Terms of Service

Welcome to Orqestra. These Terms of Service ("Terms") govern your use of the Orqestra platform ("Service") operated by Harmoni Mitra Tekno ("HMT", "we", "us", or "our"). Orqestra is a multi-channel communication platform for WhatsApp and Instagram.

By accessing or using Orqestra, you agree to be bound by these Terms. If you disagree with any part of the Terms, you may not access the Service.

1. Service Description

Orqestra is a multi-channel communication platform that provides:

• Team Inbox: Shared inbox for managing WhatsApp and Instagram conversations across your team
• Conversation Flows: Visual flow builder for automated customer interactions with support for text, interactive buttons, templates, HTTP requests, AI/LLM calls, conditions, and more
• Broadcasts: Template message campaigns to segmented audiences
• AI Copilot: AI-powered responses using your organization's knowledge base, with support for multiple LLM providers (OpenAI, Anthropic, Google Gemini, Groq, Ollama, Dify)
• Instagram Engagement Suite: Comment moderation, content management, auto-reply, and DM handling for Instagram
• Ticketing: Customer support ticket management
• Analytics: Performance dashboards and reporting

The Service integrates with the official WhatsApp Business Cloud API through Meta and the Instagram Graph API, and is subject to Meta's terms and policies.

2. Account Terms

Registration

• You must be at least 18 years old to use this Service
• You must provide accurate and complete registration information
• Email verification is required to activate your account
• You are responsible for maintaining the security of your account credentials

Organization Ownership

• The person who creates an organization is designated as the Owner
• Owners have full administrative rights over the organization
• Owners can assign roles and permissions to team members using our 31-permission RBAC system
• You may only connect WhatsApp Business numbers and Instagram accounts that you own or have authorization to use

Account Security

• You must notify us immediately of any unauthorized access to your account
• We are not liable for losses caused by unauthorized use of your account
• Sharing account credentials is prohibited

3. Acceptable Use

You agree NOT to use Orqestra to:

• Violate WhatsApp Business Policy, Instagram's Terms of Use, or Meta's terms of service
• Send spam, unsolicited messages, or messages without proper consent
• Engage in illegal, fraudulent, or deceptive activities
• Harass, abuse, or harm other users or third parties
• Transmit malware, viruses, or other malicious code
• Attempt to gain unauthorized access to our systems
• Reverse engineer, decompile, or disassemble the Service
• Resell or redistribute the Service without authorization
• Exceed your subscription's usage limits through automated means

4. Subscription & Billing

Packages

Orqestra offers tiered subscription packages: Free, Starter, Pro, and Enterprise. Each package includes specific limits for flows, broadcasts, users, sessions, and AI credits.

Billing Cycles

• Paid subscriptions are billed monthly or annually in advance
• Annual subscriptions receive a discount (10-25% depending on tier)
• Usage credits (broadcasts, sessions, AI) reset monthly regardless of billing cycle
• Free tier subscriptions have no billing cycle and limited features

Payment

• Payments are processed through DOKU payment gateway
• All prices are in Indonesian Rupiah (IDR) unless otherwise stated
• You authorize us to charge your payment method for recurring fees
• Failed payments may result in service suspension

Upgrades & Downgrades

• Upgrades: Take effect immediately upon payment; you can choose immediate application or schedule for next billing cycle
• Downgrades: Take effect at the end of your current billing period
• Downgrading may require reducing usage to fit within new limits

Refunds

• Subscription fees are generally non-refundable
• Refunds may be considered on a case-by-case basis for service issues
• No refunds for partial months or unused credits

5. Usage Limits

Each subscription package includes the following limits:

When limits are reached, certain features may be restricted until the next billing period or until you upgrade. We will notify you when approaching limits.

6. Intellectual Property

Our Rights

Orqestra, including its design, features, and documentation, is owned by Harmoni Mitra Tekno and protected by intellectual property laws. You may not copy, modify, or create derivative works based on the Service.

Your Content

You retain ownership of content you create or upload (messages, knowledge base documents, templates). You grant us a limited license to use this content solely to operate the Service on your behalf.

Feedback

If you provide feedback or suggestions, we may use them without obligation to compensate you.

7. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND.

• We do not guarantee uninterrupted or error-free service
• We are not responsible for WhatsApp API or Instagram API availability or changes by Meta
• We are not responsible for AI response accuracy from any integrated LLM provider
• Message delivery depends on WhatsApp's and Instagram's infrastructure and recipient availability
• We do not guarantee any specific business outcomes from using the Service

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HMT SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, OR GOODWILL.

Our total liability shall not exceed the amount you paid us in the 12 months preceding the claim.

9. Termination

By You

• You may cancel your subscription at any time from Settings
• Cancellation takes effect at the end of your current billing period
• You can request immediate cancellation with downgrade to Free tier

By Us

We may suspend or terminate your account if you:

• Violate these Terms or our Acceptable Use policy
• Fail to pay subscription fees
• Engage in activities that harm our Service or other users

After Termination

• Your data will be retained for 30 days, then permanently deleted
• You may request an export of your data before termination
• We retain billing records as required by law

10. Governing Law

These Terms are governed by the laws of the Republic of Indonesia. Any disputes arising from these Terms shall be resolved through the courts of Indonesia.

11. Changes to Terms

We may modify these Terms at any time. We will provide notice of material changes via email to organization administrators. Continued use of the Service after changes constitutes acceptance of the new Terms.

12. Contact Us

If you have questions about these Terms, please contact us: