Terms of Service

Last updated: 2026-10-02

By using the Twasel platform or creating an account, you agree to the following terms. Please read them carefully before use.

1. Definitions

"Platform" refers to Twasel and all its services. "Subscriber" is the business or individual registered on the platform. "End Customer" is the person who communicates with the subscriber via WhatsApp. "Service" includes conversation management, campaigns, reports, and any feature provided by the platform.

2. Nature of Service

Twasel is a cloud SaaS platform providing WhatsApp business conversation management tools through two connection methods: the official connection via Meta's WhatsApp Business API, and Direct Linking by pairing the subscriber's device via QR code under clause 16. Twasel does not own or control the WhatsApp service.

3. Registration and Accounts

• Information provided during registration must be accurate and up to date
• The subscriber is responsible for protecting their login credentials and not sharing them
• The subscriber must be at least 18 years old or authorized by a legally registered entity

4. Acceptable Use

• Use of the platform is limited to legitimate business purposes in compliance with the laws of the Kingdom of Saudi Arabia
• All messages sent must comply with Meta and WhatsApp Business policies
• The subscriber is responsible for obtaining necessary consents from their customers before messaging them

5. Prohibited Use

• Sending spam, offensive, or illegal content
• Using the platform for fraudulent or unlawful activities
• Attempting unauthorized access to other subscribers' accounts or data
• Reselling or sublicensing platform services to third parties without permission

6. Subscriptions and Payment

Subscription prices are listed on the pricing page. We reserve the right to adjust prices with prior notice to existing subscribers. Monthly and yearly subscriptions renew automatically at the end of their term unless cancelled from the dashboard before the renewal date, while Direct Linking packages are prepaid for a fixed term with no automatic renewal.

7. Intellectual Property

All intellectual property rights of the platform (designs, source code, trademarks) belong to Twasel. The subscriber is granted a limited usage license for the duration of their subscription, not ownership rights.

8. Service Availability and Limitation of Liability

• We strive to provide uninterrupted service but do not guarantee it and are not liable for any downtime
• We are not responsible for interruptions in WhatsApp service by Meta or any third party
• Our total liability shall not exceed the subscription fee paid for the month in which the damage occurred

9. Termination

• You may cancel your subscription at any time from the admin panel
• We reserve the right to suspend or terminate accounts that violate these terms or WhatsApp policies
• Upon termination, data is deleted in accordance with the Privacy Policy and Data Deletion Policy
• If harmful practices or violations of these terms or WhatsApp policies are detected, the platform may suspend the account immediately and in full without prior notice, including disabling all linking methods, the AI assistant, and all features, and forfeiting any prepaid credits or amounts without compensation or refund, while retaining the right to claim damages where applicable

10. Spam Prevention

Twasel enforces a strict spam prevention policy in compliance with Meta policies and the Saudi Cybercrime Law:

• Prior consent must be obtained from recipients before sending any marketing messages through the platform
• Purchasing phone number lists or using numbers collected through illegitimate means is prohibited
• Marketing messages must include a clear method to unsubscribe
• The platform monitors block rates and complaints, and we reserve the right to suspend accounts that exceed acceptable thresholds
• The subscriber bears full responsibility for all content sent through their account

11. Service Level (SLA)

We aim to maintain platform uptime of at least 99.5% per month, subject to the following:

• Uptime does not include scheduled maintenance periods for which subscribers are notified in advance
• Uptime does not include outages caused by third parties (Meta, hosting provider, or internet issues)
• If uptime falls below the specified level due to causes within our control, the subscriber may request compensation calculated as a percentage of the monthly subscription fee

12. Refund Policy

Refunds are subject to our Refund Policy Refund Policy.

13. Privacy

We handle your data in accordance with our Privacy Policy.

14. Governing Law

These terms are governed by the laws of the Kingdom of Saudi Arabia. The competent courts in the Kingdom have jurisdiction over any disputes arising from these terms.

15. Changes

We may update these terms as needed. Subscribers will be notified of material changes. Updates will be published on this page.

16. Direct Linking (QR pairing)

The platform offers Direct Linking, which connects through QR pairing outside Meta's official interfaces. By subscribing to it you acknowledge that it is not part of the official WhatsApp Business products, that its use is subject to WhatsApp's applicable terms, and that the platform guarantees neither connection continuity nor the number's safety from any action WhatsApp may take against violating numbers. Responsibility for the content and purpose of messages sent through it rests solely with the subscriber, and the platform applies sending controls and operational limits that reduce these risks without eliminating them.

17. AI Assistant

These provisions govern the AI Assistant (automated replies) feature and form part of the Terms of Service. By activating the feature you expressly agree to them.

1. The AI Assistant answers your customers strictly from the knowledge base you write yourself and does not invent answers beyond it. When no confirmed answer exists, it transfers the conversation to your team instead of guessing.
2. You are solely responsible for your knowledge base content: its accuracy, updates, and legality. Any price, promise, or policy the assistant states based on your content remains your responsibility, not Twasel.
3. Reply quality depends directly on the quality and completeness of your content, and Twasel does not guarantee the accuracy of every reply. The feature is an assistive tool and does not replace your staff in decisions or commitments.
4. The assistant identifies itself to your customers as a virtual assistant and never claims to be human. If asked directly, it confirms this immediately.
5. To generate a reply, your customer message is processed by a trusted external AI provider. Customer messages are not used to train the provider models. By activating the feature you confirm you have disclosed to your customers, in your own privacy policy, that automated replies are processed by an external provider.
6. Each reply consumes from the monthly allowance included in your plan, then from the AI credit in your wallet. When both run out, the assistant pauses and conversations route to your team until you recharge. Your regular messages and campaigns are not affected.
7. The platform applies operational limits to prevent abuse and maintain quality, and may suspend the feature for any account violating these provisions or WhatsApp policies
8. You can turn the feature off at any time from your account settings, and charging stops from that moment
9. AI assistant credit is consumed within the platform, is not refundable in cash under any circumstances, and is permanently forfeited without compensation when the subscription ends without renewal or when the account is fully suspended for violations
10. Twasel liability for this feature is capped as stated in the liability section of these Terms, and these provisions may be updated as the feature evolves with notice of material changes

18. Landing Page and Website Design Service

These terms govern landing page and profile website design orders offered by the platform; by confirming an order you accept them:

1. Designs are built from fixed-form templates you choose when ordering; the template is customized with colors, font, content and the available section layouts without changing its structure
2. The delivery deadline starts once you complete your basic details after payment. Editing your content from your account is free at any time; designer rounds are limited to the free number stated in the order, then paid
3. Payment is final once the order is confirmed and non-refundable, with a 14-day guarantee after publishing to fix any technical defect in the page at no charge
4. The page is published on a free platform address or on a domain you own and connect yourself, and stays published as long as the order is active and not suspended for a violation
5. You are responsible for the page content, images, rights and legality; the platform may take down any page that violates regulations or these terms
6. Templates and source code remain the platform's property, you keep ownership of your content, and the platform signature is shown at the bottom of the page

19. Reporting violations

You can report any use that violates these terms to abuse@twasel.io, and we will take the action we deem appropriate.

20. Contact

For any inquiries about these terms: legal@twasel.io