Terms of Service

These Terms of Service (“Terms”) are a binding agreement between you (“you”) and Meerlume LLC, a limited liability company registered in the Republic of Armenia (the operator of the Meerlume service, “Meerlume,” “we,” or “us”). By creating an account or using the Service, you agree to these Terms and our Privacy Policy. If you do not agree, do not use the Service.

Meerlume is a software-as-a-service platform that lets you build, configure, and operate conversational bots on WhatsApp, Telegram, and similar messaging channels, including features for AI-assisted bot building, calendar and booking management, submissions inbox, human takeover of live conversations, owner notifications, and integration with third-party messaging providers (collectively, the “Service”).

We may add, modify, or remove features at any time. We are not obligated to provide any specific feature or any minimum level of availability.

You must be at least 16 years old (or the age of digital consent in your jurisdiction, whichever is higher) to use the Service. If you use the Service on behalf of a business or other organization, you represent that you have authority to bind that entity to these Terms.

You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us promptly at security@meerlume.com if you suspect unauthorized access. You must provide accurate information and keep it up to date.

Paid plans are sold and processed by Paddle, which acts as our Merchant of Record. Paddle is responsible for payment processing, billing, invoicing, and calculating and collecting applicable taxes. All prices displayed on the Service are exclusive of taxes; any applicable local taxes, including VAT, GST, or sales tax, are calculated and added at checkout based on your location. Your payment relationship is governed by Paddle’s buyer terms in addition to these Terms.

Subscriptions renew automatically until cancelled. You may cancel at any time from your account settings or by contacting us; the cancellation takes effect at the end of the current billing period. You may request a full refund of any payment, for any reason, within the window that applies to your billing period — see our Refund Policy for the windows and how to request one. Nothing in these Terms limits statutory refund or withdrawal rights under consumer-protection law in your jurisdiction.

You agree not to use the Service to:

• send unsolicited messages, spam, or any content that violates the WhatsApp Business Messaging Policy, the Meta Commerce Policies, or the Telegram Terms of Service;
• send content that is illegal, fraudulent, defamatory, hateful, violent, sexually explicit, or that infringes third-party rights;
• impersonate any person or entity or misrepresent your affiliation;
• attempt to reverse-engineer, scrape, overload, or interfere with the Service or its underlying infrastructure;
• use the AI features to generate content that violates the policies of our AI sub-processors (including Google’s Generative AI Prohibited Use Policy);
• resell, sublicense, or white-label the Service without our prior written consent.

We may suspend or terminate accounts that violate this section without prior notice.

Abuse reports — from end users, third-party platforms (such as Meta, Telegram, or Viber), infrastructure providers, or anyone else — can be sent to abuse@meerlume.com. We may suspend or terminate any bot, message, or account that we believe in good faith violates this Acceptable Use section, the policies of an upstream messaging platform, or applicable law. We are under no obligation to notify the operator of the bot before acting, to disclose the identity of the reporter, or to enter into a dispute about the report before taking action.

Meerlume helps you operate bots on platforms we do not control (including WhatsApp, owned by Meta Platforms, Inc., and Telegram). You are independently responsible for complying with the terms, business policies, and rate limits of those platforms, and for keeping any required business verifications, templates, or approvals current.

“Your Content” means the bot configurations, prompts, templates, and any data your bots collect from your end customers (such as messages, names, phone numbers, and booking details). As between you and us, you retain all rights in Your Content.

You grant us a worldwide, non-exclusive, royalty-free license to host, store, transmit, display, and process Your Content solely as necessary to provide and improve the Service. You represent that you have all rights and consents necessary to provide Your Content to us, including any consents required from your end customers under applicable privacy law.

The Service, including all software, designs, text, graphics, and the Meerlume name and logo, is owned by Meerlume LLC, a limited liability company registered in the Republic of Armenia and its licensors and is protected by intellectual-property law. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms.

The Service uses third-party large-language-model providers (currently including Google’s Gemini API) to assist with bot building and message generation. AI-generated output may be inaccurate, incomplete, or unsuitable for your purpose. You are responsible for reviewing bot behaviour before deploying it to your customers and for the consequences of any messages your bots send.

We provide the Service on an “as available” basis. We do not commit to any specific uptime or availability target. We may modify, suspend, or discontinue any part of the Service at any time, with or without notice.

Each plan includes a number of conversations per month. A “conversation” is one customer session with one of your bots within a 24-hour window; replies and approvals you send as the bot owner never count. Conversations are counted across all of your bots together, and the monthly window runs from your billing day rather than the calendar month. If the same customer returns after their 24-hour window closes, that starts a new conversation.

If you pass your plan’s conversation limit, your bots keep running and keep answering your customers. What changes is on your side: publishing new bots is blocked and some plan features are paused until you upgrade or the window resets. If usage reaches twice your plan’s limit, we may stop accepting further incoming customer messages for the remainder of the window to protect the Service.

To keep the Service reliable and affordable for everyone, we may also apply technical limits — including rate limits and throttling on AI-assisted generation, messaging, and other resource-intensive operations. We may adjust these limits, including the features and limits of any free plan, from time to time. Automated, scripted, or otherwise abnormal usage that circumvents these limits may be suspended without notice.

Notifications (for example, by Telegram or email) are delivered on a best-effort basis through third-party services we do not control. Do not rely on them as your only mechanism for time-critical obligations to your customers.

You may stop using the Service and delete your account at any time from account settings. We may suspend or terminate your access if you breach these Terms, if you fail to pay amounts due for a paid plan, if required by law, or if your account poses a risk to the Service or to other users. On termination, your right to use the Service ends and we may delete Your Content in accordance with our Privacy Policy.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT AI-GENERATED OUTPUT WILL BE ACCURATE.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL MEERLUME, ITS AFFILIATES, OR ITS PERSONNEL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICE. OUR TOTAL AGGREGATE LIABILITY UNDER THESE TERMS WILL NOT EXCEED THE GREATER OF (A) THE AMOUNTS YOU PAID US FOR THE SERVICE IN THE TWELVE MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM AND (B) USD 100.

You agree to indemnify and hold Meerlume LLC, a limited liability company registered in the Republic of Armenia and its affiliates harmless from any claim, demand, loss, or expense (including reasonable legal fees) arising out of: (a) your use of the Service in breach of these Terms; (b) Your Content or messages sent by your bots; (c) disputes with your end customers; or (d) your violation of any third-party platform policy or applicable law.

These Terms are governed by the laws of the Republic of Armenia, without regard to its conflict-of-laws rules. The courts located in the Republic of Armenia have exclusive jurisdiction over any dispute arising from these Terms or your use of the Service, except that we may seek injunctive relief in any court of competent jurisdiction. Nothing in this section limits any mandatory consumer-protection rights you may have under the law of your country of residence.

Disputes that concern the payment transaction itself — billing, invoicing, refunds, chargebacks, or taxes — are handled by Paddle as Merchant of Record under its own terms (see section 5). This section governs disputes about the Service itself.

We may update these Terms from time to time. If a change is material, we will provide reasonable notice (for example, by email or through the Service) before it takes effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

Questions about these Terms? Contact us at support@meerlume.com.