Terms of Service

Last updated: 2026-05-26 Effective date: 2026-05-26

These Terms of Service ("Terms") govern your use of the products and services operated by Tellusys Info Pvt Ltd ("Tellusys", "we", "us", "our"), including:

Virtuo (virtuo.in) — our public marketing site
Vibot (vibot.virtuo.in) — our multi-tenant WhatsApp AI platform
Vio — our AI voice-agent products
The Virtuo API (waapi.virtuo.in)
Tellusys legacy services — voice call-center solutions, custom IT consulting, and any other Tellusys-operated product

Together, these are the "Services". By creating an account, using the Services, or clicking "I agree", you accept these Terms. If you don't agree, don't use the Services.

These Terms work alongside our Privacy Policy, which is incorporated here by reference.

1. Definitions

Tellusys — Tellusys Info Pvt Ltd, the operator of the Services.
Tenant (or "you") — the business that signs up for an account and pays for the Services.
End-customer — an individual who messages a Tenant's WhatsApp Business number, or otherwise interacts with a Tenant's deployment of the Services. End-customers are NOT parties to these Terms — their relationship is with the Tenant.
Authorized Users — employees, contractors, or agents the Tenant invites to its account.
Tenant Data — all data uploaded to or generated within the Tenant's account (system prompts, knowledge-base documents, conversations, integration tokens, etc.).
AI Output — text, voice, or other content produced by the Services' AI components in response to inputs.
Subscription Plan — the tier (FREE, LITE, BASIC, PRO, GROWTH, ENTERPRISE, or custom) the Tenant has selected.

2. Eligibility

To use the Services as a Tenant, you must:

Be at least 18 years of age
Have legal capacity to enter a binding contract on behalf of yourself or the entity you represent
Operate a business that has a valid GSTIN (for Indian Tenants) or equivalent business registration in your jurisdiction
Comply with all applicable laws in the jurisdictions where you operate, including consumer protection, data protection, and telecommunications laws
Comply with Meta's terms, policies, and the WhatsApp Business Solution Terms (linked in Section 7)

We may refuse service or terminate accounts at our discretion if these conditions aren't met.

3. Your account

3.1 Account creation

You create your account via our authentication provider (Clerk). You're responsible for keeping your credentials secure and for all activity under your account.

3.2 Authorized Users

You may invite Authorized Users (e.g., team members) to your account. You're responsible for their actions on the Services as if they were yours.

3.3 Single source of truth

Each Tenant account is bound to one organization. Sharing a single account across multiple businesses is not permitted — separate organizations need separate accounts.

4. The Services

4.1 What Vibot does

Vibot connects to a Tenant's official WhatsApp Business Account (WABA) via Meta's Cloud API, runs an AI agent that handles inbound conversations on the Tenant's behalf, and provides a dashboard for configuration, integration, and analytics.

Vibot supports text messages, voice notes (with transcription), images, documents, and outbound template campaigns (subject to Meta's approval and policy).

4.2 What Vio does

Vio provides AI-powered voice agents for phone calls. Vio operates as a separate product line; specific terms for Vio voice operations are appended as Addenda to these Terms.

4.3 Updates and changes

We update the Services continuously. Some changes add features, some change pricing, some retire features. We notify Tenants of material changes via the dashboard and email at least 30 days in advance, unless the change is required for security or legal compliance.

4.4 Service availability

We aim for 99.5% monthly uptime, measured at our API gateway. This is a best-effort target, not a contractual SLA, for plans BASIC and below. Enterprise plans may receive a formal SLA via a separate Master Services Agreement.

Planned maintenance windows are announced at least 24 hours in advance whenever possible.

5. Plans, fees, billing, and taxes

5.1 Plans and pricing

Subscription Plan tiers, included usage, and pricing are listed at virtuo.in/pricing. We may change pricing for new signups at any time; existing Tenants are notified at least 30 days before any price change takes effect.

