Terms of Service
Last updated 12 September 2026 · Oriel Inc., 599, 17B, Phase 1, Surat Nagar, Gurugram, Haryana, India
These terms govern the use of Oriel Chat Engine (“the Service”), operated by Oriel Inc. (“we”, “us”). They apply to the business that uses the Service (“you”, “the Customer”).
1. What the Service is
Oriel Chat Engine lets a business communicate with its customers over WhatsApp, using Meta's WhatsApp Business Platform: a shared inbox, template broadcasts, in-chat forms, appointment booking and reminders.
We are a Business Solution user of Meta's WhatsApp Cloud API. Your use of the Service is therefore also subject to Meta's WhatsApp Business Messaging Policy and Commerce Policy. If Meta prohibits something, it is prohibited here, whatever these terms say.
2. ⚠️ Acceptable use — the part that actually matters
You may not send unsolicited messages. Ever.
Every person you message must have knowingly opted in to receive WhatsApp messages from your business. Not a pre-ticked box. Not consent inherited from an email list or an SMS list. Not “they bought something once”. Not a purchased list, under any circumstances.
You agree that you will not:
- message anybody who has not given a WhatsApp-specific opt-in;
- upload a purchased, scraped, or rented contact list;
- continue messaging somebody who has opted out (the Service will refuse to, but attempting to circumvent it is a breach of these terms);
- use the Service for anything Meta's Commerce Policy prohibits;
- send content that is unlawful, deceptive, harassing, or that impersonates somebody else;
- use the Service to send one-time passwords or authentication codes on behalf of a third party without the right to do so.
Why we are strict about this
Unsolicited messaging gets your WhatsApp number reported by recipients. Enough reports and Meta downgrades its quality rating, then throttles it, then blocks it. That damage is not reversible by us, and it lands on you — the number, the customer relationships, and the ability to message at all. It also endangers the platform for every other business using it.
3. Your data, and ours
| Role | Who |
|---|---|
| Data custodian (data fiduciary) |
You. Your customers' data is yours. You decide what to collect, why, and on what basis. You are responsible for having the consent you claim to have. |
| Data processor | Us. We store and process that data to provide the Service, on your instructions. We do not use it for our own purposes, we do not sell it, and we do not use one Customer's data for another. |
You keep ownership of your data. You can export it, and you can ask us to delete it. See our Privacy Policy and Data Deletion pages.
Retention
Message content and its media are permanently deleted after 90 days by default. If you have a legal or regulatory obligation to retain records for longer, tell us and we will configure a longer period for your account. If you do not tell us, the default applies.
4. Your account
- You are responsible for what happens under your accounts, including what your staff send.
- Administrator accounts require two-factor authentication. Do not share logins.
- Tell us promptly if you believe an account has been compromised.
5. Availability
We aim to keep the Service available, but we do not currently offer a contractual uptime guarantee, and we will not pretend to. Message delivery depends on Meta's infrastructure, which is outside our control: we cannot guarantee that WhatsApp will deliver a message, or when.
6. Fees
Fees, if any, are as agreed with you in writing. Meta charges separately for WhatsApp conversations, on its own pricing, and those charges are yours.
7. Suspension and termination
We may suspend or terminate your access immediately if we reasonably believe you are sending unsolicited messages, breaching Meta's policies, or putting other Customers' access to the platform at risk. We will tell you why.
You may stop using the Service at any time. On termination, you may ask us to export your data; after 30 days we will delete it, unless you ask us to sooner or the law requires us to keep it.
8. Warranties
The Service is provided “as is”. To the extent permitted by law, we disclaim implied warranties of merchantability and fitness for a particular purpose.
9. Liability
To the extent permitted by law, neither party is liable for indirect or consequential loss, or for loss of profit, revenue or goodwill. Our total liability arising out of or relating to the Service is limited to the fees you paid us in the twelve months before the event giving rise to the claim.
Nothing in these terms limits liability for fraud, or for anything that cannot lawfully be limited.
10. Indemnity
You will indemnify us against claims arising from your use of the Service in breach of these terms — in particular, claims arising from messaging people who did not consent to be messaged.
11. Changes
We may update these terms. If a change materially affects you, we will tell you before it takes effect.
12. Governing law
These terms are governed by the laws of India, and the courts of Gurugram, Haryana have exclusive jurisdiction.