Legal
Terms of Service
The terms governing access to and use of Haiya’s websites, applications, APIs and WhatsApp business tools.
Effective and last updated: 27 September 2026
The short version
Use Haiya for lawful business communications, protect your account, respect customer consent and follow Meta and WhatsApp rules.
This summary is provided for convenience. The complete policy below governs.
1. Agreement and scope
These Terms of Service (“Terms”) govern access to and use of Haiya’s websites, mobile and web applications, APIs, integrations and related services (together, the “Service”). Haiya is a service owned and operated by Quest Website Developers Ltd, a company registered in Kenya (“Quest”, “Haiya”, “we”, “us” or “our”). By creating an account, accepting an invitation, connecting a business number or using the Service, you agree to these Terms. If you use Haiya for an organisation, you represent that you have authority to bind it; “you” then includes that organisation. Our Privacy Policy, Acceptable Use Policy and, where Quest processes Customer Data for you through Haiya, Data Processing Addendum form part of these Terms.
2. Eligibility and accounts
You must be at least 18 years old and legally able to enter a contract. You must provide accurate account and business information, keep it current, safeguard access to your email, devices and sessions, and promptly tell us about suspected unauthorised access. You are responsible for activity by users you invite and for assigning appropriate roles and permissions. Each WhatsApp number or other account you connect must be owned by you or operated with the owner’s permission. You may not transfer, sell or share credentials or access in a way that defeats account controls.
3. The Service and third-party platforms
Haiya provides shared inbox, customer-management, automation, analytics, integration and AI-assisted tools. Some functions depend on third-party services, including Meta Platforms and the WhatsApp Business Platform. Those services have separate terms and policies. Haiya is not WhatsApp or Meta, does not control their availability, message delivery, template approval, pricing, quality ratings or enforcement decisions, and cannot guarantee that a third party will accept or continue supporting your account. You must maintain any third-party accounts, permissions and fees required to use those functions. We may modify or discontinue features where reasonably necessary for security, law, platform requirements or product development.
4. Customer communications and consent
You decide who you contact, what you send and why. You must have a lawful basis and all required consent before collecting a person’s details or messaging them. For WhatsApp communications, you must obtain and retain evidence of opt-in, honour opt-outs without delay, use approved templates where required, observe messaging windows, and comply with the WhatsApp Business Messaging Policy, WhatsApp Commerce Policy and applicable marketing, consumer-protection and privacy laws. Haiya does not provide contact lists and does not authorise unsolicited messaging. Product controls assist compliance but do not replace your legal review.
5. Customer Data and instructions
“Customer Data” means information submitted to or processed through the Service by you, your users or your customers, including contact details, conversations, attachments, templates, CRM records and configuration. As between you and Haiya, you retain your rights in Customer Data. You instruct Haiya to process it to provide, secure, support and improve the Service as described in the Data Processing Addendum. You represent that you have the rights and notices needed to provide Customer Data to us. You are responsible for its accuracy, legality and your responses to data-subject requests. You may export or delete supported data using the Service and may contact us for assistance.
6. Haiya AI and automated features
AI-generated suggestions and replies can be incomplete, inaccurate or unsuitable. You are responsible for configuring permitted topics, reviewing outputs where appropriate, keeping a human escalation path, and deciding whether an output may be used. Do not rely on Haiya AI for medical, legal, financial, emergency or other high-risk professional advice. Haiya labels AI activity in the product and provides controls for human takeover. You must not misrepresent automated output as professional advice or use it to make decisions producing legal or similarly significant effects about a person without appropriate safeguards.
7. Plans, trials and payment
Plan limits and prices are shown before purchase. Unless stated otherwise, subscriptions renew automatically for the selected billing period until cancelled. Charges are payable in advance and are non-refundable except where required by law or the applicable app-store rules. Taxes and third-party charges, including Meta conversation charges, may apply separately. Purchases made through Apple’s App Store or Google Play are also governed by that store’s billing, cancellation and refund terms. A plan paid for on the Haiya website is a prepaid period of one month or one year: it does not renew automatically, and access to the paid plan ends on the date shown unless another period is paid for. We may change future pricing or plan features with reasonable advance notice. Non-payment may result in restricted or suspended access.
8. Our intellectual property and your feedback
Haiya and its licensors own the Service, software, branding, documentation and all related intellectual-property rights. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable and revocable right to use the Service for your internal business purposes during your subscription. You may not copy, resell, reverse engineer, bypass security or usage limits, or use our marks without permission, except where applicable law does not permit that restriction. If you provide feedback, you allow us to use it without restriction or payment, but we do not acquire ownership of your Customer Data.
9. Suspension and termination
You may stop using Haiya or delete your account through Settings, subject to ownership safeguards for shared workspaces. We may limit, suspend or terminate access where you materially breach these Terms, create security or legal risk, misuse Meta or WhatsApp services, fail to pay, or where a platform provider requires us to act. Where reasonable, we will provide notice and an opportunity to remedy. On termination, your licence ends. Provisions that by their nature should survive—including payment obligations, confidentiality, disclaimers, liability limits and dispute terms—continue. Customer Data is handled under the Privacy Policy and Data Processing Addendum.
10. Disclaimers and liability
The Service is provided “as is” and “as available”. To the extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement. We do not guarantee uninterrupted operation or successful delivery of every third-party message. Nothing excludes rights or warranties that cannot lawfully be excluded. To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, punitive or consequential loss, or loss of profits, revenue, goodwill or data. Haiya’s aggregate liability arising from the Service will not exceed the fees you paid Haiya during the 12 months preceding the event giving rise to the claim. These limits do not apply where prohibited by law or to fraud, wilful misconduct, or liability that cannot legally be limited.
11. Indemnity
To the extent permitted by law, you will defend and indemnify Haiya against third-party claims, damages and reasonable costs arising from your Customer Data, your communications, your breach of these Terms or your violation of law or third-party rights. We will promptly notify you of a covered claim and reasonably cooperate in its defence.
12. Governing law and changes
These Terms are governed by the laws of Kenya, without regard to conflict-of-law principles. The courts of Kenya have jurisdiction, although either party may seek urgent protective relief where appropriate. Before filing a claim, please contact us and allow 30 days for good-faith resolution. We may update these Terms to reflect product, legal or platform changes. We will post the new effective date and provide additional notice for material changes where appropriate. Continued use after the effective date constitutes acceptance of the updated Terms.
13. Contact
Questions about these Terms may be sent to hello@haiya.co. The owner, operator and contracting entity for Haiya is Quest Website Developers Ltd, company number CPR/2014/172802, Muguku Business Center, 2nd Floor, Suite 2R, Posta Road, Kikuyu, Kiambu County 00902, Kenya. Support is available at support@haiya.co or +254 722 925 311 (phone or WhatsApp).
Questions or requests
Email support@haiya.co or call or WhatsApp +254 722 925 311. Please do not send passwords, access tokens or unnecessary message content.