Terms of Service

1. Agreement

These Terms of Service ("Terms") are an agreement between you, the business that registers for and uses ReachOutEasy ("Customer", "you"), and EORBITAL FZ LLC, United Arab Emirates ("EORBITAL", "we", "us"), which owns and operates ReachOutEasy (the "Service"). By creating an account or using the Service, you accept these Terms. If you accept on behalf of an organisation, you confirm that you are authorised to bind it.

2. The Service

ReachOutEasy lets businesses communicate with their customers over WhatsApp. Features include template and broadcast messages, a shared team inbox, automated replies, contact management and delivery reports. The Service runs on Meta's WhatsApp Business Platform (Cloud API). EORBITAL acts as a Meta Tech Provider: you connect your own WhatsApp Business Account (WABA) through Meta's Embedded Signup, and we manage it on your behalf.

3. Your WhatsApp Business Account

• You own your WABA, your phone number and your business portfolio. You can disconnect ReachOutEasy at any time from Meta Business Settings or by contacting us.
• You must comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and the WhatsApp Business Terms of Service.
• Meta charges for WhatsApp conversations according to its own pricing. Unless your plan says otherwise, Meta bills those charges to the payment method on your WABA. Our subscription fees cover the ReachOutEasy software only.
• Meta may approve or reject templates, limit messaging or restrict your WABA. We are not responsible for Meta's decisions.

4. Opt-in and acceptable messaging (mandatory)

• Only message people who have opted in to receive WhatsApp messages from your business, and keep a record of how and when they opted in.
• Use Meta-approved templates for any business-initiated message. Send free-form messages only within the 24-hour customer service window.
• Honour opt-out requests straight away. ReachOutEasy automatically marks contacts who reply STOP as opted out.
• Do not send spam, purchased or scraped contact lists, or content prohibited by Meta's policies or by law.

We may suspend sending, or your account, if we see high block or opt-out rates, quality warnings from Meta or other signs of abuse.

5. Your data and our role

You are the controller of your contacts' personal data and your message content. We process that data as your processor, only to provide the Service. Our Privacy Policy describes how we do this. You are responsible for having a lawful basis (such as consent) for the data you upload and the messages you send. This includes compliance with GDPR, the UAE PDPL, India's DPDP Act 2023, TCPA and other laws that apply to you.

6. Accounts and security

Keep your login details confidential, and give team members only the roles they need. You are responsible for activity on your account. Tell us promptly about any unauthorised use.

7. Team conduct and conversation monitoring

You are responsible for how your team members (agents, team leads and admins) treat the people they message through the Service. Your team members must not:

• use abusive, obscene, hateful or threatening language;
• flirt with, make personal or sexual remarks to, or harass any customer, or ask for their photos or personal details for non-business reasons;
• move customers to personal phone numbers, personal social media accounts or other private channels, or arrange side deals outside your business;
• ask customers for one-time passwords (OTPs), passwords or card PINs, or for payment to a personal account; or
• use the Service for any other suspicious, deceptive or unlawful purpose.

To protect your customers and the WhatsApp ecosystem, the Service automatically screens messages that team members write against a conduct word list. The list covers English, Arabic and other languages. It includes rules that apply to every workspace and rules that your admins add. Depending on the rule, a message may be blocked before it is sent, or sent after a warning and recorded. Each match is recorded with the team member's name, the time, the conversation and the matching text. An alert goes straight away to the team member, to your workspace admins, moderators and the team member's team leads, and to EORBITAL's platform team.

You must tell your team members about this screening before they use the Service, and get any consent your local law requires. Automated screening can miss things or flag innocent messages. It does not replace your own supervision, and you decide what action to take within your organisation. If we see serious or repeated violations, such as harassment, sexual content or requests for money or OTPs, we may suspend the team member's access or your account under section 10. Where the law requires it, we may also report the matter to Meta or to the authorities.

8. Fees

Subscription fees are shown on our pricing page or in your order, and are billed in advance. Except where the law requires otherwise, fees are non-refundable. We may change prices with at least 30 days' notice.

9. Prohibited use

• Illegal, fraudulent, deceptive, harassing or harmful content, including phishing
• Harassing, flirting with or making sexual or personal remarks to customers, or asking them for photos or private details
• Asking customers for OTPs, passwords or payment to personal accounts, or moving them to private channels to get around your business
• Getting around rate limits, opt-out handling, conduct screening or abuse detection
• Reselling the Service without our written agreement
• Any use that breaks Meta's WhatsApp policies

10. Suspension and termination

You can cancel at any time. We may suspend or end your access if you or your team members breach these Terms (including the conduct rules in section 7), fail to pay, if Meta restricts your WABA, or if the law requires it. After termination, we delete your data as described in our Privacy Policy and Data Deletion Instructions.

11. Disclaimers and liability

The Service is provided "as is". Message delivery depends on Meta and on mobile networks, and we do not guarantee it. To the extent the law allows, EORBITAL is not liable for indirect or consequential losses. Our total liability is limited to the fees you paid in the 3 months before the claim.

12. Changes

We may update these Terms. We will tell you about material changes by email or in the app. If you keep using the Service after a change takes effect, you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of the United Arab Emirates, and the courts of the UAE have jurisdiction.

14. Contact

EORBITAL FZ LLC — https://e-orbital.com
Email: support@reachouteasy.com