Terms & Conditions

1. The agreement

These Terms & Conditions (“Terms”) are an agreement between Maîtrise Business Systems (“Maîtrise,” “we,” “us”) and the business that uses a Maîtrise service (the “business” or “business client”). They govern the Maîtrise website, the Maîtrise connection pages, the business workspace, the managed customer-care service and any other service Maîtrise provides.

The Privacy Policy, the Confidentiality Commitment and the Data Deletion instructions form part of these Terms (together, the “Agreement”). A signed proposal, order, onboarding record or service agreement may add business-specific terms. If it directly conflicts with these Terms, the signed business-specific document controls for that business and scope only.

2. How the Terms are accepted

The business accepts the Agreement, and is bound by it, when any of the following happens first:

• it confirms the authorization on a Maîtrise connection page and continues to Facebook / Meta’s official authorization window;
• it connects, or authorizes Maîtrise to access, a WhatsApp Business number, WhatsApp Business Account, Facebook page, Meta business portfolio, Google Business Profile or any other account or asset;
• it signs or approves a proposal, order or onboarding record, including by WhatsApp message or email; or
• it uses the service, or pays a Maîtrise invoice.

The person who does any of these things confirms that they are at least 18 years old, that they own or are authorized to act for the business and for every account or asset they connect, and that they have read the Agreement. A person who accepts without that authority is personally responsible for the obligations in the Agreement.

Maîtrise keeps an electronic record of each acceptance, including the date and time, the invitation or workspace used, the connected number or account and the version of the Terms in force. The business agrees that this electronic acceptance and record have the same effect as a signed written agreement, to the extent permitted by law.

3. What Maîtrise provides

Maîtrise offers two groups of paid plan, described in section 5: Audit plans and Customer Care plans. It also offers a free 7-day audit, which is separate from the paid plans. Unless a section says otherwise, the rest of these Terms apply to all of them.

The Customer Care plans provide managed customer care on WhatsApp for a named business: answering incoming everyday questions, helping interested customers understand the business’s services, checking in after a visit, service, purchase or delivery, listening to feedback, passing requests and complaints to the business’s responsible people, handling return contact that the business approved and the customer agreed to, and reporting what happened, including a weekly report on WhatsApp.

Maîtrise replies to incoming messages. It does not start a new conversation or send a scheduled follow-up unless the business approved it and the customer agreed to the relevant contact. Silence is not consent, and opt-outs are respected.

Conversations follow the business’s identity, tone, services and rules. Decisions about appointments, orders, prices, changes, refunds or other remedies remain with the business. Maîtrise relays only decisions that the business has confirmed.

Clinics, rehabilitation centres and other health businesses may use the service for administrative customer care only: welcome messages, appointment requests, experience check-ins and agreed return reminders. Maîtrise does not provide medical advice, diagnosis or treatment, and does not assess clinical questions; those are passed to the business. The health business remains responsible for its professional and patient-confidentiality obligations.

The business keeps using its WhatsApp Business app. Once connected, Maîtrise receives the messages sent and received on the connected number, including messages the business’s own team sends from the app, so that it can see when a person from the business has stepped into a conversation and stop replying automatically.

4. Automated replies and human oversight

The service uses automated message processing, including artificial-intelligence language and voice-transcription technology, to understand messages and prepare or send routine replies within the rules the business approves. Automated replies can be incomplete or wrong. The business is responsible for the accuracy of the information it supplies (services, prices, hours, policies) and must tell Maîtrise promptly when it changes.

The business can pause automated replies for its whole workspace, and its authorized staff can pause or resume them for a single conversation. When a person from the business replies in a conversation, Maîtrise steps back. Maîtrise may also escalate uncertain, sensitive or high-value conversations to the business rather than reply.

5. Plans and pricing

Maîtrise offers two services, each available as a monthly plan or as a yearly plan. All prices are in US dollars. The business chooses its plan when it orders; the plan is the one named in the business’s order or onboarding record.

Monthly plans

• Audit, monthly: $25 per month. Audit only.
• Customer Care, monthly: $49 per month, plus $0.10 per message sent.

Yearly plans

• Audit, yearly: $250 per year. Audit only.
• Customer Care, yearly: $500 per year, plus $0.10 per message sent.

