Discuss My ProcessThese terms cover your use of UpMatrix. UpMatrix is a product of MatrixHive Technologies Private Limited, registered at Office No. A501, SAFAL Pegasus, Opp. Shell Petrol Pump, 100ft Aanand Nagar Road, Ahmedabad 380015, Gujarat, India. In these terms, “UpMatrix”, “we” and “us” mean MatrixHive Technologies Private Limited, and “you” means the business using the service.
Acceptance of these terms
By creating an account, using UpMatrix or connecting a WhatsApp Business number to it, you agree to these terms. If you are agreeing on behalf of a company, you confirm you are allowed to do so.
If you do not agree to these terms, do not use the service.
We may change these terms. If a change materially affects you, we will tell you before it takes effect, by email or inside the product. Continuing to use UpMatrix after that means you accept the change.
The service
UpMatrix is business software that connects to WhatsApp through Meta’s supported infrastructure. It gives you a shared team inbox, workflows, campaigns and templates, a CRM, and the apps you have subscribed to.
UpMatrix is a Meta Business Partner. Messages sent through UpMatrix use Meta’s supported WhatsApp infrastructure, not a personal WhatsApp account or a browser session.
Because the service runs on Meta’s platform, Meta’s own policies apply to you as well as ours. That includes the WhatsApp Business Messaging Policy, the WhatsApp Business and Commerce Policies, and Meta’s rules on message templates, opt-in and quality rating. Meta can change those policies, and Meta can restrict or disable a WhatsApp Business account for breaching them. Those decisions are Meta’s, not ours.
We add features and change how parts of the product work. We will not remove a feature you depend on without notice.
Accounts and access
You need an account to use UpMatrix. Keep your login details safe and do not share them. You are responsible for what happens under your account, including what your team members do.
You decide who on your team gets access and at what level. Remove people who leave.
Tell us as soon as you can if you think someone has got into your account without permission.
You must give us accurate business details, and keep them up to date, so that we can verify your business with Meta where that is needed.
Your data
Your data is yours. The contacts you upload, the conversations your team has, the notes, tags, orders and files in your account belong to you. We do not sell them and we do not use them to build products for anyone else.
Each customer’s data is kept separately. We hold your data so that we can run the service for you, support you when you ask, and meet our legal obligations.
You can export your data while your account is active, and for 30 days after you close it. After that we delete it, except where the law requires us to keep a record.
How we collect and handle personal information is set out in our privacy policy.
Acceptable use
You must have the recipient’s opt-in before you message them on WhatsApp, and you must be able to show where that opt-in came from. Marketing and utility messages outside a 24 hour service window must use templates approved by Meta.
You must follow the WhatsApp Business Policy and the WhatsApp Commerce Policy. Do not use UpMatrix to send spam, to message people who have opted out, to sell anything those policies prohibit, or to impersonate another business.
Do not try to break, overload, reverse engineer or resell the service.
If you breach these rules, or if Meta tells us your account is breaching theirs, we may suspend your account or a specific number while we sort it out. Where the breach is serious or repeated, we may close the account. We will tell you why, and give you a chance to fix it where the situation allows.
Fees and billing
Plans and prices are the ones published on our pricing page. GST is extra where it applies.
Plans are billed in advance, monthly or annually, and renew automatically until you cancel. Cancel before the next renewal date and you will not be charged again. We do not refund the part of a term you have already paid for, unless the law says otherwise.
Meta charges separately for WhatsApp conversations and templates, at Meta’s published rates. Those charges are billed by Meta. We do not mark them up.
If a payment fails, we will try again and let you know. If it stays unpaid, we may pause the account until it is settled.
We may change prices. Existing customers get at least 30 days’ notice before a price change applies to them, and the change takes effect at the next renewal.
Availability and support
We aim to keep UpMatrix available at all times, but we do not promise it will never go down. Planned maintenance is announced in advance where we can.
Parts of the service depend on Meta and on other providers. If WhatsApp is down or Meta restricts an account, some things will not work, and that is outside our control.
Support is available Monday to Friday, 9 AM to 6 PM IST, by WhatsApp and by email at [email protected]. We answer most questions the same working day.
Termination
You can close your account at any time from inside the product, or by telling us. Your plan runs to the end of the term you have paid for.
We may close or suspend your account if you breach these terms, if you do not pay, if Meta requires it, or if we have to for legal reasons.
When an account closes, access ends. Export what you need first; the 30 day window in “Your data” still applies.
Limitation of liability
We provide UpMatrix with reasonable skill and care, but we do not promise that it will be uninterrupted or error free, or that it will produce a particular business result.
We are not liable for indirect or consequential loss, for lost profits, lost business or lost data, or for anything caused by Meta, by your internet connection, or by another service you have connected to UpMatrix.
Where we are liable, our total liability to you in any 12 month period is limited to the fees you paid us for the service in the 12 months before the claim arose.
Nothing in these terms limits liability that cannot be limited by law, including liability for fraud.
Governing law
These terms are governed by the laws of India. The courts of Ahmedabad, Gujarat have exclusive jurisdiction over any dispute arising from them.
Before going to court, we ask that you contact us so we can try to resolve the matter directly.
Contact
MatrixHive Technologies Private Limited Office No. A501, SAFAL Pegasus, Opp. Shell Petrol Pump, 100ft Aanand Nagar Road, Ahmedabad 380015, Gujarat, India
Email: [email protected] Phone: +91 87349 37319, Monday to Friday, 9 AM to 6 PM IST