Terms of service

Last updated: 26 September 2026

These terms govern your use of Companion. By creating a workspace or using the service you agree to them. If you are agreeing on behalf of a business, you confirm you are authorised to bind it.

Who you are contracting with

The service

We provide software that lets a business connect one or more WhatsApp numbers and manage the resulting conversations with its customers in one shared inbox: replying, assigning conversations to staff, sending products, payment links, booking and other forms from inside the chat, automating follow-ups and keeping a shared history.

The service is available on the web, in our iPhone app, and through an optional chat widget you can place on your own website. These terms cover all of them.

We are not affiliated with, endorsed by, or acting on behalf of Meta. WhatsApp is a trademark of Meta Platforms, Inc.

Your WhatsApp number and account

Your WhatsApp Business account and the phone numbers on it belong to you. They are created in, and held by, your own Meta business portfolio — not ours. We never take ownership of a number, and we cannot and will not hold one to keep you as a customer.

When you connect a number you grant us access to it as your technology provider. That access is yours to withdraw: you may remove us at any time from Meta Business Suite, without asking us first and without ending your agreement with Meta.

If you leave us, you keep the number, the WhatsApp Business account, your message templates and your business verification status. Within five working days of you asking, or of your workspace closing, we will remove ourselves as a partner on your account so that you or another provider can take over. We will help you move to another provider if you ask, and we will not charge you for doing so.

Your account

You and the people you invite sign in with a one-time code sent by email, or with Google or Apple. You are responsible for the accuracy of the details you give us, for the activity of everyone you invite to your workspace, and for keeping access to the email addresses and the Google or Apple accounts used to sign in. Tell us promptly if you believe an account has been accessed without authorisation.

Acceptable use

You must use the service in compliance with the WhatsApp Business Messaging Policy, the WhatsApp Business Terms of Service and Meta’s platform terms. Those terms apply to you directly and we cannot waive them.

In particular you must obtain opt-in from the people you message, must not send unsolicited marketing, and must not use the service for anything unlawful or for content Meta’s commerce and business policies prohibit.

Breaching Meta’s policies can result in your number being rate-limited, suspended or removed by Meta. That is Meta’s decision, not ours, and we cannot reverse it.

The iPhone app

Our iPhone app is licensed to you under Apple’s standard Licensed Application End User License Agreement, together with these terms. Where the two differ about the app itself, these terms apply between you and us. Apple is not a party to these terms and has no obligation to provide support or maintenance for the app; that is ours. The app needs a Companion workspace: it does not create one.

The website chat widget

If you add our chat widget to your website, it lets visitors message your business and continue the conversation on WhatsApp. You decide where it appears and what it asks visitors for. You are responsible for telling your visitors about it in your own privacy notice, and for any consent your law requires. The widget keeps a small record of the visitor’s chat in their browser’s storage so a conversation survives a page reload. Chats started in the widget are your customers’ data, handled as described in the next section.

Other services you connect

You can connect services such as your online store, payment providers and your own systems through webhooks. When you do, you instruct us to send them the data they need, and what they do with it is governed by your agreement with them, not by these terms. You are responsible for the addresses you tell us to send data to.

Your customers’ data

You remain the controller of the conversations that flow through your workspace. We process them only on your instructions, as a processor, under our data processing agreement, which forms part of these terms.

You are responsible for having a lawful basis to message your customers and for responding to their data protection requests. We will assist you with those requests as the agreement requires.

Fees

The fees for the service, and the billing period, are those of the plan you choose in the product or set out in a written order agreed with you. Where no fee has been agreed, the service is provided free of charge and either of us may end it at any time.

A new workspace starts with a 14-day free trial. Paid plans roll monthly, or yearly if you choose an annual plan, and are billed in advance through our payment provider, Stripe. There is no minimum term and no notice period: you can cancel at any time in your workspace settings, and you keep full use of the service until the end of the period you have already paid for. We do not refund part periods, except where the law requires it.

The iPhone app is free to download and sells nothing. Subscriptions are managed on the web.

We will give you at least 30 days’ written notice before changing your fees. If you do not accept a change you may end the agreement before it takes effect.

Meta charges separately for messages sent through the WhatsApp Business Platform. Those charges are between you and Meta and are not included in anything you pay us. You add your own payment method to your WhatsApp Business account and Meta bills you directly for what you send. We never see your card, we do not resell Meta’s messaging, and we take no margin on it.

If you do not keep a valid payment method on your WhatsApp Business account, Meta will stop delivering your messages. That is between you and Meta, and it is not something we can lift.

Availability and support

We aim to keep the service available but do not guarantee uninterrupted access. Parts of the service depend on Meta, and on our hosting and database providers, and may be affected by their outages. We will give reasonable notice of planned maintenance where we can.

Support is through our support page or by email to support@msgcompanion.com. We aim to acknowledge requests within one working day. We do not currently offer a contractual service level; if you need one, talk to us.

Intellectual property

We retain all rights in the software and the service. You retain all rights in your own content and in your customers’ conversations. Nothing in these terms transfers ownership either way.

Liability

Nothing in these terms limits or excludes either party’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited.

Subject to that, neither party is liable for loss of profit, loss of business, loss of anticipated savings, loss of goodwill, or any indirect or consequential loss, however arising.

Subject to the two paragraphs above, our total liability arising out of or in connection with the agreement, whether in contract, tort including negligence, or otherwise, is limited to the total fees you paid us in the 12 months before the claim arose, or £100 if no fees have been paid.

You are responsible for your own use of the service, including the messages you send and your compliance with Meta’s policies and with data protection law.

Ending the agreement

You may close your workspace at any time. We may suspend or end access if you breach these terms, if required by Meta, or if required by law. Where we can reasonably do so, we will warn you first and give you a chance to put things right.

On termination we will delete or return your data as set out in the privacy policy and the data processing agreement. You can export your conversations, contacts, bookings and audit history as CSV from your workspace settings at any time, including after a subscription has lapsed.

Your WhatsApp number and account stay yours, and we will remove our access to them as set out above.

Changes to these terms

We may update these terms. If a change materially affects you we will tell you before it takes effect. The date at the top always shows the current version.

General

These terms, together with the data processing agreement and any written order, are the whole agreement between us. If any part is found unenforceable, the rest continues to apply. Neither of us may assign the agreement without the other’s consent, except to a company that acquires our business. Nobody other than you and us has any right to enforce these terms.

Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Contact us

Questions about these terms go to support@msgcompanion.com or to the registered office above.