Terms of service

1. The service

Custoz lets a business answer customers on WhatsApp as a team: a shared inbox, AI-drafted replies, routing, tickets and callbacks, templates, WhatsApp forms, automations, broadcasts, campaigns, a knowledge base and integrations. Features available to you depend on your plan.

2. Your account

• You must be at least 18 and able to agree to these terms for your business.
• Keep sign-in details private. You are responsible for what happens in your workspace, including what your team members do.
• Workspace owners decide who joins and what each role can see and do.

3. WhatsApp and Meta

Custoz connects to your WhatsApp Business account through Meta's official Cloud API. You must keep your own Meta account in good standing and follow Meta's WhatsApp Business and Commerce policies. Meta may limit, suspend or charge for messages independently of us; those decisions and charges are between you and Meta.

4. Acceptable use

You agree to follow our acceptable use policy. In short: get proper consent before marketing, don't send spam, and don't use Custoz for anything illegal or harmful.

5. Your data

• You own the data you bring into your workspace: conversations, contacts, files and settings.
• You give us permission to store and process it only to provide and support the service, as described in our privacy policy.
• You are responsible for having the right to collect and use your end customers' data, and for answering their requests about it.

6. AI features

AI replies are drafted from your knowledge base and conversation context. They can be wrong. You decide whether AI replies go out automatically or as drafts, and you remain responsible for what is sent from your workspace.

7. Plans, billing and changes

• Paid plans are billed in advance, monthly or yearly, in Indian rupees, plus applicable taxes such as GST.
• WhatsApp message charges from Meta are separate from your plan.
• Upgrades apply immediately. Downgrades and cancellations take effect at the end of the current billing period.
• Fees are non-refundable except where the law requires otherwise [refund terms to be confirmed].
• We may change prices with at least [notice period to be confirmed] notice before your next billing period.

8. Suspension and termination

You can stop using Custoz and delete your workspace at any time. We may suspend or close a workspace that breaks these terms, puts others at risk, or leaves invoices unpaid, and will tell you why unless the law or safety prevents it. After a workspace is deleted, its data is erased after [retention period to be confirmed].

9. Availability

We work to keep Custoz running and to fix problems quickly, but the service is provided “as is” and we do not promise it will be uninterrupted or error-free. Custoz also depends on third parties, including Meta, our AI provider and our hosting provider.

10. Liability

To the extent the law allows, we are not liable for indirect or consequential losses, lost profits or lost data, and our total liability for any claim is limited to the fees you paid us in the [12 months — to be confirmed] before the claim.

11. Changes to these terms

We may update these terms. For material changes we will give account owners notice before they take effect. Continuing to use Custoz after that means you accept the new terms.

12. Governing law

These terms are governed by the laws of India. Disputes go to the courts of [city to be confirmed].

Contact

Questions about these terms: support@custoz.in.