Terms of service

1. Who provides the service

Guillermo Rogel Mora, RUC tax ID 0106693088001, with offices at IMPAQTO, Edificio IQON, 1st floor, Av. de los Shyris y Suecia, Quito, Ecuador.

2. The service

AndesIA provides an artificial intelligence assistant that answers and manages WhatsApp conversations (and, depending on the plan, Instagram and Messenger), appointment booking, product catalog and reservations, a shared inbox for the customer's team and a conversation dashboard. The service runs on the WhatsApp Business Platform. What each plan includes is published on the pricing page.

3. Access, onboarding and accounts

• Access is granted after the business's request has been reviewed.
• Onboarding takes 5 to 7 business days: we configure the assistant with the business's information and test it with 30 real questions that the customer approves before it is switched on.
• The customer is responsible for the users it enables in its workspace and for keeping their credentials secure, and must provide accurate information about its business.

4. WhatsApp and Meta policies

The customer must comply with Meta's WhatsApp Business and commerce policies, including obtaining consent from the people it messages and telling them they are served by an automated assistant. AndesIA may suspend a number if its use puts the service at risk or breaches those policies. Meta's decisions about numbers, templates or accounts are outside AndesIA's control.

The WhatsApp number belongs to the customer. If the customer leaves AndesIA, we help it take the number along.

5. Acceptable use

AndesIA may not be used to:

• Send spam or unsolicited messages.
• Offer illegal products or services, or those prohibited by Meta's policies.
• Collect sensitive data without a legal basis.
• Attempt to access other customers' data or compromise the platform's security.

6. Customer data

The customer is the controller of its own customers' data and AndesIA acts as processor, as described in the Privacy policy. The customer retains ownership of its information. If it handles sensitive data, we sign a data processing agreement before activating the assistant. When the service ends, it can request its data back (CSV or JSON) or its deletion, within 30 days.

7. AI-generated replies

The assistant's replies are generated from the information the customer sets up and may contain errors. The customer is responsible for reviewing that information, overseeing conversations and taking over chats when appropriate.

8. Prices and payment

• Prices are published on the pricing page, in US dollars (USD).
• The monthly fee is paid in advance, by card through PagoPlux or by bank transfer. We issue the SRI-authorized sales receipt for every payment.
• Onboarding is a one-time fee per business.
• AndesIA doesn't charge per message. WhatsApp usage is billed by Meta directly to the business's account.

9. Cancellation and appointment guarantee

• Plans are monthly and can be cancelled at any time, with no penalty.
• Onboarding is non-refundable, except under the appointment guarantee: if in the first 30 days after the assistant starts replying it doesn't book at least 3 appointments, we refund what was paid for onboarding and the first month and close the account. It applies once per business, to businesses that work by appointment or reservation, provided the assistant was switched on for those 30 days with services, prices and hours loaded. It must be requested at [email protected] within 10 days after the 30 days end. It does not cover what Meta bills directly to the business's account.

10. Availability and support

We work to keep the service available, but there may be interruptions for maintenance or for causes beyond our control, including the availability of the WhatsApp Business Platform. Our target is 99% monthly availability, excluding scheduled maintenance and outages at Meta or other providers; this is not a guarantee. We reply to support requests within 24 hours.

11. Intellectual property

The software, the AndesIA brand and the documentation belong to their owner. The customer receives a non-exclusive license to use the service while its subscription is active. WhatsApp is a trademark of Meta Platforms, Inc.

12. Limitation of liability

To the extent permitted by law, AndesIA is not liable for indirect damages or for losses arising from AI-generated replies, Meta's decisions or incorrect information provided by the customer. In any case, AndesIA's total liability is limited to the amount the customer paid in the 3 months before the event giving rise to it.

13. Governing law

These terms are governed by the laws of the Republic of Ecuador. Any dispute will be resolved in the courts of Quito.

14. Contact

For questions about these terms, email [email protected].