Terms of Service

These Terms are the agreement between [Company legal name] (“we”, “us”), the provider of CraftiConnect, and the organisation that creates a workspace (“you”, “your”). They apply when you create a workspace, sign in, or use the service in any way.

If you agree to these Terms for an organisation, you confirm you are allowed to bind that organisation. If you do not agree, do not create a workspace and do not use the service.

CraftiConnect is a shared inbox for customer messaging. It connects to third-party messaging networks, stores the conversations those networks deliver, and gives your team tools to answer them — assignment, tags, notes, reply-time targets, templates, campaigns, customer records, orders and reporting.

We do not deliver messages ourselves. Every message travels over a third-party network (WhatsApp Business Platform, Instagram, Messenger, Telegram, LINE, Viber, WeChat, TikTok and others we add). What those networks allow, charge, rate-limit or refuse is theirs to decide, not ours.

• A workspace belongs to the organisation that created it, not to the individual who signed up. Its data is the organisation's.
• The owner is the account with the Owner role. Only the owner can delete the workspace. Ownership can be transferred inside the product.
• Members are invited by the workspace and can be deactivated by it. What each member may do is decided by their role.
• You are responsible for what happens under your accounts, including keeping credentials safe. Tell us promptly if you believe an account has been compromised.

Accounts are for people, not shared logins. We enforce this technically in places (one phone number and one username per account) and rely on you for the rest.

You own your workspace content — conversations, contacts, notes, files, orders and settings. We claim no ownership of it. We store and process it to run the service for you, and for nothing else. We do not sell it, and we do not use it to train models for anyone else.

For the personal data of your customers, you are the controller and we are the processor: you decide why it is collected and what happens to it, and we act on your instructions, which are the actions you take in the product. Our Privacy Policy sets out what that means in practice.

You can export your data at any time while the workspace exists. See Ending the agreement for what happens afterwards.

You agree not to use CraftiConnect to:

• send messages to people who have not opted in, or continue messaging someone who has asked you to stop;
• send unlawful, deceptive, harassing, or infringing content;
• impersonate another business or person, or misrepresent who a message is from;
• break the rules of the networks you connect — including the WhatsApp Business Messaging Policy and Meta's Commerce and Platform policies;
• probe, scan or interfere with the service, or attempt to reach another organisation's workspace;
• resell the service without a written agreement to do so.

Messaging rules are not decoration: a network can restrict or ban your business number for breaking them, and we cannot appeal that on your behalf.

Connecting a channel or an integration authorises us to act for you with that provider — to send and receive on your behalf, and to read what you have asked us to read. You are responsible for having the right to grant that access.

Those providers have their own terms and prices. Message fees charged by a network (for example WhatsApp conversation charges) are between you and that network unless we state otherwise in writing. A provider changing or withdrawing its API can change or remove a feature here, sometimes without notice to us.

• New workspaces get a 14-day trial with no card. Nothing is charged and nothing renews automatically at the end of it.
• Paid plans are billed in advance for the period you choose. Plan limits — seats, channels, storage, message volume — are enforced in the product.
• Add-ons such as extra storage are billed alongside the plan and continue until you remove them.
• Fees are exclusive of taxes, which are added where required. Payments are non-refundable except where the law says otherwise.
• If payment fails we may suspend sending while keeping the workspace readable, so you do not lose access to your history over a card that expired.

We work to keep the service available and will give reasonable notice of planned maintenance where we can. We do not promise uninterrupted service unless a separate written agreement says so.

We improve the product continuously. We may add, change or remove features; where a change materially reduces what a paid plan does, we will tell you before it takes effect.

We may suspend a workspace, or a member's access, if there is a serious risk to the service or to other customers, if payment is overdue, or if use breaks Acceptable use or a network's rules. Except where the risk is immediate, we will tell you first and give you a chance to put it right.

You can stop using CraftiConnect at any time. The owner can delete the workspace from Settings → General; deleting requires typing the workspace name and re-entering the password, because it cannot be undone.

When a workspace is deleted:

• everyone is signed out immediately and cannot sign back in;
• connected channels stop receiving at once;
• conversations, contacts, orders, files and settings are removed, including from object storage;
• backups age out on their normal cycle — up to [30] days — after which nothing remains.

Export first. After deletion there is nothing left to export, and we cannot restore a deleted workspace.

The software, design and documentation are ours and stay ours. These Terms grant you a non-exclusive, non-transferable right to use the service during the agreement, and nothing more. Feedback you send us may be used to improve the product without obligation to you.

We provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided “as is” without further warranties. We do not warrant that a third-party network will accept, deliver or keep delivering your messages, or that any particular message will reach its recipient.

To the extent the law allows, neither party is liable for indirect or consequential loss, lost profits, lost revenue or lost goodwill. Our total liability in any 12-month period is limited to the fees you paid us in that period.

Nothing here limits liability that cannot be limited by law — including death or personal injury caused by negligence, or fraud.

You will defend and indemnify us against claims arising from your content, your use of the service in breach of these Terms, or your breach of a third-party network's rules.

We may update these Terms. For material changes we will give at least [30] days' notice by email to the workspace owner and in the product. Continuing to use the service after a change takes effect means you accept it; if you do not, you may delete your workspace before then.

These Terms are governed by the laws of [Jurisdiction], and the courts of [Jurisdiction] have exclusive jurisdiction, without affecting mandatory consumer protections where you live.

Questions about these Terms: [legal@yourdomain.com], [Company legal name, registered address].