Terms & Conditions

1. Acceptance of Terms

By registering an account, logging in, or using any feature of ScaleOne (the "Platform"), you agree to be bound by these Terms & Conditions. If you do not agree with any part of these terms, you must not register or use our services.

These terms constitute a legally binding agreement between you ("User", "Customer", "You") and iOnOne Technologies ("Company", "We", "Us", "Our"), the developer and operator of ScaleOne.

2. Definitions

• ScaleOne – The CPaaS platform providing WhatsApp Business API, SMS, email, and other communication services.
• Platform – The ScaleOne web application, dashboard, APIs, and all associated services.
• Meta – Meta Platforms Inc., the parent company of WhatsApp, which operates the WhatsApp Business API.
• WhatsApp Business API – The official API provided by Meta for businesses to send WhatsApp messages at scale.
• Template Message – Pre-approved message templates used for outbound marketing, utility, or authentication messages on WhatsApp.
• Session Message – Free-tier messages sent within a 24-hour conversation window initiated by the customer.
• Wallet – The prepaid balance in your ScaleOne account used for per-message charges.
• Subscription – The monthly or annual plan you subscribe to for platform access.

3. Account Registration & Responsibilities

3.1 Registration

• You must provide accurate and complete information during registration (name, email, phone number).
• You must be at least 18 years old and authorized to enter into binding agreements.
• You are responsible for maintaining the confidentiality of your login credentials.
• You are responsible for all activities that occur under your account.
• You must notify us immediately of any unauthorized use of your account.

3.2 Account Responsibilities

• You are responsible for configuring your own WhatsApp Business API credentials (Phone Number ID, WABA ID, API Token).
• You are responsible for obtaining your own Meta Business Manager account and WhatsApp Business Account.
• You are responsible for the content of all messages sent through your account.
• You must comply with all applicable Indian laws and regulations regarding electronic communications.

4. Subscription Plans & Billing

4.1 Plan Structure

• ScaleOne offers multiple subscription plans with varying features and message quotas.
• Plans are billed on a monthly or annual basis, at the user's discretion.
• Each plan includes a set of platform features (dashboard access, contact management, campaign tools, API access, etc.).
• Message sending charges are separate from the subscription fee and are billed on a per-message delivery basis (see Section 7).

4.2 Subscription Activation

• Your subscription is activated only after successful payment of the plan amount.
• The subscription period starts from the date of successful payment.
• For monthly plans, the subscription is valid for 30 days from the activation date.
• For annual plans, the subscription is valid for 365 days from the activation date.

4.3 Subscription Expiry

• Your subscription automatically expires at the end of the billing period (30 days for monthly, 365 days for annual).
• Upon expiry, platform access (dashboard, API, campaign tools) is suspended until renewal payment is made.
• Your data (contacts, templates, message logs) is preserved during suspension for up to 30 days, after which it may be permanently deleted.
• To continue service without interruption, you must renew your subscription before the expiry date.

5. Payment Policy

5.1 Payment Terms

• Subscription fees are charged in advance – you pay for the upcoming month/year before the period begins.
• Payments are processed through secure payment gateways (Razorpay/UPI/Cards/Net Banking).
• The subscription amount is exclusive of applicable taxes (GST as per Indian tax laws).
• An invoice/receipt is generated for every payment and is available in your dashboard.

5.2 Auto-Renewal

• Subscriptions do not auto-renew by default. You must manually renew before expiry.
• If you choose to enable auto-renewal (where available), the subscription amount will be automatically charged to your payment method at the end of each billing cycle.
• You can disable auto-renewal at any time from your account settings.

5.3 Price Changes

• We reserve the right to modify subscription plan prices at any time.
• Price changes will apply to new subscriptions and renewals after the change date.
• Existing active subscriptions will continue at the original price until expiry.
• Users will be notified via email at least 15 days before any price increase takes effect.

6. Refund & Cancellation Policy

6.1 No Refunds

• Subscription fees are non-refundable. Once you pay for a subscription period, the amount will not be refunded, even if you cancel mid-period.
• Wallet top-ups are non-refundable. Any amount added to your wallet for per-message charges cannot be withdrawn or refunded.
• No prorated refunds are provided for partial month usage. If you cancel on day 5 of a 30-day cycle, no refund is issued for the remaining 25 days.
• No refund for unused messages. If you do not use your full message quota in a billing period, the unused balance does not carry forward and is not refundable.

6.2 Cancellation

• You may cancel your subscription at any time by not renewing before the expiry date.
• Cancellation does not entitle you to a refund of any amount already paid.
• Upon cancellation, your subscription remains active until the end of the current billing period.
• After the subscription expires, your account access will be suspended as described in Section 4.3.

6.3 Exceptions

• The only exception to the no-refund policy is in case of a duplicate payment caused by a technical error. In such cases, the duplicate amount will be credited to your wallet or refunded within 7 working days, upon verification.
• If ScaleOne permanently discontinues service, pro-rata refunds for unused subscription days may be issued at our discretion.

7. Message Delivery & Charges

7.1 How Message Charges Work

• Each WhatsApp message sent is charged based on its category (Marketing, Utility, Authentication) and delivery status.
• Charges apply only for messages that are successfully delivered to the recipient. Failed messages are not charged.
• Message rates are set by Meta (WhatsApp) and may change. ScaleOne applies a markup as platform charges (see Section 14).
• Current per-message rates are displayed in your dashboard and may vary by message category and country.

7.2 Wallet System

• Message charges are deducted from your prepaid wallet balance.
• You must maintain a sufficient wallet balance to send messages.
• If your wallet balance is insufficient, message sending will be paused until you top up.
• Wallet top-ups can be done from your dashboard using the available payment methods.
• Wallet balance has no expiry as long as your subscription is active.

8. WhatsApp Business Permissions & Limitations

When using ScaleOne for WhatsApp messaging, you are subject to Meta's WhatsApp Business API policies, permissions, and limitations. The following are key restrictions imposed by WhatsApp that you must understand:

8.1 Messaging Limits

• Tier-based limits: WhatsApp Business API enforces messaging limits based on your business verification tier:
  • 1,000 unique customers / 24 hours – Entry tier (new businesses)
  • 10,000 unique customers / 24 hours – After consistent usage
  • 100,000 unique customers / 24 hours – Established businesses
  • Unlimited – For businesses with 2,000+ messaging in 30 days (requires verification)
• Limit upgrades are controlled by Meta and depend on your business verification status, message quality rating, and usage history. ScaleOne cannot guarantee or expedite limit upgrades.
• Unique customer limit: The limit applies to unique recipients, not total messages. You can send multiple messages to the same recipient within the 24-hour window, and it counts as 1 unique customer.

8.2 Business Verification

• You must complete Meta's Business Verification process to use WhatsApp Business API at scale.
• Without verification, messaging limits remain at the lowest tier (1,000/24 hours).
• ScaleOne facilitates the verification process but does not control Meta's approval timeline or decisions.

8.3 Display Name & Phone Number

• Your WhatsApp Business display name must comply with Meta's Business and Commerce Terms.
• You must use a phone number that is not already registered with another WhatsApp or WhatsApp Business app account.
• If your number is already in use on WhatsApp, you must delete it from the existing account before registering it on the Business API.

8.4 Opt-In Requirements

• You must obtain explicit opt-in consent from recipients before sending marketing messages.
• Opt-in must be obtained through a clear checkbox, keyword reply, or other explicit action by the customer.
• You must maintain records of opt-in consent and provide them to Meta upon request.
• Sending messages to customers who have not opted in violates WhatsApp's policies and may result in number blocking.

9. WhatsApp Marketing Message Policy

9.1 Marketing Message Categories

• WhatsApp classifies marketing messages as those that promote a product, service, offer, or promotion.
• All marketing messages must be sent using pre-approved template messages.
• Templates must be submitted to Meta for approval before use. Meta reviews templates for compliance with their policies.
• Marketing templates are charged at a higher rate than utility or authentication messages.

9.2 Marketing Message Restrictions

• No spam: You must not send unsolicited marketing messages to users who have not opted in.
• No misleading content: Templates must not contain false, deceptive, or misleading information.
• No prohibited content: Messages must not contain content related to: illegal products, weapons, drugs, adult content, gambling, or any content prohibited by Meta's policies.
• Frequency: Excessive marketing frequency can lead to user reports and quality rating downgrades.
• Honor opt-outs: You must immediately stop sending messages to any user who opts out or reports your messages as spam.

