Terms of service

The agreement between Voscart Labs and the businesses that use Soosh, including fees, renewal, cancellation and refunds.

Effective . Last updated .

1. The agreement

These terms are an agreement between Voscart Labs, 615, STC, Near Vakil Bridge, Ambli, Ahmedabad 380058, India ("Voscart Labs", "we", "us"), and the business that uses Soosh ("you"). The person who accepts them for the business confirms they're allowed to. If you've signed an order form or a separate agreement with us, that document wins where it differs from these terms.

Our privacy policy explains how we handle personal data and is part of these terms.

2. The service

Soosh is a platform for running WhatsApp for a business: a shared inbox, campaigns, chatbots and automations, WhatsApp calling, AI features and an API. It runs on the WhatsApp Business Platform provided by Meta. We keep improving Soosh, so features may change; we won't take away a main feature you pay for during your current billing period without telling you first.

3. Accounts and workspaces

  • We set up your workspace. Your admins then invite your team and decide what each person can do.
  • You're responsible for everything done in your workspace, for keeping sign-ins secure, and for removing people who should no longer have access. Tell us at once at support@soosh.io if you think an account has been misused.
  • Give us accurate business and billing details, and keep them up to date.
  • Soosh is for businesses, not personal or consumer use. Everyone who uses it must be at least 18.

4. WhatsApp and Meta

To use Soosh you connect your own WhatsApp Business Account, and you must follow Meta's rules, including the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy. In particular, you must have a customer's opt-in before you send them business-initiated messages, and you must stop when they ask you to.

Meta controls WhatsApp. It sets message prices, messaging limits and quality ratings, approves templates, and can restrict or ban a number or account. We can't overrule Meta's decisions and aren't responsible for them, for WhatsApp outages, or for changes Meta makes to its platform.

5. Acceptable use

You must not use Soosh to:

  • break any law, including laws on privacy, consumer protection, telemarketing and spam
  • send messages to people who haven't agreed to receive them, or keep messaging people who have opted out
  • send content that is fraudulent, deceptive, abusive, harassing, defamatory, hateful or sexually explicit, or that infringes anyone's rights
  • sell or promote goods or services that Meta's Commerce Policy prohibits
  • collect sensitive data, such as full card numbers, passwords or health records, in chats unless the law allows it and you protect it properly
  • try to get around Soosh's or Meta's limits, get into other workspaces or our systems, or disrupt the service
  • copy, resell or reverse-engineer Soosh, or use it to build a competing product

If your use puts Soosh, Meta's trust in us or other customers at risk, we may suspend the parts of your workspace involved, as described in section 11.

6. Your data

You own the data you and your customers put into Soosh. You let us use it only to provide, secure and support the service, and as our privacy policy describes. For your customers' personal data we act as your processor: we follow your instructions, keep it confidential and protected, and help you answer your customers' requests. You're responsible for having a lawful reason, such as consent, to collect and use it. A data processing agreement is available on request.

While your workspace is open you can export your contacts from Soosh, and ask us for a copy of your other data. When you leave Soosh, ask us to delete it and we will within 30 days, apart from what the law requires us to keep.

7. AI features

AI features are optional, and your admins choose which to turn on. AI can be wrong: check what it writes, especially anything about prices, policies, health, money or the law, and don't rely on it alone for important decisions. You're responsible for the replies your AI assistant sends on your behalf, as for any message from your workspace.

8. Fees and payment

  • Your plan: the price, billing period (monthly or yearly) and what's included are as agreed with us when your workspace is set up, or as shown in Soosh. Plans are paid in advance at the start of each period.
  • WhatsApp messages: Meta charges for WhatsApp messages and bills your WhatsApp Business Account directly. These charges aren't part of your Soosh plan.
  • AI usage: paid from a prepaid Soosh wallet you top up. Each AI action costs credit at the rates shown in Soosh. Credit doesn't expire while your workspace is open.
  • Taxes: prices don't include GST or other taxes, which we add where they apply.
  • Changing plans: an upgrade starts straight away and you pay the difference for the rest of the current period. A downgrade starts at the next renewal.
  • Price changes: we'll tell you at least 30 days before a new price applies to you, and it takes effect from your next renewal.

9. Renewal, cancellation and failed payments

  • Plans renew automatically for another period of the same length until you cancel.
  • Your admins can cancel in Soosh, or by writing to support@soosh.io, at any time. Cancelling stops the next renewal; your plan keeps working until the end of the period you've paid for, then your workspace moves to the free plan.
  • If a payment fails, we'll remind you and keep your plan running for 7 days while you update your payment method. If it still hasn't been paid after that, your workspace moves to the free plan. Your data stays, and you can upgrade again at any time.

10. Refunds

  • Plans: fees for a period that has started aren't refunded, including when you cancel or downgrade partway through.
  • Wallet top-ups: credit you haven't used isn't refundable.
  • Our mistakes: if we charge you twice or charge the wrong amount, we refund the difference in full.
  • If we end the agreement without you having broken these terms, we refund the unused part of any fees you've paid in advance.

To ask for a refund, write to support@soosh.io within 30 days of the charge. Approved refunds go back to the original payment method within 7 to 10 working days of approval.

11. Suspension

We may suspend all or part of your workspace if you break section 5, if your account puts the security of Soosh or other customers at risk, if Meta or the law requires it, or if fees remain unpaid. Where we can, we'll tell you first and give you a chance to fix the problem, and we'll restore access once it's fixed.

12. Ending the agreement

The agreement lasts while you have a Soosh workspace. You can end it by cancelling your plan and asking us to close your workspace. We can end it with 30 days' notice, or straight away if you seriously or repeatedly break these terms. After it ends you can no longer use Soosh, and we delete your data as described in section 6. Sections 6, 10 and 14 to 18 keep applying after the agreement ends.

13. Other services

Soosh connects to services we don't control, such as WhatsApp, Shopify, payment providers and your own webhooks. Their own terms apply to your use of them, and we aren't responsible for them.

14. Our rights in Soosh

Soosh, its software, design and brand belong to Voscart Labs. These terms give you the right to use Soosh for your business while the agreement lasts, and no other rights. If you send us ideas or feedback, we may use them without owing you anything.

15. Confidentiality

Each of us will keep the other's non-public business information confidential, use it only for this agreement, and share it only with people who need it and are bound to keep it confidential, unless the law requires otherwise.

16. What we promise, and what we don't

We'll provide Soosh with reasonable skill and care, and protect your data as our privacy policy describes. We work to keep Soosh available and post incidents on status.soosh.io, but we don't promise it will always be available or free of errors unless we agree a service level in writing. Apart from what these terms say, Soosh is provided as it is, as far as the law allows.

17. Limits on liability

As far as the law allows, neither of us is liable to the other for indirect or consequential loss, or for lost profits, revenue, goodwill or data, however it arises. Each side's total liability under this agreement is limited to the fees you paid us in the 12 months before the claim. These limits don't apply to your obligation to pay fees, to breaches of section 5 or section 15, or to anything the law doesn't allow to be limited.

18. Your responsibility for your messages

You'll cover our costs and losses, including reasonable legal fees, if someone makes a claim against us because of the messages your workspace sends, your data or your breach of section 4 or 5.

19. Changes to these terms

We may update these terms. When a change matters, we'll tell your workspace admins by email at least 30 days before it takes effect. If you don't agree, you can cancel before then and we'll refund the unused part of any fees paid in advance. Using Soosh after the change takes effect means you accept it.

20. Law and disputes

These terms are governed by the laws of India. Before going to court, we'll both try in good faith to settle a dispute by talking for at least 30 days. Courts in Ahmedabad, India have exclusive jurisdiction.

21. General

Neither of us is responsible for delays caused by events outside our reasonable control. You can't transfer this agreement without our written consent; we may transfer it to a company that takes over Soosh. If a part of these terms can't be enforced, the rest still applies. Notices to you go to your workspace admins' email; notices to us go to support@soosh.io.

22. Contact

Questions about these terms: support@soosh.io, Voscart Labs, 615, STC, Near Vakil Bridge, Ambli, Ahmedabad 380058, India.