Acceptable use policy

1. Call only people who expect it

No cold calling and no telemarketing to people who haven’t opted in. RowCall is for calls about a shopper’s own checkout, order, delivery or return.
Every call needs a valid basis: the shopper’s recorded consent, or an ongoing transaction that the Telecom Regulatory Authority of India (TRAI) rules allow you to call about. Send the consent record with each call and keep your own copy.
Follow the Telecom Commercial Communications Customer Preference Regulations, 2018 and their amendments, including the shopper’s preferences on the National Customer Preference Register (Do Not Disturb).
RowCall places only transactional and service calls about a shopper’s own order, from landline numbers declared to the telecom operator for automated calls. Promotional calls (offers, discounts, new products) are not available. A flow that sells is not allowed: under TRAI’s rules, a call that mixes in promotional content is a promotional call.
Register your business as a principal entity on a telecom operator’s DLT platform, with the content templates for your flows and any consent templates, before you call, and give us consent records within 2 business days when we ask.

2. Rules every call follows

Calls are placed only between 9:00 and 21:00 India time, and only inside your org’s calling hours. This is our rule; TRAI doesn’t limit the hours of transactional and service calls.
Every call opens by saying it is an automated assistant calling for your business and that the call is recorded. You can change the wording. You can’t remove either part.
A shopper who says no, or asks not to be called again, is not called again by any flow of your business. Act on opt-outs immediately and don’t try to get around them.
Calls never ask for or record card numbers, CVV codes, one-time passwords, PINs, banking passwords or other secrets. Payments happen through a secure link sent to the shopper.
Scripts must be truthful about who is calling, why, and what happens next.

3. Uses we don’t allow

You may not use RowCall to:

impersonate a person, a government body, a bank or any business other than your own;
harass, threaten, intimidate or deceive anyone;
pressure shoppers with false urgency, shaming or repeated calls, or delay, discourage or obstruct a cancellation, return or refund the shopper is entitled to;
collect debts with threats, or call about loans or debts outside the rules that govern them;
run political campaigns or election calls;
promote gambling, betting, adult content, or illegal goods and services;
contact emergency services or make calls that people rely on for safety;
call anyone you know or should know is under 18, unless you have verifiable consent from their parent or guardian as the DPDP Act requires, and never for marketing;
break any law in India or in the country of the person you call.

4. Protecting the service

You may not:

scrape, copy, reverse engineer or resell RowCall, its voices or its documentation;
try to get around rate limits, usage limits, security controls or another org’s data boundaries;
test the security of RowCall without our written permission;
share API keys or sign-in details, or let someone outside your org use them;
overload the service or our phone numbers, or use them in a way that gets them marked as spam.

5. What happens if these rules are broken

If we see a call or an org breaking these rules, or complaints about an org’s calls reach a level that puts our numbers at risk under TRAI’s rules, we may stop the calls, suspend the org or end the agreement, as our terms of service describe. Where we can, we will tell you first and help you fix it. Where a complaint reaches a regulator or telephone carrier, we will share the consent records you sent us, as the law requires.

6. Reporting abuse

If you received a RowCall call you didn’t expect, or you think someone is misusing the service, contact Loopclub Internet Private Limited at hello@rowcall.ai. Tell us the number that called you and the time of the call. We look into every report.