Terms and Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User") and Omniswift ("we", "our", "us"), the developer and operator of Asterlio, a workflow-driven Customer Relationship Management (CRM) platform ("Platform" or "Asterlio").

By registering for, accessing, or using the Asterlio platform — including its web dashboard, chat widget, WhatsApp integration, and all associated services — you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

If you are accessing Asterlio on behalf of an organisation, you represent that you have the authority to bind that organisation to these Terms. References to "you" include the individual user and, where applicable, the subscribing organisation.

If you do not agree to these Terms, you must not use the Asterlio platform.

In these Terms, the following definitions apply:

• "Asterlio" or "Platform" refers to the Asterlio CRM application, including all web interfaces, APIs, integrations, and associated services provided by Omniswift.
• "Omniswift" refers to the company that develops, owns, and operates Asterlio.
• "Organisation" or "Client" refers to a business or institution that subscribes to and deploys Asterlio to manage customer support operations.
• "Admin" refers to a user with administrative-level access who manages the organisation's Asterlio workspace, users, and configurations.
• "Agent" refers to a Customer Support Agent or Technical Support Agent who uses Asterlio to receive, manage, and resolve customer support tickets.
• "Customer" or "End-User" refers to a person who interacts with an organisation through the Asterlio chat widget or WhatsApp channel to seek support.
• "Ticket" refers to a support case automatically generated from a customer interaction, containing all associated chat logs, notes, files, and activity history.
• "WhatsApp Integration" refers to the connection between Asterlio and the Meta WhatsApp Business API, enabling customer support via WhatsApp messaging.
• "Content" refers to all data, messages, files, notes, configurations, and information submitted to or generated through the Platform.

Asterlio is a customisable, workflow-driven CRM platform designed for mid-sized and enterprise institutions. The Platform enables organisations to:

• Deploy a website-embedded live chat widget for real-time customer support.
• Receive, track, and manage customer support interactions through a structured ticket management system.
• Assign, escalate, and reassign tickets to Customer Support Agents and Technical Support Agents based on configurable workflows.
• Communicate with customers via WhatsApp through the Meta WhatsApp Business API integration.
• Monitor support operations through a performance dashboard with metrics including resolution times, SLA compliance, and agent ratings.
• Manage internal team operations including agent onboarding, role-based access, and email notification workflows.

Omniswift reserves the right to modify, update, expand, or discontinue any feature of the Platform at any time, with reasonable notice to active subscribers.

4.1 Account Registration

To access the Asterlio platform, Admin users must register an account. During registration, you agree to:

• Provide accurate, complete, and current information.
• Verify your email address using the one-time password (OTP) issued during registration.
• Maintain the accuracy of your account information and update it as necessary.

4.2 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You agree to:

• Use a strong, unique password for your Asterlio account.
• Notify Omniswift immediately at support@asterlio.com if you suspect any unauthorised access to your account.
• Not share your login credentials with any person other than duly authorised members of your team, and only through proper account provisioning procedures.

Omniswift is not liable for any loss or damage resulting from unauthorised access to your account due to your failure to maintain the security of your credentials.

4.3 Role-Based Access

Asterlio operates on a role-based access control model. Each user is assigned a specific role (Admin, Customer Support Agent, Technical Support Agent, or Customer) with defined permissions and access levels. Admins are responsible for correctly provisioning roles and ensuring agents are granted only the access appropriate to their responsibilities.

4.4 Account Termination by User

Organisations may request account closure by contacting Omniswift at support@asterlio.com. Upon closure, access to the Platform will be revoked and data will be handled in accordance with the data retention terms in our Privacy Policy.

You agree to use the Asterlio platform only for lawful purposes and in a manner consistent with these Terms. You must not:

• Use the Platform to send unsolicited communications, spam, or bulk messaging through the WhatsApp integration or any other channel.
• Impersonate any person or organisation or misrepresent your affiliation.
• Transmit any content that is unlawful, defamatory, abusive, threatening, harassing, obscene, or invasive of another person's privacy.
• Attempt to gain unauthorised access to any part of the Platform, its infrastructure, or any other user's account.
• Use automated tools, bots, or scripts to interact with the Platform in ways not explicitly permitted by Omniswift.
• Interfere with or disrupt the integrity, performance, or security of the Platform.
• Reverse engineer, decompile, disassemble, or attempt to derive the source code of any component of the Platform.
• Use the Platform in any manner that could damage, overload, or impair Asterlio's servers or network infrastructure.
• Process or transmit content that infringes any third-party intellectual property rights.
• Use the WhatsApp integration in violation of Meta's WhatsApp Business Policy or Acceptable Use Policy.

Omniswift reserves the right to suspend or terminate access to any user or organisation that violates this Acceptable Use Policy, without prior notice where the violation poses a risk to the Platform or other users.

Asterlio integrates with the Meta WhatsApp Business API to enable organisations to communicate with customers over WhatsApp. By enabling and using the WhatsApp integration, you agree to the following:

6.1 Compliance with Meta Policies

Your use of WhatsApp through Asterlio is subject to Meta's WhatsApp Business Terms of Service and WhatsApp Business Policy, in addition to these Terms. You are responsible for ensuring your use of the integration complies with all applicable Meta policies.

6.2 Permitted Use

The WhatsApp integration may only be used for legitimate customer support communications. You must not use the integration to:

• Send promotional, marketing, or advertising messages unless expressly permitted under Meta's policy and applicable law.
• Contact users who have not opted in to receive messages from your business.
• Transmit spam, unsolicited bulk messages, or prohibited content.
• Engage in any activity that violates Meta's Commerce Policy, Advertising Standards, or any other applicable Meta guideline.

6.3 Customer Consent and Opt-Out

Organisations are solely responsible for obtaining and documenting the necessary consent from customers before initiating WhatsApp communications. Customers must be provided with a clear and accessible opt-out mechanism. Organisations must honour all opt-out requests promptly.

6.4 Responsibility

Omniswift acts as a technology intermediary facilitating the WhatsApp Business API connection. Omniswift is not responsible for the content of messages exchanged between organisations and customers via WhatsApp. The subscribing organisation bears full responsibility for ensuring its WhatsApp communications are lawful, appropriate, and compliant with applicable regulations.

7.1 Subscription Plans

Access to Asterlio is provided on a subscription basis. The applicable subscription plan, pricing, features, and billing cycle will be set out in the agreement or order form between Omniswift and the subscribing organisation.

7.2 Payment Obligations

By subscribing to Asterlio, the Organisation agrees to pay all applicable subscription fees in accordance with the agreed billing schedule. All fees are due in advance unless otherwise stated. Failure to pay may result in suspension or termination of access.

7.3 Taxes

Subscription fees are exclusive of applicable taxes (including VAT, WHT, or similar levies) unless stated otherwise. The Organisation is responsible for all applicable taxes in its jurisdiction.

7.4 Refunds

Subscription fees are generally non-refundable except where required by applicable law or expressly agreed in writing by Omniswift. Omniswift will consider refund requests made within 7 days of billing on a case-by-case basis.

7.5 Changes to Pricing

Omniswift reserves the right to revise subscription pricing with reasonable advance notice of no less than 30 days. Continued use of the Platform after the effective date of a price change constitutes acceptance of the revised pricing.

8.1 Omniswift Ownership

All rights, title, and interest in the Asterlio platform — including its design, software, features, interfaces, branding, trademarks, and documentation — are owned exclusively by Omniswift or its licensors. Nothing in these Terms transfers any intellectual property rights to you.

8.2 Licence to Use

Subject to these Terms and payment of applicable fees, Omniswift grants the subscribing organisation a limited, non-exclusive, non-transferable, revocable licence to access and use the Asterlio Platform solely for its internal business support operations during the subscription term.

8.3 User Content

You retain ownership of all Content you submit to the Platform (including chat messages, ticket notes, uploaded files, and configurations). By submitting Content, you grant Omniswift a limited licence to process, store, and transmit that Content solely as necessary to provide the Asterlio service. Omniswift does not claim ownership of your Content.

8.4 Feedback

If you provide suggestions, ideas, or feedback about the Platform, Omniswift may use such feedback without obligation, compensation, or attribution to you.

Omniswift processes personal data in accordance with our Privacy Policy, which is incorporated into these Terms by reference. By using Asterlio, you acknowledge and agree to the practices described in the Privacy Policy.

As a subscribing organisation, you act as a data controller in respect of your customers' personal data processed through the Platform. You are responsible for ensuring you have a lawful basis for processing customer data and that your use of Asterlio complies with applicable data protection laws, including the Nigeria Data Protection Regulation (NDPR), the GDPR (where applicable), and any other relevant legislation.

Omniswift acts as a data processor on behalf of subscribing organisations for the personal data of their customers processed through the Platform, subject to our Data Processing Agreement (available on request).

Each party agrees to keep confidential any non-public information received from the other party in connection with the use of Asterlio ("Confidential Information"). Confidential Information includes, without limitation, technical details, commercial terms, business processes, and customer data.

Neither party shall disclose Confidential Information to any third party without the prior written consent of the disclosing party, except where required by law or to authorised personnel who need to know for the performance of these Terms.

This obligation survives the termination of these Terms.

11.1 Uptime

Omniswift will use commercially reasonable efforts to maintain the availability and performance of the Asterlio platform. However, Omniswift does not guarantee uninterrupted or error-free service and shall not be liable for any downtime caused by:

• Scheduled or emergency maintenance (advance notice will be provided where possible).
• Failures of third-party services including Meta's WhatsApp Business API, email providers, or hosting infrastructure.
• Force majeure events as described in Section 17.
• Actions or omissions by users or third parties outside Omniswift's reasonable control.

11.2 Support

Omniswift provides technical support to subscribing organisations via email at support@asterlio.com. Support response times and service levels will be determined by the applicable subscription plan.

11.3 Maintenance

Omniswift reserves the right to perform scheduled maintenance that may temporarily affect Platform availability. Where practicable, maintenance will be scheduled during off-peak hours with prior notice.

To the fullest extent permitted by applicable law:

• Asterlio is provided on an "as is" and "as available" basis without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement.
• Omniswift does not warrant that the Platform will be error-free, secure, or continuously available.
• Omniswift does not warrant that the Platform will meet your specific business requirements or that results obtained from the Platform will be accurate or reliable.
• Any reliance on the Platform for mission-critical operations is at the user's own risk.

Nothing in these Terms excludes liability that cannot be excluded under applicable law, including liability for fraud or wilful misconduct.

To the maximum extent permitted by applicable law, Omniswift shall not be liable to you or any third party for:

• Any indirect, incidental, consequential, special, or punitive damages arising from or relating to your use of the Platform.
• Loss of revenue, profits, business, data, or goodwill.
• Any damages arising from reliance on information provided through the Platform.
• Any disruption to the WhatsApp integration arising from changes to Meta's API or policies.

In any event, Omniswift's total liability for any claim arising out of or relating to these Terms shall not exceed the total subscription fees paid by the relevant Organisation in the three (3) months immediately preceding the event giving rise to the claim.

You agree to indemnify, defend, and hold harmless Omniswift and its officers, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising from:

• Your breach of these Terms or the Acceptable Use Policy.
• Your breach of any applicable law or regulation, including data protection laws.
• Any Content you submit to or transmit through the Platform.
• Your misuse of the WhatsApp integration, including violations of Meta's policies.
• Any dispute between your organisation and its customers arising from your support operations.

Asterlio integrates with third-party services, including Meta's WhatsApp Business API, email delivery providers, and cloud infrastructure providers. Omniswift is not responsible for the availability, performance, or policies of third-party services. Changes to third-party APIs or policies may affect the functionality of integrations within the Platform.

Your use of third-party services through Asterlio is subject to the respective third parties' terms of service and privacy policies. Omniswift is not a party to any agreement between you and any third-party provider.

16.1 Term

These Terms remain in effect for the duration of your use of or subscription to the Asterlio platform, unless terminated earlier in accordance with this Section.

16.2 Termination by Organisation

An Organisation may terminate its subscription by providing written notice to Omniswift. Termination will take effect at the end of the current billing period unless otherwise agreed. No refunds will be provided for the remaining portion of a prepaid subscription period.

16.3 Termination by Omniswift

Omniswift may suspend or terminate your access to the Platform immediately and without prior notice if:

• You breach any provision of these Terms, including the Acceptable Use Policy.
• You fail to pay applicable subscription fees after a reasonable grace period.
• Omniswift is required to do so by applicable law or order of a competent authority.
• Continued provision of the service poses a risk to the Platform or other users.

16.4 Effect of Termination

Upon termination, your right to access and use the Platform ceases immediately. Omniswift will retain and handle your data in accordance with the Privacy Policy. Clauses that by their nature should survive termination — including Sections 8, 9, 10, 12, 13, 14, and 18 — shall survive.

Omniswift shall not be liable for any delay or failure to perform its obligations under these Terms if such delay or failure results from circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, civil unrest, government action, power outages, internet service disruptions, cyberattacks, or failure of third-party infrastructure (including Meta's WhatsApp API).

In the event of a force majeure, Omniswift will notify affected users as soon as reasonably practicable and will take commercially reasonable steps to restore service.

18.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any applicable mandatory consumer protection provisions of the laws of the user's jurisdiction shall also apply where required.

18.2 Dispute Resolution

In the event of any dispute arising from these Terms, the parties agree to first attempt resolution through good-faith negotiation. If the dispute is not resolved within 30 days, it shall be referred to arbitration in Lagos, Nigeria, in accordance with the Arbitration and Conciliation Act (as amended). The decision of the arbitrator shall be final and binding.

18.3 Jurisdiction

Nothing in this Section prevents either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction to protect its interests pending resolution of a dispute.

Omniswift reserves the right to update or modify these Terms at any time. When material changes are made, we will:

• Update the Effective Date at the top of this document.
• Notify registered Admin users via email or in-app notification at least 14 days prior to the changes taking effect, where practicable.

Your continued use of the Platform after the effective date of any modification constitutes acceptance of the revised Terms. If you do not agree to the modified Terms, you must stop using the Platform and may terminate your subscription.

20.1 Entire Agreement

These Terms, together with the Privacy Policy and any applicable subscription or order agreement, constitute the entire agreement between you and Omniswift regarding your use of the Platform and supersede all prior agreements or understandings.

20.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.

20.3 Waiver

Omniswift's failure to enforce any right or provision under these Terms shall not constitute a waiver of that right or provision.

20.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without Omniswift's prior written consent. Omniswift may assign these Terms in connection with a merger, acquisition, or sale of assets.

20.5 Notices

All notices under these Terms shall be in writing and sent by email. Notices to Omniswift should be addressed to legal@asterlio.com. Notices to users will be sent to the email address associated with the registered account.

If you have any questions or concerns about these Terms, please contact:

Asterlio Legal and Compliance Team — Omniswift

Email: legal@asterlio.com
Support: support@asterlio.com
Website: https://www.asterlio.com