OmnioChat Terms of Service

These Terms govern your use of OmnioChat, provided by A & A Labs (Private) Limited, a company incorporated in Pakistan (Corporate Unique Identification No. 0355145). By creating an account, connecting a channel or using the service, you agree to them. If you are agreeing on behalf of a company, you confirm you have authority to bind it.

1. Definitions

• Service — the OmnioChat application, its APIs and related documentation.
• Customer (“you”) — the business that subscribes to the Service.
• Workspace — your isolated tenant within the Service.
• Authorised User — a person you invite to your Workspace.
• End User — a person who messages you through a connected channel.
• Customer Data — everything you or your Authorised Users submit to the Service, and everything received through your connected channels.
• Platform — WhatsApp, Facebook Messenger, Instagram, and any other third-party channel you connect.

2. Accounts

• You must provide accurate registration information and keep it current.
• You are responsible for all activity in your Workspace, including that of your Authorised Users, and for keeping credentials confidential. Tell us at security@aa-labs.co promptly if you suspect unauthorised access.
• The Service is for business use by people aged 18 or over. It is not for consumers or children.
• You may not resell, white-label or provide the Service to a third party as a service without our prior written agreement.

3. Connected platforms — your obligations

OmnioChat connects to platforms with their own binding rules. When you connect a channel, you take on those rules directly, and they sit alongside these Terms.

• You will comply with the Meta Platform Terms, the WhatsApp Business Messaging Policy, the WhatsApp Business Solution Terms, and Instagram’s and Messenger’s platform policies.
• You will obtain and maintain any consent required before messaging an End User, including opt-in for WhatsApp template messages, and you will honour opt-outs promptly.
• You will only connect accounts, Pages, numbers and Business Manager assets you are authorised to control.
• You are the controller of End User personal data in your Workspace and are responsible for your own privacy notices and lawful basis.
• You will not use the Service to send spam, bulk unsolicited messages, or any content the Platform prohibits. See the Acceptable Use Policy.

A Platform may suspend, rate-limit, restrict or terminate your access to its channel for reasons entirely outside our control — quality ratings, policy strikes and messaging limits are set by the Platform, not by us. We are not liable for the consequences of a Platform’s decision about your account, though we will give you what information we have.

4. Acceptable use

The Acceptable Use Policy is part of these Terms. In short: no illegal content, no harassment, no malware, no scraping or reverse engineering, no circumventing rate limits or plan restrictions, no penetration testing without written permission, and no use that endangers the Service for other customers.

5. Your data

• You own your Customer Data. We claim no ownership of it.
• You grant us a limited, non-exclusive licence to host, process, transmit and display Customer Data solely to provide the Service and to comply with law.
• We process End User personal data as your processor under the Data Processing Addendum, which is incorporated into these Terms.
• We do not sell Customer Data and do not use it to train AI models. See the Privacy Policy.
• You are responsible for the accuracy and legality of the Customer Data you submit, and for having the right to submit it.

6. AI features

AI features generate suggestions and automated replies. They are probabilistic and can be wrong. You remain responsible for everything sent from your Workspace, including messages an automation or chatbot sends on your behalf — review your automations before enabling them.

Where you configure your own AI provider, your data is sent to that provider under your agreement with them, and their terms govern what they do with it. We are not responsible for a third-party AI provider’s availability, output or data practices.

7. Plans, fees and billing

• Paid plans are billed in advance, monthly or annually, and renew automatically until cancelled.
• Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns, and adds any applicable tax at checkout.
• Plan limits (channels, seats, message volume) are enforced by the Service. Exceeding a limit may block the action until you upgrade.
• We may change pricing with at least 30 days’ notice, effective at your next renewal.
• Failed payment may lead to suspension after notice. Cancellation, trials and refunds are governed by the Billing, Cancellation & Refund Policy.
• Platform charges are separate. WhatsApp conversation fees and any other Platform charges are billed to you by the Platform, not by us.

8. Availability and support

We aim for high availability but the Service is provided without an uptime commitment unless a separate written service-level agreement says otherwise. We may perform maintenance, and will give advance notice of planned maintenance where practical. Support is available at support@omniochat.com.

9. Intellectual property

We and our licensors own the Service, including all software, design and documentation. These Terms grant you a limited, revocable, non-transferable right to use the Service during your subscription. You may not copy, modify, decompile or create derivative works from it, or remove any proprietary notice. Feedback you send us may be used without obligation or compensation.

10. Confidentiality

Each party will protect the other’s non-public information with at least reasonable care and use it only to perform under these Terms. This does not apply to information that is public through no fault of the receiving party, independently developed, or required to be disclosed by law — in which case the disclosing party will be notified where legally permitted.

11. Suspension and termination

• You may cancel at any time from your billing settings; cancellation takes effect at the end of the current paid period.
• We may suspend a Workspace immediately where use threatens the security or integrity of the Service, breaches section 3 or 4, is required by a Platform or by law, or where fees remain unpaid after notice. We will restore access once the cause is resolved.
• Either party may terminate for material breach not cured within 30 days of written notice.
• On termination you may export your data for 30 days, after which it is deleted in accordance with the Privacy Policy. Sections 5, 9, 10, 12, 13 and 14 survive.

12. Disclaimers and liability

The Service is provided “as is”. To the maximum extent permitted by law we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement, and we do not warrant that the Service will be uninterrupted or error-free.

Neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, however caused. Our total aggregate liability arising out of or relating to these Terms is limited to the fees you paid us in the 12 months preceding the event giving rise to the claim.

Nothing here excludes liability that cannot be excluded by law — including death or personal injury caused by negligence, and fraud.

13. Indemnity

You will defend and indemnify us against third-party claims arising from your Customer Data, your use of the Service in breach of these Terms or the Acceptable Use Policy, your breach of a Platform’s terms, or your failure to obtain a required consent from an End User.

14. General

• Governing law. These Terms are governed by the laws of Pakistan, and the courts of that jurisdiction have exclusive jurisdiction, without prejudice to mandatory consumer or data protection rules that apply where you live.
• Changes. We may update these Terms. Material changes take effect 30 days after we notify account owners by email or in-app. Continuing to use the Service after that constitutes acceptance.
• Assignment. You may not assign these Terms without our consent. We may assign them to an affiliate or in connection with a merger or sale of assets.
• Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, including a Platform’s outage or policy change.
• Entire agreement. These Terms, the DPA, the Acceptable Use Policy, the Billing Policy and the Privacy Policy are the entire agreement between us. If a provision is unenforceable, the rest remains in force.
• Notices. To us: legal@aa-labs.co. To you: the email address on your account.