Terms of Service

These Terms govern Callugo virtual numbers, cloud telephony and AI-powered voice communication services.

1. Introduction and acceptance

These Terms of Service (the "Terms") form an agreement between you ("Customer", "you" or "your") and DIMAR L.L.C-FZ, operating under the Callugo brand ("Callugo", "Company", "we", "us" or "our"). They govern access to and use of https://callugo.com (the "Website"), your Callugo account and the services described below (collectively, the "Services").

By registering for an account, placing an order, clicking to accept these Terms, or using the Services, you agree to be bound by them. If you act for a company or another organisation, you confirm that you are authorised to bind that organisation; references to "you" then include that organisation. If you do not agree, do not purchase or use the Services.

These Terms apply to business customers and individual consumers. Any rights that cannot lawfully be excluded or limited under applicable consumer, privacy or telecommunications law remain unaffected.

2. Who we are and how to contact us

Service brand: Callugo | Legal operator: DIMAR L.L.C-FZ | UAE Trade Licence No.: 2310873.01 | Licensing authority: Meydan Free Zone, Dubai.

Registered address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.

Website: https://callugo.com | Email: info@callugo.com | Telephone: +971 50 949 5451.

Questions, complaints, notices and cancellation requests may be sent to info@callugo.com. We will use the email address associated with your account for important contractual and service notices.

3. Scope and availability of Services

Callugo provides, depending on the plan and country, cloud-based telephony and communication services that may include virtual telephone numbers, cloud private branch exchange (PBX) functionality, interactive voice response (IVR), call routing and management features, AI-powered voice agents and related usage-based services.

The particular features, number of users, eligible destinations, included usage, limits, setup requirements, fees and available countries are defined in the relevant plan description, order confirmation or signed service order (the "Order"). A feature described on the Website is not included in your plan unless expressly identified as included.

We may rely on licensed telecommunications operators, numbering suppliers, hosting providers, payment processors and AI technology providers. Availability, quality, routes and configuration can vary by country and provider. We do not promise that every feature, destination or number type is available in every jurisdiction.

We may refuse or defer an Order where number registration, compliance review, provider approval or regulatory requirements cannot be satisfied. Any payment for an undelivered service will be handled under our Refund & Cancellation Policy and applicable law.

4. Eligibility, accounts and verification

You must be at least 18 years old, or the age of legal majority in your jurisdiction if higher, and legally capable of entering into this agreement. Business accounts must be created and managed by an authorised representative.

You agree to give accurate, complete and current registration, billing and contact information; maintain the confidentiality of passwords and access credentials; and promptly notify us about suspected unauthorised access or misuse of your account.

For regulated telephone numbers or certain services, we or our providers may request proof of identity, business registration, address, local presence, intended use, end-user details or other know-your-customer (KYC) documentation. You authorise us to share verification information with relevant suppliers and competent authorities when necessary and lawful. Incomplete, inaccurate or expired documentation may delay, restrict or prevent provisioning.

You are responsible for activity carried out through your account and by users whom you authorise, except to the extent resulting from Callugo's own breach or failure to exercise legally required care. You must promptly inform us of security incidents so that we can take appropriate protective measures.

5. Virtual telephone numbers and numbering rights

Telephone numbers are allocated or made available for use under the rules of the relevant numbering authority and telecommunications provider. Payment for a number gives you a contractual right to use it during the applicable subscription or assignment period; it does not transfer legal ownership of numbering resources.

An advertised number is not guaranteed until we confirm assignment or provisioning. Number availability, geographical eligibility, local-address rules, use restrictions and documentation requirements can change. We may need to replace, suspend, reclaim or withdraw a number when required by a regulator, carrier, numbering authority, or applicable law. Where practicable, we will give reasonable advance notice and explain available options.

Number portability, transfer-out and retention rights depend on the applicable country, provider, number type and regulatory framework. We will not represent portability as available unless confirmed. Any eligible porting process, required documents, timing and disclosed charges will be provided before submission where reasonably possible.

After cancellation or expiry of a number subscription, the number may be released, reassigned or become unavailable. You should arrange continuity or eligible porting before termination. We cannot guarantee retrieval of a released number.

6. Emergency calling and critical-use restriction

IMPORTANT: Callugo is not a replacement for a traditional emergency telephone service. Emergency calling, including calls to police, ambulance or fire services, is not supported unless Callugo explicitly confirms availability for the relevant service and location in writing. Never rely on Callugo as your only means of contacting emergency services.

Services can be interrupted by power failures, internet connectivity issues, device failures, carrier outages or other technical events. Do not use the Services as the sole communication channel for life-safety, emergency dispatch, medical monitoring, alarm transmission or other activities where service interruption could create an immediate risk of harm.

7. Acceptable use and communications compliance

You must use the Services lawfully and comply with all applicable telecommunications, consumer protection, advertising, privacy, data protection, anti-spam, sanctions, export control and related laws, including rules applicable to the countries from which and to which calls are made.

In particular, you must not:

• make fraudulent, harassing, threatening or deceptive calls; engage in scams, phishing, unlawful robocalling or nuisance calling;
• send unsolicited marketing communications, use automated outreach without the legally required consent, or disregard relevant do-not-call or suppression lists;
• falsify or misuse caller identification; impersonate an individual or organisation without authority; or misrepresent the origin or purpose of a call;
• resell, sub-license, transfer or share regulated telephone numbers or capacity in breach of applicable rules or without Callugo's written approval;
• attempt toll fraud, premium-rate traffic abuse, traffic pumping, artificial inflation of traffic, security circumvention or unauthorised network access;
• use the Services to infringe intellectual property or privacy rights, distribute malware, or violate any third party's legal rights.

You are responsible for obtaining and maintaining any notices, permissions and lawful bases needed for your calling campaigns, call recordings, processing of personal data and use of AI agents. When operating in Singapore, you must observe applicable Do Not Call and telecom rules. We may implement reasonable traffic, destination, rate or security restrictions to protect customers, operators and the platform.

8. AI voice agents and automated interactions

AI voice agents may generate speech, answer questions, classify calls, collect information, route calls or perform other configured tasks. Outputs may be inaccurate, incomplete, delayed, offensive or unsuitable for a particular purpose. You must test and supervise your agents, maintain appropriate fallback or human escalation procedures, and independently verify important information.

You control the instructions, knowledge materials, scripts, business information and configurations that you provide to an AI agent (your "Customer Content"). You must have all necessary rights and lawful grounds to provide and use that content and to collect or process information through your agent.

You must make required disclosures when a person is interacting with an AI system, and comply with any applicable obligations governing synthetic voices, consent, call recording, direct marketing and automated decision-making. Do not use AI agents to deceptively impersonate real people, mislead callers about their identity, or make legally significant decisions without suitable human oversight where required.

Unless a separate written agreement expressly provides otherwise, Callugo does not provide regulated medical, legal, financial or emergency advice through an AI agent, and AI-generated content is not a substitute for qualified professional judgment.

9. Call recording, transcripts and personal data

Where supported and enabled, the Services may process call metadata, audio, recordings, transcripts, prompts and related communications content. You are responsible for providing legally required notices, obtaining valid consents where necessary, implementing an appropriate retention policy and ensuring that your users and callers are informed as required.

Our Privacy Policy describes how Callugo handles personal data for its own purposes. Where Callugo processes personal data on behalf of a business customer, a separate data processing agreement may apply where required. We may use telecommunications, infrastructure and AI subprocessors to deliver the ordered Services, subject to applicable legal requirements.

You are responsible for exporting or retaining copies of important Customer Content while your account remains accessible. Data availability after cancellation, deletion requests and applicable retention periods are governed by the Privacy Policy, any applicable data processing agreement, lawful retention duties and the technical capabilities described for the service. We do not guarantee indefinite archival.

10. Subscription plans, renewals and usage fees

Paid plans are billed in advance at the interval shown at checkout or in the Order (for example, monthly or annually). Unless clearly labelled as a one-time charge, each subscription renews automatically for the next applicable billing period until cancelled in accordance with Section 12.

The Order or checkout will identify the subscription price, billing frequency, any setup or number registration fees, included allowances and applicable usage rates or where those rates can be accessed before purchase. Call minutes, AI processing, telephone numbers, additional seats, destinations or add-ons may be separately metered or billed if they are not included in your plan. Overage charges depend on actual use and may vary between billing periods.

Any trial or promotional price, duration, conditions and subsequent paid amount will be stated before you accept it. We will not add optional paid services through pre-selected consent boxes. Applicable taxes and any mandatory transaction charges will be disclosed where required.

Where prepaid credits or balances are offered, their eligibility, validity, use and refundability will be stated at purchase; no undisclosed forfeiture rule is created by these Terms. If usage exhausts available credit or exceeds an applicable account limit, certain features may be restricted pending payment or top-up.

11. Payment, invoices and price changes

You authorise Callugo and its payment providers to charge the payment method selected at checkout for accepted Orders, recurring subscriptions, agreed add-ons, applicable taxes and properly incurred usage charges. You must keep payment details current. We may issue electronic invoices and receipts to the email address registered to your account.

If a payment fails, we may notify you and provide an opportunity to update your payment method. Subject to applicable law and any mandatory notice requirement, we may restrict or suspend unpaid Services after reasonable notice. You remain responsible for valid charges already incurred, but we will not charge for unprovided services contrary to your statutory rights.

We may change prices for future subscription periods by providing reasonable advance notice, ordinarily at least 30 days for material increases to recurring plan charges. A price increase will not retroactively affect a prepaid period. Where a change affects your next renewal, you may cancel before the change takes effect. Changes to variable carrier charges or usage rates will be communicated as required and made available before they apply where practicable.

If you dispute a charge, contact info@callugo.com with your invoice details. We will review verified billing errors and make corrections or refunds in accordance with our Refund & Cancellation Policy and applicable law. Your statutory rights to contact your payment provider or pursue a chargeback remain unaffected.

12. Cancellation, refunds and termination by the Customer

You may cancel an automatically renewing subscription at any time by emailing info@callugo.com. Where a self-service cancellation option is made available in your account or payment portal, you may use that method instead. We do not charge a separate fee merely to submit a cancellation request.

A cancellation request received before the next renewal charge is due stops that renewal, even if acknowledgement arrives later. Unless you request earlier termination or applicable law provides otherwise, access remains available until the end of the paid billing period. Valid charges for services consumed before termination remain payable.

Our separate Refund & Cancellation Policy sets out the voluntary seven-day refund option for eligible initial purchases of unactivated, unused Services, treatment of allocated numbers and metered usage, remedies for non-delivery or billing errors, and any applicable statutory withdrawal rights, including those of eligible EU/EEA consumers.

You may review that policy at callugo.com/refund-policy. If any provision of these Terms conflicts with mandatory refund or cancellation law, the mandatory law prevails.

13. Suspension and termination by Callugo

We may temporarily suspend, restrict or terminate the affected Services where reasonably necessary to address suspected fraud, unlawful traffic, cyber-security incidents, abusive use, non-payment, false KYC information, material breach of these Terms, carrier instructions or regulatory obligations.

Where reasonably practicable and lawful, we will explain the reason and give notice and an opportunity to remedy the issue. We may act immediately when required to prevent harm, comply with a legal order or protect network integrity. We will use proportionate measures and restore access when the underlying issue is resolved, where technically and legally possible.

If we permanently discontinue a paid Service without customer breach, we will provide a suitable alternative for your acceptance or handle prepaid but undelivered services under the Refund & Cancellation Policy and mandatory law. Upon termination, contractual access rights end, assigned numbers may be released subject to applicable porting rules, and outstanding properly incurred charges remain due.

14. Maintenance, support and service changes

We use commercially reasonable efforts to maintain service continuity, but telephony and cloud features depend on networks, providers, internet connections and other systems outside our full control. Maintenance, upgrades, changes to carrier arrangements and outages may affect service availability. We will provide appropriate notice of planned material disruption where practicable.

Any binding service level agreement (SLA), specific support response commitment or service credit must be expressly agreed in the applicable Order or a separate written SLA. Public descriptions of features or support channels do not create an unstated uptime or response-time guarantee.

We may modify or retire features for technical, security, legal or operational reasons. We will give reasonable notice of material adverse changes where practicable and provide applicable remedies if a paid contracted service can no longer be supplied.

15. Intellectual property and Customer Content

Callugo and its licensors retain all intellectual property rights in the Website, software, platform, interfaces, documentation, trademarks and underlying technology. Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable right to access and use the purchased Services during your subscription for your own lawful purposes.

As between you and Callugo, you retain your rights in your Customer Content. You grant us and necessary service providers a limited right to host, transmit, process, reproduce and use that content only as reasonably necessary to provide, secure, troubleshoot and support the Services, comply with law, and otherwise as permitted under our Privacy Policy and any applicable data processing agreement.

You must not copy, reverse engineer, decompile, misuse or circumvent technical controls of the platform except to the extent that a restriction is prohibited by applicable law. These Terms do not grant ownership rights over AI models, carrier networks or telephone numbers.

16. Confidentiality and information security

Each party must take reasonable care to protect confidential business information received from the other party and use it only to perform or receive the Services, unless disclosure is permitted by law, required by a regulator, or authorised by the disclosing party.

We implement security measures appropriate to our role and the nature of the Services; however, no internet service can be guaranteed entirely secure. Customers are responsible for account access controls, endpoint security, appropriate user permissions, lawful collection of personal data and prompt reporting of security concerns. If applicable, further security and data processing commitments are set out in a separately agreed written agreement.

17. Third-party services and connectivity

Delivery of the Services may depend on independent telecommunications operators, number suppliers, internet access providers, hosting infrastructure, payment processors and AI providers. Their lawful operating restrictions, numbering rules and technical capabilities can affect service availability.

A third party's website or separately contracted service may have its own terms. We remain responsible for obligations we expressly assume under your Order and for mandatory legal duties; referring to third-party providers does not remove statutory consumer remedies for Services purchased from Callugo.

18. Warranties and limitations

We will provide the Services with reasonable care and skill and in accordance with the features and commitments agreed in the applicable Order. Except for express contractual commitments and non-excludable legal guarantees, we do not warrant uninterrupted or error-free operation, guaranteed connection or call quality, specific commercial results, uninterrupted access to any specific telephone number, or perfectly accurate AI-generated responses.

You acknowledge that network connectivity, call routing, voice recognition and AI outputs may be affected by regional restrictions, third-party systems, source materials, caller behaviour and external conditions. Nothing in these Terms excludes a remedy that applicable consumer law makes mandatory.

19. Liability and allocation of risk

To the fullest extent permitted by applicable law, neither party is liable to the other for indirect or consequential loss, or for lost profits, revenue, goodwill or anticipated savings, except where exclusion would be unlawful. For business customers only, Callugo's aggregate liability arising from the Services under these Terms is limited to the fees paid or payable by that customer for the affected Services during the 12 months immediately before the event giving rise to the claim.

The preceding limit does not apply to liability that cannot lawfully be limited, including fraud, wilful misconduct, death or personal injury caused by negligence where applicable, or mandatory statutory consumer remedies. It does not limit sums payable by Callugo under an express refund obligation or any separate written agreement that validly provides greater protection.

For individual consumers, liability is determined in accordance with applicable consumer protection law, and no contractual cap in this Section is intended to remove mandatory consumer rights.

20. Changes to these Terms

We may update these Terms to reflect legal requirements, new features, security controls or changes in our Services. We will publish the updated version with its effective date. For material changes adversely affecting an existing paid subscription, we will provide reasonable advance notice, normally at least 30 days when practicable, and explain any right to cancel before the change takes effect.

A change will not retroactively alter an already completed transaction or remove a mandatory consumer right. If you disagree with an upcoming material change, you may cancel the subscription before it takes effect. Continued use after the effective date constitutes acceptance only to the extent permitted by applicable law.

21. Governing law and disputes

These Terms are governed by the laws applicable in Dubai, United Arab Emirates, without prejudice to mandatory consumer, data protection or telecommunications laws that apply to you in your country.

Please first contact info@callugo.com so we can attempt to resolve a complaint. Where permitted by law, disputes not resolved amicably will be submitted to the competent courts of Dubai, United Arab Emirates. This forum clause does not deprive a consumer of any non-waivable right to bring or defend proceedings before the courts of their place of residence or another forum protected by applicable law.

22. General terms and document hierarchy

If a court or competent authority determines that a clause is unenforceable, the remaining clauses will continue to apply to the extent legally permissible. A delay or failure to enforce a provision is not a waiver of that provision.

An individually negotiated and signed enterprise agreement prevails over these general Terms to the extent of any inconsistency. The Order controls selected features and commercial details; an applicable data processing agreement controls personal-data processing obligations; and the Refund & Cancellation Policy controls refunds and cancellation remedies, in each case subject to mandatory law.

These Terms, together with the applicable Order, the Refund & Cancellation Policy and any explicitly incorporated service-specific agreement, constitute the agreement relating to the Services described here. The English-language version is the controlling version to the extent permitted by law.