Terms of Service

By accessing or using the NovatraCloud platform ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to all of these Terms, you may not access or use the Service.

These Terms apply to all users of the Service, including but not limited to workspace owners, administrators, customer service representatives, delivery agents, riders, and any other individuals who access or use the platform.

NovatraCloud Limited ("NovatraCloud," "we," "us," or "our") reserves the right to update or modify these Terms at any time. Material changes will be communicated via email or through the platform. Your continued use of the Service after any changes constitutes acceptance of the updated Terms.

NovatraCloud is an all-in-one operations platform that provides Nigerian eCommerce and logistics businesses with tools to manage:

• Order management and tracking
• Delivery and logistics coordination
• Inventory management
• Customer relationship management
• WhatsApp-based customer notifications and AI assistant
• Marketing broadcast campaigns
• Team and role management
• Reporting and analytics
• Payment-on-delivery settlement tracking
• Integration with third-party services (Paystack, WhatsApp, etc.)

The Service is provided as a Software-as-a-Service (SaaS) model on a subscription basis. We reserve the right to modify, suspend, or discontinue any feature of the Service at any time with reasonable notice.

To use the Service, you must create an account. You agree to:

• Provide accurate, current, and complete registration information
• Maintain and promptly update your account information as needed
• Maintain the security and confidentiality of your login credentials
• Not share your account credentials with unauthorised individuals
• Not create accounts through automated means or bots
• Not create multiple accounts to circumvent trial limits or pricing tiers

You are responsible for all activity that occurs under your account. Notify us immediately at support@novatracloud.com if you suspect any unauthorised use of your account.

Each workspace is a multi-tenant environment. The workspace owner is the account holder and is responsible for managing users, roles, and permissions within their workspace.

NovatraCloud operates on a subscription-based pricing model. By subscribing to a paid plan, you agree to:

• Pay all fees associated with your chosen subscription plan as described on our pricing page at the time of subscription
• Provide valid payment information via our payment processor, Paystack
• Authorise recurring billing for monthly or annual subscription fees, as applicable
• Pay any applicable taxes, including VAT, where required by Nigerian law

Billing Cycle: Subscription fees are billed in advance on a monthly or annual basis, depending on your selected plan. Payments are processed securely by Paystack.

Credits & Overage: Certain features (WhatsApp notifications, SMS, marketing broadcasts) operate on a credit-based system. Additional credits can be purchased separately. Overage charges, where applicable, will be billed according to the rates displayed in your workspace settings.

Free Trial: New workspaces receive a 3-day free trial with limited features. At the end of the trial period, you must select a paid plan to continue using the Service.

Refunds: Subscription fees are non-refundable except where required by applicable Nigerian consumer protection laws. Prepaid credits are non-refundable and non-transferable.

Price Changes: We reserve the right to change our pricing with 30 days' notice. Price changes will not affect your current billing cycle.

As a user of NovatraCloud, you agree to:

• Use the Service in compliance with all applicable Nigerian laws and regulations, including the Nigeria Data Protection Regulation (NDPR)
• Obtain all necessary consents from your customers before sending them WhatsApp messages, SMS, or email communications through our platform
• Ensure that any customer data you input into the platform is collected and processed lawfully
• Maintain accurate records of customer opt-ins for marketing communications

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable law
• Send unsolicited or spam messages through the platform
• Use the Service to store or transmit malicious code, viruses, or harmful content
• Attempt to access another workspace's data or breach the platform's security measures
• Reverse engineer, decompile, or disassemble any part of the Service
• Use automated tools (scrapers, bots) to access or extract data from the Service without our written permission
• Use the Service in a way that could damage, disable, or impair our infrastructure
• Use the Service in connection with any illegal business activity or prohibited goods/services

Your Data: You retain all ownership rights to the data you enter into the platform, including customer information, orders, products, and business records. NovatraCloud does not claim ownership of your data.

License to Us: By using the Service, you grant NovatraCloud a limited license to access, use, and process your data solely for the purpose of providing and improving the Service. This license does not grant us the right to sell your data or use it for any purpose unrelated to the Service.

Data Protection: We process your data in accordance with our Privacy Policy. We implement appropriate technical and organisational measures to protect your data, including encryption, access controls, and multi-tenant isolation at the database level.

Data Export: You may export your data at any time during your subscription via the platform's export features. Upon termination, we will provide a reasonable period (minimum 30 days) to retrieve your data before it is securely deleted.

NovatraCloud integrates with third-party services to provide core functionality. Your use of these services is subject to their respective terms:

• Paystack: Payment processing. Subject to Paystack's Terms of Service.
• WhatsApp (Meta): Customer messaging. Subject to Meta's WhatsApp Business Terms and applicable policies.
• Supabase: Database and authentication hosting.
• Vercel: Application hosting.
• Resend: Email delivery.
• Anthropic (Claude): AI assistant capabilities.

NovatraCloud is not responsible for the availability, reliability, or terms of third-party services. We recommend reviewing their terms before connecting them to your workspace.

For WhatsApp specifically, you are responsible for ensuring your WhatsApp Business Account complies with Meta's WhatsApp Business Messaging Policy, including obtaining customer opt-in before sending messages.

NovatraCloud IP: The Service, including its code, design, logos, trademarks, and proprietary technology, is owned by NovatraCloud Limited and protected by Nigerian and international intellectual property laws. You may not copy, modify, distribute, sell, or create derivative works based on the Service without our express written permission.

Feedback: If you provide us with suggestions, feedback, or feature requests, we may use them without obligation to compensate you.

To the maximum extent permitted by applicable Nigerian law:

• NovatraCloud provides the Service “as is” and “as available” without warranties of any kind, either express or implied
• We do not guarantee that the Service will be uninterrupted, error-free, or secure at all times
• We are not liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from your use of the Service
• Our total liability for any claim arising from these Terms or the Service is limited to the amount you have paid us in the 12 months preceding the claim
• We are not liable for any loss or damage resulting from:
  • Service interruptions due to maintenance or technical issues
  • Data loss or corruption (you are responsible for maintaining backups)
  • Actions of third-party service providers (Paystack, Meta, etc.)
  • Unauthorised access to your account due to compromised credentials
  • Downtime or data loss caused by events outside our reasonable control (force majeure)

By You: You may cancel your subscription at any time through your workspace settings. Upon cancellation, the Service will remain active until the end of your current billing period, after which your account will be downgraded or deactivated.

By Us: We may suspend or terminate your access to the Service if:

• You materially breach these Terms and fail to remedy the breach within 7 days of notice
• Your payment fails and remains unpaid for 14 days after the due date
• You use the Service for any illegal activity
• You violate Meta's WhatsApp policies in a way that could affect our platform standing

Effect of Termination: Upon termination, your right to use the Service ceases immediately. We will provide you with a minimum of 30 days to export your data before secure deletion.

These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

Any disputes arising from these Terms shall first be resolved through informal negotiation. If the dispute cannot be resolved within 30 days, it shall be referred to mediation at the Lagos Multi-Door Courthouse (LMDC) before any legal action is taken.

If mediation fails, the dispute shall be resolved exclusively by the courts of Lagos State, Nigeria.

Support: We provide email-based support during Nigerian business hours (Monday to Friday, 9:00 AM to 6:00 PM WAT). Enterprise plans receive priority support with guaranteed response times as specified in the plan details.

Uptime: We strive to maintain 99.5% platform uptime, excluding scheduled maintenance. Scheduled maintenance will be communicated at least 24 hours in advance.

Unauthorised Access: You acknowledge that we implement security measures including Row-Level Security (RLS) for multi-tenant data isolation, TLS encryption, and role-based access controls. However, no system is completely secure, and you are encouraged to follow security best practices for your own credentials.

• Entire Agreement: These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and NovatraCloud.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.
• Waiver: Our failure to enforce any right or provision does not constitute a waiver of that right.
• Assignment: You may not assign or transfer your rights under these Terms without our prior written consent. NovatraCloud may assign these Terms in connection with a merger, acquisition, or sale of assets.
• Notices: Legal notices may be sent to the email address associated with your account or to the contact address below.

If you have any questions, concerns, or requests regarding these Terms of Service, please contact us at: