Terms of Service

• You provide accurate and complete registration details and keep them up to date.
• You are responsible for all activity under the Business’s account, including activity by Users you authorise.
• You keep login credentials confidential, assign permissions sensibly by role, and remove access as soon as a User leaves or no longer needs it.
• Each account is for one named individual; do not share credentials between people.
• If you suspect unauthorised access, tell us at support@flowly.123giaiphap.com as soon as possible so we can deal with it together.

We are not responsible for losses that result from credentials being exposed or misused for reasons that are not our fault.

Flowly provides a unified inbox for Facebook Messenger, Instagram, Zalo OA and TikTok; 360° customer profiles; a sales pipeline; care and automation; AI features; and reports. The features and channels available to each Business may differ according to its Service Contract.

Each Business receives a Dedicated Instance, with data kept separate from every other business. We set up and operate the Dedicated Instance for you, and you use it only for your own lawful business purposes.

We may improve, add or adjust features over time. If a change significantly reduces functionality you rely on, we will give notice in advance where reasonably possible.

Flowly connects to third-party platforms through their official APIs and the permissions the Business grants. When you connect a channel, you commit to:

• having lawful administrative control over the Facebook Page, Instagram account, Zalo OA, TikTok account or other channel you connect;
• complying with the Meta Platform Terms and Developer Policies, Meta’s Messenger and Instagram policies, Zalo and Zalo OA terms and policies, and the TikTok Developer Terms of Service and Developer Guidelines, as each is updated or replaced;
• following each platform’s rules on messaging windows, message types, quotas and limits on proactive messages;
• not sending spam, unauthorised bulk messages, or messages to people who have not interacted with you or have not consented, as the platform and the law require;
• honouring an end-customer’s request to stop receiving messages, unfollow or block.

Third-party platforms have their own terms and policies, outside our control. They may change their APIs, permissions, quotas or policies, and may restrict, suspend or end your access or Flowly’s at any time. We will try to adapt and to tell you when we can, but we are not responsible when a feature is interrupted, changed or stops working because of a platform’s decision, or when a platform restricts your account for breaking its policies.

You can disconnect a channel at any time in Flowly or in that platform’s settings. What happens to data after disconnection is described in the Privacy Policy.

You and your Users must not use the Service to:

• break Vietnamese law or any other applicable law, or infringe anyone’s rights;
• send or store content that is fraudulent, misleading, threatening, harassing, defamatory, obscene, violent, discriminatory, or that infringes intellectual property;
• send spam or collect personal data without a lawful basis;
• sell, trade or promote goods or services that the law or a third-party platform prohibits;
• impersonate another person or organisation;
• spread malware, or deliberately disrupt, overload or bypass the security of the Service;
• gain unauthorised access to another business’s instance, or use automated tools to extract data beyond what the APIs and features of the Service allow;
• resell, rent or let others exploit the Service without Flowly’s written consent;
• reverse engineer, decompile or try to obtain the source code of the Service, except where the law allows;
• build a product that competes directly with Flowly.

We may remove content or suspend access when we have reasonable grounds to believe that a use breaks this section, as set out in Suspension & termination.

• Ownership: Customer Data belongs to the Business. You grant us the right to use it as needed to provide, secure, support and improve the Service for you, and to comply with the law.
• Processing roles: For the personal data of end-customers, the Business is the data controller and Flowly is the data processor, processing only on the Business’s behalf and instructions. For the account data of the Business and its Users, Flowly is the data controller.
• The Business’s responsibilities: You make sure you have a valid legal basis, have given notice and obtained consent (where the law requires it) to collect, enter and process end-customer data with Flowly, and you receive and resolve their personal-data requests.
• Flowly’s responsibilities: We apply appropriate security measures, help you respond to data-subject requests, report data incidents as required, and do not sell your data or use it for advertising or profiling outside the Service.
• Governing law: Personal data is processed in accordance with Law on Personal Data Protection No. 91/2025/QH15 and its implementing regulations.

The data we receive, where it is stored, how long it is kept and the rights of data subjects are set out in our Privacy Policy. If the parties sign a separate data processing agreement, it takes priority for the processing of data.

Flowly includes AI features such as suggested replies, summaries and conversation classification. When you use them, please note:

• AI output can be inaccurate, incomplete, out of date or unsuited to the context. It is for reference and assistance only.
• The Business reviews and is responsible before sending anything to an end-customer or making a decision based on AI output, especially anything about prices, commitments, or legal, medical or financial matters.
• You will not use AI features to produce content that breaks Acceptable use, or to make decisions with legal effect on individuals without human oversight.
• We do not use end-customers’ conversation content to train AI models for third parties. AI features serve only the Business concerned, as stated in the Privacy Policy.

Fees, billing cycle, payment method, taxes and other commercial terms are set out in the quote or Service Contract between the parties. These Terms do not set any price.

• Fees exclude taxes (such as value-added tax) unless the Service Contract says otherwise. You bear the taxes and charges that apply by law.
• Charges made by third-party platforms (for example messaging, advertising or plan fees from Zalo, Meta or TikTok) are paid by the Business directly to those platforms unless the Service Contract says otherwise.
• If a payment is late, we may send a reminder and, after reasonable notice, suspend the Service under Suspension & termination. Any late-payment interest is as stated in the Service Contract.
• Unless the law or the Service Contract provides otherwise, fees already paid are not refundable.

We make reasonable efforts to keep the Service stable and running, but we do not promise that it will never be interrupted or error-free, and these Terms set no specific uptime percentage (SLA). If you need a service-level commitment, the parties will agree one in the Service Contract.

• We may carry out scheduled or emergency maintenance. For maintenance likely to have a significant effect, we will try to give notice in advance.
• The Service may be interrupted by causes beyond our reasonable control, such as failures at infrastructure providers, third-party platforms or internet connections, or events of force majeure.
• Support is provided on a best-effort basis through support@flowly.123giaiphap.com or the channel set out in the Service Contract.

• Flowly’s: The Service, software, interface, Flowly brand and logo, documentation and all improvements belong to Flowly or its licensors. For the duration of your use, we grant the Business a non-exclusive, non-transferable, non-sublicensable right to use the Service for its own internal business.
• The Business’s: Your Customer Data, trademarks, logos and content remain yours. You grant Flowly the right to use them as needed to provide the Service.
• Feedback: If you give feedback or suggest improvements to the Service, we may use it freely without payment or restriction, but we will not publish your Customer Data.
• You may not use the Flowly name, logo or brand for promotion without our consent.

Each party may receive the other’s confidential information, including Customer Data, technical information, and unpublished prices and commercial terms. The receiving party uses it only to perform the Terms, protects it with at least the care it gives its own confidential information, and discloses it only to people who need to know and are bound by equivalent duties.

This duty does not apply to information that is public through no fault of the receiving party, was lawfully known to it beforehand, or was developed independently. Either party may disclose confidential information when a competent authority requires it by law, and will tell the other party first where the law allows. The duty of confidentiality continues after the Terms end.

(a) Termination

• You may stop using the Service and terminate according to the term and procedure in the Service Contract. If the Service Contract says nothing, you may send a termination request to support@flowly.123giaiphap.com.
• Either party may terminate if the other commits a serious breach and does not fix it within a reasonable period after written notice.
• We may terminate immediately where the law requires it, or where your use creates a serious risk to the Service or to other businesses, or would cause Flowly to breach a third-party platform’s terms.

(b) Suspension

We may suspend all or part of the Service if you breach the Terms (including the rules on acceptable use or third-party platforms), if payment is late, or where needed to protect the safety and security of our systems. Where possible we will give notice first, and suspend only as much, and for as short a time, as necessary.

(c) Data export and deletion

• You can export Customer Data while you use the Service. If you need help exporting, ask us before the termination takes effect.
• After the Service ends or a channel is disconnected, we delete the related data within 30 days, unless the law requires us to keep it. Backups are rolled over and removed within 30 days. See Data retention in the Privacy Policy.
• When we receive a deletion request, we acknowledge it within 72 hours and complete the deletion within 30 days, as described in Data deletion requests.

(d) What continues afterwards

Termination does not affect fees already incurred, or rights and duties that are meant to continue, such as confidentiality, intellectual property, disclaimers, limitation of liability, indemnity and dispute resolution.

To the extent the law allows, the Service is provided “as is” and “as available”. We give no warranty, express or implied, that the Service is fit for a particular purpose, that it will run without interruption or errors, or that every message will be delivered or received.

We do not guarantee any business result you achieve with Flowly, and we are not responsible for content created by you, your Users or end-customers, or for the services, actions or decisions of third-party platforms.

• To the extent the law allows, Flowly’s total liability for all claims arising out of or relating to the Terms and the Service will not exceed the total fees the Business paid to Flowly in the 12 months immediately before the event giving rise to the claim.
• Flowly is not liable for indirect, incidental, special or consequential damages, including lost profit, revenue, business opportunity or goodwill, or loss of data, other than where caused by Flowly’s wilful misconduct.
• These limits do not apply to liability that the law does not allow to be excluded or limited, including damage caused by wilful misconduct or fraud.

You agree to defend and indemnify Flowly against claims, demands, damages and reasonable costs (including legal fees) brought by a third party and arising from: (i) Customer Data or content that you or your Users send, store or process; or (ii) your breach of the Terms, the law or a third-party platform’s terms, including processing personal data without a legal basis.

Flowly will notify you of the claim promptly, let you take the lead in resolving it (provided you do not agree to anything that harms Flowly’s interests without its consent), and cooperate reasonably.

We may update the Terms. For material changes we will give notice on this page and by email to business users, a reasonable time before the change takes effect. If you keep using the Service after the effective date, you accept the updated Terms; if you do not agree, you may terminate under Suspension & termination. Current effective date: 29 October 2026; last updated: 29 October 2026.

These Terms are governed by and interpreted under the laws of Vietnam.

If a dispute arises, the parties will first try to resolve it through good-faith negotiation and mediation. If it cannot be resolved within a reasonable time, it will be brought before the competent court in Ho Chi Minh City.

If you have a question about the Terms, reach us through the channels below. For questions about personal data, please see our Privacy Policy.