Terms of Service

4.1 Accurate information. Provide accurate, complete and current information when you register, and keep it up to date.

4.2 Security. You are responsible for keeping your login credentials confidential and for all activity under your account. Tell us promptly at admin@feedbackflow.co.ke if you suspect unauthorized access. We are not liable for losses caused by unauthorized use of your account before you notify us, unless they result from our breach of these Terms.

4.3 One account per business. Each business may keep one primary account. Additional users or sub-accounts may be available depending on your plan.

4.4 Your WhatsApp Business Account. You are responsible for keeping your WhatsApp Business Account (“WABA”), phone number and Meta business assets in good standing. We are not responsible for actions Meta takes against your WABA, such as restrictions, quality rating changes or suspension.

5.1 Your credentials and access. To operate the Service we need access details for your WhatsApp Business Account, such as your WABA ID, phone number ID and access token. You may provide these directly or through a Meta connection flow such as Embedded Signup. By connecting your account you authorize us to use that access only to provide the Service to you, for example to send and receive messages, manage templates and receive webhook notifications.

5.2 You stay in control. You own your WABA and phone number. You can revoke our access at any time in your Meta Business settings or WhatsApp Manager, or by disconnecting in the Service. Revoking access will stop the Service from working for that account.

5.3 Shared numbers. Where we offer a WhatsApp number operated by FeedbackFlow for use by multiple Clients, messages sent through it will identify your business, and these Terms apply to that use as well. We may change or replace shared numbers where needed to keep the Service running.

6.1 Opt-in. Before sending a business-initiated message, you must have opt-in from the recipient that meets WhatsApp’s requirements and applicable law, and you must keep a record of it. Opt-in can include a guest starting a conversation with your business (for example by scanning a QR code or clicking a link), but it must be clear to the recipient what messages they will receive. Do not message people who have not opted in.

6.2 Opt-out. You must honor opt-out requests promptly.

6.3 Templates. Message templates must be approved by Meta before use. You are responsible for template content, including its accuracy and its correct category. Meta may reject, reclassify or pause templates, and we are not responsible for those decisions.

6.4 Quality. Excessive blocks, reports or opt-outs can lower your quality rating and lead Meta to limit or suspend your number or account.

6.5 Review platforms. If you ask guests for public reviews (for example on Google or TripAdvisor), you must follow the rules of those platforms and of any booking platform you list on. Do not offer incentives for reviews, and do not selectively invite only positive reviews or discourage negative ones where a platform forbids it. You are solely responsible for how you use any review links you configure.

6.6 Suspension. We may suspend or restrict your use of the Service immediately where needed to comply with Meta’s requirements or to protect the Service, including if Meta takes action against your WABA or number or we reasonably believe you have breached WhatsApp’s policies. We will tell you why where we reasonably can.

9.1 Subscription fees. Access to the Service requires a paid subscription, charged in advance monthly or annually as described in your plan. Fees exclude applicable taxes.

9.2 WhatsApp messaging fees. Meta charges for WhatsApp messages. Meta’s pricing is currently per message and varies by message category and recipient country, and Meta may change it. Unless your plan states otherwise in writing, Meta bills these fees to the payment method on your own WhatsApp Business Account, and we do not add a markup. If your plan includes messages sent through a number operated by FeedbackFlow, your plan will describe the included messaging allowance and any extra charges, and we may adjust them if Meta changes its pricing.

9.3 Payment authorization. By giving us payment details you authorize us to charge the fees due on a recurring basis.

9.4 Failed payments. If a payment fails we will notify you and retry. If an amount remains unpaid for more than 7 days, we may suspend your access until it is paid.

9.5 Refunds. Fees are non-refundable unless the law requires otherwise or your plan says so. We do not give pro-rated refunds for unused parts of a billing period.

9.6 Price changes. We may change our prices with at least 30 days’ notice. You can cancel before a change takes effect; continuing to use the Service afterwards means you accept the new prices.

10.1 Our property. The Service, including its software, designs, logos and trademarks, is owned by or licensed to FeedbackFlow. You receive a limited, non-exclusive, non-transferable right to use the Service while you comply with these Terms.

10.2 Your content. You keep ownership of the content and data you upload or send through the Service. You grant us a limited, royalty-free license to process it solely to provide the Service to you.

10.3 Suggestions. If you give us suggestions or ideas, you grant us a perpetual, royalty-free license to use them without compensation.

10.4 No copying. You may not copy, reproduce, distribute or create derivative works of any part of the Service without our written consent.

11.1 Roles. For the personal data of your guests and customers that you process through the Service (such as names, phone numbers, messages, ratings and feedback), you are the data controller and FeedbackFlow is the data processor acting on your documented instructions, which are these Terms and your use of the Service’s features. For your account, billing and usage data, and for access credentials we receive from Meta to operate the Service, we act as controller as described in our Privacy Policy.

11.2 Your responsibilities. As controller you are responsible for having a lawful basis and any required consent for the data you process, for giving your guests and customers the required notices, and for responding to their data subject requests.

11.3 Our commitments. We will:

• process your guests’ and customers’ personal data only to provide the Service and as you instruct;
• keep that data confidential and limit access to people who need it;
• apply security measures appropriate to the risk, including access controls and protection of access credentials;
• help you respond to data subject requests where we reasonably can; and
• tell you without undue delay after we become aware of a personal data breach affecting your data, so that you can meet any legal notification deadlines.

11.4 Sub-processors. You authorize us to use sub-processors to provide the Service. Our current sub-processors are Render (hosting and database) and Meta Platforms (the WhatsApp Business Platform, which handles messages under Meta’s own terms). We will update our Privacy Policy if we add or change a sub-processor and, where practical, tell you in advance.

11.5 Use of data from Meta. We use data we receive from Meta, such as access tokens and message data, only to provide the Service to you. We do not sell personal data.

11.6 Legal requests. We may disclose data where the law or a valid legal process requires it. Where lawful and practical, we will tell you first.

11.7 Export and deletion. On request, we will export your account data in a machine-readable format within 30 days. After your account ends we will delete your data within 30 days, except where the law requires us to keep it. Backup copies are overwritten in the ordinary course.

11.8 Limits of security. No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

16.1 By you. You may cancel at any time in your account settings or by contacting us. Cancellation takes effect at the end of your current billing period.

16.2 By us. We may suspend or terminate your account immediately if you breach these Terms or WhatsApp’s policies, fail to pay fees (as described in Section 9.4), engage in fraudulent activity, or if the law or Meta requires us to. We may also end the Service to you for any other reason on 30 days’ notice.

16.3 Effect of termination. When your account ends: your right to use the Service stops; your WABA connection is deactivated and we delete the access credentials we hold for it; fees accrued before termination remain payable; and your data is handled as described in Section 11.7.

16.4 Survival. Sections 10, 13, 14, 15 and 17, and any rights or obligations that arose before termination, continue after termination.

17.1 Informal resolution. Before starting formal proceedings, contact us and try to resolve the dispute informally for at least 30 days.

17.2 Jurisdiction. Any dispute not resolved informally is subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

18.1 Changes to these Terms. We may update these Terms. For material changes we will update the “Last updated” date, email you at least 14 days before the changes take effect, and show a notice in the app. If you do not agree to the updated Terms, you may cancel before they take effect; continuing to use the Service afterwards means you accept them. The latest version is always at feedbackflow.co.ke/terms.

18.2 Assignment. You may not assign these Terms without our written consent. We may assign them as part of a merger, sale or reorganization.

18.3 Severability and waiver. If a provision is found unenforceable, the rest of these Terms continue to apply. A failure to enforce a provision is not a waiver of it.

18.4 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, including outages of Meta’s platform or of internet and hosting infrastructure.

18.5 Entire agreement. These Terms, our Privacy Policy and any plan details you agree with us are the entire agreement between you and FeedbackFlow about the Service.

18.6 Notices. We may send notices to the email address on your account. You may send notices to us at the contact details below.