Terms of Service

1. The service

Neo Dialer is a hosted, multi-tenant calling platform. A subscription gives your organisation a tenant on the platform, seats for your users, and access to the features included in your plan.

Telephony is not bundled by default. The platform is designed around bring-your-own-trunk: you connect a SIP trunk you hold with a carrier of your choice and keep your own per-minute rates and carrier relationship. Where we provide a platform-supplied trunk or phone numbers instead, those are billed separately and the carrier's own terms flow through to you.

2. Accounts and access

• You are responsible for everything done under your users' credentials.
• Each named user needs their own seat. Seats are enforced against your plan limit; sharing a login between people is not permitted.
• You assign roles inside your tenant and are responsible for who you grant admin rights to.
• We recommend enabling multi-factor authentication, which the platform supports for all users.

3. Plans, limits and billing

Plans are billed monthly or annually in advance. Each plan carries limits — seats, concurrent calls, monthly minutes, AI minutes, text-to-speech characters, storage, campaigns and contacts per campaign. Current limits are on the pricing page and always visible inside the platform under Admin → Subscription.

• Reaching a limit triggers your tenant's overage policy — block, allow, or notify. Where overage is allowed, additional usage is charged at the agreed rate.
• Upgrades take effect immediately. Downgrades take effect at the start of the next billing period.
• Fees already paid are non-refundable except where required by law.
• Prices may change with at least 30 days' notice before your next renewal.

4. Your responsibility for the calls you make

This is the part that matters most. You control who is called, when, and what is said. You are solely responsible for complying with the law that applies to those calls, including but not limited to the TCPA and state calling laws in the United States, and equivalent rules elsewhere. In particular you are responsible for:

• Having a lawful basis and, where required, prior express consent to call
• Honouring do-not-call requests and scrubbing against applicable DNC registries
• Calling only within permitted local hours for the number you are dialling
• Presenting accurate caller ID. Deliberately misleading caller ID spoofing is prohibited and will end your account
• Meeting call-recording consent requirements in every jurisdiction involved, including two-party consent states
• Disclosing the use of an artificial or prerecorded voice where the law requires it, when you use an AI voice agent

The platform gives you tools to help — DNC list management, per-campaign calling windows with timezone awareness, compliance templates and automated compliance checks on recorded calls. These are tools, not a compliance guarantee. Configuring them correctly is your responsibility.

5. Acceptable use

You may not use Neo Dialer to:

• Send unlawful, fraudulent, harassing or deceptive calls of any kind
• Impersonate another person or organisation
• Attempt to access another tenant's data, or probe or attack the platform
• Resell or white-label the platform without a white-label agreement in place
• Circumvent plan limits or metering

We monitor SIP traffic for attack patterns and automatically block sources that look like abuse. We may suspend an account immediately where continued use would put the platform, a carrier relationship, or other tenants at risk.

6. Your data

You own your data. We process it to run the service, as described in the Privacy Policy. You can export call history, recordings, transcripts and contacts at any time while your account is active. On termination we delete tenant data on request.

7. Availability and support

We work to keep the platform available continuously and publish no uptime figure we cannot evidence. A contractual uptime commitment with remedies is available as part of an Enterprise or white-label agreement; ask us for it in writing rather than relying on a number on a marketing page.

Planned maintenance is announced to tenant admins in advance. Support is provided by email and in-app for all plans; priority support is included on Enterprise.

8. Third-party services

The platform integrates carriers, AI providers and CRM systems. Their availability and behaviour are outside our control, and using them is subject to their own terms. Where an AI provider is unavailable, calls that depend on it will fail rather than silently degrade.

9. Liability

To the extent permitted by law, neither party is liable for indirect or consequential loss, and our aggregate liability is limited to the fees you paid in the twelve months before the claim. Nothing here limits liability that cannot lawfully be limited.

We are not liable for regulatory penalties arising from calls you chose to make. See section 4.

10. Termination

You can cancel at any time, effective at the end of the current billing period. We may terminate for material breach — including the acceptable-use and calling-compliance sections — with notice, or immediately where the breach is causing active harm. After termination you have 30 days to export your data before deletion.

11. Changes

We will post changes here and update the date above. Material changes are notified to tenant admins at least 30 days before they take effect.

Note

This is the plain-language version of our terms. For a countersigned agreement, an MSA, or a DPA, contact us.