Terms of Service

1. Who These Terms Are Between

Prativani is operated by Neuradigi Technologies (OPC) Pvt. Ltd., a company incorporated in India ("Prativani", "we", "us"). These Terms form a binding agreement between us and the person or organization that signs up for the Service ("you", "Customer").

By creating an account or using the Service you accept these Terms, together with our Privacy Policy, Refund Policy and, where we process personal data on your behalf, our Data Processing Addendum. If you are accepting on behalf of a company, you confirm you are authorised to bind it. You must be at least 18 years old.

2. The Service

Prativani is a customer-communication platform. Depending on your plan and what you connect, it includes live chat and an embeddable website widget, an AI agent answering from a knowledge base you supply, voice calls, messaging channels such as WhatsApp, Facebook, Instagram and email, outbound campaigns, automation workflows, contact records, reporting and exports, and the APIs and integrations around them.

We improve the Service continuously, so features change. We may add, alter or remove functionality; where we withdraw a feature you materially rely on, we will give you reasonable advance notice by email or in the product.

3. Accounts, Workspaces and Team Members

You sign in with a single account and work inside a workspace. The workspace owner controls who is invited, what role they hold, and what they can see. You are responsible for keeping credentials confidential, for enabling appropriate security controls such as two-factor authentication, for everything done under your account, and for the acts and omissions of everyone you invite. Tell us promptly at [email protected] if you believe an account has been compromised.

Seats are named and personal. A login belongs to one individual and is not shared between people. Paid plans are billed by the number of agent seats you activate, so each person who needs access needs a seat. You may give seats to your own employees and to contractors working for you, provided their use is for your benefit and you remain responsible for their compliance with these Terms. When someone leaves, remove their access promptly.

Account information you give us must be accurate and kept current — billing and legal notices depend on it.

4. Acceptable Use

You may use the Service only lawfully and as these Terms allow. You may not:

• break the law, infringe anyone's rights, or process data you have no lawful basis to process;
• send unsolicited, deceptive, harassing, defamatory or unlawful content, or content that exploits or endangers children;
• upload malware, or use the Service to attack, probe or overload any system, ours or anyone else's;
• impersonate a person or organization, or misrepresent who is behind a message;
• circumvent rate limits, sending limits, plan entitlements or usage metering, or use the Service through automation designed to evade them;
• resell, sublicense or white-label the Service beyond what your plan expressly permits, or use it to build a competing product;
• reverse-engineer, decompile or attempt to extract our source code or models, except where that restriction is unenforceable by law;
• use the Service for automated decisions with legal or similarly significant effects on individuals without an adequate human-review process of your own.

You are responsible for the conduct of your AI agent as if it were your own employee — including what it says, what it promises and what data it collects.

5. Messaging, Campaigns and Anti-Spam

Prativani sends messages in your name. When you use it to reach anyone — by email, WhatsApp, SMS or any other channel — all of the following apply, on every plan and on every channel, whether you send from a domain you have verified or from ours:

• You must have a lawful basis and, where required, prior consent, to contact every recipient you message through the Service. Purchased, scraped, rented and appended lists are prohibited.
• You must honour opt-outs promptly. Unsubscribe and suppression tools are built into the Service; suppressing a contact in your own systems only is not sufficient.
• Marketing messages must accurately identify you as the sender and include the disclosures your law requires.
• You must comply with the rules of each channel you connect — including Meta's WhatsApp Business Messaging Policy and its template-approval and messaging-window rules, and the terms of any other provider you link.
• You must comply with the anti-spam and unsolicited-communication laws that apply to you and to each recipient — including, where they apply, the CAN-SPAM Act, the Telephone Consumer Protection Act, the EU ePrivacy rules and GDPR, and India's TRAI regulations on commercial communications.
• You must not use the Service to send one-time passcodes, financial alerts or other high-risk transactional traffic on a channel not approved for it.

