Terms of Service

1. Acceptance of Terms

By accessing or using Call Coach IQ ("the Service", "Platform"), operated by Call Coach IQ ("Company", "we", "us"), you agree to be bound by these Terms of Service. If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation and that your organisation accepts these terms.

If you do not agree to these terms, do not access or use the Service.

2. Description of Service

Call Coach IQ is a B2B SaaS platform that provides AI-powered call transcription, scoring, coaching, and performance analytics for call centre operations. Features include but are not limited to: automated call processing, agent performance dashboards, churn risk detection, coaching recommendations, and real-time reporting.

Access to the Service is provisioned by our team following a demo and onboarding process. There is no self-service sign-up. All accounts are created and managed at our discretion.

3. Accounts and Access

Each user account is personal and non-transferable. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at support@callcoachiq.com if you suspect unauthorised access.

The Platform enforces role-based access control (Agent, Manager, Admin, Super Admin). Users may only access the data and features appropriate to their assigned role.

4. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable laws or regulations
• Upload content you do not have the right to share (including call recordings involving parties who have not consented where required by law)
• Attempt to gain unauthorised access to any part of the Service or its infrastructure
• Reverse-engineer, decompile, or disassemble any part of the Service
• Use the Service to transmit malware, spam, or other harmful content
• Resell or sublicense access to the Service without prior written approval

Call recording compliance: You are solely responsible for ensuring that your use of call recordings complies with all applicable laws, including consent requirements under wiretapping, privacy, and telecommunications regulations in your jurisdiction. Call Coach IQ does not provide legal advice and does not guarantee regulatory compliance.

5. Your Data

You retain all ownership rights to the data you upload to or generate through the Service, including call recordings and transcripts. You grant Call Coach IQ a limited licence to process that data solely for the purpose of providing the Service to you.

We do not sell your data, use it to train general-purpose AI models, or share it with third parties except as required to operate the Service (see our Privacy Policy).

6. Intellectual Property

The Call Coach IQ platform, including its software, design, trademarks, and documentation, is the intellectual property of Call Coach IQ and is protected by applicable intellectual property laws. Nothing in these terms transfers any IP rights to you.

Any feedback, suggestions, or ideas you provide about the Service may be used by us without restriction or compensation.

7. Service Availability

We aim for high availability but do not guarantee uninterrupted access to the Service. We may carry out scheduled or emergency maintenance that temporarily affects availability. We will endeavour to provide advance notice of planned downtime where practicable.

The Service relies on third-party infrastructure including Google Firebase, Google Cloud, and Gemini AI. Disruptions to those services may affect Call Coach IQ availability.

8. Limitation of Liability

To the maximum extent permitted by law, Call Coach IQ and its affiliates, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising out of or in connection with your use of or inability to use the Service.

Our total aggregate liability for any claims arising from these terms or your use of the Service shall not exceed the amount paid by you (or your organisation) to Call Coach IQ in the 12 months immediately preceding the claim.

9. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranty of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement. AI-generated outputs (transcripts, scores, coaching tips, risk assessments) are provided for informational purposes and may contain errors. You are responsible for independently verifying any material decisions made based on AI outputs.

10. Termination

Either party may terminate these terms at any time. We reserve the right to suspend or terminate your access to the Service immediately, without notice, if we determine that you have violated these terms or that your use poses a risk to the Service or other users.

Upon termination, your right to access the Service ceases immediately. Your data will be retained for 90 days following termination and then deleted, unless otherwise required by law or agreed in writing.

11. Changes to These Terms

We may update these Terms of Service from time to time. When we do, we will revise the effective date at the top of this page and, for material changes, notify account administrators by email at least 30 days before the changes take effect. Continued use of the Service after changes become effective constitutes your acceptance of the revised terms.

12. Governing Law

These terms are governed by and construed in accordance with the laws of the jurisdiction in which Call Coach IQ is incorporated, without regard to conflict of law principles. Any disputes shall be resolved in the competent courts of that jurisdiction.

13. Contact

For questions about these terms, contact us at: