Qiscus Terms of Service

General Provisions

This Terms of Service agreement (the “Agreement”) governs the relationship between users of our products and services (hereinafter referred to as the “User”, “you”, or “your”) and Qiscus (hereinafter referred to as “Qiscus”, “we”, “us”, or “our”) in relation to the use of the services provided by Qiscus. The User and Qiscus are hereinafter collectively referred to as the “Parties” and individually as a “Party”. This Agreement governs the rights and obligations of all Users who access or use of Qiscus Services.

Please read these Qiscus’ Terms of Service carefully.

By accessing the Platform, creating an account, or using one or more Qiscus products and services, you acknowledge that you have read, understood, agreed to, and are legally bound by this Agreement. This Agreement forms an integral part of and shall be construed as a commercial contract between you and us.

About Qiscus

Qiscus is an Agentic Customer Engagement platform that enables businesses to deliver relevant Customer Experience (CX) and engage in real-time, large-scale conversations.

Definitions

Unless specifically stated otherwise, the following terms shall apply for this Agreement:

"Agents" refers to the individuals the User authorizes to utilize the system or application for the purpose of delivering services to customers.
"Application" refers to the software platform owned and developed by Qiscus to help users access the Service.
"App ID" is a unique alphanumeric string served as an identification code to distinguish user accounts.
"Account" refers to a User’s identification on the Qiscus platform (including username, password, authentication credentials, profile, settings, and related data), which grants access to the Services.
"Data" refers to any and all data shared by the User with Qiscus and relevant Third Parties pursuant to this Agreement, including, but not limited to, personal data and anonymised data.
"Personal Data" refers to any information, whether direct or indirect, pertaining to a natural person who is identified or identifiable.
"Features" refers to services or components integrated within the platform that utilize technology, including but not limited to artificial intelligence, for the purpose of processing data, generating content, offering recommendations, or enabling specific functionalities, as Qiscus shall determine periodically.
"Calendar Day" is Monday to Sunday, including working holidays or national holidays regulated by the Government of the Republic of Indonesia.
"Business Day" is Monday to Friday every week, except for working holidays regulated by the Government of the Republic of Indonesia.
"Intellectual Property Rights" refers to all information (whether recorded or not and, if recorded, in any form on any medium and by any person recorded) belonging to each Party, relating to all or part of its business secrets, designs, know-how, adaptations, inventions, methods, advertisements, advertising campaigns, plans and technical information, client lists, trade names, trademarks, patents, utility models, domain names, copyrights and related rights (including, but not limited to, rights in computer software), topographical rights, rights in databases, technical documents, source codes, know-how and other intellectual property rights and all extensions thereof having equivalent or similar effect anywhere in the world.
"Confidential Information" means all information (whether written, oral, in electronic form or other media) relating to each Party’s business, employees, officers, partners, suppliers, finances or business methods, including but not limited to personally identifiable information (PII), know-how, trade secrets, financial information, source code, products, developments, designs, agreements, transactions, relationships or any other confidential information received or obtained during the implementation of this Agreement.
"Term" refers to the definition specified in Section 8 of this Agreement.
"Force Majeure" refers to any occurrences beyond the reasonable control of one or both Parties that hinders or postpones the fulfillment of obligations under this Agreement.
"Services" refers to the applications, features, integrations, and add-ons provided by Qiscus, including but not limited to Qiscus Omnichannel Chat, Qiscus AgentLabs, Qiscus HelpDesk, Qiscus App Center, Qiscus Shop, Qiscus CDP, Qiscus Call Center, Qiscus Agent Copilot, Qiscus Survey, and other third-party integrations with Qiscus products and services.
"Subscription Period" refers to the duration during which the User has an active subscription of the Services.
"Monthly Active User (MAU)" refers to the number of users who interact with the system/application in 1 (one) calendar month. Interactions where the system or application unilaterally sends a message without a subsequent customer response shall not be included in the calculation of Monthly Active Users (MAU).
"User" refers to any individual or legal entity using the Qiscus Services.
"Plan" refers to the subscription package preferred by the User based on pricing, features, and allocated MAU and/or Agents designated in the plan.
"Third Party" means any individual or entity other than the Parties and their affiliates, including but not limited to Third Parties that provide products and services for the Services and Applications.

Account Registration and User Obligations

Account Creation Requirements

You shall not use bots, scripts, or any form of automated means to create an Account. Except as expressly permitted under this Agreement, you shall not share your Account and/or grant access to any third party without our prior written consent.

User Obligations

To use the Services, you must complete the Account registration process by providing true, complete, and accurate information according to our terms.
You are solely responsible for maintaining the confidentiality and security of your Account credentials, including username, email address, and password.
You shall be fully responsible for all activities conducted through your Account, whether authorised or unauthorised by the User.
You must promptly notify us of any actual or suspected security breach, unauthorised access, or misuse of your Account by informing us through written notification sent to [email protected] and [email protected].

Intellectual Property Rights

You shall not use, reproduce, record, distribute, or disclose any information relating to Qiscus’s property, assets, technology, or Services without our prior written consent.
All Intellectual Property Rights in the Services remain the exclusive property of Qiscus. Subject to this Agreement, Qiscus grants you a limited, non-exclusive, non-transferable licence to use the Services during the Subscription Period.
You retain all rights to the data you provide to us in connection with your utilization of the Services.

Support

Non-Enterprise Users

Response Time. Best-effort response within two (2) Business Days from ticket submission for all technical issue.
Support Channels. Troubleshooting and installation assistance is available exclusively through the official documentation and ticketing system
Status Monitoring. Real-time status updates and incident reports can be accessed through website status.qiscus.com.
Service Availability. Target uptime of 99% on a best-effort basis.
Maintenance. Routine maintenance activities and periodic minor updates are conducted to ensure system stability.
Access to Helpdesk. All problem reporting and escalation procedures must be channeled through our Helpdesk Service at support.qiscus.com.
Operational Hours: Support services are available on weekdays (Monday–Friday) from 9:00 to 17:00 Western Indonesian Time (GMT+7).

Enterprise Users

Enterprise Users shall be entitled to support in accordance with the Service Level Agreement (SLA) as stipulated in a separate formal agreement between the Parties.

Fees, Billing, and Payment Terms

Subscription Fee. Subscription Fee is determined by pricing tier and based on the volume of Monthly Active Users (MAU), the total count of Agents, preferred Plan, and Renewal/Licensing/Subscription.
Total MAU. Should the volume of MAU or Agents exceed the threshold for the current pricing tier, then the User in this case may implement:

Additional (add-ons) for the current month in accordance with the applicable pricing structure;
Switch to a higher tier and Subscription Fee adjustments will be made.

Number of Agents. Should the number of agents exceed the maximum limit for the current pricing tier, you cannot add new agents. You can submit a request for an additional agent through us. The inclusion of extra agents requires our prior approval and may be subject to additional charges, as stipulated by the relevant term and conditions.
Payment Term. Payment terms are adaptable to accommodate user requirements (monthly, quarterly, semiannually, or annually), subject to a minimum subscription duration of one (1) year.
Post-paid Subscription Scheme. The payment term for postpaid scheme is required within fourteen (14) Business Days of the invoice receipt date, either in the form of a soft copy or a printed copy, whichever is first received by you.
Upfront Payment. Subscription Fee must be paid 100% upfront no later than fourteen (14) Business Days of the invoice receipt date, either in the form of a soft copy or a printed copy, whichever is first received by you. The amount of your Subscription Fee is detailed on the official invoice issued by us.
Adjustment of Subscription Fee. Subscription Fee is subject to change at any time, including Subscription Fee for integrated services provided by Third Parties. Changes to the fees charged by Third Parties are at their sole discretion. We will send you a notification of any change to the Subscription Fees at least fourteen (14) Business Days before the new Subscription Fee takes effect.
Payment Discrepancy. Should the price for the Service be adjusted, including but not limited to an increase, the revised price shall be effective from the date Client received the notification.

