Terms and Conditions

TickWA is a software platform owned and operated by CRASC Technologies Private Limited, a company incorporated under the Companies Act, 2013, with its registered office at Plot No. 29, Flat No. 401, 4th Floor, Cyberview Residency, Gafoor Nagar, Hyderabad, Telangana 500081, India (CIN: U74999TG2022PTC167210) ("TickWA", "we", "us").

These Terms and Conditions ("Terms"), together with our Privacy Policy, Refund and Cancellation Policy, Acceptable Use Policy, Shipping and Delivery Policy and Cookie Policy, form a binding agreement between us and the business or person that registers an account ("Customer", "you").

This document is an electronic record under the Information Technology Act, 2000 and the rules made under it. It is generated by a computer system and does not need a physical or digital signature. It is published in accordance with Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

By creating an account, clicking to accept, or using the Services, you agree to these Terms. If you do not agree, do not use the Services.

• Services means the TickWA website, web application, APIs and related features, including campaigns, shared inbox, automation, chatbots, forms, AI features, commerce and billing tools.
• Customer Data means data that you or your users upload to or process through the Services, including your contacts, message content, media, templates, form submissions and orders.
• End Users means the people you communicate with through the Services, such as your customers and leads.
• WhatsApp Business Platform means the business messaging products provided by Meta Platforms, Inc. and its affiliates ("Meta"), including the WhatsApp Cloud API.
• Plan means the subscription tier you select, and Wallet means the prepaid balance in your account used to pay message and usage charges.

The Services are meant for businesses and professionals. You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872. If you register on behalf of a company, firm or other organisation, you confirm that you are authorised to bind it to these Terms.

• Give accurate and complete registration, business and billing details, and keep them up to date.
• Keep your password, API keys and two-factor codes confidential. You are responsible for all activity under your account, including activity by team members you invite.
• Tell us immediately at [email protected] if you suspect unauthorised access.

We may refuse registration, or ask for documents to verify your identity or business, where needed for security, legal compliance or to meet Meta's requirements.

TickWA is an independent technology provider. It is not an official Meta or WhatsApp product, and is not affiliated with, sponsored by or endorsed by Meta. WhatsApp is a trademark of its owner.

Messaging through the Services depends on the WhatsApp Business Platform and on upstream providers. You must accept and comply with Meta's terms and policies that apply to you, including the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy.

• Meta decides, at its sole discretion, on business verification, display names, message template approval, quality ratings, messaging limits, the verified badge, and the suspension or banning of numbers and accounts. We do not control and cannot guarantee any of these outcomes.
• Meta or an upstream provider may change its pricing, features, policies or availability at any time. We may change the Services to match, and we will give reasonable notice where we can.
• We are not liable for delays, non-delivery, blocks or losses caused by Meta, telecom operators, upstream providers or the End User's device or network.

• Plans. Paid Plans are billed in advance for each billing period shown at purchase. Plan limits and features are described on our pricing page and inside your account.
• Free trial and free plan. We may offer a free trial or a free Plan with limited features. We may change or withdraw free offers at any time. When a trial ends, paid features stop unless you buy a paid Plan.
• Renewal. Unless you cancel before the end of a billing period, your Plan renews for the same period at the price then in force.
• Price changes. We may change prices by giving at least 15 days' notice by email or in the application. New prices apply from your next billing period.
• Taxes. Fees do not include taxes. Goods and Services Tax (GST) and any other applicable tax is charged in addition, and we issue a tax invoice. Give us your correct GSTIN and billing address if you want to claim input tax credit. If you are required by law to deduct tax at source, you must give us the TDS certificate in time.
• Payments. Payments are handled by third-party payment gateways. We do not store your card, net-banking or UPI credentials.
• Late or failed payment. If a payment fails or is reversed, we may suspend paid features until the amount due is received.

Cancellations and refunds are governed by our Refund and Cancellation Policy.

• Message and conversation charges, and some usage-based features, are deducted from your prepaid Wallet at the rates shown in your account. These rates include charges levied by Meta or upstream providers and our service margin.
• Charges are deducted when a message is submitted for sending, as shown in your account. Messages may not be sent when your Wallet balance is too low.
• Rates can change when Meta or an upstream provider changes its charges. The rate in force at the time a message is sent applies.
• The Wallet is a prepayment for our Services only. It is not a bank account, deposit or payment instrument. It earns no interest, cannot be withdrawn as cash, and cannot be transferred to another person.

You are solely responsible for how you use the Services and for every message you send. In particular, you must:

• obtain and keep proof of valid, specific opt-in consent from each End User before messaging them, and honour opt-out requests promptly;
• make sure your content, templates, campaigns, products and offers are lawful, accurate and not misleading;
• comply with all laws that apply to you, including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, the Consumer Protection Act, 2019, and applicable telecom and advertising regulations;
• comply with our Acceptable Use Policy; and
• hold all licences, registrations and permissions needed for your business and for the goods or services you promote or sell.

• Ownership. You keep all rights in Customer Data. You give us a limited licence to host, process, transmit and display Customer Data only as needed to provide, secure and support the Services.
• Roles. For the personal data of your End Users, you are the Data Fiduciary and we act as your Data Processor under the Digital Personal Data Protection Act, 2023. You decide the purpose and means of processing, and you are responsible for giving notice to, and obtaining valid consent from, your End Users.
• Our commitments. We process Customer Data only on your documented instructions given through the Services and these Terms, keep it confidential, apply reasonable security safeguards, and notify you without undue delay if we become aware of a personal data breach affecting it.
• Sub-processors. You authorise us to use the infrastructure, messaging, payment and AI providers listed in our Privacy Policy to deliver the Services.
• Export and deletion. You can export Customer Data while your account is active. After termination we delete or anonymise Customer Data as described in the Privacy Policy, unless the law requires us to keep it.

Our handling of personal data is described in the Privacy Policy.

Some features use artificial intelligence, for example to draft templates, suggest replies, summarise conversations or answer questions from your knowledge base. AI output can be inaccurate or incomplete. You must review it before relying on it or sending it to End Users, and you remain responsible for messages sent from your account, including those sent by automated agents you configure.

When you use AI features, the relevant content is sent to the AI provider configured for the platform in order to generate the output.

We and our licensors own all rights in the Services, including software, design, documentation, trademarks and logos. Subject to these Terms and payment of fees, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Services for your internal business purposes during your subscription.

You must not copy, modify, reverse engineer, resell or sublicense the Services, or build a competing product using them, except where we have agreed in writing, for example under a reseller or white-label arrangement.

If you send us feedback or suggestions, we may use them without restriction or payment.

Each party will protect the other's non-public business, technical and financial information with reasonable care, and use it only to perform this agreement. This does not apply to information that is public, already known, independently developed, or required to be disclosed by law or by a court or authority.

• We aim to keep the Services available at all times but do not promise uninterrupted or error-free operation. Planned maintenance, upgrades, and failures of third-party networks or providers can cause downtime.
• Support is provided by email at [email protected] during business hours on working days in India, unless a separate written service level agreement applies to you.
• We may add, change or remove features. If a change materially reduces the core features of a paid Plan, we will give reasonable advance notice.
• Features marked beta, preview or experimental are provided as they are, and may be changed or withdrawn at any time.

• By you. You may stop using the Services and cancel your Plan at any time from your account or by writing to us. Cancellation takes effect as set out in the Refund and Cancellation Policy.
• By us. We may suspend or terminate your access, with notice where practical, if you breach these Terms or the Acceptable Use Policy, if fees are unpaid, if your use creates a security or legal risk, if Meta or an upstream provider requires it, or if we are required to by law or by an order of a court or authority.
• Effect. On termination your right to use the Services ends. You remain liable for fees and charges incurred up to termination. Clauses that by their nature should continue, including those on fees, intellectual property, confidentiality, disclaimers, liability, indemnity and disputes, survive termination.
• Your data. For 30 days after termination you may ask us for an export of your Customer Data, provided your account is not suspended for unlawful use. After that we delete it as described in the Privacy Policy.

To the fullest extent permitted by law, the Services are provided "as is" and "as available". We disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that messages will be delivered or read, that templates or accounts will be approved, or that any campaign will achieve a particular result.

• Neither party is liable for indirect, incidental, special, consequential or punitive loss, or for loss of profit, revenue, business, goodwill or data, even if advised of the possibility.
• Our total liability arising out of or relating to the Services or these Terms, whether in contract, tort or otherwise, is limited to the fees you paid us for the Services in the 12 months before the event giving rise to the claim.
• Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud.

You will indemnify and hold harmless CRASC Technologies Private Limited, its directors, officers, employees and affiliates against claims, penalties, losses and expenses, including reasonable legal fees, arising from: (a) your content, messages or Customer Data; (b) your breach of these Terms, the Acceptable Use Policy or Meta's policies; (c) your violation of any law or of the rights of any person, including End Users; or (d) messaging End Users without valid consent.

Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disasters, epidemics, war, civil disturbance, government action, changes in law, power or internet failures, cyber attacks, and failures or policy changes of Meta, telecom operators, cloud or payment providers.

• These Terms are governed by the laws of India.
• The parties will first try to resolve any dispute through good-faith discussion within 30 days of written notice of the dispute.
• If the dispute is not resolved, it will be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual agreement or, failing agreement, in accordance with that Act. The seat and venue of arbitration is Hyderabad, Telangana, India, and the language is English. The award is final and binding.
• Subject to the arbitration clause, the courts at Hyderabad, Telangana, India have exclusive jurisdiction. Either party may approach those courts for urgent interim relief.

We may update these Terms from time to time. We will post the updated version on this page with a new effective date, and for material changes we will notify you by email or in the application at least 15 days before they take effect. Continuing to use the Services after the effective date means you accept the changes. We will also remind users of these Terms and our policies at least once a year, as required by the IT Rules, 2021.

• Notices. We may send notices to the email address on your account or within the application. Send legal notices to us at our registered office, with a copy to [email protected].
• Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger, acquisition or sale of business.
• Entire agreement. These Terms and the policies referred to in them are the entire agreement between the parties on this subject. If a separate written agreement signed by both parties conflicts with these Terms, the signed agreement prevails.
• Severability and waiver. If any provision is held unenforceable, the rest remain in force. A failure to enforce a right is not a waiver.
• Relationship. The parties are independent contractors. Nothing here creates a partnership, agency or employment relationship.
• Publicity. We may mention your business name and logo as a customer, unless you ask us in writing not to.

Questions about these Terms can be sent to [email protected]. Complaints may be addressed to our Grievance Officer, whose details and response timelines are on the Contact and Grievance page.