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Terms of Service for Risponse

These terms explain how your business can use Risponse, what you can expect from us and what we expect from you. Please read them before you sign up.

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1. Who we are and what these Terms cover

These Terms of Service (“Terms”) are an agreement between Risponse (“we” or “us”) and the business that uses Risponse (“you”). They cover the Risponse app, this website, our docs and related services (the “service”).

Our Privacy Policy and Cookie Policy also apply. A contract or order form you sign with us, for example on the Enterprise plan, forms part of this agreement. Where they conflict, the signed contract wins.

2. Accepting these Terms

You accept these Terms when you create an account or use the service. If you do not agree, do not use Risponse.

Risponse is for business use only. By accepting, you confirm that you are at least 18 years old. You also confirm that you have the authority to bind your business to these Terms.

3. Your account, workspace and team

The first person to sign up creates a workspace and becomes its admin. Users sign up with their name and phone number, and sign in through WhatsApp. Admins invite teammates as Admins or Members. See team access and roles. Each user is one person with their own login.

You are responsible for who you invite and for everything done in your workspace. This includes actions by your team, the AI agent and the apps you connect.

Users sign in through WhatsApp, so each user must keep their phone and WhatsApp account safe.

If someone uses your workspace without permission, tell us straight away at info@risponse.com.

4. Plans, add-ons and credits

Our plans are Starter, Pro and Enterprise. The pricing page shows what each plan includes and costs.

  • Every plan includes one user and your first connected WhatsApp number.
  • Each extra user or number costs the price of your plan.
  • Add-ons include credit packs, extra automation rules, guided onboarding and support packs.
  • Enterprise plans are agreed with us directly.

You can sign up for free and try Risponse before you choose a plan. The free trial lasts 15 days.

Broadcast credits pay for bulk messages. AI credits pay for AI features. Your plan may include a monthly allowance that renews on your billing date. Extra broadcast credits you buy are used only after your monthly broadcast credits are gone.

When AI credits run out, AI features pause until you top up or your allowance renews. When broadcast credits run out, new bulk messages may fail or wait until you add more.

5. Fees, billing and taxes

You can pay monthly or yearly, in Indian rupees or US dollars. Yearly plans are paid for the full year up front. Introductory offers apply only as described on the pricing page.

Fees are paid in advance for each billing period. Your plan continues for each billing period you pay for, until you cancel it. We take payments through a third-party payment provider, whose own terms may also apply. Taxes, such as GST where it applies, are charged as the law requires.

We do not take automatic recurring payments (auto-debit) today. If we add them, we will first update these Terms as section 26 explains. Before any auto-debit starts, you would need to approve it, and you could cancel it at any time.

If fees stay unpaid, we may limit or suspend your workspace after telling you. We may change our prices, and we will tell you first. A new price starts from your next billing period.

6. Refunds

If Risponse is not right for your team, you can ask for a full refund within 14 days of a payment. No questions asked. Email info@risponse.com and include your workspace name.

We send the refund to the same payment method you used, within 5 to 7 working days.

When we refund a payment, we may end the plan or add-on it paid for. Refunds cover fees paid to Risponse, not fees charged by Meta or other services. Refund requests after 14 days are handled under the law or a signed contract.

7. Meta and WhatsApp fees

Meta sets its own message fees on the WhatsApp Business Platform and bills you for them directly. Risponse does not charge these fees or resell them. They are separate from your Risponse plan.

Meta charges per delivered message, by message category and the recipient’s country. Messages your customers send you are free. Meta’s fees apply to Business API numbers, and to API messages on coexistence numbers. Numbers connected by QR code have no Meta message fees.

For current rates, see Meta’s pricing page. Our refund does not cover Meta’s fees.

8. WhatsApp connections and platform risk

You can connect a WhatsApp number in three ways:

  • QR code. Risponse links to your number as a device, the same way WhatsApp Web does. See connect WhatsApp.
  • Business API. Your number runs on Meta’s WhatsApp Business Platform. See WhatsApp Business API.
  • Coexistence. One number works in the WhatsApp Business app and through the API at once. See WhatsApp coexistence.

Each connection has its own features and limits. You choose the connection, and you accept its risks.

WhatsApp and Meta control their own platforms. They may change them at any time, limit what a number can send, or restrict or ban a number. Risponse does not control these decisions and is not responsible for their effects.

No tool can make sure a number is never restricted. Our best practices and warm-up guide lower the risk, but they do not remove it.

9. Following WhatsApp and Meta rules

You must follow WhatsApp’s and Meta’s rules, including:

In particular, message only people who gave you their number and agreed to hear from you. You are responsible for getting each contact’s opt-in before you message them, and for keeping a record of it. Honour every opt-out or block. Give people a clear way to reach a person on your team. On API numbers, send only Meta-approved templates outside the 24-hour customer service window.

Meta alone decides on templates, messaging limits, quality ratings, restrictions and bans. Meta also decides whether a business receives an Official Business Account badge, the blue tick. Risponse cannot promise any of these outcomes.

10. Acceptable use

Use Risponse only for lawful business messaging. You must not use it, or let others use it, to:

  • send spam, or message people who have not agreed to hear from you
  • send illegal, harmful, misleading, abusive or hateful content
  • offer goods or services that WhatsApp or Meta prohibit, or restricted ones beyond what their policies allow
  • ask for full card numbers, bank account numbers, national ID numbers or similar sensitive details over WhatsApp
  • impersonate another person or business, or break the rights of others
  • send malware, or try to break into the service or other accounts
  • scrape, copy, reverse engineer or resell the service without our written permission
  • get around plan limits or credits, or put an unreasonable load on the service

If we reasonably believe you are breaking these rules, we may remove content or limit features.

11. Your data and your customers’ data

You own your content. This includes your messages, contacts, files, notes and tickets, and your customers’ data (“your data”).

You decide why and how your customers’ personal data is used. Under India’s Digital Personal Data Protection Act, 2023 (DPDP Act), that makes your business the Data Fiduciary for that data, and Risponse your Data Processor. This section and section 12 explain how we process it for you.

You let us store, process and show your data only as needed to provide and support the service. We act on your instructions, such as the numbers you connect and the features and integrations you turn on. We do not sell your data.

We host the Risponse app and your data in India. Your messages also pass through WhatsApp and Meta. Some service providers, such as the AI providers in section 12, may process data outside India. Our Privacy Policy explains this in section 8.

We use service providers to help run Risponse, for example to host the app, send email, process payments and run AI features. We give them your data only so they can help us provide the service.

You are responsible for your data. You must have a lawful reason to use your customers’ data. Tell them how you use it, and get any consent the law requires. The DPDP Act sets extra rules for children’s data, meaning anyone under 18. For example, you need verifiable consent from a parent, and you must not track children or target advertising at them. These rules start in about May 2027. Follow them where they apply to you.

Exports, and data you send to other tools, are your responsibility. Our Privacy Policy explains how we handle personal data. Our security page describes the access controls in Risponse.

12. AI features

Risponse includes AI features, such as summaries, suggested replies, flagging, translation, the AI agent and the WhatsApp MCP server.

Our own AI features use models from AI providers, mainly Anthropic, OpenAI and Google (Gemini). When you use one of these features, the provider receives the content the feature works on, such as the chat it summarises.

AI can be wrong, so check AI output before you rely on it. You are responsible for every message your workspace sends, including messages drafted or sent by AI.

The AI agent acts on the rules, knowledge, tools and connectors you set up. You decide when it replies and what it may do. See activation. Test it on a few chats first. Some tools can do things you would not want done by mistake, such as issuing refunds through a custom tool. Give it such a tool only when your rules are very clear.

You can connect an AI app through the WhatsApp MCP server. That app can then read chats and draft replies on the numbers you allow. You are responsible for the access you give it.

13. Calls and recordings

Calling is a beta feature and may change. See calling. Calls answered in Risponse are recorded, with a transcript and an AI summary.

Recording laws differ by country. You must tell callers that calls are recorded, and get any consent the law requires.

14. Integrations and other services

Depending on your plan, you can connect Risponse to other services. These include HubSpot, Zoho CRM, Zoho Desk, Freshdesk, Google Sheets, Zapier, Slack, webhooks and your own systems. See the integrations in our docs.

When you connect a service, you tell us to send your data to it, and its own terms then apply. We do not control other services and are not responsible for them.

Keep any API keys you create in Risponse safe, because anyone with a key may be able to read your data. Replace a key straight away if it leaks.

15. Beta features

Features marked beta, early or experimental are provided as they are. They may have errors, and they may change or be removed at any time.

16. Availability, support and changes to the service

We do not promise any level of uptime, unless a signed Enterprise contract says so. The service may be unavailable during maintenance, or when WhatsApp, Meta or another provider has a problem.

Support is by email at info@risponse.com. Some plans include extra support, as listed on the pricing page.

We may add, change or remove features. We will tell you before we remove a major feature from a paid plan.

17. Suspension

We may suspend or limit your access to the service if:

  • fees are overdue
  • you break these Terms, or WhatsApp’s or Meta’s rules
  • your use puts the service, other customers or the public at risk
  • WhatsApp or Meta acts against your number or account
  • the law or an official order requires it

Where we can, we will tell you first and give you a chance to fix the problem.

18. Cancelling and ending your account

You can cancel at any time by emailing info@risponse.com. Your plan, and your access to it, stay active until the end of the billing period you paid for.

We may end your account if you seriously or repeatedly break these Terms. If we stop offering the service, we will tell you in advance.

Export the data you want to keep before your plan ends or you delete your account. Depending on your plan, you can export chats, messages, notes, tickets and activity history. See data exports.

You can ask us to delete your account and its data at any time. See how to ask us to delete your data. When your account is deleted, we delete the data linked to it. We keep only what the law requires us to keep, such as billing records, and only for as long as the law requires.

If your account ends for any other reason, we may also delete your workspace and its data.

19. Confidentiality

Each of us may receive the other’s non-public information, such as your data or our product plans. The receiver will use it only for this agreement and protect it with reasonable care. It will share it only with people who need it.

This does not cover information that is public, already known or lawfully received from someone else. Either of us may disclose it when the law requires, telling the other first where allowed.

20. Intellectual property, feedback and publicity

Risponse owns the service, including its software, design, docs and brand. You may use the service while your account is active. You keep all rights in your data. If you send us feedback, we may use it freely.

WhatsApp, Meta and the services you connect belong to their owners. Risponse is not endorsed or sponsored by Meta or WhatsApp.

We will not use your business name or logo without your permission. Neither of us may suggest that Meta or WhatsApp endorses, sponsors or partners with Risponse or your business.

21. Disclaimers

The service is provided as it is and as available. To the extent the law allows, we give no warranties beyond these Terms. We do not promise that:

  • the service will be free of errors or always available
  • every message will be delivered, or delivered on time
  • WhatsApp or Meta will keep supporting a connection
  • a number will not be limited, restricted or banned
  • AI output will be accurate

22. Limitation of liability

To the extent the law allows, neither of us is liable for indirect or consequential losses. Examples are lost profits, revenue, data or reputation.

Our total liability for all claims is limited to the fees you paid to Risponse in the 12 months before the claim arose.

These limits do not apply to unpaid fees, your indemnity in section 23 or fraud. They also do not apply to any other liability the law does not let us limit.

23. Indemnity

You will defend and compensate Risponse against claims, losses, fines and reasonable legal costs that arise from:

  • messages and content sent from your workspace
  • messaging people without the consent that the law or WhatsApp requires
  • breaking WhatsApp’s or Meta’s rules, the law or these Terms
  • your data, and how you collected and used it

We will tell you promptly about any such claim. You must not settle it in a way that admits fault for us without our written consent.

24. Compliance with laws and sanctions

You must follow the laws that apply to your use of Risponse, in your country and where the people you message live. These include data protection, marketing, consumer and call-recording laws. You must not use Risponse in breach of sanctions or export control laws.

25. Governing law and disputes

These Terms are governed by the laws of India. If a dispute arises, please email us first at info@risponse.com, so we can try to solve it together. If we cannot, the courts in Mumbai, India, have exclusive jurisdiction.

26. Changes to these Terms

We may update these Terms. The date at the top of this page shows when they last changed. For material changes, we will tell you by email and in the app at least 30 days before they apply. Smaller changes, and changes the law requires, may apply sooner. If you keep using Risponse after a change applies, you accept the updated Terms. If you do not agree, you can cancel before then.

27. Notices and contact

Send questions, complaints, refund requests and legal notices to info@risponse.com. You can also use our contact page. To use your privacy rights or to complain about how we handle personal data, see our Privacy Policy.

We may send notices to your admins by email, or show them in the app. Please keep your contact details up to date.

28. General terms

  • Entire agreement. These Terms and the documents in section 1 are the whole agreement about the service.
  • Events outside our control. We are not responsible for failures caused by events beyond our reasonable control, such as outages at WhatsApp or Meta.
  • Transfer. You need our written consent to transfer these Terms. We may transfer them as part of a merger, sale or reorganisation.
  • Severability. If part of these Terms is invalid, the rest stays in force.
  • No waiver. If we do not enforce a right straight away, we can still enforce it later.
  • Relationship. We are independent parties, not partners or agents.
  • Survival. Fees owed, confidentiality, liability limits, indemnity and governing law survive the end of these Terms.
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