Terms & Conditions

Please read these terms carefully before using the SymplChat platform.

1. Acceptance of Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Merchant", "you", or "your") and SymplChat Technologies ("SymplChat", "we", "us", or "our"), governing your access to and use of the SymplChat platform, website at symplchat.com, Shopify app, and related services (collectively, the "Service").

By creating an account, installing the Shopify app, or otherwise using the Service, you confirm that you are at least 18 years old, have the authority to bind your business, and agree to these Terms.

2. Description of Service

SymplChat is a WhatsApp CRM platform designed for Shopify merchants. The Service includes:

• WhatsApp Business API messaging (order notifications, customer alerts, and campaigns).
• Shared team inbox for managing customer conversations.
• Bulk WhatsApp campaign tools.
• AI-powered automation and customer support agents.
• Analytics and reporting dashboard.
• Integrations with Shopify, courier partners, and payment gateways.

We reserve the right to modify, suspend, or discontinue any part of the Service at any time with reasonable notice.

3. Account Registration

To use SymplChat you must:

• Provide accurate, complete, and current account information.
• Maintain the security of your password and account credentials.
• Notify us immediately of any unauthorized access at [email protected].
• Accept responsibility for all activity that occurs under your account.

You may not share your account with third parties or create accounts on behalf of others without authorization.

4. Shopify & WhatsApp Usage

Your use of SymplChat is also subject to the policies of our platform partners:

• Shopify Partner Program: You must comply with Shopify's Partner Program Agreement and Acceptable Use Policy.
• Meta WhatsApp Business API: You must comply with Meta's Business API Terms, Commerce Policy, and Messaging Guidelines.
• Opt-in Consent: You are solely responsible for obtaining valid, documented opt-in consent from every customer before sending them WhatsApp messages through SymplChat.
• Message Quality: Sending spam, unsolicited messages, or violating WhatsApp policies may result in your WhatsApp number being restricted by Meta. SymplChat bears no liability for such restrictions.

5. Acceptable Use

You agree not to use the Service to:

• Send spam, unsolicited, or deceptive messages.
• Harass, threaten, or harm any individual.
• Transmit illegal content or promote unlawful activities.
• Infringe any intellectual property rights.
• Attempt to reverse engineer, decompile, or hack the platform.
• Resell, sublicense, or white-label the Service without our written consent.
• Use the Service for any purpose that violates Meta's or Shopify's policies.
• Collect or harvest data from the platform in an unauthorized manner.

Violation of this section may result in immediate account termination without refund.

6. Subscription & Billing

• Plans: SymplChat offers subscription plans as described on our pricing page. Prices are in PKR unless stated otherwise.
• Billing Cycle: Subscriptions are billed monthly or annually in advance.
• WhatsApp Conversation Fees: Meta charges per-conversation fees for WhatsApp Business API usage. These fees are passed through to you and are in addition to SymplChat's subscription fee.
• Upgrades/Downgrades: Plan changes take effect at the next billing cycle.
• Refunds: We do not offer refunds for partial subscription periods. Exceptions may be made at our discretion for technical failures on our part.
• Late Payments: Accounts with overdue balances may be suspended until payment is received.

7. Intellectual Property

All intellectual property in the SymplChat platform — including software, design, trademarks, logos, and content — is owned by SymplChat Technologies or its licensors.

We grant you a limited, non-exclusive, non-transferable license to use the Service during your subscription period for your internal business purposes.

You retain ownership of your store data and customer data. By using SymplChat, you grant us a limited license to process that data solely to deliver the Service.

8. Data & Privacy

Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

As a merchant, you act as a data controller for your customers' personal data. SymplChat acts as a data processor on your behalf. You are responsible for ensuring your use of customer data complies with applicable laws.

9. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

We do not warrant that:

• The Service will be uninterrupted, error-free, or completely secure.
• WhatsApp message delivery rates will meet any specific threshold.
• The Service will meet your specific business requirements.

Delivery of WhatsApp messages is subject to Meta's infrastructure and policies, which are outside our control.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SymplChat'S TOTAL LIABILITY TO YOU FOR ANY CLAIMS ARISING FROM OR RELATED TO THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID TO SymplChat IN THE THREE (3) MONTHS PRECEDING THE CLAIM.

IN NO EVENT WILL SymplChat BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, OR LOSS OF DATA, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

11. Indemnification

You agree to indemnify, defend, and hold harmless SymplChat Technologies and its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your use of the Service in violation of these Terms.
• Your violation of any third-party rights, including WhatsApp Business API policies.
• Your failure to obtain proper customer consent for WhatsApp messaging.
• Any content or data you submit through the Service.

12. Termination

By you: You may cancel your subscription at any time through your account settings or by contacting support. Cancellation takes effect at the end of the current billing period.

By us: We may suspend or terminate your account immediately if you:

• Violate these Terms or our Acceptable Use Policy.
• Fail to pay subscription fees.
• Engage in fraudulent or illegal activity.
• Cause harm to other users or the platform.

Upon termination, your access to the Service will cease. You may request an export of your data within 30 days of termination.

13. Governing Law

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Lahore, Punjab, Pakistan.

For merchants outside Pakistan, we will attempt to resolve disputes through good-faith negotiation before initiating formal proceedings.

14. Changes to Terms

We may update these Terms at any time. We will provide notice of material changes by:

• Updating the "Last updated" date on this page.
• Sending an email notification to your registered address.
• Displaying an in-app notification.

Continued use of the Service after the effective date constitutes your acceptance of the revised Terms.

15. Contact

If you have any questions about these Terms, please contact:

• Email: [email protected]
• WhatsApp: +92 330 601 3822
• Address: SymplChat Technologies, Lahore, Pakistan