Terms of Service

1. Introduction

Welcome to MtejaFlow™.

These Terms of Service govern your access to and use of MtejaFlow™, including our website, WhatsApp automation services, AI workflows, customer communication tools, dashboards, integrations, support services and related features.

MtejaFlow™ is a WhatsApp business automation and customer workflow platform operated by Lolla Technologies Ltd and powered by Mteja360. It helps businesses automate WhatsApp conversations, bookings, orders, payments, support requests, tickets, reminders, customer feedback and related workflows.

By accessing our website, requesting a demo, creating an account, using our services, or allowing your staff or customers to interact with MtejaFlow™, you agree to these Terms.

If you do not agree with these Terms, you should not use MtejaFlow™.

2. Definitions

In these Terms:

"MtejaFlow™", "we", "us" or "our" means the MtejaFlow service operated by Lolla Technologies Ltd.

"Client", "you" or "your" means the business, organization, institution or individual using or subscribing to MtejaFlow™.

"Customer" means a person who communicates with a Client through WhatsApp or another channel powered by MtejaFlow™.

"Platform" means MtejaFlow™, Mteja360 and related dashboards, workflows, APIs, integrations and support tools.

"Services" means all services provided through MtejaFlow™, including WhatsApp automation, AI responses, workflows, payments, ticketing, analytics, integrations and support.

"WhatsApp Business Platform" means the WhatsApp business messaging infrastructure provided by Meta / WhatsApp.

"Content" means messages, templates, files, images, menus, product lists, service details, FAQs, customer data, business information and any material uploaded, submitted or processed through MtejaFlow™.

"AI Features" means automated or AI-assisted functionality used to classify messages, generate responses, route requests, trigger workflows or assist staff.

3. About MtejaFlow™

MtejaFlow™ helps businesses turn WhatsApp conversations into structured business workflows.

Depending on the selected plan and configuration, MtejaFlow™ may support:

• • Automated WhatsApp replies
• • AI-assisted customer conversations
• • Booking workflows
• • Order workflows
• • Payment link generation
• • Customer support ticketing
• • SLA tracking and escalation
• • Message templates
• • Broadcast campaigns
• • Customer records
• • Feedback collection
• • Analytics dashboards
• • Integration with business systems such as POS, CRM, ERP or payment platforms

MtejaFlow™ is designed to support business communication and operations. It does not replace the Client's responsibility to manage its customers, staff, products, services, legal obligations or business decisions.

4. Eligibility and Authority

By using MtejaFlow™, you confirm that:

• • You have authority to bind the business or organization you represent.
• • The information you provide is accurate and complete.
• • You will use MtejaFlow™ only for lawful business purposes.
• • You will comply with these Terms, applicable laws and third-party platform rules.
• • You will ensure that your staff and authorized users comply with these Terms.

If you are using MtejaFlow™ on behalf of a company, school, clinic, hotel, restaurant, retail business, SACCO, association or other organization, you confirm that you are authorized to do so.

5. Account Registration and Access

To use MtejaFlow™, you may be required to provide business details, contact information, user details, WhatsApp number information, payment details and other setup information.

You are responsible for:

• • Providing accurate registration information
• • Keeping your account credentials secure
• • Managing staff access and user permissions
• • Immediately notifying us of unauthorized access
• • Ensuring only authorized staff use your account
• • Ensuring account users comply with these Terms

We may suspend or restrict access if we suspect unauthorized access, misuse, fraud, security risk, non-payment or breach of these Terms.

6. Client Responsibilities

As a Client, you are responsible for:

• • The accuracy of your business information
• • The products, services, prices, menus, offers and content you provide
• • The WhatsApp number used for your business
• • Customer consent and opt-in collection
• • Compliance with WhatsApp and Meta policies
• • Compliance with data protection laws
• • Reviewing and approving message templates
• • Managing staff who respond to customers
• • Handling customer complaints and disputes
• • Ensuring payment links, orders and bookings are valid
• • Ensuring your AI knowledge base is accurate
• • Monitoring automated responses and escalations
• • Paying applicable fees on time

MtejaFlow™ provides the technology. You remain responsible for your customer relationships, business operations and legal obligations.

7. WhatsApp and Meta Compliance

MtejaFlow™ uses or integrates with the WhatsApp Business Platform.

By using MtejaFlow™ for WhatsApp messaging, you agree to comply with all applicable WhatsApp, Meta and business messaging requirements, including:

• • WhatsApp Business Terms
• • WhatsApp Business Messaging Policy
• • Message template rules
• • Opt-in requirements
• • Opt-out requirements
• • Messaging quality rules
• • Prohibited content rules
• • Platform usage limits
• • Applicable pricing and billing rules

You are responsible for ensuring that customers have provided appropriate consent where required before receiving WhatsApp messages from your business.

You must not use MtejaFlow™ to send spam, misleading content, abusive content, prohibited content, unauthorized marketing, fraudulent messages or messages that violate WhatsApp/Meta rules.

If Meta or WhatsApp restricts, suspends, rejects, bans or limits a number, template, business account or message type due to your content, conduct or non-compliance, we are not responsible for resulting losses, delays or business interruption.

8. Message Templates

Certain WhatsApp messages require approved templates before they can be sent.

You agree that:

• • Templates must be accurate and lawful.
• • Templates must match the correct category, such as utility, marketing or authentication.
• • Templates must not mislead customers.
• • Marketing templates must only be used where appropriate consent exists.
• • Template approval is controlled by WhatsApp/Meta and is not guaranteed.
• • Rejected templates may need to be revised and resubmitted.
• • Template approval timelines may vary.
• • Additional template configuration or revision may attract charges where applicable.

MtejaFlow™ may assist with template drafting and submission, but final approval is controlled by WhatsApp/Meta.

9. Customer Consent and Opt-Out

You are responsible for obtaining and maintaining appropriate customer consent for WhatsApp communication where required.

Consent may be collected through:

• • Website forms
• • Booking forms
• • Order forms
• • Customer registration forms
• • WhatsApp conversation initiation
• • QR codes
• • Digital consent checkboxes
• • Signed forms
• • Existing customer relationships where legally permitted

You must provide customers with a clear way to opt out of non-essential messages.

MtejaFlow™ may support opt-out keywords such as "STOP", unsubscribe tracking and consent logs. However, you remain responsible for ensuring your customer communication practices are lawful and respectful.

10. AI Features and Automated Responses

MtejaFlow™ may include AI-assisted features that help classify customer messages, generate replies, guide workflows, suggest responses, route requests or escalate issues.

You understand and agree that:

• • AI responses may not always be accurate, complete or appropriate.
• • AI output should be reviewed and configured based on your business needs.
• • You are responsible for the knowledge base, FAQs, policies, prices and information used by the AI.
• • Sensitive or complex issues should be escalated to human staff.
• • You should monitor automated conversations and correct errors where necessary.
• • AI should not be relied upon as professional legal, medical, financial or emergency advice.

MtejaFlow™ provides AI workflow assistance, but your business remains responsible for customer communication and decisions made from AI-assisted outputs.

11. Payments and Transactions

MtejaFlow™ may support payment workflows through Lollapay or other connected payment providers.

You acknowledge that:

• • Payment processing may be handled by third-party payment providers.
• • We do not store full card details, mobile money PINs or sensitive payment credentials.
• • Payment availability may depend on the payment provider, network, bank, mobile money provider or integration.
• • Payment confirmations depend on successful callback or webhook communication.
• • You are responsible for fulfilling orders or services after payment.
• • You are responsible for refunds, cancellations, delivery issues, pricing disputes and customer transaction disputes unless otherwise agreed in writing.

MtejaFlow™ is not a bank, lender, mobile money provider or regulated financial institution unless expressly stated.

12. Integrations

MtejaFlow™ may integrate with third-party systems, including:

• • POS systems
• • CRM systems
• • ERP systems
• • Payment systems
• • Booking systems
• • E-commerce platforms
• • School systems
• • Helpdesk tools
• • Analytics services

Integrations may depend on API access, third-party availability, authentication credentials, client permissions and technical compatibility.

We are not responsible for failures caused by third-party systems, unavailable APIs, expired credentials, changed endpoints, client-side configuration, third-party downtime or external platform changes.

Custom integrations may require separate pricing, scope, timelines and agreements.

13. Fees, Billing and Payment

You agree to pay all applicable fees for your selected plan, setup, usage, add-ons, integrations and support services.

Fees may include:

• • Setup fees
• • Monthly subscription fees
• • WhatsApp enablement fees
• • Conversation usage charges
• • Broadcast campaign charges
• • Additional WhatsApp number charges
• • Custom AI training fees
• • Integration fees
• • Support fees
• • Payment-related charges
• • Taxes and statutory charges where applicable

Unless otherwise agreed in writing:

• • Setup fees are payable before activation.
• • Monthly fees are payable in advance.
• • Usage charges may be billed monthly.
• • Broadcast packs may be prepaid.
• • Custom work may require advance payment.

Fees are non-refundable once services have been activated or work has begun, except where required by law or agreed in writing.

We may suspend services for overdue payments.

14. Taxes

Fees are exclusive of applicable taxes unless expressly stated.

You are responsible for paying all applicable taxes, levies, duties or statutory charges arising from your use of MtejaFlow™, unless we are legally required to collect and remit them directly.

15. Service Availability

We aim to provide a reliable service, but we do not guarantee uninterrupted or error-free operation.

Service availability may be affected by:

• • WhatsApp/Meta downtime
• • Internet connectivity issues
• • Hosting provider issues
• • Payment provider issues
• • Third-party API failures
• • Scheduled maintenance
• • Emergency maintenance
• • Security incidents
• • Client-side configuration errors
• • Force majeure events

We may perform maintenance, updates or improvements from time to time. Where practical, we will provide reasonable notice of planned downtime.

16. Support

Support is provided according to your plan or separate agreement.

Support may include:

• • WhatsApp number setup assistance
• • Template guidance
• • AI configuration support
• • Workflow setup support
• • User access support
• • Troubleshooting
• • Message delivery checks
• • Payment workflow checks
• • Ticketing and escalation assistance

Support does not include unlimited custom development, business process consulting, legal compliance review, content writing, marketing campaign management or third-party system repair unless expressly agreed.

17. Acceptable Use

You must not use MtejaFlow™ to:

• • Violate any law or regulation
• • Send spam or unauthorized marketing
• • Mislead, defraud or impersonate others
• • Harass, abuse or threaten any person
• • Send prohibited or restricted content
• • Infringe intellectual property rights
• • Upload malware or harmful code
• • Attempt unauthorized access to systems
• • Interfere with platform security
• • Resell access without permission
• • Circumvent usage limits or billing
• • Scrape, copy or reverse engineer the platform
• • Use the platform in a way that may cause WhatsApp/Meta restrictions or account penalties

We may suspend or terminate access where we reasonably believe there is misuse or risk.

18. Prohibited and Restricted Content

You must not use MtejaFlow™ to promote, sell, facilitate or distribute content, products or services that are unlawful, unsafe, deceptive, exploitative or prohibited by applicable law or WhatsApp/Meta policies.

This may include, without limitation:

• • Fraudulent schemes
• • Illegal products or services
• • Hate, harassment or abusive content
• • Unauthorized financial products
• • Misleading medical claims
• • Counterfeit goods
• • Unauthorized personal data trading
• • Content that violates WhatsApp/Meta commerce or messaging policies

We may reject, remove, suspend or report prohibited content where required.

19. Client Content

You retain ownership of your business content, including menus, product lists, FAQs, service descriptions, templates, customer communication and uploaded materials.

By submitting content to MtejaFlow™, you grant us a limited right to host, process, transmit, display and use that content only as necessary to provide, support, secure and improve the Services.

You confirm that you have the necessary rights and permissions to use all content submitted to MtejaFlow™.

20. Platform Ownership and Intellectual Property

MtejaFlow™, Mteja360, software, workflows, designs, dashboards, code, documentation, brand assets, platform architecture, analytics models and related technology are owned by Lolla Technologies Ltd or its licensors.

These Terms do not transfer ownership of MtejaFlow™ or any platform intellectual property to you.

You may not copy, reproduce, modify, distribute, reverse engineer, resell or create derivative works from MtejaFlow™ without written permission.

21. Data Protection and Privacy

Our handling of personal data is described in our Privacy Policy.

By using MtejaFlow™, you agree to comply with applicable data protection laws and customer privacy obligations.

Depending on the context:

• • You may act as the data controller for your customer data.
• • MtejaFlow™ / Lolla Technologies Ltd may act as a data processor or technology service provider.
• • Both parties may have separate legal obligations regarding personal data.

You are responsible for ensuring that customer data is collected, used and messaged lawfully.

22. Confidentiality

Each party may receive confidential information from the other.

Confidential information may include business processes, pricing, customer lists, technical information, system credentials, integration details, commercial terms, product plans and non-public documentation.

Each party agrees to protect confidential information and not disclose it except where required to provide the Services, comply with law or obtain professional advice.

23. Security

We take reasonable steps to secure the platform, but you are responsible for:

• • Keeping login credentials secure
• • Managing staff access
• • Removing access for former employees
• • Using strong passwords
• • Reporting suspected unauthorized access
• • Protecting API keys and integration credentials
• • Ensuring devices used by staff are reasonably secure

We are not responsible for losses caused by your failure to secure your accounts, devices, staff access or credentials.

24. Suspension

We may suspend access to MtejaFlow™ if:

• • Fees are overdue
• • There is suspected misuse
• • There is a security risk
• • You breach these Terms
• • Your content violates applicable rules
• • WhatsApp/Meta restricts your account or number
• • A third-party provider requires suspension
• • Continued access may expose us, users or third parties to risk

Where reasonable, we will notify you and allow you to resolve the issue.

25. Termination

Either party may terminate the service according to the applicable subscription agreement, invoice, order form or written agreement.

We may terminate immediately if:

• • You materially breach these Terms
• • You misuse the platform
• • You fail to pay overdue fees
• • You violate WhatsApp/Meta policies
• • You engage in unlawful activity
• • Providing the service becomes legally or technically impossible

Upon termination:

• • Access may be disabled.
• • Outstanding fees remain payable.
• • We may retain data as required by law, contract, audit, security or legitimate business purposes.
• • Data export may be provided where technically feasible and subject to payment of outstanding fees.

26. Refunds

Unless otherwise stated in writing:

• • Setup fees are non-refundable once onboarding work begins.
• • Subscription fees are non-refundable once the billing period begins.
• • Usage fees are non-refundable once messages or services are consumed.
• • Custom development, integration and AI training fees are non-refundable once work begins.

Refunds may be considered only where required by law or expressly approved in writing.

27. Disclaimers

MtejaFlow™ is provided on an "as is" and "as available" basis.

We do not guarantee that:

• • The service will always be uninterrupted.
• • All messages will always be delivered.
• • WhatsApp/Meta will approve all templates.
• • WhatsApp/Meta will not change policies or pricing.
• • AI responses will always be accurate.
• • Third-party integrations will always remain available.
• • Customers will make bookings, orders or payments.
• • Use of the service will produce specific revenue or business results.

You are responsible for how you use the platform and for decisions made based on platform outputs.

28. Limitation of Liability

To the maximum extent permitted by law, Lolla Technologies Ltd, MtejaFlow™ and related parties shall not be liable for indirect, incidental, special, consequential or punitive damages, including loss of profits, loss of revenue, loss of customers, loss of goodwill, loss of data, business interruption or third-party platform restrictions.

Where liability cannot be excluded, our total liability shall be limited to the fees paid by you for the affected service during the three months immediately preceding the event giving rise to the claim, unless applicable law requires otherwise.

29. Indemnity

You agree to indemnify and hold harmless Lolla Technologies Ltd, MtejaFlow™, Mteja360, officers, employees, contractors and partners from claims, losses, damages, penalties, costs or expenses arising from:

• • Your use of the Services
• • Your customer communications
• • Your content
• • Your breach of these Terms
• • Your violation of law
• • Your violation of WhatsApp/Meta rules
• • Your failure to obtain customer consent
• • Your products, services, payments, refunds, bookings or orders
• • Disputes between you and your customers

30. Changes to Services

We may update, improve, modify, suspend or discontinue features from time to time.

We may also change pricing, plans, usage limits or technical requirements. Where changes materially affect active subscriptions, we will provide reasonable notice where practical.

Continued use of MtejaFlow™ after changes take effect means you accept the updated service conditions.

31. Changes to These Terms

We may update these Terms from time to time.

Updated Terms will be posted on https://mtejaflow.com with a revised effective date.

Continued use of MtejaFlow™ after updated Terms are published means you accept the revised Terms.

32. Force Majeure

We are not responsible for failure or delay caused by events beyond our reasonable control, including:

• • Internet or telecom failures
• • Power outages
• • Cloud provider failures
• • WhatsApp/Meta outages
• • Government actions
• • Regulatory changes
• • Cyber incidents beyond reasonable control
• • Natural disasters
• • Strikes or labor disruptions
• • War, unrest or emergencies
• • Payment provider failures

33. Governing Law

These Terms shall be governed by the laws of Kenya, unless otherwise agreed in writing.

34. Dispute Resolution

The parties shall first attempt to resolve disputes through good-faith discussions.

If a dispute cannot be resolved amicably, it may be referred to mediation or other dispute resolution mechanisms agreed by the parties.

Where no resolution is reached, the dispute may be handled by courts or competent authorities in Kenya, unless a separate written agreement states otherwise.

35. Contact Information

For questions about these Terms, contact:

MtejaFlow™ Support
Operated by Lolla Technologies Ltd

Website: https://mtejaflow.com

Support: support@mtejaflow.com

Sales: sales@mtejaflow.com

Phone / WhatsApp: +254 717 042 042

Location: Nairobi, Kenya

36. Closing Statement

MtejaFlow™ is built to help businesses make WhatsApp more structured, professional and measurable.

By using MtejaFlow™, you agree to use the platform responsibly, respect customer consent, comply with applicable laws and follow WhatsApp/Meta requirements.

MtejaFlow™ is powered by Mteja360 and operated by Lolla Technologies Ltd.