Terms of Service
Last updated: 24 September 2026
These terms govern your use of Dhwani, an AI telephone receptionist service provided by AppexWeb, Gandhinagar, Gujarat. By subscribing, you agree to them.
1. The service
Dhwani answers telephone calls to a number you control, responds to callers using information you supply, books appointments where configured, and delivers recordings, transcripts and lead summaries to you. The exact scope of your subscription is set out in the quotation you accept.
2. Setup
The one-time setup fee covers discovery, building your agent, telecom and DLT registration assistance, testing, and go-live. It is payable in advance and is non-refundable once setup work has begun, because the work is performed specifically for your business.
Setup typically completes within five working days of receiving everything we need from you. Telecom KYC approval is controlled by the telecom provider and may extend this timeline. We are not liable for delays caused by third-party verification.
3. Subscription, minutes and billing
- The monthly fee is payable in advance and renews automatically every 30 days.
- Your plan includes a stated number of answered minutes each month, across phone and messaging calls.
- Each call is rounded up to the next full minute. Unanswered calls and ringing time are not charged.
- Unused minutes do not carry forward.
- Minutes used beyond your included allowance are billed at the overage rate in your quotation, invoiced monthly in arrears.
- All fees are exclusive of GST, which is charged at the applicable rate.
4. Telecom and third-party charges
Your telephone number, call credits and messaging charges are billed to you directly by your telecom provider and by Meta, in accounts held in your business name. These are separate from our fees and are not marked up by us. You are responsible for maintaining sufficient balance in those accounts; if they run out, your agent will stop taking calls.
5. Your responsibilities
- Provide accurate, current information for your agent, including prices. You are responsible for the accuracy of anything the agent tells your customers from information you supplied.
- Notify us promptly when prices, timings or services change.
- Maintain the telecom and messaging accounts in your name, including KYC and DLT registration.
- Comply with all applicable telecom regulations, including TRAI rules on commercial communication, consent, DND scrubbing, permitted calling hours and frequency limits.
- Obtain any consent required to call, record or message your customers.
- Keep your login credentials secure.
6. Acceptable use
You may not use Dhwani to:
- Make promotional calls to purchased, scraped or otherwise unconsented contact lists
- Call numbers registered on the Do Not Disturb registry without a valid registered consent
- Call outside permitted hours or beyond permitted frequency limits
- Impersonate another business or person, or conceal that the caller is an automated assistant
- Engage in fraud, harassment, or any unlawful activity
- Collect sensitive personal data, including financial account details, through the agent
We may suspend the service immediately, without refund, if we reasonably believe it is being used in breach of this clause. We will tell you why.
7. What the service is and is not
Dhwani is an automated assistant. It answers from the information you provide and is designed to escalate to a human when it cannot answer. It is not a substitute for professional advice, and it must not be configured to provide medical, legal or financial advice.
We do not warrant that the service will be uninterrupted or error-free, or that every response will be accurate. Telecom networks, speech recognition and language models are not perfect. You should review call transcripts regularly, particularly in the first weeks.
8. Availability and support
We aim for high availability but do not offer a guaranteed uptime commitment on standard plans. The service depends on third-party telecom and AI providers whose availability is outside our control.
Support is provided on WhatsApp and email, Monday to Saturday, 10 AM to 7 PM IST, excluding public holidays.
9. Intellectual property
The Dhwani platform, software and branding remain our property. The content you supply your price list, business information and customer data remains yours. Recordings and transcripts of calls to your number belong to you, and we will export them to you on request.
10. Confidentiality
Each party will keep the other’s confidential information confidential and use it only to perform these terms.
11. Limitation of liability
To the maximum extent permitted by law, our total liability arising out of or relating to the service in any 12-month period is limited to the fees you paid us in the preceding three months.
We are not liable for indirect or consequential loss, including lost profits, lost business, lost customers or reputational harm, whether arising from a missed call, an inaccurate response, a service interruption, or a third-party provider failure.
Nothing in these terms excludes liability that cannot be excluded under Indian law.
12. Indemnity
You will indemnify us against claims, penalties and costs arising from your breach of clause 5 or clause 6, including any regulatory penalty imposed in connection with calls made using your account.
13. Suspension for non-payment
If an invoice is unpaid for 7 days we may suspend the service after giving notice. Accounts suspended for 30 days may be terminated and the configuration deleted.
14. Cancellation
Either party may cancel with 30 days’ written notice, effective at the end of the current billing period. On cancellation we will export your recordings, transcripts and agent configuration on request. Your telephone number remains yours, in your telecom account.
15. Changes to these terms
We may amend these terms with 30 days’ notice to active subscribers. If you do not accept a change, you may cancel before it takes effect.
16. Governing law
These terms are governed by the laws of India. The courts at Gandhinagar, Gujarat have exclusive jurisdiction.
Contact us
For any question about this policy, or to exercise any right described above:
AppexWeb
Gandhinagar, Gujarat, India
Email: [email protected]
Phone: +91 XXXXX XXXXX