Terms of Service

These Terms of Service ("Terms") form a binding agreement between you ("Customer", "you") and Rahme Labs Pty Ltd (ABN 15 694 461 919, ACN 694 461 919), the operator of CallGeni.us ("CallGeni.us", "we", "us", "our") governing your access to and use of the CallGeni.us platform, websites, applications, APIs, and related services (collectively, the "Service").

By creating an account, clicking "I agree", purchasing credits, or otherwise using the Service, you confirm that:

• You are at least 18 years old, or the age of majority in your jurisdiction.
• You have the legal authority to bind the business or entity on whose behalf you are using the Service.
• You will use the Service only for lawful business purposes consistent with these Terms.
• You will comply with all applicable laws, including telecommunications, privacy, anti-spam, consumer protection, and data protection laws in every jurisdiction where you operate.

If you are using the Service on behalf of an organisation, "you" means that organisation, and you represent that you have authority to bind it.

CallGeni.us is a software platform that lets businesses deploy AI-powered voice agents to handle inbound and outbound phone calls. The Service may include, depending on your plan and configuration:

• AI voice agents capable of natural-language conversation, configured by you with a personality, voice, language, and script
• Provisioning of phone numbers via our telecommunications partner, including porting of existing numbers
• Live call supervision tools (listen, whisper, takeover)
• SMS and MMS messaging from the agent's phone number
• Email sending from the agent's verified email account, using pre-approved templates
• Call recording, transcription, summarisation, and quality scoring
• Outbound calling campaigns
• Integrations with third-party calendar, CRM, and booking systems
• Voice cloning, knowledge-base ingestion, and real-time web search (selected plans)
• A web dashboard, REST API, and supervisor interface

We may add, change, deprecate, or remove features at our discretion. Material changes affecting paid features will be communicated in advance where reasonably practicable.

You must provide accurate information when creating your account, and keep it current. You are responsible for:

• All activity that occurs under your account, including activity by anyone you invite or grant access to
• Keeping your password, API keys, and authentication tokens confidential
• Notifying us promptly of any unauthorised access or suspected security breach
• Ensuring everyone you invite to your account complies with these Terms

You may operate multiple business workspaces ("tenants") under a single account, subject to your plan. Each tenant has its own agents, numbers, billing settings, and data isolation.

You are responsible for how your AI agent behaves on your behalf. This includes:

• Configuration — The agent's personality, script, business context, knowledge documents, and tools are configured by you. You are responsible for the accuracy of the information provided to the agent and for how the agent represents your business.
• Monitoring — You should periodically review call transcripts, recordings, quality scores, and summaries to ensure the agent is performing as intended. The Service provides supervision tools; using them is your responsibility.
• Compliance — You are solely responsible for ensuring the agent's behaviour, and any messages it sends, comply with all applicable laws in the jurisdictions where your callers and recipients are located.
• Consent — You are responsible for obtaining any caller, recipient, or contact consent required by law for recording, messaging, marketing, or contacting the person on your behalf.
• Sender identity — When the agent sends emails or SMS, those messages are sent from email addresses and phone numbers you control. You are responsible for any messages so sent, even if the agent composed the words.
• Do-Not-Contact — You must respect opt-outs and applicable Do-Not-Call registries. The Service provides DNC list management; maintaining it is your responsibility.
• Content review — Email templates and SMS message contents must be reviewed by you before use. We do not pre-review or approve your content.

The Service involves telephone calls, SMS, MMS, and email. Different jurisdictions impose different obligations, and YOU — not CallGeni.us — are responsible for complying with the rules that apply to your callers, recipients, and your own business.

Statutory penalties for non-compliance can be significant. If you are unsure whether a use case is lawful in your jurisdiction, seek legal advice before deploying. CallGeni.us provides the tools; you are responsible for using them lawfully.

