Terms of Service

Welcome to CustomerGrip. By creating an account, signing in, or using any feature of the platform, you agree to these Terms of Service. If you do not agree, do not use the platform.

1. Service Description

CustomerGrip is a multi-tenant SaaS platform providing CRM, WhatsApp automation, loyalty programs, membership cards, QR check-in, expense tracking, analytics, and reporting for local Indian businesses.

Out of scope: CustomerGrip does not provide sales, inventory, billing/invoicing, or supplier management. These are handled by the business's existing tools. CustomerGrip only logs a single manual purchase amount per visit for loyalty purposes.

2. Subscription Plans

Plan pricing is set exclusively by CustomerGrip (Super Admin). Business Owners choose among these tiers via self-serve Razorpay checkout but never set or edit the price themselves.

3. WhatsApp Credits

WhatsApp messages are metered. Businesses purchase credit packs:

• Credits are deducted per message sent (1 credit = 1 message)
• Credits are non-refundable once purchased
• Credits do not expire while the subscription is active
• Meta bills CustomerGrip for WhatsApp API usage — businesses pay CustomerGrip, not Meta
• The Super Admin can manually add/remove credits for goodwill, refunds, or promotions

4. Message Quotas

Each plan includes per-billing-cycle message quotas:

• Marketing messages: Starter=50, Growth=200, Business=500 per billing cycle
• Utility messages: Starter=500, Growth=2,000, Business=5,000 per billing cycle
• Quotas reset when the subscription renews (not on the 1st of the calendar month)
• Service messages (replies to customer-initiated conversations) are free within the 24-hour window

5. WhatsApp Business Account

• Each business connects their own WhatsApp Business Account via Meta Embedded Signup
• The business owns their WhatsApp number — CustomerGrip only sends on their behalf
• Businesses must comply with Meta's WhatsApp Business Platform policies
• Message templates must be approved by Meta before use
• CustomerGrip is not responsible for Meta suspending or banning a business's WhatsApp number due to policy violations
• Businesses must obtain opt-in consent from customers before sending marketing messages

6. Acceptable Use

You agree not to:

• Send spam, unsolicited, or fraudulent messages
• Use the platform for illegal activities
• Attempt to access another business's data
• Reverse engineer, decompile, or disassemble the platform
• Use bots, scrapers, or automated tools to extract data
• Share your account credentials with unauthorized users
• Upload malicious code, viruses, or harmful content
• Send messages to customers who have opted out
• Use customer phone numbers for purposes other than business communication

7. Payments & Refunds

• Subscriptions and credit packs are billed via Razorpay
• Payments are charged in Indian Rupees (₹)
• Subscriptions auto-renew at the end of each billing cycle unless cancelled
• Upgrades take effect immediately; downgrades take effect at the next billing cycle
• Credit pack purchases are non-refundable
• Subscription fees are non-refundable except where required by law
• The Super Admin may issue goodwill refunds at their discretion
• Failed payments result in account suspension after a 7-day grace period

8. Account Suspension & Termination

CustomerGrip may suspend or terminate your account if:

• You violate these Terms of Service
• You violate Meta's WhatsApp Business policies
• Your subscription payment fails for more than 7 days
• Your account is inactive for more than 90 days
• Required by law or legal process

You may cancel your subscription at any time. Upon cancellation, your data is retained for 30 days and then permanently deleted upon request.

9. QR Check-in & Abuse Prevention

• The QR check-in code rotates every 60 seconds — screenshots expire immediately
• Each customer is limited to 1 check-in per 24-hour period
• Check-in events are logged with timestamp and optional purchase amount
• The purchase amount (Purchased Method) is a single manual number entry — not an invoice, receipt, or sales record

10. Data Ownership

• Businesses own their customer data — CustomerGrip is a processor, not a controller
• Businesses can export all their data as CSV/PDF at any time
• Businesses can request permanent deletion of their data
• CustomerGrip retains credit transaction records for 7 years (financial audit requirement)
• CustomerGrip retains aggregate, anonymized analytics data for platform improvement

11. Intellectual Property

• The CustomerGrip platform, brand, logo, and code are owned by CustomerGrip
• The ledger-book visual identity (maroon/jade/gold palette, Zilla Slab typography, ledger rule motif) is proprietary
• Businesses retain ownership of their customer data, templates, and campaign content
• Meta owns the WhatsApp Business Platform and related APIs

12. Disclaimers

• The platform is provided "as is" without warranties of any kind
• We do not guarantee message delivery (WhatsApp delivery depends on Meta's infrastructure)
• We are not responsible for Meta banning, suspending, or rate-limiting a business's WhatsApp number
• We are not responsible for template rejections by Meta
• We do not guarantee uptime (target: 99.5% — we use Vercel + Supabase with automatic failover)

13. Limitation of Liability

• CustomerGrip's liability is limited to the amount paid by the business in the last 3 months
• We are not liable for indirect, incidental, or consequential damages
• We are not liable for lost revenue due to WhatsApp outages or Meta policy changes
• We are not liable for data loss caused by the business's own actions (e.g., deleting customers)

14. Governing Law

These terms are governed by the laws of India. Any disputes will be resolved in the courts of Bengaluru, Karnataka, India.

15. Changes to Terms

We may update these Terms from time to time. We will notify all active businesses via email and in-app notification at least 14 days before any material change takes effect. Continued use after the effective date constitutes acceptance of the updated Terms.

16. Contact