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.

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. 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.

3. Your account

You're responsible for:

• Keeping your login credentials secure.
• Anything done on your account, including by your AI agent.
• 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.

4. 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 in jurisdictions where one-party consent isn't legal, without taking other steps to comply.
• 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.

5. Phone numbers

Numbers we provision are leased to you for the duration of your subscription. When the subscription ends, the number is returned to the carrier pool after a short reclamation window. Number portability in and out is supported on paid plans.

6. Payment

• Plans are billed monthly or annually in advance. Usage overages are billed in arrears.
• Refunds are pro-rated for annual plans cancelled within the first 30 days. After that, plans run to the end of the billing period.
• Taxes are your responsibility unless we are legally required to collect them.
• Failed payments mean we'll pause outgoing calls after 7 days and suspend the account after 21. Inbound calls keep being answered for 7 days so you don't miss anything critical while resolving billing.

7. Uptime and SLA

We target 99.9% monthly uptime for inbound call answering. The dashboard targets 99.5%. SLA credits apply to paid plans per the SLA schedule in your order form. Beta features are not covered by the SLA.

8. Your content

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

9. Intellectual property

Diala, the wordmark, the model prompts we author, and the platform code are ours. You don't get a license to them beyond using the service.

10. 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.

11. 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.

12. Indemnity

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

13. Termination

Either of us can end the agreement at any time. On termination we'll give you 30 days to export your data; after that we delete it per our retention schedule.

14. Governing law

These Terms are governed by the laws of the State of Delaware, USA, without regard to conflicts-of-law principles. Disputes go to the state or federal courts located in Wilmington, Delaware. If you're a consumer in a jurisdiction with stronger protections (e.g. the EU), those apply to you too.

15. Changes

We'll email account owners at least 30 days before material changes take effect. Continued use after the effective date constitutes acceptance.

16. Contact

Legal notices and questions: legal@diala.ai.