We apply sending limits, cold-outreach budgets and reputation thresholds automatically, and we may reduce your sending volume, pause a campaign, or suspend a channel where bounce or complaint rates warrant it. We may do so to protect delivery for other customers as well as for you, and we may act on a shorter timescale than the notice period elsewhere in these Terms where the risk is immediate. These controls do not transfer responsibility for your messaging to us, and nothing in them limits your obligations above.

6. Disclosures on Your Own Properties

When you install our chat widget, the collection it performs happens on your website, under your own privacy notice — not ours. The visitor has no relationship with us and will not think to look for our policy, so the obligation to tell them is yours.

On every property where the widget runs, you must:

• publish a privacy policy describing that a third-party service is used to collect data about visitors, what is collected, and how it is used and shared;
• give visitors the clear and comprehensive information about storage on their device that their law requires; and
• obtain any consent that law requires before the collection happens.

Our Cookie Policy sets out exactly what the widget stores and records, so that you can describe it accurately in yours. The product also includes a consent-notice setting for the pre-chat and offline forms; switching it on is your decision and does not discharge the obligations above. As between us, obtaining the necessary notices, consents and approvals from your visitors is entirely your responsibility.

7. Third-Party Channels and Integrations

Connecting WhatsApp, Facebook, Instagram, a phone number, an email domain or any other integration creates a relationship between you and that provider, subject to their terms. We are not responsible for those services, for changes they make, or for their acting on your account. If a provider suspends, restricts or withdraws access, the affected functionality stops working, and that is not a failure of the Service on our part.

Where regulation requires identity or business documentation — phone numbering in particular — you must give complete and accurate information, and we may pass it to the provider or regulator that requires it.

8. AI Features

The Service uses third-party AI models to draft replies, summarise conversations, classify topics, search your knowledge base and handle voice calls. You should understand three things about that:

• Output is generated, not verified. It may be inaccurate, incomplete or unsuitable, and it should not be relied on as legal, medical, financial or other professional advice — by you or by the people you serve.
• You configure it, you own it. The persona, instructions, knowledge base and escalation rules are yours; you are responsible for what the AI agent tells your customers and for reviewing it where the stakes warrant.
• We do not train models on your data. Content is sent to model providers to produce a response and is handled under API terms that prohibit training on it, as described in our Privacy Policy.

9. Your Data

You own the content and customer data you upload or process through the Service, and nothing in these Terms transfers that ownership to us. You grant us the limited licence needed to host, process, transmit and display it in order to operate the Service for you, and to create aggregated statistics that identify neither you nor any individual.

Where that data includes personal information about your customers, you are the controller and we are your processor. Our Data Processing Addendum governs that relationship and forms part of these Terms.

You warrant that you have the right to provide the data you put into the Service, that you have given the notices and obtained the consents your law requires from the people it concerns, and that your instructions to us will not put us in breach of data-protection law. Consent and retention controls are provided in the product; choosing how to use them is your decision.

No sensitive data. The Service is not built for, and must not be used to collect, store or transmit, payment-card data subject to PCI DSS, protected health information under HIPAA, government identifiers, or the special categories of personal data defined by European data-protection law. We are not a payment-card processor and the Service is not PCI DSS certified. If you route such data through it anyway, you do so at your own risk and remain responsible for it.

We may use technical data about how the Service is used, and data that has been aggregated or anonymised so that it identifies neither you nor any individual, to operate, secure, support and improve the Service. That does not permit us to use your customers' identifiable content for our own purposes, and it never permits training AI models on it.

10. Our Intellectual Property

All rights, title and interest in the Prativani platform, software, documentation, branding and related materials remain with us and our licensors. We grant you a non-exclusive, non-transferable right to use the Service during your subscription, and nothing more. If you send us feedback or suggestions, we may use them freely and without obligation to you.

11. Plans, Fees and Taxes

The Service is offered on paid plans priced per agent seat, billed monthly or annually in advance. Customers with a billing address in India are billed in Indian rupees; everyone else is billed in US dollars. New workspaces start with a free trial (see section 14).

Fees are exclusive of taxes: you are responsible for any GST, VAT, sales or withholding tax, and where we are required to collect a tax it is added to your invoice. For customers in India, GST is added at the applicable rate, and a GSTIN you give us appears on your invoices. Payments are processed by our payment provider; you authorise recurring charges to your payment method until you cancel.

We may change pricing on at least 30 days' notice. A change takes effect at your next renewal, and continuing to use a paid plan after that is acceptance of it.

12. AI Resolutions and Usage

Each plan includes a monthly allowance of AI resolutions. An AI resolution is a conversation the AI agent closes on its own, where the customer does not ask for a human and does not reopen it within 72 hours. Conversations the AI hands to your team, and partial answers, are never counted.

Resolutions beyond your allowance are charged at the rate on our pricing page. Unused allowance does not carry over to the next month. Some features are metered separately at the rates we publish for them — such as phone numbers, call minutes and campaign messages.

Usage that has been delivered is not refundable. If a usage charge cannot be collected, the affected features may pause until it is; your team can keep answering conversations in the meantime.

13. Upgrades, Downgrades and Non-Payment

Upgrades take effect immediately and are charged pro rata for the rest of the current billing period. Downgrades and cancellations take effect at the end of the current billing period: you keep everything you have paid for until that period ends, and the unused remainder is not refunded or credited. Downgrading may reduce seats, features and included AI resolutions, so it is worth checking your usage before you switch.

If a payment fails we will retry and notify you. Paid entitlements continue for a grace period of 7 days; after that the workspace is paused until payment succeeds. Nothing is deleted because a payment failed. Refunds are governed by our Refund Policy.

14. Free Trial, Beta and Preview Features

The free trial lasts 14 days and needs no payment method. It is for evaluation, so it comes without a contractual warranty, support commitment or service level, and we may limit what it includes to prevent abuse. If you do not choose a plan by the end of the trial, your workspace is paused, not deleted, and your data stays available for 30 days so you can choose a plan or export it. After that the workspace is permanently deleted.

Beta and preview features are those we label alpha, beta, preview or early access. They are provided as is and for evaluation; they may be changed or removed without notice, may never become generally available, and may be less reliable than the rest of the Service. We exclude warranties, indemnities and support obligations in respect of them, and using one is your choice. Our security and data-protection commitments under the Data Processing Addendum still apply to any real customer data a beta feature processes. If a feature has been free and we decide to charge for it, we will tell you before we do.

15. Availability, Support and Maintenance

We aim to keep the Service continuously available and to give notice of planned maintenance where we reasonably can. Support is provided through the channels described for your plan. Except where a separate written service level agreement applies to your plan, we make no commitment to a particular level of uptime or response time, and the Service may be unavailable because of maintenance, a failure at a third-party provider, or events outside our control.

We may set limits on API request rates, and on usage materially out of line with normal use of your plan — storage, bandwidth, message volume, API calls — and may throttle or suspend the affected functionality where it threatens the operability, integrity or security of the Service for other customers. We will tell you and work with you on a fix rather than acting silently, unless the impact requires immediate action.

16. Disclaimer of Warranties

To the fullest extent permitted by law, the Service is provided "as is" and "as available", and we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty that the Service will be uninterrupted, error-free, secure against every attack, or that AI output will be accurate or suitable. Nothing in these Terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

17. Limitation of Liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, business, goodwill, or data, however caused.

Our total aggregate liability arising out of or relating to the Service, on any theory of liability, is limited to the fees you paid us in the twelve months immediately before the event giving rise to the claim. Where you have paid us nothing, including during a free trial, that limit is USD 100.

Claims outside the cap. The cap above does not apply to fees you owe us; to your indemnity in section 19; to your breach of section 4 (Acceptable Use), section 5 (Messaging, Campaigns and Anti-Spam) or section 6 (Disclosures on Your Own Properties); or to either party's breach of section 20 (Confidentiality).

These limits apply whatever the form of the claim — contract, tort including negligence, strict liability or otherwise — and survive even if a remedy in these Terms is found to have failed of its essential purpose. Nothing here limits liability that cannot lawfully be limited.

You are responsible for keeping your own copies of data that matters to you. Export tools are provided in the product.

18. Suspension, Termination and What Happens to Your Data

You may stop using the Service at any time, cancel a paid plan from your billing settings, or delete your workspace entirely. We may suspend or terminate access if you breach these Terms, fail to pay when due, or use the Service in a way that endangers the platform, other customers or third parties. Where the circumstances allow it, we will warn you first and give you a chance to put things right; where they do not — active abuse, a security threat, a legal requirement — we may act immediately and tell you afterwards.

When a workspace is deleted, it is closed at once and permanently purged after a 7-day grace period, during which an owner can restore it in full. After the purge, conversations, contacts, recordings and files are permanently deleted and we are not able to recover them — so it is worth exporting anything you want to keep before you start. If we terminate your account for breach, we will still give you a reasonable opportunity to export your data unless the law or the nature of the breach prevents it.

19. Indemnity

You will defend and indemnify us against third-party claims, and the resulting damages, losses and reasonable costs, arising from your data, your use of the Service in breach of these Terms or the law, your messaging and campaigns, or what your AI agent tells your customers.

This applies only if we give you prompt written notice of the claim, let you control its defence and settlement, and cooperate reasonably at your expense. We may join the defence with our own counsel at our own cost. We will not settle a claim, or admit liability on your behalf, without your written consent.

20. Confidentiality

Each party may receive non-public information from the other. Confidential information may be used only to perform under these Terms, must be protected with at least reasonable care, and may be disclosed only to people who need it and are bound by equivalent obligations, or where a law or valid legal order compels disclosure — in which case, notice will be given where lawful.

These obligations do not apply to information the receiving party can show was already known to it, is or becomes public through no fault of its own, was received from a third party free of any confidentiality obligation, or was developed independently without reference to the other party's information.

Because damages alone may not be an adequate remedy for disclosure, either party may seek injunctive relief in addition to any other remedy available to it.

21. Publicity

If you subscribe through our website rather than under a negotiated agreement, we may identify you as a Prativani customer by name and logo on our website and in sales materials. Ask us at [email protected] and we will stop and remove it. Where you are on a negotiated agreement, we will ask for your written consent first. Neither use implies that you endorse the Service.

22. Force Majeure

Neither party is liable for a delay or failure caused by events beyond its reasonable control, including natural disaster, war, civil unrest, epidemic, government action, industrial action, failure of the public internet, or an outage at a third-party provider on which the Service depends. Payment obligations are not excused.

23. Governing Law and Jurisdiction

These Terms are governed by the laws of India, without regard to conflict-of-laws rules. The courts at Mumbai, Maharashtra have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service, and both parties submit to that jurisdiction. Before filing, the parties will try in good faith to resolve the dispute by discussion for 30 days after written notice.

24. General

These Terms, with the policies they reference, are the entire agreement between us on this subject and replace anything said earlier. If a provision is held unenforceable, the rest stands and that provision is limited to the minimum extent necessary. Failing to enforce a right is not a waiver of it. You may not assign these Terms without our written consent; we may assign them to an affiliate or in connection with a merger, acquisition or sale of assets. There are no third-party beneficiaries. Sections on data, intellectual property, fees owed, disclaimers, liability, indemnity, confidentiality and governing law survive termination.

Legal notices to us go to [email protected]; notices to you go to the email address on your account or appear in the product.

25. Changes to These Terms

We may update these Terms. For material changes we will give at least 30 days' notice by email or in the product before they take effect, and continued use after that date is acceptance. If you do not accept a material change, you may cancel before it takes effect. Changes required by law may take effect sooner where necessary.

If we make a change effective before your current paid period ends and you object to it, you may terminate on written notice and we will refund the fees you have pre-paid for the unused remainder of that period, calculated from the date we receive your notice. That refund is your sole remedy for the change.

26. Contact

Questions about these Terms: [email protected]. Privacy and data-protection matters: [email protected]. Everything else: [email protected].

Neuradigi Technologies (OPC) Pvt. Ltd.
156-Upper, Evershine Mall, Malad West
Mumbai 400064, Maharashtra, India
CIN: U62099MH2024OPC431071