You agree not to use the Service to:

• Make calls or send messages that are unlawful, fraudulent, harassing, threatening, defamatory, obscene, or invasive of privacy
• Engage in deceptive practices, impersonation, phishing, social engineering, or "vishing"
• Send unsolicited bulk messages or calls in violation of anti-spam laws
• Contact individuals on Do-Not-Call or Do-Not-Contact lists
• Conduct robocalls or automated telemarketing without required consent
• Provide regulated advice (medical, legal, financial, tax, mental health) through the AI agent unless you are appropriately licensed in the relevant jurisdiction and have implemented suitable safeguards
• Engage in collection activities in a manner that violates debt-collection laws
• Promote, facilitate, or engage in illegal goods, services, or activities
• Interfere with, disrupt, or attempt to gain unauthorised access to the Service, our infrastructure, or other customers' accounts or data
• Reverse engineer, decompile, or attempt to extract our source code, models, or proprietary methods, except to the extent expressly permitted by applicable law
• Resell, sublicense, or repackage the Service as your own without our written authorisation
• Use the Service in any way that could damage, disable, overburden, or impair our systems or those of our service providers (including Twilio, our AI processing partner, and others)

We may investigate suspected violations and take action, including warning you, suspending your account, terminating service, removing content, or reporting the activity to law enforcement.

The Service uses large language models and generative AI to converse with callers, transcribe audio, summarise conversations, and generate suggested responses. You acknowledge:

• AI is imperfect. Outputs may be inaccurate, incomplete, biased, or hallucinated. The agent may misunderstand, misremember, or fabricate details.
• The agent's words are not professional advice. Even if your agent is configured to discuss a topic, its responses do not constitute medical, legal, financial, tax, mental health, or any other professional advice.
• You are the speaker. Words the agent says to callers, messages it sends, and bookings it makes are deemed your words and your actions for legal purposes. Anything the agent commits to on your behalf may bind you.
• Quality monitoring is your responsibility. The Service provides quality scoring and supervision tools; reviewing the agent's actual performance is up to you.
• No guarantee of conversion. The Service does not guarantee that the agent will result in bookings, sales, conversions, or any specific business outcome.

If a misstatement by the agent could cause harm (e.g., incorrect medication dosing, incorrect legal advice, incorrect pricing commitments), you must configure the agent to avoid those topics, or implement human review before any binding action is taken.

Our pricing is published on the CallGeni.us website. Pricing may vary by plan, currency, and region, and may change with notice.

Plans. The Service is offered on tiered plans (Free, Starter, Pro, Enterprise) with different included monthly minute allowances, storage limits, and feature access. Plans are billed monthly or annually, in your local currency where supported.

Wallet credits. Usage beyond your included monthly allowance is charged to a prepaid wallet (credit balance) that you top up via Stripe. Per-minute, per-SMS, and per-MMS rates are published on the website and may vary by plan and country. We will not connect or place a call when your wallet is insufficient to cover the call and you have exhausted included allowances.

Trial minutes. New accounts may receive a one-off trial minute allowance, consumed before included plan minutes and wallet credits. Trial minutes are non-transferable, non-refundable, and do not refill.

Third-party pass-through. Some charges (e.g., phone number purchases, SMS/MMS, voice cloning surcharge, AI processing surcharges) include both our service fee and pass-through costs from telecommunications and AI vendors. We may adjust these rates with notice if vendor costs change.

Taxes. Prices are exclusive of applicable taxes (GST, VAT, sales tax) unless stated otherwise. You are responsible for any taxes assessed on your purchase.

Currency. Stripe processes charges in your selected currency at the marketed amount. Conversion to your bank's currency, where applicable, is handled by your card issuer.

Paid plans renew automatically at the end of each billing period (monthly or annually as selected) using your nominated payment method, until you cancel.

To cancel: use the billing settings in your dashboard or contact us at hello@callgeni.us. Cancellation takes effect at the end of the current billing period; you retain access until then.

Downgrade: downgrading to a lower plan takes effect at the end of the current billing period. Features above the downgraded tier (e.g., voice cloning, additional included minutes, increased storage) may become unavailable from the downgrade date.

Plan changes by us: we may change plan inclusions, pricing, or features with at least 30 days' notice before your next renewal. If you do not agree to the change, you may cancel before it takes effect.

Phone numbers: phone numbers you purchased remain assigned to your account while your account is in good standing and you maintain sufficient wallet credit for monthly number fees. Numbers may be released on cancellation, non-payment, or after extended inactivity, per our retention policy.

Subscriptions. Subscription fees are generally non-refundable except where required by consumer protection law in your jurisdiction (e.g., Australian Consumer Law, UK Consumer Rights Act, EU consumer rights).

Wallet credits. Unused wallet credits may be refunded on request within 30 days of purchase, less any usage and processing fees. Wallet credits older than 30 days are generally non-refundable except where required by law.

Phone number fees and per-message/per-minute charges. These are non-refundable once used.

To request a refund, contact hello@callgeni.us with your account email and the relevant transaction details.

The Service depends on third-party providers, including (without limitation):

• Telecommunications: Twilio Inc. (call connectivity, phone numbers, SMS/MMS, porting)
• Payments: Stripe, Inc. (subscriptions, wallet top-ups, currency conversion)
• AI processing: xAI (realtime voice and text models), and other AI providers for ancillary features
• Voice cloning: Fish Audio (optional, on selected plans)
• Web search: Tavily (optional, on selected plans)
• Email: Where you connect your own email account (e.g., Gmail, Microsoft 365) for agent-sent emails, your relationship is directly with that email provider
• Integrations you enable: Calendar (Google Calendar, Calendly), CRM (HubSpot, Salesforce), and others

Your use of these third-party services is governed by their own terms and privacy policies. We are not responsible for third-party outages, changes, errors, or policy decisions. Where a third-party service fails, the Service may degrade or become unavailable. We will use reasonable efforts to minimise disruption and find alternatives where practicable.

Ownership. You retain ownership of all data you upload, enter, or generate through the Service, including call recordings, transcripts, summaries, knowledge documents, contacts, and templates ("Customer Data").

Licence to us. You grant CallGeni.us a worldwide, non-exclusive, royalty-free licence to host, store, process, transmit, display, and otherwise use Customer Data solely to deliver the Service, maintain it, improve it (in aggregate and de-identified form), comply with law, and enforce these Terms.

End-caller data. When third parties call your agent or you contact them via the Service, the personal data of those callers and recipients is also Customer Data. You are the data controller for that data; we act as processor on your behalf. Our handling of caller data is described further in our Privacy Notice.

AI training. We do not use your Customer Data, call audio, or transcripts to train general-purpose AI models for use by other customers or third parties.

Retention. Customer Data is retained according to your plan and applicable law. Call recordings are retained per the storage retention period of your plan (30 days to 1 year, plus optional Forever Retention add-on). Transcripts and summaries are retained for at least 13 months. You may export or delete Customer Data through the dashboard at any time, subject to legal-hold obligations.

Deletion on cancellation. After account cancellation, we will delete or anonymise Customer Data within 90 days, except where retention is required by law or to resolve disputes.

Our IP. The Service, including all underlying software, models, dashboards, designs, documentation, trademarks, and the "CallGeni.us" name and logo, is owned by us or our licensors and protected by intellectual property law. No rights are granted to you except as expressly set out in these Terms.

Feedback. If you send us suggestions, ideas, or feedback about the Service, you grant us a perpetual, royalty-free licence to use that feedback for any purpose without obligation to you.

Customer marks. We may, with your permission, display your company name and logo as a customer of the Service in marketing materials. You may withdraw this permission at any time by emailing hello@callgeni.us.

We strive for high availability but do not guarantee uninterrupted service. The Service may be temporarily unavailable for scheduled maintenance, urgent fixes, third-party outages, force majeure events, or capacity issues. We will use reasonable efforts to notify you of planned maintenance.

