Terms of service

These are the terms on which SyncTalk provides its services. They form a contract between the business that opens an account (“you”) and SyncTalk (“we”) under the Indian Contract Act, 1872. They apply from the moment you create an account or accept a quote from us, whichever is first. We have written them to be read.

1. Who can use SyncTalk

• SyncTalk is for businesses registered in India. Phone numbers are issued in India only.
• The person who opens the account must be authorised to bind the business, and the documents given for number verification must be genuine and current.
• The service is not offered to individuals for personal use, and not to anyone under 18.

2. What we provide

A communication account for your business on which the following capabilities can be enabled, configured for you by our team according to a written quote:

• Cloud telephony — business numbers, IVR journeys, ring order, recordings, a log of every call, and a console and mobile app to answer from.
• WhatsApp — the official WhatsApp Business Platform, approved templates, interactive flows and a shared team inbox.
• SMS — transactional and campaign SMS through DLT-registered headers and templates.
• Voice AI agents and chatbots — agents that answer, qualify and hand to a person at the point you decide.
• Workflows and integrations — automations that fire after a call or message, and connections to your CRM, ERP or other systems through their APIs or webhooks.

There are no fixed plans. What is included, what it costs and how long it takes to set up are stated in the quote you accept, and the quote is part of this contract. Anything not in the quote is not included.

3. Getting numbers, headers and templates

Indian phone numbers are allotted by licensed operators against documents verified under Department of Telecommunications rules; SMS headers and templates must be registered on the TRAI-mandated DLT platform; WhatsApp templates are approved by Meta. We prepare and submit these for you, but the decision and its timing belong to the operator, the DLT registrar or Meta, not to us. We do not promise a date. If a number cannot be issued for reasons outside your control and you never received a working service, we refund what you paid for it.

4. Your obligations under telecom law

Using a communication platform in India carries duties that the law places on you, the sender. You agree to:

• comply with the Telecom Commercial Communications Customer Preference Regulations, 2018 (TRAI): send commercial messages and calls only to people who have consented or have not opted out, honour the National Do Not Call register, and use only registered headers and templates;
• keep the KYC and usage records the Department of Telecommunications requires of a business using cloud telephony, and give them to us when an operator or authority asks;
• follow Meta’s WhatsApp Business terms and messaging policies, which apply to every WhatsApp message you send;
• tell callers that a call may be recorded where the law applicable to you requires it;
• obtain any consent your customers’ personal data requires under the Digital Personal Data Protection Act, 2023, for which you are the Data Fiduciary and we are your Data Processor.

If an operator, TRAI, the DoT or Meta suspends a number, header or account because of how it was used, that suspension is passed on to you and is not a failure of the service.

5. Acceptable use

You agree not to use SyncTalk to:

• make unsolicited marketing calls or send unsolicited messages, or otherwise breach TRAI or DoT regulations;
• impersonate a person or business, or falsify the number or name you appear to communicate from;
• harass, threaten, defraud or deceive anyone, or transmit content that is unlawful under Indian law;
• run an AI agent that claims to be human when a caller asks, or that collects sensitive data without telling the caller why;
• resell the service as your own without our written agreement;
• gain or attempt access to another customer’s data, or test our security without asking first;
• use the service in a way that degrades it for others.

We will suspend an account that does any of these. Where the breach is serious or the harm ongoing we will do so without notice, and where the law requires we will report it.

6. Voice AI agents

When you enable a voice AI agent, its calls are transcribed and answered by speech and language-model providers as the privacy policy describes. The agent works from the instructions and knowledge you give it. You are responsible for what it says: for reviewing its configuration, for the accuracy of the information it is given, and for setting the point at which it hands to a person. We do not warrant that an AI agent will be correct in every reply, and you should not rely on it for advice whose error would cause serious harm.

7. Paying

• Charges are those stated in your quote: a one-time implementation charge where one is quoted, recurring charges billed in advance for the period the quote states, and usage billed in arrears.
• All prices exclude GST, which is added at the applicable rate as a separate line on a tax invoice bearing our GSTIN and yours.
• Calls are billed on the operator’s billed duration, and messages on delivery attempts, at the rates in your quote.
• A prepaid balance, where you hold one, is money paid against future invoices. It is drawn down as you are billed, it is not a wallet or a deposit, and it is not withdrawable as cash; on closure we settle what remains fairly.
• Invoices are due within the period stated on them, or 15 days if none is stated.

8. If you do not pay

We will contact you before doing anything. If an invoice remains unpaid after a reminder we may suspend outbound calling and messaging. We will not cut off your incoming calls without your explicit agreement — losing the calls coming into your business is a disproportionate response to a late invoice, and we would rather have the conversation.

9. Availability and support

We work to keep the service running continuously, but on these standard terms we do not offer a contractual uptime commitment, and parts of the service depend on operators, Meta and infrastructure we do not control. We tell you about planned maintenance in advance where we reasonably can. Support requests receive a reply within one working day.

10. Your data and ours

• Your call records, recordings, messages, contacts and configuration are yours. You can export them while the account is open.
• We process personal data on your behalf as your Data Processor, only on your instructions and only for the purposes in the privacy policy, and we keep it under the controls in the data security policy. Those two documents are part of this contract.
• The platform, its software and its designs are ours. You receive a right to use them for the term of this contract and nothing more.
• Each of us keeps the other’s confidential information confidential, and uses it only for this contract.

11. Ending the contract

You can close your account at any time from the console or by contacting us. Closure takes effect at the end of the period you have paid for; we do not refund the remainder unless the service failed, as the refund policy sets out. Export what you need before the account closes. Numbers return to the operator and cannot be recovered afterwards.

We may end the contract on 30 days’ notice, or immediately where these terms have been seriously breached or an authority requires it. If we end it without cause we refund the unused part of what you have paid.

12. Liability

Our total liability to you under this contract is limited to the amount you paid us in the twelve months before the claim. We are not liable for lost profits, lost business, lost data you did not export, or indirect loss. Nothing in these terms limits liability that cannot be limited by Indian law, including for fraud.

You will indemnify us against claims, penalties and costs that arise from your breach of section 4 or 5 — in particular from unsolicited communications or unlawful content sent through your account.

We say this plainly because it matters: a phone system can fail, and a business with no fallback when it does is taking a risk we cannot insure for you.

13. Disputes, law and jurisdiction

If something goes wrong, tell us first; most disputes are settled by looking at the same call record together. If we cannot settle it within 30 days, these terms are governed by the laws of India and the courts having jurisdiction over our registered office have exclusive jurisdiction. Nothing here takes away a right you have under the Consumer Protection Act, 2019 where it applies.

14. Changes

If we change these terms materially we email account holders at least 30 days before the change takes effect. Continuing to use the service after that date is acceptance; closing the account before it is not. The date at the top is the date of the current version.