Terms of Service

Please read this before you create a workspace. By signing up, paying for a plan, or using the Growcord platform or its API in any way, you accept these terms. If you are accepting on behalf of a company or another organisation, you confirm you are authorised to bind it, and "you" in this document means that organisation.

1. Who these terms are between

The service is provided by Idrishi, a sole proprietorship trading as Growcord, with its registered place of business at First Floor, Plot No. 39, Block R-5, Mohan Garden, New Delhi, Delhi 110059, India, GSTIN 07AESPW3016N1ZS. In this document "Growcord", "we", "us" and "our" mean that entity. "You" and "your" mean the person or organisation that holds the account.

These terms are published under the Information Technology Act, 2000 and the rules made under it, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011. They are an electronic record under Section 4 of the Information Technology Act, 2000 and do not require a physical or digital signature.

2. Definitions

Platform

The Growcord web application, dashboard, API, chatbot builder, integrations and any documentation we publish.

WhatsApp Business Platform

The official messaging service operated by Meta, which Growcord connects to on your behalf. Also called the WhatsApp Cloud API.

Your WhatsApp Business Account

The WABA and the phone numbers registered under it. These belong to you, not to us, even where we help you set them up.

End user

A person you message through the platform. Usually your customer. They are not a party to this agreement.

Customer data

Contacts, messages, media, orders and any other content you or your end users put into the platform.

Conversation

Meta's billing unit. A 24 hour window opened by the first message in a category, priced by Meta and passed on to you.

Subscription fee

The recurring plan charge, quoted per month or per year on the pricing page, exclusive of GST.

Message costs

Amounts Meta charges for conversations and messages, billed to you through your wallet or credit balance.

3. Eligibility and your account

You must be at least 18 years old and legally capable of entering a contract under the Indian Contract Act, 1872. The platform is sold to businesses. It is not intended for personal or household use, and it is not directed at children.

You are responsible for everything that happens under your account. That includes keeping your password and API keys secret, controlling who you invite as a team member, and telling us promptly at [email protected] if you believe an account or key has been compromised. API keys carry the same authority as a logged in user. Treat a leaked key as a leaked password and revoke it from the dashboard.

The information you give us at signup, including your business name, GSTIN and billing address, must be accurate and kept up to date. We rely on it for tax invoices, and a wrong GSTIN cannot be corrected on an invoice that has already been filed.

4. What the subscription gives you

A paid plan gives you a right to use the platform for the billing period you have paid for, within the limits published for that plan. Those limits include the number of WhatsApp numbers, team members, contacts, chatbot flows, API keys, conversations and bulk messages, and they are enforced by the software. Current limits for every plan are on the pricing page and in your dashboard.

The licence is non exclusive, non transferable and revocable, and it lasts only while your subscription is current and paid. It does not give you rights in our software, and you may not resell access, share a single workspace between unrelated businesses, or use the platform to build a competing product.

We add features over time and they are usually included in your plan at no extra charge. Features clearly labelled as add ons, beta or optional paid extras are not included by default.

5. WhatsApp, Meta and your business account

This is the clause that most often decides who is responsible when messaging stops working, so it is worth reading closely.

5.1 Our role

Growcord is a technology provider that connects your business to the WhatsApp Business Platform. We are not Meta, we do not deliver messages ourselves, and we do not control the WhatsApp network. When you send through us, the message goes to Meta and Meta decides whether it is delivered.

5.2 Meta's terms apply to you directly

Your use of the WhatsApp Business Platform through Growcord is also governed by Meta's own terms and policies, which you must read and follow. These include the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, and the WhatsApp Business Terms of Service. Where Meta's policies are stricter than these terms, Meta's policies win. If you have not accepted them directly, you accept them here through us, and you remain responsible for complying with them.

5.3 Decisions that are Meta's, not ours

The following are entirely within Meta's control and we cannot guarantee or overturn them:

• Whether a message template is approved, rejected or paused, and how long review takes.
• Your quality rating and the daily messaging limit attached to your number.
• Whether a specific message is delivered, and when.
• Whether your business is verified, and how long verification takes.
• Whether your number or WhatsApp Business Account is restricted, suspended or disabled, and for how long.
• What Meta charges per conversation, and when those rates change.

