Legal

Terms of Service

Last updated: May 2026 · Version 2.0 · Converra

1. Acceptance of Terms

By accessing or using the Converra platform (the "Service"), you ("Customer" or "User") agree to be bound by these Terms of Service. If you are accepting on behalf of an organisation, you represent that you have authority to bind that organisation.

If you do not agree to these Terms, do not access or use the Service.

2. Service Description

Converra provides a cloud-based CRM and messaging automation platform that integrates with the WhatsApp Business Platform provided by Meta Platforms, Inc. The Service enables businesses to manage customer communications, build automation workflows, and access messaging analytics within a single interface.

Converra operates as a WhatsApp Business Solution Partner. All messaging features are delivered through official Meta-approved API integrations.

3. Eligibility & Account Registration

• You must be at least 18 years of age and have legal capacity to enter contracts

• You must provide accurate, current, and complete information during registration

• You are responsible for maintaining the confidentiality of your account credentials

• You must promptly notify us of any unauthorised use of your account at [email protected]

• One account per business entity unless expressly agreed in writing

4. User Responsibilities & Acceptable Use

4.1 General Obligations

You agree to use the Service lawfully, ethically, and in accordance with these Terms, all applicable laws, and all applicable Meta Platforms policies.

4.2 Messaging Conduct

When sending messages through the Service, you must:

  • • Obtain explicit, documented opt-in consent from each recipient before sending any business-initiated message
  • • Honour opt-out requests immediately and no later than within 24 hours of receipt
  • • Use only Meta-approved message templates for proactive outreach outside the 24-hour session window
  • • Maintain messaging quality within Meta's thresholds (response rate above 20%, spam reports below 0.3%)
  • • Clearly identify your business in all communications so recipients know who is contacting them
  • • Not send unsolicited, misleading, or deceptive messages
  • • Not send messages that violate WhatsApp's Messaging Policy or Commerce Policy

4.3 AI & Automation Use

Converra's automation and AI-assisted features are designed exclusively for structured, business-specific workflows. You agree that you will:

  • • Use AI and automation features solely for defined business tasks (e.g. customer support, order tracking, appointment booking, lead qualification)
  • • Not deploy, integrate, or distribute general-purpose AI chatbots or large language model (LLM) assistants through the Service in a manner that violates Meta's WhatsApp Business Platform policies effective January 15, 2026
  • • Ensure any AI-assisted responses remain within the scope of your defined business workflows
  • • Implement a clear human escalation or fallback path for queries outside your automation's defined scope

Note: Meta's policy prohibits using the WhatsApp Business Platform as a primary distribution channel for general-purpose AI assistants. Converra's features are designed to comply with this policy. Customers who misconfigure the platform to circumvent this policy do so in violation of these Terms.

4.4 Data Handling Obligations

You are the data controller for end-user contact data processed through your Converra account. You agree to:

  • • Maintain a lawful basis for processing personal data of your contacts
  • • Maintain records of consent for all contacts in your messaging lists
  • • Comply with all applicable data protection laws including GDPR, PDPA, CCPA, and equivalents in your jurisdiction
  • • Not upload contact data for which you do not have lawful authority to process

4.5 Prohibited Activities

You must not use the Service to:

  • • Send spam, bulk unsolicited messages, or any message to contacts who have not provided explicit opt-in consent
  • • Distribute malware, phishing content, or fraudulent materials
  • • Harass, threaten, or harm any individual
  • • Violate any applicable law, regulation, or third-party right
  • • Use third-party automation tools, browser extensions, or unofficial APIs that bypass Meta's systems
  • • Circumvent account quality limits, message volume thresholds, or Meta's rate limiting mechanisms
5. WhatsApp Business Platform Compliance

Your use of WhatsApp messaging features through Converra is governed by Meta Platforms' policies. You acknowledge and agree that:

  • • You have read and will comply with the WhatsApp Business Policy, Business Solution Terms, and Commerce Policy
  • • Meta may independently restrict, suspend, or terminate your WhatsApp Business Account for violations of its policies; Converra has no control over such actions
  • • Meta's quality and trust rating system may limit your messaging throughput; maintaining compliance with these Terms and Meta's policies is the best way to preserve your account health
  • • Converra is not affiliated with Meta Platforms, Inc. and cannot guarantee continued platform access or that Meta's policies will remain unchanged
6. Data Ownership & Processing

You retain full ownership of your data and your customers' data. By using the Service, you grant Converra a limited, non-exclusive licence to process your data solely as necessary to provide the Service.

Converra acts as a data processor under your instruction for end-user contact data. A Data Processing Agreement (DPA) is available on request at [email protected].

7. Service Availability

Converra targets 99.5% monthly uptime for core messaging and automation features. Scheduled maintenance will be communicated at least 48 hours in advance where possible. Converra is not liable for downtime caused by Meta's WhatsApp platform, third-party infrastructure, or events outside our reasonable control.

8. Payment & Subscription

Fees for the Service are set out in your subscription plan. All fees are due in advance. We reserve the right to suspend access for overdue payments following 14 days' notice. Fees are non-refundable except as required by law or expressly stated in your plan.

9. Intellectual Property

Converra retains all intellectual property rights in the platform, including its software, design, branding, and documentation. Nothing in these Terms transfers any IP rights to you. You retain all rights in your data and content.

10. Confidentiality

Each party agrees to keep the other's confidential information secure and not to disclose it to third parties without prior written consent, except as required by law. This obligation survives termination of these Terms for 3 years.

11. Suspension & Termination

11.1 By Converra

We may suspend or terminate your account immediately and without notice if:

  • • You violate these Terms, including the Acceptable Use provisions in Section 4
  • • Your messaging generates a high volume of spam reports, opt-outs, or quality flags from Meta
  • • We are required to do so by Meta, applicable law, or a regulatory authority
  • • You engage in any activity that poses a risk to other users, third parties, or the platform

We will endeavour to provide prior notice and a cure period for non-critical violations where practicable.

11.2 By You

You may terminate your subscription at any time by contacting [email protected]. Termination takes effect at the end of your current billing cycle.

11.3 Effect of Termination

Upon termination, access to the Service ceases. We will retain your data for 90 days following termination, after which it will be deleted. You may request an export of your data prior to deletion.

12. Limitation of Liability

To the maximum extent permitted by applicable law, Converra's total liability for any claim arising under these Terms shall not exceed the fees paid by you in the 3 months preceding the claim.

Converra is not liable for:

  • • Losses caused by Meta's WhatsApp platform, including account restrictions or policy changes
  • • Loss of business, revenue, profits, or data arising from platform unavailability
  • • Indirect, incidental, or consequential damages of any kind

Nothing in these Terms limits liability for fraud, death or personal injury caused by negligence, or any other liability that cannot be limited by law.

13. Indemnification

You agree to indemnify and hold Converra harmless from any claim, loss, or expense (including legal fees) arising from: (a) your use of the Service in violation of these Terms; (b) your breach of applicable law or third-party rights; or (c) messaging sent to contacts without lawful consent.

14. Governing Law

These Terms are governed by the laws of the jurisdiction in which Converra is incorporated. Any disputes shall be subject to the exclusive jurisdiction of the courts of that jurisdiction, except where prohibited by applicable mandatory law in your jurisdiction.

15. Changes to Terms

We may update these Terms periodically. We will notify you of material changes via email or in-platform notice at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance. If you do not agree, you may terminate your subscription before the changes take effect.

16. Miscellaneous

• Entire Agreement: These Terms, together with the Privacy Policy and any DPA, constitute the entire agreement between the parties

• Severability: If any provision is found unenforceable, the remaining provisions continue in full force

• Waiver: Failure to enforce any provision does not constitute a waiver of future enforcement rights

• Assignment: You may not assign these Terms without our prior written consent; we may assign to a successor entity

17. Contact

For questions about these Terms or to request a Data Processing Agreement:

[email protected]