Terms of Service

1. Who may use the Service

You must have legal capacity to enter into these Terms. The Service is intended for legitimate business and organisational communication. If you are an agent or caller using a room provided by a business, your use is also subject to that business's instructions and policies.

2. Accounts, rooms, and access

• Managers must provide accurate account information and keep it current.
• You are responsible for safeguarding passwords, agent access, room links, and API keys, and for activity carried out through your account.
• Agent links and caller links must be shared only for their intended purpose. API keys must never be embedded in public websites, browser bundles, or mobile applications.
• You must promptly remove former agents, revoke compromised credentials, and tell us if you suspect unauthorised access.
• You may not transfer, resell, or provide access to the Service in a misleading or unlawful manner without our written agreement.

3. How the Service works

Frecall allows a business to create call rooms, add agents, share a browser-based caller link, place callers in a queue, connect real-time audio, review service activity, and, when enabled, record calls. Features may depend on browser support, microphone permission, network quality, account balance, room availability, and third-party infrastructure.

A caller does not need a Frecall account to join a public caller link. The business operating the room is responsible for the customer relationship, the reason for the call, agent conduct, information requested during the call, and any commitments made by its agents.

4. Call recording responsibilities

Recording may be enabled for a room or call. Before recording, the business operating the room must identify an appropriate lawful basis and provide any notice, consent choice, internal policy, or regulatory disclosure required for its use case and the people involved.

Frecall provides a pre-join recording and monitoring notice, but that notice does not replace the business's responsibility to assess applicable law, tell agents about workplace monitoring, restrict reviewer access, respond to data rights requests, and set an appropriate retention period.

Recordings are not guaranteed. The business must not rely on Frecall as its only legally required archive or evidence system. A recording may be unavailable because of network interruption, browser behaviour, a short or abandoned call, storage delay, provider failure, or another technical condition.

5. Charges, balances, and bundles

Connected call time is charged to the business account at the price shown in the manager workspace or an applicable written order. Usage may first reduce an available minute bundle and may then reduce wallet value. Taxes, payment-provider charges, or other fees may apply where displayed during payment.

• Prices, bundle thresholds, promotions, and included minutes may change for future purchases. The checkout or manager workspace controls if it differs from general website copy.
• You are responsible for maintaining enough balance or minutes to keep rooms available.
• Payment processing may be provided by Flutterwave or another payment provider under that provider's terms.
• Except where law requires otherwise, consumed call time and completed service usage are non-refundable.
• If a payment succeeds but is not reflected correctly, contact support with the transaction reference so it can be investigated.

6. Acceptable use

You must not use the Service to:

• break the law, facilitate fraud, impersonate another person, or misrepresent caller identity;
• harass, threaten, discriminate against, exploit, or harm another person;
• make unsolicited calls or communications in breach of applicable marketing or communications rules;
• collect sensitive data without a valid purpose, lawful basis, and appropriate safeguards;
• record a person without giving required notice or obtaining required consent;
• upload malware, probe security, bypass access controls, interfere with queues or calls, or overload the Service;
• reverse engineer or misuse APIs except where applicable law expressly permits it;
• share recording links, API keys, agent links, or customer data with unauthorised people; or
• use the Service in a way that creates material risk to Frecall, its providers, or other users.

We may investigate suspected misuse and restrict access where reasonably necessary to protect users, the Service, or legal rights.

7. Customer data and intellectual property

You retain rights in content and business data you provide to Frecall. You grant Frecall the limited rights needed to host, transmit, record where authorised, analyse, back up, and otherwise process that content to provide and secure the Service.

Frecall and its licensors retain all rights in the Service, brand, software, interfaces, documentation, and platform improvements. These Terms do not transfer ownership of Frecall technology to you.

Feedback may be used to improve the Service without restriction, provided we do not publicly identify you without permission.

8. Availability, changes, and third-party services

We aim to provide a reliable service but do not promise uninterrupted or error-free operation. Calls may be affected by internet connectivity, device power management, browser restrictions, microphone permissions, mobile operating-system background limits, or third-party services.

We may maintain, change, add, suspend, or discontinue features where reasonably necessary. We will try to give appropriate notice of material changes that adversely affect paid use. Embedded waiting media and external links are governed by the relevant third party's terms.

9. Confidentiality and security

Each party must use reasonable care to protect confidential information received from the other and use it only for the relationship covered by these Terms. This does not apply to information that is public without breach, already lawfully known, independently developed, or lawfully received from another source.

You must configure access responsibly and follow reasonable security instructions. We may require credential rotation or other corrective action if an account or integration presents a security risk.

10. Disclaimers and limitation of liability

To the extent permitted by law, the Service is provided on an "as available" basis. We do not warrant that every call will connect, remain connected in the background, be recorded, or produce complete analytics on every device or network.

Nothing in these Terms excludes liability that cannot lawfully be excluded. To the extent permitted by law, neither party is liable for indirect, incidental, special, exemplary, or consequential loss, or for lost profits, revenue, goodwill, or data, arising from the Service.

To the extent permitted by law, Frecall's aggregate liability arising from the Service will not exceed the amount paid to Frecall for the Service during the three months before the event giving rise to the claim. This limit does not apply where a different limit is required by law or expressly agreed in writing.

11. Indemnity

If you operate a business account, you will be responsible for claims and reasonable costs arising from your unlawful use of the Service, your call content, your failure to provide required recording or privacy notices, or your violation of another person's rights, except to the extent caused by Frecall's own breach.

12. Suspension and termination

You may stop using the Service at any time. You may contact support to request account closure. We may suspend or terminate access for material breach, fraud, security risk, legal requirement, non-payment, or conduct that threatens the Service or other users.

Provisions concerning payment obligations, intellectual property, confidentiality, disclaimers, liability, disputes, and any terms that by their nature should survive will continue after termination. Data handling after closure is described in the Privacy Policy.

13. Governing law and disputes

These Terms are governed by the laws of the Federal Republic of Nigeria. Before starting formal proceedings, the parties should attempt in good faith to resolve a dispute by written notice and discussion. Courts with competent jurisdiction in Lagos State, Nigeria will have jurisdiction, except where applicable consumer law requires another forum.

14. Changes and general terms

We may update these Terms. Material changes will apply from the stated effective date, and continued use after that date constitutes acceptance where permitted by law. If a provision is unenforceable, the remaining provisions remain effective. Failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them as part of a reorganisation, financing, merger, or transfer of the Service.