Terms of service

1. Who these terms are between

RowCall is built, owned and operated by Loopclub Internet Private Limited, a company registered in India (CIN U72900DL2021PTC376254) with its registered office at WeWork Eldeco Centre, Block A, Shivalik Colony, Malviya Nagar, New Delhi, Delhi 110017, India (“we”, “us”). These terms are an agreement between us and the business that creates an organisation (“org”) on RowCall (“you”). The person who accepts them confirms they are allowed to bind that business.

These terms work together with our acceptable use policy, our privacy policy and our data processing terms. Section 20 says which wins if they conflict.

2. Access and business approval

Anyone may create an account, build flows and run simulations and browser calls. Before an org can place any phone call, including a test call to your own phone, you must send your business details, accept these terms and the calling rules in our acceptable use policy, and we must approve the org and assign it a phone number. We may refuse, delay or withdraw approval. We may limit how many calls, flows or members an org can have while we work with our first customers.

3. Accounts, orgs and roles

Each person signs in with their own account. Don’t share sign-in details.
An org belongs to the business that created it. Its owner controls who can join and what each person may do through roles (owner, admin, builder, operator and viewer).
You are responsible for everything done in your org by its members and by systems using your API keys. Tell us straight away if you think an account or key has been misused.
Keep your account details accurate, including a working email for each member.

4. The service

RowCall lets you run automated phone calls to your shoppers about their own orders. It places only transactional and service calls; promotional calls are not available. Depending on your setup, it:

places calls from phone numbers we provide and says at the start that the caller is automated and that the call is recorded;
follows the flow you publish: its script, questions, allowed actions and outcomes;
records the call, transcribes it and turns the shopper’s replies into typed answers;
asks your systems, or the platform you use, to take actions you have allowed, such as confirming an order or sending a payment link;
hands a call to a person on your team when the flow or your operator says so;
sends results to you in the app, by export, through the API and through signed webhooks.

5. Phone numbers

Phone numbers belong to us or our carriers. We assign them to your org and may share them with other customers, change them or withdraw them at any time. You get no right to keep or port a number, and you may not present one as your own business line. Calls back to a shared number may reach an automated message or another customer’s flow, so give shoppers your own support number for callbacks.

6. AI and automated output

Calls are conducted by AI models. They can mishear, misunderstand, fail to connect, or say something inaccurate or unexpected. You are responsible for the flows, scripts and actions you publish and for checking important answers before you act on them. Keep a person available for calls the flow hands over. We choose the speech, voice and language-model providers used for your calls and may change them, as our data processing terms describe.

7. Your responsibilities

You agree that:

you will call only shoppers who consented to be called, or about a transaction they made where the law allows a call without consent, and you will keep proof of that consent;
you will follow the Telecom Commercial Communications Customer Preference Regulations of the Telecom Regulatory Authority of India (TRAI), the Digital Personal Data Protection Act, 2023 and every other law that applies to your calls;
the details you send us for a call, such as names, phone numbers and order details, are accurate;
your flows, scripts and actions will not mislead shoppers, and you will follow our acceptable use policy;
you will act on opt-outs that reach you, and you won’t send calls for anyone who has opted out.

8. Telecom registration and cooperation

Under TRAI’s rules, your business is the principal entity for the calls we place for you. Before we place phone calls for you, you will register as a principal entity on a telecom operator’s distributed ledger (DLT) platform, register the content templates for your flows and, for calls that need consent, your consent templates, link us as your telemarketer, and complete any other registration TRAI or an operator requires. You will keep those registrations current, including any yearly renewal. We register as a telemarketer and declare to the operator that our numbers place automated calls, as TRAI requires. When we ask for a consent record or other proof about a call, you will give it to us within 2 business days, and you will cooperate with any enquiry by an operator or TRAI.

9. Fees and credit

RowCall is prepaid. Each top-up is an advance payment for calls. Each ₹1 you pay before GST adds ₹1 of credit to your org’s balance. GST at 18% is added on top of each top-up, so ₹1,000 of credit costs ₹1,180, and we issue a GST tax invoice for each top-up when you pay. Using credit doesn’t create a second invoice; Settings → Billing → Activity lists every charge.
Connected phone calls to shoppers are charged at your org’s rate, shown in Settings → Billing: ₹3.00 a minute unless we agree otherwise in writing. Calls are charged per second, with a minimum of 30 seconds per connected call, rounded to the nearest paisa. A call is connected when the receiving network reports it answered, including when voicemail or an answering machine picks up.
Unanswered calls, test calls, test-mode runs and simulations are free.
A call in progress may take your balance below zero. You must pay that amount, and your next top-up covers it first.
We will give you at least 30 days’ notice by email before raising your rate.
Credit can be used only to pay for RowCall. It cannot be transferred to another org or anyone else, carries no interest, cannot be withdrawn as cash and is never refunded.
Credit expires 365 days after it was added. Calls use the credit that expires first. We email your org’s owners at least 30 days before any credit expires; credit that expires is taken off the balance and is not refunded.
A top-up is paid in full: you can’t deduct tax at source (TDS) from it. If the law requires you to pay TDS on a top-up, pay it to the government separately, on the amount before GST and at no more than 2%, and email us the TDS certificate within the time the law sets. Once the tax shows in our tax credit statement, we add that amount to your balance as credit, which these terms then treat like any other credit. We don’t pay it out in money.

