Terms of Service

These Terms of Service ("Terms") govern your use of Hello by Flow (the "Service") operated by Hello by Flow Communications Pvt. Ltd. ("Hello by Flow", "we", "us"). By creating an account or using the Service, you agree to be bound by these Terms.

1. The Service

Hello by Flow is a cloud-based business calling platform that provides virtual phone numbers, browser-based softphone, call recording, SMS, IVR routing, analytics, and team management. The Service is delivered as Software-as-a-Service via web and desktop browsers.

2. Eligibility & Account

• You must be 18+ years of age and have legal capacity to enter into a contract.
• For business accounts: you must be authorised to bind the entity you represent.
• You must complete KYC verification as required under the Department of Telecommunications (DoT), Government of India and the Telecom Regulatory Authority of India (TRAI) regulations before provisioning any phone number.
• You are responsible for safeguarding your password and for any activity under your account.

3. Plans, Fees & Billing

The Service is offered under tiered subscription plans (Starter, Growth, Scale) billed per user per month. Fees are exclusive of GST and other applicable taxes. We may revise pricing on 30 days' written notice. Subscriptions auto-renew monthly unless cancelled before the renewal date.

4. Acceptable Use

You agree not to use the Service for any unlawful purpose including (a) tele-marketing without consent in violation of TRAI's Telecom Commercial Communications Customer Preference Regulations, 2018, (b) fraud, harassment, or impersonation, (c) bulk unsolicited SMS, (d) spreading malware. Detailed rules are in our Acceptable Use Policy.

5. KYC and Customer Verification

As per DoT guidelines for OTT communication services and Customer Acquisition Form (CAF) requirements, we collect and verify proof of identity, address, and (for businesses) registration documents before activating telecom services. You warrant that all documents submitted are genuine. Forged documents will result in immediate suspension and may be reported to the relevant authorities.

6. Data Protection

We process Personal Data in accordance with the Digital Personal Data Protection Act, 2023 (India), the EU General Data Protection Regulation where applicable, and our Privacy Policy. Call recordings and SMS content are encrypted in transit and at rest.

7. Intellectual Property

The Service, its codebase, designs, and trademarks are owned by Hello by Flow. You retain ownership of your customer data, recordings, and contacts. By using the Service you grant us a limited licence to process this data to provide the Service.

8. Service Availability

We target 99.99% monthly uptime. Service Credits for downtime are described in our SLA, attached to enterprise contracts. We are not liable for outages caused by upstream carriers, force majeure, or your network.

9. Termination

You may cancel anytime from Settings → Billing. We may suspend or terminate accounts that violate these Terms, are involved in fraud, or repeatedly fail KYC. Upon termination, your data is retained for 30 days before secure deletion (longer if required by law).

10. Liability

To the extent permitted by law, Hello by Flow's aggregate liability under these Terms is limited to fees paid by you in the 12 months preceding the claim. We are not liable for indirect, incidental, or consequential damages.

11. Governing Law & Jurisdiction

These Terms are governed by the laws of India. Disputes will be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka. Arbitration may be invoked under the Arbitration & Conciliation Act, 1996.

12. Changes

We may update these Terms by posting a revised version with a new "Last Updated" date. Material changes will be notified 30 days in advance via email.

13. Contact

Questions about these Terms: legal@hellobyflow.com. Postal: Hello by Flow Communications Pvt. Ltd., Bengaluru, Karnataka, India.