Terms of Service

Version 1 — effective 21 October 2026

These terms are an agreement between PCGLOBALCO ("we", "us"), which provides Calloop, and the business that uses Calloop ("you", the "Consumer"). By creating or using a Calloop account, API key or agent token, you accept them on behalf of that business. If a signed order form or agreement with us says something different, the signed document wins.

1. The service

Calloop is a call engine your product uses. It covers the Management API, the events (webhooks), the agent gateway and media, the consumer dashboard, the IVR, queues and recording, and the related documentation (the "Service").

The agent SDKs (@calloop/agent-sdk, @calloop/agent-react, calloop_agent) are open source under the MIT License. Their own license governs them, not these terms. Using them to connect to the Service is covered here.

We may change or improve the Service. If a change removes something you depend on in the Management API, the events or the agent protocol, we'll tell you in advance (section 12).

2. Your account and credentials

• We create your account. You then manage your tenants, agents, lines, keys and dashboard users.
• You keep your API keys, signing keys and webhook secrets secret, on your servers only. Never put them in a browser or mobile app. Your agents' apps get only short-lived agent tokens that your backend signs.
• You're responsible for everything done with your credentials and by the people you give access. Tell us at once at support@calloop.net if a credential leaks, and revoke it (the API and the dashboard let you do this yourself).

3. Your responsibilities

You must make sure that you, your tenants and your users:

• Have the right to call and be called on the numbers and channels you connect, and follow the telecom, consumer-protection and marketing laws that apply to those calls. That includes do-not-call rules and rules on automated or unsolicited calls.
• Inform callers and get any consent the law requires before recording a call or processing their data. Calloop gives you the tools (recording policy, IVR announcements); using them lawfully is your responsibility.
• Follow your channel providers' terms. WhatsApp calling runs on your own Meta business account under Meta's terms. A SIP trunk runs under your carrier's terms. We aren't a party to those agreements.
• Don't misuse the Service. No unlawful, fraudulent, harassing or deceptive calls; no spam or robocalling; no attempts to break, overload or get around the Service's limits or security; no access to other consumers' data; no reselling of the Service except to your own tenants as the Service intends.

4. Fees and payment

• Fees are set in your price plan or order form and shown in your dashboard. Usage (minutes, numbers, recordings storage and other metered items) is recorded by the Service and billed accordingly.
• Unless your plan says otherwise, invoices are due within the period shown on the invoice. Prices exclude taxes, which are added where the law requires.
• We may suspend the Service (section 9) if an amount stays unpaid after we've reminded you. Prepaid credit is used up by usage and isn't refundable unless the law requires it.

5. Availability and support

• We run the Service with care and work to keep it available and secure. We don't promise uninterrupted or error-free operation unless a signed service-level agreement says so.
• Planned maintenance that may interrupt calls is announced in advance where we can.
• Support is by email at support@calloop.net, on business days (Support).
• Calls depend on networks and providers outside our control (carriers, Meta, the internet, your agents' devices). We're not responsible for their failures.

6. Your data

• Your data stays yours. That covers the data you or your callers put into the Service: call records, recordings, IVR inputs, tenant and agent details. We use it only to provide, secure and support the Service, and as the law requires.
• For personal data in your data, we act as your processor under the Data Processing Agreement, which forms part of these terms.
• How we handle the personal data of the people who use your account (dashboard users, billing contacts) is described in the Privacy Policy.
• We may use aggregated, anonymous statistics about the Service's operation (volumes, error rates) to run and improve it. These never identify you, your tenants or a caller.

7. Intellectual property

We own the Service and its software, apart from the open-source SDKs, which are licensed under MIT. You own your data and your product. Feedback you give us may be used freely.

8. Confidentiality

Each side keeps the other's non-public information confidential. It's used only for this agreement and disclosed only to people who need it and are bound to keep it confidential, or where the law requires.

9. Suspension

We may suspend some or all of your access, giving notice where we reasonably can:

• if you break section 3,
• if an amount stays unpaid after a reminder,
• if your use threatens the Service, other consumers or the public (for example, an attack or fraud through your account), or
• if the law requires it.

We lift the suspension once the cause is resolved.

10. Liability

• The Service is provided as described in these terms. To the extent the law allows, we give no other warranties, express or implied.
• Neither side is liable to the other for indirect or consequential loss, or for lost profits, revenue or data, even if warned of it.
• Each side's total liability under these terms is limited to the fees you paid us in the 12 months before the event that caused the claim.
• None of this limits liability that the law doesn't allow to be limited, such as for fraud, or for death or personal injury caused by negligence.

11. Term and ending

• These terms apply while you have an account.
• You may stop at any time by telling us and paying for what you've used.
• We may end them with 30 days' notice, or at once if you seriously break them and don't fix it within 14 days of our notice.
• When they end, you can export your data through the API for 30 days. After that we delete it, except for what the law requires us to keep (for example, invoices and the usage records behind them).

12. Changes to these terms

We may update these terms. We'll publish the new version here and email the account's contacts at least 30 days before a change that's worse for you takes effect. Continuing to use the Service after that date means you accept the change. If you don't accept it, you may end the agreement before then.

13. Law and disputes

These terms are governed by the laws of the Republic of Cyprus. The courts of the Republic of Cyprus have exclusive jurisdiction, unless the law gives you a right to sue elsewhere. Before going to court, both sides will try to settle a dispute in good faith by contacting each other.

14. Contact

PCGLOBALCO — support@calloop.net