Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of the Dialora platform, website at dialora.in, and all associated applications, APIs, and services (collectively, the "Service"), operated by Dialora ("Dialora," "we," "us," or "our").

By creating an account, clicking "I Agree," or otherwise accessing or using the Service, you ("User," "Client," or "You") represent and warrant that:

• You are at least 18 years of age
• You have the legal authority to enter into this agreement on behalf of yourself or the organization you represent
• Your use of the Service will comply with all applicable laws and regulations, including Indian law
• All information you provide to Dialora is accurate, current, and complete

If you are entering into this agreement on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms.

2. Definitions

The following terms have the meanings set out below throughout this agreement:

• "Service" means the Dialora CRM and communications platform, including all features, APIs, integrations, and support services.
• "Account" means the registered account you create to access the Service.
• "Customer Data" means all data belonging to your clients and leads that is uploaded, generated, stored, or processed through the Service — including contact details, call recordings, SMS logs, emails, and metadata. Customer Data is owned exclusively by you.
• "User Content" means any data, text, files, or materials you submit to the Service other than Customer Data.
• "Subscription" means the paid plan you select to access certain features of the Service.
• "Authorized User" means any individual you permit to access your Account under your Subscription.

3. Data Ownership & Absolute Zero-Sharing Policy

3.1 You Own Your Data — Unconditionally

All Customer Data — including client contact information, leads, call recordings, voicemails, SMS logs, and email communications — is and shall remain your exclusive property at all times. Dialora asserts no ownership, intellectual property rights, or license over your Customer Data beyond the strictly limited processing rights necessary to deliver the Service to you.

3.2 Strict Prohibited Uses of Your Data

The following activities involving your Customer Data are permanently and unconditionally prohibited:

• Selling, renting, or licensing Customer Data to any third party for any purpose whatsoever
• Sharing Customer Data with advertisers, data brokers, analytics vendors, or marketing platforms
• Using Customer Data to create advertising profiles or behavioral targeting segments
• Aggregating, anonymizing, or pseudonymizing Customer Data for the purpose of resale or commercial exploitation
• Disclosing Customer Data to Dialora's business partners, affiliates, investors, or acquirers without your prior written consent
• Using Customer Data to train, fine-tune, benchmark, or improve any AI, machine learning, or large language model — whether internal or third-party

3.3 Strict Written Consent Requirement

If any entity — including third-party service providers, auditors, regulators, or any other party — requests access to your Customer Data, Dialora will:

• Automatically and immediately deny the request
• Notify you of the request within 48 hours of receipt
• Not grant access under any circumstances without your prior, explicit, written consent that specifically identifies: the requesting entity, the purpose of access, the scope of data, and the time-limited duration of access

3.4 Legally Compelled Disclosure

The sole exception to Section 3.3 is a valid, legally binding court order or subpoena issued under Indian law or applicable international treaty obligations. In such circumstances, Dialora will:

• Immediately notify you in writing upon receipt of such demand, unless legally prohibited from doing so by the specific terms of the order
• Provide you sufficient time to seek a protective order, injunction, or other legal remedy
• Vigorously challenge any demand that is overly broad, legally deficient, or lacking proper legal authority
• Disclose only the minimum data strictly mandated by the specific order — never in excess
• Provide you a written account of what was disclosed, to whom, and under what legal authority, immediately upon the lifting of any applicable gag order

3.5 Internal Access Controls

Dialora employees are strictly prohibited from accessing your Customer Data without your explicit, time-limited, written authorization granted for a specific technical support purpose. All such access events are logged with timestamp, employee identity, and scope of data accessed. These logs are available to you upon request.

4. Description of Service

Dialora provides a comprehensive CRM and unified communications platform designed for businesses. The Service includes, without limitation:

• Contact and lead management tools
• Voice calling via VoIP and telephony integrations
• SMS and messaging capabilities
• Email integration and automation (including Gmail via OAuth 2.0)
• Communication logs, call recordings, and analytics dashboards
• API access for custom integrations

Dialora reserves the right to modify, enhance, or discontinue any feature of the Service at any time, provided that material changes to features included in your paid Subscription are communicated to you with at least 30 days' written notice.

5. User Accounts & Responsibilities

5.1 Account Security

You are solely responsible for maintaining the confidentiality and security of your account credentials. You agree to:

• Use a strong, unique password and enable multi-factor authentication (MFA) where available
• Not disclose your password or access credentials to any unauthorized person
• Immediately notify Dialora at security@dialora.in upon becoming aware of any unauthorized access or suspected breach of your account
• Ensure that all Authorized Users under your account comply with these Terms

5.2 Account Accuracy

You agree to provide accurate, complete, and current registration information and to update it promptly if it changes. Accounts created with false or misleading information may be suspended or terminated without notice.

