FLOWLITH
Terms and Conditions
Iris AI Operations Platform — Legal Document
Effective Date: March 12, 2026 | Last Updated: March 12, 2026
1. Introduction and Acceptance
These Terms and Conditions ("Terms") form a legally binding agreement between Flowlith ("Company," "we," "us," or "our"), a registered company, and any individual, business entity, or organisation ("Client," "User," or "you") that accesses, registers for, purchases, or uses the Flowlith platform, IRIS AI service, website at www.flowlith.com, or any related products and services (collectively, "Services").
By accessing or using the Services in any manner — including by signing a Statement of Work, making any payment, or permitting the Services to be deployed in your environment — you confirm that: (a) you have read, understood, and agree to be bound by these Terms in full; (b) you are of legal age to form a binding contract in your jurisdiction; and (c) if acting on behalf of a business, you have the authority to bind that entity to these Terms.
If you do not agree to these Terms, you must not access or use the Services.
IMPORTANT: These Terms contain binding arbitration provisions, limitations of liability, and a strict non-refundable fee structure. Please read carefully before making any payment or commencing any engagement.
2. Definitions
"IRIS" or "Iris AI": Flowlith's proprietary artificial intelligence-powered voice and operations automation agent, including all related software, APIs, voice engines, dialogue architectures, workflow automation logic, and supporting infrastructure.
"Installation Fee" or "Setup Fee": The one-time fee charged for implementation, workflow discovery, conversation architecture design, system integration, and go-live support. Payable in two tranches: 50% before commencement and 50% upon completion.
"Monthly Subscription Fee": The recurring monthly fee for continued access to the Iris infrastructure, assigned package, support, and optimisation services.
"Usage Fee" or "Overage Fee": Variable charges incurred when the Client exceeds the call volume or workflow execution limits defined in their selected package.
"Package": A predefined bundle of call volumes, workflow executions, and features selected by the Client, as set out in the applicable Order Form or Statement of Work.
"Statement of Work" or "SOW": A written document executed between Flowlith and the Client defining scope, deliverables, timelines, pricing, and package details for a specific engagement.
"Client Data": All data, content, information, and materials submitted by or generated on behalf of the Client through the Services, including customer records, call recordings, transcripts, CRM data, and business workflow data.
"End-User": Any third-party individual (such as the Client's customer) whose information is processed through the Iris platform during the delivery of the Services.
"Authorised User": Any employee, contractor, or agent of the Client who is permitted by the Client to access the Services.
"VPS": A Virtual Private Server — an isolated, dedicated server environment allocated exclusively to a single Client for hosting Iris and Client Data.
"Hosting Option": The Client's choice of whether Iris and associated data are hosted on Flowlith's managed infrastructure or on the Client's own server.
3. Services Description
Flowlith provides a real-time AI operations platform powered by IRIS, which automates business communications including inbound and outbound voice calls, WhatsApp conversations, appointment scheduling, lead qualification, order confirmations, CRM data entry, payment coordination, internal notifications, and related operational workflows.
The Services are provided through three commercial components: (a) a one-time Installation/Setup engagement; (b) a recurring monthly Subscription tied to a selected Package; and (c) Usage-Based Overage billing for volumes exceeding Package limits. The specific scope, Package, pricing, timelines, and deliverables applicable to each Client are defined in the SOW signed between the parties.
Flowlith provides Iris as a worldwide service. Clients from all geographies may access the Services, subject to compliance with applicable local laws in their jurisdiction.
Flowlith reserves the right to modify, update, enhance, or discontinue any feature of the Services at any time. For any changes materially affecting core functionality, Flowlith will provide no less than thirty (30) days' prior written notice to active Clients.
4. Installation, Implementation, and Deployment
4.1 Engagement Commencement
The engagement commences upon execution of the SOW and receipt of the first tranche of the Installation Fee (50%). Upon commencement, Flowlith will initiate a standard implementation process typically spanning four (4) weeks comprising: Week 1 — Workflow Discovery; Week 2 — Conversation Architecture Design; Week 3 — System Integration and Connectivity; Week 4 — Quality Assurance, Controlled Rollout, and Go-Live.
4.2 Completion and Final Payment
Upon successful go-live and handover, the Client shall pay the remaining 50% of the Installation Fee within the timeframe specified in the SOW. Access to live production services is contingent on receipt of the final tranche.
4.3 Client Cooperation
Successful implementation requires the Client's timely cooperation, including providing access to internal systems, CRM credentials, designated contact personnel, and accurate workflow information. Delays caused by the Client's failure to cooperate will extend the timeline at no additional cost to the Client, and Flowlith shall bear no liability for such delays.
4.4 Timeline Estimates
All implementation timelines are estimates made in good faith. Flowlith will use commercially reasonable efforts to meet agreed timelines but does not warrant exact delivery dates.
5. Hosting Options and Data Infrastructure
5.1 Client Choice of Hosting
Each Client may choose between two hosting options at the time of onboarding, as specified in the SOW: (a) Flowlith-Managed Hosting — Iris and Client Data are hosted on Flowlith's secure managed infrastructure; or (b) Client-Side Hosting — Iris is deployed on the Client's own server or cloud environment. Flowlith will assist with deployment but the Client assumes responsibility for infrastructure maintenance.
5.2 Isolated VPS Architecture
For Clients on Flowlith-Managed Hosting, each Client is allocated a dedicated, isolated Virtual Private Server (VPS). No Client's data, calls, workflows, or system access is shared with or accessible by any other Client. This isolation is a core security principle of Flowlith's infrastructure.
5.3 Security Standards
Flowlith implements high-end security standards across all Client environments, including encryption in transit (TLS/SSL), encryption at rest, role-based access controls, regular security assessments, and intrusion monitoring. Clients choosing their own hosting environment are responsible for implementing equivalent security standards on their infrastructure.
6. Fees, Billing, and Payment
6.1 Installation Fee — Payment Structure
The Installation Fee is payable in two tranches: (a) 50% of the total Installation Fee is due and payable before any implementation work commences; (b) the remaining 50% is due and payable upon successful completion and handover of the implementation. Flowlith will not commence work until the first tranche is received in cleared funds.
6.2 Monthly Subscription Fee
Following go-live, the Client will be charged a monthly Subscription Fee based on their selected Package. The Subscription Fee is billed monthly in advance on the billing cycle date and is due within seven (7) days of the invoice date.
6.3 Usage-Based Overage Charges
Each Package includes a defined monthly allowance of voice calls and/or workflow executions. If the Client exceeds their Package allowance in any billing period, overage charges will apply at the per-unit rate specified in the SOW. Overage charges are tracked in real time and are invoiced monthly in arrears.
6.4 Usage Tracking and Transparency
Flowlith provides each Client with a real-time usage dashboard showing call volumes, workflow executions, and current usage against Package limits. Clients are responsible for monitoring their usage and upgrading their Package if they anticipate consistent overages.
6.5 Payment Methods
Flowlith accepts payments via Stripe, Razorpay, and PayPal. By providing payment details, you authorise Flowlith to charge applicable fees to your designated payment method. Additional payment methods may be agreed in writing in the SOW.
6.6 Late Payment
Invoices not paid within the due period will attract interest at 1.5% per month on the outstanding balance. If payment is not received within fifteen (15) days of the due date, Flowlith reserves the right to suspend Services without liability until all outstanding amounts are settled.
6.7 Taxes
All fees are exclusive of applicable taxes including GST, service tax, withholding tax, or any other levies applicable in the Client's jurisdiction. The Client is solely responsible for all taxes on their side. Where Flowlith is legally required to collect applicable taxes, these will be itemised on the invoice.
6.8 Price Revisions
Flowlith reserves the right to revise Package pricing at any time. For existing Clients, revised pricing will take effect at the start of the next billing cycle following no less than thirty (30) days' written notice.
7. Subscription Term and Termination
7.1 Subscription Term
The monthly Subscription commences on the go-live date and continues on a month-to-month basis thereafter. There is no mandatory minimum subscription period; however, the Installation Fee is non-refundable in all circumstances as set out in Section 8.
7.2 Termination by Client — Notice Requirement
The Client may terminate their Subscription at any time by providing Flowlith with a minimum of thirty (30) days' written notice to legal@flowlith.com. The notice period commences from the date Flowlith acknowledges receipt of the written notice. The Subscription and all associated Services will remain active and the Client will continue to be billed during the notice period.
7.3 No Penalty for Early Termination
Flowlith does not charge any penalty fee or early termination fee for cancellation of the Subscription at any time. However, no refund will be issued for any portion of fees already paid, including Installation Fees, Subscription Fees for the current or previous billing periods, or any other amounts paid to Flowlith.
7.4 Termination by Flowlith for Cause
Flowlith may terminate these Terms and suspend or terminate access to the Services immediately upon written notice if: (a) the Client materially breaches these Terms and fails to cure the breach within seven (7) days of written notice; (b) the Client fails to pay any undisputed amount within fifteen (15) days of the due date; (c) the Client becomes insolvent, enters into administration, liquidation, or bankruptcy proceedings; or (d) the Client's use of the Services poses a legal, security, or reputational risk to Flowlith or other Clients.
7.5 Effect of Termination
Upon termination for any reason: (a) all licences granted herein immediately terminate; (b) the Client must cease using the Services; (c) Flowlith will provide Client Data for export for thirty (30) days post-termination, after which it may be permanently deleted; (d) all outstanding fees become immediately due and payable; (e) Installation Fees are not refunded under any circumstances.
8. Refund and Payment Policy
THE INSTALLATION FEE (IN WHOLE OR IN PART) IS STRICTLY AND ABSOLUTELY NON-REFUNDABLE UNDER ANY CIRCUMSTANCES WHATSOEVER — WHETHER THE CLIENT TERMINATES BEFORE OR AFTER ONE YEAR, WITH OR WITHOUT CAUSE, AT ANY TIME. NO EXCEPTIONS.
8.1 Installation Fee — Absolutely Non-Refundable
The Installation Fee — both the initial 50% tranche and the final 50% tranche — once paid, is non-refundable under any circumstances. This applies regardless of: (a) when the Client terminates (whether before or after 1 year); (b) the reason for termination; (c) how much of the implementation was utilised; (d) any change in the Client's business circumstances. The Installation Fee compensates Flowlith for irreversible human effort and infrastructure investment made specifically for the Client.
8.2 Monthly Subscription Fee — Non-Refundable
Monthly Subscription Fees are non-refundable once charged. No refund or credit will be issued for: (a) unused days in a billing period; (b) early cancellation during a paid billing period; (c) underutilisation of Package allowances; (d) dissatisfaction with AI output quality; (e) any other reason.
8.3 Overage/Usage Fees — Non-Refundable After Execution
Usage and overage fees are non-refundable once the associated calls or workflows have been executed. Disputed overage charges must be raised in writing within fifteen (15) days of the invoice date. Where a dispute is substantiated as a Flowlith system error, a credit note may be issued for the specific verified items only.
8.4 Pre-Commencement Cancellation
If a Client cancels in writing within forty-eight (48) hours of signing the SOW AND before Flowlith has allocated any internal resources or commenced any preparatory work, Flowlith may, at its sole and absolute discretion, consider returning the first tranche of the Installation Fee. This does not constitute an entitlement or obligation.
9. Support and Service Levels
9.1 24/7 Support
Flowlith provides 24/7 support to all active Clients for the duration of their Subscription. Support covers monitoring, issue diagnosis, and best-effort resolution of IRIS platform issues, integration failures, and operational anomalies.
9.2 Best-Effort Resolution
Flowlith commits to investigating and resolving all reported issues as soon as reasonably practicable. While Flowlith does not guarantee a specific resolution time for all issue types, it will use its best efforts to restore service functionality promptly. Support response and resolution efforts are proportionate to severity.
9.3 Support Continuity
All support rights are tied to the active Subscription. Support remains available for as long as the Client maintains an active paid Subscription. Upon termination, support obligations cease at the end of the notice period.
9.4 Exclusions
Flowlith's support obligations do not cover: (a) issues caused by the Client's own systems, third-party integrations, or internet connectivity; (b) issues arising from Client-side hosting environments; (c) force majeure events; (d) Client-caused misconfigurations or unauthorised modifications.
10. Call Recording, Voice Data, and Retention
The IRIS platform processes voice calls in real time as a core feature. Call recordings, transcripts, and associated metadata may be stored depending on the Client's configuration and instructions.
10.1 Client-Defined Retention
The retention period for call recordings and transcripts is defined by the Client and documented in the SOW or a Data Processing Agreement. Flowlith will retain and store call data only for the duration specified by the Client. Clients may update their retention instructions in writing at any time, and Flowlith will implement changes within a reasonable technical timeframe.
10.2 Consent Responsibility
The Client is solely and exclusively responsible for ensuring that all participants in calls handled by IRIS are informed that their call may be recorded and processed by an AI system, and that all legally required consents have been obtained prior to recording. This obligation applies under all applicable laws including the Indian Telegraph Act 1885, the Information Technology Act 2000, the DPDP Act 2023, and any equivalent law in jurisdictions where calls are received.
10.3 Flowlith's Liability
Flowlith bears no liability for the Client's failure to obtain required recording consents or to comply with applicable call recording laws. The Client agrees to indemnify Flowlith against any claims, penalties, or regulatory actions arising from such failure.
10.4 WhatsApp and Digital Communications
For Clients using IRIS for WhatsApp automation, the Client is responsible for compliance with Meta's WhatsApp Business Policy, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and all applicable messaging and communications regulations. Flowlith provides the automation infrastructure; compliance with messaging policies is the Client's sole responsibility.
11. Acceptable Use Policy
You agree to use the Services only for lawful business purposes and in full compliance with all applicable laws and regulations. You must not use the Services to:
Violation of this Acceptable Use Policy may result in immediate suspension or termination of the Services without notice, at Flowlith's sole discretion, without entitlement to any refund.
12. Client Data and Responsibilities
The Client retains full ownership of all Client Data. The Client grants Flowlith a limited, non-exclusive, worldwide licence to process Client Data solely to the extent necessary to provide the Services.
The Client represents and warrants that: (a) it has obtained all necessary consents, authorisations, and legal bases to provide Client Data to Flowlith and to process it through the Services; (b) Client Data does not infringe any third-party rights; (c) it will comply with all applicable data protection and privacy laws in its use of the Services.
The Client is solely responsible for the accuracy, quality, legality, and completeness of Client Data. The Client is also responsible for ensuring its End-Users are informed that their interactions may be handled by an AI system, where required by applicable law.
13. Intellectual Property Rights
Flowlith owns and retains all right, title, and interest in and to the Services, IRIS AI platform, all underlying software, algorithms, AI models, voice engines, dialogue architectures, workflow logic, interfaces, documentation, trademarks, and all other intellectual property created by or on behalf of Flowlith ("Flowlith IP"). Nothing in these Terms grants the Client any ownership interest in Flowlith IP.
The licence granted to the Client is limited, personal, non-transferable, non-sublicensable, and revocable, and terminates immediately upon expiry or termination of the engagement.
Any improvements, customisations, configurations, or enhancements developed by Flowlith during implementation — even where based on Client requirements or feedback — shall remain the exclusive intellectual property of Flowlith, unless otherwise expressly agreed in a signed SOW.
The Client retains ownership of its pre-existing trademarks, brand assets, and business content. The Client grants Flowlith a limited licence to use such materials solely for the purpose of delivering the Services.
14. Confidentiality
Each party agrees to maintain in strict confidence all Confidential Information received from the other party and to use it solely for performing obligations under these Terms. "Confidential Information" means all non-public technical, commercial, operational, and financial information disclosed in any form.
Confidentiality obligations do not apply to information that: (a) is or becomes publicly available without breach by the Receiving Party; (b) was already known to the Receiving Party without restriction; (c) is independently developed without reference to Confidential Information; or (d) is required to be disclosed by law or regulatory order, provided prompt prior notice is given.
Confidentiality obligations survive termination of these Terms for three (3) years, and indefinitely in the case of trade secrets and proprietary AI architecture.
15. Warranties and Disclaimers
Flowlith warrants that it will provide the Services using reasonable care and skill consistent with prevailing industry standards. Flowlith does not warrant that the Services will be error-free, uninterrupted, or completely secure at all times.
THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, FLOWLITH DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. FLOWLITH MAKES NO WARRANTY REGARDING THE ACCURACY OR RELIABILITY OF AI-GENERATED OUTPUTS, CALL TRANSCRIPTS, OR AUTOMATED DECISIONS PRODUCED BY IRIS.
The Client acknowledges that AI systems including IRIS may produce incorrect or unexpected outputs. The Client is solely responsible for reviewing AI outputs before acting on them. Flowlith shall not be liable for any decisions made by the Client or its End-Users based on IRIS outputs.
16. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, FLOWLITH SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Flowlith's total aggregate liability for any claims arising under or in connection with these Terms — whether in contract, tort, statute, or otherwise — shall not exceed the total Subscription Fees paid by the Client to Flowlith in the three (3) calendar months immediately preceding the event giving rise to the claim. The Installation Fee is expressly excluded from this cap calculation.
These limitations apply regardless of legal theory and survive termination of these Terms. Nothing in this Section limits liability for fraud, gross negligence, death, or personal injury caused by Flowlith's negligence.
17. Indemnification
The Client agrees to indemnify, defend, and hold harmless Flowlith and its officers, directors, employees, agents, and successors from and against all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from: (a) the Client's use of the Services in violation of these Terms; (b) any Client Data processed through the Services; (c) the Client's violation of any applicable law or third-party right; (d) the Client's failure to obtain required call recording or data processing consents; (e) WhatsApp or communications policy violations by the Client; (f) any misrepresentation made by the Client to Flowlith or to End-Users.
Flowlith will indemnify the Client against third-party claims alleging that the IRIS platform itself (excluding Client Data and Client customisations) directly infringes a third party's intellectual property rights, provided the Client promptly notifies Flowlith of the claim and cooperates in its defence.
18. Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of India, without regard to conflict of laws principles.
In the event of any dispute, controversy, or claim arising out of or in connection with these Terms ("Dispute"), the parties shall first attempt resolution through good-faith negotiations for thirty (30) days from written notice of the Dispute.
If unresolved, the Dispute shall be submitted to binding arbitration under the Arbitration and Conciliation Act, 1996 (as amended). Arbitration shall be conducted by a sole arbitrator mutually agreed upon by the parties, failing which appointed in accordance with the Act. The seat, venue, and place of arbitration shall be Bengaluru, Karnataka, India. The language shall be English. The award shall be final and binding on both parties.
Either party may seek urgent interim or injunctive relief from courts of competent jurisdiction in Bengaluru, Karnataka, India, without prejudice to the arbitration process.
19. Force Majeure
Neither party shall be liable for delay or failure in performance caused by circumstances beyond its reasonable control, including acts of God, natural disasters, floods, fires, earthquakes, wars, pandemics, governmental actions, internet or telecommunications outages, cyberattacks, or power failures ("Force Majeure Event"). The affected party must notify the other promptly. If the Force Majeure Event continues beyond sixty (60) days, either party may terminate the affected Services with written notice without liability, except that no refund of fees already paid will be due.
20. Modifications to Terms
Flowlith may amend these Terms at any time. Amended Terms will be posted at www.flowlith.com and communicated to active Clients by email at least thirty (30) days before taking effect. Continued use of the Services after the effective date constitutes acceptance. If you do not accept amended Terms, you must serve a termination notice before the effective date in accordance with Section 7.2.
21. General Provisions
Entire Agreement: These Terms, together with any executed SOW, Order Form, or Data Processing Agreement, constitute the entire agreement between the parties and supersede all prior agreements and representations.
Severability: If any provision is held invalid or unenforceable, the remaining provisions continue in full force.
Waiver: Failure to enforce any right shall not constitute a waiver of that right.
Assignment: The Client may not assign these Terms without Flowlith's prior written consent. Flowlith may assign freely.
Notices: Legal notices must be sent in writing to legal@flowlith.com. Client notices will be sent to the registered account email.
Relationship: The parties are independent contractors. Nothing herein creates a partnership, joint venture, employment, or agency relationship.
Language: These Terms are in English. In case of any translation, the English version prevails.
Contact: Legal enquiries: legal@flowlith.com | Support: support@flowlith.com | Website: www.flowlith.com