Please read these Terms of Service ("Terms") carefully before using the Eriqa platform. These Terms form a legally binding agreement between you (and the organisation you represent, if applicable) and Eriqa ("we", "us", or "our").
By accessing or using the Platform, requesting access, or clicking any sign-in or acceptance control, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference. If you do not agree, do not use the Platform.
If you are acting on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.
1. About Eriqa
Eriqa provides a software-as-a-service platform (the "Platform") available at eriqa.io that enables its customers to ingest conversation transcripts, classify conversation dispositions using AI, review and override classifications, and generate branded, client-ready reports. Single sign-on with Google and Microsoft is supported.
Contact: hello@eriqa.io · eriqa.io
2. Eligibility
To use the Platform you must:
- Be at least 18 years of age
- Have legal authority to enter into these Terms on behalf of yourself or your organisation
- Have an active paid subscription, or be within the free trial described in section 5.5
- Register with an organisation email address. Accounts opened with free consumer or disposable email providers are not accepted
- Not be prohibited from using the Platform under the laws of your jurisdiction
The Platform is designed for business users. Where mandatory consumer protection laws apply to your use regardless of context, nothing in these Terms limits rights you hold under those laws.
3. Account Registration and Security
3.1 Account Access
New customer accounts choose a paid plan at signup and start with the free trial described in section 5.5. Access continues on the paid subscription once the trial ends. We may refuse, suspend, or revoke access where these Terms permit.
3.2 Authentication Methods
You may sign in using Google Single Sign-On (SSO), including our managed Google authentication flow in preview environments, Microsoft SSO, or an email and password credential issued by an administrator. Where a temporary password is issued you must change it on first login. Account administrators may also invite individual sales representatives to access their own performance, coaching, and QA data; such invitations are delivered via a secure, time-limited link, after which the representative authenticates using SSO or a password they set.
3.3 Account Security
You are responsible for maintaining the confidentiality of your credentials (including any passwords) and for all activity under your account. Notify us immediately at hello@eriqa.io if you suspect unauthorised access.
3.4 Accurate Information
You agree to provide accurate, current, and complete information and to keep it up to date.
3.5 One Account per User
Each account is for a single named user. You may not share credentials or allow multiple individuals to access the Platform under one account unless expressly agreed in writing.
4. Permitted Use and Acceptable Use Policy
4.1 Licence
Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your internal business purposes in connection with call transcript analysis and reporting.
4.2 Prohibited Conduct
You must not:
- Use the Platform for any unlawful purpose or in violation of applicable law
- Upload or process content you do not have the legal right to process, or that infringes any third party's rights (including privacy rights of call participants)
- Attempt to reverse-engineer, decompile, or derive source code from the Platform
- Scrape or systematically extract data from the Platform by automated means
- Introduce viruses, malware, or other harmful code
- Attempt to gain unauthorised access to any part of the Platform or its infrastructure
- Sublicense, resell, or commercially exploit the Platform without our express written consent
- Use the Platform in a way that could damage, overburden, or impair its availability or performance
- Circumvent any access controls or security measures
- Represent any AI-generated output as human-authored without appropriate disclosure
4.3 Call Participant Consent
You are solely responsible for obtaining all consents, authorisations, and notifications required by applicable law (including recording, wiretapping, and data protection laws) before uploading call transcripts to the Platform. We process such transcripts solely as your data processor on your instructions.
4.4 Eriqa Recorder Configuration
Where you deploy the Eriqa Recorder (browser extension or desktop application) to your representatives, you are solely responsible for configuring the recording policy (including which platforms and call types may be recorded, notice to call participants, and any two-party consent requirements) in a manner that is lawful in every jurisdiction where your representatives and call participants are located. You must not enable the Recorder for a representative, or in a jurisdiction, where doing so would breach applicable recording, wiretapping, employee-monitoring, or data-protection laws. We provide the technical controls; you determine and warrant the lawful basis for their use.
Where your managers record coaching sessions from Act, you are responsible for telling the representative, and anyone else present, that the session is being recorded and for meeting any consent requirements that apply. The Platform requires the manager to confirm the representative has been told before each recording starts, but that confirmation does not replace your own obligations.
5. Fees, Payment, and Subscription
5.1 Pricing
If you start to cancel a paid plan, we may offer a one-time retention discount (currently 30% off for the next three months). Each account can receive it once. It applies from the next invoice and your usual price returns afterwards. You cancel through the secure Stripe billing page linked from Settings, Billing, Edit plan. Cancellation takes effect at the end of the paid period, with no mid-term refund.
