Terms of Service

1. Agreement to Terms

By accessing or using the services provided by Satria Technology ("we", "us", or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our services.

These Terms constitute a legally binding agreement between you (the "Client" or "you") and Satria Technology regarding your use of our AI chatbot services for WhatsApp Business.

2. Service Description

Satria Technology provides AI-powered chatbot services for WhatsApp Business, including but not limited to:

• Automated Response System: AI chatbot that automatically responds to customer inquiries on WhatsApp.
• WhatsApp Business API Integration: Connection between your WhatsApp Business account and our AI platform.
• Knowledge Base Management: Upload and management of business documents, FAQs, and product information.
• Analytics Dashboard: Real-time reporting on conversation volumes, response times, and customer satisfaction.
• Multi-channel Support: Integration with additional messaging platforms (available in Professional and Enterprise plans).

The specific features available to you depend on your chosen subscription plan.

3. Acceptable Use Policy

You agree to use our services in compliance with all applicable laws and regulations. Specifically, you must:

3.1 WhatsApp Business Policies

• Comply with WhatsApp Business Terms of Service and Commerce Policy
• Comply with Meta's Business Terms and Platform Terms
• Obtain necessary consent from customers before messaging them
• Use WhatsApp Business API only for legitimate business purposes

3.2 Prohibited Activities

You must NOT use our services to:

• Send spam, unsolicited messages, or bulk marketing messages without proper opt-in
• Distribute illegal, harmful, or offensive content
• Engage in fraudulent activities or misrepresent your business
• Violate intellectual property rights of others
• Harass, threaten, or abuse customers or third parties
• Distribute malware, viruses, or harmful code
• Attempt to gain unauthorized access to our systems or other users' data
• Reverse engineer, decompile, or attempt to extract source code from our services

3.3 Content Responsibility

• You are solely responsible for all content uploaded to your knowledge base
• You warrant that you have the right to use all uploaded content
• You ensure that your chatbot responses comply with applicable advertising and consumer protection laws

4. Service Level and Availability

We strive to provide reliable service with the following commitments:

• Uptime Target: 99% uptime on a best-effort basis (excluding scheduled maintenance)
• Scheduled Maintenance: We may perform scheduled maintenance with advance notice when possible
• Support Response Times:
  • Basic Plan: Email support, response within 48-72 hours
  • Professional Plan: Priority support, response within 24 hours
  • Enterprise Plan: Dedicated support with SLA guarantee as specified in your contract

No Guarantee: While we aim for high availability, we do not guarantee uninterrupted or error-free service. Service may be temporarily unavailable due to maintenance, updates, or factors beyond our control.

5. Payment Terms

5.1 Subscription Plans

• Monthly Billing: All plans are billed monthly in advance
• Auto-Renewal: Subscriptions automatically renew each month unless cancelled
• Payment Methods: Bank transfer, credit card, or other methods as specified
• Currency: All prices are in Indonesian Rupiah (IDR)

5.2 Free Trial and Promotional Offers

• New customers may be eligible for promotional offers (e.g., "GRATIS 1 BULAN")
• Promotional terms are subject to specific conditions and limitations
• After the promotional period, standard pricing applies unless cancelled

5.3 Price Changes

• We reserve the right to change pricing with 30 days' advance notice
• Existing customers will be notified via email before price changes take effect
• You may cancel your subscription if you do not agree to price changes

5.4 Taxes

• All prices are exclusive of applicable taxes (VAT/PPN)
• You are responsible for all applicable taxes, which will be added to your invoice

5.5 Late Payment

• Payment is due immediately upon invoice
• Services may be suspended if payment is overdue by 7 days
• Account may be terminated if payment is overdue by 30 days

6. Refund and Money-Back Guarantee

• 7-Day Money-Back Guarantee: First-time customers can request a full refund within 7 days of initial signup
• No Refunds for Partial Months: After the 7-day period, no refunds are provided for partial months
• Service Credits: In case of significant service disruptions, we may provide service credits at our discretion
• Refund Process: Refund requests must be submitted to business@satria.technology and will be processed within 14 business days

7. Cancellation and Termination

7.1 Cancellation by Client

• You may cancel your subscription at any time through your account dashboard or by contacting support
• Cancellation takes effect at the end of the current billing period
• You retain access to the service until the end of the paid period
• No refunds are provided for the remaining days in the billing period (except within the 7-day guarantee period)

7.2 Termination by Satria Technology

We may suspend or terminate your account immediately if:

• You violate these Terms of Service or Acceptable Use Policy
• You fail to pay outstanding invoices
• Your activities pose a security risk or legal liability
• Your WhatsApp Business account is banned or restricted by Meta
• We are required to do so by law or regulatory authority

