Terms and Conditions

1. Acceptance of Terms & Eligibility

By creating an account, accessing, browsing, or utilizing the CallingCRM platform (the "Service"), you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions ("Terms"), together with our Privacy Policy, Acceptable Use Policy, and Refund and Cancellation Policy.

You represent and warrant that: (a) you are at least eighteen (18) years of age or the legal age of majority in your jurisdiction; (b) you possess the legal authority to bind yourself or the corporate entity you represent to these Terms; and (c) your use of CallingCRM does not violate any applicable domestic or international law, statute, ordinance, or regulation.

2. Account Registration & Security

To access the platform, you must register an account by providing accurate, current, and complete corporate and contact details. You agree to maintain and promptly update your registration details to ensure they remain true, current, and complete.

You are solely responsible for safeguarding the confidentiality of your account credentials, passwords, two-factor authentication (2FA) tokens, and API secret keys. You agree to notify CallingCRM immediately of any unauthorized access, breach of credentials, or suspected security compromise. M1 ENTITIES SOLUTIONS cannot and will not be liable for any loss or damage arising from your failure to protect your login credentials.

3. Organizations, Admins & Agent Responsibilities

CallingCRM operates under an organization hierarchy comprising Organization Administrators, Supervisors, and Agents. Organization Administrators exercise full governance over workspace data, team routing, phone number assignments (DIDs), campaign parameters, and role-based access privileges.

The Customer organization is strictly responsible for all actions, communications, phone calls, text messages, and data modifications performed by its provisioned agents, contractors, and staff. Administrators must promptly revoke credentials for deactivated employees or contractors.

4. Platform Features & Service Scope

CallingCRM provides a carrier-grade, unified cloud telephony and contact center suite delivered via WebRTC browser softphones, desktop clients, and REST APIs. Features include, without limitation:

• Cloud Softphone: WebRTC-powered dual-way voice calling, call transfer, call hold, conference, and blind forwarding.
• Campaign Dialers: Five specialized dialer modes including Preview, Progressive, Power, Predictive, and DTMF Interactive Voice Broadcast.
• IVR (Interactive Voice Response): Visual multi-level automated call routing menus, time-condition routing, and queue distribution.
• CRM & Lead Management: Contact dossiers, sales pipeline stages, custom data fields, lead distribution queues, and activity tracking.
• Supervision & Analytics: Live call monitoring, whisper coaching, call barge-in, call recordings, and historical Call Detail Records (CDRs).

5. Subscription Plans, Minutes & Payment Terms

Services are billed in accordance with the pricing schedule published on our Pricing Page or outlined in a bespoke Enterprise Order Form. Subscriptions are billed in advance on a recurring monthly or annual basis.

Usage-based telephony consumption (such as outbound PSTN minutes, inbound toll-free charges, dedicated DID rentals, SMS units, and AI speech transcriptions) is billed against your prepaid calling wallet or accrued post-paid account credit as agreed. Unpaid invoices or exhausted prepaid balances may result in automated suspension of outbound dialer circuits.

All fees are exclusive of applicable taxes, including Indian Goods and Services Tax (GST) at 18% where applicable, or local sales taxes. Customers are responsible for providing valid GSTIN certificates during onboarding to claim applicable input tax credits.

6. Promotional Offers & Trial Minutes

CallingCRM may periodically offer promotional credits, complimentary trial minutes, or waived onboarding fees. Promotional offers are subject to the following express conditions:

• Trial minutes are strictly limited to testing and non-commercial validation unless otherwise stated in writing.
• Promotional minutes expire thirty (30) days from issuance or on the date specified in the offer terms, whichever occurs first.
• Promotional credits hold zero cash value, are non-refundable, non-transferable, and cannot be exchanged for monetary payouts.
• CallingCRM reserves the right to terminate promotional privileges immediately if abusive calling, multiple account creation by the same entity, or fraudulent traffic is detected.

7. Fair Use of Calling Services & Campaign Restrictions

Calling services are provided subject to fair and lawful utilization. When running automated campaigns or predictive dialers, customers agree to abide by the following technical restrictions:

• Predictive Drop Rate Threshold: Abandoned call rates on predictive campaigns must remain strictly below statutory carrier limits (typically no more than 3% of answered calls over a 30-day rolling window).
• Concurrent Channel Limits: Organizations must adhere to the licensed concurrent SIP channel limits allocated to their subscription tier.
• Pacing Algorithms: Customer shall not manipulate dialing pacing algorithms to flood recipient telecom exchanges or bypass carrier throttling filters.

8. Consent & Telecom Regulatory Compliance

Customer Bears Sole Responsibility for Calling Consent: You expressly represent and warrant that all telephone numbers, lead lists, and contact data uploaded into CallingCRM have been compiled in strict adherence with applicable telecommunications laws, including but not limited to:

• The Telecom Regulatory Authority of India (TRAI) Telecom Commercial Communications Customer Preference Regulations (TCCCPR).
• The United States Telephone Consumer Protection Act (TCPA) and National Do Not Call (NDNC) Registry rules.
• The Canadian Telecommunications Act and CRTC Unsolicited Telecommunications Rules.
• General Data Protection Regulation (GDPR) and UK PECR consent mandates.

You must scrub all calling lists against applicable National Do-Not-Call registries and ensure that prior express written consent is documented for promotional, marketing, or automated dialer campaigns.

9. Prohibition on Spam, Fraud & Harassment

You agree not to use the Service for any unlawful, deceptive, harassing, or harmful activities, including but not limited to:

• Transmitting unsolicited telemarketing calls ("spam") or unsolicited bulk WhatsApp/SMS messages.
• Caller ID spoofing, transmitting false or misleading Calling Line Identity (CLI), or concealing the originating phone number.
• Impersonating law enforcement, financial institutions, government bodies, or healthcare agencies.
• Conducting debt collection harassment, abusive calling, or threats of violence.
• Attempting to penetrate, probe, or vulnerability-scan CallingCRM infrastructure, Asterisk servers, or SIP relays.

Violation of this section constitutes grounds for immediate, permanent termination without refund and referral to telecommunications authorities.

10. Call Recordings & Customer Personal Data

CallingCRM provides optional call recording and transcription capabilities. Many jurisdictions require two-party or all-party consent before recording a telephone conversation. You acknowledge and agree that:

• You are solely responsible for providing automated verbal notification (e.g., "This call may be recorded for quality assurance") or obtaining consent before initiating call recording.
• You own all rights, title, and interest in your customer records, contact lists, and recorded audio files.
• CallingCRM encrypts stored call recordings at rest using AES-256 and in transit using TLS 1.3 / SRTP.
• You may export or delete your recordings and contact records at any time through the administration console.

11. Third-Party Telecom Operators & Gateways

Telephony calls originate and terminate over underlying telecommunications circuits provided by licensed tier-1 telecom carriers (such as Tata Teleservices, Airtel, Vodafone Idea, Twilio, or other national operators).

You acknowledge that CallingCRM does not control the physical cellular or PSTN networks of terminating recipients. Carrier network congestions, international routing filters, spam-tagging algorithms by handset vendors, or operator-level downtime are outside of CallingCRM's direct control.

12. Service Availability & Telecom Disruptions

While CallingCRM strives to achieve 99.95% or higher availability as outlined in our Service Level Agreement (SLA), the platform may occasionally be unavailable due to planned maintenance, emergency security patches, or upstream carrier fiber cuts.

Planned maintenance is scheduled during off-peak hours with advance notice published on our Platform Status dashboard.

13. Suspension & Account Termination

You may terminate your subscription at any time via your organization billing portal in accordance with our Refund & Cancellation Policy.

CallingCRM reserves the right to immediately suspend or terminate your account without notice if: (a) you fail to pay undisputed fees when due; (b) you violate Section 8 (Telecom Compliance) or Section 9 (Prohibited Activities); (c) we receive formal regulatory or carrier complaints regarding your dialing traffic; or (d) required by court order or competent government authority.

14. Intellectual Property Rights

All software, WebRTC interfaces, dialer algorithms, APIs, database schemas, documentation, trademarks, and branding associated with CallingCRM remain the exclusive property of M1 ENTITIES SOLUTIONS and its licensors.

Subject to compliance with these Terms, CallingCRM grants you a non-exclusive, non-transferable, revocable license to access and use the platform solely for your internal business operations during your active subscription period.

15. Limitation of Liability & Disclaimers

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, OR NON-INFRINGEMENT.

IN NO EVENT SHALL M1 ENTITIES SOLUTIONS, ITS DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA LOSS, BUSINESS INTERRUPTION, OR REGULATORY FINES ARISING OUT OF YOUR USE OF THE PLATFORM.

OUR AGGREGATE LIABILITY ARISING UNDER OR RELATING TO THESE TERMS SHALL IN NO EVENT EXCEED THE TOTAL FEES ACTUALLY PAID BY YOU TO CALLINGCRM DURING THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE INCIDENT GIVING RISE TO LIABILITY.

16. Indemnification

You agree to defend, indemnify, and hold harmless M1 ENTITIES SOLUTIONS, its affiliates, directors, officers, employees, and carrier partners from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or in any way connected with: (a) your breach of these Terms; (b) your violation of telemarketing, privacy, or wiretap consent laws (including TCPA and TRAI regulations); (c) the content of your phone calls, recordings, or campaigns; or (d) any dispute between you and your called recipients.

17. Governing Law & Dispute Resolution

These Terms shall be governed by, construed, and enforced in accordance with the substantive laws of India, without regard to its conflict of law principles.

Any dispute, controversy, or claim arising out of or relating to these Terms shall be submitted to the exclusive jurisdiction of the competent courts located in New Delhi, Delhi, India. Both parties consent to personal jurisdiction and venue in such courts.

18. Modifications to Terms

M1 ENTITIES SOLUTIONS reserves the right to modify or replace these Terms at any time to reflect operational, legal, or regulatory changes. We will provide notice of material modifications by updating the "Last Updated" date and, where appropriate, sending an administrative notice to your registered email address.

Your continued use of CallingCRM following the posting of revised Terms constitutes your acceptance of the changes.

19. Contact Information

If you have any questions, contractual notices, or compliance inquiries regarding these Terms and Conditions, please contact our legal department: