Terms of Service

Muratrox is the trade name under which Nelson David Valencia Alzate (ID C.C. 1.000.898.565), a natural person domiciled in Medellín, Colombia, provides professional services in applied AI engineering, custom automation and software development.

For any legal communication, write to us at hola@muratrox.com, which is our official channel for notifications.

By creating an account on our portal (https://muratrox.com) or accepting a proposal sent through it, you enter into an agreement between you (or the company you represent) and Muratrox. This agreement is governed by these Terms of Service, the Privacy Policy and the specific proposal you accept for each project.

The portal lets you manage the whole project cycle with us: initial brief, proposal, milestones, payments, files and direct chat with the team. The accepted proposal is the primary contractual document and overrides any prior conversation.

When you activate or reactivate a membership, we record the date, the version of these Terms, the language and the IP address from which you accepted them, as proof of the agreement.

To use the portal you must create an account. In doing so you commit to:

• Being 18 or older and legally capable of entering contracts: the service is not directed at minors.
• Providing truthful and accurate information, and keeping it up to date (especially email and name).
• Protecting your credentials: passwords are personal and non-transferable. If you suspect unauthorized access, change your password and notify us.
• Not using the account for illegal activities, fraud or spam; not uploading content that infringes third-party rights, including their intellectual property; and not attempting to compromise portal security, for example with malicious code, by probing its defenses or by scraping data.

We may suspend or close accounts that violate these rules or that show suspicious fraud activity. If your account is closed for valid reasons, we will retain your information for the legally required period (see Privacy Policy).

Every project starts with a proposal built from the brief. The proposal includes scope, deliverables, estimated timeline, total value and how that value is split across milestones. When you accept it from the portal, a binding contract is formed between the parties under those terms.

Billing works through milestones paid upfront at the start of each one. Until the first milestone is paid, development does not begin. Until each next milestone is paid, the next one does not start.

• Prices are displayed in US dollars (USD). Processing may be executed in Colombian pesos (COP) using the official daily TRM rate published by Banco de la República. The exact COP amount appears on the receipt.
• Payments are processed through authorized providers (currently Wompi). We do not store full card data: that is handled directly by the processor under their own security standards (PCI-DSS).
• Once a milestone is delivered and approved by the client, that payment is non-refundable: the professional services have already been rendered.
• If a milestone has not yet started, you may cancel it and receive a full refund of that milestone's value.
• Disputes about deliverables must be raised through the portal chat before approving the milestone.

This section applies if your plan includes the AI assistant on WhatsApp. If you only use the project portal, or a plan without the assistant, you can skip it. The billing rules for any membership are in section 06, and how we handle your customers' data is in the annex in section 15.

• The cost of WhatsApp messages is NOT included in the membership. Meta bills it to you directly, using the payment method you register on your own WhatsApp Business account. That money never passes through us and we add no markup to it. Each number gets 1,000 free replies a month (service messages); template notifications are billed separately, at Meta's rates.
• To connect your number you must also accept Meta's WhatsApp Business Platform Terms and the WhatsApp Business Messaging Policy. Without that acceptance we cannot connect it, and onboarding happens through the signup process Meta requires.
• You are responsible for how you use the service and for the content sent to your customers from your number. Meta holds us jointly and severally liable, so a breach of their policies on your side affects us both.
• You may not use the service for unsolicited bulk messaging, purchased lists, or to offer anything prohibited by the WhatsApp Business Messaging Policy or Meta's Commerce Policies, such as alcohol, tobacco, medicines, supplements, weapons, gambling or loans. If we detect that use we may suspend the service with no refund for the current period.
• Because of the terms Meta sets for those of us who connect businesses to its platform, you are also prohibited from: reselling, renting or charging others for access to WhatsApp through Muratrox; letting people or companies outside your business use your account or access the platform on your behalf; and using Meta's or WhatsApp's names, logos or trademarks beyond what their brand guidelines allow, or presenting yourself as a partner or representative of Meta.
• Muratrox is not an agent, representative or partner of Meta or WhatsApp, and does not speak on their behalf. We are an independent software company that connects your number to the WhatsApp Business Platform; Meta does not endorse or guarantee our service.
• We are your first line of support, including for anything to do with the WhatsApp platform. Write to us before writing to Meta: whatever we cannot solve, we escalate.
• Your end customers' data belongs to you. We process it as your Processor, following your instructions, as set out in the annex in section 15 and in the Privacy Policy.

The assistant and the other Muratrox features that use artificial intelligence generate text automatically. Therefore:

• The AI may be wrong or make something up, even though we limit it to the information you configure (catalog, prices, hours and what you tell us about your business). It is not professional advice of any kind. Review what you configure and how it replies, and correct it when needed.
• You are responsible for the information and instructions you give it and for how you use what it generates. Do not use it to deceive your customers, impersonate someone else or spread content that is illegal, offensive or infringes third-party rights.
• What you upload (your texts, photos and catalog) remains yours, and you allow us to use it only to provide the service. You may freely use in your business the texts the AI generates for it.
• We may review, limit or disable replies and content that breach these Terms or Meta's policies. If you believe something published with Muratrox infringes your rights, for example your trademark or your photos, write to hola@muratrox.com: we take it down while we review it and, if it happens again, we may suspend the account that published it.

This section applies to any service paid through a membership, monthly or yearly: the AI assistant on WhatsApp, the orders, bookings or leads dashboard, your website, or hosting and monitoring for a website you already had.

The membership covers what your plan says: it may include the assistant, the dashboard, the website, hosting, monitoring and support, or only some of them. What you signed up for is shown in your portal under My membership, and that is what governs. On plans with the assistant, the quota measures how many customers it handles per month.

• Paid in advance, renewed automatically: the first period is charged when you activate the membership, and it then renews on the same date every month or every year, depending on the billing option you choose, using the payment method you registered. By ticking the box at checkout you authorize that recurring charge.
• Yearly billing: it costs the same as 10 months of the monthly price and covers 12. You can switch from monthly to yearly at any time: that day you are charged for the year minus the part of the month you already paid and did not use, and the year starts that day. If you switch from yearly to monthly, the change applies when the paid year ends, with no refund, and you can undo it until that date.
• Price: it is the one you see before paying and it stays fixed for your membership. If we ever change it, we will notify you at least 15 days in advance and you can cancel before it applies. If your plan is priced in US dollars, the charge is made in Colombian pesos at the day's official exchange rate (TRM).
• Plan changes: if you move to a more expensive plan, or we agree with you on one that includes more, that day you are charged the difference for what is left of the paid period, and from the renewal you pay the full new price. If that charge fails, nothing changes. If you move to a cheaper plan, the new price applies from the renewal.
• If a charge fails, we retry on days 1, 3 and 7, we notify you by email and in the portal, and everything keeps working during those 7 days.
• If it is still unpaid after 7 days, the membership is suspended: the assistant stops replying and your dashboard becomes read-only. Messages your customers send while it is suspended are not stored in your dashboard. Nothing already stored is deleted, and once you pay everything comes back as it was. Your website stays online.
• From day 15 without payment we may pause your website's hosting, always after notifying you by email at least one day in advance. While paused, your website stops responding to visitors, but nothing is deleted: not the content, the domain or the project. Once the payment clears it is back online the same business day, with no reconnection fee, and we do not charge you for the months it was paused.
• If the membership reaches 90 days suspended, it is canceled automatically that day, with the consequences of a cancellation described below. If your plan includes hosting for a website you already had, it is not canceled automatically: we may cancel it from that day, always emailing you first, and from the cancellation the same applies as with any other.
• You can cancel at any time from My membership, with no minimum term or penalty. Cancellation takes effect at the end of the period you already paid for: until that day the service stays active and you are not charged again, and before that date you can undo it. If your membership had a pending payment, cancellation takes effect immediately.
• When the cancellation takes effect, we disconnect your WhatsApp number from Muratrox that same day and, 30 days later, delete the service data (see section 15). Before deletion we email you, and you can download your orders, bookings or leads (depending on your business) from My membership.
• Refunds: they are explained in our Refund Policy. What you paid for the current period is used until its last day and is not refunded in part when you cancel, change plans or are suspended: that period's service was available to you from the first day. A charge made in error is always refunded in full.
• Right of withdrawal: the right of withdrawal under article 47 of Colombian Law 1480 of 2011 does not apply to the membership, because it is a service whose provision begins, with your agreement, at the moment of payment (paragraph 1 of that article). That is why we show you the price and everything it includes before you pay, and you can cancel at any time for the following periods.

On the deliverables we build for you:

• The project-specific code, integrations and digital assets become yours once the project is paid in full. We hand over the source code and, where applicable, control of the related accounts.
• Muratrox retains the right to keep using general know-how, methodologies, proprietary libraries and pre-existing internal frameworks. These are not assigned with the project.
• Each party retains ownership of its pre-existing intellectual property (trademarks, logos, content contributed by the client, etc.).
• Unless you explicitly request otherwise in writing, we may mention the project as a portfolio case (without disclosing confidential details).

On the platform: the portal, the assistant, the website editor and their code are and remain the property of Muratrox. The membership gives you the right to use them while it is active, but it does not transfer ownership to you or allow you to copy, resell or reverse engineer them.

All information exchanged for the project (including briefs, business data, code, temporary credentials, metrics) is treated as confidential. This obligation applies throughout the project and extends 3 years after its completion.

Confidentiality does not cover data that (i) was already public, (ii) the receiving party already knew without restriction, or (iii) must be disclosed under legal or judicial requirement, in which case we will notify you beforehand if the law allows.

We make reasonable best efforts to keep Muratrox available 24/7, but we do not guarantee a specific uptime SLA or that it will always run without interruptions or errors. Scheduled maintenance windows, third-party outages (Supabase, Vercel, Resend, Wompi) or force majeure events may take the portal temporarily offline.

We are not liable for data loss caused by infrastructure provider failures. We work with top-tier providers to minimize risk.

The service is provided as is. While we hold ourselves to a professional standard of quality, to the maximum extent allowed by applicable law our total cumulative liability to you for any claim arising from the use of the portal or the services is limited to the amount you have actually paid us in the 6 months prior to the event giving rise to the claim.

