Snapshot 36028
Normalized text
Scripts and page chrome removed; this is what change detection compares.
Sales: Support: Log in Skip to content Before you rely on Calilio for any call Calilio does not connect calls to emergency services. You must keep a mobile phone or a traditional landline available for emergencies at every location where Calilio is used, and you must tell everyone on your account. Our Emergency Services Notice explains this in full and forms part of these terms. These terms are the agreement between you and CALILIO PTE. LTD. (UEN 202433643W), a company registered in Singapore, for your use of the Calilio cloud phone system. By creating an account or using the service you accept these terms. If you accept on behalf of a company, you confirm you are authorised to bind it, and "you" means that company. These terms replace the Terms and Conditions dated 20 January 2025 (including the version dated 7 September 2026) and the separate Disclaimer, which is withdrawn. 1. The documents that make up this agreement These terms apply alongside the following, each of which forms part of the agreement: Emergency Services Notice — what you must arrange for emergency calls. Acceptable Use Policy — what you may and may not do, and the usage limits. Messaging Policy — the extra rules for text messaging and WhatsApp. Privacy Policy and Cookie Policy — how we handle personal data. Data Processing Agreement and Sub-processor List — our obligations when we process data on your behalf. Refund and Cancellation Policy — cancelling and getting money back. Data Security Policy — how we protect the service. Which document wins if two disagree Order of precedence This order is the same in every Calilio document, so there is only one answer: The European Standard Contractual Clauses and the United Kingdom Addendum, where they apply to a transfer of personal data. The Data Processing Agreement, for anything about how personal data is handled. Your signed order form, for anything commercial. These Terms of Service. The other policies above, in the order they are listed. In short: the Data Processing Agreement outranks these terms on personal data, and these terms outrank it on everything else. 2. Words we use Account means the Calilio workspace registered to you, including every user on it. Service means the Calilio cloud phone system, the web and mobile applications, the numbers we allocate to you, and anything else we provide under this agreement. Customer Data means everything you and your users put into the service or generate by using it: calls, recordings, voicemail, messages, attachments, transcripts, contacts and settings. User means a person you authorise to use the account, including employees, contractors and agents. Carrier means a telecommunications operator through which calls and messages are delivered. Fees means subscription charges, usage charges, number charges and any other amount payable under this agreement. Wallet means the prepaid balance held on the account and used for usage charges. 3. Trials and free plans Where we offer a trial or a free plan, it is provided as it is, may be changed or withdrawn at any time, and may have limits that paid plans do not. Trials end on the date we state. If you do not cancel before then, the account converts to the paid plan you selected and the first charge is taken. We will tell you before a trial converts, by email, with enough notice to cancel. A trial or free plan does not include any commitment on availability or support response. We may end a trial early where the Acceptable Use Policy is breached or where the trial is being used to avoid paying. 4. Your account You must give accurate registration information and keep it current. You are responsible for everything done on your account, including by every user you invite and every integration you connect. Keep your credentials secret. Turn on multi-factor authentication. Tell us immediately at [email protected] if you suspect unauthorised access. You must be at least 18 and able to enter a contract. Calilio is a business service and is not for personal use by minors. Identity verification. Telecom regulators and our carriers require us to know who uses our numbers. We may ask you to verify your identity or your business, and we may limit or suspend an account until you do. Our Acceptable Use Policy sets out the limits that apply before verification. 5. Phone numbers You do not own the numbers. Numbers are allocated by national regulators and carriers. You get the right to use a number while your account is in good standing and your fees are paid. Availability and eligibility differ by country. Some countries require an address in the country, a registered business, or documents before a number can be issued. We will tell you what is needed before you buy. Porting in. You can bring an existing number to Calilio where the losing provider and the carriers allow it. You must be the authorised owner of the number. Porting takes time, can be rejected by the losing provider, and we cannot guarantee a date. Porting out. You can take your number to another provider. We will not block a port because money is owed. Any outstanding balance remains payable, but it is not a reason to hold your number. We do not charge a consumer to port a number away. Reassignment. We may need to change a number for regulatory or carrier reasons. We will give as much notice as we can. What happens to your number when an account ends This is the single lifecycle. Our Refund and Cancellation Policy and our Data Deletion and Retention Policy both follow it, and where any other document appears to say something different, this section governs. Stage What happens to the number The paid period ends after you cancel The number stops carrying calls The 30 days that follow The number is held in reserve and remains portable. You can still move it to another provider during this window. After 30 days The number is released to the carrier and usually cannot be recovered. The same 30-day reservation applies however the account ended, including for non-payment. Account deletion and number release are separate timetables — an account being deleted does not shorten the window in which you can port your number out. The safest route is to port before you cancel. Start the port with your new provider, and cancel only once it has completed. If you are a consumer in the United Kingdom or the European Economic Area, this 30-day reservation meets the one-month portability period the law gives you. Where local law gives you longer, the longer period applies. 6. Emergency calls Calilio does not connect calls to emergency services This is not a limitation or an edge case — it is a hard boundary of the service. You must arrange an alternative way to reach the emergency services at every place Calilio is used. You must tell every user on your account. This includes staff, contractors and anyone working remotely. Our Emergency Services Notice explains the reasons and what to do. Read it and share it. We are not liable for any inability to reach an emergency service using Calilio, to the extent the law allows. 7. Fees, billing and payment Plans are billed in advance for the period you choose. Usage charges are billed as incurred or drawn from your wallet balance. Calls are charged per minute and part minutes round up. Text messages are charged per segment of 160 characters. The Acceptable Use Policy explains this. Wallet credit is prepaid and non-refundable. With a zero balance you cannot make calls or send messages. Taxes. Prices exclude taxes unless stated. You are responsible for any tax due in your own country. Late payment. If a payment fails we retry and tell you. An unpaid account is suspended 3 days after the due date, and the workspace is deleted 10 days after suspension. Workspace data is deleted under our Data Deletion and Retention Policy. Your numbers are not lost at that moment: they stay reserved and portable for the separate 30-day window described in section 5. Export anything you need before the workspace is deleted. Price changes. We may change prices at renewal. We will tell you at least 30 days before a change affects you, and you may cancel before it takes effect. 8. Term, renewal and cancellation The agreement starts when you create an account and continues until cancelled. Subscriptions renew automatically for the same period unless cancelled before the renewal date. You can cancel at any time, in your billing settings or by emailing [email protected]. Cancelling takes no more steps than subscribing did. Refunds are governed by our Refund and Cancellation Policy, and by any consumer rights that apply where you live. We may terminate for a material breach that you do not fix within 14 days of being told, immediately for a breach of the Acceptable Use Policy or for illegal use, or if we stop offering the service — in which case we give at least 60 days' notice and refund the unused part of any prepaid fee. 9. Using the service properly Your use must comply with our Acceptable Use Policy and Messaging Policy, and with the law wherever you and the people you contact are. Recording calls is your decision and your responsibility. Recording law differs by country and, in the United States, by state. Some places require everyone on the call to agree. We give you the controls, including announcements and retention settings. Configuring them lawfully is yours to do. The Acceptable Use Policy explains this more fully. 10. What you promise us You confirm that, for as long as you use the service: You will comply with the telecommunications, marketing, privacy and consumer laws of every country you call, message or operate in. You have the right to use every number you bring to us, and the authority to request a port. You have obtained any consent required before calling or messaging anyone, and you will honour every opt-out. You will not use the service in a country where we do not offer it, or where its use would be unlawful. The information you give us for identity verification and number allocation is true, and you will update it when it changes. You will pass on to your users the Emergency Services Notice, the Acceptable Use Policy and the Messaging Policy. If any of this stops being true, tell us at [email protected] before it becomes a problem. 11. Integrations and the API Third-party integrations. Where you connect Calilio to another product, you authorise us to exchange data with it as the integration requires. That other product is governed by its own terms and privacy policy, not ours. We are not responsible for what it does with your data once it leaves our systems at your direction. Turning an integration off stops future data flowing. It does not retrieve data already shared. The API. Where we give you access to an application programming interface, you must keep your API credentials secret, stay within any published rate limits, and not use the API to replicate or compete with the service. We may change the API, and we will give reasonable notice before a change that breaks existing use. You are responsible for anything done with your API credentials, including by a developer or agency working for you. 12. Your data Your data stays yours. We do not claim ownership of your calls, recordings, messages, contacts or files. We process personal data on your behalf under our Data Processing Agreement, which forms part of this agreement where data protection law applies. We use your data to run the service, to support you, to bill you, to keep the service secure, and to improve the product. Our Privacy Policy explains this fully. We do not use your call content, recordings, transcripts, messages or contacts for advertising, and we do not sell them. Export before you leave. After an account is deleted, data cannot be recovered. 13. What we promise, and what we do not We provide the service with reasonable skill and care, and we work to keep it available and secure. We do not promise uninterrupted or error-free service. The service depends on the public internet, on your own connection and equipment, and on carriers we do not control. We may change, improve or withdraw features. Where a change materially reduces a feature you rely on, we will tell you in advance. Planned maintenance is announced where we reasonably can. Emergency maintenance may happen without notice. Beta features are provided as they are, may change or be withdrawn, and should not be relied on for anything important. Nothing here excludes a warranty or guarantee that the law does not allow us to exclude, including the consumer guarantees under the Australian Consumer Law. 14. Availability, maintenance and support We do not publish an uptime commitment, and these terms do not include one. If your business requires a contractual availability guarantee, raise it with us before you sign, rather than assuming one exists. Planned maintenance is announced in advance where we reasonably can, and scheduled to minimise disruption. Emergency maintenance may happen without notice where it is needed to keep the service secure or working. Support is provided through the channels published on our website, in English. Response times depend on your plan and are not a contractual commitment unless stated in an order form. Things outside our control. The service depends on the public internet, your own connection and equipment, and carriers. A failure in any of those is not a failure by us. 15. Export control and sanctions You must not use the service, or allow it to be used, in breach of export control or economic sanctions law. You confirm that you are not on, and not owned or controlled by anyone on, a relevant sanctions list, and that you are not located in a country subject to comprehensive sanctions. We may suspend or terminate immediately, without liability, where continuing would put us in breach of sanctions or export law. 16. Anti-bribery and modern slavery Each of us will comply with applicable anti-bribery and anti-corruption law, and will not offer or accept an improper payment in connection with this agreement. Each of us will take reasonable steps to ensure there is no slavery or human trafficking in our own operations or supply chain. Either of us may terminate immediately if the other breaches this section. 17. Suspension We may suspend the service, in whole or in part, where: payment is overdue; the Acceptable Use Policy or Messaging Policy is breached; a carrier, regulator or court requires it; there is a security risk to you, to us, or to other customers; or we reasonably suspect fraud. We give notice where we can. Where the risk is immediate we may suspend first and tell you straight after. Suspension for your breach does not pause your payment obligations. 18. Intellectual property Calilio owns the service, the software, the brand and everything we create. You get a non-exclusive, non-transferable right to use it while this agreement lasts. You must not copy, resell, reverse engineer or create a competing service from ours. Feedback. If you send us a suggestion, we may use it without obligation or payment. Your brand. We will not use your name or logo publicly without your permission. 19. Confidentiality Each of us may learn confidential information about the other. Each will keep it confidential, use it only for this agreement, and protect it as carefully as its own. This does not cover information that is public, already known, independently developed, or required to be disclosed by law. 20. Liability Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not permit to be limited. Neither of us is liable for indirect or consequential loss, or for lost profits, lost revenue, lost business or lost data, even if the loss was foreseeable. Our total liability in any twelve-month period is limited to the fees you paid us in the twelve months before the claim arose. You are responsible for what is done on your account, and you will cover us for third-party claims, fines and carrier penalties caused by your use of the service in breach of this agreement. 21. Accessibility We want Calilio to be usable by everyone, including people with disabilities. Our Accessibility Statement describes how the service meets recognised accessibility standards, the areas we know are not yet fully accessible, and what we are doing about them. If any part of Calilio is difficult for you to use, write to [email protected]. Tell us what you were trying to do and what got in the way. We will reply and, where we can, offer another way to do it. You can request this information, and any of our legal documents, in an accessible format. 22. Complaints If something goes wrong, tell us first. Most problems are settled quickly. Email [email protected] with what happened and what you would like done. We acknowledge within 5 business days. If you are not satisfied, ask for it to be escalated and a manager will review it. If a telecom regulator in your country offers a complaints route, that remains open to you. 23. Changes to these terms We may update these terms. The date at the top shows the current version. For material changes we give at least 30 days' notice by email or in the app, and you may cancel before they take effect. Continuing to use the service after a change takes effect means you accept it. We will not change these terms without telling you. Any earlier statement that we might change terms without notice no longer applies. 24. Governing law This agreement is governed by the laws of Singapore, and the courts of Singapore have exclusive jurisdiction. This supersedes any different governing-law statement in an earlier version of these terms. One exception, and it is deliberate: where the European Standard Contractual Clauses apply to a transfer of personal data, those Clauses carry their own governing law and forum, set out in our Data Processing Agreement. That choice governs the Clauses only, not this agreement. If you are a consumer, this does not remove the protection of any mandatory law of the country you live in, or your right to bring a claim there. 25. General Whole agreement. These documents are the entire agreement and replace anything said before. Assignment. You may not transfer this agreement without our written consent. We may transfer it to a company that acquires our business, and we will tell you. No waiver. If we do not enforce a right straight away, we have not given it up. Severability. If a clause is unenforceable, the rest still stands. Force majeure. Neither of us is liable for a failure caused by something genuinely outside our control, but this does not excuse a failure to pay. Notices. Legal notices to us go to [email protected] and to our registered office. Notices to you go to the email address on the account. 26. How to contact us Contact Details Support [email protected] Legal and privacy [email protected] Abuse reports [email protected] Registered office CALILIO PTE. LTD., UEN 202433643W, 14 Robinson Road, #08-01, Far East Finance Building, Singapore 048545 Questions about these terms go to [email protected]. Legal notices go to [email protected].