ConversAI Labs — Acceptable Use Policy

Version 1.0 · Last updated: 28 October 2026

This Acceptable Use Policy ("AUP") forms part of the ConversAI Labs Terms of Service. It applies to everyone who uses the Service through your account, including your team, your API integrations and anyone you let use your agents. Words defined in the Terms have the same meaning here.

1. Telecom rules

You must:

Comply with the Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR), as amended, and all other TRAI directions that apply to your calls.
Register on the DLT platform as a principal entity where required, and use the number series and headers assigned for your type of call (promotional, service or transactional).
Scrub contact lists against the National Customer Preference Register (DND/NCPR) before any promotional call, and respect each person's registered preferences.
Not use the Service to make unsolicited commercial calls, robocalls to random or sequential numbers, or calls to purchased or scraped lists without a lawful basis.

2. Consent and opt-outs

Call only people who have given valid consent, or where you have another lawful basis under the DPDP Act and sector rules. Keep records of consent and be able to show them to us if asked.
Honour every opt-out or "do not call me" request promptly, whether it is made during a call, by message or by any other means. Mark the contact as do-not-call in the dashboard or your own system so they are not called again.
Do not call the same person more often than is reasonable or than the rules for your sector allow.

3. Calling hours

The platform places outbound calls only between 09:30 and 20:00 IST.
This is an outer limit, not permission. You must follow any narrower window that applies to you. For example, RBI rules for lenders and their recovery agents restrict calls to borrowers to 08:00–19:00, so lenders using the Service for collections should end calls by 19:00.
You must also respect the caller's own time preference where they have given one.

4. Recording and AI disclosure

Calls through the Service are recorded. Tell people the call is recorded wherever the law, a regulator or your industry rules require it.
Tell people they are speaking with an AI system where the law or your sector requires it. Whatever the law says, the agent must never claim to be a human when sincerely asked, and must not deny being automated.
Identify your business by name at the start of every call.

5. Voices

Do not clone, imitate or recreate the voice of any real person without that person's clear written consent. You must be able to show us that consent on request.
Do not create or use voices that sound like a child, or agents that present themselves as a child.
Do not use a voice to suggest an endorsement by a real person or organisation that has not given it.

6. Prohibited calls and content

You must not use the Service to:

Impersonate any person, business, bank, government body, police, court or regulator, or hide who is calling.
Commit or assist fraud, phishing, "digital arrest" or KYC scams, or collect OTPs, PINs, passwords, card numbers or bank login details from callers.
Harass, threaten, abuse or intimidate anyone, or use hateful, obscene or discriminatory language.
Collect debts using unlawful or unfair tactics. This includes threats, abusive language, calling or shaming family members, friends or colleagues, false statements about legal consequences, and calling at odd hours. Lenders must follow RBI fair practices and recovery rules.
Make political or election-related calls unless you follow Election Commission of India rules, the Model Code of Conduct, any silence period and any pre-certification that applies.
Promote illegal goods or services, gambling or betting where unlawful, or unlicensed financial, medical or legal services.
Give medical, legal or financial advice through an agent as if it came from a licensed professional, or make guarantees about returns or approvals.
Target children or knowingly call people under 18 for commercial purposes.
Spread misinformation, deepfakes or content that breaks Indian law.

7. Platform misuse

You must not:

Reverse engineer, decompile or try to extract our source code, prompts, sealed flow templates or model behaviour.
Use the Service to build or train a competing product.
Resell, white-label or provide the Service to third parties without a signed partner agreement with us.
Get around credit checks, rate limits, concurrency limits, the calling window or other safeguards.
Probe, scan, load-test or attack the Service, or access another customer's data.
Share accounts, API keys or MCP tokens outside your organisation.

8. Enforcement

We may review usage, call metadata, complaints and, where needed to investigate a reported breach, recordings and transcripts.
Depending on how serious the breach is, we may:
- give a written warning and ask you to fix the problem;
- pause specific campaigns, agents or phone numbers;
- suspend your account; or
- close your account under the Terms.
For serious breaches (fraud, impersonation, harassment, mass unsolicited calling, or a regulator or operator complaint) we may act immediately without warning.
We may report unlawful activity to telecom operators, law enforcement or regulators, and share information with them as required by law.
You will repay any fines, carrier penalties and costs we incur because of your breach, as set out in the Terms.

9. Reporting abuse

If you receive an unwanted call from an agent on our platform, or you believe someone is misusing the Service, email connect@conversailabs.com with the calling number, the date and time of the call, and a short description. We aim to acknowledge reports within 2 business days.

You can also register your preferences with the National Customer Preference Register by calling or sending SMS to 1909, or report unsolicited calls through the TRAI DND app or the Sanchar Saathi portal.

10. Changes

We may update this AUP as laws and risks change. Material changes are notified as described in the Terms.