Terms of service

1. The agreement

These terms are a contract between Code Trays Information Technology Pvt Ltd (“waca.ai”, “we”) and the business that creates a waca.ai workspace (“you”). The person accepting them confirms they are at least 18 and allowed to bind the business. Our privacy policy, acceptable use policy, refund policy and data processing agreement are part of these terms.

waca.ai is for business use. It is not a consumer service and not for personal or household messaging.

2. Accounts and approval

• Give true business details. We may review new accounts (including KYC and GSTIN checks) before live messages and calls are switched on, and ask for more information.
• You are responsible for everyone you invite and for keeping logins safe. Turn on two-step verification for owners and admins.
• Agencies that manage client workspaces must have each client’s authority and pass these terms on to them.

3. The service

waca.ai provides a shared inbox, campaigns, AI agents that chat and talk on calls, journeys, customer records, reports and integrations. Messages and calls travel through third parties — Meta’s WhatsApp Business Platform, telecom operators, Exotel, SMS gateways — whose own terms and rules apply to you. We can’t control their availability, prices or approval decisions (for example template approval or number quality ratings).

We improve waca.ai continuously and may change or retire features. We will give reasonable notice before removing something you actively use.

4. Your responsibilities

• Get and keep valid consent from every person you message or call, honour opt-outs at once, and keep the consent records waca.ai stores for you.
• Follow TRAI’s rules (TCCCPR 2018) including DLT registration of headers and templates, the National Customer Preference Register (DND) and permitted calling hours, plus WhatsApp’s Business and Commerce policies.
• Tell callers when they are speaking with an AI agent and when calls are recorded — waca.ai plays a disclosure you can edit, and you must not switch it off where it is required.
• Own the content you send and the knowledge you give your agents, and make sure it is accurate and lawful.
• Follow the acceptable use policy.

5. AI agents and their answers

AI agents work from your instructions, your knowledge base and the conversation. They can be wrong. You decide which journeys and agents go live, test them in the Test lab, and set when a conversation is handed to a person.

Don’t let an AI agent give medical, legal or financial advice, or make binding promises (prices, refunds, appointments) you haven’t configured it to make. You are responsible for what your agents say to your customers.

6. Prepaid wallet, prices and GST

• Usage (call minutes, WhatsApp template messages, SMS, AI replies, web research) is paid from a prepaid wallet in Indian rupees. Prices are on the Billing page and include GST where shown.
• Each recharge is paid online through Codetrays Payments and gets a GST tax invoice. Plans renew every 30 days from the wallet unless you switch them off.
• When the wallet is empty, new calls and campaigns pause and restart after you recharge.
• We may change prices with at least 7 days’ notice in the app; WhatsApp and telecom charges can change when Meta or operators change theirs.
• Unused balance can be refunded as described in the refund policy; each refund gets a GST credit note.

7. Your data

Your customer data belongs to you. You are the data fiduciary for it and we process it only to provide waca.ai, under the data processing agreement. You can export it and erase it from the app at any time.

You allow us to use aggregated, de-identified statistics to run and improve the service. We don’t use your customers’ conversations to train AI models.

8. Intellectual property and confidentiality

waca.ai, its software, design and documentation belong to Code Trays. You get a non-exclusive, non-transferable right to use them while your account is active. Don’t copy, resell or reverse engineer the service, or use it to build a competing one. Each of us keeps the other’s non-public information confidential and uses it only for this agreement.

9. Suspension and termination

• You can stop using waca.ai and close your workspace at any time.
• We may suspend live messaging or calling at once if there is spam, missing consent, a security risk, unpaid amounts, a legal order, or a request from Meta or a telecom operator — and we will tell you why.
• We may end the agreement for a serious or repeated breach that you don’t fix within 7 days of our notice.
• After closure you have 30 days to export your data; then it is deleted as described in the privacy policy (records the law requires are kept).

10. Warranties and liability

We run waca.ai with reasonable skill and care, but it is provided “as is”: we don’t promise it will be uninterrupted or error-free, or that any message will be delivered or any call answered.

To the extent the law allows, neither of us is liable for indirect or consequential loss, or for lost profits, revenue or data, and our total liability in any 12 months is limited to the amount you paid waca.ai in those 12 months. Nothing limits liability that cannot be limited by law.

You will compensate us for claims and penalties caused by messages or calls you send without consent, content you provide, or your breach of the acceptable use policy.

11. Governing law and disputes

These terms are governed by the laws of India. We will first try to settle a dispute by talking; if that fails within 30 days, the courts at Gurugram, Haryana have exclusive jurisdiction.

12. Changes

We may update these terms. We will post the new version here and tell account owners at least 14 days before material changes take effect. Using waca.ai after that means you accept them.