A yearly plan is the same service as the corresponding monthly plan, billed once a year, in advance, for twelve months; the scope, the weekly report and the per-message charge do not change with the billing period.

Audit plans (audit only)

An Audit plan is audit only. Maîtrise reads the business’s WhatsApp text messages, measures waiting time, unanswered messages and missed follow-up, and reports what it finds. Under an Audit plan Maîtrise does not edit anything, does not send any message to the business’s customers and does not reply to them. No per-message charge applies to an Audit plan, and the prepaid wallet does not apply to it. The business receives a weekly report on WhatsApp covering what Maîtrise audited and what it found.

Customer Care plans

A Customer Care plan covers all the other services described in section 3: incoming customer conversations, after-sales care, approved follow-ups, a record of customer permission, and a weekly report on WhatsApp. The subscription covers the workspace, incoming customer conversations, the business’s configuration and rules, reports, and arranging and managing agreed customer-care follow-ups. Each message Maîtrise sends on the business’s behalf is charged at $0.10 and is paid from the business’s prepaid wallet, as described in section 6. Messages received from customers, and messages the business’s own team sends from its WhatsApp Business app, are not charged. One rule applies to every sector.

Free 7-day audit

The free 7-day audit is a separate offer. It is not part of any paid plan, and receiving it does not oblige the business to subscribe to a paid plan. A paid plan starts only when the business orders it.

Weekly reports

The weekly report under each plan is delivered on WhatsApp. It is based on what Maîtrise recorded or audited during the week, and it does not predict or promise any result.

Platform charges

Maîtrise pays the Meta / WhatsApp messaging charges for service delivered under the published price. If Meta or another platform materially changes its charges, Maîtrise may adjust the price with at least 30 days’ written notice; the business may cancel before the change takes effect.

6. Invoices and payment

A message Maîtrise sends on the business’s behalf is counted once, as soon as WhatsApp accepts it for sending, whatever its delivery status afterwards. Each message is counted once, and messages received from customers are never counted. Duplicate attempts, and sends that WhatsApp rejects before accepting them, are not charged. Where a business uses a prepaid message balance, each counted message is paid from that balance and is never charged a second time on the invoice; any counted message not paid from the balance is charged on the invoice. Invoices issued before 1 October 2026 keep the price and counting rule that applied when they were issued.

When each plan is billed. Monthly plans (Audit, monthly and Customer Care, monthly) are billed monthly. Yearly plans (Audit, yearly and Customer Care, yearly) are billed once a year, in advance, for the year. On the Customer Care plans, whether monthly or yearly, each message sent is charged at $0.10 and is paid from the business’s prepaid wallet or, where the wallet did not pay for it, billed on the invoice monthly, in arrears, for the messages sent in the period just ended.

Prepaid wallet. The prepaid wallet holds a balance in US dollars that pays the $0.10 per message of the Customer Care plans. The business tops up the wallet, and each message Maîtrise sends is deducted from the balance once WhatsApp accepts it. The balance never goes below zero. Every message sent is listed in the usage report that accompanies each invoice, and a message the wallet paid is shown there as paid from the wallet and is never charged a second time on the invoice. A message the wallet did not pay for, for example one sent while the wallet was not yet in use, or one sent at the moment the balance ran out, is billed on the invoice and also appears in the usage report. The invoice therefore carries the subscription (or the yearly fee) and the usage report, plus the amount of any message the wallet did not pay. Audit plans send no messages to the business’s customers, so the wallet does not apply to them.

Maîtrise issues an invoice for each billing cycle showing the subscription, a usage report of the messages sent, the unit price, any amount already paid from a prepaid balance and the total. Maîtrise’s system count is the basis for the invoice; the business may question an invoice in writing within 14 days of its date, after which it is treated as accepted. Payment is due within seven calendar days of the invoice date unless a signed agreement says otherwise.

If an invoice is unpaid after the due date, Maîtrise may pause service activity until payment is recorded. A pause does not delete data, cancel amounts already due or stop the monthly subscription from accruing. Fees already paid are non-refundable except where these Terms or the law say otherwise. Prices exclude any tax or duty that must legally be added.

7. Business client responsibilities

The business must:

• provide accurate business, owner, staff, customer and event information and keep it current;
• name the owner and the people responsible for orders, appointments, complaints and other decisions, and respond to escalations within a reasonable time;
• have a lawful basis, and any required permission or notice, before asking Maîtrise to contact a customer, and tell its customers, for example in its own privacy notice, that its WhatsApp customer care is handled with the help of a service provider and automated replies;
• respect opt-outs and tell Maîtrise promptly about any objection, correction or deletion request it receives;
• follow the rules of WhatsApp, Meta, Google and any other platform it connects, including rules on reviews;
• protect its workspace access, connection invitations and staff phone numbers, and report suspected unauthorized access immediately;
• use the service only for lawful business activity and comply with consumer, privacy, marketing, professional and industry rules that apply to it.

The business may not use Maîtrise for deception, harassment, spam, unlawful surveillance, prohibited goods or services, or messages that break platform rules. It may not claim that Maîtrise confirmed a sale, booking, refund, delivery or other decision that the business did not actually approve.

8. WhatsApp, Meta, Google and other platforms

The business connects its own WhatsApp Business number through Meta’s official Embedded Signup process and approves the permissions Maîtrise needs. The business keeps ownership of its number, WhatsApp Business Account, Facebook / Meta assets and Google Business Profile. Maîtrise acts only within the access the business grants and never asks for the business’s Facebook, WhatsApp or Google password.

During connection, Meta may offer the business the choice to share contacts and previous conversations with Maîtrise. Maîtrise follows that choice. Imported contacts and history never create permission for proactive messages.

These platforms are operated by third parties under their own terms. Their eligibility decisions, approvals, fees, message windows, account quality rules, restrictions, outages and changes are outside Maîtrise’s control. Maîtrise may block, delay or refuse an instruction that lacks permission, breaks a platform rule, duplicates a message, falls outside an approved workflow or creates a legal, safety or account risk.

The business authorizes Maîtrise to identify itself as “Maîtrise Customer Care” acting for the named business. Maîtrise will not pretend to be the owner or claim authority reserved for the business’s team. Maîtrise shares the business’s own Google review link; it does not write, buy, reward or remove reviews, and does not promise ratings.

The business may disconnect Maîtrise at any time in its Meta or Google settings. Disconnecting stops the service on that account but does not cancel the Agreement, amounts due or data handling described in the Privacy Policy; to end the service, give notice under section 14.

9. Websites, profiles and other services

Maîtrise may also build or publish websites and landing pages, claim or correct a Google Business Profile, or provide other agreed services. The price, scope and timing are those in the written quote or message the business accepts. For websites, the business registers and owns its domain; Maîtrise’s publishing fee and recurring hosting fee are due as quoted, and Maîtrise may take a site offline if hosting fees remain unpaid after notice. The business is responsible for the content, images and claims it supplies for publication.

10. Data ownership and confidentiality

The business keeps its rights in its customer information, files, product information and instructions. Maîtrise uses them only to provide, secure, support, improve and account for the service, meet legal obligations and enforce the Agreement. Maîtrise keeps each business’s customers, conversations and reports separate from every other business and never sells a customer list.

Each party must protect the other party’s non-public information with reasonable care, as described in the Confidentiality Commitment. This includes Maîtrise’s software, system design, prompts and instructions, workflows, configurations, templates, pricing arrangements and security information. These duties continue after the Agreement ends.

11. Intellectual property and permitted use

Maîtrise keeps all rights in its software, platform, system design, prompts, workflows, templates, documentation, reports format, brand and know-how, including improvements made while serving the business. The business receives a limited, non-exclusive, non-transferable right to use the active service for its own operations.

The business may not copy, resell or sublicense the service; reverse engineer it; attempt to extract its prompts, instructions or configuration, including by sending crafted messages to the automated agent; bypass its security or limits; or use it to build a competing product.

The business keeps its own trademarks, content and files, and allows Maîtrise to use them to provide the service. Unless the business says otherwise in writing, Maîtrise may name the business as a client. Feedback may be used freely to improve Maîtrise, provided it does not reveal the business’s confidential information or identify its customers.

12. Responsibility for the business’s data and instructions

The business will defend and compensate Maîtrise, its owner and staff against claims, fines, platform penalties, losses and reasonable legal costs arising from: customer data the business supplied or instructed Maîtrise to use without a lawful basis or required permission; content, prices, promises or information the business supplied; decisions the business made or failed to make; the business’s breach of the Agreement, the law or platform rules; or access to the business’s accounts through the business’s own credentials or staff.

13. Suspension and service changes

Maîtrise may pause all or part of the service for unpaid invoices, security incidents, suspected unauthorized access, missing permission, opt-outs, incorrect routing, platform restrictions, unlawful use, risk to a platform account, or a breach of the Agreement. Where practical, Maîtrise will explain the reason and what is needed to restore the service.

Maîtrise may improve, change or replace features, technology and providers to maintain safety, compliance and reliability. It will not materially reduce the agreed scope or raise the price during a paid period without notice, except where a tax or third-party charge must be applied.

14. Cancellation, export and deletion

Either party may end a monthly plan by written notice (email or WhatsApp). The service ends at the end of the current billing month unless agreed otherwise; amounts already due remain payable. Maîtrise may terminate immediately for unlawful use, deliberate misuse, repeated platform violations, non-payment after notice or a material security risk.

For 30 days after the service ends, the business may request an export of its available customer-care data. After that, Maîtrise deletes or anonymizes the data as described in the Privacy Policy and Data Deletion instructions, except records it must keep for law, accounting, fraud prevention, disputes or to prevent unwanted future contact. Sections on payment, confidentiality, intellectual property, responsibility, liability and law survive termination.

15. Service standard and no guaranteed outcome

Maîtrise provides the service with reasonable care and skill. Otherwise, the service is provided “as is” and “as available.” Maîtrise does not guarantee message delivery, platform eligibility or approval, template approval, customer replies, satisfaction, reviews, ratings, sales, revenue, cost savings, error-free automated replies or uninterrupted availability. Examples and previews are illustrations, not promises.

16. Limitation of liability

Nothing in the Agreement excludes liability that cannot lawfully be excluded, including for fraud or intentional misconduct. To the maximum extent the law allows, Maîtrise is not liable for indirect, incidental, special or consequential loss, lost profit, revenue, business, customers, goodwill or data, or for loss caused by Meta, WhatsApp, Google, telecommunications or other third parties, or by the business’s own information, instructions or staff.

To the maximum extent the law allows, Maîtrise’s total liability for all claims relating to the Agreement is limited to the fees the business paid Maîtrise for the affected service during the three months before the event that gave rise to the claim. This limit does not reduce the business’s duty to pay valid invoices or its responsibilities under section 12.

17. Events outside our control

Neither party is responsible for a delay or failure caused by events beyond its reasonable control, including platform outages or restrictions, internet, electricity or telecommunications failures, government action, conflict, civil unrest or natural events. Payment obligations for service already provided are not excused.

18. Governing law and disputes

The Agreement is governed by the laws of Lebanon, including the law on electronic transactions and personal data (Law No. 81 of 2018), without limiting mandatory rights that apply elsewhere. The parties will first try in good faith to resolve a dispute by written notice for 30 days. If it is not resolved, the competent courts of Tripoli, North Lebanon, have exclusive jurisdiction unless mandatory law requires otherwise. Maîtrise may still seek urgent relief or collect unpaid invoices in any competent court.

19. General terms

The Agreement is the entire agreement on its subject and replaces earlier discussions, except signed business-specific terms. If a provision is found unenforceable, the rest remains in force. Not enforcing a right is not a waiver. The business may not transfer the Agreement without Maîtrise’s written consent; Maîtrise may transfer it to an affiliate or a successor of its business. The parties are independent contractors. Notices by email or WhatsApp to the contact details on record are valid. If these Terms are translated, the English version controls.

20. Changes to these Terms

Maîtrise may update these Terms when the service, pricing, law or platform requirements change. The new date will appear on this page. Material changes affecting an active paid service will be sent to the business before they take effect where reasonably possible. Continued use after the effective date means the updated Terms apply.

21. Contact and notices

Legal, billing, cancellation and privacy notices should name the business and the subject of the request.

Maîtrise Business SystemsWebsite: maîtrise.netEmail: hello@maîtrise.netWhatsApp: +961 81 954 136