Terms of Service

1. Introduction and Scope

Dualhook is operated by WADA ("Dualhook", "we", "us", or "our"), the owner and operator of dualhook.com. These Terms of Service ("Terms") govern your access to and use of Dualhook, including the website, dashboard, APIs, onboarding flows, documentation, support, and related services.

By creating an account, using the dashboard or API, starting WhatsApp Embedded Signup, connecting a WhatsApp Business Account, using a paid subscription, or otherwise accessing Dualhook, you agree to these Terms. If you use Dualhook on behalf of a company or other organization, you represent that you have authority to bind that organization.

Dualhook is a business-to-business service. It is not intended for personal, household, or consumer use, and it is not intended for users under 16 years old.

2. Accounts, Authority, and Accurate Information

You are responsible for keeping your account, organization, billing, contact, business, and Meta asset information accurate and up to date. You must not provide false, misleading, incomplete, or manipulated information about your business, your users, your tenants, your beneficial ownership, your payment method, your Meta assets, or the products and services you operate through Dualhook.

You are responsible for all activity under your account, API keys, organization memberships, connected WhatsApp Business Accounts, webhook URLs, verify tokens, access tokens, and Platform API tenants. You must protect credentials, promptly remove users who should no longer have access, and notify us if you suspect unauthorized access or abuse.

3. The Service and Message Routing

Dualhook provides operational tooling for WhatsApp Cloud API, Coexistence, Embedded Signup, Webhook Override, template management, health monitoring, and related workflows. Dualhook is not a shared inbox, message broker, marketing sender, payment facilitator, or reseller of Meta messaging fees.

With Webhook Override, WhatsApp message-path webhooks are routed from Meta directly to the endpoint you configure. Dualhook stores configuration data and operational metadata needed to provide the service, but it does not store WhatsApp message content as part of the service. You remain responsible for your own message handling, storage, compliance, security, and end-user communications.

Dualhook does not guarantee that Meta, WhatsApp, Stripe, card networks, banks, app stores, carriers, or other third parties will approve, maintain, deliver, price, or continue any account, message, template, phone number, payment, subscription, integration, or API capability.

4. Meta and WhatsApp Responsibilities

You are solely responsible for how you and your users use WhatsApp, Meta assets, phone numbers, templates, message sends, contact lists, opt-ins, consent records, opt-outs, customer support, and downstream systems. You must comply with all laws and all applicable Meta and WhatsApp terms, policies, developer rules, commerce policies, messaging rules, data protection requirements, and enforcement decisions.

You must not use Dualhook to spam, scrape, harass, deceive, impersonate others, send unlawful or unwanted messages, evade message quality limits, bypass user consent, route around blocks, reconnect banned assets for abusive purposes, or create, maintain, or operate apps, WhatsApp Business Accounts, phone numbers, business portfolios, or other assets intended to circumvent Meta or WhatsApp enforcement.

If Meta or WhatsApp restricts, disables, rejects, reviews, rate-limits, flags, or bans any app, business, WABA, phone number, template, message, user, tenant, or connected asset, that decision may affect your use of Dualhook. We may cooperate with Meta and WhatsApp, investigate the relevant activity, restrict access, require additional information, or terminate access where needed to protect Dualhook, our app, our partner standing, other customers, or the WhatsApp ecosystem.

5. Platform API and Tenant Obligations

If you use the Dualhook Platform API, co-branded onboarding, or any multi-tenant workflow, you are responsible for your end customers, tenants, users, and the business use cases they onboard through your product. You must maintain accurate records that map each tenant to its organization, contact information, Meta assets, webhook endpoint, and connected WhatsApp Business Account.

You must bind your tenants and users to terms at least as protective of Dualhook, Meta, WhatsApp, Stripe, card networks, and end users as these Terms. Those terms must prohibit spam, unlawful messaging, deceptive conduct, payment abuse, sanctions violations, prohibited business activity, and attempts to bypass platform enforcement.

You must promptly investigate tenant abuse reports, cooperate with our compliance reviews, and suspend or terminate a tenant's Dualhook, WhatsApp, webhook, token, or Platform API access if we, Meta, WhatsApp, Stripe, a payment network, a regulator, or another relevant authority asks you to do so or if you know or reasonably suspect abuse.

6. Payments, Subscriptions, Trials, and Taxes

Paid Dualhook plans are billed as subscriptions through Stripe unless we agree otherwise in writing. By starting a paid plan, entering a payment method, or continuing after a trial, you authorize us and Stripe to charge your payment method for recurring subscription fees, usage-based fees, upgrades, applicable taxes, and other amounts shown at checkout or in the dashboard.

Trials, pricing, plan limits, included connections, overage fees, renewal dates, and cancellation terms are displayed on the pricing page, checkout, or inside the dashboard. Unless stated otherwise, subscriptions renew automatically until cancelled, fees are charged in advance for each billing period, upgrades may apply immediately, and downgrades or cancellations take effect at the end of the then-current billing period.

You are responsible for taxes, duties, bank charges, currency conversion costs, and payment method fees that apply to your purchase. You must keep your payment method valid. If payment fails, we may retry collection, request updated billing information, restrict access, suspend connections or Platform API usage, or terminate the service.

7. Refunds, Cancellations, and Chargebacks

You can cancel a subscription through the dashboard or by contacting support. Cancellation prevents future renewal charges but does not automatically refund amounts already charged. Except where required by law or expressly stated in writing, subscription fees are non-refundable once charged.

If you believe a charge is incorrect, contact us at contact@dualhook.com so we can investigate. A payment dispute, bank reversal, or chargeback does not cancel your subscription or remove amounts lawfully owed. We may suspend or terminate access for unresolved payment disputes, suspected fraud, excessive disputes, or payment activity that creates risk for Dualhook, Stripe, card networks, or financial partners.

8. Acceptable Use

You must use Dualhook only for lawful business purposes and in a manner consistent with these Terms, our documentation, applicable third-party terms, and normal operation of the service. You must not:

• use Dualhook for illegal, deceptive, abusive, harmful, harassing, exploitative, infringing, or privacy-invasive activity;
• send or enable spam, unwanted bulk messages, misleading templates, unlawful marketing, messages without proper consent, or messages that ignore opt-outs;
• operate, support, onboard, or knowingly facilitate businesses, tenants, content, products, or services prohibited by Meta, WhatsApp, Stripe, payment networks, sanctions rules, or applicable law;
• bypass, disable, overload, probe, scan, reverse engineer, scrape, or interfere with Dualhook, Meta, WhatsApp, Stripe, or any related systems;
• share, resell, lease, sublicense, or expose Dualhook access, API keys, access tokens, or secrets except as expressly allowed by your plan and our documentation;
• use Dualhook to process, route, support, or conceal activity for undisclosed third parties or merchants that are not accurately identified to us when required; or
• use Dualhook in a way that could cause Dualhook, our Meta app, our Stripe account, our infrastructure, or other customers to be restricted, suspended, fined, blocked, or investigated.

9. Stripe and Payment Network Compliance

Payments are processed by Stripe. You must comply with Stripe's applicable terms, prohibited and restricted business rules, payment method rules, sanctions requirements, card network rules, and fraud and dispute prevention requirements. You must not use Dualhook to operate, support, or monetize a business or tenant that Stripe prohibits or that requires approval you do not have.

Prohibited or restricted activity includes, without limitation: illegal products or services; sanctions-restricted persons, countries, or regions; adult sexual content or services; gambling, lotteries, sweepstakes, or contests with prizes where prohibited or restricted; drugs, cannabis, controlled substances, weapons, dangerous materials, counterfeit goods, intellectual property infringement, and deceptive identity services; unapproved financial services, lending, money transmission, crypto, NFTs, stored value, investment schemes, or payment facilitation; telemarketing, fake testimonials, high-pressure sales, pyramid or multi-level marketing schemes, get-rich-quick offers, unclear trials, negative-option programs, suspicious remote technical support, no-value-added resale, and sales of online traffic or engagement.

You must not use Stripe or Dualhook to facilitate transactions for undisclosed merchants, products, services, or tenants; test stolen card details; evade chargeback monitoring; hide the true nature of a business; provide false business information; or continue activity after Stripe, a card network, a bank, or Dualhook requests information, remediation, suspension, or termination.

10. Compliance Reviews, Suspension, and Termination

We may review your account, organization, connections, tenants, Meta assets, billing activity, support history, and operational metadata for compliance, security, fraud prevention, platform integrity, and service reliability. We may ask you for information about your business, use case, tenants, consent practices, billing activity, Meta assets, or payment activity. You must respond truthfully and within the timeframe we specify.

We may suspend, restrict, pause, disable, or terminate any account, workspace, connection, webhook change, onboarding session, token reveal, Platform API key, tenant, or other feature immediately if we believe it is necessary to address abuse, payment failure, fraud, chargebacks, sanctions risk, security risk, legal risk, third-party platform risk, enforcement circumvention, non-cooperation, or a request from Meta, WhatsApp, Stripe, a payment network, a bank, a regulator, or another relevant authority.

We may also terminate your access if you materially breach these Terms, if your subscription ends, if providing the service becomes unlawful or impractical, or if a third-party service required for Dualhook changes, suspends, or terminates access. Termination does not affect payment obligations, confidentiality obligations, indemnity, disclaimers, limitations of liability, or other provisions that by their nature should survive.

11. Security and Confidentiality

You must configure secure webhook endpoints, verify tokens, access controls, API key storage, and downstream systems. You must not expose access tokens, API keys, secrets, credentials, or webhook verify tokens to unauthorized parties. You are responsible for the security and legality of endpoints and systems that receive message-path webhooks directly from Meta.

Non-public information you receive through Dualhook, including API credentials, product previews, security information, and non-public operational details, must be treated as confidential unless we state otherwise in writing.

12. Data Protection and Privacy

Our Privacy Policy explains what data we collect and how we process it. You are responsible for your own privacy notices, lawful basis, consent records, data processing agreements, retention decisions, and handling of WhatsApp message content and end-user personal data in your own systems.

You must not send Dualhook sensitive personal data, payment card data, protected health information, government identifiers, authentication secrets, or message content except where the relevant feature expressly requires it and our documentation permits it.

13. Third-Party Services

Dualhook depends on third-party services such as Meta, WhatsApp, Stripe, Clerk, hosting providers, analytics providers, email providers, and customer support tooling. Your use of those services may be subject to their own terms and policies. We are not responsible for third-party outages, pricing, enforcement decisions, feature changes, API changes, account restrictions, delivery failures, or data processing outside our control.

14. Intellectual Property and Feedback

We and our licensors own Dualhook, including the software, website, documentation, design, trademarks, logos, and related intellectual property. These Terms grant you a limited, non-exclusive, non-transferable, revocable right to use Dualhook according to your plan and these Terms. You retain ownership of your own content, data, endpoints, templates, and business materials.

If you provide feedback, suggestions, or ideas, you allow us to use them without restriction or compensation.

15. Beta Features and Changes

We may offer beta, preview, experimental, or early-access features. These features may be incomplete, changed, suspended, or discontinued at any time and may be subject to additional limits. We may modify the service, documentation, APIs, plans, limits, or features as needed to improve Dualhook, comply with law, respond to third-party platform changes, manage risk, or protect customers.

16. Disclaimers

Dualhook is provided "as is" and "as available" to the fullest extent permitted by law. We disclaim all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, availability, security, and error-free operation.

We do not provide legal, regulatory, tax, security, payments, Meta, WhatsApp, or Stripe compliance advice. You are responsible for obtaining professional advice appropriate for your business and jurisdiction.

17. Limitation of Liability

To the fullest extent permitted by law, Dualhook will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or lost-profit damages, or for loss of data, revenue, goodwill, business opportunity, messages, templates, Meta assets, payment processing, account standing, or third-party platform access.

To the fullest extent permitted by law, our total liability for all claims relating to Dualhook or these Terms is limited to the amounts you paid to Dualhook for the service during the three months before the event giving rise to the claim.

18. Indemnity

You will defend, indemnify, and hold harmless Dualhook, WADA, and our owners, employees, contractors, service providers, and affiliates from and against claims, damages, losses, liabilities, penalties, fines, costs, and expenses arising from your use of Dualhook, your data, your Meta or WhatsApp activity, your tenants, your payment activity, your breach of these Terms, your violation of law or third-party terms, or your infringement or misuse of another party's rights.

19. Changes to These Terms

We may update these Terms from time to time. We will post the updated Terms on this page and update the effective date. If a change is material, we may provide additional notice by email, dashboard notice, or another reasonable method. Your continued use of Dualhook after the updated Terms become effective means you accept the updated Terms.

20. Governing Law and Contact

These Terms are governed by the laws of Belgium, unless mandatory law requires otherwise. The courts of Antwerp, Belgium have exclusive jurisdiction over disputes relating to these Terms or Dualhook, unless mandatory law requires another forum.

WADA (owner and operator of Dualhook and dualhook.com) is responsible for these Terms. For legal, billing, or compliance questions, contact us at contact@dualhook.com. For product support or bug reports inside your Dualhook workspace, use the in-app support chat instead.