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Draft, to be reviewed. This page has not yet been reviewed by a lawyer and may change before Hiro takes on clients.

Terms of service

Last updated: 8 November 2026 (draft)

These terms apply when a business (“you”) engages Vibe Projection PLT ([LLP registration no.]), trading as Hiro (“Hiro”, “we”) to set up and run Hiro. Each client also signs an order form (plan, fees, start date, WhatsApp connection method) and a data processing agreement. If they differ from these terms, the order form wins.

1. The service

Hiro drafts replies, quotes, invoices, reminders, run sheets and briefs for your business, based on the playbook and price list we agree with you. Hiro is an AI-run service that we set up and supervise; it is not a person.

2. You approve what goes out

  • Hiro does not send messages to your clients on its own. Every client message waits for a member of your team to approve, edit or skip it.
  • Quotes and invoices are created as drafts in your accounting software. Finalising them, and all prices, discounts and payment terms, are your decisions.
  • You are responsible for messages your team approves and for keeping your playbook and price list up to date. Tell us when they change.

3. Fees

  • A one-time setup fee and a monthly fee, as set out in your order form. Monthly fees are invoiced in advance.
  • Minimum term of 3 months from go-live, then month to month. Either side can end it with 30 days' written notice after the minimum term.
  • The setup fee is paid in two halves: the first half before setup starts, the second when Hiro is live and you have approved its drafts on your own enquiries. It is not refundable, except under the guarantees below.
  • Third-party charges, such as Meta's WhatsApp conversation fees on the Official connection, are passed through at cost.
  • [PLACEHOLDER: late payment terms, and SST / GST treatment.]

4. Guarantees

  • Live in 14 days. Hiro will be live on your number within 14 days of your setup call, or we refund the setup fee you have paid.
  • 5-minute drafts. From go-live, every new enquiry will have a draft waiting for your team within 5 minutes, day or night. If Hiro's own log shows we missed that on more than 5% of new enquiries in a calendar month, that month's monthly fee is waived.
  • 10 hours a week back. Hiro saves your team 10 hours a week within 60 days, or we refund your setup fee. We agree how time is measured with you at setup (a simple before-and-after log of time spent on replies, quotes and payment follow-ups). Claim it within 14 days after day 60.

The guarantees apply when you give us access to your WhatsApp, accounting software and price list within 3 days of the setup call. Days when Hiro could not work because your WhatsApp number was restricted, banned or disconnected, or because we were waiting on you, don't count. The setup fee is refunded at most once. [PLACEHOLDER: lawyer to confirm the wording.]

5. How Hiro connects to WhatsApp (you choose)

You choose one of two connection methods in your order form, and you can switch at any time.

  • Official connection. Hiro connects through Meta's WhatsApp Business Platform (Cloud API), where available keeping your WhatsApp Business app working on the same number. Meta's policies apply, including approved templates for messages sent outside the 24-hour window, and Meta's conversation fees.
  • Quick Connect (linked device). Hiro connects by linking to your WhatsApp account as a linked device, the same way WhatsApp Web does, by scanning a QR code. Quick Connect is not provided, approved or supported by Meta or WhatsApp, and using it may breach WhatsApp's terms of service. WhatsApp may restrict, suspend or permanently ban a number that uses it, at any time, without notice, and a ban may not be reversible.

If you choose Quick Connect, you confirm in your order form, and by using it, that:

  • we have told you the risks above, you understand them, and you choose Quick Connect at your own risk;
  • you own or are authorised to use the WhatsApp account and number you link, and have the consent of anyone whose phone holds it;
  • you will keep your own copies of important chats and contacts, and have a plan for reaching clients if the number stops working;
  • any restriction, suspension or ban of your number or account, and any loss that follows from it (including lost messages, contacts, bookings, revenue or goodwill), is your responsibility and not ours, except to the extent it is caused by our breach of section 6; and
  • a restriction, suspension or ban does not entitle you to a refund, credit or the guarantee.

You can move from Quick Connect to the Official connection at any time; we'll help, and charge only any Meta-side costs. We may stop offering Quick Connect, or suspend it for your account, if we believe it puts your number or our service at risk; we'll give you as much notice as we reasonably can.

6. How we look after your WhatsApp

On either connection, we take reasonable care to keep your number in good standing. In particular, Hiro:

  • never sends a client message without your team's approval;
  • does not send bulk, broadcast or unsolicited first messages to people who haven't contacted you;
  • paces messages and follows WhatsApp's published guidance on business messaging.

You must not use Hiro to send spam, bulk or unsolicited messages, or anything unlawful, and you are responsible for your team's messaging conduct on your number, including messages sent outside Hiro.

7. Your data

Your data stays yours. We use it only to provide the service, as described in our privacy policy and your data processing agreement. When you leave, we return or delete it on request.

8. Liability

  • We take care to make Hiro's drafts accurate, but every draft is checked by your team before it is used, and you are responsible for what you send and finalise.
  • We are not liable for the acts or decisions of third-party platforms (including Meta, WhatsApp and your accounting software), including restricting, suspending or banning your number or account, or changing or withdrawing their services.
  • We are not liable for indirect or consequential loss, such as lost profits, bookings, revenue, data or goodwill.
  • Our total liability to you in any 12 months is capped at the fees you paid us in those 12 months. [PLACEHOLDER: lawyer to confirm the cap and its exceptions.]
  • Nothing in these terms limits liability that cannot be limited by law.

9. Indemnity

You agree to cover our reasonable losses and costs from claims by third parties (including your clients and platform providers) arising from the content you approve and send, your messaging conduct, your choice of Quick Connect, or your breach of these terms or of the law. [PLACEHOLDER: lawyer to confirm.]

10. Ending the service

After the 3-month minimum term, either side can end the service with 30 days' written notice. Fees are due up to the end of the notice period. Either side may end it straight away if the other seriously breaches these terms and doesn't fix it within 14 days of notice. On exit we unlink any linked device, hand back your playbook, price list and data on request, then delete your data within [PLACEHOLDER: 30] days.

11. Governing law

These terms are governed by the laws of Malaysia, and the courts of Kuala Lumpur have jurisdiction. [PLACEHOLDER: lawyer to confirm, and to set the position for Australian clients.]

Contact

Email hello@hirocrew.com.