Terms of Service

• "Service" means the AURA platform and all related software, websites, dashboards, mobile or web applications, APIs, integrations, AI models, documentation and services made available by AV Design Works Pvt. Ltd..
• "AURA" means our AI customer-engagement platform, including AI voice agents, AI assistants, WhatsApp and social inboxes, email tools, CRM and lead workflows, website tools, analytics and related modules.
• "Customer Data" means data, content, contacts, prompts, knowledge bases, recordings, transcripts and records that you or your Authorised Users submit to, or generate through, the Service.
• "End User" means any third party (such as your customer, contact or lead) whom you interact with, contact or manage through the Service.
• "Authorised User" means an employee, contractor or agent that you permit to access the Service under your account.
• "Wallet" or "Account Balance" means the prepaid credit balance maintained in your account and used to fund consumption of the Service.
• "Order Form" means any plan selection, online checkout, quotation or written order referencing these Terms.

AURA is an AI-powered customer-engagement platform for businesses. Depending on your plan, the Service may include AI voice agents and assistants; a unified inbox for WhatsApp, Instagram and Facebook; email and campaign tools; a CRM with contacts, leads, scheduling and analytics; a website-builder module; call intelligence and reporting; ticketing; phone-number provisioning; and integrations with third-party telephony, messaging, AI, storage, calendar and payment partners.

The Service is provided on a software-as-a-service basis. We may, at any time and at our discretion, add, change, suspend, deprecate or discontinue any feature, module, integration or part of the Service. We will use reasonable efforts to give notice of material reductions to a paid feature, but we are not liable for any modification, suspension or discontinuance of the Service or any feature.

You must be at least 18 years old and capable of forming a binding contract to use the Service. You agree to provide accurate, current and complete information and to keep it updated. You are responsible for all activity that occurs under your account and for all acts and omissions of your Authorised Users.

• You must keep login credentials, API keys and access tokens confidential and secure;
• You must notify us immediately at info@saarvix.ai of any suspected unauthorised access or security incident;
• You are responsible for configuring roles and permissions for your Authorised Users and for their compliance with these Terms.

3.1 Verification (KYC)

Access to certain features (including telephony, messaging, sending capacity and higher usage limits) is conditional on completing identity and business verification ("KYC"), which may require government-issued identifiers, business documents and authorised-signatory details. You represent that all KYC information you provide is genuine and accurate. We may refuse, suspend or terminate access, withhold features, or limit usage if verification is incomplete, fails, or if we reasonably suspect fraud, impersonation or misuse. KYC documents are handled in accordance with our Privacy Policy and applicable law.

Plans, packages and consumption-based pricing (including charges for calls, minutes, messages, AI tokens, voice synthesis, transcription and other metered usage) are described on our pricing page or applicable Order Form. Unless stated otherwise:

• Subscription fees are billed in advance; usage-based charges are billed as consumed or in arrears based on metering recorded by the Service, which is conclusive absent manifest error;
• All fees are exclusive of taxes. You are responsible for all applicable taxes, including GST. Where you are required to withhold tax (such as TDS), the fees payable to AV Design Works Pvt. Ltd. shall be grossed up so that we receive the full amount that would have been received had no withholding applied, and you will provide valid tax-withholding certificates;
• Subscriptions renew automatically for successive terms unless cancelled before the end of the then-current term; cancellation takes effect at the end of the current term and does not entitle you to any refund or pro-rata credit;
• Overdue amounts may accrue interest at 1.5% per month (or the maximum permitted by law, if lower) and may result in suspension or termination; you are responsible for reasonable costs of collection;
• We may revise pricing for any renewal term or for usage-based charges on at least 30 days' prior notice.

The Service operates on a prepaid Wallet. You add funds to your Account Balance in advance, and consumption of the Service (including calls, minutes, messages and AI, voice, synthesis and transcription usage) is deducted from your Balance. When your Balance reaches zero, AI calling, assistants and related functions will stop until you top up.

Where, in our sole and absolute discretion, we decide to provide any redress, it will be issued only as non-withdrawable credit added to your Wallet, on a case-by-case basis and without setting any precedent. Wallet credit has no cash value, is non-transferable, cannot be exchanged for money, and may be used solely to consume the Service.

• Promotional, bonus or goodwill credits may carry expiry dates, usage caps and additional conditions, and may be withdrawn if abused;
• Consumed usage is final and is not creditable once delivered to a third-party carrier, messaging or AI provider;
• On expiry, termination or account closure, any unused Balance and any Wallet credit are forfeited, except to the limited extent a refund is mandatorily required by applicable law.

We may offer trials, free tiers, or features designated as beta, preview, evaluation or experimental ("Beta Features"). Trials and Beta Features are provided "as is", may be changed or withdrawn at any time, may not be supported, and carry no warranty, service level or liability whatsoever. We may set, change or remove usage limits for trials at any time, and may terminate a trial at our discretion.

