ConversAI Labs — Terms of Service
Version 1.0 · Last updated: 28 October 2026
These Terms of Service ("Terms") are a contract between you and ConversAI Labs, New Delhi, India, GSTIN 07AKPPG4167M3ZK ("ConversAI Labs", "we", "us"). They cover your use of the website conversailabs.com, the dashboard at dashboard.conversailabs.com, our APIs and MCP tools, and the AI voice calls placed or answered through them (together, the "Service").
Please read them with our Acceptable Use Policy, Refund Policy and Privacy Policy, and, for business customers who sign one, our Data Processing Agreement (available on request). Those documents form part of these Terms.
1. Who can use the Service
1.1 The Service is for businesses and professionals. It is not offered to consumers for personal or household use.
1.2 You must be at least 18 years old and able to enter a binding contract under Indian law.
1.3 If you sign up for a company or other organisation, you confirm that you have authority to bind it. In that case "you" means that organisation, and the person signing up also agrees to follow these Terms.
1.4 You may not use the Service if we have previously suspended or closed your account for breaking these Terms, unless we agree in writing.
2. How you accept these Terms
2.1 You accept these Terms by ticking the box that says you agree to the Terms of Service, Acceptable Use Policy and Privacy Policy, either at signup (email or "Sign up with Google") or on the acceptance screen shown in the dashboard.
2.2 If you created your account before that box was shown to you, you accept these Terms by continuing to use the Service after they are published, and you will also be asked to tick the box at a later login.
2.3 When you tick the box, we record the version you accepted, the date and time, and the IP address and browser used, as proof of acceptance.
2.4 If you and we sign an Order Form or a master services agreement, that document wins over these Terms where the two conflict. Everything it does not cover is governed by these Terms.
3. Your account
3.1 Keep your account details accurate and up to date, including your company name, GST details (if you want a GST invoice with your GSTIN) and a working email address. We send legal and billing notices to that email address.
3.2 Keep your password, API keys and MCP tokens secret. Give team members their own logins rather than sharing one. Tell us at connect@conversailabs.com straight away if you think someone has used your account without permission.
3.3 You are responsible for everything done through your account, including all calls placed and all credits used, unless the misuse was caused by our failure to keep the Service secure.
3.4 We may refuse a signup, ask for proof of identity or business details (for example GST or company registration), or limit a new account until checks are complete.
4. The Service
4.1 The Service lets you build AI voice agents from our templates, connect a telephone number, upload contact lists, run campaigns of calls through an agent, and review recordings, transcripts, summaries and analytics.
4.2 Building or editing an agent with our AI builder uses credits, as shown in the dashboard before you confirm.
4.3 Our flow templates, prompts and agent logic are provided in sealed form. You can configure them through the dashboard, but you may not see, copy or extract the underlying prompts or flow files.
4.4 We may change, add or remove features from time to time. If we remove a feature that you are actively paying for, we will give reasonable notice where we can.
4.5 Calling window. The platform places outbound calls only between 09:30 and 20:00 IST. Calls outside that window are held or rejected. This is a minimum safeguard, not legal advice. You must follow any narrower window that applies to you (see the Acceptable Use Policy).
4.6 Service levels. We work to keep the Service available, but we do not offer an uptime commitment or service credits under these Terms. Service levels and service credits are available only under a signed enterprise Order Form.
5. Credits, prices and payment
5.1 Prepaid credits. The Service runs on prepaid credits. One credit is bought for ₹1. You buy credits in the dashboard through our payment partner.
5.2 GST. Prices and top-up amounts are shown before tax. GST at 18% (SAC 998319) is added at checkout. We issue a tax invoice for each purchase.
5.3 How credits are used. Voice calls use 5 credits per minute of call time, charged in 30-second steps (each started 30 seconds is charged in full). Calls that are not answered, or that fail before connecting, do not use credits. AI agent builds and edits, and any other paid features, use the number of credits shown in the dashboard before you confirm. Your balance and a record of each charge are shown in the dashboard.
5.4 Free and promotional credits. We may give free trial or promotional credits. They have no cash value, cannot be transferred or refunded, and may expire on the date we tell you when we give them. When you have more than one batch of credits, the batch that expires soonest is used first.
5.5 Expiry of paid credits. Paid credits are valid for 180 days from the date of purchase, unless the pack you buy shows a different validity at checkout. Unused credits expire at the end of that period. We remind you by email before credits expire.
5.6 Price changes. We may change the number of credits a feature uses, or the price of credits, by giving you at least 15 days' notice by email and in the dashboard. The new rate applies to usage from the date of the change. Your existing credit balance is not reduced.
5.7 Running out of credits. When your balance reaches zero, new calls stop and campaigns pause. Calls already in progress may finish, and the balance may go slightly negative as a result. You agree to pay any negative balance, and we may deduct it from your next top-up.
5.8 Payment disputes. If you raise a chargeback or payment dispute, we may pause the account while it is reviewed. Please contact us first; most billing problems are faster to fix directly.
5.9 Refunds are covered by the Refund Policy. In short: refunds are only for failed or duplicate top-up charges and for credits charged for calls we failed to deliver, claimed within 7 days. Used credits are not refunded.
6. Your responsibilities for calls
6.1 You decide who is called, why, when, and what the agent says. You are responsible for making sure every call made through your account is lawful.
6.2 In particular you must:
- (a) comply with the Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR) and other TRAI rules, including registration on the DLT platform as a principal entity where required, using the correct number series for the type of call, and scrubbing contact lists against the National Customer Preference Register (DND/NCPR) before promotional calls;
- (b) call only people who have given valid consent, or where you have another lawful basis, and keep records of that consent;
- (c) honour opt-out and do-not-call requests promptly, including requests made during a call;
- (d) tell people the call is recorded, and that they are speaking with an AI system, wherever law, regulation or your industry rules require it, and always if the person asks;
- (e) follow sector rules that apply to you, such as RBI rules on fair practices and recovery for lenders; and
- (f) follow the Acceptable Use Policy.
6.3 Our product safeguards (such as the calling window) do not replace your own compliance and do not transfer your duties to us.
6.4 If a regulator, telecom operator or telephony partner fines us, blocks our numbers or charges us because of calls from your account that broke these Terms, you will repay us those amounts and our reasonable costs.
7. AI output
7.1 Voice agents use speech recognition, large language models and speech synthesis. They can mishear callers, say things that are wrong or incomplete, or behave differently from one call to the next.
7.2 You must test and review your agents, flows, knowledge base and scripts before using them on real callers, and check results regularly.
7.3 You are responsible for what your agent offers, promises or tells callers on your behalf. Do not rely on an agent alone for decisions with legal or financial effect on a caller (for example approving a loan or confirming a legal notice) without human review.
7.4 Call summaries, scores, evaluations and analytics are produced by AI and are aids, not guarantees.
8. Data protection
8.1 Call data. For personal data of the people you call or who call your agents (names, numbers, the fields you upload, recordings, transcripts and summaries), you are the Data Fiduciary and we are your Data Processor under the Digital Personal Data Protection Act, 2023. We process that data only to provide the Service and on your instructions, and, where we have signed one with you, as set out in our Data Processing Agreement (available on request), which then forms part of these Terms.
8.2 Account data. For data about you and your team as our customers (logins, contact details, billing and usage), we are the Data Fiduciary. Our Privacy Policy explains how we handle it and how to contact our grievance officer.
8.3 Where data is stored. Our main database, call recordings and call analytics are stored in Google Cloud in India (Mumbai and Delhi). Some of our sub-processors, such as AI model, speech, tracing and email providers, process data outside India, and some technical logs are kept outside India. We will give you the current list of sub-processors and where they run on request.
8.4 Recordings. Calls are recorded by default. Recordings are stored privately and play only through links that expire. It is your responsibility to give callers any recording notice the law requires (see section 6.2(d)).
8.5 Security. We keep reasonable security safeguards, including encryption at rest and in transit, separation of each company's data, and masking of phone numbers and identity numbers in our call logs. If we become aware of a personal data breach affecting your data, we will tell you without undue delay so that you can meet your own duties.
8.6 Retention. We keep recordings, transcripts and call records for as long as your account is active, unless you ask us to delete them or a different period applies under the Privacy Policy or a signed Data Processing Agreement.
8.7 Your uploads. Do not upload sensitive data that the calls do not need, such as Aadhaar numbers, PAN, card or bank account numbers, health data or passwords.
9. Intellectual property
9.1 Your content. You own your content: contact lists, scripts, knowledge-base documents, call recordings, transcripts and the business data you upload or create through the Service. You give us a limited licence to host, copy, process and transmit your content only as needed to provide, secure and support the Service.
9.2 Our platform. We own the Service, including the software, APIs, dashboard, voices we provide, flow templates, prompts, evaluation methods and all improvements to them. These Terms give you a limited, non-exclusive, non-transferable right to use the Service while your account is active. No other rights pass to you.
9.3 Service improvement. We may use aggregated or de-identified usage data (for example call counts, durations, latency and error rates) to run and improve the Service. We may also use recordings, transcripts and call records from your account to test, evaluate and improve the quality of the Service, including our prompts and AI quality checks. We never sell your content. You can opt out of this use of your call content by emailing connect@conversailabs.com.
9.4 Feedback. If you send us suggestions or feedback, we may use them without any duty to you.
10. Restrictions
You must not, and must not let anyone else:
- (a) copy, reverse engineer, decompile or try to extract the source code, prompts, flow templates or model behaviour of the Service, except where the law allows this despite this restriction;
- (b) use the Service to build or train a competing product;
- (c) resell, sublicense or provide the Service to third parties as a white-label or agency offering without a signed partner agreement with us;
- (d) get around credit checks, rate limits, the calling window, concurrency limits or any other technical limit;
- (e) probe, scan or test the security of the Service without our written permission; or
- (f) use the Service in breach of the Acceptable Use Policy.
11. Third-party services
11.1 The Service depends on third parties, including telecom operators and telephony partners, speech-to-text, language model and text-to-speech providers, cloud hosting, and our payment partner.
11.2 If you connect your own telephony account, calendar, CRM, WhatsApp or other tool, your use of that service is governed by your agreement with its provider.
11.3 We choose and manage our providers with reasonable care, but we are not responsible for outages, delays, call quality problems or changes caused by them or by telecom networks. Where a call fails because of our platform, the Refund Policy explains how credits are returned.
12. Suspension
12.1 We may suspend your account, campaigns, agents or phone numbers immediately and without prior notice if we reasonably believe that:
- (a) your use breaks the law, the Acceptable Use Policy or a telecom operator's rules;
- (b) your use risks harm to callers, to us, to our partners or to other customers (for example spam complaints, fraud, or a regulator or operator notice);
- (c) your account has been compromised; or
- (d) we are required to by law, a court, a regulator or a telecom operator.
12.2 In other cases, for example an unpaid balance or a minor breach, we will give notice by email and a reasonable time (normally 7 days) to fix the problem before we suspend.
12.3 We will tell you the reason for a suspension unless the law or an authority stops us, and we will restore the Service once the problem is fixed, if it can be fixed.
13. Term, closing your account and termination
13.1 These Terms apply from the day you accept them until your account is closed.
13.2 You can close your account at any time by emailing connect@conversailabs.com from your account email address.
13.3 We may close your account by giving 30 days' notice by email, or immediately for a serious or repeated breach of these Terms or the Acceptable Use Policy, or where the law requires it.
