Terms and Conditions

Last Updated: 11 January 2025

1. Introduction

These Terms and Conditions ("Terms") govern your access to and use of Svana.ai ("Platform"), a voice AI service operated by ReverbEcho Labs Private Limited ("Company," "we," "us," or "our"). By accessing or using our Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Service.

2. Definitions

Throughout these Terms, we use specific terminology to describe our services and relationships. "Service" encompasses the entire Svana.ai voice AI platform, including all features, functionalities, and interfaces provided. A "User" is any individual or entity that accesses or uses our Service. "Content" includes all call recordings, transcripts, data, text, and other materials processed through our platform. "Subscription" refers to your paid access to our Service, and "API" means our application programming interface and related documentation.

3. Account Registration and Security

Creating and maintaining an account with Svana.ai requires careful attention to security and accuracy. When registering for our Service, you must provide complete and accurate information. For enterprise accounts, this includes valid business credentials and proper authorization documentation. You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. If you suspect any unauthorized access, you must immediately notify us. Enterprise account holders bear additional responsibilities, including designating authorized administrators, managing user access appropriately, and ensuring compliance with user limits specified in their subscription plan.

4. Service Terms

We grant you a non-exclusive, non-transferable license to use our Platform within the scope of your subscription. This license permits you to access and use our Platform, make API calls within prescribed limits, generate voice calls using our technology, and store and process permitted data. However, this license is subject to specific restrictions. You may not reverse engineer our Service, exceed API or usage limits, share account access with unauthorized users, or use the Service in any way that violates applicable laws. We maintain a service availability target of 99.95% uptime, excluding scheduled maintenance periods which we will communicate in advance.

5. Pricing and Payment

Our pricing structure is transparent and usage-based, starting at ₹2 per minute for standard voice calls. Enterprise customers may receive custom pricing based on their specific requirements and volume commitments. All fees are exclusive of applicable taxes, which will be added to your invoices. Payment terms vary by subscription type – prepaid plans require advance payment, while enterprise accounts typically operate on monthly billing cycles with net-30 payment terms. We maintain a strict no-refund policy for unused minutes, though we may provide pro-rata refunds or service credits for sustained service interruptions.

6. Data and Privacy

Our handling of your data is governed by strict protocols and our comprehensive Privacy Policy. When you use our Service, you retain ownership of your data while granting us the necessary licenses to process and analyze it for service delivery. We implement industry-standard security measures to protect your information and maintain compliance with applicable data protection regulations. Our data processing activities are transparent and documented, with clear procedures for data access, modification, and deletion. We commit to processing your data only for specified purposes and maintaining its confidentiality throughout our relationship.

7. Intellectual Property Rights

All aspects of the Svana.ai Platform, including our technology, algorithms, AI models, software, design, and documentation, remain the exclusive property of ReverbEcho Labs Private Limited. Our intellectual property is protected by copyright, trademark, patent, and trade secret laws. While you retain all rights to your data and custom configurations, you grant us a worldwide, non-exclusive license to use, modify, and process this data to provide and improve our Service. Any feedback, suggestions, or improvements you provide regarding our Service become our exclusive property without any compensation or attribution requirements.

8. Compliance and Acceptable Use

Using Svana.ai requires strict adherence to all applicable laws and regulations, including but not limited to telecom regulations, privacy laws, and consumer protection rules. Our Service must be used in compliance with all applicable Do-Not-Call registries, consent requirements, and communication regulations. We explicitly prohibit using our Service for any illegal, harmful, or fraudulent activities. This includes unauthorized marketing, harassment, transmission of malicious content, or any actions that could disrupt our Service or other users' experience. Violation of these requirements may result in immediate service termination.

9. Term and Termination

Your subscription begins on the date of account activation and continues for the period specified in your service agreement. For standard subscriptions, terms automatically renew unless cancelled with at least 30 days' notice. Enterprise agreements follow their specified contract terms. We reserve the right to terminate your access to the Service immediately if you violate these Terms, fail to pay applicable fees, or use the Service in a manner that could harm other users or our platform. Upon termination, you must cease all use of our Service and delete any locally stored proprietary information.

10. Warranties and Disclaimers

We warrant that our Service will perform substantially in accordance with our documentation and service level agreements. However, we provide the Service "as is" and make no warranties regarding uninterrupted availability or error-free operation. We explicitly disclaim any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. While we strive for optimal performance, we cannot guarantee specific outcomes or results from using our Service. Third-party services integrated with our platform carry their own terms and warranties, for which we assume no responsibility.

11. Limitation of Liability

Our aggregate liability under these Terms is strictly limited to the amount you have paid us in the twelve months preceding any claim. In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to lost profits, lost data, or business interruption, regardless of the theory of liability or whether we have been advised of the possibility of such damages. This limitation applies to all claims, whether based on warranty, contract, tort, or any other legal theory. For enterprise customers, specific liability terms may be negotiated as part of their service agreement.

12. Indemnification

You agree to defend, indemnify, and hold harmless ReverbEcho Labs Private Limited, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from your use of the Service, violation of these Terms, or infringement of any third-party rights. We reserve the right to assume exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate in asserting any available defenses.

13. Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond reasonable control, including but not limited to acts of God, war, terrorism, pandemic, natural disasters, power failures, or internet disruptions. The affected party shall promptly notify the other party and resume performance as soon as practicable.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of India, without regard to its conflict of law principles. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of courts in [City], India. Both parties consent to the personal jurisdiction of these courts and waive any objection to such jurisdiction. For enterprise customers, we may agree to alternative dispute resolution mechanisms as specified in their service agreements.

15. Modifications to Terms

We reserve the right to modify these Terms at any time, with changes becoming effective upon posting to our website. For material changes, we will provide advance notice through our platform or via email. Your continued use of the Service after such modifications constitutes acceptance of the updated Terms. Enterprise customers will receive notice per their service agreements, with modification terms following their contract provisions.

16. Severability and Survival

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect. We will work in good faith to modify any unenforceable provision to reflect the original intent while maintaining legal compliance. Provisions relating to intellectual property rights, limitation of liability, indemnification, and payment obligations survive the termination of these Terms.

17. Contact Information

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

ReverbEcho Labs Private Limited

Minarch Tower, 4th Floor, Gurgaon, 122003

Haryana

Legal Inquiries: teams@svana.ai

General Support: support@svana.ai

18. Acknowledgment

By using Svana.ai, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, along with our Privacy Policy and Acceptable Use Policy, which are incorporated by reference.

These Terms and Conditions were last updated on 11 January 2025 and are effective immediately for all users of the Service.

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