Terms of Service

• “ioappio” / “We” / “Us” — the ioappio software platform and its operating team based in Kochi, Kerala, India.
• “Client” / “You” — the business entity or individual that has subscribed to and/or uses the Service under an agreed plan.
• “Service” — the ioappio SaaS platform, including all automation workflows, dashboards, APIs, integrations, and support services delivered under your active subscription.
• “End Users” — your customers, patients, or contacts who interact with your business through the Service (e.g., via WhatsApp messages).
• “Meta Platforms” — Meta Inc. and its subsidiaries, including the WhatsApp Business Platform and associated APIs.
• “Configuration” — any setting, data, schedule, workflow, or logic entered or enabled by the Client or its authorised staff within the Service.
• “Subscription Fee” — the recurring monthly fee payable for access to the Service under the selected plan.
• “Implementation Fee” — the one-time fee charged for onboarding, initial setup, and go-live configuration of the Service.
• “Confidential Information” — any non-public or proprietary information disclosed by either party in connection with the Service, including technical, business, and patient/customer data.

What is included

The Service includes the features described in your active subscription plan, which may include:

• WhatsApp conversation automation via Meta’s officially approved Business API
• Appointment booking confirmation and management workflows
• Automated reminder, follow-up, and notification messages
• Promotional broadcast messaging (subject to Meta template approvals and your opted-in contact list)
• Lead capture, CRM-style contact management, and tagging
• Admin dashboard for managing settings, schedules, staff, and conversations
• Live chat inbox with human agent takeover capability
• Standard onboarding and white-glove setup as described in the Implementation offering
• Value-added modules explicitly listed in your subscribed plan

What is NOT included

Unless explicitly agreed in a separate written addendum, the Service does not include:

• Unlimited custom software development, bespoke feature requests, or third-party integrations not listed in the plan
• Third-party software licences (e.g., CRM, ERP, payment gateways, EMR systems) unless specified
• Guarantees of uninterrupted WhatsApp message delivery or Meta platform availability
• Healthcare clinical decision support, medical record management, or emergency response capabilities
• Telecom network performance or mobile carrier availability
• Any functionality not expressly listed in your active plan document

The Service fundamentally depends on platforms, infrastructure, and networks operated by third parties over which ioappio has no control. These include but are not limited to:

• Meta Platforms / WhatsApp Business API — ioappio is built on top of the Meta Business API. Message delivery, template approvals, phone number registration, rate limits, quality ratings, and overall platform availability are entirely governed by Meta’s policies. Meta may change or revoke API access, reject message templates, impose rate limits, downgrade quality ratings, or experience outages at any time without prior notice to ioappio or the Client.
• Cloud Infrastructure & Hosting Providers — The Service runs on third-party cloud infrastructure. Downtime, latency, or data issues caused by hosting providers are beyond ioappio’s direct control, though we maintain agreements and SLAs with such providers.
• Telecommunications Networks — WhatsApp message delivery ultimately relies on mobile carriers and internet connectivity in the recipient’s region. ioappio does not guarantee last-mile message delivery.
• Payment Gateways — Billing is processed through third-party payment providers. ioappio is not liable for payment processing failures, delays, or errors attributable to such providers.
• Internet Connectivity — Access to the Service requires functioning internet connectivity on the Client’s end. ioappio is not liable for access failures due to the Client’s local network, ISP, or device.

The Service is a highly configurable platform. The operational accuracy of all outputs — including bookings, reminders, notifications, and responses — depends entirely on the correctness of the Configuration that you or your authorised staff maintain. The Client is solely responsible for:

• Entering and maintaining accurate doctor, staff, and service provider schedules and availability
• Configuring working hours, holidays, blocked dates, and exception periods correctly and keeping them up to date
• Setting appropriate staff roles, permissions, and access levels within the dashboard
• Reviewing and approving all automation flows, message templates, and chatbot scripts before enabling them in production
• Promptly updating any configuration when underlying business logic, staff availability, or operational hours change
• Conducting thorough user acceptance testing in a test/sandbox environment before going live
• Training all staff who interact with the Service’s administrative dashboard
• Maintaining backup communication processes for critical operational scenarios (e.g., emergency patient contact)

ioappio is an administrative communication and automation tool. It is designed to streamline appointment scheduling, reminders, and operational messaging for healthcare and other service businesses. The Service is expressly not:

