Terms of service

Last updated 5 November 2026

The draft agreement between Milvao and the communities that use it: accounts, what is not allowed, member consent, fees and liability. Not yet in force.

1. 01Definitions

   • Workspace: your community's space in Milvao, with its groups, members, requests and settings.
   • Owner and Operators: the people you give access to the workspace. The Owner controls settings and the team.
   • Members: people in your community who join Milvao through your join links.
   • Business number: the WhatsApp Business phone number connected to your workspace.
   • Order: the pilot or plan you choose, including any written quote we agree with you.

2. 02The service

   Milvao lets members of your community ask for help privately on your business number, turns each request into a brief the member confirms, offers the request to suitable members one at a time (automatically, or after an Operator approves each match if you choose that setting), and shares contact details between two members only after both agree. It includes the operator dashboard, join links, the member directory and delivery tracking.

   Milvao does not join, read or post in your WhatsApp groups. We may improve or change features over time; we won't remove a core part of the service you have paid for during the paid period without telling you first.

3. 03Accounts and access

   • Accounts are by invitation. The Owner is responsible for who they invite and for removing Operators who should no longer have access.
   • Keep sign-in details private and use two-factor sign-in where you can. Tell us straight away if you think an account has been misused.
   • You are responsible for what happens under your workspace's accounts.

4. 04Your responsibilities for members

   For members' personal data, you are the data fiduciary (controller) and we act as your processor. You agree to:

   • Tell members, before or when they join, who runs the community's use of Milvao and how their data is used, including a link to a notice that covers it.
   • Only invite people to Milvao through your join links, and only people who belong to your community. Don't add members without their knowledge.
   • Not bypass or imitate Milvao's consent steps, and respect every PAUSE, STOP, decline and deletion request.
   • Not onboard anyone under 18.
   • Handle members' requests about their data, with our help where needed.
   • Use contact details shared through Milvao only for the introduction they were shared for, and not export the member directory for marketing.

5. 05WhatsApp and Meta

   Milvao uses the WhatsApp Business Platform (Cloud API) on your business number. You must follow WhatsApp's Business Terms, Business Messaging Policy and Commerce Policy, and any instructions Meta gives about your number. Meta can limit, flag or suspend a business number or message template under its own rules; we will help you resolve problems, but we don't control Meta's decisions and aren't responsible for them.

   WhatsApp is a trademark of Meta Platforms, Inc. Milvao is not affiliated with Meta.

6. 06Acceptable use

   You and your Operators must follow our acceptable use policy, and must not use Milvao to:

   • Send spam, bulk promotions or any message a member hasn't agreed to receive.
   • Harass, threaten, deceive or impersonate anyone.
   • Offer or arrange anything illegal, including services that need a licence you or the member don't have.
   • Collect members' data for purposes they haven't agreed to, or sell it.
   • Get around limits on offers, consent checks or other safeguards.
   • Probe, scan or test the security of Milvao without our written permission, or try to reach another workspace's data.
   • Copy, resell or reverse engineer the service.

   Found a security issue? Email hello@milvao.com [TODO: switch to the security contact once security@milvao.com is set up].

7. 07Fees and payment

   • Pilot: ₹4,999 for 30 days of assisted setup and use, invoiced at the start.
   • Starter: ₹2,999 per month for one workspace, one business number, up to 300 onboarded members and two operator seats including the Owner.
   • Growth: ₹6,999 per month for one workspace, up to 1,000 onboarded members and five operator seats including the Owner.
   • Starter and Growth yearly: ₹29,990 and ₹69,990 per year respectively, for the same limits.
   • Larger or custom plans: the price and limits in your written Order.
   • WhatsApp message charges from Meta are separate from Milvao's fees and are not included in them.
   • Members never pay Milvao.

   We invoice you; invoices are payable within [TODO: payment term, for example 15 days]. [TODO: tax wording, such as whether fees are exclusive of GST, to be confirmed with the accountant.] We may change prices for future periods with at least [TODO: notice period, for example 30 days] written notice. Refunds follow our refund policy. [TODO: confirm the refund policy, which is still a draft.]

8. 08Term, renewal and cancellation

   • The pilot ends after 30 days unless you choose a plan.
   • Monthly plans continue month to month until you or we cancel with notice before the next month starts [TODO: notice period].
   • After the service ends, you can ask for an export of your workspace data within [TODO: period, for example 30 days]. After that we delete it, except what we must keep by law or as de-identified counts.

9. 09Suspension

   We may suspend all or part of the service if invoices are unpaid after a reminder, if we reasonably believe these terms (especially acceptable use or member consent) are being broken, if there is a security risk, or if Meta restricts your business number. We will tell you why and, where we can, give you a chance to fix the problem first.

10. 10Data protection

    We process members' personal data only on your instructions and to provide the service, keep it confidential, protect it with appropriate security, use only the service providers listed on our sub-processors page, help you respond to data requests and breaches, and delete or return it when the service ends. Our data processing agreement sets out these processor terms under the DPDP Act and the GDPR. [TODO: finalise the data processing agreement, which is still a draft.]

11. 11Ownership

    You own your workspace data. You give us permission to process it to run and support the service. We own Milvao, its software and its design. If you send us feedback, we may use it without owing you anything.

12. 12Confidentiality

    Each of us will keep the other's non-public information confidential and use it only for this agreement, except where the law requires disclosure.

13. 13Availability and support

    We work to keep Milvao available and to fix problems promptly, but we don't promise uninterrupted service, especially during the pilot. Planned maintenance will be announced where possible. Support is by email at hello@milvao.com.

14. 14No guarantee of outcomes

    Milvao helps members find each other. We don't guarantee that a request will be matched, that a member will accept, or any business result. Members are independent; we are not a party to any arrangement between them and are not responsible for the services they provide each other. The service is provided “as is” to the extent the law allows.

15. 15Limitation of liability

    To the extent the law allows, neither of us is liable for indirect or consequential loss, or loss of profit, revenue or goodwill. Our total liability under these terms in any 12 months is limited to the fees you paid us in those 12 months [TODO: confirm the cap with counsel]. Nothing here limits liability that cannot be limited by law.

16. 16Indemnity

    You will cover our reasonable costs from claims by members or others that arise because you onboarded people without proper notice or consent, or broke the acceptable use rules.

17. 17Changes to these terms

    We may update these terms. For changes that affect you materially, we will email the Owner at least [TODO: notice period] before they take effect. If you don't agree, you can cancel before then.

18. 18Governing law and disputes

    These terms are governed by the laws of India. The courts at [TODO: city for courts and governing law, India] have exclusive jurisdiction. [TODO: decide whether disputes go to arbitration first, and the seat.] We will always try to resolve a disagreement by talking first.

19. 19General

    These terms and your Order are the whole agreement between us about Milvao. If a part is unenforceable, the rest still applies. Neither of us is responsible for delays caused by events outside reasonable control. You may not transfer this agreement without our consent; we may transfer it to a company that takes over Milvao. Notices go to the Owner's email and to hello@milvao.com.

20. 20Contact

    [TODO: company legal name], [TODO: registered office address]. Email: hello@milvao.com.