The Rules Of The Road.

The short version — use Diala for honest purposes, don't abuse the phone network, pay your bill, and we'll keep the line up. Everything below is the longer version of those four rules.

Last updated: 20 July 2026

Contents

1. The agreement
2. Eligibility
3. The service
4. Your account
5. Acceptable use
6. Phone numbers
7. Emergency services
8. AI outputs
9. Payment
10. Uptime and SLA
11. Beta features
12. Your content
13. Data protection
14. Intellectual property
15. Feedback
16. Publicity
17. Third-party services
18. Warranties
19. Liability
20. Indemnity
21. Suspension and termination
22. Governing law
23. General
24. Changes
25. Contact

1. The agreement

By creating an account or using Diala you agree to these Terms and to our Privacy Policy. If you're using Diala on behalf of an organization, you confirm you have the authority to bind that organization.

2. Eligibility

To use Diala you must be at least 18 years old, capable of forming a binding contract, and not barred from receiving software or telecom services under the laws of your jurisdiction (including US, UK, or EU sanctions lists). If we've previously terminated your account for cause, you may not sign up again without our written consent.

3. The service

Diala provides:

• A phone number provisioned to your account.
• An AI voice agent that answers calls on your behalf.
• A dashboard and mobile app to review and configure those calls.

We may add, change, or remove features. We'll give you at least 30 days' notice before removing anything you're actively using.

4. Your account

You're responsible for:

• Keeping your login credentials secure.
• The outputs and actions of any AI voice agent configured on your account, including calls it answers or places.
• Telling us promptly if you suspect unauthorized access.

We can suspend or close accounts that violate these Terms or applicable law. We try hard not to act without warning, but for severe abuse we will.

5. Acceptable use

You may not use Diala to:

• Place or receive calls in violation of the TCPA, the UK PECR, or any other applicable telecom law.
• Run robocalling campaigns, political spam, or unsolicited sales calls.
• Impersonate another person or entity. The "this is an AI assistant" disclosure must remain in the agent's first sentence.
• Record calls without complying with applicable recording-consent laws. You are solely responsible for providing any required consent notifications in every jurisdiction a caller may be in.
• Distribute malware, phishing, harassment, threats, or content exploiting minors.
• Reverse engineer, scrape, or rate-limit-evade the platform.

If you're not sure whether your use case is OK, ask us first: support@diala.ai.

6. Phone numbers

Numbers we provision are leased to you for as long as your account is active and in good standing. If you close the account, the number is returned to the carrier pool after a short reclamation window. Number portability in and out is supported.

7. Emergency services

Diala does not support emergency calls. The AI voice agent is not a replacement for traditional telephone service and cannot dial 911, 999, 112, or any other emergency number. If a call to your Diala number requires urgent assistance, the caller must use a native mobile or landline connection to reach emergency services directly. You are responsible for making sure people who might rely on your line understand this limitation.

8. AI outputs

Diala uses large language models and generated speech to answer calls. Model outputs may be inaccurate, incomplete, or unexpected, and can vary between calls even for the same inputs. You should not rely on the AI agent for medical, legal, financial, safety, or other high-stakes decisions without human review. You are responsible for reviewing the transcripts and summaries the platform produces, and for the downstream consequences of the agent's outputs.

You own the prompts, instructions, and configuration you enter into your agent. We own the underlying platform, base prompts, and model routing logic (see §14).

9. Payment

Diala is pay-as-you-go. There is no subscription, no plan, and no recurring charge.

• Credits. You buy credits up front as a one-time card payment. Credits never expire.
• Usage. Each call debits your balance at the published per-minute rate for the model and voice that assistant is configured to use, charged for the seconds the call actually ran. The current rates are on the Pricing page.
• Running out. When your balance reaches zero we stop answering new calls until you top up. We never bill you for more than you've bought, so there are no overages and no invoices in arrears.
• Refunds. Unused credits are non-refundable. There's no contract to cancel — simply stop buying credits.
• Taxes are your responsibility unless we are legally required to collect them.

10. Uptime and SLA

We target 99.9% monthly uptime for inbound call answering. The dashboard targets 99.5%. Contractual SLA credits are available on Enterprise agreements, per the SLA schedule in your order form. Beta features are not covered by the SLA.

11. Beta features

We sometimes label features as "beta," "preview," "labs," or "experimental" in the dashboard, in release notes, or in this documentation. Those features are provided as-is, may change or disappear without notice, are excluded from the SLA in §10, and may have different privacy or retention behavior than the general service. Use them at your discretion.

