Terms of service

These terms are an agreement between Zero Glitch Technologies Private Limited [[OWNER: confirm the exact name on the certificate of incorporation (invoices say “Private Limited”, the site footer says “Pvt. Ltd.”)]] (“Pixl”, “we”, “us”) and the business that creates a Pixl Agents account or signs an order with us (“you”). By creating an account, starting a pilot or using the service, you accept them. Our privacy policy and data processing agreement are part of these terms.

Pixl Agents is for businesses. You must be at least 18, and the person accepting these terms must be allowed to bind the business. If a signed order form with us says something different, the order form wins for that point.

• Give accurate details and keep them up to date.
• Keep sign-in details safe. You are responsible for what happens in your workspace, including what the people you invite do. Turn on two-factor sign-in for anyone with admin rights.
• Tell us straight away if you think someone has got into your account.

Pixl Agents lets you run AI agents that answer your customers on messaging channels, email and phone, book appointments, send reminders and follow-ups, and hand conversations to your team. We improve the service all the time, so features may change. Features we label as beta or preview may change or stop without notice.

AI can be wrong. An agent works from your instructions and the material you give it, but it can misunderstand, leave things out or say something inaccurate. You decide what your agents are told to do, you can read every conversation, and you can take over at any time. You are responsible for the replies your agents send in your name.

The service depends on platforms we don’t control, such as WhatsApp, Instagram, telephone networks and AI providers. When they are down or change their rules, parts of the service may stop working.

When you use Pixl, you are responsible for:

• having a lawful basis, and the consent the law requires, for every person you message or call through Pixl, and keeping proof of it;
• telling your customers and patients how their data is used, including that they may be talking to an AI and that calls are recorded;
• honouring opt-outs. Pixl stops WhatsApp messages to anyone who replies STOP, and you must not work around that;
• the accuracy of what you give your agents: prices, timings, offers, and medical or other professional information;
• following the laws that apply to your business and your marketing, including consumer protection and advertising rules.

If you run a clinic or another healthcare business:

• Pixl is a front desk, not a clinician. For healthcare businesses, agents are instructed not to diagnose, prescribe, recommend doses or promise results, and to point emergencies to 108 or 112. You must not instruct an agent to do otherwise, and you remain responsible for all medical advice and decisions.
• You are the data fiduciary for your patients’ data. You must get the consent the law requires before collecting health information, including for the transfer abroad described in our privacy policy.
• Claims about treatments and outcomes in your knowledge, campaigns and ads must follow the rules for medical professionals and advertising that apply to you.

[[OWNER: lawyer — clinic-specific terms: medical-council rules on soliciting patients, liability for AI-written replies, and the patient-consent duty]]

You must not use Pixl to:

• send spam, message people who haven’t agreed to hear from you, or message people who opted out;
• message or call purchased, scraped or otherwise unconsented lists;
• break the law, or Meta’s WhatsApp Business, Commerce and Messenger policies or any other platform’s rules;
• mislead people, including by pretending an AI is a human when asked, or impersonating someone else;
• harass, threaten or discriminate against anyone, or send unlawful, hateful or sexually explicit content;
• collect passwords, card numbers or government ID numbers through an agent;
• interfere with the service, get around its limits, or reverse-engineer it;
• resell the service unless we have agreed in writing.

We may remove content, pause an agent, campaign or number, or suspend an account to stop a breach of this section or to protect people or the service.

Phone calls are subject to telecom rules, including TRAI’s rules on commercial communications. Pixl only places and answers calls in the ways we have made available, and we may limit, pause or switch off calling features to comply with those rules. You must have the consent required for each call you ask Pixl to make. Calls are recorded, and callers are told at the start of the call.

[[OWNER: lawyer — calling terms after the Telecom Act authorisation question (PR #899, Q1) is answered]]

When you connect WhatsApp, Instagram, Messenger, Google, Shopify or any other platform, your use of it is also governed by that platform’s terms, and that platform is responsible for its own service. Meta charges for some WhatsApp messages; how those charges reach you is shown on your plan and billing pages. [[OWNER: how Meta’s WhatsApp charges are billed to customers (paid to Meta directly, or through Pixl)]]

• Paid plans and their prices are shown in the app. Plans include monthly credits that the service uses as it works; what uses credits is shown in the app.
• Prices exclude GST and other taxes, which we add where they apply. Payment is through our payment processor, Razorpay.
• Subscriptions renew automatically for the same period until you cancel. A cancellation takes effect at the end of the period you have paid for.
• Except for the pilot promise below, or where the law requires, fees are not refundable. [[OWNER: lawyer — refund terms]]
• If a payment fails, we may pause paid features until it is made. We will tell you before we change the price of your plan.

A pilot is 14 days of the service, set up with you, for a fixed fee (₹9,999 plus GST, unless your order says otherwise). It comes with this promise:

At least 95% of new enquiries will get a first reply within 60 seconds of Pixl receiving them, or we refund the pilot fee.

How it is measured

• Which messages: messages from your customers on the WhatsApp, Instagram and Messenger accounts you connected to Pixl during the pilot, on threads an AI agent is set to answer.
• A new enquiry is a customer’s message with no other message from them in the same conversation in the 24 hours before it.
• The clock starts when Pixl receives the message from the platform.
• An answer is a reply that responds to the customer, written by the AI agent or by your staff, and sent successfully (on WhatsApp, also delivered). Automatic greetings, holding messages sent after an error, follow-ups and campaign messages don’t count as answers.
• The rate is the one on your Results page for the pilot period. We also share it in a report at the end of the pilot.

What isn’t covered

• Leads from ad forms (they get your WhatsApp welcome message, which is not part of the promise), email and phone calls.
• Messages to a number or account you left without an AI agent, which are for your team to answer.
• Enquiries that arrived while WhatsApp, Instagram or Messenger had an outage we don’t control. We take them out of the rate, and tell you which ones.

Claiming

1. Write to us within 7 days after the pilot ends.
2. If the rate was below 95%, we refund the pilot fee within 14 days, to the original payment method.

[[OWNER: lawyer — the outage exclusion, the claim window, and how the GST is refunded]]

Your content (your conversations, contacts, files, recordings and everything else your business puts into Pixl) belongs to you or to the people it came from. You give us permission to host, copy, process and transmit it only to provide and support the service and as our data processing agreement describes. We don’t use it to train AI models.

We may create aggregate statistics that don’t identify you or anyone in your data, and use them to improve and describe the service. [[OWNER: lawyer — aggregate-statistics clause]]

You can download a copy of your account data from Settings at any time. If you need other data out of Pixl before you leave, ask us and we will help.

We own the service, the software and our brand. These terms give you the right to use the service while your account is active; they don’t transfer any ownership. If you send us ideas or feedback, we may use them without owing you anything.

Each of us will keep the other’s non-public information confidential, use it only for this agreement, and protect it at least as carefully as our own. This doesn’t cover information that is public, was already known, or must be disclosed by law (with notice to the other side where allowed).

• You can stop using Pixl and delete your account at any time in Settings.
• We may suspend or close your account if you seriously or repeatedly break these terms, don’t pay, or if your use puts people, the service or our standing with a platform at risk. Where we can, we will warn you first and give you a chance to fix the problem.
• When your account is deleted, the workspaces that only you own are permanently deleted about 30 days later, including your colleagues’ work in them. Download anything you want to keep before then. Invoices are kept as the law requires.
• Sections that by their nature should survive (fees owed, confidentiality, liability, indemnity, governing law) survive the end of this agreement.

We provide the service with reasonable skill and care. Beyond that, and as far as the law allows, the service is provided “as is”. We don’t promise it will be uninterrupted or error-free, or that AI output will be accurate, and we exclude all other warranties, express or implied. The pilot promise above is the only performance commitment we make unless a signed order says otherwise.

As far as the law allows:

• neither of us is liable for indirect or consequential losses, or for lost profits, revenue, data or goodwill;
• our total liability for all claims under this agreement is limited to the fees you paid us in the 12 months before the claim arose.

These limits don’t apply to liability that can’t be limited by law, or to your payment obligations and your indemnity below. [[OWNER: lawyer — liability cap amount and carve-outs]]

You will defend and compensate us against claims by third parties (including your customers, patients and regulators) arising from your content, your instructions to your agents, messages or calls made without the required consent, or your breach of these terms or the law. [[OWNER: lawyer — indemnity scope, and whether Pixl gives a reciprocal IP indemnity]]

These terms are governed by the laws of India. [[OWNER: lawyer: governing law, the seat of the courts (New Delhi?) and whether disputes go to arbitration]]

We may update these terms. If a change matters, we will tell account owners by email or in the app at least 15 days before it takes effect. If you keep using the service after that, the new terms apply; if you don’t agree, you can close your account.

• These terms, with the documents they refer to and any order form, are the whole agreement between us about the service.
• You may not transfer this agreement without our consent. We may transfer it to a company that takes over our business.
• Neither of us is responsible for delays caused by events outside our reasonable control.
• If part of these terms can’t be enforced, the rest still applies.
• We send notices to your account email; you send them to the address below.