Terms of Service

About these terms

These Terms of Service (the "Terms") are an agreement between you and PureFlow Studios, a sole proprietorship registered in India with its registered address at E-4/77, Hardoi Road, Lucknow 226003, Uttar Pradesh, India ("PureFlow Studios", "we", "us"). They govern your use of HeloFlow: the website at heloflow.com, the app at app.heloflow.com, our API and related services (together, the "Service").

If you use the Service on behalf of a business, "you" means that business, and you confirm that you have authority to bind it. By creating an account, or by using the Service, you accept these Terms, our Acceptable Use Policy and our Data Processing Agreement, which form part of these Terms. Our Privacy Policy explains how we handle personal data.

Definitions

• Workspace: your organisation's account in HeloFlow, with its settings, teammates and data.
• Users: the people you allow into your Workspace, such as owners, admins and agents.
• Customer Data: all data you or your Users add to the Service, or receive through it, including contacts, WhatsApp messages, files, leads and form responses.
• End Customers: the people your business communicates with through the Service.
• WhatsApp Policies: the WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy, WhatsApp Commerce Policy and any other terms Meta applies to the WhatsApp Business Platform, as updated from time to time.

Accounts

• You must be at least 18 and use the Service for business purposes.
• Give accurate information and keep it up to date, including your business name and GST details if you want GST invoices.
• Keep sign-in details secret. You are responsible for everything done through your Workspace and for your Users' compliance with these Terms.
• Tell us straight away at support@heloflow.com if you believe your account has been accessed without permission.

The Service

HeloFlow gives your team a shared WhatsApp inbox, contacts and leads, broadcasts, message templates, automated flows and sequences, AI-assisted replies, forms, payment links, integrations and reports. We may improve, change or remove features over time. If we remove a significant feature from a paid plan, we will tell you in advance.

Some features may be marked as beta. They are offered as they are, may change or stop, and are not covered by any service commitment.

Test number. Until you connect your own WhatsApp number, your Workspace may include a test number so you can try the Service. Messages "sent" through the test number are simulated inside HeloFlow and are never delivered to anyone. Delivery and read statuses shown for it are simulated too.

WhatsApp and Meta

• Your number, your account. When you connect a number, you connect your own WhatsApp Business Account through Meta. You authorise us to access it and act on your behalf: to send and receive messages, manage templates and read account information for the purpose of providing the Service. You can disconnect at any time from Settings → Channels, or from your Meta Business settings.
• You must follow the WhatsApp Policies. Your use of WhatsApp through HeloFlow is also governed by them, and they take priority if they conflict with how you would like to use the Service.
• Meta's decisions. Meta decides whether to approve your display name and templates, sets your number's quality rating and messaging limits, and may restrict or disable a number or account. We don't control these decisions, and we are not responsible for them or for Meta's service interruptions.
• Meta's charges. Meta charges for WhatsApp messages according to its own pricing. Unless we have agreed otherwise in writing, Meta bills these charges to the payment method on your WhatsApp Business Account. Our fees don't include them.

Your responsibilities

• Consent. Before you message anyone on WhatsApp, get their opt-in, keep a record of it, and honour opt-outs straight away. Only use message templates outside WhatsApp's 24-hour customer service window, and only in the correct category.
• The law. Comply with all laws that apply to you, including the DPDP Act, the Information Technology Act, 2000, consumer protection law, and any rules for your industry.
• Your content and data. You are responsible for Customer Data and for having the right to use it. For End Customers' personal data, you are the Data Fiduciary; see our Data Processing Agreement.
• Acceptable use. Follow our Acceptable Use Policy.
• Don't misuse the Service. Don't copy, resell or sublicense it without our written permission; reverse-engineer it; access it by automated means outside our API; try to get around plan limits or security controls; or use it to build a competing product.

Plans, fees and taxes

• Plans. Prices and plan limits (for example Users, contacts, broadcasts and AI replies) are shown on our pricing page or in your order. When you reach a limit, the related feature pauses until the next billing period or until you upgrade.
• Billing. Paid plans are billed in advance, monthly or yearly, through our payment partner Razorpay, and renew automatically until you cancel.
• Taxes. Prices exclude GST unless stated otherwise. We add GST at the applicable rate and issue a tax invoice from PureFlow Studios (GSTIN 09RFSPS2815K1ZA).
• Changes. We will give at least 30 days' notice before a price change affects you. The new price applies from your next billing period after the notice.
• Late payment. If a payment fails, we will tell you and retry. If it is still unpaid 7 days after it was due, we may limit or suspend paid features until it is paid.
• Refunds. Cancellations and refunds are covered by our Refund & Cancellation Policy.

Your data

• Ownership. You own Customer Data. You give us permission to host, copy, process and display it only as needed to provide and support the Service, to keep it secure, and as the law requires.
• Processing. We process End Customers' personal data only on your instructions, as set out in our Data Processing Agreement.
• Export and deletion. Workspace owners can export Workspace data at any time and delete the Workspace from Settings → Data & privacy. Deletion happens as described in our Privacy Policy.
• Aggregated data. We may use anonymised, aggregated information about how the Service is used (never Customer Data content) to run and improve it.

AI features

AI-assisted replies are optional and off until a Workspace switches them on. AI output can be inaccurate or incomplete. You are responsible for how you configure AI replies, including when they hand over to a person, and for replies sent to End Customers from your Workspace. Under Meta's rules you must use AI on WhatsApp for your own business's customer conversations. You must not use HeloFlow to offer a general-purpose AI assistant or chatbot on WhatsApp.

Third-party services

The Service works with third-party services such as Meta, Razorpay, Google sign-in, AI providers and the integrations you connect. Their own terms govern your use of them. We are not responsible for services we don't control, but we choose our own providers with care; see Sub-processors.

Confidentiality

Each of us will keep the other's non-public business information confidential, use it only for this agreement, and protect it with at least reasonable care. This doesn't cover information that is public, already known, independently developed, or that the law requires to be disclosed.

Intellectual property

The Service, including its software, design and the HeloFlow name and logo, belongs to PureFlow Studios and its licensors. These Terms give you the right to use the Service while your subscription is active. They don't transfer any ownership. If you send us feedback or suggestions, we may use them without any obligation to you.

Availability and support

We work to keep the Service available and to fix problems quickly, but we don't promise uninterrupted service. Planned maintenance will be announced in advance where practical. Support is available at support@heloflow.com during Monday to Saturday, 10:00 to 19:00 IST (except public holidays). A specific service-level commitment applies only if it is agreed in writing.

Suspension and termination

• By you. You can stop using the Service and cancel your plan at any time.
• By us. We may suspend or terminate your access, in whole or in part, if you seriously or repeatedly breach these Terms, don't pay undisputed fees, put the Service, other customers or End Customers at risk, or if Meta or the law requires it. Where practical, we will warn you first and give you a chance to fix the problem.
• After termination. Your right to use the Service ends. For 30 days afterwards we will keep your Customer Data so that an owner can ask us for an export; after that we may delete it, except what the law requires us to keep.

Disclaimers

Except as expressly stated in these Terms, the Service is provided "as is" and "as available". To the extent the law allows, we disclaim implied warranties, including fitness for a particular purpose. We don't guarantee that any message will be delivered or read, or any particular business result, because delivery depends on Meta, networks and the recipient's device.

Limitation of liability

To the extent the law allows:

• Neither of us is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue or goodwill.
• Our total liability arising out of or relating to these Terms is limited to the fees you paid us for the Service in the 12 months before the event giving rise to the claim.

These limits don't apply to your payment obligations, your indemnity below, or liability that the law does not allow to be limited.

Indemnity

You will defend and indemnify PureFlow Studios against third-party claims, penalties and reasonable costs arising from your Customer Data, your breach of the WhatsApp Policies, our Acceptable Use Policy or the law, or messages sent from your Workspace without the recipient's consent.

Changes to these terms

We may update these Terms. If a change materially affects your rights, we will notify Workspace owners by email or in the app at least 15 days before it takes effect. Continuing to use the Service after that means you accept the change. If you don't agree, you can cancel before it takes effect.

Governing law and disputes

These Terms are governed by the laws of India. We will first try to resolve any dispute in good faith, through our Grievance Officer if you like, for at least 30 days. If it isn't resolved, the courts at Lucknow, Uttar Pradesh have exclusive jurisdiction.

General

• Entire agreement. These Terms, together with the documents they refer to and any order form, are the whole agreement between us about the Service.
• Assignment. You may not transfer this agreement without our written consent. We may transfer it to a successor to the HeloFlow business, such as a company incorporated by its owners, and we will tell you if we do.
• Force majeure. Neither of us is liable for delays caused by events beyond reasonable control, such as outages of Meta or internet infrastructure, natural disasters or government action.
• Notices. We send notices by email to Workspace owners or in the app. Send legal notices to legal@heloflow.com and by post to our registered address.
• Severability and waiver. If any part of these Terms can't be enforced, the rest still applies. Not enforcing a right is not a waiver of it.
• Relationship. We are independent contractors. Nothing in these Terms creates a partnership, agency or employment relationship.

Contact

Operated by

PureFlow Studios, a sole proprietorship registered in India

Registered address

E-4/77, Hardoi Road, Lucknow 226003, Uttar Pradesh, India

GSTIN

09RFSPS2815K1ZA

Support

support@heloflow.com · +91 63936 40650

Privacy and data requests

privacy@heloflow.com

Legal notices

legal@heloflow.com