Terms of Service

These Terms of Service (“Terms”) are an agreement between Parlo Technologies Pvt. Ltd. (“Parlo”, “we”, “us” or “our”) and the business or person that creates an account or uses our services (“you”). They cover our website, platform, apps and APIs (together, the “Service”).

By creating an account, clicking to accept, or using the Service, you agree to these Terms. If you accept on behalf of a company or other organisation, you confirm that you have authority to bind it. If you don't agree, please don't use the Service.

If you have signed an order form or a separate agreement with us, that document takes precedence over these Terms where the two conflict. Our Privacy Policy explains how we handle personal data.

• You must be at least 18 years old and able to enter into a binding contract.
• The Service is for business use. You must use it on behalf of a business, professional practice or organisation, not for personal or household purposes.
• You must give accurate and complete registration information and keep it up to date.
• You must keep your login credentials confidential. You are responsible for all activity under your account, including activity by team members you invite.
• Tell us promptly at support@parlo.app if you suspect unauthorised access to your account.

New accounts may start with a free trial of 14 days. You don't need a credit card to begin. During the trial you can explore the platform, subject to any usage limits we set.

WhatsApp message charges are separate from the trial. To send template messages during the trial, you may need to add credits to your wallet, as described in the section on message charges below.

When the trial ends, you'll need to choose a paid plan to keep using the Service. If you don't, we may restrict or close the trial account and delete its data after a reasonable period. We may change or end trial offers at any time and may limit trials to one per business.

• Plans: subscription plans and their features are described on our pricing page or in your order form.
• Currency: prices are in Indian Rupees (INR) unless we agree otherwise in writing.
• Taxes: prices are exclusive of Goods and Services Tax (GST) and any other applicable taxes, which will be added to your invoice. Give us your GSTIN if you want to claim input tax credit.
• Billing cycle: subscriptions are billed in advance, monthly or annually, depending on the plan you choose.
• Automatic renewal: subscriptions renew automatically for the same period unless you cancel before the renewal date. You can cancel from your account settings or by contacting us.
• Plan changes: upgrades take effect immediately and may be charged pro rata. Downgrades take effect from your next renewal.
• Price changes: we will give you at least 30 days' notice of any price change, which will apply from your next renewal.
• Refunds: fees are non-refundable except where required by law or stated in these Terms.
• Late payment: if a payment fails or is overdue, we may suspend the Service after giving you notice.

Meta charges for template messages sent through the WhatsApp Business Platform. These charges are separate from your subscription fee.

• Pass-through pricing: we charge message fees at Meta's applicable rates, which depend on the template category and the recipient's country code. Applicable taxes are added.
• Prepaid wallet: message charges are deducted from prepaid credits in your account wallet. If your balance runs out, template messages may stop sending until you top up.
• Free messages: messages that Meta does not charge for, such as replies within an open customer service window, are not deducted from your wallet.
• Rate changes: Meta may change its rates or pricing model. Changes apply from the date Meta makes them effective, and we will try to give you advance notice where we can.
• Unused credits: wallet credits are non-refundable and non-transferable, except where required by law or agreed in writing.

Indicative message rates are shown on our pricing page.

You are responsible for how you use the Service and for the messages you send. You must:

• Comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, Meta's applicable terms and all laws that apply to you, including privacy, consumer protection and telecommunications laws.
• Obtain valid opt-in before sending business-initiated messages, and keep records of that opt-in.
• Honour opt-out requests promptly.
• Use accurate business information and not impersonate any person or organisation.

You must not:

• Send spam or unsolicited bulk messages, or message purchased, rented or scraped contact lists.
• Offer or promote goods or services that the WhatsApp Commerce Policy prohibits, such as illegal drugs, weapons, counterfeit goods and the other restricted categories it lists.
• Send content that is unlawful, misleading, defamatory, hateful or harassing, or that infringes anyone else's rights.
• Upload malware, or try to break, probe, overload or gain unauthorised access to the Service.
• Reverse engineer the Service, except to the extent the law allows.
• Resell or sublicense the Service without our written permission.
• Use the Service to get around Meta's messaging limits, quality controls or other platform rules.

If we reasonably believe you are breaking these rules, we may remove content, pause campaigns or suspend your account, as described in the section on suspension and termination.

“Customer data” means the contacts, messages, files and other data that you or your users upload to or generate in the Service. You own your customer data. You give us a limited right to host, process and transmit it only as needed to provide and support the Service, and as described in our Privacy Policy.

For customer data, you are the controller or data fiduciary and we act as your processor. Our Data Processing Agreement (DPA) forms part of these Terms and sets out how we handle customer data. You can request a copy through our contact page.

You are responsible for having a lawful basis, including any consent required, for the customer data you upload and the messages you send, and for the accuracy of that data.

We may use aggregated, de-identified information about how the Service is used to operate and improve it, provided it does not identify you or any individual.

The Service depends on and connects to third-party services, most importantly Meta's WhatsApp Business Platform. You may also connect integrations such as ecommerce platforms, payment providers and CRMs.

• Your use of a third-party service is governed by that provider's terms, which you are responsible for accepting and following.
• Meta controls template approval, template categories, messaging limits, quality ratings, message pricing and the status of your WhatsApp Business Account and phone number. We cannot override Meta's decisions.
• If Meta restricts, suspends or changes its platform, some features of the Service may change or become unavailable. We are not liable for those changes, but we will help where we reasonably can.
• We are not responsible for third-party services we don't control, and integrations may change or be discontinued.

We work to keep the Service available and reliable, but we do not promise that it will be uninterrupted or error-free. We may carry out planned maintenance and will try to give advance notice of significant downtime.

Support is available by email at support@parlo.app and through any other channels included in your plan. Response times and any service level commitments depend on your plan or order form.

We may update and improve the Service over time. If we remove a material feature that you are paying for, we will give you reasonable notice.

Our intellectual property

We and our licensors own all rights in the Service, including its software, designs, documentation and the Parlo name and logo. Subject to these Terms and payment of the applicable fees, we grant you a limited, non-exclusive, non-transferable right to use the Service for your internal business purposes during your subscription.

You keep all rights in your customer data and your own brand assets.

Feedback

If you send us suggestions, ideas or other feedback, we may use them freely to improve our products, without any obligation to you.

Each party may receive non-public information from the other, such as business plans, pricing, technical details or customer data (“confidential information”). The receiving party will use it only to perform under these Terms, protect it with reasonable care, and share it only with people who need it and are bound by similar obligations.

These obligations don't apply to information that is or becomes public through no fault of the receiving party, was already known to it, is developed independently, or is lawfully received from someone else. A party may disclose confidential information when the law requires it, after giving the other party prompt notice where that is legally permitted.

We provide the Service “as is” and “as available”. To the extent the law permits, we disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose and non-infringement.

In particular, we do not guarantee that Meta will approve your templates, that messages will be delivered or read, that your phone number will keep a particular quality rating or messaging limit, or that the Service will produce particular business results. Output from AI features may be inaccurate, so review it before relying on it.

To the extent the law permits:

• Neither party is liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, goodwill or data, even if it was told such losses were possible.
• Each party's total liability arising out of or relating to these Terms is limited to the subscription fees you paid us in the 12 months before the event that gave rise to the claim. WhatsApp message charges passed through to Meta are not counted towards this amount.
• These limits do not apply to your payment obligations, your indemnity obligations, or any liability that cannot be limited by law.

You will defend and indemnify us, our affiliates and our personnel against third-party claims, and the resulting losses and costs (including reasonable legal fees), that arise from your customer data or messages; your breach of these Terms, the WhatsApp Business Messaging Policy or the WhatsApp Commerce Policy; or your violation of any law or third-party right.

We will notify you promptly of any such claim and let you control its defence, provided that you do not settle a claim in a way that affects us without our written consent.

Suspension

We may suspend all or part of the Service if your payment is overdue; if we reasonably believe you are breaching the acceptable use rules; if your use poses a security risk or could harm us, Meta or other customers; or if Meta or a legal authority requires us to. Where practical, we will give you notice first and restore access once the issue is resolved.

Termination

You may cancel your subscription at any time, and it will end at the close of the current billing period. Either party may terminate these Terms if the other materially breaches them and does not fix the breach within 30 days of written notice. We may terminate immediately for serious or repeated breaches of the acceptable use rules.

After your account ends

When your account ends, your right to use the Service stops. You will have 30 days to export your customer data, after which we will delete it as described in our Privacy Policy, unless the law requires us to keep it. Provisions that by their nature should continue, such as payment, confidentiality, limitation of liability, indemnity and governing law, survive termination.

These Terms are governed by the laws of India. The courts at Bengaluru, Karnataka, have exclusive jurisdiction over any dispute arising out of or relating to them [to be confirmed by counsel].

Before starting formal proceedings, both parties will first try in good faith to resolve the dispute through discussion for at least 30 days.

We may update these Terms from time to time. For material changes, we will give at least 30 days' notice by email or in the product before they take effect. If you don't agree with the changes, you can cancel before they apply. If you keep using the Service after they take effect, you accept the updated Terms.

• Entire agreement: these Terms, together with any order form and the DPA, are the whole agreement between us about the Service.
• Assignment: you may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of assets.
• Force majeure: neither party is liable for delays or failures caused by events beyond its reasonable control, other than payment obligations.
• Severability: if any part of these Terms is found unenforceable, the rest remains in effect.
• No waiver: not enforcing a right straight away does not mean giving it up.

Questions about these Terms can be sent to Parlo Technologies Pvt. Ltd., Bengaluru, India, at support@parlo.app. You can also reach us through our contact page.