Terms of service

These terms are an agreement between Renascent Ventures Private Limited ("we", "us"), which operates Bookback through its brand AiThrive Solutions, and the business that signs up for Bookback ("you"). By using Bookback, you agree to them. If you sign up for a business, you confirm you are allowed to accept these terms for it.

1. What Bookback does

Bookback connects to your WhatsApp Business number and answers your customers using the business information you give it. It replies to common questions, sends customers to your booking page, collects details for enquiries, and hands conversations to your team when needed. You manage it from the Bookback dashboard.

2. Your account

• Keep your sign-in details private and tell us at once if you think someone else has used them.
• You are responsible for what the people you add to your account (owners and staff) do in it.
• Give us correct contact details so we can reach you about your account.

3. Your responsibilities

• Your information: you are responsible for the business information you give Bookback (services, prices, hours, policies, answers). Bookback replies based on it, so keep it accurate and up to date.
• Your customers: you are the data fiduciary for your customers' data. You must have a lawful basis to message them and tell them, for example in your own privacy notice, that you use an assistant to reply on WhatsApp.
• WhatsApp rules: you must follow WhatsApp's Business Terms, Business Messaging Policy and Commerce Policy. Meta may limit or block a number that breaks them; we are not responsible for Meta's decisions.
• Lawful use: you must not use Bookback for anything illegal, misleading or harmful, for spam, or to collect sensitive data (such as health records or ID numbers) through the assistant.

4. The AI assistant

Bookback's replies are written by an AI model. It follows your information and our safety rules, and hands over to your team when it is unsure, but it can still make mistakes. Check your conversations regularly and take over a chat whenever needed. Bookback does not take bookings or payments for you in its standard mode; your own booking page or system remains the record of your bookings.

5. How we handle your customers' data

When we process your customers' data, we act as your data processor. We will:

• use it only to provide Bookback to you, and as described in our privacy policy
• keep it secure and separate from other businesses' data
• use only the service providers listed in the privacy policy, under suitable safeguards
• help you respond to your customers' requests to see, correct or delete their data
• tell you without undue delay if we learn of a breach affecting your data
• delete it when you leave Bookback, as set out in the privacy policy

6. Fees

• Plan fee: Bookback is billed in advance, monthly or yearly, at the price of your plan shown on bookback.in when you sign up, or at a fee agreed with you in writing. Setting up Bookback and connecting your WhatsApp number is free.
• Chats over your plan: each plan includes a number of customer chats a month (one customer talking to you within 24 hours counts as one chat). If you go over, the assistant keeps replying and each extra chat is charged at the rate shown on bookback.in, on your next invoice. If chats reach twice your plan's number in a month, new chats go to your team instead of the assistant until the month ends or you change plan, to protect you from unexpected costs.
• Taxes: fees exclude GST, which is added where it applies.
• WhatsApp charges: Meta charges for some WhatsApp messages, for example messages sent to a customer more than 24 hours after their last message. We pass these charges on at exactly what Meta charges us, shown separately on your invoice. Replies to customers who have messaged you in the last 24 hours are currently free from Meta.
• Late payment: if an invoice is unpaid 15 days after its due date, we may pause your account after telling you. We restart it as soon as the invoice is paid.
• Price changes: we will tell you about any change to your fee at least 30 days before it applies.

7. Availability and changes

We work to keep Bookback running at all times but cannot promise it will never be interrupted, including because of WhatsApp, Meta or other providers. We may improve or change Bookback; if a change takes away something important you rely on, we will tell you in advance.

8. Pausing and ending

• You can cancel at any time by telling us. Bookback keeps running until the end of the month you have paid for, and then stops. There is no cancellation fee and no lock-in.
• Fees already paid are not refunded, except when we end your account without you having broken these terms; then we refund the unused part of the month.
• We may pause or end your account if you seriously or repeatedly break these terms, if WhatsApp requires it, or if continuing would break the law. Except in urgent cases, we will tell you first.
• When your account ends, we delete your data as set out in the privacy policy. You can ask for a copy of your conversations before then.

9. Ownership

Your business information and your conversations belong to you. Bookback, its software, its industry templates and its design belong to us. You give us permission to use your information only to provide Bookback to you.

10. Liability

• Bookback is provided "as is". We do not promise that it will win you bookings or that every reply will be correct.
• We are not liable for indirect losses, such as lost profits, lost bookings or lost goodwill.
• Our total liability to you for any claim is limited to the fees you paid us in the 12 months before the claim.
• Nothing in these terms limits liability that cannot be limited by law.

You agree to cover our losses from claims made against us because of your information, your messages to your customers, or your breach of these terms or WhatsApp's policies.

11. Changes to these terms

We may update these terms. We will tell you about important changes at least 30 days in advance. If you keep using Bookback after that, the new terms apply.

12. Law and disputes

These terms are governed by the laws of India. Courts in Chennai have jurisdiction over any dispute. Before going to court, both sides will first try to settle the dispute by talking in good faith for 30 days.

13. Contact