Terms & Conditions

Effective Date: January 1, 2026

These Terms & Conditions (hereinafter referred to as "Terms") govern your access to and use of the Grahbook platform, website (grahbook.in), mobile application, WhatsApp store bot services, and all related features, tools, and content (collectively, the "Service"). The Service is operated by Neha Agrawal, a sole proprietor based in India ("we," "us," "our," or the "Operator").

By registering for, accessing, or using the Service in any manner, you ("you," "your," "User," "Merchant") agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Service.

1. Definitions

For the purpose of these Terms, the following definitions shall apply:

• "Account" means the registered account of a Merchant on the Grahbook platform.
• "AI Features" means the artificial intelligence-powered tools provided as part of the Service, including but not limited to automated customer responses, catalog recommendations, and business insights.
• "Content" means all text, images, data, information, and other materials uploaded, posted, or otherwise transmitted through the Service by you or your customers.
• "Customer" means an end-user who interacts with your store through WhatsApp or other channels integrated with the Service.
• "GST" means Goods and Services Tax as applicable under Indian tax law.
• "INR" or "₹" means Indian Rupees, the official currency of India.
• "Merchant" or "You" means the business owner or entity that registers for the Service to manage their store operations.
• "Platform" means the Grahbook web dashboard, mobile application, and WhatsApp integration collectively.
• "Service" means the entire suite of tools and features provided by Grahbook, including the WhatsApp store bot, billing and invoicing, UPI payment processing, inventory management, CRM, and analytics.
• "UPI" means Unified Payments Interface, a real-time payment system in India.
• "WhatsApp" means the messaging application owned by Meta Platforms, Inc., integrated with the Service via the WhatsApp Business API.

2. Eligibility and Registration

2.1 Eligibility

By using the Service, you represent and warrant that:

• You are at least 18 years of age and have the legal capacity to enter into a binding contract.
• You are a resident of India or operating a business registered in India.
• You have the authority to bind the business entity on whose behalf you are registering.
• You are not located in a jurisdiction that is subject to trade sanctions or where use of the Service would be illegal.
• You have not been previously suspended or removed from the Service for any violation of these Terms.

2.2 Registration

To access the Service, you must create an Account by providing accurate, current, and complete information, including your full name, business name, phone number, email address, and GST information where applicable. You agree to:

• Maintain the accuracy of your Account information at all times.
• Keep your login credentials confidential and not share them with unauthorized persons.
• Notify us immediately of any unauthorized use of your Account.
• Accept responsibility for all activities that occur under your Account.

2.3 Verification

We reserve the right to verify your identity and business credentials before granting access to certain features, including payment processing and KYC-verified seller status. You agree to provide such documents as we may reasonably request for verification purposes, including PAN card, Aadhaar, or business registration certificates.

3. Services Offered

3.1 Platform Overview

Grahbook provides a comprehensive WhatsApp-based commerce platform that includes the following services, all priced and transacted in Indian Rupees (INR):

• WhatsApp Store Bot: An AI-powered bot that handles customer queries, displays product catalogs, processes orders, and facilitates payments through WhatsApp.
• Smart Billing & Invoicing: Automatic generation of GST-compliant invoices, Tally export functionality, and financial reporting.
• UPI Payment Integration: Integration with GPay, PhonePe, Paytm, and other UPI applications for payment collection and settlement.
• Inventory Management: AI-powered stock alerts, trend analysis, and real-time inventory tracking.
• Customer Relationship Management: Customer profiling, purchase history, and automated follow-up capabilities.
• Multi-Language Support: Support for Hindi, English, and Hinglish for customer interactions.
• Merchant Dashboard: Real-time business metrics, order management, and analytical insights via the web dashboard at grahbook.in.

3.2 Service Tiers

The Service is offered in the following tiers:

We reserve the right to modify, suspend, or discontinue any Service tier or feature at any time with prior notice.

3.3 Service Modifications

We continuously evolve the Service to improve functionality and user experience. We reserve the right to modify, add, or remove features, functionalities, or content at any time. We will provide reasonable notice of material changes via email or dashboard notification.

4. User Obligations and Acceptable Use

4.1 General Obligations

As a Merchant, you agree to:

• Use the Service in compliance with all applicable Indian laws, rules, and regulations, including the Information Technology Act, 2000, the Consumer Protection Act, 2019, GST laws, and RBI guidelines on digital payments.
• Ensure that your products and services comply with all applicable laws and do not infringe upon the rights of any third party.
• Maintain accurate records of all transactions processed through the Service.
• Display accurate pricing (in INR) for all products and services sold through your store.
• Provide clear terms to your own customers regarding returns, refunds, shipping, and delivery timelines.
• Honor all commitments made to customers through the platform, including order fulfillment, refunds, and exchanges.

4.2 Prohibited Activities

You agree not to engage in any of the following prohibited activities:

• Using the Service for any unlawful purpose or in violation of any applicable law or regulation.
• Uploading or transmitting any content that is illegal, harmful, threatening, abusive, harassing, defamatory, obscene, or infringing.
• Attempting to interfere with, compromise, or bypass the security measures of the Service.
• Reverse engineering, decompiling, disassembling, or attempting to derive the source code of the Service.
• Using any automated means (bots, scrapers, crawlers) to access or interact with the Service without our express written permission.
• Selling, reselling, or otherwise commercializing the Service or any component thereof without authorization.
• Uploading or transmitting any viruses, malware, or other malicious code.
• Impersonating any person or entity or misrepresenting your affiliation with any person or entity.
• Collecting or harvesting personal information of other users or customers without their consent.
• Engaging in any activity that could damage, disable, overburden, or impair the Service's infrastructure.
• Processing transactions for prohibited goods or services, including but not limited to narcotics, weapons, gambling, adult content, or any goods or services prohibited under Indian law.

4.3 Customer Data Responsibility

You are solely responsible for the accuracy, legality, and appropriateness of all customer data you input into the Service. You represent that you have obtained all necessary consents from your customers to process their data through the Service in compliance with applicable data protection laws.

5. Payment Terms and Billing

5.1 Subscription Fees

All subscription fees are payable in Indian Rupees (INR / ₹). Fees for paid plans are charged on a monthly or annual basis as selected during registration. Subscription fees are non-refundable except as expressly provided in our Return & Refund Policy.

5.2 Payment Processing

All payments for subscriptions and transactions are processed through our payment partner, PayU. By using the Service, you agree to PayU's terms of service and privacy policy. We do not store your full payment instrument details on our servers.

5.3 Transaction Fees

Transaction processing fees for UPI payments collected through the Service will be disclosed at the time of transaction setup. These fees are subject to change with prior notice and are deducted from the transaction amount before settlement.

5.4 Tax Compliance

You are responsible for all taxes applicable to your business, including but not limited to GST, income tax, and any other taxes as required by Indian law. Grahbook generates GST-compliant invoices for subscription fees charged to you but does not provide tax advice. We recommend consulting a qualified tax professional for your specific tax obligations.

5.5 Billing Cycle

Paid subscriptions are billed in advance on a monthly or annual basis. Invoices are generated at the start of each billing cycle and are available for download from your dashboard. Non-payment of subscription fees after three (3) attempts may result in suspension or termination of your Account.

5.6 Price Changes

We reserve the right to modify subscription fees with 30 days' prior notice. Price changes will not affect your current billing cycle but will apply to subsequent renewals.

6. Intellectual Property Rights

6.1 Our Intellectual Property

The Service, including the Grahbook brand name, logo, design, text, graphics, software, source code, APIs, and all related intellectual property rights, are owned by Neha Agrawal or our licensors. You are granted a limited, non-exclusive, non-transferable, revocable license to use the Service for your business purposes during the term of your subscription. No ownership rights are transferred to you.

6.2 Your Content

You retain all intellectual property rights to the content you upload to the Service (product catalogs, images, descriptions, customer data, etc.). By uploading content, you grant us a worldwide, royalty-free, non-exclusive license to host, store, transmit, and display such content solely for the purpose of providing the Service to you.

