1.About these terms
These Terms of Service (the "Terms") are an agreement between you and MediaSFU ("MediaSFU", "we", "us"), based in Edmonton, Alberta, Canada. They govern your use of the MediaSFU website, dashboard, APIs, SDKs, apps and related services (the "Service").
If you accept these Terms for an organization, you confirm that you are authorized to bind it, and "you" means that organization. If you have a signed agreement or order form with MediaSFU, it takes precedence over these Terms where the two conflict.
How we handle personal information is described in our Privacy Policy, which forms part of these Terms.
2.Accounts and security
Eligibility
You must be at least 18 years old, or the age of majority where you live, and able to form a binding contract.
Accurate information
Keep your account, contact and billing details accurate and current. We use them to send service, security and billing notices.
Credentials and API keys
You are responsible for activity under your account and for keeping passwords and API keys confidential. Rotate keys you suspect are exposed and tell us promptly at support@mediasfu.com about any unauthorized use.
3.Acceptable use
You must not use the Service, or allow others to use it, to:
- break any applicable law, or infringe anyone's intellectual property, privacy or publicity rights;
- send spam or unsolicited calls or messages, or contact people who have opted out;
- impersonate any person or organization, or deceive people about who, or what, they are talking to;
- distribute malware, or harass, threaten or exploit anyone, including any content that sexualizes minors;
- gain unauthorized access to, probe or load-test the Service or other accounts without our written permission;
- circumvent usage limits, metering or billing, or resell the Service except as your plan allows; or
- reverse engineer the Service, except to the extent the law allows despite this restriction.
We may investigate suspected misuse and take proportionate action, including removing content or suspending access.
4.Your content
Ownership
You keep all rights in the media, recordings, messages, transcripts, contact lists, agent configurations and other material you or your users submit ("Your Content").
Permission to operate the Service
You grant MediaSFU a limited licence to host, transmit, process and store Your Content only as needed to provide, secure and support the Service for you, and as the law requires.
Your responsibilities
You are responsible for Your Content and for having the rights, notices and consents needed to use it with the Service.
Processing on your behalf
When we process personal information about your end users or contacts, we act as your service provider (processor) and follow your instructions. A data processing agreement is available on request at accounts@mediasfu.com.
5.Calling, recording and AI features
Your numbers and carriers
MediaSFU does not sell or issue phone numbers. You connect numbers and SIP trunks you already hold, and MediaSFU routes the calls. You are responsible for your right to use those numbers and for your carrier's terms and charges.
Emergency calls
The Service is not a replacement for ordinary telephone service and does not provide access to emergency services such as 911. Do not rely on it for emergency calls. Where emergency calling is available, your carrier provides it directly, not through MediaSFU.
Consent, recording and outreach laws
You are responsible for giving the notices and obtaining the consents that the law requires for your calls and sessions. That includes recording, transcription and translation, telling people when they are speaking with an AI agent, and following outbound calling and messaging rules such as Canada's Unsolicited Telecommunications Rules and anti-spam legislation, the U.S. Telephone Consumer Protection Act, and do-not-call lists.
AI output
AI features produce output automatically, and it can be inaccurate or incomplete. Review output before relying on it. You are responsible for decisions you make using it.
Providers you connect
When you connect your own providers, such as speech, language-model, voice, storage or telephony services, their terms and charges apply to your use of them. MediaSFU is not responsible for services it does not provide.
6.Fees, credits and subscriptions
Prices and payment
Fees are as shown on our pricing page, at checkout or in your order form, plus applicable taxes. Payments are processed by Stripe and PayPal.
Credits and prepaid balances
Credits, top-ups, prepaid balances and usage bundles are final once purchased. They are non-refundable, non-transferable and cannot be exchanged for cash, except where the law requires otherwise or under an exception in section 6.5.
Subscriptions and renewals
Subscriptions renew automatically on the terms shown at checkout or in your account until you cancel. Cancelling stops future renewals. The current period is not refunded or prorated unless the law requires it or we agree otherwise.
Price changes
We will give you reasonable advance notice before a price change applies to an active subscription. The change takes effect from your next renewal.
Billing errors and exceptions
Contact accounts@mediasfu.com promptly if something looks wrong. We review duplicate charges, confirmed billing errors, unauthorized transactions, account mistakes caused by MediaSFU, and service failures we determine warrant a refund or credit.
