Terms of service

1. The agreement

These terms are between [Legal entity name] (“Kaltline”) and the business that creates or uses a Kaltline workspace (“you”). The person who accepts them confirms they are authorised to bind that business. The privacy notice and the data processing agreement form part of these terms.

2. The service

Kaltline is a shared inbox for customer conversations on WhatsApp, SMS, calls, email and a customer portal, with quotes, order confirmation and flows. Features may change; we will not remove a core feature of your plan during a paid term without notice.

3. Trial, plans and payment

• A new workspace starts with a 14-day free trial. No card is needed and nothing is charged automatically when it ends.
• Plans and prices are shown on the pricing page, in Indian rupees, excluding GST, which is added to each invoice.
• WhatsApp message charges from Meta are passed through at cost and billed separately from your plan.
• Fees are payable [payment terms]. If an invoice is unpaid [number] days after it is due, we may limit the workspace after notice.

4. Your accounts

Your administrators control who has access to the workspace. Keep sign-in details confidential and tell us promptly if you believe an account has been misused. You are responsible for what happens under your workspace’s accounts.

5. Your data and your customers

• You own the records you put into Kaltline. We use them only to provide the service.
• For your customers’ personal data you are the Data Fiduciary and we are your Data Processor. You are responsible for having a lawful basis, giving your customers notice, and obtaining any consent or opt-in needed before you message or call them.
• Administrators can export customers, conversations and messages as CSV at any time.

6. Acceptable use

You must not use Kaltline to:

• send unsolicited or bulk messages, or messages to people who have opted out;
• break the WhatsApp Business Messaging Policy, TRAI’s rules on commercial communications, or any other law;
• send unlawful, misleading or harmful content, or anything that infringes others’ rights;
• try to reach another company’s data, or test, probe or overload the service without our written permission.

We may suspend a workspace that is putting others at risk, and will tell you why.

7. Other providers

Channels such as WhatsApp, SMS and voice run through providers you connect, whose own terms apply. We are not responsible for their availability, pricing or decisions, such as a provider restricting your number.

8. Availability

We aim to keep Kaltline available and publish its current state on the status page. [Service level, if any].

9. Ending the agreement

You can stop using Kaltline at any time. When a workspace closes, you have [number] days to export your data. We then delete it, except where the law requires us to keep it, such as security logs for one year and tax records.

10. Liability

The service is provided with reasonable care and skill. To the extent the law allows, our total liability under these terms is limited to [cap], and neither party is liable for indirect or consequential loss. [Indemnities].

11. Law and disputes

These terms are governed by the laws of India. The courts at [city] have exclusive jurisdiction. [Arbitration clause, if any].

12. Contact and grievances

Company

[Legal entity name], CIN [CIN]

Registered office

[Registered address]

Grievance officer

[Grievance officer name], [grievance email], [phone], [registered address]