Terms of Service — RealConnect CRM

1. Acceptance of Terms

RealConnect CRM ("Service") is developed and operated by Realtrack Technologies LLC ("RealTrack," "we," "us," or "our"), a company registered in Dubai, United Arab Emirates. By accessing, registering for, or using the Service, you ("Client," "you," or "your") agree to these Terms of Service ("Terms"), our Privacy Policy, and all applicable laws and regulations. If you are using the Service on behalf of a business, you represent that you have authority to bind that entity. If you do not agree, do not use the Service.

2. Description of Service

RealConnect CRM is a SaaS platform enabling businesses to manage customer communications via official Meta platforms — the WhatsApp Business Platform (Cloud API), the Messenger Platform and the Instagram API. The Service includes:

Real-time Conversation Inbox — Shared team inbox for WhatsApp (text, media, documents), Facebook Messenger and Instagram Direct messages.
Instagram Comment-to-DM — Keyword rules that send a private reply to people who comment on the Client's Instagram posts.
Messenger Marketing Messages — Opt-in requests and marketing messages to Messenger subscribers who opted in.
Human Agent Replies — Personal replies by the Client's agents on Messenger and Instagram up to 7 days after the customer's last message.
Facebook Page Posts — Publish, schedule, edit and delete posts on the Client's connected Facebook Page.
Contact & Lead Management — Create, organize, tag, import (CSV), and manage contacts and leads.
Message Templates — Create, submit for Meta approval, and manage WhatsApp templates with media headers, variables, and buttons.
Broadcast Campaigns — Send approved templates to segmented contact lists with scheduling and delivery tracking.
Facebook/Instagram Lead Ads Integration — Real-time lead capture from Lead Ad forms with field mapping.
Click-to-WhatsApp (CTWA) Ads — Create and manage ads that direct users to start WhatsApp conversations.
Ad Campaign Management — Create, manage, and monitor Meta ad campaigns from within the CRM.
WhatsApp Coexistence — Use the WhatsApp Business App and Cloud API simultaneously on the same phone number.
Embedded Signup — One-click WABA connection via Meta's official onboarding flow.
Automations — Keyword auto-replies, after-hours messages, and new contact workflows.
Role-Based Access Control (RBAC) — Team management with configurable roles and permissions.
Analytics & Dashboards — Conversation metrics, campaign performance, delivery reports, and ad ROI.

3. Account Registration & Security

Provide accurate, current, and complete information during registration.
Maintain confidentiality of account credentials, API keys, and access tokens.
You are responsible for all activities under your account and sub-accounts.
Notify info@realtrack.ae immediately if you suspect unauthorized access.
Do not share, transfer, or sell account access without prior written consent.

4. Meta Platform Permissions & Compliance

Critical: Your use of RealConnect CRM is subject to Meta's policies. Violations may result in restrictions imposed directly by Meta, for which RealConnect CRM bears no responsibility.

4.1 Permissions We Request

RealConnect CRM requests the following Meta permissions. Each permission is used solely to deliver specific platform features as described, with its current Meta App Review status:

Note: Permissions and features marked Pending Approval below are awaiting Meta App Review and are not yet active in production. Features that depend on them stay disabled until approval is granted. All permissions marked Approved are active.

Permission / Feature	What It Enables in RealConnect CRM	Status
public_profile	Identifies the user during Embedded Signup. Displays user identity in CRM. No data shared externally.	Approved
whatsapp_business_messaging	Send and receive WhatsApp messages on behalf of Clients. Powers the real-time inbox, campaigns, templates, and automated replies.	Approved
whatsapp_business_management	Manage WABA: phone numbers, message templates (create/edit/delete/submit), webhook subscriptions, quality rating, messaging limits, and business profile.	Approved
whatsapp_business_manage_events	Log conversion events (e.g. qualified lead, booking, purchase marked by the Client) from WhatsApp conversations to Meta for the Client's own WABA, for the Client's ads optimization and reporting. No message content is sent.	Approved
business_management	Manage Meta Business Portfolio assets during Embedded Signup. List/verify WABAs, ad accounts, Pages. Manage system user tokens.	Approved
pages_show_list	List Facebook Pages the Client manages. Used for selecting a Page for Messenger, Lead Ads, Page posts and CTWA integration.	Approved
pages_read_engagement	Read Page metadata (name, category, ID) to associate Pages with Lead Ad forms and CTWA campaigns, and list the Page's published and scheduled posts for the Facebook Posts page. No visitor data accessed.	Approved
pages_manage_metadata	Subscribe a connected Page to the `leadgen`, `messages` and `messaging_optins` webhook fields. No Page content changed.	Approved
pages_messaging	Send and receive Messenger messages for the Client's connected Page in the shared inbox, within Meta's messaging window. Reads a new sender's name to label the conversation.	Approved
pages_manage_posts	Publish, schedule, edit and delete Page posts when the Client does so in RealConnect, and upload a Lead Ads form cover image as an unpublished Page photo. Never posts automatically.	Approved
pages_user_locale	Read the language setting of people who message the Client's Page so agents can reply in their language.	Approved
marketing_messages_messenger	Send Meta's marketing opt-in request, record subscribe/unsubscribe, and send marketing messages only to opted-in subscribers of the Client's Page.	Approved
paid_marketing_messages	Create paid Messenger marketing message campaigns billed to the Client's Ad Account, delivered only to opted-in subscribers, and read their results.	Approved
instagram_business_basic	Read the connected Instagram professional account's ID, username, name, profile picture and account type.	Approved
instagram_business_manage_messages	Receive and reply to Instagram Direct messages in the shared inbox, within Meta's messaging window.	Approved
instagram_business_manage_comments	Receive comments on the Client's own posts and send one private reply (and optional public reply) to comments matching the Client's keyword rules.	Approved
Human Agent (feature)	Let the Client's agents personally reply on Messenger/Instagram up to 7 days after the customer's last message with the `HUMAN_AGENT` tag. Never for automated or promotional messages.	Pending Approval
pages_manage_ads	Manage ads linked to Facebook Pages. Create/manage CTWA and Lead Ad campaigns from within the CRM.	Approved
leads_retrieval	Retrieve leads from Facebook/Instagram Lead Ad forms in real-time via webhooks. Lead data stored in CRM for Client follow-up only.	Approved
ads_read	Read ad campaign data (name, status, metrics) for dashboard analytics alongside WhatsApp engagement data. Ad performance analytics are unavailable until this is approved; campaign creation/management via `ads_management` is unaffected.	Pending Approval
ads_management	Create, edit, and manage CTWA and Lead Ad campaigns programmatically from the CRM. Only manages campaigns Client creates through RealConnect.	Approved
Marketing API Access (Standard Tier)	Advanced, higher-volume Marketing API access for programmatic CTWA and Lead Ad campaign operations. Requested with `ads_management` and `pages_manage_ads`. RealConnect CRM currently operates on Meta's Basic Marketing API access tier.	Pending Approval

4.2 Policy Compliance

You agree to comply with all applicable Meta and WhatsApp policies:

You acknowledge that:

All business-initiated WhatsApp messages require valid, explicit opt-in consent from end-users.
Templates must be submitted for Meta approval and used only for their approved category.
You will not send spam or messages to users who have not opted in.
You will honor all opt-out requests promptly.
You are solely responsible for Meta-imposed account actions (restrictions, bans, quality downgrades).
You will not message about Meta's Regulated Verticals without obtaining required Meta approval.
On Messenger and Instagram you will reply only within Meta's messaging window, and use Human Agent replies only for messages your agents personally type.
You will send Messenger marketing messages only to people who opted in, and respect every opt-out.

5. WhatsApp Coexistence Terms

This section applies to Clients who enable WhatsApp Coexistence through RealConnect CRM.

WhatsApp Coexistence is an official Meta feature allowing simultaneous use of the WhatsApp Business App and Cloud API on the same phone number. By enabling it, you agree:

Eligibility: Only numbers with established WhatsApp Business App activity qualify. Newly created or inactive numbers may be rejected by Meta. RealConnect CRM does not control eligibility.
Onboarding: Enabled via Meta's Embedded Signup. You grant RealConnect CRM access to your WABA and phone number for Cloud API operations. All companion devices will be unlinked during onboarding (WhatsApp for Windows and WearOS are not supported).
Message Sync: Cloud API messages appear in the WhatsApp Business App. App messages are echoed to RealConnect CRM via smb_message_echoes webhooks. Contact data syncs via smb_app_state_sync. Sync starts from activation — no historical chat data is imported.
Limitations: Template messages can only be sent via Cloud API (RealConnect CRM), not from the app. Business profile is managed from the app, not the CRM. Messages from unsupported companion devices won't trigger webhooks. Geographic availability depends on Meta.
Pricing: App messages remain free. Cloud API messages are subject to Meta's conversation-based pricing plus RealConnect CRM subscription fees.
Reconnection: If you reinstall or re-register the WhatsApp Business App, Coexistence may require reconnection. Meta provides a reconnection flow, but automatic reconnection is not guaranteed.

6. Embedded Signup & WABA Connection

When connecting your WABA via Meta's Embedded Signup flow:

You authorize RealConnect CRM to access and manage your WABA (send/receive messages, manage templates, subscribe to webhooks).
You authorize sharing of your Meta Business Portfolio ID, WABA ID, phone number details, and verification status.
You retain full ownership of your WABA in your Meta Business Manager at all times.
You may disconnect your WABA from RealConnect CRM at any time via platform settings or by revoking access in Meta Business Manager.
Embedded Signup uses OAuth 2.0. RealConnect CRM never accesses or stores your Facebook/Meta password.

7. Facebook Lead Ads, Page Posts & Ads Management

RealConnect CRM provides integration with Meta's advertising platform. By using these features, you agree:

Lead Ads: Leads captured from your Facebook/Instagram Lead Ad forms are delivered to your RealConnect CRM account in real-time via webhooks. Lead data (name, email, phone, custom fields) is stored in your CRM for your business use only. We do not use lead data for our own purposes or share it with anyone other than you.
CTWA Campaigns: Click-to-WhatsApp ads created through RealConnect CRM direct end-users to start a WhatsApp conversation with your business. You are responsible for ad content compliance with Meta's Advertising Policies.
Ad Management: RealConnect CRM manages only campaigns you explicitly create through our platform. We do not modify, pause, or delete campaigns you create directly in Meta Ads Manager.
Ad Data: Campaign performance data (impressions, clicks, spend, conversions) is read from your Ad Account for dashboard analytics. Source of truth remains in Meta's systems.
Ad Account Billing: Meta ad spend — including paid Messenger marketing messages — is billed directly by Meta to your Ad Account. RealConnect CRM does not process or manage your Meta ad payments.
Page Posts: Posts you publish, schedule, edit or delete through RealConnect CRM are made on your connected Facebook Page on your instruction. You are responsible for their content and its compliance with Meta's policies. RealConnect CRM never posts automatically and does not change posts created by others.

8. Messenger & Instagram Messaging

When you connect a Facebook Page or an Instagram professional account, you agree:

Messaging Window: Replies can be sent only within 24 hours of the customer's last message, or up to 7 days for a reply personally typed by one of your agents (Human Agent feature, once approved by Meta). Automations, campaigns and comment auto-replies always follow the 24-hour window.
Human Agent: You will use Human Agent replies only for genuine customer support written by a person — never for automated, scheduled, bulk or promotional messages.
Marketing Messages: Messenger marketing messages are sent only to people who tapped Meta's opt-in button for your Page. People can opt out at any time; RealConnect CRM stops further marketing messages automatically.
Comment-to-DM: Keyword rules send at most one private reply per comment, within 7 days of the comment, only on your own posts. You are responsible for the content of your rules.
No Unsolicited Messages: You will not use the Service to send unsolicited or bulk Direct messages on Messenger or Instagram.
Disconnection: You may disconnect your Page or Instagram account at any time from Settings → Connections or by removing RealConnect CRM in your Facebook or Instagram settings.

9. Acceptable Use Policy

You agree not to use the Service to:

Send spam, unsolicited messages, or messages without explicit opt-in consent, on WhatsApp, Messenger or Instagram.
Misuse the Human Agent tag for automated, scheduled or promotional messages.
Transmit unlawful, harmful, abusive, defamatory, fraudulent, or objectionable content.
Engage in phishing, impersonation, or deceptive practices.
Violate any applicable law or regulation.
Circumvent Meta's messaging policies, quality systems, or limits.
Upload malware, viruses, or malicious code.
Scrape, overload, or interfere with the Service.
Resell or redistribute the Service without authorization.
Create misleading or deceptive ad campaigns through the platform.
Use lead data obtained through RealConnect CRM for purposes unrelated to your business's direct customer engagement.

Violation of the Acceptable Use Policy may result in immediate suspension or termination without refund.

10. Data Handling & Privacy

Data practices are governed by our Privacy Policy. As a Client (Data Controller), you are responsible for:

Obtaining valid opt-in consent from end-users for WhatsApp and Messenger marketing messages.
Providing end-users with your own privacy disclosure covering your WhatsApp, Messenger and Instagram communications.
Responding to data subject rights requests from your end-users.
Complying with all applicable data protection laws.

RealConnect CRM acts as a Data Processor for end-user and lead data.

11. Subscription, Payment & Billing

Paid subscription required. Plans and pricing listed on our website.
Fees billed in advance (monthly or annual).
Meta's WhatsApp conversation charges and ad spend are separate from RealConnect CRM fees.
All fees non-refundable unless stated in writing.
Pricing changes with 30 days' notice; current billing cycle honored.
Non-payment may result in suspension or termination.

12. Data Ownership & Intellectual Property

Your Data: You retain full ownership of data you upload, create, or process (contacts, messages, templates, campaigns, leads). You grant RealConnect CRM a limited, revocable license to process it solely for providing the Service.

Our Platform: RealConnect CRM's source code, design, UI, documentation, and branding are our intellectual property. No copying, reverse engineering, or derivative works.

Meta Trademarks: WhatsApp, Meta, Facebook, Instagram, and related logos are trademarks of Meta Platforms, Inc.

13. Service Availability

We strive for high availability but do not guarantee uninterrupted operation. The Service depends on Meta's Cloud API, webhook infrastructure, cloud hosting, and internet connectivity. Outages from third parties, maintenance, or force majeure are not breaches of these Terms.

14. Limitation of Liability

Not liable for indirect, incidental, special, consequential, or punitive damages.
Not liable for Meta-imposed account actions (restrictions, bans, quality downgrades, template rejections).
Not liable for message delivery failures caused by Meta, end-user devices, or network issues.
Not liable for Meta ad campaign delivery, performance, or billing disputes.
Total aggregate liability limited to fees paid in the 12 months preceding the claim.

15. Indemnification

You agree to indemnify RealConnect CRM from claims arising from: your use of the Service; your messaging content or campaigns; violation of Meta's policies or applicable law; claims by end-users; failure to obtain proper opt-in; and misleading or non-compliant ad campaigns.

16. Termination

By Client: Cancel anytime via settings or support. No refund for remaining billing cycle.
By RealConnect CRM: Immediate suspension/termination for Terms violations, Meta policy violations, or harmful activities.
Effect: Access ceases immediately. Your WABA remains in your Meta Business Manager — RealConnect CRM does not retain control of your WABA. Data deleted per Privacy Policy retention schedule.

17. Dispute Resolution & Governing Law

Disputes first resolved through good-faith negotiation (30 days). If unresolved, submitted to the competent courts of Dubai, United Arab Emirates. These Terms are governed by the laws of the United Arab Emirates.

18. Modifications

We may update these Terms for changes in Service, legal requirements, or Meta policies. Material changes communicated 15 days in advance via email or in-platform notice. Continued use constitutes acceptance.

19. Severability & Entire Agreement

If any provision is held invalid, remaining provisions continue. These Terms, with the Privacy Policy and any order forms, constitute the entire agreement.

20. Contact Us

Realtrack Technologies LLC — RealConnect CRM
Address: 1606, Binary Tower, Business Bay, Marassi Drive, Dubai, United Arab Emirates
Phone: +971 4 330 2205
Email: info@realtrack.ae
Website: https://realconnect-web.realtrack.ae