Terms of Service

1. Definitions

• Service means the Senport platform, its web and mobile interfaces, APIs, widgets and related support, as described on our website and in your plan.
• Customer Data means all data, including personal data, that you, your Users or your End Customers submit to or generate in the Service, such as tickets, complaints, cases, messages, attachments, call recordings and customer profiles.
• User means an individual you authorise to use the Service under your account, such as an owner, administrator, supervisor or agent.
• End Customer means an individual or business that contacts you, or whose matter you handle, through the Service.
• Order Form means an ordering document, quote or online checkout that you and Senverse agree, stating the plan, seats, fees and term.
• Subscription Term means the period for which you have paid for the Service, including renewals.
• Documentation means our published guides, help centre articles and API reference.
• DPA means our Data Processing Addendum, which forms part of these Terms.

2. The agreement and order of precedence

This agreement consists of these Terms, the DPA, any Order Form, and the policies referred to in them (including the Privacy Policy and the Acceptable Use Policy in Schedule 1). If they conflict, the following order applies: (a) the Order Form, (b) the DPA (for matters of personal data), (c) these Terms, (d) other referenced policies.

Dedicated, customer-cloud and on-premise deployments, and any negotiated enterprise terms, are governed by the applicable Order Form or master agreement, which prevails over these Terms where it says so.

An on-premise deployment, where you run Senport on infrastructure you control, needs a licence key issued under your Order Form or master agreement, which sets the number of seats, the licence term and what happens when a licence lapses (currently a seven-day grace period, after which the installation becomes read-only until the licence is renewed). For an on-premise deployment you are responsible for its hosting, security, backups and availability: the service levels in section 13 and the hosting and backup commitments in these Terms and the DPA apply to the Senport cloud service only, unless your agreement says otherwise.

3. The Service

Senport lets your teams receive, track and resolve requests from your End Customers across channels such as email, web forms, an embeddable chat widget, WhatsApp, Telegram, SMS, USSD, voice and QR codes; manage complaints, cases, service requests and incidents; run workflows, approvals and service-level timers; prepare regulatory reports; and use optional AI assistance.

Features, usage limits and allowances depend on your plan (for example the number of agents, Workspaces, storage, API access and monthly AI actions), as shown on our pricing page or in your Order Form. Where a limit is reached, the related action is refused until you upgrade or free capacity; reading your existing data is never blocked by a plan limit.

We may improve and change the Service from time to time. We will not materially reduce the core functionality of your plan during a paid Subscription Term. Features marked as beta, preview or early access are provided as is, may change or be withdrawn, and are excluded from the service levels in section 13.

4. Accounts, users and security

• You are responsible for your Users and for all activity under your account. Credentials are personal and must not be shared.
• You must keep your account information accurate, including at least one active owner and a reachable administrator email address.
• You can protect your account with the security settings the Service provides, including multi-factor authentication (authenticator apps, passkeys and security keys), single sign-on on eligible plans, IP restrictions, session limits and password rules. We recommend you require multi-factor authentication for all Users.
• You must tell us promptly at security@senverse.io if you suspect unauthorised access to your account.
• An organization belongs to the Customer, not to an individual User. If you lose access to every owner account, Senverse will appoint a new owner only on instructions that show the authority of the organization (for example a contract clause, a board letter or a request from a verified contact), with two Senverse staff members involved; your administrators are informed when this happens.

5. Free trial

New organizations may start a free trial of the Business plan for 21 days, without a payment card. During the trial the Service is limited (currently 10 agents, 3 Workspaces and 5 GB of storage) and is provided as is, without the service levels in section 13.

At the end of the trial, unless you subscribe, your organization becomes read-only: you can still sign in, read and export your data, but cannot create or change records. The read-only period and what follows are described in section 7.

6. Fees, payment and taxes

6.1 Prices

Fees are charged per seat (per User licence) for each month or year of the Subscription Term, at the prices on our pricing page or in your Order Form. List prices are set in United States dollars. Where you pay in another currency, the amount is converted at the exchange rate we record when your subscription is priced, and that rate applies for the subscription until it is priced again.

6.2 Taxes

Prices exclude value added tax and other applicable taxes, levies and duties, which are added to your invoice at the rates that apply in your country. You are responsible for all such taxes except taxes on Senverse’s income. Our invoices show the amount before tax, the tax and the total.

6.3 Payment

Self-service subscriptions are paid in advance by card or mobile money through our payment providers (currently Paystack and Flutterwave) and renew automatically for successive periods of the same length until cancelled. You authorise us and our payment providers to charge the payment method on file for each renewal. Enterprise and contracted subscriptions may be invoiced against a purchase order and are payable by the due date on the invoice.

6.4 Changes of plan

An upgrade takes effect once it has been paid for. We do not prorate: no refund or credit is given for the unused part of a period when you change plan or reduce seats, unless an Order Form says otherwise.

6.5 Discounts and promotion codes

A discount or promotion code applies only as stated when it is granted (for example, a percentage off for a set number of months), may be used once per organization and cannot be combined with other discounts unless we say so. When a time-limited discount ends we give you at least 14 days’ notice, and the next renewal is charged at the then-current price. We never increase the amount charged to your card without notice.

6.6 Refunds

Fees are non-refundable, including for partial periods, except where required by law, where these Terms provide a service credit (section 13), or where Senverse agrees otherwise in writing. Any refund or credit is documented by a credit note.

7. Term, renewal, non-payment and cancellation

7.1 Cancellation

You can cancel a self-service subscription at any time from your billing settings. Cancellation stops future renewals; you keep full access until the end of the period you have paid for (or for 14 days if that date has already passed). Contracted subscriptions end as set out in the Order Form.

7.2 Failed payments and grace period

If a renewal payment fails, or a discount ends without a successful charge, your organization enters a 14-day grace period with full access while you update your payment details.

7.3 Read-only period

If the grace period ends without payment, or a trial or cancelled subscription ends, your organization becomes read-only for 90 days. During this time your Users can sign in, read and search your data, and administrators can export it, but no records can be created or changed. You can reactivate at any time by subscribing.

7.4 Suspension

After the read-only period, the organization is suspended. Users can still sign in and administrators can still reach billing to renew, but the rest of the Service is unavailable. Your data is not deleted because of suspension; deletion follows the process in section 19.

At our discretion we may place an organization on a collections hold of up to 90 days while a payment is being arranged, which pauses the grace and suspension steps.

8. Your data

As between you and Senverse, you own Customer Data. You grant Senverse a non-exclusive, worldwide, royalty-free licence to host, copy, process, transmit and display Customer Data only as needed to provide, secure and support the Service, to comply with law, and as described in the DPA.

You are responsible for Customer Data and for your use of it, including having a lawful basis and giving any notices, and obtaining any consents, that the law requires for collecting it and for contacting End Customers through the Service (for example for SMS, WhatsApp, surveys and marketing messages).

Senverse staff do not read the content of your records in the ordinary course of operating the Service. To run and improve the platform we use operational information about your organization, such as counts of activity, configuration status and performance measures, which does not include the content of your records. Senverse staff can see the name and email address of your organization’s owner. Aggregate statistics that we publish never identify you or any individual, and are not shown where fewer than three organizations contribute.

9. Data protection

For Customer Data, you are the data controller and Senverse is your data processor. Our obligations as processor are set out in the Data Processing Addendum. For personal data we collect about you and your Users as our own customers (such as account, billing and communications data), Senverse is the data controller, as explained in our Privacy Policy.

The Senport cloud service is hosted on Amazon Web Services in the Frankfurt (eu-central-1) region in Germany, and some sub-processors operate in other countries. The safeguards that apply to these transfers are described in the DPA.

10. Support and support access

Support is available through the Service and at support@senverse.io. Priority support is included on the Business and Enterprise plans.

When Senverse needs to look at your records to resolve an issue, a member of our support team requests access. Access is granted only when one of your administrators approves the request, or under a pre-authorisation you have given for support cases you raise (in which case you are still told and can end the visit). Each visit is read-only, limited to the areas you approve, lasts at most two hours and ends after 30 minutes of inactivity, and every action is recorded in your audit log. Exporting your data during a visit always needs your separate approval. Protected (whistleblowing) reports and records you have sealed or restricted are never available to Senverse support.

11. AI features

Senport includes optional AI assistance, such as ticket classification, sentiment detection, summaries, suggested replies, translation and call transcription. Your administrators control these features in your AI settings and can switch them off. When they are on, the relevant text (and, for transcription, call audio) is processed by the AI providers listed in the DPA.

• Protection by default. By default, Senport removes or replaces personal data such as names, email addresses, phone numbers, card and national identification numbers before text is sent to an external AI provider. Administrators can instead block external AI entirely, use a local model (on eligible deployments), or explicitly allow unredacted processing. Call audio sent for transcription cannot be redacted.
• Human oversight. AI output is a suggestion. Suggested replies are never sent to End Customers without a User sending them, and automatic classification is applied only where the model’s confidence meets a set threshold; otherwise the item is left for a person to triage.
• No retention or training by Senverse. Senverse does not keep the text it sends to an AI provider or the text that comes back beyond what is saved in your records, and does not use Customer Data to train AI models.
• Your responsibility. AI output may be inaccurate. You remain responsible for decisions you make and communications you send, including those affecting End Customers.

12. Acceptable use

You must use the Service in accordance with the law, the Documentation and the Acceptable Use Policy in Schedule 1. You must not, and must not allow anyone to: resell or provide the Service to third parties except as permitted; copy, modify or reverse engineer it (except as permitted by law); circumvent usage limits, security or access controls; or use it to build a competing product.