5.2 Payment processor

Payments are processed by Razorpay Software Pvt Ltd. By providing payment information, you authorize Razorpay (on our behalf) to charge the relevant amounts to your selected payment method.

5.3 Billing cycle

Monthly subscriptions auto-renew on the same date each month
Annual subscriptions auto-renew on the anniversary of activation
You can cancel auto-renewal from the dashboard at any time before the next billing date

5.4 Usage overages

Each plan includes a number of messages and/or other usage units. Overages are billed at the per-unit rate listed on the pricing page. Overage charges appear on your next invoice as Razorpay add-ons.

5.5 Taxes (GST)

All listed prices are exclusive of taxes unless explicitly stated. Indian Tenants will be charged 18% GST on top of the listed amount. We issue GST invoices to all Indian Tenants.

5.6 Refunds

No refunds for partial periods. If you cancel mid-cycle, your subscription remains active until the end of the paid period. We don't refund unused time.
No refunds for usage overages. Once messages have been sent, the corresponding overage charge is non-refundable.
Pro-rated refunds for Service outages exceeding 4 consecutive hours within a calendar month may be issued at our discretion as a service credit on the next invoice.
Statutory refund rights under Indian consumer protection law are not affected by this section.

5.7 Late payment

If a payment fails (card decline, insufficient balance), we retry per Razorpay's standard schedule. After 7 days of failed payment attempts, your account is suspended (read-only — AI stops responding, but data is preserved). After 30 days, we may terminate the account and delete data per our retention policy.

5.8 Free tier (FREE plan)

The FREE plan is a no-cost tier with limited functionality:

Limited monthly message volume
No access to advanced features (KB, campaigns, integrations with paid OAuth scopes)
No access to escalation (supervisor inbox)
No SLA, no priority support
We may pause or change FREE tier benefits at any time

6. Acceptable use

You may not, and may not allow your Authorized Users or End-customers to, use the Services to:

6.1 Prohibited content and conduct

Send unsolicited promotional messages to End-customers who have not opted in
Bypass Meta's template approval process or send template messages that violate Meta's commerce policy
Send spam, phishing attempts, scams, or fraudulent messages
Send messages that are illegal, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, or invasive of another's privacy
Send messages promoting hatred or discrimination on the basis of race, religion, caste, gender, sexual orientation, or disability
Send messages related to: unlicensed financial services, unlicensed pharmaceuticals, drugs, weapons, sex services, gambling without proper licensing, or any other category prohibited by Meta's commerce policy
Distribute malware, ransomware, or other harmful code
Use the Services to facilitate criminal activity, including money laundering or terrorism financing

6.2 Platform misuse

Reverse-engineer, decompile, or disassemble the Services
Circumvent rate limits, usage caps, billing, or security controls
Test, probe, or scan the Services for vulnerabilities without our prior written consent (see security@tellusys.in for our responsible disclosure policy)
Use automated tools or scripts to scrape data from our Services
Create accounts using false information, impersonating others, or using disposable email addresses to evade plan limits
Resell, sublicense, white-label, or otherwise redistribute the Services without an explicit written agreement
Use the Services to build a competing product

6.3 AI-specific restrictions

Use the AI to generate content that violates the policies of the underlying model providers (OpenAI, Anthropic, etc.) — including content involving CSAM, weapons of mass destruction, or self-harm encouragement
Configure system prompts that instruct the AI to lie about being human in jurisdictions that require AI disclosure
Use the AI to provide professional advice (medical, legal, financial, tax) in regulated jurisdictions without proper licenses and disclaimers
Train competing AI models on outputs generated by our Services

6.4 Consequences of violation

We may, at our sole discretion and without prior notice:

Suspend or restrict your account
Remove specific content
Terminate your account
Report violations to Meta, regulatory authorities, or law enforcement as required

Tellusys is not liable to you for any losses resulting from such enforcement actions when taken in good faith in response to a violation.

