Fair Use Policy - Agentive

In short

Agentive is for talking to your own customers and to people who asked to hear from you. Cold calling, spam, and calls or messages to strangers or purchased lists are not allowed.
"Unlimited calling" means calls your named users make by hand within India. Section 2 gives the real limits.
Loan recovery and debt collection, fraud, impersonation, harassment, political and religious campaigning, betting and adult services are banned.
The same rules cover every kind of calling and messaging. A call or message that promotes or sells needs the person's clear consent, and you must respect the do-not-disturb register. STOP is final on every channel.
Campaigns, dialer calls, voice broadcasts and outgoing AI calls run only from 09:00 to 21:00 IST. Promotional SMS and WhatsApp marketing keep the same hours. A verification code the person has just asked for may go at any hour. We may pause anything that draws complaints.
You get the right to use your numbers, not ownership. India only. Not for emergency calls.
If you do anything illegal, we may cancel your account with no refund. If we find loan recovery, cold calling or similar misuse, we may switch off your outgoing calls until it is resolved, or cancel the account, with no refund.
On a complaint you have 2 working days to show proof. A breach can cancel any money-back offer in the Refund Policy. Billing mistakes are still corrected. Anyone can report abuse to hello@agentive.co.in.

1. What this policy is and who it covers

This policy sets the rules of conduct for Agentive Voice, Agentive Chat (including WhatsApp), Agentive CRM, our mobile apps, APIs and webhooks. It is part of our Terms of Service. You accept it when you accept the Terms, and section 2 of the Terms says how: by using the service, paying for it or completing business verification (KYC). The declaration you read and sign at KYC names this policy as well. "We" means Mannan Technologies Private Limited, which runs Agentive. You are responsible for every user, AI agent, campaign, template and integration on your account.

The rules are strict because numbers and WhatsApp access come through licensed telecom operators and Meta. If one customer misuses them, operators can act against everyone's lines.

2. What "unlimited calling" means

"Unlimited calling" means manual, person-to-person business calls by your named users to numbers within India. On half-yearly and yearly terms these calls have no minute cap. The single month of the Business Phone plan at ₹999 is a limited-time offer. For that month it carries the same unlimited incoming and outgoing calling as the half-yearly term. The real limits are:

Quarterly term. On Business Phone and on Phone + CRM, the quarterly term is not unlimited. It includes 2 hours of outgoing calls a day for the whole account, reset at midnight IST. Every outgoing call your team is on counts, including auto dialer calls and calls bridged to a mobile phone. After that, outgoing calls cost ₹20 an hour from your wallet, charged by the minute (part of a minute counts as a full minute), and are refused while the wallet is empty. Incoming calls are not capped.
Lines. Your account has as many lines as users, for incoming and outgoing calls together. A call forwarded or bridged to a mobile phone uses two. If traffic on your account looks abnormal, the platform may halve your incoming lines for up to 30 minutes to protect the network.
Metered products. AI voice agent calls, AI and broadcast campaigns, verification-code calls and SMS are never "unlimited". They are paid for from packs or your wallet.
Auto dialer. This paid add-on queues your contact list for your team. A person handles every call, so these are manual calls with no per-minute charge of their own. On a quarterly term they use the same daily allowance, and cost the same ₹20 an hour after it. Sections 3 to 5 still apply.

Apart from the quarterly allowance, and any daily allowance written in your order, we apply no minute cap to manual calling, so we publish none. We look at the pattern. If usage looks automated, meaning something no person could dial by hand, such as round-the-clock dialling, we contact you first. Auto dialer calls do not count as automated for this. If it continues, we may move that traffic to our metered campaign products, at that product's published rates, from a date we give you in writing beforehand. You can stop the traffic instead. We never backdate charges. Several people on one login is a breach of section 4, and we ask you to add users.

3. Who you may call or message

You may contact:

your existing customers;
people who made an enquiry to your business that you can verify;
people who gave clear consent to hear from you.

This is the outer limit, and it is the same for every kind of calling and messaging on Agentive: a call made by hand, a dialer call, a campaign, a voice broadcast, an AI agent call, an SMS or a WhatsApp message. A call or message that promotes or sells also needs the person's clear consent (below). A WhatsApp message of any kind also needs the person's agreement (section 7). If we approved you to call for a client (section 4), read "your" as that client's. Keep the proof, such as a dated form entry, order, invoice or chat, and send it within 2 working days when we ask.

Enquiries. A lead is an enquiry to your business when the person filled in your own form or ad form, or asked a marketplace or listing site to put them in touch with sellers like you and the site passed that request to you. Keep the lead record the site gave you. A file of names and numbers sold or passed around in bulk is a purchased list, however it is described.

An enquiry does not last for ever. TRAI's 2026 amendment to its commercial communications regulations (TCCCPR) counts an enquiry as a reason to call for only seven days, once it takes effect, and only one made in writing or online (a form, message, e-mail or chat) that you have kept. If someone enquires by phone or in person, keep the call record or a note, and ask them to confirm by message that you may follow up. After the seven days you may call the person only if they have become your customer or agreed to stay in touch. So follow up quickly, and ask.

No cold calling. That means calling or messaging a person or business that has no relationship with you and did not ask to hear from you, to sell, promote, survey or ask for money. A number being public on a website, directory or map listing is not consent. Purchased, rented, shared or scraped lists are not allowed, whatever the seller says about consent. No call or message goes to a stranger or to such a list. This rule has no exception.

Calls and messages that promote or sell. A call or message that promotes or sells needs the person's clear consent to hear offers from your business, and you must respect the do-not-disturb register (below). The rule is the same whether a person on your team dials the call, the auto dialer queues it, or a campaign, a voice broadcast or an AI agent places it. Keep the proof of consent, and tell the person how to stop further calls or messages. A service message, a reminder or a follow-up to the person's own enquiry needs no more than the relationship. A call or message that mixes a service message with an offer counts as promotional under TRAI's rules.

The do-not-disturb register. A person on the national do-not-disturb (DND) register must not get a promotional call or SMS unless they gave your business clear consent. We do not check your lists against the register. Checking is your duty.

STOP is final on every channel. When a person tells you to stop, in any words and on any channel, all promotional contact with them ends on every channel. A necessary service message about an existing order is still allowed. Only the person can opt back in.

4. Things you must never do

These are banned on every product and channel. So is any other use that breaks Indian law.

Unwanted contact

Cold calling, spam and bulk messaging to strangers; purchased, rented, shared or scraped lists; sequential or random dialling.
A call or message that promotes or sells, to anyone who has not given clear consent to receive it (sections 3, 6 and 7).
Promotional contact with anyone who asked you to stop.

Loan recovery and debt collection

Calls or messages to recover or collect money owed on a loan, EMI, credit card, chit fund, pay-later plan or any other money lent, whether owed to you or to your client, before or after the due date. This includes calls to the borrower's family, employer, references or contacts.
Collecting any kind of debt for someone else.

Reminding your own customer about your own unpaid invoice for goods or services, including goods you sold on credit terms, is allowed. It must not be repeated to pressure the person, and never covers money lent.

Harm and deception

Harassment, threats, abuse, or repeated calls meant to pressure or shame a person.
Fraud, scams and phishing, such as fake KYC updates, fake job or investment offers, and "digital arrest" calls.
Asking anyone for an OTP, PIN, password, CVV or card number, for any reason.
Asking for Aadhaar or PAN details, unless the person is your customer and the law requires you to collect them. Even then, never ask for a full Aadhaar number on a recorded call or on WhatsApp. Take a masked copy through your own secure channel.
Pretending to be a bank, the government, the police, a court, a courier, a telecom operator, or any brand or person you are not.

Unlawful content

Content that is obscene or harms children, invades someone's privacy, infringes someone's copyright or trade mark, deceives people about who it comes from, threatens public order or the security of India, or carries malware.

Businesses and campaigns we do not serve

Betting, gambling and real-money gaming; adult services; illegal goods; multi-level marketing and get-rich schemes.
Political, election and religious campaigning.

Misuse of numbers and the network

Changing, hiding or faking the caller ID. Number masking is allowed, because the person called still sees a number we allotted to you.
SIM boxes, grey routing, or any other way of bringing foreign calls into Indian numbers or avoiding licensed operators.
Reselling, renting, lending or sharing numbers, logins or accounts. A seat is for one named person, not for a shift.
Calling for other businesses (BPO or agency work) without our written approval, given by e-mail at or after KYC, that names each end client. KYC approval alone is not that approval. Ask again before you add a client.
Using our numbers to receive bank or payment OTPs, to open accounts in bulk on other apps, or to feed another dialer. Putting your number on your own WhatsApp Business, Google or directory profile is fine.
Attacking or overloading our systems, or opening extra accounts to get around these rules, or to take a first-purchase offer or a money-back refund more than once.

5. Campaigns, dialer, voice broadcast and AI voice agents

Hours. Campaigns, dialer calls, voice broadcasts and outgoing AI agent calls run only between 09:00 and 21:00 IST. The platform enforces this for campaigns, the dialer, broadcasts, and AI calls placed by campaign or through the API, and you cannot widen it. Only we can extend an account's hours, in writing, and only for calls the law allows then. The platform does not yet hold a single AI call that you start by hand from the dashboard, such as a test call, to these hours. Do not place one outside them.

Who you may reach. Section 3 applies to a campaign, a list that the auto dialer queues for your team, a voice broadcast and an AI agent call exactly as it applies to a call made by hand. Every list must hold only your own customers, people who enquired with you and people who agreed to hear from you. If the calls promote or sell, every person on the list must have given the clear consent section 3 asks for, and you must respect the do-not-disturb register.

Complaints. We may pause anything that draws complaints, at once. Section 13 says what happens next.

Automated calls. A call on which no person from your team speaks, such as a voice broadcast, an AI agent call or a recorded message, is an automated call. It must name your business at the start.

Verification codes. A call that only reads out a one-time code the person asked for in the last 30 minutes (our voice OTP API) is a transactional call, not a promotional one. It may be placed at any hour and need not name your business. This covers only a call that carries the code, how long the code is valid and, if you have set it, your business name, and nothing else. It must go only to the person who asked.

Automated-calling declaration. Telecom operators must be told in advance what automated calls are for. For this declaration only, automated calls are all calls that software starts: AI agent calls, campaigns, voice broadcasts, auto dialer and click-to-call calls, API calls and verification-code calls, even when a person then speaks on the call. This does not change how section 2 bills those calls. Tell us truthfully how you will use these features and give us any detail the operator asks for. We may hold your automated calling until you have given us what the declaration needs. The Terms of Service explain the rule.

AI voice agents. The agent's opening line must say that it is an AI assistant for your business and that the call is recorded. The platform does not add these words for you. The agent must never claim to be human or copy a real person's voice or identity. If the person asks for a human, it must offer a callback or a transfer. If the person asks not to be called again, it must mark them "do not call".

Safeguards. The platform spaces out voice broadcast dialling and never dials a contact marked "do not call" or a number on our do-not-disturb list. You cannot switch these off. You choose how many times a campaign retries an unanswered contact. Keep it low: repeated calls to one person are harassment under section 4. Splitting lists, rotating numbers or accounts, or scripting the API to get around these controls is a breach.

6. Bulk SMS

Every business that sends SMS must register as a sender on the operators' DLT platform, with its headers and templates. The registration is in your business's name and stays your responsibility. The Terms of Service explain set-up.

Send only your approved templates, under your own header.
Keep promotional content out of service and transactional templates.
Send promotional SMS only to people who agreed, between 09:00 and 21:00 IST, with a working opt-out. The operators' DLT platform may apply a narrower window, and theirs wins.
If an operator suspends your header or a template for misuse, do what its notice says within its deadline. We pause your SMS until the operator restores it.

7. WhatsApp

WhatsApp runs on your own WhatsApp Business Account, under your contract with Meta. You must follow Meta's WhatsApp Business Messaging Policy, including its list of restricted businesses, which changes from time to time.

Opt-in with evidence. Message only people who gave you their number and clearly agreed to receive WhatsApp messages from your business. Keep a record of when and where. STOP is final (section 3).
Honest templates. Do not dress up a promotion as a utility message.
Platform safeguards. On broadcasts and campaigns, including those triggered through the API, marketing templates are blocked to anyone who sent STOP and limited to 2 for each contact in 24 hours. During quiet hours (21:00 to 09:00 IST) a broadcast waits until morning, and an API request is refused so that your system can send it again after 09:00. You cannot change these settings. A template you send to one person from the inbox or a contact page, or as a test from the campaign screen, is not filtered this way, so check first that the person has not opted out. Re-importing a number, switching accounts, changing template category, or sending marketing templates one by one to get around the safeguards is a breach.
AI chat agent. It must serve your own business only, must not claim to be human, and must always offer a clear route to a human.

8. CRM and APIs

Lawful source for every lead. Every lead you add by file, form, ad, integration or API must come from a lawful source you can show. Section 3 applies from the moment of import.
API keys. Keep keys secret, and replace a key when staff leave or within 3 working days of our request. Stay within the published rate limits. Extra keys or accounts to get past a limit are a breach.
API calls and webhooks. A call your code starts through our API with no person on your side speaking, such as an AI agent call or a recorded message, is an automated call under section 5. Verification-code calls are excused only from the calling hours and from naming your business. Every other rule in section 5, including the declaration, applies to them. A click-to-call that your user starts and speaks on is that user's manual call, though the declaration covers it too. Send webhooks only to endpoints you control and secure.

9. Your numbers

You get the right to use your numbers for your own business, not ownership. You cannot sell, rent, lend or transfer them. The Terms of Service set out how numbers are allotted, withdrawn, replaced and released.
Numbers and calling are for use within India only. The service is not built for emergency calls, so do not rely on it to reach 112 or any other emergency number.
If RBI, SEBI, PFRDA or IRDAI regulates you, tell us before you start calling. Do not use our ordinary numbers for service and transactional calls that TRAI requires on the 1600 number series.

10. Honest KYC

Calling is switched on only after we approve your business verification (KYC). You have 14 days from the day you pay to complete and submit your verification. The Terms of Service, section 6, set out this clock, how long approval usually takes and what happens to your plan term if you miss that date, and the Refund Policy says what happens to your payment. Give true and complete details through an authorised signatory. You may use the service only for the use you described at KYC, and must tell us before you change it. Approving your KYC does not approve any use this policy bans, whatever you wrote in the form. If your business or planned use is one this policy bans, say so at KYC, before you start calling. We do not approve such an application, and the Refund Policy says when your payment is refunded.

We or an operator may ask you to verify again at any time, through fresh documents, a video call or a visit, with a deadline that can be as short as 3 working days. If you miss it, we may block outgoing calls or suspend the account until you do.

KYC details or documents that are forged or someone else's, or that you knew were false, lead to immediate suspension and may end in termination. They bring no refund, as the Refund Policy sets out, and we may report them to the operator and the authorities. An honest mistake or an unclear document is only a rejection, and the Refund Policy covers it.

11. Call recording and the privacy of the people you contact

Call recording is on by default for calls handled by your team and by your AI voice agents. You are the one recording, so tell people: in your greeting or call menu, in your AI agent's opening line, or in person. The platform plays a recording notice only if you set one up.

Record only calls that your own team or your AI agent takes part in. Use live listening only to supervise your own staff, and tell them.
You decide how the personal data of the people you contact is used. Collect it lawfully and use it fairly. We handle this data on your instructions, as the Privacy Policy explains.

12. How we monitor

We do not listen to your calls or read your chats as a routine. When a complaint, an operator notice or a Meta quality warning reaches us, our team looks at the account's patterns, such as call volumes, very short calls, answer rates and blocks, and compares them with the use you declared at KYC. We may also look at these patterns at other times.

We may review recordings, messages, templates and lists to investigate a complaint or signs of a breach, or when an authority lawfully requires it. Only authorised Agentive staff may do this. You authorise this review when you accept the Terms of Service. We use what we find only to enforce this policy, deal with the complaint or meet a legal duty.

13. What happens when there is a complaint

We tell you. We e-mail you what the complaint is about, the date and, in most cases, the number involved, unless an authority tells us not to. Do not contact the person about the complaint, on any channel.
You have 2 working days to show proof of the relationship, enquiry or consent for each number, with the list source and the script or template used. A shorter operator deadline overrides this.
Meanwhile, we add the complainant's number to our platform-wide do-not-disturb list. While it is listed, nobody on Agentive can call it, and calls from it to any Agentive number, including yours, will not connect. It stays listed until that person asks us to take it off, which they can do at any time. Where the person complained to us directly, we tell them all this. We may also pause the campaign, template or number involved, at once.
Afterwards. If your proof is good, we restore what we paused, unless an operator or an authority ordered the pause. If you send no proof in time, or it does not hold up, we treat the contact as a breach, and sections 14 and 15 apply. Operators count complaints, so repeated complaints can lead to a pause or a limit on that campaign or number even where you hold proof for some of them.

14. What we may do

Two rights come first, in plain words:

Anything illegal. If you use Agentive for anything illegal, we may cancel your account. There is no refund.
Loan recovery, cold calling and similar misuse. If we find loan recovery or debt collection, cold calling or similar misuse on your account, we may switch off your outgoing calls until it is resolved, or cancel your account. There is no refund in either case.

