Terms of Use

These Terms govern your access to and use of the REENG platform, applications, APIs, websites, voice services and related products (the "Services"). By creating an account, accessing the dashboard, connecting to our APIs, deploying an AI agent, or otherwise using the Services, you agree to be bound by these Terms — whether or not you've signed a separate written agreement. If you're accepting on behalf of a business, you confirm you're authorised to bind that business.

To use the Services you must be at least eighteen (or the age of legal majority in your jurisdiction), have the legal capacity to enter a binding agreement, and be permitted to use the Services under applicable law. REENG is designed for businesses — the organisation is responsible for all activity under its account, including everything its authorised users do. You're responsible for keeping your account credentials and API keys secure, and for notifying us promptly of any suspected compromise.

Where a Service-specific policy applies (our Privacy Policy, an AI Usage Policy, a Data Processing Agreement, or an executed enterprise agreement), that document forms part of your agreement with us and takes precedence over these Terms for the specific matter it addresses.

REENG provides a multi-tenant, cloud-based voice AI platform: infrastructure and orchestration that lets you deploy an AI agent to answer calls, book appointments, answer questions from your own knowledge base, place orders, and more. We provide the infrastructure — we don't provide contact-centre outsourcing, professional advice, or control over what your agent actually says beyond the configuration and guardrails you set.

The Services are offered under tiered plans — currently Free, Starter, Growth, Scale, Volume and Enterprise — each with different included usage and features; your entitlements are whatever your selected plan and any order form specify. Each customer operates within a logically segregated workspace, with access controls designed so no customer can access another's call data, recordings, voice profiles, knowledge base content or billing information.

Features marked beta, pilot or preview are provided "as is," may change or be withdrawn at any time, and aren't recommended for production or consequential workflows.

Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable right to access and use the Services for your internal business purposes during your subscription term. In return, you agree not to:

• Copy, modify, or create derivative works of the platform.
• Reverse engineer, decompile, or attempt to extract source code, model weights, prompts, or orchestration logic.
• Resell, sublicense, or offer the Services as a service bureau without a written reseller agreement.
• Use the Services to build or train a competing product.
• Circumvent usage limits, rate limits, or tenant isolation controls.
• Introduce malicious code, or run penetration/load testing without our prior authorisation.
• Scrape or extract data other than through documented APIs.

You're responsible for your authorised users' actions as if they were your own, and must promptly deactivate access for anyone no longer entitled to it.

Your data stays yours. As between you and REENG, you retain all rights to your customer data — call data, transcripts, knowledge base content, voice samples. Nothing in these Terms transfers ownership to us. You grant us a licence to host, process, transcribe and otherwise handle that data solely to provide and secure the Services — a licence that ends when the data is deleted, subject to normal backup cycles and legal retention requirements.

REENG does not use your data — call data, transcripts, voice samples or voice profiles — to train general-purpose AI models, and does not make it available to third-party AI providers for their own training. We may use aggregated, de-identified operational metrics (call volumes, latency, error rates) that don't identify you or any caller, for monitoring and capacity planning.

You're responsible for having the rights and lawful basis to submit your data, and for its accuracy and legality. You can export your data through the dashboard or API; see section 11 for what happens on termination.

A voice is treated in three layers, and ownership follows accordingly:

• Voice sample — audio submitted to create a custom voice. Yours (or the speaker's); we acquire no ownership.
• Voice profile — the model representation built from your samples. Yours, subject to our underlying platform technology.
• Generated speech — audio the platform produces using that profile. Yours, subject to compliance with these Terms.

REENG does not claim ownership of anyone's voice or likeness. Before submitting any voice sample, you must have obtained express, informed, documented and revocable consentfrom the person whose voice it is — covering the creation of a synthetic voice, how the generated speech will be used, and how long it'll be kept. You must never submit the voice of anyone under eighteen, or any third party's voice, without documented authorisation. We can't independently verify that consent exists — we rely entirely on your representation of it, and you indemnify us against claims arising from a voice you submitted (see section 15).

You must not use a voice profile or generated speech to:

• Clone or reproduce anyone's voice without their documented authorisation.
• Impersonate any individual, organisation, or brand.
• Facilitate fraud, phishing, vishing, or any attempt to obtain money or credentials by deception.
• Defeat voice biometric authentication or identity verification.
• Create misleading content presented as a genuine human recording where that matters.
• Produce defamatory, harassing, or unlawful content, or interfere with electoral processes.

You're responsible for any legally required disclosure that a caller is talking to an AI agent — we make disclosure functionality available in the dashboard; whether and how to use it is your call, subject to the law of the markets you operate in. We may suspend, quarantine or delete a voice sample or profile without notice where we reasonably believe this section has been breached, or on a credible complaint that a voice was used without authorisation.

The Services use probabilistic AI models. Output is generated, not retrieved from a verified source, and may be inaccurate, incomplete, or fabricated. Speech recognition can mis-transcribe, particularly across accents, dialects and background noise. We don't warrant the accuracy or completeness of any output.

As between the parties, you own the output generated through your workspace. You're solely responsible for deciding whether that output is fit for your purpose, and for maintaining meaningful human review, confirmation steps or escalation paths for any consequential workflow — medical, financial, legal, employment, insurance, or emergency contexts. The Services must not be used as, or in place of, an emergency service, and agents must not be configured to handle calls to or from emergency numbers.

The platform supports escalating a call to a human. You're responsible for configuring when that happens, staffing the receiving channel, and honouring a caller's request to speak to a person.

The following are core prohibitions; breaching any of them is a material breach of these Terms:

• Fraud, scams, phishing, impersonation, harassment, or unlawful surveillance.
• Unsolicited bulk calling in breach of law, calling do-not-call numbers, caller ID spoofing to deceive, or ignoring opt-out requests.
• Circumventing usage limits, unauthorised security testing, introducing malicious code, or extracting prompts/model logic.

You must not submit, or configure an agent to collect, full payment card numbers, government ID numbers, biometric authentication data, health records, or criminal conviction data without first agreeing additional controls with us in writing. Where such data is captured incidentally in a call, you're responsible for configuring appropriate redaction and retention.

You're the party with the direct relationship to your callers, and are responsible for any legally required notices — call recording, AI disclosure, data processing — and for obtaining consent where that's the applicable basis. These requirements differ materially between jurisdictions; you're responsible for configuring the platform correctly for each market you operate in.

The Services depend on third-party providers — our current infrastructure runs on Railway and Supabase (hosting), Twilio (telephony), Deepgram (speech recognition), Groq (language model inference), ElevenLabs (speech synthesis), Qdrant (vector search), Resend (email) and Flutterwave (payments). We select providers with reasonable care and may change them; we're not liable for outages or changes to third-party services outside our reasonable control, though we'll make reasonable efforts to mitigate and communicate material incidents.

Where you connect the platform to your own systems — a CRM, booking system, payment processor — you're responsible for the credentials, permissions and lawfulness of that connection. Where your agent executes a business function (booking, placing an order, checking status), you warrant that it's authorised to do so and that you've tested the configuration before deployment, with appropriate limits on high-value or irreversible actions.

Numbers provisioned through REENG are licensed to you for your subscription term, not your property — portability is subject to the relevant regulator and carrier's rules. You're responsible for lawful use of any number and for compliance with telecommunications regulation in each market you operate in.

Fees are a recurring subscription charge for your plan plus usage-based charges above your included allowance, as set out on our pricing page or your order form. Usage is metered by the platform; our records are the primary record absent manifest error. Payments are processed through third-party payment providers — we don't store full card data. Fees are exclusive of VAT and other applicable taxes, which you're responsible for.

Yearly billing is discounted relative to monthly, as shown on the pricing page. We may change pricing effective from your next renewal, with reasonable advance notice — changes don't apply retroactively within a paid term, except for pass-through increases in telephony or third-party AI costs. A free trial or pilot is provided without warranty and may be modified or withdrawn at any time; trial data may be deleted if not converted to a paid plan.

Where a Service Level Agreement applies to your plan, its availability commitments and service credits govern. Where none applies, the Services are provided on a commercially reasonable efforts basis, and service credits (where available) are your sole remedy for an availability shortfall. We may perform planned maintenance with reasonable advance notice, and emergency maintenance at any time to protect security or stability.

