Terms and Conditions

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your access to and use of the Sentinel Concierge service, operated by GraceSoft ("GraceSoft", "we", "us", or "our"). By subscribing to, accessing, or using Sentinel Concierge, you agree to be bound by these Terms. If you do not agree, do not use the service.

These Terms apply to business clients who subscribe to Sentinel Concierge ("Clients"). If you are an end-user interacting with a Concierge-powered WhatsApp number on behalf of a Client's business, please refer to that business's own terms of service for your relationship with them.

2. Description of Service

Sentinel Concierge is a WhatsApp-based AI concierge product that enables businesses to:

• Automatically respond to customer enquiries using approved business knowledge
• Recommend and confirm appointment booking slots using calendar integration
• Escalate conversations to human team members with preserved context

The service is delivered via the WhatsApp Business Platform (Meta) and integrates with Google Calendar. Feature availability may vary by subscription tier.

3. Eligibility

To use Sentinel Concierge as a Client, you must:

• Be a registered business entity or sole trader operating lawfully in your jurisdiction
• Be at least 18 years of age
• Have authority to bind your business to these Terms
• Comply with all applicable laws and the WhatsApp Business Policy

GraceSoft reserves the right to refuse service to any entity at its discretion.

4. Account Responsibilities

As a Client, you are responsible for:

• Maintaining the security of your account credentials and access tokens
• Ensuring the accuracy of all business knowledge content you provide to configure Concierge
• Obtaining any necessary consents from your customers before deploying a Concierge-powered WhatsApp number
• Ensuring your use of the service complies with applicable data protection laws, including any obligations as a data controller in relation to your customers' personal data
• Promptly notifying GraceSoft of any unauthorised access to your account

5. Acceptable Use

You agree not to use Sentinel Concierge to:

• Send unsolicited commercial messages (spam) or conduct mass outreach without recipient consent
• Impersonate any person, entity, or WhatsApp-verified business without authorisation
• Harass, threaten, or engage in abusive, discriminatory, or illegal communication with end-users
• Distribute malware, phishing content, or any content designed to deceive or harm
• Circumvent WhatsApp's terms of service or Meta's platform policies
• Collect personal data beyond what is necessary to deliver the services described
• Use the service in any way that violates applicable law

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

6. Subscription, Fees and Billing

Access to Sentinel Concierge is provided on a subscription basis. Subscription fees, billing cycles, and included features are set out in the pricing schedule presented at sign-up or in your service agreement. By subscribing, you authorise GraceSoft (or its payment processor) to charge your designated payment method on the applicable billing cycle.

All fees are exclusive of applicable taxes unless stated otherwise. GraceSoft reserves the right to change pricing with at least 30 days' written notice to active Clients. Continued use of the service after a price change takes effect constitutes acceptance of the new pricing.

Refunds are not provided for partial billing periods unless required by applicable consumer protection law or otherwise agreed in writing.

7. Service Availability

GraceSoft will make commercially reasonable efforts to keep Sentinel Concierge available and operational. However, we do not guarantee uninterrupted or error-free service. Planned maintenance, third-party outages (including WhatsApp / Meta platform issues or Google API downtime), and circumstances beyond our control may affect availability.

GraceSoft is not liable for any loss or damage caused by service unavailability, interruptions, or errors beyond what is expressly stated in a written service-level agreement.

8. Intellectual Property

GraceSoft retains all intellectual property rights in Sentinel Concierge, including its underlying software, algorithms, user interface, and branding. Nothing in these Terms grants you ownership of any GraceSoft intellectual property.

You retain ownership of all business knowledge content you provide to configure Concierge. By uploading such content, you grant GraceSoft a limited, non-exclusive licence to use it solely for the purpose of operating the service on your behalf.

9. Confidentiality

Both parties agree to keep confidential any non-public information disclosed in connection with the service ("Confidential Information") and not to disclose it to third parties without prior written consent, except as required by law or as necessary to deliver the service.

10. Disclaimer of Warranties

Sentinel Concierge is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. GraceSoft does not warrant that the service will meet your specific business requirements or that AI-generated responses will be error-free or complete.

You are responsible for reviewing and validating any business knowledge content you configure into Concierge. GraceSoft is not liable for inaccurate or misleading responses arising from content you provide.

11. Limitation of Liability

To the maximum extent permitted by applicable law, GraceSoft's total liability to you for any claim arising out of or relating to these Terms or the service shall not exceed the fees you paid to GraceSoft in the three (3) months immediately preceding the event giving rise to the claim.

In no event shall GraceSoft be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of revenue, loss of data, loss of business opportunity, or reputational damage, even if advised of the possibility of such damages.

12. Indemnification

You agree to indemnify, defend, and hold harmless GraceSoft and its officers, employees, and agents from and against any claims, liabilities, damages, and expenses (including reasonable legal fees) arising from your use of the service, your breach of these Terms, or your violation of any applicable law or third-party rights.

13. Termination

Either party may terminate the subscription with written notice in accordance with the billing cycle stated in your subscription plan. GraceSoft may suspend or terminate your account immediately and without notice if you breach these Terms or if continued service would violate applicable law or platform policies.

Upon termination, your access to the service will cease and GraceSoft will delete your data in accordance with the Privacy Policy, unless legal obligations require otherwise.

14. Changes to These Terms

GraceSoft reserves the right to update these Terms at any time. We will provide at least 14 days' written notice of material changes to active Clients. Continued use of the service after the effective date of changes constitutes acceptance of the updated Terms.

15. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa. Any dispute arising out of or in connection with these Terms shall first be addressed through good-faith negotiation. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of South Africa.

16. General

• Entire agreement: These Terms, together with any applicable service agreement or order form, constitute the entire agreement between you and GraceSoft regarding the service.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force.
• Waiver: Failure by GraceSoft to enforce any provision of these Terms does not constitute a waiver of that right.
• Assignment: You may not assign your rights under these Terms without GraceSoft's prior written consent.

17. Contact

For questions about these Terms, please contact: