Terms of Use

Effective date: 3 October 2026

1. About these terms

These terms are an agreement between you and Comcent Technologies Private Limited (“Comcent”, “we”, “us”), a company registered in India at Aasare, 2-187/B16, Fourth Floor, (301) Prathvi Palace, Behind Maari Gudi, Brahmavara, Karnataka, India - 576213.

They cover Comcent Cloud, our hosted voice infrastructure service at app.comcent.io, and this website, comcent.io (together, the “Service”).

The open-source edition of Comcent, which you download and run yourself, is not covered by these terms. It is governed by its own licence, published with its source code.

Our Privacy Policy explains how we handle personal data and forms part of these terms. By creating an account, or by using the Service, you agree to these terms. If you do not agree, do not use the Service.

2. Words we use

• Organisation: the business or other entity that holds a Comcent Cloud account. It is our customer.
• Admin: a person who manages an Organisation’s account, its members, its billing and its settings.
• Member: a person an Organisation lets use its account, such as an agent or supervisor.
• Caller: anyone who takes part in a call handled by an Organisation’s account, such as that Organisation’s customers.
• Wallet: an Organisation’s prepaid balance, held in US dollars.
• Promotional credit: credit given through a coupon or promotion. It is held separately from the Wallet.
• Customer data: the data an Organisation puts into or creates with the Service, including call recordings, transcripts, call logs, contacts and settings.

“You” means the person using the Service and, where that person acts for an Organisation, the Organisation too.

3. Who can use Comcent Cloud

• Comcent Cloud is a business service. It is meant for organisations that run calls with their customers, not for personal or household use.
• You must be at least 18 years old.
• If you sign up or act for an Organisation, you confirm that you are authorised to accept these terms on its behalf and to bind it to them.
• You must give accurate information when you sign up and keep it up to date, including the Organisation’s billing name and address.
• Each person may hold only one user account, and must sign up with their own working email address. We do not accept disposable or temporary email addresses.

4. Your account and your team

• Admins decide who can use the Organisation’s account and what they can do. The Organisation is responsible for everything done through its account, including by its Members.
• Keep your password and sign-in methods secure, and tell us straight away at contact@comcent.io if you think someone has got into your account.
• Members must follow these terms and any reasonable rules their Organisation sets.

5. Prepaid wallet and billing

Comcent Cloud is prepaid. You pay into the Wallet before you use the Service, and charges are taken from the Wallet. Current plans and prices are on our pricing page.

• Wallet. The Wallet is held in US dollars. The minimum top-up is USD 25. Money you pay into the Wallet does not expire while the account is open.
• Plan fee. Your plan fee is taken from the Wallet when it falls due, once a month. We check for due renewals every hour, so a fee may be taken shortly after its due time.
• Lapse. If the Wallet (together with any Promotional credit) cannot cover the plan fee when it is due, nothing is charged and the plan lapses. Calls stop until you top up enough to renew. A plan renewed after a lapse starts a new month from the time it is paid, so you are not charged for the time it was lapsed.
• Upgrades. When you move to a higher plan, the new plan’s fee is charged in full straight away, less a credit for the unused days of your current plan. The new plan starts immediately.
• Downgrades. When you move to a lower plan, the change takes effect at your next renewal.
• Usage charges. Features billed by use, such as AI Insights beyond your plan’s included minutes, transfer intelligence and the voice bot, are charged from the Wallet as you use them, at the prices on the pricing page.
• Carrier charges. You bring your own phone carrier or SIP trunk and pay them directly for call minutes and phone numbers. Comcent does not charge for talk time.
• Price changes. We may change our prices. We will tell you before a change affects a plan fee you already pay, and the new price applies from your next renewal after the notice.

6. Payments and currency

• Outside India, top-ups are paid through PayPal.
• In India, top-ups are paid through Razorpay. Your top-up is charged in Indian rupees, converted from the US dollar amount at that day’s European Central Bank (ECB) reference rate, with no markup. The Wallet is credited in US dollars.
• We never see or store your full card or bank details. The payment provider handles them under its own terms.
• The Wallet is credited once the payment provider confirms the payment.

7. Taxes

Prices exclude taxes. Applicable taxes, including GST, are added where required by law.

8. Invoices

For each top-up we issue an invoice in the payer’s name, using the billing details on the account, and email it to the payer.

9. No refunds

All payments are final and non-refundable. This includes:

• Wallet top-ups;
• plan fees, including the unused part of a month when you downgrade, cancel or your account is closed;
• usage charges; and
• any unused Wallet balance when an account is closed, for any reason.

Promotional credit has no cash value and is never refunded or paid out.

Interruptions or degraded performance of the Service do not entitle you to a refund, credit or reduction of fees, unless we decide otherwise at our discretion, for example by adding goodwill credit to your Wallet.

If we charge you by mistake, for example a duplicate charge or a billing error on our side, we will correct it. Tell us at contact@comcent.io.

10. Coupons and promotional credit

• Promotional credit from a coupon is held separately from the Wallet and is spent before the Wallet.
• It expires on the date, or after the number of days, shown when you redeem the coupon. Any credit left at expiry is lost.
• It cannot be refunded, transferred to another account or exchanged for cash.
• Each person, Organisation and email address may redeem a public coupon only once. A coupon may have other conditions, such as a limit on the number of redemptions or a first top-up before the credit is released; these are shown with the coupon.
• We may refuse a redemption, or remove Promotional credit, where we reasonably believe it was obtained through abuse, such as multiple accounts or disposable email addresses.

11. Acceptable use

You must not use the Service, or let anyone else use it, to:

• break any law, or anyone’s rights, including privacy, telecom, consumer-protection and do-not-call rules;
• make spam or unsolicited calls or messages, robocalls, or calls to numbers you are not allowed to contact;
• commit or enable toll fraud, or route calls to avoid legitimate call charges, for example by call forwarding or re-routing international calls;
• record or monitor calls without giving the notices, or getting the consent, that the law requires;
• open multiple accounts, or use disposable email addresses, to claim promotional credit again or to avoid limits;
• impersonate anyone, or mislead Callers about who is calling;
• break or test the security of the Service, get into accounts or data that are not yours, or disrupt the Service for others; or
• send malware, or content that is unlawful, abusive, hateful or defamatory.

We may suspend or close an account that breaks these rules, straight away if the breach is serious or puts others at risk. We may also report unlawful activity to the authorities or to the carrier concerned.

12. Call recording and emergency calls

• Call recording. In many places the law requires you to tell the people on a call that it is being recorded, and sometimes to get their consent. You are responsible for knowing and following these rules wherever you and your Callers are, and for giving any notice or getting any consent needed, for example with a recorded announcement. We are not liable for any failure to do so.
• Emergency calls. The Service is not designed to make or handle emergency calls. Do not rely on it to reach emergency services; use a regular phone line or mobile phone instead. We are not liable for any loss arising from using the Service for emergency calls.
• A backup way to reach your customers. Calls over the internet can be affected by things outside any one provider’s control, such as network conditions, carrier issues and device settings. As with any phone service, we recommend keeping a backup way to reach your customers, such as a mobile number, for calls that are critical to your business.

13. Your data

• The Organisation owns its Customer data. We use it only to provide, secure and support the Service, as described in our Privacy Policy.
• For Callers’ and Members’ personal data, the Organisation decides why and how it is processed, and we process it on the Organisation’s behalf. The Organisation is responsible for having a lawful basis for that processing and for telling its Callers and Members about it.
• Call recordings are deleted after your plan’s retention period. Other retention periods are in the Privacy Policy. Keep your own copy of anything you need to keep for longer.

14. Third-party services

The Service works with services we do not control, such as your phone carrier and the payment providers. Your use of them is governed by their own terms, and we are not responsible for their availability or conduct.

15. Suspension and closing an account

• You can close your account at any time by contacting us at contact@comcent.io.
• We may suspend or close an account that breaks these terms, is used for fraud, or that we are required to suspend by law. Where it is reasonable, we will tell you first and give you a chance to fix the problem.
• When an account is closed, access to the Service stops. Section 9 applies to any unused Wallet balance, and the Privacy Policy explains what happens to the data.

16. Intellectual property and open source

• The Comcent name and logo, this website and the hosted Service belong to us or our licensors. These terms give you a limited, non-exclusive, non-transferable right to use the Service while your account is active; they do not give you any other rights in it.
• Parts of Comcent are open source. The open-source code is licensed to you under its own licence, and nothing in these terms limits the rights that licence gives you.
• For the hosted Service, you must not resell or give others access to it (other than your Members), copy or scrape this website or the Service in bulk, remove our notices, or try to access parts of our systems that are not open to you.

17. Feedback

If you send us ideas or feedback, we may use them without any obligation to you.

18. Emails from us

• We send service emails, such as sign-up and security messages, low-balance and renewal notices, and invoices. These are part of the Service and you cannot opt out of them while you have an account.
• We send marketing emails only if you have agreed to receive them, and every marketing email has a way to unsubscribe. You can also opt out at any time by writing to contact@comcent.io.

19. Disclaimers

• We work hard to keep the Service running and secure, but it is provided “as is” and “as available”. To the extent the law allows, we make no promise that it will be uninterrupted, error-free or fit for a particular purpose.
• We design and operate the Service to be reliable, and we monitor it and respond to incidents promptly. However, we do not offer a service level agreement or guarantee any particular level of availability or uptime, unless we have agreed one with you in a separate written agreement signed by us. Any availability figures, status pages or incident updates we publish are for information only and are not a commitment.
• The Service depends on networks and providers outside our control, such as your carrier and internet providers.
• We may carry out planned maintenance, updates and improvements to the Service, and we will try to schedule planned work at quiet times and give notice where reasonably possible. Urgent maintenance, for example to fix a security issue, may happen without notice.
• We are not responsible for calls that are missed, dropped or of reduced quality, or for recordings, transcripts or other output that are delayed, incomplete or not created. If recordings or call data are important to you, download and keep your own copies.
• AI features, such as transcripts, summaries, sentiment and the voice bot, can make mistakes. Check important output before you rely on it.
• Nothing on this website or in the Service is legal, financial or other professional advice.

20. Limitation of liability

To the extent the law allows:

• we are not liable for indirect, incidental, special, consequential or punitive losses, or for loss of profits, revenue, data, goodwill or business opportunity; and
• our total liability to you for all claims arising out of or relating to the Service is limited to the lower of USD 100 and the total amount you paid us in the three months before the event giving rise to the claim.

Any claim relating to the Service must be raised with us in writing within six months of the event giving rise to it; claims raised later are waived.

These limits apply whatever the legal basis of the claim. Nothing in these terms limits liability that cannot be limited by law.

21. Indemnity

You will compensate us for claims, losses and costs (including reasonable legal fees) that arise from your breach of these terms, your breach of the law, or your Customer data, including claims by Callers about recording or consent.

22. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as natural disasters, war, pandemics, government action, power cuts, or failures of internet, telecom or cloud providers.

23. Governing law and disputes

• These terms are governed by the laws of India, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.
• If a dispute arises, both sides will first try to settle it in good faith. If it is not settled within 15 days of the discussion starting (or a longer period both sides agree in writing), either side may refer it to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by both sides. The seat and venue of arbitration is Udupi, Karnataka, India, and the proceedings will be in English. The award is final and binding.
• Subject to arbitration, the courts of Udupi, Karnataka have exclusive jurisdiction, including for urgent or interim relief.

24. Changes to these terms

We may update these terms, for example when the Service, our billing or the law changes. When we make a change that matters, we will tell you by email or in the app, and ask you to accept the new terms in the app before you carry on using it. The effective date at the top shows which version applies. If you do not accept the new terms, you must stop using the Service and may close your account.

25. General

• If any part of these terms cannot be enforced, the rest still applies.
• If we do not enforce a right straight away, we have not given it up.
• You may not transfer your rights or duties under these terms without our written consent. We may transfer ours to a company that takes over the Service.
• These terms, with the Privacy Policy and any order or coupon conditions shown to you, are the whole agreement between us about the Service.
• These terms are an electronic record under the Information Technology Act, 2000 and do not need a physical or digital signature.

26. Contact

Comcent Technologies Private Limited
Aasare, 2-187/B16, Fourth Floor, (301) Prathvi Palace
Behind Maari Gudi, Brahmavara, Karnataka, India - 576213
Email: contact@comcent.io