Terms of Service

Effective Date: January 1, 2025 Last Updated: December 29, 2024

Welcome to Kiloba Voice. By accessing or using our services, you agree to comply with the following terms and conditions. Please read carefully before using the service.

1. Definitions

"Service": The Kiloba Voice AI call center platform, including all features, APIs, admin interfaces, and related services.
"User" or "Customer": Individual or organization that registers and uses the Service.
"Content": All data, text, audio, recordings, and other information uploaded, processed, or stored through the Service.
"We" or "Kiloba": The company providing the Kiloba Voice service.

2. Acceptance of Terms

2.1. Binding Agreement

By accessing, registering, or using the Service, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

2.2. Legal Capacity

You warrant that you have the legal capacity to enter into binding contracts and are not prohibited from using the Service under applicable law.

2.3. Organizational Representation

If you are using the Service on behalf of an organization, you warrant that you have the authority to bind that organization to these Terms.

3. Service Description

3.1. Core Features

Kiloba Voice provides an intelligent AI call center platform with the following features:

AI Voice Agent: Automated call handling with artificial intelligence
LLM Integration: Support for Google Gemini and OpenAI
Campaign Management: Create and manage calling campaigns
Recording & Analytics: Store and analyze call recordings
API & Webhooks: Integration with third-party systems
RAG Knowledge Base: Custom knowledge base for AI

3.2. Availability

We commit to maintaining service availability (SLA) according to the subscribed service plan. However, the Service may be unavailable during scheduled or emergency maintenance.

3.3. Service Updates

We reserve the right to update, modify, or discontinue any feature of the Service without prior notice, except where it significantly affects User rights.

4. User Account

4.1. Account Registration

To use the Service, you must register an account with accurate, complete, and up-to-date information. You are responsible for maintaining the security of your login credentials.

4.2. Account Security

You are responsible for:

Protecting your password and login information
Notifying us immediately if you discover unauthorized access
All activities that occur under your account

4.3. One Account Per User

Each account is intended for one user or organization. Account sharing with third parties is not permitted unless explicitly allowed in the service plan.

5. Acceptable Use

5.1. Lawful Purpose

You agree to use the Service only for lawful purposes and in accordance with these Terms.

5.2. Prohibited Conduct

You MAY NOT:

Use the Service to make spam, fraudulent, or harassing calls
Violate telecommunications and consumer protection regulations
Collect personal information without consent
Interfere with the operation of the Service or infrastructure
Attempt unauthorized access to systems or other accounts
Use the Service to distribute malware or harmful content
Resell or rent the Service without permission
Violate third-party intellectual property rights

5.3. Legal Compliance

You are responsible for complying with all applicable laws related to the use of the Service, including but not limited to:

Telecommunications Law
Cybersecurity Law
Consumer Protection Law
Anti-spam and robocall regulations

6. Payment and Service Fees

6.1. Fee Structure

Service fees are calculated based on subscription plans and actual usage. Price details are published on the website or in the service agreement.

6.2. Payment

Payments are made before (prepaid) or after (postpaid) the usage period depending on the plan
Invoices are issued electronically as required by regulations
Late payment exceeding 15 days may result in service suspension

6.3. Refunds

Refund policy is applied according to the service agreement. Fees for usage already incurred are non-refundable except in case of our error.

6.4. Price Changes

We reserve the right to adjust service prices with at least 30 days' prior notice. You have the right to cancel the service if you do not agree with the new price.

7. Intellectual Property Rights

7.1. Kiloba's Rights

The Service, including all software, interfaces, designs, logos, and related content are owned by Kiloba and protected by intellectual property laws.

7.2. User's Rights

You retain ownership of Content you upload or create through the Service. By using the Service, you grant us a non-exclusive right to use your Content to provide and improve the Service.

7.3. Feedback

Any ideas, suggestions, or feedback you provide about the Service may be used by us without obligation of compensation.

8. Security and Privacy

8.1. Data Protection

We commit to protecting your data in accordance with our Privacy Policy and applicable data protection laws.

8.2. Call Recording

Call recordings are encrypted and securely stored
You are responsible for notifying relevant parties about recording
Data is stored according to the retention period in your service plan

8.3. Data Processing

We may process your data to:

Provide and operate the Service
Analyze and improve service quality
Comply with legal requirements
Provide technical support when requested

9. Limitation of Liability

9.1. "As Is" Service

The Service is provided "as is" and "as available." We do not guarantee that the Service will be uninterrupted or error-free.

9.2. Compensation Limit

In all cases, our total liability to you shall not exceed the amount you have paid for the Service in the 12 months prior to the claim.

9.3. Exclusion of Liability

We are not liable for:

Indirect, incidental, or consequential damages
Loss of revenue, profits, or data
Actions of third parties or integrated service providers
Circumstances beyond reasonable control (force majeure)

10. Indemnification

You agree to indemnify and hold Kiloba, its officers, directors, employees, and partners harmless from any claims, damages, losses arising from:

Your violation of these Terms
Your violation of laws or third-party rights
Content you upload or transmit through the Service

11. Termination

11.1. Termination by User

You may terminate your account at any time by written notice. Fees already paid are non-refundable unless otherwise agreed.

11.2. Termination by Kiloba

We reserve the right to suspend or terminate your account if:

You violate these Terms
You fail to pay service fees
Required by competent authorities
The Service is discontinued

11.3. Consequences of Termination

After termination:

Access to the Service will be revoked
Data will be retained for 30 days for export
After 30 days, data may be permanently deleted

12. Changes to Terms

12.1. Right to Modify

We reserve the right to modify these Terms at any time.

12.2. Notice

Important changes will be notified via email or on the Service at least 15 days before taking effect.

12.3. Continued Use

Your continued use of the Service after the Terms are updated constitutes your acceptance of such changes.

13. Dispute Resolution

13.1. Negotiation

The parties will endeavor to resolve disputes through good faith negotiation within 30 days.

13.2. Mediation

If negotiation fails, the dispute will be referred to mediation at the Commercial Mediation Center.

13.3. Arbitration

Disputes not resolved through mediation will be settled by arbitration under the rules of the Vietnam International Arbitration Centre (VIAC).

13.4. Governing Law

These Terms are governed by the laws of Vietnam.

14. General Provisions

14.1. Entire Agreement

These Terms, together with the Privacy Policy and referenced documents, constitute the entire agreement between you and Kiloba.

14.2. Waiver

Our failure to enforce any right does not constitute a waiver of that right.

14.3. Severability

If any provision is deemed invalid, the remaining provisions remain in full force and effect.

14.4. Assignment

You may not assign rights or obligations under these Terms without our written consent.

15. Contact

If you have questions about these Terms, please contact:

Kiloba Voice

Email: legal@kiloba.ai
Hotline: 1900 xxxx xx
Address: [Company Address]

By using the Kiloba Voice Service, you confirm that you have read, understood, and agree to these Terms of Service.