Should the updated price not be fully reflected in the invoice issued to the User, whether due to administrative error, system issues, or other reasons, QISCUS retains the right to issue a supplementary invoice for the outstanding balance.
User hereby agrees to pay the discrepancy amount in accordance with the applicable payment terms upon receipt of the corrected invoice.
Qiscus’ failure to collect the full amount due at the time of the initial invoice issuance shall not constitute a waiver of its right to collect the remaining outstanding balance.

Penalty. In the case of delayed payment, you will be charged of fines of of 10/00 (one per mil) or 0.1% (zero point one percent) of the outstanding Subscription Fee (before VAT) for every 1 (one) late Business Day after the due date of the invoice, with a maximum fine of 5% (five percent) of the paid Subscription Fee (before VAT) by direct billing to the User.
Miscellaneous. The payment terms outlined in the billing documents and/or other formal contracts are considered an integral part of this Agreement. In the event of any future conflict or discrepancy in interpretation, the specific provisions contained within the billing documents and/or formal contracts executed by both Parties shall take precedence.

WhatsApp Business Account Credit Top-up

User agreed that any purchase of WhatsApp Business Account Credit (“WABA Credit”) is non-refundable in all circumstances, including the conclusion of the Active Subscription Period.
The remaining WABA Credit associated with a WhatsApp Business Account (“WABA”) cannot be reused and/or transferred in the event of a change of number on the WABA with the same WABA ID.
Should you transition from a prepaid to a postpaid service, any unused WABA Credit will be applied to offset your subsequent postpaid WABA usage until the credit is fully spent, with no new invoice generated. A new invoice does not nullify the requirement to settle any invoices previously issued.
Qiscus Billing Terms. Should any fees be incurred for Qiscus services (including but not limited to the utilization of a WhatsApp Business Account), the User is obliged to adhere to the billing terms stipulated in the invoice issued by Qiscus, including the official payment deadline and nominal amount to be paid.
Should the User receive a discount from Meta and subsequently fail to cover the resulting difference in cost, we shall not be obligated to assume that expenditure. We reserve the right to modify and/or suspend the Service until the User has finalized all outstanding payments.
WABA Credit top-ups will only be processed after Qiscus receives payment in full.

Credit Usage and Transfer per App ID

Credit Balance associated with a specific App ID are non-transferable and may not be utilized or assigned to another App ID.
Notwithstanding the preceding stipulations, should the WhatsApp Business Account (WABA) Number undergo a change or migration to an alternative App ID, the Credit Balance may be transferred and utilized on the new App ID, upon verification and approval from Qiscus.
Qiscus reserves the right to determine the eligibility and/or technical aspects of each Credit transfer application in connection with modifications or migration of the WABA Number as stipulated in this provision.

Cancellation Policy

Upon the execution of the confirmation document for the service order ("Order Confirmation Document") by both Parties, the purchase shall be deemed final and binding and may not be cancelled, withdrawn, or unilaterally terminated by the Customer.
Should the Customer decide to discontinue the use of the Service subsequent to the execution of the Order Confirmation Document, the entirety of the Subscription Fee stipulated therein shall remain due, and no refund, partial or full may be requested.
Any exceptions to this Cancellation Policy require the prior written consent of Qiscus.

Indemnity and Limitation of Liability

We shall not be liable for losses arising from one or more of the following conditions.

You legally proved to modify the result of Qiscus works with products and/or adding other information which does not belong to, developed, or implemented by Qiscus;
you legally proved to distribute and/or market the work of Qiscus for the benefit of Third Parties outside this Agreement;
you legally proved to misuse the work of QISCUS so that it violates Intellectual Property Rights;
It was detected and legally proven that there was unauthorized access due to a system outside Qiscus; and
temporary suspension of the Service occurred caused by delay in Subscription Fee payment.

Amendments

We reserve the right to change or modify the contents of this Agreement at any time without prior notice to you. If you do not agree to any changes to this Agreement, we may terminate the Service unilaterally, and we will not be liable for any damages arising from such termination.

Service Usage

Service Usage Term shall commence on the effective date of service usage. Service renewal will occur automatically, determined by usage during the preceding period. The amount of Subscription Fee is based on the amount available on the User's Account Dashboard.

Forbidden Business

We do not support businesses which provide the following services.

build and/or support any actual monetary gambling services, including but not limited to online and offline casinos, sport books, bingo, poker, scratch card games, electronic game machines and sports betting.
affiliated to any organised criminal and/or terrorism activities, including selling, providing and facilitating weapons provisions (except weapons with valid certifications from authorities), ammunition, explosives, and illegal drugs, including recreational drugs.
facilitate and/or organise criminal activities, including exploiting or inducing any activity which causes harm, including but not limited to physical harms, financial damage, reputational damages or those that might be dangerous to humans, businesses and animals.
selling and/or facilitating purchases of real, fake and virtual currencies.
selling, facilitating and/or supporting any content relating to sexual pleasure including, but not limited to, any type of pornography or sexual abuse.
selling and/or facilitating transactions for products that violate copyrights and trademarks of Third Parties.

If in the future we find you violate one or many of the prohibitions listed above, you agree that any access to the Service will be fully revoked and we shall not be held liable for any resulting consequences that may lead to penalties and/or compensation in any form.

Suspension

We reserve the right to suspend the Service for any outstanding Subscription Fee. The Service can be reactivated after you have fully paid the Subscription Fee and any penalty fee (if any).
We reserve the right to suspend and/or terminate the Service, full or partial, at any time for one or more of the following breaches, in addition to any unpaid Subscription Fees:

you commit a material breach of this Agreement and/or the terms in the formal agreement between the Parties;
any delay or failure in payment of Subscription Fees;
if there any action detected as compromising the security, integrity, or availability of the Services;
when subject to a legal obligation, court order, or regulatory request; or
in the event of emergency maintenance, necessary repairs, or to address security incidents.

In the event of a violation, we will provide you with a written notice and allow you a period of fourteen (14) Calendar Days to restore your account. We reserve the right to seek compensation for any resulting damages, including, but not limited to, material and immaterial losses, claims, and lawsuits.

Termination

Qiscus reserves the right to unilaterally terminate the Service upon providing 30 (thirty) calendar days' written notice to the User. Notwithstanding the foregoing, we retain the right to terminate, in whole or in part, any free version, trial version, or beta version, at any time, temporarily or permanently, with or without prior notification.
You acknowledge that no refunds will be provided if:

You decide to terminate the service prior to the expiry date; and
You commit a breach that requires us to terminate the Service.

Personal Data

Any collection, storage, processing, use, sharing, and/or further handling of Personal Data that you provide for the purpose of utilizing the Services and Applications, and all issues pertaining to the handling of such Personal Data, are governed entirely by the Privacy Policy as an integral part of this Agreement.

Confidentiality

The User and Qiscus both agree to maintain the confidentiality of information shared between the Parties during the Service usage period.
Confidential information does not include information that:

at the time of disclosure or becomes publicly available;
was in the Disclosing Party's possession or knowledge before it was received from the Disclosing Party;
was lawfully disclosed to it by a Third Party, with the Receiving Party complying with any restrictions imposed on it; and
was independently developed without using Confidential Information of the Disclosing Party.

Both Parties undertake to maintain the strictest confidence regarding all Confidential Information and to implement all requisite precautions for its safeguarding.
Both Parties shall be fully responsible for any breaches resulting from the misuse of Confidential Information and is liable for providing compensation for any violations committed.
Both Parties may disclose Confidential Information required by law or court order by fulfilling the conditions and making reasonable efforts to maintain the confidentiality.

Use of Artificial Intelligence (AI) Features

We grant you a limited, non-exclusive, non-transferable and non-sublicensable license to use artificial intelligence features (hereinafter referred to as “AI Features”) during the Subscription Period.
Qiscus retains all rights, ownership, and interest of AI Features incorporated in the Platform. You are authorized to use the AI Features solely for the purposes stipulated in this Agreement and any additional terms separately agreed from this Agreement. You and any third parties or affiliated entities must not use or permit the use of the AI Features in any manner beyond this scope:

using AI Features or User Data to violate applicable laws and regulations in the country where the Service is provided, these Terms, and/or Qiscus policies, or to infringe upon the rights of third parties, including intellectual property rights (IPR);
disassembling, recompiling, decompiling (reconstructing code), translating, performing model extraction or stealing attacks, or otherwise attempting to discover the source code or underlying components of an AI Feature;
undermine the security or normal operation of the AI Features, including interference with, avoidance of, or bypassing of any security or moderation mechanisms within the AI Features, or the conducting of vulnerability, penetration, or similar testing of the AI Features;
generating content from AI Features that is offensive to ethnicity, religion, race and inter-group relations, or violates the law; and
purchase, sell, or transfer of API or AI accounts from, to, or with any third party without the prior written consent of Qiscus.

The results generated by the AI Feature (“Output”) are derived from the data provided from the User and the queries compiled and utilized by the User (“Input”). User bear sole responsibility for:

validity of some and/or all Input;
all decisions, actions and/or omissions arising from the use of AI Features, including without limitation, ensuring that such decisions, actions or omissions comply with applicable laws, regulations and other legal requirements relating to data protection and the use of artificial intelligence or machine learning.

User is fully responsible for all Output generated through the use of AI Features. We are not obligated to review, verify, or approve such Output.
We shall not be held liable for any direct or indirect damages, including, but not limited to, loss of profits, claims, or legal disputes, that may arise from the utilisation of the AI Features by the User.
The Output generated by the AI Features may contain inaccuracies, inappropriate words and/or actions, and/or bias. User is fully responsible for implementing reasonable measures to prevent the Output from being used in a manner that is inappropriate, unlawful, and/or violates the rights of others.
You agree to all risks that may arise from using the Output for any purpose, including commercial and publication purposes. User is advised to ensure the Output is appropriate. Given the nature of machine learning, the Output may not be exclusive and may produce similar or identical results for other users.

Deletion of Data and Account

Users hereby agree that immediately upon the expiration of the Subscription Period, we reserve the right to delete all data associated with your Account. User unable to request the recovery of any or all deleted data.

Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Republic of Indonesia.
Any dispute shall first be resolved amicably within thirty (30) Calendar Days.
Should the discussions mentioned in point (b) fail to produce an agreement, the Parties hereby agree to submit any disputes arising from this Agreement to the local District Court. The judgment delivered by the Court shall be final and binding, without the possibility of appeal or revocation.
During the dispute resolution, each Party remains obliged to carry out the rights and obligations as stipulated in this Agreement.

Force Majeure

Written Notification. The Party affected by a Force Majeure Event shall provide written notification to the other Party no later than three (3) Calendar Days following the date of the event's occurrence, provided such event directly impacts the implementation of this Agreement.
Release from Liability and Default. In the event that this Agreement cannot be fulfilled due to an event of Force Majeure, both Parties shall bear the resulting risks and consequences. Neither Party will be entitled to sue or file a claim against the other for non-performance of this Agreement. The Party impacted by the Force Majeure event will not be considered to be in default or breach of this Agreement.
All rights and obligations of each Party existing prior to the occurrence of Force Majeure shall remain in full force and effect and must be fulfilled in accordance with the applicable provisions.

Miscellaneous

Entirety. This Agreement supersedes all prior agreements, negotiations, and understandings between the Parties.
Severability. Should any provision of this Agreement be deemed invalid or unenforceable, the remaining provisions shall retain their full validity and effect. The Parties agree to replace any such invalid or unenforceable provision with a valid and enforceable provision.

Last updated March 10, 2026