Terms of Service

Last updated: April 07, 2026

1. Acceptance of Terms

By creating an account or using Fiwano ("Service", "Platform", "we", "us", or "our"), you ("User", "you", or "your") agree to comply with and be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not access or use the Service.

We reserve the right to modify these Terms at any time. Continued use of the Service after changes constitutes acceptance of the modified Terms.

2. Description of Service

Fiwano provides integration services for connecting WhatsApp, Instagram, and Facebook Messenger business accounts to external systems through a verified Meta Tech Provider application. The Service includes:

• Channel Connection: OAuth-based connection to WhatsApp Business API, Instagram Messaging API, and Facebook Messenger API
• Message API: REST API for sending and receiving messages
• Template Management: Creation and management of WhatsApp message templates
• Webhook Delivery: Real-time delivery of incoming messages and status updates
• Dashboard: Web portal for managing channels, API keys, and billing

3. User Registration and Accounts

3.1 Account Creation

You must create an account to use the Service. You may register using:

• Email and password
• OAuth providers (Google, GitHub)

3.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access
• Ensuring your account information is accurate and up-to-date

3.3 Account Eligibility

You must be at least 18 years old and have the legal capacity to enter into contracts. By creating an account, you represent and warrant that you meet these requirements.

4. Billing and Payments

4.1 Pricing

The Service is billed at $12 USD per connected channel slot per month. A "slot" is a single WhatsApp Business phone number, Instagram account, or Facebook Page connected to the Platform.

4.2 Free Trial

New users receive a 7-day free trial with full access to all features. No credit card is required to start the trial. After the trial period expires, you must subscribe to continue using connected channels.

4.3 Payment Processing

Payments are processed through Paddle.com Market Limited ("Paddle"), our Merchant of Record. By subscribing, you agree to Paddle's terms and authorize recurring charges to your payment method.

4.4 Subscription Management

• Billing Cycle: Monthly, charged on the same day each month
• Quantity: Automatically adjusted based on the number of active channels
• Upgrades: Take effect immediately; you're charged the prorated amount
• Downgrades: Take effect at the next billing cycle
• Cancellation: You may cancel at any time. Access continues until the end of the current billing period

4.5 Refund Policy

Payments are processed by Paddle.com Market Limited ("Paddle") as our Merchant of Record. All refund requests are handled by Paddle in accordance with their Refund Policy.

You may request a refund within 14 days of your transaction date by:

• Using the "View receipt" or "Manage subscription" link in your transaction confirmation email
• Visiting paddle.net and selecting "Request refund"
• Contacting Paddle support from your account's billing page

Submission of a request within the 14-day period does not guarantee a refund — all requests are reviewed on a case-by-case basis by Paddle. Where local consumer protection laws grant statutory withdrawal rights, those rights always apply.

4.6 Meta Platform Fees

Important: Meta charges separate fees for WhatsApp Business API usage based on conversation volumes. These fees are billed directly by Meta and are NOT included in your subscription to our Platform. You are responsible for all Meta fees associated with your usage.

4.7 Unpaid Accounts

If payment fails or your subscription expires:

• Incoming messages will be logged but NOT delivered to your webhook
• Outgoing message sending will be blocked
• Access to dashboard and API will be restricted
• Channels will be preserved for 30 days, after which they may be deleted

5. Data and Privacy

Your use of the Service is subject to our Privacy Policy, which describes how we collect, use, and protect your data. Key points include:

• We encrypt Meta access tokens at rest using Fernet encryption
• User passwords are hashed using bcrypt
• We do not store message content beyond temporary webhook delivery logs
• You own your data and can export or delete it at any time

6. Acceptable Use Policy

You agree NOT to use the Service to:

• Violate any laws or regulations
• Send spam, unsolicited messages, or violate Meta's messaging policies
• Harass, abuse, or harm others
• Transmit malware, viruses, or malicious code
• Interfere with or disrupt the Service or servers
• Attempt to gain unauthorized access to systems or data
• Impersonate any person or entity
• Resell or redistribute the Service without authorization

Violation of this policy may result in immediate suspension or termination of your account.

7. Meta Platform Terms Compliance

You acknowledge that your use of WhatsApp, Instagram, and Facebook Messenger through our Service is subject to:

• WhatsApp Business Terms
• Meta Platform Terms
• WhatsApp Commerce Policy

You are responsible for ensuring your use complies with all Meta policies. We may suspend or terminate your access if Meta suspends your account or if we determine you are in violation.

8. Service Availability and Support

8.1 Uptime

We strive to provide 99.9% uptime but do not guarantee uninterrupted service. The Service may be unavailable due to maintenance, updates, or factors beyond our control.

8.2 Support

Support is provided via email at contact@fiwano.com. We aim to respond within 24 business hours.

8.3 API Rate Limits

The API is rate-limited to 100 requests per minute per API key. Exceeding this limit will result in HTTP 429 responses.

9. Intellectual Property

The Service, including all software, designs, text, graphics, and trademarks, is owned by us or our licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not:

• Copy, modify, or create derivative works of the Service
• Reverse engineer, decompile, or disassemble any part of the Service
• Remove or alter any copyright, trademark, or proprietary notices

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND
• WE DO NOT GUARANTEE THAT THE SERVICE WILL BE ERROR-FREE OR UNINTERRUPTED
• WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES
• OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM

Some jurisdictions do not allow the exclusion of certain warranties or limitations of liability, so some of the above may not apply to you.

11. Indemnification

You agree to indemnify, defend, and hold harmless Fiwano, its affiliates, and their officers, directors, employees, and agents from any claims, liabilities, damages, losses, and expenses (including legal fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any third-party rights
• Content you send through the Service

12. Termination

12.1 By You

You may terminate your account at any time by:

• Canceling your subscription through the billing portal
• Deleting your account from the dashboard
• Contacting us at contact@fiwano.com

12.2 By Us

We may suspend or terminate your account if:

• You violate these Terms
• Your account is inactive for more than 12 months
• We are required to do so by law
• We discontinue the Service (with 30 days' notice)

12.3 Effect of Termination

Upon termination:

• Your access to the Service will cease immediately
• Connected channels will be disconnected from Meta
• We will retain data as required by law or our Privacy Policy
• You remain responsible for any outstanding fees

13. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective:

• Immediately upon posting for non-material changes
• 30 days after notice for material changes

We will notify you of material changes via email or dashboard notification. Continued use of the Service after changes constitutes acceptance.

14. Governing Law and Disputes

These Terms are governed by the laws of Georgia (country), where the operator is registered, without regard to conflict of law principles.

Any disputes arising from these Terms or your use of the Service shall be resolved through:

• Good faith negotiation
• If negotiation fails, binding arbitration or courts in our jurisdiction

15. Miscellaneous

15.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and us.

15.2 Severability

If any provision is found to be unenforceable, the remaining provisions will remain in full effect.

15.3 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

15.4 Assignment

You may not assign or transfer these Terms without our written consent. We may assign these Terms without restriction.

16. Contact Information

If you have questions about these Terms, please contact us: