Terms of Service

Effective date: September 18, 2026

These Terms of Service (the “Terms”) govern your use of Estaluna, the AI phone answering service (the “Service”) provided by Estaluna (“we”, “us”). By signing up for the Service, you agree to these Terms.

1. Scope

These Terms apply to all matters between us and you relating to the Service.

Any supplemental rules or notices we publish on our website or in the console form part of these Terms. Where a supplemental rule conflicts with these Terms, the supplemental rule prevails.

Our handling of personal information is described in the Privacy Policy, and transmission of information to third parties is described in External Transmission and Third-Party Services.

2. Who may use the Service (business customers only)

The Service is provided for use by companies and sole proprietors (“you”) for business purposes. We do not accept use by individuals as consumers.

By signing up, you represent and warrant that you are a business.

Transactions between us and you concerning the Service are business-to-business transactions.

3. The Service

The Service answers calls made to your phone number using our AI, and makes call recordings, transcripts and summaries available to you in the console.

Calls reach the Service either through call forwarding configured on your own line, or through a phone number we provide. Any call charges arising from forwarding are borne by you under your own carrier contract. On mobile lines these charges are typically several tens of yen per minute and may fall outside flat-rate calling plans.

The Service is for answering incoming calls only. We do not place outbound calls to you or to your callers.

Each call is subject to a maximum duration. When the limit is reached, the AI informs the caller and ends the call.

Available features depend on your plan. Plan details are published on the pricing page.

4. Sign-up and formation of the contract

The contract is formed when you sign up from the console, having agreed to these Terms and the Privacy Policy, and we accept your application.

We may decline an application if:

• the application contains false information;
• you have previously breached these Terms;
• we determine that you fall under, or have a relationship with, the organised crime groups described in Section 12; or
• we otherwise determine that providing the Service would be inappropriate.

5. Account management

You are responsible for managing your account credentials and must not allow any third party to use, borrow or take assignment of them.

Any action taken using your credentials is deemed to be your action.

Please contact us immediately if you become aware of any unauthorised use.

6. Fees and payment

Monthly fees are as follows (tax included). Current details are published on the pricing page.

Free

$0 / month (up to 50 calls per month)

Standard

$99 / month (150 calls per month included, then $1.00 per additional call)

Pro

$199 / month (300 calls per month included, then $1.00 per additional call)

There is no set-up fee.

On the Standard and Pro plans, calls beyond the number included are charged at $1.00 per call. There is no cap on the number of additional calls. We keep answering your calls rather than stopping at the included number, so the amount you pay in a month can exceed the monthly fee. Additional calls are counted per calendar month and added to your next invoice as a separate line item. Calls we reject automatically (for example numbers you have blocked) are not counted and not charged.

Paid plans are billed monthly in advance by credit card through our payment processor, Stripe. Card details are collected directly by the payment processor; we do not hold them.

The contract renews automatically each month, and payment is taken by the same method on each renewal.

If payment cannot be confirmed, we may suspend the Service.

We may change our fees and plans. We will give notice on our website or in the console at least one month before any change takes effect.

7. Monthly call limits

Each plan has the number of calls included set out in Section 6. The count resets on the first day of each month in the time zone configured on your account (Japan time for customers in Japan).

On the Standard and Pro plans, AI answering does not stop when you pass the number of calls included. We keep answering, and the additional calls are charged as set out in Section 6.

On the Free plan, AI answering stops for the remainder of that month once the limit is reached. In that case:

• if you have configured a transfer number, incoming calls are transferred to that number;
• if you have not, the call is answered, a message is played, and the call is ended politely.

Whitelisted numbers and transfers driven by your individual rules continue to work as before, even after the limit is reached.

8. Cancellation

You may cancel a paid plan at any time from the console. There is no minimum term and no cancellation fee.

Cancellation takes effect at the end of the billing period in which you cancel. Until then, your paid plan remains fully available.

Fees already paid are not refunded, including on a pro-rata basis.

After cancellation your account moves to the Free plan.

9. Call recording, AI processing, and your responsibilities

The Service records calls made to you and uses AI to transcribe and summarise them. Some of this processing is carried out by external cloud services, including providers located outside Japan. Details are set out in the Privacy Policy and in External Transmission.

With respect to personal information of people who call you, you are in principle the party collecting that information, and we handle it as your processor.

You are responsible for giving callers any notice about recording and AI processing, and for completing any other steps required of you by law. To assist you, we publish a disclosure page on our website.

Call recordings and transcripts are subject to a maximum retention period, after which they are deleted automatically.

