Terms & Conditions

1. Acceptance of these Terms

These Terms & Conditions ("Terms") are a binding agreement between Northmann Groupe ("Northmann", "we", "us", or "our") and the person or entity that accesses or uses Paladin ("Customer", "you", or "your"). Paladin means our hosted voice AI platform, website, documentation, APIs, dashboards, workflows, telephony integrations, billing tools, support services, and related services.

By creating an account, accepting these Terms during onboarding, verifying your phone number, clicking a purchase button, using the API, uploading data, running a call, configuring an integration, or otherwise using Paladin, you confirm that you have read, understood, and agreed to these Terms and our Privacy Policy. Paladin may prevent registration, onboarding, phone verification, billing access, or service use unless the current Terms and Privacy Policy are accepted. We may store the acceptance timestamp, accepted version, accepted URLs, account identifiers, and related audit records to prove notice, consent, and contract acceptance. If you use Paladin for a company or other organization, you represent that you have authority to bind that organization, and "Customer" includes that organization.

If you do not agree with these Terms, you must not access or use Paladin. We may update these Terms from time to time. Continued use after an update means you accept the updated Terms. Where legally required or operationally appropriate, we may ask you to accept an updated version in the product.

2. The Paladin Service

Paladin is a hosted SaaS platform for building, testing, deploying, and managing AI voice agents and related workflows. Paladin may support web calls, phone calls, inbound and outbound calling, campaigns, workflow tools, knowledge-base uploads, API keys, webhooks, telephony provider configuration, AI model configuration, recordings, transcripts, usage reporting, billing, and support features.

Paladin is provided as a hosted SaaS platform under these Terms. Any private deployment, enterprise, professional services, service-level commitment, custom data-processing term, or custom commercial arrangement applies only if agreed in a separate written agreement signed or expressly accepted by Northmann.

We may add, change, suspend, limit, or discontinue features to improve the service, comply with law, maintain security, prevent abuse, respond to provider changes, or manage operational risk. We may also set usage limits, verification requirements, rate limits, fair-use restrictions, provider limits, concurrent-call limits, campaign limits, file-size limits, and other technical or commercial restrictions.

3. Eligibility, Accounts, and Onboarding

You must be at least 18 years old and legally competent to contract. Paladin is intended for business and professional use. You must provide accurate account, billing, tax, phone, and organization information and keep it updated.

You are responsible for your account, workspace, API keys, passwords, sessions, users, invitations, roles, provider credentials, and all activity under your account or workspace. You must maintain reasonable security controls, restrict access to authorized users only, rotate keys when needed, and notify us promptly if you suspect unauthorized access or misuse.

We may require email verification, phone verification, terms and privacy acceptance, billing verification, tax verification, fraud checks, or other onboarding steps before enabling some or all features. We may reject, suspend, or terminate accounts that provide inaccurate information, evade verification, create excessive accounts, abuse phone numbers, misuse free credits, violate these Terms, or create legal, security, financial, or reputational risk.

4. Customer Data and Your Responsibilities

"Customer Data" means data, content, prompts, files, documents, contact lists, phone numbers, call metadata, call audio, transcripts, recordings, workflow definitions, tool configuration, webhook payloads, credentials, context variables, campaign data, support attachments, and other materials submitted to, generated through, or processed by Paladin for your workspace.

As between you and Northmann, you retain ownership of your Customer Data. You grant Northmann and its service providers a worldwide, non-exclusive, royalty-free license to host, process, transmit, copy, display, transform, analyze, secure, troubleshoot, and otherwise use Customer Data as necessary to provide, maintain, bill, secure, support, and improve Paladin, comply with law, enforce these Terms, and protect the platform.

You are solely responsible for the accuracy, quality, legality, reliability, authorization, consent, and rights necessary for all Customer Data. You must not upload or process data unless you have a lawful basis, required notices, required consent, and all rights necessary to do so. You must not upload passwords, government IDs, payment card data, health data, children's data, biometric data, confidential third-party data, or other sensitive data unless your use case is lawful, necessary, authorized, and supported by appropriate safeguards.

You are responsible for backing up Customer Data where required for your business. Paladin is not an archival, legal-record-retention, emergency, banking, telecom-carrier, medical, or regulated-decision system unless expressly agreed in a separate written agreement.

5. Lawful Use, Telephony Compliance, and Prohibited Conduct

You must comply with all applicable laws, rules, orders, licensing requirements, industry rules, provider terms, and regulatory guidance, including those relating to privacy, data protection, telecommunications, consumer protection, advertising, commercial communications, call recording, spam, cybersecurity, intellectual property, export controls, sanctions, fraud, anti-bribery, and sector-specific obligations.

For calls, campaigns, telephony integrations, and commercial communications, you are solely responsible for:

• obtaining and recording valid consent or another lawful basis before calling or processing personal data;
• complying with the Telecom Commercial Communications Customer Preference Regulations, 2018, TRAI requirements, DND/NCPR preferences, sender/entity registration, consent registration, template registration, timing restrictions, opt-out obligations, and other Indian telecom requirements where applicable;
• ensuring that every outbound call, inbound call, transfer, campaign, retry, redial, webhook, and automated message is lawful in the recipient's location;
• clearly disclosing AI involvement, synthetic or generated voice, recording, monitoring, transcription, and automated processing when required by law or good practice;
• using lawful caller IDs, phone numbers, scripts, opt-out mechanisms, and contact lists;
• not contacting people who have opted out, revoked consent, are on a restricted list, or should not be contacted under applicable law;
• not using Paladin to impersonate any person or entity, clone a voice without authority, create deepfakes or deceptive synthetic audio, mislead recipients, commit fraud, harass, threaten, deceive, spam, phish, collect unlawful data, or generate unlawful content;
• maintaining accurate evidence of consent, opt-outs, calling authority, recipient source, campaign approval, registration, and compliance records, and providing that evidence to Northmann, providers, regulators, or authorities where legally required or reasonably requested for investigation, defense, or abuse prevention;
• ensuring that any offer, script, claim, price, discount, representation, comparison, product information, service information, or customer communication made through Paladin is truthful, substantiated, not misleading, not an unfair trade practice, and compliant with consumer protection and advertising laws;
• not using Paladin for emergency services, distress lines, life-safety workflows, medical diagnosis, legal advice, financial advice, credit decisions, employment decisions, insurance eligibility, or other high-risk decisions without required legal approvals, human oversight, and a separate written agreement with Northmann.

You must not use Paladin to create, upload, transmit, store, or process content or activity that is illegal, harmful to children, infringing, defamatory, obscene, invasive of privacy, discriminatory, threatening to public order or national security, deceptive, malicious, unauthorized, or otherwise inconsistent with applicable law or these Terms.

We may investigate suspected abuse, throttle usage, disable campaigns, block calls, remove content, suspend accounts, revoke API keys, retain evidence, or report matters to providers or authorities where we believe it is necessary to protect users, recipients, Northmann, providers, or the public.

6. AI Outputs, Automation, and Human Review

Paladin uses AI systems and third-party AI, speech-to-text, text-to-speech, telephony, and infrastructure providers. AI outputs may be inaccurate, incomplete, delayed, offensive, unsafe, or unsuitable for a particular purpose. You are responsible for designing prompts, workflows, tools, knowledge bases, integrations, guardrails, human review processes, and escalation paths appropriate for your use case.

You must independently review, test, and validate agents before production use. You must not rely on Paladin outputs as the sole basis for legal, medical, financial, employment, credit, insurance, safety, or similarly significant decisions. You are responsible for all statements, promises, representations, instructions, and actions made by agents configured or deployed by you.

7. Third-Party Services, Credentials, and Open-Source Components

Paladin may integrate with third-party services, including telephony providers, AI model providers, speech providers, authentication providers, payment processors, tax/GST verification providers, cloud storage and hosting providers, analytics providers, logging providers, email providers, webhooks, MCP servers, CRMs, automation tools, and customer-managed APIs. Third-party services are governed by their own terms, privacy notices, pricing, limits, service levels, regions, retention practices, and security programs.

You are responsible for your third-party accounts, credentials, provider configuration, provider charges, usage limits, rate limits, compliance requirements, and provider terms. We are not responsible for third-party outages, pricing changes, security incidents, model behavior, telephony deliverability, number reputation, call quality, routing, carrier filtering, billing disputes, or service limitations outside our reasonable control.

Paladin may include or be derived from open-source and third-party software components. Detailed attributions and component notices are listed in our Open Source Notices. Those components remain governed by their respective license terms and notices. Nothing in these Terms grants rights to use any third-party name, logo, trademark, or open-source project branding in a way that suggests endorsement.

8. Plans, Credits, Billing, Taxes, and Refunds

Paid plans, top-ups, credits, usage rates, validity periods, included features, platform-only usage rates, default stack add-on rates, custom-volume terms, taxes, and payment terms are described on the pricing page, billing page, checkout, invoice, or applicable order flow. Unless a separate written agreement says otherwise, prices are in US Dollars, taxes are extra, and applicable GST or other taxes may be charged based on billing information, tax evidence, and law.

Credits are deducted based on component usage and may be deducted in real time. Unused credits do not roll over unless expressly stated. Monthly plans are valid for 30 days and annual plans for 365 days, with the purchase date counted as Day 1. Top-ups require an active base plan unless we expressly permit otherwise. Free or sandbox credits may be limited, changed, withdrawn, or restricted to platform-only usage.

All purchases are final except where applicable law requires otherwise or Northmann expressly agrees in writing. We do not provide refunds, credits, set-offs, or carry-forwards for unused credits, unused subscriptions, partial periods, configuration errors, provider failures, accidental purchases, account suspension, or Customer misuse. You are responsible for bank fees, card fees, foreign exchange fees, chargebacks, taxes, and provider charges.

We may suspend or limit access for non-payment, failed payments, chargebacks, fraud signals, tax issues, abusive usage, excessive risk, provider restrictions, or violation of these Terms. Billing records, invoices, payment audit events, tax evidence, and transaction data may be retained as required for compliance, audit, dispute, and tax purposes.

9. Availability, Support, and Security

We use reasonable efforts to operate Paladin securely and reliably, but we do not guarantee uninterrupted, error-free, loss-free, or vulnerability-free service. Paladin may be unavailable due to maintenance, upgrades, provider outages, network issues, telecom carrier behavior, force majeure, cyber incidents, capacity limits, regulatory actions, or other events.

Existing Customers should submit product, account, billing, security, and operational support requests through the in-app report issue or support flow wherever available. New users, prospective customers, non-account holders, and corporate contacts may contact Northmann Groupe through the public contact page. Support may include ticket handling, logs, metadata, screenshots, recordings, transcripts, configuration review, and temporary support access where necessary and authorized. Support access may be logged and controlled. You must not share secrets in support tickets unless specifically required and secure channels are provided.

You must promptly report security issues to us through Northmann Groupe Contact. You must not perform unauthorized testing, scanning, scraping, credential attacks, denial-of-service activity, reverse engineering, or attempts to bypass technical restrictions.

10. Privacy and Data Protection

Our Privacy Policy explains how we collect, use, share, transfer, protect, and retain personal data. You must review it and ensure that your use of Paladin complies with applicable data-protection law, including the Digital Personal Data Protection Act, 2023 and related rules where applicable.

For personal data that you upload or cause Paladin to process about your own customers, leads, users, call recipients, employees, or other individuals, you are normally the data fiduciary/controller or equivalent decision-maker, and Northmann acts as a processor/service provider acting on your instructions, unless a separate written agreement states otherwise. You are responsible for notices, consent, lawful basis, data minimization, retention instructions, rights requests, and sector-specific compliance for that data.

11. Intellectual Property

Northmann and its licensors own Paladin, the website, documentation, software, UI, APIs, platform code, designs, workflows generated by platform templates to the extent not based on your Customer Data, trademarks, logos, know-how, analytics, aggregated insights, and all related intellectual property rights. Except for the limited right to use Paladin under these Terms, no rights are transferred to you.

You may not copy, modify, distribute, sell, lease, sublicense, reverse engineer, decompile, scrape, benchmark publicly without permission, or create competing services using Paladin except as permitted by law or separately agreed. Feedback you provide may be used by us without restriction or compensation.

12. Confidentiality

Non-public business, technical, product, security, pricing, billing, roadmap, credential, and customer information disclosed through Paladin is confidential. Each party must use reasonable care to protect the other party's confidential information and use it only for purposes allowed under these Terms. Confidentiality obligations do not apply to information that is public through no breach, already known without restriction, independently developed, or lawfully received from a third party.

13. Suspension and Termination

You may stop using Paladin at any time. We may suspend or terminate access immediately if we believe you violated these Terms, created legal or security risk, failed to pay, misused free credits, abused telephony or campaigns, infringed rights, attempted unauthorized access, provided false information, or exposed Northmann, providers, users, recipients, or the public to risk.

Upon termination, your right to use Paladin stops. We may delete, retain, export, or restrict Customer Data according to the Privacy Policy, product functionality, backup cycles, legal obligations, tax obligations, audit needs, security needs, and dispute requirements. Some provisions survive termination, including payment obligations, confidentiality, data protection responsibilities, ownership, disclaimers, indemnity, limitation of liability, dispute resolution, and governing law.

14. Indemnity

You will defend, indemnify, and hold harmless Northmann, its affiliates, officers, directors, employees, contractors, service providers, and licensors from and against all claims, damages, penalties, fines, losses, liabilities, costs, and expenses, including reasonable legal fees, arising from or related to your Customer Data, your agents, your calls, campaigns, recordings, contact lists, provider credentials, integrations, billing information, breach of these Terms, violation of law, infringement of rights, misuse of Paladin, or dispute with any recipient, customer, employee, provider, regulator, or third party.

15. Disclaimers and Limitation of Liability

Paladin is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Northmann disclaims all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, uninterrupted operation, error-free operation, security, availability, call quality, deliverability, model accuracy, or suitability for your use case.

To the maximum extent permitted by law, Northmann will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or similar damages; loss of profits, revenue, goodwill, data, business, contracts, or opportunities; provider failures; telecom failures; AI output errors; unlawful Customer use; or third-party claims, even if advised of the possibility of such damages.

To the maximum extent permitted by law, Northmann's total aggregate liability for all claims relating to Paladin or these Terms will not exceed the greater of: (a) the fees paid by Customer to Northmann for Paladin in the three months immediately before the event giving rise to liability; or (b) USD 100. This limitation applies regardless of legal theory and even if a remedy fails of its essential purpose. Nothing limits liability that cannot be limited under applicable law.

16. Governing Law, Disputes, and General Terms

These Terms are governed by the laws of India, without regard to conflict-of-law principles. Subject to mandatory law and statutory forums, courts and tribunals having jurisdiction over Northmann Groupe's principal place of business in India will have exclusive jurisdiction over disputes relating to these Terms or Paladin.

Before filing a formal claim, each party must try in good faith to resolve the dispute by written notice and discussion for at least 30 days, unless urgent injunctive relief, security action, regulatory compliance, or prevention of misuse requires faster action.

We are not liable for delay or failure caused by events beyond reasonable control, including telecom failures, cloud or provider outages, acts of government, regulatory changes, war, civil unrest, natural disasters, internet failures, cyberattacks, labor disputes, payment network failures, or force majeure events.

You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, restructuring, sale of assets, financing, or transfer of the Paladin business. If any provision is unenforceable, the remaining provisions remain in effect. These Terms, the Privacy Policy, pricing terms, checkout terms, product notices, and any accepted order or written agreement are the entire agreement for Paladin and replace prior understandings on the same subject.

17. Contact

Existing Customers should use the in-app report issue or support flow for Paladin product, billing, account, security, or operational requests. New users, prospective customers, non-account holders, and corporate contacts may contact Northmann Groupe through https://www.northmanngrp.com/contact. Privacy, legal, and grievance requests may also be submitted through the same public contact page where an in-app route is not available. Where applicable Indian law prescribes a specific acknowledgement, response, redressal, preservation, or reporting timeline, we will handle legally valid requests according to those applicable timelines after receiving sufficient information through the correct channel. If no specific statutory timeline applies, we will use commercially reasonable efforts to respond to verified privacy, legal, or grievance requests within 30 days after receiving sufficient information through the correct channel.