Terms of Service

1. Acceptance and electronic contract

These Terms of Service (“Terms”) are an electronic contract between PT Rigo Inovasi Digital (“Chatrigo”, “we”) and the business entity or individual that registers for, pays for, or uses the Chatrigo platform (“Customer”, “you”). This contract is made in Indonesian in accordance with Government Regulation Number 71 of 2019 on the Operation of Electronic Systems and Transactions. This English version is a convenience translation.

These Terms apply together with the Privacy Policy at /en/privacy and the Data Processing Agreement at /en/dpa. Subscription transactions are also subject to applicable rules on electronic commerce.

By creating an account, checking the consent box at registration, or continuing to use the service after these Terms are published, Customer is deemed to have read and agreed to this document.

2. Account and eligibility

Chatrigo is software as a service (SaaS) for businesses, including UMKM, that manage customer conversations. Customer must provide accurate registration data, keep credentials confidential, and control team member access.

Customer is responsible for all activity that occurs through its account, including actions by admins, agents, and integrations connected to the inbox. Notify us promptly of any unauthorized access.

3. Service

Chatrigo provides an AI customer service and omnichannel inbox platform, including the ability to unify conversations, reply from business knowledge, and hand conversations to a human. Available channels may include WhatsApp, Instagram, LINE, Telegram, live chat, and other channels we enable from time to time.

We may add, change, or disable features for maintenance, security, or channel-provider compliance. The service does not include a sale of software, and does not guarantee uninterrupted availability.

4. Subscription and payment

Pricing, quotas, add-ons, and trial periods are published on Chatrigo’s pricing page. As of the effective date of this document, the offered plans include Micro, Kecil, and Menengah, with monthly or annual payment options. New registrants may receive a 14-day trial on a plan we specify.

Customer must pay subscription fees and usage beyond quota as invoiced. Payment may be made through the methods we provide, including manual payment. Delay may result in restriction or suspension of the service after reasonable notice.

Customer may cancel a subscription through account settings or by contacting support. Cancellation does not automatically extinguish amounts already due. Refund requests are reviewed case by case through the application or support, taking into account remaining service period, plan terms, and applicable consumer-protection rules. We do not promise an automatic refund for every cancellation.

5. Acceptable use

Customer may not use Chatrigo to:

• violate Indonesian law or third-party rights;
• send spam, commit fraud, or transmit content prohibited by channel policies;
• interfere with the security, integrity, or availability of the system;
• access another business’s data without authorization; or
• use the service in a way that violates Meta, WhatsApp, Instagram, or other channel-provider terms.

We may suspend or terminate access for a material breach, a security threat, or an order of a competent authority, after reasonable notice unless circumstances require immediate action.

6. Customer responsibilities

For personal data of customers, students, or other people who interact with Customer’s business through channels connected to Chatrigo, Customer is the Data Controller and is responsible for ensuring a lawful basis for processing, including consent where required by Law Number 27 of 2022 on Personal Data Protection.

Customer must configure channels, knowledge, and AI instructions accurately; must not upload data it is not entitled to process; and must respond to data-subject requests directed to its business. Chatrigo processes Customer Data as Processor under the DPA.

7. AI services

AI features generate replies based on the knowledge, conversations, and instructions Customer provides. AI output may be incorrect or incomplete. Customer must review its use of AI according to its business risk and use human handoff for cases that require a human decision.

Chatrigo does not provide legal, medical, or financial advice. User content and customer data are not used to train general artificial-intelligence models.

8. Intellectual property

The Chatrigo platform, brand, and materials remain owned by PT Rigo Inovasi Digital or its licensors. Customer receives a limited, non-exclusive, non-transferable license to use the service while the subscription is active.

Customer retains ownership of uploaded knowledge, conversations, and materials. Customer grants us a limited license to process those materials solely to provide the service.

9. Liability and indemnity

Chatrigo will use professional and reasonable efforts to operate the service. We do not warrant that the service is free from interruption, error, or dependence on third parties (including Meta and AI model providers).

To the extent permitted by law, Chatrigo’s liability for proven direct loss arising from our failure to perform these Terms is limited to the subscription fees Customer paid for the service period related to the claim.

The limitation above does not apply to loss arising from Chatrigo’s willful misconduct or gross negligence, and does not reduce Customer rights that cannot be waived under Law Number 8 of 1999 on Consumer Protection, including the prohibition on standard clauses that unlawfully shift a business operator’s liability.

Customer agrees to defend and indemnify Chatrigo against third-party claims arising from Customer content, Customer’s violation of law or channel terms, or processing of data that Customer instructed unlawfully.

10. Data Processing Agreement

By using Chatrigo, Customer also agrees to theData Processing Agreement available athttps://www.chatrigo.id/dpa. That DPA is an integral part of these Terms by incorporation by reference.

The DPA provides that, for Customer Data, Customer is Controller and Chatrigo is Processor, including security, incident notification, data deletion, and subprocessors. The subprocessor list is published at /en/subprocessors.

11. Governing law and disputes

These Terms are governed by the law of the Republic of Indonesia. The parties must first attempt to resolve disputes by discussion. If unresolved, disputes are submitted to the competent court in the jurisdiction where PT Rigo Inovasi Digital is domiciled.

12. Changes

We may update these Terms. The latest version is published on this page with an updated effective date. For material changes, we will try to notify Customer via the site or email. Use of the service after the effective date constitutes acceptance of the latest version, unless law provides otherwise.

If a provision is invalid or unenforceable, the remaining provisions continue to apply.