Terms

Sema connects your own WhatsApp Business number to a shared inbox, campaigns and payment tools. We are an independent product built on Meta's official WhatsApp Business Platform. We are not Meta, not endorsed by Meta, and WhatsApp is their trademark.

Your WhatsApp number, your WhatsApp Business Account and your customer relationships remain yours. If you leave, they go with you.

Consent. You may only message people who agreed to hear from you. This is not our preference, it is the law under the Data Protection Act and it is WhatsApp's policy. Sema records consent and excludes anyone who opts out, but it cannot verify that consent was genuinely obtained — that is yours to stand behind.

What you send. You are responsible for the content of your messages and for following WhatsApp's Business and Commerce Policies. Certain goods cannot be sold over WhatsApp at all.

Your team. Anyone you invite can act on your workspace within the role you give them. Remove people who leave.

Keeping the service running, keeping your data separated from every other business using Sema, sending what you ask us to send, and charging you accurately for it.

We bill from what WhatsApp actually charged us, not from our own estimate. Where a message turns out not to be billable, you are not billed. Where a message fails, the cost is refunded to your balance automatically.

You pay a monthly plan plus the cost of the messages you send. Message rates are set by WhatsApp and vary by the country you are messaging and the type of message. Replies inside a customer's 24-hour window are free.

Message costs are drawn from a prepaid balance you top up by M-Pesa or card. If the balance runs out, campaigns pause — but you can still reply to customers inside an open conversation, because support should not stop because of billing.

Plans are billed monthly in advance and can be cancelled at any time, effective at the end of the period you have paid for. Unused prepaid message credit is refundable on request for 12 months.

Kenyan customers are billed in shillings with VAT where it applies. Businesses outside Kenya are billed in US dollars and zero-rated as an exported service.

WhatsApp can restrict, suspend or ban a business number, change its quality rating, change what a message costs, or reject a template. We surface these to you as soon as Meta tells us, but we cannot overrule them and we are not liable for them.

Concretely: if your number is restricted because recipients reported your messages, we will show you why and help you understand it, but we cannot get the number reinstated and we do not refund the plan for that period.

You can close your workspace at any time. Export your data first — we delete conversations, contacts and attachments within 30 days, and after that they are gone.

We may suspend an account that is being used to send messages to people who did not consent, to break WhatsApp's policies, or in a way that puts other customers' numbers at risk. Where we can, we will warn you first.

Our liability is limited to the fees you paid in the three months before the claim. We are not liable for lost profits or lost business.

Nothing here limits liability for anything that cannot lawfully be limited.

These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction.