Terms & Conditions

01About these terms

These Terms & Conditions ("Terms") form a binding agreement between you and Royal IT Park Services, the legal entity that manages and operates the MessageGrid platform ("MessageGrid", "we", "us", "Royal IT Park Services"). They apply to our website messagegrid.co.in, the MessageGrid dashboard, our APIs and SDKs, and any onboarding, setup or support we provide (together, the "Services").

By creating an account, signing an order form, paying an invoice or using the Services, you agree to these Terms. If you accept on behalf of a business, you confirm you are authorised to bind that business, and "you" means that business.

02Key definitions

• WhatsApp Business API or WABA — the WhatsApp Business Platform provided by Meta Platforms, Inc. and its affiliates ("Meta"), which MessageGrid lets you access as a WhatsApp Business Tech Providerr.
• Customer Data — contact lists, messages, templates, media and other content you or your end-users send through the Services.
• End-users — the people you message on WhatsApp, email or SMS.
• Plan — the subscription you choose (for example Starter or Business) and its billing period.
• Meta Fees — the per-message charges Meta sets for WhatsApp messages, by category and country.

03Eligibility & your account

• You must be a business or professional user, at least 18 years old, and able to enter a contract under Indian law.
• Give accurate business details. Meta verification relies on them, and false details can lead to rejection or suspension.
• Keep your login details and API keys secure. You are responsible for activity under your account and your team members' access.
• Tell us immediately at hello@messagegrid.co.in if you suspect unauthorised access.

04Our services

MessageGrid provides a dashboard and APIs to send and receive WhatsApp messages through the WhatsApp Business API platforms API, along with campaigns, bulk CSV messaging, segmentation, AI chatbot flows, a shared team inbox, template management, integrations, analytics, and email and SMS channels where included in your Plan.

Setup support includes creating your WhatsApp Business Account, guiding Meta Business verification, display-name submission, template drafting and API connection. Timelines such as "live in as little as 48 hours" are typical, not guaranteed, because they depend on Meta's reviews and on you providing the documents we ask for.

We may improve, change or retire features. If a change materially reduces a paid feature you rely on, we will tell you in advance.

05WhatsApp Business API & Meta policies

Your use of WhatsApp through MessageGrid is also subject to Meta's terms, including the WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy, WhatsApp Commerce Policy and Meta's pricing terms, as updated by Meta from time to time. You agree to comply with them.

• Meta alone decides on business verification, display names, official business account or verified badges, template approvals, messaging limits and quality ratings. We will help you, but we cannot guarantee any Meta decision.
• Meta may restrict, flag or ban a phone number or account for policy breaches or low quality. MessageGrid is not responsible for Meta's enforcement actions, but we will help you understand and appeal them where possible.
• Meta may change its fees, categories and rules. Changes to Meta Fees apply from the date Meta sets.

06Your responsibilities & opt-in

• Consent: only message End-users who have given clear opt-in consent to hear from your business on WhatsApp (and on email or SMS where you use them). Keep records of that consent.
• Opt-outs: honour unsubscribe requests promptly. MessageGrid's opt-out tools help, but compliance is your responsibility.
• Content: you are responsible for your templates, messages, media, chatbot answers and offers, and for making sure they are accurate and lawful.
• Laws: comply with applicable laws, including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, consumer protection law, and TRAI rules for SMS where relevant.

07Acceptable use

You must not use the Services to:

• send spam, unsolicited bulk messages, or messages to purchased, scraped or rented contact lists;
• promote products or services that Meta's Commerce Policy prohibits, or anything illegal, fraudulent, deceptive, hateful, harassing or sexually explicit;
• impersonate another person or brand, or phish for passwords, OTPs or payment details;
• send malware, attempt to break into our systems, overload them, or reverse engineer the Services;
• resell or white-label the Services without a written partner agreement with us.

We may pause campaigns or suspend accounts that put our platform, other customers or our standing with Meta at risk. Where possible we will warn you first and give you a chance to fix the problem.

08Free demo & onboarding

• MessageGrid does not offer free trials. Access to the Services starts only after the applicable Plan fee and any platform or setup fee have been paid.
• Before paying, you can book a free demo, where our team shows you the Services working with your use case. A demo does not create a paid account or any obligation for you.
• After payment, our team begins onboarding, including your WhatsApp Business Account setup and Meta business verification.

