Terms of Service

Your agreement with Dollu consists of these Terms, one or more Order Forms describing the services, rate decks and commitments you have selected, the Service Level Agreement, the Acceptable Use Policy, the Data Processing Addendum where applicable and any service schedule referenced in the Order Form. If the documents conflict, a signed Order Form or master services agreement prevails, followed by the service schedule, then these Terms, then the policies.

Dollu provides services to businesses, carriers, service providers and public bodies only. We do not supply consumers, and nothing in these Terms is intended to create rights for your end users, who remain your customers under your own terms and conditions.

To open an account you must be a legally constituted entity, provide accurate registration, tax and contact details, and complete our know-your-customer checks. Because we assign telephone numbers, sender IDs and interconnect capacity, regulators in many countries require us to hold verified identity, address and business documents before service can be activated. You must keep these current and tell us within 14 days of any change of ownership, address or authorised signatory.

You are responsible for everything done through your account, portal logins and API keys, whether or not authorised by you. Keep credentials confidential, enable multi-factor authentication, rotate keys that may be compromised and notify [email protected] immediately of any suspected misuse. We may refuse, limit or close an account where KYC cannot be completed, sanctions screening fails or we reasonably believe the account will be used in breach of these Terms.

Services are ordered through a signed Order Form, the customer portal or the API. An order is accepted when we confirm it in writing or begin provisioning. Target delivery intervals are set out in the relevant service schedule: SIP trunks and API access are typically live within one business day, numbers within one to ten business days depending on the destination country’s KYC requirements, and managed circuits within the lead time quoted after site survey.

Telephone numbers, short codes and sender IDs remain the property of the national numbering authority or the operator that allocated them. We license their use to you for the duration of the service. Numbers must be used in line with the numbering plan of the issuing country, including any local-presence, address or use-case restrictions, and may be reclaimed by us or the regulator if those conditions are not met. Porting out is supported wherever local rules allow, subject to settlement of outstanding charges.

You must comply with our Acceptable Use Policy, which forms part of these Terms, and with all laws applicable to the traffic you send, including TRAI and DoT regulations and DLT registration in India, the TCPA, 10DLC and STIR/SHAKEN in the United States, Ofcom rules in the United Kingdom, the GDPR and ePrivacy rules in the EU, and the numbering, consent and content rules of every destination country.

Where you resell our services or carry traffic for your own customers, you remain responsible to us for that traffic as if it were your own, must flow down equivalent obligations, and must be able to identify the originating party of any call or message on request within one business day. We may require you to register sender IDs, templates or CLIs, provide traffic forecasts and confirm consent records before certain routes are enabled.

Charges are set out in your Order Form and the rate deck applicable to each service. Usage-based services such as voice termination and SMS are rated per CDR at the rate in force at the time of the call or message, with billing increments, minimum durations and rounding stated in the rate deck. Recurring charges such as numbers, trunks, circuits and licences are billed monthly in advance; usage is billed in arrears.

Wholesale rate decks change frequently because underlying carrier and operator costs change. We will give at least 7 days’ notice by email or portal notification of any rate increase, and may apply decreases and new destinations immediately. Where a destination operator imposes a surcharge, regulatory levy or termination-rate change with less notice than that, we may pass it through with the notice we ourselves receive.

Prepaid accounts must maintain a positive balance; traffic is blocked automatically when the balance reaches zero and resumes when funds clear. Postpaid accounts are subject to a credit limit and, where we require it, a deposit or bank guarantee. Invoices are payable within 15 days unless the Order Form states otherwise. Disputes must be raised in writing within 30 days of the invoice date with supporting CDRs; undisputed amounts remain payable, and late balances accrue interest at 1.5% per month or the maximum lawful rate if lower.

All charges are exclusive of GST, VAT, sales tax, withholding tax, universal service contributions, licence fees and similar levies, which will be added to invoices where applicable and are your responsibility. If you are required by law to withhold tax from a payment, you must gross up the payment so that we receive the full invoiced amount, unless a valid treaty exemption or certificate is provided in advance. Customers claiming exemption must supply valid documentation before the first invoice is issued.

We may suspend all or part of the services, with as much notice as is reasonable in the circumstances, where payment is overdue, your prepaid balance is exhausted, we detect fraud, artificial inflation of traffic or a breach of the Acceptable Use Policy, a regulator or interconnect partner requires it, or continued service would risk our network, licences or other customers. Suspension for suspected fraud may be immediate and may be limited to affected destinations, sender IDs or numbers.

We will lift a suspension promptly once the cause is remedied. Recurring charges continue to accrue during a suspension caused by your default, and a reconnection fee may apply. Service availability, support response times and service credits are governed by our Service Level Agreement, which sets out the sole remedy for failure to meet those targets.

Each party will keep the other’s confidential information, including rate decks, traffic volumes, routing information, network designs and commercial terms, confidential and use it only for the purposes of the agreement. This obligation continues for three years after termination and does not apply to information that is public, independently developed or required to be disclosed by law or a regulator.

Personal data is processed in accordance with our Privacy Policy and, where you are the controller of end-user data, our Data Processing Addendum. Dollu retains all rights in its network, platforms, APIs, software, documentation and brand; you receive a non-exclusive, non-transferable licence to use them for the services during the term. You retain ownership of your content, data and brand, and grant us the rights needed to carry your traffic and provide the services.

We will provide the services with reasonable skill and care and in accordance with the Service Level Agreement. Except as expressly stated, the services are provided without warranties of any kind, and we do not warrant that they will be uninterrupted or error-free, that every destination will be reachable at all times, or that third-party operator behaviour, filtering or regulation will not affect delivery.

Neither party excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be limited. Subject to that, neither party is liable for indirect or consequential loss, loss of profit, revenue, business or data, and each party’s aggregate liability under the agreement in any 12-month period is limited to the charges paid or payable by you for the affected services in that period. Your obligation to pay charges and your indemnity for unlawful traffic are not subject to this cap.

You will indemnify Dollu against claims, fines and costs arising from traffic sent through your account in breach of law or the Acceptable Use Policy, including regulatory penalties, operator surcharges and interconnect partner claims for spam, spoofing or fraudulent traffic, and against third-party claims relating to content you or your end users transmit.

The agreement starts on the date you accept these Terms and continues until terminated. Individual services have the minimum term stated in the Order Form, after which they renew for successive periods of the same length unless either party gives at least 30 days’ written notice before the end of the current period. Managed circuits and committed-volume deals may specify longer notice periods or early-termination charges equal to the remaining minimum-term charges.

Either party may terminate immediately for a material breach that is not remedied within 30 days of notice, for insolvency, or if continued performance becomes unlawful. On termination you must pay all outstanding charges, we will release numbers for porting where local rules permit and charges are settled, and we may delete your account data after the retention periods in our Privacy Policy. Clauses concerning payment, confidentiality, liability, indemnity and governing law survive termination.

These Terms and any dispute arising from them are governed by the laws of India. The courts of the Delhi National Capital Region, including Noida, have exclusive jurisdiction, although we may seek injunctive relief or enforce a judgment in any court of competent jurisdiction. Before starting proceedings the parties will attempt in good faith to resolve the dispute through escalation to senior management for a period of at least 30 days.

We may update these Terms by publishing a revised version on dollu.com and, for material changes, giving customers at least 30 days’ notice. Continued use of the services after that date constitutes acceptance. Neither party is liable for delay caused by events beyond its reasonable control, including cable cuts, operator outages, regulatory action or force majeure. Notices must be in writing to the addresses in the Order Form or, for Dollu, to the contact details below.

Contractual notices, billing queries and requests for a copy of your Order Forms or rate decks should be sent to [email protected] or by post to Dollu Ltd, 2403A, Iconic Corenthum, Sector 62, Noida 201301, India. Carrier and interconnect matters may also be addressed to [email protected], and network incidents to [email protected].