"Similar misuse" means any other use that section 4 bans. "Resolved" means the misuse has stopped and you have shown us it will not start again.

If you break this policy, or we have good reason to believe you have, we may:

warn you in writing;
pause the campaign, template or number involved;
switch off (block) outgoing calls, while incoming calls keep working;
suspend the account.

Under this policy, we cancel (terminate) the account only for a serious or repeated breach that we have found, not merely suspected, or when a telecom operator, a regulator, Meta or the law requires it. Except for fraud or a legal direction, you get the chance to reply first, as in section 13. After termination your numbers are released and cannot be recovered.

We start with the smallest step that deals with the problem, and may skip steps when a breach is serious or repeated. Illegal activity, loan recovery or debt collection, cold calling, and a business we do not serve always count as serious. We tell you in writing what we did and why, before we act where we reasonably can. Before we cancel for a breach that is not serious and can be fixed, you get the 7 days' notice set out in the Terms of Service. We suspend at once, without warning, for fraud (including KYC details that are forged or someone else's, or that you knew were false), impersonation, threats, caller-ID tampering, or a direction from a telecom operator, a regulator, Meta or law enforcement, and tell you afterwards.

We may report a breach to the operator concerned, regulators, Meta and the police, with the KYC details, call records and recordings they lawfully ask for or that we need to report a suspected crime, as the Privacy Policy explains.

15. Money consequences

No refund, credit or term extension is given for any step we take because of your breach, from switching off outgoing calls to cancelling the account. Your paid term keeps running during a pause, block or suspension. Your wallet balance, packs and credits stay on the account and can be used again once the step is lifted. If we terminate the account, they lapse and are not paid out, after we first set them against anything you owe us under this section. Plan fees are kept because your numbers and lines were held for you for the whole term.
If your proof or your appeal shows there was no breach, we lift the step at once and add back to your term the days your calling was blocked or your account suspended. There is no cash refund, and this does not cover a step that an operator, a regulator, Meta, a court or law enforcement ordered.
The Refund Policy decides everything else about money. It says which purchases carry a money-back offer, on what conditions, and when a breach of this policy or false KYC details end that offer. It also says which billing corrections still apply after a breach.
If an operator, a regulator or Meta charges us a penalty or keeps a deposit because of your traffic, we bill you that amount at actual cost and add nothing. If it covers several customers, you pay only the part your traffic caused. We send you the notice we received or, if the law bars that, the amount, date and reason in writing. You can contest the bill under section 16. This duty continues after your account closes.

16. Appeals

E-mail hello@agentive.co.in with the subject "Fair use appeal", your account name, what happened and your proof. We answer within 5 working days. The action stays in place meanwhile.

We cannot lift an action ordered by an operator, a regulator, Meta, a court or law enforcement, but we will pass on your reply where they have a process for it. If you remain unhappy, write to our Grievance Officer (section 17).

17. How anyone can report abuse to us

You need not be a customer. If you received an unwanted, abusive or suspicious call or message that you believe came through Agentive, e-mail hello@agentive.co.in with the subject "Report abuse", or call 80056 80053. Give the number that contacted you, your number, the date and time, and what was said.

We usually have to tell the business which number complained, so that it can show its proof. If you do not want that, say so, and we will look into the calling pattern without naming your number where we can. We use your details only to handle the report and to meet legal duties.

We acknowledge within 24 hours and resolve your report within 7 days. If you are not satisfied, write to our Grievance Officer, Rakesh Kumar, at hello@agentive.co.in with "Grievance" in the subject, or call 80056 80053. You need no account to do so. The Terms of Service, section 35, give the Grievance Officer's full contact details and the timelines for every kind of complaint. You can also complain to your own telecom operator on 1909, within 7 days of the call or message.

While your report is open, and afterwards for as long as you want, your number is on our do-not-disturb list. No business that uses Agentive can then call you through our platform. For now, calls from your number to businesses on Agentive numbers will not connect either. If you need to reach one of them, tell us and we take your number off the list at once.

18. Changes to this policy

We give 30 days' notice of a material change, by e-mail and in the app, as set out in the Terms of Service, section 36. Older versions are available on request. A change forced by law, a telecom operator, a regulator or Meta may apply sooner. We still tell you as early as we can.