Acceptance of Terms
By registering for, accessing, or using Thatmatters ("Platform", "we", "us"), you ("User", "Customer") confirm that you have read, understood, and agree to be bound by these Terms & Conditions and all applicable laws and regulations.
If you are accepting on behalf of a company or legal entity, you represent that you have the authority to bind that entity to these terms.
Description of Services
Thatmatters provides an AI-powered WhatsApp Business automation platform that includes:
- Bulk and targeted WhatsApp marketing message delivery
- Template (Emplet) creation and management
- Automated customer support workflows
- Campaign analytics and delivery tracking
- Multi-agent support inbox
All services are delivered subject to Meta's WhatsApp Business API policies, which supersede these terms where applicable.
Prepaid Credits — No Refund Policy
Once a prepaid amount is added to your Thatmatters wallet, it is non-refundable under any circumstances. Credits do not expire and remain in your account until used.
Prepaid credits are purchased in advance and loaded into your account wallet. The following conditions apply:
- All prepaid transactions are final and non-reversible
- Credits cannot be transferred to another account
- Credits cannot be exchanged for cash or any other form of currency
- Unused credits are forfeited upon account termination due to policy violation
- Credits may be carried forward indefinitely on active accounts
Credit Deduction Policy
Credits are deducted only upon successful delivery milestones as defined below:
| Message Status | Credits Deducted? | Details |
|---|---|---|
| Sent | YES | Message accepted by WhatsApp servers |
| Delivered | YES | Message reached recipient's device |
| Read | YES | Message opened by recipient |
| Failed | NO | Credits are NOT deducted for failed messages |
| Pending / Queued | NO | Credits held, not deducted until status confirmed |
You are never charged for messages that fail to reach their destination. The system automatically reverses any pre-reserved credit for failed messages within 24 hours.
Failed Messages — Credit Protection
A message is classified as "Failed" when it is rejected before delivery. Common reasons include:
- Invalid or unregistered recipient phone number
- Recipient has blocked the WhatsApp Business number
- WhatsApp API rate limiting or gateway errors
- Template not approved or rejected by Meta
- Network or infrastructure failure on Meta's end
In all such cases, no credits will be deducted from your prepaid wallet for that specific message.
Credit Refund via Support Ticket
If credits were incorrectly deducted for a failed message, you may raise a support ticket within 7 days of the incident. Credits may be reversed after investigation and approval.
To raise a ticket for credit recovery, follow these steps:
Thatmatters reserves the right to decline requests filed after 7 days, lacking sufficient evidence, or caused by user error such as uploading invalid numbers.
Postpaid Plan — Terms & Conditions
The Postpaid plan allows eligible businesses to use the platform with billing at the end of each cycle. Postpaid access is subject to approval and mandatory conditions:
Postpaid plans are not available by default. Approval is at Thatmatters's sole discretion based on business profile, usage history, and compliance with all onboarding requirements.
- A security deposit equivalent to one month's projected usage is required before activation
- A formal service contract must be signed between the customer and Thatmatters
- A background and business verification process (see Section 8) must be completed
- Payment is due within 15 days of invoice date; late payments attract a 2% monthly penalty
- Thatmatters may suspend postpaid access immediately upon missed payment
- The security deposit will be forfeited upon account termination due to policy violations
- Deposit refunds (if eligible) are processed within 30 business days of contract termination
Background & Business Verification (BGV)
All postpaid applicants and Enterprise plan customers must complete a mandatory Business Verification process including:
- Valid business registration documents (GST certificate, company incorporation, or equivalent)
- Government-issued identity proof of the primary account holder or authorized signatory
- Proof of address (registered business address)
- Active business website or verifiable digital presence
- Declaration of intended use case for WhatsApp messaging
Thatmatters may engage a third-party verification partner to validate documents. Submission of false or fraudulent documents will result in immediate account termination and may be reported to relevant authorities.
BGV is typically completed within 2 to 5 business days of document submission.
Acceptable Use Policy
You agree not to use Thatmatters to send:
- Spam or unsolicited messages to non-opted-in contacts
- Content that is illegal, defamatory, abusive, or violates any law
- Phishing, scam, or fraudulent messages
- Content that violates Meta's WhatsApp Business Policy
- Political propaganda or misinformation
Violation of this policy will result in immediate account suspension. No refund of prepaid credits will be issued in such cases.
Termination
Thatmatters may suspend or terminate your account without notice if you breach these Terms. You may close your account at any time by contacting support. Upon termination due to violation, remaining prepaid credits are forfeited and non-refundable unless required otherwise by applicable law.
Limitation of Liability
Thatmatters shall not be held liable for message delivery failures attributable to Meta/WhatsApp's infrastructure, network outages, or changes in WhatsApp Business API policies. Our maximum liability shall not exceed the credits remaining in your account at the time of the incident.
Changes to Terms
Thatmatters reserves the right to modify these Terms at any time. Changes will be communicated via email and in-app notifications at least 14 days before taking effect. Continued use of the platform after changes take effect constitutes acceptance of the updated Terms.
Contact Us
For questions about these Terms, please contact:
- Email: support@thatmatters.in
- Support Portal: app.thatmatters.in/support
- Registered Address: 2nd Floor, Devanahalli, Bangalore, Karnataka, India