1. This agreement
These terms are an agreement between Sozuri Limited (“Sozuri”, “we”, “us”), a company registered in Kenya, and the business or person that opens a Sozuri account (“you”). By creating an account, or by using the Sozuri website, dashboard or API, you accept them.
If you accept on behalf of a business, you confirm that you have authority to bind it. You must be at least 18 years old.
If you have signed a separate agreement with us, such as a Master Services Agreement, that agreement takes precedence over these terms where the two differ. Our Privacy Policy explains how we handle personal data and forms part of these terms.
2. Definitions
- Services: everything Sozuri provides through its website, dashboard and API, including SMS, WhatsApp, voice, payments, AI features, and the related reports and tools.
- Account: your Sozuri login and the projects within it; each project has its own balance, settings and team.
- Content: the messages, media, contact lists, templates, documents and other material you send, receive, upload or configure.
- Recipients: the people you contact, or who contact you, through the Services.
- Credit: the prepaid balance on a project, in Kenya shillings, from which charges are deducted.
3. The services
Sozuri lets businesses send and receive SMS (bulk, two-way and premium), send and receive WhatsApp messages, make and receive voice calls, take payments, and automate conversations with AI agents and workflows, through a dashboard and an API. The Services available to you depend on your verification status, the approvals required from mobile networks and Meta, and your agreement with us.
Messages travel over networks we do not control: the mobile networks, WhatsApp, and our voice and payment providers. Their rules, approvals and outages affect the Services, and we cannot guarantee that any message or call will be delivered.
Some features are labelled beta, such as the official WhatsApp channel. A beta feature may change, be limited to some customers, or be withdrawn, and is provided without the service commitments that apply to the rest of Sozuri.
4. Your account
- Give accurate information when you register and keep it up to date. We may ask for documents to verify your business, and may limit the Services until we have them.
- Keep your password, one-time codes and API keys secret. Anyone holding a project’s API key can send messages and spend its credit. You are responsible for everything done through your account and its keys.
- You decide who joins your projects and with what role. Anyone you add can see that project’s messages and contacts.
- Tell us at once at [email protected] if you suspect someone has used your account or keys without permission.
5. Sender IDs and shortcodes
Sender IDs (the name a message comes from) and shortcodes must be approved by the mobile networks before use. Request only names and numbers you are entitled to use, such as your own business or brand name. The networks may refuse, suspend or withdraw an approval, and so may we if a sender ID is misused or misleading. Any setup fee is shown when you apply. Sender IDs and shortcodes cannot be transferred to another customer without our agreement.
6. Consent and acceptable use
You are responsible for the messages you send and the people you send them to. You must:
- have the recipient’s consent, or another lawful basis, before messaging them, and be able to show it;
- stop messaging anyone who asks you to, promptly and without charge to them;
- identify yourself clearly in your messages; and
- comply with the laws that apply to your messages, including the Kenya Information and Communications Act and its consumer protection regulations, the Data Protection Act, 2019, the rules of the Communications Authority of Kenya, the mobile networks’ policies, and, for WhatsApp, Meta’s terms and policies.
You must not use Sozuri to send spam or unsolicited promotions; to deceive, defraud or phish; to impersonate anyone; to send illegal, threatening, harassing, hateful or sexually explicit content; to distribute malware; or to infringe anyone’s rights. You must not try to get around our limits or security, test our systems’ capacity without our agreement, or resell the Services unless we have agreed to it in writing.
We may review, block or stop messages, suspend sender IDs or numbers, or suspend an account where we reasonably believe these rules are being broken or a network, regulator or Meta requires it.
7. WhatsApp
The official WhatsApp channel (beta)
You connect your own WhatsApp Business Account through Meta, and your use of it is also governed by Meta’s terms and policies for WhatsApp Business, which you accept with Meta. Meta decides which message templates it approves, sets your messaging limits and quality rating, and may restrict your account; we cannot override those decisions. Meta charges you directly for the messages it bills, at its own prices, under your agreement with Meta. Sozuri’s own fees are separate and are set out in your dashboard.
The QR-code channel
Linking a number by scanning a QR code runs a linked-device session on WhatsApp, not WhatsApp’s official business platform. WhatsApp may limit or ban a number that sends bulk or automated messages, and Sozuri limits how many messages a project can send per minute to reduce that risk. You use this channel at your own risk: we are not responsible if WhatsApp restricts or bans your number. Link a number that belongs to your business, never a personal one: everyone on the project can read and reply to its messages.
9. AI features
AI agents and AI workflow steps reply to your recipients automatically, in your name. They are off until you turn them on, and the replies they send are charged like any other message. You are responsible for what you ask them to do, the knowledge you give them, and supervising the results: AI can be wrong, so do not rely on it for legal, medical, financial or other decisions without a person checking. You can take over any conversation, and the agent stops replying to it.
You confirm that you have the right to use the documents, notes and websites you give an AI agent. AI features use OpenAI; our Privacy Policy explains what is sent to it.
