Terms of service

Who we are

Idra is a service of Francesco Vitale, sole trader, Via della Repubblica 51, 95040 Ramacca (CT), Italy — VAT IT06178100878. Reach us at info@ciaoidra.com.

What the service does

Idra answers the calls you cannot take. It gives your business name, says it is an automated assistant, asks the caller what has happened, where they are and how urgent it is, and sends you the summary. By default it makes no commitment on your behalf: it arranges a callback and you decide. Urgent requests are flagged to you straight away as urgent; if the caller describes a danger to people, such as a smell of gas or smoke, it first tells them how to get safe and which emergency number to call.

For any of this to work you must forward your number to Idra. You set that forwarding up with your own telephone operator, and you can switch it off whenever you like.

Subscription, price and billing

Three plans, billed monthly or annually: Solo €99/month, Team €199/month, Business €499/month. Monthly is paid month by month and can be cancelled whenever you like. Annual costs ten months, that is 2 months free — €990, €1,990 and €4,990 a year — and is charged in a single payment on activation and at each renewal. No setup fee. Payment is handled by Stripe; we never see or store your card details.

14-day free trial. Every new subscription starts with a 14-day free trial. We ask for your card to start it, but nothing is charged on activation: the first charge happens when the trial ends, on the plan and billing you chose. If you cancel before the trial ends you pay nothing. The trial is available once per business.

You subscribe from your account or through a Stripe payment link we send you, for example on WhatsApp. Paying through the link means you accept these Terms and the [Data processing agreement](/en/dpa): before payment the checkout asks you to tick the box «Accetto i Termini di servizio e l'Accordo sul trattamento dei dati di Idra» (I accept Idra's Terms of service and Data processing agreement).

Each plan includes a number of minutes per month: 200 on Solo, 400 on Team, 1000 on Business. Only calls Idra answers count; each call counts its duration rounded up to the whole minute, with a minimum of one minute (a 75-second call counts as 2 minutes). The count restarts every month, including on annual billing. Besides minutes, the plans differ in one feature: on Solo WhatsApp alerts go to the owner only, on Team to 2 more people as well and on Business to 5 more. Anyone who forwards every call to Idra, rather than only the ones they miss, uses far more minutes, which is what the larger plans exist for.

Minutes over the allowance. The included minutes are a commercial allowance, not a cut-off: if you exceed it, Idra keeps answering your customers. We do not suspend the service and we do not refuse a call because you went over. Extra minutes cost €0.40 each, but we invoice them only after we have told you: we alert you at 80% and at 100% of your included minutes, then we contact you to tell you how many minutes you went over and to see together whether a larger plan suits you better. We do not change your plan without your consent and we do not charge for extra minutes we have not discussed with you.

Business web page. The web page for your business, published and kept up to date by us, is included free with any annual plan. On a monthly plan it is an optional add-on at €39 a month, activated with the subscription and cancelled with it, or by writing to us. If you move from annual to monthly without the add-on, the page stops being published at the end of the annual period already paid.

Transaction not subject to VAT pursuant to Article 1, paragraphs 54-89, of Italian Law no. 190/2014. There is no VAT to add: the price you see is the price you pay.

The subscription renews automatically. You can turn renewal off at any time: from the Stripe customer portal (https://billing.stripe.com/p/login/14A3cwd5Y1Z1dADcm418c00: enter your email and Stripe sends you a sign-in link; the same address is shown on the payment confirmation page), from the dashboard if you have an account, or by writing to info@ciaoidra.com or on WhatsApp. The service stays active until the end of the period you have already paid for.

Money back within 14 days. On top of the free trial: cancel within fourteen days of the first charge, monthly or annual, and we refund everything without asking why. If you buy as a consumer rather than as a professional, you also keep the statutory right of withdrawal under Article 52 of the Italian Consumer Code.

What we ask of you

Using Idra hands you a tool that talks to your customers. So we ask you to:

• tell your customers that calls may be handled by an automated assistant and that the conversation is transcribed — that duty is yours, and we give you ready-made wording in Tell your customers
• use the service only for your business and only within the law
• not configure the agent to collect health data, opinions or other special categories
• keep your account credentials to yourself and tell us at once if you think someone else has them
• answer your customers yourself when Idra hands over: the service takes the details, it does not do the job

What Idra is not

It is not an emergency service. Idra does not replace 112 or any public emergency number. If a call is urgent, Idra flags it to you straight away; if it hears a danger to people, it tells the caller how to get safe and to call the emergency services. From that point it is in your hands.

It is an automated system and it can be wrong. It can mishear a word, write an address down incorrectly, misjudge urgency. Read the summary before you set off for a job. We do not guarantee that every call is interpreted correctly.

It depends on third parties. The service runs over the telephone network and through external suppliers. An outage at your phone operator, at Telnyx, at OpenAI or at another supplier can stop Idra from answering, and that is outside our control.

Availability

We do what we can to keep Idra answering, but we do not promise an uptime percentage. There is maintenance, there are updates, and there are failures. Where we can, we warn you first.

Data

How we handle your data is set out in the Privacy policy. For your customers' data the Data processing agreement applies, which you accept when you create the account or pay through a payment link: there you are the controller and we are the processor. The person who calls you finds their own notice at If Idra answered your call.

Termination

You can close your account whenever you like. We can suspend or close yours if you use the service unlawfully, if you do not pay, or if you put other users at risk — where possible we warn you first and give you a chance to put it right.

On closure you have 30 days to export your data; after that we delete the business and everything attached to it, including the calls and your customers' data. What remains is the invoices and accounting records the law requires us to keep for ten years (Article 2220 of the Italian Civil Code), and your login record, which we remove on request.

Liability

We are liable for damage caused by our wilful misconduct or gross negligence, and for anything the law does not allow us to exclude. Otherwise our total liability does not exceed what you paid us in the twelve months before the event.

We are not liable for work you accept or turn down on the strength of what Idra reports to you: that decision stays yours.

Changes

If we change these terms materially we tell you by email at least thirty days beforehand. If they do not suit you, you can cancel before they take effect, with no penalty.

Governing law and jurisdiction

Italian law applies. For disputes with anyone buying as a professional, the Court of Catania has jurisdiction. If you buy as a consumer, the court of your place of residence or domicile remains competent, as the law provides.