Terms of service

These terms govern the use of Masal Connect, a service provided by Masal Global LLC ("Masal") to businesses ("the Customer"). By creating an account, accepting a commercial proposal or using the service, the Customer accepts them on behalf of its company. Last updated: October 24, 2026.

1. The service

Masal Connect connects the Customer’s WhatsApp Business numbers, through Meta’s official API, with its CRM (for example, Bitrix24 or other supported CRMs) and with its own systems through an API. It includes a web portal to manage numbers, templates, users, API keys and webhooks.

Available features may change over time. Masal will not remove essential features of the contracted plan during a period already paid for.

2. Account and users

• The Customer is responsible for whom it invites to the portal, the roles it assigns and keeping its credentials and API keys confidential.
• Actions taken with the Customer’s credentials are deemed taken by the Customer.
• The Customer must notify hola@masalglobal.com immediately if it suspects unauthorized access.

3. WhatsApp and Meta

• Masal Connect is a product of Masal Global LLC and acts as a Solution Provider: it uses Meta’s WhatsApp Business APIs on behalf of the Customer and with its authorization. The WhatsApp Business account, the number and the data remain the Customer’s.
• The WhatsApp number and WhatsApp Business account belong to the Customer, which can disconnect them at any time.
• The Customer must accept and comply with the WhatsApp Business terms, the WhatsApp Business Messaging Policy and Meta’s other policies.
• Fees Meta charges for messages or conversations are paid by the Customer directly to Meta and are not included in the price of Masal Connect, unless otherwise agreed in writing.
• Meta may limit, rate, restrict or block numbers, templates or accounts under its own rules. Masal does not control those decisions and is not responsible for them, although it will help the Customer understand and resolve them where possible.

4. Acceptable use

The Customer agrees to:

• Obtain its contacts’ consent before messaging them and honour any opt-out request immediately, whether made through the WhatsApp option, by replying in the conversation (for example, "STOP") or by any other means.
• Not send spam, misleading, illegal or offensive messages, or content that infringes third-party rights.
• Not request full card numbers, bank accounts, identity documents or passwords over WhatsApp.
• Not attempt to access other customers’ data, breach the service’s security, overload it, or copy or resell it without authorization.
• Comply with applicable law, including data protection and consumer protection law in the countries where it operates.

5. Price and payment

• The price, plan and any implementation fee are stated in the commercial proposal or in the portal. Prices are in US dollars and exclude taxes owed by the Customer.
• The subscription is paid in advance and renews automatically each period until the Customer cancels it.
• Payment is collected by card or another method through Stripe.
• Masal may change prices with at least 30 days’ notice; the change applies from the next period.
• If a payment fails, Masal will notify the Customer and may suspend the service if the amount remains unpaid 7 days after the notice.

6. Cancellation and refunds

• The Customer may cancel at any time; the service stays active until the end of the period already paid.
• Partial periods and the implementation fee, once work has started, are not refunded, unless applicable law provides otherwise.
• If Masal ends the service for reasons not attributable to the Customer, it will refund the unused portion of the period.

7. Suspension

Masal may suspend an account for non-payment, breach of these terms or of Meta’s policies, or to protect the security of the service or third parties. During suspension the portal, the API and sending are blocked; incoming messages are still received and delivered to the CRM so the Customer does not lose information. Except in emergencies, Masal will give notice before suspending.

8. Availability and support

• Masal will make reasonable efforts to keep the service continuously available, but does not guarantee it will run without interruptions or errors.
• Scheduled maintenance that may affect the service will be announced in advance.
• The service depends on third parties (Meta, the Customer’s CRM, infrastructure and internet providers) whose failures are beyond Masal’s control.
• Support: hola@masalglobal.com, on business days.

9. Customer data

• Messages, contacts and files belong to the Customer. Masal processes them only to provide the service, under the Privacy Policy and the Data Processing Agreement (available at masalglobal.com/legal/dpa/), which forms part of these terms.
• When the service ends, the Customer has 30 days to export its data; it is then deleted within 90 days at most.

10. Intellectual property

Masal Connect, its code, design and brand belong to Masal. The Customer receives a non-exclusive, non-transferable right of use for the duration of the subscription. If the Customer sends suggestions, Masal may use them to improve the service without any obligation.

11. Warranties

The service is provided "as is". Beyond what these terms expressly state, Masal makes no other warranties, including of business results or fitness for a particular purpose, to the extent permitted by law.

12. Limitation of liability

• Neither party is liable for indirect damages, lost profits, or loss of business opportunities or reputation.
• Masal’s total liability for any claim related to the service will not exceed what the Customer paid Masal in the 12 months before the event giving rise to it.
• Masal is not liable for decisions or failures of Meta, the Customer’s CRM or other third parties, nor for the content the Customer sends. Masal provides a technology tool: the Customer and its users are solely responsible for how they use the service, including the messages, campaigns and contacts they manage, compliance with the law and with Meta’s policies, and the business decisions they make with it.
• These limits do not apply to wilful misconduct, gross negligence or anything the law does not allow to be limited.

13. Indemnity

The Customer will hold Masal harmless from third-party claims caused by the content it sends, by lacking its contacts’ consent or by breaching Meta’s policies or the law.

14. Force majeure

Neither party is liable for failures caused by events beyond its reasonable control, such as general internet or provider outages, disasters or government actions. If the situation lasts more than 30 days, either party may end the service.

15. Changes to these terms

Masal will announce material changes by email or in the portal at least 30 days in advance. If the Customer disagrees, it may cancel before they take effect; continuing to use the service afterwards means accepting them.

16. Governing law and disputes

These terms are governed by the laws of Wyoming, United States. Before bringing a claim, the parties will try to resolve it in good faith for 30 days after one notifies the other in writing. If unresolved, the state and federal courts located in Sheridan County, Wyoming will have jurisdiction. Nothing here limits rights that the law of the Customer’s country grants it on a non-waivable basis.

17. General provisions

• If a clause is held invalid, the rest remains in force.
• A party’s failure to enforce a right at one time does not waive it.
• The Customer may not assign this agreement without Masal’s consent; Masal may assign it in a reorganization or sale of the business, notifying the Customer.
• Notices are sent by email to the addresses registered in the account.
• A signed commercial proposal prevails over these terms on matters it expressly governs.