7. WhatsApp, Meta, and end-customer obligations

7.1 Meta's terms

By using Vibot to interact with WhatsApp, you separately agree to be bound by:

Meta Customer Terms — https://www.facebook.com/legal/terms
WhatsApp Business Solution Terms — https://www.whatsapp.com/legal/business-solution-terms
WhatsApp Commerce Policy — https://www.whatsapp.com/legal/commerce-policy
WhatsApp Business Messaging Policy — https://www.whatsapp.com/legal/business-policy

Conflicts between these Terms and Meta's terms are resolved in favor of Meta's terms where their terms apply to WhatsApp-mediated communications.

7.2 Opt-in and opt-out

You must obtain valid opt-in from each End-customer before sending them any non-service notification, in accordance with Meta's policies and applicable law. We provide opt-out handling (STOP / UNSUBSCRIBE / OPT OUT) by default; you may not override or disable this.

7.3 Template approval

Outbound template messages must be pre-approved by Meta. We submit templates on your behalf via our dashboard. We reserve the right to refuse to submit templates that we believe violate Meta's policy.

7.4 Number quality

WhatsApp manages your account's messaging tier (TIER_250, TIER_1K, TIER_10K, TIER_UNLIMITED) and quality rating (GREEN, YELLOW, RED, FLAGGED). These are set by Meta based on your sending patterns and recipient engagement. We provide warnings, rate limits, and warm-up tools to help you maintain quality, but we are not responsible for tier downgrades, quality drops, or account suspensions imposed by Meta.

7.5 Your end-customer relationship

You are the controller of your End-customers' personal data and the party they have a relationship with. You must:

Maintain your own privacy policy disclosed to End-customers
Obtain consent from End-customers as required by applicable law (DPDP, GDPR, etc.)
Respond to End-customer rights requests in the first instance
Indemnify us against End-customer claims arising from your conduct (see Section 13)

8. Tenant Data — ownership and licenses

8.1 You own your data

You retain all rights, title, and interest in Tenant Data. We do not claim ownership of your system prompts, knowledge-base documents, conversations, or any other content you upload.

8.2 License you grant us

You grant Tellusys a worldwide, non-exclusive, royalty-free license to host, copy, transmit, display, and process Tenant Data solely to operate the Services on your behalf. This license terminates when you delete the data or close your account (subject to retention periods in Section 9).

8.3 Training restriction

We do not use Tenant Data to train Tellusys-owned or third-party AI models. End-customer WhatsApp messages are NOT used as training data by us. Where we use third-party AI providers (OpenAI, Anthropic, etc.), we operate in their API-only mode where training on customer data is disabled.

We may use aggregated, anonymized data to monitor service quality and improve infrastructure (e.g., latency benchmarks, error patterns). Such data is irreversibly anonymized before this use.

8.4 Backup and export

You may export your data via the dashboard or by emailing privacy@tellusys.in. We will provide an export within 30 days of a valid request, in a machine-readable format (JSON or CSV).

8.5 AI Output

You own the AI Output generated for your account, to the extent any rights subsist. However, AI Output is not unique — substantially similar output may be generated for other Tenants from similar prompts. We make no representation that AI Output is original, copyrightable, or unique to you.

9. Term, suspension, and termination

9.1 Term

These Terms begin when you create an account and continue until terminated.

9.2 Termination by you

You may terminate your account at any time via the dashboard ("Settings → Danger Zone → Delete Account") or by emailing privacy@tellusys.in.

9.3 Termination by us

We may terminate or suspend your account immediately, without prior notice, if:

You materially breach these Terms
Your account is delinquent (see Section 5.7)
We believe in good faith that your use poses a security, legal, or reputational risk
We are compelled to do so by law, regulator, or Meta

We may terminate your account for any other reason with 30 days' prior written notice.

