Terms of Service

SMS Messaging Terms

Callbax delivers appointment confirmation messages on behalf of the businesses that use the Service. A customer receives one confirmation message before their appointment, and — only if they do not reply — one automated reminder call the following day. Where the business also uses Callbax Reviews, the customer receives one further message after a completed visit inviting them to leave a review, which contains a link. Callbax does not send marketing messages.

Message frequency: at most one confirmation message and one review request per appointment. Message and data rates may apply. Reply STOP to stop receiving messages at any time, or HELP for help. Carriers are not liable for delayed or undelivered messages.

Consent is given to the business at the time of booking and is never a condition of receiving service. No mobile information is shared with third parties or affiliates for marketing or promotional purposes. See the full programme disclosure at callbax.ai/messaging and our privacy policy.

1. Scope

These Terms of Service govern the use of the callbax platform (“Service”) operated by Forward Systems GmbH, Auguststraße 47A, 10119 Berlin, Germany (“Provider”). By creating an account, you agree to these terms.

2. Service Description

callbax provides automated appointment confirmation via phone calls and SMS. The Service connects to your calendar, extracts upcoming appointments with phone numbers, and contacts recipients to confirm attendance. The Service does not manage scheduling, rescheduling, or calendar modifications.

3. Customer Obligations

You are responsible for ensuring that you have the legal basis to contact the individuals whose phone numbers appear in your calendar. This includes obtaining any necessary consent for automated calls and SMS messages in your jurisdiction. You must not use the Service for unsolicited marketing, spam, or any purpose other than appointment confirmation.

No protected health information. Callbax does not currently offer a Business Associate Agreement and is not offered for use by, or on behalf of, HIPAA covered entities or their business associates. You must not use the Service to create, receive, maintain or transmit protected health information. If you are subject to HIPAA, do not connect a calendar or upload a file whose contents would constitute protected health information.

4. Data Processing

The Provider processes personal data (phone numbers, appointment times) on behalf of the Customer as a data processor under GDPR. A Data Processing Agreement (DPA/AVV) is available upon request. Details of data handling are described in our Privacy Policy.

5. Subscription and charges

Subscription. Callbax is sold as a monthly subscription: Callbax Confirm at $79 per month, Callbax Reviews at $79 per month, and Callbax Complete (both products) at $118 per month. The subscription begins when you complete checkout and renews automatically each month until cancelled. Prices are in US dollars and exclude any taxes that may apply.

Price changes.The prices above apply to new purchases. If you are already subscribed, you continue to be charged the price your subscription was created at until you change plan yourself; we do not reprice an active subscription without telling you first. Should we ever need to change the price of an existing subscription, we will give you at least 30 days’ notice by email before it takes effect, and you may cancel at any point before then. Usage rates are the same on every plan and are stated below.

Usage. In addition to the monthly fee you are charged $0.49 per appointment put through a confirmation — one charge per appointment, covering the text, the follow-up call if one is needed, and any retry, whether or not the customer replies — and $0.15 per standalone SMS, which includes review requests. Usage is charged only for messages actually sent.

Free allowance. The first 100 confirmation workflows on an account carry no usage charge. This allowance is granted once per business, not once per month, and is consumed before any usage is billed. The monthly subscription fee is payable from the start and is not covered by the allowance.

When you are charged. The subscription fee is charged by Stripe at the start of each billing period. Usage is totalled daily and added to your current Stripe invoice, so it appears on the next invoice rather than as a separate payment. Your month-to-date usage and estimated total are visible in Callbax at any time. You may set an optional monthly spend cap; once the cap would be exceeded, sending pauses for the rest of the month.

Cancellation. You may cancel at any time, with no minimum term and no cancellation fee. Cancellation takes effect at the end of the current billing period; the period already paid for is not refunded, and no further monthly fee is charged. Usage already incurred remains payable. Sending stops when the subscription ends; your data remains accessible until you delete it.

Failed payment. If a payment fails, Callbax pauses sending for the affected product until payment succeeds. Your appointments and settings are retained. You can update your payment method from the billing screen.

Refunds. Callbax does not offer refunds for a billing period that has already begun or for usage already delivered. If Callbax has charged you in error, tell us at hello@callbax.ai and we will correct it.

Price changes.The Provider may adjust pricing with 30 days' notice, which will not affect a billing period already paid for.

6. Availability

The Provider aims for 99.5% uptime but does not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance. The Provider is not liable for downtime caused by third-party telephony or calendar providers.

7. Liability

The Provider is liable only for intent and gross negligence. Liability for slight negligence is limited to material contractual obligations. The Provider is not liable for failed call or SMS delivery caused by recipient carriers, network issues, or incorrect phone numbers.

8. Termination

Either party may terminate the agreement at any time with effect at the end of the current billing period. Upon termination, all customer data will be deleted within the configured retention period (default: 30 days). You may export your data before termination.

9. Governing Law

These terms are governed by the laws of the Federal Republic of Germany. Place of jurisdiction is Berlin, Germany.

10. Contact

Forward Systems GmbH
Auguststraße 47A, 10119 Berlin
Email: hello@callbax.ai