The agreement between your business and the company behind Tephlo. It covers what you get, what you are responsible for, and what happens when either side wants to stop.
You get a workspace that answers your customers on WhatsApp, Telegram and your website using knowledge you upload, and hands conversations to your team when a person is needed. You keep ownership of everything you put in.
This summary is a reading aid. Where it differs from the text below, the text below is what applies.
These terms are between TEPHLO AI VANGUARD SYSTEMS LTD, a private company limited by shares incorporated in the Federal Republic of Nigeria under the Companies and Allied Matters Act 2020 (registration number 9893569) with its registered office at 9A Kenneth Lekara Luka Street, Lokogoma, FCT, Nigeria (“we”, “us”), and the business that creates a Tephlo workspace (“you”). They take effect on 26 September 2026 or, if later, when you first create a workspace or accept them in the console.
They apply together with the Acceptable Use Policy, the Privacy Policy and, where you handle personal data through the service, the Data Processing Agreement. If you have signed a separate order form or written agreement with us, that document wins wherever it conflicts with these terms.
This is a business-to-business service. It is not offered to consumers, and you confirm you are entering this agreement in the course of a trade, business or profession.
Tephlo is a hosted customer-support assistant. In summary, a workspace can:
Some capabilities are switched off by default and only work when both the platform and your workspace enable them — document reading, optical character recognition on scanned PDFs, image understanding, voice-note transcription and spoken replies are examples. Provider configuration, workspace settings and other capability controls also apply. Customer memory is enabled by default in the software, can be disabled by the workspace and is subject to sensitivity controls. The product documentation describes what is available; nothing in it forms part of this agreement, and we may change or withdraw individual features (see section 17).
Where Smart Updates is enabled, customers can consent to updates on a topic. The platform records that consent, checks send eligibility and includes a STOP instruction. Contacting your business alone does not subscribe someone. AI-generated answers and extracted facts may still contain errors; review your published information and action settings.
We provide the service as software you access over the internet. We do not provide contact-centre staffing, and we do not act as your agent in any conversation.
Your workspace is isolated from every other workspace: data is stored against your workspace identifier and every request is scoped to the account that made it. Within your workspace, you decide who has an account and what role they hold.
You are responsible for:
Multi-factor authentication is enforced for platform operator accounts in production and is available for your administrators. We strongly recommend enabling it: it is the single control that most reduces the damage of a stolen password.
You must not share one account between people, probe or test the security of the platform without our written permission, or attempt to reach another workspace’s data.
You own the content you put into the service: your knowledge base, your catalogue, your configuration, and the conversations your customers have with your workspace. We claim no ownership of it.
For personal data inside those conversations you are the controller and we are the processor: you decide why it is collected and we handle it on your instructions. Those instructions are given through how you configure and use the service. The Data Processing Agreement sets out the detail and forms part of this agreement.
We use your content to provide and maintain the service, and to diagnose faults. We do not sell it, and we do not use your customers’ conversations to train AI models. Aggregated, non-identifying operational statistics — message volumes, error rates, latency — are used to run and improve the platform.
The Acceptable Use Policy forms part of these terms and lists what a workspace may not be used for. In short: nothing illegal, nothing designed to deceive, no unsolicited bulk messaging, no collecting card numbers or one-time codes through chat, no use as a substitute for emergency services or regulated professional advice, and nothing that breaks the rules of the messaging channel you are using.
You are responsible for your customers’ experience of your workspace, including the instructions you give the assistant and the accuracy of the knowledge you upload. Incorrect material can lead to incorrect answers, and generated replies can still contain errors.
WhatsApp and Telegram are operated by third parties on their own terms. Where you connect your own WhatsApp Business account or Telegram bot, your relationship with that provider is yours, and their policies — including messaging limits, template rules and account bans — apply to you directly. We cannot restore access that a channel provider withdraws.
Two consequences are worth stating plainly. WhatsApp only allows free-form replies within 24 hours of a customer’s last message; outside that window an approved template is required, so a delayed reply may not be deliverable. Channel readiness and health checks can block delivery or disable an affected connection, depending on the channel ownership and failure type.
The service also depends on the providers listed on the sub-processor page, including an AI provider that generates answers. We choose these providers carefully and remain responsible to you for the service, but we do not control their availability.
The assistant answers from material you supply. It is built to say it is unsure and hand off to a person rather than invent an answer, and several limits are enforced in code rather than merely requested of the model: it will not ask a customer for a card number, PIN, one-time code or similar credential; it will not report an action as completed unless the underlying step actually completed; and phrases you add to a “never say” list are checked before a reply is sent, with the conversation escalated to a person instead.
Those are real safeguards, and they are not a guarantee of correctness. Language models make mistakes, retrieval can surface the wrong passage, and your own documents may be out of date. You must:
We aim to keep the service available and we monitor it, but we do not offer a service level agreement, an uptime percentage, or service credits. Anyone telling you otherwise is mistaken.
We may take the platform into maintenance mode for planned work, which shows a notice to signed-in users and can pause AI replies. We will give reasonable notice of planned maintenance where we can, and we may act without notice where there is a security or stability risk.
Support is provided by email at hello@tephlo.com during business hours in West Africa Time (WAT). Response targets, if any, are those in your order form; there are none by default.
Plans and prices are published on our pricing page and may be set out in an order form. Available billing behavior depends on the deployment:
Paying for your workspace plan is separate from a customer submitting a saved cart to your business. A potential-order request does not take payment for that cart or confirm an order.
Fees are exclusive of taxes, which you pay in addition where they apply. Late payment terms, currency and payment method are as stated in your order form; unless it says otherwise, all payments are due upfront in Nigerian Naira (NGN), by recurring debit-card authorization, bank transfer or an electronic payment gateway. We may change prices for a renewal term on 30 days’ notice.
The agreement runs from when you accept it until it is ended. Unless your order form says otherwise, either side may end it for convenience on 30 days’ written notice, and fees already paid for a period are not refunded for the unused part of it.
Either side may end the agreement immediately if the other:
We may suspend a workspace immediately — including disabling its channels — where we reasonably believe it is being used in breach of the Acceptable Use Policy, is putting the platform or other customers at risk, is breaching a channel provider’s rules, or where a channel provider requires it. We will tell you why, and lift the suspension when the cause is resolved. Suspension is also a technical prerequisite for deleting a workspace, so that a deletion cannot race live traffic.
Before the end, you can export your data through the console and the API, including a full export of an individual customer’s conversations.
On termination we delete your workspace. That deletion is real and irreversible: it removes conversations and message history, escalations, captured tickets, knowledge sources and their indexed chunks, product catalogue, customer memory, channel configuration and encrypted credentials, staff accounts, usage records, uploaded media and their extracted text, and the queued work belonging to the workspace. Files in object storage are removed by a job that commits with the deletion, so a crash cannot leave them orphaned.
Two things deliberately survive, and you should know about both:
Unless you ask us to delete sooner, we will delete a terminated workspace within 30 days of the end of the agreement, so that a mistaken termination can be reversed.
Each side may receive information from the other that is marked confidential or that a reasonable person would treat as confidential. Each will use it only to perform this agreement, protect it with at least reasonable care, and disclose it only to people who need it and are under similar obligations. This does not apply to information that is public through no fault of the receiver, was already known, is independently developed, or must be disclosed by law — in which case the receiver gives notice where it lawfully can.
We own the platform, its software, and everything we supply with it. You get a non-exclusive, non-transferable right to use it during the term for your own business. You own your content, and you grant us the licence needed to host, process and display it in order to run the service for you.
You may not copy, reverse engineer, resell or offer the platform as your own service, or use it to build a competing product, unless a separate written agreement says you may. Feedback you give us can be used freely.
Each side warrants that it has the authority to enter this agreement. We warrant that we will provide the service with reasonable skill and care.
Beyond that, and to the extent the law allows, the service is provided “as is”. We do not warrant that it will be uninterrupted or error-free, that AI-generated answers will be accurate or complete, or that it will meet any particular regulatory requirement that applies to your business. Nothing in this section limits rights that cannot be limited under the law of the Federal Republic of Nigeria.
You warrant that you have the right to upload the content you upload and to have the personal data in it processed as described in the DPA.
Neither side excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.
Subject to that, neither side is liable for loss of profit, revenue, goodwill, anticipated savings, or for indirect or consequential loss. Each side’s total liability arising out of this agreement is capped at the total amounts actually paid by you to us in the six (6) months immediately preceding the event giving rise to the liability.
Given what the service does, one allocation is stated explicitly: you are responsible for the content of your knowledge base and for reviewing what your workspace tells your customers, and we are not liable for the consequences of an answer that faithfully reflects inaccurate material you supplied.
You will defend and indemnify us against third-party claims arising from your use of the service in breach of this agreement or the Acceptable Use Policy, or from content you uploaded. We will defend and indemnify you against third-party claims that the platform itself infringes their intellectual property rights, provided you tell us promptly and let us run the defence.
We may change the service, and we may change these terms. For material changes to these terms we will give workspace administrators 30 days’ notice by email before they take effect; if you do not accept a material change, you may end the agreement before it applies. Changes required by law or to address a security risk may take effect immediately.
We may add, change or withdraw individual features. We will not remove a feature you rely on without notice unless a provider or a security issue forces it.
This agreement is governed by the laws of the Federal Republic of Nigeria. Any dispute, controversy or claim arising out of or relating to it is referred to and finally resolved by binding private arbitration in Abuja, Federal Capital Territory, administered by a single arbitrator in accordance with the Arbitration and Mediation Act of Nigeria. The costs of the arbitration, including the arbitrator’s fees and the venue, are borne as the arbitrator determines or otherwise shared equally by the parties, and each side bears its own legal representation fees. Before starting arbitration, each side agrees to raise the issue in writing and to try in good faith to resolve it for 30 days.
General questions about this document go to hello@tephlo.com. Questions about personal data, including requests from individuals, should go to the data protection contact at hello@tephlo.com. A request about your own data — access, erasure, correction, objection or a complaint — can also be sent through the privacy request form, which puts it in front of the team as a tracked request rather than a message in a mailbox.
Postal address: TEPHLO AI VANGUARD SYSTEMS LTD, 9A Kenneth Lekara Luka Street, Lokogoma, FCT, Nigeria.