13.4 Unused credits on closure. Promotional credits lapse on closure. Unused paid credits are not refunded when you close your account, except as set out in section 17.4. If we close your account without cause, we refund your unused paid credits (less any amount you owe us). Where we close your account for a breach, unused credits are forfeited to the extent the law allows.
13.5 Your data after closure. Before you close your account, you can ask us to export your call data. After closure we will delete or anonymise your data within a reasonable time, except where the law requires us to keep it (for example tax and invoice records).
13.6 Sections 5.7, 6.4, 7, 9, 10, 14, 15, 16 and 18 continue to apply after closure, together with any payment owed.
14. Disclaimers
14.1 The Service is provided "as is" and "as available". To the extent the law allows, we give no warranty that the Service will be uninterrupted, error-free or fit for a particular purpose, or that AI output will be accurate.
14.2 We do not give legal or regulatory advice. Templates, examples and in-product hints about compliance are for convenience only. You should take your own advice on the laws that apply to your calls.
15. Limitation of liability
15.1 To the extent the law allows, neither party is liable to the other for any indirect, incidental, special or consequential loss, or for loss of profit, revenue, business, goodwill or data, however caused.
15.2 To the extent the law allows, our total liability arising out of or relating to these Terms and the Service, in any 12-month period, is limited to the fees you paid us for the Service in the 12 months before the event giving rise to the claim. Promotional credits do not count as fees paid.
15.3 These limits do not apply to your payment obligations, your indemnity under section 16, your breach of section 10 or the Acceptable Use Policy, or to liability that cannot be limited by law (for example for fraud).
16. Indemnity
You will defend and indemnify us, our officers and staff against any claim, fine, penalty, charge or loss (including reasonable legal fees) that arises from:
- (a) the calls made through your account, including any complaint by a person called;
- (b) your content, contact lists and the consents behind them;
- (c) your breach of these Terms, the Acceptable Use Policy or any law; or
- (d) any service you connect to the Service.
We will tell you promptly about any such claim and let you control its defence, but you may not settle it in a way that admits fault on our behalf without our consent.
17. Changes to these Terms
17.1 We may update these Terms, the Acceptable Use Policy or the Refund Policy. Each version has a version number and date at the top.
17.2 For material changes we will email you at least 15 days before they take effect and show a notice in the dashboard. At your next login after the change takes effect, you will be asked to accept the new version before continuing.
17.3 Changes needed urgently for legal, regulatory or security reasons may take effect sooner; we will tell you as soon as we can.
17.4 If you do not agree to a change, you can close your account before it takes effect and we will refund your unused paid credits (less any amount you owe us and payment charges).
18. General
18.1 Governing law and courts. These Terms are governed by the laws of India. The courts at New Delhi have exclusive jurisdiction.
18.2 Confidentiality. Each party will keep the other's non-public business information confidential and use it only for these Terms, except where disclosure is required by law.
18.3 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as network or carrier outages, natural disasters, government action or regulatory orders. This does not excuse payment obligations.
18.4 Notices. We send notices to your account email address. You send notices to connect@conversailabs.com. Formal legal notices should be sent to the same address with "Legal notice" in the subject line.
18.5 Assignment. You may not transfer these Terms without our written consent. We may transfer them to a group company or to a buyer of our business, with notice to you.
18.6 No waiver; severability. If we do not enforce a right, we have not given it up. If any part of these Terms is found unenforceable, the rest stays in force.
18.7 Entire agreement. These Terms, the documents they refer to, and any signed Order Form are the whole agreement between us about the Service.
18.8 Relationship. We are independent contractors. Nothing in these Terms creates a partnership, agency or employment relationship.
19. Contact
ConversAI Labs, New Delhi, India Email: connect@conversailabs.com GSTIN: 07AKPPG4167M3ZK Grievance Officer (for account data, under our Privacy Policy): connect@conversailabs.com