Terms and Conditions of Service
Last updated on March 13, 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.
- "Package": Predefined set of credits, seats, and features with annual validity that the Client purchases to use the Platform (Start, Begin, Grow, Scale, or Corporate).
- "Credits": Consumption units included in a Package that are deducted for each review captured, form response, or WhatsApp message sent.
- "Consumption": Use of Credits associated with effective responses or sends (reviews, form responses, and WhatsApp messages).
- "Seats": Named slots included in a Package that are assigned to members of the Client's team. Two types are distinguished: Platform Users and WhatsApp Seats (AI).
- "User": Person authorized by the Client, occupying a User Seat, to access and operate the Platform.
- "WhatsApp Seat (AI)": Slot for a WhatsApp number connected to woku's artificial intelligence features.
- "Validity": Period of 12 months during which the Credits and Seats of a Package remain available from the activation date.
- "Paddle": Paddle.com Market Limited, entity that, where applicable, 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.
3.1 Annual Credit Packages
The service is offered through annual credit Packages. Each Package includes a predefined amount of Consumption Credits, Seats for the team, and a set of Features, all with a 12-month validity. Available Packages are:
- Start: Free Package to try woku. Includes Credits and Seats in reduced quantity, without API access.
- Begin: Package to start collecting feedback on a recurring basis. Includes Credits, Seats, and API access.
- Grow: Package for growing teams. Includes expanded Credits and Seats, and API access.
- Scale: Package for scaling companies. Includes higher-volume Credits and Seats, and API access.
- Corporate: Customized Package for organizations with needs beyond the Scale Package. It is configured after a conversation with woku's sales team.
The specific quantities of Credits (reviews, form responses, WhatsApp sends), Seats (Users and WhatsApp Seats (AI)), and Features of each Package, as well as current prices, are published on woku's pricing page (https://woku.app/pricing) and prevail over any general reference contained in these Terms.
3.2 Consumption and Accumulation Logic
Credits are deducted for each effective response or send. Credits not used during a Package's Validity period accumulate when the Client purchases a new Package, being added to the available Credits.
The Client may purchase a new Package at any time to add additional Credits, Seats, and Features, without losing previously available Credits.
3.3 Package Change
The Client may change their Package at any time:
a) Upgrade (to a higher-value Package): the change is immediate and the cost is prorated considering the remaining value of the current Package.
b) Downgrade (to a lower-value Package): the change is applied starting the next billing cycle, and the conditions of the current Package are maintained until the end of its Validity.
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, in accordance with the Seats available in their Package.
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
When payment is made through Paddle, Paddle will act as Merchant of Record. By making a purchase through Paddle, you accept Paddle's checkout buyer terms (available at paddle.com/legal/checkout-buyer-terms) and the charges on your bank statement will appear under Paddle's name. For Packages contracted through the sales channel (for example, the Corporate Package or direct agreements), payment may be made through the means woku indicates at the time of purchase (bank transfer, direct invoice, or others).
5.2 Prices and Currency
The current prices of each Package are published on woku's pricing page. Prices do not include applicable taxes (VAT, sales tax, or others), which will be calculated and added according to the Client's jurisdiction at the time of payment.
5.3 Package Validity
Packages have a Validity of 12 months from the activation date. Payment is made in advance for the entire period. Package renewal is coordinated with the Client prior to the end of the Validity period; unless expressly agreed otherwise, there will be no automatic renewal and it will be the Client's responsibility to purchase a new Package to continue using the service under the same conditions.
5.4 Start Package (free)
The Start Package is provided at no cost and its use is subject to the limits of Credits, Seats, and Features published on the pricing page. woku reserves the right to modify, limit, or discontinue the Start Package at any time, with reasonable notice to the Client.
5.5 Price Changes
woku reserves the right to modify Package prices. Changes will not affect Packages already contracted during their Validity. New prices will apply from the next purchase or renewal. woku will notify price changes at least 30 days in advance.
6. Refund and Cancellation Policy
6.1 Paid Packages
Clients who wish to cancel a paid Package may request a refund under the following conditions, applicable to the Package value and deducting the effective Consumption already made at the reference unit price:
a) Within the first 30 days: 100% refund of the unconsumed Package value, minus Credits already used calculated at unit price.
b) Between days 31 and 180: Proportional refund of 50% of the remaining Package 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 Validity 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 Start Package
As it is a free Package, the Start Package does not contemplate refunds. The Client may stop using it at any time.
6.3 Additional Packages and Accumulated Credits
When the Client purchases an additional Package without having exhausted the Validity of a previous Package, accumulated Credits are not subject to individual refund: the refund calculation, where applicable, will be applied to the additional Package in accordance with Section 6.1, considering the effective Consumption attributable to that Package.
6.4 Refund Procedure
Refunds originating from transactions processed through Paddle will be returned using the same original payment method, with an estimated processing time of 5 to 14 business days. For payments made through other means (bank transfer, direct invoice), the refund will be made through the same channel, within a reasonable timeframe agreed with the Client.
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, sharing Seats with unauthorized persons, or assigning Credits to third parties, without prior written 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 Validity of their Package 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 Package in accordance with Section 6, or by ceasing to use the Start Package.
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 of active paid Packages.
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