Terms of Use

These Terms of Use ("Terms") govern your access to and use of the SonexLabs platform, including all services, APIs, dashboards, voice AI systems, and integrations made available by SonexLabs ("we", "our", or "us"). By creating an account or using any part of the platform, you agree to these Terms in full. If you do not agree, you must not use the platform.

1. Eligibility and Account Registration

You must be at least 18 years old and have the legal authority to enter into these Terms on behalf of yourself or your organisation. By using the platform, you confirm that you meet this requirement.

You are responsible for the security of your account credentials. All activity that occurs under your account is your responsibility. Notify us immediately at support@sonexlabs.com if you suspect any unauthorised access.

2. Use of Generative AI and Automated Voice Systems

SonexLabs provides AI-powered voice agent technology that uses speech synthesis, speech recognition, and large language model (LLM) inference to conduct automated phone conversations. By using the platform, you acknowledge and agree to the following:

• AI Disclosure: Where required by applicable law, including the EU AI Act, the US Telephone Consumer Protection Act (TCPA), and equivalent local regulations, you must disclose to call recipients that they are interacting with an AI system. You are solely responsible for designing your agents to comply with disclosure requirements in the regions where you operate.
• AI Output Accuracy: SonexLabs does not guarantee that AI-generated outputs will be accurate, complete, or appropriate for any specific purpose. You are responsible for reviewing agent scripts, testing agent behaviour before deployment, and supervising live campaigns.
• No Training on Customer Data: SonexLabs does not use your call content, scripts, or personal data to train or improve our AI models without your explicit written consent.
• Human Oversight: For use cases involving consequential decisions about individuals, such as credit assessments, medical triage, or employment screening, you must implement appropriate human oversight processes. SonexLabs provides infrastructure; it does not replace professional or regulatory judgment.
• Prohibited AI Use: You must not use the platform to conduct real-time biometric identification, social scoring, deceptive manipulation, or any activity prohibited under the EU AI Act, applicable consumer protection law, or regional AI regulations.

3. Acceptable Use

You are solely responsible for ensuring all use of the platform complies with applicable law in every jurisdiction where you operate. This includes, without limitation:

• Obtaining all required prior consents from call recipients before initiating contact;
• Complying with telemarketing and do-not-call regulations, including TCPA (United States), PECR (United Kingdom), TRAI regulations (India), and applicable EU electronic communications rules;
• Adhering to sector-specific regulations for collections, healthcare, and financial services (including RBI guidelines and HIPAA where applicable);
• Ensuring your messaging content is accurate, lawful, and not misleading;
• Maintaining and honouring any opt-out or suppression lists required by law.

SonexLabs may suspend or terminate access for any account found to be in breach of this section, without prior notice and at our sole discretion.

4. Prohibited Activities

You must not use the platform to:

• Conduct spam calls, unsolicited marketing, or fraudulent communications;
• Impersonate any individual, business, or public authority;
• Distribute malware, engage in phishing, or attempt to social engineer call recipients;
• Reverse engineer, decompile, or attempt to extract source code or AI model weights from any part of the platform;
• Resell or sublicence access to the platform without a written agreement with SonexLabs;
• Circumvent rate limits, spend controls, billing mechanisms, or access controls;
• Use the platform in any way that violates the rights of third parties, including privacy rights and intellectual property rights.

5. Wallet Credits, Billing, and Refund Policy

Platform usage is billed on a prepaid basis through a wallet credit system. You add credits to your account and they are deducted against actual platform usage at the published per-minute rate.

Non-refundable credits: All wallet credit purchases are final and non-refundable once processed. Credits represent a pre-purchase of platform services and have no cash value outside the platform. They cannot be transferred between accounts.

Exceptions: SonexLabs may, at its sole discretion, offer credits or partial refunds in the following circumstances:

• Duplicate charges caused by a confirmed platform error;
• Documented service outages attributable to SonexLabs that resulted in loss of purchased credits;
• Cases where consumer protection law in your jurisdiction requires a remedy.

To raise a billing dispute, contact support@sonexlabs.com within 30 days of the charge. Include your account ID, the charge date, and a description of the issue. We will review and respond within 10 business days.

SonexLabs reserves the right to modify pricing with 14 days written notice. Continued use after a pricing change takes effect constitutes acceptance of the new rates.

6. Intellectual Property

All intellectual property in the platform, including but not limited to voice AI systems, speech synthesis and recognition technology, software, interfaces, and documentation, is the exclusive property of SonexLabs. These Terms grant you a limited, non-exclusive, revocable, non-transferable licence to use the platform in accordance with these Terms. No ownership rights are transferred.

You retain ownership of content, call scripts, and configurations you create on the platform. By using the platform, you grant SonexLabs a limited licence to process this content solely to provide the service.

7. Data Processing and Privacy

Your use of the platform is subject to our Privacy Policy. Where SonexLabs processes personal data on your behalf in connection with calls you initiate, we act as a data processor. You are the data controller and are responsible for having a lawful basis for processing and for obtaining all required consents from your end users.

For enterprise customers requiring a Data Processing Agreement (DPA), please contact support@sonexlabs.com.

8. Service Availability

SonexLabs targets 99.9% platform uptime. We do not guarantee uninterrupted availability and accept no liability for downtime caused by events outside our reasonable control, including third-party infrastructure failures, force majeure events, or scheduled maintenance windows communicated in advance.

9. Disclaimers

The platform is provided "as is" and "as available". SonexLabs makes no warranty, express or implied, regarding fitness for a particular purpose, non-infringement, or that the platform will meet your specific business requirements. AI-generated call outputs are not professional, legal, medical, or financial advice.

10. Limitation of Liability

To the maximum extent permitted by applicable law, SonexLabs will not be liable for any indirect, consequential, incidental, or punitive damages arising from your use of the platform. Our total aggregate liability to you for direct damages will not exceed the total amount you paid to SonexLabs in the three calendar months immediately preceding the event giving rise to your claim.

11. Indemnification

You agree to indemnify and hold harmless SonexLabs, its officers, employees, and affiliates against any claims, losses, liabilities, and expenses (including legal fees) arising from your use of the platform, your violation of these Terms, or your violation of any third-party rights including applicable communications and data protection law.

12. Termination

Either party may terminate access to the platform at any time. SonexLabs may suspend or terminate your account immediately if you breach these Terms, engage in prohibited activities, or if we are required to do so by law. Upon termination, your access ceases immediately. Unused wallet credits at the time of termination are forfeited unless otherwise required by applicable consumer protection law in your jurisdiction.

13. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated by email or through a notice in the platform at least 14 days before taking effect. Continued use of the platform after the effective date constitutes your acceptance of the updated Terms.

14. Governing Law and Disputes

These Terms are governed by applicable law. For enterprise customers subject to a separate order form or master services agreement, the governing law provisions of that agreement will prevail. Any dispute arising under these Terms shall be resolved through good faith negotiation in the first instance. If unresolved within 30 days, disputes may be referred to mediation or the competent courts of the relevant jurisdiction.

15. Contact

For legal enquiries, compliance questions, or billing disputes, contact: support@sonexlabs.com