Terms of service

These terms are an agreement between ECHOLABS SOLUTION LIMITED, a company registered in United Kingdom under number 16034579, with its registered office at 124 City Road, London EC1V 2NX, United Kingdom (“Seler”, “we”, “us”), and the business that uses Seler (“you”).

By creating an account, joining a workspace or using Seler, you accept these terms. If you accept them for a business, you confirm that you are allowed to bind that business. Seler is for business use only, and you must be at least 18.

Our Privacy Policy explains how we handle personal data, and forms part of these terms.

• Seler: our website, the dashboard, the iPhone and Android apps, the chat widget, the API and everything we provide through them.
• Workspace: the space for one business in Seler, with its channels, team, customers and settings.
• Owner: the person who created the workspace or to whom ownership was transferred. The owner controls billing and the workspace's data.
• Team members: the people the owner invites into the workspace.
• Channels: the WhatsApp numbers, Facebook pages, Instagram accounts, Telegram bots and website chat you connect to Seler.
• Customer data: the messages, attachments and records about your customers that you or they put into Seler.
• Assistant: Seler's AI feature that writes replies, summaries and suggestions.

Seler brings your customer conversations into one inbox and lets you answer them with your team, the assistant and automations, together with tools for contacts, sheets, orders, bookings, broadcasts and reports.

We improve Seler all the time. We may add, change or remove features; if a change takes away something important that you pay for, we will tell you in advance, and you may stop using Seler and ask for a pro-rata refund of the unused part of your current period.

• Give us accurate details and keep them up to date.
• Keep access to your email, phone, Google or Apple account safe, since that is how you sign in. Tell us straight away if you think someone else has accessed your account.
• You are responsible for everything done in your workspace by you and your team members, and for choosing what each team member can see and do.
• One person may belong to several workspaces. Each workspace is a separate business and has its own plan.
• The owner may transfer the workspace to another team member. Ownership decides who controls billing and data.

When you connect a channel, you also use the services of the company that runs it, and you must follow its terms and policies — including the WhatsApp Business Terms and Business Messaging Policy, Meta's Platform Terms and Commerce Policies, and Telegram's terms. In particular:

• Message people on WhatsApp only when they have agreed to hear from your business, and stop when they ask you to.
• Respect each channel's reply window. Outside it, WhatsApp allows only approved templates, and Messenger and Instagram allow a person from your team to reply for a limited time to support requests only.
• WhatsApp charges for some conversations. Those charges are set and billed by Meta to your business, and are not part of your Seler plan.
• Meta or Telegram may limit, suspend or disconnect your number, page or account under their own rules. We are not responsible for their decisions, but we will help you where we can.

The assistant answers from your instructions, your knowledge base and the conversation. Like every AI system, it can be wrong, incomplete or misunderstand a question. You decide whether to turn it on, what it may do, and when it hands a conversation to a person.

• Review what the assistant tells customers, especially prices, availability, delivery, health, legal or financial matters.
• Do not use it for decisions with legal or similarly significant effects on people, such as credit, employment or medical decisions.
• Where the law requires it, tell your customers that they may be talking to an automated assistant.
• We do not use your data or your customers' conversations to train AI models.

You are the sender of every message your workspace sends — by your team, the assistant, automations or broadcasts. You are responsible for having a lawful basis and any consent required to contact each person, for honouring opt-outs, and for following the marketing, consumer and privacy laws that apply to you and your customers.

You must not use Seler to:

• break any law, or help anyone else do so
• send spam, unsolicited bulk messages, or messages to people who have opted out
• deceive people, impersonate anyone, or run scams, phishing or fraud
• sell or promote goods and services that the law or the channel's commerce policies forbid
• send content that is hateful, harassing, violent, sexual involving minors, or that infringes someone's rights
• collect sensitive data such as card numbers, passwords or health records through chat, unless the law allows it and you protect it properly
• upload malware, probe or break our security, overload Seler, or access it other than through the means we provide
• copy, resell or build a competing product from Seler, or reverse-engineer it except where the law allows

We may remove content or limit features that break these rules.

You own your customer data and everything you put into Seler. You give us permission to host, process and transmit it only as needed to run Seler for you, to keep it secure and to comply with the law.

For customer data, you are the controller and we are your processor. The Data Processing Addendum in Annex A applies and forms part of these terms. You are responsible for having a lawful basis for the data you put into Seler, and for telling your customers and website visitors how you use it — including about the chat widget on your website.

Our Privacy Policy explains how we handle the personal data of users of Seler, for which we are the controller.

• Free trial: a new workspace gets a 14-day trial with no card required. When it ends, choose a plan to continue.
• Prepaid periods: plans are paid in advance for the period you choose, through our payment provider Wayl. They do not renew automatically; we remind you before your period ends.
• Late payment: if a period ends unpaid, your workspace keeps working for a 3-day grace period, and is then paused. Nothing is deleted when it is paused, and paying resumes it.
• Plan limits: each plan has the limits shown on our pricing page, such as team members, channels and AI replies. Extra AI credits can be bought as packs; they are used after your plan's allowance.
• Prices: prices are shown before you pay, including any taxes that apply. We may change prices for future periods, never for one you have already paid for.
• Refunds: payments are non-refundable, except where these terms or the law say otherwise. If you think you were charged by mistake, write to us and we will look into it.

