Terms of Service

02Who can use Jawab

• Jawab is for business use only — clinics, salons, coaching institutes, property firms, shops and other businesses. It is not a consumer product.
• The person who signs up must be at least 18 and authorised to bind the business to these Terms.
• You must give accurate business details, including your GSTIN if you want GST input credit on our invoices.

03Your account and team

The person who creates the business in Jawab is its Owner. The Owner can invite team members as Managers, Agents or Viewers, and is responsible for who has access and what they do in the account.

• Keep sign-in codes private and remove people who leave your business.
• Tell us straight away at [email protected] if you think your account has been misused.

04What we provide

Jawab is a done-for-you service with two parts:

1. Setup. After you share your business information, our team connects your WhatsApp Business number, writes your replies and flows in your words, and runs a pilot with you. Go-live is usually about two weeks after we have everything we need from you.
2. Monthly plan. Once live, you get the Jawab app (shared inbox, contacts, bookings, broadcasts, reports and the features in your plan), hosting, monitoring, support and the changes your plan includes.

We aim for the service to be available around the clock, but we don't promise it will be uninterrupted. Planned maintenance is announced in advance where possible. WhatsApp delivery depends on Meta; we are not responsible for Meta outages, Meta's decisions about your number or templates, or changes Meta makes to its platform or pricing.

05WhatsApp rules and acceptable use

Your business sends messages from its own WhatsApp number, so you are responsible for following Meta's WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and Indian law. In particular, you must:

• Get opt-in first. Only message people who have given you their number and agreed to hear from you on WhatsApp. Keep a record of how and when they agreed.
• Honour opt-outs. Jawab stops automated messages to anyone who replies STOP; you must not work around that or re-add them without fresh consent.
• Use templates outside the 24-hour window. Messages sent more than 24 hours after a customer's last message must use Meta-approved templates.
• Have a lawful basis for your customers' data, including consent for sensitive data such as health details, and parental consent for children, as the DPDP Act requires.
• Sell only what's allowed. Don't use WhatsApp to sell goods or services the Commerce Policy prohibits (for example drugs, weapons, alcohol, tobacco, gambling, adult content or unapproved medical products).

You must not use Jawab to:

• send spam, bulk messages to bought or scraped lists, or misleading messages;
• harass, threaten, defraud or impersonate anyone;
• send anything unlawful, including content that breaks the IT Act or its rules;
• probe, overload, reverse-engineer or copy the service, or access another business's data.

If Meta restricts or bans your number because of how you used it, that is between you and Meta. We may pause messaging or suspend your account to protect your number, other customers or our own standing with Meta, and will tell you why.

06Your data

You own your data — your customers' chats, contacts, bookings, notes and files, and the content of your flows and templates. For that data, your business is the data fiduciary and we are your data processor under the DPDP Act.

You give Jawab a limited, non-exclusive licence to store, process, transmit and display that data only as needed to provide, secure and support the service for you. We handle it as set out in our Data Processing Addendum and Privacy Policy. We may use aggregated, de-identified statistics (such as average reply times across all customers) that do not identify you or any person.

You can export your contacts, chats and bookings from the app at any time while your account is active or read-only.

07The Meta wallet

Meta charges for certain WhatsApp conversations (for example marketing and utility templates). Jawab lets you prepay these charges into a Meta wallet through Razorpay.

• Meta's charges are Meta's, at Meta's published India rates. We add no markup.
• Each template message sent deducts its Meta charge from the wallet. The app shows your balance and every deduction.
• If your wallet runs out, template messages and broadcasts pause until you top up. Replies inside the 24-hour customer window keep working.
• You can turn on auto-refill to top up when the balance falls below a level you choose.
• Unused wallet balance is refundable when you close your account, as set out in our Refund & Cancellation Policy.

08Fees, GST and invoices

• No free trial: you can book a demo first. Your plan starts once the setup fee and first plan payment are made.
• Setup fee: paid once, with your first plan payment when you sign up online; for a quoted deal, as the quotation says (50% on confirmation, 50% at go-live).
• Plan: charged in advance each month, or each year at the price of 10 months if you choose yearly, through Razorpay — card, UPI Autopay or e-mandate — and renewed automatically. The minimum term is 3 months from the day you choose a plan.
• GST at the applicable rate (currently 18%) is added to setup and plan fees. We issue a GST invoice for every payment; add your GSTIN to claim input credit.
• Prices are in Indian rupees and are shown before you pay. We will give at least 30 days' notice of any price change to your plan, which applies from your next billing period.
• Upgrades take effect after you pay the setup difference; downgrades from the next cycle.

09Late payment and suspension

If a renewal payment fails, we retry on days 1, 3 and 7 and send you a payment link each time.

If it is still unpaid 14 days after the due date, we suspend the account:

• the app becomes read-only for your team;
• the bot stops automating and sends customers a neutral “we'll get back to you” message, handing every chat to your team;
• broadcasts and scheduled messages pause;
• your data is kept, and paying restores everything straight away.

If the account stays suspended for 30 more days, it is cancelled and the data export and deletion timeline below applies.

10Cancellation, termination and your data

• You can cancel any time after the 3-month minimum, from Billing in the app. The plan runs to the end of the period you have paid for. There are no pro-rata refunds.
• We can terminate with 30 days' notice for any reason, or immediately if you seriously breach these Terms (for example spam, fraud or repeated WhatsApp policy violations) and don't fix it within 7 days of our notice, where it can be fixed. If we terminate without cause, we refund fees paid for the unused period.
• After the account ends, you have 30 days of read-only access to export your data. After that we permanently delete it, except records we must keep by law (such as invoices). Backups roll off within a further 35 days.

Sections that by their nature should continue — your data, fees owed, confidentiality, liability, indemnity and governing law — survive the end of these Terms.

11Intellectual property

Jawab's software, design, brand and documentation belong to YS Digital Studio Private Limited. We give you a non-exclusive, non-transferable right to use the service for your business while your account is active. The flows and message copy we write for you are yours to keep and reuse, but the underlying software, templates library and tools remain ours. If you send us feedback, we may use it freely.

12Confidentiality

Each of us will keep the other's non-public business information confidential, use it only for this agreement, and share it only with people who need it and are bound to keep it confidential. This does not cover information that is public, already known, independently developed, or that the law or a court requires to be disclosed.

13Disclaimer

We provide the service with reasonable skill and care. Apart from that, and to the extent the law allows, Jawab is provided “as is” and “as available”. We do not promise any particular number of leads, bookings or sales, that every message will be delivered, or that automated replies will always be right — your team should review important conversations. Nothing in Jawab is medical, legal or financial advice.

14Limitation of liability

To the extent the law allows:

• Neither of us is liable for indirect or consequential losses, such as lost profits, lost revenue, lost goodwill or lost business opportunities.
• Our total liability for all claims under these Terms is capped at the fees you paid us in the 12 months before the event that caused the claim. Meta wallet top-ups and Meta charges do not count as fees paid to us.
• These limits do not apply to your payment obligations, your indemnity below, fraud, or anything that cannot be limited by law.

15Indemnity

You will defend and compensate YS Digital Studio Private Limited against claims, penalties and costs (including reasonable legal fees) brought by third parties or authorities because of the messages you send, the data you collect or upload without a lawful basis, or your breach of these Terms, the WhatsApp policies or the law.

16Governing law and disputes

These Terms are governed by the laws of India. We will first try to settle any dispute by talking — write to [email protected]. If it isn't resolved within 30 days, the courts at Bengaluru, Karnataka have exclusive jurisdiction.

17Changes and general terms

• We may update these Terms. We will email the account Owner at least 15 days before a significant change takes effect. If you don't agree, you can cancel before then; continuing to use Jawab after that means you accept the new Terms.
• Neither of us is responsible for delays caused by events outside reasonable control, such as outages at Meta or AWS, natural disasters or government action.
• You may not transfer this agreement without our written consent. We may transfer it to a company that takes over our business.
• If any part of these Terms is found unenforceable, the rest still applies. These Terms, with the documents they refer to, are the whole agreement between us about Jawab.

18Contact

YS Digital Studio Private Limited, [Registered office address — to be added], Bengaluru, Karnataka [PIN], India. Questions about these Terms: [email protected]. Help with your account: [email protected]. More ways to reach us are on our contact page.