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Terms of Service

Last updated: March 19, 2026

1. Acceptance of Terms

By accessing or using Kaanha AI ("the Service"), you agree to be bound by these Terms of Service. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these terms.

2. Service Description

Kaanha AI is a multi-tenant SaaS platform that provides WhatsApp Business CRM capabilities using the official Meta WhatsApp Cloud API. The Service includes messaging, contact management, template management, broadcast campaigns, AI chatbot automation, analytics, and team collaboration tools.

3. WhatsApp Business Policy Compliance

You agree to comply with all applicable Meta/WhatsApp policies, including:

  • Opt-in Requirement: You must obtain explicit consent from contacts before sending them messages. Unsolicited messaging (spam) is strictly prohibited.
  • Opt-out Compliance: You must honor all opt-out requests immediately. Our platform automatically processes STOP/UNSUBSCRIBE keywords.
  • Template Compliance: Broadcast messages must use Meta-approved templates. You are responsible for ensuring template content complies with Meta policies.
  • Prohibited Content: You must not send messages containing hate speech, violence, adult content, misleading information, or any content prohibited by WhatsApp Business Policy.
  • 24-Hour Messaging Window: Free-form messages can only be sent within 24 hours of the contact's last message. Outside this window, only approved template messages may be sent.

4. AI Chatbot Usage

  • AI chatbot responses are generated by third-party AI providers and are not reviewed by Kaanha AI before delivery.
  • You are responsible for configuring appropriate system prompts and monitoring AI agent behavior.
  • All AI interactions include a mandatory disclosure message sent before the first AI response, informing the contact they are chatting with an AI assistant.
  • Human Escalation Guarantee: Your contacts can type HUMAN, AGENT, PERSON, or similar keywords at any time during an AI conversation to instantly connect with a human agent. This functionality cannot be disabled.
  • AI responses are filtered for prohibited content categories (medical advice, financial recommendations, violence, adult content). Responses matching prohibited patterns are automatically replaced with a safe fallback message and a human handoff.
  • Contact Consent: Only contacts who have explicitly opted in to receive messages will be exposed to AI chatbot conversations. You must not use AI chatbots to contact individuals who have not consented.
  • Data Responsibility: When AI chatbots are enabled, contact data (names, phone numbers, tags) and message content are sent to the third-party AI provider you configure. You must ensure this complies with your privacy obligations to those contacts and with any applicable data processing agreements.
  • Task-Specific AI Requirement: Per Meta WhatsApp Business Policy (January 2026), AI agents must be configured to perform a specific business task such as customer support, FAQ, order tracking, or appointment booking. General-purpose AI assistants are not permitted. Each AI agent must be assigned a business task category upon creation.
  • AI Incidental to Business Service: AI chatbot functionality is provided as a tool incidental and ancillary to your legitimate business service on WhatsApp. The AI must not be the primary purpose of your WhatsApp Business presence.

5. Account Responsibilities

  • You are responsible for maintaining the security of your account credentials, passwords, and API keys.
  • You must not share your account or API keys with unauthorized individuals.
  • You are responsible for all activity under your account, including actions taken via API keys.
  • Compromised API keys must be reported and rotated immediately. You can revoke and regenerate API keys from your Settings page.
  • You must promptly notify us of any unauthorized access to your account.

6. Usage Limits and Billing

Your subscription plan determines your usage limits (contacts, messages, AI agents, team members). Exceeding plan limits may result in temporary service restrictions. Billing is processed through your selected payment provider (Razorpay, Stripe, or PayPal) based on your region.

7. Prohibited Uses

You must not use the Service to:

  • Send unsolicited bulk messages (spam).
  • Harass, threaten, or abuse any person.
  • Distribute malware, phishing, or fraudulent content.
  • Violate any applicable laws or regulations.
  • Attempt to circumvent rate limits, usage restrictions, or security measures.
  • Resell or sublicense the Service without authorization.

8. Termination

We may suspend or terminate your account if you violate these terms, Meta/WhatsApp policies, or applicable laws. You may cancel your subscription at any time from the Billing page. Upon termination, your data will be retained for the configured retention period and then deleted.

9. Limitation of Liability

Kaanha AI is provided "as is" without warranty of any kind. We are not liable for any indirect, incidental, or consequential damages arising from your use of the Service, including but not limited to message delivery failures, API downtime, or actions taken by Meta/WhatsApp on your account.

10. Contact

For questions about these terms, contact us at legal@kaanha.ai.