Terms of Service

1. Definitions

Engrana: The messaging automation platform operated by AUVE MEDIA GROUP SL (Tax ID: B19373067).

User or Customer: Any person or business that subscribes to the Engrana service.

Service: The automation of responses on WhatsApp, Instagram, and Facebook, appointment confirmation, and related functionalities described at engrana.es

Setup: Initial personalized configuration of the system for your business.

2. Service description

Engrana offers:

a) Automatic responses on WhatsApp Business, Instagram DMs, and Facebook Messenger.

b) Appointment confirmation through scheduled messages at T-24h and T-3h, with an anti no-show system.

c) Review requests with smart 0-10 filter.

d) Additional features: New client welcome, package reminders, post-service tips.

e) Integrations: Google Calendar, Apple Calendar, Calendly, and other compatible calendars.

What is NOT included:

• Complete CRM
• Invoicing
• Stock management
• Automatic phone calls (in development)

3. User account

Registration:

• You provide: Name, email, phone, business information
• You receive: Access to control panel
• We configure the system during setup

User responsibilities:

• Keep credentials secure
• Provide accurate information
• Comply with WhatsApp/Meta policies
• Don't use the service for spam or illegal activities

Account suspension:

We may suspend your account if:

• You breach these terms
• You use the service for spam
• Meta blocks your WhatsApp number for bad practices
• There's unpaid invoices

We'll notify you before suspension (except in serious cases).

4. Pricing and billing

Monthly fee:

• Tranqui Plan: €89/month (plus VAT)
• Monthly advance payment
• No commitment

Initial setup:

• One-time payment
• Fixed price agreed in demo based on client needs
• Includes: Configuration, integrations, customization, training

Billing:

• Invoices sent by email
• Automatic charge to registered payment method
• If payment fails: 3 attempts in 7 days. If unresolved, service suspension.

Taxes:

• Prices exclude VAT
• Spanish VAT (21%) applicable as per legislation

5. Cancellation and refunds

To cancel:

• From the panel or by emailing info@engrana.es
• No penalties
• Service active until end of paid month
• Data deleted per GDPR after 30 days

60-day guarantee:

If within the first 60 days:

• You haven't recovered several hours per week, AND
• You don't feel more at ease with your appointments and messages

→ We refund the monthly fees paid during that period.

How to claim:

Email info@engrana.es explaining why it's not working for you.
Refund within 14 business days.

Not refundable:

• Setup (it's personalized work already done)
• Monthly fees after 60 days (you can cancel, but not request a refund)

6. Acceptable use

You can use Engrana for:

• Responding to customer inquiries
• Confirming appointments
• Requesting reviews
• Sending package reminders
• Transactional messages related to your business

You CANNOT use Engrana for:

• Spam or unsolicited bulk messages
• Misleading advertising
• Illegal, offensive, or discriminatory content
• Violating WhatsApp/Meta terms of service
• Identity theft

If Meta blocks your number for misuse, we're not responsible.
We'll help you appeal, but the unblocking depends on Meta.

7. Intellectual property

Ours:

• Logo, brand, software, code, design: property of AUVE MEDIA GROUP SL
• You cannot copy, modify, or redistribute

Yours:

• Your data, your clients' messages, your business information: 100% yours
• You give us permission to process them ONLY to provide the service
• We don't sell or use them for other purposes

8. Limitation of liability

Engrana strives to work 24/7, but:

We are not responsible for:

• Interruptions due to Meta/WhatsApp issues
• Data loss due to force majeure
• Errors in automatic responses if you provided incorrect information
• Blocks of your WhatsApp number for breaching Meta policies

Target uptime: >99%
If we don't comply, proportional compensation on your invoice.

Maximum liability:
In case of issues, our maximum liability = what you've paid in the last 3 months.

9. Modifications

To the service:

We may add or modify features.
We'll notify you of important changes by email.

To these terms:

If we change these terms:

• We publish the new version here with an updated date
• We notify you by email with 15 days notice
• If you disagree, you can cancel without penalty

10. Applicable law

These terms are governed by Spanish law.

Any dispute will be resolved in the courts of Madrid, Spain.

(But before getting there, let's talk. We're reasonable.)

11. Contact

Questions about these terms:
info@engrana.es

Legal information:

AUVE MEDIA GROUP SL
Tax ID: B19373067
Carrer Antoni Maura 13, 08225 Terrassa, Barcelona
Spain