Terms of Service

These Terms of Service ("Terms") are an agreement between you and Social Agent ("Social Agent", "we", "us"). They apply to the Social Agent website at socialagent.space, the Social Agent web application, the Social Agent API and every related service (together, the "Service"). By creating an account, connecting a channel or using the Service, you accept these Terms. If you use the Service on behalf of an organisation, you confirm that you may bind that organisation, and "you" means the organisation.

If you do not agree to these Terms, do not use the Service.

1. Who can use Social Agent

• You must be at least 18 years old and able to enter into a binding contract.
• The Service is built for businesses and organisations. If you are a consumer as defined in the Consumer Protection Act 68 of 2008, nothing in these Terms limits the rights that law gives you.
• You may not use the Service if a law that applies to you prohibits it, or if we have previously suspended your account for a breach of these Terms.

2. Your account and workspace

• Registration. You sign up with accurate, complete details and keep them up to date.
• Workspaces. Your account belongs to a workspace (organisation). The workspace owner controls who is invited, which roles people have (owner, admin or member) and which integrations each person may use. The owner is responsible for everything done in the workspace.
• Sign-in security. Keep your password and any sign-in method private, use a strong password and tell us at once at [email protected] if you suspect that someone has accessed your account without permission. You are responsible for activity in your account unless it results from our own failure.
• One workspace, one tenant. Workspace data is kept separate from every other customer's data. Do not try to access a workspace you are not a member of.

3. What the Service does

Social Agent connects the channels where your customers talk to you with the systems where work gets done. Depending on your plan, the Service includes:

• AI agent and chat: an assistant that answers questions, drafts content and uses tools on your behalf inside the permissions you set.
• WhatsApp: a shared inbox, contacts, consent and opt-out records, message templates, broadcasts and campaigns, sent through the WhatsApp Business Platform using Meta directly or a WhatsApp provider you choose.
• Social media: publishing, scheduling, approvals, a content calendar, native post sync and analytics for connected accounts such as Facebook, Instagram, X, LinkedIn, TikTok and YouTube, and read access to advertising insights where you grant it.
• Workflows: drag-and-drop automations with triggers (including public workflow URLs), HTTP requests, data transforms, loops, AI steps, approvals and messaging steps, with run history and an activity log.
• Integrations: connections to email, databases, servers over SSH, HTTP APIs and other systems that you configure.
• Developer tools: API keys, a public API, webhooks, an event log and usage metrics.

We improve the Service continuously. Features may change, and we may add or remove features. If we remove a material paid feature, we will tell you in advance where we reasonably can.

4. Connected channels and third-party platforms

When you connect a social media account, a WhatsApp Business account, an advertising account or another third-party service, you authorise us to access and act on that account as the Service needs to, within the scopes you approve.

• You must hold the rights to every account you connect and keep your use in line with that platform's rules, including the Meta Platform Terms, the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy and Commerce Policy, the X Developer Agreement, the LinkedIn User Agreement, the TikTok Terms of Service, the YouTube Terms of Service and the Google Privacy Policy, as they apply to you.
• Third-party platforms decide what their APIs allow, can change them at any time and may limit, suspend or ban accounts. We are not responsible for their decisions, outages, fees or changes, and a change on their side may affect a feature of the Service.
• Fees charged by Meta or your WhatsApp provider for conversations and messages are billed by them under your agreement with them, unless your Social Agent plan states otherwise.
• You can disconnect an account at any time in the app. You can also revoke our access in the platform's own settings.

5. Messaging, marketing and consent

You are responsible for the messages you send through the Service, including those sent by workflows, campaigns and the AI agent. In particular, you must:

• have a lawful basis to message every contact and, for direct marketing, the consent that the Protection of Personal Information Act 4 of 2013 ("POPIA") section 69, the Electronic Communications and Transactions Act 25 of 2002 and Meta's policies require;
• identify your business in your messages and honour every opt-out request promptly (the Service records opt-outs and automatically suppresses opted-out contacts from broadcasts and automations; do not work around this);
• use approved WhatsApp message templates where Meta requires them, and not send spam, bulk unsolicited messages or content that breaches the platform's policies;
• keep contact lists accurate and import only personal information you are allowed to use.

We may pause a campaign, a workflow or a connected number if we reasonably believe it breaches this section, harms the quality rating of a number or puts the Service at risk. We will tell you what happened and why.

6. AI features

• Review before you rely on it. AI output can be inaccurate, incomplete or inappropriate for your situation. Check drafts, replies and summaries before you send or act on them, and use approval steps where the stakes are high.
• You stay in charge. The agent acts only through the tools, integrations and permissions you enable, and actions that you mark as needing approval wait for a person to approve them.
• Model providers. AI features are powered by third-party language model providers. To produce a response, we send them the content needed for that request, such as the message, instructions and relevant context. We never send them your stored passwords, tokens or keys.
• Training. We do not use your workspace content to train AI models.
• Your responsibility. You are responsible for the content you publish or send, whether a person or the AI wrote it.

7. Workflows, integrations and system access

Some integrations let the Service read and change your own systems, for example running database queries, calling APIs or executing commands on a server over SSH.

• Only connect systems you are authorised to connect, and give each integration the least access it needs, such as a read-only database user or a restricted server account.
• You decide what workflows and the agent may do. Use the permission, command policy and approval settings to limit risky actions.
• Credentials you store are encrypted at rest, used on our servers only when a step runs and never shown to the AI, the browser or logs.
• You are responsible for the effect of workflows, queries and commands that you or your team configure or approve. Test changes before you publish a workflow.
• Public workflow URLs and webhooks can be called by anyone who has the address. Keep them private and use the signing or API key options we provide.

8. Developer API

• API keys are secret. Store them securely, do not embed them in public code and rotate a key immediately if it may have been exposed.
• Keep within the rate limits and fair use limits of your plan. We may throttle or block traffic that threatens the stability of the Service.
• We may change or retire API versions. Where a change breaks existing integrations, we will give reasonable notice unless a security or legal issue requires faster action.

9. Acceptable use

You must not use the Service to:

• break any law or regulation, or help anyone else do so;
• send spam or unsolicited bulk messages, or message people who have opted out;
• infringe anyone's intellectual property, privacy or other rights;
• distribute malware, phishing, or content that is fraudulent, deceptive, defamatory, hateful, harassing, sexually exploitative or violent;
• impersonate a person or organisation or misrepresent your affiliation;
• gain unauthorised access to the Service, another workspace or any third-party system, or probe, scan or test the vulnerability of the Service without our written permission;
• interfere with the Service, overload it, or get around usage limits, permissions or security controls;
• scrape the Service, copy it, or reverse engineer it except where the law allows this despite this restriction;
• resell the Service without a written agreement with us.

10. Your content and data

• You own your content. You keep all rights in the content, contacts, messages, files and data that you or your connected channels bring into the Service ("Customer Content").
• Licence to us. You give us a limited, worldwide licence to host, store, copy, process, transmit and display Customer Content only as needed to provide, secure and support the Service for you.
• Our role under POPIA. For Customer Content that contains personal information of your customers, contacts or staff, you are the responsible party and we act as your operator. We process that information only on your instructions as expressed through your use of the Service, keep it secure and confidential, and notify you without undue delay if we become aware of a security compromise affecting it. Our Privacy Policy explains how we handle personal information.
• Export and deletion. You can export or delete data in the app, erase individual contacts, and ask us to delete your workspace. When a workspace is deleted, we delete or anonymise its data within a reasonable period, except where we must keep information to meet a legal obligation or to honour opt-outs.

11. Plans, trials and billing

• Free plan. The Free plan is free, with the features and limits shown on our plans page. We may change those limits with notice.
• Paid plans and trials. Paid plans are billed per seat, monthly or annually in advance, plus any usage-based charges your plan describes. If you start a free trial, we tell you when it ends. Your plan changes to the paid plan you chose only if you have added a payment method, otherwise the workspace returns to the Free plan.
• Payments. Payments are processed by our payment providers. We work with multiple local and international providers, configured to suit the plan and the client. We do not store full card numbers.
• Price changes. We give at least 30 days' notice of a price increase, which applies from your next billing period.
• Cancellation. You can cancel at any time in the billing settings. Cancellation takes effect at the end of the current billing period. Except where the law requires otherwise, fees already paid are not refunded.
• Late payment. If a payment fails, we will let you know and may downgrade or suspend paid features until it is paid.
• Taxes. Prices exclude VAT and other taxes unless stated otherwise.

12. Suspension and termination

• You may stop using the Service and close your workspace at any time.
• We may suspend or end your access if you materially breach these Terms, if your use creates a security, legal or platform risk, or if the law requires it. Where it is reasonable, we will warn you first and give you a chance to fix the problem.
• When your access ends, the licence in section 10 ends, except for the time we need to finish deleting data. Sections that by their nature should survive, including 10, 13, 14, 15 and 17, continue to apply.

13. Intellectual property and feedback

The Service, including its software, design, text, graphics and trademarks, belongs to us or our licensors and is protected by law. These Terms give you a right to use the Service, not ownership of it. If you send us suggestions or feedback, we may use them without any obligation to you.

14. Availability and support

We work hard to keep the Service available and secure, with monitored infrastructure, backups and tested recovery procedures. We do not promise that the Service will always be uninterrupted or error free, and we may carry out maintenance, which we try to schedule outside business hours. Service levels apply only where agreed in a signed order or agreement. Support is available at [email protected].

15. Disclaimers, liability and indemnity

• Disclaimer. To the extent the law allows, the Service is provided "as is" and "as available", without warranties of any kind, whether express or implied, including fitness for a particular purpose, and without a warranty that AI output is accurate.
• Limit on our liability. To the extent the law allows, we are not liable for indirect, incidental, special or consequential loss, or for lost profits, revenue, data or goodwill. Our total liability for all claims relating to the Service is limited to the fees you paid us in the 12 months before the claim arose, or R1,000 if you use only the Free plan.
• Exceptions. Nothing in these Terms excludes liability that cannot be excluded by law, including liability for gross negligence or wilful misconduct.
• Indemnity. You will defend and indemnify us against third-party claims arising from your Customer Content, the messages you send, your connected accounts or your breach of these Terms or the law.

16. Changes to these Terms

We may update these Terms as the Service or the law changes. For material changes, we will tell you by email or in the app at least 14 days before they take effect, unless a change is required sooner by law or for security. If you keep using the Service after the changes take effect, you accept them. If you do not agree, you may close your workspace before then.

17. Governing law and disputes

These Terms are governed by the laws of the Republic of South Africa. Before starting formal proceedings, both sides will try in good faith to resolve a dispute by talking to each other. If that fails, the courts of South Africa have jurisdiction.

18. General

• These Terms, together with any order form or agreement we sign with you and the Privacy Policy, are the entire agreement between us about the Service.
• If a provision is found unenforceable, the rest of these Terms remain in effect.
• Not enforcing a right straight away does not mean we have waived it.
• You may not transfer your rights under these Terms without our consent. We may transfer ours to a successor to our business.
• We are not responsible for delays caused by events outside our reasonable control, such as outages of third-party platforms, power or network failures, or natural disasters.

19. Contact us

Questions about these Terms: [email protected]. Privacy questions: [email protected].