Terms of use

The service

Coocall lets you hire AI employees that place and answer phone calls, keep a WhatsApp inbox, and store leads. Building an employee, training the brief, and a test call marked as a test do not consume included plan minutes. A connected customer call is billed as described under Plans.

WhatsApp messages are delivered by Meta. Conversation charges for WhatsApp are billed by Meta to the payment method on your Meta account. We do not resell those charges and we do not extend a Meta credit line.

The employee speaks from the brief you write. It can be wrong. You are responsible for prices, discounts, medical, financial, and legal claims in that brief, and for reviewing transcripts before you rely on them.

Who may open an account

You must be at least 18 and able to bind the business you name. You must give a working email. You are responsible for people you invite into the workspace and for keeping sign-in credentials private.

Calls, consent, and recording

You may upload or dial a number only when you have a lawful reason to call it. For commercial calls in India, that includes the Telecom Commercial Communications Customer Preference Regulations, 2018, and later amendments: sender registration where it is required, consent or another permitted ground, and respect for the customer’s preferences. Those rules cover calls an AI employee places, including software-dialled and artificial-voice calls.

Tell the person on the call that the call may be recorded and transcribed, at the start of the call, unless a law that applies to that call requires something stricter. A number you mark Do Not Call is skipped on later dials from the workspace. You must also honour a preference the person registers with their telecom operator.

Use only a caller identity you are allowed to present. We may suspend a workspace that sends unsolicited commercial communication, spoofs a caller identity, or keeps calling after a Do Not Call entry or a telecom preference.

WhatsApp

You connect your own WhatsApp account through Meta’s Embedded Signup and you keep ownership of it. Before you send a business-initiated message, you must have the opt-in WhatsApp requires, use an approved template when the service window is closed, and stop when the person opts out, including by sending STOP. The product blocks marketing templates after that opt-out. You still have to collect the opt-in yourself.

You must follow the WhatsApp Business Policy and Commerce Policy. We may disconnect a workspace that Meta suspends, or that we reasonably believe is using WhatsApp for spam, prohibited goods, or deception.

Leads

Leads you type, import, or receive from a webhook or from Meta Lead Ads are your customer data. You confirm that each person was told their details would be used for the call or message you then send. We store the fields you map and act on them only when the workspace asks.

Plans and minutes

Paid access is a Razorpay subscription for a plan with included minutes. It is not a prepaid rupee wallet, and there is no separate monthly fee per employee. The price, included minutes, and overage rate are the ones shown at checkout and on Billing. GST, where it applies, is charged as the invoice shows.

Connected customer talk-time is counted in minutes, rounded up to the next minute, with a minimum of one minute once the call has connected. Unused included minutes expire at the end of the billing period. They are not converted to cash and they do not roll into the next period. If the plan allows overage, extra minutes are billed at the overage rate on the same subscription.

You can cancel at period end from Billing. The workspace keeps paid access until that period ends. If a payment fails, access continues only through the grace period shown on Billing, and then the paid features stop until payment succeeds.

A free workspace may limit how many employees and test calls you can use. The product enforces that limit.

Acceptable use

You will not use the workspace to:

• Break telecom, consumer, privacy, or advertising law, or Meta’s WhatsApp policies.
• Impersonate a person, a government agency, or a business you do not represent.
• Send malware, or probe the service except through a test we have agreed in writing.
• Upload a number list you do not have a right to use.
• Place calls or messages whose content is unlawful, including fraud and harassment.

We may suspend or close a workspace that does any of this, or that creates a serious risk to recipients, to other customers, or to our carriers. Where we can do it without adding to that risk, we will tell you the reason and let you export leads and transcripts first.

Your content and ours

You keep ownership of your briefs, lead lists, recordings, and message content. You give us a licence to host and process that material only to provide the workspace, to secure it, and to meet law. We own the product, the software, and the brand.

Availability and liability

Carriers, Meta, and speech providers can fail or delay a call or a message. We do not promise that every dial will connect or that every transcript will be complete. Refunds for a period when the paid workspace itself is unavailable because of our fault are described in the refund policy.

Our total liability arising out of the workspace in a calendar quarter is limited to the fees you paid us for the workspace in the three months before the claim. This limit does not apply to fraud, wilful misconduct, or any liability the law of India does not allow us to limit. We are not liable for profit you expected from a call the employee did not complete, or for a script you wrote.

You will cover losses we suffer because a call, message, or lead list you submitted was unlawful, or because you presented a caller identity you were not allowed to use. This does not apply to the extent the loss was caused by our fraud or wilful misconduct.

Law and changes

These terms are governed by the laws of India. Courts that have jurisdiction over our place of business may hear a dispute, except where a consumer law gives you the right to file where you live. A mandatory right under that law still applies if a sentence here conflicts with it.

We may change these terms by posting the new text on this page with a new date. If you keep using a paid workspace after that date, the new terms apply to the next billing period. If you do not accept them, cancel at period end.

Grievance Officer: Neeraj Goswami. Write to support@coocall.ai. Use the subject “Grievance” and include the workspace email, what happened, and any Razorpay payment id.

We acknowledge a complaint within 48 hours and aim to resolve a consumer complaint within one month of receiving it. A privacy or deletion request is completed within 30 days after we have verified the requester, and in any case within 90 days, except for records the law requires Code24x7 Private Limited to keep.

These timelines follow the Consumer Protection (E-Commerce) Rules, 2020, and the grievance practice in the Digital Personal Data Protection Act, 2023. Mandatory rights under the law of India still apply where a contract cannot remove them.