Terms of Service

By retaining Deciding Labs, approving a project proposal or Statement of Work (SOW), or paying a project deposit, you agree to be bound by these Terms of Service. If you do not agree, please do not engage our services.

We provide custom AI engineering services, including building AI Voice Receptionists (telephony) and AI Chat & Voice Widgets (web). The features, setup fees, and plans are detailed on our Services page.

Each project is governed by a written Statement of Work (SOW) or project proposal. Onboarding and development will commence only after the SOW is formally approved and the required 50% deposit has been cleared in our account. Custom integrations outside this SOW will require separate change orders.

To deliver and configure your systems, you agree to:

• Provide prompt feedback and clear operational guidelines.
• Grant secure sandbox access to required services (e.g., Shopify, Calendly, CRM endpoints).
• Verify all outgoing calling configurations comply with local rules (including TCPA in the US and GDPR/ePrivacy Directives in the EU).
• Settle invoices in accordance with the payment schedule.

We enforce a structured billing flow to safeguard both engineering resources and client expectations:

• 50% Down Payment: A mandatory 50% down payment is required prior to beginning any custom development or design work. This down payment must be settled exclusively via Bank Wire Transfer as specified in your invoice details.
• Balance Payments: The remaining 50% balance and monthly recurring hosting/maintenance fees are processed online.
• Payment Processing Gateways: Standard online transactions are processed securely through Stripe. For businesses registered in Sri Lanka, payments can also be processed via the local gateway onepay.lk.
• Third-Party Fees: Telephony minutes, phone numbers, and AI provider tokens (OpenAI, Gemini, and others) are billed directly to your own accounts and credit cards, and are not included in our agency engineering fees.

We deploy completed AI voice agents and web chat widgets to your accounts or website containers. Once sandbox testing is complete and the integration is verified against the SOW, the project is considered delivered. Post-handover maintenance plans are available separately.

Upon receipt of final payment in full, you receive full intellectual property ownership of the custom conversational scripts, configuration files, and custom wrapper code built specifically for your project. We retain ownership of our pre-existing proprietary software tools, templates, and general design patterns.

We hold all proprietary business records, call transcripts, customer contacts, and operational schemas shared with us in strict confidence. We do not disclose client data to external entities except as required by law.

For clients operating in the EU or handling EU data subjects, the following compliance clauses apply:

• Data Processing Agreement (DPA): In developing and hosting AI voice/chat agents, Deciding Labs acts as a Data Processor, and the client acts as the Data Controller under GDPR.
• Prior Explicit Consent: For outbound calling features (appointment reminders, NPS surveys), the client represents and warrants that they have obtained prior, explicit, and GDPR-compliant consent from all call recipients.
• B2B Software Disclaimer: Because this service is B2B, clients do not have right-of-withdrawal or "cooling-off" options under EU Directive 2011/83/EU once development has commenced.
• Telephony Logging: All data flowing through API engines (OpenAI, Gemini, and others) is routed based on client integrations. We recommend EU clients execute DPAs with these platforms directly.

To the maximum extent permitted by applicable law, Deciding Labs' aggregate liability for any claims arising from our engagement will not exceed the total fees paid by you for that specific Statement of Work. We are not liable for lost profits, customer losses, or indirect, consequential, or punitive damages.

Either party may terminate an active project engagement by providing 14 days written notice. Upon termination, we bill for work completed up to the termination date. Data removal and refunds are handled according to our standard Privacy and Refund Policies.

These Terms are governed by the laws of Sri Lanka, incorporating international frameworks for EU compliance where data transmission is involved. Disputes will be resolved through good faith consultations first. If unresolved, the courts of Sri Lanka shall have exclusive jurisdiction.