12. Your content

You own your account data, contacts, and transcripts. You grant us a limited license to process them solely to provide the service. We do not train foundation models on them. See Privacy for the full mechanics.

13. Data protection

If your use of Diala involves processing personal data of individuals in the EEA, UK, California, or another jurisdiction with a comparable data protection regime, our Data Processing Addendum applies and is incorporated into these Terms by reference. Request a countersigned copy at legal@diala.ai. Our list of sub-processors (including carrier, model, and infrastructure providers) is available on request and is updated when we add or replace one.

14. Intellectual property

Diala, the wordmark, the model prompts we author, our routing and metering logic, and the platform code are ours. You don't get a license to them beyond using the service. Nothing in these Terms transfers ownership of our intellectual property to you.

15. Feedback

If you send us suggestions, ideas, or bug reports, we can use them for any purpose without restriction or compensation. Feedback is non-confidential unless we've signed a separate agreement saying otherwise.

16. Publicity

Once your account is active and in good standing, we may list your organization name and logo as a Diala customer on our website and in sales materials. Email legal@diala.ai to opt out and we'll stop within 30 days.

17. Third-party services

Diala relies on third parties — telecom carriers, model providers, cloud infrastructure, payment processors, and analytics — to operate. Their outages, policy changes, or discontinued products may affect the service. When that happens we will do what we can to restore or replace, but a third-party disruption is not by itself a breach of these Terms.

18. Warranties

The service is provided "as is." We don't promise it'll be uninterrupted or error-free, only that we'll work hard to keep it up. Statutory warranties that can't be disclaimed remain in force.

19. Liability

To the maximum extent permitted by law, our aggregate liability for any claim arising out of the service is capped at the fees you paid us in the 12 months preceding the claim. We're not liable for indirect or consequential losses. This cap doesn't apply to gross negligence or intentional misconduct.

20. Indemnity

You'll defend and indemnify us against third-party claims arising from your misuse of the service or violation of these Terms.

21. Suspension and termination

Either of us can end the agreement at any time on written notice. We can also suspend your account without notice if we reasonably believe you have breached §5 (Acceptable use), if we're required to by law, or if your continued use poses a security or telecom-abuse risk to the platform or to other users.

On termination or suspension:

• We'll give you 30 days to export your data. After that we delete it per our retention schedule.
• Any fees or usage already accrued remain payable.
• Sections that by their nature should survive termination — Acceptable use, AI outputs, Your content, Intellectual property, Feedback, Warranties, Liability, Indemnity, Governing law, and General — do survive.

22. Governing law

These Terms are governed by the laws of India, without regard to conflicts-of-law principles. The courts at Bengaluru, Karnataka, India have exclusive jurisdiction over any dispute arising from or relating to these Terms or your use of Diala.

If you are a consumer resident in a jurisdiction whose local law grants you protections that cannot be waived by contract — for example, the Australian Consumer Law, the EU Consumer Rights Directive, or the UK Consumer Rights Act — those protections apply to you in addition to these Terms, and nothing in these Terms limits them.

23. General

• Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control — carrier outages, model-provider downtime, natural disasters, war, labour disputes, government action, or comparable events.
• Assignment. You may not assign these Terms without our written consent, except to a successor in a merger, acquisition, or sale of substantially all of your assets. We may assign these Terms to an affiliate or in connection with such a transaction on notice to you.
• Notices. Legal notices to Diala must be sent to legal@diala.ai; email delivery is valid service. We'll send legal notices to the account-owner email on file.
• Export controls and sanctions. You confirm you are not located in, and will not use Diala from, a country or region subject to comprehensive sanctions imposed by India, the United Nations, the United States, the United Kingdom, the European Union, or Australia, and that you are not on any government-restricted-party list maintained by those authorities. You will comply with all applicable export-control and sanctions laws in your use of the service.
• Independent parties. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship.
• Entire agreement. These Terms, together with the Privacy Policy, DPA (if applicable), SLA (if applicable), and any signed order form, are the entire agreement between us on this subject and supersede prior discussions.
• Severability. If any part of these Terms is held unenforceable, the rest remains in effect.
• No waiver. A failure to enforce a right isn't a waiver of that right.

24. Changes

We'll email account owners at least 30 days before material changes take effect. Continued use after the effective date constitutes acceptance. Non-material changes (typos, clarifications, updated links) can take effect immediately; the "Last updated" date at the top of this page reflects the most recent revision.

25. Contact

Legal notices and questions: legal@diala.ai.