We may suspend your access where required by law, where we reasonably believe there's a material security risk or active abuse of the platform, where you're in material breach of these Terms (including the voice-cloning or acceptable-use provisions), or where fees remain unpaid after notice and a cure period. We'll give notice and a reasonable opportunity to fix the issue where the breach is capable of remedy, except where immediate suspension is needed to prevent harm.

You can cancel a monthly plan at any time through the dashboard, effective at the end of the current billing period. Either party may terminate for uncured material breach, or where the other becomes insolvent. On termination: your access ends, accrued fees become due, you have a window to export your data, and after that we'll delete or de-identify your customer data, voice samples and voice profiles in line with our Privacy Policy, subject to backup cycles and legal retention requirements.

Each party may share information that's reasonably understood to be confidential — source code, architecture, pricing, business plans, credentials. The receiving party must use it only to perform under these Terms and protect it with reasonable care. This doesn't apply to information that's public, independently developed, or lawfully received from elsewhere.

REENG and its licensors own the platform itself — source code, orchestration logic, APIs, architecture, dashboard, branding — and nothing in these Terms transfers those rights to you. The platform incorporates third-party models and infrastructure that remain the property of their respective owners; our contribution is the orchestration and operation of those components as a reliable platform. If you give us feedback, you grant us a licence to use it without restriction.

For personal data in your customer data, call data and voice material, you're generally the controller and REENG is a processor acting on your documented instructions. We act as an independent controller for a limited set of data needed to manage accounts, billing, security and support. These roles, and the technical detail, are covered fully in our Privacy Policy. Where required by our agreement with you, our Data Processing Agreement applies and governs processing instructions, subprocessors, international transfers, and breach notification.

Each party warrants it has the authority to enter these Terms and will comply with applicable law. We warrant we'll provide the Services with reasonable skill and care and in line with our documentation; your remedy for a breach of that warranty is for us to fix it or, failing that, terminate the affected service and refund unused prepaid fees.

Beyond that, and to the maximum extent the law allows, the Services and all output are provided "as is." We don't warrant that the Services will be uninterrupted or error-free, that output will be accurate or fit for a particular purpose, or that speech recognition will be accurate for every accent or audio condition. Nothing here excludes liability that can't lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

We'll defend you against a third-party claim that the platform itself infringes their IP rights (not claims arising from your data, your configuration, or your use in breach of these Terms). In turn, you'll defend and indemnify REENG against claims arising from your customer data or output; any claim that a voice was cloned or used without authorisation; your calling practices; your failure to provide required notices to callers; or actions taken by an agent you configured.

Neither party is liable for indirect, consequential, or reputational loss. Each party's total liability is capped, with carve-outs for your obligation to pay fees, your indemnity above, breach of confidentiality, and wilful misconduct or fraud — the exact cap formula is set at the commercial-terms stage with each customer rather than fixed generically here.

These Terms are governed by the laws of the Federal Republic of Nigeria. Disputes are first addressed through good-faith negotiation between senior representatives; if unresolved, they're referred to arbitration. Either party may seek urgent injunctive relief from a competent court to protect confidential information or intellectual property. Neither party is liable for delay caused by events beyond its reasonable control (force majeure) — if such an event continues for more than sixty days, either party may terminate the affected Services without liability.

• You may not assign these Terms without our consent; we may assign in connection with a merger or sale of the business.
• We may engage subcontractors and subprocessors and remain responsible for their performance.
• If a provision is unenforceable, it's modified to the minimum extent necessary and the rest stays in force.
• No failure to enforce a right is a waiver of it.
• These Terms, together with the policies referenced in section 1, are the entire agreement between us.
• Nothing here creates a partnership, joint venture, or employment relationship.
• You must comply with applicable export control and sanctions law in your use of the Services.

We may update these Terms to reflect changes in our Services, technology, or legal requirements. For material changes, we'll make reasonable efforts to notify you by email to your account administrator or by notice in the dashboard, with advance notice where the change materially affects your rights. Minor editorial corrections may be made without notice. Continued use after a change takes effect means you accept it; where a change materially and adversely affects you during a paid term, you may terminate the affected Services and receive a pro-rata refund of unused prepaid fees.

Questions about these Terms, or anything else legal, are best directed to our contact page. See also our Privacy Policy.