Legal

Terms of Service

Effective date: 4 May 2026

These Terms of Service (the “Terms”) form a binding agreement between Kulp Labs Private Limited, a company incorporated in India with its registered office at Runwal Gardens, Kalyan-Shil Road, Dombivli 421204, Maharashtra, India (“Kulp Labs”, “Frontel”, “we”, “us”, “our”), and the person or entity that registers for, accesses, or uses the Frontel platform (“you”, “your”, or the “Customer”).

By signing up for an account, clicking a button to indicate acceptance, forwarding calls to a Frontel-provisioned number, or otherwise using the Service, you agree to be bound by these Terms. If you are accepting on behalf of a clinic, hospital, or other organisation, you represent that you have the authority to bind that organisation.

1. The Service

Frontel is an AI voice-receptionist platform. It answers inbound calls on a phone number you forward to us, conducts a conversation with the caller in one or more supported languages, books appointments into a calendar, sends notifications by email or messaging channels, and produces transcripts, recordings, and summaries that are made available to you in a web dashboard. The Service is offered to clinics, hospitals, gyms, restaurants, salons, spas, real-estate businesses, retailers, and other small businesses (each a “Tenant”).

We may update, modify, or discontinue features from time to time. We will not make changes that materially reduce the core functionality of the plan you are paying for without notice.

2. Accounts, Memberships and Authorised Users

To use the Service, an authorised individual must create a user account using email one-time passcode (OTP) or Google Sign-In. The first user to register a Tenant becomes its Owner and may invite additional members as Owners or Staff. You are responsible for:

  • keeping authentication factors (email inbox, Google account, passwords on those accounts) secure;
  • all activity that occurs under your account or any account you have invited to your Tenant;
  • ensuring that every individual you invite is an employee, contractor, or other authorised representative of the Tenant.

We may suspend an account that we reasonably believe has been compromised, used to access another Tenant without authorisation, or used to abuse the Service.

3. Free Trial, Fees and Refunds

New Tenants may be offered a 14-day free trial. At the end of the trial, the Service will continue on the plan you select and you will be charged the applicable monthly fee. Current pricing is published on our website; we may change prices on 30 days’ prior notice for the next billing cycle.

All fees are exclusive of applicable taxes (including GST), which you are responsible for paying. We bill in Indian Rupees unless otherwise agreed in writing.

30-day money-back guarantee. If you are not satisfied with the Service in your first 30 days of paid use, write to us at hello@frontel.in and we will refund the fees paid for that first month. Beyond the first 30 days, fees are non-refundable except where required by law. You can cancel the Service at any time from the dashboard or by writing to us; on cancellation, the Service will continue to be available until the end of the then-current paid period.

4. Telephony, Number Forwarding and Lawful Use

Frontel relies on regulated telecommunications providers to receive and place calls. You agree that:

  • any phone number you forward to Frontel is one that you own, lease, or are otherwise authorised to use, and that any required intimation, registration, or KYC with your telecom operator is your responsibility;
  • you will not use the Service to make unsolicited commercial calls in violation of TRAI’s Telecom Commercial Communications Customer Preference Regulations (TCCCPR), nor to make calls of a fraudulent, harassing, defamatory, obscene, or unlawful nature;
  • for any outbound call placed via the Service (for example, appointment reminders or follow-up callbacks), you have a lawful basis and, where required, the recipient’s prior consent to be contacted on that number;
  • you will not use the Service to provide medical advice or diagnoses. Frontel is a scheduling and information assistant, not a medical practitioner, and is configured to refuse clinical-advice requests.

5. Call Recording, Transcription and Caller Notice

The Service records and transcribes calls between callers and the AI agent so that you can review what was said, generate summaries, and improve service quality. You are responsible for ensuring that callers are given appropriate notice that the call is handled by an AI assistant and may be recorded — for example, via the AI agent’s opening greeting (which you can configure), an IVR pre-roll, signage at your premises, or your own privacy notice. We provide default greetings that include such a notice; if you customise them, the responsibility to retain a notice rests with you.

6. Customer Data and Tenant Content

“Customer Data” means all data submitted to or generated through the Service in connection with your account, including your business configuration, doctor and staff lists, services and pricing, hours, FAQs, system-prompt overrides, calendars, appointments, callback queues, and the call recordings, transcripts, summaries, and patient/caller records produced by use of the Service.

As between you and us, you own and remain responsible for Customer Data. You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, process, display, and otherwise use Customer Data solely as necessary to provide, secure, maintain, and improve the Service for you, to enforce these Terms, and to comply with law. We do not sell Customer Data, do not use Customer Data to train general-purpose foundation models, and do not share it with third parties except as described in our Privacy Policy.