We will help you diagnose and appeal these where we can, and support for template rejections and quality drops is part of what a plan includes. What we cannot do is promise an outcome that is not ours to give.

5.4 Your account stays yours

Your WhatsApp Business Account, your phone numbers and your approved templates belong to you. If you leave, you can move your WABA to another provider. We will not hold your number hostage, and we will complete a reasonable migration request within seven working days of your account being settled. We do not charge an exit fee.

6. Acceptable use

WhatsApp is a permission based channel. Almost every serious problem on a platform like this starts with a message somebody did not ask for, so these rules are not optional and we enforce them.

6.1 Consent is your responsibility

Before you message anyone, you must hold a clear, recorded opt in from that person to receive WhatsApp messages from your business, obtained on a channel where they gave you the number knowingly. You must be able to produce evidence of that opt in on request. You must honour opt outs promptly and permanently, including STOP style replies and any unsubscribe route you offer.

You may not upload purchased, scraped, rented or otherwise third party lists. Uploading a list you did not collect yourself is the single fastest way to lose a WhatsApp number, and it is a breach of these terms whether or not Meta acts on it.

6.2 What you must not send or do

• Anything unlawful under Indian law, or unlawful where your end user is, including content prohibited by Rule 3(1)(b) of the IT (Intermediary Guidelines) Rules, 2021.
• Content that infringes someone's copyright, trade mark, patent, privacy or publicity rights.
• Anything obscene, paedophilic, defamatory, racially or ethnically objectionable, invasive of privacy, or harmful to a child.
• Deceptive content, impersonation of another business or person, phishing, or messages that misrepresent who is sending them.
• Goods and services Meta's Commerce Policy prohibits, including drugs, tobacco, alcohol where restricted, weapons, ammunition, explosives, live animals, human body parts, adult products and services, gambling where prohibited, unapproved supplements, and real or virtual currency including cryptocurrency trading.
• Multi level marketing, chain messages, get rich quick schemes, loans or investment offers made without the licences those require.
• Malware, or messages designed to interfere with any system, network or the platform itself.
• Reverse engineering, decompiling or attempting to derive our source code, probing our security, circumventing plan limits or rate limits, or running load tests against the API without written permission.
• Using the platform to send on behalf of a business that is not yours, unless you have a written reseller or agency arrangement with us.

6.3 How we enforce this

If we receive a credible complaint, see a sharp drop in quality rating, or find evidence of non consented sending, we may throttle sending, pause campaigns or suspend the account. Where the risk allows it we will warn you first and give you a chance to fix it. Where it does not, for example an active phishing campaign or a legal demand, we will act immediately and tell you why afterwards. Suspension for a breach of this clause does not entitle you to a refund.

7. Your data and your customers' data

Customer data is yours. We do not sell it, we do not use it to advertise to your end users, and we do not use your message content to train AI models.

Under the Digital Personal Data Protection Act, 2023 you are the Data Fiduciary for the personal data of your end users, because you decide why and how it is processed. We act as a Data Processor on your instructions. That split has practical consequences: the notice and consent your end users receive are yours to give, and a request from one of your customers to delete their data is yours to answer. We will help you action it, and we will pass on any such request that reaches us instead of you.

You are responsible for having a lawful basis to process the contacts you upload, for publishing your own privacy notice, and for not sending us sensitive categories of data the platform is not built to hold. Do not put card numbers, passwords, government identity numbers or health records into contact fields, message templates or bot variables.

How we handle personal data, how long we keep it, who we share it with and how you exercise your rights are set out in the Privacy Policy, which forms part of these terms.

8. Fees, message costs, GST and invoicing

8.1 Subscription fees

Plan prices are shown on the pricing page in Indian Rupees and are exclusive of GST. GST is added at the applicable rate and itemised at checkout and on your invoice. Payment is taken in advance for the whole billing period, monthly or yearly as you choose. Yearly plans are charged as a single upfront amount.

8.2 Message costs are separate

Your subscription pays for the software. What Meta charges to deliver conversations is separate, is set by Meta, and changes when Meta changes it. We pass these through and the markup applied on your plan is stated on the pricing page. Where a plan says zero markup, we charge you what Meta charges us for that conversation and nothing on top.

Message costs are drawn from your wallet or credit balance. If the balance runs out, sending stops until it is topped up. Incoming messages and the dashboard keep working. Keeping enough balance for a campaign is your responsibility, and a campaign that halts because a wallet emptied is not an outage.

8.3 Payment and failure to pay

Payments are processed by Razorpay. We do not store your full card number. If a recurring payment fails we will retry it and notify you. If it remains unpaid, the account moves to a read only state where you can log in and export your data but cannot send. Accounts left unpaid for 30 days may be suspended, and after 90 days the data may be deleted in line with the retention rules in the Privacy Policy.

8.4 Tax

A GST invoice is issued for every payment and is available in your dashboard under Billing. If you have given us a valid GSTIN, the invoice is raised to it and input credit is available to you where the law allows. Prices exclude any other taxes, duties or withholding that may apply to you, and any withholding you are required to deduct does not reduce the amount due to us.

9. Renewal, changes of plan and cancellation

Subscriptions renew automatically at the end of each billing period so that your messaging does not stop without warning. You can turn off renewal yourself from the Billing screen at any time, and the service then continues to the end of the period you have already paid for.

Upgrades take effect immediately and are charged pro rata for the remainder of the period. Downgrades take effect at the next renewal, so that a limit does not shrink underneath live campaigns. If a downgrade would put you over a limit, for example more team members than the lower plan allows, you need to come under the limit before the change applies.

Cancellations, the 7 day money back window on a first subscription, and what happens to unused wallet balance are set out in full in the Cancellation and Refund Policy.

10. Service levels and support

Uptime commitments, the maintenance windows they exclude, and the service credits payable when we miss them are in the Service Level Agreement. What each plan includes by way of help, the channels available and our response targets are on the Support page. Both form part of these terms.

11. Third party services

The platform connects to services we do not control. Meta operates the WhatsApp Business Platform. Razorpay processes payments. DigitalOcean Spaces stores media you upload. Shopify, WooCommerce and Zapier connect your store, if you choose to connect one. Where you enable an AI feature, the model provider you select processes the prompts involved.

Your use of those services is governed by their terms as well as ours. We are not responsible for their acts, their outages or their pricing changes, and an outage at one of them is not an outage of ours for the purposes of the SLA. Where a third party service is discontinued or changes in a way we cannot work around, we may remove or change the integration on reasonable notice.

12. AI features

The platform can generate replies, summarise conversations and draft content using large language models. You choose the provider and supply the key, or use a provider we have configured. Model output is generated text. It can be wrong, and it can be confidently wrong.

You are responsible for what your business sends, whether a human typed it or a model produced it. Do not use AI replies unreviewed for regulated advice, medical, legal or financial guidance, pricing commitments, or anything else where a wrong answer causes real harm. Use the review and approval controls in the product where accuracy matters. We are not liable for the content of model output or for decisions taken on the strength of it.

We do not use your message content to train models. Prompts sent to a model provider are subject to that provider's terms and retention practices, which are listed in the Privacy Policy.

13. Intellectual property

The platform, its source code, design, documentation, and the Growcord name and logo are ours and remain ours. Nothing in these terms transfers any of it to you beyond the licence to use the service described above.

Your content stays yours. You grant us a limited licence to host, process, transmit and display it, strictly to the extent needed to run the service for you, to keep backups and to comply with law. That licence ends when the content is deleted.

If you send us feedback or a feature suggestion, we may act on it without owing you anything and without restriction. This is not a claim on anything else you own.

14. Confidentiality

Each of us may learn things about the other that are not public: your customer lists, campaign results and business plans, our non public pricing, security arrangements and roadmap. Neither of us will disclose the other's confidential information except to people who need it and are bound to keep it confidential, or where the law requires disclosure. This obligation continues for three years after the account closes.

15. Suspension and termination

You may close your account at any time from the dashboard, for any reason or none.

We may suspend or terminate your access if:

• You are in material breach of these terms, including the acceptable use clause.
• Fees remain unpaid after we have notified you.
• Meta terminates or restricts your WhatsApp Business Account, or withdraws our ability to serve you.
• A court, regulator or law enforcement agency requires it, or continuing would expose us or our other customers to legal risk.
• Your use is causing harm to the platform or to other customers, for example sustained abuse of the API.

Where circumstances allow, we will give you notice and a reasonable chance to put things right. On termination your right to use the platform ends, and you can export your data for 30 days after that, subject to the retention rules in the Privacy Policy. Clauses that by their nature should survive termination do so, including confidentiality, limitation of liability, indemnity and governing law.

16. Warranties and disclaimers

We warrant that we will provide the service with reasonable skill and care, in line with the Service Level Agreement, and that we have the right to provide it to you.

Beyond that, and to the extent the law permits, the platform is provided as it is. We do not warrant that it will be uninterrupted or error free, that every message will be delivered, that a template will be approved, that a chatbot will interpret every reply correctly, or that AI output will be accurate. Nothing here excludes any liability that cannot lawfully be excluded, including under the Consumer Protection Act, 2019 where it applies to you.

17. Limitation of liability

Neither of us is liable to the other for:

• Loss of profit, revenue, business, goodwill or anticipated savings.
• Loss or corruption of data, beyond our obligation to maintain backups as described.
• Indirect or consequential loss of any kind.

Our total liability to you for all claims arising in any twelve month period, whether in contract, tort or otherwise, is limited to the subscription fees you actually paid us in the three months immediately before the event that gave rise to the claim. Message costs passed through to Meta are excluded from that calculation, because they are not our revenue.

This limit does not apply to fraud, wilful misconduct, or any liability that cannot lawfully be limited.

18. Indemnity

You will indemnify us against claims, penalties and reasonable legal costs arising from your content, your use of the platform in breach of these terms, your breach of Meta's policies, messages sent without valid consent, or your failure to meet your own obligations as a Data Fiduciary. We will tell you promptly about any such claim and will not settle it without talking to you first.

19. Events outside our control

Neither of us is in breach for a delay or failure caused by something genuinely outside our control: an outage at Meta or another upstream provider, a failure of a data centre or a network, a government order or internet shutdown, a natural disaster, a cyber attack we could not reasonably have prevented, war or civil unrest. Time for performance is extended for as long as the event lasts. If it lasts more than 30 days, either of us may end the subscription and you get a pro rata refund of the unused portion.

20. Changes to the service and to these terms

We improve the platform continuously, which sometimes means changing or retiring a feature. Where a change materially reduces what your plan does, we will give you at least 30 days notice by email and in the dashboard, and you may cancel and take a pro rata refund of the unused period if you do not want to continue.

We may update these terms. Minor edits, such as clarifying wording or a change of address, take effect when published. Material changes take effect 30 days after we notify you by email or in the dashboard, and continuing to use the platform after that means you accept them. Every version carries the date it took effect at the top of this page.

21. Governing law and disputes

These terms are governed by the laws of India. Before going to court, both of us agree to try to settle a dispute in good faith by writing to the other, and to allow 30 days for a reply. Most disagreements are billing or configuration problems and are resolved this way.

If that does not resolve it, the dispute goes to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue are New Delhi, India and the language is English. The award is final and binding. Subject to that, the courts at New Delhi, India have exclusive jurisdiction. Nothing here prevents either of us from seeking urgent injunctive relief from a court.

If you are a consumer under the Consumer Protection Act, 2019, this clause does not take away any right you have to approach a consumer forum.

22. Grievance officer

In line with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the following officer handles complaints about content, this agreement or your use of the platform:

Name

Mohd Wasim

Designation

Grievance Officer and Data Protection Contact

Email

[email protected]

Phone

+91 88003 17861

Address

First Floor, Plot No. 39, Block R-5, Mohan Garden, New Delhi, Delhi 110059, India

Response times

Complaints are acknowledged within 24 hours and resolved within 15 days of receipt.

23. General

• Entire agreement. These terms, together with the Privacy Policy, the Cancellation and Refund Policy, the Service Level Agreement and the plan you bought, are the whole agreement between us and replace anything said before.
• Assignment. You may not transfer this agreement without our written consent. We may transfer it as part of a sale or reorganisation of the business, on notice to you.
• Severability. If a clause is held to be unenforceable, the rest stays in force and the clause is read down to what is enforceable.
• No waiver. Not enforcing a term once does not waive the right to enforce it later.
• Notices. We write to the email on your account. You write to [email protected] or to the registered address above. Email counts as writing.
• No partnership. Nothing here creates an employment, agency, partnership or joint venture between us.
• Language. The English version of these terms governs. Any translation is for convenience.