Last updated: 29 September 2026.
1. Purpose and permitted use
This Policy forms part of the agreement between the Customer and Octanist B.V. It protects the availability, security and commercial sustainability of the Services while allowing ordinary business use and legitimate variation in usage.
The Customer may use the Services for authorised lead management, attribution, reporting, integrations and the purchased call-tracking features, within its order and applicable law.
2. Prohibited activities
The Customer must not use the Services for unlawful collection, recording, disclosure or trading of personal data; fraudulent or deceptive activity; malicious software; credential theft; unauthorised access; harassment; or infringement of others' rights.
It must not circumvent plan limits, billing, access controls or protective restrictions; use multiple accounts to evade a restriction; generate artificial traffic or calls to exploit the service; or deliberately disrupt other customers. Automated API and MCP usage must respect communicated technical limits and the permissions granted to it.
Agency resale is subject to the Terms and the agency's order. It does not permit unauthorised resale of telephone numbers, carrier capacity or third parties' personal data.
3. Call pricing baseline
Call Tracking is a paid add-on priced according to the session and call volumes in the Customer's order. Its pricing assumes a monthly average of five minutes per connected call.
Average call duration is calculated by dividing the total duration of connected calls during the month by the number of connected calls during that month. A month with no connected calls has no calculated average. An individual call may last more than five minutes. For example, 100 connected calls correspond to a baseline of 500 connected-call minutes.
A review will identify the monthly period, call counts and duration records used. Failed or unanswered attempts are excluded from the connected-call average, although their costs may be considered separately. Provider call legs must not be counted as separate customer calls. Where carrier duration records include connection setup, announcements or hold time, Octanist will explain that basis and distinguish it from conversation time; the review does not represent every recorded second as time spent speaking.
The baseline is an assessment criterion, not an automatic surcharge or five-minute disconnect rule. Customer-specific written terms can set different allowances or pricing.
4. Cost and usage review
Octanist may review an account where connected-call duration materially and persistently exceeds the baseline, or where the account's actual use creates delivery costs materially disproportionate to the fees charged for the relevant add-on and agreed usage assumptions.
Relevant factors include call duration and volume, forwarding destinations and carrier tariffs, number-pool requirements, excessive failed attempts, recording/transcription/AI consumption and artificial or abusive traffic. Longer calls or an occasional busy period do not by themselves establish misconduct. The review must reasonably reflect the usage and relevant delivery costs, not merely a wish to increase a customer's price.
Octanist will normally contact the Customer first, explain the usage or cost issue sufficiently for it to understand and respond, and seek a practical solution. Possible solutions include reducing unnecessary usage, changing routing, setting a spending or usage allowance, disabling an optional costly feature, or agreeing revised future pricing.
Unless a protective exception below applies, proposed commercial restrictions or termination will be notified in writing at least 30 days before taking effect. Octanist will identify the affected feature, reason, available options and effective date. A phone discussion may precede that written notice.
If no workable agreement is reached, Octanist may restrict, suspend or terminate the affected Call Tracking add-on after the notice period. If continued provision of the wider account is also affected, Octanist may terminate the agreement under the Terms. No-fault termination carries the applicable pro-rata refund of unused prepaid recurring fees. An upgrade, increased tariff or overage charge requires an agreed charging basis and will not be backdated solely because a review has occurred.
5. Immediate protection
Octanist may act sooner where reasonably necessary to contain suspected fraud, traffic pumping, compromised credentials, forwarding loops, unlawful routing, serious service disruption, binding carrier restrictions, or exceptional and rapidly accumulating call costs that cannot reasonably wait for the ordinary review period.
Measures may include restricting a destination, number, credential or optional feature, imposing a temporary spending limit, or suspending the affected service. Octanist will consider less disruptive measures where feasible and contact the Customer as soon as reasonably possible, unless legally prohibited. Ordinary sustained high usage is handled through the review process; it is not automatically treated as an emergency.
6. Recording, transcription and AI
The Customer determines the requirements that apply to its use, including the locations of all relevant parties and the purpose of recording. It must provide required announcements and privacy notices, obtain any required consent or other lawful permission, and configure the available recording controls accordingly. A party's residence alone may not determine all applicable rules.
Enabling a feature or playing an announcement does not by itself establish compliance or permission to use call data for advertising. Consent to recording, where relied on, must not automatically be treated as consent to unrelated advertising or onward disclosure.
The Customer must not enable recording where it cannot meet the relevant requirements. Octanist must meet its own obligations as service provider and processor. Telnyx's or another vendor's terms do not replace either party's obligations.
Audio is hosted by Telnyx. When transcription is enabled, Octanist retrieves audio for processing by ElevenLabs and stores the resulting transcript and related information. Enabled AI summaries use the configured gateway and OpenAI model; resulting summaries are stored in Octanist. The DPA, Privacy Policy and subprocessor register describe the applicable roles and data handling.
Provider zero-retention arrangements for a particular AI request do not mean that the recording, transcript or summary is not retained elsewhere. Retention and exit are described in Schedule C of the DPA.
7. Numbers, routing and continuity
Tracking numbers and forwarding destinations are subject to availability, carrier rules, local eligibility and any verification requirements disclosed for the service. The Customer must supply accurate information and use numbers only as authorised. Only supported and provisioned destinations may be used; this Policy does not promise worldwide or unlimited-cost forwarding.
The Customer must not create forwarding loops, artificial call volume or arrangements designed to generate revenue from call termination charges. Unauthorised resale of numbers or routing capacity is prohibited.
Number allocation does not itself establish ownership or a guaranteed right to keep a number indefinitely. Porting, release and reassignment are subject to applicable rights, carrier requirements and the agreed exit procedure. Octanist procures tracking numbers and cancels them when the Call Tracking service ends. Request transfer assistance before the number is cancelled or released. Assistance is subject to carrier requirements and availability. Any permissible assistance or carrier charge will be quoted and agreed in advance. Released numbers may be reassigned and cannot be guaranteed to remain available.
Call Tracking is intended for tracking and routing business enquiries. Do not rely on it as an emergency service or as the sole communication channel for a safety-critical use. Carrier outages, number availability and attribution limitations can affect calls. The Customer should maintain a suitable alternative contact route for its business.
8. Review and contact
The Customer may challenge an assessment or explain unusual legitimate usage by contacting support@octanist.com. Octanist will review relevant information and reconsider restrictions when their cause is resolved. Personal data used to investigate usage remains subject to the applicable privacy and processing obligations.
Changes to this Policy follow the notice and change provisions in the Terms. Existing individually negotiated usage terms remain applicable unless validly changed.
See our Terms of Service and Data Processing Agreement.