Legal

Terms of Service

These terms govern your use of the services we provide. Please read them carefully.

Last updated: 13 October 2026 (v2.1)

1. Acceptance of Terms

By accessing or using the Service, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use our Service.

These Terms constitute a legally binding agreement between you and Kalcend Technologies Pvt. Ltd., a company incorporated in India with its registered office at DS-Suite 22, TC 24/3088/2, Dotspace Business Center, Kaudiar Square, Thiruvananthapuram, Kerala 695003, India ("Kalcend," "we," "us," or "our"). We may update these Terms from time to time, and your continued use of the Service after such changes constitutes acceptance of the new Terms.

Important: These Terms apply to all users, including customers, end-users, and visitors to our website.

2. Eligibility & Children

The Service is intended solely for businesses and for individuals who are at least 18 years of age and accessing the Service in a business or professional capacity. By using the Service you represent that you meet this requirement and, where you act on behalf of an organisation, that you are authorised to bind it to these Terms.

Not directed at children: The Service is not directed at, and may not be used by, anyone under 18. We do not knowingly create accounts for or collect the personal data of children. If we learn that we have done so, we will delete the relevant account and data. See our Privacy Policy for how this is handled under India's Digital Personal Data Protection Act, 2023.

3. Service Description

Kalcend is a Software-as-a-Service (SaaS) platform for building, deploying, and managing AI agents ("AI employees") that run customer support, sales, and operations for businesses. Our features include, and may evolve to include:

  • AI Agent Builder: Create and configure AI agents from natural-language instructions, with custom tools, instructions, and knowledge
  • Multi-Channel Deployment: Run agents across WhatsApp, Slack, web chat, and voice/phone
  • Voice Agents: Inbound and outbound AI phone agents that answer calls, use tools, and complete tasks such as booking appointments
  • WhatsApp Campaigns & Messaging: Create, send, and manage WhatsApp Business campaigns and conversations
  • Shared Inbox & Human Handoff: AI-handled conversations with seamless escalation to human agents
  • Knowledge Base: Upload documents and sources so agents answer from your own content (retrieval-augmented generation)
  • Integrations & Tools: Connect third-party apps (email, calendars, CRMs, developer tools, and more) for agents to use as tools, where you enable them
  • Browser Automation: Agents that browse the web, fill forms, and gather information to complete tasks
  • Automations & Webhooks: Trigger and orchestrate workflows from events and webhooks
  • Contact & Segment Management: Organize and segment your customer database
  • Templates & Playground: Start from prebuilt agent templates and test agents before going live
  • Developer API: Programmatic access to build on the platform
  • Analytics & Reporting: Track agent, conversation, campaign, and usage metrics
Service Availability: We aim for high availability but do not commit to a specific uptime level or service-level guarantee unless agreed in a separate written enterprise agreement. Scheduled maintenance and unforeseen outages may occur. We may add, change, or remove features over time.

4. User Accounts & Registration

Account Requirements

  • You must be 18 years or older to create an account
  • Provide accurate and complete registration information
  • Maintain the security of your account credentials
  • Notify us immediately of unauthorized account access

Your Responsibilities

  • You are responsible for all activities under your account, including actions taken by AI agents you configure
  • Keep your contact information up to date
  • Comply with the policies of every channel and third-party service you use (WhatsApp, Slack, telephony/voice, and integrated apps)
  • Ensure you have a lawful basis and proper consent to message or call your contacts, including telemarketing/DND and DLT requirements where applicable

5. Acceptable Use Policy

Permitted Uses

  • Legitimate business communications
  • Customer support and service
  • Marketing with proper consent
  • Transactional messages
  • Educational content

Prohibited Uses

  • Spam, unsolicited messages, or unsolicited automated calls
  • Illegal or fraudulent activities
  • Harassment, abusive, or deceptive content (including impersonation via voice or chat)
  • Malware or security threats
  • Using agents, browser automation, or integrations to access systems, scrape data, or take actions without authorization
  • Violation of third-party rights or third-party service terms

Content Guidelines

No Illegal Content
Content must comply with applicable laws and regulations
Respect Privacy
Obtain proper consent before messaging contacts
Professional Standards
Maintain professional and respectful communication

6. Intellectual Property

Our IP

The Service, including its software, design, branding, and content we provide, is owned by Kalcend Technologies Pvt. Ltd. and its licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with these Terms. No other rights are granted.

Your content

You retain ownership of the content, contacts, documents, and other data you upload or generate through the Service ("Your Content"). You grant us a limited licence to host, process, and transmit Your Content solely to provide and improve the Service and as described in our Privacy Policy. Feedback you provide may be used by us without restriction.

7. Payment Terms & Billing

Pay-as-you-go wallet

  • Kalcend is pay-as-you-go: you add funds to a prepaid US dollar wallet and pay for services as you use them. There is no subscription
  • Top-ups start at $10. Prices exclude taxes, which are added at checkout
  • Services are charged at the rates published on our pricing page; the price accepted for a piece of work applies to that work
  • Purchased credit does not expire. Trial credit and service credit have no cash value

Trial

  • Eligible new organisations with a verified email receive a one-time trial credit of $5, valid for 30 days
  • Trial credit cannot pay for server, database or phone-number rentals
  • Agent emails, Business WhatsApp messages, public web chat AI and live voice calls require a first paid top-up

Rentals

  • Servers and databases are rented for 30-day periods and renew automatically from your wallet; phone numbers renew monthly
  • We send a notice before each renewal. If your balance cannot cover it, the rental has seven days of grace, after which the server or database is deleted or the number is released
  • When you delete a server or database, its unused prepaid time is credited to your wallet as service credit. Phone-number rentals are not prorated

Payment Processing

  • Payments are processed by Dodo Payments; your card details are handled directly by Dodo Payments and we do not store them
  • If your balance goes negative, the shortfall is an outstanding charge: new paid work pauses until it is repaid, and later credits repay it first
  • Disputes must be raised within 60 days

8. Refunds & Credits

Refund Policy

Purchased wallet credit is non-refundable, except as set out below or where required by law.

  • Confirmed platform or provider technical failures receive service credit
  • Unused prepaid server and database time is credited when you delete the resource; failed provisioning is credited in full
  • If a top-up is refunded, for example after a duplicate charge, the matching wallet credit is removed automatically and any part already spent becomes an outstanding charge
  • Completed work, cancelled work already performed and unsuccessful AI attempts remain billable

Exceptions

Cash refunds may be considered in the following limited circumstances:

  • Duplicate charges due to technical error
  • Where required by applicable law

All exception requests are subject to review and approval at our sole discretion.

Before you top up: if your organisation is eligible, use the trial credit to evaluate whether the service meets your needs.

9. Termination

Termination by You

You may terminate your account at any time by contacting our support team.

Termination takes effect when we confirm your request. Rentals you have not deleted end at termination without further credit.

Termination by Us

We may terminate your account for:

  • Violation of these Terms of Service
  • Non-payment of outstanding charges
  • Illegal or abusive use of the service

We will provide 30 days notice when possible, except for immediate threats.

Effect of Termination: Upon termination, your access to the service will cease, and your data will be retained for up to 30 days for recovery purposes, after which it will be permanently deleted unless required for legal compliance.

10. Limitation of Liability & Warranties

DISCLAIMER: The service is provided "as is" without warranties of any kind, whether express or implied. We disclaim all warranties, including merchantability, fitness for a particular purpose, and non-infringement.

LIMITATION OF LIABILITY: To the maximum extent permitted by law, our liability for any damages arising from or related to these terms or the service is limited to the amount you paid us in the 12 months preceding the claim.

EXCLUDED DAMAGES: We are not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits, data, or business opportunities.

Service Limitations

  • No guarantee of message or call delivery
  • Third-party dependencies (WhatsApp, Slack, telephony, AI model providers, and integrated apps)
  • Potential service interruptions
  • AI outputs and autonomous agent actions may be inaccurate or unexpected; you are responsible for reviewing, supervising, and approving what your agents do

Your Indemnification

  • You indemnify us against claims arising from your use of the Service
  • Content you upload, send, or generate, and actions taken by agents you configure
  • Violations of laws, third-party rights, or third-party service terms
  • Breaches of these terms

11. Governing Law & Disputes

Governing Law

These Terms are governed by the laws of India, without regard to conflict of law principles.

Subject to the dispute-resolution process below, the courts at Kerala, India have supervisory jurisdiction over any matter arising from these Terms or the Service.

Dispute Resolution

The parties agree to resolve disputes in the following order:

  1. Good-faith negotiation, by raising the matter with our support team
  2. If unresolved within 30 days, binding arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at Kerala, India, conducted in English
  3. The arbitration award is final and binding; the courts above retain supervisory jurisdiction only
International Users: If you are accessing our service from outside India, you are responsible for compliance with local laws and regulations.

12. Changes to Terms

We may update these Terms from time to time to reflect changes in our service, legal requirements, or business practices. When we make changes, we will:

  • Post the updated Terms on this page
  • Update the "Last updated" date at the top
  • Notify account holders of material changes via email or in-app notification

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the updated Terms.

13. Contact Information

If you have questions about these Terms of Service, please contact us:

  • Entity: Kalcend Technologies Pvt. Ltd.
  • Registered office: DS-Suite 22, TC 24/3088/2, Dotspace Business Center, Kaudiar Square, Thiruvananthapuram, Kerala 695003, India
  • Support: support@kalcend.ai
  • Phone: +917736931116
Data & privacy matters: For questions about your personal data or to exercise your rights, contact our Grievance Officer, Sanjay Pillai, at privacy@kalcend.ai, or see our Privacy Policy and Grievance & Data Requests page.

By using the service, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.