Terms of Service

These Terms of Service ("Terms") form a binding contract between ArQonnect, of Lahore, Pakistan ("ArQonnect", "we", "us") and the individual or entity that creates an account or uses our services ("Customer", "you"). By accessing the ArQonnect dashboard, APIs or webhooks, you agree to these Terms. If you do not agree, do not use the service.

1. The service

ArQonnect is a software-as-a-service (SaaS) platform delivered digitally and accessed through a web browser at https://app.arqonnect.io (marketing site: https://www.arqonnect.io and https://arqonnect.io). It enables businesses to run AI-powered conversations across WhatsApp, Instagram, Messenger and website chat, ground replies in their own knowledge base, launch broadcasts, and hand off to their support team whenever a human touch is needed. Current public plan prices and allowances are published at https://www.arqonnect.io/pricing.

2. Account & eligibility

• You must be at least 18 years old to create an account.
• You must use a valid business email address. Free webmail addresses (Gmail, Yahoo, Hotmail) may be rejected at our discretion.
• You are responsible for everything that happens under your account and must keep your credentials confidential. Notify us immediately at Compliance@arqonnect.io if you suspect unauthorized access.
• Accounts are typically provisioned by our staff via email invitation; self-service signup is available where enabled.

3. Subscription & billing

• Subscription fees and eligible one-time setup fees are billed via Paddle (Paddle.com Market Ltd and affiliated entities), our PCI-DSS-compliant Merchant of Record (MoR). Paddle collects payment, calculates and remits applicable tax, issues receipts and invoices, and handles card chargebacks. ArQonnect provides the digital software subscription and related services you purchase. Buyer checkout is also subject to Paddle's Buyer Terms where presented at payment.
• Card charges may appear on your statement under "Paddle", "Paddle.com", or a similar MoR descriptor rather than "ArQonnect". For billing or refund questions, contact Compliance@arqonnect.io and include your invoice number; you may also use Paddle buyer support where directed on your receipt.
• Prices are listed on https://www.arqonnect.io/pricing exclusive of applicable taxes. Tax is computed at checkout based on your billing location. Third-party usage (Meta messaging fees, AI model providers, calendar providers, optional CRM seats) is billed by those providers and is not included in ArQonnect plan fees unless an order form says otherwise.
• Plans (Starter, Growth, Scale) include a monthly AI conversation allowance published on the pricing page (Starter 500, Growth 2,000, Scale 6,000 conversations/month unless an order form states otherwise). A conversation is a continuous thread with an end-user on a connected channel. Allowances reset at the start of each calendar month (UTC).
• What happens at the allowance. When an organization reaches its allowance, automated AI replies pause until the next month begins or the plan is upgraded. Your inbox, conversation history and data stay fully accessible, and your team can keep replying manually. We never bill silent overages.
• One-time setup fees cover channel connection, knowledge loading, Business Twin configuration and team training for the scoped plan. Setup fees are listed per plan on the pricing page and may be invoiced with or before the first subscription period.
• You may cancel your subscription at any time from the dashboard (or by emailing support@arqonnect.io). Cancellation takes effect at the end of the current billing period; we do not pro-rate partial months unless required by law.
• We may change prices on at least 30 days' notice. Continuing to use the service after a price change means you accept the new price for the next renewal.

4. Refund policy (30-day money-back guarantee)

New subscribers may request a full refund of their first paid subscription invoice within 30 days if the service does not meet their expectations. Setup-fee refunds, if any, follow the Refund Policy. Refunds are processed within 5–10 business days back to the original payment method via Paddle. Full eligibility, exclusions and the request process are in the Refund Policy at https://www.arqonnect.io/legal/refund.

5. Acceptable use

Your use of ArQonnect is also governed by our Acceptable Use Policy (AUP), which is incorporated into these Terms by reference. In summary, you agree not to:

• Send spam, unsolicited bulk messages, or any messages outside Meta's WhatsApp Business, Instagram Messaging, or Messenger Platform policies.
• Use ArQonnect for prohibited categories listed in the AUP (gambling, adult content, weapons, illegal substances, MLM, etc.).
• Attempt to deceive, mislead or impersonate humans when an end-user directly asks whether they are speaking to a person or AI.
• Reverse-engineer, probe, scrape, or interfere with the security of the service.
• Upload content you do not have the right to use, or content that is unlawful, infringing, or harmful.

We may suspend or terminate accounts that violate the AUP, with or without prior notice depending on severity.

6. AI disclosure

ArQonnect powers messaging with AI-driven automation. End-users may be communicating with an artificial-intelligence system rather than a human representative. Where applicable law requires (and as a product default), the first AI reply includes a clear automated-assistant notice. You agree not to disable required transparency notices. Your human support team stays in the loop and takes over when the AI cannot resolve a query or an end-user requests escalation. See /legal/ai-transparency. ArQonnect does not claim Meta partnership or endorsement.

7. Your content & data

You retain ownership of all content you upload to ArQonnect (knowledge-base documents, FAQs, persona prompts, message templates) and of all messages exchanged through your channel connections ("Customer Data"). You grant us a worldwide, non-exclusive, royalty-free license to host, transmit, process and display Customer Data solely as necessary to provide the service.

How we handle Customer Data as a data processor under GDPR is described in our Privacy Policy and our Data Processing Agreement.

8. Service availability

We operate the service with commercially reasonable care and aim for high availability of the dashboard and webhook ingestion. Any contractual uptime percentage, service credits, or RTO/RPO figures apply only if stated in a signed enterprise MSA or SLA. Scheduled maintenance is announced in advance whenever possible. We do not guarantee Meta, WhatsApp, Instagram, Messenger, or third-party LLM availability.

9. Suspension & termination

• Either party may terminate at any time. You can self-cancel from the dashboard. We may terminate on 30 days' notice for convenience or immediately for cause (AUP violation, non-payment longer than 14 days, security risk, fraud).
• Upon termination: your access ends, we delete your data within 30 days unless retention is required by law, and any unpaid fees become immediately due.

10. Disclaimers

The service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement. AI-generated responses may be inaccurate; you remain responsible for reviewing replies before they are sent in regulated industries (medical, legal, financial, etc.).

11. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential or punitive damages, or loss of profits, revenue, data or goodwill. Our aggregate liability arising out of or related to these Terms will not exceed the fees you paid us in the twelve (12) months preceding the claim.

12. Indemnification

You will defend and indemnify ArQonnect against any third-party claim arising from your Customer Data, your violation of the AUP, or your violation of applicable law (including data protection and anti-spam laws).

13. Governing law & disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan, without regard to its conflict-of-laws principles. Any dispute will be resolved in the courts of Lahore, Pakistan, except that either party may seek injunctive relief in any court of competent jurisdiction. Where you are an EU/UK consumer, mandatory local consumer-protection rights also apply.

14. Changes to these Terms

We may update these Terms from time to time. Material changes will be announced on this page and notified to account owners by email at least 30 days in advance.

15. Contact

Questions about these Terms: Compliance@arqonnect.io. Postal mail to ArQonnect, Lahore, Pakistan.