01 Confidentiality — your secrets are safe 🔒
This is our top priority. Our whole business runs on trust, so:
- The company is committed to never disclosing any client secrets — no names, products, prices, data, or chats.
- Sharing your data with any third party for marketing or commercial purposes is strictly forbidden.
- Every team member signs a strict internal NDA.
- Data access is limited to the smallest possible number of specialists working on your project only.
- When the contract ends — on your request — we delete operational data copies from our systems within 14 days and send you a deletion confirmation.
- We never use your company name or logo in our marketing without your explicit written approval.
02 Data we collect and why 📥
To build an agent that truly understands your business, we need:
- Contact details: name, WhatsApp number, email address.
- Business data: products, prices, offers, FAQs, and your preferred reply style.
- Connection permissions: social pages, WhatsApp Business, email, and Google Sheets files — limited to running the agent only.
- Chat and order logs — to improve the agent and measure results.
⚠️ We never ask for your banking passwords or your customers' payment details. The agent only handles order confirmation.
03 How we use data — and what we never do 🛡️
- Training your agent only on your products and style — never on anyone else's.
- Running replies, confirming orders, and logging to sheets.
- Performance reports and weekly reply tuning.
- We don't sell data. We don't share it. We don't use it to train public models available to any other client.
- Connections are encrypted, and dashboards use separate passwords and per-project permissions.
04 Payments — 50% upfront 💳
Our system is clear from day one so both sides stay comfortable:
50%Upfront — paid before work starts
reserves your slot and kicks off build & training
50%On delivery & pilot run
after you approve the agent and it's linked successfully
- No work starts (agent build / training / connections) before the upfront payment is received.
- Payment via bank transfer / e-wallets / the method agreed in your quote.
- The quote we send is the final setup price — any new additions need a separate written agreement.
- Delaying the second payment pauses final delivery and tuning services until paid.
05 Monthly fees — paid in full at month start 🔁
After delivery, the agent needs monthly running costs to stay at full performance. The rule is simple:
- Monthly fees are paid in full at the start of each month (days 1–5 at most).
- They cover: AI API costs (reply consumption) + maintenance, hosting and monitoring.
- Your plan fee is fixed; if your usage exceeds normal limits we notify you first and suggest an upgrade — no surprise bills.
- Missing the monthly payment may lead to a temporary pause after a 48-hour notice, and service resumes immediately on payment with no restart fee the first time.
- Extra services (new channels / languages / CRM links) are billed separately with your prior approval.
💡 Why upfront? Because we pre-pay API and hosting costs to providers on your behalf — early payment keeps your agent from stopping for a single second.
06 Maintenance — with you all month 🛠️
Clients get maintenance all month long as part of the monthly fee, including:
- Round-the-clock agent monitoring with instant intervention on any failure.
- Weekly reply improvements based on real chats.
- Updating prices, products and offers when you send them (within 48 business hours).
- Free fixes for any connection issues (WhatsApp / social / sheets).
- A short performance report each month-end: chat counts, confirmation rate, key notes.
- Priority WhatsApp support during working hours + emergency line for critical outages.
Maintenance does not include: building a brand-new agent, or radical changes to the business nature — billed as extra development under a separate agreement.
07 Ownership & delivery 📦
- After full setup payment, your agent's setup (replies, knowledge base, connection files) is entirely yours.
- AGENZA's core technical infrastructure (code and platform) remains ours, granted to you as a usage right for the subscription duration.
- Delivery happens through a pilot run you approve yourself before official launch.
- The agreed timeline starts from receiving the upfront payment + all required data from you.
08 Cancellation & refunds ↩️
- The 50% upfront is non-refundable once work has actually started, as it covers build, training and connection hours.
- If you cancel before work starts, the upfront is fully refunded within 7 business days.
- Monthly plans can be cancelled before the new month — amounts paid for an ongoing month are non-refundable while service and maintenance continue.
- In case of a major shortfall on our side not fixed within 14 days of reporting, you're entitled to a fair refund by mutual agreement.
09 Client responsibilities 🤝
- Providing accurate, up-to-date data (prices, products, shipping and return policies).
- Granting the needed connection permissions and cooperating in testing and approval.
- Replying to our team's questions during the build phase so we meet the deadline.
- Not using the agent for anything illegal or against platform policies (spam, fraud, banned content).
10 Service limits — honestly stated ⚖️
- We target 99% monthly stability, but outages beyond our control can happen (WhatsApp / Facebook / API provider outages) — we act immediately and notify you.
- AI can rarely err; that's why we set review rules and human escalation for sensitive cases (large amounts / complaints).
- We're not liable for losses caused by wrong data you provided, or your delay in approving updates.
- This policy may be updated with a 7-day prior notice; the version published here is the reference.
11 Contact us 💬
Any question about the policy or terms — reach us anytime:
- Email: hello@agenza.ai
- WhatsApp: available via the contact button on the homepage
- Working hours: daily except Friday — replies during working hours
✅ By using AGENZA services you confirm you've read this policy and agree to its terms.