9.3 Quality Rating

• Meta assigns a quality rating to your WhatsApp Business number based on user feedback (reports, blocks, opt-outs).
• Ratings: High (Green), Medium (Yellow), Low (Red).
• A low quality rating can result in messaging limit reduction or temporary suspension.
• ScaleOne is not responsible for quality rating downgrades caused by your messaging practices.

10. WhatsApp Blocking & Number Restrictions

10.1 Reasons for Blocking

• User reports: If multiple recipients report your messages as spam, WhatsApp may restrict your number.
• Policy violations: Sending prohibited content, misleading templates, or messages to non-opted-in users can trigger a ban.
• Excessive volume: Sending messages at a rate that exceeds your tier limit can result in temporary throttling or blocking.
• Low quality rating: Persistent low quality rating (red) for more than 7 days can lead to permanent number ban.
• Invalid numbers: Sending a high volume of messages to invalid/non-WhatsApp numbers can trigger restrictions.

10.2 Types of Restrictions

• Temporary restriction: Messaging is paused for a period (24 hours to 7 days). You can still receive messages but cannot send outbound messages.
• Tier downgrade: Your messaging limit is reduced to a lower tier.
• Permanent ban: Your WhatsApp Business number is permanently disabled. You cannot re-register the same number.
• Template disapproval: Meta may reject or revoke specific template approvals.

10.3 ScaleOne's Role

• ScaleOne is a platform facilitator – we provide the tools to send messages, but we do not control Meta's enforcement actions.
• If your number is blocked by WhatsApp, ScaleOne cannot unblock it. You must contact Meta support directly.
• ScaleOne is not liable for any business losses resulting from WhatsApp number blocking or restrictions.
• Subscription and wallet charges paid to ScaleOne are non-refundable even if your WhatsApp number is blocked.

11. WhatsApp Template Message Policy

11.1 Template Approval Process

• All template messages must be submitted to Meta for approval before they can be used.
• Meta's review process typically takes 24-48 hours, but may take longer.
• Templates are reviewed for: content policy compliance, formatting, language, and category accuracy.
• ScaleOne provides a template management interface but does not control Meta's approval decisions.

11.2 Template Categories

• Marketing: Promotional content, offers, announcements. Charged at the highest rate.
• Utility: Account updates, order confirmations, appointment reminders. Charged at a lower rate.
• Authentication: OTP codes, login verification. Charged at the lowest rate.

11.3 Template Content Rules

• Templates must not contain content that violates Meta's Business and Commerce Terms.
• Placeholders (variables) must be used for dynamic content (customer name, order ID, etc.).
• Templates must not contain abusive, threatening, or harassing content.
• Templates must not impersonate another business or individual.
• Once approved, templates can be used immediately. If rejected, you can modify and resubmit.

12. WhatsApp Session/Free-Tier Messages

12.1 24-Hour Customer Service Window

• When a customer sends a message to your WhatsApp Business number, a 24-hour customer service window opens.
• During this window, you can send free-form (session) messages to that customer without using a template.
• After 24 hours, you must use an approved template to re-initiate conversation.

12.2 Session Message Charges

• Session messages may be charged based on Meta's conversation-based pricing model.
• Each conversation (24-hour window) may incur a conversation charge depending on the category and who initiated it.
• Business-initiated conversations (you send first) are charged at a higher rate.
• Customer-initiated conversations (customer sends first) may have a lower or free tier.
• Conversation pricing is set by Meta and is subject to change. Check your dashboard for current rates.

13. WhatsApp Business Policy Compliance

• WhatsApp Business and Commerce Terms
• WhatsApp Privacy Policy
• WhatsApp Messaging Limits
• WhatsApp Quality Rating Guidelines
• WhatsApp Commerce Policy
• WhatsApp Business Platform API Documentation

You are responsible for staying updated with Meta's policy changes. ScaleOne will make reasonable efforts to notify users of significant policy changes but is not responsible for enforcement actions taken by Meta due to policy violations.

14. Platform Charges & Wallet

14.1 What You Pay For

• Subscription Fee: Monthly/annual charge for platform access (dashboard, campaign tools, contact management, analytics, API access).
• Per-Message Charges: Deducted from your wallet for each message delivered. This includes Meta's charge + ScaleOne's platform markup.
• Wallet Top-ups: Prepaid amounts added to your wallet for message sending.

14.2 Charge Breakdown

• Per-message charges include: Meta's WhatsApp message rate + ScaleOne platform fee.
• The platform fee covers: API routing, delivery tracking, webhook handling, campaign management, reporting, and server infrastructure.
• Current charges are displayed transparently in your dashboard before sending any campaign.
• You will always see the total per-message cost before confirming a campaign send.

14.3 Wallet Terms

• Wallet balance is non-refundable and cannot be withdrawn.
• Wallet balance can only be used for message charges on the ScaleOne platform.
• Wallet balance does not earn interest.
• Minimum wallet top-up amount may apply.
• Wallet balance is tied to your account and cannot be transferred to another account.

15. Acceptable Use Policy

You agree not to use ScaleOne for any of the following:

• Sending spam, unsolicited, or unauthorized marketing messages
• Sending content that is illegal, harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable
• Impersonating any person or entity, or falsely representing your affiliation
• Sending content that infringes upon any patent, trademark, copyright, or other intellectual property rights
• Distributing malware, viruses, or any other malicious code
• Attempting to gain unauthorized access to ScaleOne systems, user accounts, or data
• Using the platform to send messages to purchased/rented contact lists without proper opt-in
• Violating any applicable Indian or international law
• Reverse engineering, decompiling, or attempting to extract source code from the platform
• Using the platform in a manner that could damage, disable, or impair the service

16. Limitation of Liability

16.1 Service Availability

• ScaleOne is provided on an "as is" and "as available" basis. We do not guarantee 100% uptime.
• We are not liable for service interruptions caused by: server maintenance, Meta API downtime, internet connectivity issues, force majeure events, or third-party service failures.
• We will make reasonable efforts to restore service as quickly as possible during outages.

16.2 Meta Dependencies

• ScaleOne depends on Meta's WhatsApp Business API, which is controlled by Meta and subject to change without notice.
• We are not liable for: WhatsApp API changes, pricing changes by Meta, policy updates, number blocking, template rejections, or any other Meta enforcement actions.
• We are not liable for message delivery failures caused by Meta's infrastructure, recipient phone issues, or network problems.

16.3 Maximum Liability

• Our total liability for any claim arising from the use of ScaleOne shall not exceed the total amount paid by you to ScaleOne in the 30 days preceding the claim.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages.
• We are not liable for any loss of business, revenue, profits, or data resulting from the use of or inability to use the platform.

17. Account Termination

17.1 Termination by You

• You may stop using ScaleOne at any time by not renewing your subscription.
• You may request account deletion by contacting support. Account deletion is permanent and cannot be undone.
• No refunds are provided upon account termination (see Section 6).

17.2 Termination by Us

• We reserve the right to suspend or terminate your account immediately for: violation of these Terms, violation of Meta's policies, fraudulent activity, non-payment, or abuse of the platform.
• Upon termination by us, all subscription and wallet amounts are forfeited.
• We will provide notice of termination via email, except in cases of urgent security or legal concerns.
• Upon termination, your data will be deleted within 30 days, except where retention is required by law.

18. Governing Law & Disputes

• These Terms are governed by the laws of the Republic of India.
• Any disputes arising from these Terms or the use of ScaleOne shall be subject to the exclusive jurisdiction of the courts in Prayagraj (Allahabad), Uttar Pradesh, India.
• Before initiating legal proceedings, parties agree to attempt good-faith dispute resolution through communication and negotiation for a period of 30 days.

19. Changes to Terms

• We reserve the right to modify these Terms & Conditions at any time.
• Significant changes will be communicated to all registered users via email at least 15 days before taking effect.
• Continued use of ScaleOne after the effective date of any changes constitutes acceptance of the updated Terms.
• If you do not agree with the updated Terms, you must stop using the platform and not renew your subscription.

20. Contact Us

For any questions, clarifications, or legal notices regarding these Terms & Conditions, please contact:

• iOnOne Technologies
• Email: support@scaleone.org
• Website: www.ionone.in
• Phone: +91 89583 00509