Terms of Service

SnopDesk AI operates the Service. The precise registered legal entity name and address for these Terms are pending confirmation — see docs/legal-review-required.md — and will be added here before these Terms are treated as final for production use.

• You must be at least 18 and able to form a binding contract.
• You must have the authority to bind the business you register a workspace for.
• If you connect a WhatsApp Business Account, you must have the authority to connect that Meta business, WABA, and phone number — see §6.

• You are responsible for account credentials and all activity under your workspace.
• Information you provide must be accurate and kept up to date.
• Notify us promptly of any unauthorized use of your account.

A workspace may have multiple team members with different roles (for example, owner, admin, agent). Owners and admins can invite, remove, and configure permissions for team members. You are responsible for who you grant access to your workspace, including access to connected WhatsApp lines, customer data, and billing.

SnopDesk is a software-as-a-service (SaaS) platform that integrates with the WhatsApp Business Platform to help merchants manage WhatsApp conversations, automate order confirmations, and assist support teams with AI-generated drafts. SnopDesk is not a WhatsApp application published by Meta — it is an independent service that connects to WhatsApp through Meta's official Cloud API (via Embedded Signup) or, for some existing workspaces during migration, a legacy linked-device connection (§7). Features depend on your plan, connected integrations (Shopify, YouCan, WhatsApp), and configuration.

• You must have the authority to connect the relevant Meta business, WhatsApp Business Account, and phone number — SnopDesk relies on your representation of that authority when you complete Embedded Signup.
• You — not SnopDesk — are responsible for obtaining any customer consent or opt-in required before messaging them (§9).
• You must comply with the WhatsApp Business Terms, WhatsApp Business Messaging Policy, Meta's platform terms, and applicable law.
• You may not send spam, deceptive, unlawful, or otherwise prohibited messages through the Service.
• SnopDesk may suspend WhatsApp functionality on your workspace to protect the platform, other merchants, or to comply with a requirement from Meta.
• Meta independently decides whether to approve message templates, restrict messaging, lower rate limits, disable phone numbers, or change platform functionality — SnopDesk does not control those decisions and does not guarantee uninterrupted access to WhatsApp.
• SnopDesk does not own your WhatsApp Business Account or phone number; you authorize SnopDesk to act on your behalf within the scope you grant during Embedded Signup, and you may revoke that authorization at any time.

For some existing workspaces, SnopDesk continues to support a legacy connection method that links to WhatsApp the same way the WhatsApp Web/linked-devices feature does, rather than through Meta's official Cloud API. This legacy method is not an integration published or endorsed by Meta or WhatsApp, may have different reliability characteristics than the official Cloud API, and may be more exposed to changes Meta makes to WhatsApp Web/linked-device behavior without notice. We recommend connecting through the official WhatsApp Business Platform (§6) where available for your workspace. SnopDesk may retire the legacy method in the future.

• You must have lawful grounds to message customers on WhatsApp (consent, prior contact, or other applicable rules).
• SnopDesk is not a bulk or unsolicited messaging tool. You must comply with WhatsApp Business policies, Meta terms, and local telecom/marketing laws.
• You are responsible for content sent from your workspace, including AI-assisted replies you approve or auto-send.
• You must maintain accurate knowledge-base and agent settings; AI outputs may require human review.

You are responsible for obtaining and documenting any consent or opt-in required by WhatsApp policy or applicable law before messaging a customer, and for honoring opt-out requests. SnopDesk provides tools to support these workflows but does not verify the lawfulness of your specific messaging practices.

WhatsApp restricts free-form business replies to a limited service window after a customer's last message; outside that window, only Meta-approved message templates can be sent. Template approval, rejection, and enforcement of the service window are decided by Meta, not SnopDesk.

• AI output may be incomplete, inaccurate, or inappropriate for a given situation.
• You must review and configure automation (auto-reply thresholds, auto-order-confirmation, and similar features) appropriately for your business.
• You remain responsible for messages sent through your workspace, whether drafted by a human or sent automatically by your configuration.
• SnopDesk's AI features are not legal, medical, financial, or other professional advice.
• Use human review for sensitive or high-impact communications.
• You must not use the Service to make unlawful automated decisions about individuals.
• SnopDesk may impose safeguards, rate limits, or disable automated features on a workspace we reasonably believe is being misused.

Connecting Shopify, YouCan, delivery carriers, or other third-party services is subject to their own terms. You authorize SnopDesk to access data you permit via OAuth or API credentials solely to provide the Service. You may disconnect integrations at any time.

Paid plans, limits, and pricing are shown at signup or in your billing settings. Subscriptions are billed through Stripe and, unless stated otherwise at checkout, renew automatically for successive billing periods until cancelled. Plan changes (upgrades/downgrades) may be prorated for the current billing period as shown to you before you confirm the change. Taxes may apply depending on your billing location.

If a free trial is offered, it converts to a paid plan at the end of the trial unless you cancel before the trial ends, as described at signup. You can cancel your subscription from your billing settings.

Refund policy pending confirmation: SnopDesk's specific refund policy (whether fees are refundable, in whole or in part, under what circumstances, and exactly when a cancellation takes effect relative to the current billing period) has not yet been finalized as of this document's effective date. This is flagged as a blocking item in docs/legal-review-required.md. Until that policy is confirmed and this section updated, treat fees as non-refundable except where required by law, and contact contact@snopdesk.com with any billing question.

Plans may include limits (for example, on messages, workspace lines, or team members). We may apply reasonable fair-use limits to prevent abuse that would degrade the Service for other merchants.

The Service integrates with third-party platforms, including Meta/WhatsApp, Shopify, YouCan, Stripe, AI providers, and delivery carriers you configure. We are not responsible for those platforms' acts, omissions, downtime, or policy changes. See §14 of the Subprocessor list for how we categorize each one.

Where SnopDesk processes your end-customer data as your processor, we do so only on your documented instructions as described in the Data Processing Agreement, except where otherwise required by law.

Our handling of personal data is described in the Privacy Policy. Where applicable law requires a data processing agreement between us, the terms at /data-processing-agreement are incorporated into these Terms by reference and apply to our processing of your end-customer data.

We own the Service, software, and branding. You retain ownership of your content. You grant us a limited license to host, process, and transmit your content to operate the Service.

If you send us feedback or suggestions about the Service, you grant us the right to use them without restriction or obligation to you.

Each party will protect the other's confidential information with reasonable care and use it only to perform under these Terms, except for information that is public, independently developed, or required to be disclosed by law.

Use of the Service is also governed by our Acceptable Use Policy, which is incorporated into these Terms by reference. We may suspend or terminate accounts that violate it.

We may suspend access to the Service or a specific feature (including WhatsApp functionality) where we reasonably believe suspension is necessary to prevent harm, address a security risk, comply with a legal or Meta platform requirement, or address a material breach of these Terms, generally with notice where practical.

You may stop using the Service and cancel your subscription at any time. We may suspend or terminate access for breach, risk, or discontinuation of the Service. Upon termination, your right to use the Service ends; sections that by nature should survive will remain in effect.

SnopDesk currently supports exporting your orders and refunds as CSV from the dashboard. Broader workspace data export and self-service account deletion are not yet available as in-product self-service features; to request export of other workspace data or deletion of your account, email contact@snopdesk.com. Requests are handled subject to the retention obligations described in the Privacy Policy §16.

We may modify, add, or remove features over time. We will try to give reasonable notice of material changes that reduce functionality you rely on.

We do not guarantee uninterrupted or error-free operation of the Service, guaranteed uptime, or guaranteed WhatsApp message delivery — WhatsApp/Meta availability and enforcement decisions are outside our control (§6). Support is provided as described in your plan or at contact@snopdesk.com; we do not commit to a specific guaranteed response time.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WHATSAPP, META, SHOPIFY, YOUCAN, AI PROVIDERS, AND OTHER THIRD-PARTY SERVICES MAY CHANGE OR BECOME UNAVAILABLE WITHOUT NOTICE, AND WE DO NOT GUARANTEE AI OUTPUT ACCURACY OR THAT ANY WHATSAPP ACCOUNT WILL BE APPROVED, MAINTAINED, OR UNRESTRICTED BY META.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SNOPDESK AND ITS SUPPLIERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL. OUR TOTAL LIABILITY FOR ANY CLAIM ARISING FROM THE SERVICE IS LIMITED TO THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED US DOLLARS (USD $100), WHICHEVER IS GREATER.

You will defend and indemnify SnopDesk against claims arising from your content, messaging practices, or breach of these Terms, except where caused by our gross negligence or willful misconduct.

These Terms are governed by the laws of Morocco, without regard to conflict-of-law rules, except where mandatory consumer protections in your country apply. Disputes will be resolved in the courts of competent jurisdiction in Morocco unless otherwise required by law.

Pending confirmation: whether this governing law and venue reflects the actual domicile of the legal entity operating SnopDesk, and whether arbitration or another dispute-resolution mechanism should apply instead, is flagged in docs/legal-review-required.md for owner and counsel confirmation.

We may update these Terms. Continued use after the effective date constitutes acceptance. Material changes will be notified via the Service or email where appropriate.

Questions about these Terms: contact@snopdesk.com.