Terms of Service

These terms are an agreement between Squarebox Cloud ("Squarebox", "we", "us") and the business that uses our service ("you", "the customer"). They apply when you accept a proposal or order form from us, create an account, or use global.squarebox.cloud and the Squarebox application.

Your proposal or order form sets out the commercial details: which use cases and markets are included, the per-message rates, the infrastructure fee, the currency and the term. Where it says something different from these terms, it wins on the points it covers, and these terms fill in the rest.

If you are accepting these terms on behalf of a company, you confirm you are authorised to bind it.

Squarebox provides WhatsApp Business messaging infrastructure. Depending on your order form it includes WhatsApp Business Platform numbers, an AI agent that answers from content you supply, a shared inbox, marketing, utility and authentication templates, booking and payment flows, integrations, contact management, analytics, and supporting infrastructure such as message queuing, retries, webhook handling and rate-limit management.

The service runs on the official WhatsApp Business Platform operated by Meta. We are not Meta, we do not control WhatsApp, and the availability, pricing, policies and feature set of WhatsApp are Meta's decisions, not ours.

We also perform setup work: Meta Business verification, number provisioning or migration, template submission, configuration of your flows, and onboarding for your team. Where we act for you with Meta, you authorise us to submit information on your behalf.

You must be a business or other legal entity, or an individual aged 18 or over acting for a business, to use Squarebox. You are responsible for the accuracy of the information you give us during signup and verification.

You are responsible for everything done under your account, including by your team members and by any automation you configure. Keep credentials confidential, use unique passwords, and tell us promptly if you suspect unauthorised access so we can help you contain it.

You control who you invite and what role they hold. Removing someone from your team is your responsibility, not ours.

Our fees have two parts, both set out in your order form: per-message charges for messages sent through your account, and a recurring infrastructure fee for the platform, AI, integrations and support. Any one-off setup or integration work is also stated there.

Fees are invoiced in the currency stated in your order form. The infrastructure fee is invoiced in advance for each billing period, and per-message charges are invoiced in arrears based on the messages actually delivered. Fees exclude VAT and other applicable taxes, which are added where the law requires.

If an invoice remains unpaid 14 days after its due date we may suspend the service, and after 30 days we may terminate it. We will always warn you before suspending anything that would stop messages reaching your customers.

We may revise our rates at the end of a term, or with at least 30 days' written notice if your agreement allows it. If Meta changes its own rates, the per-message charges that depend on them may change from the date Meta's change takes effect, and we will tell you as soon as Meta announces it.

Meta charges for template messages on the WhatsApp Business Platform according to message category and recipient country. Your order form says whether those charges are included in our per-message rate or shown separately.

Meta sets and changes these rates and categories, and decides which category a template falls under. We model the expected cost for your volume before you commit, but we cannot fix or discount Meta's pricing.

You are responsible for the message charges generated by your account, including by automations and campaigns you configure.

Most customers go live within one to three weeks of accepting a proposal. That depends on how quickly you provide content and business documents, on the integrations involved, and on Meta's own verification and template review queues, which we do not control.

We do not treat these timelines as a contractual commitment unless a signed order form says otherwise. What we do commit to is doing our part promptly and telling you honestly where a delay sits.

The platform exists to help you have useful conversations with people who want to hear from you. You agree not to use it for the following.

Using Squarebox means you are also bound by Meta's WhatsApp Business Messaging Policy, WhatsApp Commerce Policy and Business Terms of Service. Those policies govern opt-in requirements, message template content, permitted industries and the quality rating attached to your number.

Breaching them can cause Meta to restrict your messaging limits, reject templates, or disable your number, and Meta can do that without warning us first. We will tell you what we know, help you appeal where an appeal exists, and advise on remediation. We cannot reverse a Meta enforcement decision, and we are not liable for the commercial consequences of one.

Templates you ask us to submit are your content. We will flag anything we expect Meta to reject, but approval is Meta's call.

Your contact lists, message content, media, workflows, templates and AI training material remain yours. We claim no ownership of them and we do not use them to sell to your customers or to train general purpose AI models.

For the personal data of your own customers, you are the controller and we act as your processor (or service provider, under US state laws). You are responsible for collecting valid opt-in before messaging people, for the lawfulness of what you send in each country, and for responding to requests your customers make about their data. We are responsible for processing that data only on your instructions and keeping it secure. Details are in our privacy policy.

We will sign a data processing agreement, including Standard Contractual Clauses where needed, and can support documented retention, deletion and data residency requirements agreed in your order form.

You grant us the limited licence needed to host, transmit, process, back up and display your data for the purpose of providing the service, and no more.

The Squarebox platform, its software, interface, documentation, brand and name remain our property. Your subscription is a right to use the service, not a transfer of ownership, and it does not include a right to copy, modify, decompile or create derivative works from the platform.

Feedback you send us is welcome and we may act on it without owing you anything for it. That does not give us any right to your data or your content.

We will not use your business name or logo as a public reference without your written permission.

Each side will keep the other side's non-public commercial and technical information confidential, use it only for the purposes of this agreement, and protect it with the same care it applies to its own confidential information. This obligation survives the end of the agreement by three years.

It does not apply to information that is already public, is independently developed, or must be disclosed by law, in which case the disclosing party will be told where the law permits.

We run the platform continuously and monitor it, and we work to keep unplanned downtime rare and short. Planned maintenance is scheduled for low-traffic windows and announced in advance where it will be noticeable.

A contractual uptime commitment applies only where your order form includes an SLA. Otherwise we provide the service on a commercially reasonable efforts basis. Downtime caused by Meta, by your own integrations, or by the internet between us is outside our control.

Every customer gets WhatsApp and email support. Response times, named contacts and any dedicated support are set out in your order form.

We may suspend an account, or specific functionality, if we reasonably believe it is being used in breach of section 7 or section 8, if it is creating a security or deliverability risk, if Meta requires it, or if fees are overdue as described in section 4.

Except where immediate action is required to stop harm or comply with a legal or Meta requirement, we will contact you first and give you a chance to fix the problem.

You can end the service as your order form allows, or at the end of any billing period if it sets no minimum term. Per-message charges incurred up to that date remain payable. We do not refund infrastructure fees already paid for the current period, unless the cancellation follows a material failure on our side that we did not fix in reasonable time.

You can export your contacts and conversation history at any point during your subscription and for 30 days afterwards. After that window we delete your data as described in our privacy policy.

If you migrated an existing number to the Business Platform, tell us before cancelling so we can help you move it back or release it properly. A number left in an unmanaged state can be difficult to recover, and that is worth avoiding.

The service is provided as it is and as available. We do not warrant that the platform will be uninterrupted or error free, that AI-generated replies will always be accurate, or that automation will produce any particular commercial result.

The AI agent answers from content you supply and hands conversations to a human when its confidence is low. You are responsible for reviewing what it knows before it goes live and for monitoring conversations afterwards. Do not use it as the sole channel for medical, legal, financial or safety-critical advice.

Nothing in this section limits rights you have under applicable law that cannot be limited by contract.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special or consequential loss, or for lost profits, lost revenue, lost business opportunity, lost goodwill or loss of data, however caused.

Our total aggregate liability arising out of or relating to this agreement is limited to the infrastructure fees you paid us in the 12 months immediately before the event giving rise to the claim, excluding per-message charges attributable to Meta and taxes.

These limits do not apply to your obligation to pay fees, to either party's liability for fraud or wilful misconduct, or to liability that cannot be limited under applicable law.

You will indemnify us against third-party claims, penalties and reasonable legal costs arising from your content, from messages sent through your account, from your breach of section 7 or section 8, or from your failure to obtain valid consent from the people your business messages.

We will indemnify you against third-party claims that the Squarebox platform itself infringes an intellectual property right, provided you tell us promptly and let us handle the defence.

We improve the platform continuously and features change. We will not remove functionality that is material to your use of the service without at least 30 days notice.

When we change these terms we update the date at the top of this page, and for changes that materially affect your rights or obligations we email account holders at least 14 days before they take effect. Continuing to use the service after that date means you accept the revised terms. If you do not, you may cancel without penalty.

Unless your order form names a different governing law and forum, this agreement is governed by the laws of India and the courts at Bengaluru, Karnataka have exclusive jurisdiction. For customers outside India we are happy to agree arbitration or a neutral forum in the order form.

Before starting proceedings, both sides agree to attempt resolution in good faith by escalating the matter to senior personnel for 30 days. Most disagreements are cheaper to solve in a conversation than in a courtroom, and we would prefer the conversation.

Notices, questions and legal correspondence go to hello@squarebox.cloud, addressed to Squarebox Cloud, Bengaluru, Karnataka, India. We will send notices to the email address on your account, so keep it current.

If a clause of these terms is found unenforceable, the rest continues to apply. Neither party may assign this agreement without the other party's consent, except as part of a merger or sale of substantially all of its business.