Terms of Service
Plain English summary: You pay us a setup fee and a monthly subscription. You own your data — always. We guarantee 99.9% uptime or we credit you. Either party can terminate with 30 days notice. Disputes go to Chennai courts.
1. Definitions
- "VKatOS" means VKatOS Private Limited, a company incorporated in Chennai, Tamil Nadu, India.
- "Client" means the business organisation that has signed up for and is paying for the VKatOS platform.
- "User" means any individual granted access to the platform by the Client.
- "Platform" means the VKatOS software, VAASI autonomous agent, portal, APIs, and related services.
- "Client Data" means all data, files, cases, and operational information uploaded to or generated by the Platform on behalf of the Client.
- "Subscription" means the monthly recurring fee paid by the Client for ongoing access to the Platform.
2. Service description
VKatOS provides an AI-native autonomous business operations platform, including:
- VAASI autonomous agent — continuous pipeline monitoring, anomaly detection, and predictive failure alerts
- Portal — admin and staff web interface for case management, documents, and reporting
- 7am director briefing — automated WhatsApp briefing generated by VAASI
- Document intelligence — OCR, extraction, and classification of uploaded documents
- Self-repair engine — automatic detection and resolution of operational anomalies within defined guardrails
- Onboarding — pipeline configuration, connector setup, and staff training (included in setup)
3. Payment terms
3.1 Fee structure
All amounts are exclusive of applicable GST. GST invoices will be issued as required under Indian tax law.
3.2 Payment schedule
- Setup fee is due upon contract signing, before deployment begins
- Monthly subscription is billed in advance on the 1st of each month
- Payment is accepted via Razorpay (UPI, NEFT, credit/debit card, net banking)
- Invoices are issued within 24 hours of payment; GST invoices within 5 business days
3.3 Late payment
Subscription invoices unpaid after 15 days: platform access is suspended (not deleted). Data is preserved. Access is restored within 2 hours of payment receipt. Invoices unpaid after 45 days may result in termination under Section 9.
3.4 Refund policy
- Setup fees are non-refundable once deployment has commenced
- Monthly subscription fees are non-refundable for the current billing period
- If VKatOS fails to meet the SLA in Section 5, a credit (not a refund) is applied per Section 5.3
- Exception: if VKatOS terminates the contract without cause, the Client receives a pro-rated refund for unused subscription days
3.5 Price changes
VKatOS may update subscription pricing with 60 days written notice. Existing Clients retain current pricing for 12 months from notice date.
4. Promotional offer — First 3 clients
The first three Clients to sign a deployment contract receive 3 months of subscription fees waived (not setup fee). This offer is limited, non-transferable, and may be withdrawn at any time for new inquiries. Existing offer commitments will be honoured.
5. Service Level Agreement (SLA)
5.1 Uptime commitment
VKatOS guarantees 99.9% uptime per calendar month for the core platform (Portal API, VAASI agent, WhatsApp briefing delivery). Uptime is measured from the VPS host metrics.
5.2 Exclusions
The following are not counted against uptime:
- Scheduled maintenance (notified 48 hours in advance; limited to 2 hours/month, Sundays 2am–4am IST)
- Force majeure events (natural disasters, ISP outages outside Hetzner's control, acts of government)
- Client-caused outages (incorrect configuration, misuse, or overloading the platform beyond plan limits)
- Third-party service outages (Razorpay, Meta WhatsApp API, cloud AI providers)
5.3 SLA credits
| Monthly uptime | Credit (applied to next invoice) |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription |
| 95.0% – 98.9% | 25% of monthly subscription |
| Below 95.0% | 1 full month subscription credit |
Credits are applied automatically. No claim needed. Maximum total credit in any month is 1 month's subscription fee. Credits are not redeemable for cash.
5.4 Response times
- Critical issues (platform down): 2-hour response, 4-hour resolution target
- High issues (feature broken, data not syncing): 4-hour response, 24-hour resolution target
- Medium issues (UI bug, minor error): 24-hour response, 72-hour resolution target
- Support channel: WhatsApp +91 80562 38628 or velan@vkatos.com
6. Data ownership
The Client owns all Client Data, unconditionally.
- VKatOS has no rights to Client Data beyond what is necessary to operate the platform
- VKatOS will not access Client Data except to resolve support tickets (with Client consent) or as required by a court order
- Upon termination, Client Data is exported in JSON/CSV format within 7 days and permanently deleted within 30 days
- VKatOS may use anonymised, aggregated statistical patterns (e.g., "education sector average case processing time") for platform improvement — no Client-identifiable data is included
- VKatOS will never sell, transfer, or sublicense Client Data to any third party
7. Acceptable use
Clients may not use the VKatOS platform to:
- Process data of individuals without their consent as required under DPDP Act 2023
- Automate decisions that constitute significant legal or financial actions without appropriate human oversight
- Transmit unsolicited commercial messages (spam) via the WhatsApp integration
- Store, process, or transmit material that is illegal under Indian law
- Attempt to reverse-engineer, decompile, or extract VKatOS's proprietary algorithms or AI models
- Resell, sublicense, or white-label the platform without a separate written agreement
- Exceed plan limits (staff count, pipeline count) without upgrading the subscription
8. Intellectual property
- VKatOS owns all intellectual property in the Platform, including VAASI, all source code, models, and documentation
- The Client owns all intellectual property in Client Data and their business processes
- Nothing in these Terms grants either party rights to the other's intellectual property beyond what is expressly stated
9. Termination
9.1 Termination by Client
The Client may terminate this agreement at any time by providing 30 days written notice to velan@vkatos.com. The Client remains liable for subscription fees during the notice period. Data export will be provided within 7 days of the effective termination date.
9.2 Termination by VKatOS
VKatOS may terminate this agreement:
- With 30 days written notice, for any reason, with pro-rated subscription refund
- Immediately, without refund, if the Client is in material breach of Section 7 (Acceptable Use)
- After 45 days of non-payment, following a 15-day cure period notice
9.3 Effect of termination
Upon termination: Client access is suspended immediately. Client Data export is provided within 7 days. All Client Data is permanently deleted within 30 days. A deletion certificate is issued upon request.
10. Limitation of liability
To the maximum extent permitted by Indian law:
- VKatOS's total liability to the Client in any 12-month period is limited to the total subscription fees paid in that period
- VKatOS is not liable for indirect, consequential, or incidental damages (lost revenue, lost business opportunities, data loss beyond the agreed SLA)
- These limitations do not apply to gross negligence, wilful misconduct, or death/personal injury caused by VKatOS
11. Confidentiality
Both parties agree to keep the other's confidential information (technical, financial, business) confidential for the duration of the agreement and for 3 years after termination. This does not apply to information that is publicly available, independently developed, or disclosed under legal compulsion.
12. Amendments
VKatOS may update these Terms with 30 days written notice to all Clients. Material changes will be highlighted. Continued use after the effective date constitutes acceptance. For changes to payment terms, 60 days notice applies.
13. Governing law and disputes
These Terms are governed by the laws of India. Any dispute, controversy, or claim arising out of or relating to these Terms shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to binding arbitration under the Arbitration and Conciliation Act 1996, with the seat of arbitration in Chennai, Tamil Nadu. The courts of Chennai, Tamil Nadu shall have exclusive jurisdiction for any matter not subject to arbitration.
14. Entire agreement
These Terms, together with the Privacy Policy and any signed order form or statement of work, constitute the entire agreement between VKatOS and the Client. They supersede all prior discussions, representations, or agreements. If any provision is found unenforceable, the remaining provisions continue in full force.
Contact
VKatOS Private Limited
Chennai, Tamil Nadu — 600 001, India
Email: velan@vkatos.com
Phone: +91 80562 38628
CIN: Pending registration