Terms of Service

These Terms of Service ("Terms") are a legally binding agreement between you, the business that holds a Whatbot account ("Customer", "you" or "your"), and Zetta Tech Hospitality LLP ("Whatbot", "we", "us" or "our"). They govern your access to and use of the Whatbot platform, dashboard, mobile apps, APIs, websites and related services (together, the "Services").

By using the Services, topping up your wallet, or accepting these Terms in any other way we present them, you confirm that you have read and accept these Terms, that you are at least 18 years old, and that you are authorised to bind the organisation you represent. The Services are offered for business use and are not a consumer product.

If you do not agree, you must not use the Services. Where you have signed a separate written agreement with us, that agreement prevails over these Terms to the extent of any conflict.

Whatbot is a multi-tenant communication platform built on Meta's official WhatsApp Business Platform (Cloud API). It includes:

• Shared team inbox — one thread per contact on each of your numbers, assignment across your team, notes, tags and the 24-hour messaging window.
• Campaigns & broadcasts — approved template messages sent to segments of your contacts, with delivery and read tracking.
• Automation — a visual flow builder, native WhatsApp forms and rules that act on events.
• Commerce — a product catalogue and orders inside the chat.
• AI agents — replies drafted or sent from knowledge you provide, with hand-off to a person.
• Voice calls inside WhatsApp, where Meta makes calling available.
• Developer tools — a public REST API, signed webhooks, an MCP server and embedding of the inbox in your own CRM.
• Mobile apps for iOS and Android.

We may add, change or withdraw features. Where a change materially reduces functionality you rely on, we will give you reasonable notice under Section 15.

Account creation

You must give accurate, current and complete information when your account is set up, and keep it up to date — including an administrator contact we can reach.

Account security

You are responsible for keeping your passwords and API keys confidential and for everything done under your account, including by anyone you give access to. Tell us straight away at [email protected] if you suspect unauthorised access.

One organisation per account

An account represents one organisation. It may not be shared with another organisation without our written consent.

Suspension

We may suspend or close accounts that breach these Terms, that Meta restricts, or where the law requires it, as set out in Section 13.

You agree to use the Services only lawfully and in line with these Terms. You must not use them to:

• send unsolicited bulk messages, spam, phishing or fraudulent content;
• message anyone who has not opted in to hear from you;
• impersonate any person or business, or misrepresent who you are;
• send content that is unlawful, defamatory, obscene, harassing, threatening or discriminatory, or that infringes anyone's rights;
• distribute malware or malicious code, or try to gain unauthorised access to our systems or other customers' accounts;
• reverse-engineer, decompile or copy any part of the platform;
• scrape or harvest data at scale without our written permission;
• get around Meta's messaging limits, quality rules or policies; or
• resell or sublicense the Services without our written consent.

Meta's terms apply too

You must comply with the WhatsApp Business Solution Terms, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy, as Meta updates them. You are responsible for holding a valid, documented opt-in for every person you message, and for the content you send. Meta — not Whatbot — decides whether a message template is approved, what messaging limits and quality rating your number has, and whether a number is restricted. Whatbot is not affiliated with or endorsed by Meta.

Breaching this Section may lead to suspension of your account. If we suspend it, we will send you a notice explaining why.

The plan

Whatbot is sold on one plan, priced per seat at the price shown on our pricing page. You can pay monthly, renewing automatically until you cancel, or yearly, paid once and not renewing on its own. Plan prices include GST.

The wallet and Credits

Usage charges are paid from a prepaid wallet held against your account. The wallet balance ("Credits") can be used only to pay for Whatbot services. Credits are not money: they are not a payment instrument, not a prepaid payment instrument recognised by the Reserve Bank of India, and not transferable to another account or person. They do not expire. Credits we grant as a promotion or goodwill gesture may carry an expiry we tell you about when we grant them, and are never refundable.

What is charged to the wallet

• AI credits — our own charge for each message an AI agent sends on your behalf, at the rate shown on your Billing page (currently ₹0.20 per message). Suggested replies and summaries that you send yourself are not charged.
• Meta's charges, where your account is set up for us to pay Meta for you — at Meta's published rate for the recipient's country and the message category, when Meta reports the message delivered. Meta sets and changes these rates, sometimes at short notice, and our rates follow them. A charge Meta has already levied cannot be reversed by us. If Meta bills your WhatsApp account directly, Meta charges you and nothing is charged to the wallet for it.

Each charge is recorded in your wallet ledger. If your account is on prepaid billing and your balance cannot cover a chargeable message, that message is not sent; incoming messages, your history and your data stay available. If a charge is recorded after a message was sent, your balance may briefly go below zero, and the difference is settled from your next top-up. Please raise any dispute about a ledger entry within 30 days of it.

Topping up and payment

You top up through our payment gateway. Top-ups are subject to a minimum amount (currently ₹500 before GST). Credits are added once the gateway confirms the payment. Card and bank details are handled by the gateway and never reach our servers.

Taxes

Plan prices include GST. For wallet top-ups and our other charges, GST is added at the applicable rate (currently 18%) at checkout. Each payment is recorded with a tax invoice number and the GST charged. If you need your GSTIN or place of supply on your invoices, send them to [email protected]. You are responsible for any other taxes that apply to you.

Price changes

We will give at least 30 days' notice before increasing our own plan fee or AI credit rates. Continuing to use the Services after the change takes effect means you accept it. Meta's charges change when Meta changes them, as above.

Your data

Everything you and your contacts put into the Services — contacts, messages, media, forms and configuration ("Customer Data") — remains yours. You give us a limited licence to process it only to provide, secure and support the Services.

Who is responsible for what

Under the Digital Personal Data Protection Act, 2023, you are the Data Fiduciary for the personal data of the people you message, and Whatbot acts as your Data Processor, on your instructions. You confirm you have the lawful basis and consent needed for us to process it. For your own account and billing data, we are the Data Fiduciary. Our Privacy Policy describes how we handle personal data.

Messaging compliance

You are solely responsible for making sure every person on your lists has given the consent the law and Meta's policies require, and that your campaigns comply with applicable law.

Ours

The Services — the software, interfaces, designs, content, trademarks and documentation — are owned by us or our licensors and are protected by intellectual-property law. Nothing in these Terms transfers any of it to you.

Your licence to use them

While you comply with these Terms and pay what is due, we grant you a limited, non-exclusive, non-transferable, revocable licence to use the Services for your own business.

Yours

You keep all rights in your Customer Data and in the content you create with the Services, and you confirm you have the rights needed for everything you send or upload.

Feedback

If you send us ideas or suggestions, we may use them to improve the Services without any obligation to you.

Each of us may receive the other's non-public information. Each agrees to keep it confidential, to use it only to perform under these Terms, and to protect it with at least reasonable care — the same care it gives its own. This does not cover information that is or becomes public through no fault of the receiving party, that it already knew, that it developed independently, or that the law or a court requires it to disclose (with prompt notice to the other where the law allows).

The Services are provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement, and any warranty that the Services will be uninterrupted or error-free.

We cannot guarantee that any message is delivered: delivery depends on Meta, on mobile networks and on the recipient's device and settings.

AI agents generate replies using a third-party language model. Their output is probabilistic and may be inaccurate or incomplete, and it is not legal, financial, medical or other professional advice. You configure the agent and decide what it may say, and you are responsible for the messages it sends for you — as if a member of your team had sent them.

To the maximum extent the law allows, we are not liable for any indirect, incidental, special, consequential or punitive loss, including loss of profits, revenue, data, goodwill or business opportunity, even if we were told it was possible.

Our total liability arising from these Terms or the Services is limited to the total fees you paid us in the twelve (12) months before the claim.

This cap does not reduce your unused wallet balance, which remains available to you under Section 13.

You agree to defend, indemnify and hold harmless Zetta Tech Hospitality LLP, its partners, employees and agents against any claim, loss, liability, cost or expense (including reasonable legal fees) arising from:

• your use or misuse of the Services;
• your breach of these Terms, of Meta's terms or policies, or of the law;
• your Customer Data, including any claim that it infringes someone's intellectual property or privacy;
• your failure to obtain the consents required to message or call anyone; or
• any dispute between you and a third party.

We aim for 99.9% monthly availability of the core platform. That figure is a target, not a guarantee, and missing it does not entitle you to service credits or a refund.

It excludes scheduled maintenance, which we will announce at least 48 hours in advance where we can, and anything outside our reasonable control — including outages at Meta or other third-party providers, mobile networks and cloud infrastructure, force majeure, and problems caused by your own configuration or by use that breaches these Terms.

Closing your account

You can cancel your plan or close your account whenever you like — from Settings → Plan in your dashboard, or simply by emailing [email protected]. Cancelling stops the next renewal, and your workspace keeps working until the end of the period you have already paid for. Yearly plans do not renew on their own.

Cancellation & refunds

Once a payment is made, the service is yours for that period, so plan fees, seats and wallet top-ups are not refunded — including any part of a month or year you do not use.

Your wallet balance never goes to waste. Credits do not expire, and whatever you have not used carries over to the next month for as long as your account is open. Charges Meta has already made for messages that were sent cannot be refunded, because Meta does not return them.

If something goes wrong with a payment — you were charged twice, charged by mistake, or charged for a payment that failed — we will put it right. Refunds like these are handled on a case-by-case basis: write to us at [email protected] within 7 calendar days of the payment, with your business name and the payment reference. We send the money back to the account you paid from, usually within 5–7 business days, and reverse any GST charged with a credit note.

Suspension and termination by us

We may suspend or end your access if you seriously breach these Terms or Section 4, act unlawfully, or if Meta or the law requires it. Whenever we do, we will send you a notice explaining why. If we end your account because of a breach, the unused wallet balance is not refunded. If we ever stop offering the Services altogether, we will refund your unused wallet balance in full.

What happens after

When your account ends, your licence to use the Services ends. For 30 days afterwards you can ask us for a copy of your data. After that, we delete your Customer Data and your contacts' personal data from our live systems, and from our backups within a further 30 days, except for records the law requires us to keep, such as tax invoices. You can ask us to delete it sooner, and we will confirm in writing once it is done. You remain responsible for any amounts that became due before your account ended.

Governing law

These Terms are governed by the laws of India. Subject to the arbitration clause below, the courts at Chennai, Tamil Nadu have exclusive jurisdiction.

Talk first

Before starting formal proceedings, both parties will try in good faith to resolve a dispute by negotiation for at least 30 days after one gives the other written notice of it.

Arbitration

Any dispute not resolved that way will be referred to binding arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration is Chennai, and it will be conducted in English.

Individual basis

To the extent the law allows, disputes will be resolved on an individual basis, and not as part of a class or representative action.

Entire agreement

These Terms, our Privacy Policy and any separate written agreement we sign with you are the whole agreement between us about the Services, and replace any earlier ones.

Changes to these Terms

We may update these Terms. We will tell you about material changes by email or in the dashboard at least 30 days before they take effect. Continuing to use the Services after that date means you accept the updated Terms.

Severability

If any part of these Terms is found invalid or unenforceable, it will be limited to the minimum extent needed, and the rest will continue in full effect.

Assignment

You may not transfer these Terms or your account without our written consent. We may transfer them as part of a merger, acquisition or sale of our business.

Force majeure

Neither party is liable for a delay or failure caused by events beyond its reasonable control, other than an obligation to pay.

In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, we have appointed a Grievance Officer. Complaints are acknowledged within 24 hours and resolved within 15 days.