Service terms
Surfio service terms in plain English
TL;DR: Surfio sells two things: a paid 30-day pilot at USD 380 and a monthly retainer at USD 590 with 300 answered minutes. This page sets out what each includes, what the client does, which points Surfio confirms in writing before a pilot, and what Surfio does not claim.
What Surfio sells
Surfio answers the Cantonese-speaking calls a business cannot handle today, finds out what the caller needs, and hands each enquiry back to the team in English.
Surfio sells this in two forms: a pilot and a retainer. Both use a new dedicated line that Surfio provides.
How a call runs is described on the service page.
Pilot and retainer side by side
| Term | Pilot | Retainer |
|---|---|---|
| Price | USD 380, paid once | USD 590 per month |
| Length | 30 days, then it stops on its own | Month to month |
| Lines | One | Agreed in writing |
| Volume included | Up to 50 answered calls | 300 answered minutes |
| Above the included volume | Agreed in writing | USD 1.20 per answered minute |
| Setup, activation, early termination | None charged | None charged |
| Currency | USD in every market | USD in every market |
The same figures, with unit maths, appear on the pricing page.
What the client receives after each call
- An English summary by email, written for the person who follows up.
- The recording of the call and a transcript.
- An appointment booked during the call, when the caller asks for one.
- The enquiry entered in the client's own CRM.
The client does not need anyone who speaks Cantonese at any point.
What the client does
- Publishes the Surfio line on its website, ads or listings.
- Keeps its existing number. Surfio does not change it, and no telco change is required.
- Tells Surfio which details belong in the summary and who receives it.
Points confirmed in writing before the pilot
These points are not set on the website. Acesley confirms each in writing, for the specific client, before any pilot begins:
- whether calls are answered by a person or by software
- hours of coverage
- supported CRMs
- countries covered
- languages beyond Cantonese
- retention and storage of recordings and transcripts
- delivery times for summaries
- compliance obligations such as HIPAA, PIPEDA or PDPO
- cancellation notice for the retainer
- pricing for regular volume above 300 minutes a month
- payment method and invoicing
- whether any part of a paid fee is ever returned
- which document governs if the written confirmation and this page differ
This page is a plain-language summary. It is not a signed agreement.
What Surfio does not claim
- Surfio does not describe the pilot as free, discounted, no-cost or without obligation. It is paid.
- Surfio does not replace a client's staff and is not a call centre. Surfio takes the Cantonese calls.
- Surfio gives no legal, medical, tax, financial or insurance advice.
- Surfio publishes no customer reviews, case studies, call volumes or answer rates.
- Surfio makes no promise about outcomes from calls, such as sales or bookings won.
- Surfio publishes no term for returning a paid fee.
To ask about these terms, use the Book a demo button on this page, which reaches the founder, Acesley Chan. The about page explains who runs Surfio.
Frequently asked questions
Is there a contract?
The pilot is 30 days and ends by itself. The retainer runs month to month. Surfio charges no early-termination fee.
Do I keep my existing phone number?
Yes. Surfio supplies a separate dedicated line. The existing number is untouched.
What if usage goes over 300 minutes in a month?
Each extra answered minute on the retainer costs USD 1.20. Regular volume above 300 minutes is priced by Acesley in writing.
Are calls recorded?
Yes. The recording and a transcript are part of what the client receives after every call. Retention is on the written list above.