Oxid Liveঅক্সিড লাইভ

Terms of Service · Privacy Policy

Terms of Service

Oxid Live, Dhaka, Bangladesh ("Oxid Live", "we", "us"). The legal entity behind the service is named here once registered. Effective: 2026-09-17. Version 0.1 — draft for legal review; not yet in force.

These terms govern the use of the Oxid Live platform: the console at oxid.live, the API, the chat widget, the WhatsApp and Messenger channels, the call link, and the voice agents ("the Service"). By creating an account you agree to them on behalf of the business you represent ("you", "the Tenant").

1. The Service

  1. Oxid Live provides automated customer-conversation agents — chat and voice, in Bangla, Banglish and English — that answer your customers using the knowledge, scripts, tools and permissions you configure in the console.
  2. You configure what the agent may say and do. We provide the platform; you remain responsible for the content of your knowledge base, your scripts, the tools you connect and the authority you grant.
  3. The Service is delivered on a best-effort basis during Phase 1. Service levels for uptime, latency and support are agreed per contract for enterprise and bank tenants.

2. Accounts

  1. One account per business. The person who signs up is the owner and may invite colleagues with roles. You are responsible for everyone you invite.
  2. Owners, admins and QA managers must use two-factor sign-in. Keep credentials and API keys secret; rotate a key the moment you suspect it has leaked.
  3. Bank and financial-institution tenants onboard through a contract, with single sign-on against their own identity provider.

3. Prepaid credits and prices

  1. The Service is prepaid. You buy credits (BDT) through the payment gateway or against an invoice; usage — calls, chat conversations, voice notes, QA interactions, API calls — is metered and deducted at the prices shown in the console at the time of use.
  2. Credits are not refundable once spent. Unspent credits are refundable on request within 30 days of purchase, less gateway fees, to the original payment method.
  3. We may change prices with 30 days' notice in the console. Credits already bought keep their value.
  4. If your balance reaches zero, the agent stops answering until you top up. Your data and configuration are kept.

4. Acceptable use

You must not use the Service to:

  1. Place calls or send messages to people who have not asked for them (spam), or outside the calling window you set, or to premium-rate or international numbers without written agreement.
  2. Collect, store or process personal data you do not have the right to process, including payment-card numbers, national ID numbers or health information, unless your contract with us covers it.
  3. Impersonate a person, a government body or another business, or let the agent claim to be human. The agent always identifies itself as automated when asked.
  4. Probe, reverse-engineer or extract the models, prompts, configuration or infrastructure behind the Service, or help others do so.
  5. Break the law of Bangladesh or of any country you operate in, including the Bangladesh Telecommunication Regulation Act and the Digital Security / Cyber Security Act.

We may switch an agent off, or suspend an account, immediately where we reasonably believe these rules are being broken. We tell you why, and the action is recorded in your account's audit trail.

5. Your customers' data

  1. For your customers' data — phone numbers, names, transcripts, recordings, orders — you are the data controller and we are the processor. We process it only to deliver the Service to you, on your instructions as expressed by your configuration.
  2. Recordings and transcripts are kept for the retention period you set (default 90 days), then deleted, unless a legal hold applies. You can delete a conversation or a customer at any time from the console or the API.
  3. Your customers' data is not used to train our models unless your contract includes the training clause, which you accept explicitly. It is off by default.
  4. We store data in Singapore during Phase 1 and move it to Bangladesh when in-country hosting is available. Bank tenants may require in-country hosting from the start.
  5. Our staff do not read your transcripts or listen to your recordings in the normal course of business. Access is break-glass: it needs a ticket and a reason, lasts one hour, and every access is written to your audit trail where you can see it.
  6. Our sub-processors (speech, language, telephony and hosting providers) are listed in the Privacy Policy. We tell you 30 days before adding one.

6. Your data and configuration

  1. You own your knowledge base, scripts, scorecards, SOPs and configuration. We use them only to run your agent.
  2. You can export your data at any time through the API or by request.
  3. On termination we delete your data 30 days after your last credit expires or your request, whichever is earlier, except what we must keep by law (invoices, call detail records for telecom compliance).

7. Intellectual property

  1. The Service, its models, prompts, voices, software and documentation are ours or our licensors'. Your account gives you a right to use the Service, nothing more.
  2. The persona voices are licensed to us by the voice actors. You may not extract, clone or reuse them outside the Service.
  3. You may say publicly that you use Oxid Live. We may list you as a customer only with your written consent.

8. Warranties and liability

  1. The agent is automated. It can make mistakes. It is designed to abstain and hand over to a person when it is unsure, and it never takes an action beyond the authority you grant, but you must review the agent's configuration and test it on your own phone before going live, and you remain responsible for what it does on your behalf.
  2. We provide the Service "as is". To the extent the law allows, we exclude implied warranties.
  3. Our total liability to you in any twelve months is limited to the credits you bought in those twelve months. We are not liable for indirect or consequential loss, including lost sales or reputation.
  4. Nothing limits liability for fraud, death or personal injury caused by negligence, or anything that cannot be limited by law.

9. Term and termination

  1. These terms apply from sign-up until you close your account or we terminate it.
  2. You may close your account at any time from the console.
  3. We may terminate with 30 days' notice for any reason, or immediately for a breach of section 4 or non-payment.

10. Changes

We may update these terms. Material changes are announced in the console and by email 30 days before they take effect; continuing to use the Service after that date is acceptance.

11. Law and disputes

These terms are governed by the laws of Bangladesh. Disputes go first to good-faith negotiation, then to arbitration in Dhaka under the Arbitration Act 2001, in English.

12. Contact

Oxid Live · Dhaka, Bangladesh · legal@oxid.live · billing@oxid.live