Terms of Service

These terms are an agreement between GainWells Global Sdn. Bhd. (“10xstation”, “we”, “us”), a company registered in Malaysia, whose address is Vista Tower, The Intermark, 348 Jalan Tun Razak, 50400 Kuala Lumpur, Malaysia, and:

• the business that uses our messaging integration (“Client”, “you”), including anyone who connects a Page, account or WhatsApp number on the Client’s behalf; and
• anyone who visits or uses the app.10xstation.com website, for the parts of these terms that apply to the website.

If you accept these terms on behalf of a business, you confirm that you are authorised to bind that business. Where a Client has signed an order, proposal or other written agreement with us, that document forms part of our agreement and takes priority over these terms if the two conflict.

Our messaging integration connects a Client’s Facebook Page, and the Instagram professional account linked to that Page, to the Client’s own customer inbox or CRM. When customers message the Page on Messenger or the Instagram account in Direct, we receive those messages from Meta and deliver them to the Client’s system. When the Client’s staff reply, we send those replies back through Meta.

The Client can also connect a WhatsApp Business number through Meta’s WhatsApp Embedded Signup, either a number it already uses in the WhatsApp Business app (coexistence), which keeps working in the app, or a new number used only through the API. We receive WhatsApp messages sent to that number, deliver them to the Client’s system, and send the Client’s replies and template messages through WhatsApp. For coexistence numbers, the Client can choose to share its WhatsApp contacts and chat history; we import only the last 90 days of history. Some WhatsApp features, such as group chats, broadcast lists and disappearing or view-once messages, are not supported through the API.

The Client’s staff can also write posts and stories in 10xstation and schedule them for the connected Page and Instagram account. We publish each one at the time the Client chose, exactly as the Client wrote it. We never publish anything the Client did not schedule.

To set up the service, we create a workspace for the Client and send a secure, single-use connect link that expires after 7 days, or the Client signs up and connects its channels from its 10xstation account. An admin of the Client’s Facebook Page or WhatsApp Business Account signs in with Facebook and grants the permissions described on our Messaging Integration page.

We may improve or change the service over time. If a change materially reduces what the service does, we will give the Client reasonable notice.

As a Client, you agree that:

• you own, or are authorised to manage, every Facebook Page and Instagram professional account you connect, and every WhatsApp Business number you connect, and the person who connects it is an admin of that Page or WhatsApp Business Account with authority to act for you;
• you will comply with the Meta Platform Terms, Meta’s Developer Policies, the Messenger Platform and Instagram messaging policies, and any other Meta rules that apply to your use of Messenger and Instagram;
• for WhatsApp, you will comply with the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and any other WhatsApp terms that apply to your business;
• you will respect Meta’s messaging windows, including the 24-hour standard messaging window, and only send messages outside that window where Meta’s rules allow it. On WhatsApp, you may reply freely within 24 hours of a customer’s last message; after that, or to start a conversation, you will send only message templates approved by Meta;
• you will obtain, and be able to show, each person’s opt-in to receive WhatsApp messages from your business before you send them a message they have not asked for, including any template message that starts a conversation;
• you will add your own payment method in WhatsApp Manager and pay Meta directly for WhatsApp messages under Meta’s pricing. These charges are separate from your 10xstation fees; 10xstation does not bill them or add any mark-up, and is not responsible for them;
• you have a lawful basis under applicable data protection law for messaging your customers and for handling their conversations in your own systems, and you will give them any privacy information the law requires;
• you will not use the service to send spam, unsolicited bulk messages or promotional messages that Meta’s rules do not permit;
• you will keep your API keys, signing secrets and console credentials confidential, limit access to authorised staff, and tell us promptly at hello@10xstation.com if you believe they have been compromised; and
• you are responsible for the content of the messages you send and the posts and stories you schedule, including having the rights to every photo, video and text you publish, and for how your staff use the service.

We will:

• provide the service with reasonable skill and care;
• use the access you grant only to deliver messages between you and your customers;
• never message anyone except on your instruction, and never use your customers’ data for our own marketing;
• request only the Meta permissions the service needs, and explain why we need each one;
• keep your data secure and confidential, as described in section 6 and our Privacy Policy;
• stop processing and delete your access tokens when you disconnect a Page or WhatsApp number; and
• respond to support and data protection requests sent to hello@10xstation.com.

You must not use the service or our website to:

• break any law or regulation, or infringe anyone’s rights;
• send spam, harassment, threats, hateful content, or misleading or fraudulent messages;
• send malware or content designed to harm devices or systems;
• connect a Page, account or WhatsApp number you are not authorised to manage;
• message people on WhatsApp who have not opted in to receive messages from you;
• try to gain unauthorised access to the service, other clients’ data or our systems, or interfere with their security or operation;
• reverse engineer, resell or sublicense the service without our written agreement; or
• use the service in a way that would cause us or you to breach Meta’s terms or policies.

For the conversations between you and your customers, you are the controller and 10xstation is your processor. We process that data only on your documented instructions, which are to deliver messages between you and your customers, send your replies and show conversations to your authorised staff. We will sign a data processing agreement with you on request.

In summary:

• access tokens are encrypted at rest with AES-256-GCM and deleted immediately when you disconnect, when the service ends, or on a deletion request;
• messages, attachment and media references and profile names and pictures we hold are deleted automatically 90 days after they were received or sent (your own inbox keeps its copy under your policy); WhatsApp media files are not stored by us;
• contacts synced from the WhatsApp Business app are kept until the number is disconnected or 90 days after they were last updated, and message templates while the number is connected;
• raw webhook event records are kept for 14 days and delivery logs for 30 days;
• every Meta webhook is verified, every delivery to your system is signed with HMAC-SHA256, and message content is never written to application logs; and
• we never sell your data or use it for advertising, profiling or training AI models, and we use only the sub-processors listed in our Privacy Policy.

Full details are in our Privacy Policy. For our own website, contact form and account data, 10xstation is the controller.

We use reasonable efforts to keep the service available and to fix problems promptly, but we do not guarantee that it will be uninterrupted or error-free. The service depends on Meta’s platform and APIs, and on your own systems being available to receive deliveries. We are not responsible for outages, delays, rate limits (including WhatsApp throughput limits for coexistence numbers), policy changes, or changes to or withdrawal of Meta features that are outside our control. We may carry out maintenance, and will try to do so in a way that keeps disruption to a minimum.

Plans. The service is offered on the plans shown on our pricing page. Each plan allows a number of connected channels. A channel is either a connected Facebook Page (together with its linked Instagram professional account) or a connected WhatsApp number. Prices are in US dollars and exclude any taxes that apply. If you have a signed order or proposal with us, its fees apply instead.

WhatsApp message charges. Meta charges you directly for WhatsApp messages under Meta’s own pricing, using the payment method you add in WhatsApp Manager. These charges are not part of your 10xstation plan, and 10xstation does not bill them or add any mark-up.

Free trial. New workspaces can start one free trial of 14 days. You must provide a payment card through Stripe to start it. Unless you cancel before the trial ends, your subscription starts automatically and the first payment is taken at the end of the trial.

Automatic renewal. Subscriptions renew automatically at the end of each monthly or yearly period, and we charge the card on file at the start of each new period until you cancel.

Changes and cancellation. Workspace owners can upgrade, downgrade, switch between monthly and yearly billing, or cancel at any time from Billing in their account. Upgrades take effect immediately and are charged pro rata; downgrades are credited pro rata against future invoices. When you cancel, the service continues until the end of the period you have paid for and then stops. Except where the law requires otherwise, payments already made are non-refundable. If you downgrade below the number of channels you have connected, existing channels keep working but you can’t connect more until you are within your plan’s limit.

Failed payments. If a payment fails, Stripe retries it and we let you know. The service continues for 7 days. After that, forwarding messages to your systems and sending replies are paused until payment is made; messages customers send during the pause are still stored (within our retention periods) and delivered once the subscription is active again. If payment is not made, the subscription may be cancelled.

Price changes. We may change plan prices by giving at least 30 days’ notice by email. The new price applies from your next renewal after the notice period; you can cancel before then.

Payments and invoices. Payments are processed by Stripe under Stripe’s own terms. Invoices are available from Billing in your account. You are responsible for any taxes that apply to your purchase other than taxes on 10xstation’s income.

You can stop using the service at any time by cancelling your subscription under Billing in your account, asking us at hello@10xstation.com, using Disconnect under Connections, or removing the app in Facebook Settings → Business Integrations (or Meta Business Suite → Business settings → Integrations → Connected apps). For a WhatsApp number, you can also remove 10xstation in Meta Business Suite → Settings → Integrations or in WhatsApp Manager → Partners. Fees for the period already paid are not refunded (see section 8), and any minimum term in a signed order or proposal still applies.

We may suspend or end the service, with notice where reasonably possible, if you materially breach these terms, if your use puts the service, other clients or people who message you at risk, if Meta restricts or withdraws our access, or if we are required to by law.

When the service ends or a Page or WhatsApp number is disconnected:

• we unsubscribe the Page or WhatsApp Business Account from our webhooks and stop processing new messages;
• we delete the access tokens for it immediately;
• contacts synced from the WhatsApp Business app and message templates we hold for that number are deleted; and
• remaining messages and related data we hold are deleted within the retention periods in our Privacy Policy, or sooner if you ask us to delete them.

Sections that by their nature should continue after termination (including 6, 10, 11 and 13) will continue to apply.

10xstation owns all rights in the service, our software, documentation and website. We grant the Client a non-exclusive, non-transferable right to use the service for its own business during the term of our agreement. You keep all rights in your content, including your messages, customer conversations and business data, and you grant us only the rights we need to provide the service. If you give us feedback, we may use it to improve the service without any obligation to you.

Facebook, Messenger, Instagram and WhatsApp are trademarks of Meta Platforms, Inc. or its affiliates.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded under the laws of Malaysia.

Subject to that:

• neither party is liable to the other for any loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss;
• we are not liable for losses caused by Meta’s platform, your own systems, your breach of these terms, or events outside our reasonable control; and
• our total liability to the Client arising out of or in connection with the service in any 12-month period, whether in contract, tort (including negligence) or otherwise, is limited to the fees paid by the Client to 10xstation for the service in the 12 months before the event giving rise to the claim.

The website is provided for general information. We try to keep it accurate but do not promise that it is complete or up to date.

We may update these terms from time to time. We will change the “Last updated” date at the top of this page and, for material changes, give Clients reasonable notice before they take effect. If you continue to use the service after a change takes effect, the updated terms will apply.

These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of Malaysia. The courts of Malaysia have exclusive jurisdiction.

For any question about these terms, contact: