Terms of Service

1. The parties

These Terms are a binding agreement between TRAJECT AI ("Traject AI", "we", "us"), a business based in India, and you— the individual or legal entity using the Platform on behalf of a business (the "Tenant", "you", "your").

If you accept these Terms on behalf of an organisation, you represent that you have authority to bind that organisation. If you do not have that authority, do not use the Platform.

2. The service

Traject AI provides a platform where you can configure, deploy, and operate AI agents that respond to your customers through WhatsApp, web chat, and (on selected plans) voice calls. Core capabilities include FAQ answering, appointment / table / room bookings, lead capture, and integrations with Google Calendar, Cal.com, Calendly, and email.

The Platform is provided as a software-as-a-service offering. We may update, enhance, or modify features from time to time. Material changes that reduce functionality will be communicated in advance.

3. Eligibility

You must be at least 18 years old and legally capable of entering into a contract. The Platform is designed for businesses; it is not a consumer service and we do not knowingly serve personal, household use cases.

4. Account and security

• You sign in with a Google account via Firebase Authentication. Keep your credentials secure — you are responsible for all activity under your account.
• Notify us immediately of any unauthorised access to your account.
• We may require additional verification for sensitive actions (such as adding payment details or initiating a refund).

5. Plans, allowances, and billing

5.1 Agents and tiers

The Platform is sold as a marketplace of AI agents. You hire one or more agents, each on its own monthly subscription tier. Current agents and tiers are published at /pricing and form part of these Terms. The summary below is provided for convenience; the live tier matrix at /pricing is authoritative if it differs from this table.

ReVel (Receptionist Agent) — answers FAQs from your knowledge base, books appointments / tables / rooms / events, and captures leads on WhatsApp + web chat.

VelCRM (CRM Agent) — auto-qualifies inbound leads, scores them on a deterministic 5-category model, generates quotes from your service catalog, and runs automated WhatsApp + email follow-ups.

A "conversation" is a set of related turns within a rolling 4-hour session with a single end customer. A "voice minute" is a minute of time your agent spends on an active voice call (ReVel only; VelCRM is text + email).

5.2 Overage and spend caps

Beyond the bundled allowance, usage is billed as pay-as-you-go at the rates published at /pricing. Every paid agent has a hard monthly spend cap that you control from the dashboard; defaults are US$5/day on the trial and US$50/day on paid tiers. Once the cap is reached, new AI actions are blocked for the remainder of the billing day or until you raise the cap. Spend caps exist for your protection and cannot be disabled.

5.3 Payment and taxes

• Subscriptions are billed monthly in advance via Razorpay. International billing via additional providers may be added in future; if so, this section will be updated.
• INR prices are inclusive of 18% GST. USD prices are exclusive of applicable taxes (GST, VAT, sales tax); these will be added where required by law.
• If a payment fails, we will retry for up to 7 days. If payment still fails, the account is paused (read-only) until payment is made.

5.4 Free trial

New tenants are entitled to one lifetime free trial per Google account: 14 days, capped at 20 text conversations, on a Starter instance of the agent of your choice. Voice messaging is disabled during the trial. No credit card is required. At signup you pick which agent (ReVel or VelCRM today; future agents as the marketplace grows) gets the trial bootstrap.

The trial is one-time. If you delete your tenant and sign up again with the same Google account, you go directly to a paid plan — the trial is not granted a second time. This is enforced via a lifetime ledger keyed on your Google account; the ledger is retained even after tenant deletion for the sole purpose of preventing trial re-grants and is not shared with third parties.

At the end of the trial — whichever comes first between the 14-day clock and the 20-conversation cap — your trial agent is paused. You retain access to your dashboard, conversation history, and uploaded knowledge base; only the live customer-facing agent stops responding until you subscribe to a paid tier.

5.5 Refunds

• If your trial expires without a paid subscription, you are not charged anything.
• If you cancel within 14 days of your first paid invoice, we will refund that invoice in full, less any usage already consumed and any third-party fees we cannot recover (e.g. payment processor charges).
• After 14 days from the first paid invoice, subscription fees for the current paid period are non-refundable. You retain access until the end of the paid period.
• We will refund prorated amounts in the case of service outages exceeding our published availability target (see Section 9.1).

6. Your content and your customers' data

You retain ownership of all content you upload (knowledge base documents, business profile, unit inventory) and all data your AI agent processes on your behalf (end-customer conversations, bookings, leads) — collectively, "Tenant Data".

You grant Traject AI a limited, worldwide, non-exclusive, royalty-free licence to host, process, transmit, and display Tenant Data solely to deliver the Platform to you. This licence ends when you delete the content or close your account, subject to the retention periods in our Privacy Policy.

We process Tenant Data as a data processor on your instructions under our Data Processing Addendum. We do not use Tenant Data to train third-party AI models.

7. Acceptable use

You will not, and will not allow any end user to:

• Send unsolicited commercial messages (spam) in violation of applicable law or of Meta's WhatsApp Business Policy.
• Impersonate any person or business, or make false or misleading statements.
• Harass, threaten, or abuse any person.
• Upload malware, or attempt to probe, scan, or test the vulnerability of the Platform without prior written permission.
• Reverse-engineer, decompile, or attempt to extract source code of the Platform.
• Use the Platform to process data in categories we do not support (e.g. protected health information under HIPAA) unless we have separately agreed in writing.
• Circumvent spend caps, rate limits, or other technical safeguards.
• Use the Platform to do anything illegal under Indian, EU, UK, US, UAE, or any other applicable law.

