Terms of service

These terms form an agreement between [Registered company name] Ltd (“we”, “us”) and the business or person that creates an account (“you”) for Orkesta (the “Service”). By creating an account or using the Service you agree to them. If you accept on behalf of a business, you confirm you are authorised to bind it.

1. The Service

The Service provides AI agents, a shared inbox, knowledge management, integrations, approvals and analytics for handling customer service conversations. We may improve and change features over time; we will not materially reduce core functionality of a paid plan during its term without notice.

2. Accounts

• You must provide accurate information and keep sign-in credentials confidential.
• You are responsible for activity under your workspace, including the roles and permissions you grant to team members.
• Tell us promptly at [support@your-domain.com] if you suspect unauthorised access.

3. Your responsibilities for AI use

• You decide what the AI agents may do: which knowledge they use, which tools they can call and which actions require approval. You are responsible for the accuracy of the knowledge you publish and the decisions your team approves.
• You must tell your customers they may be communicating with an automated assistant where the law requires it, and offer a way to reach a person.
• AI output can be wrong. The Service includes safeguards — grounding, reply checks, approvals and human takeover — but you should monitor conversations and use those controls appropriately.

4. Acceptable use

You must not use the Service to:

• send spam or messages that breach WhatsApp’s Business and Commerce policies, or contact people without the permissions the law requires;
• process data unlawfully, or upload content you have no right to use;
• deceive, harass or defraud anyone, or impersonate another person or business;
• attempt to access other workspaces, probe or bypass our security, or overload the Service; or
• reverse-engineer the Service or use it to build a competing product.

We may suspend use that breaches these rules or puts other customers or the Service at risk, and will tell you why unless the law prevents it.

5. Your data

You own the data you and your customers put into the Service. You grant us the rights needed to host, process and transmit it to provide the Service. For personal data of your customers, you are the controller and we are your processor; we process it only on your instructions and as described in our privacy policy. We do not use your conversation data to train AI models.

6. Third-party services

The Service connects to third-party services you choose, such as WhatsApp, AI model providers and your own store or records systems. Their terms apply to your use of them, and we are not responsible for their availability or conduct.

7. Fees

Paid plans are billed as described at sign-up or in your order form. Fees are exclusive of taxes unless stated. Third-party charges — such as WhatsApp conversation fees billed by Meta — are your responsibility. We will give at least 30 days’ notice of price changes.

8. Intellectual property

We own the Service and its software. You may not copy or resell it. Feedback you give us may be used to improve the Service without obligation.

9. Confidentiality and security

Each party will protect the other’s confidential information with reasonable care. We maintain the security measures described on our security page.

10. Disclaimers

Except as expressly stated in these terms, the Service is provided “as is”. We do not guarantee that it will be uninterrupted or error-free, or that AI-generated output will always be accurate or complete.

11. Liability

To the extent permitted by law, neither party is liable for indirect or consequential losses, or loss of profit, revenue or data. Each party’s total liability under these terms is limited to the fees you paid in the 12 months before the claim. These limits do not apply to liability that cannot be limited by law.

12. Termination

You may close your account at any time. We may terminate for material breach not remedied within 14 days of notice. On termination you may export your data for 30 days, after which we delete it as described in our privacy policy.

13. Governing law

These terms are governed by the laws of the Federal Republic of Nigeria, and the courts of Lagos State have jurisdiction over disputes.

14. Changes and contact

We will notify account owners of material changes to these terms at least 30 days before they take effect. Questions: [hello@your-domain.com] or our contact page.