NeloSpace

Player Outreach, Compliant, At Scale

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Terms and Conditions

Last updated: October 28, 2025

1. Introduction

Welcome to NeloSpace ("we," "our," or "us"). By accessing or using our automated calling agent platform (the "Service"), you agree to be bound by the Terms and Conditions below.

NeloSpace provides human-sounding automated calling agents specifically designed for licensed online casino and gambling operators to conduct player outreach campaigns including reacquisition, responsible gambling interventions, and promotional offers, while maintaining compliance with country-specific regulations.

We collect and process personal information as described in our Privacy Policy. We implement industry-standard security measures including bank-level encryption (AES-256) and enterprise security (VPC) to protect your data.

2. Service Description

NeloSpace is an automated calling platform designed exclusively for licensed online casino and gambling operators. Our Service includes:

  • 2.1. Automated Calling Agents: Human-sounding agents that place calls automatically at scale to players for reacquisition, responsible gambling interventions, bonus offers, and other approved purposes
  • 2.2. Country-Specific Compliance: Agents trained on 120+ countries' gambling regulations and automatically follow local compliance rules during every call
  • 2.3. Multi-Language Support: Fluent calling agents in 30+ languages with country-specific training
  • 2.4. Campaign Management: Set up campaigns with defined goals, brand information, and targeting parameters
  • 2.5. Player List Management: Import player lists via CSV upload or direct API integration with your player database
  • 2.6. Live Monitoring: Monitor calls in real-time with live transcriptions and automatic red flag detection
  • 2.7. Call Recording & Transcription: Automatic recording, transcription, and auto-generated summaries of all calls
  • 2.8. Compliance Logging: Complete audit trail of all activities for regulatory compliance and reporting
  • 2.9. Campaign Analytics: Performance tracking, conversion rates, and engagement metrics across all campaigns
  • 2.10. Human Handoff (Optional): Forward complex cases to human agents when needed
  • 2.11. Automated Follow-up Actions: Set automated follow-up sequences based on call outcomes
  • 2.12. API Access: Custom integrations and automated workflows for enterprise customers

3. Customer Eligibility and Licensing Requirements

  • 3.1. Licensed Operators Only: Our Service is exclusively available to licensed online casino and gambling operators who hold valid gambling licenses from recognized regulatory authorities.
  • 3.2. Verification: You may be required to provide proof of your gambling license(s) and regulatory compliance status before accessing certain features.
  • 3.3. Compliance Responsibility: While our Service includes built-in compliance features for 120+ countries, you remain solely responsible for ensuring your use of the Service complies with all applicable laws and regulations in your jurisdiction(s) of operation.
  • 3.4. Prohibited Use: The Service may not be used for unlicensed gambling operations, illegal activities, or in jurisdictions where online gambling is prohibited.
  • 3.5. Player Consent: You represent and warrant that you have obtained all necessary consents and authorizations to contact players via telephone, including compliance with do-not-call lists and telemarketing regulations.
  • 3.6. Responsible Gambling: You agree to use the Service in accordance with responsible gambling principles and regulations, including using our responsible gambling intervention features appropriately.

4. Service Tiers and Registration

  • 4.1. Free Trial: Get started immediately with no payment details required. Test the platform with limited credits to evaluate functionality.
  • 4.2. Paid Plans: Various subscription and usage-based plans available for different call volumes with transparent pricing and no hidden fees.
  • 4.3. Enterprise Solutions: Custom pricing, dedicated support, and additional features available for larger casino operators.
  • 4.4. You are responsible for maintaining the confidentiality of your account credentials.
  • 4.5. You must provide accurate and complete information when creating an account.
  • 4.6. Account access may be restricted or suspended if we have reason to believe you do not meet the eligibility requirements.

5. Payments and Billing

  • 5.1. Fees are billed according to your selected plan, which may include subscription fees, usage-based fees (per call/per minute), or a combination thereof.
  • 5.2. All payments are processed securely through Stripe, a third-party payment processor. By making a payment, you agree to Stripe's Terms of Service and Privacy Policy.
  • 5.3. Important: NeloSpace does not store any payment methods, credit card information, or process payments directly. All payment processing is handled securely by Stripe.
  • 5.4. All payment information is handled in accordance with PCI DSS standards via Stripe.
  • 5.5. We reserve the right to change pricing for plans or services at any time. For existing subscribers, price changes will take effect at the next billing cycle with at least 30 days advance notice.
  • 5.6. If you initiate a chargeback or payment dispute, your account may be suspended pending resolution.
  • 5.7. Failure to pay fees may result in account suspension or termination.
  • 5.8. You are responsible for all charges incurred under your account, including calls made through the Service.

6. Refund Policy

  • 6.1. We offer refunds for subscription fees within 14 days of purchase, subject to fair use evaluation.
  • 6.2. Usage-based fees (per call/per minute charges) for calls already completed are generally non-refundable, as these represent services already rendered.
  • 6.3. Before purchasing, you can use the free trial to test the platform's functionality with limited credits.
  • 6.4. Refunds may be granted on a case-by-case basis at our discretion due to technical issues, service problems, or billing errors.
  • 6.5. To request a refund, please contact us with your account details and reason for the refund request.
  • 6.6. Refunds will be processed to the original payment method within 5 to 10 business days after approval.
  • 6.7. We reserve the right to refuse refunds in cases of abuse, suspected fraud, or violation of these terms.

7. Call Recording, Transcription, and Data Processing

  • 7.1. Automatic Call Recording: All calls made through the Service are automatically recorded for quality assurance, compliance, and dispute resolution purposes.
  • 7.2. Consent Requirements: You are responsible for ensuring compliance with all applicable call recording consent laws in the jurisdictions where calls are placed, including two-party consent requirements where applicable.
  • 7.3. Transcription and Processing: Call recordings are automatically transcribed and auto-generated summaries, extract action items, and detect compliance red flags.
  • 7.4. Player Data: You are responsible for ensuring you have the legal right to upload and process player data (names, phone numbers, country, language, and other information) through our Service in accordance with applicable data protection laws including GDPR, CCPA, and local regulations.
  • 7.5. Data Accuracy: While we strive for high accuracy in transcription and processing, you should review generated content for critical decisions. Transcription accuracy may vary based on call quality, accents, and background noise.
  • 7.6. Audio Storage: Call recordings and transcripts are securely stored and accessible through your account for compliance and audit purposes.

8. Data Storage and Security

  • 8.1. Secure Storage: Player data, call recordings, transcripts, and campaign information are securely stored on our platform using bank-level encryption (AES-256) and enterprise security measures (VPC).
  • 8.2. Security Standards: We implement industry-standard security measures including encrypted data transmission, secure authentication, and regular security audits to protect your data.
  • 8.3. Data Privacy: We never share or sell your player data, call recordings, or campaign information. All processing is done with strict privacy safeguards in accordance with our Privacy Policy.
  • 8.4. Compliance: Our data handling practices are designed to comply with GDPR, CCPA, and other applicable data protection regulations.
  • 8.5. Data Retention: Data is retained for the duration of your subscription and for a reasonable period thereafter to allow for data export and comply with legal obligations.

9. Usage Restrictions and Compliance

  • 9.1. Lawful Use Only: You may only use the Service for lawful purposes in accordance with your gambling licenses and applicable regulations.
  • 9.2. Prohibited Activities: The Service may not be used for:
    • Unlicensed gambling operations or illegal activities
    • Spam, harassment, or unsolicited calls to individuals who have not opted in
    • Violations of do-not-call lists or telemarketing regulations
    • Calls to jurisdictions where online gambling or such outreach is prohibited
    • Targeting minors or vulnerable individuals inappropriately
    • Misrepresenting your identity, license status, or the nature of calls
  • 9.3. Player Rights: You must have obtained all necessary consents and authorizations to contact players, and must respect player preferences including opt-out requests.
  • 9.4. Regulatory Compliance: You agree to comply with all applicable laws and regulations regarding gambling, data privacy (including GDPR, CCPA), telecommunications, responsible gambling, and consumer protection.
  • 9.5. Country-Specific Rules: While our Service includes built-in compliance features for 120+ countries, you remain solely responsible for ensuring compliance with local regulations in all jurisdictions where you operate.
  • 9.6. Service Refusal: We reserve the right to refuse service, suspend accounts, or terminate access for anyone at any time, particularly for violations of these terms or suspected illegal activity.
  • 9.7. API Access: Programmatic access to the Service is permitted through our API with proper authentication and within reasonable usage limits. We may temporarily suspend API access if usage exceeds fair limits or overloads our infrastructure.
  • 9.8. Monitoring: We reserve the right to monitor Service usage for compliance, quality assurance, and security purposes.

10. Intellectual Property

  • 10.1. Your Content: You retain all rights to your content, including player data, campaign information, and uploaded materials.
  • 10.2. Our Technology: The Service's design, interface, code, algorithms, models, voice technology, and all other technology are protected by intellectual property laws and remain our exclusive property.
  • 10.3. License to Use: You grant us a limited license to use your content solely for the purpose of providing the Service to you.
  • 10.4. Restrictions: You may not reverse engineer, copy, redistribute, or create derivative works from any part of our technology, including our models, voice synthesis technology, or compliance systems.
  • 10.5. Trademarks: All trademarks, service marks, and logos used in connection with the Service are our property or the property of our licensors.

11. Data Export and Integration

  • 11.1. Data Export: You can export your campaign data, call records, transcripts, and analytics at any time in various formats, including CSV and Excel.
  • 11.2. API Integration: API access is available for custom integrations with your player database, CRM systems, or other business tools, subject to your plan tier.
  • 11.3. Call Recordings: Call recordings and transcripts can be downloaded individually or in bulk through the platform interface.
  • 11.4. Account Termination: Upon account termination, you will have a reasonable period (typically 30 days) to export your data before it is deleted from our systems.
  • 11.5. Data Portability: We support data portability in accordance with GDPR and other applicable regulations.

12. Limitation of Liability

  • 12.1. As-Is Service: The Service is provided "as is" and "as available" without warranties of any kind, either express or implied.
  • 12.2. No Warranty: We do not warrant that:
    • The Service will be uninterrupted, secure, or error-free
    • Call quality, transcription accuracy, or auto-generated summaries will meet your expectations
    • The Service will achieve any particular results or outcomes for your campaigns
    • All calls will be successfully connected or completed
  • 12.3. Not Responsible For: We are not responsible for any loss or damage resulting from:
    • Service interruptions, maintenance downtime, or telephony infrastructure issues
    • Transcription errors, inaccuracies, or processing mistakes
    • Failed calls, poor call quality, or player engagement outcomes
    • Your non-compliance with applicable laws, regulations, or licensing requirements
    • Player complaints, disputes, or regulatory actions against you
    • Loss of data due to user error or account security breaches
    • Unauthorized access to your account or misuse by your employees
    • Integration issues with third-party systems or APIs
    • Changes in telecommunications regulations or gambling laws
  • 12.4. Maximum Liability: To the maximum extent permitted by law, our total liability to you for all claims arising from or related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim.
  • 12.5. No Indirect Damages: We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost revenue, lost data, or business interruption.
  • 12.6. Your Risk: Your use of the Service is at your own risk and discretion. You are solely responsible for your compliance with all applicable laws and regulations.

13. Service Availability & Maintenance

  • 13.1. Service Uptime: We strive to maintain high service availability and uptime. However, we may temporarily suspend the Service for maintenance, upgrades, or emergency repairs.
  • 13.2. Planned Maintenance: We will make reasonable efforts to notify users in advance of planned maintenance that may affect service availability or scheduled campaigns.
  • 13.3. Third-Party Dependencies: The Service relies on third-party telephony infrastructure and services. We are not liable for outages or issues caused by third-party service providers.
  • 13.4. No Liability: We are not liable for any downtime, service interruptions, or failed calls resulting from maintenance, infrastructure issues, or circumstances beyond our reasonable control.

14. Modifications to Service and Terms

  • 14.1. We reserve the right to modify, enhance, or discontinue features of the Service at any time.
  • 14.2. We may update these terms with reasonable notice. Continued use of the Service constitutes acceptance of updated terms.
  • 14.3. Material changes to these terms will be communicated via email or platform notification.

15. Termination

  • 15.1. Your Right to Terminate: You may terminate your account at any time through your account settings or by contacting us.
  • 15.2. Our Right to Terminate: We may terminate or suspend access to our Service immediately, with or without notice, for:
    • Violations of these terms or applicable laws
    • Loss or suspension of your gambling license(s)
    • Fraudulent, abusive, or illegal behavior
    • Non-payment of fees
    • Misuse of the platform, API, or calling agents
    • Use for unlicensed gambling operations
    • Violations of player consent or telemarketing regulations
    • At our discretion if we believe continued service poses legal or reputational risks
  • 15.3. Effect of Termination: Upon termination, your access to the Service will immediately cease. Scheduled campaigns will be cancelled.
  • 15.4. Data Export: You will have a reasonable period (typically 30 days) to export your data after termination before it is permanently deleted.
  • 15.5. No Refunds: Termination does not entitle you to any refunds unless otherwise specified in our Refund Policy.
  • 15.6. Survival: Provisions regarding intellectual property, limitation of liability, indemnification, and governing law shall survive termination.

16. Indemnification

  • 16.1. Your Indemnification: You agree to indemnify, defend, and hold harmless NeloSpace, its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to:
    • Your use or misuse of the Service
    • Your violation of these Terms and Conditions
    • Your violation of any applicable laws, regulations, or third-party rights
    • Your lack of proper gambling licenses or regulatory compliance
    • Player complaints, disputes, or regulatory actions against you
    • Violations of player consent, privacy rights, or telemarketing regulations
    • Any claims that your use of the Service infringes on third-party rights
    • Content you provide or campaigns you conduct through the Service
  • 16.2. Defense: We reserve the right to assume the exclusive defense and control of any matter subject to indemnification by you, in which case you agree to cooperate with our defense of such claim.

17. Governing Law and Dispute Resolution

  • 17.1. Governing Law: These Terms and Conditions are governed by the laws of the United States, without regard to conflict of law provisions.
  • 17.2. Jurisdiction: Any disputes arising from these terms or the Service will be resolved in accordance with the laws and courts of the United States.
  • 17.3. Arbitration: Any disputes that cannot be resolved informally may be subject to binding arbitration in accordance with the rules of the American Arbitration Association.

18. Severability

  • 18.1. If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will remain in full force and effect.
  • 18.2. Any invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

19. Entire Agreement

  • 19.1. These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and NeloSpace regarding the Service.
  • 19.2. These Terms supersede any prior agreements or understandings, whether written or oral, relating to the subject matter herein.

20. Contact Information

For questions about these Terms and Conditions, licensing verification, payment-related issues, compliance support, or general inquiries, please contact us. We are happy to provide assistance and answer any questions you may have about how NeloSpace can help scale your player outreach campaigns while maintaining regulatory compliance.