Terms of Service

Last Updated: 5 March 2026

Company Registration No. 13308651

Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

United Kingdom

Effective Date: 5 March 2026

1. Introduction and Acceptance

Welcome to Dial360.ai. These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you", or "your") and Dial360.ai Ltd, a company incorporated in England and Wales under company number 13308651 with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ ("Dial360", "we", "us", or "our").

By accessing or using the Dial360 platform, including our AI-powered call centre tools, telephony system, live chat, email management, and quality assurance features (collectively, the "Services"), you agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use our Services.

These Terms apply to all users of the Services, including businesses and their agents, employees, and representatives. If you are agreeing to these Terms on behalf of a company or other legal entity, you represent and warrant that you have authority to bind that entity.

2. Definitions

In these Terms, the following definitions apply:

"Account" means the account created by a Customer to access and use the Services.

"Customer Data" means all data, content, and information submitted by or on behalf of the Customer through the Services, including call recordings, transcripts, and interaction logs.

"Platform" means the Dial360.ai software-as-a-service platform and all associated tools, APIs, and interfaces.

"Subscription" means the Customer's paid or trial access to the Services as set out in an Order Form or equivalent agreement.

"User" means an individual employee, contractor, or agent of the Customer authorised to use the Services under the Customer's Account.

"AI Features" means the artificial intelligence and machine learning capabilities provided within the Platform, including automated call summarisation, quality assurance scoring, and template suggestions.

3. Services Description

Dial360 provides an integrated, AI-powered workstation for customer service operations. The Services include, but are not limited to:

Telephony: Integrated calling with automated DPA (Data Protection Act) verification and AI-assisted call handling.

Email Management: AI-driven email response suggestions based on pre-approved templates.

Live Chat: Integrated live chat with customer information display and response template assistance.

Quality Assurance: Automated call QA scoring and flagging of interactions requiring manual review.

Call Wrap-Up Automation: AI-generated call summaries and action logging to reduce post-call wrap-up time.

We reserve the right to modify, enhance, or discontinue any feature of the Services at any time. Where material changes are made, we will provide reasonable notice to Customers.

4. Account Registration and Security

To use the Services, you must create an Account and provide accurate, complete, and current information. You are responsible for:

Maintaining the confidentiality of your Account credentials.

All activities that occur under your Account.

Notifying us immediately at [email protected] of any unauthorised use of your Account.

We reserve the right to suspend or terminate Accounts that we reasonably believe have been compromised, used fraudulently, or operated in breach of these Terms.

5. Subscription and Payment

5.1 Subscription Plans

Access to the Services is provided on a subscription basis. Details of applicable fees, billing cycles, and included features are set out in your Order Form or pricing agreement. We offer per-seat pricing with optional consumption-based add-ons for AI calling features.

5.2 Fees and Payment

All fees are due and payable in advance in accordance with your chosen billing cycle. Unless otherwise agreed in writing, fees are non-refundable. We reserve the right to suspend access to the Services if payment is not received within 14 days of the due date.

5.3 Price Changes

We may revise subscription fees by providing at least 30 days' written notice before the start of your next billing cycle. Your continued use of the Services after the effective date of the price change constitutes acceptance of the new fees.

5.4 Taxes

All fees are exclusive of applicable taxes, including VAT in the United Kingdom and applicable sales taxes in the United States. You are responsible for paying all such taxes.

6. Acceptable Use

You agree to use the Services only for lawful purposes and in accordance with these Terms. You must not:

Use the Services to engage in any activity that is unlawful, fraudulent, or harmful to third parties.

Attempt to gain unauthorised access to the Platform or any related systems or networks.

Use the Services to transmit unsolicited commercial communications (spam) or engage in any form of automated dialling that violates applicable telecommunications regulations, including the UK's Telephone Preference Service (TPS) rules and the US Telephone Consumer Protection Act (TCPA).

Use the AI Features to generate or disseminate false, misleading, or deceptive content.

Record, transcribe, or use calls in a manner that violates applicable data protection laws or without obtaining required consents from call participants.

Resell, sublicense, or otherwise make the Services available to third parties without our prior written consent.

Reverse engineer, decompile, or attempt to extract the source code of the Platform.

7. Data Protection and Privacy

7.1 UK GDPR and Data Protection Act 2018

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy, which forms part of these Terms, sets out the basis on which we process personal data.

7.2 Data Processing Agreement

Where we process personal data on your behalf as a data processor, we will do so in accordance with a Data Processing Agreement (DPA). By accepting these Terms, you also agree to our standard DPA. You may request a copy of our DPA at [email protected].

7.3 US Operations

For Customers based in or operating in the United States, we comply with applicable US federal and state privacy laws, including the California Consumer Privacy Act (CCPA) where applicable. Call recording and transcription features must be used in compliance with applicable US federal and state wiretapping and recording consent laws, which vary by jurisdiction.

7.4 Customer Data

You retain ownership of all Customer Data. You grant us a limited licence to process Customer Data solely for the purpose of providing the Services. We will not use Customer Data for any other purpose, including training AI models, without your explicit consent.

8. Intellectual Property

8.1 Our IP

All intellectual property rights in the Platform, including software, AI models, algorithms, and documentation, are owned by or licensed to Dial360. Nothing in these Terms transfers any ownership of our intellectual property to you.

8.2 Feedback

If you provide feedback, suggestions, or ideas regarding the Services, you grant us a perpetual, irrevocable, royalty-free licence to use such feedback for any purpose without obligation to you.

9. Confidentiality

Each party agrees to keep confidential all non-public information of the other party that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. This obligation does not apply to information that: (a) is or becomes publicly known through no breach of this clause; (b) was rightfully known before disclosure; or (c) is required to be disclosed by law or regulatory authority.

10. Warranties and Disclaimers

10.1 Our Warranties

We warrant that: (a) we have the right to enter into these Terms and grant the licences herein; (b) the Services will perform materially in accordance with our published documentation; and (c) we will implement reasonable security measures to protect Customer Data.

10.2 Disclaimers

EXCEPT AS EXPRESSLY SET OUT IN THESE TERMS, THE SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. WE DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT AI-GENERATED CONTENT WILL BE ACCURATE OR COMPLETE.

11. Limitation of Liability

To the maximum extent permitted by applicable law:

Neither party shall be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill.

Our total aggregate liability to you in respect of any and all claims arising under or in connection with these Terms shall not exceed the total fees paid by you to us in the 12 months immediately preceding the claim.

Nothing in these Terms excludes or limits liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; any liability that cannot be excluded or limited by applicable law in the UK or the US.

12. Indemnification

You agree to indemnify, defend, and hold harmless Dial360 and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Services in breach of these Terms; (b) your violation of any applicable law or regulation; or (c) your breach of any third-party rights, including data protection rights of call participants.

13. Term and Termination

13.1 Term

These Terms commence on the date you first access the Services and continue until your Subscription is terminated.

13.2 Termination for Convenience

Either party may terminate the Subscription at the end of the then-current billing cycle by providing written notice in accordance with your Order Form or account settings.

13.3 Termination for Cause

We may terminate your access to the Services immediately upon written notice if you: (a) materially breach these Terms and fail to remedy such breach within 14 days of written notice; (b) become insolvent or enter into administration or liquidation; or (c) use the Services in a manner that poses a risk to other customers or third parties.

13.4 Effect of Termination

Upon termination, your right to access the Services ceases immediately. We will retain your Customer Data for 30 days following termination, during which time you may request an export. After this period, we will delete or anonymise your Customer Data in accordance with our data retention policy.

14. Governing Law and Dispute Resolution

14.1 UK Customers

For Customers based in the United Kingdom or the European Union, these Terms shall be governed by and construed in accordance with the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales.

14.2 Customers

For Customers based in the United States, disputes arising under these Terms shall be resolved by binding arbitration in accordance with the rules of the American Arbitration Association, except that either party may seek injunctive or other equitable relief in any court of competent jurisdiction. Nothing herein prevents either party from seeking emergency relief in court.

14.3 Informal Resolution

Before initiating formal dispute resolution proceedings, the parties agree to attempt to resolve any dispute informally by contacting [email protected] and engaging in good-faith negotiations for at least 30 days.

15. General Provisions

15.1 Entire Agreement

These Terms, together with the Privacy Policy, any Order Form, and the Data Processing Agreement, constitute the entire agreement between the parties regarding the Services and supersede all prior agreements and understandings.

15.2 Amendments

We may update these Terms from time to time. We will notify you of material changes by email or through the Platform at least 30 days in advance. Your continued use of the Services after the effective date constitutes acceptance.

15.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

15.4 Waiver

Failure to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision in the future.

15.5 Force Majeure

Neither party shall be liable for any delay or failure to perform its obligations under these Terms to the extent caused by circumstances beyond its reasonable control, including natural disasters, acts of government, power failures, or internet disruptions.

16. Contact Information

For any questions regarding these Terms, please contact:

Dial360.ai Ltd

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Email: [email protected]

Website: www.dial360.ai