7. Roles under the DPDP Act

Where the Service is used to handle personal data of patients, clients, customers, or other end-callers (“End Users”) of a Tenant, the Tenant acts as the Data Fiduciary for that personal data and Frontel acts as a Data Processor processing such personal data on the Tenant’s behalf and instructions. The Tenant is responsible for notice to and consent from its End Users, for responding to End-User rights requests, and for the lawfulness of the underlying processing. Frontel will assist the Tenant with such requests as set out in the Privacy Policy.

8. Acceptable Use

You will not, and will not permit anyone to:

  • use the Service to store, transmit, or generate content that is unlawful, infringing, defamatory, obscene, or harmful to minors;
  • attempt to access another Tenant’s data, reverse-engineer the Service, probe or test it for vulnerabilities without our written permission, or interfere with its operation;
  • resell, sublicense, or expose the Service as a generic AI agent to third parties outside the operation of your business;
  • impersonate another person or business, or configure the AI agent in a way that misleads callers about the identity of the business they have called;
  • use the Service in connection with safety-critical or emergency services. The AI is not a substitute for emergency response; in a medical emergency, callers should be directed to dial 112 or the appropriate local emergency number.

9. Third-Party Integrations

The Service integrates with third-party platforms (for example, Google Calendar, telephony carriers, and email providers). Your use of those integrations is subject to the third party’s terms, and we are not responsible for the availability or behaviour of third-party systems. You are responsible for maintaining the credentials and authorisations you connect to the Service.

10. Service Levels and Availability

We aim to keep the Service highly available, but we do not promise uninterrupted operation. Telephony quality, latency, and call handling depend on third-party carriers, internet connectivity, and upstream AI providers. Scheduled maintenance, force-majeure events, and faults outside our reasonable control are excluded from any availability commitment unless a separate written service-level agreement applies.

11. Confidentiality

Each party will protect the other’s non-public business and technical information disclosed under these Terms with at least the care it uses for its own confidential information of like kind, and use it only to perform under these Terms. This obligation does not apply to information that is or becomes public through no fault of the receiving party, was already known without obligation of confidentiality, or is independently developed.

12. Intellectual Property

The Service, the Frontel name and logos, our software, prompts, models, dashboards, documentation, and all related intellectual property are owned by Kulp Labs and our licensors. We grant you a non-exclusive, non-transferable right to use the Service during your subscription, solely for your internal business use. No other licence is granted.

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, worldwide, royalty-free licence to use them without obligation, as long as we do so without identifying you.

13. Suspension and Termination

We may suspend the Service or terminate these Terms with immediate effect if you (a) fail to pay fees within 7 days of the due date after notice, (b) materially breach these Terms and do not cure within 7 days of notice, or (c) use the Service in a way that we reasonably believe creates a legal, security, or telecommunications-compliance risk. You may terminate at any time from the dashboard.

On termination, your right to access the Service ends. We will retain and delete Customer Data as described in the Privacy Policy. Sections that by their nature should survive (fees accrued, intellectual property, confidentiality, indemnity, limitation of liability, governing law) will survive termination.

14. Disclaimers

Except as expressly set out in these Terms, the Service is provided “as is” and “as available”, without warranties of any kind, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement. AI-generated outputs (transcripts, summaries, suggested actions) may be incomplete or incorrect; you are responsible for reviewing them before relying on them for clinical, financial, or operational decisions.

15. Limitation of Liability

To the fullest extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, or data, arising out of or related to these Terms, even if advised of the possibility. Each party’s aggregate liability under these Terms will not exceed the fees paid or payable by you to us for the Service in the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these Terms limits liability for fraud, gross negligence, wilful misconduct, or any liability that cannot be excluded under applicable law.

16. Indemnity

You will defend, indemnify, and hold harmless Kulp Labs and its directors, employees, and agents from and against any third-party claims, damages, and reasonable legal costs arising out of (a) your use of the Service in breach of these Terms, (b) Customer Data, including any claim that Customer Data infringes or violates the rights of a third party, or (c) calls placed or received using the Service in violation of telecommunications, consumer-protection, or privacy law.

17. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. The courts at Thane, Maharashtra will have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, subject to either party’s right to seek injunctive relief in any competent court.

18. Changes to These Terms

We may update these Terms from time to time. If a change is material, we will give you reasonable advance notice (for example, by email to the account Owner or a notice in the dashboard). Continued use of the Service after the effective date of the update means you accept the updated Terms.

19. Miscellaneous

These Terms (together with the Privacy Policy and any order form signed between us) are the entire agreement between the parties and supersede prior discussions on the subject. If any provision is found unenforceable, the remainder remains in effect. Neither party may assign these Terms without the other’s prior written consent, except to a successor in connection with a merger, acquisition, or sale of substantially all assets. Failure to enforce any right is not a waiver. Notices to us should be sent to hello@frontel.in and to the registered office above.

20. Contact

Kulp Labs Private Limited
Runwal Gardens, Kalyan-Shil Road
Dombivli 421204, Maharashtra, India
Email: hello@frontel.in