6.3 Feedback and Suggestions

If you provide us with any feedback, suggestions, or recommendations regarding the Service, you grant us the right to use such feedback without any obligation to you, including the right to implement, modify, or commercialize the suggested features.

7. Data Privacy and Security

7.1 Data Collection and Use

Our collection and use of personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you consent to the data practices described in the Privacy Policy.

7.2 Data Security

We implement industry-standard security measures to protect your data, including:

• Encryption of data in transit using TLS 1.3 and at rest using AES-256.
• Access controls restricting data access to authorized personnel only.
• Regular security audits and penetration testing.
• PCI DSS-compliant payment processing through PayU.

Notwithstanding these measures, no transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security of your data.

7.3 Data Retention

We retain your data in accordance with our Privacy Policy. Transaction records are retained for 7 years as required by Indian tax laws. You may request deletion of your Account data at any time, subject to legal retention requirements.

8. Third-Party Services and Integrations

8.1 WhatsApp Business API

The Service integrates with the WhatsApp Business API provided by Meta Platforms, Inc. Your use of WhatsApp features is subject to Meta's terms of service and privacy policy. We are not responsible for any changes, limitations, or disruptions to WhatsApp services that may affect the functionality of our Service.

8.2 Payment Partners

Payment processing is facilitated through PayU and other UPI payment partners. We are not responsible for any delays, failures, or disputes arising from third-party payment processing services. All payment disputes must be resolved directly with the respective payment provider.

8.3 Other Integrations

The Service may integrate with third-party services such as Tally, CRM systems, and analytics providers. We do not endorse or assume responsibility for the content, accuracy, or practices of these third-party services.

9. Limitation of Liability

10. Indemnification

You agree to indemnify, defend, and hold harmless Neha Agrawal (the Operator), its employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use or misuse of the Service.
• Your violation of these Terms or any applicable law or regulation.
• Your content uploaded to the Service, including any claims of infringement or violation of third-party rights.
• Your transactions with customers facilitated through the Service.
• Any dispute between you and your customers.

11. Termination

11.1 Termination by You

You may terminate your Account at any time by following the cancellation process described in our Cancellation Policy. Upon termination, your access to paid features will cease at the end of the current billing cycle.

11.2 Termination by Us

We reserve the right to suspend or terminate your Account at any time for:

• Violation of these Terms or any applicable law.
• Non-payment of fees.
• Fraudulent or abusive activity.
• Inactivity for a period of 12 consecutive months.
• Any other reason at our sole discretion, with 30 days' notice.

11.3 Effect of Termination

Upon termination:

• Your access to the Service (including all data) will be revoked immediately or at the end of the current billing cycle, as applicable.
• We will retain your data as required by law (up to 7 years for transaction records) and delete the remainder within 30-90 days as described in our Privacy Policy.
• Any outstanding fees shall become immediately due and payable.
• Provisions of these Terms that by their nature should survive termination shall survive, including Sections 6 (Intellectual Property), 9 (Limitation of Liability), 10 (Indemnification), and 12 (Governing Law).

12. Governing Law and Dispute Resolution

12.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts in Jharkhand, India.

12.2 Dispute Resolution

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or the Service, the parties shall first attempt to resolve the dispute through informal negotiations. If the dispute cannot be resolved within 30 days of written notice, the dispute shall be finally settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996.

• The arbitration shall be conducted in Jharkhand, India.
• The language of arbitration shall be English or Hindi.
• The arbitrator's award shall be final and binding on both parties.
• Notwithstanding the foregoing, we may seek injunctive or other equitable relief in any court of competent jurisdiction to protect our intellectual property rights or confidential information.

12.3 Grievance Redressal

In accordance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, any grievances or complaints regarding the Service should be addressed to:

Grievance Officer: Neha Agrawal
Address: Pandey Bazar, Dumeriyaganj Road, Jaggi Colony, Purani Basti, Basti, Uttar Pradesh - 272002 (Landmark: Last left house building)
Email: agrawalmanas150@gmail.com
Phone: 805-2402-633
Response Time: We aim to resolve grievances within 30 days from the date of receipt.

