Terms of Service

1. Acceptance

By creating an account or using Veflat WhatsApp you accept these terms and the Privacy Policy. The service is provided by Veflat SAS, NIT 901475872 [pending: confirm NIT], based in Medellín, Colombia. If you use the service on behalf of a business, you represent that you have authority to bind it.

2. What the service is

Veflat WhatsApp is a tool for businesses that use the official WhatsApp Business API (Meta). Today it includes:

• Keyword automations that reply to incoming messages, with an optional opening message, email capture (Email Gate) and links with click tracking, depending on the plan.
• Welcome message and out-of-hours message, with configurable business hours and holidays.
• Handoff to a person when the customer asks for it, and an FAQ menu with buttons, depending on the plan.
• A shared inbox for agents to handle conversations, with assignment, labels and internal notes.
• Contacts and basic analytics for messages, clicks and leads.

We do not promise features that are not available in the application, nor AI-generated replies, nor a guaranteed uptime level (SLA). We may change or retire features; if a change materially affects your plan, we will let you know.

3. Your account

• You are responsible for activity on your account and for the people (agents) you invite, and for keeping your credentials secure.
• You must provide accurate information and keep it up to date.
• You must have a WhatsApp Business number that is yours or that you are authorized to use, and a Meta account in good standing to connect it.

4. Plans, trial and payments

• Plans: Lite and Start. Current limits (messages included per month, agents, features) and prices are shown on the pricing page.
• List prices are in US dollars (USD). In Colombia they are charged in Colombian pesos (COP), converted at the market representative rate (TRM) in effect at the time of charge; the COP amount shown is a reference and may vary. International payments are charged in USD through PayPal. Subscriptions in Colombia are processed with Mercado Pago and message packs with Wompi.
• Trial: each new organization gets a one-time 14-day trial with a message cap. If it ends without choosing a plan, sending is blocked until you subscribe; your configuration and contacts are kept.
• Message quota: when the plan's quota runs out, automations pause and keep their configuration until there is balance (for example, a message pack or the next period).
• Cancellation: you can cancel in the application or with the payment processor. Cancelling moves the account to no plan immediately.
• Renewal, taxes and refunds: [pending: renewal, applicable taxes and refund policy, to be defined with legal counsel].

5. Your duties as a customer

• Opt-in: you may only message people who gave you their prior, express and informed consent to receive your messages on WhatsApp, and you must be able to prove it. You must honor opt-out requests immediately.
• WhatsApp policies: you must comply with the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy, as well as applicable Meta terms, as in force from time to time.
• Prohibited content: you may not use the service for spam or unsolicited bulk messages, deception or fraud, impersonation, harassment, illegal content, or to sell or promote goods or services that Meta's policies or the law prohibit.
• Personal data: you are the controller of your end customers' data and Veflat SAS acts as processor (see the Privacy Policy). You must have a legal basis and authorization to process it, give them your own policy and answer their requests. Do not use the service to collect sensitive data or data of minors without the authorization the law requires.
• Message content: you are responsible for the messages and links you configure and for having the rights to send them.

6. Dependence on Meta and WhatsApp

The service runs on Meta's platform and depends on it. Meta may change its policies, limits, templates or prices, and may restrict, limit or suspend a number, a WhatsApp Business account or message sending (for example, for low quality, user reports or policy violations). Veflat SAS does not control those decisions, is not responsible for them, and may apply equivalent restrictions when Meta or the law requires. WhatsApp is a Meta trademark; Veflat WhatsApp is not affiliated with or endorsed by Meta.

7. Meta fees

Your plan price does not include the conversation or message fees that Meta charges for using the WhatsApp Business platform. Meta charges those fees directly to your WhatsApp Business account under its current price list, and they are your responsibility.

8. Fair use

• Do not try to bypass the service's quotas, limits or controls, or to access other organizations' data.
• Do not reverse engineer, scrape or use the service to attack or overload our infrastructure or third parties'.
• Do not use the service through unofficial WhatsApp methods (for example, bots that use passwords, session cookies or browser automation).
• We may limit or block uses that put stability, security or our relationship with Meta and payment providers at risk.

9. Suspension and termination

• You may stop using the service at any time and request deletion of your data as described on the Data Deletion page.
• We may suspend or cancel an account, with notice where possible, if you breach these terms or Meta's policies, fail to pay, there is a risk of fraud or abuse, or the law or an authority requires it.
• On termination, access is closed and your data is handled under the Privacy Policy.

10. Intellectual property

The software, brand and design of Veflat WhatsApp belong to Veflat SAS or its licensors. We grant you a limited, non-exclusive, non-transferable license to use them while you have an account. Content you upload or configure remains yours and you authorize us to process it to provide the service.

11. Warranties and limitation of liability [draft]

• The service is provided as available. We make reasonable efforts to keep it running, but we do not guarantee uninterrupted operation or that WhatsApp delivers every message.
• To the extent the law allows, Veflat SAS is not liable for lost profits, lost opportunities, indirect damages or acts of Meta, payment processors or other third parties.
• Maximum liability cap: [pending: define with legal counsel, for example the amount the customer paid in recent months].
• Nothing above limits rights or liabilities that Colombian law does not allow to be limited.

12. Changes to these terms

We may update these terms. We will post the new version on this page with its date and, if the change is material, let you know by a reasonable means. If you keep using the service after the change, you accept it.

13. Governing law and jurisdiction

These terms are governed by the laws of the Republic of Colombia. Disputes will be resolved before the competent courts of Medellín, Colombia [pending: confirm jurisdiction and any arbitration clause with legal counsel].

14. Support and contact

For support, legal inquiries and data requests: soporte@veflat.com.