Terms of Service

Age and authority. You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Services. Customer is responsible for ensuring that all Users are authorised employees, contractors or agents of Customer and that they comply with these Terms.

Registration information. To access certain features, you must register for an Account. You agree to provide accurate, current and complete information during registration and to keep your Account information up to date. You must maintain the confidentiality of your login credentials and are responsible for all activities that occur under your Account.

Account security. You will promptly notify us of any unauthorised use or security breach of your Account. We may require you to enable multi-factor authentication. We are not liable for any loss or damage resulting from your failure to safeguard login credentials.

Subscription Plans. Access to the Services requires a paid Subscription Plan unless otherwise specified. Plans may include monthly call minutes, number of AI agents, SMS quotas, number of Users, or other usage limits. Details are set forth on our website or in an Order Form. Excess usage beyond plan limits may incur additional fees.

Billing. Fees are billed via Stripe on a recurring basis (monthly or annually) in advance, unless otherwise stated in the Order Form. Usage-based fees (e.g., additional call minutes or SMS messages) will be billed in arrears. You authorise us (and our payment processor) to charge your designated payment method for all applicable fees and taxes. If any payment is not received by the due date, we may suspend your access to the Services until the outstanding amount is paid.

Taxes. Fees are exclusive of taxes, levies or duties imposed by taxing authorities. You are responsible for paying all such taxes except taxes based on our net income.

Price changes. We may change the price of Subscription Plans upon at least 30 days' notice. Price changes will apply to the next billing cycle after the notice period. Your continued use after the effective date of a price change constitutes acceptance of the new prices.

Illegal or harmful conduct. Using the Services for fraudulent, abusive, harassing, defamatory, obscene or otherwise illegal activities, including infringement of intellectual property rights or privacy rights.

Unsolicited communications. Sending unsolicited or unauthorised advertising, spam, bulk messaging, or telemarketing calls without the required consent or in violation of the Telephone Consumer Protection Act (“TCPA”) or CAN-SPAM Act.

Malware and interference. Transmitting viruses, malware or any code designed to disrupt or intercept communications or damage systems; interfering with or disrupting the integrity or performance of the Services.

Unauthorised access. Attempting to gain unauthorised access to the Services or related systems, accounts or networks; bypassing or circumventing security measures.

Reselling or sublicensing. Reselling, renting, leasing, or distributing the Services to third parties without our express written consent.

Reverse engineering and misuse. Decompiling, disassembling, reverse engineering or attempting to reconstruct or discover source code, object code, underlying structure or algorithms of the Services except to the extent allowed by law.

Impersonation and misrepresentation. Impersonating any person or entity or misrepresenting your affiliation with a person or entity.

Excessive use. Overloading the Services, launching denial-of-service attacks or using automated systems (bots, scripts) in ways that degrade performance or interfere with other users.

Consent obligations. Customer is responsible for obtaining the required consents to place calls, send SMS or emails to end-consumers. This includes compliance with the TCPA, CAN-SPAM Act, ePrivacy Directive and equivalent laws. You must provide a clear and conspicuous opt-in for marketing messages and respect do-not-call or opt-out requests.

Call recording. Depending on the jurisdiction, call recording requires one-party or two-party consent. Customer must configure call recording settings in compliance with applicable laws and must inform callers that calls may be recorded.

Healthcare and sensitive data. If Customer processes health-related or other sensitive data, Customer must ensure that disclosures and consents required by laws (e.g., HIPAA in the United States) are provided and that the Service configuration complies with such laws.

Caller ID and spam prevention. Customer must not falsify caller identification information or use the Services for illegal robocalls or spam. Compliance with STIR/SHAKEN and other anti-spoofing standards is required.

AI limitations. Large language models can generate responses that are inaccurate or inappropriate. We implement safety measures and guardrails but cannot guarantee that AI responses will always be correct or suitable. Customer acknowledges the inherent limitations of AI and must review AI-generated content and bookings before relying on them.

No professional advice. The Services do not provide legal, medical, financial or professional advice. AI-generated responses are for general informational purposes. Customer is responsible for verifying that content presented to end-consumers is accurate and for providing appropriate professional advice when necessary.

Input restrictions. Customer must ensure that prompts, training materials and knowledge base content provided to the AI do not contain unlawful, confidential or sensitive information unless the proper consents and safeguards are in place.

No human impersonation. Our AI voice agents must clearly identify themselves as AI. Customer must not configure the AI to mislead callers into believing they are speaking with a human, in accordance with transparency requirements of the EU AI Act and similar laws.

Privacy Policy. Use of the Services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. The Privacy Policy explains how we collect, use, protect and disclose personal data.

Data Processing Agreement (DPA). When Customer processes personal data of end-consumers via the Services, the parties agree to the terms of our DPA, which outlines the processor obligations under Article 28 GDPR and similar laws. The DPA is available upon request and may be executed electronically.

Security Measures. We implement appropriate technical and organisational security measures as described in our Security Page. Customer is responsible for implementing appropriate safeguards within its own environment and ensuring secure integration with third-party systems.

Compliance. Customer shall comply with all laws and regulations applicable to its use of the Services, including data protection, consumer protection, telemarketing and anti-spam laws. Customer will not direct us to process data in a manner that violates the rights of any individual.

API keys. Access to our API requires an API key. Customer must keep API keys confidential and must not share them outside its organisation. API keys may be revoked if we suspect misuse.

Rate limits. We may impose rate limits on API calls and webhook events. Exceeding these limits may result in throttling or temporary suspension. Documentation describes the applicable rate limits.

Webhook security. Outbound webhooks are HMAC-signed. Customer is responsible for validating signatures and protecting endpoints against unauthorised access. Failure to implement verification may expose Customer to spoofed requests.

Modifications. We may modify the API or webhooks, including backwards-incompatible changes. We will provide reasonable notice of material changes through our developer portal or email.

Integrations. The Services may interoperate with third-party services (e.g., calendars, CRMs, payment processors, telephony providers). Use of third-party services is governed by their respective terms. Customer is responsible for reviewing and accepting those terms and understands that integration availability and performance are subject to the third-party provider.

Third-Party Data. If Customer instructs us to send or receive data through a third-party integration, Customer warrants that it has the necessary rights to do so. We are not responsible for the data practices of third parties.

Changes to integrations. We may add or discontinue integrations with third-party services at any time. We will provide reasonable notice if the discontinuation of an integration has a significant impact on the Services.

Ownership. The Services, including all underlying software, user interfaces, algorithms, databases, and associated intellectual property rights, are owned by Callilio or its licensors. Except for the rights expressly granted to Customer, we reserve all rights, title and interest in and to the Services.

Customer Data. Customer retains ownership of Customer Data. You grant us a non-exclusive, worldwide, royalty-free licence to host, copy, process, transmit and display Customer Data solely as necessary to provide the Services and to perform our obligations under these Terms. You represent that you have all rights necessary to grant this licence.

Feedback. If you provide suggestions, comments or other feedback regarding the Services, you grant us an unrestricted, perpetual and irrevocable licence to use such feedback for any purpose without any obligation to compensate you.

Fees. Customer will pay all fees specified in the Subscription Plan or Order Form. Fees are non-refundable except as expressly stated in these Terms. If Customer exceeds usage limits, additional fees may apply.

Disputes. Customer must notify us of any billing disputes within 30 days of the invoice date. We will work with you to resolve any disputes. Failure to notify us within this period will be deemed acceptance of the charges.

Late payments. Late payments may accrue interest at the lower of 1.5% per month or the maximum rate permitted by law. We may suspend the Services for failure to pay undisputed amounts.

Future purchases. Unless otherwise stated, additional purchases made by Customer will be subject to the then-current price list.

By Customer. Customer will indemnify and hold harmless Callilio, its directors, officers, employees and agents from and against any third-party claims, damages, losses, liabilities and expenses (including reasonable attorneys' fees) arising from: (i) Customer's or its Users' misuse of the Services; (ii) Customer Data or other content provided by Customer; (iii) Customer's violation of applicable laws or regulations, including telecommunication and privacy laws; and (iv) any claim that Customer's use of the Services infringes or misappropriates the intellectual property rights of a third party.

By Callilio. Callilio will indemnify and hold harmless Customer from and against third-party claims alleging that the Services, as provided by Callilio, infringe a third party's intellectual property rights. This obligation does not apply to claims arising from (i) modifications to the Services by anyone other than Callilio; (ii) use of the Services in combination with third-party materials not provided by Callilio; or (iii) Customer's failure to use the Services in accordance with the Documentation. In the event of an infringement claim, we may (at our option) modify the Services to be non-infringing, obtain a licence to continue using the Services, or terminate the affected Services and refund any prepaid fees for the terminated portion. This section states your sole remedy for claims of intellectual property infringement.

Suspension for cause. We may suspend your access to the Services immediately if (i) you violate these Terms or the Acceptable Use Policy; (ii) your account is overdue by more than 15 days; (iii) we reasonably believe that your use poses a security or legal risk; or (iv) required by law or a government agency.

Termination for convenience. Either party may terminate these Terms for any reason by providing 30 days' written notice. If you terminate for convenience, you remain responsible for fees through the effective date of termination.

Termination for cause. Either party may terminate these Terms immediately upon written notice if the other party materially breaches these Terms and fails to cure such breach within 30 days of receiving notice. Failure to pay fees constitutes a material breach. In case of termination for cause by Customer, we will refund any prepaid fees for the unused portion of the Subscription Plan.

Effect of termination. Upon termination or expiration, your right to use the Services will cease, and you must delete or return any Confidential Information. We will provide Customer with a reasonable opportunity (at least 30 days) to export Customer Data through the available export features. After this period, we may delete Customer Data in accordance with our data retention policies.

Entire agreement. These Terms, any Order Forms, the Privacy Policy, the DPA and any supplemental terms constitute the entire agreement between the parties and supersede all prior agreements and understandings, whether written or oral, relating to the subject matter. In the event of a conflict, the following order of precedence applies: (i) Order Forms; (ii) supplemental terms; (iii) these Terms; (iv) the Privacy Policy.

Severability. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will remain in effect and the invalid provision will be replaced by a valid provision that most closely reflects the parties' intent.

Assignment. Customer may not assign or transfer its rights or obligations under these Terms without our prior written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition or sale of substantially all of our assets.

Waiver. A waiver of any breach or default under these Terms is not a waiver of any subsequent breach or default. Failure to enforce any provision will not constitute a waiver.

Notices. Notices must be in writing and will be deemed delivered (i) upon receipt if personally delivered; (ii) the day of sending if sent by email with confirmation of receipt; or (iii) three Business Days after posting if sent by certified mail. Notices to Callilio must be sent to the address in the Privacy Policy. Notices to Customer will be sent to the email or physical address associated with Customer's Account.

Relationship of the parties. The parties are independent contractors. Nothing in these Terms shall be construed to create a partnership, joint venture, agency or employment relationship between the parties.

Survival. Sections that by their nature should survive termination (including but not limited to intellectual property, confidentiality, limitations of liability, indemnification and governing law) shall survive termination of these Terms.