Terms of Service

1. The agreement

These terms govern your use of www.aksharwap.com and app.aksharwap.com and everything served from them. By creating an account, accepting an invitation to a workspace, or using the API, you agree to them on behalf of the business you represent, and you confirm you are authorised to do so.

Our Privacy Policy and Security page form part of this agreement. Where a signed order form or a Custom-plan agreement says something different, that document takes precedence over these terms for the customer who signed it.

2. The service

AksharWAP provides WhatsApp campaigns and broadcasts, message templates, a shared team inbox, contact management and segmentation, automation rules, AI agents, a product catalogue, analytics, an audit log, outbound webhooks and a scoped REST API — delivered over the official WhatsApp Business Platform.

Message delivery depends on Meta. Template approval, quality ratings, messaging limits, number registration and account restrictions are decided by Meta under its policies, not by us. We cannot guarantee that a template is approved, that a number stays connected, or that a message is delivered.

3. Accounts and access

• • Give accurate registration details and keep them current.
• • You are responsible for everything done under your workspace, including by the agents you invite and by any API token you issue.
• • Keep credentials and API tokens confidential. Tell us at once if you suspect they have been compromised.
• • Roles and permissions are yours to configure; who can reach which module is your decision.
• • We may suspend an account that puts the platform, other customers or our Meta standing at risk, and will tell you why.

4. Acceptable use

You must comply with WhatsApp’s Business Messaging Policy, Meta’s Commerce Policy, and Indian law — including the DPDP Act, 2023 and TRAI’s rules on commercial communication. In particular, you must not:

• • Message people who have not opted in to hear from you, or continue messaging anyone who has opted out.
• • Upload contact lists you bought, scraped, or otherwise obtained without a valid basis to contact those people.
• • Send anything unlawful, deceptive, defamatory, obscene, or infringing of someone else’s rights.
• • Sell or promote goods and services that WhatsApp prohibits.
• • Impersonate another business or person, or misrepresent who is sending a message.
• • Probe, load-test, reverse engineer, or attempt to circumvent limits on the platform, or resell access without our written agreement.
• • Collect special categories of personal data through the platform, or use it to send transactional communication you are not authorised to send.

Breaking these rules risks your WhatsApp Business Account as much as your AksharWAP account, because Meta acts on complaints and blocks at its own discretion. We may suspend or terminate a workspace for a serious or repeated breach.

5. Your data

Your contacts, conversations, campaigns and content remain yours. You grant us the limited licence needed to host, transmit, back up and display that data in order to run the service for you, and nothing more.

You are the controller of the end-customer data you bring to the platform; we process it on your instructions, as described in the Privacy Policy. Having a lawful basis to hold and message those contacts is your responsibility.

6. Plans and billing

• • Standard is sold on a half-yearly or yearly cycle and includes every module, unlimited WhatsApp numbers, unlimited agent seats and unlimited custom roles.
• • Custom is an annual agreement; setup and onboarding are quoted per deal, and commercial terms are agreed in writing.
• • Published prices are net of GST. GST at 18% is added at checkout, and invoices are issued in INR.
• • Subscription fees are charged in advance for the cycle you choose, through Razorpay. Recurring mandates renew on the same cycle until cancelled.
• • Purchases may include bonus messaging-wallet credit, as stated on the pricing page at the time of purchase. Bonus credit has no cash value and is not refundable.

7. Message costs and wallet

WhatsApp conversations are charged by Meta at its own published rates, which Meta can change. Those costs are separate from your subscription and are drawn from your in-app wallet, with a 15% markup on Meta’s rate.

You keep the wallet topped up. If the balance runs out, sending stops until it is topped up again — inbound messages and the rest of the application keep working. Wallet balance is credit against message costs, not a deposit: it is not refundable and does not expire while your subscription is active.

8. Trials, cancellation and refunds

• • A free trial gives you the platform for the trial period. When it ends, access stops unless you subscribe; nothing is charged automatically at the end of a trial.
• • You can cancel at any time from the application. Cancellation stops the next renewal and your access runs to the end of the cycle you have paid for.
• • Subscription fees already paid are not refundable, in whole or in part, except where the law requires it or where we have agreed otherwise in writing.
• • After cancellation we keep your data for 90 days so the account can be restored, then delete it. Export what you need before that window closes.

9. Third-party services

The platform depends on Meta’s WhatsApp Business Platform and on Razorpay for payments, and can call AI model providers where you enable an AI agent. Your use of those services is subject to their own terms. We are not responsible for their availability, pricing decisions, policy changes or enforcement actions.

10. Availability and support

We aim to keep the platform available at all times, but we do not commit to an uptime figure unless one is agreed in a Custom-plan agreement. Planned maintenance is announced in advance where we can; emergency work sometimes cannot be. Support is provided by email during Indian business hours.

11. Intellectual property

The platform, its software, design and documentation belong to us. These terms grant you a non-exclusive, non-transferable right to use the service during your subscription — not a right to copy, modify, resell or create derivative works from it. Our name and marks may not be used without written permission. Feedback you send us we may use freely, with no obligation to you.

12. Warranties and liability

The service is provided as it stands. To the extent the law allows, we exclude implied warranties of merchantability, fitness for a particular purpose and non-infringement, and we do not warrant that the service will be uninterrupted or error-free.

To the extent the law allows, neither party is liable for indirect, incidental or consequential loss, or for lost profits, revenue, goodwill or data. Our total liability arising out of this agreement in any 12-month period is limited to the subscription fees you paid us in that period. Nothing here limits liability that cannot lawfully be limited — including for fraud, or for death or personal injury caused by negligence.

13. Indemnity

You will indemnify us against claims, damages and reasonable costs arising from the content you send, the contact data you upload, your breach of these terms or of WhatsApp’s policies, and any complaint brought by a person you messaged through the platform.

14. Suspension and termination

You may terminate by cancelling your subscription. We may suspend or terminate for non-payment, for a breach of the acceptable-use rules, or where continuing would put us in breach of Meta’s policies or of the law. Where circumstances allow, we give notice and a chance to fix the problem first. On termination, your right to use the platform ends and the retention rules in the Privacy Policy apply.

15. Changes to these terms

We may update these terms as the product and the law change. Material changes are notified to account owners by email or in the application before they take effect, and the date at the top of this page is updated. Continuing to use the platform after that date means you accept the revised terms.

16. Governing law

This agreement is governed by the laws of India, and the courts of India have exclusive jurisdiction over any dispute arising from it. Before starting proceedings, both sides will try in good faith to resolve the matter by writing to the contacts named on this page.