7.3 Data Retention After Cancellation

• Your data is retained for 30 days after cancellation to allow for reactivation
• After 30 days, all data is permanently deleted and cannot be recovered
• You may request an export of your data before cancellation

8. Intellectual Property Rights

8.1 Our Intellectual Property

• All rights, title, and interest in our service, software, technology, and platform remain with Satria Technology
• You receive a limited, non-exclusive, non-transferable license to use our service
• You may not copy, modify, distribute, or create derivative works from our service

8.2 Your Content

• You retain all ownership rights to content you upload (knowledge base documents, business information)
• You grant us a limited license to use your content solely to provide the service
• We will not share your content with third parties except as necessary to provide the service

9. Limitation of Liability

IMPORTANT - PLEASE READ CAREFULLY:

9.1 Service Provided "As Is"

• Our service is provided on an "as is" and "as available" basis
• We do not warrant that the service will be uninterrupted, error-free, or completely secure
• We do not guarantee specific business results or customer satisfaction rates

9.2 AI Response Accuracy

• No Guarantee of Accuracy: While we strive for accurate AI responses, we cannot guarantee that all chatbot responses will be 100% accurate
• Client Responsibility: You are responsible for reviewing and approving the knowledge base content that trains the AI
• Human Oversight: We recommend maintaining human oversight for complex or sensitive customer inquiries
• No Liability for AI Errors: We are not liable for damages resulting from inaccurate, inappropriate, or incomplete AI responses

9.3 Third-Party Platform Issues

• We are not responsible for issues, downtime, or policy changes by WhatsApp, Meta, or other third-party platforms
• We are not liable if your WhatsApp Business account is suspended or banned by Meta
• Service disruptions caused by third-party platforms are outside our control

9.4 Maximum Liability

• Our total liability to you for any claims arising from the service is limited to the amount you paid in the 12 months preceding the claim
• We are not liable for indirect, incidental, consequential, or punitive damages
• This includes lost profits, lost revenue, lost business opportunities, or data loss

9.5 Force Majeure

• We are not liable for failures or delays caused by events beyond our reasonable control, including natural disasters, wars, terrorism, internet failures, or government actions

10. Indemnification

You agree to indemnify and hold harmless Satria Technology, its officers, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your use of our service
• Your violation of these Terms
• Your violation of any third-party rights, including intellectual property or privacy rights
• Content you upload or messages sent through our service
• Your violation of WhatsApp Business policies or other platform terms

11. Data Protection and Privacy

Your use of our service is also governed by our Privacy Policy, which describes how we collect, use, and protect your data. By using our service, you consent to our data practices as described in the Privacy Policy.

Key points:

• We process customer message data solely to provide the chatbot service
• We implement industry-standard security measures to protect your data
• We comply with Indonesian data protection regulations
• You remain the data controller for your customer data; we are the data processor

12. Confidentiality

• We treat your business information, knowledge base content, and customer data as confidential
• We will not disclose confidential information to third parties except as necessary to provide the service or as required by law
• Our employees and contractors are bound by confidentiality obligations
• Confidentiality obligations survive termination of the service

13. Modifications to Terms

We may modify these Terms from time to time. When we make changes:

• We will post the updated Terms on our website with a new "Last Updated" date
• We will notify you via email for material changes
• Changes take effect 30 days after notification (or immediately for legal/regulatory requirements)
• Your continued use of the service after changes take effect constitutes acceptance
• If you do not agree to the changes, you may cancel your subscription

14. Governing Law and Dispute Resolution

14.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Indonesia, without regard to conflict of law principles.

14.2 Dispute Resolution

• Negotiation: In the event of any dispute, the parties agree to first attempt to resolve the matter through good faith negotiation
• Mediation: If negotiation fails, the parties may attempt mediation before pursuing legal action
• Jurisdiction: Any legal action must be brought in the courts of Sleman, Daerah Istimewa Yogyakarta, Indonesia
• Language: Legal proceedings will be conducted in Bahasa Indonesia

15. Miscellaneous

15.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Satria Technology regarding the service.

15.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full effect.

15.3 No Waiver

Our failure to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

15.4 Assignment

You may not assign or transfer these Terms or your account without our written consent. We may assign these Terms to any affiliate or successor.

15.5 Relationship of Parties

Nothing in these Terms creates a partnership, joint venture, or agency relationship between you and Satria Technology.

15.6 Survival

Sections that by their nature should survive termination (including payment obligations, intellectual property, limitation of liability, and indemnification) will survive termination of these Terms.

16. Contact Information

If you have any questions about these Terms of Service, please contact us: