1. The agreement
These terms are between SoraFabric Labs Pvt Ltd (“SoraFabric”, “we”, “us”) and the business that uses our services (“you”, “the client”). They apply when you create an account, connect a WhatsApp Business Account to us, or otherwise use the services. A signed order form or service agreement, where one exists, takes precedence over these terms to the extent of any conflict.
If you are agreeing to these terms on behalf of a company, you confirm you have authority to bind it.
2. The services
We provide SoraCommerce, an ecommerce platform, together with the integrations you enable — including messaging over the WhatsApp Business Platform, where we act as an independent Tech Provider. SoraCommerce is offered in beta; features may change, and we will give reasonable notice of a change that materially reduces functionality you rely on.
3. Your account
You are responsible for the accuracy of the information you give us, for keeping credentials secure, and for the acts of everyone you allow to use your account. Tell us promptly if you believe your account has been compromised.
4. WhatsApp and Meta terms
When you connect a WhatsApp Business Account to us, you continue to deal directly with Meta as well as with us, and Meta's terms apply to you in your own right. By using the messaging service you agree that:
- You hold a valid opt-in for everyone you message. WhatsApp requires businesses to obtain opt-in before sending business-initiated messages, through a clear statement of what the recipient is agreeing to receive and from whom. You must keep evidence of it and produce it on request. This is the single obligation most likely to cause harm if ignored: messaging people who did not opt in can result in your account being restricted and can put our Tech Provider status at risk for every other client.
- You comply with the WhatsApp Business Messaging Policy and the Meta Commerce Policy, including the restrictions on prohibited goods and services, and with the WhatsApp Business Terms of Service.
- You remain the controller of your customers' data. We process it on your documented instructions, and Meta processes it as a processor for you under the WhatsApp Business Data Processing Terms.
- You honour opt-outs promptly, including requests made in the conversation itself, and do not attempt to circumvent a block.
- Messaging charges are Meta's and are set by them. You are responsible for maintaining a payment method on your WhatsApp Business Account where Meta requires one.
We may suspend messaging for an account that we reasonably believe is breaching these obligations, and will tell you why. We would rather do that than have the platform restricted for everyone.
5. Acceptable use
You will not use the services to:
- send unsolicited, deceptive, or unlawful messages;
- infringe intellectual property or privacy rights;
- upload malware, attempt to gain unauthorised access, or interfere with the integrity or performance of the services;
- resell or expose the services to a third party except as we have agreed in writing;
- process special categories of personal data through the messaging service unless we have agreed the safeguards in writing.
6. Data protection
Each of us complies with the data protection law that applies to it. You are the controller of your customers' personal data and we are your processor; we act on your documented instructions, keep the data confidential, apply appropriate security, assist you with requests from individuals and with your own obligations, and delete or return the data at the end of the agreement.
Our sub-processors, and how we handle personal data generally, are described in our Privacy Policy, which forms part of these terms. We give notice before adding a sub-processor, and you may object on reasonable data protection grounds. Individuals can ask us to delete their data at sorafabric.com/data-deletion; where the request concerns your customers, we forward it to you.
7. Fees
Fees, billing period and payment terms are as set out in your order form. Meta's own messaging charges are billed to you by Meta and are not included in our fees unless your order form says otherwise. Fees are exclusive of taxes, which you are responsible for.
8. Availability and support
We aim to keep the services available and will give reasonable notice of planned maintenance. Where your order form includes a service level or support commitment, that applies; otherwise the services are provided on a commercially reasonable efforts basis. We are not responsible for downtime caused by Meta, by your own systems, or by events outside our reasonable control.
9. Liability
Neither of us excludes liability for anything that cannot lawfully be excluded. To the extent the law allows, neither of us is liable for indirect or consequential loss, loss of profit, revenue, goodwill or data, and each party's total liability is limited to the fees paid or payable under the agreement in the twelve months before the claim.
You will indemnify us against claims arising from your content, your instructions, or your breach of the opt-in and messaging policy obligations in section 4 — those are within your control and not ours.
10. Term and termination
Either of us may terminate for material breach that is not remedied within 30 days of notice, or immediately where the breach cannot be remedied. On termination your right to use the services ends, and we will return or delete your data as described in our Privacy Policy. You can disconnect your WhatsApp Business Account from us at any time; it remains yours.
11. Changes
We may update these terms to reflect changes in the services or in the law, including changes Meta makes to its own terms. We will post the revised terms here and update the date at the top. Where a change materially affects you, we will give notice before it takes effect.
12. Contact
Questions about these terms: contact@sorafabric.com. Privacy questions and requests: privacy@sorafabric.com.