Terms of service

The service

PlutonAi connects the business's WhatsApp number, Facebook Page (Messenger) and Instagram account to a virtual assistant, which answers customers from the business's catalogue and information, takes orders and hands chats to staff, and to an inbox where staff reply. The plan, price and limits are set in the offer or agreement.

The business's responsibilities

• It connects only Pages, Instagram accounts and WhatsApp numbers it owns or manages, and keeps its own access to Meta and to the panel secure.
• It follows Meta's terms and policies, and the laws on consumers, trade and personal data.
• It keeps the catalogue, prices, stock and information it gives the assistant correct: the assistant answers from them.
• It has its own sales terms and privacy notice for its customers. For its customers' data the business is the controller and Pluton the processor.
• It pays Meta directly for WhatsApp charges, where there are any.
• It sends no spam, unwanted promotional messages or unlawful content.

The assistant and staff

The assistant's replies are written by artificial intelligence and can contain mistakes. The assistant hands the chat to staff when it isn't sure or when the customer asks for a person, and staff can take over at any time. The business remains responsible for what its customers are told and for the orders it accepts: check orders before you ship them.

Meta's rules

• On Facebook (Messenger) and Instagram, replies are allowed within 24 hours of the customer's last message. After that, staff can reply for up to 7 days only once Meta allows the “Human Agent” tag for PlutonAi.
• On WhatsApp, after 24 hours only templates approved by Meta can be sent, and Meta charges for them.
• PlutonAi sends no promotional messages. Meta can restrict or block accounts under its own rules; Pluton is not responsible for Meta's decisions or outages.

Availability

We aim to keep the service running without interruption, but can't guarantee it. Planned maintenance happens at quiet times and is announced when it affects work. Outages of Meta, the artificial intelligence providers or the internet are outside our control; when the assistant can't answer, the chat goes to staff.

Data

Pluton processes the business's customers' data only to provide the service, as the privacy policy explains. The business can ask for a copy or for deletion at any time. When the service ends, the data is deleted within 30 days.

Liability

As far as the law allows, Pluton is not liable for lost profits or indirect damage, for content written by the business's staff, or for the services of Meta and the artificial intelligence providers. Pluton's total liability is limited to what the business paid for PlutonAi in the 3 months before the event. This does not limit liability for damage caused intentionally or by gross negligence.

Suspension and termination

Either side can end the service as the offer or agreement says. Pluton can suspend access, after telling the business, when the service is misused, Meta's terms are broken, invoices stay unpaid, or Meta asks for it.

Changes and law

We publish changes here and tell the businesses by email before they take effect. These terms are governed by the law of the Republic of Kosovo.

Contact

ThePluton Studio L.L.C., NUI 812461052, Tirana 2, Prishtinë 10000, Kosovo. Email: hello@pluton.studio · Phone: +383 49 200 124.