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Terms of Service

The terms that govern use of Hello, the WhatsApp Business Platform service provided by Lakshya Pocket Lab, including accounts, fees, acceptable use and liability.

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These Terms of Service (the “Terms”) govern your access to and use of Hello, including the web dashboard, the Integration API and related documentation (together, the “Service”), provided by Lakshya Pocket Lab (“we”, “us”, “our”). Please read them carefully.

1. Acceptance of these Terms

By creating an account, accessing or using the Service, you agree to these Terms, our Privacy Policy and our Refund Policy. If you use the Service on behalf of a business or other organization, you confirm that you are authorized to accept these Terms on its behalf, and “you” refers to that organization. If you do not agree to these Terms, do not use the Service.

2. The Service

Hello is a software platform, provided by an official WhatsApp Tech Provider, for using the WhatsApp Business Platform (Cloud API). Depending on your plan, the Service includes:

  • connecting WhatsApp Business phone numbers, including numbers used in the WhatsApp Business app through coexistence;
  • creating and managing message templates;
  • sending messages individually, in bulk and through the Integration API;
  • a shared inbox for customer conversations;
  • delivery tracking, analytics and reporting; and
  • team, role and usage management.

We may improve, change or remove features of the Service from time to time. We will give reasonable notice of changes that materially reduce the Service you have paid for.

3. WhatsApp and Meta

The Service relies on the WhatsApp Business Platform, which is operated by Meta Platforms, Inc. and its affiliates (“Meta”), not by us. You acknowledge that:

  • your use of WhatsApp is also governed by the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and other applicable Meta terms, which you must comply with;
  • your WhatsApp Business Account and phone numbers belong to you, and your relationship with Meta for them is directly between you and Meta;
  • Meta may review, approve, reject, restrict, suspend or ban message templates, phone numbers or WhatsApp Business Accounts, and may change its pricing, policies, messaging limits or the WhatsApp Business Platform itself; and
  • we do not control and are not responsible for Meta’s decisions, availability, pricing or charges.

WhatsApp message charges. Charges for WhatsApp messages are set by Meta and billed by Meta directly to you, through the payment method on your WhatsApp Business Account. We do not collect these charges, do not set or control Meta’s pricing, and have no role in changes Meta makes to it. Any questions or disputes about Meta’s charges are between you and Meta.

4. Accounts

You must provide accurate and complete information when you register, and keep it up to date. You are responsible for keeping your login credentials and API keys confidential, for all activity under your account, and for the actions of the team members you invite. Notify us immediately at support@lakshyapocketlab.com if you suspect unauthorized access to your account.

You must be at least 18 years old to use the Service.

5. Your responsibilities

You are responsible for the messages you send through the Service and for the way you use it. In particular, you must:

  • obtain and record valid opt-in consent from each person before messaging them on WhatsApp, and honour opt-out requests promptly;
  • use approved message templates where WhatsApp requires them;
  • ensure your messages, business information and templates are accurate and lawful; and
  • comply with all laws that apply to you, including data protection, consumer protection, marketing and telecommunications laws in the countries where you and your recipients are located.

6. Acceptable use

You must not use the Service to:

  • send spam, unsolicited bulk messages or messages to people who have not opted in;
  • send content that is illegal, fraudulent, deceptive, harassing, hateful or infringes the rights of others;
  • promote products or services that WhatsApp prohibits;
  • impersonate any person or organization, or misrepresent your identity or affiliation;
  • collect or process personal data without a lawful basis;
  • transmit malware or attempt to gain unauthorized access to the Service, other accounts or related systems;
  • interfere with, overload or disrupt the Service, or exceed the rate limits we or Meta set; or
  • resell, sublicense or provide the Service to third parties without our written agreement.

We may suspend or restrict access that we reasonably believe breaches this section, WhatsApp’s policies or the law.

7. Integration API

Use of the Integration API requires API keys, which you must keep secure and must not embed in publicly accessible code. We may set and change reasonable usage limits. We may revoke keys that are compromised or used in breach of these Terms.

8. Fees and payment

Paid plans are billed in advance for each billing period at the prices shown when you subscribe or as agreed with us in writing. Unless stated otherwise:

  • fees exclude taxes, which you are responsible for paying where applicable;
  • our fees cover the Service only. WhatsApp message charges are billed to you directly by Meta, as described in section 3, and are not part of our fees;
  • plans renew automatically until cancelled; you can cancel at any time, and cancellation takes effect at the end of the current billing period; and
  • we may change prices for future billing periods with at least 30 days’ notice.

If a payment fails, we may suspend the Service until the outstanding amount is paid.

9. Refunds

Refunds are governed by our Refund Policy. In summary: you can request a full refund within 7 days of payment if you are not satisfied; you receive a pro-rata refund if we are unable to provide the Service; and no refund is provided if your number is banned or restricted, your business closes, or WhatsApp or Meta stops or restricts the WhatsApp Business Platform.

10. Service availability and support

We work to keep the Service available and reliable, but we do not guarantee that it will be uninterrupted or error-free. Planned maintenance, failures of third-party services (including WhatsApp and Meta) and events outside our reasonable control may affect availability. Support is provided by email at support@lakshyapocketlab.com.

11. Your data

You retain all rights to the content and data you submit to or process through the Service (“Your Data”), including contacts and message content. You grant us the rights needed to host, process, transmit and display Your Data solely to provide, secure and support the Service. For personal data contained in Your Data, you act as the controller and we process it on your behalf and in accordance with our Privacy Policy.

After your account is closed, we may delete Your Data after a reasonable period, except where we must retain it by law. You can request an export of Your Data before closing your account.

12. Intellectual property

The Service, including its software, design, documentation and the Hello name and logo, is owned by Lakshya Pocket Lab and protected by intellectual property laws. These Terms do not grant you any rights to them other than the right to use the Service as described. If you send us suggestions or feedback, we may use them without obligation to you.

WhatsApp is a trademark of Meta Platforms, Inc. Hello is not affiliated with or endorsed by Meta other than through its participation in Meta’s programs for technology providers.

13. Confidentiality

Each party will protect the other party’s non-public information that it receives in connection with the Service, using at least reasonable care, and use it only for the purposes of these Terms.

14. Suspension and termination

You may stop using the Service and close your account at any time. We may suspend or terminate your access if you materially breach these Terms, fail to pay fees when due, or if we are required to do so by law or by Meta. Where reasonable, we will notify you first and give you an opportunity to resolve the issue. Sections that by their nature should survive termination, including fees owed, intellectual property, disclaimers, limitation of liability and indemnification, survive.

15. Disclaimers

Except as expressly stated in these Terms, the Service is provided “as is” and “as available”, and we disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose and non-infringement, to the extent permitted by law. We do not guarantee message delivery, delivery times or template approval, which depend on WhatsApp, Meta, network operators and recipients.

16. Limitation of liability

To the maximum extent permitted by law:

  • we are not liable for any indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, business, goodwill or data; and
  • our total liability arising out of or relating to the Service or these Terms is limited to the fees you paid us for the Service in the 12 months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited under applicable law.

17. Indemnification

You agree to indemnify and hold harmless Lakshya Pocket Lab from claims, damages, losses and expenses (including reasonable legal fees) arising from your messages, Your Data, your breach of these Terms or WhatsApp’s policies, or your violation of any law or third-party right.

18. Governing law

These Terms are governed by the laws of India, without regard to its conflict of law provisions.

19. Changes to these Terms

We may update these Terms from time to time. We will post the updated Terms on this page and update the “Last updated” date, and we will notify account owners of material changes by email or in the dashboard. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

20. Contact

For questions about these Terms, contact us: