Terms of Service

01 Agreement to Terms

These Terms of Service (these "Terms") constitute a legally binding agreement between you (whether individually or on behalf of an entity, "Merchant", "you", or "your") and CustomerFlow ("CustomerFlow", "we", "us", or "our"), governing your access to and use of our web application, software, APIs, and associated services (collectively, the "Platform").

By creating an account, clicking "Sign Up", "Register", or connecting a WhatsApp Business Account to CustomerFlow, you expressly confirm that you have read, understood, and agreed to be bound by these Terms and our Privacy Policy. If you do not agree to all terms, you must immediately discontinue use of the Platform.

02 Description of Services

CustomerFlow is a multi-tenant conversational commerce SaaS platform. Key platform features include:

• AI WhatsApp Assistant: Automated 24/7 natural conversational replies for product discovery, stock checks, pricing inquiries, FAQs, and store guidelines using Large Language Models.
• Conversational Order Management: Automated customer name extraction, delivery address parsing, UPI QR code generation, and invoice tracking.
• Team Live Chat & Staff Inbox: A multi-agent dashboard enabling merchant support staff to monitor incoming conversations, review AI drafts, and seamlessly take over chats into Human Mode.
• E-Commerce Integrations: Real-time catalogue synchronization with WooCommerce, Shopify, and shipping logistics providers (such as Shiprocket).

03 Account Registration & Security

To access the Platform, you must register for an account by providing accurate, complete, and current business information. You agree to:

• Maintain the confidentiality of your account credentials and restrict unauthorized access to your team dashboard.
• Promptly notify CustomerFlow at support@customerflow.net upon discovering any unauthorized use or security breach involving your account.
• Safeguard your Meta WhatsApp System User tokens, OpenAI API keys, and Google Gemini API keys stored in your platform settings.
• Assume full responsibility for all activities occurring under your account and by your invited staff members.

04 Meta WhatsApp Platform Compliance

Merchants using CustomerFlow expressly agree to:

• Prohibited Products: Never sell, promote, or facilitate transactions for items prohibited by Meta, including illegal drugs, tobacco, firearms, weapons, ammunition, adult entertainment, gambling services, prescription drugs, or counterfeit goods.
• Customer Opt-In: Maintain verifiable proof of prior explicit consent before initiating outbound WhatsApp messages (template notifications) to shoppers outside the 24-hour service window.
• Customer Opt-Out (STOP): Honor all consumer unsubscribe and opt-out requests immediately. CustomerFlow automatically detects "STOP" and "UNSUBSCRIBE" commands and halts automated messaging.
• Anti-Spam & Message Quality: Maintain high message quality scores on Meta's WhatsApp Business Manager. You must not send unsolicited broadcast spam, deceitful click-bait, or harassing messages.

05 AI-Generated Content & Merchant Responsibility

CustomerFlow leverages artificial intelligence to formulate automated chat replies based on the store knowledge, FAQs, and product catalogue uploaded by the Merchant.

• Catalogue Accuracy: You are responsible for ensuring that product names, prices, descriptions, and stock quantities entered into CustomerFlow or synced from WooCommerce are accurate and up to date.
• Human Supervision: You and your staff retain full authority to override the AI at any time. When complex queries occur, CustomerFlow flags the chat and awaits human agent action.
• No Defamatory or Unlawful Output: You must not configure system prompts, store policies, or AI instructions intended to produce defamatory, hateful, abusive, or fraudulent content.

06 Acceptable Use Policy

You agree not to engage in any of the following prohibited activities:

• Reverse engineering, decompiling, or attempting to extract the source code of the CustomerFlow platform or proprietary algorithms.
• Impersonating another merchant, person, or entity, or falsifying your business identity to defraud consumers on WhatsApp.
• Using automated scraping, crawling, or denial-of-service scripts that overburden our servers, webhooks, or API endpoints.
• Attempting to bypass multi-tenant isolation barriers or access other merchants' database records or customer conversations.
• Reselling, sublicensing, or distributing the CustomerFlow software to third parties without prior written partnership agreements.

07 Subscriptions, Billing & Free Trials

CustomerFlow offers tiered subscription plans (Starter, Professional, and Enterprise) billed on a monthly or annual basis:

• 14-Day Free Trial: New merchants are eligible for a 14-day free trial. During the trial period, full access to platform features is granted without immediate charge.
• Subscription Renewal: Following the trial, your chosen plan automatically renews on each monthly or annual billing anniversary unless cancelled prior to renewal.
• Fee Changes: We reserve the right to revise subscription fees upon 30 days' advance notice. Continued use following a price change indicates agreement to the new pricing.
• Cancellation & Refunds: You may cancel your subscription at any time via Account Settings. Cancellations take effect at the end of the current paid billing period. Payments are non-refundable for partial months, except where mandatory consumer laws require otherwise.

08 Intellectual Property & Data Ownership

Merchant Content: You retain 100% ownership of all text, images, logos, catalogues, customer data, and brand materials uploaded to or transmitted through CustomerFlow. You grant CustomerFlow a limited, non-exclusive license solely to host, process, and transmit your content as necessary to provide platform services.

CustomerFlow Property: The CustomerFlow platform, user interface, software code, databases, documentation, designs, and trademarks are the exclusive intellectual property of CustomerFlow. No rights or licenses are granted to you except as expressly provided in these Terms.

09 Third-Party Integrations & Webhooks

CustomerFlow integrates with external platforms, including Meta WhatsApp Cloud API, WooCommerce, Shopify, and courier APIs (e.g., Shiprocket):

• You acknowledge that your use of third-party platforms is subject to their respective terms and privacy policies.
• CustomerFlow is not responsible for outages, API deprecations, rate limits, or account suspensions imposed directly by Meta or your e-commerce host.
• You are responsible for maintaining valid webhook secrets, REST API consumer keys, and callback URLs configured in your third-party store settings.

10 Service Availability & Maintenance

We target a 99.9% platform availability uptime for our web dashboard and webhook reception infrastructure. However:

• Periodic maintenance may require scheduled downtime, which we will announce in advance where feasible.
• We cannot guarantee uninterrupted service resulting from upstream internet service provider (ISP) outages, Meta Cloud API downtime, or global telecommunication carrier disruptions.
• CustomerFlow incorporates automated retry queues to safely buffer messages during temporary network or upstream AI outages.

11 Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE CUSTOMERFLOW PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE.

CUSTOMERFLOW EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL MEET YOUR SPECIFIC BUSINESS EXPECTATIONS, OPERATE ERROR-FREE, OR GENERATE SPECIFIC SALES CONVERSION RATES.

12 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL CUSTOMERFLOW, ITS OFFICERS, DIRECTORS, EMPLOYEES, OR AFFILIATES BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES—INCLUDING LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITIES—ARISING OUT OF OR RELATED TO YOUR USE OF THE PLATFORM.

CUSTOMERFLOW'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS SHALL NOT EXCEED THE TOTAL FEES ACTUALLY PAID BY YOU TO CUSTOMERFLOW IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE INCIDENT GIVING RISE TO LIABILITY.

13 Indemnification

You agree to defend, indemnify, and hold harmless CustomerFlow, its parent company, subsidiaries, affiliates, officers, and employees from and against any claims, damages, obligations, losses, liabilities, costs, or debt (including reasonable attorneys' fees) arising from:

• Your violation of any provision of these Terms or our Privacy Policy.
• Your breach of Meta's WhatsApp Business Terms, Commerce Policies, or anti-spam regulations.
• Any dispute, delivery failure, transaction dispute, or physical defect between you and your end-customers regarding goods ordered through your WhatsApp storefront.
• Your infringement of any third-party intellectual property, privacy, or proprietary rights.

14 Suspension & Termination

Termination by You: You may terminate your account at any time by closing your store in the Account Settings and disconnecting your WhatsApp Cloud API webhook.

Termination by CustomerFlow: We may suspend or permanently terminate your account immediately without prior notice if:

• You materially breach these Terms or engage in fraudulent, illegal, or abusive conduct on WhatsApp.
• Meta revokes or flags your WhatsApp Business Account for spam or prohibited content.
• You fail to pay applicable subscription fees within 14 days of invoice due date.

Upon account termination, your right to access the dashboard will cease. You may request an export of your catalogue and customer data within thirty (30) days following termination.

15 Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles. Any legal suit, action, or proceeding arising out of or related to these Terms shall be instituted exclusively in the competent courts located in Hyderabad, Telangana, India.

Before initiating legal proceedings, both parties agree to attempt in good faith to resolve any dispute through informal executive negotiation within thirty (30) days of written notice.

16 Modifications to Terms

We reserve the right to revise or modify these Terms at any time. When material modifications occur, we will post the updated Terms on this page, update the "Last Updated" date, and provide advance notice via email or a notification in your merchant dashboard. Your continued use of CustomerFlow after the effective date of revisions constitutes acceptance of the updated Terms.

17 Legal Contact Information

For inquiries, contractual notices, or legal questions concerning these Terms of Service, please contact our legal counsel: