1. The service
chat.or.ke is a web-based platform for managing customer conversations across WhatsApp, email and SMS, with tools such as an AI assistant, CRM, helpdesk, broadcasts and a product catalog. Every workspace gets all features; you pay for the messages you send.
2. Your account
You must give accurate information when you sign up and keep your password secure. You are responsible for all activity in your workspace, including the actions of team members you invite.
You must be at least 18 years old and have the authority to accept these terms for your business.
3. Setup fee
Creating a chat.or.ke account is free. To send messages on WhatsApp you pay a one-off setup fee, which covers setting up your Meta business profile and WhatsApp number. The setup fee is not refundable once setup work has started.
4. Wallet, message fees and payment
Messages are paid for from a prepaid wallet in Kenyan Shillings, topped up with M-Pesa. Each message is charged when it is sent, at the price for its type shown on our pricing page.
Our message prices include Meta's WhatsApp fees and exclude VAT. We may change prices, for example when Meta changes its rates, and will give you at least 30 days' notice.
Messages sent through your own email provider or your own SMS gateway are billed by those providers. Wallet credit does not expire and is not refundable, except where the law requires otherwise.
5. Acceptable use
You must use chat.or.ke lawfully and follow the WhatsApp Business Messaging Policy and the rules of every other channel you use. In particular, you must not:
- message people who have not agreed to hear from you, or ignore opt-out requests;
- send spam, scams, harassment, illegal content or content that infringes the rights of others;
- sell prohibited or restricted goods and services through WhatsApp;
- try to break, overload or gain unauthorised access to the service.
6. Your content and data
You keep ownership of the content and customer data you put into chat.or.ke. You allow us to host, process and transmit it only as needed to provide the service. Our privacy policy explains how we handle personal data.
7. Third-party services
chat.or.ke relies on third-party services such as Meta's WhatsApp Business Platform, SMS gateways and mobile networks, and your email provider. Their own terms also apply, and they may change, limit or suspend their services, including message limits and template approvals, in ways outside our control.
8. AI features
AI-generated replies can be inaccurate. You are responsible for how the AI assistant is used in your workspace and for the messages sent to your customers.
9. Availability and support
We work to keep chat.or.ke available and secure, but we cannot guarantee uninterrupted service. We may carry out maintenance and will try to keep disruption to a minimum.
10. Suspension and cancellation
You can stop using chat.or.ke at any time. We may suspend or close a workspace that breaks these terms, does not pay or creates legal or security risks, including risks to our WhatsApp access or other customers.
11. Limitation of liability
chat.or.ke is provided "as is". To the extent the law allows, we are not liable for indirect or consequential losses, such as lost profits or lost data, and our total liability is limited to the fees you paid us in the three months before the claim.
12. Governing law
These terms are governed by the laws of Kenya, and any disputes will be handled by the courts of Kenya.
13. Changes to these terms
We may update these terms. When we do, we change the "last updated" date and give workspace owners notice of significant changes. Continuing to use chat.or.ke after changes take effect means you accept them.
14. Contact us
Questions about these terms? Email us at hello@chat.or.ke.