Terms of Service

Welcome to Universal-Social-CRM ("Platform", "we", "us", or "our"). These Terms of Service ("Terms") govern your access to and use of our customer relationship management software, APIs, multi-channel messaging tools, and associated services.

By creating an account, connecting third-party social accounts, or using the Platform, you agree to be bound by these Terms. If you are using the Platform on behalf of an organization, you represent that you have authority to bind that entity to these Terms.

1. The Services

Universal-Social-CRM provides an enterprise omnichannel communication management platform. The Platform aggregates and manages interactions across supported channels, including but not limited to:

• Meta Platforms (Facebook Pages, Messenger, Instagram Direct Messaging)
• WhatsApp Business Platform (via Cloud API and 360dialog partner integrations)
• X (formerly Twitter), TikTok, Twitch, and custom webhooks
• Automated routing, artificial intelligence triage, and team collaboration

2. Account Registration, Roles & Identity Verification (KYC)

To access the Platform, you must register for an account and provide accurate, current, and complete information.

• Identity Verification (KYC): In accordance with our security policies and anti-abuse safeguards, staff and administrative users must complete Know Your Customer (KYC) identity verification before full access to customer conversations and communication adapters is granted. Providing altered or fraudulent documents is grounds for immediate termination.
• Account Security: You are responsible for safeguarding your login credentials, including Multi-Factor Authentication (MFA) devices and API tokens. You must immediately notify us of any unauthorized use of your account.

3. Compliance with Social Platform Policies

When connecting social media accounts to our Platform, you agree to strictly comply with the terms and developer policies of the respective providers:

• Meta Platform Terms & Developer Policies: You agree to abide by Meta's Platform Terms, Commercial Terms, and Technical Provider Requirements. You shall not misuse Meta Graph APIs or scrape unauthorized user data.
• WhatsApp Business Messaging Policy: You agree to adhere to Meta's WhatsApp Business Policy, ensuring that all communications sent via WhatsApp have explicit user opt-in consent and comply with messaging templates and frequency guidelines.
• Instagram & Messenger Community Standards: You will not use the Platform to conduct automated unsolicited direct messaging (spam), harassment, or distribution of prohibited goods or services.

4. Acceptable Use Policy

You agree not to use the Platform to:

• Distribute unsolicited bulk messages, spam, malware, phishing links, or misleading communications.
• Violate applicable privacy and communications laws, including CAN-SPAM, TCPA, GDPR, and CCPA.
• Reverse-engineer, decompile, disable, or circumvent any security features or rate limiters of the Platform.
• Impersonate another person, business, or entity without authorization.
• Harass, threaten, defraud, or infringe upon the intellectual property or privacy rights of any third party.

5. User Data and Customer Content

You retain all ownership rights to customer conversation data, contact profiles, attachments, and proprietary business information submitted to the Platform ("Customer Data").

You grant us a limited, non-exclusive license to store, process, and transmit Customer Data solely to the extent necessary to provide, support, and maintain the Platform in accordance with our Privacy Policy.

6. Artificial Intelligence & Automated Tools

Where AI features (such as automated triage, sentiment scoring, or draft response generation) are enabled in your workspace:

• AI outputs are suggestions intended for human oversight; you are solely responsible for reviewing responses before sending them to end customers.
• You agree not to submit sensitive personally identifiable information (PII) to AI features outside the parameters defined in your tenant settings.

7. Intellectual Property

All software, interfaces, designs, source code, logos, and documentation related to Universal-Social-CRM remain the exclusive property of the company and its licensors. You are granted a revocable, non-transferable, non-exclusive license to use the Platform during your active subscription or authorized deployment.

8. Disclaimer of Warranties

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR UNINTERRUPTED AVAILABILITY. WE DO NOT GUARANTEE THAT THIRD-PARTY SOCIAL APIS WILL OPERATE WITHOUT DISRUPTION.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL UNIVERSAL-SOCIAL-CRM, ITS DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES (INCLUDING LOSS OF PROFITS, DATA, BUSINESS, OR GOODWILL) ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICES.

10. Termination & Suspension

We reserve the right to suspend or terminate your account immediately without prior notice if you violate these Terms, fail KYC requirements, abuse API endpoints, or if required by law or social platform compliance enforcement.

11. Modifications to Terms

We may modify these Terms from time to time. When changes are made, we will update the "Last Updated" date at the top of this page. Continued use of the Platform after changes are posted constitutes your acceptance of the revised Terms.

12. Contact Us

If you have any questions or concerns regarding these Terms, please contact our administrative team at:

• Email: [email protected]
• Support Portal: Workspace Helpdesk