Terms and Conditions

1. About ConvoTrail

ConvoTrail is a WhatsApp-first business communication and conversation operations platform. It helps Customers manage opted-in contacts, WhatsApp templates, campaigns and broadcasts, shared inbox replies, customer context, assignments, follow-ups, sales and support activity, analytics, onboarding, and related account workflows.

ConvoTrail may rely on third-party platforms, including Meta and the WhatsApp Business Platform, to provide parts of the service. Use of those services may be subject to separate third-party terms, policies, charges, technical limits, and approval processes.

2. Eligibility And Authority

• You must have authority to accept these Terms on behalf of the business or organization using ConvoTrail.
• You must provide accurate, current, and complete information during demo requests, onboarding, account setup, billing, and support.
• If you create or manage a ConvoTrail workspace, you are responsible for all users, admins, employees, contractors, agencies, or representatives who access it through your account or credentials.

3. Account Access And Security

• You are responsible for keeping login credentials, devices, API keys, workspace permissions, and connected WhatsApp or Meta accounts secure.
• You must promptly notify ConvoTrail if you suspect unauthorized access, credential compromise, misuse, or a security incident involving your account.
• ConvoTrail may suspend or restrict access if we reasonably believe an account creates security, legal, platform-policy, billing, or operational risk.

4. License To Use ConvoTrail

Subject to these Terms, payment of applicable fees, and compliance with all platform policies, ConvoTrail grants you a limited, revocable, non-exclusive, non-transferable right to access and use ConvoTrail for your internal business communication and customer conversation operations during the applicable subscription term.

You may not sublicense, resell, rent, lease, copy, reverse engineer, scrape, interfere with, or misuse ConvoTrail, its software, APIs, designs, documentation, website, content, or service outputs except where expressly permitted in writing.

5. Demo, Trial, And Onboarding

ConvoTrail may provide demos, pilot access, onboarding assistance, setup calls, or limited evaluation access. Demo access is provided for evaluation only, may be limited in features, duration, capacity, or support, and may be modified or withdrawn at any time.

A demo, enquiry, or proposal does not create a paid subscription unless ConvoTrail accepts the Customer and the Customer completes the agreed manual purchase or onboarding process.

6. Subscription Plans And Manual Billing

ConvoTrail may offer monthly and annual subscription plans, including Starter, Growth, Business, and any custom or future plan published or agreed in writing. Plan names, pricing, limits, features, support levels, usage allowances, and availability may change over time.

ConvoTrail currently does not collect subscription payment directly through the website. Purchases, renewals, upgrades, downgrades, annual plans, monthly plans, invoices, receipts, taxes, and payment confirmation are handled manually by ConvoTrail or its authorized team.

7. Fees, Renewals, Changes, And Late Payment

• Fees are payable in advance unless ConvoTrail agrees otherwise in writing.
• Subscription periods, renewal dates, plan changes, and payment methods will be handled manually through invoice, email, written confirmation, or other agreed communication.
• Plan upgrades, downgrades, add-ons, additional usage, or service changes may require revised pricing and written confirmation.
• ConvoTrail may suspend or limit service for non-payment, failed payment, delayed payment, billing disputes not raised in good faith, misuse, or failure to provide required business or tax details.
• ConvoTrail may correct pricing, tax, invoice, or plan errors and may update future pricing with reasonable notice or written confirmation.

8. Cancellation And Refunds

Unless required by applicable law or agreed otherwise in writing by ConvoTrail, all paid subscriptions, setup fees, onboarding fees, annual fees, monthly fees, add-ons, credits, usage fees, and service fees are non-refundable.

No refunds, credits, service extensions, or adjustments will be issued for partial periods, unused service, unused allowances, plan changes, upgrade requests, downgrade requests, cancellation during an active subscription period, delayed implementation caused by Customer-side dependencies, or Customer failure to use the service.

Cancellation will stop future manually handled renewals after the current paid term, unless the parties agree otherwise in writing. ConvoTrail may require written notice, account verification, settlement of outstanding dues, and data export or deletion instructions before closure.

