Terms and Conditions

1 Acceptance of Terms

Welcome to Soft Solutions ("Company", "we", "us", "our"). By accessing or using our messaging platform, website, or any associated services — including bulk SMS, RCS (Rich Communication Services), WhatsApp Business messaging, and voice broadcasting — you ("User", "Customer", "you") agree to be bound by these Terms and Conditions ("Terms").

If you do not agree with any part of these Terms, you must immediately discontinue use of our services. These Terms constitute a legally binding agreement between you and Soft Solutions.

2 Services Offered

Soft Solutions provides a multi-channel business messaging platform. Our services include but are not limited to:

• Bulk SMS: High-volume transactional and promotional SMS delivery to mobile subscribers via registered sender IDs on the DLT (Distributed Ledger Technology) platform.
• RCS Messaging (Rich Communication Services): Next-generation rich messaging with branded sender profiles, interactive buttons, carousels, media attachments, and delivery/read receipts over RCS-capable networks.
• WhatsApp Business Messaging: Template-based and session messaging via the official WhatsApp Business API for customer notifications, alerts, and two-way conversations.
• Voice Broadcasting: Pre-recorded and text-to-speech outbound voice calls delivered to large contact lists for OTP, alerts, reminders, and promotional campaigns.
• API Access: Programmatic access to all messaging channels via our REST API.
• Reporting & Analytics: Real-time dashboards, delivery reports, and campaign analytics.

We reserve the right to add, modify, or discontinue any service at any time with reasonable prior notice where practicable.

3 Eligibility & Registration

• You must be at least 18 years of age and legally capable of entering into a binding contract.
• If you are registering on behalf of a business entity, you represent that you are authorised to bind that entity to these Terms.
• You agree to provide accurate, current, and complete information during registration and to keep your account information updated.
• You are responsible for maintaining the confidentiality of your account credentials. Any activity carried out under your account is your sole responsibility.
• You must not share your account credentials with third parties or allow unauthorised access to your account.
• Soft Solutions reserves the right to verify identity and business legitimacy before activating an account.

4 Acceptable Use Policy

You agree to use our platform only for lawful business communication purposes. Acceptable use includes:

• Sending transactional messages (OTPs, order confirmations, payment alerts, appointment reminders) to opted-in recipients.
• Sending promotional or marketing messages to recipients who have given verifiable prior consent.
• Customer service and support communications.
• Internal business notifications.

You are solely responsible for the content of all messages sent through our platform and for ensuring that your use complies with:

• The Information Technology Act, 2000 and its amendments.
• Telecom Regulatory Authority of India (TRAI) regulations, including the TCCCPR 2018.
• DLT registration requirements for SMS (registered entity, headers, and templates).
• WhatsApp Business Policy and Meta's Messaging Guidelines.
• Applicable RCS partner/operator policies.
• All other applicable local, national, and international laws.

5 Prohibited Content & Activities

You must NOT use our services to send or facilitate:

• Spam, unsolicited bulk messages, or messages to recipients without verifiable prior consent.
• Phishing, fraud, scam, or deceptive content of any nature.
• Content that is obscene, defamatory, hateful, discriminatory, or violates any individual's rights.
• Messages promoting illegal goods or services, including unlicensed pharmaceuticals, narcotics, or gambling.
• Political campaign messages without required regulatory approvals.
• Content that infringes third-party intellectual property rights.
• Malware, viruses, or harmful links.
• Messages impersonating government agencies, banks, or other organisations.
• Content targeted at minors or content that exploits, harms, or threatens any person.
• Any content prohibited under applicable TRAI guidelines or telecom operator policies.

6 Opt-In, Opt-Out & Consent

You are solely responsible for obtaining, recording, and maintaining verifiable consent from all message recipients before sending any communication through our platform.

• Opt-In: You must have documented proof of consent (e.g., web form submission, written consent, API log) before adding any number to a campaign.
• Opt-Out / Unsubscribe: Every promotional campaign must include a clear and functional opt-out mechanism. You must honour opt-out requests within 24 hours and remove such numbers from future campaigns.
• WhatsApp: Messaging must comply with Meta's opt-in policy. Only template messages may be sent outside the 24-hour session window and must be pre-approved by Meta.
• Voice: Outbound calls must be limited to permissible calling hours (9:00 AM – 9:00 PM IST) unless the recipient has specifically consented to calls outside these hours.

Soft Solutions is not liable for any claims arising from your failure to obtain proper consent.

7 DND / NDNC Compliance

For SMS services:

• All promotional SMS campaigns are subject to TRAI's National Do Not Call (NDNC) Registry regulations.
• Promotional messages must use only TRAI-registered promotional sender IDs and must not be sent between 9:00 PM and 9:00 AM IST.
• Transactional messages must use registered transactional headers and pre-approved DLT templates.
• You are responsible for scrubbing your contact lists against the DND registry before each campaign. Soft Solutions may offer DND scrubbing as an optional value-added service, but the ultimate compliance obligation rests with you.