13. Service levels

For paid subscriptions to the Senport cloud service, Senverse commits to 99.9% availability in each calendar month (measured in UTC). Availability is reduced only by incidents that Senverse classifies as major or critical and that make the Senport web application or API unavailable or substantially unusable.

The following do not count against availability: maintenance announced in advance in the Service or by email; trials, beta features and free plans; causes outside our reasonable control (section 25); problems caused by you, your Users, your integrations or equipment; and the performance of third-party messaging and telephony networks (such as mobile carriers, WhatsApp or Telegram).

Credits are capped at 50% of the fee for the affected month, are calculated once per month (taking into account any credit already given for the same month), and are issued as a credit note against future invoices. Senverse applies credits it confirms; you may also ask for a credit by contacting support within 30 days after the end of the affected month. Service credits are your sole and exclusive remedy for unavailability.

We publish incidents and their updates on our status page, and announce planned maintenance in advance.

14. Security

Senverse maintains technical and organisational measures designed to protect the Service and Customer Data, as described in Annex 2 of the DPA and summarised on our Security page. We will notify you of a personal data breach affecting Customer Data as set out in the DPA.

15. Confidentiality

Each party will keep the other’s non-public information that is marked or reasonably understood to be confidential, protect it with at least reasonable care, and use it only for this agreement. This does not apply to information that is public through no fault of the recipient, already known to it, independently developed, or lawfully received from a third party. A party may disclose confidential information where required by law, after giving the other party notice where lawful.

16. Intellectual property

Senverse and its licensors own the Service, the Documentation and all related intellectual property. Subject to these Terms, we grant you a non-exclusive, non-transferable right during the Subscription Term to access and use the Service for your internal business purposes. If you give us feedback or suggestions, we may use them without obligation to you. Each party keeps its own names, logos and trademarks.

17. Third-party services and integrations

You may connect the Service to services you choose, such as your own WhatsApp Business (Meta or Twilio) or Telegram accounts, payment and mobile-money providers, identity providers, webhooks, data-warehouse exports and the Senport Connector to your private systems. Your use of those services is governed by your agreements with their providers. When you enable an integration, you instruct us to exchange the relevant Customer Data with it. Senverse is not responsible for third-party services or for data once it has been delivered to a destination you configure.

18. Regulatory and compliance features

Senport includes tools that help regulated organizations meet their obligations, such as complaint-handling deadlines, regulatory return templates (for example for the Bank of Ghana) and escalation workflows. These tools support your compliance but do not replace it: you remain responsible for confirming the rules that apply to you, for the accuracy of reports, and for any filing or submission, which a person in your organization must make. Deadline and regulatory timers keep running while an organization is suspended.

19. Suspension, termination and your data

19.1 Suspension by Senverse

Besides the non-payment steps in section 7, we may suspend all or part of the Service, or remove or hide specific content, if it is reasonably necessary to prevent a security threat, to comply with law or a lawful order, or to stop a serious breach of the Acceptable Use Policy. Content is removed only where a legal or abuse report is on file, is hidden rather than deleted, and you are told. We will restore the Service as soon as the reason is resolved.

19.2 Termination

Either party may terminate this agreement if the other materially breaches it and does not remedy the breach within 30 days of written notice, or becomes insolvent. You may also end the agreement by cancelling your subscription (section 7) or by requesting that your organization be offboarded.

19.3 Exporting your data

Your administrators can export your organization’s data at any time while the organization is active or read-only, as a complete machine-readable export (excluding credentials and secrets), available to download for 7 days after it is prepared.

19.4 Offboarding and deletion

An owner can ask for the organization to be offboarded. For 30 days after the request you can change your mind and cancel it. After that, the organization is suspended and Senverse deletes its Customer Data from the live Service, and provides a certificate of deletion on request. The following are kept: your organization’s tamper-evident audit trail, billing and tax records for the periods the law requires, and data under a legal hold, which is not deleted while the hold is in force. Copies in backups are deleted as those backups expire under our backup retention schedule.

Sections 6 (for amounts due), 8, 9, 15, 16, 19, 20, 21, 22, 24 and 25 survive the end of this agreement.

20. Warranties and disclaimers

Senverse warrants that it will provide the Service with reasonable skill and care and substantially as described in the Documentation. If it does not, your remedy is for us to use reasonable efforts to correct the non-conformity or, if we cannot within a reasonable time, for either party to terminate the affected subscription and for you to receive a refund of prepaid fees for the remainder of the term.

Except as expressly stated in these Terms, and to the extent permitted by law, the Service is provided "as is" and "as available", and Senverse disclaims all other warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, or that AI output will be accurate.

