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Terms of Service

Joiin Flow (Pty) Ltd — Last updated: June 2026

1. Agreement to these terms

By signing up for or using Flow, you agree to these Terms of Service (“Terms”). Please read them carefully.

If you are using Flow on behalf of a business, you confirm that you have authority to bind that business to these Terms.

If you do not agree to these Terms, do not use Flow.

2. Who we are

Flow is a WhatsApp Business automation platform operated by Joiin Flow (Pty) Ltd, a company registered in South Africa (“Joiin Flow”, “we”, “us”, “our”).

3. The service

3.1 What Flow does

Flow connects to your WhatsApp Business number via the WhatsApp Business API and automates customer conversations including lead qualification, customer support, appointment scheduling, payments, and more.

3.2 WhatsApp Business API

Flow operates on the WhatsApp Business API provided by Meta Platforms, Inc. Your use of Flow is also subject to WhatsApp’s Business Policy and Terms of Service, available at business.whatsapp.com. You are responsible for complying with WhatsApp’s policies at all times.

Flow is an independent product and is not affiliated with, endorsed by, or sponsored by Meta or WhatsApp.

3.3 Service availability

We aim to maintain 99.5% uptime. However, we do not guarantee uninterrupted access to the service. We may perform scheduled maintenance and will notify you in advance where possible.

4. Your account

4.1 Registration

To use Flow, you must create an account with accurate and complete information. You are responsible for maintaining the security of your account credentials.

4.2 Account security

You must notify us immediately at support@joiinflow.com if you suspect any unauthorised access to your account. We are not liable for losses resulting from unauthorised access caused by your failure to secure your credentials.

4.3 One account per business

Each Flow account is for one WhatsApp Business number. Multiple numbers require separate accounts or a Team/Enterprise plan. Contact us for pricing.

5. Acceptable use

5.1 You may use Flow to

  • Automate legitimate customer service conversations
  • Capture and qualify leads from inbound enquiries
  • Send appointment reminders and confirmations
  • Process payments and send invoices
  • Send broadcast messages to opted-in contacts
  • Collect customer feedback

5.2 You may not use Flow to

  • Send unsolicited messages (spam) to contacts who have not opted in
  • Send messages that violate WhatsApp’s Business Policy
  • Harass, threaten, or deceive customers
  • Distribute false, misleading, or fraudulent information
  • Violate any applicable law, including the Electronic Communications and Transactions Act, the Consumer Protection Act, or POPIA
  • Attempt to circumvent WhatsApp’s messaging limits or policies
  • Resell or sublicense access to Flow without our written consent
  • Reverse engineer, copy, or create derivative works from our platform

5.3 Broadcast messages

You may only send broadcast messages to contacts who have explicitly opted in to receive communications from your business. Sending broadcasts to non-opted-in contacts is a violation of WhatsApp’s policies and these Terms and may result in your WhatsApp number being banned by Meta.

5.4 Content

You are solely responsible for all content sent through your Flow automations. We do not review or pre-approve your content. We may remove content or suspend your account if we determine content violates these Terms or applicable law.

6. Pricing and payment

6.1 Plans

Flow is available on the following plans: Starter (R999/mo), Growth (R1,999/mo), Pro (R3,499/mo), and Enterprise (custom pricing). Prices are subject to change with 30 days notice.

6.2 Setup fee

A once-off setup fee applies to all plans. This fee covers onboarding, configuration, and getting your Flow live. Setup fees are non-refundable once onboarding has commenced.

6.3 Billing

Monthly plans are billed in advance on the first day of each billing cycle. Annual plans are billed upfront for the full year.

6.4 Payment

Payment is due on the invoice date. Accounts with overdue balances of more than 7 days may be suspended. We accept EFT, debit card, and credit card.

6.5 Price changes

We will give you at least 30 days notice of any price changes. Continued use of Flow after a price change takes effect constitutes acceptance of the new pricing.

6.6 Taxes

All prices exclude VAT. Where applicable, VAT will be added at the prevailing rate.

7. Free trial

7.1 Trial period

We offer a 14-day free trial on all plans. No credit card is required to start a trial.

7.2 After the trial

At the end of your trial, you must select a paid plan to continue using Flow. If you do not, your account will be paused and your data retained for 30 days before deletion.

7.3 One trial per business

Free trials are available once per business. We reserve the right to deny trial access if we reasonably believe it is being misused.

8. Cancellation and termination

8.1 Cancellation by you

You may cancel your subscription at any time by contacting us at support@joiinflow.com or through the dashboard. Cancellations take effect at the end of the current billing cycle. We do not provide refunds for unused portions of a billing period.

8.2 Termination by us

We may suspend or terminate your account immediately if:

  • You breach these Terms
  • You violate WhatsApp’s Business Policy
  • Your account is used for illegal or harmful activity
  • You fail to pay amounts due after 14 days notice
  • We are required to do so by law

We will give you reasonable notice before termination where possible, except where immediate termination is necessary to protect our platform, other users, or comply with law.

8.3 Effect of termination

On termination, your access to Flow will cease. We will retain your data for 30 days after which it will be deleted. You may request an export of your data before deletion by contacting us.

9. Your data

9.1 Ownership

You retain ownership of all content and data you input into Flow, including your knowledge base, customer conversations, and business information.

9.2 Licence to us

By using Flow, you grant us a limited licence to process your data solely for the purpose of providing the service to you.

9.3 Data processing

We process personal information in accordance with our Privacy Policy. Where you use Flow to process your customers’ personal information, we act as your data processor and you act as the responsible party under POPIA.

9.4 Data security

We implement reasonable technical and organisational measures to protect your data. See our Privacy Policy for details.

10. Intellectual property

10.1 Our platform

All intellectual property rights in Flow — including the software, design, features, and content — belong to Joiin Flow (Pty) Ltd. Nothing in these Terms grants you any rights to our intellectual property except the limited right to use the service as described.

10.2 Your content

You retain all intellectual property rights in content you create and input into Flow.

10.3 Feedback

If you provide us with feedback or suggestions about Flow, we may use that feedback without obligation to you.

11. Disclaimers and limitations

11.1 Service provided as-is

Flow is provided on an “as is” and “as available” basis. We make no warranties, express or implied, regarding the reliability, accuracy, or fitness for purpose of the service.

11.2 No guarantee of results

We do not guarantee that using Flow will result in any particular business outcome, increase in leads, revenue, or customer satisfaction.

11.3 Third-party services

We are not responsible for the availability, reliability, or performance of third-party services including WhatsApp, Google, payment providers, or any other integration.

11.4 Limitation of liability

To the maximum extent permitted by law, Joiin Flow’s total liability to you for any claim arising from your use of Flow is limited to the amount you paid us in the 3 months preceding the claim.

We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, even if we have been advised of the possibility of such damages.

Nothing in these Terms limits our liability for fraud, gross negligence, or death or personal injury caused by our negligence.

12. Indemnification

You agree to indemnify and hold harmless Joiin Flow (Pty) Ltd, its directors, employees, and agents from any claims, losses, damages, or expenses (including legal fees) arising from:

  • Your use of Flow
  • Your violation of these Terms
  • Your violation of any third-party rights, including WhatsApp’s policies
  • Content you send through your automations

13. Changes to these terms

We may update these Terms from time to time. When we make material changes, we will notify you by email or through the dashboard at least 14 days before the changes take effect.

Continued use of Flow after changes take effect constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you must cancel your account before the changes take effect.

14. Governing law and disputes

These Terms are governed by the laws of the Republic of South Africa.

Any disputes arising from these Terms or your use of Flow will be resolved as follows:

  1. We will first attempt to resolve the dispute informally. Please contact us at legal@joiinflow.com.
  2. If informal resolution fails within 30 days, either party may refer the dispute to mediation under the rules of the Arbitration Foundation of Southern Africa (AFSA).
  3. If mediation fails, the dispute will be resolved by binding arbitration under AFSA rules.

Nothing in this clause prevents either party from seeking urgent interim relief from a court of competent jurisdiction.

15. General

15.1 Entire agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Joiin Flow regarding your use of the service.

15.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.

15.3 No waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it in the future.

15.4 Assignment

You may not assign your rights or obligations under these Terms without our written consent. We may assign our rights to a successor entity in the event of a merger or acquisition.

16. Contact us

For any questions about these Terms:

Joiin Flow (Pty) Ltd
Email: legal@joiinflow.com
Website: www.joiinflow.com

For support: support@joiinflow.com
For privacy: privacy@joiinflow.com