We provide support by email and in the dashboard. Our team can enter your workspace only when the owner approves a request, only for the time approved, and every visit is recorded.

We work hard to keep Seler running and show its live status at status.seler.app. Seler depends on the internet and on services we do not control — including Meta, Telegram and our hosting and AI providers — so we cannot promise it will always be available or free of errors. We will try to give notice of planned maintenance.

Seler, its software, design and brand belong to us and our licensors. We give you a limited, non-exclusive, non-transferable right to use Seler during your subscription under these terms. Your content and brand remain yours.

If you send us ideas or feedback, we may use them freely without any obligation to you.

Each of us will keep the other's non-public information confidential, use it only for this agreement, and share it only with people who need it and are bound to keep it confidential — unless the law requires disclosure.

You can stop using Seler at any time. The owner can erase the workspace's data from Settings, and anyone can delete their own account from Settings → Security.

We may suspend or close a workspace if it seriously or repeatedly breaks these terms, if it puts Seler, other users or anyone else at risk, if the law or a channel provider requires it, or if a period stays unpaid after the grace period. Where we reasonably can, we will warn you first and give you time to fix the problem.

When a workspace is closed, you can ask us for your data within 30 days, after which we delete it, except where the law requires us to keep it. Sections 9, 13, 14, 17, 18, 19 and 22 survive the end of this agreement.

Except as these terms expressly say, Seler is provided “as is” and “as available”. To the extent the law allows, we make no other promises — for example, that Seler will meet every need of your business, or that the assistant's answers will always be correct.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited.

Subject to that, neither of us is liable for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss. Our total liability arising out of these terms in any 12 months is limited to the amount you paid us in those 12 months.

You will cover our reasonable losses and costs from claims by others that arise from your content, your messages to customers, or your breach of these terms or of the law.

We may update these terms. For important changes, we will tell the owner by email or in the dashboard at least 30 days before they take effect, unless a change is needed sooner for legal or security reasons. If you do not accept a change, you may stop using Seler before it takes effect and ask for a pro-rata refund of the unused part of your period.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Before going to court, please write to us so we can try to resolve the matter together.

• These terms, the Privacy Policy and the Data Processing Addendum are the whole agreement between us about Seler.
• If any part of these terms is found invalid, the rest stays in force.
• If we do not enforce a right straight away, we do not give it up.
• You may not transfer this agreement without our consent. We may transfer it as part of a merger or sale of our business, and will tell you if we do.
• Neither of us is responsible for delays caused by events beyond reasonable control.
• These terms are available in English, Arabic and Kurdish. If the versions differ, the English version prevails.

ECHOLABS SOLUTION LIMITED, 124 City Road, London EC1V 2NX, United Kingdom. Company number 16034579.

Email: info@seler.app

This addendum applies when we process personal data on your behalf as your processor, under the UK GDPR, the EU GDPR and other data protection laws that apply (“data protection law”).

Processing details

• Roles: you are the controller of customer data and we are your processor.
• Subject matter and duration: providing Seler to you, for as long as your workspace uses Seler and until the data is deleted under this addendum.
• Nature and purpose: receiving, storing, organising, displaying, sending and analysing messages and records so that you can talk to your customers, including through the assistant and automations when you turn them on.
• Personal data: names, phone numbers, usernames, profile pictures, messages and attachments, notes, tags, custom fields, orders and bookings, and website chat data.
• Data subjects: your customers and prospects, your website visitors, and your team members.

Our commitments

• Instructions: we process customer data only on your documented instructions — these terms and how you set up and use Seler — unless the law requires otherwise, in which case we will tell you first if the law allows. We will tell you if we believe an instruction breaks data protection law.
• Confidentiality: everyone at Seler who can access customer data is bound to keep it confidential.
• Security: we keep appropriate technical and organisational measures in place, including encryption in transit and at rest, access control, approved and recorded support access, and monitoring.
• Sub-processors: you authorise the sub-processors listed on our Data Protection page. Each is bound by written terms that protect the data at least as well as this addendum. We will give you at least 30 days' notice of a new sub-processor; if you object on reasonable data protection grounds, we will try to find a solution, and otherwise you may end the affected service and receive a pro-rata refund. We remain responsible for our sub-processors.
• Assistance: taking into account the nature of the processing, we will help you answer requests from people exercising their rights, and with security, breach notifications, data protection impact assessments and consultations with regulators.
• Personal data breaches: we will tell you without undue delay after becoming aware of a breach affecting customer data, with the information you reasonably need to meet your own obligations.
• Deletion and return: when your workspace is closed, you can download or ask for your data within 30 days, after which we delete it, unless the law requires us to keep it. Data in backups is overwritten on our normal cycle.
• Audits: we will make available the information reasonably needed to show that we meet this addendum, and allow and contribute to reasonable audits by you or an auditor you appoint, with reasonable notice, at most once a year unless a regulator requires it or a breach has occurred.
• International transfers: customer data is stored in the European Union. Where it is transferred outside the UK or the EU, we ensure an adequacy decision, the UK–US Data Bridge, or the EU Standard Contractual Clauses with the UK International Data Transfer Addendum applies.

If this addendum conflicts with the rest of these terms, this addendum prevails for the processing of personal data.