5.3 Authorized Users

You are fully responsible for all actions taken by Authorized Users under your Account. Any breach of these Terms by an Authorized User shall be deemed a breach by you.

6. Acceptable Use Policy

You agree to use the Service only for lawful business purposes and in compliance with all applicable laws. The following activities are strictly prohibited:

6.1 Communication & Spam Prohibitions

• Sending unsolicited commercial communications (spam) in violation of the Information Technology Act 2000, CAN-SPAM Act, GDPR, TRAI regulations, or any other applicable anti-spam law
• Sending communications to individuals who have not provided consent where consent is required by law
• Using the Service to conduct phishing, smishing, vishing, or any other fraudulent communication campaign

6.2 Misuse Prohibitions

• Impersonating any person, company, or entity, or misrepresenting your affiliation with any person or entity
• Using the Service to harass, threaten, defame, or abuse any individual
• Uploading or transmitting any content that is unlawful, obscene, defamatory, or that infringes the intellectual property rights of any third party
• Attempting to gain unauthorized access to any part of the Service, another user's account, or any Dialora systems or networks

6.3 Technical Prohibitions

• Interfering with or disrupting the integrity, performance, or availability of the Service or its underlying infrastructure
• Conducting load testing, penetration testing, or vulnerability scanning of the Service without Dialora's prior written authorization
• Using automated means (bots, scrapers, crawlers) to access the Service in a manner that exceeds normal usage patterns
• Reverse engineering, decompiling, or disassembling any component of the Service
• Reselling, sublicensing, or white-labeling the Service without Dialora's prior written consent

6.4 Legal Compliance

You are solely responsible for ensuring your use of the Service complies with all applicable laws in your jurisdiction, including but not limited to: the Information Technology Act 2000, the DPDP Act 2023, TRAI regulations governing commercial communications, and all applicable telecom and data protection laws.

7. Subscriptions, Billing & Payment

7.1 Subscription Plans

Access to certain features of the Service requires a paid Subscription. Subscription plans, pricing, and included features are described on our pricing page at dialora.in/pricing. Dialora reserves the right to modify pricing upon 30 days' written notice to you.

7.2 Billing

Subscriptions are billed in advance on a monthly or annual basis depending on your selected plan. All fees are quoted in Indian Rupees (INR) and are exclusive of applicable taxes (including GST), which will be added to your invoice.

7.3 Payment Processing

Payments are processed by our third-party payment processor. We do not store your full card or net banking credentials. By providing payment information, you authorize Dialora to charge your selected payment method for all fees due.

7.4 Refunds

All Subscription fees are non-refundable except where required by applicable Indian consumer protection law, or as expressly stated in a separate written agreement between you and Dialora. In the event of a billing error by Dialora, we will issue a credit or refund promptly.

7.5 Suspension for Non-Payment

If payment is not received within 7 days of the due date, Dialora may suspend access to your Account. Your data will be retained during a suspension period of up to 30 days, after which, if payment is not received, your Account may be terminated and your data permanently deleted in accordance with our Privacy Policy.

8. Third-Party Integrations

8.1 General

The Service allows you to connect with third-party applications and services, including Google Workspace (Gmail). Your use of third-party services is also subject to that party's own terms of service and privacy policy. Dialora is not responsible for the practices or content of third-party services.

8.2 Google Workspace Integration

Dialora's integration with Google APIs, including Gmail, strictly adheres to the Google API Services User Data Policy, including the Limited Use requirements. Data received from Google APIs will only be used to provide the CRM email features you explicitly enable. It will never be shared with third parties, used for advertising, or used to train any AI or ML model. Please refer to our Privacy Policy for the complete Google data handling terms.

8.3 No Endorsement

The availability of a third-party integration within the Service does not constitute Dialora's endorsement of that third party or their services.

9. Intellectual Property

9.1 Dialora's IP

The Service, including its software, design, features, trademarks, logos, and all associated intellectual property, is owned by Dialora and is protected under Indian and international intellectual property law. Nothing in these Terms grants you any ownership right in the Service or Dialora's intellectual property.

9.2 Your IP & License Grant

You retain all intellectual property rights in your Customer Data and User Content. By using the Service, you grant Dialora a limited, non-exclusive, non-transferable, revocable license to process your Customer Data solely for the purpose of delivering the Service to you. This license terminates upon the deletion or expiry of your Account.

9.3 Feedback

If you provide Dialora with feedback, suggestions, or ideas regarding the Service, you grant Dialora an irrevocable, perpetual, royalty-free license to use such feedback for any purpose. No feedback you provide will be considered confidential.

10. Confidentiality

Each party agrees to keep confidential all non-public information disclosed by the other party in connection with the Service that is designated as confidential or that reasonably should be understood to be confidential ("Confidential Information"). Each party agrees to:

• Use Confidential Information only for the purpose of performing obligations or exercising rights under these Terms
• Protect Confidential Information with at least the same degree of care it uses to protect its own confidential information, and in no event less than reasonable care
• Not disclose Confidential Information to any third party without the disclosing party's prior written consent

These obligations do not apply to information that: (a) is or becomes publicly known through no breach of these Terms; (b) was rightfully known before disclosure; (c) is independently developed without reference to Confidential Information; or (d) is required to be disclosed by law, subject to advance notice as described in Section 3.4.

11. Disclaimers & Limitation of Liability

11.1 Service Availability

Dialora will use commercially reasonable efforts to make the Service available 99.5% of the time in any given calendar month, excluding scheduled maintenance windows. However, we do not warrant that the Service will be uninterrupted, error-free, or completely secure at all times.

11.2 Disclaimer of Warranties

Except as expressly stated in these Terms, the Service is provided "AS IS" and "AS AVAILABLE" without warranty of any kind, express or implied, including without limitation any implied warranties of merchantability, fitness for a particular purpose, or non-infringement, to the fullest extent permitted by applicable law.

11.3 Limitation of Liability

To the maximum extent permitted by applicable Indian law, Dialora's total aggregate liability to you for any claims arising out of or related to these Terms or the Service shall not exceed the total Subscription fees paid by you to Dialora in the three (3) months immediately preceding the event giving rise to the claim.

11.4 Exclusion of Consequential Damages

In no event shall Dialora be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, business, or goodwill, even if Dialora has been advised of the possibility of such damages, to the extent permitted by applicable law.

12. Indemnification

You agree to indemnify, defend, and hold harmless Dialora and its officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:

• Your use of or access to the Service in violation of these Terms
• Your Customer Data or User Content, including any claim that it infringes a third party's rights
• Your violation of any applicable law or regulation
• Any unauthorized use of the Service through your Account

13. Termination

13.1 Termination by You

You may cancel your Subscription and terminate your Account at any time by contacting support@dialora.in or through your Account settings. Upon termination, your access to the Service will cease at the end of your current billing cycle.

13.2 Termination by Dialora

Dialora may suspend or terminate your Account immediately, without prior notice, if:

• You materially breach these Terms and fail to cure the breach within 14 days of written notice (or immediately for breaches that cannot be cured or that pose a security risk)
• You engage in fraudulent, abusive, or illegal activity through the Service
• Continuing to provide the Service to you would expose Dialora to legal liability

13.3 Effect of Termination

Upon termination of your Account for any reason:

• Your right to access and use the Service will immediately cease
• Your Customer Data will be retained for 30 days following termination, during which you may request a full export
• After the 30-day retention period, your Customer Data and Account Data will be permanently and securely purged from Dialora's active systems
• Backup copies will be deleted within 90 days of termination

14. Governing Law & Dispute Resolution

14.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of India, without regard to its conflict of law provisions. The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms.

14.2 Dispute Resolution

In the event of any dispute, controversy, or claim arising out of or relating to these Terms or the Service, the parties shall first attempt to resolve it through good-faith negotiation. If the dispute cannot be resolved within 30 days of written notice, either party may pursue resolution through the competent courts.

14.3 Jurisdiction

You agree that any legal proceedings arising out of or relating to these Terms shall be brought exclusively in the courts of Ahmedabad, Gujarat, India, and you irrevocably consent to the personal jurisdiction of those courts.

15. Changes to These Terms

Dialora reserves the right to modify these Terms at any time. In the event of a material change — including any change to data handling practices, your rights, fees, or the core features of the Service — we will:

• Notify you by email to your registered address at least 30 days before the change takes effect
• Display a prominent notice on dialora.in for 30 days
• Require your affirmative consent for changes that materially reduce your rights

Your continued use of the Service after the effective date of any amendment constitutes your acceptance of the revised Terms. If you do not agree, you must stop using the Service and may request deletion of your data.

16. General Provisions

• Entire Agreement: These Terms, together with the Privacy Policy and any applicable Subscription agreement, constitute the entire agreement between you and Dialora regarding the Service and supersede all prior agreements.
• Severability: If any provision of these Terms is found to be unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force.
• Waiver: Dialora's failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.
• Assignment: You may not assign or transfer your rights under these Terms without Dialora's prior written consent. Dialora may assign these Terms in connection with a merger, acquisition, or sale of assets, provided that the acquiring entity assumes all obligations under these Terms, including the Zero-Sharing Policy.
• Force Majeure: Dialora shall not be liable for delays or failures in performance resulting from events beyond its reasonable control, provided it uses commercially reasonable efforts to mitigate such events.
• Notices: All legal notices to Dialora must be sent in writing to legal@dialora.in or to our registered address. Dialora will send notices to your registered email address.

17. Contact Information

For any questions, concerns, or notices regarding these Terms, please contact: