Terms of Service

Overview

Agents — by Yudex Labs

By using Agents by Yudex Labs (the "Service"), you accept these Terms of Service (the "Terms"). If you do not agree, do not use the Service. The Service is provided by Yudex Labs ("we", "our", or "the Platform"), based in Colombia.

2. Service Description

Agents by Yudex Labs is a SaaS platform that allows businesses ("Owners") to create and manage AI agents connected to WhatsApp Business. The service includes:

• WhatsApp-guided onboarding to create an agent.
• A customized knowledge base built from documents, URLs, and images.
• Automated responses from AI configured with the business's data.
• Direct integration with the WhatsApp Business Platform.
• Automated voice calls through AI agents enabled by Retell AI.
• Metrics and management dashboard.

3. Registration and Account

3.1 Requirements

To use the Service, you must:

• Be over 18 years old.
• Have the legal capacity to enter into contracts.
• Be the owner or authorized representative of the business.
• Provide truthful information during onboarding.
• Comply with the WhatsApp Business Policy.
• Comply with the Meta Platform Terms.

3.2 Account

• Each phone number is associated with a single business.
• You are responsible for maintaining the security of your WhatsApp Business account.
• You must notify us immediately if you detect unauthorized use.

4. Plans and Payments

4.1 Available plans

Annual plans include a discount equivalent to 2 months.

4.1.1 Voice call limits by plan

Voice minutes above the plan allowance are billed as overage at the stated rate together with the following period's Monthly Fee, without suspending the service for this reason.

4.2 Billing

• Payments are processed through PayPal through a recurring subscription.
• The billing cycle begins on the plan activation date.
• Prices do not include applicable local taxes.
• Meta WhatsApp Business API usage costs are separate and billed directly by Meta to the Owner.

4.3 Cancellation

• You can cancel your subscription at any time through PayPal.
• Cancellation takes effect at the end of the current billing period.
• No prorated refunds are issued for partial periods.
• After cancellation, your agent is deactivated but its configuration is retained for 90 days for possible reactivation.

4.4 Reactivation

• If you reactivate within 90 days after cancellation, your agent is restored with its original configuration.
• After 90 days, the data is deleted and you must start a new onboarding.

The cancellation terms in this section apply to self-service subscriptions purchased through PayPal. Enterprise customers with an individual services agreement with Yudex Labs are governed, regarding termination, notice, billing, and information delivery, by that agreement when its terms differ from this section.

5. Acceptable Use

5.1 Permitted uses

• Automated customer service.
• Answers to frequently asked questions.
• Appointment scheduling.
• Catalogs and menus.
• General business information.

5.2 Prohibited uses

It is strictly prohibited to use Agents by Yudex Labs for:

• Spam: Send unsolicited bulk messages.
• Restricted content: Promotion of illegal products, weapons, drugs, adult content, or unlicensed gambling.
• Impersonation: Pretend to be another person or company.
• Phishing: Request passwords, banking details, or sensitive information through the agent.
• Discrimination: Discriminatory content based on race, gender, sexual orientation, religion, or any other condition.
• Misinformation: Intentionally spread false information.
• Privacy violation: Collect end users' personal data without their consent.
• Policy evasion: Attempt to circumvent WhatsApp Business policies.

5.3 Consequences

Failure to comply with these terms may result in:

1. Written warning.
2. Temporary suspension of the service.
3. Permanent account cancellation without a refund.
4. Report to Meta if WhatsApp policies are violated.

6. WhatsApp Business Policies

By using Agents by Yudex Labs, you agree to comply with:

• WhatsApp Business Policy.
• WhatsApp Commerce Policy.
• Meta Platform Terms.

6.1 24-hour window

Meta only allows free-form text messages within 24 hours of the user's last message. Outside this window, only Message Templates pre-approved by Meta may be sent. Yudex Labs enforces this restriction automatically.

6.2 End-user opt-in

The Owner is solely responsible for obtaining and retaining proof of each end user's consent (opt-in) before starting any WhatsApp conversation. This opt-in must meet Meta's requirements in the WhatsApp Business Messaging Policy, including clear business identification, the purpose of the contact, and a simple way for the end user to withdraw consent at any time. Yudex Labs does not send proactive messages on behalf of the Owner without the Owner's explicit instruction.

6.3 Messaging limits

WhatsApp Business API conversation limits are set by Meta and depend on the Owner's business verification level. These limits are independent of Agents by Yudex Labs plan limits.

