Terms of Service

These Terms govern your use of merchconvo (the “Service”, “we”, “us”). By creating an account, you agree to them on behalf of your business.

1. The Service

merchconvo is a chat-commerce platform that connects to messaging channels (WhatsApp, Instagram, Messenger, email) and lets merchants run inbox, AI agents, broadcasts, catalogs, appointments, and orders from a single workspace. Specific features available to your account depend on the plan you purchased.

2. Your account

• You are responsible for everything that happens under your workspace, including messages your AI agent sends.
• Keep your credentials and API tokens secure. Notify us immediately if you suspect unauthorized access.
• You confirm you have the right to connect the messaging channels and ERP accounts you link to merchconvo, and that your use complies with the providers' own terms (Meta, OpenAI, Stripe, etc.).

3. Acceptable use

You agree not to use merchconvo to:

• Send unsolicited bulk messages (spam) outside what each channel's policy explicitly permits.
• Promote or sell illegal goods or services.
• Impersonate another person or business.
• Reverse-engineer, scrape, or attack the Service.
• Resell access to the Service to third parties without our written agreement.

4. Pricing and billing

Plan prices and AI/wallet usage rates are listed on /pricing. Subscriptions renew automatically until cancelled. Wallet credit never expires while your workspace is active.

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 enquiries and handles returns. When you buy a plan or wallet credit, your contract of sale is with Paddle, and their buyer terms apply alongside these. Paddle collects any sales tax or VAT due in your jurisdiction and shows it at checkout.

Refunds — including which wallet credit can be refunded and when — are set out in full in our refund and cancellation policy, which forms part of these terms.

5. AI agents & automated replies

You configure how your AI agent behaves. We provide guardrails (refund approval thresholds, escalation triggers) but the responses your agent sends are your responsibility. We are not liable for incorrect product information, pricing errors, or regulatory non-compliance that your agent introduces, although we will help you debug and improve it.

6. Cancellation

You can cancel at any time from Settings → Billing. No email, no phone call, no retention queue. Cancelling takes effect at the end of the period you have already paid for, and you keep full access until then.

After your subscription ends your workspace moves to the Free plan and your data stays where it is. If you close the workspace entirely you have 30 days to export your data; after that it is permanently deleted along with everything inside it.

7. Disclaimers and liability

The Service is provided “as is”. We do not guarantee uninterrupted availability or that the AI agent will produce perfect replies. To the maximum extent permitted by law, our aggregate liability under these Terms is limited to the fees you paid us in the 12 months before the claim arose.

8. Changes

We may update these Terms as the Service evolves. Material changes are announced by email to merchant admins at least 30 days before they take effect.

9. Governing law

These Terms are governed by Lebanese law. Disputes go to the courts of Beirut, unless local consumer-protection rules require otherwise.

10. Contact

Questions: [email protected].