Terms & Conditions

1. The agreement

These Terms & Conditions (“Terms”) are an agreement between Maîtrise Business Systems (“Maîtrise,” “we,” “us”) and the business that uses a Maîtrise service (the “business”). They cover our website, our connection pages, the business workspace, our audits, our managed customer care and any other service we provide.

The Privacy Policy, the Confidentiality Commitment and the Data Deletion instructions are part of these Terms; together they form the “Agreement.” A signed proposal, order, onboarding record or service agreement can add terms for one business. Where it clearly contradicts these Terms, the signed document wins, for that business and that scope only.

2. How the Terms are accepted

The business accepts the Agreement, and is bound by it, as soon as the first of these happens:

• it confirms the authorisation on a Maîtrise connection page and continues to Facebook / Meta’s official authorisation window;
• it connects, or lets Maîtrise access, a WhatsApp Business number, WhatsApp Business Account, Facebook page, Meta business portfolio, Google Business Profile or any other account or asset;
• it signs or approves a proposal, order or onboarding record, including by WhatsApp message or email; or
• it uses the service, or pays a Maîtrise invoice.

Whoever does one of these things confirms that they are at least 18, that they own the business or may act for it and for every account they connect, and that they have read the Agreement. Someone who accepts without that authority is personally responsible for the obligations in it.

We keep an electronic record of each acceptance: the date and time, the invitation or workspace used, the connected number or account and the version of the Terms in force. The business agrees that this record has the same effect as a signed paper agreement, as far as the law allows.

3. What Maîtrise provides

We offer two kinds of paid plan, described in section 5: Audit plans and Customer Care plans. We also offer a free 7-day audit, which is separate from the paid plans. Unless a section says otherwise, the rest of these Terms apply to all of them.

An Audit plan watches how the business handles WhatsApp and reports on it every week. It never writes to the business’s customers and changes nothing.

A Customer Care plan looks after the business’s customers on WhatsApp and, once the business connects its Facebook Page and the Instagram account linked to it, on Facebook Messenger and Instagram Direct, in the business’s name: answering everyday questions, helping interested customers understand the services, checking in after a visit, service, purchase or delivery, listening to feedback, passing requests and complaints to the right people at the business, handling return contact that the business approved and the customer agreed to, and reporting what happened, including a weekly report on WhatsApp.

On Customer Care we answer the messages customers send. We do not start a new conversation or send a scheduled follow-up unless the business approved it and the customer agreed to it. Silence is not consent, and when someone says stop, we stop.

Every conversation follows the business’s identity, tone, services and rules. Decisions about appointments, orders, prices, changes, refunds or any other remedy stay with the business; we pass on only decisions the business has confirmed.

Clinics, rehabilitation centres and other health businesses may use the service for administrative customer care only: welcome messages, appointment requests, check-ins about the visit and agreed return reminders. We do not give medical advice, diagnosis or treatment, and we do not assess clinical questions; those go to the business. The health business remains responsible for its professional and patient-confidentiality duties.

The business keeps using its WhatsApp Business app as usual. Once connected, we receive the messages sent and received on that number, including those the business’s own team sends from the app. On Customer Care this is how we see that someone from the business has stepped in, so we stop replying automatically.

On Facebook Messenger and Instagram Direct, the business keeps using its Page inbox and the Instagram app as usual. We reply only to messages customers send, and only within Meta’s 24-hour window after the customer’s latest message; we send no follow-ups there. When someone from the business replies from the Page inbox, the Instagram app or the Maîtrise dashboard, automated replies step aside in that conversation. Each connected Page and Instagram account has its own switch to turn automated replies off.

4. Automated replies and human control

Customer Care uses automated processing, including artificial-intelligence language and voice-transcription technology, to understand messages and to prepare or send routine replies within the rules the business approved. Automated replies can be incomplete or wrong. The business is responsible for the accuracy of what it tells us (services, prices, hours, policies) and must tell us promptly when something changes.

The business can pause automated replies for its whole workspace, and its authorised staff can pause or restart them for a single conversation. It can also ask us to limit how many automated replies one conversation receives. When someone from the business replies in a conversation, we step back. We may also pass uncertain, sensitive or high-value conversations to the business instead of answering them.

Audit plans do not use artificial intelligence or transcription. Their weekly report is built with fixed counting and keyword rules, as described in the Privacy Policy.

5. Plans and prices

Each of our two services comes as a monthly plan or a yearly plan. All prices are in US dollars. The business chooses its plan when it orders, and the plan that applies is the one named in its order or onboarding record.

Monthly plans

• Audit, monthly: $29 per month. Audit only.
• Customer Care, monthly: $49 per month, plus the messages sent, paid from the prepaid wallet at 200 replies for $20. The first payment is $69: the $49 plan plus $20 of wallet credit.

Yearly plans

• Audit, yearly: $299 per year. Audit only.
• Customer Care, yearly: $500 per year, plus the messages sent, paid from the prepaid wallet at 200 replies for $20.

A yearly plan is the same service as the monthly one, billed once a year, in advance, for twelve months. The scope, the weekly report and the cost of replies stay the same.

The Audit monthly price of $29 applies from 19 October 2026.

Audit plans (audit only)

On an Audit plan we read the business’s WhatsApp text messages. Voice notes, images and other files are counted but not listened to, transcribed or opened. From this we measure waiting times, unanswered messages, missed follow-ups and likely missed sales, and we report what we find. We do not edit anything, we do not write to the business’s customers and we do not reply to them. There is no charge for replies and the prepaid wallet does not apply.

The weekly report arrives on WhatsApp with a PDF and a private link to a details page for the same week. Anything the report estimates from keywords is labelled as an estimate, and anything it cannot measure, such as what was said in a voice note, is shown as not measurable. A figure of possible lost sales is an estimate built from the average order and conversion rate the business gave us; it is not a promise or a guarantee.

Personalised Audit plans

Besides the standard Audit plans above, we can prepare a personalised Audit plan around what a business asks for, for example several WhatsApp numbers or branches, or the reading of voice notes as well. Personalised plans come in several price ranges, depending on the scope the business needs. The scope, the price and how it is billed are set out in a written quote, and the plan starts only when the business accepts that quote. Apart from what the quote says, the Audit plan rules in these Terms apply to it.

Customer Care plans

A Customer Care plan includes everything described in section 3: incoming conversations on WhatsApp, Facebook Messenger and Instagram Direct, after-sales care, approved follow-ups, a record of each customer’s permission, and a weekly report on WhatsApp. The subscription covers the workspace, incoming conversations, the business’s settings and rules, reports, and setting up and running agreed follow-ups. Each message we send for the business is paid from its prepaid wallet at 200 replies for $20, as explained in section 6. Messages from customers, and messages the business’s team sends from its own WhatsApp Business app, are free. The same rule applies in every sector. Replies on Messenger and Instagram are included at the same price: each message we send there is paid from the prepaid wallet at 200 replies for $20. Audit plans, the free 7-day audit and the Meta Ads Replies pack cover WhatsApp only.

Meta Ads Replies pack

The Meta Ads Replies pack is a prepaid pack of 500 AI replies for $50, paid once. It has no subscription, no invoice and no time limit, and it stays active while replies remain. The AI answers only customers who message the business’s own WhatsApp number from a Facebook or Instagram click-to-WhatsApp ad, for 24 hours after each click, and steps back when someone from the business replies from its WhatsApp Business app. Each message the AI sends counts as one reply; messages from customers, and messages the business’s team sends, are never counted. When no replies remain, the AI stops answering until the business adds another pack. The business’s own WhatsApp number must be connected through Meta’s official connection. The pack is set up by Maîtrise during onboarding.

Free 7-day audit

The free 7-day audit is a separate offer. It is not part of any paid plan, and taking it does not oblige the business to buy one. A paid plan starts only when the business orders it.

Weekly reports

On every plan the weekly report is delivered on WhatsApp. It describes what we recorded or audited during the week; it does not predict or promise any result.

Platform charges

We pay the Meta / WhatsApp messaging charges for the service covered by the published price. If Meta or another platform changes its charges significantly, we may adjust our price with at least 30 days’ written notice, and the business may cancel before the change takes effect.

6. Invoices and payment

A message we send for the business is counted once, as soon as WhatsApp accepts it for sending, whatever happens to its delivery afterwards. Messages from customers are never counted. Duplicate attempts, and sends WhatsApp rejects before accepting them, are not charged. Where the business uses a prepaid balance, each counted message is paid from it and never charged again on the invoice; a counted message that the balance did not pay goes on the invoice. Invoices issued before 1 October 2026 keep the price and counting rule that applied when they were issued.

When each plan is billed. Monthly plans (Audit, monthly and Customer Care, monthly) are billed every month. Yearly plans (Audit, yearly and Customer Care, yearly) are billed once a year, in advance. On Customer Care, monthly or yearly, each message sent counts as one reply, at 200 replies for $20, and is paid from the prepaid wallet or, if the wallet did not pay for it, billed on the next monthly invoice for the messages of the period just ended.

Personalised Audit plans. A personalised Audit plan is billed as its accepted quote says. The rest of this section applies to it unless the quote says otherwise.

Meta Ads Replies pack. The pack is paid once. Its $50 is held in the business’s prepaid wallet, and each reply the AI sends deducts its share once WhatsApp accepts it, so the $50 covers 500 replies. The balance never goes below zero. No invoice is issued for the pack, and a new pack is added to the same wallet.

Prepaid wallet. The wallet holds a balance in US dollars that pays for messages on Customer Care, and $20 of credit covers 200 replies. The business tops it up, and each message is deducted once WhatsApp accepts it. The balance never goes below zero. Every message appears in the usage report that comes with each invoice; a message the wallet paid is marked as paid from the wallet and is never charged twice. A message the wallet did not pay, for example one sent before the wallet was in use or just as the balance ran out, is billed on the invoice and also listed in the usage report. So the invoice carries the subscription (or the yearly fee), the usage report and the amount of any message the wallet did not pay. Audit plans send no messages to customers, so the wallet does not apply to them.

For each billing cycle we issue an invoice showing the subscription, the usage report, the unit price, anything already paid from the prepaid balance and the total. Our system’s count is the basis of the invoice. The business may dispute an invoice in writing within 14 days of its date; after that it is treated as accepted. Payment is due within seven calendar days of the invoice date unless a signed agreement says otherwise.

Lost connection. If a business connected its own WhatsApp number and that connection is lost, we pause its weekly reports and issue no invoice until a number is connected again. A billing cycle whose invoice would have been issued during that time is not charged. Messages already sent go on the next invoice.

If an invoice is still unpaid after its due date, we may pause the service until payment is recorded. A pause deletes no data, cancels nothing already owed and does not stop the subscription from running. Fees already paid are not refunded, except where these Terms or the law say otherwise. Prices do not include any tax or duty that must legally be added.

7. What the business must do

The business must:

• give accurate information about the business, owner, staff, customers and events, and keep it up to date;
• name the owner and the people responsible for orders, appointments, complaints and other decisions, and answer hand-overs within a reasonable time;
• have a lawful reason, and any permission or notice it needs, before asking us to contact a customer, and tell its customers, for example in its own privacy notice, that its customer care on WhatsApp, Messenger or Instagram is run with a service provider and automated replies;
• respect opt-outs and tell us promptly about any objection, correction or deletion request it receives;
• follow the rules of WhatsApp, Meta, Google and any other platform it connects, including the rules on reviews;
• protect its workspace access, connection invitations, report links and staff phone numbers, and tell us straight away if it suspects someone got in without permission;
• use the service only for lawful business and follow the consumer, privacy, marketing, professional and industry rules that apply to it.

The business may not use Maîtrise for deception, harassment, spam, unlawful surveillance, forbidden goods or services, or messages that break platform rules. It may not claim that we confirmed a sale, booking, refund, delivery or other decision that it did not actually approve.

8. WhatsApp, Meta, Google and other platforms

The business connects its own WhatsApp Business number through Meta’s official Embedded Signup and approves the permissions we need. It keeps ownership of its number, its WhatsApp Business Account, its Facebook / Meta assets and its Google Business Profile. We act only within the access it gives us and will never ask for its Facebook, WhatsApp or Google password.

For Facebook Messenger and Instagram Direct, the business connects its own Facebook Page, and the Instagram professional account linked to it, through Meta’s own login window (Facebook Login for Business), and approves the permissions we need. It keeps ownership of its Page and its Instagram account. A Page or Instagram account can be connected to only one Maîtrise business at a time.

During connection, Meta may let the business choose to share its contacts and earlier conversations with us. We follow that choice. Imported contacts and history never count as permission to send messages first.

These platforms are run by other companies under their own terms. Their eligibility decisions, approvals, fees, message windows, quality rules, restrictions, outages and changes are outside our control. We may block, delay or refuse an instruction that lacks permission, breaks a platform rule, repeats a message, falls outside an approved workflow or creates a legal, safety or account risk.

The business allows us to introduce ourselves as “Maîtrise Customer Care” acting for the named business. We will not pretend to be the owner or claim authority that belongs to the business’s team. We share the business’s own Google review link; we do not write, buy, reward or remove reviews, and we do not promise ratings.

The business can disconnect us at any time in its Meta or Google settings, or ask us to disconnect a Facebook Page or Instagram account from its Maîtrise workspace, which erases the access token for that account straight away. Disconnecting stops the service on that account but does not end the Agreement, cancel amounts owed or change how data is handled under the Privacy Policy. To end the service, give notice as explained in section 14.

9. Websites, profiles and other services

We may also build or publish websites and landing pages, claim or correct a Google Business Profile, or provide other agreed services. Their price, scope and timing are those in the written quote or message the business accepts. For websites, the business registers and owns its domain; our publishing fee and recurring hosting fee are due as quoted, and we may take a site offline if hosting fees stay unpaid after notice. The business is responsible for the content, images and claims it gives us to publish.

10. Data ownership and confidentiality

The business keeps its rights in its customer information, files, product information and instructions. We use them only to provide, protect, support, improve and account for the service, to meet legal duties and to enforce the Agreement. We keep each business’s customers, conversations and reports apart from every other business and never sell a customer list.

Each side must protect the other’s non-public information with reasonable care, as set out in the Confidentiality Commitment. On our side this includes our software, system design, prompts and instructions, workflows, settings, templates, pricing arrangements and security information. These duties continue after the Agreement ends.

11. Intellectual property and permitted use

We keep all rights in our software, platform, system design, prompts, workflows, templates, documentation, report format, brand and know-how, including improvements made while serving the business. The business gets a limited, non-exclusive, non-transferable right to use the active service for its own operations.

The business may not copy, resell or sublicense the service; reverse engineer it; try to extract its prompts, instructions or settings, including by sending crafted messages to the automated agent; get around its security or limits; or use it to build a competing product.

The business keeps its own trademarks, content and files, and lets us use them to provide the service. Unless the business tells us otherwise in writing, we may name it as a client. We may use feedback freely to improve Maîtrise, as long as it does not reveal the business’s confidential information or identify its customers.

12. Responsibility for the business’s data and instructions

The business will defend and compensate Maîtrise, its owner and its staff against claims, fines, platform penalties, losses and reasonable legal costs that come from: customer data the business gave us, or told us to use, without a lawful reason or the permission it needed; content, prices, promises or information the business supplied; decisions the business made or failed to make; the business breaking the Agreement, the law or platform rules; or someone getting into the business’s accounts through its own credentials or staff.

13. Pausing the service and changes to it

We may pause all or part of the service for unpaid invoices, security incidents, suspected unauthorised access, missing permission, opt-outs, wrong routing, platform restrictions, unlawful use, a risk to a platform account, or a breach of the Agreement. Where we reasonably can, we will explain why and what is needed to restart it.

We may improve, change or replace features, technology and providers to keep the service safe, compliant and reliable. We will not significantly reduce the agreed scope, or raise the price during a paid period, without notice, except where a tax or a third-party charge must be added.

14. Cancellation, export and deletion

Either side can end a monthly plan with written notice by email or WhatsApp. The service ends at the end of the current billing month unless agreed otherwise, and amounts already owed remain payable. We may end the service immediately for unlawful use, deliberate misuse, repeated platform violations, non-payment after notice or a serious security risk.

For 30 days after the service ends, the business can ask for an export of its available data. After that we delete or anonymise the data as described in the Privacy Policy and the Data Deletion instructions, except records we must keep for the law, accounting, fraud prevention, disputes or to avoid contacting people who said stop. The sections on payment, confidentiality, intellectual property, responsibility, liability and law continue to apply after the end.

15. How we work and what we cannot promise

We provide the service with reasonable care and skill. Beyond that, it is provided “as is” and “as available.” We do not guarantee message delivery, platform eligibility or approval, template approval, customer replies, satisfaction, reviews, ratings, sales, revenue, savings, error-free automated replies, exact report figures or uninterrupted service. Examples and previews are illustrations, not promises.

16. Limits of liability

Nothing in the Agreement excludes liability that the law does not allow us to exclude, including for fraud or intentional misconduct. As far as the law allows, we are not liable for indirect, incidental, special or consequential loss; for lost profit, revenue, business, customers, goodwill or data; or for loss caused by Meta, WhatsApp, Google, telecom providers or other third parties, or by the business’s own information, instructions or staff.

As far as the law allows, our total liability for all claims about the Agreement is limited to the fees the business paid us for the affected service in the three months before the event that caused the claim. This limit does not reduce the business’s duty to pay valid invoices or its responsibilities under section 12.

17. Events outside our control

Neither side is responsible for a delay or failure caused by events it cannot reasonably control, such as platform outages or restrictions, internet, electricity or telecom failures, government action, conflict, civil unrest or natural events. Payment for service already provided is still due.

18. Governing law and disputes

The Agreement is governed by Lebanese law, including the law on electronic transactions and personal data (Law No. 81 of 2018), without taking away mandatory rights that apply elsewhere. Both sides will first try in good faith to settle a dispute through written notice for 30 days. If that does not work, the competent courts of Tripoli, North Lebanon, have exclusive jurisdiction unless mandatory law says otherwise. We may still seek urgent relief or collect unpaid invoices in any competent court.

19. General terms

The Agreement is the whole agreement on its subject and replaces earlier discussions, except signed terms for one business. If one provision cannot be enforced, the rest still applies. Not using a right does not mean giving it up. The business may not transfer the Agreement without our written consent; we may transfer it to an affiliate or to a successor of our business. Both sides are independent contractors. Notices by email or WhatsApp to the contact details on record are valid. If these Terms are translated, the English version prevails.

20. Changes to these Terms

We update these Terms when the service, prices, the law or platform rules change. The new date appears at the top of this page. When a change significantly affects an active paid service, we tell the business before it takes effect wherever we reasonably can. Using the service after the effective date means the updated Terms apply.

21. Contact and notices

For legal, billing, cancellation or privacy notices, please name the business and say what the request is about.

Maîtrise Business SystemsWebsite: maîtrise.netEmail: hello@maîtrise.netWhatsApp: +961 81 954 136