Terms of Service

1. The service & the seller

HelpDeskAI is a multi-tenant platform that connects an organization's WhatsApp Business number to an AI assistant that answers from the organization's private knowledge, sends documents, and routes requests to human staff. Features vary by plan. The service is operated by GETMEPAID DIGITAL SOLUTIONS (the “Seller”, “we”, “us”). By creating an account or continuing to use the service, you enter into a contract with GETMEPAID DIGITAL SOLUTIONS and agree to these terms.

2. Accounts & responsibilities

You are responsible for the accuracy of your account information, the security of your credentials, and the actions of members you invite to your organization. Owners and admins control roles, settings, knowledge and billing for their tenant.

3. WhatsApp & Meta requirements

Use of the service requires a WhatsApp Business account and is subject to Meta's terms and policies, including messaging, template and opt-in rules. You are responsible for having a lawful basis and consent to message your contacts. The official Meta documents below form part of these requirements.

• WhatsApp Business Messaging Policy
• WhatsApp Business Terms of Service
• WhatsApp Business Platform (Cloud API) Terms

4. Credits & billing

The service operates on a credit model: AI replies, document sends, requests and bulk messages consume credits according to the current rate card. Monthly plan credits are allocated automatically; top-ups add additional balance. Unused credits do not roll over unless stated in your plan.

4a. Orders, payments & Paddle (Merchant of Record)

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. Payment, billing, tax, subscription renewal, cancellation and refund mechanics are governed by Paddle's Buyer Terms, which apply to every purchase. Prices may change with at least 30 days' notice.

• Paddle Buyer Terms
• Paddle Refund Policy

5. Acceptable use

You must not use the service to send spam, scams, unlawful, deceptive or harmful content, to harass recipients, or to attempt to access another organization's data. Abuse, opt-out violations or suspicious activity may lead to rate limiting, suspension or termination.

6. AI-generated content

Replies are generated from your organization's knowledge but may be inaccurate or incomplete. You are responsible for the knowledge you provide and for reviewing sensitive communications. Human handoff tools are available and recommended for critical cases.

7. Data & privacy

Your organization's data remains yours. Our handling of data is described in the Privacy Policy. Each tenant is isolated, and the AI only answers from your content.

8. Availability & liability

We aim for high availability but do not guarantee uninterrupted service. To the extent permitted by law, HelpDeskAI is not liable for indirect or consequential damages, and aggregate liability is limited to the amounts paid for the service in the preceding 12 months.

9. Global use & local compliance

The service is available worldwide. You are responsible for using it in compliance with the laws of your country — including data-protection, consumer, telecommunications and messaging-consent rules that apply to your organization and your customers. WhatsApp availability and features may vary by country according to Meta's policies.

10. Plans, renewals and refunds

Plans renew monthly until cancelled, and plan credits are allocated at the start of each billing cycle. Cancellation stops future renewals and you keep access until the end of the paid period. Refunds are handled by Paddle as Merchant of Record under our Refund Policy (/refund) and Paddle's Refund Policy — we offer a 30-day money-back guarantee on subscriptions and credit top-ups; see /refund for how to request a refund.

11. Credit consumption and disputes

Credits are deducted atomically when an action succeeds: AI replies, document indexing and delivery, request handling, human handoff and each bulk-message recipient. Every deduction is recorded with a reference so it can be audited in the billing history. Raise disputes within 30 days of the transaction; balances shown in the dashboard are authoritative.

12. Zero balance and suspension

When an organization runs out of credits, AI replies and outbound automation are paused while the inbox and dashboard stay accessible. We may suspend or rate limit an account for non-payment, abuse, security risk or Meta policy violations, with notice where reasonably possible.

13. Team members, roles and invitations

Owners and admins invite members and assign roles (admin, manager, agent, HR, officer, auditor). Each role grants only the permissions it needs. You are responsible for removing members who leave your organization and for the actions taken under your organization's account.

14. Your content and licence

You retain all rights to your knowledge base, documents, contacts and conversations. You grant us a limited licence to host, process and transmit that content solely to operate the service for you. You confirm you have the rights and consents necessary for the content you upload and the people you message.

15. Confidentiality and security obligations

We protect your data with tenant isolation, role-based access control, audit logging and signature-verified webhooks. You must keep credentials secure, enable multi-factor authentication for privileged accounts, and report suspected compromise promptly.

16. Intellectual property

The platform, its software, design, branding and documentation remain the property of HelpDeskAI. You may not copy, reverse engineer, resell or create derivative platforms from the service, or use it to build a competing product.

17. Third-party services

The service depends on third parties including Meta, hosting providers, AI providers and payment processors. Their outages, policy changes or account decisions can affect your use of the service, and their terms apply to your use of their features.

• Meta Platform Terms
• Meta Privacy Policy

18. Support and service levels

Standard support is provided by email and the in-app support form during business hours. Enterprise plans may include agreed response targets in a separate order form. No specific uptime commitment applies unless stated in such an agreement.

19. Suspension, termination and data export

You may close your organization at any time from Settings. We may terminate for material breach, unlawful use or prolonged non-payment. After termination you may request an export of your data for 30 days, after which data is deleted per the Privacy Policy retention schedule.

20. Warranties and indemnity

The service is provided “as is” without implied warranties of merchantability or fitness for a particular purpose. You agree to indemnify HelpDeskAI against claims arising from your content, your messaging practices, or your breach of these terms or of Meta's policies.

21. Governing law and disputes

These terms are governed by the laws of the United Republic of Tanzania, without regard to conflict-of-law rules. The parties will first attempt to resolve disputes in good faith; unresolved disputes fall under the exclusive jurisdiction of the courts of Dar es Salaam, unless a separate enterprise agreement states otherwise.

22. Force majeure and assignment

Neither party is liable for delays caused by events beyond reasonable control, including network, provider or infrastructure failures. You may not assign these terms without our consent; we may assign them as part of a merger, acquisition or reorganization.

23. Changes & contact

We may update these terms from time to time as the service, laws or Meta's requirements evolve. For material changes we will give at least 30 days' notice by email and/or a prominent notice on this page and in the dashboard, and the updated terms will show a new "Last updated" date. Minor clarifications and formatting fixes may take effect immediately when posted. If you do not agree with an update, you may close your organization before the changes take effect; continued use after the effective date constitutes acceptance. Questions can be raised via the in-app support form or at support@helpdeskai.cloud.