Terms of service

The short version

• Aydria acts for you, on your instructions. It does its very best, but it can’t decide for a company.
• Nothing that costs money, signs, cancels or accepts an offer happens without your explicit Yes.
• You see the price in credits before you say Yes. Hold time is free. If a case fails, you get the credits back automatically.
• On calls, Aydria is honest about being an AI whenever someone asks.
• You can cancel your plan in two clicks and delete your account yourself.
• Your rights as a consumer under Dutch and EU law always stay intact.

About these terms

These terms are the agreement between you and Aydria B.V. (“we”, “us”), the Dutch company that runs Aydria. Our registration details are on the imprint. They apply to aydria.com, the app at app.aydria.com, the desktop apps, Aydria on WhatsApp, and everything Aydria does for you.

You agree to them when you create an account. Our privacy policy explains what we do with your data. It’s a separate document, but the “Never sold. Never shared.” promise in it is part of this agreement.

Aydria is for consumers: people sorting out their own life admin. If you use it for a business, tell us, because some consumer rules below then work differently.

What Aydria does, and what it can’t promise

You tell Aydria what’s wrong. Aydria works out the company, the contract and what you’re owed, shows you a plan with its price in credits, and after your Yes it carries out that plan: it calls, waits on hold, talks to the company, writes emails and letters, follows up, keeps proof of every step, and checks that the result really happened.

Aydria acts on your instructions and on your behalf. Each case is an assignment you give us. When you approve a plan, you give Aydria permission to act in your name for that case, within the limits of that plan, and no further.

We promise effort and care, not a particular result. Aydria does what a careful, capable assistant would do. But a company makes its own decisions. We can’t guarantee that it will refund you, cancel on time, agree with you or answer quickly. We also can’t promise how long a case will take.

Aydria isn’t a lawyer. It writes formal letters, complaints and objections from proven templates and the facts you give it, but it doesn’t give legal advice. For a big dispute, get advice from a lawyer or the Juridisch Loket.

Legal deadlines are yours. Aydria tells you about deadlines it knows of, and moves fast when you tell it one is close. But you’re responsible for meeting the legal deadlines in your own matter, like the six weeks to object to a decision. Mention them when you start the case.

Sometimes the company needs you. Some companies insist on talking to you, or won’t deal with an assistant at all. Aydria then asks you to join the call, or switches to writing.

Aydria is available most of the time, not all of the time. We work hard to keep it running, and post problems on our status page, but we can’t promise it will never be down.

Your Yes

This is the heart of how Aydria works, so it’s a binding rule:

1. Before a case starts, Aydria shows you the plan: what it will do, what it will share with the company, and what it costs in credits.
2. Nothing happens until you say Yes. Your Yes is an explicit tap or reply, never a default or a pre-ticked box.
3. Anything that costs money, signs something, cancels something or accepts an offer needs its own explicit Yes, even inside a case you already approved. That includes sending a first letter, filing a formal complaint or escalation, and accepting a company’s offer.
4. If Aydria needs to share something that wasn’t on the plan, or do something the plan didn’t cover, it asks you again.
5. You can stop a case at any time. Credits that were only reserved come back to you in full.

Aydria on the phone

• Aydria is an AI, and it calls companies on your behalf, with your permission. It calls from a Dutch number under the name “Aydria”.
• Every call opens with: “Hi, this is Aydria, an AI assistant calling on behalf of [your name].” This introduction can’t be switched off.
• Honest when asked. Always. Whatever the setting, if anyone asks whether they’re talking to a computer, a robot, an AI or a real person, Aydria says it’s an AI assistant calling on your behalf. It never pretends to be you or anyone else.
• By using phone cases, you allow Aydria to tell the company your name and why it’s calling, and to share the details on the plan you approved.
• Call recording is off by default. If you switch it on, Aydria announces it at the start of every call and stops recording if the other person objects.
• Aydria only calls verified business numbers. Never private individuals, emergency numbers or premium-rate numbers.

Your account

• You must be at least 16 to use Aydria. If you’re under 18, you need permission from a parent or guardian for a paid plan or a credit pack.
• One account is for one person. Give us correct details and keep them up to date: Aydria can only be as accurate as what it’s told.
• Keep your sign-in safe. If you think someone else got into your account, tell us at support@aydria.com straight away.
• Your secrets vault is encrypted with a key we never see. That keeps it safe, but it also means we can’t recover it. If you lose all your devices and your recovery key, your secrets are gone.
• Family plan. A Family plan is for up to 5 people, who share one credit pool. The owner pays and invites the others. Each member accepts these terms for their own account. Members' cases and memories are private, also from the owner. The owner can set monthly credit limits per member and remove members. Members can leave at any time.
• Delegate (Pro). On Pro you can add a delegate: an assistant who can act on your account. What your delegate approves counts as approved by you.

