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Terms of Service

Last updated 21 September 2026

These Terms of Service (“Terms”) govern your use of Squidfy (the “Service”), a WhatsApp CRM with an AI assistant, operated by Squidfy(“we”, “us”). By creating a workspace or using the Service you agree to these Terms. If you use the Service on behalf of a business, you confirm that you have authority to bind that business.

1. The Service

Squidfy lets a business connect its own WhatsApp Business number, manage customer conversations in a shared inbox, keep a knowledge base, run campaigns, and have an AI assistant draft and send replies based on the business’s own knowledge base. We may improve, change or remove features over time.

2. Your account

  • You sign in with a one-time link sent to your email. You are responsible for keeping access to that mailbox secure and for all activity in your workspace.
  • You must provide accurate information and be legally able to enter into a contract.
  • Workspace owners control who is invited as a team member and are responsible for their team’s use of the Service.

3. WhatsApp and third-party services

The Service works through the Meta WhatsApp Business Platform. You must follow the WhatsApp Business Terms and Business Policy, including rules on opt-in, message templates and messaging limits. Meta may charge for conversations and may restrict or suspend a number; we are not responsible for those decisions or charges. The Service also relies on providers such as OpenAI (AI replies) and Stripe (payments), whose availability and terms are outside our control.

3A. Meta billing and WhatsApp Business Terms

You connect your own WhatsApp Business Account to Squidfy. By doing so you accept the WhatsApp Business Terms of Service, the WhatsApp Business Solution Terms and the WhatsApp Business Messaging Policy, and you agree that they apply between you and Meta. WhatsApp message charges are billed by Meta directly to the payment method you add in WhatsApp Manager; Squidfy does not bill for, mark up or resell WhatsApp messages. You may disconnect at any time from Settings or from the WhatsApp Business app.

4. Acceptable use

You agree not to use the Service to:

  • send spam, or message people who have not given the consent the law and WhatsApp require (you must have each recipient’s opt-in before sending marketing messages, and must honour opt-outs);
  • use the Service for goods, services or industries WhatsApp prohibits, such as illegal products, firearms, drugs, gambling (except where permitted), adult services or multi-level marketing;
  • use the Service to offer a general-purpose AI assistant or chatbot. Squidfy is customer-communication software for your own business; the AI replies only about your business, from your knowledge base;
  • send unlawful, deceptive, harassing, hateful or sexually explicit content, or content that infringes others’ rights;
  • upload malware, or probe, disrupt or attempt to gain unauthorised access to the Service or other customers’ data;
  • resell or white-label the Service without our written agreement; or
  • use the Service for anything that breaks applicable law.

We may suspend or terminate access if we reasonably believe these rules are being broken.

5. AI-generated replies

The AI assistant answers from the knowledge base you provide and hands the chat to a human when it is unsure. AI output can still be incomplete or wrong. You are responsible for the accuracy of your knowledge base, for reviewing how the assistant behaves for your business, and for any commitments made to your customers through it. Do not rely on the assistant for medical, legal or financial advice. We do not use your conversations or knowledge base to train or improve AI models, and we do not allow our AI provider to do so. You must give customers a clear way to reach a human, and the Service provides handoff and alerts for this.

6. Your content and data

You keep ownership of everything you and your customers submit to the Service (“Customer Data”), including conversations, leads and knowledge-base content. You give us a limited licence to host, process and transmit it only to provide and secure the Service. You are the controller of your customers’ personal data and are responsible for having a lawful basis and any required consent to process it through Squidfy. How we handle personal data is described in our Privacy Policy.

Our handling of your customers’ data is further described in our Data Processing Addendum.

7. Plans, billing and cancellation

  • The Free plan has monthly usage limits and no charge. Paid plans are billed monthly in advance through Stripe at the prices shown on our pricing page.
  • Subscriptions renew automatically until cancelled. You can cancel or change plan at any time from Settings; cancellation takes effect at the end of the current billing period.
  • Fees are non-refundable except where the law requires otherwise. WhatsApp conversation charges billed by Meta are separate from your plan.
  • We may change prices with reasonable notice; changes apply from your next billing period.

8. Availability

We work to keep the Service available but do not guarantee uninterrupted or error-free operation. We may carry out maintenance, and outages at our providers (including Meta, OpenAI and our hosting) may affect the Service.

9. Intellectual property

The Service, including its software, design and branding, belongs to us and our licensors. Except for the rights expressly granted here, no rights are transferred to you.

10. Disclaimer and limitation of liability

The Service is provided “as is” and “as available”, without warranties of any kind to the extent the law allows. To the fullest extent permitted by law, we are not liable for indirect, incidental or consequential loss, lost profits, lost data or lost business, and our total liability for any claim is limited to the amount you paid us in the 12 months before the claim arose. Nothing in these Terms limits liability that cannot be limited by law.

11. Termination

You may stop using the Service and delete your workspace at any time. We may suspend or end your access for breach of these Terms or to comply with the law. After termination we delete Customer Data as described in the Privacy Policy.

12. Changes to these Terms

We may update these Terms. If a change is material we will notify you by email or in the app before it takes effect. Continuing to use the Service after that means you accept the updated Terms.

13. Contact

Questions about these Terms? Write to info@squidfy.com or use our contact page.