6.4 Voice calls and recordings

The Service may include automated voice calls through AI agents, processed through Retell AI. By enabling this feature, the Owner accepts and guarantees the following:

• Recording: calls are recorded and the audio file is stored in Retell AI's infrastructure.
• Transcript: an automatic transcript is generated for each call and stored in the platform's encrypted database.
• End-user notice: the Owner is solely responsible for informing end users, before or at the start of the call, that the conversation will be recorded and transcribed. The Owner is responsible for any failure to meet this obligation.
• Regulatory compliance: the Owner is responsible for complying with call-recording laws applicable in its jurisdiction.
• Retention: recordings are governed by Retell AI's retention policy; transcripts are retained while the account is active.
• Phone number: the number assigned for voice calls is acquired and managed by Yudex Labs under its own Twilio account and assigned for the Owner's exclusive use while its plan is active. This assignment does not transfer ownership of the number or telephony account — when the plan is canceled or changed, the number is released and may be reassigned unless portability is expressly agreed.
• Location and international data transfers: providers used to process voice calls and messaging (Retell AI, Twilio, ElevenLabs), as well as AI models (through OpenRouter and its providers), operate and store information on servers outside Colombia, including the United States. By using the Service, the Owner accepts this international data transfer and is responsible for any notices or authorizations required by data protection laws in its jurisdiction.

7. Intellectual Property

7.1 Our property

The Agents by Yudex Labs platform, its code, design, brand, and technology are owned by Yudex Labs. Your use of the Service does not grant you any rights to the platform.

7.2 Your content

The documents, text, images, and data you upload to train your agent belong to you. You grant us a limited, non-exclusive license to process this content solely to operate your agent. This license ends when you delete your account.

7.3 Generated data

Responses generated by the agent's AI are automatically generated content. We do not guarantee the accuracy, completeness, or suitability of AI-generated responses. The Owner is responsible for monitoring agent responses and adjusting the knowledge base as needed.

8. Liability Limitation

8.1 Service "as is"

The Service is provided "as is" and "as available." We do not guarantee uninterrupted service availability, AI accuracy, constant availability of the WhatsApp Business API, or compatibility with all WhatsApp versions.

8.2 Disclaimer

Yudex Labs is not responsible for damages arising from use of the Service, data loss, inappropriate AI responses, Meta blocks, or lost revenue.

8.3 Liability cap

In all cases, our maximum liability is limited to the amount paid by the Owner during the last 3 months of subscription.

9. Availability and Maintenance

• Target SLA: 99% monthly availability (excluding scheduled maintenance and outages from Meta, PayPal, or voice providers).
• Scheduled maintenance: Notice will be provided through WhatsApp at least 24 hours in advance.
• Incidents: Affected Owners will be notified through WhatsApp as soon as possible. For critical incidents, Enterprise plans receive priority support with a target first response of 4 business hours; Pro and Starter plans are handled through email or community support channels without a guaranteed response time.

9.1 Information backups

We maintain automatic backups of platform information daily, with a minimum retention of seven (7) days, through our cloud infrastructure provider's backup mechanisms. If information is lost, we will use commercially reasonable efforts to restore it from the most recent available backup, without guaranteeing a recovery point objective (RPO) or recovery time objective (RTO) different from what that infrastructure provider offers.

10. Service Modifications

We reserve the right to modify or discontinue Service features, update prices with 30 days' notice, or modify these Terms with 15 days' notice.

11. Termination

11.1 By the Owner

You can cancel your account at any time by canceling the subscription in PayPal, writing to Yudex Labs support, or emailing soporte@yudexlabs.com.

11.2 By us

We may suspend or terminate your account if you violate these Terms or WhatsApp policies, fail to pay your subscription for more than 15 days, your account is reported by Meta, or we receive repeated complaints from end users.

12. Dispute Resolution

Disputes will be resolved amicably. If that is not possible, they will be subject to Colombian law and the courts of Yudex Labs' domicile. The Owner waives the right to bring class actions against Yudex Labs.

13. Applicable Legislation

These Terms are governed by the laws of the Republic of Colombia, including:

• Law 1480 of 2011 (Consumer Statute).
• Law 1581 of 2012 (Personal Data Protection).
• Law 527 of 1999 (Electronic Commerce).

14. Contact

For questions about these Terms:

• Email: soporte@yudexlabs.com
• WhatsApp: Write to the Yudex Labs number