Credits

What credits pay for

Credits pay for the work Aydria does. A phone case costs 250 credits and includes up to 20 minutes of talking across all its calls. A written case costs 50 credits and includes up to 6 follow-ups. A posted letter costs 200, a registered letter 1,000. The full price list is on the pricing page. Hold time, phone menus, joining a call yourself and support chat cost nothing. Aydria always shows the price before you say Yes.

Where credits come from

• Your plan. The Free plan starts with 400 credits and adds 100 every month, up to a balance of 400. Plus gives 1,200 a month, Family 3,000 shared, Pro 8,000.
• Credit packs. 500 credits for €6, 1,500 credits for €15, 4,000 credits for €35. Pack credits never expire while you have an account.
• Promo codes. Promo credits expire on the date shown when you redeem the code.

The order credits are spent in

Rolled-over credits first, then promo credits, then this month’s plan credits, then pack credits. Packs go last because they never expire. Within each kind, the credits that expire soonest go first.

Rollover

On a paid plan, monthly credits you don’t use roll over to the next month, up to one month’s worth. Credits that have already rolled over once expire at the end of that month. Free plan credits don’t roll over, but they don’t expire either: the monthly top-up simply fills your balance back up to 400.

Reserved, then spent

When you say Yes, the case’s price is reserved, not spent. Credits are only taken as the work happens: for a phone case when the first conversation with a person starts, for a written case when the first message is sent. If the case ends before that, because the company fixed it or you stopped it, the reservation is released in full.

Extra talking time

After the first 20 minutes of talking in a phone case, each started minute costs 10 credits. Hold time is never counted. At 40 minutes in total, Aydria pauses and asks you before it goes on.

Failed case, credits back

If a case fails, you get all the credits you spent on it back, automatically. A case fails when Aydria couldn’t reach the company, when the company refused and there was no way to escalate, or when we made a mistake. Credits go back to where they came from. If those credits expired in the meantime, you get them back with 31 days to use them, and pack credits never expire. A partial result, like getting €30 of the €42.50 you were owed, counts as a result, so those credits aren’t refunded.

If you run out during a case

A live call never stops because you ran out. Running calls finish, and your balance may go down to −50 credits to make that possible. We cover that and settle it from your next top-up or renewal, and the app shows it. New steps wait until you add credits.

Auto top-up

If you switch on auto top-up, Aydria buys the pack you chose when your balance drops below the level you set, at most 2 times a month unless you raise that limit. You can switch it off at any time.

What credits are not

Credits have no cash value. You can’t exchange them for money, except in the cases below, and you can’t sell or transfer them, except within a Family pool.

Price changes

If we change the price list, the new prices apply only to new cases. A case always keeps the price you approved.

Getting money back for credits

• Within 14 days of buying, through your right of withdrawal (below).
• When you delete your account, you can ask for a refund in money of unused pack credits you bought in the last 14 days. Ask at support@aydria.com when you delete your account, or within 30 days after. Other credits end with your account.
• If we close Aydria, or your account without it being your fault, we refund unused pack credits and the unused part of a plan you paid for in advance.

Plans and billing

• Prices are in euros and include 21% Dutch VAT. The current prices are on the pricing page.
• Paying. Plans are paid in advance, monthly or yearly, and renew automatically until you cancel. Payments run through Stripe.
• Cancelling takes two clicks: Settings → Plan and credits → Cancel plan, then confirm. No forms, no phone calls, no “are you sure?” maze.
• What cancelling does. Your plan keeps running until the end of the period you paid for, and you can use its credits until then. Pack credits stay as long as you have an account. After that, you’re on the Free plan. We don’t refund the rest of a period you’ve started, except where your right of withdrawal or the yearly-plan rule below applies.
• Yearly plans. We email you before a yearly plan renews. After the first year, you can cancel a renewed yearly plan at any time with one month’s notice, and we refund the full months that are left.
• Upgrading takes effect immediately. You pay the difference for the rest of the period, and the difference in monthly credits is added straight away.
• Downgrading takes effect at the end of the period. Credits you already got stay yours.
• If a payment fails, we tell you and try again. You have 7 days to fix it. Meanwhile your cases keep running on the credits you have, but no new monthly credits are added. If it’s still not paid after 7 days, your account moves to the Free plan. The credits you already have stay usable under the normal rules.
• Plan price changes. We tell you at least 30 days in advance. The new price applies from your next renewal, and you can cancel before then at no cost.
• Invoices are in Settings → Plan and credits.

Your 14-day right of withdrawal

When you buy a paid plan or a credit pack online, you can withdraw within 14 days without giving a reason. The 14 days start on the day you buy.

To withdraw, tell us clearly, for example by email to support@aydria.com. You can use the form below, but you don’t have to.

