Terms of service

OrderAgent is a trading name. Where these documents say “we”, “us” or “our”, they mean the operator of the OrderAgent service.

These terms are the agreement between OrderAgent and the shop using it. They apply from the moment a shop's WhatsApp number is connected to the service.

They are written for the person who runs the shop. Your customers are not party to this agreement — their relationship is with you, which is the whole shape of the product and most of what follows.

The service#

OrderAgent connects a WhatsApp Business number to an order desk. It reads incoming messages, drafts orders against your catalogue, takes the customer through confirmation, sends your payment instructions, collects and checks payment receipts, issues invoices, tracks fulfilment, and gives you a dashboard over all of it.

Onboarding is done by us, with you. It involves provisioning a WhatsApp number under our Meta Business account, loading your catalogue and agreeing a price. There is no self-service signup, and no part of this is instant.

Your account and who can use it#

Your WhatsApp number is your identity. There is no password. You sign in by sending LOGIN to your own bot and opening the link it sends back, which expires in fifteen minutes and works once.

That has a consequence you need to accept before you start: anyone holding the phone that receives that message can reach your dashboard and approve payments. Treat the handset as you would the shop's cash drawer. Tell us immediately if it is lost, and we will cut every existing session.

You may add staff numbers. Staff can move orders through packing and delivery and can read the dashboard; they cannot approve payments, record part-payments, reject receipts, cancel orders or extend deadlines. Those stay with the owner number. Adding someone is your decision and their actions are your responsibility.

What you are responsible for#

• Consent. Your customers are your customers. You are responsible for having a lawful basis to message them and to hold their data. Where a customer sends STOP, the service stops messaging them permanently and you must not work around that.
• Your catalogue. Prices, units, stock figures and product names are yours. The service sells what your catalogue says at the price your catalogue says.
• Your goods. What you sell, whether you may lawfully sell it, and to whom.
• Meta's rules. Your use has to comply with the WhatsApp Business Messaging Policy and Meta's Commerce Policy. Breaching them can cost the number its quality rating or get it disabled, and neither is something we can appeal on your behalf.
• Your broadcasts. Message templates you send to a list are marketing you are sending. Volume, timing and content are yours.
• Your tax. The invoices the service generates are built from your data. They are not tax advice and we do not warrant that they satisfy any particular authority's requirements.

What the service deliberately does not do#

Stating this plainly is more useful than a warranty disclaimer, and it is genuinely how the product is built:

• It never approves money. No receipt, however convincing, marks an order paid. Only a person at your shop does that. Automated receipt checking flags a receipt for your review; the decision is always yours and is always final.
• It does not verify that a receipt is genuine. It reads what the image says and compares it against the order, the currency, the timing and the receipts it has already seen. A convincing forgery reads as a receipt. Approving is your judgement.
• It does not guarantee a message arrives. Meta carries the messages and decides whether to deliver them. Where a send is rejected the service records it as not delivered rather than pretending otherwise, but it cannot make the delivery happen.
• It does not talk to your customers on subjects it has no data for. It will not answer a question about ingredients, allergens or provenance, because your catalogue does not hold that information and inventing it in your shop's voice would be worse than silence.

Automated reading, and what it means for you#

A language model reads incoming messages to work out what they are asking for, and reads uploaded receipts to extract the amount and reference. It is probabilistic. It will occasionally misread a message.

The design puts a human in the way of the two places where that would cost real money: your customer must tap Confirm on a drafted order before it exists, and you must approve a payment before it settles. Neither can be turned off.

You should still review your orders. We are not liable for a shop's loss arising from a misread message that a confirmation step displayed to the customer and the customer confirmed.

Fees#

Prices are agreed per shop, on the call that also provisions your number. Plans differ by order allowance and by which capabilities are switched on.

WhatsApp conversation charges are separate. Meta bills per 24-hour conversation at a rate that varies by country and message type. We pass those on at cost and do not mark them up. They are not included in any plan price, and we will estimate them for your volume before you commit.

The order allowance is soft. Passing it does not stop your orders, block your customers or degrade the service — you get a warning, and we talk about the plan. A limit that silently refused a real customer's order to enforce a billing tier would be the wrong trade for everyone.

Fees are payable as agreed. Where an invoice is unpaid we will ask before we do anything about it.

Availability#

We do not offer an uptime guarantee, and we will not print a number we cannot stand behind.

The service depends on Meta's WhatsApp Business Platform, on our hosting and database providers, and on a model provider. An outage at any of them is an outage here. Scheduled work is announced where we can foresee it.

Suspension#

We may suspend a shop's access for non-payment, for a breach of these terms, or where continuing would put the WhatsApp number itself at risk.

If that happens:

• Owner commands stop working, and the dashboard refuses the session.
• Your customers are not left messaging a void — they receive one neutral notice, at most once a day. A suspension may be a billing dispute, and your customer is not a party to it.
• Your data is not deleted by a suspension. Reactivation restores access.

Ending the agreement#

You may stop at any time by telling us. We may end the agreement with reasonable notice.

When it ends: you can ask for an export of your data, we release the WhatsApp number or hand it over where that is possible, and the account's data is deleted on the timetable in the privacy policy — apart from financial records, which are retained for 7 years because they are the record of real trades.

Who owns what#

The software, the interface and the documentation are ours. Nothing here transfers any of it to you.

Your data is yours — your catalogue, your customers, your orders, your conversations, your invoices. You grant us the permission needed to process it in order to run the service for you, and nothing beyond that. We do not use it to train models, we do not sell it, and we do not use one shop's data to serve another.

Liability#

The service is provided as it is. To the extent the law allows, we exclude implied warranties of merchantability, fitness for a particular purpose and non-infringement.

We are not liable for indirect or consequential loss, for lost profits, or for loss arising from a decision you made — including approving a payment, accepting a receipt, or shipping against one.

Where we are liable, our total liability in any twelve-month period is limited to the fees you paid us in that period.

Nothing here excludes liability that cannot lawfully be excluded, including for fraud or for death or personal injury caused by negligence.

Indemnity#

You will indemnify us against claims arising from what you sell, from how you obtained your customers' consent, from content you send through the service, and from your breach of these terms or of Meta's policies.

Changes#

We may change the service and these terms. A material change moves the effective date at the top of this page and is announced through the product. Continuing to use OrderAgent after that date means the new version applies.

We will not change what you are charged without telling you first.

Governing law#

These terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction over any dispute arising from them.

Before anyone goes near a court, write to us. Almost everything that looks like a dispute here is a misunderstanding about a payment or a message, and the audit trail usually settles it in an afternoon.