Terms of use

1. Purpose

These terms govern access to the website and use of the services provided by EKORA ([company name to be completed]): sending and receiving WhatsApp messages through Meta's Cloud API, AI agents, notifications, console and API.

By creating an account or using the services, the customer accepts these terms together with the acceptable use policy and the privacy policy.

2. Account and access

• The customer provides accurate information and keeps it up to date, in particular the organisation's identity and its WhatsApp Business number.
• Credentials and API keys are personal and confidential. The customer protects them, does not embed them in public or browser-side code, and reports any leak without delay to securite@ekora.africa.
• Any activity carried out with the customer's credentials is deemed to be carried out by the customer.

3. Meta and WhatsApp rules

The services rely on WhatsApp Business Platform. The customer agrees to comply with the WhatsApp Business Terms, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy, in addition to EKORA's acceptable use policy. In particular:

• obtain people's prior consent (opt-in) before messaging them, and honour their requests to stop;
• use Meta-approved message templates to write outside the 24-hour window following the person's last message;
• not send content or offer products prohibited by these policies.

Meta may restrict, suspend or remove a number or account in case of non-compliance. EKORA is not responsible for those decisions but helps the customer respond to them.

4. AI agents

AI agent replies are generated automatically from information supplied by the customer (catalogue, prices, opening hours, FAQ). The customer is responsible for the accuracy of that information and for the agent's configuration.

Agents can make mistakes. The customer provides a hand-over to a person, checks important commitments (prices, lead times, orders) and informs the people they talk to that they are dealing with an automated assistant.

In line with Meta's rules, agents serve the business's own needs (customer service, sales, follow-up) and are not general-purpose conversational assistants.

5. Prices and payment

Prices are in CFA francs (FCFA), according to the price list published on the website or the accepted quote. Services are billed by usage, through prepaid credits or by invoice depending on the plan [terms to be completed].

Fees charged by Meta for messages are [included in the price / passed on, to be completed]. Payment is made by [Bamboo Pay, mobile money, bank transfer: to be completed].

In case of non-payment, EKORA may suspend sending after an unanswered reminder.

6. Availability and support

EKORA uses reasonable means to keep the services available, without guaranteeing uninterrupted operation, unless a service level is set out in the contract. The service also depends on Meta and telecom networks, which are outside our control.

Planned maintenance is announced in advance where possible. Support can be reached at contact@ekora.africa.

7. Personal data

For the messages it exchanges with its own customers, the customer is the controller and EKORA acts as a processor. A data processing agreement can be signed on request. Details are in the privacy policy.

8. Suspension and termination

EKORA may suspend an account, without notice in an emergency, if its use endangers the security of the service or breaches the law, Meta's rules or the acceptable use policy.

The customer may close their account at any time. Unused credits are [refundable / non-refundable, to be completed]. Data is then deleted according to the periods in the privacy policy.

9. Intellectual property

The platform, the website, the ekora brand and their content remain EKORA's property. The customer keeps all rights to their data and content and authorises us to use them solely to provide the service.

WhatsApp and Meta are trademarks of Meta Platforms, Inc. EKORA is an independent service and is not published or endorsed by Meta.

10. Liability

EKORA is liable for direct damage caused by a proven breach of its obligations. Its total liability is limited to the amounts paid by the customer over the previous 12 months [to be confirmed]. EKORA is not responsible for content sent by the customer, nor for decisions by Meta or telecom operators.

11. Governing law

These terms are governed by Gabonese law and applicable OHADA law. Failing an amicable settlement, any dispute falls under the competent courts of Libreville.

We may change these terms; customers are notified at least 30 days before a significant change takes effect.