Terms of Service

• By accessing or using the services of Ideien Software and Technology ("Ideien", "we", "our"), including our WhatsApp AI chatbots and custom software services, you agree to be bound by these Terms of Service.
• If you do not agree with any of these terms, do not use our services.
• These terms apply to all users of the service, including business clients who engage our solutions and end users who interact with our chatbots.
• We reserve the right to update these terms at any time. We will notify you of material changes at least 14 days before they take effect.

Ideien provides the following services:

• Implementation and operation of AI-powered chatbots on the WhatsApp Business API platform.
• Customer service automation, appointment scheduling, lead capture, and custom conversational flows.
• Live agent console for real-time conversation handoff to human agents.
• Custom software development tailored to business needs.
• Consultation and configuration of automation solutions for SMBs.

Use of the WhatsApp Business API Platform

• Our chatbot services are built on the WhatsApp Business API, provided by Meta Platforms, Inc.
• Using our chatbots implies acceptance of WhatsApp's and Meta's Terms of Service and Usage Policies.
• Ideien operates as a Meta Business Solution Provider (BSP) and complies with all platform requirements.
• Meta may suspend or restrict API access in cases of policy violations, which may affect service availability.

• You must be at least 18 years old to engage our services as a business client.
• Businesses contracting our services must have a verified WhatsApp Business account or be willing to begin the verification process.
• You are responsible for providing accurate, complete, and up-to-date information during registration.
• Business clients are responsible for complying with applicable laws and regulations in their jurisdiction when deploying chatbots to their own customers.

By using our services, you agree to:

• Use the service only for lawful purposes and in accordance with these Terms of Service.
• Not use the chatbots to send spam, unsolicited messages, misleading, fraudulent, or illegal content.
• Obtain the necessary consents from your own customers before engaging them through the platform.
• Keep your access credentials confidential and notify us immediately of any unauthorized use.
• Not attempt to access, modify, or disrupt systems or data that do not belong to you.
• Comply with Meta's and WhatsApp's Acceptable Use Policies at all times.

It is expressly prohibited to use our services to:

• Send unsolicited bulk marketing messages (spam) or communications that violate WhatsApp's anti-spam policy.
• Distribute illegal, defamatory, discriminatory, harassing, or third-party rights-infringing content.
• Engage in fraudulent activities, scams, phishing, or any form of deception toward end users.
• Sell or distribute illegal substances, weapons, or any product or service prohibited by Meta's policies.
• Circumvent security measures of WhatsApp, Meta, or Ideien's systems.
• Collect user data without appropriate consent or in violation of applicable data protection laws.
• Any activity that could compromise the integrity, availability, or reputation of the WhatsApp Business API platform.

• All intellectual property rights in Ideien's systems, software, generic conversational flows, and materials created by Ideien belong to Ideien Software and Technology.
• Flows and content configured with the client's own information (FAQs, catalogs, pricing) are the property of the business client.
• Nothing in these terms transfers intellectual property rights, except for use licenses expressly agreed in writing.
• The business client grants Ideien a limited license to process their content for the sole purpose of providing the contracted service.

• Pricing and subscription plans are agreed upon in individual service contracts with each business client.
• Payments are processed according to the terms agreed in the contract. Non-payment may result in service suspension.
• Plan changes or cancellations must be notified at least 30 days before the next billing period.
• Ideien is not responsible for additional Meta charges for WhatsApp Business API usage that exceeds the contracted plan limits.
• Refunds are evaluated on a case-by-case basis and only apply for unused periods where the breach is attributable to Ideien.

• We strive to maintain 99% monthly service availability, excluding scheduled maintenance windows notified in advance.
• We do not guarantee uninterrupted availability. Outages caused by force majeure, third-party infrastructure failures (Meta, AWS), or external attacks are excluded from the SLA.
• Scheduled maintenance windows will be notified at least 24 hours in advance.
• For Enterprise clients, specific SLAs are negotiated and documented in the service contract.

• The processing of personal data is governed by our Privacy Policy, available at ideiensoftware.com/privacy.
• By contracting our services, the business client acts as the Data Controller for their end users' data, and Ideien acts as the Data Processor.
• Ideien implements appropriate technical and organizational measures to protect data in accordance with industry standards.
• To request deletion of your data, visit our instructions page at ideiensoftware.com/data-deletion.
• End users may exercise their rights of access, rectification, and deletion of data by contacting [email protected].

• Services are provided "as is" and "as available". Ideien does not warrant that the service will be error-free or meet all client requirements.
• In no event shall Ideien be liable for indirect, incidental, special, consequential, or punitive damages arising from use or inability to use the service.
• Ideien's maximum liability to the client for any claim is limited to the amount paid by the client during the 3 months preceding the event giving rise to the claim.
• Ideien is not responsible for actions, policies, changes, or interruptions by Meta Platforms that affect the availability of the WhatsApp Business API.
• The client is solely responsible for the content configured in the chatbots and for complying with applicable laws in their operations.

• Either party may terminate the service contract with 30 days' written notice, except in cases of material breach.
• Ideien may suspend or terminate the service immediately if the client violates these Terms, Meta's policies, or if use of the service poses a legal or reputational risk.
• Upon termination, the client has 30 days to export their data. After this period, data will be deleted in accordance with our Privacy Policy.
• Clauses on intellectual property, limitation of liability, and governing law survive termination.

• These Terms are governed by the laws of Mexico, without prejudice to any rights the user may have under the laws of their country of residence.
• Any dispute that cannot be resolved amicably will be submitted to the competent courts at Ideien's place of business.
• The parties commit to attempting to resolve any controversy in good faith before initiating formal legal action.

• We reserve the right to modify these Terms at any time.
• Material changes will be notified by email or via a prominent notice on our website at least 14 days in advance.
• Continued use of our services after the effective date of changes constitutes acceptance of the updated terms.
• The "Last Updated" date at the top of this page indicates when the most recent revision was made.

For questions or requests related to these terms:

• Email: [email protected]
• Subject line: "Terms of Service" or "Legal Inquiry"
• We are committed to responding to all inquiries within 30 business days.