Terms of Service
1. The Service
NOVA Labs ("NOVA", "we", "us") provides an AI voice agent platform that places automated sales qualification calls to phone numbers submitted by our customers ("you", "Customer"). The platform includes the web dashboard at novalabs.ae, the underlying APIs, and the email summaries we send after calls complete.
2. Acceptable Use
You may use NOVA only for lawful outbound sales, customer research, and lead qualification calls where you have a genuine business relationship with or consent from the called party. You may not use NOVA to:
- Place calls to numbers you have no lawful basis to contact (including numbers on a national Do Not Call registry where applicable, and numbers where the called party has previously opted out).
- Impersonate real individuals, competitors, or government agencies.
- Place calls whose purpose is fraudulent, deceptive, harassing, or coercive.
- Attempt to reverse-engineer, resell, or rebrand the platform without a written agreement.
- Submit content (product descriptions, pitch scripts, lead data) that violates third-party rights or applicable law.
You are responsible for ensuring every phone number you submit is one you are legally permitted to call under the rules of the called party's jurisdiction.
3. Consent and Disclosure
When NOVA answers or places a call, the agent identifies itself as calling on your behalf. You are responsible for ensuring you have collected any consent required by the called party's local law before submitting their number to us. NOVA logs the fact of consent at submission time but is not a substitute for your own compliance program.
4. Payment
Paid plans are billed in advance in the currency shown at checkout. Minutes and features are consumed as you place calls. Unused minutes expire at the end of each billing period unless your plan states otherwise. Pricing may change with thirty (30) days' notice, and changes apply to renewals only.
5. Refunds
If a call fails to connect through no fault of yours (SIP trunk outage, LiveKit Cloud outage, upstream provider error) the minutes are credited back to your account automatically. Refund requests for other reasons are reviewed on a case-by-case basis within fourteen (14) days of the charge; contact ceo@novalabs.ae.
6. No Guarantees of Outcome
NOVA is a lead qualification tool, not a guaranteed sales outcome. We do not warrant that any specific call will result in a meeting booked, lead qualified, or deal closed. Conversion outcomes depend on your product, the quality of your lead list, market conditions, and the called party — none of which we control.
7. Service Availability
We target high availability but do not promise uninterrupted service. Planned maintenance is announced in advance where possible. Unplanned outages are tracked and credited per §5 where applicable.
8. Limitation of Liability
To the maximum extent permitted by law, NOVA's total liability for any claim arising out of or related to the service in a given billing period is limited to the fees you paid to NOVA in that period. NOVA is not liable for indirect, incidental, consequential, or punitive damages, including lost profits, lost leads, or reputational harm.
9. Intellectual Property
You retain ownership of your product descriptions, pitch scripts, lead data, and recordings. You grant NOVA a limited licence to process that content only to operate the service on your behalf. NOVA retains ownership of the platform, models, prompts, and infrastructure.
10. Termination
You may cancel your subscription at any time from your dashboard. We may suspend or terminate your account if you materially breach these terms (most commonly: using NOVA to call numbers you have no lawful basis to contact). Termination does not refund prepaid minutes except where §5 applies.
11. Changes to These Terms
We may update these terms. Material changes will be notified by email and published here with an updated date. Continued use of the service after a change is notified is acceptance of the revised terms.
12. Governing Law and Disputes
These terms are governed by the laws of the United Arab Emirates. Any dispute that cannot be resolved informally shall be resolved in the courts of Dubai, UAE. Nothing in these terms waives your mandatory statutory rights in your country of residence.
13. Contact
Questions about these terms: ceo@novalabs.ae.