Terms of Service

These Terms of Service ("Terms") form a binding contract between Arqonnect, of Lahore, Pakistan ("Arqonnect", "we", "us") and the individual or entity that creates an account or uses our services ("Customer", "you"). By accessing the Arqonnect dashboard, APIs or webhooks, you agree to these Terms. If you do not agree, do not use the service.

1. The service

Arqonnect is a software-as-a-service (SaaS) platform delivered digitally and accessed through a web browser at https://app.arqonnect.ai. It enables businesses to run AI-powered conversations across WhatsApp, Instagram and Messenger, ground replies in their own knowledge base, launch broadcasts, and hand off to their support team whenever a human touch is needed.

2. Account & eligibility

• You must be at least 18 years old to create an account.
• You must use a valid business email address. Free webmail addresses (Gmail, Yahoo, Hotmail) may be rejected at our discretion.
• You are responsible for everything that happens under your account and must keep your credentials confidential. Notify us immediately at Compliance@arqonnect.ai if you suspect unauthorized access.
• Accounts are typically provisioned by our staff via email invitation; self-service signup is available where enabled.

3. Subscription & billing

• Subscription fees are billed monthly (or annually, where offered) in advance via our PCI-DSS-compliant payment processor (Merchant of Record).
• Prices are listed exclusive of applicable taxes. Tax is computed at checkout based on your billing location.
• Monthly message allowance. Each plan includes a monthly message allowance, published on our pricing page. Every message counts toward it — inbound and outbound, across every connected channel — and the counter resets at the start of each calendar month (UTC).
• What happens at the allowance. When an organization reaches its allowance, automated AI replies pause until the next month begins or the plan is upgraded — nothing else stops. Your inbox, conversation history and data stay fully accessible, and your team can keep replying manually without interruption. We never bill you silently for overages.
• You may cancel your subscription at any time from the dashboard. Cancellation takes effect at the end of the current billing period; we do not pro-rate partial months unless required by law.
• We may change prices on at least 30 days' notice. Continuing to use the service after a price change means you accept the new price.

4. Refund policy (30-day money-back guarantee)

New subscribers may request a full refund within 30 days of their first paid invoice if the service does not meet their expectations. Refunds are processed within 5–10 business days back to the original payment method. Full eligibility, exclusions and the request process are in the Refund Policy.

5. Acceptable use

Your use of Arqonnect is also governed by our Acceptable Use Policy (AUP), which is incorporated into these Terms by reference. In summary, you agree not to:

• Send spam, unsolicited bulk messages, or any messages outside Meta's WhatsApp Business, Instagram Messaging, or Messenger Platform policies.
• Use Arqonnect for prohibited categories listed in the AUP (gambling, adult content, weapons, illegal substances, MLM, etc.).
• Attempt to deceive, mislead or impersonate humans when an end-user directly asks whether they are speaking to a person or AI.
• Reverse-engineer, probe, scrape, or interfere with the security of the service.
• Upload content you do not have the right to use, or content that is unlawful, infringing, or harmful.

We may suspend or terminate accounts that violate the AUP, with or without prior notice depending on severity.

6. AI disclosure

Arqonnect powers messaging with AI-driven automation. End-users may be communicating with an artificial-intelligence system rather than a human representative. This automation is configured to identify itself as AI when directly asked, and you agree not to disable that identification feature. Your human support team stays in the loop and takes over the moment the AI can't resolve a query or an end-user requests escalation. This disclosure is required by EU AI Act Art. 50 and Meta's platform policies.

7. Your content & data

You retain ownership of all content you upload to Arqonnect (knowledge-base documents, FAQs, persona prompts, message templates) and of all messages exchanged through your channel connections ("Customer Data"). You grant us a worldwide, non-exclusive, royalty-free license to host, transmit, process and display Customer Data solely as necessary to provide the service.

How we handle Customer Data as a data processor under GDPR is described in our Privacy Policy and our Data Processing Agreement.

8. Service availability

We target 99.5% monthly uptime for the dashboard and webhook ingestion (Enterprise plans receive a 99.95% SLA with credits). Scheduled maintenance is announced at least 48 hours in advance whenever possible.

9. Suspension & termination

• Either party may terminate at any time. You can self-cancel from the dashboard. We may terminate on 30 days' notice for convenience or immediately for cause (AUP violation, non-payment longer than 14 days, security risk, fraud).
• Upon termination: your access ends, we delete your data within 30 days unless retention is required by law, and any unpaid fees become immediately due.

10. Disclaimers

The service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement. AI-generated responses may be inaccurate; you remain responsible for reviewing replies before they are sent in regulated industries (medical, legal, financial, etc.).

11. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential or punitive damages, or loss of profits, revenue, data or goodwill. Our aggregate liability arising out of or related to these Terms will not exceed the fees you paid us in the twelve (12) months preceding the claim.

12. Indemnification

You will defend and indemnify Arqonnect against any third-party claim arising from your Customer Data, your violation of the AUP, or your violation of applicable law (including data protection and anti-spam laws).

13. Governing law & disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan, without regard to its conflict-of-laws principles. Any dispute will be resolved in the courts of Lahore, Pakistan, except that either party may seek injunctive relief in any court of competent jurisdiction. Where you are an EU/UK consumer, mandatory local consumer-protection rights also apply.

14. Changes to these Terms

We may update these Terms from time to time. Material changes will be announced on this page and notified to account owners by email at least 30 days in advance.

15. Contact

Questions about these Terms: Compliance@arqonnect.ai. Postal mail to Arqonnect, Lahore, Pakistan.