Terms of Service

These Terms form a contract between Pocket Agency GmbH, Kollwitzstraße 76, 10435 Berlin, Germany ("Keaz", "we", "us") and the customer ("you", "your") who registers a Keaz account.

Keaz is a software-as-a-service that connects to your Shopify store, listens to events, and sends WhatsApp messages to your customers based on flows you configure. We also provide growth tools to help you collect WhatsApp opt-ins.

We provide the platform as-is, subject to the SLA in §9. We do not guarantee any specific business outcome — though we do publish realistic ranges in our Forecast.

• You must be 18+ and legally able to enter into contracts.
• Account information must be accurate and kept up to date.
• You are responsible for keeping your credentials secure and for all activity under your account.
• One account per company. Multi-store accounts are available on request.

Two plans are available — billed monthly or yearly. Yearly billing is 15% cheaper than monthly.

Billing is processed by Stripe Payments Europe Ltd. All amounts are exclusive of VAT, which is added at the applicable rate. Invoices are issued automatically.

Per-message charges are billed monthly in arrears based on the template messages sent in the previous month, using the per-message rate of your active plan.

• Monthly plans can be cancelled at any time. Cancellation takes effect at the end of the current billing month.
• Yearly plans can be cancelled at any time. The cancellation takes effect at the end of the current yearly term. No partial refunds.
• You can downgrade or switch plans at the next billing period.
• After cancellation, your data is retained for 30 days for offboarding, then deleted (see Privacy Policy §7).

Keaz operates in conjunction with third-party services. By connecting your Shopify store or other integrations, you authorise Keaz to access the necessary data via OAuth.

• Shopify — required. Without this connection, Keaz cannot operate.
• WhatsApp Business Platform (Meta) — required for message delivery. You agree to Meta's WhatsApp Business policies.
• Klaviyo — optional (Pro plan). Native integration; other email-marketing tools are supported via a standard API. Connection is opt-in and can be revoked at any time.
• Stripe — required for billing.

If a third-party service changes its terms or pricing, we will pass through any unavoidable changes with reasonable notice.

You agree NOT to use Keaz to:

• Send messages to contacts who have not given explicit opt-in consent.
• Violate Meta's WhatsApp Business Messaging policy.
• Send spam, phishing or other deceptive content.
• Process payment data, health data, or other sensitive personal data outside the scope of the service.
• Reverse-engineer or attempt to circumvent rate limits, sub-process limits, or security controls.
• Resell or sublicense access to the service.

We may suspend or terminate accounts that violate these policies, with the right to retain accrued fees.

How we handle data is covered in detail in our Privacy Policy. A Data Processing Agreement (DPA) under Art. 28 GDPR is concluded automatically at sign-up — you are the controller for your end-customers' data, Keaz is the processor.

We target 99.9% uptime on the message-delivery infrastructure, measured monthly. Scheduled maintenance is announced 48h in advance and excluded from the SLA.

If we fall below the SLA target, you may request service credits equal to the prorated amount of the failed billing period (up to 30 days of fees).

Our total liability is capped at the fees paid by you in the 12 months preceding the claim. We are not liable for indirect, consequential, or incidental damages (loss of profit, loss of data, business interruption) except where prohibited by mandatory German law.

We may update these Terms. Material changes are announced via email at least 30 days in advance. Continued use after the effective date constitutes acceptance. If you do not agree, you may cancel under §5.

These Terms are governed by the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods. Exclusive venue for disputes with merchants is Berlin (Berlin-Mitte).

For consumer customers (where applicable), statutory consumer protection rights remain unaffected.