10. Fees, credit and payment
- Prepaid credit. Unless we agree to invoice you, you pay in advance by topping up a project’s credit in Kenya shillings, by M-Pesa or card. Each project’s credit is used only for that project.
- When charges apply. A message is charged when Sozuri accepts it for sending. An SMS is charged per part: up to 160 characters, fewer for long messages and for messages with special characters or emoji. A WhatsApp message is charged per message, and a voice call by its duration. Current prices are shown in your dashboard.
- Delivery. A charge is not reversed because a message was not delivered for a reason outside our control, such as a switched-off phone, an invalid number, a blocked sender or a network fault. Where a message fails because of a fault in Sozuri, we credit the charge back.
- Refunds. Credit cannot be exchanged for cash and is not refundable, except where the law requires it or we agree in writing. Promotional or trial credit has no cash value and may be withdrawn.
- Invoiced accounts. If we invoice you, pay each invoice by its due date. We may suspend the Services while an invoice is overdue.
- Taxes. Charges are subject to the taxes that apply to them, shown on your statements.
- Price changes. We may change prices by giving you notice by email or in the dashboard at least 14 days before the change applies. Credit already bought keeps the per-message price it was bought at, unless a separate agreement with you sets prices another way.
11. Your content and data
You own your Content. You allow us to store, process, transmit and display it only as needed to provide, secure and support the Services, and to meet our legal obligations.
For personal data in your Content, including your contacts and your recipients’ messages, you are the data controller and we process it on your behalf, on your instructions, as described in our Privacy Policy. You are responsible for having a lawful basis for that processing and for telling your recipients how you use their data. We will help you answer requests from people exercising their rights, and tell you without undue delay if we become aware of a breach affecting your data.
You can ask for a copy of your data, or for it to be deleted, at any time; see How to delete your data.
12. Availability and changes
We work to keep Sozuri available at all times, but we do not promise uninterrupted service, and planned maintenance, network faults and provider outages can interrupt it. Service levels, if any, are set out in a separate agreement. We may improve, change or discontinue features; if we withdraw a feature you pay for, we will tell you in advance where we reasonably can.
13. Suspension and termination
You may stop using Sozuri at any time and ask us to close your account.
We may suspend or end your access, in whole or in part, if you break these terms, do not pay, put the Services, our networks or other people at risk, or if a network, Meta or a regulator requires it. We will give you notice where we reasonably can, but not where immediate action is needed to prevent harm.
When an account closes, access ends, amounts owed remain payable, and your data is handled as our Privacy Policy describes. Sections 10, 11 and 14 to 21 continue to apply.
14. Intellectual property
Sozuri, including its software, API, documentation and brand, belongs to us and our licensors. We give you a non-exclusive, non-transferable right to use it for your business while your account is open and in line with these terms. If you send us suggestions, we may use them without obligation to you. You keep all rights in your own names and trademarks; you allow us to use them only to provide the Services, for example as a sender ID.
15. Confidentiality
Each of us will keep the other’s non-public business information confidential, and use it only for this agreement, except where the law requires it to be disclosed.
16. Warranties and disclaimers
We will provide the Services with reasonable skill and care. Apart from that, and to the extent the law allows, the Services are provided “as is”, and we do not promise that they will be uninterrupted or error-free, that every message will be delivered, or that AI output will be accurate.
17. Limitation of liability
To the extent the law allows, neither of us is liable to the other for loss of profit, revenue, business or data, or for indirect or consequential loss. Our total liability to you under or in connection with these terms, in any 12 months, is limited to the fees you paid us for the Services in the 12 months before the event that gave rise to the claim.
Nothing in these terms limits liability for fraud, for death or personal injury caused by negligence, or for anything else the law does not allow to be limited.
18. Indemnity
You will compensate us for claims, fines and costs brought against us by third parties, networks or regulators that arise from your Content, from messages you send without the necessary consent, or from your breach of these terms.
19. Changes to these terms
We may update these terms. We will tell you about a significant change by email or in the dashboard at least 14 days before it applies. If you do not accept it, you may close your account before then; continuing to use Sozuri after that means you accept the updated terms.
20. Governing law and disputes
These terms are governed by the laws of Kenya. If a dispute arises, we will first try to resolve it by talking to each other. If that fails, the courts of Kenya have exclusive jurisdiction.
21. General
- Neither of us is responsible for delays or failures caused by events beyond our reasonable control, including network outages, power failures, natural disasters and government action.
- You may not transfer this agreement without our consent. We may transfer it to a company that takes over our business.
- We send notices to the email address on your account; send yours to [email protected].
- If any part of these terms cannot be enforced, the rest remains in force. Not enforcing a right straight away does not mean giving it up.
- These terms, the Privacy Policy and any separate agreement we sign with you are the whole agreement between us about the Services.
22. Contact
Sozuri Limited
Haji Issa Complex, Kuguru Loop Road, Nairobi, Kenya
Legal: [email protected] · Support: [email protected]
Phone: +254 722 117 850