Terms of Service

1. Who we are

NELLA Engage (“we”, “us”, “the platform”) provides AI-powered customer engagement software that lets businesses deploy AI agents across WhatsApp, web chat, and voice channels, manage conversations and leads, and bill through Paystack. We operate from Accra, Ghana.

2. Your account and workspace

You must provide accurate information when creating an account and keep your login credentials secure. You are responsible for everything that happens under your workspace, including the actions of team members you invite.

You must be authorised to act for the business you register, and your use of the platform must comply with the laws of Ghana and any other jurisdiction in which you operate.

3. Acceptable use

You agree not to use the platform to send spam or unsolicited messages, harass or deceive customers, distribute unlawful content, or misrepresent AI responses as guaranteed professional advice (medical, legal, or financial).

When using WhatsApp, you must comply with Meta's WhatsApp Business terms, including obtaining customer opt-in and respecting the 24-hour customer service window. When using voice, you must comply with applicable telecommunication rules, including any call-recording consent requirements.

4. AI-generated responses

Our AI agents answer using the knowledge you upload. While the platform is designed to avoid invented prices, policies, and commitments, AI output can contain errors. You are responsible for reviewing the knowledge you provide, configuring restricted topics, and honouring commitments made to your customers through the platform.

5. Fees and billing

Paid plans are billed in Ghana cedis through Paystack on a monthly cycle, plus metered usage (AI processing, messages, voice minutes) beyond your plan's included allowances, at the rates shown in your billing dashboard.

Trials convert to a paused state if no plan is chosen — your data is retained but AI channels stop responding. Cancelling stops renewal at the end of the current billing period. Fees already paid are non-refundable except where required by law or where we fail to provide the service.

6. Your data

You own your business knowledge, conversations, contacts, and leads. We process them only to provide the service, as described in our Privacy Policy. You can export your leads at any time and may request a full data export or deletion of your workspace.

7. Availability and changes

We aim for high availability but do not guarantee uninterrupted service. We may update features, plans, and these terms; material changes will be communicated in the platform or by email, and continued use after changes take effect constitutes acceptance.

8. Liability

To the maximum extent permitted by law, the platform is provided “as is”, and our total liability for any claim is limited to the fees you paid us in the three months before the event giving rise to the claim. We are not liable for indirect or consequential losses, including lost profits or lost business opportunities.

9. Termination

You may close your workspace at any time. We may suspend or terminate workspaces that breach these terms, create risk for other customers, or fail to pay. Where practical, we will give notice and an opportunity to export your data.

10. Governing law and contact

These terms are governed by the laws of the Republic of Ghana. Questions? Contact us at info@engage.com.gh or +233 54 012 8221.