Terms of Service & Privacy Policy

By accessing or using Runbook, you agree to these Terms of Service. If you are using Runbook on behalf of a business or organisation, you confirm that you have the authority to bind that entity to these terms. If you do not agree, you must not use the service.

Runbook is a customer operations platform that enables businesses to manage inbound customer conversations across messaging channels, primarily WhatsApp via the Meta Business API. The platform includes AI-assisted response generation, automated messaging workflows, human agent handoff, booking support, and operational reporting.

Runbook is an internal business tool and is not a public-facing social or consumer platform.

• You are responsible for maintaining the security of your account credentials.
• You must ensure that all content sent through Runbook complies with applicable laws and regulations in your jurisdiction.
• You are solely responsible for obtaining and maintaining all required customer consents, opt-ins, and permissions for messaging through the platform, including compliance with applicable data protection and messaging laws.
• You must maintain your own compliance with Meta's WhatsApp Business Platform policies, including message template approvals and opt-in requirements.
• You confirm that you have the legal right to send messages to all recipients through the platform.
• You are responsible for reviewing and approving AI-generated responses where your workflows require human oversight.

Runbook operates in conjunction with third-party services including Meta (WhatsApp Business API), OpenAI, and cloud infrastructure providers.

• Runbook is not responsible for outages, downtime, or disruptions caused by third-party providers.
• Meta may change, restrict, or discontinue API access at any time.
• Runbook is not liable for any impact caused by such changes.
• Your WhatsApp Business Account is subject to Meta's policies and enforcement actions.
• Runbook has no control over account bans, suspensions, or restrictions imposed by Meta.

Your use of third-party platforms is subject to their respective terms and policies.

Runbook uses AI models (including OpenAI) to generate suggested or automated responses.

• AI-generated responses may be inaccurate, incomplete, or inappropriate.
• AI-assisted features may be configured to send responses automatically without human review.
• By enabling automated responses, you accept full responsibility for all messages sent through the platform.
• You are solely responsible for any communication sent to your customers, whether AI-generated or not.
• For sensitive use cases, including medical, legal, or financial matters, you must implement human review.

Runbook does not guarantee the accuracy, reliability, or suitability of AI-generated outputs for any purpose and is not liable for any outcomes arising from their use.

You agree not to use Runbook to:

• Send unsolicited, bulk, or spam messages.
• Violate Meta's WhatsApp Business Platform policies or messaging guidelines.
• Engage in illegal, abusive, fraudulent, or harmful activity.
• Impersonate another business or individual.
• Misrepresent your identity or affiliation.
• Use the platform in any way that could harm Runbook's relationship with third-party providers.

We reserve the right to suspend or terminate accounts that violate these conditions.

Access to Runbook is subject to the fees and billing terms agreed at the time of sign-up or in a separate agreement.

Fees are due according to the agreed billing schedule. We reserve the right to suspend access for non-payment.

All fees are non-refundable unless otherwise stated.

Runbook, including its software, design, and documentation, remains the property of Runbook and its licensors.

You retain ownership of your business data and customer content.

By using the platform, you grant Runbook a limited licence to process your data solely for the purpose of operating and improving the service.

Runbook does not sell your data.

Runbook is provided on an “as available” basis.

We do not guarantee uninterrupted, error-free, or secure operation of the service.

Service availability may be affected by:

• scheduled maintenance
• infrastructure failures
• third-party outages
• unforeseen technical issues

Runbook does not guarantee the preservation or recovery of any data, messages, or records. You are responsible for maintaining any backups required for your business operations.

To the fullest extent permitted by law, Runbook shall not be liable for any indirect, incidental, consequential, or loss-of-profit damages arising from your use of the service.

This includes, without limitation:

• third-party platform outages
• AI-generated response errors
• message delivery failures
• data loss
• payment-related issues

Runbook's total aggregate liability shall not exceed the fees paid by you in the three months preceding the claim.

Either party may terminate the agreement with reasonable notice as defined in your plan or agreement.

We may suspend or terminate your access immediately if:

• you breach these Terms
• you engage in prohibited conduct
• required by law or third-party providers

Upon termination, your access will cease and your data will be handled in accordance with our Privacy Policy.

If you have any questions about these Terms, please contact hello@rbmetrics.ai.

Runbook provides tools to support customer communication and automation workflows.

We do not guarantee any specific business outcomes, including but not limited to:

• increased sales
• higher conversion rates
• improved response times
• operational efficiency

If you use Runbook to manage communications on behalf of other businesses or clients, you represent and warrant that you have the authority to act on their behalf.

You are solely responsible for:

• all communications sent through those accounts
• compliance with applicable laws and platform policies
• obtaining required permissions and consents

You agree to indemnify and hold Runbook harmless from any claims arising from your use of the platform on behalf of third parties.

Runbook may facilitate the delivery of payment links through integrations with third-party payment providers.

Runbook does not process, store, or control payment transactions.

All payments are handled by third-party gateways.

You are responsible for:

• ensuring accuracy of payment information
• compliance with applicable financial regulations
• resolving payment disputes directly with the payment provider

Runbook is not liable for payment failures, disputes, fraud, or transaction errors.