Terms of Service — dareena.ai

Agreement

By creating an account or using dareena.ai ("the service"), you agree to these Terms of Service. The service is operated by dareena.ai, a New Zealand–based company.

The service

dareena.ai provides AI-powered call handling for small businesses. We assign you a NZ phone number and deploy a custom AI agent that answers calls on your behalf — conducting conversations, answering questions using your knowledge base, transferring calls, and capturing callbacks. Calls are recorded, transcribed, and summarised using AI. Notifications are delivered via SMS, email, and push.

Accounts

You must provide accurate information when creating an account. You are responsible for maintaining the security of your account credentials. One account per business unless agreed otherwise.

Team access

Account owners may invite additional team members to access the account. Owners are responsible for all activity by members they invite, including any configuration changes or data accessed. Owners can remove team members at any time from the portal. Team members receive call notifications but cannot modify billing or account settings.

Free trial

New accounts receive a 7-day free trial with full access. No credit card is required to start. At the end of the trial, you must subscribe to continue using the service.

Pricing & billing

All prices are in New Zealand Dollars (NZD) and are exclusive of GST unless stated otherwise
Plans, pricing, and what is included may change from time to time — we will notify you before any price change affects your service

Call recording & consent

The service records and transcribes all inbound calls handled by your AI agent. Recordings are processed by AI to generate transcripts, summaries, and conversation analysis.

You acknowledge that you are the agency responsible under Information Privacy Principle 3 of the Privacy Act 2020 for ensuring callers are aware their personal information is being collected, recorded, and processed during calls. dareena.ai supports this obligation by providing configurable disclosure options in your AI agent's greeting (recording disclosure and AI identification), which you can enable in the portal. You are responsible for choosing whether to enable these disclosures and for any other steps required to inform callers in accordance with applicable law.

Knowledge base & content

You may provide knowledge base content (articles, FAQ entries, business information) that your AI agent uses during calls. You are responsible for the accuracy of this content. We process it solely to deliver the service and do not use it for any other purpose.

Your knowledge base content, call recordings, and transcripts belong to you. We claim no ownership of your data.

Connected integrations

You may choose to connect third-party accounts (such as Google Calendar, Google Sheets, or Trello) to extend what your AI agent can do during calls. These connections are entirely optional and are initiated by you through the Connections page in your portal.

When you connect a third-party service:

You authorise dareena.ai to access that service on your behalf via OAuth
You control which service is connected and how your AI agent uses it through your configuration and prompt
Your AI agent may read data from and write data to the connected service during calls — for example, checking calendar availability, booking appointments, or logging caller details to a spreadsheet
Caller-provided information (such as name, phone number, and reason for calling) may be written to your connected accounts as part of normal operation
You can disconnect any integration at any time, which immediately stops all access

You are the data controller for information that your AI agent writes to your connected third-party accounts. You are responsible for ensuring your use of connected integrations complies with applicable privacy laws, including informing callers about how their information may be stored. dareena.ai is not responsible for data held in your own third-party accounts after it has been written there at your direction.

AI agent behaviour

Your AI agent operates based on your configuration (persona, greeting, transfer rules, knowledge base, connected integrations). While we work to ensure accurate and appropriate agent behaviour, AI systems can produce unexpected responses. You acknowledge that:

The AI agent may occasionally provide incorrect or incomplete information to callers
Transfer and callback decisions are made by the AI based on your configuration and caller intent
Data written to connected integrations is based on the AI's interpretation of caller conversations and may contain inaccuracies
You are responsible for reviewing call transcripts and following up on callbacks

Acceptable use

You agree not to:

Use the service for any unlawful purpose
Attempt to reverse-engineer, disrupt, or interfere with the service
Use the service to make or receive emergency calls (111)
Configure your AI agent to make false, misleading, or deceptive statements
Resell access to the service without a wholesaler agreement with dareena.ai

Partner access

dareena.ai offers a partner programme that allows approved partners to resell the service under their own brand. Partner access is governed by a separate agreement. If you are interested in becoming a partner, contact us at partner@dareena.ai.

Availability

We aim for high availability but do not guarantee uninterrupted service. We are not liable for missed calls or failed transfers resulting from service outages, network issues, or force majeure events.

Data & privacy

Your use of the service is also governed by our Privacy Policy. We process call data, knowledge base content, and connected integration data solely to provide the service and do not sell personal information.

Service provider relationship

You appoint dareena.ai as your service provider under section 11 of the Privacy Act 2020 in respect of caller personal information processed by your AI agent. This means:

dareena.ai processes caller information on your behalf and in accordance with your instructions, which you express through your AI agent configuration, knowledge base, connected integrations, and disclosure settings
dareena.ai will not use caller information for its own purposes other than as necessary to deliver, maintain, secure, and improve the service to you
dareena.ai will not disclose caller information to any third party other than the sub-processors listed at dareena.ai/legal/subprocessors, except where required by New Zealand law
You remain the agency responsible to callers under New Zealand privacy law for the personal information your AI agent collects from them, including obligations under Information Privacy Principles 1 to 4 of the Privacy Act 2020
dareena.ai will reasonably assist you in responding to caller access, correction, or deletion requests, and will pass through to you any such requests received directly

This service-provider arrangement is intended to support both parties in meeting their obligations under the Privacy Act 2020, including the indirect-collection notification requirements introduced by Information Privacy Principle 3A from 1 May 2026.

Third-party services

The service relies on third-party providers for AI processing, voice synthesis, payment processing, SMS delivery, authentication, and integration connectivity. A full list of providers is available at dareena.ai/legal/subprocessors. Your use of the service is subject to these providers' terms and availability.

When you connect third-party accounts (such as Google Calendar or Google Sheets), your use of those services remains subject to those providers' own terms of service. dareena.ai's use of Google user data adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Intellectual property

The service, including its design, code, and branding, is owned by dareena.ai. Your call data, knowledge base content, and agent configuration belong to you. We claim no ownership of your recordings, transcriptions, or business content.

Limitation of liability

To the maximum extent permitted by New Zealand law, dareena.ai is not liable for indirect, incidental, or consequential damages arising from your use of the service, including but not limited to losses resulting from AI agent behaviour, missed calls, failed transfers, inaccurate information provided by the AI to callers, or data written to connected third-party accounts by the AI agent. Our total liability is limited to the fees you have paid in the 12 months preceding the claim.

Changes to these terms

We may update these terms from time to time. We will notify you of material changes via email. Continued use of the service after changes take effect constitutes acceptance.

Governing law

These terms are governed by the laws of New Zealand. Any disputes will be resolved in the courts of New Zealand.

Contact

For general questions, email us at support@dareena.ai. For privacy-related queries, contact our Privacy Officer at privacy@dareena.ai.