What is not refundable
Unless the law requires otherwise, we do not refund used credits, consumed minutes or infrastructure usage, promotional, trial or expired credits, custom work, or third-party and provider costs.
Disputes and non-payment
Please contact us before disputing a charge with your bank. We may restrict an account while a chargeback is reviewed, and may suspend it if fees remain unpaid after notice.
7.The Service, changes and support
Changes
We improve the Service continually and may change or retire features. Where a change materially reduces core functionality you pay for, we will give reasonable advance notice where practical.
Preview features
Features labelled beta, preview or experimental may change or be withdrawn, and are provided without any service commitment.
Support
Support is available at support@mediasfu.com during business hours. Response commitments or service levels apply only where your plan or signed agreement states them.
Recordings
Completed cloud recordings stay in MediaSFU staging for 72 hours and are then deleted. Download them, or configure your own storage, within that window.
8.Intellectual property
Our property
MediaSFU and its licensors own the Service, including its software, SDKs, documentation and branding. These Terms give you no rights in them except the right to use the Service as described here.
SDK and open-source licences
SDKs and code samples are provided under the licence that accompanies them. Open-source components remain under their own licences.
Feedback
If you send us suggestions, we may use them without restriction or obligation to you.
9.Suspension and termination
By you
You may stop using the Service and close your account at any time.
By us
We may suspend or end your access if you breach these Terms, fail to pay, create a security or legal risk, or if the law requires it. Where practical and lawful, we will tell you first and give you a chance to fix the problem.
Effect
When access ends, your right to use the Service stops. Export anything you need before closing your account. Sections that by their nature should continue, including fees owed, disclaimers, limits of liability, indemnity and governing law, survive.
10.Disclaimers
The Service is provided "as is" and "as available". To the extent the law allows, MediaSFU disclaims all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not promise the Service will be uninterrupted or error-free, and we are not responsible for networks, carriers or providers we do not control. Nothing in these Terms excludes rights you have under consumer protection laws that cannot be excluded.
11.Limitation of liability
Excluded losses
To the extent the law allows, MediaSFU is not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill, arising from the Service or these Terms.
Cap
To the extent the law allows, MediaSFU's total liability for all claims relating to the Service or these Terms is limited to the greater of the fees you paid MediaSFU in the 12 months before the event giving rise to the claim, or CAD $100.
Exceptions
These limits do not apply to liability that cannot be limited by law.
12.Indemnity
You will defend and indemnify MediaSFU against third-party claims, and related losses and reasonable legal costs, arising from Your Content, your use of the Service, your breach of these Terms, or your breach of law, including consent, recording and calling laws.
13.Governing law and disputes
Governing law
These Terms are governed by the laws of the Province of Alberta and the federal laws of Canada that apply there, without regard to conflict-of-law rules.
Courts
The courts located in Edmonton, Alberta have exclusive jurisdiction over any dispute arising from these Terms or the Service, and both parties submit to that jurisdiction.
Informal resolution first
Before starting proceedings, contact us at accounts@mediasfu.com and give us 30 days to try to resolve the matter. Either party may still seek urgent interim relief from a court.
14.Changes to these terms
We may update these Terms. We will post the new version here with a new effective date, and give reasonable advance notice of material changes by email or in the dashboard. If you keep using the Service after a change takes effect, you accept the updated Terms. If you do not agree, stop using the Service before then.
15.General
Entire agreement
These Terms, the policies they reference and any order form are the whole agreement between us about the Service.
Severability and waiver
If a provision is unenforceable, the rest remains in effect. Not enforcing a provision is not a waiver of it.
Assignment
You may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of assets.
Events beyond control
Neither party is responsible for delays or failures caused by events beyond its reasonable control. This does not excuse payment obligations.
Notices
We send notices to the email address on your account. Send legal notices to accounts@mediasfu.com.
16.Contact
MediaSFU, Edmonton, Alberta, Canada.
Legal, contracts and billing: accounts@mediasfu.com. Support and privacy: support@mediasfu.com.
Change history
| Version | Date | What changed |
|---|---|---|
| 3.0 | September 27, 2026 | Rewritten as numbered clauses. Named the contracting party and governing law (Alberta), and added a liability cap. Added terms for your content, calling and consent laws, emergency calls, AI output and connected providers. |
| 2.3 | June 17, 2026 | Clarified credits, subscriptions and refund exceptions. |