Términos del Servicio

Arbol Artificial Intelligence SAS (NIT 901.806.384-1, Colombia), filial de Arbol Artificial Intelligence, Inc. (Delaware, Estados Unidos).

Vigente desde: 11 de junio de 2026 — Última actualización: 11 de junio de 2026

1. El acuerdo

Estos términos rigen el uso del sitio getarbol.com y de la plataforma de agentes de inteligencia artificial operada por Arbol Artificial Intelligence SAS (NIT 901.806.384-1) y su matriz Arbol Artificial Intelligence, Inc. («Arbol»). El servicio está dirigido a instituciones y profesionales — IPS, clínicas, hospitales y centros médicos — no a consumidores finales. Para cada cliente, las condiciones específicas (alcance, tarifa, piloto y garantía) se pactan en una orden de servicio que prevalece sobre estos términos en lo que se contradigan.

2. Qué es (y qué no es) el servicio

Arbol provee agentes de inteligencia artificial que atienden llamadas y mensajes en nombre de tu institución para tareas administrativas: agendar, confirmar, reagendar, responder preguntas frecuentes y escalar a tu equipo lo que requiere criterio humano.

• Arbol no es un dispositivo médico ni presta servicios de salud: no diagnostica, no da consejo médico y no reemplaza la valoración de un profesional.
• Arbol no es una línea de emergencias. Ante síntomas de alarma, el agente prioriza y transfiere a tu equipo según los protocolos que tu institución apruebe, pero el manejo de urgencias es responsabilidad del prestador y de las líneas de emergencia oficiales.
• Las decisiones clínicas y administrativas finales son de tu institución; el agente ejecuta los flujos y reglas que tu comité aprueba.

3. Cuentas y uso aceptable

Eres responsable de las credenciales de tu organización y de que el uso del servicio cumpla la ley colombiana aplicable, incluida la normativa de protección de datos (Ley 1581 de 2012) y la sanitaria. No está permitido usar el servicio para comunicaciones no autorizadas, suplantación, acoso, recolección de datos sin autorización o cualquier actividad ilegal.

4. Datos del cliente y de pacientes

Los datos que tu institución carga y los datos de pacientes que el servicio procesa son y seguirán siendo de tu institución y de sus titulares. Arbol los trata como encargado, bajo el contrato de tratamiento de datos y según nuestra Política de Privacidad. No usamos tus datos para entrenar modelos de terceros. Cada organización opera sobre una base de datos dedicada y la transmisión internacional a nuestros subprocesadores está amparada por la adecuación de Estados Unidos (Circular Externa 005 de 2017 de la SIC) y por contratos de transmisión espejo. Puedes exportar tus datos en cualquier momento. El detalle técnico y legal completo está en el Centro de confianza.

5. Grabación de llamadas y consentimiento

El servicio puede grabar y transcribir conversaciones para operar y mejorar la atención dentro de tu organización. El agente se identifica como asistente virtual e informa la grabación al inicio de la conversación — transparencia exigida por los lineamientos de la SIC para sistemas de inteligencia artificial (Circular Externa 002 de 2024). Tu institución es responsable de configurar los avisos y de obtener las autorizaciones que exija la ley.

6. Tarifas y pago

Arbol no publica una lista de precios: la tarifa es fija, mensual, en pesos colombianos, y se dimensiona según el volumen, los canales y los flujos pactados en tu orden de servicio. Los valores no incluyen los impuestos que correspondan. Los pilotos y garantías de desempeño (por ejemplo, niveles de contestación) son los que se acuerden por escrito en esa orden.

7. Disponibilidad y soporte

Operamos el servicio para que esté disponible 24/7 y lo monitoreamos continuamente, pero ningún servicio en línea puede garantizar disponibilidad perfecta. Los compromisos de nivel de servicio y los canales de soporte específicos se definen en tu orden de servicio.

8. Propiedad intelectual

La plataforma, sus modelos de configuración y este sitio son de Arbol. La configuración específica de tu institución (guiones, flujos aprobados, datos) es tuya. Ninguna de las partes adquiere derechos sobre la propiedad intelectual de la otra por usar el servicio.

9. Garantías y limitación de responsabilidad

El servicio se presta «tal cual» y «según disponibilidad». En la máxima medida permitida por la ley, la responsabilidad de Arbol se limita a lo pactado en la orden de servicio y, en ausencia de pacto, al valor pagado por el servicio en los tres meses anteriores al hecho que la origina. Arbol no responde por decisiones clínicas, que corresponden exclusivamente al prestador, ni por daños indirectos o lucro cesante. Nada en estos términos limita derechos que la ley colombiana reconozca de forma imperativa.

10. Responsabilidades del cliente

Mantendrás indemne a Arbol frente a reclamaciones derivadas de tu uso del servicio, del incumplimiento de estos términos o de la ley, del contenido que cargas y de la falta de autorizaciones de tratamiento o de grabación que la ley te exija obtener.

11. Vigencia y terminación

Puedes terminar el servicio según lo pactado en tu orden de servicio. Al terminar, te entregamos la exportación completa de tus datos y luego los eliminamos conforme a la Política de Privacidad y a los plazos legales de retención que apliquen a tu institución.

12. Ley aplicable y solución de controversias

Estos términos se rigen por la ley colombiana. Las controversias se intentarán resolver de buena fe entre las partes; de no lograrse, se someterán a los jueces de la República de Colombia. Como consumidor o usuario, conservas los derechos que te reconocen el Estatuto del Consumidor (Ley 1480 de 2011) y la normativa de protección de datos, y puedes acudir a la Superintendencia de Industria y Comercio (SIC).

13. Cambios y contacto

Si cambiamos estos términos de forma sustancial, lo notificaremos a los clientes por correo con antelación razonable. ¿Preguntas? Escríbenos a support@getarbol.com — contesta una persona.

Arbol Artificial Intelligence SAS — NIT 901.806.384-1 — Bogotá, Colombia.

Arbol Artificial Intelligence, Inc. (Delaware C Corporation) and its Colombian affiliate Arbol Artificial Intelligence SAS (NIT 901.806.384-1, Colombia).

Version 2.0 — Effective Date: June 11, 2026 — Last Updated: June 11, 2026

Please read these Terms carefully. These Terms of Service ("Terms") are a legal agreement between you and Arbol Artificial Intelligence, Inc., a Delaware C Corporation, together with its Colombian affiliate Arbol Artificial Intelligence SAS (NIT 901.806.384-1) (collectively, "Company," "we," "us," or "our"), that govern your use of our AI-powered communication platform. By using our Services, you agree to these Terms. They include an arbitration provision (Section 19); you have 30 days to opt out.

1. Definitions

• Account — your registered account on the platform.
• AI Agent — an AI-powered virtual agent you create to handle calls and messages.
• Authorized Users — people you allow to access your Account.
• Customer Data — all data you upload or create through the Services (contacts, recordings, transcripts, configurations).
• Services — our AI communication platform and related tools.
• Subscription — your paid plan with associated features and limits.

2. Services Overview

The Services let you create and configure AI Agents for calls and messages, manage contacts, run outbound campaigns, record and transcribe conversations, connect third-party services, and access analytics. We may update or add features and will notify you of significant changes. We work to keep the Services running but cannot guarantee 100% uptime; service may be unavailable due to maintenance, emergency fixes, third-party issues, or events beyond our control. Beta features are provided "as-is" and may change or be removed.

3. Account Registration

To create an Account you must be at least 18, have the legal right to enter into this agreement, and (if representing a company) have authority to bind it. You agree to provide accurate information, keep it current, keep your password secure, and notify us of any unauthorized access. You are responsible for everything that happens under your Account and for your Authorized Users. Roles: Administrator (full access, billing, user management) and Member (operational features with limited settings/billing access).

4. Subscription and Billing

• A paid Subscription is required. Fees include subscription fees, usage fees (calls, phone numbers), and overage fees. All fees are in U.S. Dollars.
• Fees are charged in advance (monthly or annually); you authorize automatic charges to your payment method.
• Fees exclude taxes; you are responsible for applicable taxes except taxes on our income.
• We may change pricing with 30 days' notice, effective at your next billing cycle.
• If payment fails, we may suspend access after 7 days; overdue amounts may accrue interest at 1.5%/month (or the maximum legal rate).
• Subscription fees are generally non-refundable; if you cancel mid-cycle you keep access until the end of your paid period.

5. License and Usage Rights

We grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Services for your internal business purposes during your Subscription. You may not resell or redistribute the Services, copy or modify them, reverse engineer the software, build a competing product, scrape or extract data with automated tools, remove our notices, exceed your Subscription limits, or use the Services illegally. API use must follow valid credentials, rate limits, and our documentation.

6. Acceptable Use

You must comply with all applicable laws, including U.S. telemarketing and consumer-protection laws (e.g., TCPA, TSR, CAN-SPAM), Latin American telecom and consumer regulations, and the laws of your jurisdiction. You may NOT use the Services to make illegal calls or send spam, contact numbers on Do-Not-Call registries without a valid exemption, make telemarketing calls without required consent, harass or impersonate, commit fraud, collect personal information without consent, distribute illegal content, or attack or disrupt the Services. We may investigate suspected violations and suspend or terminate offending Accounts, remove prohibited content, and report violations. Report violations to support@getarbol.com.

7. Your Content and Data

You own your Customer Data; we do not claim ownership. You grant us permission to process, store, and display Customer Data solely to provide the Services. We do not use your Customer Data to train AI models. You are responsible for the accuracy and legality of your data, obtaining proper consent to contact people, complying with data-protection laws, and backing up important data. You can export your data anytime (CSV or JSON) and delete it from the dashboard. On account closure we delete or anonymize your data within 90 days, except what we must keep for legal compliance.

8. AI Agents and Communications

You are responsible for configuring AI Agents correctly, providing accurate business information, testing before going live, and monitoring performance. AI Agents are sophisticated but not perfect — they may misunderstand or give incorrect responses and cannot handle all situations; set up call transfers for complex cases. We do not guarantee specific results (lead qualification, booking success, satisfaction, conversions) or specific voice/call quality, which depends on networks and third-party carriers.

AI disclosure. AI Agents identify themselves as AI at the beginning of each interaction by default. Several states require disclosure when AI interacts with consumers or patients — including California (AB 3030 for AI-generated clinical communications, which for audio requires a verbal notice at the beginning and end), Utah (AI Policy Act), and Texas (TRAIGA). The platform makes these disclosures configurable and ships them on; you are responsible for enabling any additional notices your jurisdiction requires.

9. Call Recording and Legal Compliance

You are responsible for complying with all call-recording laws. We provide the technology; you ensure compliance. U.S. federal law requires at least one party's consent, while some states require all parties' consent (e.g., California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, Washington, Connecticut, Michigan, Delaware); Latin American requirements vary by country. We recommend announcing recording at the start of each call, obtaining consent where required, and consulting a lawyer. This is general guidance, not legal advice.

AI voice calls under the TCPA. The FCC ruled in February 2024 that AI-generated voices are "artificial or prerecorded voice" under the TCPA: outbound AI-voice calls generally require prior express consent (prior express written consent for marketing content), subject to healthcare exemptions available to HIPAA covered entities and their business associates. Consent revocations must be honored within ten business days. The platform announces recording by default, captures consent in each conversation, and enforces opt-outs immediately — but you remain responsible for having a lawful basis to place each call.

10. Phone Numbers and Telephony

We provide phone numbers through third-party carriers; availability varies by location. Numbers carry monthly fees until released. Portability may be available subject to carrier policies and fees. You must comply with caller-ID requirements, STIR/SHAKEN regulations, and carrier policies. Released numbers return to the available pool and may not be recoverable.

11. Third-Party Integrations

You can connect services like calendars and other tools. By connecting a service you authorize us to access it on your behalf to provide the integration. Your use of third-party services is governed by their own terms; we are not responsible for them and do not guarantee integrations will always work, as they depend on third-party APIs.

12. Intellectual Property

We own all rights to the platform, software, trademarks, logos, branding, documentation, and improvements. If you give us feedback, we may use it without restriction or payment. You may not use our trademarks without written permission.

13. Confidentiality

"Confidential Information" is non-public information marked confidential or that should reasonably be understood as such. Both parties will protect it with reasonable care, use it only for this agreement, and not disclose it without permission. These obligations do not apply to information that is public (not through a breach), already known, independently developed, or required to be disclosed by law (with notice where allowed).

14. Privacy and Data Protection

Our handling of personal information is governed by our Privacy Policy. We process Customer Data on your behalf; you remain the controller. We implement reasonable security measures — including a dedicated database per customer organization — and will notify you of any data breach affecting your Customer Data as required by law. Our security and compliance program is documented in the Trust Center.

HIPAA. If you are a covered entity or business associate under HIPAA and will process protected health information (PHI) through the Services, you must execute our Business Associate Agreement (BAA) before doing so. Absent an executed BAA, you may not submit PHI to the Services.

15. Disclaimers and Limitations

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES. We do not guarantee the Services will be error-free or uninterrupted, that results will meet your expectations, that AI Agents will always be accurate, or that third-party services will work. AI Agents use artificial intelligence that may produce unexpected or incorrect outputs. Where law does not allow warranty disclaimers, they apply to the maximum extent permitted.

16. Limitation of Liability

We are NOT liable for lost profits, revenue, data, or business opportunities, or for indirect, incidental, or consequential damages, even if advised of their possibility. Our total liability is limited to the greater of the fees you paid us in the last 12 months or USD $100. These limits do not apply to your payment obligations, your responsibility for violations you cause, IP breaches, or gross negligence or intentional misconduct. Some jurisdictions limit these exclusions; there, our liability is limited to the maximum extent permitted by law.

17. Your Responsibilities (Indemnification)

You agree to protect us from claims arising from your use of the Services, your violation of these Terms or any laws, your Customer Data, your failure to comply with telemarketing or recording laws, and disputes between you and third parties. If we receive such a claim, we will notify you promptly and cooperate reasonably; you may not settle without our written consent.

18. Term and Termination

These Terms are effective when you first accept them and continue until terminated. You can close your Account anytime through support or the dashboard. We may suspend or terminate immediately for violations, non-payment, fraud, or harmful use, and may terminate for any reason with 30 days' notice. On termination your access ends, you must stop using the Services, you still owe outstanding fees, and we delete your Customer Data within 90 days unless legally required to keep it. Sections on data ownership, IP, confidentiality, disclaimers, liability limits, your responsibilities, dispute resolution, and general provisions survive termination.

19. Dispute Resolution

Before taking legal action, contact support@getarbol.com to try to resolve the dispute within 30 days. If we cannot, disputes will be resolved by binding arbitration instead of court, except small-claims cases and requests for court orders to protect intellectual property. Arbitration is administered by JAMS, takes place in Delaware unless we agree otherwise, does not allow class or representative claims, and waives the right to a jury trial. You may opt out of arbitration by sending written notice to support@getarbol.com within 30 days of first accepting these Terms, including your name, address, and a clear statement that you opt out.

20. General Provisions

These Terms are governed by Delaware law and U.S. federal law, and court cases must be brought in Delaware state or federal courts. These Terms, the Privacy Policy, and any order forms are the complete agreement. We may update these Terms with at least 30 days' notice of material changes; continued use means acceptance. You may not assign these Terms without our written permission; we may assign freely. If any part is unenforceable, the rest still applies. Our failure to enforce a provision is not a waiver. We send notices to your Account email; send notices to us at support@getarbol.com. We are not liable for delays caused by events beyond our control. You must comply with U.S. export laws and not use the Services in sanctioned countries. We are independent contractors; nothing here creates a partnership or employment relationship, and these Terms grant no third-party rights.

21. Contact Information

Arbol Artificial Intelligence, Inc. (Delaware C Corporation)
131 Continental Dr, Suite 305
Newark, DE 19713, United States

Arbol Artificial Intelligence SAS (Colombian affiliate)
NIT: 901.806.384-1 — Colombia

Email: support@getarbol.com

By using our Services, you acknowledge that you have read and understood these Terms and agree to be bound by them.