Terms of Service

These Terms govern your use of Tous Connect (the “Service”), operated by Grid IT Solutions (“we”, “us”). By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

1. The Service

Tous Connect is a software-as-a-service platform that lets businesses manage customer conversations on the WhatsApp Business Platform. It provides a shared inbox, contact management, message templates, broadcasts, automation, and related tools. We are a software provider only — we are not a telecommunications carrier, and message delivery depends on Meta Platforms and the recipient’s network.

2. Eligibility and account registration

• You must be at least 18 years old and legally able to enter contracts.
• You must register on behalf of a genuine business and provide accurate information.
• You are responsible for keeping your login credentials secure and for all activity under your account.
• You must connect a WhatsApp Business number you are authorised to use.

3. Acceptable use

You agree not to use the Service to:

• Send unsolicited bulk messages (spam) or message people who have not opted in.
• Send unlawful, fraudulent, deceptive, harassing, hateful, or obscene content.
• Impersonate any person or business, or misrepresent your affiliation.
• Infringe intellectual property or privacy rights.
• Distribute malware, or attempt to breach, overload, or reverse-engineer the Service.
• Resell or sublicense the Service without our written permission.

You must honour opt-out requests. Recipients who reply STOP are automatically opted out, and you must not message them again unless they opt back in.

4. Compliance with Meta and WhatsApp policies

Your use of the Service is additionally governed by Meta’s policies, including the WhatsApp Business Messaging Policy and the Meta Commerce Policy. You are solely responsible for complying with them. Meta may restrict, suspend, or ban your WhatsApp Business number or message templates at its discretion. We do not control those decisions and are not liable for them. Quality ratings, messaging limits, and template approvals are determined by Meta, not by us.

5. Fees, subscriptions, and credits

• Paid plans are billed in advance on a recurring monthly basis until cancelled.
• Prepaid credits are consumed only by card scans beyond your plan's free monthly limit. WhatsApp message charges are billed directly to you by Meta and are not paid from this balance. Pricing is shown in-app before purchase.
• Credits and subscription fees are non-refundable, except where refunds are required by law.
• Unused credits remain available while your account is active but carry no cash value and are not redeemable for money.
• We may change pricing with at least 30 days’ notice. Changes do not affect the current billing period.
• Payments are processed by Razorpay. We do not store your full card details.
• Applicable taxes (including GST) are your responsibility unless stated otherwise.

6. Your data

You retain all ownership of the data you put into the Service — your contacts, conversations, message content, and business information (“Customer Data”). We process Customer Data solely to provide and improve the Service, and in line with our Privacy Policy. We do not sell Customer Data. You may export your data at any time, and you may request deletion by emailing connect@thetous.com.

You are the data controller for your customers’ personal information; we act as a processor on your instructions. You are responsible for having a lawful basis to message your contacts and for providing them any notices required by law.

7. Service availability

We aim to keep the Service available and reliable, but it is provided on a best-effort basis with no uptime guarantee or service level agreement on the Free and Starter plans. We may perform maintenance, change features, or suspend the Service temporarily. The Service depends on third parties (Meta, Supabase, Vercel, Razorpay) and may be interrupted by their outages.

8. Suspension and termination

• You may cancel at any time from the billing page. Cancellation takes effect at the end of the current billing period; fees already paid are not refunded.
• We may suspend or terminate your account for breach of these Terms, non-payment, or misuse that puts our platform or Meta relationship at risk. Where practical, we will give notice and an opportunity to fix the issue.
• After termination we retain your data for 30 days so you can export it, after which it is permanently deleted.

9. Disclaimers

The Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that any message will be delivered.

10. Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, goodwill, or business opportunity, even if advised of the possibility. Our total aggregate liability arising out of or relating to the Service is limited to the amount you paid us in the three (3) months immediately preceding the event giving rise to the claim.

11. Indemnity

You agree to indemnify and hold us harmless from claims, damages, and costs (including reasonable legal fees) arising from your Customer Data, your messages, or your breach of these Terms or of Meta’s policies.

12. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified in-app or by email at least 14 days before taking effect. Continuing to use the Service after that means you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of India. The courts at our registered place of business in India have exclusive jurisdiction over any dispute, subject to any non-waivable rights you have under consumer protection law.

14. Contact

Grid IT Solutions — connect@thetous.com