• A medical device, clinical decision-support system, or regulated healthcare information system
• A platform for providing medical advice, diagnosis, prognosis, or clinical guidance
• An emergency response, triage, or urgent care communication system
• A telemedicine or patient care delivery platform
• Certified or audited to applicable healthcare IT standards (such as HIPAA, ABDM, HL7, or ISO 27799) unless explicitly contracted and documented in writing

Any clinical outcomes, patient care decisions, or medical judgements made on the basis of information transmitted through the Service remain the exclusive responsibility of the licensed healthcare professional and the registered healthcare facility. ioappio shall have no liability for any claim arising from patient harm, adverse events, missed diagnoses, treatment delays, or care failures that are attributed, directly or indirectly, to the use of the Service.

Healthcare clients must ensure their use of ioappio complies with all applicable Indian healthcare regulations, including but not limited to the Clinical Establishments (Registration and Regulation) Act, applicable State Medical Council guidelines, the Digital Personal Data Protection Act 2023, and any notifications issued by the National Health Authority.

The Client is the data controller for all personal and business data entered into or processed by the Service. ioappio acts as a data processor on behalf of the Client. The Client warrants and is solely responsible for:

• The accuracy, completeness, and lawfulness of all patient, customer, and contact data uploaded or input into the Service
• Obtaining and maintaining appropriate consents from End Users whose personal data is processed through the Service, particularly as required under the Digital Personal Data Protection Act, 2023
• The correctness of appointment slots, service availability, and scheduling logic configured within the platform
• That all message content (templates, automation flows, broadcast copy) complies with WhatsApp Business Messaging Policy and applicable Indian communication laws
• That promotional or marketing messages are sent only to contacts who have given explicit opt-in consent
• Maintaining a compliant opt-out mechanism for End Users who wish to stop receiving communications

ioappio does not sell, rent, or share End User data with any third party for marketing or commercial purposes. Data processing by ioappio is limited to what is necessary to deliver the Service.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account, whether or not authorised. You agree to:

• Use strong, unique passwords and enable multi-factor authentication where available
• Immediately notify ioappio at support@ioappio.com of any suspected unauthorised access, credential compromise, or security incident
• Avoid sharing login credentials between staff — each team member should have individual access credentials
• Promptly revoke access for staff members who leave your organisation or change roles
• Not access the Service from unsecured or public networks without appropriate VPN or device protection

ioappio implements reasonable technical and organisational security measures including encryption in transit, access controls, and monitoring. However, no internet-connected system can be guaranteed absolutely secure. ioappio does not warrant that the Service is immune from all cyber threats, unauthorised access attempts, or security breaches.

Subscription Fees

• Subscription fees are billed monthly in advance on the billing cycle start date.
• All fees are non-refundable except as expressly stated in this section.
• ioappio reserves the right to revise subscription fees with a minimum of 30 days’ written notice to the Client.
• Continued use of the Service after the effective date of a fee change constitutes acceptance of the revised fees.

Implementation Fee

• The one-time Implementation/Setup Fee covers initial onboarding, system configuration, and go-live support.
• The Implementation Fee is strictly non-refundable once setup work has commenced, regardless of whether the Client subsequently modifies scope, delays the project, or cancels the subscription.

Value-Added Module Fees

• Add-on module fees are billed monthly and apply for the full billing period in which they are activated.
• Partial-month add-ons are not pro-rated unless explicitly agreed in writing.

Late Payment

• Invoices unpaid for more than 7 days past the due date may result in Service suspension without further notice.
• A reactivation fee may apply to restore access after a suspension due to non-payment.

Refunds

• Subscription fees for the current billing month are non-refundable upon cancellation.
• If ioappio is solely responsible for a material, documented Service failure that renders the platform entirely unusable for more than 72 consecutive hours in a billing month (excluding outages caused by Meta, third-party infrastructure, or Client Configuration errors), a pro-rata credit may be applied at ioappio’s discretion to the following invoice.
• No refund or credit will be granted for downtime caused by Meta platform outages, WhatsApp API changes, third-party infrastructure failures, TRAI or regulatory actions, or errors in Client Configuration.

ioappio may suspend or terminate access immediately, without refund, for:

• Non-payment of fees beyond the due date
• Violation of WhatsApp Business Messaging Policy or Meta’s Terms of Service
• Sending spam, phishing messages, unsolicited bulk communications, or abusive content via the platform
• Use of the Service for any unlawful purpose under Indian law
• Client actions that jeopardise ioappio’s Meta Business Partner status, API tier, or quality rating
• Material breach of any provision of this Agreement that remains uncured after 7 days’ written notice
• Any conduct that ioappio reasonably believes poses a security, legal, or reputational risk to the platform or other clients

Termination by Client

• You may terminate your subscription by providing 30 days’ written notice to support@ioappio.com.
• Termination does not entitle you to a refund of any fees already paid.

Effect of Termination

• Upon termination, access to the Service is immediately revoked.
• Client data will be retained for 30 days post-termination during which the Client may request an export. After this period, data will be deleted from active systems in accordance with our data retention policy.
• The Client is responsible for exporting all required data before the termination date.

• Platform IP: The ioappio platform — including all software code, algorithms, UI/UX designs, automation workflows, and documentation — is and remains the exclusive intellectual property of ioappio. You are granted a limited, non-exclusive, non-transferable, non-sublicensable licence to use the Service for your internal business operations during your active subscription period only.
• Client Data: All data you input into the Service (contact information, schedules, message content, business data) remains your property. ioappio claims no ownership over Client Data and will not use it for any purpose other than delivering the Service.
• Custom Developments: Any custom features, integrations, or modules developed by ioappio specifically for your business under a paid engagement remain the intellectual property of ioappio unless a separate written agreement explicitly assigns IP ownership to the Client.
• Feedback: Any feedback, suggestions, or feature ideas you provide about the Service may be used by ioappio to improve the platform without obligation, compensation, or attribution to the Client.
• Brand & Trademarks: The name “ioappio”, associated logos, and product names are trademarks of ioappio. You may not use them in any manner without prior written consent.

Each party agrees to keep confidential any non-public, proprietary, or sensitive information disclosed by the other party in connection with the Service. Confidential Information includes but is not limited to:

• Patient and customer personal data processed through the Service
• The Client’s business processes, operational workflows, and commercial data
• ioappio’s technical architecture, source code, pricing structures, product roadmap, and client list

Neither party shall disclose Confidential Information to third parties without prior written consent, except where required by law, a valid court order, or a regulatory authority with jurisdiction. In such cases, the disclosing party shall notify the other party promptly and cooperate to seek appropriate protection.

Obligations of confidentiality survive the termination or expiry of this Agreement for a period of 3 years.

Healthcare clients acknowledge that patient data processed through the Service constitutes sensitive personal data under the Digital Personal Data Protection Act, 2023 and must be handled with heightened care, appropriate access controls, and compliance measures accordingly.

To the maximum extent permitted by applicable Indian law, ioappio’s total aggregate liability to the Client for any and all claims arising out of or related to this Agreement or the use of the Service — whether in contract, tort (including negligence), statute, or otherwise — shall not exceed the total Subscription Fees actually paid by the Client to ioappio during the three (3) calendar months immediately preceding the event giving rise to the claim.

This limitation applies regardless of:

• Whether ioappio has been advised of the possibility of such damages or losses
• The nature or theory of the claim (breach of contract, negligence, misrepresentation, or otherwise)
• Whether the remedy fails its essential purpose
• The number of claims brought

In no event shall ioappio, its team members, contractors, or suppliers be liable to the Client or any third party for any of the following types of loss or damage, even if ioappio has been advised of the possibility of such damages:

• Loss of revenue, income, profits, or anticipated savings
• Loss of business, contracts, customers, or commercial opportunities
• Business interruption or operational disruption
• Loss of goodwill, brand value, or reputational harm
• Loss, corruption, or unavailability of data
• Indirect, incidental, special, exemplary, or punitive damages of any kind
• Claims arising from a patient or End User suffering harm, inconvenience, or health consequences due to a missed, delayed, incorrect, or undelivered communication
• Regulatory fines, penalties, or compliance costs incurred by the Client

These exclusions apply whether the claim arises from breach of contract, tort (including negligence), strict liability, or any other legal theory, and regardless of whether the possibility of such damages was foreseeable or had been communicated.

The Client agrees to defend, indemnify, and hold harmless ioappio and its directors, team members, contractors, and affiliates from and against any and all third-party claims, liabilities, damages, penalties, fines, losses, and expenses (including reasonable legal fees) arising from or relating to:

• The Client’s breach of any provision of this Agreement
• Incorrect, incomplete, or unlawful Client Configuration that causes operational failures or End User harm
• Unlawful, abusive, misleading, or non-compliant content sent through the Service by the Client or its staff
• Violation of WhatsApp Business Policy, Meta’s Terms of Service, or TRAI telemarketing regulations
• Sending spam, phishing, or unsolicited bulk messages through the platform
• Any claim by an End User, patient, or third party arising from the Client’s use of the Service
• The Client’s violation of any applicable law, including the DPDP Act 2023, IT Act 2000, Consumer Protection Act, or applicable healthcare regulations
• Failure to obtain required consents from End Users for processing their personal data

ioappio will use commercially reasonable efforts to maintain Service availability and reliability. However, ioappio does not provide a guaranteed uptime Service Level Agreement (SLA) under standard subscription plans. The following scenarios do not constitute Service failures or entitle the Client to compensation:

• Scheduled maintenance windows (communicated with reasonable advance notice where practicable)
• Outages attributable to Meta Platforms, WhatsApp, or third-party cloud infrastructure providers
• Downtime resulting from Client misconfiguration, misuse, or security incidents originating from the Client’s end
• Force majeure events including natural disasters, government orders, war, pandemics, or large-scale internet disruptions
• Temporary degradation due to unexpectedly high traffic volumes initiated by the Client (e.g., large-scale broadcast campaigns without prior coordination)
• Changes to Meta API policies, template approval procedures, or quality ratings that affect message delivery

If a formal uptime SLA with defined availability commitments and remedy structures is required for your business, please contact us to discuss enterprise agreements at additional cost.

You agree not to use the Service to:

• Send spam, phishing messages, fraudulent communications, or unsolicited bulk messaging
• Transmit content that is defamatory, obscene, illegal, discriminatory, or in violation of any third-party intellectual property or privacy rights
• Impersonate any person, organisation, or brand
• Attempt to gain unauthorised access to the Service, its servers, databases, or any connected systems
• Reverse engineer, decompile, disassemble, or otherwise attempt to extract source code or underlying logic of the platform
• Use the Service in any manner that violates WhatsApp’s messaging policies, which may result in the suspension of your Meta Business Account
• Process personal data in excess of what is permitted under applicable Indian data protection law or beyond what was consented to by End Users
• Resell, sublicense, or otherwise make the Service available to third parties without explicit written consent from ioappio
• Use the Service in a manner that is intended to harm, deceive, defraud, or manipulate End Users

Violation of this Acceptable Use Policy may result in the immediate suspension of your account without prior notice or refund.

This Agreement shall be governed by and construed in accordance with the laws of the Republic of India, including the Information Technology Act, 2000 and its amendments, the Digital Personal Data Protection Act, 2023, the Indian Contract Act, 1872, and all other applicable Indian statutes.

Any dispute, claim, or controversy arising out of or relating to this Agreement, its formation, interpretation, performance, or breach shall be subject to the exclusive jurisdiction of the courts of Ernakulam, Kerala, India. Both parties irrevocably consent to the personal jurisdiction of these courts and waive any objection to venue or forum.

Before initiating any formal legal proceedings, both parties agree to attempt good-faith resolution through written negotiation for a minimum period of 30 days following the delivery of a written dispute notice. This requirement does not prevent either party from seeking urgent interim or injunctive relief from a competent court.

ioappio reserves the right to amend these Terms of Service at any time. Material changes will be communicated to active subscribers by email or in-platform notification at least 14 days before they take effect.

Continued use of the Service after the effective date of any amendment constitutes your acceptance of the revised terms. If you do not agree to a material amendment, your sole remedy is to terminate your subscription before the effective date of the change.

This Agreement, together with any applicable plan documents, addenda, or supplemental agreements executed by both parties, constitutes the entire agreement between the parties with respect to the Service and supersedes all prior negotiations, representations, proposals, and understandings, whether oral or written.

If any provision of this Agreement is found to be unenforceable or invalid under applicable law, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

The most current version of this Agreement is always available at ioappio.com/terms.

For questions about these Terms, to submit a legal notice, or to raise a dispute under this Agreement, please contact: