Terms of Service

Axgen is operated by AXGEN AI PVT LTD ("Axgen", "we", "us"), a company incorporated in India.

1. Agreement

These terms are between Axgen and the business using it ("you"). By creating an account, connecting a WhatsApp Business Account, or using the service, you agree to them. If you are agreeing on behalf of a company, you confirm you may bind it.

You must be at least 18 years old.

Our privacy policy explains what we collect and why, and forms part of these terms.

2. What Axgen does

Axgen is an AI sales agent for the enquiries your business receives on WhatsApp. It:

• receives messages sent to the WhatsApp Business number you connect
• replies inside WhatsApp's 24-hour customer service window
• works out what the enquirer wants and records it as a lead
• follows up when a conversation goes quiet
• hands the conversation to your team when asked, or when your rules say so

Axgen sends messages on your behalf, from your own number. You remain the business the customer is talking to.

3. Your WhatsApp account, and Meta's rules

You connect your own WhatsApp Business Account through Meta's Embedded Signup. You keep ownership of it and you can disconnect at any time.

Your use of WhatsApp is also governed by Meta's terms, including the WhatsApp Business Messaging Policy and, where you sell through it, the WhatsApp Commerce Policy. Those rules are Meta's, not ours, and Meta enforces them against your number — a breach can cost you your number's quality rating or the number itself.

You are responsible for:

• having a lawful basis and, where required, opt-in to message the people you message
• the accuracy of what you configure Axgen to say — your services, areas and prices
• messaging only people you are permitted to message

We may suspend sending on a number if Meta tells us to, or if we reasonably believe continuing would breach Meta's policies or the law.

4. Replies are generated automatically

Axgen drafts replies with a large language model, from the configuration you give it. They are not written by a person each time.

You accept that:

• A model can be wrong. Axgen is built to refuse rather than guess — it will not quote a price you have not approved, and it declines what it cannot answer — but you are responsible for what goes out from your number.
• You can stop it at any time. There is a kill switch for the whole account and for each number. Ask for a human in a conversation and the automation stops there.
• Where you run Axgen in review mode, no message is sent until someone on your team sends it.

Axgen does not present itself as a named member of your staff.

5. Your content and your customers' data

Your configuration, your leads and your conversations stay yours. You give us the licence needed to run the service for you: to receive, store, process and send that content, and to have our processors do the same, as set out in the privacy policy.

For the personal data of the people who message you, you are the Data Fiduciary and Axgen is a Data Processor under India's Digital Personal Data Protection Act, 2023. We act on your instructions. You are responsible for answering their requests; we will help, and will act when you instruct us.

We do not sell your data, and we do not use your conversations to train general-purpose AI models.

6. Acceptable use

You must not use Axgen to:

• send unsolicited marketing, or message people who have not opted in
• break any law, or Meta's policies
• impersonate anyone, or misrepresent who you are
• send or solicit content that is unlawful, harassing or deceptive
• sell what WhatsApp's Commerce Policy prohibits
• attempt to access another business's data, or probe our systems
• resell the service or share your account credentials

An agency may manage separate accounts on behalf of its clients. Each connected WhatsApp Business Account must belong to the business it represents.

7. Fees

Axgen is in early access and pricing is not published. Where fees apply to your account, they will be the ones agreed with you in writing before they start, and these terms will be updated when pricing is set.

Meta's messaging charges are separate and are billed by Meta to you directly. Axgen takes no share of them and holds no credit line on your behalf.

8. Availability and support

We aim to keep Axgen running continuously but do not promise uninterrupted service. Parts of it depend on WhatsApp, Meta and other providers, and an outage there can stop messages flowing regardless of anything we do.

We do not currently offer a service level agreement. Support is by email at hello@axgen.co.

9. Suspension and termination

You may stop using Axgen at any time by disconnecting your WhatsApp Business Account and closing your account.

We may suspend or end an account that breaches these terms, or that Meta requires us to suspend.

When an account closes, we delete its data — including the conversations belonging to its customers — within 30 days, except records the law requires us to keep. See the data deletion page.

If we end an account for convenience rather than for breach, we will give you at least 30 days' notice so you can export what you need. Ask us and we will provide your leads and conversation records in a machine-readable form.

10. Intellectual property

Axgen, its software, prompts and interfaces remain ours. These terms give you a right to use the service, not to own any part of it.

Feedback you send us may be used to improve the product, with no obligation to you.

11. Warranties and liability

The service is provided "as is". We do not warrant that it will be uninterrupted, error-free, or that its replies will always be accurate.

To the extent the law allows, neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill or data.

Our total liability to you for any claim is limited to the fees you paid us in the twelve months before the claim arose.

Nothing here excludes liability that cannot be excluded under Indian law.

12. Indemnity

You will indemnify us against claims arising from your use of the service in breach of these terms or Meta's policies, including claims by the people you message about consent or content you configured.

13. Changes

We may change these terms. If a change materially affects you, we will tell you at least 30 days before it takes effect. Continuing to use Axgen after that means you accept the change.

14. Governing law

These terms are governed by the laws of India. The courts of Pune, Maharashtra have exclusive jurisdiction.

15. Contact

AXGEN AI PVT LTD, India — hello@axgen.co