You agree not to use, and not to permit any Authorised User or End User to use, the Service to:

• Send unlawful, fraudulent, deceptive, misleading, harassing, defamatory, obscene or spam communications, or any content that infringes the rights of others;
• Contact any person without the consent or lawful basis required, or in breach of telecom, marketing, do-not-disturb, anti-spam or data-protection rules;
• Transmit malware, or interfere with, probe, overload or attempt to gain unauthorised access to the Service, its infrastructure or other users;
• Reverse engineer, decompile, disassemble, scrape, copy, or attempt to derive source code, models or underlying ideas of the Service, except to the limited extent such restriction is prohibited by law;
• Use the Service to develop, train or benchmark a competing product or model, or resell or provide the Service to third parties except as expressly permitted;
• Use the Service for any activity where failure could lead to death, personal injury, or environmental or property damage (including emergency services, life support or critical infrastructure);
• Upload or process content relating to prohibited, restricted or highly regulated goods or services without all required licences and compliance;
• Impersonate any person or entity or misrepresent your affiliation.

We may, without liability, investigate suspected violations, remove or disable content, throttle or suspend usage, and cooperate with regulators and law-enforcement authorities. You remain liable for all use of the Service under your account.

You are solely responsible for the legality of every call, message and campaign you originate through the Service. You are the sender, principal entity and the party responsible for content and consent. Without limitation, you must:

• Obtain and maintain records of all consents required to contact your End Users on each channel, and honour opt-out and unsubscribe requests promptly;
• Comply with all applicable telecom and messaging regulations, including (in India) TRAI regulations, DLT registration of entities, headers/sender IDs and message templates, and scrubbing against do-not-disturb / NDNC registries;
• Where required by law, disclose that an interaction is automated or AI-generated, and obtain any consent required to record or transcribe calls;
• Comply with the policies, template-approval, rate-limit and acceptable-use requirements of the underlying providers (including Meta / WhatsApp Business Platform, Instagram, Facebook and telephony carriers);
• For email, send only to recipients who have consented, include a functioning unsubscribe mechanism, accurate sender information and required authentication (such as SPF and DKIM).

As between the parties, you own all Customer Data. You grant AV Design Works Pvt. Ltd. a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit, display and otherwise use Customer Data to provide, secure, support and improve the Service and to comply with law. For Customer Data relating to your End Users, you are the data controller / data fiduciary and we act as your data processor; you are responsible for having a lawful basis to collect and process such data and for instructing us only to perform lawful processing.

The Service uses proprietary and third-party AI models to generate responses, summaries, intents, transcriptions and analytics. You acknowledge and agree that:

• AI outputs are probabilistic, may be inaccurate, incomplete or unsuitable, and must be reviewed by you before being relied upon for any material decision;
• You are responsible for the prompts, instructions, knowledge bases and configurations you create, and for outputs generated from them;
• You will not submit sensitive personal data into prompts or knowledge bases except where a feature (such as KYC) is expressly designed to receive it;
• We may create and use aggregated, de-identified or statistical data derived from use of the Service (which does not identify you, any Authorised User or End User) for any lawful business purpose, including operating, securing, analysing and improving the Service.

Handling of personal data is further described in our Privacy Policy, which forms part of these Terms.

Voice, WhatsApp, Instagram, Facebook and other channel interactions are delivered through third-party providers (for example Exotel, Meta / WhatsApp Business Platform, and other carriers and platforms). Your use of these channels is additionally governed by those providers' terms, policies, template approvals, rate limits and regulatory requirements, and may be subject to delay, blocking, throttling or suspension by those providers, for which AV Design Works Pvt. Ltd. is not responsible.

Any phone numbers, sender IDs or messaging identifiers provisioned to you through the Service are leased from carriers or platforms and remain their or our property. They may be reclaimed, changed or suspended on termination, non-payment, prolonged inactivity, or as required by a provider or regulator. We do not guarantee number portability, retention or availability.

If you use the website-builder / website-management module, you are solely responsible for all content, data, code, databases and materials you publish or connect (including any third-party database you link). You represent that you have all rights to such content and that it is lawful. We may remove, disable or suspend any hosted content or site that we reasonably believe is unlawful, infringing, harmful or in breach of these Terms. We do not warrant uptime, availability, backup or performance of hosted sites, and disclaim all liability for them.

The Service may interoperate with third-party products (such as CRMs, calendars, payment processors, storage, analytics and AI providers). Your use of any integration is governed by the third party's own terms, and you are responsible for any credentials, fees and compliance relating to it. AV Design Works Pvt. Ltd. does not control and is not responsible for third-party products and disclaims all liability arising from them, including their availability, accuracy, security or content.

AV Design Works Pvt. Ltd. and its licensors own and retain all right, title and interest in and to the Service, including all software, models, prompts, designs, user interfaces, documentation, trademarks, logos and brand assets, and all improvements thereto. Except for the limited right to use the Service as expressly set out in these Terms, no rights are granted to you, whether by implication, estoppel or otherwise.

If you provide suggestions, feedback or ideas about the Service, you grant AV Design Works Pvt. Ltd. a perpetual, irrevocable, worldwide, royalty-free licence to use and incorporate them without restriction or obligation to you.

Each party may receive the other's confidential information. The receiving party will protect it using at least a reasonable standard of care, use it solely to perform under these Terms, and not disclose it except to personnel and advisors who need to know and are bound by confidentiality, or as required by law. These obligations do not apply to information that is public, independently developed, or rightfully obtained without restriction.

Unless a separate written service-level agreement is signed by AV Design Works Pvt. Ltd., the Service is provided without any uptime, availability or support commitment. We may perform scheduled or emergency maintenance, and may impose or change usage, rate or fair-use limits, at any time. Support, where offered, is provided on a commercially reasonable-efforts basis through the in-product ticketing channel.

To the maximum extent permitted by law, the Service is provided on an "as is" and "as available" basis, with all faults. AV Design Works Pvt. Ltd. and its licensors and providers disclaim all warranties, conditions and representations of any kind, whether express, implied or statutory, including any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, and any warranty arising from course of dealing or usage of trade. We do not warrant that the Service will be uninterrupted, secure or error-free, that defects will be corrected, that AI outputs will be accurate or reliable, or that the Service will meet your requirements or achieve any result. Any reliance on the Service is at your own risk.

To the maximum extent permitted by law, in no event will AV Design Works Pvt. Ltd. or its directors, employees, licensors or providers be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, goodwill, business, anticipated savings, or loss, corruption or inaccuracy of data, arising out of or relating to the Service or these Terms, whether in contract, tort (including negligence), strict liability or otherwise, even if advised of the possibility of such damages.

To the maximum extent permitted by law, the total aggregate liability of AV Design Works Pvt. Ltd. arising out of or relating to the Service and these Terms will not exceed the lower of (a) the total fees actually paid by you to AV Design Works Pvt. Ltd. for the Service in the three (3) months immediately preceding the event giving rise to the claim, or (b) INR 5,000.

You will defend, indemnify and hold harmless AV Design Works Pvt. Ltd. and its affiliates, directors, officers, employees and agents from and against any and all third-party claims, demands, proceedings, damages, fines, penalties, liabilities, losses, costs and expenses (including reasonable legal fees) arising out of or relating to: (a) your or your Authorised Users' use of the Service; (b) Customer Data and any content you process, publish or transmit, including its accuracy, lawfulness and the consents behind it; (c) any communication, call, message or campaign you originate; (d) your breach of these Terms or violation of any law or third-party right; or (e) any dispute between you and an End User or third party. We may, at our option, assume the exclusive defence and control of any matter subject to indemnification, and you will cooperate with us.

We may suspend or restrict the Service, in whole or in part, immediately and without liability, if: you fail to pay when due; your Balance reaches zero; we reasonably believe your use poses a security, legal, reputational or operational risk; you breach the Acceptable Use or Communications Compliance provisions; a provider or regulator requires it; or to protect the Service or other users.

Either party may terminate these Terms for material breach not cured within 30 days of written notice. We may terminate or decline to renew for convenience at the end of a term, or immediately for repeated or serious breach, fraud, or insolvency events.

On termination or expiry, your right to access the Service ends. You may export Customer Data for up to 30 days after termination, after which we may delete it in line with our retention practices, unless retention is required by law. Any unused Balance or Wallet credit is forfeited as described in Section 5. Provisions that by their nature should survive (including Sections 4, 5, 9, 13, 14, 16, 17, 18 and 20) survive termination.

20.1 Force Majeure

AV Design Works Pvt. Ltd. is not liable for any delay or failure to perform caused by events beyond its reasonable control, including acts of God, natural disasters, epidemics, war, terrorism, civil unrest, government action, network, carrier, cloud, AI-provider or telecom failures, power outages, or internet disruptions.

20.2 Assignment

You may not assign or transfer these Terms or any rights under them without our prior written consent, and any attempted assignment is void. AV Design Works Pvt. Ltd. may assign these Terms, in whole or in part, including to an affiliate or in connection with a merger, acquisition, reorganisation or sale of assets.

20.3 Entire Agreement; Order of Precedence

These Terms, together with the Privacy Policy, any Order Form and any policy referenced herein, constitute the entire agreement between the parties and supersede all prior understandings. In case of conflict, a signed master agreement controls over an Order Form, which controls over these Terms, which control over other referenced policies, in each case only to the extent of the conflict.

20.4 Changes to These Terms

We may update these Terms from time to time. We will notify material changes by email or in-app notice at least 15 days before they take effect. Your continued use of the Service after the effective date constitutes acceptance of the revised Terms.

20.5 Severability; Waiver; Notices; Relationship

If any provision is held unenforceable, the remaining provisions remain in effect and the unenforceable provision will be limited to the minimum extent necessary. A failure to enforce any provision is not a waiver. Notices to you may be given in-product or to your account email; notices to us must be sent to info@saarvix.ai. The parties are independent contractors, and nothing creates a partnership, agency or employment relationship.

20.6 Governing Law and Disputes

These Terms are governed by the laws of India, without regard to conflict-of-laws rules. Subject to mandatory consumer-protection rules, the courts at Pune, Maharashtra have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service, and the parties consent to that jurisdiction.

For a signed MSA, DPA or enterprise agreement, contact our team.