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Terms of Service

Last updated: October 12, 2026

1. Acceptance of Terms

By accessing or using Polu's services ("Service"), you agree to be bound by these Terms of Service. If you disagree with any part of the terms, you may not access the Service.

2. Description of Service

Polu provides an AI-powered customer service platform via SMS, WhatsApp, and voice calls for small and medium businesses. The Service includes:

  • Automated AI customer service via SMS, WhatsApp, and voice calls
  • Dedicated business phone number provisioning (SMS, voice, optional WhatsApp)
  • Call forwarding and missed-call SMS follow-up
  • Order and appointment management
  • Google Calendar availability sync (optional)
  • Product catalog and payment tracking
  • Management dashboard

3. User Accounts

To use the Service, you must create an account by providing accurate and complete information. You are responsible for maintaining the confidentiality of your account and password.

4. Acceptable Use

You agree not to use the Service to:

  • Send spam or unsolicited messages
  • Violate applicable laws or regulations
  • Infringe intellectual property rights
  • Transmit illegal, offensive, or harmful content
  • Attempt to access unauthorized systems

5. SMS, WhatsApp, and Voice Communications Consent

For Business Owners: By using the Service, you consent to receive operational messages via SMS and WhatsApp related to your account, including setup instructions, notifications about customer conversations requiring attention, and service updates. Message frequency varies based on your business activity.

For Customers (Messaging): When you initiate a conversation with a business using Polu by sending a message via SMS or WhatsApp, you consent to receive automated responses related to your inquiry. This includes product information, order confirmations, payment instructions, appointment reminders, and customer support responses. The conversation is initiated by you, and you can stop receiving messages at any time by replying STOP.

Voice Calls: When you call a business using a Polu-provided number, your call may be answered or processed by an AI assistant, forwarded to the business owner's phone, or returned as a missed-call SMS. Calls may be recorded and transcribed to deliver the Service and improve AI quality. A brief recording notice is played at the start of each AI-answered call. By continuing the call after that notice, you consent to this processing, to the fullest extent permitted by applicable law.

Message Types: Messages may include:

  • Responses to your product or service inquiries
  • Order confirmations and status updates
  • Payment information and confirmations
  • Appointment reminders and scheduling confirmations
  • Customer support responses

Opt-Out: Reply STOP to any message to stop receiving automated responses. Reply HELP for assistance. Standard message and data rates may apply. Messages are delivered through our telecommunications partners. Carrier fees are the responsibility of the user.

No Marketing: Polu does not send unsolicited marketing or promotional messages. All messages are in direct response to customer-initiated conversations or operational notifications for business owners.

6. Payments and Subscriptions

Some aspects of the Service are provided for a fee. Prices are subject to change with 30 days notice. Subscriptions are automatically renewed until cancelled. Refunds are reviewed on a case-by-case basis; contact support@polu.ai for billing issues.

7. Intellectual Property

The Service and its original content are owned by Polu and are protected by copyright and intellectual property laws.

8. Limitation of Liability

In no event shall Polu be liable for any indirect, incidental, special, or consequential damages arising from the use or inability to use the Service.

9. Modifications

We reserve the right to modify these terms at any time. We will notify you of significant changes via email or through the Service.

10. Termination

We may terminate or suspend your account immediately, without prior notice, for breach of these Terms of Service.

11. Governing Law

These terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions.

12. Contact

If you have any questions about these Terms of Service, please contact us at legal@polu.ai.