09Plans, billing & taxes

• Seller & invoicing: MessageGrid is managed by Royal IT Park Services. Invoices are issued, and payments are received, in the name of Royal IT Park Services.
• Online payments: online payments are processed through our payment gateway, CCAvenue, using the payment methods it offers (such as cards, net banking and UPI). Payment is subject to CCAvenue's and your bank's terms. We do not store your full card or UPI credentials. A payment is complete only when CCAvenue confirms it and it is credited to Royal IT Park Services; if money is debited but the payment fails, contact us at hello@messagegrid.co.in with the transaction reference and we will help you reconcile it with CCAvenue and your bank.
• Advance billing: Plan fees are billed in advance for the chosen period (monthly, quarterly or yearly) and are due on the invoice date.
• Taxes: all prices exclude GST and other applicable taxes, which are added to your invoice.
• Message charges: charged separately from Plan fees, at MessageGrid’s published per-message rates. They are usually drawn from a prepaid message balance in your account.
• Price changes: we will give at least 30 days' notice before changing Plan prices. New prices apply from your next renewal.
• Late payment: if an invoice remains unpaid 7 days after its due date, we may pause sending until it is paid. We will remind you before doing so.

10Renewal, cancellation & notice period

Plans renew automatically for the same billing period unless you give notice as set out below.

• One-month notice is mandatory. To cancel, terminate or not renew your Plan, you must send written notice by email to hello@messagegrid.co.in from your registered email address, at least one (1) month (30 days) before your renewal date or the date you want the termination to take effect.
• Notice given only by phone call, WhatsApp, chat, social media or in person is not valid notice. We will confirm your notice by email.
• If your notice reaches us less than one month before your renewal date, your Plan renews for the next billing period, the fee for that period is payable, and the termination takes effect at the end of that period.
• Your Plan stays active until the termination takes effect. All amounts due up to that date, including used credits and Meta message fees, must be paid in full.
• All payments are final and non-refundable, as set out in our Refund Policy.

If you want to move your number to another provider, we will support the migration and disable two-step verification on request once outstanding invoices are settled.

11Support & service availability

Support is available Monday to Saturday, 9:30 AM to 7:00 PM IST, by phone, WhatsApp and email. Business Plan customers receive priority handling.

We work to keep the Services available and fast, but we do not guarantee uninterrupted service. Delivery also depends on Meta, mobile networks, email providers and End-users' devices, which are outside our control. Planned maintenance will be announced in advance where practical.

12Data, privacy & confidentiality

You own your Customer Data. For Customer Data, we act as your data processor under the Digital Personal Data Protection Act, 2023 and process it only to provide the Services and as you instruct. Our Privacy Policy explains how we handle personal data.

Each party will keep the other's non-public business information confidential and use it only for this agreement.

13Intellectual property

MessageGrid, its software, design, documentation and brand belong to us or our licensors. We grant you a limited, non-exclusive, non-transferable right to use the Services during your Plan.

You grant us the rights needed to host, process and transmit your Customer Data to provide the Services. Feedback you give us may be used to improve the Services without obligation to you.

Meta, WhatsApp and Facebook are trademarks of Meta Platforms, Inc. Other product names are trademarks of their respective owners.

14Third-party services

Integrations such as CRMs, e-commerce platforms and email providers, and our payment gateway CCAvenue, are governed by their own terms. We are not responsible for third-party services, their availability or how they handle data you choose to share with them.

15Suspension & termination

You may terminate only by giving one month's written notice by email, as set out in section 10. We may suspend or terminate your access if you materially breach these Terms, fail to pay, or if Meta requires it. Where the breach can be fixed, we will give you notice and a reasonable time to fix it first.

After termination, you can request an export of your contacts and campaign history within 30 days. After that, we will delete Customer Data unless the law requires us to keep it.

16Disclaimers

Apart from what these Terms expressly promise, the Services are provided "as is" and "as available". We do not promise specific business results such as sales, read rates or reply rates.

17Limitation of liability

To the extent permitted by law, neither party is liable for indirect, incidental, special or consequential losses, or for loss of profits, revenue or goodwill.

Our total liability arising out of or relating to the Services in any 12-month period is limited to the Plan fees you paid to MessageGrid in the 3 months before the event giving rise to the claim. Meta Fees are not included in this amount. These limits do not apply to liability that cannot be limited by law, or to fraud.

18Indemnity

You will indemnify MessageGrid against third-party claims, penalties and costs arising from your Customer Data, your messages, messaging people without valid consent, or your breach of these Terms or Meta's policies.

19Governing law & disputes

These Terms are governed by the laws of India. We will first try to resolve any dispute through good-faith discussion for 30 days. If it is not resolved, it will be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, with the seat and venue in Hyderabad, Telangana, conducted in English. Subject to this, courts in Hyderabad, Telangana have exclusive jurisdiction.

20Changes to these terms

We may update these Terms to reflect changes in the law, Meta's policies or our Services. For material changes, we will notify you by email or in the dashboard at least 15 days before they take effect. Continuing to use the Services after that date means you accept the updated Terms.

21Contact & grievance officer

For questions about these Terms, or to raise a grievance under the Information Technology Act, 2000 and its rules, contact our Grievance Officer. We acknowledge complaints within 24 hours and aim to resolve them within 15 days.