Terms of Service
Last updated: September 13, 2026
These terms govern your use of ventas.ai. They form an agreement between ventas.ai and the business that signs up. By creating an account or using the service you accept them, and you confirm you are authorised to accept them for that business.
Our Acceptable Use Policy and our Privacy Policy are part of these terms. Read section 4 carefully: it sets out that you, not us, are the sender of the WhatsApp messages your agent sends.
What the service does
ventas.ai provides AI sales agents that answer your customers on WhatsApp. You configure an agent with your business information, connect it to a WhatsApp number, and it replies to your customers on your behalf.
Agent replies are generated by AI. They can be wrong. You are responsible for what your agent says to your customers, and you should review its configuration and its conversations. We give you tools to do that; we do not review your conversations for you.
Your account
- You must be a business, and the person who signs up must be authorised to bind it.
- You are responsible for your users, for keeping sign-in credentials secure, and for everything done under your account.
- The information you give us must be accurate, including your business name and the countries you operate in, because we rely on it when we register your WhatsApp sender.
- Tell us promptly if you believe your account has been accessed without authorisation.
Phone numbers
There are two ways your agent gets a WhatsApp number, and they differ.
- We supply the number
- Available in some countries only. We buy a number and make it available to you for use with the service. We hold it with our telecommunications provider on your behalf while your account is active. Charges for it are part of your fees.
- You bring your own number
- You use a number you already hold. It must be able to receive an SMS or a phone call directly so it can be verified, and it must not already be registered on WhatsApp. You remain responsible for that number and its costs with your own provider.
Which option is available depends on the country, because telecommunications regulators in some countries require the number holder's local identity and address. We will tell you which applies before you choose.
Your WhatsApp Business account, and who sends the messages
You hold your own WhatsApp Business account with Meta. You create or select it during sign-up, in Meta's own window, and you accept Meta's terms for it directly with Meta. We never register your number into an account we own.
This has consequences that are the point of the arrangement rather than a technicality:
- You are the sender of every message your agent sends. We provide the technology that composes and delivers it.
- Your messaging limits, your quality rating, and your display-name approval are yours, and are not shared with any other business.
- You are responsible for complying with Meta's and WhatsApp's policies for those messages, and for the consequences if you do not, including any action Meta takes against your account.
- Your WhatsApp Business account and your business's presence on WhatsApp remain yours if you leave. If we supplied the number, we will work with you on transferring or releasing it.
We hold the technical access to your WhatsApp Business account that we need to operate your agent, granted by you during sign-up. We use it only to provide the service to you and you can withdraw it, which will stop your agent working.
You indemnify us against any claim, fine, or loss we suffer arising from messages sent from your WhatsApp Business account, from your breach of Meta's or WhatsApp's policies, or from a complaint by a person you messaged — except to the extent we caused it. This follows from you being the sender; we cannot answer for the content of messages you configure your agent to send.
Rules you must follow
The service sits on top of WhatsApp and on our telecommunications provider. Their rules bind you as well as us, and you agree to comply with them as they apply to your use of the service.
- Meta's WhatsApp Business Messaging Policy and Commerce Policy, including the rules on what may be sent, when, and with what consent.
- The requirement to have a lawful basis to message a person, and to honour their request to stop.
- Our telecommunications provider's acceptable use rules for the phone number and for messaging.
- Our Acceptable Use Policy, which sets out what you must not use an agent for.
You must not use the service to send unsolicited bulk messages, to impersonate another business, to mislead people about who they are talking to, or for anything unlawful. You must not present your agent as a human being if asked directly.
If you breach these rules we may suspend your agent immediately where necessary to protect the service, other customers, or our standing with Meta or our provider. We will tell you why and give you the opportunity to fix it where it is safe to do so.
Meta and our provider change these policies without asking us. A change binds you from the date they make it, not from the date we notice. We will tell you about a change we become aware of that materially affects how you can use the service, but we do not control their timing and cannot warrant that our notice is complete or prompt.
Your data and your customers' data
You keep ownership of the business information you give us and of your conversations with your customers. You grant us the permission we need to host and process it in order to run the service for you.
For your customers' personal information you are the controller and we act on your instructions, as set out in our Privacy Policy. You are responsible for having the right to give us that information and for telling your customers how it is used.
We do not use your conversations or your business content to train AI models, and we do not use one customer's data to serve another.
Our Privacy Policy sets out how we handle that information as your processor: only on your instructions, only to provide the service, with the security measures described there, and with deletion on account closure. If your own obligations require a separate signed data processing agreement, ask us and we will enter into one.
Fees
You pay us for the service. Our fees include what we pay for WhatsApp messaging and for phone numbers where we supply them, so you receive one bill from us and have no separate account with those providers for the service.
We require valid payment authorisation before we buy a phone number for you, because buying one costs money immediately. If you add further numbers later you confirm each purchase at the time.
- Fees are those on your plan when you subscribe, billed monthly in advance, plus usage-based charges billed in arrears for the month just ended.
