy Policy and any applicable data-processing agreement.

The Service, software, interfaces, workflows, documentation and the Plume Pax name and brand are owned by us or our licensors. Except for the limited right to use the Service during an applicable agreement, no intellectual-property rights are transferred to the Customer.

If the Customer provides feedback, it permits us to use that feedback to improve the Service without restriction or payment, provided we do not identify the Customer publicly without permission.

Each party may receive non-public business, technical or commercial information from the other. The receiving party will use it only to perform or receive the Service, protect it with reasonable care and disclose it only to people and providers who need it and are required to protect it.

These obligations do not cover information lawfully known without restriction, independently developed, received lawfully from another source or made public without breach. A party may disclose information when legally required, with notice where permitted.

The applicable Order Form or written agreement will state the service term and termination rights. Either party may terminate for a material breach that is not cured within the agreed cure period. We may suspend the Service when reasonably necessary to address unlawful use, a security threat, material harm or non-payment under an applicable agreement.

When the agreement ends, access to the Service ends. Return or deletion of Customer Data will follow the applicable agreement, the Customer's lawful instructions and legal requirements.

Any warranties will be stated in the final agreement. To the fullest extent permitted by law and except as expressly agreed in writing, preview or evaluation versions are provided as is and as available, without a promise of uninterrupted or error-free operation.

[Liability allocation, exclusions and any financial cap are to be confirmed in the final Customer agreement.]

Nothing in the final terms will exclude or limit liability to the extent that doing so is prohibited by applicable law.

Website content and replies from the website assistant are provided for general information only. They are not legal, financial or professional advice and do not create a binding offer, service commitment or amendment to a Customer agreement.

The governing law, courts and dispute process are [Governing law and courts — to be confirmed]. These details must be completed in the final terms before they take effect.

We may update these draft terms before launch. Once final terms take effect, the applicable agreement will explain how material changes are communicated and accepted.

The final terms, together with the applicable Order Form and incorporated policies, will form the agreement for the Service. Any rules on assignment, notices, force majeure, severability, waiver and order of precedence will be set out in that final agreement.

Questions about these terms can be sent to support@plumepax.com.