The agreement, in plain words.

1. The service

Sworborno (স্বরবর্ণ), operated from Dhaka, Bangladesh, places automated phone calls in Bangla to confirm orders on behalf of businesses, reports the outcome of each call, and provides voice and text assistants that answer from a business's own documents. We call it “the service” below; “you” is the business or agency holding the account.

2. Accounts

• You must be a business, or a person acting for one, and be able to enter this agreement.
• You are responsible for what is done with your account, your API keys and your team members' sign-ins. Keep keys and secrets private; revoke a key the moment you think it has leaked.
• An agency may hold several organizations, one per client, and is responsible for each.

3. Calling your customers

Every call the service places is placed on your instruction and in your name. You agree that:

• You have a lawful basis to call each number you send us, normally because the person placed an order with you and expects to be contacted about it.
• You will not use the service for marketing calls to people who did not ask for them, for debt collection, for harassment, or for anything unlawful in Bangladesh or wherever the customer is.
• You are responsible for telling your customers that calls may be recorded, where your obligations require it.
• You will review orders the service reports as a hold. The service never cancels or ships an order on its own; that decision stays with you.

We may pause an account that breaks these rules, and we will tell you why.

4. Minutes and payment

• The service is prepaid. You buy voice minutes, and they are used by the second while a customer is on the line. Unanswered and failed calls are not charged.
• A new account receives 2 free minutes to try the service. Trial minutes carry no cash value.
• Purchased minutes do not expire while the account is active and are not transferable between organizations.
• When the balance is empty, calls wait until it is topped up. A call already in progress is allowed a short grace period to end properly.
• If you believe a call was charged wrongly, tell us within 30 days with the order id; we check the record and correct the balance where we were wrong.
• Refunds of unused minutes are considered case by case; write to us.

5. What we provide

• We configure and tune your assistant, and keep tuning it as your calls come in.
• We keep a recording of each call for 90 days, and the outcome and note with your call history.
• We deliver each result to your webhook and retry failed deliveries for about 9 hours; the result is also available by request from the API.
• We run the service with reasonable care and skill. Telephone networks, and the providers the service relies on, sometimes fail; when they do, an affected call is reported as a hold rather than guessed at.

6. What we do not promise

• That every call will connect, or that a customer's answer will always be understood correctly. A call the agent could not settle is reported for a person to review.
• That the service is a substitute for your own judgement about an order. The outcome we report is information for you to act on.
• Uninterrupted availability. We do our best to announce planned maintenance in advance.

7. Liability

To the extent the law allows, our total liability to you for any claim arising from the service in a month is limited to the amount you paid for minutes used in that month. We are not liable for lost profits, lost orders, or indirect losses. Nothing here limits liability that cannot be limited by law.

8. Your data and ours

How personal data is handled is set out in the privacy policy, which is part of this agreement. Your documents and your order data stay yours. The service, its voice, its software and its name are ours.

9. Ending the agreement

• You may close your account at any time by writing to us.
• We may close an account that breaks section 3, that has been unused for a long time, or if we stop offering the service; in the last two cases we give notice first.
• After closure, your call history is deleted on the schedule in the privacy policy.

10. Changes and law

We may update these terms; the effective date above changes when we do, and material changes are announced to account holders before they apply. This agreement is governed by the laws of Bangladesh, and disputes are resolved in the courts of Dhaka.

Contact

Questions about these terms go to the team through the contact page.