We are not liable for indirect, incidental or special damages, nor for lost profits, lost opportunities or loss of data arising from use of the portal, except where Colombian law expressly prevents such limitation.

This limitation does not apply in cases of willful misconduct, gross negligence on our part, or where the Colombian Consumer Statute (Law 1480/2011) establishes otherwise for your specific consumer status.

You may close your account at any time from the portal or by emailing us. If you have active projects at the time of closure, milestones already started (in development or delivered) remain payable and the files/conversations stay available until the project is formally closed.

Muratrox may terminate the agreement (suspend the account and end the project) for serious breaches: repeated non-payment, fraudulent use of the portal or a serious security risk, breach of agreed confidentiality, or behavior that endangers the team.

After project closure, your information is retained for the period described in the Privacy Policy to comply with fiscal and legal obligations, and then deleted or anonymized.

We may modify these Terms of Service when needed, for example to reflect operational changes, new features or legal updates. If the changes are material, we will notify you by email and display a visible notice in the portal at least 15 calendar days in advance.

If you continue using the portal after the new version takes effect, you are deemed to accept the updated terms. If you disagree, you can close your account before that date.

This agreement is governed by the laws of the Republic of Colombia. Any dispute between the parties will first be addressed in good faith through direct conversation. If no agreement is reached within 30 calendar days, the parties agree to submit the conflict to the competent courts of Medellín, Colombia, waiving any other jurisdiction.

If any clause of these terms is held invalid or unenforceable under Colombian law, the remaining clauses remain fully in effect.

If you have questions about these terms, about an active project, or need to exercise any right, write to us at hola@muratrox.com. We respond within the legal timeframes: for personal data matters, up to 10 business days for an inquiry and 15 for a claim; for everything else, much sooner.

This annex applies to businesses and is the data processing agreement between you and Muratrox required by article 25 of Colombian Decree 1377 of 2013. You are the Controller of your customers' data and Muratrox is your Processor: we process it only to provide the service and following your instructions, which are these Terms, what you configure in your dashboard and what you ask us in writing.

What we process it for:

• Receiving and answering your customers' WhatsApp messages with the assistant, and handing the conversation over to your team when needed.
• Recording orders, bookings, leads and payments in your dashboard, and storing the files your customers send you.
• Showing you reports about your own business, supporting you and keeping the service secure.

We use it for nothing else: we do not sell it, we do not advertise with it and we do not combine it with other businesses' data. Muratrox does not use it to train artificial intelligence models; Google, which writes the assistant's replies through the Gemini API, handles what it receives under its own terms for that API.

Providers involved (sub-processors) and where they are:

• Meta Platforms Ireland Limited (Ireland): the WhatsApp Business Platform, through which messages come in and go out, under the contract you accept with Meta when you connect your number.
• Supabase (United States): database, files and sign-in.
• Vercel (United States): hosts the portal and the websites.
• n8n (European Union): receives the WhatsApp messages and passes them to the assistant.
• Google, through the Gemini API (United States): the model that writes the assistant's replies.
• Resend (United States): sends the system emails.
• Sentry (United States): records technical failures, without the content of requests.

If we add or change a provider that processes that data, we publish it here and in the Privacy Policy before using it.

Security and confidentiality. We protect the data with the measures described in the Privacy Policy: encryption in transit and at rest, separation of each business's data in the database, WhatsApp keys stored in an encrypted vault, and access only for authorized people, who keep it confidential even after the service ends.

Incidents. If we confirm a security incident affecting your customers' data (unauthorized access, a leak or a loss of data), we notify you without delay and no later than 72 hours after confirming it, with what we know, the data affected and what we are doing about it. We also notify Meta and the Superintendency of Industry and Commerce when applicable, and give you the information you need for your own notices.

Requests from your customers. If one of your customers asks us to access, correct or delete their data, or if Meta forwards us a request from them, we pass it on to you the same business day so you can handle it as Controller, and we help you comply. The law allows 10 business days to answer an inquiry and 15 to resolve a claim. If it is a deletion request and you do not handle it, we carry it out ourselves within those 15 business days.

Retention and deletion. While your membership is active we keep the data to provide the service, and you can delete a person's data at any time from Chats. When you cancel, we delete it 30 days after the cancellation takes effect, except the billing records and the record that you accepted these Terms, which the law requires us to keep.

Your obligations as Controller. You undertake to have your own personal data processing policy and make it known to your customers, to obtain their authorization when the law requires it, to message them on WhatsApp only if they gave you permission, and to handle their inquiries and claims within the legal timeframes. If your plan includes the WhatsApp assistant, to help you Muratrox publishes a base policy for you at muratrox.com/privacidad/<your-business>, which you must review and may replace with your own.

What Meta requires of us and we pass on to you. Meta holds Muratrox liable, together with you, for your use of the WhatsApp Business Platform as if it were our own (clause 2.1 of its terms for technology providers). That is why you undertake to comply with Meta's and WhatsApp's terms and policies, you are liable to Muratrox for any damage caused by a breach on your side, and you accept that we may suspend the service if we detect one.