9. Customer Data, Consent, And Compliance

Customers are responsible for the data they upload, import, collect, send, receive, or process through ConvoTrail. This includes contact lists, phone numbers, WhatsApp numbers, message content, templates, customer records, tags, notes, assignments, files, and conversation history.

Customers represent and warrant that they:

• Have obtained all legally required consents, opt-ins, permissions, and notices before contacting End Customers or importing their data.
• Will maintain accurate opt-in and opt-out records where required.
• Will comply with applicable data protection, telecom, anti-spam, consumer protection, marketing, advertising, tax, and recordkeeping laws.
• Will comply with all WhatsApp Business, Meta, template, commerce, messaging, and acceptable-use policies.
• Will not upload unlawful, misleading, sensitive, restricted, or prohibited data unless legally permitted and expressly supported by ConvoTrail in writing.

10. WhatsApp, Meta, Templates, And Third-Party Platforms

ConvoTrail is not WhatsApp, Meta, Facebook, Instagram, or any other third-party platform. ConvoTrail's ability to provide WhatsApp-related features may depend on third-party APIs, platform approvals, account status, business verification, message template approvals, phone number status, policy compliance, uptime, pricing, and technical changes.

ConvoTrail is not responsible for third-party platform decisions, delays, outages, rejections, suspensions, bans, template denials, messaging limits, delivery failures, pricing changes, account restrictions, policy changes, or actions taken by Meta, WhatsApp, telecom operators, hosting providers, payment providers, or Customer-selected integrations.

11. Acceptable Use

You must not use ConvoTrail to:

• Send spam, unsolicited messages, deceptive messages, unlawful promotions, phishing, fraud, harassment, hate, threats, malware, or harmful content.
• Violate WhatsApp, Meta, telecom, marketing, advertising, consumer, privacy, intellectual property, or platform rules.
• Promote or facilitate prohibited goods or services under applicable law or relevant platform policies.
• Attempt unauthorized access, scraping, data harvesting, credential theft, reverse engineering, load testing without permission, service disruption, or security bypassing.
• Misrepresent identity, impersonate others, conceal sender information, or contact people without proper authorization.
• Use ConvoTrail for any high-risk, emergency, life-safety, medical, legal, financial, or regulated use case without a separate written agreement.

12. Service Availability And Product Changes

ConvoTrail will use reasonable efforts to provide a reliable service, but we do not guarantee uninterrupted, error-free, or delay-free operation. Service may be affected by maintenance, updates, third-party platforms, hosting, internet connectivity, telecom networks, Customer configuration, or events outside our control.

ConvoTrail may add, remove, modify, rename, limit, or discontinue features, plan limits, integrations, user interface elements, workflows, pricing, documentation, support processes, or technical requirements. Where a material change affects active Customers, ConvoTrail will aim to provide reasonable notice where practicable.

13. Support

Support may be provided through WhatsApp, phone, live chat, email, onboarding calls, or other channels selected by ConvoTrail. Support availability, response times, onboarding scope, and priority levels depend on the Customer's plan or written agreement.

Unless expressly agreed in writing, ConvoTrail does not provide guaranteed resolution times, custom development commitments, legal compliance advice, campaign strategy assurance, or delivery-result guarantees.

14. Intellectual Property

ConvoTrail and its licensors own all rights, title, and interest in the ConvoTrail platform, website, software, workflows, UI, branding, documentation, designs, content, code, templates, product concepts, analytics formats, and related intellectual property.

Customers retain ownership of their Customer Data. Customers grant ConvoTrail a limited right to host, process, transmit, display, secure, analyze, and use Customer Data only as needed to provide, support, secure, improve, and administer ConvoTrail and as otherwise permitted by the Customer agreement or law.

If you provide feedback, suggestions, bug reports, ideas, or feature requests, ConvoTrail may use them without restriction or compensation.

15. Confidentiality

Each party may receive non-public business, technical, pricing, product, Customer, or operational information from the other. The receiving party must use reasonable care to protect confidential information and must not disclose it except to personnel, contractors, advisers, or service providers who need it for the permitted purpose and are bound by appropriate confidentiality obligations.

