Terms & Conditions

1. The service

Vaalo is a multi-tenant software-as-a-service (SaaS) platform that helps businesses capture leads from connected channels, manage customer conversations, automate follow-up work, and use AI agents under human control. Features may be added, changed, or retired over time; material changes to these terms will be notified in advance through the platform or by email.

2. Accounts and workspaces

• You register a workspace (a "tenant") with a company name, an admin name, an email address, and a password. The email address must be verified before the first sign-in.
• You are responsible for everyone you invite into your workspace, for the roles you grant them, and for all activity under your workspace's accounts.
• Passwords must meet the platform's password policy (minimum 12 characters with mixed case, a digit, and a special character). Keep credentials confidential; tell us promptly if you believe an account is compromised.
• One person's login may belong to more than one workspace; access to each workspace is decided by that workspace's own roles and permissions.

3. Your data and your responsibilities

• Your business data remains yours. Leads, contacts, conversations, campaigns, and other content you or your integrations put into Vaalo ("Tenant Data") belong to you. You grant Vertex Loop only the rights needed to store, process, and display Tenant Data to operate the service for you.
• You are the data fiduciary for your leads' personal data. You must have a lawful basis - including consent where required - to collect, store, and contact the people whose data you manage in Vaalo, and to run outreach (including WhatsApp messages, calls, and automated follow-ups) to them.
• You must honour consent withdrawals and opt-outs. Vaalo provides consent recording, withdrawal propagation, and data-principal request workflows to help you do so, but the legal responsibility for lawful outreach stays with you.
• You are responsible for the accuracy of data you import and for the configuration of your integrations, automations, templates, and AI agents.

4. Acceptable use

You agree not to use Vaalo to:

• send unsolicited bulk messages, spam, or communications that violate the terms of the connected platforms (including Meta's WhatsApp policies) or applicable law, including India's DPDP Act 2023 and telecom regulations on commercial communication;
• contact people who have withdrawn consent or asked not to be contacted;
• upload or transmit unlawful, infringing, deceptive, or harmful content;
• attempt to access another workspace's data, probe or bypass the platform's security controls, or interfere with the service's operation;
• resell or sublicense access to the platform except through an authorised agency arrangement;
• use the API or automations to overload shared infrastructure or other tenants.

We may suspend a workspace that breaches this section, with notice where the situation allows it.

5. Third-party platforms and integrations

Vaalo connects to third-party services - such as Meta (Lead Ads, WhatsApp, Instagram), Google (Ads, Sheets), IndiaMART, JustDial, and Razorpay - only through their official APIs and only with your authorisation. Those services are governed by their own terms; Vertex Loop is not responsible for their availability, policy changes, or charges. If a provider changes or withdraws an API, a connected feature may change or stop working.

6. Payments

• Your customers pay you, not us. Where you collect payments through Vaalo (for example via a Salesform), the payment is processed by your own Razorpay account connected to your workspace. Funds settle directly between your customers and your Razorpay account; Vertex Loop never holds, routes, or takes custody of those funds, and is not a party to the transaction.
• Any subscription fees for Vaalo itself are charged under the plan terms presented at the time of purchase. Plan details, where applicable, are shown in your workspace before you commit to them.
• You are responsible for taxes, refunds, and chargebacks on payments you collect from your customers.

7. AI features

Vaalo's AI agents work only inside your workspace, under the rules and autonomy levels you configure, and are governed additionally by our AI Policy. You are responsible for reviewing agent configuration and for consequential actions you approve. AI output can be wrong; it is decision support for your team, not a substitute for your own judgement.

8. Availability and support

We work to keep Vaalo available and responsive, and we maintain internal monitoring, backups, and an incident process. However, the service is provided on an "as available" basis: we do not promise uninterrupted operation, and scheduled maintenance or provider outages may affect availability. Support is provided through the in-product support desk.

9. Suspension and termination

You may stop using Vaalo and close your workspace at any time. We may suspend or terminate a workspace for material breach of these terms, unlawful use, non-payment of applicable fees, or where required by law. On termination, access to the workspace ends; how long Tenant Data is retained afterwards, and how you can export it before closure, is described in the Privacy Policy.

10. Liability

To the maximum extent permitted by law, Vertex Loop's aggregate liability arising out of or relating to the service is limited to the amounts you paid to Vertex Loop for the service in the twelve months before the claim arose. Neither party is liable for indirect or consequential losses - such as lost profits or lost business opportunities - except where liability cannot be limited by law. Nothing in these terms limits liability for fraud or wilful misconduct.

11. Governing law

These terms are governed by the laws of India. Disputes will first be addressed through good-faith discussion; unresolved disputes are subject to the jurisdiction of the courts of Chennai, Tamil Nadu.

12. Contact

Vertex Loop Pvt Ltd, Chennai, Tamil Nadu, India. Questions about these terms can be raised through the support desk inside your workspace, or via the contact options on this website.