Terms of service

1. Definitions

• “Service” — the VICIfast web platform, the customer-facing VICIdial server we provision on your behalf, the mobile softphone, and any associated APIs or documentation.
• “Customer” — the legal entity or individual who signs up for an account and pays the subscription fee.
• “Server” — the single-tenant VICIdial instance we provision for the Customer on commercial cloud infrastructure (see the sub-processors list for the named provider).
• “Agent” — a user (typically a Customer employee) who signs into a Server through VICIfast’s web agent portal or mobile softphone.
• “Carrier” — the third-party voice-termination provider you choose and contract with directly. VICIfast does not sell carrier services.

2. The service

VICIfast provisions, configures, and maintains a dedicated VICIdial Server for each Customer. We handle the operating system, the VICIdial install, TLS certificate issuance, automated patching, daily backups, the mobile softphone, and the management dashboard. You are responsible for the way you use the Server — your campaigns, your contact lists, your agents, your call recordings, and your compliance with all telecom regulation in the jurisdictions you dial into.

Each Server is single-tenant; you do not share Asterisk, MySQL, or recordings storage with any other Customer. Recordings remain on your Server and are never copied to VICIfast infrastructure.

3. Account & eligibility

• You must be at least 18 and able to enter into a binding contract.
• You are responsible for the accuracy of the information on your account, including your billing address (used for tax calculation) and contact email (used for service notices).
• You are responsible for keeping account credentials confidential. Notify support@vicifast.com promptly of any unauthorized access.
• One account, one Customer. Reselling, rebranding, or sub-letting VICIfast to third parties is permitted only under our separate Reseller programme — contact support for terms.

4. Fees, billing, taxes

• Subscription fees are charged in advance for each billing period (typically monthly) on a recurring basis via Stripe. The current price for each plan is shown at vicifast.com/pricing at the time of purchase.
• Applicable sales tax / VAT / GST is added automatically via Stripe Tax based on the billing address you provide.
• Add-ons (additional volumes, extra IPs, snapshots, premium support tiers) are charged at the rate shown at the time of order; pro-rated for partial periods.
• Failed payment triggers automatic dunning — we retry the card up to four times across the standard Stripe schedule. After repeated failure the Server enters PAST_DUE status (continued operation, dunning emails) and ultimately SUSPENDED (powered off; data retained for the grace window).

5. Refunds

The single documented refund is the provisioning-failure auto-refund — if a paid order fails to reach ACTIVE status within one hour of payment, we refund the order automatically and the account is closed.

Outside of that, VICIfast does not offer refunds, pro-rata credit, or partial credits on cancellation. Cancelling mid-period stops the next billing cycle but does not entitle you to a refund for the current period. Promo / discount codes are non-refundable.

6. Cancellation & data retention

• You may cancel any time from your dashboard. Service continues through the end of the current paid period.
• On termination, your Server is powered off and queued for deletion. Snapshots and backups are retained for the grace window listed at /dashboard/billing (default 7 days) so you can request reinstatement; after that they are permanently deleted.
• Financial records (invoices, payment events) are retained for 7 years to meet tax and accounting obligations even after the account is closed.

7. Acceptable use

You will not use the Service to:

• Make calls that violate any applicable law (TCPA, TSR, GDPR-style consent rules, DNC obligations, recording-consent statutes, country-specific telemarketing rules);
• Run robocalling, vishing, fraud-as-a-service, or any campaign that misrepresents caller identity (caller-ID spoofing, neighbour spoofing) where prohibited;
• Send spam (SMS or email) or otherwise abuse Carrier or messaging routes;
• Attack, scan, or attempt to compromise VICIfast infrastructure or other Customer Servers;
• Resell, redistribute, or otherwise commercialise the Service outside the Reseller programme;
• Use the Service for any unlawful purpose under the laws of the jurisdictions in which you operate or dial into.

We may suspend or terminate the account immediately without refund for any breach of this section. We will, when reasonably practical, give you notice and an opportunity to cure first.

8. Telecom regulation — your responsibility

VICIfast provides hosting infrastructure. We do not sell carrier services, terminate calls, broker numbers, or process telephony-regulated transactions on your behalf. You alone are responsible for:

• Consent collection and proof (TCPA, TSR, GDPR e-Privacy, etc.);
• DNC list scrubbing (federal, state, internal, vendor-provided);
• Recording-consent notices in two-party-consent jurisdictions;
• STIR/SHAKEN attestation and KYC with your Carrier;
• International rules (Ofcom in the UK, ACMA in Australia, TRAI in India, the EU e-Privacy framework, etc.) for any number you dial.

9. Customer data, recordings, and IP

You retain ownership of all data you put into the Service: contact lists, recordings, agent activity, custom dispositions, dialer configuration, and so on. We make no claim to it.

We process your data only to operate the Service. See the Privacy policy for what we collect and the Data processing addendum for the controller/processor split. You may export everything we have about you and request anonymization any time from your dashboard.

10. Mobile softphone

• The VICIfastmobile softphone is provided free of charge to Agents of paying Customers, for use only with the Customer’s VICIfast-hosted Server. It is not a stand-alone product and does not work with arbitrary VICIdial deployments.
• We grant Agents a non-exclusive, non-transferable, revocable licence to install and use the app on devices they own or control. Reverse-engineering, redistributing the APK / IPA, or repackaging the app under another brand is not permitted.
• The Customer is responsible for telling Agents when access has been revoked (employee departure, role change). Agents’ VICIdial credentials are the gating layer; once you disable the account in VICIdial, the next mobile sign-in attempt fails and the local session is wiped.

11. Suspension & termination

We may suspend or terminate your account or Server:

• For non-payment, after the dunning grace window expires (§4);
• For a material breach of §7 (Acceptable use) or §8 (Telecom regulation);
• If we are required to do so by law, court order, or regulatory action;
• If the Service is being used to attack or destabilise other Customers’ data or the VICIfast infrastructure.

You may terminate at any time from your dashboard. The cancellation and data-retention rules in §6 apply.

12. Warranties & disclaimers

The Service is provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, secure, or error-free. We do not warrant call quality, which depends on your Carrier, network, and call-routing choices.

Backups and snapshots are provided as a convenience and are best-effort. You are responsible for maintaining your own off-platform backups of any data you cannot afford to lose.

13. Limitation of liability

To the maximum extent permitted by law, VICIfast’s total cumulative liability arising out of or in connection with the Service (whether in contract, tort, or otherwise) is limited to the amount you actually paid VICIfast in the twelve months immediately preceding the event giving rise to the claim.

In no event will VICIfast be liable for indirect, incidental, special, consequential, exemplary, or punitive damages — including but not limited to lost profits, lost revenue, lost data, business interruption, or regulatory fines incurred by your call-centre operations.

14. Indemnification

You will defend, indemnify, and hold harmless VICIfast, its affiliates, officers, and employees from any claim, loss, or expense (including reasonable legal fees) arising out of your use of the Service, your call-centre operations, your violation of §7 (Acceptable use) or §8 (Telecom regulation), or your infringement of any third party’s rights.

15. Service level

We target reasonable uptime but do not contract a numeric SLA in these public terms. Customers on enterprise or annual plans may negotiate a separate written SLA with credits; in the absence of such a written SLA no service credits are owed for downtime. See the status page for current availability and incident history.

16. Changes to these terms

We may update these terms from time to time. Non-material changes (typos, clarifications, structural reorganisation) take effect immediately on publication here. Material changes (pricing, scope of service, liability allocation) take effect 30 days after notice, sent to your account email and posted on this page with an updated date. Continued use of the Service after the effective date constitutes acceptance.

17. Governing law & disputes

These terms are governed by the laws of India, without regard to conflict-of-laws principles. The courts at Bangalore, Karnataka have exclusive jurisdiction over any dispute arising out of or relating to the Service or these terms, except that either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

18. Miscellaneous

• Entire agreement — these terms, together with the Privacy policy and DPA, are the entire agreement between you and VICIfast regarding the Service and supersede all prior agreements.
• Severability — if any provision is held unenforceable, the remaining provisions remain in full force.
• Assignment — you may not assign or transfer these terms without our written consent. We may assign in connection with a merger, acquisition, or sale of assets.
• No waiver — our failure to enforce any provision is not a waiver of that or any other provision.
• Force majeure — neither party is liable for delays or failures caused by events beyond reasonable control (natural disasters, large-scale internet outages, government action, cloud-provider failures of the upstream we use).
• Notices — we send service notices to the contact email on your account; you may send legal notices to support@vicifast.com.

Contact

Questions about these terms: support@vicifast.com