9.4 Effect of termination

Upon termination:

Your access to the Services is revoked
Tenant Data is retained for 30 days, then permanently deleted (subject to legal retention obligations for billing data — 7 years per Indian tax law)
Active integrations are disconnected
Pending Razorpay subscription charges are cancelled

You can request earlier deletion of non-billing data at any time during the 30-day window.

9.5 Sections that survive termination

Sections 8 (Tenant Data licenses already granted to third parties remain effective for their stated retention windows), 11 (Disclaimer), 12 (Limitation of Liability), 13 (Indemnification), 16 (Disputes), and 17 (Miscellaneous) survive termination.

10. Intellectual property

10.1 Our IP

Tellusys retains all rights in the Services, including source code, designs, trademarks ("Virtuo", "Vibot", "Vio", Tellusys logos), documentation, and infrastructure. Nothing in these Terms grants you a license to our IP except the limited right to use the Services as described.

10.2 Trademarks

You may not use our trademarks in advertising, marketing, or any other manner without our prior written consent. Permitted usage:

Referring to Tellusys/Virtuo factually (e.g., "We use Virtuo to handle our WhatsApp customer service")
Using our logos with our prior written approval

10.3 Feedback

If you provide suggestions, ideas, bug reports, or other feedback ("Feedback"), you grant us a perpetual, worldwide, royalty-free license to use the Feedback without any obligation to you. We are not required to keep Feedback confidential.

11. Disclaimers

11.1 Service "AS IS"

THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. EXCEPT AS EXPRESSLY STATED IN THESE TERMS, TELLUSYS MAKES NO WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

11.2 AI disclaimer

You acknowledge and agree that:

AI Output is probabilistic, not deterministic. The same input can produce different outputs.
AI Output may be inaccurate, incomplete, or misleading. We do not warrant the correctness of any AI Output.
AI Output is not professional advice. The Services are not a substitute for advice from a qualified physician, lawyer, financial advisor, or other professional.
You are responsible for reviewing and supervising AI behavior within your account, including system prompts, escalation rules, and the AI's interactions with End-customers.
Hallucinations are possible. The AI may produce content that appears factual but is fabricated. You are responsible for educating your team and End-customers about this risk where relevant.
AI-specific failures (incorrect translation, misunderstood voice notes, missed tool calls, fabricated answers from KB) are not service failures under Section 4.4.

11.3 Third-party services

We integrate with services operated by third parties (Meta, OpenAI, Anthropic, Google, Slack, Shopify, Calendly, etc.). We are not responsible for outages, downgrades, policy changes, or other actions of these third parties.

If a third-party service we depend on becomes unavailable or changes its terms in a way that makes integration impossible, we may remove that integration with notice. No refund is due solely because a third-party integration is unavailable.

11.4 No legal advice

Nothing in these Terms or in our Services constitutes legal advice. Consult a lawyer for jurisdiction-specific compliance questions.

12. Limitation of liability

12.1 No liability for indirect damages

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, TELLUSYS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, LOSS OF GOODWILL, OR COST OF SUBSTITUTE SERVICES, ARISING FROM OR RELATED TO THESE TERMS OR THE SERVICES, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

12.2 Cap on direct liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, TELLUSYS'S TOTAL CUMULATIVE LIABILITY UNDER THESE TERMS WILL NOT EXCEED THE GREATER OF:

THE TOTAL FEES YOU PAID TO TELLUSYS IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR
INR 5,000 (FIVE THOUSAND INDIAN RUPEES)

12.3 What's NOT capped

The limitations in Sections 12.1 and 12.2 do not apply to:

Liability that cannot be excluded under Indian law (e.g., gross negligence, willful misconduct, fraud)
Your obligation to pay fees due to us
Your indemnification obligations under Section 13

12.4 Specific exclusions

Tellusys is specifically not liable for:

AI Output accuracy or behavior (see Section 11.2)
Meta-side outages, tier changes, or quality rating decisions
WhatsApp number bans or suspensions imposed by Meta
Third-party integration failures
End-customer disputes with you
Loss arising from your own misconfiguration of system prompts, guardrails, or integration settings

12.5 FREE tier

For FREE tier Tenants, the liability cap is INR 0 — i.e., we are not liable for damages of any kind. By using the FREE tier, you accept this.

