Terms of Service

Last updated 22 October 2026

1. Who we are and what these terms cover

oneCommerce is run by Pratik Niranjan Pai, an individual based in Mumbai, Maharashtra, India, who runs it as a sole proprietor ("oneCommerce", "we", "us"). It is not yet a registered company. You can reach us at support@onecommerce.tech or on WhatsApp at +91 98203 69727.

These terms apply when your business signs up for, pays for or uses oneCommerce (the "service"). The person who accepts them confirms they may do so for the business. Our Privacy Policy, Acceptable Use Policy, Cancellation and Refund Policy and Data Processing Agreement are part of these terms.

2. The service

oneCommerce is a shared inbox for WhatsApp Business. It links your existing WhatsApp Business number as a linked device (by scanning a QR code, the same way WhatsApp Web works), and lets your team reply, hand over chats, leave internal notes and follow reports from one screen. Depending on your plan and add-ons, it can also show your Shopify orders, book courier returns and use AI help.

Each business gets its own separate copy of the inbox. Your chats are never mixed with another business's.

3. Linking WhatsApp by QR code

Linking by QR code is not an official WhatsApp Business API from Meta. WhatsApp sets its own rules and may restrict or ban a number, especially if it is used for bulk or unwanted messages. We built the service to stay within normal use (it only replies to people who wrote first, keeps a gap between messages, and has no bulk-send feature), but we cannot promise WhatsApp will never restrict your number. You accept this note when you set up the inbox and when you link a number.

You must keep following WhatsApp's own Business and Commerce terms. Open the WhatsApp Business app on the phone at least once every 14 days so the link stays active.

4. Your account and your team

• You choose your admins and team members and are responsible for what they do in the inbox.
• Keep logins private. Each person should have their own login. We recommend two-step login for every admin.
• Tell us straight away if you think someone has got into your account.

5. Plans, prices and payment

• Plans, what each includes (WhatsApp numbers, team members, AI credits) and the price of extras and add-ons are shown on our pricing page. Prices are in Indian rupees. oneCommerce is not yet registered for GST, so no GST is charged; if that changes, we will tell you at least 30 days before GST is added.
• Plans are paid in advance, monthly or yearly, by Razorpay auto-pay (UPI or card). Each payment renews the plan for the next period until you cancel. We send an invoice for each payment.
• A founder price is kept for the period stated when you joined (24 months for the founder offer from 22 October 2026) as long as you stay subscribed without a break.
• If a payment fails, we remind you. If it is still unpaid 7 days later, we may pause the inbox until it is paid. Your data is kept safe for 30 days while paused.
• We may change prices with at least 30 days' notice. The new price applies from your next renewal after that notice.

6. Fair use

AI credits are counted per month and do not carry over. Automatic AI checks for complaints and urgent chats on Growth and Pro are included for normal use; if a business's use is far above normal, we will talk to you about a suitable plan before changing anything. Extra numbers, team members and credits can be added at the listed prices.

7. Using the service properly

You agree to follow our Acceptable Use Policy. In particular: no bulk or broadcast messaging, no spam, nothing illegal, and no attempts to break into or overload the service.

8. Your data

• Your chats, customer details, notes and settings belong to your business. We use them only to run the service for you, as set out in our Data Processing Agreement and Privacy Policy.
• For your customers' personal data, your business is the Data Fiduciary under India's Digital Personal Data Protection Act, 2023, and we process it on your behalf.
• You can ask for an export of your data at any time. After you leave, we delete it as described in the Privacy Policy.

9. Other services you connect

Shopify, courier companies (such as ShipPrime) and AI help use your own accounts and keys and are governed by those companies' terms. Actions you take from the inbox are real: a cancel or refund changes the order in Shopify and can return money to the customer, and a courier booking creates a real pickup or shipment. You are responsible for checking before you confirm.

10. Availability and support

We work to keep the inbox running all day, every day, check every inbox every 5 minutes and back it up every night, with a locked copy kept off the server. Updates usually take the inbox offline for about 10 seconds. We do not promise uninterrupted service unless agreed in writing. Support is by WhatsApp and email on working days; Pro plans get priority.

11. Changes to the service

We improve the service often. If we remove a feature your plan clearly depends on, we will tell you first and you may cancel with a refund of any unused prepaid time.

12. Cancelling and ending

• You may cancel any time, as set out in our Cancellation and Refund Policy.
• We may suspend or end the service if you seriously break these terms (for example bulk messaging or illegal use), or if payment stays overdue. Where we can, we warn you first and give you time to fix it.

13. Limits of our responsibility

The service is provided as it is. We are not responsible for losses we could not reasonably foresee, lost sales or profits, or WhatsApp restricting or banning a number. Our total responsibility for any claim is limited to the fees you paid us in the 3 months before the claim. Nothing in these terms limits responsibility that cannot be limited by Indian law.

14. Your responsibility

If someone makes a claim against us because of how your business used the service (for example messages your team sent or a breach of WhatsApp's terms), you agree to cover our reasonable costs of that claim.

15. Law and disputes

These terms are governed by the laws of India. We will first try to settle any disagreement by talking. If that fails, the courts at Mumbai have jurisdiction.

16. Changes to these terms

We may update these terms. For important changes we give at least 15 days' notice by email or WhatsApp. Continuing to use the service after that means you accept the new terms.

17. Contact

Questions about these terms: support@onecommerce.tech, or see our contact page.