Terms of Service

1. About these terms

LeedLoop is operated by RootLink Software (Pty) Ltd ("RootLink", "we", "us"). These terms apply to two groups of people:

• Business clients — companies that engage RootLink to operate messaging and lead-routing on their own WhatsApp numbers, Facebook Pages and Instagram accounts.
• Members of the public — people who message, or comment on the content of, a business account operated through LeedLoop.

By using the service you agree to these terms. If you do not agree, please do not use the service.

2. What the service does

LeedLoop is a first-party tool used by a business to respond to its own customers. On behalf of the business client, and only on accounts that client owns and has authorised, LeedLoop may:

• Reply to WhatsApp messages sent to the business's WhatsApp Business number
• Reply to Facebook Messenger and Instagram messages sent to the business's account
• Reply publicly to comments left on the business's own posts and advertisements
• Send a private message to a person who has commented on the business's post
• Answer product questions and pass the person to a human salesperson or a stocking retailer

Replies may be generated automatically. LeedLoop only ever messages people who contacted the business first, and only within the messaging windows Meta permits.

3. Automated replies and their limits

Some replies are produced by an automated system. We work to keep them accurate, but automated answers can be wrong or incomplete. Nothing sent through LeedLoop is a binding offer, a quotation, or professional advice. Prices, stock levels and availability are indicative and are confirmed by the business or the retailer, not by us.

If you would prefer to speak to a person, reply saying so and the conversation will be passed to the business's team.

4. Acceptable use

When interacting with an account operated through LeedLoop, you agree not to:

• Send unlawful, abusive, threatening, defamatory or deliberately misleading content
• Send spam, bulk unsolicited messages, or advertise unrelated products
• Attempt to gain unauthorised access to the service or interfere with its operation
• Impersonate another person or business

We may hide comments and stop responding to any account that breaches this section.

5. Obligations of business clients

If you engage RootLink as a business client, you confirm that:

• You own, or are authorised to operate, each WhatsApp number, Facebook Page and Instagram account connected to the service
• Product, pricing and distributor information you supply to us is accurate and yours to publish
• You will comply with the Meta Platform Terms, the WhatsApp Business Messaging Policy and applicable consumer protection and data protection law

You remain the controller of your customers' personal information. RootLink processes it on your instructions.

6. Third-party platforms

The service operates on infrastructure provided by Meta Platforms, Inc. Your use of WhatsApp, Facebook and Instagram is also governed by Meta's own terms and policies. We do not control those platforms and are not responsible for their availability, their decisions, or changes they make to their APIs.

7. Availability

We aim to keep the service running continuously but do not guarantee uninterrupted availability. The service may be unavailable during maintenance, during a platform outage, or for reasons outside our control.

8. Privacy

Our handling of personal information is described in our Privacy Policy. You can request deletion of your data at any time — see our Data Deletion Instructions.

9. Intellectual property

The LeedLoop platform, its software and its documentation remain the property of RootLink Software. Business clients receive a non-exclusive, non-transferable right to use the service for the duration of their agreement. Content supplied by a business client remains that client's property.

10. Liability

To the fullest extent permitted by South African law, RootLink is not liable for indirect or consequential loss, lost profits, or loss arising from reliance on an automated reply. Nothing in these terms excludes liability that cannot lawfully be excluded, including under the Consumer Protection Act.

11. Suspension and termination

A business client may terminate in line with their service agreement. We may suspend or terminate access where these terms are breached, where required by Meta, or where required by law.

12. Governing law

These terms are governed by the laws of the Republic of South Africa, and the South African courts have jurisdiction over any dispute arising from them.

13. Changes to these terms

We may update these terms from time to time. The date at the top of this page reflects the last update. Continued use of the service after a change constitutes acceptance of the updated terms.