Terms and Conditions

1. Acceptance and scope

These Terms form a binding agreement between Conccoder Innovations Private Limited (Lemura, we, us, or our) and the person or organisation accessing or using the Services (Customer, you, or your). Services means the Lemura website and the customer engagement tools, integrations, support, and related features we make available.

You accept these Terms when you access the website, create or use an account, accept an order form, or otherwise use the Services. If you act for an organisation, you confirm that you can bind it. You must be at least 18 and legally able to enter this agreement. A signed order form or other written agreement controls if it conflicts with these Terms.

2. Service and accounts

Lemura provides business tools for contacts, WhatsApp campaigns, approved templates, customer conversations, knowledge-assisted AI replies, analytics, and, where enabled, voice workflows. Available features depend on your plan, configuration, location, and connected providers.

During the applicable term, we grant you a limited, non-exclusive, non-transferable right to use the Services for your internal business purposes. You must provide accurate account information, protect credentials and API keys, assign appropriate user permissions, and promptly report suspected unauthorised access. You are responsible for activity under your account and your authorised users.

3. Messaging responsibilities

You control the recipients, timing, content, and purpose of communications sent through your account. You are responsible for ensuring they are wanted, lawful, accurate, and appropriate.

• Obtain and retain all required notices, permissions, opt-ins, and lawful bases.
• Use accurate sender identities, approved templates, message categories, and service windows.
• Promptly honour every block, stop, unsubscribe, or other opt-out request on any channel.
• Do not use purchased, scraped, unlawfully obtained, or misleading contact lists.
• Keep a clear path to a human or suitable support channel when automation is used.

You must follow applicable privacy, advertising, telemarketing, consumer protection, do-not-contact, and sector-specific laws, together with the WhatsApp Business Terms and WhatsApp Business Messaging Policy.

4. Customer data and privacy

Customer Data means contacts, messages, files, instructions, and other materials submitted to or processed through your account. As between you and Lemura, you retain your rights in Customer Data. You permit us and our authorised providers to process it only as needed to provide, secure, maintain, and support the Services, comply with law, and follow your documented instructions.

• You must have the rights and lawful basis needed to provide and use Customer Data.
• You are responsible for its accuracy, legality, and quality.
• Do not submit payment-card details, government identifiers, health data, biometric data, or other highly sensitive information unless we expressly agree in writing.
• Keep your own copies of important information; Lemura is not a permanent archive.

We may use aggregated or de-identified usage information that does not reasonably identify you or an individual to operate, secure, and improve Lemura. Our Privacy Policy explains our personal-data practices. Where required, the parties may enter into a data processing agreement.

5. AI and voice features

AI features may generate replies, summaries, classifications, and recommendations from Customer Data and configured knowledge sources. Output can be incomplete, inaccurate, non-unique, or unsuitable. You must configure and review it before relying on it or sending it to recipients.

• Maintain appropriate human oversight and escalation.
• Do not use output as the sole basis for medical, legal, financial, emergency, safety-critical, employment, credit, or similarly high-impact decisions.
• Do not use AI to deceive, impersonate, discriminate, or violate another person's rights.

For voice features, you are responsible for lawful call initiation, caller identification, do-not-call compliance, consent to automated or recorded calls, recording notices, and disclosure of AI involvement where required. Lemura is not an emergency calling service.

6. Third-party services

Lemura may connect with Meta and WhatsApp, hosting providers, carriers, payment providers, analytics services, and AI providers. Their separate terms, policies, charges, and account requirements may apply. We do not control their networks, pricing, policy decisions, account approvals, message delivery, or availability and are not liable for their acts, changes, or outages.

Third-party names and trademarks remain their owners' property. Technical interoperability or programme participation does not make those third parties parties to these Terms.

7. Fees and taxes

Fees are stated in the applicable order form, checkout, invoice, or written agreement. Website calculators and examples are estimates only. You must pay undisputed fees by the due date. Fees exclude applicable taxes and third-party charges unless stated otherwise, and you are responsible for usage through your account.

Except where required by law or agreed in writing, payments are non-refundable. We may update pricing for a future renewal or new order with reasonable notice. Overdue amounts may result in restricted or suspended access after notice where practicable.

8. Acceptable use

You must not use, or allow anyone to use, the Services to:

• break any law, provider policy, court order, or third-party right;
• send unlawful, fraudulent, abusive, discriminatory, exploitative, or harmful content;
• promote prohibited goods, criminal activity, malware, phishing, or impersonation;
• gain unauthorised access, disrupt systems, probe security, or introduce malicious code;
• bypass security controls, billing, usage limits, or access restrictions;
• reverse engineer, copy, resell, sublicense, or misuse the Services except where law permits; or
• use the Services or output to build a substantially similar competing service without permission.

We may investigate suspected misuse and take proportionate action to prevent harm.

9. Ownership and confidentiality

Lemura and its licensors own the Services, software, documentation, designs, trademarks, and related intellectual property. No rights are granted except the limited use right in these Terms. You permit us to use feedback without restriction or payment, but we will not publicly identify you without permission.

Subject to law and third-party rights, you may use output generated specifically for you. Output may be similar to output generated for others, and we do not guarantee it is unique or eligible for intellectual-property protection.

Each party must protect the other party's non-public business, technical, security, and commercial information with reasonable care and use it only for this relationship. This excludes information lawfully public, already known, independently developed, or received without restriction. Legally required disclosure is permitted with notice where lawful.

10. Availability and changes

We work to keep Lemura reliable and secure, but availability may be affected by maintenance, incidents, provider outages, networks, force majeure, or legal and policy changes. Message or call delivery, recipient response, campaign performance, and business outcomes are not guaranteed.

We may update features and documentation. During a paid term, we will not materially reduce purchased core functionality except when reasonably necessary for security, law, provider requirements, or harm prevention. Preview and beta features may change or end at any time and are provided as-is.

11. Suspension and termination

We may restrict or suspend access for overdue fees, breach of these Terms or provider rules, security or legal risk, a provider requirement, or urgent harm prevention. We will give notice and a reasonable opportunity to resolve the issue where practicable.

Termination rights follow the applicable order form or written agreement. When access ends, your licence ends and outstanding fees remain due. Export needed data before termination; retention and deletion follow the applicable agreement and Privacy Policy. Terms concerning payment, ownership, confidentiality, disclaimers, liability, indemnity, and disputes survive.

12. Warranties and disclaimers

Each party confirms it has authority to enter these Terms. We will provide paid Services with reasonable skill and care and substantially as documented. To the maximum extent permitted by law, all other Services are provided as is and as available, without implied warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted operation.

Lemura tools can assist consent, templates, opt-outs, security, AI, and workflows, but they are not legal advice and do not guarantee compliance with law or provider policy.

13. Liability and indemnity

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, exemplary, punitive, or consequential damages, or lost profits, revenue, goodwill, anticipated savings, or data.

Except for payment obligations, confidentiality breaches, intellectual-property misuse, indemnity obligations, fraud or wilful misconduct, or liability that cannot be limited, each party's aggregate liability will not exceed fees paid or payable for the affected Services in the 12 months before the claim. For free use where no fees were payable, our aggregate liability will not exceed INR 10,000.

You will defend and indemnify the Company, its officers, employees, and affiliates against third-party claims and reasonable costs arising from your Customer Data, communications, products, recipient disputes, unlawful use, or breach of these Terms or provider policies. We will promptly notify you and reasonably cooperate. You may not settle by admitting our fault or imposing obligations on us without consent.

14. Governing law and general terms

Indian law governs these Terms. Before a formal claim, each party will try in good faith for 30 days to resolve the dispute after written notice. Subject to rights that cannot be excluded, courts having jurisdiction over the Company's registered office in India have exclusive jurisdiction.

• Updates. We may revise these Terms for changes in the Services, law, or provider rules. We will post the new version, update the date, and give reasonable notice of material changes where appropriate.
• Assignment. You need our consent to assign these Terms. We may assign them in a merger, reorganisation, asset sale, or by operation of law.
• Force majeure. Neither party is responsible for events beyond its reasonable control, except payment obligations.
• Severability and waiver. An unenforceable provision will be limited as necessary; the rest remain effective. Failure to enforce is not a waiver.
• Entire agreement. These Terms, the Privacy Policy, order forms, and signed agreements are the entire agreement about the Services.