OnHand Voice terms of use
Last updated: 17 October 2026
These terms apply to the Shopify app OnHand Voice ("the app"), provided by Elektraset, s.r.o. ("we", "us"), to the merchant who installs it ("you"). By installing or using the app you agree to these terms. Contact: help@elektraset.com.
1. The service
The app answers phone calls for your Shopify store with information from your store (products, inventory per location, prices, order status) and the rules and answers you set. It can transfer calls to your team, take voicemails, record calls when you turn recording on, and show call logs and summaries. Answers are built only from your store data and your own texts; the app does not change orders, prices or inventory.
2. Your Twilio account
Telephony runs in your own Twilio account. You are responsible for your agreement with Twilio, for Twilio's charges (numbers, minutes, speech recognition, text-to-speech, recordings), and for the phone numbers you use. The cost estimates in the app are estimates; Twilio's invoice is authoritative.
3. Your responsibilities
- Keep your catalog, inventory and rules accurate; the agent answers from them.
- Tell callers that they speak with an automated assistant (the default greeting does this) and comply with the laws on call recording, consent, telemarketing and data protection that apply to you and your callers. If you turn recording on, the app always plays your recording notice first.
- Do not use the app for unlawful, deceptive or abusive calls, or for outbound marketing calls.
4. Plans and billing
The Free plan includes 30 live call minutes per month. Paid plans (Starter 19 USD and Pro 49 USD per 30 days, each with a 14-day free trial) are billed by Shopify through your Shopify invoice. When the monthly minutes of your plan (or your own lower cap) are used, calls go directly to your transfer number or voicemail until the next month. You can change or cancel your plan at any time in the app; Shopify handles prorating and refunds under its billing rules.
5. Availability and changes
We work to keep the app available, but we do not guarantee uninterrupted service; Shopify, Twilio and network outages can affect calls. Configure a transfer number or voicemail so callers can always reach you. We may change features with reasonable notice.
6. Data
Our privacy policy (https://onhand-voice.apps.elektraset.com/privacy) explains how we process data. For data about your callers and customers you are the controller and we act as your processor.
7. Liability
The app is provided "as is". To the extent the law permits, we are not liable for indirect or consequential damages, lost sales or lost profits, or for wrong answers caused by inaccurate store data, and our total liability is limited to the fees you paid us for the app in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.
8. Termination
You can stop using the app at any time by uninstalling it. We may suspend the app for a store that breaks these terms. After uninstalling, data is deleted as described in the privacy policy.
9. Law
These terms are governed by the laws of the Slovak Republic, without prejudice to mandatory consumer or business protections in your country.
Contact
Elektraset, s.r.o. – help@elektraset.com – https://elektraset.com/