Terms & Conditions

Last Updated: January 5, 2025

These Terms and Conditions ("Terms") govern your use of the EzChat platform and services provided by Symatis Solutions ("Company," "we," "our," or "us"). By accessing or using EzChat, you agree to be bound by these Terms.

1. Acceptance of Terms

By creating an account, accessing, or using EzChat, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services.

2. Eligibility

To use EzChat, you must:

• Be at least 18 years of age
• Have the legal authority to enter into binding contracts
• Represent a legitimate business entity (for WhatsApp Business API use)
• Provide accurate and complete registration information
• Not be prohibited from using our services under applicable laws

3. Account Registration and Security

3.1 Account Creation

• You must provide accurate, current, and complete information during registration
• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately of any unauthorized access or security breach
• You may not share your account with others or allow multiple users on a single-user account

3.2 WhatsApp Business API Setup

To use WhatsApp Business API features:

• You must have a valid WhatsApp Business Account approved by Meta
• You must provide your WhatsApp Business Account ID and phone number
• You must complete Meta's business verification process
• You are responsible for maintaining your WhatsApp Business Account in good standing

4. Service Description

4.1 EzChat Platform

EzChat provides:

• AI-powered chatbot for automated customer conversations
• Lead management and CRM functionality
• WhatsApp Business API integration for message sending and receiving
• Template message management and approval workflow
• Analytics and reporting tools
• Contact management and segmentation
• Team collaboration features

4.2 WhatsApp Business API Services

• Message Sending: Send template messages and session messages via WhatsApp
• Message Receiving: Receive and process incoming WhatsApp messages
• Media Handling: Send and receive images, videos, documents, and other media
• Status Updates: Track message delivery, read receipts, and user status
• Template Management: Create, submit, and manage WhatsApp message templates

5. User Responsibilities and Acceptable Use

5.1 Prohibited Activities

You agree NOT to:

• Send spam, unsolicited messages, or bulk messages without consent
• Use the platform for illegal activities or fraudulent purposes
• Violate WhatsApp Business Policy or Meta's terms of service
• Send messages containing prohibited content (adult content, hate speech, violence, etc.)
• Impersonate others or misrepresent your identity or business
• Attempt to hack, reverse engineer, or compromise the platform
• Scrape data or use automated tools without authorization
• Resell or redistribute our services without written permission
• Interfere with the proper functioning of the platform

5.2 WhatsApp Messaging Compliance

When using WhatsApp Business API, you must:

• Obtain Consent: Get explicit opt-in consent before messaging contacts
• Respect Opt-Outs: Honor unsubscribe requests immediately
• Use Approved Templates: Only use Meta-approved message templates for marketing
• Follow Rate Limits: Comply with WhatsApp's messaging rate limits and quotas
• Maintain Quality: Keep high message quality ratings to avoid restrictions
• Business Purpose: Use WhatsApp Business API only for legitimate business communications
• Customer Support: Respond to customer inquiries promptly and professionally

5.3 Content Responsibility

• You are solely responsible for all content sent through EzChat
• You must ensure you have rights to use any third-party content
• You must not infringe on intellectual property rights
• You must comply with data protection laws (GDPR, CCPA, etc.)

6. WhatsApp Business API Terms

6.1 Meta's Terms Apply

Your use of WhatsApp Business API through EzChat is subject to:

• WhatsApp Business Terms of Service
• WhatsApp Business Policy
• WhatsApp Commerce Policy
• Meta Platform Terms

6.2 Account Suspension or Termination

Meta may suspend or terminate your WhatsApp Business Account if:

• You violate WhatsApp's policies or terms
• You send spam or abusive messages
• Your message quality rating falls below acceptable levels
• You receive excessive user blocks or reports
• You engage in fraudulent or deceptive practices

Important: We are not responsible for Meta's decisions regarding your WhatsApp Business Account. Account suspension or termination by Meta does not entitle you to a refund.

6.3 Message Limits and Pricing

• WhatsApp imposes messaging tier limits that increase based on quality
• Messages are charged according to Meta's WhatsApp Business API pricing
• EzChat pricing is separate from WhatsApp API message charges
• You are responsible for all WhatsApp API charges incurred

7. Subscription and Billing

7.1 Subscription Plans

• EzChat offers monthly and annual subscription plans
• Pricing is based on the plan tier and included features
• WhatsApp message charges are billed separately based on usage
• We reserve the right to change pricing with 30 days notice

7.2 Payment Terms

• Subscriptions are billed in advance on a monthly or annual basis
• WhatsApp message charges are billed monthly in arrears
• Payment is due immediately upon invoice
• We accept major credit cards and other payment methods
• All fees are non-refundable except as stated in our Refund Policy

7.3 Auto-Renewal

• Subscriptions automatically renew unless cancelled
• You can cancel anytime before the renewal date
• Cancellations take effect at the end of the current billing period
• No refunds for partial months or unused time

7.4 Failed Payments

• If payment fails, we will attempt to retry charging your card
• Your account may be suspended after 7 days of failed payment
• Account may be terminated after 30 days of non-payment
• You remain responsible for all outstanding charges

8. Data and Privacy

8.1 Your Data

• You retain ownership of all data you upload to EzChat
• You grant us a license to use your data to provide services
• We process your data according to our Privacy Policy
• You are responsible for backing up your data

8.2 WhatsApp Data

• WhatsApp messages are subject to WhatsApp's end-to-end encryption
• We access message metadata for service delivery and analytics
• Message content may be processed by AI for automation features
• You must comply with data protection laws when messaging contacts

9. Intellectual Property

9.1 Our IP

• EzChat platform, software, and content are owned by Symatis Solutions
• Our trademarks, logos, and branding are protected
• You may not copy, modify, or reverse engineer our platform
• You receive a limited, non-exclusive license to use EzChat

9.2 Your IP

• You retain ownership of your content and data
• You grant us a worldwide license to use your content for service delivery
• You represent that you have rights to use all content you upload

10. Service Availability and Support

10.1 Uptime

• We strive for 99.9% uptime but do not guarantee it
• Scheduled maintenance will be announced in advance
• We are not liable for downtime caused by third parties (WhatsApp, hosting, etc.)

10.2 Support

• Email support is provided to all paid subscribers
• Priority support is available for higher-tier plans
• Support hours: Monday-Friday, 9 AM - 6 PM (your time zone)
• Emergency support available for Enterprise customers

11. Limitation of Liability

11.1 Disclaimer

EzChat is provided "AS IS" and "AS AVAILABLE" without warranties of any kind, either express or implied. We do not warrant that:

• The service will be uninterrupted or error-free
• All bugs or errors will be corrected
• The service will meet your specific requirements
• WhatsApp Business API will remain available or unchanged

11.2 Limitation of Damages

To the maximum extent permitted by law:

• Our total liability shall not exceed the amount you paid in the last 12 months
• We are not liable for indirect, incidental, or consequential damages
• We are not liable for loss of profits, data, or business opportunities
• We are not liable for actions taken by Meta regarding your WhatsApp account

12. Indemnification

You agree to indemnify and hold harmless Symatis Solutions from any claims, damages, or expenses arising from:

• Your use of EzChat and WhatsApp Business API
• Your violation of these Terms or applicable laws
• Your violation of WhatsApp's terms or policies
• Content you send through the platform
• Your infringement of third-party rights

13. Termination

13.1 Termination by You

• You may cancel your subscription anytime from your account settings
• Cancellation takes effect at the end of the current billing period
• You can export your data before termination

13.2 Termination by Us

We may suspend or terminate your account if:

• You violate these Terms or our policies
• You violate WhatsApp's terms or policies
• Your payment fails or account is delinquent
• Your use poses a security risk or legal liability
• We discontinue the service (with 30 days notice)

13.3 Effect of Termination

• Your access to EzChat will be revoked
• Your data will be retained for 30 days for retrieval
• After 30 days, your data will be permanently deleted
• You remain liable for all charges incurred

14. Changes to Terms

We may modify these Terms at any time. We will notify you of material changes by:

• Email notification to your registered address
• Notice on our website and platform
• In-app notification

Continued use after changes constitutes acceptance of the new Terms.

15. Dispute Resolution

15.1 Governing Law

These Terms are governed by the laws of [Your Jurisdiction], without regard to conflict of law principles.

15.2 Arbitration

Any disputes shall be resolved through binding arbitration in accordance with [Arbitration Rules]. You waive the right to participate in class actions.

16. General Provisions

16.1 Entire Agreement

These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and Symatis Solutions.

16.2 Severability

If any provision is found unenforceable, the remaining provisions will continue in effect.

16.3 No Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right.

16.4 Assignment

You may not assign these Terms without our consent. We may assign our rights and obligations without restriction.

17. Contact Information

For questions about these Terms, please contact:

• Company: Symatis Solutions
• Email: legal@ezchat.in
• Support: support@ezchat.in
• Website: www.ezchat.in