13. WhatsApp-Specific Terms

13.1 WhatsApp Business API Compliance

Your use of WhatsApp features through the Service is subject to the WhatsApp Business API terms and policies. You agree to:

• Comply with WhatsApp's commerce policy and business terms.
• Obtain prior consent from customers before sending them messages through WhatsApp.
• Provide opt-out mechanisms for customers who no longer wish to receive messages.
• Not send unsolicited bulk messages or spam through the platform.
• Use accurate business representation and not impersonate other businesses.

13.2 Message Templates

WhatsApp requires pre-approved message templates for certain types of communications. We will assist in getting templates approved, but approval timelines and acceptance are at WhatsApp's sole discretion.

13.3 Opt-In and Opt-Out

You are responsible for maintaining records of customer opt-in for WhatsApp communications. Customers must have the ability to opt out at any time by replying "STOP" or through other opt-out mechanisms.

14. UPI Payment Terms

14.1 Payment Processing

All UPI payments processed through the Service are facilitated by PayU and other UPI-enabled payment gateways. Payment settlement timelines are subject to the policies of the respective payment partners and NPCI (National Payments Corporation of India) guidelines.

14.2 Settlement Timelines

UPI payments collected through the Service are typically settled within T+1 to T+3 business days, depending on the payment partner and your verification status. Settlement will be made to the bank account linked to your registered UPI ID.

14.3 Refunds and Chargebacks

Refunds initiated through the platform will be processed in accordance with our Return & Refund Policy. Chargebacks and payment disputes are governed by the policies of the respective payment partner and NPCI guidelines.

14.4 Transaction Limits

UPI transactions are subject to daily and per-transaction limits as prescribed by NPCI and your bank. We do not control these limits and recommend checking with your bank for applicable limits.

15. AI Features and Automated Decisions

15.1 AI-Powered Tools

Grahbook uses artificial intelligence and machine learning to power features such as automated customer responses, product recommendations, inventory alerts, and business insights. These AI tools are provided to enhance your business operations but are not guaranteed to be error-free.

15.2 Human Oversight

You are advised to exercise human oversight over automated decisions, particularly those involving customer communications, pricing adjustments, and inventory management. We are not liable for any losses resulting from reliance on AI-generated outputs.

15.3 AI Limitations

AI features may produce inaccurate or incomplete results. You should independently verify critical information before acting upon it. The AI features are continuously improving, and we make no warranties regarding their accuracy, completeness, or reliability.

16. Modifications to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email to the registered email address on your Account and/or through a prominent notice on the website. Your continued use of the Service after the effective date of modified Terms constitutes your acceptance of the changes. If you do not agree to the modified Terms, you must discontinue use of the Service and terminate your Account.

17. General Provisions

17.1 Entire Agreement

These Terms, together with our Privacy Policy, Return & Refund Policy, Cancellation Policy, and Shipping Policy, constitute the entire agreement between you and Neha Agrawal regarding the Service, superseding any prior agreements or understandings.

17.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

17.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of Neha Agrawal.

17.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations under these Terms to a successor entity in connection with a merger, acquisition, or sale of assets.

17.5 Notices

All notices under these Terms shall be in writing and sent to the email address associated with your Account (for you) or to agrawalmanas150@gmail.com (for us). Notices shall be deemed delivered 24 hours after sending.

17.6 Relationship

Nothing in these Terms shall be construed as creating a partnership, joint venture, agency, or employment relationship between you and Neha Agrawal. Both parties are independent contractors.

17.7 Language

These Terms are originally drafted in English. In the event of any inconsistency between the English version and a translated version, the English version shall prevail.

18. Contact Information

If you have any questions, concerns, or inquiries regarding these Terms, please contact us:

Operator: Neha Agrawal
Brand: Grahbook
Phone: 805-2402-633
Email: agrawalmanas150@gmail.com
Website: grahbook.in
Business Hours: Mon-Sat, 10:00 AM - 7:00 PM IST

For grievances, please contact our Grievance Officer at the same contact details. We are committed to resolving all concerns in a fair and timely manner.