10. Prohibited conduct

You must not:

• violate any law or public order and morals, or engage in conduct connected with criminal activity;
• infringe the rights or interests of us, other customers or any third party;
• interfere with the operation of the Service or place an excessive load on it;
• use the Service for emergency calls (such as 110 or 119 in Japan) or for any other purpose that could have a serious effect on human life, body or property;
• resell the Service or allow a third party to use it without our prior written consent;
• gain unauthorised access to, reverse engineer, copy or modify the Service;
• register false information or impersonate another person; or
• engage in any other conduct we determine to be inappropriate.

11. Suspension and termination by us

If you breach these Terms, or where we otherwise determine it to be necessary, we may suspend all or part of the Service, or terminate the contract, without prior notice.

Fees already paid are not refunded where the contract is terminated under this Section.

12. Exclusion of organised crime groups

Each of us and you represents and warrants to the other that it is not an organised crime group (bōryokudan), a member or quasi-member of such a group, a company related to such a group, a corporate racketeer, a group engaging in criminal activities under the pretext of social movements, a crime group specialised in intellectual crimes, or any equivalent person, and that it has no socially reprehensible relationship with any of them.

If either party breaches the preceding paragraph, the other party may terminate the contract immediately without notice. The breaching party may not claim compensation for any loss arising from such termination.

13. Changes, interruption and discontinuation of the Service

We may change the content of the Service without prior notice.

We may interrupt all or part of the Service where:

• we carry out maintenance, inspection or updates of our systems;
• provision becomes difficult due to fire, power failure, natural disaster or other force majeure;
• services provided by telecommunications carriers, cloud providers or other third parties are suspended; or
• we otherwise determine that interruption is necessary.

We may discontinue the Service. In that case we will, as a rule, give at least three months’ notice.

For the Free plan, we may change its content or discontinue it without prior notice.

14. Disclaimers and limitation of liability

We do not warrant that the Service will fit your particular purpose, that it will have the functionality, accuracy or usefulness you expect, or that it will be provided without interruption.

The Service answers calls automatically using AI, and errors in recognition and in the content of responses can occur. We do not warrant the accuracy of the AI’s responses, transcripts or summaries.

We are not liable for loss arising from:

• outages, delays or degraded quality in the lines or forwarding services of telecommunications or mobile carriers;
• an inability to receive second and subsequent simultaneous calls due to limits on your own line;
• errors in, or failure to complete, your forwarding configuration;
• failures of external cloud services or of the payment processor; or
• natural disaster or other force majeure.

Except as provided above and elsewhere in these Terms, our total liability to you in connection with the Service is limited to the amount of fees you actually paid us during the one month preceding the event giving rise to the liability.

We are not liable for lost profits, lost business opportunities, loss of data, or other indirect or special damages, whether or not foreseeable.

The limitations in this Section do not apply where we have acted with intent or gross negligence.

15. Confidentiality

Each of us and you will not disclose to any third party, without the other party’s prior written consent, confidential information disclosed by the other party in connection with the Service, and will not use it for any purpose other than using or providing the Service.

This does not apply to information that was already public at the time of disclosure, that becomes public through no fault of the receiving party, that is obtained from a third party with proper authority and without any duty of confidentiality, or that is required to be disclosed by law or by order of a court or administrative authority.

16. Intellectual property and your data

All intellectual property rights in the Service, including its software, documentation and trademarks, belong to us or to the third parties who hold them. These Terms do not transfer or license any of those rights to you.

Call recordings, transcripts, summaries and other information you input into the Service or that is generated through it (“Your Data”) belong to you.

We may use Your Data to the extent necessary to provide the Service, to investigate the cause of faults, and to improve quality and answering accuracy. Where we use it to improve quality and answering accuracy, we first process it so that neither individuals nor individual customers can be identified.

17. No assignment

You may not assign, transfer or pledge your position under these Terms, or any right or obligation under them, to any third party without our prior written consent.

18. Changes to these Terms

We may amend these Terms in accordance with Article 548-4 of the Civil Code of Japan.

Where we do so, we will publish the amended Terms and the date they take effect on our website or in the console, a reasonable period before that date.

If you use the Service on or after that date, you are deemed to have agreed to the amended Terms.

19. Severability

If any provision of these Terms, or part of one, is held invalid or unenforceable, the remaining provisions remain in full force and effect.

20. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of Japan.

The Tokyo District Court has exclusive jurisdiction as the court of first instance over any dispute arising between us and you in connection with the Service or these Terms.

21. Contact

For questions about these Terms, please contact us:

• Contact form
• Email: info@estaluna.ai

Disclosures required by the Japanese Act on Specified Commercial Transactions are published at Notice under the Act on Specified Commercial Transactions.

Effective date: September 18, 2026