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Terms of Service

These Terms of Service ("Terms") govern your use of the CrowdHero website at crowdhero.net and the CrowdHero application and services (the "Service"). By creating an account or using the Service you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.

Last updated: 10 November 2026

1. Who these Terms are between

These Terms are an agreement between you and Joy Sarkar, a sole proprietor based in India who operates the Service under the name CrowdHero ("CrowdHero", "we", "us", "our"). "You" means the person or organisation that holds the account. If you accept these Terms for an organisation, you confirm that you are authorised to bind it, and "you" includes that organisation.

2. What the Service is

CrowdHero is a customer messaging, marketing automation and commerce platform. It can:

  • Publish and schedule posts to Facebook, Instagram, Threads, X, LinkedIn, TikTok, Pinterest, YouTube and Google Business Profile.
  • Run automated conversations on Facebook Messenger, Instagram, WhatsApp and Telegram, including bot flows, sequences and broadcasts.
  • Reply to comments automatically, and reply privately to the people who comment.
  • Give your team a shared inbox for the conversations those channels produce.
  • Send email and SMS campaigns through the providers you choose.
  • Store and segment contacts, run a CRM pipeline and run marketing workflows.
  • Run stores and take orders and bookings, with payments going through the payment providers you choose.
  • Draft content and answer customers with AI.

The platforms we connect to change their own features without asking us. We may add, change or withdraw features; where a change materially reduces what the Service does, section 15 applies.

3. Your account

  • You must be at least 18 and legally able to enter into this agreement.
  • You must give accurate registration details and keep them up to date.
  • You are responsible for everything done through your account, including by your team members and by anything you connect to the API.
  • Keep your password secret and turn on two-factor authentication. Tell us straight away at [email protected] if you think your account has been compromised.
  • If your account is suspended or closed, you are signed out on your next request and cannot sign back in. Suspension alone does not delete your data.

4. Pricing, payment and refunds

4.1 Pay as you go

There is no subscription and no monthly fee. Every account has every feature of the Service, with no usage allowance and no expiry date. You pay only for what you use, as set out in 4.2. We may switch a feature off for every account, for example while a platform changes its rules.

4.2 What is charged

  • AI on our keys. AI work the Service does through our own accounts with AI providers is charged from your AI credit, at what the provider charges us plus our margin. AI work done with your own provider key is billed to you by that provider, not by us.
  • Automated messages. Where we set one, a small fee for each message the Service sends for you automatically (bot replies, broadcasts, sequences and comment replies) is taken from your AI credit. Messages your team types, and order updates to your customers, are not charged. The current fee is shown in the app.
  • WhatsApp template messages. Where we pay Meta for them, they are charged from your AI credit at Meta's rate plus our margin. Where your own WhatsApp Business account pays Meta, Meta bills you directly.

4.3 AI credit

AI credit is bought in advance, in US dollars, and is used up as you use the Service. You can turn on automatic top-up with a saved card, and we tell you when your balance runs low. When it runs out, AI on our keys and charged automated messages stop until you top up; everything else keeps working. Tax is worked out from your billing country and shown before you pay; you are responsible for any VAT, GST or sales tax that applies to you. Unused AI credit does not expire while your account is open.

4.4 Payment and delivery

Payments are taken by third-party payment providers. We never see or store your card number. A card saved for automatic top-up is held by the provider; we keep only its reference and a label such as its brand and last four digits. Before we add credit, we check that the amount the provider actually charged matches what you were asked to pay; a payment that does not match is not turned into credit.

AI credit is a digital service. It is added to your account as soon as the payment provider confirms the payment, usually within a few minutes. Nothing is shipped.

4.5 Cancellation and refunds

There is no subscription to cancel. You can stop using the Service at any time, and you will not be charged again unless automatic top-up is on, which you can switch off in the app's billing settings at any time.

AI credit you have used is not refundable. We refund unused AI credit:

  • if you were charged by mistake, or charged twice for the same top-up;
  • if you were charged but the credit never reached your account;
  • if we close your account for a reason other than your breach of these Terms, or we stop providing the Service;
  • if you close your account because you do not accept a change to these Terms (section 15); or
  • where the law requires a refund.

To ask for a refund, email [email protected] with the transaction reference. For a mistaken or duplicate charge, please write within 30 days of the charge. Refunds go back to the original payment method, usually within 5 to 10 business days of approval, depending on the payment provider.

4.6 Plans bought before pay as you go

Plans and their automatic renewal have ended. A renewal or other plan payment that still reaches us is not accepted and is refunded.

4.7 Fair use

Sends are paced for each provider to stay inside the rate it allows; a send over that rate is delayed, not dropped. Deliberately working around a limit the Service sets is a breach of these Terms.

5. Acceptable use

This section matters most. CrowdHero sends messages in bulk, and when it is misused, other people pay the price.

5.1 Consent is your responsibility

You are the controller of the audience data in your account, and we are your processor. Before you message anyone through the Service you must have a lawful basis to do so, and for marketing that normally means a clear, recorded and specific opt-in from that person. You must be able to show, for any recipient, when and how they opted in and to what wording. The Service keeps a consent record to help you; keeping it accurate is your job.

You must not use the Service to message people from:

  • bought, rented, scraped, harvested or other third-party lists;
  • lists imported from another product without a consent record you can rely on;
  • addresses or numbers collected for an unrelated purpose.

5.2 Honouring opt-outs

  • Every marketing email must carry a working unsubscribe link, and we add the standard one-click unsubscribe header to outgoing mail.
  • Every SMS campaign must honour STOP and its local equivalents. The Service processes those replies automatically.
  • An unsubscribe, a STOP, a hard bounce and a spam complaint all add the recipient to a suppression list that is checked before every send. You must not remove, bypass, re-import around or otherwise defeat that list, and you must not move a suppressed recipient to another account or provider to keep messaging them.
  • A spam complaint is permanent. Do not add a complainer back because of a later "opt-in".

5.3 Honest identification

Your messages must identify you accurately. No forged headers, misleading sender names or sender IDs, deceptive subject lines, or pretending to be another business, another person or CrowdHero.

5.4 Prohibited content and conduct

You must not use the Service to send, host, publish, generate or promote anything that:

  • contains malware, phishing or credential harvesting, or links to them;
  • is fraudulent or a scam, a pyramid or "get rich quick" scheme, or a deceptive financial offer;
  • is unlawful, defamatory, obscene, invasive of another person's privacy, harassing, or incites violence or hatred against people because of a protected characteristic;
  • involves sexual content with minors, or sexualises a minor in any way, or is otherwise harmful to children;
  • sells goods or services you are not licensed to sell where you sell them;
  • infringes anyone's copyright, trade mark or other rights, or belongs to someone else without their permission;
  • impersonates another person, or knowingly spreads false or misleading information;
  • threatens the unity, integrity, defence, security or sovereignty of India, its friendly relations with other countries, or public order, or incites an offence; or
  • breaks any law in force.

Where carrier or platform rules restrict a category (in many SMS markets that includes adult content, alcohol, firearms, tobacco, gambling, cannabis and high-risk financial services), those rules apply to you whether or not the Service blocks the message.

You must also not: attack, probe or overload the Service or anyone else's systems; try to reach another customer's data; reverse-engineer the Service except where the law expressly allows it; resell or white-label it without our written agreement; or use it to build a competing product.

We may remove content, or disable access to it, if it breaks this section or we are legally required to.

6. Third-party platform rules apply to you

The Service connects to platforms that impose their own rules directly on you, as the business using them. If you break them, they can disable your pages, your account, your app access or your number without notice, and we cannot reverse that.

  • Meta. You must comply with the Meta Platform Terms, the Developer Policies, the Community Standards and Meta's Messenger and Instagram messaging policies, including the 24-hour window for replying to a person, the message tags allowed outside it, and the rules on promotional content.
  • WhatsApp. Outside the 24-hour customer service window you may only send templates Meta has approved, and you must follow the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy. Meta, not CrowdHero, sets quality ratings and messaging limits.
  • YouTube and Google. CrowdHero uses YouTube API Services. By connecting a YouTube channel you agree to be bound by the YouTube Terms of Service, and Google handles your data under the Google Privacy Policy. What you post to Google Business Profile must follow Google's Business Profile policies.
  • TikTok, X, LinkedIn, Pinterest and Telegram. What you publish through us must follow the TikTok Terms of Service, the X Terms of Service, the LinkedIn User Agreement, the Pinterest Terms of Service and the Telegram Terms of Service, and their developer and content policies.
  • SMS carriers. You are responsible for any registration your route requires, for example 10DLC brand and campaign registration in the United States, DLT registration in India, or sender ID registration where a country requires it, and for the content rules the carrier applies.
  • Email. You are responsible for authenticating the domains you send from (SPF, DKIM and DMARC), for staying under the complaint and bounce thresholds mailbox providers publish, and for the sending reputation that results.

A platform can revoke the access it gave us at any time, and can change or remove an API the Service depends on. When that happens, the affected feature stops working, and we are not liable for it.

7. Your content and your data

You keep ownership of everything you upload, write, generate or collect through the Service. You give us only the limited licence we need to host, process, transmit and display it in order to run the Service for you. We do not market to your audience ourselves, and we do not sell your data.

You confirm that you have the rights and consents needed for us to process what you put into the Service, including every contact you import.

8. Data protection

Our Privacy Policy explains what we collect, which service providers (sub-processors) we use, and how long we keep data. For the audience data in your account we act as your processor. Where you are subject to the GDPR or UK GDPR, this section is our data processing agreement under Article 28. We:

  • process that data only on your documented instructions, which are these Terms and the way you use the Service;
  • make sure anyone authorised to process it is bound by confidentiality;
  • protect it with the security measures described in our Privacy Policy;
  • use only the sub-processors listed in our Privacy Policy, and announce changes to them by updating it;
  • help you answer requests from the people the data is about, and meet your security, breach-notification and impact-assessment obligations;
  • tell you without undue delay about a personal data breach affecting that data;
  • delete it when your account is deleted, as described in our Privacy Policy, after giving you the chance to export it; and
  • give you the information you reasonably need to show that these obligations are met.

9. AI features

When you use AI features, your prompts and the relevant context are sent to the AI provider you set up, or to ours when you pay for AI from your AI credit. Do not submit data you are not allowed to share with that provider. AI output can be inaccurate, biased or made up; you are responsible for reviewing anything generated before it is published or sent, and for the consequences if you do not. Automated AI replies within a single conversation are capped per day, so that a loop cannot use up your AI credit.

10. Availability and support

We work to keep the Service available, but we do not guarantee that it will run without interruption. Maintenance, outages at our providers and platform changes all cause interruptions. Support is available by email at [email protected] and through the chat on our website, and we aim to reply within two business days. We do not offer a service-level agreement unless we agree one with you in writing.

Features marked beta or preview may change or be withdrawn at any time, and come without any commitment.

11. Suspension and termination

  • By us. We may suspend or close an account that breaches these Terms, that generates abuse or spam complaints, that puts our sending reputation or platform access at risk, that has not paid, or where the law requires us to. Where it is safe and lawful, we will tell you first and give you a chance to put things right; for serious abuse we may act immediately.
  • By you. You can stop using the Service at any time. To have your data removed, open Profile → Danger Zone → Request account deletion. You can cancel the request for 14 days; after that it is carried out, and your records are deleted, or irreversibly anonymised where a row has to remain. This cannot be undone. Export your data first from the same screen, and note that a completed export is itself deleted 30 days after it is created.

Suspension and deletion are different. Suspension blocks access and keeps your data; deletion removes it. Running out of AI credit only stops the features paid for from it. Section 4.5 explains when unused AI credit is refunded.

12. Disclaimers

The Service is provided "as is" and "as available". To the extent the law allows, we exclude all implied warranties, including of fitness for a particular purpose, and we do not promise that the Service will meet your requirements, that it will be uninterrupted or error-free, or that any particular message will be delivered, any particular post published or any particular result achieved. Nothing in these Terms affects rights you have under consumer protection law that cannot be excluded.

13. Limitation of liability

To the extent the law allows:

  • we are not liable for any indirect, incidental, special, consequential or punitive loss, or for any loss of profit, revenue, business, goodwill or data, even if we were told it was possible;
  • our total liability to you for all claims arising out of or relating to the Service or these Terms is limited to the greater of the amount you paid us in the 12 months before the event giving rise to the claim, and 100 US dollars; and
  • we are not liable for what third-party platforms and providers do or fail to do, including when a platform suspends your account, revokes access or changes its API.

Nothing in these Terms excludes or limits liability for fraud, for death or personal injury caused by negligence, or for anything else that cannot lawfully be excluded or limited.

14. Indemnity

You will indemnify us against claims, losses and costs arising from your use of the Service in breach of these Terms, in particular claims arising from messages you sent, content you published, lists you imported without consent, and regulatory action or carrier penalties that your sending causes.

15. Changes to these Terms

We may update these Terms. We will post the new version on this page and change the date at the top. If a change materially affects you, we will tell you by email or in the app at least 15 days before it takes effect. If you do not accept the change, you can close your account before it takes effect, and we will refund your unused AI credit. If you keep using the Service after the change takes effect, you accept the updated Terms.

16. Governing law and disputes

These Terms are governed by the laws of India. Before starting legal proceedings, please contact our Grievance Officer (section 18) so that we can try to settle the dispute informally. If it is not settled within 30 days, either of us may take it to court. The courts at Kolkata, West Bengal, India have exclusive jurisdiction. If you are a consumer, you keep the protection of any mandatory law of the country where you live, and you may also bring a claim in your local courts where that law allows.

17. General

If any part of these Terms is found unenforceable, the rest still applies. If we do not enforce a term, we have not waived it. You may not transfer this agreement without our consent; we may transfer it as part of a sale, merger or reorganisation of the business. We are not responsible for delays or failures caused by events beyond our reasonable control, including outages at the platforms, hosting and payment providers the Service depends on. These Terms and our Privacy Policy are the whole agreement between us about the Service.

18. Contact and Grievance Officer

CrowdHero, operated by Joy Sarkar (sole proprietor), India
Email: [email protected]
Website: crowdhero.net

Grievance Officer: Joy Sarkar
Email: [email protected]

The Grievance Officer acknowledges every complaint within 24 hours and resolves it within 15 days of receiving it.