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Legal

Terms of Service

Effective 2026-05-07 · Last updated 2026-05-07

These Terms of Service ("Terms") form a binding contract between Clonvo (Sole Proprietor), of TICK, UET Lahore ("Clonvo", "we", "us") and the individual or entity that creates an account or uses our services ("Customer", "you"). By accessing the Clonvo dashboard, APIs or webhooks, you agree to these Terms. If you do not agree, do not use the service.

1. The service

Clonvo is a software-as-a-service (SaaS) platform delivered digitally and accessed through a web browser at https://app.clonvo.chat. It enables businesses to operate AI-powered conversations across WhatsApp, Instagram and Messenger, ground replies in their own knowledge base, run broadcasts, and hand off to human agents.

2. Account & eligibility

  • You must be at least 18 years old to create an account.
  • You must use a valid business email address. Free webmail addresses (Gmail, Yahoo, Hotmail) may be rejected at our discretion.
  • You are responsible for everything that happens under your account and must keep your credentials confidential. Notify us immediately at security@clonvo.chat if you suspect unauthorized access.
  • Accounts are typically provisioned by our staff via email invitation; self-service signup is available where enabled.

3. Subscription, billing & trial

  • Subscription fees are billed monthly (or annually, where offered) in advance via our PCI-DSS-compliant payment processor (Merchant of Record).
  • Prices are listed exclusive of applicable taxes. Tax is computed at checkout based on your billing location.
  • Usage that exceeds your plan's limits (additional AI conversations, template messages, knowledge storage) may be billed in arrears at the rates published on our pricing page.
  • Scale plan fair use. The Scale plan's "Unlimited AI conversations" benefit is subject to fair use at 50,000 AI-answered conversations per month per organization. Sustained usage materially above this level may trigger a conversation with our team about a custom plan; we will always notify you in writing at least 14 days before taking any action and never auto-charge you for overages on this plan.
  • You may cancel your subscription at any time from the dashboard. Cancellation takes effect at the end of the current billing period; we do not pro-rate partial months unless required by law.
  • We may change prices on at least 30 days' notice. Continuing to use the service after a price change means you accept the new price.

4. Refund policy (30-day money-back guarantee)

New subscribers may request a full refund within 30 days of their first paid invoice if the service does not meet their expectations. Refunds are processed within 5–10 business days back to the original payment method. Full eligibility, exclusions and the request process are in the Refund Policy.

5. Acceptable use

Your use of Clonvo is also governed by our Acceptable Use Policy (AUP), which is incorporated into these Terms by reference. In summary, you agree not to:

  • Send spam, unsolicited bulk messages, or any messages outside Meta's WhatsApp Business, Instagram Messaging, or Messenger Platform policies.
  • Use Clonvo for prohibited categories listed in the AUP (gambling, adult content, weapons, illegal substances, MLM, etc.).
  • Attempt to deceive, mislead or impersonate humans when an end-user directly asks whether they are speaking to a person or AI.
  • Reverse-engineer, probe, scrape, or interfere with the security of the service.
  • Upload content you do not have the right to use, or content that is unlawful, infringing, or harmful.

We may suspend or terminate accounts that violate the AUP, with or without prior notice depending on severity.

6. AI disclosure

Clonvo provides AI-powered messaging agents. End-users may be communicating with an artificial-intelligence system rather than a human representative. Our agents are configured to identify themselves as AI when directly asked. You agree not to disable this identification feature. Human agents remain available and will take over when the AI cannot resolve a query or when escalation is triggered. This disclosure is required by EU AI Act Art. 50 and Meta's platform policies.

7. Your content & data

You retain ownership of all content you upload to Clonvo (knowledge-base documents, FAQs, persona prompts, message templates) and of all messages exchanged through your channel connections ("Customer Data"). You grant us a worldwide, non-exclusive, royalty-free license to host, transmit, process and display Customer Data solely as necessary to provide the service.

How we handle Customer Data as a data processor under GDPR is described in our Privacy Policy and our Data Processing Agreement.

8. Service availability

We target 99.5% monthly uptime for the dashboard and webhook ingestion (Enterprise plans receive a 99.95% SLA with credits). Scheduled maintenance is announced at least 48 hours in advance whenever possible.

9. Suspension & termination

  • Either party may terminate at any time. You can self-cancel from the dashboard. We may terminate on 30 days' notice for convenience or immediately for cause (AUP violation, non-payment longer than 14 days, security risk, fraud).
  • Upon termination: your access ends, we delete your data within 30 days unless retention is required by law, and any unpaid fees become immediately due.

10. Disclaimers

The service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement. AI-generated responses may be inaccurate; you remain responsible for reviewing replies before they are sent in regulated industries (medical, legal, financial, etc.).

11. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential or punitive damages, or loss of profits, revenue, data or goodwill. Our aggregate liability arising out of or related to these Terms will not exceed the fees you paid us in the twelve (12) months preceding the claim.

12. Indemnification

You will defend and indemnify Clonvo against any third-party claim arising from your Customer Data, your violation of the AUP, or your violation of applicable law (including data protection and anti-spam laws).

13. Governing law & disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan, without regard to its conflict-of-laws principles. Any dispute will be resolved in the courts of Lahore, Pakistan, except that either party may seek injunctive relief in any court of competent jurisdiction. Where you are an EU/UK consumer, mandatory local consumer-protection rights also apply.

14. Changes to these Terms

We may update these Terms from time to time. Material changes will be announced on this page and notified to account owners by email at least 30 days in advance.

15. Contact

Questions about these Terms: support@clonvo.chat. Postal mail to Clonvo (Sole Proprietor), TICK, UET Lahore.