Terms of Service

Last updated: 13 October 2026

Conciergr is a service provided by LONUT (UEN 53462899X), a sole proprietorship registered in Singapore ("LONUT", "we", "us"). These terms govern the services LONUT provides to its business clients, and your use of this website.

Services

LONUT provides messaging automation, WhatsApp Business Platform integration, and related software services. The specific scope, fees, and service levels for each client are set out in a separate written agreement between LONUT and that client. Where those agreements differ from these terms, the agreement prevails.

Client responsibilities

Clients using our messaging services must:

• Hold the rights to the phone numbers and business accounts we connect on their behalf;
• Comply with the WhatsApp Business Terms of Service, the Meta Platform Terms, and WhatsApp's Business Messaging Policy, including rules on opt-in and acceptable message content;
• Comply with applicable law, including Singapore's Personal Data Protection Act 2012 and Spam Control Act, in their use of the systems we operate.

The client agrees that we may delete personal data about the client's customers when those customers ask us to, as described in our Privacy Policy, and we will tell the client when we do.

Chat history at connection

Connecting a WhatsApp number in coexistence mode causes Meta to deliver a one-time copy of that number's recent chat history to our systems (the client chooses in the WhatsApp Business app whether to share it). By connecting a number, the client authorises us to receive and store that history, to make it available to the client's automated assistant so that it can reply in the context of earlier conversations, and to analyse it once, with contact details and identification numbers masked, via our AI provider, to draft a summary of commonly given information and a description of the team's tone of voice for the client's review, as described in our Privacy Policy. Those drafts are inferred from past conversations and may be incomplete or wrong; the client is responsible for checking them before using them. We retain the imported history while the subscription is active and for 90 days after it ends, then delete it, or earlier at the client's request. The client warrants that it has given any notices and obtained any consents that applicable data protection law requires towards the client's own customers in connection with this import and the client's use of our services.

Team Inbox

Every Conciergr plan includes the Team Inbox, where the people a client adds to its team sign in individually to read the client's WhatsApp conversations and answer them from the client's number. The client decides who is on its team and in which role, is responsible for everything its team sends, and removes a person when they should no longer have access. Each reply a team member sends, from the Team Inbox or from the client's WhatsApp Business app, is recorded with who sent it (a reply from the app is recorded as the team's, not a person's) and how long the customer waited, and is scored automatically for quality, as described in our Privacy Policy; these records and scores are shown only to the client's own people. The scores are automated judgements that may be wrong: they are an aid to the client, not an assessment by us, and the client is responsible for any decision it makes about its staff and for telling its team, as applicable law requires, that their replies are recorded and scored. Photos, voice notes, videos and documents in the client's conversations are kept for 90 days and then deleted.

Aggregated statistics

We may publish statistics about how the service is used, such as the share of enquiries that arrive outside business hours or how quickly replies are sent, calculated from message times and counts across several clients. Published statistics never include what any message says and never name or identify a client, a client's customer or any other person.

Conciergr Timetable

Every Conciergr plan includes Conciergr Timetable, LONUT's class timetable service at timetable.conciergr.com, which the client's automated assistant may read. A client's use of the Timetable is governed by the Conciergr Timetable Terms of Service, including its Data Processing Addendum, which form part of these terms for that client; on anything about the Timetable, those terms prevail. The Timetable's paid API access is included in the client's Conciergr plan at no extra charge, and the Timetable's free-tier limits and inactivity rules do not apply while the plan is active. Timetable data is deleted 90 days after the plan ends, unless the client asks for it to be kept on the Timetable's own terms.

Acceptable use

Our services may not be used to send unsolicited bulk messages, deceptive or unlawful content, or to harass any person. We may suspend service where continued operation would breach platform policies or applicable law.

Third-party platforms

Our services depend on third-party platforms, including the WhatsApp Business Platform operated by Meta. We are not responsible for outages, policy changes, or actions taken by those platforms, though we will make reasonable efforts to adapt our services when they occur.

Conciergr guarantees

For clients of Conciergr (conciergr.com), two service guarantees apply unless a client's separate written agreement expressly modifies them:

• Wrong-answer month waiver. If a reply sent by a client's assistant to a customer states a factual claim about the client's business that is not supported by the client's Source Documents as they stood at the time of the reply, the client's Conciergr subscription fee for the calendar month in which that reply was sent is waived — refunded as an account credit if already paid, or not charged. One waiver applies per calendar month, however many replies or underlying causes that month contains; a qualifying reply during a free trial waives the first month's charge after the trial. Claims must be made within 30 days of the reply and identify the specific reply; LONUT determines qualification in good faith, with the per-reply source log as the deciding record. The waiver is the sole remedy for a qualifying reply and has no cash value beyond the credited fee. Not covered: statements that reflect errors in the client's own documents, greetings and stylistic phrasing, and content outside the assistant's answering role.
• Setup guarantee. If a client's assistant is not answering customer messages within 14 days of the point where the client's WhatsApp number is connected and its Source Documents have passed Conciergr's automated verification, LONUT will provide direct assistance at no charge until it is. Passing that automated verification is the only completeness condition on the client's documents.

Guarantee claims: [email protected].

No warranty

Except as expressly stated in these terms (including the Conciergr guarantees) or in a client's separate written agreement, our services are provided "as is". Automated replies are generated by AI systems and, while designed to answer only from the client's own documents, are not warranted to be error-free; we do not warrant uninterrupted operation, and our services depend on third-party platforms outside our control.

Suspension and termination

Clients may cancel a paid subscription at any time, effective at the end of the current billing period. A free trial may be cancelled at any time before its first charge; it ends when it is cancelled and nothing is charged. We may suspend or terminate service where continued operation would breach platform policies or applicable law, or where fees remain unpaid. When a Conciergr subscription ends or lapses, the assistant stops replying immediately; the client keeps using WhatsApp as before. We retain the client's configuration, knowledge base and conversation records (including imported chat history, the client's team list and reply scores) for 90 days after lapse so service can be resumed, then disconnect the number and delete them.

Indemnity

The client indemnifies LONUT against third-party claims arising from the content of the client's own documents and messages (including the replies its team sends from the Team Inbox), from decisions the client makes using reply scores, from the client's breach of messaging platform policies or applicable law, or from the client's failure to give the notices or obtain the consents described above.

Liability

To the maximum extent permitted by law, LONUT's aggregate liability to a client is limited to the fees paid by that client for the service in the three months preceding the claim. We are not liable for indirect or consequential loss.

Changes to these terms

We may update these terms from time to time. Material changes will be notified to active clients by email or via the service before they take effect; continued use after that date constitutes acceptance.

Governing law

These terms are governed by the laws of Singapore, and disputes are subject to the exclusive jurisdiction of the Singapore courts.

Contact

Questions about these terms: [email protected].