These terms are the agreement between Canto and the company whose name is on the account. They apply from the moment somebody at that company opens a workspace, including on the free trial.
If you signed a separate order form or an enterprise agreement with us, that document governs where the two disagree, and everything it does not mention still comes from here. The privacy notice covers data and is part of this agreement by reference.
Whoever accepts these terms confirms they may bind the company they name. If that is not you, do not open the workspace.
The agreement
Canto provides voice and chat agents that answer conversations on your behalf, across phone, web chat, WhatsApp, SMS and email, in more than forty languages.
We give you a nonexclusive, nontransferable right to use the product for your own business for as long as the account is in good standing. You give us the right to process your content only so far as running that service requires.
We may change how the product works, and we do most weeks. A change that removes something you depend on, or that breaks an integration you have built, is announced at least ninety days before it happens. Everything else shows up in the changelog with the date it shipped.
Your account
One workspace belongs to one company. The people in it are yours to add, remove and set permissions for, and everything they do counts as done by you.
Keep credentials to yourself. Single sign-on and directory provisioning are available on the plans that include them, and we would rather you used them.
Tell us promptly if you think an account has been taken. We will help you close it, and the workspace’s audit log will show what happened while it was open.
You must be a company, and the person accepting must be over eighteen. Canto is not sold to consumers and is not designed for anyone under sixteen to use.
We may suspend an account without notice if it is being used to attack the service or anyone on it. We will tell you why the same day, and we will put it back as soon as it is safe to.
What you may use it for
Answering your own customers, on channels you control, about a business you actually run. That is the whole of the license.
You may not use Canto to place unsolicited outbound calls or messages, to impersonate a person or an organization you are not, to run a service that competes with ours, to resell agent capacity to someone we have no agreement with, or to work around a rate limit, an allowance or a security control.
Telling people what they are talking to
You must tell customers that they are speaking to an automated agent, in the first turn, in the language of the conversation. The product does this by default and you may change the wording, but you may not switch it off. Where the law requires consent before recording, getting it is yours to do, and the product provides the turn to do it in.
You are responsible for the knowledge you connect and the workflows you draw. If your own documents are wrong, the agent will confidently repeat them.
What the agent will not do
Every deployment ships with the same guardrails, and they are a term of this agreement rather than a setting you can talk us out of.
The agent never reads a full card number back, never quotes a price your catalog does not carry, never gives medical, legal or financial advice, never invents a policy where the knowledge holds no source, and never argues past two negative turns without handing the thread to a person. The guardrails are set out on the product page.
You may make the guardrails stricter for your own workspace. You may not make them looser, and you may not deploy an agent that presents itself as a human being.
Your content stays yours
Your knowledge, your workflows, your transcripts and your customers’ words belong to you. We claim no ownership of any of it.
We process it as your processor, on your instructions, to run the service and to support it. We do not train shared models on it and we do not pool it with another customer’s. The privacy notice sets out the detail, including retention and the subprocessor list.
The product itself, the interface, the models we build and everything we learn about running a system like this stay ours. Aggregate figures with no customer content in them, of the kind published on this site, are ours to use.
You can export your conversations and your configuration at any time while the account is open, and for thirty days after it closes.
Plans, and what they cost
Launch is $79 a month for two agents and 1,000 conversations. Scale is $249 a month for ten agents and 10,000. Enterprise is quoted on volume.
A conversation is one thread with one customer, from the first word to the last, whatever channel it starts on and however many turns it takes.
Every conversation past the allowance is $0.012 and lands on the same monthly invoice. Nothing is throttled and nothing stops.
Invoices are issued monthly in arrears and are due inside fourteen days. Prices are exclusive of tax.
Moving up a plan takes effect at once and is prorated. Moving down takes effect on the next cycle.
We may change list prices with sixty days of notice, and a change never applies inside a term you have already paid for. Every price and every limit is on the pricing page.
The trial, and leaving
Every plan has a fourteen-day trial, with no card, and it does not turn into a paid plan on its own.
At the end of the fourteen days the workspace pauses until somebody chooses a plan. Nothing is charged and nothing is deleted for thirty days, so a trial you forgot about costs you nothing and loses you nothing.
A paid plan is canceled from the dashboard, by the account administrator, at any time. Canceling stops the next invoice. We do not refund the current month, because the service ran, and we do not make you write to a person to leave.
Uptime, and what we owe you
We commit to 99.98% monthly availability on the Enterprise plan, measured on the conversation path rather than on a status page.
If we miss it, the credit is automatic and appears on the next invoice: 10% of the monthly fee below the commitment, 25% below 99.5%, and 50% below 99%. You do not have to notice, and you do not have to ask.
Planned maintenance is announced seventy-two hours ahead, runs outside your workspace’s business hours, and does not count against the number. Incidents are written up publicly within five business days, including the ones nobody outside the company noticed.
Support is answered around the clock on every paid plan.
What we do not promise
The agent is a language system. It is very good and it is not infallible, and a term that pretended otherwise would be a term neither of us believed.
We do not warrant that every answer is correct, that the service is free of errors, or that it fits a purpose you have not told us about. What we do commit to is on this page and in the guardrails, and those commitments are real.
Neither of us is liable to the other for indirect or consequential loss, or for lost profit, revenue or goodwill. Our total liability in any twelve-month period is capped at the fees you paid us in that period. Nothing in this section limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited.
Neither of us is in breach for a failure caused by something genuinely outside our control, provided we say so promptly and work to fix it.
Ending it, and the law
You may leave at any time from the dashboard. We may end the agreement on thirty days of notice, or immediately if you materially breach it and do not fix the breach inside fourteen days of being told.
When it ends: your access stops at the end of the paid period, your export stays available for thirty days, and conversation content is deleted on the schedule in the privacy notice. Any invoice already issued is still payable.
The law that applies
These terms are governed by the law of Portugal, and the courts of Lisbon have exclusive jurisdiction. If you are established in Canada or the United States we will not object to proceedings in the courts of Ontario instead.
If one part of this agreement turns out to be unenforceable, the rest of it still stands. Neither of us waives a right by not enforcing it once. Notices go to hello@canto.example or to either office, and to the account administrator’s email on our side.