Terms of Service

Kotakchat is an online inbox in which a business receives and answers its customers' messages from connected channels: Facebook Messenger, Instagram Direct, WhatsApp Business (Cloud API), Telegram bots, LINE Official Accounts, email and a website chat plugin. It includes team features such as assignment, tags, quick replies, notes, statistics, webhooks, an API and optional AI features.

Some features are marked beta or are still being built, and we may add, change or remove features over time. Platforms that the app shows as a preview or simulation do not exchange messages with that platform.

• There is no public sign-up. Accounts are created by us or by an administrator of your business. Your Page administrators decide who can access which Pages and with which permissions.
• You must be at least 18 years old and give accurate information.
• Keep your password secret and do not share accounts. You are responsible for what happens under your account, and administrators are responsible for the accounts they create.
• Tell us at orkestratoridn@gmail.com straight away if you suspect someone has accessed your account without permission.

• Connect only Pages, accounts, phone numbers, bots, mailboxes and websites that you own or are authorised to manage.
• By connecting a channel you authorise us to access it on your behalf, through the platform's official interface, to provide the Service. You can disconnect it at any time under Setting → Connection, and revoke our access in the platform's own settings.
• Your use of each platform stays subject to that platform's terms and policies. Platforms can change, limit or end their interfaces, which may affect the Service; we are not responsible for such changes.
• Kotakchat is an independent product. It is not affiliated with, endorsed or sponsored by Meta, WhatsApp, Telegram or LINE, whose names and logos are trademarks of their owners.

Use the Service lawfully, including Indonesia's laws on electronic information and transactions, consumer protection and personal data protection, and follow the rules of every platform you connect, including:

• the Meta Platform Terms and the Messenger and Instagram platform policies, and the WhatsApp Business Messaging Policy and Commerce Policy;
• the rules for Telegram bots and the terms for LINE Official Accounts;
• messaging windows: on Messenger and Instagram, reply freely only within 24 hours of the customer's last message, and after that only as the platform allows; on WhatsApp, send free-form messages only within the 24-hour customer service window and use approved message templates outside it;
• consent: message people only when they have contacted you or agreed to hear from you, and stop when they ask.

You must not:

• send spam, unsolicited bulk messages, or misleading, fraudulent, harassing, hateful or illegal content;
• offer goods or services that the law or a platform's commerce policy prohibits;
• collect or use personal data without a lawful basis, or ask customers for sensitive data you do not need, such as full card numbers or passwords;
• access accounts or data you are not authorised to access, test or bypass our security, overload the Service, or copy, scrape or reverse-engineer it;
• resell the Service or provide it to others without our written permission.

We may remove content, limit features or suspend access to stop a breach of this section or of a platform's rules.

• You keep all rights to the messages, files and other content that you and your customers exchange through the Service ("Customer Content").
• You give us a limited permission to store, process, transmit and display Customer Content only to provide, secure and support the Service for you.
• For your customers' personal data you are the controller and we process it on your behalf, as explained in our Privacy Policy. You are responsible for having a lawful basis to process it and for informing your customers, for example in your own privacy notice.
• You are responsible for what your team sends and for how you use the data, including exports, webhooks and API access you set up.

• AI features are optional and are turned on per Page by an administrator. When they are on, conversation text and the knowledge you provide are processed by our AI provider, Anthropic, to produce results.
• AI output can be wrong, incomplete or unsuitable. Check suggestions before you send them, and do not rely on AI for legal, medical, financial or other professional advice.
• If you turn on the WhatsApp AI agent, it answers customers automatically. You are responsible for its setup, the information it uses and the replies it sends, and for telling customers they are talking to an automated assistant where the law or platform rules require it.
• AI quality reviews of staff conversations are aids for managers and should not be the only basis for decisions about an employee.
• The AI usage balance shown in the app only measures usage. It is not money, cannot be withdrawn and has no cash value.

Any fees for the Service are agreed with us separately in writing; the Service itself does not take payments. If we introduce paid plans, we will tell you the price and terms in advance, and you will not be charged unless you agree.

We work to keep the Service available and secure, but provide it "as is" and "as available". It may be interrupted for maintenance, updates or problems with our hosting or the connected platforms. Where we can, we give reasonable notice of changes that significantly reduce the Service.

The Service, its software and design, and the Kotakchat name and logo belong to us or our licensors. These Terms only give you the right to use the Service as described. If you send us feedback, we may use it without any obligation to you.

To the extent the law allows, we give no promises beyond those in these Terms; in particular we do not promise that the Service will be free of errors or interruptions. Delivery of messages depends on the connected platforms.

• We are not liable for indirect or consequential losses, such as lost profit, revenue, sales, data or goodwill, or for losses caused by the connected platforms, your internet connection, or actions of you or your team.
• Our total liability for all claims about the Service in any 12-month period is limited to the greater of the fees you paid us for the Service in that period and IDR 1,000,000.
• Nothing in these Terms limits liability for fraud, wilful misconduct or gross negligence, or any liability that cannot be limited under Indonesian law.

You will compensate us for claims, fines and reasonable costs that arise because you or your team broke these Terms, the law or a platform's policies, or because of Customer Content you sent.

• You may stop using the Service at any time. To close your account and have your data deleted, follow our Data deletion page.
• We may suspend or end your access if you seriously or repeatedly break these Terms, if a platform or the law requires it, or if your use puts the Service or others at risk. Where reasonable, we will tell you first and give you a chance to fix the problem.
• After termination we delete your data as described in the Privacy Policy and on the Data deletion page. Provisions that by their nature should continue, such as content ownership, liability and governing law, keep applying.

These Terms are governed by the laws of the Republic of Indonesia. If a dispute arises, we will first try to settle it in good faith by discussion for 30 days. If that fails, it will be settled by the competent district court (Pengadilan Negeri) in Indonesia. This does not limit any rights you have under consumer protection law.

We may update these Terms. We will publish the new version here with a new effective date and, for significant changes, inform administrators in the app or by email before the changes apply. If you continue to use the Service after that, the new Terms apply to you.

WIN DWI PRIANTORO (Orkestrator), NIB 1905260098225, KOMP BBS II JL KECUBUNG IV, Kel. Ciwedus, Kec. Cilegon, Kota Cilegon, Banten 42426, Indonesia. Email: orkestratoridn@gmail.com.

These Terms are available in English and Indonesian. If the two differ, the Indonesian version prevails.