Eriqa Platform costs £79 or $105 per rep each month, or £790 or $1,050 per rep each year. The annual price gives twelve months for the price of ten. It includes Audit, Coach, Act & Enable and the Modern Selling Community. A "rep" is any individual whose conversations are ingested and analysed by the Platform. Team leaders, managers, enablement staff and administrators whose conversations are not analysed do not require a paid seat. There is a minimum purchase of three (3) paid reps, so the lowest Platform charge is £237 or $315 each month, or £2,370 or $3,150 each year. Plans of any size above the minimum can be bought online. Eriqa Platform & Method Module is annual only and adds one annual account fee: £4,950 or $6,500 for up to 25 reps, £9,950 or $12,950 for 26 to 75 reps, and £17,500 or $22,750 for 76 reps or more. All prices exclude applicable taxes unless stated otherwise.
5.2 Payment Terms
Payment is due at the start of each billing period. Annual subscriptions are billed in full. Payments, invoices and saved payment methods are processed by Stripe. Stripe may calculate, collect, file and remit applicable taxes, provide fraud and dispute handling, and provide transaction-level support. Where that service is active, a payment may appear on a bank statement with a LINK.COM* prefix. We do not store full card numbers. A past-due account retains access while Stripe retries payment, but we may suspend access if payment ultimately fails.
5.3 Adding and Removing Reps
You may add reps to your subscription at any time; added reps are charged pro-rata for the remainder of the current billing period so their conversations can be analysed from day one. Rep numbers cannot be reduced during a term. Reductions take effect at your renewal date, and we do not issue mid-cycle refunds or clawbacks for reduced rep counts. Method account bands are reviewed at renewal if your rep count changes.
5.4 Renewals
Subscriptions renew automatically on the same cadence at the then-current rate. You may schedule non-renewal at any time before the renewal date. Cancellation takes effect only at the end of the paid period. There is no mid-term cancellation, refund, or credit for unused time. We will notify you in advance of any price change.
5.5 Free Trials
Each new account receives one free trial on the plan it chooses. The trial ends when 50 conversations have been analysed or 14 days have passed since signup, whichever comes first. You select the paid rep count and monthly or yearly billing before the trial starts, then add a payment card. Nothing is charged that day. You may change that selected plan during the trial without a charge, and the latest selection is charged automatically when the trial ends unless you schedule non-renewal before then. Only one trial is available per account. During the trial you can use the Platform in full, including sharing report web links, but scorecards, competency frameworks, playbooks, Method documents, presentation decks, bulk data exports and API keys become available only once the first invoice is paid; you may start the paid subscription early to unlock them. We may also grant or extend a trial at our discretion, and a trial does not create any obligation to continue providing free access. Separately, we may invite a person to our beta programme. Beta places are offered only by invitation from Eriqa and give full access to the Platform, including Method, at no charge for a fixed period (normally 60 days, starting when the account adds its first rep) up to an agreed number of reps. When the beta ends without a paid plan, the account follows the same read-only and deletion terms as a cancelled subscription, so you can download your data first. A beta account that moves directly onto any paid plan, monthly or yearly, keeps Method included at no extra cost for as long as that subscription continues without a break; the benefit ends permanently if the subscription is cancelled and does not apply to a later new subscription. A beta account does not receive a further free trial.
5.6 Taxes
Applicable taxes are calculated at payment. Where Stripe handles filing and remittance for a supported transaction, it does so as part of the payment service. Where that service is unavailable, you remain responsible for taxes the law places on you.
6. Intellectual Property
6.1 Our Intellectual Property
The Platform - including all software, algorithms, models, interfaces, branding, and documentation - is owned by or licensed to Eriqa and protected by copyright, trade mark, and other intellectual property laws. Nothing in these Terms transfers any ownership of our intellectual property to you.
6.2 Your Content
You retain all ownership of call transcripts, client data, and other content you upload to the Platform ("Your Content"). You grant us a limited, non-exclusive licence to process Your Content solely to provide the Platform to you. We will not use Your Content for any other purpose - including training AI models - without your express written consent.
6.3 Outputs
Reports and analysis outputs generated by the Platform from Your Content are yours, subject to our underlying intellectual property in the methodology and templates. You may use such outputs for your internal and client-facing business purposes.
6.4 Feedback
If you provide suggestions, ideas, or feedback about the Platform, you grant us a perpetual, irrevocable, royalty-free licence to use that feedback without restriction or compensation.
7. Data Processing
To the extent Your Content includes personal information of third parties (such as call participants), we act as your data processor and you act as the data controller. Our processing of such personal information is governed by our Privacy Policy and, where required, a separate Data Processing Agreement (DPA). Contact us at privacy@eriqa.io to request a DPA.
You are responsible for ensuring you have a valid legal basis for sharing personal information with us and for complying with applicable data protection laws - including the UK GDPR, EU GDPR, POPIA (South Africa), and CCPA/CPRA (California, USA) - in relation to Your Content.
8. Confidentiality
Each party agrees to keep confidential any non-public information disclosed by the other that is designated as confidential or that a reasonable person would understand to be confidential ("Confidential Information"). Neither party will use or disclose the other's Confidential Information except as necessary to perform obligations under these Terms or as required by law.
Your Content is your Confidential Information. Our platform technology, pricing, and business processes are our Confidential Information. These obligations survive termination for three (3) years.
9. Disclaimers and Warranties
9.1 Platform Provided "As Is"
To the maximum extent permitted by applicable law, the Platform is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory - including implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
9.2 AI Output Accuracy
The Platform uses artificial intelligence for disposition classification (including, from time to time, trialling additional models such as TypeSafe's Jev alongside our existing classifier for internal comparison only), report generation, the Eriqa chat assistant, versioned structured conversation facts and action items, assigned scorecard evidence and, where Method is enabled, proposing Method Items from your approved documents and progressively checking conversations against them, and, where Method skills are used, assembling approved material for a task, checking saved drafts against approved sources and facts, and grouping unmet requests into suggested resources. Eriqa chat answers may use the person's selected client context and are processed directly by our AI model providers (OpenAI, with Anthropic as a fallback) through our own API accounts. Checks are rule based and do not guarantee a draft is correct; drafts, recommendations and suggested resources are never published or sent without a person approving them. Governed evidence may include attributed verbatim conversation quotes, approved document passages and manager notes. Evidence counts and positive outcomes do not by themselves establish that a sales process was followed well. AI outputs are probabilistic and may contain errors or inaccuracies. You are responsible for reviewing, verifying, and approving all AI-generated outputs and attached evidence before relying on, sharing or sending them to a CRM. We do not warrant that any AI output is accurate, complete, or fit for your intended purpose.
9.3 Availability
We do not guarantee uninterrupted or error-free access. We may suspend access for maintenance, security, or operational reasons and will provide advance notice where reasonably practicable.
9.4 Statutory Rights
UK users: Where you are a consumer under the Consumer Rights Act 2015, nothing in these Terms affects your statutory rights, including implied terms about satisfactory quality and fitness for purpose.
EU users: Where mandatory consumer protection laws apply in your EU member state - including under the Consumer Rights Directive 2011/83/EU and the Digital Content Directive 2019/770/EU - those rights are not affected by these Terms.
South African users: Where you are a consumer under the Consumer Protection Act 68 of 2008 (CPA), your rights under the CPA are not limited by these Terms.
10. Limitation of Liability
10.1 Exclusion of Consequential Loss
To the maximum extent permitted by applicable law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages - including loss of profits, revenue, data, goodwill, or business opportunity - even if advised of the possibility of such damages.
10.2 Aggregate Cap
To the maximum extent permitted by applicable law, our total aggregate liability arising out of or in connection with these Terms will not exceed the greater of: (a) fees paid by you in the twelve (12) months preceding the event giving rise to the claim; or (b) £100 (or equivalent in local currency).
10.3 Mandatory Exceptions
Nothing in these Terms excludes or limits liability for: (i) death or personal injury caused by negligence; (ii) fraud or fraudulent misrepresentation; (iii) any matter that cannot be excluded under applicable law, including the Consumer Rights Act 2015 (UK), Consumer Protection Act 68 of 2008 (South Africa), or mandatory EU consumer protection laws.
11. Indemnification
You agree to indemnify, defend, and hold harmless Eriqa and its officers, directors, employees, and agents against claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from: (a) your use of the Platform in breach of these Terms; (b) Your Content, including any claim that it infringes a third party's rights or violates applicable law; (c) your failure to obtain required consents from call participants; or (d) your violation of applicable law.
12. Term and Termination
12.1 Term
These Terms are effective from the date you first access the Platform and continue until terminated.
12.2 Termination by You
You may stop using the Platform at any time. To close your account, contact us at hello@eriqa.io.
12.3 Termination or Suspension by Us
We may suspend or terminate your access immediately if: (a) you breach these Terms; (b) required by law or a regulatory body; or (c) continued access poses a risk to the Platform, other users, or third parties. We will provide notice where lawfully permitted.
12.4 Effect of Termination
On termination: your licence to use the Platform ceases; we will delete or return Your Content in accordance with our data retention practices (see our Privacy Policy). Sections 6, 7, 8, 10, 11, and 13 survive termination.
13. Consumer Cancellation Rights
UK and EU Consumers
If you are a consumer in the UK or EU who has entered into a contract for digital services remotely, you may have a statutory right to cancel within 14 days of entering into the contract (the "cooling-off period") under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the EU Consumer Rights Directive 2011/83/EU.
Important: If you request that we begin providing access immediately within the cooling-off period, you acknowledge you may lose the right to cancel once the service has been fully performed, or that you will be liable for the portion of service received up to cancellation. We will inform you of this at the point of subscription.
To exercise your right to cancel (where applicable), contact us at hello@eriqa.io.
South African Consumers
Consumers in South Africa may have rights to cancel certain agreements under the Consumer Protection Act 68 of 2008. Where applicable, cancellation fees and procedures will be communicated at the time of subscription.
14. Electronic Communications
You agree that we may communicate with you electronically.
South African users: In accordance with the Electronic Communications and Transactions Act 25 of 2002 (ECTA), you consent to receiving electronic communications and acknowledge that electronic transactions through the Platform have the same legal force as written agreements signed in person.
US users: You consent to receive electronic records and disclosures in compliance with the Electronic Signatures in Global and National Commerce Act (E-SIGN Act), 15 U.S.C. § 7001 et seq.
15. Third-Party Services
The Platform integrates with Google services (including Google Drive, Google Docs and Google Slides export for users signed in with Google), Microsoft services (including Microsoft SSO, OneDrive, SharePoint, PowerPoint export for users signed in with Microsoft, Microsoft Teams (including the Eriqa Teams bot for private coaching messages), and Microsoft Teams Phone via the Graph CallRecords application-only API with tenant admin consent), Slack (through the separately operated Eriqa for Slack service, which an account owner or administrator connects and which receives a read-only Eriqa key for that account, used for private coaching messages, and for answering questions asked of Eriqa in Slack, with each Slack user linked to their Eriqa login only after they sign in to Eriqa and confirm it), OpenAI and Anthropic APIs for Eriqa chat answers, and Supabase for infrastructure. Call recordings are transcribed using third-party speech-to-text providers (Groq, AssemblyAI, and OpenAI), and transcripts are analysed by AI model providers (Jev decision model use is currently paused) as described in our Privacy Policy. Your use of those services is subject to their own terms of service and privacy policies. We are not responsible for the availability, accuracy, or conduct of third-party services.
Dialler integrations. The Platform can receive call recordings, call transcripts, and call metadata directly from sales diallers and phone systems you connect (including Orum, Kixie, FrontSpin, ConnectAndSell, Aircall, Dialpad, JustCall, Zoom Phone, Zoom Contact Center, and diallers connected via Zapier or n8n). You are responsible for: (a) your agreement with the dialler provider, including any features (such as webhooks or API access) required on your plan; (b) correctly configuring webhook endpoints, API keys, and credentials you provide to us; and (c) ensuring you have a lawful basis - and have given any legally required notices to call participants - for recording calls and submitting them to the Platform for analysis. Individual representatives' calls are only transcribed and analysed once the representative approves recording analysis in their settings, as described in our Privacy Policy. We are not responsible for changes to, or the discontinuation of, a dialler provider's API or webhook services.
Notetaker integrations. The Platform can pull meeting transcripts and metadata from third-party meeting notetakers you connect (Fireflies, Google Gemini for Google Meet, Microsoft Copilot for Microsoft Teams, Granola, tl;dv, Read.ai, Fathom, and Otter). Google Meet and Microsoft Teams are connected through a separate, read-only consent given by the person connecting them, which they may withdraw at any time by disconnecting. You control which call types are pulled through the per-connection ingestion filter. You are responsible for: (a) your agreement with the notetaker provider; (b) ensuring you have a lawful basis - and have given any legally required notices to meeting participants - for recording the meeting and submitting the transcript to the Platform; and (c) the accuracy of the provider-supplied transcript. We are not responsible for changes to, or the discontinuation of, a notetaker provider's API.
