Terms of service

1. What Taiwa is

Taiwa translates live voice calls in real time between an agent and a customer. It is a browser extension that runs inside a supported call console and a desktop application for Windows, together with a service that manages your account, your settings and your usage. Translation is performed by the translation supplier you choose — currently DeepL SE, OpenAI or Google — under your own agreement with that supplier, using credentials you supply to us. Taiwa is not a translation engine. Supported platforms are listed at taiwa.cx/platforms and change over time.

2. What Taiwa is not

Taiwa is not a substitute for a certified human interpreter. You must not use Taiwa as the means of communication for medical consultations, legal proceedings or advice, safeguarding matters, or regulated financial advice.

Taiwa is machine translation and will sometimes be inaccurate; you are responsible for how your agents use it. It translates voice on supported call platforms only — not tickets, chat, email or any asynchronous channel. It augments your call platform; it does not replace it, and it does not alter your routing, queueing or telephony.

3. Telling your customers

You are responsible for telling the people you call, or who call you, that the conversation is being machine-translated and that their speech is processed by a third party for that purpose. You are the controller of your customers' personal data; we are your processor.

We recommend informing the other party at the start of the call, alongside any recording notice you already give. This is a recommendation, not legal advice. You warrant that you have a lawful basis for the processing described in the Data Processing Agreement.

4. Your account

To use Taiwa you must have an active account with a supported call platform, the administrator permissions that platform requires, and provide accurate information when asked. Access is granted per account and is currently approved individually. We may decline an application, including where the intended use falls within §2.

5. Acceptable use

You agree not to use Taiwa for the restricted purposes in §2, violate applicable laws, infringe intellectual property rights, reverse engineer or extract source code, interfere with or disrupt the service, access it through unauthorised means, or circumvent, disable or misreport usage metering, limits or billing.

6. Pricing, usage and payment

Taiwa charges a flat platform fee per active user per calendar month, subject to a monthly minimum. The fee does not vary with the number of minutes translated: there is no included allowance and no overage charge. Translation you buy from your translation supplier is billed by that supplier under your own agreement. Prices are published at taiwa.cx/pricing, exclusive of tax; VAT may apply depending on your location. An active user is an individual user of your account who completed at least one translation — of a call or of a message — during that calendar month. The fee is charged monthly in arrears, because the count is only final once the month has ended. Usage is measured by us; where our records and yours differ, ours govern, and we will show you the working on request.

Translation itself is not billed by us. You hold your own agreement with a translation supplier, that supplier meters and invoices your translation directly, and we are not a party to that contract or to any amount owed under it. New accounts receive a limited trial allowance of translation on our own DeepL account; when it is used up, translation stops until your own supplier key is loaded into your account. Where you have instead agreed in writing to buy translated minutes from us, the minute rates in that agreement apply and are billed in addition to the platform fee. Premium Support, where you have ordered it, is a flat monthly charge per account in addition to the platform fee, at the price and service levels published at taiwa.cx/premium-support on the date of your order. An order placed in the portal is for a minimum term of twelve monthly charges, the first being for the calendar month in which it starts. After the minimum term it continues month by month until you cancel it. A cancellation takes effect at the end of the minimum term or, after it, at the end of the month in progress.

7. Term and cancellation

The platform fee is a rolling monthly charge with no minimum term. You may cancel at any time, effective at the end of the month in progress; the month in progress is payable in full and we do not pro-rate. Cancelling your Taiwa account does not cancel your agreement with your translation supplier, which you hold separately and must end with that supplier. Where you have separately committed to a minimum term, for purchased minutes or for Premium Support, that commitment stands on its own terms.

8. Translation accuracy and liability

Taiwa performs machine translation. We do not warrant that any translation is accurate, complete, or fit for any particular purpose. You acknowledge that Taiwa is not a substitute for a certified human interpreter, that its limitations are published at taiwa.cx/limits, and that your agents can see the live transcript and can disable translation at any point during a call.

To the maximum extent permitted by law, neither Taiwa nor Kanso CX Ltd has any liability for any loss, damage or cost — whether direct, indirect, incidental, special or consequential — arising out of or in connection with your use of the service or with any translation being inaccurate, incomplete, delayed or unfit for purpose, including any loss of profit, revenue, business, goodwill, anticipated savings or data. Where liability cannot lawfully be excluded, our total aggregate liability arising out of or in connection with these Terms is limited to the charges you paid us in the twelve months before the event giving rise to the claim. Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law.

9. Intellectual property

Taiwa, its extension, its desktop application, its service and all associated content are the property of Kanso CX Ltd. These Terms grant you a licence to use Taiwa; they transfer nothing. Your data remains yours. Your calls remain yours. We claim no rights over either, and we do not use your calls to train anything.

10. Data protection

Our processing of personal data is governed by the Data Processing Agreement at taiwa.cx/legal/dpa, which forms part of these Terms. Our own privacy practices are described at taiwa.cx/legal/privacy.

11. Suspension and termination

We may suspend or terminate access where you breach these Terms, including §2 and §5, or for non-payment.

12. Changes

We may update these Terms. Where a change is material we will tell account administrators by email and date the change on this page. Continued use after that constitutes acceptance.

13. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

14. Language

This page is provided in several languages for convenience. If there is any conflict or inconsistency between a translation and the English version, the English version prevails.

15. Contact

[email protected] · Kanso CX Ltd, registered in England & Wales, company no. 07963643, 66 Paul Street, London EC2A 4NA, United Kingdom.