13. Indemnification

13.1 You indemnify Tellusys

You will defend, indemnify, and hold harmless Tellusys, its directors, employees, and agents from and against any claim, demand, lawsuit, regulatory action, or proceeding, and any associated damages, costs, and legal fees, arising out of or related to:

Your use of the Services in violation of these Terms or applicable law
Your content (system prompts, knowledge base, templates, AI configuration)
Your End-customers' use of the Services through your account
Your breach of Meta's policies or the policies of any other third-party integration
Your failure to obtain valid consent from End-customers
Your violation of intellectual property rights of any third party
Any tax, customs, or other regulatory obligation that is yours to discharge

13.2 Tellusys indemnifies you (narrow)

Tellusys will defend you against any third-party claim alleging that the Services, as provided by us and used in accordance with these Terms, infringe a third party's intellectual property rights. This indemnity does not apply to:

Your modification of the Services
Use of the Services in combination with anything not provided by us, if the claim would have been avoided absent that combination
Use of the Services after we notify you to stop or provide an alternative
AI Output (which is governed by Section 11.2)

13.3 Process

The indemnified party must promptly notify the indemnifying party of any claim, allow the indemnifying party to control the defense and settlement (provided no settlement imposes liability on the indemnified party without consent), and reasonably cooperate.

14. Confidentiality

14.1 Mutual obligation

Each party may receive non-public business or technical information from the other party that is marked confidential or that a reasonable person would understand to be confidential ("Confidential Information"). The receiving party agrees to:

Use Confidential Information only to perform under these Terms
Protect it with the same care as its own confidential information (no less than reasonable care)
Not disclose it to third parties except to employees, contractors, or advisors with a need to know who are bound by similar confidentiality obligations

14.2 Exceptions

Confidential Information does not include information that:

Is or becomes publicly known through no fault of the receiving party
Was in the receiving party's possession before disclosure without confidentiality obligations
Is independently developed by the receiving party
Is rightfully obtained from a third party without confidentiality restrictions

14.3 Compelled disclosure

If compelled by law or regulatory authority to disclose Confidential Information, the receiving party must (where legally permitted) notify the disclosing party in advance to give them an opportunity to seek a protective order.

15. Modifications to these Terms

We may modify these Terms from time to time. Material modifications take effect 30 days after we notify you (via the dashboard, email, or a notice on our website). Non-material modifications (e.g., typo fixes, clarifications) take effect immediately on posting.

Continued use of the Services after the effective date of a modification constitutes acceptance. If you don't agree to the modification, you must stop using the Services and may terminate per Section 9.2.

16. Disputes and governing law

16.1 Governing law

These Terms are governed by the laws of India, without reference to conflict-of-laws principles.

16.2 Informal resolution

Before filing any formal claim, the parties agree to attempt to resolve disputes informally for 30 days. Send written notice of the dispute to legal@tellusys.in.

16.3 Jurisdiction

If informal resolution fails, all disputes will be subject to the exclusive jurisdiction of the courts of Mumbai, India.

16.4 Optional arbitration

For disputes where both parties prefer arbitration, the parties may mutually agree to refer the dispute to arbitration in Mumbai under the Arbitration and Conciliation Act, 1996. The arbitration will be conducted in English by a sole arbitrator mutually appointed. The award is final and binding. Each party bears its own costs unless the arbitrator orders otherwise.

16.5 Class action waiver

To the fullest extent permitted by Indian law, disputes must be brought in your individual capacity and not as a plaintiff or class member in any purported class, consolidated, or representative action.

16.6 Time limit on claims

Any claim arising out of or related to these Terms must be filed within one (1) year after the cause of action arises, or it is permanently barred. This does not apply where the limitation period is fixed by statute and cannot be shortened by agreement.

17. Miscellaneous

17.1 Entire agreement

These Terms (together with the Privacy Policy, any plan-specific Order Forms, and any Addenda for Enterprise customers) are the entire agreement between you and Tellusys regarding the Services. They supersede all prior or contemporaneous agreements, written or oral.

17.2 No waiver

Our failure to enforce any provision is not a waiver of that provision or any other.

17.3 Severability

If any provision is held unenforceable, the remaining provisions remain in full force. The unenforceable provision is replaced with an enforceable provision that comes closest to the parties' original intent.

17.4 Assignment

You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of assets, on prior notice to you.

17.5 Force majeure

Neither party is liable for failures or delays caused by circumstances beyond reasonable control, including natural disasters, war, terrorism, civil unrest, government action, internet or telecommunications failures, third-party provider outages, or pandemics.

17.6 Independent contractors

Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and Tellusys.

17.7 No third-party beneficiaries

These Terms do not confer any rights on any third party (including End-customers), except as expressly stated.

17.8 Notices

Notices to you may be sent to the email associated with your account. Notices to us must be sent to:

Tellusys Info Pvt Ltd Attn: Legal Email: legal@tellusys.in Copy: pratham@tellusys.in (founder)

17.9 Headings

Section headings are for convenience only and do not affect interpretation.

17.10 Language

These Terms are written in English. Translations are provided for convenience. In case of conflict, the English version controls.

18. Product-specific addenda

The following Addenda apply to specific products and supplement these Terms. If a conflict exists between an Addendum and these Terms, the Addendum controls for the relevant product.

18.1 Vibot — WhatsApp AI Addendum

In addition to these Terms, Vibot Tenants agree:

Number quality is your responsibility. Warm-up new numbers per our guidance; pause campaigns when quality rating drops; never blast unverified lists. Tier downgrades and Meta-imposed quality drops are not service failures.
Templates must comply with Meta's commerce and messaging policies. We may refuse to submit templates that we believe violate Meta's policy.
AI behavior is configured by you. We provide the platform; you provide the system prompt, guardrails, and escalation logic. If your AI gives an End-customer incorrect product information, contact information, or commits your business to terms you didn't authorize, that is your operational risk.
Voice notes are processed via third-party transcription (OpenAI Whisper or Deepgram). Transcription accuracy is best-effort.
Outbound campaigns require an active LITE+ subscription and remain subject to our preflight safety checks (dead-number cache, canary cohort, opt-out gate, duplicate-template guard, etc.). Bypassing these checks is not permitted.

18.2 Vio — Voice AI Addendum

In addition to these Terms, Vio Tenants agree:

Call recording must comply with applicable law. You are responsible for obtaining caller consent where required (most Indian states require two-party consent for recording).
Number rental and porting are subject to telecom carrier terms and TRAI regulations. We facilitate but are not the licensee — disconnections imposed by carriers or regulators are not service failures.
Real-time voice processing uses third-party providers. Latency, accent recognition, and language coverage are best-effort.

18.3 Tellusys legacy services Addendum

Master Services Agreements ("MSA") signed for legacy services (call-center solutions, custom IT consulting, etc.) before the effective date of these Terms remain in force per their original terms. Where the MSA is silent or ambiguous, these Terms supplement the MSA. Where the MSA conflicts with these Terms for the relevant engagement, the MSA controls.

For new legacy-service engagements after the effective date, these Terms apply along with any specific Statement of Work ("SOW") signed.

19. Contact

For questions about these Terms:

Tellusys Info Pvt Ltd Email: legal@tellusys.in (legal & contract matters) Email: support@tellusys.in (operational support) Email: pratham@tellusys.in (founder, escalation) Website: https://virtuo.in

For privacy-specific questions, see our Privacy Policy or email privacy@tellusys.in.

For security disclosures, email security@tellusys.in.

By using the Services, you confirm that you have read and agree to these Terms of Service and our Privacy Policy.