Terms and Conditions of Service

Last updated on February 5, 2026

1. Introduction and Acceptance

These Terms and Conditions of Service (hereinafter, the "Terms") constitute a legally binding agreement between you (hereinafter, the "Client") and woku, operated by its legal owner entity (hereinafter, "woku" or "we").

By accessing, registering, or using woku's services, you declare that you have read, understood, and fully accepted these Terms. If you do not agree with any provision, you should not use the platform.

2. Definitions

  • "Platform": The woku web and mobile application, including all its features, APIs, and integrations.
  • "Plan": Annual subscription package with a predefined set of credits and features (Begin, Grow, Scale, or Enterprise).
  • "On Demand": Pay-per-use purchase mode for credits and services without subscribing to a Plan.
  • "Credits": Consumption units that are deducted for each review captured, form response, or WhatsApp message sent.
  • "User": Person authorized by the Client to access and operate the Platform.
  • "wokuAI User": User with access to woku's artificial intelligence features.
  • "Paddle": Paddle.com Market Limited, entity that acts as Merchant of Record (payment intermediary) for transactions made on the Platform.

3. Service Description

woku is a SaaS platform for review and feedback management that enables businesses to capture customer feedback, conduct NPS surveys, create forms, and analyze data using artificial intelligence. Services are offered under two modes:

3.1 Annual Plans

Plans are designed for businesses and teams. Each Plan includes a predefined amount of consumption credits (reviews, forms, WhatsApp sends), users, and features. Available Plans are:

  • Begin ($549 USD/year): 1,000 reviews, 500 forms, 1,500 WhatsApp sends, 2 wokuAI users, 3 WhatsApp AI.
  • Grow ($899 USD/year): 2,000 reviews, 1,000 forms, 3,000 WhatsApp sends, 3 wokuAI users, 8 WhatsApp AI. Includes API access.
  • Scale ($1,099 USD/year): 3,000 reviews, 1,500 forms, 4,500 WhatsApp sends, 5 wokuAI users, 10 WhatsApp AI. Includes API access.
  • Enterprise ($1,699 USD/year): 5,000 reviews, 2,500 forms, 7,500 WhatsApp sends, 8 wokuAI users, 20 WhatsApp AI. Includes API access.

Plan credits are deducted for each effective response or send and are valid during the Plan's validity period.

3.2 On Demand

The On Demand mode is designed for small businesses. It allows the Client to purchase credits on a per-unit basis:

  • Reviews: $0.03 USD per review captured (maximum 900 credits).
  • Forms: $0.05 USD per form response (maximum 450 credits).
  • wokuAI User: $8.00 USD/month (maximum 1 wokuAI User per On Demand account).

The On Demand mode includes 1 user at no additional cost. Review and form credits are a one-time payment and are consumed until depleted, with no expiration date. The wokuAI User subscription is billed monthly, with a 20% discount if annual payment is chosen.

4. Registration and Account

To use the Platform, the Client must create an account by providing truthful, complete, and up-to-date information. The Client is responsible for:

a) Maintaining the confidentiality of their access credentials.

b) All activity that occurs under their account.

c) Immediately notifying woku of any unauthorized use of their account.

d) Ensuring that only authorized users have access to the Platform.

woku reserves the right to suspend or cancel accounts that violate these Terms or that present suspicious activity.

5. Payments and Billing

5.1 Payment Processor

All payments are processed through Paddle, which acts as Merchant of Record. By making a purchase, you accept Paddle's checkout buyer terms (available at paddle.com/legal/checkout-buyer-terms). Charges on your bank statement will appear under Paddle's name.

5.2 Prices and Currency

All prices are expressed in United States dollars (USD). Prices do not include applicable taxes (VAT, sales tax, or others), which will be automatically calculated and added at the time of payment according to the Client's jurisdiction.

5.3 Annual Plans

Plans are valid for 12 months from the date of purchase. Payment is made in advance for the entire period. Plans automatically renew at the end of each annual period, unless the Client cancels the renewal at least 30 days prior to the renewal date.

5.4 On Demand

Review and form credits are paid once at the time of purchase. The wokuAI User subscription is billed monthly or annually depending on the option chosen by the Client.

5.5 Price Changes

woku reserves the right to modify its prices. Changes will not affect Plans already contracted during their current period. New prices will apply from the next renewal or new purchase. woku will notify price changes at least 30 days in advance.

6. Refund and Cancellation Policy

6.1 Annual Plans

Clients who wish to cancel their annual Plan may request a proportional (pro rata) refund under the following conditions:

a) Within the first 30 days: 100% refund of the unconsumed Plan value, minus credits already used calculated at unit price.

b) Between days 31 and 180: Proportional refund of 50% of the remaining Plan value, calculated on complete unused months.

c) After 180 days: No refunds will be granted. The Client may continue using the service until the end of the contracted period.

To request a cancellation, the Client must send an email to [email protected] indicating their intention to cancel. The cancellation will take effect at the end of the calendar month in which the request is processed.

6.2 On Demand

Review and form credits acquired under the On Demand mode are non-refundable. Since these are instant-consumption digital goods delivered at the time of purchase, all On Demand sales are final.

The monthly wokuAI User subscription can be canceled at any time. The cancellation will take effect at the end of the current billing period, with no refund for the month in progress.

6.3 Refund Procedure

Refunds will be processed through Paddle using the same original payment method. Estimated processing time is 5 to 14 business days, depending on the Client's financial institution.

7. Acceptable Use

The Client agrees to use the Platform lawfully and in accordance with these Terms. The following is expressly prohibited:

a) Using the Platform to send false, defamatory, offensive, or spam content.

b) Attempting unauthorized access to systems, data, or accounts of other users.

c) Reverse engineering, decompiling, or attempting to extract the source code of the Platform.

d) Reselling, sublicensing, or transferring access to the Platform without prior authorization from woku.

e) Using the API (when applicable) in a way that compromises the stability or security of the Platform.

f) Generating fraudulent or artificial reviews or responses.

Violation of this section may result in immediate suspension or cancellation of the account without right to refund.

8. Intellectual Property

woku grants the Client a limited, non-exclusive, non-transferable, and revocable license to access and use the Platform during the term of their subscription or while they maintain active credits.

All intellectual property rights over the Platform, including but not limited to its source code, design, trademarks, logos, AI algorithms, and documentation, are and will remain the exclusive property of woku.

The Client retains all rights over the data they enter into the Platform (customer data, collected reviews, form responses). woku will not claim ownership of such data.

9. Data Protection and Privacy

9.1 Data Processing

woku will process the personal data of the Client and their end users in accordance with its Privacy Policy and applicable data protection legislation.

9.2 Security

woku implements appropriate technical and organizational security measures to protect data against unauthorized access, loss, alteration, or destruction. These measures include, among others, encryption of data in transit and at rest, access controls, and periodic security audits.

9.3 Security Incidents

In the event of a security incident that compromises personal data, woku will notify affected Clients within 72 hours of detecting the incident. The notification will include the nature of the incident, the affected data, and the corrective measures taken.

9.4 Confidentiality

All information exchanged between the parties in the context of providing the services will be treated as confidential. Neither party will disclose the other's confidential information to third parties, except when required by law or with the express consent of the party that owns the information.

10. Service Availability

woku strives to keep the Platform continuously available. However, woku does not guarantee a specific level of availability (uptime) and will not be responsible for interruptions arising from:

a) Scheduled or emergency maintenance.

b) Failures in third-party services (hosting providers, external APIs, messaging services).

c) Force majeure events.

d) Client actions that affect the Platform's performance.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

a) woku will not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, use, or any other intangible loss.

b) woku's total cumulative liability for any claim related to the services will not exceed the amount paid by the Client during the 12 months prior to the event that gave rise to the claim.

c) woku will not be liable for the content of reviews, responses, or any data generated by the Client's end users.

12. Warranties and Exclusions

The Platform is provided "as is" and "as available." woku does not grant express or implied warranties regarding the suitability, reliability, availability, or accuracy of the Platform for a particular purpose, beyond what is required by applicable law.

13. Support

woku offers technical support through the channels enabled on the Platform and via WhatsApp. Support is available during business hours (Monday to Friday, 9:00 AM to 6:00 PM Chile time). woku commits to responding to support requests within a reasonable timeframe.

14. Modifications to the Terms

woku reserves the right to modify these Terms at any time. Modifications will be published on the woku website and notified to the Client at least 15 days before they take effect. Continued use of the Platform after the modifications take effect will constitute acceptance of the new Terms.

If the Client does not agree with the modifications, they may cancel their account in accordance with Section 6 of these Terms.

15. Termination

Either party may terminate the contractual relationship:

a) By the Client: By canceling their Plan in accordance with Section 6, or by ceasing to use the On Demand mode.

b) By woku: In case of breach of these Terms by the Client, with prior notice of 15 days to remedy the breach, except in cases of serious violation where suspension may be immediate.

c) By discontinuation: If woku decides to discontinue the service, it will notify at least 90 days in advance and will proportionally refund unused periods.

After termination, the Client will have a period of 30 days to export their data from the Platform. After this period, woku may delete the Client's data from its systems.

16. Applicable Law and Dispute Resolution

These Terms are governed by the laws of the Republic of Chile. Any dispute will be submitted to the jurisdiction of the ordinary courts of justice of the city of Santiago de Chile, with both parties waiving any other jurisdiction that may apply to them.

Before initiating any legal action, the parties agree to attempt to resolve the dispute in good faith through direct negotiation for a period of 30 days.

17. General Provisions

Entire agreement: These Terms, together with woku's Privacy Policy, constitute the entire agreement between the parties and replace any prior agreement.

Assignment: The Client may not assign their rights or obligations under these Terms without the prior written consent of woku.

Severability: If any provision of these Terms is declared invalid or unenforceable, the remaining provisions will continue in full force and effect.

Waiver: Failure by woku to exercise any right provided in these Terms will not constitute a waiver of that right.

Force majeure: Neither party will be liable for breaches arising from events beyond their reasonable control, including natural disasters, armed conflicts, epidemics, internet infrastructure failures, or government actions.

18. Contact

For any inquiries, cancellation requests, or complaints related to these Terms:

Contact: Paula Riquelme, CEO of woku

Email: [email protected]

Phone: +56 9 7765 6694

Website: woku.app