8 Data Privacy & Security

We are committed to protecting your data and the data of your end-recipients.

• Contact data, message content, and delivery logs uploaded to or generated by our platform are stored securely and are not sold to third parties.
• We may process data to provide the service, generate analytics, ensure compliance, and prevent abuse.
• You warrant that any personal data you upload is handled in compliance with applicable privacy laws, including any obligations under the Digital Personal Data Protection Act, 2023 (India).
• You agree not to upload sensitive personal data (e.g., financial account numbers, health records, passwords) as message content unless specifically authorised under applicable law.
• In the event of a data breach affecting your account, we will notify you within a reasonable timeframe as required by law.
• Our full Privacy Policy is incorporated by reference and available on our website.

9 Billing, Credits & Refunds

• Prepaid Model: Our platform operates on a prepaid credit basis. Credits must be purchased before campaigns can be launched.
• Pricing: Per-message pricing varies by channel (SMS / RCS / WhatsApp / Voice), route, and network. Current pricing is displayed in your account dashboard and may be updated with prior notice.
• Credit Deduction: Credits are deducted upon message dispatch. For WhatsApp and RCS, credits may be deducted at the time of delivery confirmation depending on the applicable pricing model.
• No Refund on Delivered Messages: Credits consumed for successfully dispatched messages are non-refundable regardless of campaign outcome.
• Refund on Undelivered: Credits for messages that fail at the network level due to our platform error (not recipient unavailability) may be reviewed for credit reversal on a case-by-case basis.
• Unused Credits: Prepaid credits do not expire unless the account is suspended or terminated for policy violation, in which case unused credits are forfeited.
• Taxes: All prices are exclusive of applicable GST and other statutory charges, which will be added at the prevailing rate.
• Disputes: Billing disputes must be raised within 15 days of the transaction date by writing to support@softsms.in.

10 Intellectual Property

• All software, APIs, dashboards, documentation, trademarks, and content comprising the Soft Solutions platform are the exclusive intellectual property of Soft Solutions and are protected by applicable laws.
• You are granted a limited, non-exclusive, non-transferable licence to access and use the platform solely for your authorised business purposes under these Terms.
• You must not copy, modify, reverse-engineer, decompile, distribute, or create derivative works from any part of the platform.
• You retain ownership of the message content you create, but grant Soft Solutions a limited licence to process and transmit that content solely to deliver the service.

11 Limitation of Liability

To the maximum extent permitted by applicable law:

• Soft Solutions provides its services on an "as-is" and "as-available" basis without warranties of any kind, express or implied.
• We do not warrant uninterrupted, error-free, or completely secure operation of the platform. Telecommunications networks and third-party messaging gateways are outside our direct control.
• Soft Solutions shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of business, revenue, data, or goodwill, arising from your use of or inability to use the service.
• Our total aggregate liability to you for any claim arising out of these Terms or the services shall not exceed the amount of credits purchased by you in the three (3) calendar months preceding the claim.
• You agree to indemnify, defend, and hold harmless Soft Solutions, its directors, employees, and agents from any claims, losses, penalties, or regulatory actions arising from your violation of these Terms or applicable laws.

12 Suspension & Termination

• Soft Solutions reserves the right to suspend or terminate your account immediately and without prior notice if you breach any provision of these Terms, violate regulatory requirements, or engage in fraudulent activity.
• We may also suspend accounts proactively if required by a telecom operator, regulatory authority, or as part of an abuse investigation.
• You may close your account at any time by contacting support@softsms.in. Upon voluntary closure, unused credits are non-refundable unless otherwise agreed in writing.
• On termination, your right to access the platform and all associated data ceases. We may retain logs and records as required by law or for dispute resolution.

13 Governing Law & Disputes

• These Terms shall be governed by and construed in accordance with the laws of the Republic of India.
• Any disputes arising out of or in connection with these Terms shall first be attempted to be resolved through good-faith negotiation.
• If unresolved within 30 days, disputes shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Hyderabad, Telangana.
• Subject to the above, the courts of Hyderabad, Telangana shall have exclusive jurisdiction over any matters not subject to arbitration.

14 Changes to Terms

Soft Solutions may revise these Terms at any time. We will notify registered users of material changes via email or an in-platform notice at least 7 days before the changes take effect. Your continued use of the platform after the effective date of any revision constitutes your acceptance of the updated Terms.

We recommend reviewing this page periodically. The "Last Updated" date at the top of this document reflects the most recent revision.