1. Acceptance of Terms
These Terms and Conditions (“Terms”) constitute a legally binding agreement between PuzzleAI Technologies Private Limited (“PuzzleAI,” “we,” “us,” or “our”) and you, the individual or entity accessing or using the Puzzle Voice platform and related services (collectively, “Services”).
By creating an account, clicking “I agree,” or otherwise accessing the Services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference. If you are accepting on behalf of a company or other legal entity, you represent that you have the authority to bind that entity.
2. Company Information
PuzzleAI Technologies Private Limited is incorporated under the Companies Act, 2013, and registered with the Registrar of Companies in India. Our platform, Puzzle Voice, is a product of PuzzleAI Technologies Private Limited.
- Registered name: PuzzleAI Technologies Private Limited
- Country of incorporation: India
- Contact email: legal@puzzleai.in
3. Description of Services
Puzzle Voice is a cloud-based voice AI platform that enables businesses (“Customers”) to:
- Deploy automated voice agents that handle inbound and outbound telephone calls via PSTN, SIP, or WebRTC
- Use large language model (LLM) orchestration, automatic speech recognition (ASR), and text-to-speech (TTS) pipelines to conduct natural-language conversations
- Integrate voice agents with CRM, helpdesk, calendar, and analytics tools
- Monitor call transcripts, intent labels, and performance metrics in a web dashboard
- Customize voice, language, call flows, escalation paths, and compliance disclosures
We reserve the right to modify, suspend, or discontinue any feature of the Services with reasonable prior notice (except in emergencies where immediate action is required for security or legal reasons).
4. Accounts & Access
4.1 Registration
You must provide accurate, complete, and current information when registering. You agree to update your information promptly if it changes.
4.2 Security
You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us immediately at security@puzzleai.in if you suspect unauthorized access.
4.3 Eligibility
You must be at least 18 years of age and legally capable of entering into binding contracts to use the Services. The Services are intended for business use only and are not directed at individual consumers for personal use.
4.4 Account Sharing
You may not share your account credentials with third parties outside your organization. Additional seats or API keys must be provisioned through your account dashboard.
5. Subscriptions & Payments
5.1 Plans
Puzzle Voice is offered on subscription plans (Starter, Growth, Enterprise) with a per-minute usage component. Current pricing is published on our website and may be updated with 30 days’ written notice.
5.2 Billing
Subscription fees are billed in advance on a monthly or annual cycle. Usage-based charges are billed in arrears at the end of each billing period. All fees are exclusive of applicable taxes (GST, VAT, or similar) which will be added to your invoice.
5.3 Payment
Payments are processed by our third-party payment provider. By providing payment information, you authorize us to charge the applicable fees. Failed payments may result in service suspension after a 7-day cure period.
5.4 Refunds
All fees are non-refundable except where required by applicable law or as expressly stated in an order form. If we materially reduce core functionality, you may terminate your subscription and request a pro-rated refund for the unused period.
5.5 Free Trials
If you begin with a free trial, it will automatically convert to a paid subscription at the end of the trial period unless you cancel before then. We will notify you at least 48 hours before the trial ends.
6. Acceptable Use
You agree to use the Services only for lawful business purposes and in compliance with:
- All applicable telecommunications laws, including those governing robocalling, auto-dialers, and consent requirements (e.g., TRAI regulations in India, TCPA in the United States)
- Consumer protection and anti-spam laws in each jurisdiction where your voice agents operate
- Recording consent laws — you must play required disclosures before recording any call
- Data protection laws applicable to your end-users (including GDPR, DPDP Act 2023, CCPA as applicable)
- Financial services, healthcare, or other regulated-industry rules that apply to your organization
You are solely responsible for obtaining all required consents from your end-users before routing their calls through the platform.
7. Prohibited Uses
You must not use the Services to:
- Impersonate a person or entity, or make a voice agent represent itself as a human when directly asked
- Conduct unauthorized telemarketing, spam calls, or calls to numbers on do-not-call registries
- Engage in fraud, phishing, social engineering, or any deceptive practice
- Harass, threaten, defame, or harm any individual
- Generate, transmit, or facilitate illegal, hateful, sexually explicit, or violent content
- Attempt to reverse-engineer, decompile, or create derivative works of the platform or underlying AI models
- Use the platform to train competing AI models or to extract model weights, embeddings, or system prompts without our written consent
- Circumvent or probe security controls, rate limits, or access restrictions
- Sublicense, resell, or commercially exploit the Services without a written reseller agreement with PuzzleAI
- Use the Services in any way that violates applicable laws or regulations
Violation of this section may result in immediate suspension or termination of your account.
8. Intellectual Property
8.1 PuzzleAI IP
The Puzzle Voice platform, software, models, APIs, documentation, trademarks, logos, and all related materials are the exclusive intellectual property of PuzzleAI Technologies Private Limited. These Terms grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Services solely as described herein.
8.2 Customer IP
You retain all ownership rights to content you upload, including call scripts, knowledge bases, and prompt templates (“Customer Content”). You grant PuzzleAI a limited, worldwide, royalty-free license to use Customer Content solely to provide the Services.
8.3 Feedback
If you provide feedback, suggestions, or ideas about the Services, you grant us an irrevocable, perpetual, royalty-free right to use that feedback for any purpose without obligation to you.
9. Customer Data
“Customer Data” means all data (including personal data) that you or your end-users submit to the Services. You retain ownership of Customer Data. You represent and warrant that you have all rights necessary to submit Customer Data to the platform and to authorize us to process it as described in these Terms and our Privacy Policy.
