Skip to content
S SiPesan Docs
ID EN

Terms of Service

SIPESAN Terms of Service

Effective date: August 13, 2026

By signing up for and using SIPESAN (the "Service"), you ("Customer", "tenant") agree to these Terms of Service. The Service is operated by PT Tri Sahridaya Teknologi, located at Menara Tendean, 11th Floor, Unit 28, Jl. Kapten Tendean No. 20C, Mampang Prapatan, South Jakarta, Special Capital Region of Jakarta 12710, Indonesia ("we", "us").

1. Service description

SIPESAN is a B2B omnichannel livechat platform that allows Customers to manage conversations with their own end customers via the WhatsApp Business API, Telegram, and Instagram, with additional features including: flow-based chatbots, AI Agent (optional AI-powered automated replies), conversation analytics, and agent team management.

2. Accounts & eligibility

  • Customers must provide accurate registration information and keep account credentials confidential.
  • Customers are responsible for all activity under their account, including that of any agent/team member they invite.
  • The Service is intended for business (B2B) use, not for individual consumers.

3. Customer responsibility for their own end-customer data

As described in our Privacy Policy, the Customer (tenant) is the Data Controller for the individuals they serve through the Service (the Customer's own end customers). The Customer is fully responsible for:

  • Having a valid legal basis (e.g. consent) to process their end customers' data, including sending broadcast/marketing messages via WhatsApp.
  • Complying with the WhatsApp Business Platform policies, Meta Platform Terms, and Telegram's terms regarding message content and use (including prohibitions on spam, prohibited content, and opt-out handling).
  • Handling data subject requests from their own end customers (access, correction, deletion) — we provide tooling to support this to the extent the platform currently supports.

We reserve the right to suspend/close an account found to violate third-party channel policies (e.g. WhatsApp) resulting in a number/account block by Meta, which is outside our control.

4. AI features — limitations & responsibility

  • AI Agent-generated responses are automated and may contain inaccuracies. The Customer is responsible for reviewing the AI configuration (persona, topic boundaries) and monitoring the quality of responses delivered to their end customers.
  • The AI-based document verification feature (where enabled) is a decision-support tool, not a final decision — automated extraction/verification results must be human-verified for decisions with material impact (e.g. payment approval).
  • We do not guarantee the availability or performance of third-party AI providers (Anthropic, OpenAI, Google) that a Customer may select; outages at those providers are outside our control.

5. Subscriptions, billing, and AI credits

  • The Service is offered via a subscription model, prepaid credits, or a hybrid, depending on the plan the Customer selects.
  • Pricing details, quotas, and AI credit schemes are set out on each plan's billing page and may change with prior notice.
  • The Service is provided on an as-is basis; no formal Service Level Agreement (SLA) guaranteeing a specific uptime percentage currently exists.
  • Refunds for subscription cancellations or unused credits are determined by the commercial agreement between each Customer and us.

6. Prohibited use

The Customer may not use the Service to:

  • Send unlawful messages, spam, or messages without a valid recipient consent basis.
  • Engage in activity that violates the Meta Platform Terms, WhatsApp Business Policy, or Telegram's terms.
  • Attempt to access another tenant's data or bypass the Service's multi-tenant isolation.
  • Use the AI Agent feature to generate deliberately misleading or unlawful content.

Violations may result in account suspension or termination without refund for the remaining period, depending on the severity of the violation.

7. Intellectual property

The Service, including its code, design, and the SIPESAN brand, is owned by us or our licensors. The Customer receives a limited, non-exclusive right to use the Service during an active subscription. Data uploaded/generated by the Customer (conversations, chatbot configuration, etc.) remains the Customer's property.

8. Limitation of liability

To the extent permitted by applicable law, we are not liable for indirect losses, loss of profits, or losses resulting from disruptions to third-party services (WhatsApp/Meta, Telegram, AI providers, payment providers) outside our control. Our liability for direct claims is limited to the subscription fees paid by the Customer in the 3 (three) months preceding the claim.

9. Termination

  • The Customer may cancel their subscription via the mechanism available in account settings.
  • We may terminate/suspend access in the event of a breach of these Terms.
  • After termination, data will be handled per Privacy Policy §7 (retention).

10. Changes to these Terms

We may update this document from time to time. Material changes will be communicated via email or an in-app notification.

11. Governing law & dispute resolution

These Terms are governed by the laws of the Republic of Indonesia. Disputes that cannot be resolved amicably will be settled through the competent court in the South Jakarta jurisdiction.

12. Contact

For questions about these Terms of Service, contact us at support@sipesan.com.

PT Tri Sahridaya Teknologi Menara Tendean, 11th Floor, Unit 28, Jl. Kapten Tendean No. 20C Mampang Prapatan, South Jakarta Special Capital Region of Jakarta 12710, Indonesia