10. Test mode and preview features

Some features are marked “Preview” or run in test mode, such as the call simulator. They may change, have limits or be withdrawn. They are provided as they are, without the commitments in section 15.

11. Your data

You own the data you put into RowCall and the data it produces for you: flows, contacts, recordings, transcripts, answers and results (“your data”). You give us the right to use your data only to run, secure and support the service for you, as our data processing terms describe. We do not sell your data. We don’t use your shoppers’ recordings, transcripts or other data to train or improve AI models.

We may use usage measurements that identify no person or business, such as call counts and response times, to run and improve RowCall.

12. Partner platforms

If you authorise a partner platform, such as Glood, to use RowCall for you, every request it makes in your org is your instruction and you are responsible for it. You can revoke its access at any time in Settings. The partner is not our sub-processor, and we are not responsible for how it handles your data.

13. Our property

The RowCall software, voices we provide, documentation, name and logo belong to Loopclub Internet Private Limited or its licensors. We give you a limited, non-exclusive, non-transferable right to use the service for your business while these terms apply. If you send us feedback, we may use it without owing you anything. We will not use your name or logo publicly without your written permission.

14. Confidentiality

Each of us will keep the other’s non-public information confidential, use it only for this agreement and share it only with people who need it and are bound to keep it confidential. This does not cover information that is public, already known, independently developed, or that the law requires us to disclose.

15. Availability and support

We work to keep RowCall running and to fix problems quickly. We do not offer a service level agreement or service credits. We may pause the service for maintenance, preferably outside calling hours and with notice when we can. Calls also depend on telephone networks we don’t control.

16. Suspension and ending the agreement

You can stop using RowCall and delete your org at any time. Unused credit is not refunded.
We may suspend an org at once if its calls break the law or our acceptable use policy, if they put shoppers or our phone numbers at risk, if complaints about its calls reach a level that puts our numbers at risk under TRAI’s rules, or if fees are unpaid. We will tell you why and how to fix it where we can.
We may end this agreement only if you seriously break it and don’t fix the problem within 15 days of our notice (or at once if it can’t be fixed), if the law or a regulator requires us to, or if we close RowCall for everyone, with at least 90 days’ notice.
When the agreement ends, we stop calls and handle your data as our data processing terms describe. Sections that by their nature should continue, such as fees owed, confidentiality, indemnity and liability, continue.

17. Disclaimers

Except as these terms say, RowCall is provided as it is and as available. We don’t promise that it will be uninterrupted or error-free, or that any call will reach a shopper, recover a sale or prevent a return.

18. Limitation of liability

Neither of us is liable for indirect or consequential losses, or for lost profits, revenue or data, even if told they were possible. Our total liability under this agreement in any 12 months is limited to the fees you paid us in those 12 months. These limits don’t apply to your payment obligations, your indemnity in section 19, or anything the law does not allow us to limit.

19. Indemnity

You will defend and compensate us against claims, fines, penalties and costs, including the cost of replacing or restoring phone numbers barred, disconnected or blacklisted by a telecom operator or regulator, that arise from calls placed for your org without valid consent or lawful basis, from the content of your flows, from data you sent us, or from breaking the acceptable use policy. We will tell you promptly about such a claim. You may control the defence of claims by third parties against us, but we control any proceeding before TRAI, the Department of Telecommunications, a telecom operator or the Data Protection Board of India, and you will cooperate and give us the records we ask for.

20. The whole agreement

These terms, the acceptable use policy, the data processing terms and any written order form signed by both of us are the whole agreement between us. If they conflict, this order applies: an order form signed by both of us, then the data processing terms (for personal data), then these terms, then the acceptable use policy.

21. Accepting electronically

These terms are an electronic contract under the Information Technology Act, 2000. Our record of your acceptance (the account that accepted, the time, the IP address and the version of the terms) is evidence of your agreement.

22. Law and courts

These terms are governed by the laws of India. The courts at New Delhi have exclusive jurisdiction over any dispute about them. Before going to court, we will both try for 30 days to settle the dispute in good faith. This does not stop either of us seeking urgent interim relief, and any pre-institution mediation the Commercial Courts Act, 2015 requires will run alongside those 30 days.

23. Changes to these terms

We may update these terms. We will show the date of the latest version at the top of this page and tell org owners by email at least 30 days before a change that reduces your rights takes effect. For such a change, we will ask an org owner to accept the new version in the app, and until they do, we may pause new phone calls. If you don’t accept it, you may end the agreement; unused credit is not refunded. Other changes apply when published, and if you keep using RowCall after that, the new terms apply.

24. Notices

We send notices to the email of your org’s owner. You send notices to us at hello@rowcall.ai. A notice sent by email is received on the next business day.

25. General

You may not transfer this agreement without our written consent; we may transfer it to a successor.
If part of these terms can’t be enforced, the rest still applies.
Not enforcing a right now doesn’t mean giving it up.
Neither of us is responsible for delays caused by events outside our reasonable control.

26. Contact

Questions about these terms? Contact us at hello@rowcall.ai.