Terms of Service

These Terms of Service ("Terms") form a binding agreement between you, your organisation ("Customer", "you") and Saarvix Pvt. Ltd. ("Saarvix", "we", "us"), governing your access to and use of the AURA platform, websites, dashboards, APIs, integrations and related services (collectively, the "Service").

By creating an account, signing an order form, or otherwise using the Service, you confirm that you have the authority to bind your organisation to these Terms.

AURA is an AI-powered customer engagement platform that unifies voice agents, WhatsApp, social inboxes, web chat and CRM workflows. The Service includes, without limitation:

• AI voice agents with multilingual support and sub-1.0s response latency;
• Unified WhatsApp, Instagram, Facebook and web-chat inbox ("Social Hub");
• Channel orchestration, call routing and intelligent escalations;
• CRM, lead scoring, conversation analytics and reporting;
• Integrations with telephony, calendar, CRM and payment partners;
• Configurable knowledge bases, prompts and conversation flows.

We may add, modify or discontinue features. Material reductions in functionality of a paid plan will be communicated with reasonable notice.

You must be at least 18 years old and legally capable of entering into a contract to use the Service. You are responsible for:

• Providing accurate and current account information;
• Keeping login credentials and API keys confidential;
• All activity that occurs under your account;
• Immediately notifying us of any unauthorised access at info@saarvix.ai.

Plans, packages and consumption-based pricing (calls, minutes, messages, AI tokens) are described on our pricing page and any applicable order form. Unless stated otherwise:

• Subscription fees are billed in advance and are non-refundable except where required by law;
• Usage-based charges are billed in arrears based on metered consumption recorded by the Service;
• All fees are exclusive of applicable taxes, including GST;
• Late payments may attract interest and may result in suspension or termination of the Service;
• We may revise pricing with at least 30 days' prior notice for the next renewal term.

You agree not to use the Service to:

• Send unlawful, fraudulent, deceptive, harassing or spam communications;
• Break any applicable telecom, marketing, do-not-disturb or data-protection rules;
• Place calls or send messages to people without their permission;
• Impersonate any person or misrepresent your affiliation with a person or entity;
• Reverse-engineer, decompile, scrape, or attempt to derive source code of the Service;
• Interfere with the integrity, security or performance of the Service or its underlying infrastructure;
• Use the Service to build a competing product or service.

We may suspend or terminate accounts that violate these rules, and may cooperate with regulators or law-enforcement authorities as required.

You retain all rights to data you upload or generate through the Service ("Customer Data"), including conversation transcripts, recordings, contacts and CRM records. You grant Saarvix a limited, non-exclusive licence to process Customer Data solely to provide, secure and improve the Service for you.

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

• AI outputs may contain errors and should be reviewed before being acted upon for material decisions;
• You are responsible for the prompts, instructions and knowledge bases you configure;
• You will not upload sensitive personal data (e.g. payment card numbers, government IDs) into prompts or knowledge bases unless explicitly supported.

Handling of personal data is governed by our Privacy Policy.

Voice calls, WhatsApp messages and social-inbox interactions are delivered through third-party providers (e.g. Exotel, Meta / WhatsApp Business Platform, Instagram, Facebook). Your use of these channels is also subject to the providers' policies, template approvals, rate limits and applicable telecom regulations.

You are responsible for obtaining and recording the consent required to contact your customers through each channel and for honouring opt-out requests promptly.

The Service may integrate with third-party tools (CRMs, calendars, payment processors, analytics, AI providers). Your use of such integrations is governed by the third party's own terms. Saarvix is not responsible for the availability, accuracy or content of third-party services and disclaims liability for issues arising from them.

Saarvix and its licensors own all rights, title and interest in the Service, including its software, design, models, prompts, documentation, trademarks and brand assets. No rights are granted other than the limited right to use the Service as expressly set out in these Terms.

Each party agrees to protect the other's confidential information using at least the same standard of care it uses for its own confidential information (and no less than a reasonable standard). Confidential information may only be used to perform obligations under these Terms and shall not be disclosed to third parties except as permitted in writing or required by law.

The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Saarvix disclaims all warranties, whether express, implied or statutory, including merchantability, fitness for a particular purpose, accuracy of AI outputs and non-infringement. We do not warrant that the Service will be uninterrupted, error-free or that AI responses will be accurate in every situation.

To the maximum extent permitted by law, neither party shall be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, revenue, data or business opportunities. Saarvix's aggregate liability arising out of or relating to these Terms shall not exceed the fees actually paid by you to Saarvix for the Service in the 12 months immediately preceding the event giving rise to the claim.

You agree to defend, indemnify and hold harmless Saarvix and its affiliates from and against any third-party claims, damages, liabilities, costs and expenses (including reasonable legal fees) arising out of: (a) your use of the Service in breach of these Terms or applicable law; (b) Customer Data, including its accuracy or lawfulness; or (c) communications you initiate through the Service.

Either party may terminate these Terms for material breach if the breach is not cured within 30 days of written notice. Saarvix may suspend the Service immediately if your use poses a security risk, violates the Acceptable Use policy, or creates legal exposure.

On termination, your access to the Service ends. Customer Data may be exported within 30 days of termination, after which it will be deleted in line with our retention policy, unless retention is required by law.

These Terms are governed by the laws of India. Subject to mandatory consumer-protection rules, the courts at Pune, Maharashtra shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms or the Service.

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

Saarvix Pvt. Ltd.
Pune, India
Email: info@saarvix.ai
Phone: +91 90564 60800, +91 90564 60900