Terms and
Conditions.

Our agreement with you

These Terms and Conditions govern access to the TruCom website, applications and customer support services. TruCom is a product of Truvenda Cloud Technologies, referred to in these Terms as “TruCom”, “we”, “us” or “our”. “You” means the individual using the service and, where you act for an organisation, that organisation.

By creating an account, accepting a subscription or using the service after these Terms have been presented to you, you agree to them. If you act for a business or another organisation, you confirm that you have authority to bind it. If you do not agree, do not create an account or continue using the service.

A separate written agreement signed by both parties may change these Terms for a particular service. A specific order or subscription confirmation controls the commercial details it expressly addresses. Mandatory legal rights continue to apply even if a provision in these Terms would otherwise conflict with them.

Eligibility and authorised use

You must be at least 18 years old and legally able to enter into this agreement to create or administer a TruCom account. You must not use the service where doing so would be unlawful or where you are prohibited from receiving it under applicable law.

An account is for a real person acting on their own behalf or with appropriate authority. Keep your identity, business and billing details accurate. Do not impersonate another person, misrepresent an affiliation or use credentials obtained without permission.

Your business remains responsible for the eligibility of its customers and the notices, permissions and safeguards needed when it collects information from them. TruCom account eligibility does not determine the minimum age or other requirements that apply to your own products or services.

Accounts and security

Keep control of your account email, password, sign-in codes, recovery details and devices. Give each teammate an appropriate individual account and use the security settings available to your organisation. Do not share access in a way that defeats permissions, seat limits or accountability.

Tell us promptly if you believe an account, invitation, connection credential or device has been compromised. We may verify identity or authority before restoring access, changing an owner or acting on a security request.

You are responsible for activities you authorise through your account. This does not remove our responsibility for our own security obligations or make you automatically responsible for activity caused by a failure for which we are legally responsible.

Workspace ownership and your team

A workspace is the business environment in which your team manages support. Its owner and authorised administrators can manage members, roles, departments, connections and other settings within the permissions available to them. Subscription decisions may be restricted to the workspace owner.

If you join an organisation’s workspace, its authorised administrators may manage your access and the work records held there. An individual teammate’s departure does not transfer ownership of the organisation’s conversations, tickets, knowledge or other business records to that teammate.

Your organisation is responsible for assigning suitable permissions, removing access when someone leaves and resolving internal ownership disputes. We may request evidence of authority and take proportionate protective steps while a genuine ownership dispute is reviewed.

The service and your plan

TruCom provides tools for customer support, including a shared inbox, website chat, connected messaging channels, help content, ticketing, AI assistance, automations, service-status communication and customer feedback. The tools, capacity and settings available to you depend on your plan and workspace configuration.

While your access is active and you comply with this agreement, we permit you to use the available service for your organisation’s lawful support work. This permission does not transfer ownership of TruCom or grant a right to resell, sublicense or operate a competing hosted copy of the service.

Product descriptions explain the available tools. Illustrations and demonstrations are examples of a workflow; they do not establish a service-level commitment, a guarantee of a particular outcome or access to features outside your subscription.

Acceptable use

Use TruCom in a way that respects other people, the security of the platform and the rules of the channels you connect. You must have the rights and permissions needed for the messages, files, knowledge and other content you provide.

You must not use, or help another person use, the service for the activities below. We consider the context, applicable law and the risk of harm when deciding what action is appropriate.

• Unlawful, fraudulent, deceptive, abusive, threatening or discriminatory conduct, including impersonation, scams and unauthorised collection of personal information.
• Sending spam or communications without the permissions required by law or by the relevant channel, or ignoring valid opt-out requests.
• Uploading malware, attempting unauthorised access, probing another customer’s data, defeating access controls or interfering with service availability.
• Publishing or processing content that infringes intellectual property, confidentiality, privacy or other legal rights.
• Circumventing billing, usage limits, security checks or provider restrictions, including creating accounts to abuse a trial or allowance.
• Selling access without our written authorisation or using the platform for an activity that requires safeguards it has not been agreed to provide.

Your content and instructions

You and the relevant rights holders retain ownership of the content you provide. This includes customer messages, files, help articles, ticket information, service updates and feedback. You grant us a limited permission to host, process, transmit and display that content as needed to provide, secure and maintain the service and carry out your authorised instructions.

Your instructions include actions taken through workspace settings, authorised teammates, connected services and enabled automation or AI workflows. Review destinations, permissions, publication settings and rules before enabling them. You remain responsible for the accuracy and lawfulness of your business content.

Before sharing customer information with another teammate, enabling AI, publishing an article or activating a connection, check that the intended audience and processing are appropriate. An internal note, a customer reply and a public page have different audiences and should be reviewed accordingly.

This permission is limited to operating the service and meeting applicable legal obligations. It does not transfer ownership of your business content to us or authorise us to publish private content as marketing material. We do not receive permission under these Terms to use your name or logo as a public endorsement.

Privacy Policy and personal data

Personal data handled in connection with TruCom is processed in accordance with our Privacy Policy. The policy explains the information we collect, the purposes and legal bases for using it, the people and service providers who may receive it, retention and the rights and choices available to you.

Read the Privacy Policy alongside these Terms. Accepting this agreement does not provide blanket consent for every use of personal data, and it does not remove a person’s statutory privacy rights. If a particular activity requires separate consent or another specific safeguard, that requirement still applies.

Each party must meet the data protection and confidentiality obligations that apply to its activities. Your organisation decides why it collects customer information and how its support team uses it. Where we process customer information on your behalf, the applicable processing instructions and any required data processing agreement must address that relationship.

You must provide appropriate information to customers and establish a lawful basis for the personal data you collect or send through TruCom. Accepting these Terms is not a substitute for the notices, permissions or other legal requirements that apply to your customers.

Protect confidential information you receive through the service and disclose it only to people who are authorised to receive it or where disclosure is required by law. We must also protect confidential customer information and limit access to legitimate service, support, security and legal purposes.

These Terms do not remove rights to request information, correction, deletion or other remedies under applicable data protection law. Privacy notices and any agreed processing terms provide the additional detail that applies to particular processing activities.

AI support and Agent Copilot

AI features work from the content, context, settings and model access available to the relevant task. The AI support agent can respond to eligible customer questions. Agent Copilot can assist teammates with drafts, summaries and related knowledge. Different audiences and source settings affect the information available to each task.

AI output may be incomplete, inaccurate or unsuitable for a particular situation. Check important information, keep source material current and arrange human review where the consequences require it. A Copilot draft should be reviewed before a teammate sends it. A human handoff requests assistance; the time of a reply depends on your team’s availability.

Do not use AI output as the sole basis for decisions that require professional judgement or have significant legal, medical, financial or similar consequences. You must have authority to provide the information used by an AI feature and must respect applicable restrictions on sensitive or confidential information.

AI availability, model choices and metered usage depend on the workspace’s plan and configuration. A feature being enabled does not guarantee a particular answer or the resolution of every customer request.

Connected channels and third-party services

You may authorise TruCom to connect to supported accounts, numbers, Pages, bots, sites or other assets. You are responsible for having the necessary authority, selecting the correct asset and maintaining the access required for the connection.

Third-party services have their own terms, availability, account requirements, charges and technical restrictions. Their changes may affect what TruCom can receive or send. A connection does not guarantee access to every historical message, attachment, private chat or feature on that service.

You can manage supported connections through your workspace. Removing a connection or revoking its access may stop future synchronisation or replies, but does not by itself delete records already held in TruCom or by the third-party provider. Each party remains responsible for the part of the service it controls.

Customer communications and public pages

Your business is responsible for the messages it sends and the information it publishes through TruCom. This includes replies, AI-enabled responses, knowledge articles, ticket updates, incident notices, status pages, roadmap entries and other customer-facing material.

Obtain any permission required to contact people, respect channel requirements and keep public information accurate. Before publishing, check for confidential information, personal data and statements your business is not authorised to make.

Monitoring results are signals for your team to assess. A public status update or feature roadmap remains your business’s communication to its customers. You are responsible for deciding what to publish and for clearly distinguishing an idea, an investigation, work in progress and a completed change.

Prices, currencies and payment

The price, currency, billing interval, included seats, features and usage allowances are those shown in the offer and confirmation you accept. Review the full amount and any applicable tax or separate charge before approving a payment.

Public pricing may show a published local price based on an approximate country estimate or your country selection. Where a local price is unavailable for an offer, USD pricing may be shown. Local prices are set separately and are not a promise to convert a USD price at a live exchange rate. Your workspace billing details determine the offer and currency available at checkout.

Provide accurate billing information and use a payment method you are authorised to use. Paid access or a paid change that requires payment is applied after payment is verified. Payment processing and refund delivery also depend on the payment provider.

Third-party messaging or other provider charges are separate where the provider applies them. We will not treat the general description of a feature as an agreement to pay an undisclosed additional TruCom charge.

Trials, allowances and AI credits

If an offer includes a trial, its duration and conditions are shown with the offer. Do not assume a trial applies to every plan, account or renewal. A paid package that requires payment must be paid for when the trial ends in order to continue on that basis.

Usage allowances reset on the cycle stated for the plan. A yearly payment interval does not turn a monthly allowance into one annual allowance. Features with no package quota may still be subject to technical safeguards, lawful-use requirements and provider restrictions.

AI models and operations can consume different amounts of credits. Review your balance and the price and conditions of a top-up before purchasing it. Do not assume unused credits, trials, add-ons or promotional allowances can be transferred, carried over or redeemed for cash unless the accepted offer expressly provides for it.

Renewals and plan changes

Your subscription confirmation and billing area identify the current term, renewal arrangements and any action or payment needed to continue. Keep your billing contact details current and review invoices and subscription notices. These Terms do not themselves authorise an undisclosed automatic debit.

Upgrades, downgrades and interval changes must be requested by an authorised person through the available billing process. Review the confirmation for any prorated amount, payment requirement, change in allowances and effective date. A request may take effect after verified payment or at the end of the current term, as shown in that confirmation.

We may revise future offers or prices. A change does not retrospectively alter a payment already agreed for a current term. We will communicate a material change affecting a future renewal before it takes effect and provide a reasonable opportunity to decide whether to continue, subject to applicable law.

Cancellation and refunds

The workspace owner can request subscription cancellation through the workspace’s billing settings. The confirmation states whether cancellation takes effect immediately or at the end of the current term. An end-of-term cancellation can be withdrawn through the supported process while it remains available.

Cancelling a subscription, leaving a workspace and requesting account or data deletion are different actions. Cancellation does not by itself erase business records, remove the organisation’s obligations to its customers or cancel a separate agreement you have with a connected provider.

A refund is not automatically created merely because a subscription is cancelled. Eligibility depends on the accepted offer, the circumstances of the payment and applicable law. Contact us with the invoice or payment reference if you believe a payment is incorrect or a refund is due. An approved refund may require verification and time for the provider to return the funds.

Nothing in these Terms excludes a refund, cancellation right or other remedy that the law requires us to provide. We do not use a general “no refunds” statement to override those rights.

TruCom intellectual property and feedback

We or our licensors retain the rights in the TruCom software, interface, branding, documentation and other materials we provide. Your right to use the service is the permission described in these Terms, subject to rights that applicable law separately gives you.

Do not remove ownership notices, misrepresent TruCom as your own product or use our branding in a way that suggests an endorsement or partnership without permission.

If you voluntarily send us a product suggestion, you permit us to consider and use the suggestion to improve TruCom without an obligation to pay for it. This permission does not transfer ownership of your customer records, confidential business information or other underlying content. Tell us before sending information that you expect to be covered by a separate confidentiality agreement.

Availability, maintenance and service changes

We will provide the service with reasonable care and skill. Online services can be affected by maintenance, security incidents, networks and connected providers. Unless a separate written agreement states otherwise, these Terms do not establish a specific uptime percentage, support response time or service-credit arrangement.

We may maintain, improve or change the service. Where reasonably practicable, we will notify affected customers in advance of planned changes likely to materially disrupt their use. Urgent security, legal or reliability work may require faster action.

We will not use a general right to change the service to remove mandatory remedies or retrospectively change the substance of an accepted paid commitment. If a material change prevents us from supplying what we agreed to provide, we will address the situation and any remedies required by law.

Suspension and termination

We may restrict or suspend the affected access where reasonably necessary to address a serious security risk, unlawful activity, a material breach of these Terms, non-payment or a binding legal requirement. We will take account of the nature of the issue and use a proportionate response.

Where it is safe and lawful to do so, we will explain the reason and give you a reasonable opportunity to resolve a remediable issue. Immediate action may be necessary to protect people, data or service integrity. You can ask us to review a restriction through the contact process below.

Either party may end this agreement where the other commits a material breach that is not corrected after a reasonable opportunity, or where ending it is required by law. Ending access does not erase outstanding lawful payment obligations or remove rights and remedies that arose beforehand.

Account closure and data requests

Before ending access, keep copies of the records you are authorised and legally required to retain, arrange another way to support your customers and review any connected services. If your account owns or administers a business workspace, resolve the organisation’s ownership and access needs before asking for individual account closure.

Use our Delete my account page to submit a request using your registered email address. We send a verification email, and you must review and confirm the request before deletion is scheduled. Opening an email link alone does not authorise deletion.

Where a request concerns information supplied to a business using TruCom, that business may need to direct the response as the organisation responsible for the customer relationship. We will distinguish those records from information we use for our own account, security and billing purposes.

Closing an account or removing access does not mean every record can be erased immediately. Some information may need to be retained for a lawful purpose, such as accounting, security, the resolution of a dispute or compliance with a legal obligation. Any retention must have a lawful basis and must not be treated as permission to keep information indefinitely.

The confirmation page and scheduling email show your cancellation deadline. Use the cancellation link in that email to stop deletion before the deadline. The default window is 14 days; the period shown for your confirmed request applies. Account deletion covers your account and every workspace you own when deletion begins, including their stored data and uploads. Other owners’ workspaces remain under their control.

Before removing live data, we create a private encrypted backup for legal purposes. The retention period shown for your request applies; the default is 30 days from backup creation. After that period the backup is removed. This backup is not a customer recovery service.

Scheduling account deletion does not itself cancel a subscription during the cancellation window. Manage any subscription changes separately if you need them to take effect earlier. Deletion removes the subscriptions and billing records belonging to the deleted workspaces. It does not automatically refund past payments or cancel agreements made independently with a connected provider.

Responsibility and legal remedies

Each party is responsible for its own obligations under this agreement and applicable law. Your responsibility for your content, instructions and authorised use does not remove our responsibility for our own acts, omissions or service obligations.

To the extent permitted by applicable law, a party is not responsible for a loss that is too remote, purely speculative or not caused by that party’s breach. A party claiming loss must take reasonable steps to reduce avoidable harm. Any restriction on recovery applies only where it is lawful and fair in the circumstances.

Nothing in these Terms excludes or limits liability or a remedy where the law does not permit that exclusion or limitation, including liability for fraud, fraudulent misrepresentation or other wrongdoing for which liability cannot lawfully be excluded. Statutory rights concerning service quality, fair dealings, personal data and consumer remedies remain in force.

Indemnity

To the extent permitted by applicable law, you agree to indemnify Truvenda Cloud Technologies and its officers, employees and authorised service representatives against a third-party claim arising directly from content you supply that infringes that third party’s intellectual property, privacy or other legal rights; your unlawful use of TruCom; or a material breach of these Terms by you or people whose use you authorise. The obligation applies only to the extent the claim is caused by that content or conduct.

This indemnity covers damages and reasonable legal costs finally awarded by a court with jurisdiction, and amounts payable under a settlement you approve in writing. It does not cover speculative losses, avoidable costs, a regulatory penalty that cannot lawfully be indemnified, or a claim to the extent caused by our own breach, negligence, fraud or wilful misconduct.

We must notify you of a relevant claim without unreasonable delay, provide reasonable details and cooperate in its defence at your reasonable expense. A delay in notice reduces your obligation only to the extent it materially prejudices the defence. Subject to a genuine conflict of interest, you may conduct the defence through competent counsel, and we may participate through our own counsel at our own expense.

Neither party may settle a covered claim in a way that admits fault by the other party, imposes a non-monetary obligation on it or fails to release it from the covered claim without its prior written consent. Consent must not be unreasonably withheld. Reasonable urgent protective action remains available where a response cannot wait.

The lawful aggregate cap in the Limitation of liability section also applies to this contractual indemnity. This section does not require you to waive a defence, pay the same loss twice, or indemnify us for a liability or circumstance that applicable law prohibits us from transferring to you.

Limitation of liability

This section limits certain recoverable losses and sets an aggregate cap where applicable law permits it. Read it with the responsibility, indemnity and mandatory-rights provisions. A specific liability arrangement in a written agreement signed by both parties takes priority for the service it expressly covers.

To the extent lawful and fair in the circumstances, neither party is liable to the other for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, business opportunity or goodwill. An exclusion does not apply merely because a direct, reasonably foreseeable loss has been given one of those labels. Each party must take reasonable steps to reduce avoidable loss.

Subject to the exceptions below, each party’s total aggregate liability arising out of or connected with these Terms or the affected service, whether in contract, negligence, statutory duty or otherwise, is limited to the greater of the fees paid or payable by you for that service during the twelve months immediately before the event giving rise to the claim and US$100. For fees charged in another currency, the US-dollar floor is the equivalent amount at the relevant event date. Related claims arising from the same event or connected events are considered together; bringing multiple claims does not multiply the cap.

The cap applies to the contractual indemnity above as well as other covered claims. It does not cancel an obligation to pay agreed fees for services supplied, or reduce a refund or other mandatory remedy that the law requires. Where a loss is caused partly by a party’s own act or omission, responsibility must be assessed on the facts and under applicable law.

Nothing in these Terms excludes or limits liability for fraud or fraudulent misrepresentation, wilful misconduct, gross negligence, death or personal injury caused by negligence, or any liability, personal-data right or consumer remedy that cannot lawfully be excluded or limited. These exceptions prevail over the exclusions and cap above. Where a limitation is unenforceable, the liability is determined under applicable law.

Resolving concerns and applicable law

Please tell us about a concern with enough information to identify the account, relevant event and outcome you are seeking. We will consider it in good faith and seek a practical resolution. This process does not prevent urgent court action or a complaint to an appropriate regulator.

These Terms are governed by the laws of the Federal Republic of Nigeria, subject to any mandatory law that applies to you and cannot be displaced by agreement. A dispute may be brought before a court with lawful jurisdiction. Nothing here removes a right to use another court or dispute process that applicable law gives you.

We do not require binding private arbitration or a waiver of a right to raise a complaint, seek a legal remedy or participate in proceedings where such a waiver would be unlawful.

Updates to these Terms and notices

We may update these Terms to reflect changes in the service, the law or how the service is supplied. The published version includes an effective date and version number so you can identify the terms presented to you.

For a material change affecting existing customers, we will provide appropriate notice through the service or an account contact before the change takes effect, except where a shorter period is required by law or an urgent security issue. Changes do not retrospectively remove accrued rights or alter a completed transaction.

If you do not accept a material change, you may stop using the affected service and request cancellation or another remedy available under your agreement or applicable law. We will seek any additional acceptance that the law requires; a privacy or marketing consent is not obtained merely by changing these Terms.

General provisions

If a provision is found unenforceable, it applies only to the extent permitted by law, and the remaining provisions continue where they can fairly operate. A delay in enforcing a right is not, by itself, a permanent waiver of that right.

You must not transfer an account or this agreement to another organisation in a way that defeats ownership, security or billing requirements. If we transfer the service or relevant contractual obligations as part of a legitimate business reorganisation, we will preserve applicable customer rights and give notice where required.

These Terms, the offer you accept and any separately agreed written terms form the agreement for the services they address. An employment, agency, partnership or joint venture relationship is not created simply because you use TruCom. Provisions that reasonably need to continue after access ends, including outstanding payments, confidentiality, ownership and dispute rights, continue to the extent lawful.