服務條款 · Terms of Service.
Cenvoi（核心智聲）由 Cenlyio Limited（香港）營運。使用 Cenvoi 服務即表示同意以下條款。本條款為一般條款；個別客戶服務協議如有不同，以該協議為準。
Cenvoi is operated by Cenlyio Limited, Hong Kong. By using the Cenvoi service you agree to these terms. These are our general terms; where an individual client service agreement differs, that agreement prevails.
1. 服務內容 · The service
Cenvoi 提供全程代辦的 AI 客戶服務：按所選方案包括網站語音＋文字對話、WhatsApp 客服及 AI 電話接待員。知識庫、對話腳本及轉駁規則由 Cenvoi 團隊為客戶建立及管理；AI 只會根據客戶批核的資料回答，不確定的查詢會記錄並轉交客戶跟進。
Cenvoi provides done-for-you AI customer service: depending on your plan, website voice + text chat, WhatsApp customer service and an AI phone receptionist. The Cenvoi team builds and manages your knowledge base, conversation script and escalation rules; the AI answers only from information you have approved, and uncertain queries are captured and handed to you rather than guessed.
2. 方案與帳單 · Plans & billing
各方案價格以 cenvoi.com 收費頁公佈為準。Cenvoi 採用單一方案：每月平台費 HK$688，另按用量以每個 credit HK$8 計費（用多少付多少）。月費方案可隨時取消，於當期帳單週期完結時生效；年繳方案可享 85 折，並回贈一半一次性設定費。香港以外客戶以美元收費，按當時匯率由港幣價格折算（湊整至最接近的十美元）。一次性設定費按所啟用的渠道計算，用於知識庫及渠道建立，於上線時收取；知識庫建立展開後不獲退還。
Plan prices are as published on the cenvoi.com pricing page. Cenvoi has a single plan: a HK$688/month platform fee plus pay-as-you-go usage billed at HK$8 per credit. Monthly plans can be cancelled at any time, effective at the end of the current billing cycle; annual plans save 15% and credit back half the one-time setup fee. Clients outside Hong Kong are billed in USD, converted from the HKD prices at the prevailing exchange rate (rounded to the nearest ten US dollars). One-time setup fees are charged per channel turned on, fund the knowledge and channel build, are invoiced at go-live, and are non-refundable once the build has started.
3. 用量定義 · Usage definitions
用量以 credit 計算，每個 credit 為 HK$8。電話來電：一通已接聽、4 分鐘以內的來電計為 1 個 credit（HK$8）；超過 4 分鐘每 4 分鐘計多一通。WhatsApp／網站對話：與同一位客人於 24 小時內的訊息往來（文字或語音）計為半個 credit（HK$4）。SMS：每則半個 credit（HK$4）。WhatsApp 提醒／推廣訊息（範本）：每則四分之一 credit（HK$2）。20 秒以內的來電、垃圾及打錯電話免費，不計入用量。預繳套包內未用完的通數可滾存至下一個月。
Usage is billed in credits, each credit HK$8. Phone call: one answered inbound call of up to 4 minutes = 1 credit (HK$8); a longer call counts as an additional call per further 4 minutes. WhatsApp / website conversation: messages exchanged with one customer within a 24-hour window (text or voice) = half a credit (HK$4). SMS: half a credit (HK$4) each. WhatsApp reminder / campaign (template): a quarter credit (HK$2) each. Calls under 20 seconds, spam and wrong numbers are free and not counted. Unused calls in a prepaid pack roll over for one month.
4. 超額使用 · Overage
Cenvoi 採用用多少付多少的收費方式，服務不會因用量而中斷。每通電話 HK$8、每個 WhatsApp／網站對話半個 credit，按實際用量計費；亦可選擇預繳通話套包（160／320／640／1,280 通），超出套包的通數同樣以 HK$8 計，未用完可滾存一個月。用量會在儀表板即時顯示並附上港幣金額，並於達到預繳套包 80% 時通知客戶。垃圾來電及打錯電話不會計入用量。多分店或大量用量可洽談自訂方案（可享低於 HK$8 的每通費率）。
Cenvoi is pay-as-you-go and the service is never interrupted by usage. Each phone call is HK$8 and each WhatsApp / website conversation is half a credit, billed on actual usage; you may optionally prepay a call pack (160 / 320 / 640 / 1,280 calls), with any calls beyond the pack billed at the same HK$8 and unused calls rolling over for one month. Usage shows live on your dashboard with the HK$ beside it, with an alert at 80% of a prepaid pack. Spam and wrong-number calls are never billed. Multi-location or high-volume needs can be arranged as a Customized plan (with a per-call rate below HK$8).
5. WhatsApp／Meta 費用 · WhatsApp / Meta fees
Meta 就 WhatsApp Business API 收取的費用：客戶服務對話的 Meta 每對話費用，已按原價（不另加成）包含在半個 credit 的對話收費之內；推廣廣播使用 WhatsApp 範本，每則四分之一 credit，Meta 的範本費用亦已包含在內。Meta 費率由 Meta 訂定並可能變更。
Meta's WhatsApp Business API fees: for customer-service conversations, Meta's per-conversation fee is included at cost (no markup) within the half-credit conversation price; marketing broadcasts use a WhatsApp template at a quarter credit each, with Meta's template fee included. Meta's rates are set by Meta and may change.
6. 服務性質 · Nature of service
AI 只根據客戶提供並批核的業務資料回答；客戶有責任確保該等資料準確及適時更新。Cenvoi 採取合理措施維持服務穩定，但不保證服務不受中斷。AI 不會提供醫療、法律或財務意見；相關查詢會轉交客戶跟進。
The AI answers only from business information you provide and approve; you are responsible for keeping that information accurate and current. We take reasonable measures to keep the service available but do not guarantee uninterrupted operation. The AI does not provide medical, legal or financial advice; such queries are escalated to you.
7. 責任上限 · Limitation of liability
就本服務引起的所有申索，Cenlyio Limited 的總責任以緊接事件前三個月客戶已支付的費用為上限，且不包括任何間接或後果性損失。
For all claims arising from the service, Cenlyio Limited's aggregate liability is capped at the fees you paid in the three months preceding the event, and excludes indirect or consequential losses.
8. 終止 · Termination
客戶可隨時取消月費方案，於當期帳單週期完結時生效。如客戶嚴重違反本條款（包括將服務用於違法用途），Cenvoi 可暫停或終止服務。
You may cancel a monthly plan at any time, effective at the end of the current billing cycle. Cenvoi may suspend or terminate the service for material breach of these terms, including unlawful use.
9. 管轄法律 · Governing law
本條款受香港特別行政區法律管轄。
These terms are governed by the laws of the Hong Kong Special Administrative Region.
10. 查詢 · Contact
如對本條款有任何疑問，請聯絡 Cenlyio Limited（可經本網站的 AI 助手留下聯絡方法）。
For any questions about these terms, please contact Cenlyio Limited (you can leave your details with the AI assistant on this website).