Support is provided by email at hello@callgeni.us. Response times depend on your plan; we aim to respond to all enquiries within two business days. Formal SLAs are available on Enterprise plans by separate written agreement.

We may suspend or terminate your access to all or part of the Service, with or without notice, if:

• You breach these Terms, our Acceptable Use Policy, or applicable law
• Your account is in unpaid arrears or your wallet is insufficient for ongoing fees
• Your use poses a security, legal, or operational risk to us, our service providers, or other customers
• A third-party service essential to your use of the Service is withdrawn or restricted
• We are required to do so by law, regulation, or order of a competent authority

Where reasonable and not legally prohibited, we will give you prior notice and an opportunity to cure. For urgent threats (security, fraud, criminal activity), we may suspend immediately without notice.

You may terminate your account at any time via the dashboard or by emailing us. Termination does not refund pre-paid fees except as provided in the Refunds section.

On termination, your access ceases, phone numbers may be released, and Customer Data is treated as described in the Your Data section.

To the maximum extent permitted by law, the Service is provided "as is" and "as available", without warranty of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, reliability, or uninterrupted operation.

We do not warrant that the Service will be free from errors, that AI outputs will be accurate, that calls will always connect, or that the Service will meet your specific requirements.

Consumer protection laws. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under applicable consumer protection law, including the Australian Consumer Law, the UK Consumer Rights Act 2015, equivalent EU consumer law, and similar laws elsewhere. Where such laws apply, our liability is limited to the maximum extent permitted by those laws.

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, goodwill, business opportunities, data, or anticipated savings.
• Our total aggregate liability arising out of or relating to these Terms or the Service, whether in contract, tort (including negligence), statute, or otherwise, is capped at the greater of (a) AUD $200 or (b) the total fees paid by you to us in the twelve (12) months preceding the event giving rise to the claim.
• We are not liable for damages caused by your misconfiguration of an agent, your content, your failure to comply with applicable law, third-party service failures, or acts of callers or recipients.

The exclusions and limitations in this section apply even if a remedy fails of its essential purpose, and survive termination of these Terms. Some jurisdictions do not allow the exclusion or limitation of certain damages; in those jurisdictions, our liability is limited to the maximum extent permitted by law.

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

• Your use or misuse of the Service
• Your breach of these Terms, the Acceptable Use Policy, or applicable law
• Calls, SMS, MMS, or emails sent or received through your account (including by your agents acting on your behalf)
• Any commitments your agent makes to callers (e.g., bookings, prices, refunds, advice)
• Any infringement of third-party rights (including intellectual property, privacy, or publicity rights) caused by you or your content
• Disputes between you and your callers, recipients, customers, or employees

We may, at your expense, assume the exclusive defence and control of any matter for which you are required to indemnify us, in which case you will cooperate with our defence.

We may update these Terms from time to time to reflect changes in the Service, our practices, or the law. The effective date at the top of this page will be updated. Material changes will be communicated by email or in-product notice at least 30 days before they take effect, where practicable.

Your continued use of the Service after a change indicates your acceptance. If you do not agree to a change, you may cancel your account before the change takes effect.

These Terms are governed by the laws of New South Wales, Australia, without regard to its conflict-of-law rules. The courts of New South Wales have non-exclusive jurisdiction to hear disputes arising out of or relating to these Terms or the Service.

For consumers located outside Australia, mandatory consumer protection laws of your country of residence may also apply and are not displaced by this section.

Before commencing formal proceedings, the parties will use reasonable efforts to resolve any dispute by negotiation in good faith, escalating to the operational lead on each side. Either party may, at any time, seek urgent injunctive or equitable relief in any court of competent jurisdiction without first attempting negotiation.

These Terms constitute the entire agreement between you and us regarding the Service and supersede all prior agreements or understandings. If any provision is held unenforceable, the remaining provisions remain in full force. No waiver is effective unless in writing. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets.

For questions about these Terms, billing, account issues, or anything else: