Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the AI Front Desk platform, website and related services (together, the “Service”) provided by EngageAI (“we”, “us”). By creating an account or using the Service you agree to these Terms. If you are agreeing on behalf of a company, you confirm you have authority to bind it.

1. The Service

AI Front Desk lets a business connect its own WhatsApp Business account and use it to message customers, run automated conversation flows, capture and qualify leads, book appointments, send campaigns and collect reviews, including with the assistance of AI.

The Service is a tool that acts on your behalf and under your instruction. You decide who is messaged, what is said and which automations run.

2. Accounts and eligibility

• You must be at least 18 years old and legally able to enter into a contract.
• Provide accurate registration information and keep it current.
• You are responsible for keeping your credentials confidential and for everything done under your account. Tell us promptly at support@engageai.in if you suspect unauthorised access.
• Accounts are for your organisation. Do not share a single login across people who should have their own.

3. WhatsApp Business Platform

The Service integrates with the WhatsApp Business Cloud API operated by Meta. Your use of it is additionally governed by Meta's terms, and you agree to comply with them:

• WhatsApp Business Terms of Service
• WhatsApp Business Messaging Policy
• WhatsApp Commerce Policy

In particular, you agree that:

• you will obtain opt-in consent from every recipient before messaging them, and keep records of it;
• you will honour opt-out requests promptly and will not message anyone who has unsubscribed;
• you own or are authorised to use the phone number and WhatsApp Business Account you connect;
• message templates you submit are accurate and not misleading.

Meta may rate-limit, downgrade the quality rating of, or suspend your number or WhatsApp Business Account for policy breaches. Those decisions are Meta's and are outside our control.

4. Acceptable use

You must not use the Service to:

• send spam, bulk unsolicited messages, or messages to purchased or scraped contact lists;
• send unlawful, deceptive, fraudulent, harassing, hateful or obscene content;
• impersonate any person or organisation, or misrepresent your affiliation;
• promote goods or services prohibited by the WhatsApp Commerce Policy;
• upload malware, or probe, scan or attempt to breach the security of the Service;
• circumvent rate limits, reverse-engineer the Service, or resell access without our written agreement;
• process special-category personal data (health, biometric, financial account credentials and similar) without a lawful basis and appropriate safeguards.

We may suspend or terminate an account that breaches this section, with notice where practicable and immediately where the breach is serious or ongoing.

5. AI features

• AI-generated replies are produced automatically from your configuration and knowledge base. They can be inaccurate or incomplete.
• You remain responsible for every message sent from your number, including AI-drafted ones. Review your automations and use the human-handover controls where accuracy matters.
• Do not rely on AI output as legal, medical, financial or other professional advice.
• You must not configure the AI to conceal that it is automated where disclosure is required by law.

6. Your data

• You retain all rights in the contacts, messages, media and other content you put into the Service (“Customer Data”).
• You grant us a limited licence to host, process and transmit Customer Data solely to operate the Service for you.
• You are the data controller for Customer Data and warrant that you have a lawful basis to collect and share it with us. We act as your processor, as described in our Privacy Policy.
• You are responsible for responding to your own customers' privacy requests. We will assist, and our Data Deletion page is open to your customers directly.

7. Plans, billing and trials

• Paid plans are billed in advance for the period shown at checkout and renew automatically until cancelled.
• Fees exclude taxes unless stated; you are responsible for applicable taxes.
• Charges levied by Meta for WhatsApp conversations are billed by Meta directly to your WhatsApp Business Account and are not included in our fees.
• You may cancel at any time; cancellation takes effect at the end of the current period and access continues until then.
• Except where required by law, fees already paid are non-refundable.
• If a subscription lapses, access to paid features is restricted. We retain your data for the period stated in the Privacy Policy so you can reactivate.

8. Our intellectual property

The Service, including its software, design, and documentation, is owned by EngageAI and its licensors and is protected by intellectual property law. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. No other rights are granted.

9. Availability and support

We work to keep the Service available and reliable, but it is provided on an “as-is” basis without an uptime guarantee unless we have agreed one in a separate written contract. We may perform maintenance, and we may modify or discontinue features — giving reasonable notice of material changes where we can. Message delivery also depends on Meta's infrastructure and on recipients' devices and networks, which we do not control.

10. Disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, that AI output will be accurate, or that any particular business outcome will follow from using it.

11. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data. Our total aggregate liability arising out of or relating to these Terms is limited to the fees you paid us in the twelve (12) months before the event giving rise to the claim.

Nothing in these Terms excludes liability that cannot be excluded by law, including for death or personal injury caused by negligence, or for fraud.

12. Indemnity

You will indemnify and hold us harmless against claims, damages and reasonable costs arising from your Customer Data, your messages, or your breach of these Terms or of the WhatsApp Business policies — including claims that you messaged someone without valid consent.

13. Termination

• You may stop using the Service and close your account at any time.
• We may suspend or terminate access for material breach, non-payment, or where required by law or by Meta.
• On termination, your right to use the Service ends. You may export your data before closure, and we then delete or anonymise it in line with the Privacy Policy.
• Sections that by their nature should survive termination (ownership, disclaimers, liability, indemnity, governing law) do so.

14. Changes to these Terms

We may update these Terms. We will post the revised version here with a new “Last updated” date and, for material changes, notify Clients in-app or by email before they take effect. Continued use after that date means you accept the revised Terms.

15. Governing law

These Terms are governed by the laws of India, and the courts of India have exclusive jurisdiction over any dispute, without prejudice to any mandatory consumer protections available to you where you live.

16. Contact

• Support: support@engageai.in
• Privacy: privacy@engageai.in