Terms of Service

1. Parties and subject

Provider: Individual entrepreneur Kozhevnikov, individual identification number 020830551023, address 121 Maylin street, Almaty, Kazakhstan, email mail@finebot.app.

Client: a legal entity or an individual entrepreneur to whom we granted access. The service is built for business use and is not provided to consumers for personal needs.

This document is a public offer within the meaning of article 395 paragraph 5 of the Civil Code of Kazakhstan. It contains all essential terms and is addressed to anyone who responds.

Subject: we grant access to the Finebot platform, which connects to your channels in WhatsApp, Instagram and Telegram, answers your customers with AI, keeps contact cards and deals, books appointments and shows your catalogue.

2. How the agreement is concluded

Acceptance is payment of an invoice or the start of use after access is granted, article 396 paragraph 3 of the Civil Code of Kazakhstan.

From acceptance the agreement is treated as concluded in writing, and you confirm that you have read these Terms and the Privacy Policy.

Exchange of documents and messages by email is equivalent to written form, article 152 paragraph 3 of the Civil Code of Kazakhstan.

3. Account and staff

We create the account during onboarding. Inside it you add staff members yourself and assign roles: owner, admin, staff.

• You are responsible for keeping passwords safe and for the actions of everyone you granted access to.
• You must remove access immediately when a staff member leaves.
• You must tell us if you learn about unauthorised access to the account.
• You confirm that you obtained consent from your staff to process their data in the service.

4. What the service includes

• Connection of WhatsApp, Instagram and Telegram channels within your plan.
• AI replies to your customers based on the instructions and knowledge base configured for you.
• CRM: contacts, deals, pipelines, tasks and reminders.
• Online booking of services with specialists.
• Product catalogue and product suggestions on customer request.
• WhatsApp campaigns using approved templates, on the plans that include them.
• amoCRM and Bitrix24 integrations, on the plans that include them.

Plan contents and limits are published on the pricing page and may change. Changes do not worsen a period already paid for.

5. Plans and payment

The price has three parts.

1. Platform subscription. Charged monthly or yearly in advance.
2. AI work as used. Every bot reply and every voice transcription is charged to the account balance. Amounts and usage are visible in the dashboard.
3. Turnkey setup. A one-off engagement: connecting channels, configuring instructions, scenarios and catalogue. Quoted separately before the work starts.

Yearly payment carries a 15 percent discount. All prices are in Kazakhstani tenge. Taxes are charged under the legislation of Kazakhstan.

• The subscription renews for the next period unless you cancel before the paid period ends.
• At a zero balance AI replies stop while dashboard access remains.
• An unused balance is refunded on written request, less the services already provided.
• The turnkey setup fee is not refundable once the work is done.

6. Our role in the Meta ecosystem

Finebot acts as a Tech Provider and processes messages on behalf of your business. There are two connection routes. The first is directly to the Meta platform, where the WhatsApp Business account and the Instagram account belong to you and you connect your own payment method in Meta. The second is through the SendPulse provider, which then handles message delivery.

By working through Finebot you accept the Meta rules alongside us: Meta Platform Terms, WhatsApp Business Messaging Policy and the Messenger and Instagram Messaging policy.

Meta may suspend or disable your account, reject a template and change its rules at any time. That is a Meta decision and we do not control it.

7. Your duties regarding customer data

For the data of your customers you act as owner and operator, and Finebot acts as a third party. Details are in the Privacy Policy.

• You obtain consent from your customers to collect and process their data before connecting the bot to the conversation.
• In that consent you state expressly the transfer of data to a third party and the transfer outside Kazakhstan.
• You keep proof of consent and produce it on request.
• You answer requests from your customers about their data and pass deletion requests to us.
• You do not upload data into the service that was collected unlawfully.

If a request from your customer reaches us, we accept it, pass it to you, because the content of the contact card is decided by you, and delete the data on our side.

8. Messaging and campaign rules

These rules come from Meta. Breaking them leads to a blocked number or account, and the consequences fall on you.

Opt-in

• You may message a customer in WhatsApp only if they gave you their number and agreed to receive messages.
• The same rule applies in Instagram and Messenger: no legally sufficient consent means no messaging.
• The opt-in must cover the categories of messages you send.
• Every campaign must carry a clear way to opt out. Opt-outs must be honoured immediately and wherever the person asked for them.

Templates and the reply window

• A WhatsApp conversation can be started only with an approved message template.
• Free-form replies are allowed within 24 hours of the last customer message. Outside that window only templates are allowed.
• A click on a Click-to-Messenger or Click-to-Instagram-Direct ad opens the same 24 hour window, not a longer one. Outside the window a human agent may reply manually within 7 days using the human agent tag, which is not meant for automated replies.
• Meta may review, pause or reject any template.

Automation

• The customer must understand that an automated service is replying.
• The customer must have a quick and clear path to a human.
• The bot answers a customer message without delay: the Meta rules allow 30 seconds for a reply, and the bot settings must account for that.

The duty to disclose the use of AI and to allow a person to refuse interacting with it comes not only from Meta, but also from the Law of the Republic of Kazakhstan on Artificial Intelligence.

9. Prohibited use

The service may not be used to sell or promote what the WhatsApp rules prohibit, regardless of any licences you hold.

• Firearms and ammunition
• Alcohol and tobacco
• Drugs, whether prescription or recreational
• Medical and healthcare products restricted by Meta
• Real money gambling and gaming
• Adult products and services, and dating services
• Multi-level marketing
• Payday loans, paycheck advances, peer-to-peer lending, debt collection and bail bonds
• Cryptocurrency and other virtual currency, ICOs, binary options
• Hazardous goods and materials
• Live animals and endangered species
• Body parts and bodily fluids
• Business models, goods and services that Meta determines to be fraudulent, misleading or deceptive

The list is not closed: the current version of the WhatsApp business policy applies, and its changes take effect without separate notice from us.

Separate healthcare restriction

Meta prohibits using Messenger and Instagram Messaging to facilitate direct conversations between people and healthcare providers, and to send or collect any patient data obtained from healthcare providers. If you are a clinic or another healthcare provider, the Meta channels cannot be used for such conversations. This Meta rule does not extend to Telegram.

It is also prohibited to:

• Send messages without the recipient consent.
• Impersonate another person or organisation.
• Upload third party contact databases without a lawful basis.
• Use the service for deception, behavioural manipulation or detection of a person emotions without their consent, which is expressly prohibited by article 17 of the Law on Artificial Intelligence.
• Sell digital goods through Messenger and Instagram Messaging: Meta prohibits this outright.
• Attempt to reach the data of other platform clients.
• Circumvent service limits by technical means or resell access without our written consent.

10. What we undertake

• Process the data of your customers only to provide the service to you.
• Never use conversations to train models and never pass them to other clients.
• Build AI notes and estimates only from the content of the conversation inside your workspace, never combine information about a person across businesses, and never use service data received from Meta for any other purpose.
• Provide the tools for handing a conversation over to a human, and the place in the bot instructions where you set the disclosure that an AI is replying.
• Keep data on a server in Kazakhstan. Individual processing operations are performed by subprocessors outside Kazakhstan, listed with their countries in the Privacy Policy.
• Notify you about a data security breach without delay.
• Share data with subprocessors only to the extent the service requires.
• Delete data after termination within the period stated in section 14.

11. Service limitations

The service runs on third party platforms, and part of the outcome is outside our control.

• Message delivery is performed by WhatsApp, Instagram and Telegram. Their outages, blocks and rule changes are not under our control.
• Replies are produced by a language model. It can make mistakes, so in scenarios involving price, commitments and medical questions keep human review in place.
• Reply quality depends on the instructions and the knowledge base that you maintain.
• We may run scheduled maintenance and warn you in advance.

The service is provided as is, to the extent permitted by the legislation of Kazakhstan. We do not guarantee sales growth or specific conversion figures.

12. Rights to content

Rights to the platform, interface, code and design belong to us. You receive the right to use the service, not rights to the product itself.

Your data stays yours: texts, catalogue, knowledge base, contacts and conversations. We claim no rights over them and use them only to provide the service.

Texts generated by the AI are yours to use freely. Note that under article 23 of the Law on Artificial Intelligence, copyright in a work created with AI is protected only where a human made a creative contribution. Text prompts that are themselves the result of creative work are recognised as objects of copyright.

13. Liability

• You are responsible for the lawfulness of campaigns, for the consent of your customers and for the content of messages sent in your name.
• You are responsible for compliance with the Meta rules. Fines, blocks and third party claims caused by your actions are covered by you.
• We are responsible for the operation of the platform and for the safety of data on our side.
• We compensate actual damage to property only. Lost profit is not compensated, which article 350 paragraph 2 of the Civil Code of Kazakhstan expressly permits.
• To the extent permitted by the legislation of Kazakhstan, compensation is capped at the subscription fees for the three months preceding the event.

These limitations do not apply where the legislation of Kazakhstan does not permit them, including wilful misconduct and harm to life or health.

14. Suspension and termination

When we suspend access

• Zero or negative balance, unpaid subscription.
• Breach of section 9 of these Terms.
• A requirement from Meta or an authorised public body.
• Actions that threaten the platform or the data of other clients.

On a serious breach access is suspended immediately. Otherwise we write first and give time to fix the issue.

Termination

You may terminate at any time by email to our address. We may terminate with 30 calendar days notice, or immediately on a serious breach.

What happens to the data

After termination you have 30 calendar days to collect your data. We prepare the export on your written request to the support address. The data is then deleted. Only payment records and security logs are kept longer, with periods stated in the Privacy Policy.

15. Changes to these Terms

We may change these Terms. The current version always sits at this address, and the version date is shown at the top of the page.

We notify you about material changes, including price and scope, by email to the account address at least 10 calendar days in advance. Material changes take effect after your acceptance: silence does not count as acceptance, article 396 paragraph 2 of the Civil Code of Kazakhstan. Acceptance is payment for the next period after the notice, or a written confirmation. If you disagree, you may terminate and receive back the unused part of your payment.

16. Governing law and disputes

The agreement is governed by the law of the Republic of Kazakhstan.

A dispute is first handled in correspondence, with 15 working days to answer a claim. If that fails, the dispute goes to the court at the location of the provider.

Details: Individual entrepreneur Kozhevnikov, owner Kozhevnikov Dmitriy Sergeyevich, individual identification number 020830551023, address 121 Maylin street, Almaty, Kazakhstan, phone +7 707 667 97 87, email mail@finebot.app.