16. Privacy And Data Protection

ConvoTrail's handling of personal data is described in the ConvoTrail Privacy Policy. Customers are responsible for their own privacy notices, consent records, lawful basis, End Customer requests, and instructions for workspace data. Where ConvoTrail processes End Customer data on behalf of a Customer, ConvoTrail acts as a service provider or processor subject to the Customer's lawful instructions and applicable agreements.

17. Warranties And Disclaimers

ConvoTrail is provided on an as-is and as-available basis to the maximum extent permitted by law. ConvoTrail disclaims all implied warranties, including merchantability, fitness for a particular purpose, non-infringement, uninterrupted availability, message delivery, campaign performance, revenue results, customer conversion, business outcome, or compliance outcome.

Customer is responsible for reviewing message content, campaign targeting, business claims, legal compliance, industry restrictions, offers, template accuracy, contact consent, and customer communication practices before sending or processing anything through ConvoTrail.

18. Limitation Of Liability

To the maximum extent permitted by law, ConvoTrail will not be liable for indirect, incidental, special, consequential, punitive, exemplary, lost-profit, lost-revenue, lost-data, lost-goodwill, business-interruption, platform-suspension, message-delivery, or third-party-claim damages, even if advised of the possibility of such damages.

To the maximum extent permitted by law, ConvoTrail's total aggregate liability for all claims relating to ConvoTrail, the website, platform, subscription, support, or these Terms will not exceed the fees actually paid by the Customer to ConvoTrail for the affected service during the three months immediately before the event giving rise to the claim.

19. Indemnity

You agree to defend, indemnify, and hold harmless ConvoTrail from claims, losses, liabilities, damages, penalties, costs, and expenses arising from Customer Data, message content, campaigns, contact lists, lack of consent, breach of these Terms, misuse of ConvoTrail, violation of law, violation of WhatsApp or Meta policies, infringement of third-party rights, or acts and omissions of your users, employees, contractors, agencies, or representatives.

20. Suspension And Termination

• ConvoTrail may suspend, restrict, or terminate access if you breach these Terms, fail to pay, create legal or security risk, misuse the service, violate third-party platform policies, or use ConvoTrail in a way that may harm ConvoTrail, End Customers, third parties, or platform relationships.
• You may stop using ConvoTrail or request cancellation for future renewal periods, subject to non-refundable fees for the current paid term.
• After termination, ConvoTrail may delete, retain, anonymize, or export Customer Data according to the applicable agreement, privacy policy, legal requirements, backup cycle, and operational limits.

21. Governing Law And Disputes

These Terms are governed by the laws of India, without regard to conflict-of-law principles. Courts and competent forums in India will have jurisdiction over disputes, unless a more specific written agreement between ConvoTrail and the Customer states otherwise.

Before filing a formal claim, each party should first try to resolve the dispute in good faith through written notice and discussion. Nothing prevents either party from seeking urgent injunctive or equitable relief where necessary.

22. Notices

ConvoTrail may send notices by email, invoice communication, WhatsApp, account message, website update, or other reasonable method. Customer notices to ConvoTrail should be sent to the contacts listed below.

23. General Terms

• These Terms, together with any accepted proposal, invoice, order confirmation, privacy policy, data processing terms, and written agreement, form the agreement between ConvoTrail and the Customer.
• If there is a conflict between these Terms and a signed written agreement, the signed written agreement controls for that Customer.
• You may not assign or transfer your rights or obligations without ConvoTrail's written consent. ConvoTrail may assign these Terms in connection with a merger, acquisition, restructuring, financing, or sale of assets.
• If any provision is found unenforceable, the remaining provisions will continue in effect.
• Failure to enforce a provision does not waive ConvoTrail's right to enforce it later.
• ConvoTrail is not responsible for delays or failures caused by events beyond reasonable control, including platform outages, regulatory changes, network issues, payment issues, cyber incidents, natural disasters, labor disruptions, or government actions.

24. Changes To These Terms

ConvoTrail may update these Terms from time to time. The updated version will be posted on the website or otherwise shared with Customers. Continued use of ConvoTrail after the effective date of an update means you accept the updated Terms, unless a separate signed agreement states otherwise.