VybeFlow Terms & Conditions

1. This agreement

VybeFlow (the “Service”) is operated by PT Horizon Vyber Nusantara (formerly PT Vyber Asia Cloud) (“we”), established in Sleman, Special Region of Yogyakarta, Indonesia. This document (the “Terms”) governs use of the Service by you and the business you represent (“you”).

By creating an account, connecting a channel, or using the Service in any way, you confirm that you have read, understood and are bound by these Terms together with the Privacy Policy and the WhatsApp Data Policy. If you do not agree, do not use the Service.

You confirm that you are authorised to bind the business you register, and that you are at least 18 years old.

2. Accounts and team members

Accounts are created through Google or Facebook. We do not store your password; the security of the social account you sign in with is your responsibility.

You may invite team members and give them the Admin or Operational role. Admins can connect and disconnect channels — including your WhatsApp Business number. You are responsible for everything done through your account, including by the team members you invite, and you must revoke access for anyone who is no longer entitled to it.

3. Plans, quota and payment

The Default plan

The Default plan is attached to your account at no cost. Its limits are one WhatsApp number, one Instagram account, unlimited Telegram bots and website chatbots, and 20 AI replies a day. It is not a trial and does not expire on its own, but we may change its limits on prior notice.

Quota

One AI-generated reply spends one quota. Incoming customer messages and replies typed by your team do not. When the daily quota runs out, the AI agent stops replying until the next period; conversations still arrive and your team can still reply by hand.

Top-ups and subscriptions

Additional quota is sold as one-off packs at the prices shown on the Pricing section. Enterprise and Enterprise On-Premise are covered by a separate agreement. Payments are handled by a third-party payment gateway; we neither receive nor store your card details.

Purchased quota is not refundable in cash, except where required by applicable law or where the failure is ours. Prices may change; a price change does not apply retroactively to quota you have already bought.

Taxes owed under Indonesian tax rules are your responsibility unless stated otherwise.

4. Your obligations over customer data

This is the most important section in this document, because it is where the legal responsibility actually sits.

For conversation contents and your customer data, you are the data controller and we are a processor acting on your instructions. Accordingly you represent and warrant that:

• you have a lawful basis — consent or another basis under Law No. 27 of 2022 on Personal Data Protection — to process the personal data of the customers you enter or collect through the Service;
• the contact lists you upload or import were lawfully obtained, and the people in them do not object to being contacted;
• you answer customer requests to exercise their rights — access, correction, deletion — because those requests are addressed to you, not to us;
• you inform your customers about that processing as the law requires.

We will assist to a reasonable extent if you receive such a request, and we provide the deletion tools described in the Privacy Policy.

5. WhatsApp Business Platform rules

If you connect a WhatsApp number, your use is also subject to the policies of Meta Platforms, Inc. — including the WhatsApp Business Messaging Policy and the WhatsApp Business Solution Terms. We act as an independent Tech Provider; we are not affiliated with Meta and do not represent it.

What you need to understand from the outset:

• Outside the 24-hour window since the customer's last message, messages can only be sent using a template Meta has approved. Template approval is entirely Meta's decision, and a rejection is not something we can overturn.
• Meta sets your number's quality rating and its daily limit on new conversations. Both follow from your sending behaviour and recipient responses, not from us.
• Meta may restrict or disable your number if its policies are broken. We have no power to restore it.
• WhatsApp Status/Story is not available on the Business Platform.

You must obtain recipient consent before messaging, and honour opt-out requests. Details in the WhatsApp Data Policy.

6. Prohibited use

You may not use the Service to:

• send bulk messages to recipients who never consented, or after they have asked you to stop;
• commit fraud or phishing, impersonate others, or run misleading financial schemes;
• distribute content that breaks Indonesian law, including hate speech, violent material and child sexual abuse material;
• sell or promote goods and services prohibited by law or by Meta's policies;
• infringe the intellectual property or confidentiality rights of others;
• probe the security of, reverse-engineer, or place unreasonable load on the Service, including through automation we did not provide;
• resell access to the Service without our written agreement.

7. AI features and their limits

AI agents produce answers probabilistically. Those answers can be wrong, incomplete, or out of context, even when your system prompt and skills are correct. The Service provides the AI Lab so you can test before a customer is involved.

You are fully responsible for what your agent tells your customers, including statements about price, stock, warranties and other commitments. We give no warranty as to the accuracy of AI output.

Do not put secrets — API keys, passwords, personal data that must not reach a third party — into a system prompt, a skill, or a product catalogue. That content is sent to AI model providers as described in Privacy Policy section 6.

Manager AI may close tickets and send reports on your behalf within the limits you set. You can switch it off at any time.

8. Service availability

The Default plan is provided “as is”, with no availability commitment (no SLA). The 99.5% uptime commitment applies to Enterprise customers only and is set out in a separate agreement.

The Service depends on third-party platforms — the WhatsApp Business Platform, the Instagram Graph API, the Telegram Bot API, AI model providers and the payment gateway. Outages, policy changes or discontinuation by any of them can affect the Service, and that is outside our control.

We may carry out scheduled maintenance and will try to give notice before maintenance with significant impact.

9. Intellectual property

The Service, its software, its design and its marks belong to us. These Terms transfer none of that to you beyond a limited, non-exclusive, non-transferable licence to use the Service while this agreement is in force.

Your data remains yours. Conversation contents, contacts, product catalogues, system prompts and skills you create belong to you. You grant us a limited licence to process, store and transmit them as far as is necessary to run the Service for you — no further, and not to train AI models.

10. Suspension and termination

You may stop at any time by closing your account. Deletion follows Privacy Policy section 11.

We may suspend or terminate your access if: these Terms are breached, particularly section 6; payment obligations are not met; your use endangers the security or stability of the Service for other users; or we are required to do so by law or by a third-party platform's policy.

For less serious breaches we will try to give notice and an opportunity to put it right first. For serious breaches — fraud, illegal material, threats to security — suspension may be immediate.

11. Limitation of liability

To the extent permitted by applicable law:

• the Service is provided as is, without implied warranties of fitness for a particular purpose;
• we are not liable for indirect loss, lost profit, lost business opportunity, or reputational damage;
• we are not liable for the acts of Meta, Telegram, AI model providers or the payment gateway — including the blocking of your WhatsApp number;
• our total liability in any twelve-month period is capped at the amount you paid us during those twelve months.

Nothing here excludes liability that cannot be excluded by law.

12. Indemnity

You will indemnify us against third-party claims arising from the content of messages you send, customer data you process without a lawful basis, your breach of sections 5 or 6, or your infringement of a third party's rights.

13. Changes to these terms

We may update these Terms. The version and effective date appear at the top of the page. For material changes we will give notice by email or in the console at least 30 days before they take effect. Continuing to use the Service after the effective date means you accept the change.

14. Governing law

These Terms are governed by the laws of the Republic of Indonesia. Disputes shall first be pursued amicably; if unresolved within 30 days, they shall be settled by the District Court of Sleman, Special Region of Yogyakarta.

If any provision of these Terms is held invalid, the remaining provisions stay in force.

15. Contacting us