Acceptable use policy

• Have consent or another lawful basis under the Digital Personal Data Protection Act, 2023 for every person you upload or call, and be able to show it.
• Collect contact lists lawfully. Don't use bought, rented or scraped lists unless you can show that each person agreed to be contacted by you.
• Give people a clear way to opt out, and stop calling anyone who asks you to. Kallix agents can honour a do-not-call request during a call; add those numbers to your own suppression list too.
• Don't knowingly call children under 18, except where the law allows it and a parent or lawful guardian has given verifiable consent.

Commercial calls in India are governed by TRAI's Telecom Commercial Communications Customer Preference Regulations, 2018 and the directions issued under them. You must:

• check your numbers against the National Customer Preference Register (NCPR, often called DND) and respect each person's registered preferences, unless the rules allow the call, for example with the consent they require;
• complete the registrations the rules require of businesses that send commercial communications, and use the number series the rules set for promotional calls and for service or transactional calls;
• call only within the hours the rules allow and the time bands people have chosen. Set your campaign calling windows (in IST) to match, and follow stricter hours where your sector requires them;
• act on complaints that operators pass on, and stop the calls that cause them.

Operators can disconnect numbers used for unsolicited commercial calls. If a telecom operator or TRAI asks us to act on your calls, we will.

• Every agent must say it's an AI assistant at the start of the call, and answer honestly if asked.
• Agents may use a name, but must not claim to be a real person.
• Agents must never pretend to be from an organisation you don't represent, such as a bank, a government department, the police, a court, a courier or a telecom operator.
• Offer a way to reach a person, such as a warm transfer, a callback or a contact number, especially when the caller asks for one.

Payment reminders and collection calls must be firm but fair. Agents must not:

• threaten, intimidate or shame people, or use abusive or obscene language;
• make false or misleading claims, such as threats of arrest, legal action you don't intend to take, or a wrong amount due;
• contact a borrower's family, friends, references or employer to put pressure on them, or share details of the debt with them;
• call so often that it amounts to harassment.

Regulated lenders and their agents. If you're a bank, NBFC or other entity regulated by the Reserve Bank of India, or you collect on behalf of one, your calls must follow RBI's Fair Practices Code and its directions on recovery agents. These include not calling borrowers before 8 am or after 7 pm, not harassing or humiliating them, and treating them with dignity. You remain responsible for calls an AI agent makes on your behalf, just as you are for calls your staff or agencies make.

Don't use Kallix to:

• deceive or defraud people, including phishing, fake offers, investment or loan scams, or false claims about products, prices or deadlines;
• ask people for OTPs, PINs, CVVs, passwords or full card numbers;
• promote online money games, betting or gambling that Indian law prohibits, or unlicensed lending, investment or insurance products;
• spread hate speech, threats or sexual content, or any content that exploits children;
• spread false information about elections, health or emergencies;
• run political or election campaign calls without our written approval;
• infringe anyone's intellectual property or privacy;
• do anything else that is illegal where you are or where the person you call is.

Kallix isn't built for emergencies. Don't use it to call emergency numbers such as 112, 100, 101, 102 or 108, or as the only way people can reach you in an emergency.

If a caller says they're in danger or need urgent medical help, your agent should tell them to call 112 and, where you can, transfer them to a person.

• Use voices from the Kallix library, or a voice you have the right to use.
• Don't clone or imitate a real person's voice, including a public figure's, without their explicit written consent. Keep that consent on record and share it with us if we ask.
• Never create audio meant to make people believe a real person said something they didn't.

• Don't run campaigns to people who haven't agreed to hear from you.
• Don't dial random or sequential numbers, or numbers generated by software.
• Keep call volumes, retries and frequency reasonable. We may limit concurrency, or pause campaigns with unusually high complaint or opt-out rates while we look into them.

• Don't try to break or test our security, overload our systems, or get around usage limits or billing.
• Keep API keys secret, and don't share your account with people outside your organisation.
• Don't use the website demo to call a number that isn't yours.
• Don't use Kallix to send malware or spam, on WhatsApp or any other channel.

We may review call details to check that this policy is being followed and, where we have reason to suspect a breach or receive a complaint, the related recordings and transcripts. If we find or reasonably suspect a breach, we may, depending on how serious it is:

• warn you and ask you to fix it;
• pause a campaign, an agent or a phone number;
• suspend or close your account, as our terms of service describe;
• report the matter to telecom operators, regulators or law enforcement, where the law requires it or people are at risk.

Where we can, we'll tell you first and give you a chance to fix the problem. You're responsible for any fines, penalties or claims that result from your calls.

If you got a call from an agent built on Kallix that broke these rules, tell us at support@kallix.in. Include the number that called you, the date and time of the call, and what happened. We'll look into it, act under this policy and, where it helps, pass your report to the business that made the call.

You can also:

• ask not to be called again, during the call itself;
• set your preferences or complain about unwanted commercial calls through your mobile operator, by calling or texting 1909 or using the TRAI DND app;
• raise a privacy concern with our grievance officer at privacy@kallix.in.