Terms of service

Souhait Connect is operated by:

You must be at least 18 years old and legally capable of entering into a binding agreement to use the Services.

You may not use the Services if:

• Applicable law prohibits you from doing so;
• Your account was previously suspended or terminated for serious misconduct;
• You are acting on behalf of an organisation without authority; or
• Your use would violate sanctions, export-control requirements, or third-party platform rules.

You must provide accurate, current, and complete registration information. You are responsible for keeping that information updated.

You are also responsible for:

• Protecting account passwords, access tokens, and authentication credentials;
• Restricting access to authorised team members;
• Assigning appropriate user roles and permissions;
• Activities carried out through your account;
• Promptly removing access when a team member leaves;
• Maintaining control of your connected WhatsApp Business account; and
• Notifying us immediately of suspected unauthorised access.

You may not share individual login credentials between multiple people or allow another person to impersonate an authorised user.

We may require identity, business, or account verification before enabling certain features.

Subject to these Terms and payment of applicable fees, Souhait Connect grants you a limited, non-exclusive, non-transferable, revocable right to access and use the Services for your lawful internal business purposes.

Features may include:

• WhatsApp Business integration;
• AI-assisted customer responses;
• Automated workflows;
• Shared team inboxes;
• Lead and customer management;
• Product, order, and booking tools;
• Analytics and reports;
• Payment-link integrations;
• Knowledge-base management; and
• Other features introduced from time to time.

Specific features may depend on your subscription plan, geographic location, third-party services, technical availability, or regulatory requirements.

Souhait Connect is an independent service and is not WhatsApp or Meta. WhatsApp, Meta, Paystack, cloud-service providers, AI providers, and other integrations are separate third parties.

Your use of a third-party service remains subject to that provider’s terms, policies, pricing, technical limitations, and approval requirements.

You are responsible for:

• Maintaining a valid WhatsApp Business account;
• Obtaining approval for message templates where required;
• Obtaining proper customer consent before sending messages;
• Complying with messaging windows and opt-out requirements;
• Paying applicable third-party charges; and
• Ensuring that your products, services, and communications comply with third-party policies.

We do not guarantee that Meta, WhatsApp, or another provider will approve, maintain, or restore your account, telephone number, message template, or integration.

We are not liable for interruptions, restrictions, price changes, suspensions, data loss, or account actions caused by a third-party provider, except to the extent directly caused by our breach of these Terms.

You are responsible for your business, users, customer communications, products, services, automations, and use of the Services.

You must:

• Comply with all applicable laws and regulations;
• Follow our Acceptable Use Policy;
• Provide customers with appropriate privacy notices;
• Establish a lawful basis for processing personal data;
• Obtain required marketing and messaging consent;
• Maintain records of consent where necessary;
• Honour opt-out, access, correction, and deletion requests;
• Review automated workflows before activating them;
• Monitor AI-generated responses;
• Provide human support where appropriate; and
• Ensure the accuracy of information in your knowledge base.

You are responsible for determining whether Souhait Connect is appropriate for your business and regulatory obligations.

Customer Data

Information, content, messages, files, contacts, instructions, and records submitted to or processed through the Services by or for a Customer.

As between you and Souhait Hub, you retain ownership of your Customer Data.

You grant Souhait Hub a limited licence to host, copy, transmit, process, display, and otherwise use Customer Data only as reasonably necessary to:

• Provide and maintain the Services;
• Deliver messages and perform automations;
• Prevent fraud, abuse, and security threats;
• Provide technical support;
• Comply with law; and
• Fulfil your documented instructions.

You represent that you have all permissions and lawful grounds required to submit and process Customer Data through the Services.

Unless expressly disclosed and enabled, we will not use your private customer conversations to train publicly available AI models.

Our collection and use of personal data are described in our Privacy Policy.

Where Souhait Hub processes personal data on your behalf, you generally act as the data controller and Souhait Hub acts as your data processor or service provider.

You instruct us to process such data as necessary to provide the Services and as otherwise documented through your lawful use of the platform.

Where required, the parties may enter into a separate Data Processing Agreement.

Some features use artificial intelligence to generate responses, summaries, classifications, recommendations, or workflow actions.

AI output may be incomplete, inaccurate, inappropriate, or unsuitable for a particular purpose. You must independently review important output and maintain suitable human oversight.

You must not rely on AI output as a substitute for professional legal, medical, financial, credit, employment, or other regulated advice.

You are responsible for:

• Configuring the AI assistant;
• Reviewing business information supplied to it;
• Testing automations before deployment;
• Monitoring live conversations;
• Correcting inaccurate responses; and
• Escalating sensitive matters to a qualified person.

We do not guarantee that AI-generated output will be unique, accurate, uninterrupted, or free from similarities to content generated for other users.

Certain Services require a paid subscription. Prices, billing periods, usage limits, and included features will be displayed during checkout or in an applicable order form.

By subscribing, you authorise us and our payment provider to charge the applicable fees and taxes using your selected payment method.

Unless stated otherwise:

• Subscription fees are charged in advance;
• Subscriptions renew automatically at the end of each billing period;
• Usage-based and third-party messaging charges may be billed separately;
• You must maintain a valid payment method;
• Fees are exclusive of applicable taxes; and
• You are responsible for taxes imposed on your purchase, excluding taxes on our income.

We may change prices by giving reasonable advance notice. A price change will ordinarily apply from your next renewal date.

We may offer free trials, credits, discounts, or promotional access. These offers may be subject to separate limitations and may be modified or withdrawn where permitted by law.

Unless we state otherwise, unused trial credits have no cash value, are non-transferable, and expire at the end of the stated promotional period.

We may refuse or withdraw promotional access where we reasonably believe that multiple accounts have been created to avoid payment or abuse an offer.

You may cancel a subscription through the dashboard or by contacting support@souhaithub.com.

Cancellation prevents future renewal but does not ordinarily result in a refund for the current billing period. You may continue using paid features until that billing period ends, unless your account is suspended or terminated for a violation.

Except where required by law or expressly stated in writing:

• Subscription fees are non-refundable once a billing period begins;
• Unused time, message allocations, or credits are not redeemable for cash;
• Third-party messaging and transaction fees are non-refundable; and
• Failure to use the Services does not create a right to a refund.

If you believe you were charged incorrectly, contact us within 14 days of the charge. Approved refunds will be returned through the original payment method where practicable.

Souhait Hub and its licensors own all rights in the Services, including the software, website, interfaces, designs, documentation, trademarks, branding, databases, and underlying technology.

Except for the limited right to use the Services, these Terms do not transfer intellectual-property rights to you.

You may not:

• Copy, resell, sublicense, or redistribute the Services;
• Reverse engineer or attempt to extract source code except where law expressly permits;
• Circumvent access controls or usage limits;
• Remove proprietary notices;
• Use our trademarks without written permission; or
• Build a competing service using unauthorised access to the platform.

If you provide feedback, you grant us a worldwide, perpetual, royalty-free right to use that feedback without restriction or payment.

Each party may receive non-public information belonging to the other party.

The receiving party must:

• Use confidential information only for purposes related to the Services;
• Protect it using reasonable care; and
• Disclose it only to persons who need access and are subject to confidentiality obligations.

Confidential information does not include information that is publicly available without breach, independently developed, lawfully received from another source, or already known without a confidentiality obligation.

A party may disclose information where required by law after providing notice where legally permitted.

We aim to provide reliable Services, but we do not guarantee uninterrupted or error-free operation.

We may perform maintenance, update features, introduce usage limits, discontinue features, or modify the Services. Where a material change significantly reduces a paid core feature, we will provide reasonable notice where practicable.

Service availability may be affected by internet connectivity, telecommunications networks, Meta, WhatsApp, payment providers, cloud infrastructure, or events outside our reasonable control.

We may restrict or suspend access where reasonably necessary to:

• Prevent a security threat;
• Stop unlawful or abusive activity;
• Protect customers or third parties;
• Respond to a third-party platform requirement;
• Address overdue fees;
• Investigate a suspected breach; or
• Comply with law.

Where reasonably practicable, we will provide notice and an opportunity to correct the issue. Immediate suspension may occur where delay could cause harm, legal exposure, security risks, or platform disruption.

You may terminate these Terms by cancelling your subscription and closing your account.

We may terminate your account where:

• You materially or repeatedly violate these Terms;
• You violate the Acceptable Use Policy;
• Fees remain unpaid;
• Your conduct creates material legal, security, or reputational risk;
• A third-party provider prevents us from serving the account; or
• We are required to do so by law.

Upon termination, your right to use the Services ends. Provisions intended to survive termination—including payment obligations, intellectual property, disclaimers, limitations of liability, indemnity, and dispute provisions—will remain effective.

You should export Customer Data that you are required to retain before closing your account.

After termination, we may delete or anonymise Customer Data according to our retention practices, legal obligations, backup cycles, and any applicable Data Processing Agreement.

We are not responsible for data deleted after an announced export or retention period has expired.

To the maximum extent permitted by law, the Services are provided on an “as available” basis.

We do not guarantee that:

• The Services will always be uninterrupted, secure, or error-free;
• AI output will be accurate or suitable for your purpose;
• Automations will produce a particular commercial result;
• Messages will always be delivered;
• Third-party integrations will remain available;
• Souhait Connect will satisfy every industry-specific requirement; or
• The Services will prevent all fraud, data loss, or unauthorised access.

Nothing in these Terms excludes warranties or rights that cannot lawfully be excluded.

To the maximum extent permitted by law, Souhait Hub will not be liable for indirect, incidental, special, punitive, or consequential loss, including loss of profits, revenue, goodwill, customers, business opportunities, or data.

To the maximum extent permitted by law, Souhait Hub’s total liability arising from the Services or these Terms will not exceed the fees paid by you to Souhait Hub during the six months immediately preceding the event giving rise to the claim.

These limitations do not apply to liability that cannot lawfully be excluded or limited, including liability for fraud or wilful misconduct.

To the extent permitted by law, you agree to defend, indemnify, and hold harmless Souhait Hub and its personnel from third-party claims, losses, penalties, and reasonable expenses arising from:

• Your Customer Data;
• Your products or services;
• Your communications with customers;
• Your violation of law or third-party rights;
• Your failure to obtain required consent;
• Your misuse of WhatsApp or another integration; or
• Your breach of these Terms or the Acceptable Use Policy.

We will provide reasonable notice of an indemnified claim and allow you to participate in its defence. You may not settle a claim in a manner that admits wrongdoing or imposes obligations on Souhait Hub without our written consent.

These Terms are governed by the laws of the Republic of Ghana, without regard to conflict-of-law principles.

Before commencing formal proceedings, the parties will attempt in good faith to resolve the dispute by written negotiation for at least 30 days.

If the dispute is not resolved, either party may submit it to the courts of competent jurisdiction in Accra, Ghana, unless the parties agree in writing to mediation or arbitration.

Nothing prevents either party from seeking urgent injunctive or protective relief.

You agree to receive contracts, notices, invoices, and other communications electronically.

Electronic acceptance, including selecting an acceptance box or using the Services after being presented with these Terms, constitutes acceptance to the extent permitted by applicable law.

We may update these Terms to reflect changes in law, technology, pricing, security, or the Services.

We will publish updated Terms with a revised “Last updated” date. If a change materially affects your rights, we will provide reasonable advance notice where practicable.

Continued use after the effective date of an update constitutes acceptance of the revised Terms. If you do not agree, you must discontinue use and cancel your subscription.

These Terms, the Privacy Policy, Acceptable Use Policy, and applicable order forms constitute the complete agreement concerning the Services.

If any provision is found unenforceable, the remaining provisions remain effective. Failure to enforce a provision is not a waiver.

You may not assign these Terms without our written consent. We may assign them as part of a merger, restructuring, sale, or transfer of the business.

Neither party is liable for delay caused by events beyond its reasonable control, excluding payment obligations.

Questions about these Terms may be directed to: