Legal

Terms of service

The agreement between 3xRetention and the businesses that use it — what we provide, what we ask of you, and how billing, data and disputes work.

Initial version, effective 29 September 2026. This agreement will be updated after legal review, and material changes will be notified before they take effect.

1. Who this agreement is between

These terms are an agreement between 3xRetention (registered legal entity: [to be added before launch]), [registered address to be added before launch], Bengaluru, Karnataka, India (“3xRetention”, “we”, “us”), and the business that signs up for or uses 3xRetention (“you”).

3xRetention is sold to businesses only. By accepting these terms, the person accepting them confirms they are authorised to do so on behalf of the business, and that the business is using the service for its trade or profession, not as a consumer.

If you and we have signed a separate written agreement or order form, that document applies where it differs from these terms.

2. What the service is

3xRetention is a software service that lets your business sell to and retain customers on WhatsApp. It includes an AI agent that answers customer messages using your catalogue, prices and rules; automatic customer segmentation; follow-up and retention flows; payment links and invoices in the chat; and reporting on repeat revenue.

WhatsApp messages are sent through the official WhatsApp Business API, which Meta provides. Replies are generated using a third-party AI model provider. We may improve, change or retire features over time. If we remove something that is a material part of what you pay for, we will tell you in advance.

3. Your account

  • You are responsible for the team members you add to your account, and for everything done through it.
  • Keep sign-in details secure and do not share them between people. Tell us straight away at contact@3xretention.com if you think your account has been accessed without permission.
  • Give us accurate business and billing details, including your GSTIN if you want it on your invoices, and keep them up to date.

4. Acceptable use

You must not use 3xRetention to:

  • send messages to anyone who has not opted in to hear from your business, or keep messaging someone who has opted out;
  • break WhatsApp’s Business Messaging and Commerce policies, or any law that applies to you, including the DPDP Act 2023, the Information Technology Act 2000, and consumer protection and advertising rules;
  • sell or promote goods or services that are illegal, or that Meta’s policies prohibit;
  • send content that is misleading, fraudulent, defamatory, obscene, or that infringes someone else’s rights;
  • collect sensitive information — such as full card numbers, passwords or government ID numbers — through the chat;
  • try to get into another business’s account or data, probe or overload our systems, or copy, resell or reverse-engineer the service.

If we find a breach of this section, we may pause the affected messages or suspend the account while we look into it. We will tell you why, unless the law prevents us.

5. Your obligations, including lawful consent for messaging

You are responsible for having your customers’ permission to message them. Under the DPDP Act you are the Data Fiduciary for your customer data, and we are your Data Processor. That means you must:

  • obtain a valid WhatsApp opt-in from each person before any outbound message is sent to them, in the way Meta requires;
  • give your customers a clear notice of what data you collect and why, and obtain their consent where the DPDP Act requires it;
  • honour opt-outs and consent withdrawals promptly — 3xRetention records them and stops marketing messages to that contact, but the underlying duty is yours;
  • handle your customers’ requests to access, correct or erase their data, and name a contact for their grievances;
  • obtain verifiable parental consent before processing data about anyone under 18, and never target advertising at children;
  • make sure the catalogue, prices, offers and rules you give the agent are accurate and lawful, and review how the agent answers.

Our DPDP compliance page explains these duties in plain English. We will sign a Data Processing Agreement with you on request.

6. WhatsApp, AI and payment providers

  • WhatsApp. Your use of WhatsApp is also governed by Meta’s terms and policies. Meta decides which message templates it approves, how it categorises and prices conversations, and whether to restrict or ban a number. We cannot overrule Meta’s decisions and are not responsible for them, though we will help you respond to them.
  • AI-generated replies. The agent’s replies are generated by AI from the information you give it. AI can make mistakes. You can review every conversation, and you remain responsible for the offers and commitments your business makes to customers.
  • Payments. Payment links are created from your own payment gateway account. Your customers pay on the gateway’s page and the money settles into your gateway account. We never hold, receive or move those funds. Payments, refunds to your customers, chargebacks and gateway fees are between you, your customer and your gateway, under your gateway’s terms.

7. Fees, billing and taxes

  • Platform fee. You pay a flat monthly platform fee for your plan, based on your contact volume. There are no per-seat charges and no setup fee.
  • WhatsApp conversation charges. Meta charges for WhatsApp conversations. We pass these charges to you at cost, with no markup, and show them separately on your invoice.
  • Taxes. All fees are exclusive of GST, which is charged at the applicable rate (currently 18%) on both the platform fee and the conversation charges. We issue GST invoices.
  • Billing. We bill monthly. Each invoice shows its due date.
  • Moving tiers. If your contacts go past your plan’s limit, we tell you and you move to the next tier from the following month. We do not stop your customer conversations because of it.
  • Late payment. If an invoice is unpaid after its due date, we will remind you in writing. If it is still unpaid [confirm number of days] after that reminder, we may suspend the service until it is paid. We will not delete your data because of a late payment without further written notice.
  • Price changes. We will tell you in writing before a price change, and it applies from the first billing period that starts after the notice.

Refunds are covered by our refund policy.

8. Term and termination

This agreement starts when you sign up or first use the service, and continues month to month until you or we end it. There is no lock-in and no minimum contract.

  • You can cancel at any time, with no cancellation fee, by emailing contact@3xretention.com from the account owner’s email address. Cancellation takes effect at the end of the billing period you are in, and the service keeps working until then.
  • We can end the agreement with at least [confirm notice period] of written notice, or sooner if you seriously or repeatedly breach these terms — including the acceptable use rules — and do not fix the breach within a reasonable time after we tell you about it, or if Meta permanently withdraws your access to the WhatsApp Business API.
  • When the agreement ends, you can export your contacts, conversations and orders. Once you have exported what you need, we permanently delete your data when you ask. We keep only what the law requires us to keep, such as invoices.

9. Your data

You own your data. Your contacts, conversations, orders, catalogue and everything else you or your customers put into 3xRetention belong to your business, not to us.

  • You give us permission to use your data only as needed to provide the service to you, on your instructions, and under our privacy policy.
  • We never sell your data, share it with other businesses on the platform, or use it to train AI models.
  • You can export your data at any time, including after you leave, and ask for it to be permanently deleted.

How we store and protect it is described on our Trust & Security page.

10. Intellectual property

We own 3xRetention — the software, the platform, the agent, our website, documentation and brand — and all the intellectual property in them. While this agreement is in force, you have a non-exclusive, non-transferable right to use the service for your own business.

You keep all rights in your content, brand and data. You give us a limited licence to host, copy and process that content only to provide the service to you. If you send us suggestions or feedback, we may use them to improve the service without owing you anything for them.

11. Confidentiality

Each of us will keep the other’s non-public business information confidential, use it only for this agreement, and share it only with people who need it for that purpose and are bound to keep it confidential. This does not apply to information that is already public, or that the law requires to be disclosed.

12. Limits of liability

  • We provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided as it is. We do not promise that it will be uninterrupted or error-free, or that it will produce a particular business result.
  • Neither of us is liable to the other for indirect or consequential loss, or for loss of profit, revenue, goodwill or data arising from this agreement.
  • Our total liability to you under this agreement, for all claims together, is limited to the platform fees you paid us in the 12 months before the event that gave rise to the claim.
  • We are not liable for failures caused by Meta, your payment gateway, your internet or systems, or events outside our reasonable control.
  • Nothing in these terms limits liability that cannot be limited under Indian law, or your obligation to pay fees that are due.

13. Governing law and jurisdiction

These terms are governed by the laws of India. If a dispute arises, we will first try to settle it by talking — write to contact@3xretention.com and we will respond in writing. If it cannot be settled that way, the courts at Bengaluru, Karnataka have exclusive jurisdiction.

14. Changes to these terms

We may update these terms from time to time. We will publish the new version on this page with a new effective date, and email your account owner before a material change takes effect, early enough for you to cancel first if you do not agree with it. Continuing to use the service after that date means you accept the updated terms.

15. Contact

Questions about these terms: contact@3xretention.com, or write to 3xRetention (registered legal entity: [to be added before launch]), [registered address to be added before launch], Bengaluru, Karnataka, India.

These terms take effect on 29 September 2026. They are an initial version and will be replaced by a version reviewed by a lawyer.