Terms of Service

Effective from 8 October 2026, updated 11 October 2026. Onix is operated by sassly.ai.

By signing in to and using Onix, you agree to the following terms. If you use the service on behalf of a business, you declare that you are authorized to agree to them for that business.

1. The service

Onix is a multi-channel customer service CRM: it brings customer conversations into one team inbox, turns cases into tickets, keeps contact profiles, and provides a sales pipeline, WhatsApp broadcasts to contact segments, a knowledge base, and AI features. Available channels: WhatsApp, email, livechat (a website widget), and API channels. Features are released in stages; features that aren't available yet are marked "coming soon" on the website and in the documentation.

2. The WhatsApp, email, livechat & API channel connections

• Onix connects to WhatsApp through the linked devices feature (like WhatsApp Web), not the official WhatsApp Business API. Onix is not affiliated with, endorsed by, or sponsored by WhatsApp or Meta. WhatsApp is a trademark of WhatsApp LLC (Meta Platforms, Inc.).
• Only connect numbers that you own or manage with the owner's permission.
• Your use of a number remains subject to WhatsApp's terms and policies. WhatsApp may restrict, disconnect, or ban numbers that are used for spam or bulk messaging, and we can't restore a banned number. This risk lies with the number's owner.
• The connection may drop because of WhatsApp changes or policies, or if the phone stays offline for a long time; you may need to reconnect the number.
• Only connect email addresses that you own or manage with the owner's permission. Onix connects to the email server over IMAP & SMTP with the password or App Password you enter, and email is sent from that address itself.
• Your use of an email address remains subject to its email provider's terms (e.g. daily sending limits). The provider may refuse sign-ins, restrict, or suspend the account; this risk lies with the address owner. Onix pauses failed sign-in attempts so the account isn't locked.
• Only install the livechat widget on websites that you own or manage. You're responsible for telling visitors how the data they enter is used (the consent text in the widget can be customized) and for following the rules that apply to your site.
• API channel keys and webhook secrets are secrets: keep them on your server and replace them if they leak. You're responsible for the systems that send messages to Onix and for the webhook endpoints that receive replies, including the security of the data they receive.

3. WhatsApp broadcasts

• The Broadcast feature (Pro and Custom plans) sends WhatsApp messages to many contacts gradually through a number you connect via WhatsApp Web, not the official Meta API. Safeguards such as random delays, rests (holds), sending hours, daily limits, and number checks help reduce the risk, but do not guarantee that WhatsApp will not restrict or ban the number.
• You may only send broadcasts to contacts who have agreed to receive messages from your business, must respect unsubscribe requests, and are responsible for the message content, the recipient list, and their compliance with the law and WhatsApp's policies.
• We recommend a dedicated broadcast number separate from your customer service number. For large-volume or safer bulk messaging, use the WhatsApp Business Platform (the official Meta API).
• Before a broadcast starts you must accept a risk statement; the acceptance is recorded with your name and the time. All risk of the number being restricted or banned because of broadcasts, and any loss arising from it, is borne by the user and the number owner; Onix is not liable for it and cannot restore a banned number.
• We may limit or disable the Broadcast feature for workspaces that use it for spam or otherwise breach these terms.

4. Accounts & workspaces

• Sign-in is with a Google account only. Keep your Google account secure; activity from your account is your responsibility.
• Free and Pro accounts can own only one workspace; Custom plan customers may own several workspaces as their contract allows. Every account can be a member of other workspaces by invitation.
• The Owner (the workspace's creator, or the recipient of an ownership transfer they accepted) is responsible for the workspace, the invited members, and its billing.
• When a Custom contract ends, workspaces beyond the Free plan allowance may be frozen: their data is kept under the data retention terms, but the workspace can't be used until the contract is renewed or its ownership is transferred.
• The service is intended for businesses and users aged 18 and over.

5. Prohibited use

You may not use Onix for:

• Spam, blasting, or bulk messages to people who haven't asked for or agreed to them, including to purchased lists or numbers or email addresses collected without permission.
• Violating the terms and policies of WhatsApp or your email provider, or applicable law, including personal data protection rules.
• Unlawful content, fraud, phishing, harassment, hate speech, or malware.
• Collecting other people's data beyond what's needed to serve customers.
• Circumventing plan limits or security measures, disrupting the service, or trying to access other workspaces' data.

Onix is built for serving customers. The sending rate per channel is limited, and the Broadcast feature may only be used for recipients who agreed to it, with gradual sending and daily limits (see section 3).

6. Data & content

Content remains the property of its owner. You grant us limited permission to store and process content only to the extent needed to run the service, as described in the Privacy Policy. For your customers' data, you are the data controller and are responsible for having a lawful basis, such as consent, to contact them and store their data. You're also responsible for the content of messages your team sends. AI output such as summaries can be wrong; check it before relying on it.

7. Plans, invoices & payment

• The Free plan is free of charge, with the limits above. The Pro plan costs Rp99,000/month per workspace.
• Pro is billed monthly through invoices paid via Sassly Pay (QRIS and other available methods). There is no automatic debit.
• The invoice for the next period is issued 7 days before the active period ends. If it hasn't been paid, there is a grace period of 3 days; after that, the workspace returns to the Free plan and features and quotas beyond the Free limits are suspended, without deleting data. The Owner then has 3 days to choose which numbers and members stay active.
• You can stop your subscription simply by not paying the next invoice.
• The AI quota on the Pro plan is a monthly fair-use limit.
• Custom plans for needs beyond Pro are arranged by agreement; request one through the Contact us form. Where a Custom agreement differs from these terms, the agreement prevails for the matters it covers.
• Prices and quotas may change; what applies is what's shown when the invoice is created. Price changes are announced in advance by email to the Owner.
• If a billing error occurs on our side, contact [email protected] and we will correct it.

8. Service availability

We strive to keep the service running, but it is provided as is. The Free plan comes without a service level agreement (SLA); an SLA for Pro or Custom applies only if agreed in writing. The service may be disrupted by maintenance, or by changes to or outages at WhatsApp, email providers, Google, Sumopod, Sassly Pay, Cloudflare, and other providers beyond our control.

9. Limitation of liability

To the extent permitted by law, we are not liable for indirect losses arising from the use of the service, including lost profits, restriction or banning of numbers by WhatsApp (including because of broadcasts), and outages of third-party services. These terms do not diminish your consumer rights protected by law.

10. Termination

You can stop using the service at any time; the Owner can request deletion of the workspace as described on the Data Deletion page. We may suspend access for a workspace that violates these terms after giving notice, except for serious violations (such as spam or fraud) that require immediate suspension.

11. Changes to these terms

These terms may be updated. The latest version, together with its effective date, is always available on this page; important changes are announced by email to the Owner. By continuing to use the service after a change takes effect, you accept the updated terms.

12. Governing law

These terms are governed by the laws of the Republic of Indonesia.

Contact

[email protected]