Terms & conditions
Last updated: 20 August 2026
1. Purpose and scope
These terms govern the supply of the "secretaire.lu" service by TealSpark S.à r.l.-S, 3 Rue Edouard Oster, L-2272 Howald, Luxembourg (VAT LU35495321), the "Provider", to any business or professional, the "Client". The service is offered to professionals only. Any special terms signed between the parties prevail over these general terms.
2. Description of the service
Depending on the plan subscribed, the service includes:
- an automated, AI-powered phone assistant available 24/7;
- a Luxembourg landline number allocated to the Client;
- call handling in French, English, German, Spanish and Portuguese, with automatic language detection;
- a knowledge base built from the documents provided by the Client, refreshed monthly (Starter) or weekly (Business and Business Pro);
- appointment booking in the Client's calendar (Google Calendar, Calendly or HubSpot Meetings);
- message forwarding and notifications by email and/or SMS;
- a monthly usage report;
- the consulting hours included in the plan;
- CRM integration (HubSpot or Pipedrive) for the Business and Business Pro plans;
- two distinct AI assistants on one account for the Business Pro plan.
3. Subscription and go-live
The service goes live within 48 business hours of receiving everything needed (documentation, transfer rules, calendar access). A discovery call precedes configuration. No setup fee is charged.
4. Plans and pricing
| Plan | Monthly price | Included minutes | Additional minute |
|---|---|---|---|
| Starter | €299 | 1,200 | €0.29 |
| Business | €799 | 3,600 | €0.25 |
| Business Pro | €1,444 | 8,000 | €0.22 |
Prices are exclusive of VAT. Only effective call minutes are counted, billed per second. Unused minutes do not roll over to the next month. Overage is billed at the rate shown above. Custom plans (multiple sites, very high volumes, specific integrations) are quoted after a scoping call.
5. Billing and payment
The subscription is billed monthly in advance; overage minutes are billed on the following month's invoice. Payment is made by SEPA direct debit or credit card. Luxembourg VAT is applied under the applicable EU rules. Invoices are issued by TealSpark S.à r.l.-S. In the event of late payment, the Provider may suspend the service after a formal notice has remained without effect.
6. Term, cancellation and plan changes
The contract is entered into with no minimum term. Either party may terminate it at any time with 30 days' notice. Plan changes (upgrade or downgrade) take effect on the next billing cycle. When the contract ends, the Luxembourg number provided by the Provider is released; it is up to the Client to restore the call configuration of its own line.
7. Client obligations
- provide accurate, up-to-date information for the knowledge base, and report changes;
- set up call forwarding from its own line to the number provided;
- inform its callers about the processing of their data and about any recording, in accordance with the GDPR, the Client being the controller for that data;
- use the service lawfully, with no abusive canvassing or unlawful content;
- not route to the assistant requests that call for regulated advice (legal, medical, financial), nor payments.
8. Service limits
The Provider does not warrant, and the service does not cover:
- taking payments or collecting bank details over the phone;
- legal, medical or financial advice;
- porting an existing number: the Client keeps its number and forwards it to the number provided;
- Outlook / Microsoft 365 and Salesforce integrations, which are not supported today;
- live transfer to a human, which is not enabled by default (escalation is callback-only) and can be configured as an option.
9. Availability and maintenance
The Provider uses reasonable means to ensure continuity of the service, which depends on telecom operators and third-party suppliers. Interruptions may occur for maintenance or for external causes. No numeric service level (SLA) is guaranteed outside a specific written agreement.
10. Liability
The Provider's liability is limited to proven direct damage and capped at the total amount invoiced to the Client over the twelve months preceding the triggering event. Indirect damage is excluded, in particular loss of revenue, customers, data or business opportunity. The Provider is not liable for assistant responses that result from inaccurate or incomplete information supplied by the Client.
11. Intellectual property
The Provider retains ownership of the platform, the technical configurations and the methods used. The Client retains ownership of its content and documents and grants the Provider the right to use them for the term of the contract, solely to deliver the service.
12. Confidentiality and personal data
Each party undertakes to keep the information exchanged confidential. A non-disclosure agreement (NDA) and a data processing agreement (DPA) are available on request. The processing of personal data is described in our privacy policy. For calls handled on behalf of the Client, the Client is the controller and the Provider acts as processor.
13. Force majeure
Neither party is liable for a failure caused by an event of force majeure, including a major outage at a telecom operator or infrastructure provider.
14. Changes to these terms
The Provider may amend these terms; the Client is informed at least 30 days before they take effect and may terminate free of charge if it does not accept them.
15. Governing law and jurisdiction
These terms are governed by Luxembourg law. Failing an amicable settlement, any dispute falls under the exclusive jurisdiction of the courts of Luxembourg City.