CRM integrations. An individual user may connect their own CRM account (currently HubSpot or Salesforce) so the Platform can match a conversation to the right person, company and deal and show what has already been recorded against them. That connection is read-only: the Platform cannot create, change or delete anything in your CRM through it. Where the Platform identifies a possible CRM update from a conversation, it is a suggestion held inside the Platform, and it is only ever acted on after a person reviews and approves it. This includes suggestions to add a person who is not yet in HubSpot or Salesforce as a new contact and company; approved changes are made through a separate write connection your organisation chooses to set up. The Platform reads existing activity on a record so it does not duplicate an entry your dialler or notetaker has already logged. You are responsible for: (a) your agreement with the CRM provider, including any plan features or permissions the connection requires; (b) whether the person connecting is permitted by your organisation to grant that access; and (c) reviewing any suggestion before approving it - suggestions are derived from conversation data and may be incomplete or wrong. We are not responsible for changes to, or the discontinuation of, a CRM provider's API.
Coaching evidence documents. The Platform lets managers and representatives attach supporting documents to individual coaching actions in the Act area. You keep ownership of those documents, and we process them only to store and display them against the relevant coaching action for the people involved.
Eriqa Recorder distribution and updates. The Eriqa Recorder browser extension is distributed through the Chrome Web Store (and equivalent extension marketplaces) and the desktop application is distributed as installed software. By installing the Recorder you also agree to the applicable marketplace's terms and privacy policy in addition to these Terms. You grant Eriqa the right to deliver automatic updates to the Recorder (including bug fixes, security patches, policy changes, and feature updates) without further notice, in order to keep the Recorder secure, compatible, and aligned with the current recording policy set by your organisation. We may discontinue support for older versions of the Recorder from time to time; continued use of the Recorder after an update constitutes acceptance of that updated version.
15A. Support and Account Access
Authorised Eriqa staff may access your account's performance data, reports, and analytics on a read-only basis to deliver support, coaching, account management, and to identify additional services that may benefit you. Such access is limited to aggregated and pseudonymised data - staff do not have access to billing, payment, or user-and-permission information through this view, and direct personal identifiers (such as rep email addresses) are redacted. Every access session is recorded in an internal audit log and is available to you on request.
16. Modifications to the Platform and Terms
16.1 Platform Changes
We may modify, suspend, or discontinue any feature of the Platform at any time. Where changes are material, we will provide reasonable advance notice.
16.2 Changes to Terms
We may update these Terms from time to time. For material changes, we will notify you by email or prominent notice at least 30 days before the new Terms take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms. If you do not agree, you must stop using the Platform before the effective date.
17. Governing Law and Dispute Resolution
17.1 Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law rules.
17.2 Jurisdiction
Subject to Sections 17.3-17.5, any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
17.3 EU Consumer Rights
If you are a consumer resident in the EU, the governing law and jurisdiction provisions above do not deprive you of protection afforded by mandatory provisions of the law of your EU member state. You may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
17.4 South African Users
South African consumers may refer disputes to the relevant ombud or the National Consumer Commission under the Consumer Protection Act 68 of 2008. Nothing in these Terms limits those statutory rights.
17.5 US Users - Informal Resolution First
Before initiating formal legal proceedings, US-based users agree to contact us at hello@eriqa.io to attempt informal resolution. If unresolved within 30 days, either party may pursue available legal remedies. This does not limit any party's right to seek emergency or injunctive relief.
18. General
18.1 Entire Agreement
These Terms and our Privacy Policy constitute the entire agreement between you and Eriqa regarding the Platform, and supersede all prior agreements and understandings.
18.2 Severability
If any provision is found unenforceable, it will be modified to the minimum extent necessary, or severed if modification is not possible, and the remaining provisions continue in full force.
18.3 Waiver
Our failure to exercise any right or provision does not constitute a waiver of that right or provision.
18.4 Assignment
You may not assign or transfer any rights or obligations under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets, with notice to you.
18.5 Force Majeure
Neither party is liable for delay or failure in performance resulting from causes beyond their reasonable control, including acts of God, natural disasters, pandemic, government actions, or internet infrastructure failures.
18.6 No Partnership
Nothing in these Terms creates a partnership, joint venture, agency, franchise, or employment relationship between you and Eriqa.
18.7 Language
These Terms are written in English. Where a translated version is provided, the English version prevails in the event of conflict, to the extent permitted by applicable law.
19. Contact Us
If you have questions about these Terms, please contact us:
General enquiries: hello@eriqa.io
Data & privacy: privacy@eriqa.io
Website: eriqa.io