When you approve a case within those 14 days, you’re asking us to start before the withdrawal period ends. If you then withdraw, you pay only for what Aydria already did:

• Credit pack: we refund the credits of that pack you haven’t used.
• Plan: we refund what you paid, minus the share of that period’s plan credits you used.

We refund within 14 days of receiving your withdrawal, using the same payment method you paid with.

Model withdrawal form

To: Aydria B.V., support@aydria.com

I hereby give notice that I withdraw from my contract for the following service: [your plan or credit pack]

Bought on: [date]
Name: [your name]
Address: [your address]
Email address of your Aydria account: [email]
Signature: [only if you send this on paper]
Date: [today]

Fair use and acceptable use

Aydria talks to real people at real companies, in your name. So there are things it won’t do, and things you agree not to use it for:

• No harassment. Don’t use Aydria to pressure, threaten, flood or waste the time of a person or a company.
• No fraud. No false claims, invented damage, refunds you aren’t owed or fake documents.
• No impersonating others. Aydria acts for you, under your name. You can’t make it act as someone else, or claim to be a person, company or authority it isn’t.
• No cases about people without their consent. Start cases about your own matters. You can help someone else, like a parent, only if they asked you to or agreed, and you must be able to show that.
• Nothing illegal, and no using Aydria to break someone else’s rights.
• No getting around the system. No multiple accounts to dodge limits, no reselling Aydria as a service, no attacking, scraping or reverse engineering it. Security research is welcome under our responsible disclosure rules.

To keep Aydria fair and safe, these limits apply to every account:

• at most 20 outbound calls a day, and at most 3 calls a day to the same company;
• on the Free plan, at most 2 new cases an hour;
• the same complaint twice is merged into one case;
• Aydria only calls verified business numbers, or a number you show belongs to a business.

If we see signs of misuse, we review the account and may pause calls and freeze credits while we do. We tell you, credits are never quietly taken, and you can explain your side to a person.

Your content and ours

What you give Aydria (your messages, documents, photos and data) stays yours. You allow us to use it only to provide Aydria to you, as described in the privacy policy.

Aydria learns how companies work: their phone menus, the best time to call, what gets results. We keep that knowledge, without any personal data, and use it to help everyone. Aydria, its name, design and software are ours. You get a personal right to use the apps for as long as you have an account.

Liability

If we make a mistake, we put it right. For example, if Aydria shares something that wasn’t on the plan, sends something you didn’t approve, or skips a step it committed to: we refund the credits for that case and compensate the damage you suffer as a direct result.

Our total liability is limited to the higher of what you paid us in the 12 months before the mistake, or €250.

That limit doesn’t apply to damage caused on purpose or through deliberate recklessness by us or our management, to death or personal injury, or to your rights under the GDPR. And nothing in these terms takes away your mandatory rights as a consumer under Dutch or EU law, such as your right to a service that works as you could reasonably expect. Those are not excluded and never will be.

We’re not responsible for what a company decides or does, for delays by companies or the post, or for problems caused by incorrect information you gave Aydria.

Ending the agreement

You can stop at any time: cancel your plan in two clicks, or delete your account in Settings → Privacy and data → Delete account.

We may suspend or close your account if you seriously or repeatedly break these terms, especially the acceptable use rules. We warn you first, unless the breach is serious (fraud, harassment, danger to someone) or the law requires us to act straight away. We always tell you why, and you can respond. If we close your account because you broke these terms, we don’t refund credits, except where the law says otherwise.

If we ever stop Aydria altogether, we tell you at least two months in advance, give you time to download everything, and refund unused pack credits and the unused part of plans paid in advance.

After your account ends, we handle your data as the privacy policy describes.

Changes

Aydria keeps getting better, and these terms may change with it. If a change is to your disadvantage, we tell you by email and in the app at least 30 days before it takes effect. If you don’t agree, you can cancel and delete your account before then, and if you’ve paid in advance, we refund the unused part. Changes never touch a case you already approved: it keeps its plan and its price. Smaller changes, like clearer wording, take effect when we publish them. Every change is listed in the changelog below.

Complaints, law and disputes

Complaints. Not happy? Tell us at support@aydria.com. We reply within one working day and try to solve it within 14 days. If it takes longer, we tell you why and when you can expect an answer.

Dutch law. Dutch law applies to these terms. If you live in another EU country, you keep the protection of the mandatory consumer law of that country.

Court. If we can’t solve it together, the competent court in the Netherlands decides. As a consumer, you can always take a case to the court where you live, and we can only take you to court there.

Online dispute resolution. The European Commission’s online dispute resolution (ODR) platform closed on 20 July 2025, so we can’t refer you to it. For independent advice, consumers in the Netherlands can turn to ConsuWijzer of the Authority for Consumers and Markets. If you live in another EU country, the European Consumer Centre Netherlands can help with a cross-border dispute.

Changelog

• 1 November 2026: first version.