21. Limitation of liability

To the extent permitted by law, neither party is liable for any indirect, incidental, special or consequential loss, or for loss of profits, revenue, goodwill or data (except Senverse’s obligation to restore data from available backups where the loss is caused by its breach), arising out of or in connection with this agreement.

Each party’s total liability arising out of or in connection with this agreement is limited to the fees paid and payable by you to Senverse for the Service in the 12 months before the event giving rise to the claim.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, wilful misconduct, your obligation to pay fees, or any liability that cannot be limited by law.

22. Indemnities

Senverse will defend you against any third-party claim that the Service, as provided by us, infringes that party’s intellectual property rights, and pay the resulting damages and costs finally awarded or agreed in settlement. This does not apply to claims arising from Customer Data, third-party services, or use of the Service in breach of these Terms.

You will defend Senverse against any third-party claim arising from Customer Data, from your or your Users’ use of the Service in breach of these Terms or the law, or from communications you send through the Service, and pay the resulting damages and costs finally awarded or agreed in settlement.

The party seeking protection must notify the other promptly, give it control of the defence and settlement, and provide reasonable cooperation.

23. Changes to these Terms

We may update these Terms from time to time. We will give at least 30 days’ notice of changes that materially affect your rights, by email to your administrators and in the Service. When a new version is published, administrators are asked to review and accept it in the Service; continued use of the Service after the effective date also constitutes acceptance. If you do not agree to a material change, you may cancel before it takes effect.

24. Governing law and disputes

This agreement is governed by the laws of the Republic of Ghana.

The parties will first try in good faith to resolve any dispute arising out of or in connection with this agreement through negotiation between senior representatives for 30 days after one party notifies the other in writing. If the dispute is not resolved, it will be finally resolved by arbitration under the Alternative Dispute Resolution Act, 2010 (Act 798), by a sole arbitrator appointed by agreement or, failing agreement, in accordance with that Act. The seat of arbitration is Accra, Ghana, and the language is English.

Nothing in this section prevents either party from seeking urgent injunctive or other interim relief from a court of competent jurisdiction, or Senverse from recovering unpaid fees in the courts.

25. General

• Notices. We send notices to the email addresses of your organization’s owner and administrators, and in the Service. You send notices to legal@senverse.io, with a copy to our registered office.
• Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, war, civil unrest, government action, failures of utilities or of internet or telecommunications networks, or attacks by third parties, provided it takes reasonable steps to mitigate them. This does not excuse payment obligations.
• Assignment. Neither party may assign this agreement without the other’s consent, except that Senverse may assign it to a member of the Senverse group of companies or to a successor to its business, on notice to you.
• Subcontracting. Senverse may use subcontractors and sub-processors, and remains responsible for their performance under this agreement.
• Entire agreement. This agreement is the entire agreement between the parties on its subject matter and supersedes prior discussions. Terms in your purchase orders do not apply.
• Severability and waiver. If any provision is unenforceable, the rest remains in effect. A failure to enforce a right is not a waiver.
• Relationship. The parties are independent contractors. Nothing creates a partnership, agency or employment relationship.
• Publicity. Senverse may name you as a customer only with your consent.

26. Contact

Senverse Technologies Ltd, House No. 8, Tuba Road, near Stockwell Montessori School, Tuba, Accra, Greater Accra Region, Ghana (digital address GS-0357-8073). Postal address: P.O. Box M 253, Accra, Ghana. Company registration number CS185630926. Legal notices: legal@senverse.io. Support: support@senverse.io. Billing: billing@senverse.io.

Schedule 1 — Acceptable Use Policy

You and your Users must not use the Service to:

• break any law or regulation, or infringe anyone’s rights, including privacy, data protection and intellectual property rights;
• send unsolicited bulk messages (spam), messages to people who have not agreed to receive them where consent is required, or messages that misrepresent the sender, including through sender IDs or numbers you are not authorised to use;
• store or send content that is unlawful, defamatory, harassing, hateful, sexually exploitative of minors, or that promotes violence or terrorism;
• collect special categories of personal data (such as health or biometric data) or data about children without a lawful basis and the safeguards the law requires;
• upload malware, or interfere with or disrupt the Service, other customers or the networks it relies on;
• probe, scan or test the security of the Service without our written permission (see the responsible disclosure section of our Security page), or attempt to access data or accounts that are not yours;
• use the API or automated means at volumes that degrade the Service or exceed published rate limits, or to scrape data;
• use the Service in breach of applicable sanctions or export-control laws.

To protect the Service and its users, Senverse may take proportionate action, including rate-limiting, pausing a messaging channel, temporarily disabling outbound email, SMS or automations, hiding specific content where a legal or abuse report is on file, or suspending accounts. Where possible we will tell you first and give you the opportunity to resolve the issue; where an action is visible in your organization, you can see it in the Service.