- Amounts are exclusive of GST and any other applicable tax, which we add where we are required to.
- Invoices are payable on issue by the payment method on your account. If a payment fails we will tell you and retry; if it remains unpaid after 14 days we may suspend the service.
- Fees for a period already begun are not refundable, except where the law requires it or where we ended the agreement for our own convenience.
- We may change prices with at least 30 days' written notice. A change takes effect at your next billing period, and you may close your account before it does.
Availability and changes
We work to keep the service available but we do not promise it will be uninterrupted. Parts of it depend on WhatsApp, on Meta, and on our telecommunications provider, and an outage or a policy change at any of them can affect your agent.
We may change the service. Where a change removes a capability you rely on, we will give you reasonable notice.
We do not offer a contractual service level or availability credit. We aim for high availability and we monitor the service continuously, but we are not prepared to promise a figure we do not control end to end, and we would rather say so than publish one we could not stand behind. If you need a contractual service level, talk to us before you commit.
We may perform maintenance that briefly interrupts the service. Where we can plan it, we will do it outside business hours in your agent's country and tell you beforehand.
Our intellectual property
The service, the software, and everything we provide other than your own content remain ours. You may use them only as these terms allow. You must not copy, resell, or reverse engineer the service, or use it to build a competing product.
Warranties and liability
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Everything below applies only to the extent the law permits.
Subject to that, we provide the service as is and we do not warrant that it will be uninterrupted, error free, or fit for a purpose you have not told us about. In particular, and this is the warranty that matters most here: agent replies are generated by AI and may be inaccurate, incomplete, or inappropriate. We do not warrant their accuracy. You are responsible for what your agent says, for reviewing its configuration, and for the commitments it makes to your customers on your behalf.
Where our liability can be limited, it is limited as follows:
- Our total liability for all claims in any 12-month period is capped at the fees you paid us in the 12 months before the claim arose.
- Neither of us is liable for loss of profit, loss of revenue, loss of anticipated savings, loss of goodwill, or loss of or corruption of data, however caused.
- Neither of us is liable for a failure caused by the other's breach, or by something outside our reasonable control, including an outage, policy change, suspension, or account action by Meta, WhatsApp, or our telecommunications provider.
- Where the Australian Consumer Law applies and permits it, our liability for a failure to comply with a consumer guarantee is limited to supplying the service again, or paying the cost of having it supplied again.
The cap does not apply to your obligation to pay fees, to either party's liability for death or personal injury caused by negligence, for fraud, or for a wilful breach, or to the indemnities you give us in sections 4 and 5.
We indemnify you against a third-party claim that the service itself infringes that party's intellectual property, provided you tell us promptly, let us control the defence, and cooperate. This does not apply to a claim arising from your content, your configuration, or your use of the service in breach of these terms.
Term, suspension, and ending the agreement
- The agreement runs until you or we end it.
- You may close your account at any time. Fees already incurred remain payable.
- We may suspend or end the agreement if you materially breach it, if you do not pay, or if we are required to by Meta, our provider, or the law.
- When the agreement ends we stop your agents and delete your data as described in our Privacy Policy. You keep your WhatsApp Business account and, where it is yours, your number.
- Either of us may end the agreement for convenience with 30 days' written notice. If we do, we refund fees you have paid for any period after termination.
- Either of us may end it immediately if the other materially breaches and does not fix the breach within 14 days of being told about it.
- We may suspend rather than terminate where that is enough to protect the service, other customers, or our standing with Meta or our provider. We will tell you why and restore access once the cause is resolved.
- We may end it immediately, without a cure period, if required to by Meta, our provider, or the law, or if your use exposes us to legal or regulatory action.
- For 30 days after termination you can export your conversations and your business content. After that we delete them.
General
- Governing law
- These terms are governed by the laws of Victoria, Australia. We each submit to the non-exclusive jurisdiction of the courts of Victoria and the courts that hear appeals from them.
- Disputes
- Before starting proceedings, each of us will try in good faith to resolve the dispute by discussion between people with authority to settle it. Neither of us is prevented from seeking urgent injunctive relief.
- Changes to these terms
- We may change these terms with at least 30 days' written notice. If a change materially disadvantages you, you may end the agreement before it takes effect and we will refund fees for any period after termination. Continuing to use the service after a change takes effect accepts it.
- Assignment and subcontracting
- Neither of us may assign the agreement without the other's consent, except to an acquirer of substantially the whole of that party's business. We may use subcontractors, including the providers named in our Privacy Policy, and we remain responsible for what they do on our behalf.
- Notices
- We will give notice by email to the address on your account, or in the product. Give notice to us at legal@ventas.ai.
- Entire agreement and severability
- These terms, with the Acceptable Use Policy and the Privacy Policy, are the whole agreement between us about the service. If any part is unenforceable it is severed and the rest continues. A failure to enforce a right is not a waiver of it.
Language
These terms are published in English and Spanish. If the two versions differ, the English version applies.