Terms of Service
Last updated 15 October 2026
These terms govern use of Setu, a software-as-a-service platform operated by Vantelyx. By creating a workspace or connecting an account to Setu, you agree to them on behalf of yourself and the business you represent.
The service
Setu receives customer messages from channels a business connects (Instagram, Facebook Messenger and WhatsApp), shows them in a shared inbox, can reply with an AI assistant using the business's catalogue and policies, and records orders. When you connect Instagram, Setu also imports your recent conversations (up to the 20 most recent messages in each, which is what Instagram provides) so you have context; the assistant never answers imported messages. Features may change as the service develops.
Your account and connected channels
- You must have authority to connect each Instagram account, Facebook Page and WhatsApp number you link.
- You are responsible for your workspace members and for keeping sign-in details secure.
- You must follow Meta's terms and policies for each channel, including WhatsApp's Business and Commerce policies and messaging-window rules. Instagram and Messenger allow replies within 24 hours of the customer's last message, and Setu does not send messages outside that window. If Meta approves Setu for Messenger's human agent tag, a team member (never the assistant) can reply for up to 7 days. On WhatsApp, after 24 hours only the business's own Meta-approved templates can be sent.
- Setu needs every permission it asks for when you connect. If you switch one off, nothing is connected until you reconnect with all of them on.
Acceptable use
- No spam, unsolicited bulk messages, or messages to people who have not contacted you.
- No illegal, deceptive or harmful products, content or practices.
- No attempts to access other workspaces' data or to disrupt the service.
AI replies
The assistant drafts and sends replies from the information you provide. You are responsible for your catalogue, prices and policies being accurate, and for reviewing conversations where a customer needs a person. Setu checks prices and stock before confirming orders, but cannot guarantee every reply is correct. When you or a teammate reply to a conversation, from Setu or from the channel's own app (the Instagram app, Meta Business Suite, Messenger or the WhatsApp Business app), the assistant pauses for that conversation until you hand it back.
Customer data
You control your customers' conversations and orders and are responsible for having a lawful basis to process them. We handle that data as described in our Privacy Policy.
Availability and changes
We aim to keep Setu available but do not guarantee uninterrupted service, including when a messaging platform changes or limits its APIs. We may update these terms; continued use after an update means you accept it.
Ending use
You can disconnect channels and stop using Setu at any time. A workspace owner can delete the workspace and its data from Settings → Business → Danger zone; other ways to delete data are described on the data deletion page. Deleting a workspace cannot be undone. We may suspend workspaces that break these terms.
Liability
Setu is provided "as is". To the extent the law allows, Vantelyx is not liable for indirect or consequential losses, or for lost sales arising from use of the service.