These Terms of Use ("Terms") constitute a legally binding agreement between you ("User", "you") and Nexpa ("Company", "we", "us") governing your use of the Nexpa platform available at customer.nexpa.co. Please read these Terms carefully.
1. Acceptance of Terms
By registering for, accessing, or using Nexpa in any way, you confirm that:
- You are at least 18 years of age;
- You have the legal authority to enter into this agreement on behalf of yourself or the business you represent;
- You have read, understood, and agree to be bound by these Terms and our Privacy Policy; and
- If you are using Nexpa on behalf of a company, that company is lawfully registered and operating in its jurisdiction.
If you do not agree to these Terms, you must not use Nexpa.
2. Service Description
Nexpa is a software-as-a-service (SaaS) platform that enables businesses and entrepreneurs worldwide to create, deploy, and manage AI-powered WhatsApp chatbots for customer support, sales automation, and business communication. The service includes:
- A web dashboard for creating and configuring AI bots
- WhatsApp Business API integration (via Meta Cloud API and supported BSPs)
- AI response generation powered by large language models
- Knowledge base management and retrieval-augmented generation (RAG)
- Broadcast campaign management
- Conversation analytics and reporting
- Multi-agent escalation and human handover
We reserve the right to modify, enhance, or discontinue any feature of the service at any time, with reasonable notice to subscribers.
3. Account Registration & Security
You must provide accurate, current, and complete information during registration and keep it updated. You are solely responsible for:
- Maintaining the confidentiality of your account credentials;
- All activity that occurs under your account, whether authorised by you or not;
- Notifying us immediately at support@customer.nexpa.co if you suspect unauthorised access to your account.
Nexpa will not be liable for any loss resulting from unauthorised use of your account where you failed to maintain adequate security.
You may not share your account credentials, create multiple accounts to circumvent plan limits, or use automated means to create accounts.
4. Subscription & Payment
4.1 Plans and Pricing
Nexpa offers the following subscription plans, priced in US Dollars (USD) and billed monthly:
- Starter — $19/month: 3 bots, 500 conversations/month, 1 GB knowledge base
- Growth — $49/month: 6 bots, 2,500 conversations/month, 5 GB knowledge base
- Business — $149/month: 15 bots, 10,000 conversations/month, 20 GB knowledge base
A 14-day free trial is available on new accounts. No credit card is required to start a trial. Trial accounts have access to Starter-level features.
4.2 Payment Processing
Payments are processed by Stripe. By subscribing, you authorise Stripe to charge your nominated payment method on a recurring monthly basis. All prices exclude any taxes required by your jurisdiction, which may be added at checkout.
4.3 Refund Policy
Subscription fees are non-refundable except where required by law or where Nexpa has materially failed to deliver the service. If you experience a service failure, contact billing@customer.nexpa.co within 7 days of the incident. We will review and, at our discretion, issue a pro-rated credit to your account.
4.4 Price Changes
We may update subscription prices with at least 30 days' written notice by email. Continued use after the effective date constitutes acceptance of the new pricing.
4.5 Conversation Overages
Once your monthly conversation limit is reached, new conversations will not be processed until the next billing cycle or until you upgrade your plan. No additional charges will be applied automatically.
5. Acceptable Use Policy
You may only use Nexpa for lawful purposes. You agree not to:
- Send spam, unsolicited bulk messages, or conduct mass cold-outreach campaigns without recipient consent
- Transmit content that is defamatory, obscene, harassing, threatening, or discriminatory
- Use Nexpa to promote or facilitate illegal activities under any applicable jurisdiction
- Impersonate any person, business, or government entity
- Attempt to gain unauthorised access to Nexpa's systems, databases, or other users' accounts
- Reverse-engineer, decompile, or create derivative works from the Nexpa platform
- Resell, sublicense, or white-label Nexpa without a separate written reseller agreement
- Use Nexpa to promote gambling, adult content, weapons, financial scams, cryptocurrency pump-and-dump schemes, or multi-level marketing
- Circumvent Nexpa's rate limits, usage caps, or security controls
6. WhatsApp Policy Compliance
Your use of Nexpa to send WhatsApp messages is subject to the WhatsApp Business Policy and Meta Platform Terms. You are solely responsible for ensuring your use of WhatsApp through Nexpa complies with those policies.
Nexpa implements an automated content compliance filter that blocks messages related to:
- Gambling and gaming of chance
- Adult content and escort services
- Weapons, firearms, and controlled substances
- Financial fraud and advance fee scams (419)
Violation of WhatsApp's policies may result in your WhatsApp Business Account being restricted or permanently banned by Meta. Nexpa accepts no liability for account restrictions arising from your non-compliance.
7. Intellectual Property
The Nexpa platform, including its software, design, trademarks, and documentation, is owned by Nexpa and protected by copyright law and international intellectual property treaties.
Your content is yours. You retain all ownership rights to the knowledge base content, bot configurations, and data you upload to Nexpa. You grant Nexpa a limited, non-exclusive, worldwide licence to process your content solely for the purpose of providing the service to you.
You represent and warrant that you own or have the right to use all content you upload, and that such content does not infringe any third-party intellectual property rights.
8. AI-Generated Content
Nexpa uses large language models (including Anthropic's Claude) to generate bot responses on your behalf. You acknowledge that:
- AI responses may occasionally be inaccurate, incomplete, or inappropriate — you are responsible for reviewing and testing your bot before deployment
- Nexpa does not guarantee that AI responses will be factually correct or suitable for your specific business needs
- You are responsible for the content sent to your customers through your bot, regardless of whether it was AI-generated
- You should not deploy bots for regulated industries (medical, legal, financial advice) without appropriate human review of AI outputs
9. Suspension & Termination
9.1 Termination by You
You may cancel your subscription at any time from the Billing & Plan section of your dashboard. Cancellation takes effect at the end of your current billing period. Your data will be retained for 90 days after cancellation before being permanently deleted.
9.2 Termination by Nexpa
We may suspend or terminate your account immediately if you:
- Violate these Terms or our Acceptable Use Policy;
- Fail to pay outstanding subscription fees after 7 days' notice;
- Engage in conduct that endangers the security, integrity, or reputation of the platform or other users;
- Provide false information during registration.
Where termination is for reasons other than your breach, we will provide at least 30 days' written notice and offer a pro-rated refund for the unused portion of your subscription.
10. Limitation of Liability & Disclaimer
The Nexpa platform is provided "as is" and "as available". To the maximum extent permitted by applicable law, Nexpa expressly disclaims all warranties, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
Nexpa shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, loss of data, or loss of business opportunities, arising from your use of or inability to use the service.
Our total aggregate liability to you for any claim arising from these Terms shall not exceed the total fees paid by you to Nexpa in the three months immediately preceding the claim.
Nexpa is not liable for actions taken by Meta/WhatsApp, including suspension or ban of your WhatsApp Business Account due to policy violations, regardless of cause.
11. Governing Law & Disputes
These Terms shall be governed by and construed in accordance with the laws of the Republic of Singapore. The courts of Singapore shall have exclusive jurisdiction over any dispute arising from these Terms.
Before initiating formal legal proceedings, both parties agree to attempt resolution through good-faith negotiation for a period of not less than 30 days.
12. Contact
For questions about these Terms, contact:
- Email: legal@customer.nexpa.co