We process Customer Data only on your behalf and in accordance with your instructions. We will not access Customer Data except: (a) to provide the Services; (b) to prevent or address service or technical issues; (c) as required by law; or (d) with your consent.
Enterprise customers may execute a separate Data Processing Addendum (DPA) for GDPR or other regulatory compliance. Contact legal@puzzleai.in to request a DPA.
10. Confidentiality
Each party (“Receiving Party”) agrees to keep confidential all non-public information disclosed by the other party (“Disclosing Party”) that is designated as confidential or that a reasonable person would recognize as confidential given the nature of the information and the context of disclosure (“Confidential Information”).
Confidential Information excludes information that:
- Is or becomes publicly available through no fault of the Receiving Party
- Was already known to the Receiving Party without restriction
- Is independently developed by the Receiving Party without use of Confidential Information
- Is required to be disclosed by law or court order (with prompt notice to the Disclosing Party)
The Receiving Party will use Confidential Information only to exercise its rights and fulfill its obligations under these Terms, and will protect it with at least the same care it uses for its own confidential information, but no less than reasonable care.
11. Disclaimer of Warranties
THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
WE DO NOT WARRANT THAT: (A) THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE; (B) ANY DEFECTS OR ERRORS WILL BE CORRECTED; (C) THE SERVICES WILL MEET YOUR SPECIFIC REQUIREMENTS; OR (D) ANY AI-GENERATED CONTENT WILL BE ACCURATE, COMPLETE, OR FREE FROM BIAS.
Voice AI systems can make errors. You are responsible for supervising automated conversations and implementing human-review or escalation paths in regulated or high-stakes use cases (e.g., medical advice, financial decisions, legal guidance).
12. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL PUZZLEAI, ITS DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITIES, ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
OUR TOTAL CUMULATIVE LIABILITY TO YOU FOR ANY CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES WILL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES YOU PAID TO US IN THE 12 MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) INR 10,000 (TEN THOUSAND RUPEES).
Some jurisdictions do not allow the exclusion or limitation of certain damages, so the above limitations may not apply to you to the extent prohibited by law.
13. Indemnification
You agree to indemnify, defend, and hold harmless PuzzleAI Technologies Private Limited and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to:
- Your use of the Services in violation of these Terms
- Your violation of any applicable law or regulation
- Your failure to obtain required consents from end-users (including recording consents)
- Any Customer Data you submit to the platform
- Any claim by a third party arising from your voice agent deployments
14. Term & Termination
14.1 Term
These Terms commence when you first accept them and continue until terminated in accordance with this section.
14.2 Termination by You
You may cancel your subscription at any time through the dashboard or by contacting support. Cancellation takes effect at the end of the current billing period.
14.3 Termination by PuzzleAI
We may suspend or terminate your account immediately if you:
- Breach these Terms and fail to cure within 7 days of written notice
- Violate the Prohibited Uses section
- Fail to pay fees after a 7-day cure period
- Become subject to insolvency proceedings
We may also terminate the Services entirely with 30 days’ notice if we decide to discontinue the product.
14.4 Effect of Termination
Upon termination, your right to access the Services ceases immediately. We will make Customer Data available for export for 30 days post-termination, after which it will be deleted per our retention policy. Sections 8 (IP), 10 (Confidentiality), 11 (Warranties), 12 (Liability), 13 (Indemnification), 15 (Governing Law), and 16 (Disputes) survive termination.
15. Governing Law
These Terms are governed by and construed in accordance with the laws of India, without regard to its conflict-of-law provisions. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
16. Dispute Resolution
16.1 Informal Resolution
Before initiating formal proceedings, you agree to contact us at legal@puzzleai.in and attempt in good faith to resolve the dispute informally for a period of 30 days.
16.2 Arbitration
If the dispute cannot be resolved informally, it shall be submitted to binding arbitration under the Arbitration and Conciliation Act, 1996 (India). The seat and venue of arbitration shall be Bengaluru, Karnataka, India. The language of arbitration shall be English. The arbitration shall be conducted by a sole arbitrator mutually agreed upon by the parties.
16.3 Exceptions
Either party may seek emergency injunctive relief from a court of competent jurisdiction to prevent irreparable harm pending arbitration. For disputes involving intellectual property infringement, either party may bring claims in competent courts.
16.4 Jurisdiction
Subject to the arbitration clause above, the courts located in Bengaluru, Karnataka, India shall have exclusive jurisdiction over any matter not subject to arbitration.
17. General Provisions
- Entire agreement: These Terms, together with the Privacy Policy and any executed order forms or DPAs, constitute the entire agreement between you and PuzzleAI and supersede all prior agreements relating to the Services.
- Amendments: We may update these Terms at any time. For material changes we will notify you by email or in-product notice at least 14 days in advance. Continued use after the effective date constitutes acceptance.
- Severability: If any provision is found unenforceable, it will be modified to the minimum extent necessary, and the remaining provisions will continue in full force.
- Waiver: Failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it later.
- Assignment: You may not assign these Terms without our prior written consent. We may assign our rights in connection with a merger, acquisition, or sale of substantially all of our assets.
- Force majeure: Neither party is liable for delays or failures caused by circumstances beyond their reasonable control (e.g., natural disasters, government actions, internet outages).
- No third-party beneficiaries: These Terms do not create any third-party beneficiary rights.
- Language: The controlling version of these Terms is the English version. Any translations are provided for convenience only.
18. Contact
For questions about these Terms, please contact us:
- Email: legal@puzzleai.in
- Mailing address: PuzzleAI Technologies Private Limited, [Registered Office Address], India
We will respond to legal inquiries within 14 business days.