We may investigate suspected violations and, at our discretion, suspend or terminate accounts that breach this section. Repeated or serious violations may be reported to law enforcement and to our upstream partners (Meta, Google Cloud, Razorpay).

8. Third-party services

The Platform depends on third-party services including Google Cloud, Meta WhatsApp Business Cloud API, Firebase Authentication, Razorpay, and optional integrations with Cal.com, Calendly, and Google Calendar. Your use of these services through Traject AI is also subject to their respective terms. We are not responsible for third-party outages, pricing changes, or policy changes that affect service delivery, though we will always work to minimise impact to you.

9. Availability, support, and beta features

9.1 Availability target

We target 99.5% monthly availability on the Starter, Growth, and Pro tiers, and 99.95% on the Business tier and any Enterprise contract (subject to a signed order form). Availability is measured at the ingress point of our API. Scheduled maintenance, force majeure, and customer-caused issues are excluded.

9.2 Support

• Starter — email support, 48-hour response target on business days.
• Growth — email and WhatsApp support, 24-hour response target on business days.
• Pro — priority email and WhatsApp, 12-hour response target on business days.
• Business — priority email and WhatsApp, 8-hour response target on business days.
• Enterprise / custom contracts — named contact, response time per signed SLA.

9.3 Beta features

Features marked "beta", "preview", or "experimental" are provided on an as-is basis, may change or be removed without notice, and are excluded from the availability target.

10. Intellectual property

The Platform, including its software, design, trademarks, and documentation, is the property of Traject AI and its licensors and is protected by intellectual property laws. Nothing in these Terms transfers ownership of the Platform to you. We grant you a limited, revocable, non-exclusive, non-transferable licence to use the Platform during your subscription, solely for your business purposes.

11. Feedback

If you send us suggestions, ideas, or improvements, you grant us a perpetual, irrevocable, royalty-free right to use them in our product without obligation to you.

12. Warranties and disclaimers

We provide the Platform "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

AI agents produce responses based on the content you provide and the general capabilities of the underlying large language models. AI output can be inaccurate or inappropriate.You are responsible for reviewing your agent's configuration, for auditing its behaviour, and for any business decisions taken on its replies.

13. Limitation of liability

To the maximum extent permitted by law, Traject AI's total aggregate liability to you for all claims arising out of or relating to these Terms or the Platform is limited to the amounts you paid to us in the 12 months preceding the event giving rise to the claim.

Neither party is liable for indirect, incidental, consequential, special, or punitive damages, or for loss of profits, revenue, data, or goodwill, even if advised of the possibility.

Nothing in these Terms excludes liability that cannot be excluded by law (for example, liability for fraud, wilful misconduct, or death or personal injury caused by negligence).

14. Indemnity

You will indemnify and hold Traject AI harmless from any third-party claim, loss, or damage (including reasonable legal fees) arising out of: (a) your use of the Platform in breach of these Terms or applicable law; (b) Tenant Data that infringes third-party rights; or (c) messages sent by or on your behalf that violate anti-spam or consumer protection laws.

15. Term, suspension, and termination

• These Terms start when you first accept them and continue for as long as you use the Platform.
• You may terminate at any time by cancelling your subscription in the dashboard; termination takes effect at the end of the current paid period.
• We may suspend or terminate your account immediately if you materially breach these Terms (including Section 7 Acceptable Use), if required by law, or for non-payment after the 7-day retry window.
• Either party may terminate for convenience with 30 days' written notice.
• On termination, we will make reasonable efforts to let you export Tenant Data for 30 days, after which it is deleted per our retention schedule.

16. Changes to these Terms

We may update these Terms to reflect changes in our product, pricing, or the law. We will give at least 14 days' notice of material changes by email and in the dashboard. Continued use after the effective date means you accept the updated Terms. If you do not agree, you may terminate under Section 15.

17. Governing law and disputes

These Terms are governed by the laws of India. The courts of Tamil Nadu, India, have exclusive jurisdiction over any dispute, subject to any mandatory consumer-protection rights you have in your country of residence. If you are an Enterprise customer with a signed order form, the governing law and dispute-resolution clauses in that order form override this section.

18. Miscellaneous

• Entire agreement — these Terms (together with our Privacy Policy and, where signed, our DPA and any order form) are the entire agreement between you and Traject AI on the subject.
• Severability — if any part is unenforceable, the rest remains in force.
• No waiver — our failure to enforce a right is not a waiver of that right.
• Assignment — you may not assign these Terms without our consent; we may assign to a successor entity following a merger, acquisition, or reorganisation.
• Force majeure — neither party is liable for delays caused by events beyond its reasonable control.
• Notices — notices to Traject AI go to admin-naren@traject-ai.in; notices to you go to the email on your account.

19. Contact

Questions about these Terms? Email admin-naren@traject-ai.in or WhatsApp +91 78638 30951.

© 2026 TRAJECT AI. See also our Privacy Policy and Data Processing Addendum.