Terms of Service

What MeloHello is

MeloHello is a business communication and automation platform. It helps businesses manage customer conversations, automate repetitive communication, organise leads, run follow-ups and configure workflows around how their business works.

Who you are contracting with

You are contracting with [registered entity name to be confirmed], [registered office address to be confirmed].

You must be at least eighteen years old to hold an account, and you must have the authority to bind the business you are signing up on behalf of. If you are signing up for someone else, you confirm you are allowed to.

Subscriptions and pricing

Plans start at ₹599 per month and are billed in Indian Rupees. Prices shown are MeloHello subscription prices and exclude applicable GST.

Plan features are described on our pricing section. We may change plan features or pricing with notice; changes will not apply retroactively to a period you have already paid for.

Subscriptions renew for the next period unless you cancel before the current period ends. We will issue an invoice for each period, and amounts are payable by the due date on it. If an amount stays unpaid we may suspend the service until it is settled, and we will tell you before we do.

Third-party charges

Your subscription covers the MeloHello platform. It does not cover charges from third-party services you connect, which may include WhatsApp/Meta messaging or conversation charges, payment gateway fees, SMS charges, AI provider usage and hosting-related services.

Those providers bill you at their own rates. We will be clear about where such charges arise. We do not describe messaging as free, because it is not.

Configuration and custom development

Configuration work that fits within your plan is included. Substantial new modules or bespoke functionality can be scoped as a separate one-time development project. Where that applies, we will agree the scope and the price in writing before any work starts.

Custom development is not an unlimited entitlement of a subscription.

Your responsibilities

Most of what can go wrong with business messaging goes wrong here, so these obligations are the ones that matter most. They are not optional formalities.

• Provide accurate information when you sign up and keep your account credentials secure.
• Obtain and keep a record of opt-in before messaging anyone on WhatsApp. The WhatsApp Business Messaging Policy requires opt-in that clearly states the person is agreeing to hear from your business, and clearly names your business. It can be general and does not have to mention WhatsApp specifically, but it must be real, and you must be able to show it.
• Honour opt-out requests promptly and stop messaging anyone who asks you to, including by category if that is what they asked for.
• Use the platform lawfully, and only message people who have a legitimate basis to hear from you on top of the opt-in above.
• Comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, the WhatsApp Business Terms of Service, the Meta Terms for WhatsApp Business and any other provider terms that apply to your messaging.
• Only put data into the platform that you are entitled to hold, and give your own customers a privacy notice that covers your use of a platform like ours.
• Do not attempt to disrupt, reverse engineer or gain unauthorised access to the platform.

Prohibited and restricted use

You must not use the platform to send spam, to message people who have not opted in, or to send content that Meta prohibits. Meta enforces this on your WhatsApp Business account directly, and its restrictions escalate from temporary blocks to permanent removal.

Restricted and prohibited categories under Meta’s policies include adult content, alcohol and tobacco, recreational drugs, gambling, unsafe supplements, weapons, and content that misleads or defrauds people. Some categories are permitted only with prior authorisation and only in some countries. If your business operates anywhere near these categories, tell us before you onboard so we can tell you whether it is workable.

WhatsApp does not permit businesses in some countries and regions to use the platform at all. We cannot onboard a business in a place Meta does not serve.

Data protection and privacy

For the customer data you put into the platform, you are the controller and we are your processor. Our Data Processing Agreement sets out what that means in detail, applies automatically when you use the platform, and forms part of these terms. Our Privacy Policy explains what we do with data we hold in our own right, and our Sub-processors page names the companies that process data for us.

By using the platform you instruct us to process your business data in order to provide the service, and you authorise the sub-processors listed on that page.

Confidentiality

Each of us will keep the other’s confidential information confidential and use it only for the purposes of this agreement. Information that is public, that you already knew lawfully, or that you develop independently is not confidential.

We will only share your confidential information with a sub-processor or professional adviser where they need it to do their job for us, and where they are under confidentiality obligations no weaker than these. We will tell you if we are legally compelled to disclose it, unless we are prohibited from doing so.

Availability

We aim to keep the platform available and monitored, but we do not promise uninterrupted service. Planned maintenance and failures of third-party providers can affect availability.

The WhatsApp channel is a specific case. WhatsApp and Meta can restrict, block or remove a WhatsApp Business account for policy reasons, and we have no ability to override that decision. A WhatsApp restriction is not a failure of the MeloHello platform, and it does not entitle you to anything beyond what our Refund Policy provides. We will tell you what we can see about the restriction and help you appeal it where an appeal is available.

Intellectual property

The MeloHello platform, brand and documentation remain ours. Your business data remains yours. Workflows and modules we build specifically for you are licensed to you for use with MeloHello — they are not transferred or resold.

Our liability to you

We do not exclude liability that cannot lawfully be excluded, including for fraud or for death or personal injury caused by our negligence.

Subject to that, we are not liable for lost profits, lost business, lost anticipated savings, or indirect or consequential loss. Because we do not control the providers you message through, we are not liable for what Meta, a payment gateway, an SMS provider or an AI provider does or fails to do.

Our total liability arising out of or in connection with the service is limited to the subscription fees you paid us in the twelve months before the event giving rise to the claim.

Indemnity

You agree to indemnify us against claims, losses and reasonable costs arising from the messages you send or the data you put into the platform — in particular, claims that you messaged someone without the opt-in you were required to obtain, that you sent content Meta prohibits, or that you held data you were not entitled to hold.

We agree to indemnify you against claims that the MeloHello platform itself infringes a third party’s intellectual property rights, provided you tell us promptly and let us handle the defence.

Suspension and termination by us

We may suspend or end your access if these terms are breached, if an account is used for unlawful or abusive messaging, if an invoice goes unpaid, or if we are required to by a provider or a regulator.

Where a WhatsApp Business account is restricted or removed by Meta for policy reasons, we may suspend the WhatsApp channel while that stands — either because we cannot technically continue or because continuing would put our own access at risk. Where we can, we will keep the rest of the platform running.

Except where we are legally prevented from doing so, or where the breach is severe, we will tell you what we are doing and why, and give you a chance to put it right before we suspend anything.

Ending your subscription

You can cancel at any time; cancellation takes effect at the end of the period you have paid for. Cancelling stops the next renewal and does not by itself refund the current period — our Refund Policy explains when a refund applies.

After the subscription ends, you can export your business data for a limited period, after which it is deleted in line with our Privacy Policy and our Data Processing Agreement. Ask us and we will help you get your data out.

Changes to these terms

We may change these terms. For a material change we will give notice before it takes effect — for a paying subscriber, at least thirty days, and for a significant change affecting your rights, we will tell you directly rather than rely on a notice on this page. Changes do not apply retroactively to a period you have already paid for.

If you do not accept a change, you can cancel before it takes effect and we will treat the change as a reason to terminate, with any refund handled under our Refund Policy.

Governing law and disputes

These terms are governed by the laws of India, and both of us submit to the exclusive jurisdiction of the courts at [city of registration to be confirmed].

Before either of us starts proceedings, we will try to resolve the dispute by writing to the other and giving it a reasonable opportunity to respond. That is not a condition of your right to go to court, but it is how we would prefer to handle it.

Contact

Questions about these terms, and notices under them, go to hello@melohello.com. Our grievance officer is [grievance officer name to be confirmed], reachable at the same address.