Legal

Terms and Conditions

Terms and Conditions of Sapa Product Usage. By using any services or products provided by PT Sarana Digital Bangsa, you agree to be bound by the terms set out on this page.

Last updated: 13 May 2026
Issued by: PT Sarana Digital Bangsa
Jurisdiction: Republic of Indonesia

Overview

Preamble

Thank you for Your trust in using Sapa Products. By using any services and/or products provided by PT Sarana Digital Bangsa (“Sapa”, “we”, “us”, or “our”), You, the company and/or business where You have given permission or authorization to represent (“User”, “you”, or “your”) agree to the following Terms and Conditions of Sapa Product Usage as well as the terms, policies, and other related documentation as implemented by Sapa from time to time (“Terms and Conditions”).

Sapa may review and amend these Terms and Conditions from time to time at Sapa’s sole discretion. The User acknowledges and agrees that the User is obliged to check these Terms and Conditions from time to time to be aware of the latest conditions or information regarding the terms of Product usage provided by Sapa. Continued use of our Products after any modifications constitutes acceptance of those changes.

Part I

General Terms

These General Terms apply to all Users who use any Product provided by Sapa.

General Definitions

Intellectual Property Rights: Patents, copyrights, trademarks, trade secrets, and other related rights as defined by applicable law.
Confidential Information: All business-related information of Sapa that has been or will be provided to the User, including but not limited to product design, technical specifications, source code, financial information, customer data, and marketing plans.
Active Period: The active period of Product subscription based on the package paid by the User as specified in the Quotation or Usage Agreement.
Force Majeure: Unforeseeable circumstances that prevent the Parties from fulfilling their obligations under these Terms and Conditions, including but not limited to natural disasters, wars, pandemics, government regulations, strikes, or telecommunications failures.
Usage Agreement: An agreement for the use of the Product signed by the Parties which details the terms of Product usage, service levels, and support provisions.
Party / Parties: Sapa and/or User, as applicable.
Product(s): The omnichannel conversation management platform offered by Sapa (the “Platform”), including (i) inbound and outbound messaging through supported channels (WhatsApp Business Cloud API and Telegram Bot API); (ii) AI-assisted reply generation; (iii) OTP delivery via WhatsApp authentication templates; (iv) file attachment storage and delivery; (v) the Sapa API and webhook audit log surfaces; and (vi) any related features made available from time to time.
API Key: A credential issued by Sapa that authorizes programmatic access to specific Platform surfaces (such as OTP delivery), scoped to the User’s account.
End User: Any natural person who interacts with the User via a conversation, OTP, or other Platform-mediated message.
Subprocessor: A third party engaged by Sapa to process User data in connection with the provision of the Platform (for example, the operators of supported messaging channels and the providers of generative AI models integrated with the Platform).
Quotation: A document issued by Sapa to the User, regulating the Product package selected by the User, including pricing, features, and service specifications.
Personal Data: Any information relating to an identified or identifiable natural person as defined under applicable data protection laws.
Service Level Agreement (SLA): The agreed-upon service standards and performance metrics as specified in the Usage Agreement.

Package Details, Fees, and Payments

The User acknowledges, understands, and agrees that the details of the Product package selected by the User, including features, limitations, pricing, and Active Period are as stated in the Quotation and/or the Usage Agreement.

Payment terms

All fees are payable in Indonesian Rupiah (IDR) unless otherwise agreed in writing.
Payment shall be made according to the payment schedule specified in the Quotation or Usage Agreement.
Late payments may incur interest charges of 2% per month or the maximum rate permitted by law, whichever is lower.
Sapa reserves the right to suspend or terminate services for non-payment after providing reasonable notice to the User.
All fees are exclusive of applicable taxes, which shall be the responsibility of the User.

Sapa reserves the right to modify pricing for renewals with at least 30 days prior written notice to the User.

Refund Policy

Fees paid are generally non-refundable except as required by applicable law or as specifically agreed in the Usage Agreement.

User Representations and Warranties

The User represents and warrants that:

The User is legally competent and authorized to agree to these Terms and Conditions and enter into binding agreements.
The User has obtained all necessary licenses, permits, and approvals required for the performance of its obligations under these Terms and Conditions.
There are no ongoing legal actions, disputes, or proceedings that could materially affect the User's ability to perform its obligations under these Terms and Conditions.
The User complies with all applicable anti-bribery, anti-corruption, and anti-money laundering regulations.
The User guarantees that it has obtained valid, informed consent from personal data owners whose data is provided to Sapa in relation to the Product usage, in accordance with applicable data protection laws.
The User guarantees to always comply with the terms, conditions, privacy policies, and acceptable use policies that apply to each Product.
The User will use the Products only for lawful purposes and will not use the Products to transmit, distribute, or store material that is defamatory, obscene, threatening, or otherwise unlawful.
The User will not attempt to gain unauthorized access to Sapa's systems, networks, or other users' accounts.
The User will maintain the confidentiality of all login credentials and account information.
All information provided by the User to Sapa is accurate, current, and complete.

Indemnification and Limitation of Liability

Indemnification by User

The User agrees to indemnify, defend, and hold harmless Sapa, its affiliates, officers, directors, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys’ fees) arising from:

User's violation of these Terms and Conditions;
User's violation of any applicable laws or regulations;
User's violation of any third-party rights, including intellectual property rights or privacy rights;
Any content or data submitted by User through the Products;
User's negligence or willful misconduct.

Limitation of Liability

To the maximum extent permitted by applicable law:

Sapa shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, loss of business opportunities, or business interruption, however caused and under any theory of liability, whether in contract, tort (including negligence), or otherwise, even if Sapa has been advised of the possibility of such damages.
Sapa's total aggregate liability arising out of or relating to these Terms and Conditions or the use of the Products shall not exceed the total amount paid by the User to Sapa in the twelve (12) months preceding the event giving rise to the liability.
The Products are provided on an "as is" and "as available" basis. Sapa makes no warranties, express or implied, regarding the Products, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.
Sapa does not warrant that the Products will be uninterrupted, error-free, or completely secure, though we will use commercially reasonable efforts to maintain service availability and security.

Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities, so some of the above limitations may not apply to you. In such cases, Sapa’s liability will be limited to the greatest extent permitted by law.

Intellectual Property Rights

All Intellectual Property Rights in and to the Products, including but not limited to software, documentation, design, trademarks, logos, and related materials, are and shall remain the exclusive property of Sapa or its licensors.

These Terms and Conditions grant the User a limited, non-exclusive, non-transferable, revocable license to use the Products solely for the User’s internal business purposes during the Active Period, subject to these Terms and Conditions.

The User shall not, and shall not permit any third party to:

Copy, modify, adapt, translate, or create derivative works of the Products;
Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Products;
Rent, lease, sublicense, distribute, transfer, or otherwise make the Products available to third parties;
Remove, obscure, or alter any proprietary notices or labels on or in the Products;
Use the Products to develop competing products or services.

The User retains all Intellectual Property Rights to its own data and content uploaded to or processed through the Products. The User grants Sapa a limited license to use such data solely for the purpose of providing the Products and related services.

Confidentiality

Each Party agrees to keep confidential all Confidential Information received from the other Party and to use such information only for the purposes of these Terms and Conditions.

The receiving Party shall:

Protect Confidential Information using at least the same degree of care it uses to protect its own confidential information, but in no case less than reasonable care;
Not disclose Confidential Information to any third party without the prior written consent of the disclosing Party, except to employees, contractors, or advisors who have a legitimate need to know and are bound by confidentiality obligations;
Not use Confidential Information for any purpose other than performing its obligations under these Terms and Conditions.

Confidential Information does not include information that:

Is or becomes publicly available through no breach of these Terms and Conditions;
Is rightfully received from a third party without breach of any confidentiality obligation;
Is independently developed by the receiving Party without use of the Confidential Information;
Is required to be disclosed by law or court order, provided the receiving Party gives prompt notice to allow the disclosing Party to seek protective measures.

The confidentiality obligations shall survive termination of these Terms and Conditions for a period of three (3) years.

Data Protection and Privacy

Each Party shall comply with all applicable data protection and privacy laws, including but not limited to Indonesian Law No. 27 of 2022 on Personal Data Protection and any implementing regulations.

To the extent that Sapa processes Personal Data on behalf of the User, Sapa shall:

Process Personal Data only in accordance with the User's documented instructions;
Implement appropriate technical and organizational measures to protect Personal Data;
Ensure that personnel authorized to process Personal Data are subject to confidentiality obligations;
Assist the User in responding to requests from data subjects exercising their rights;
Delete or return Personal Data at the end of the provision of services, unless retention is required by law.

Subprocessors

The User acknowledges and authorises that, by configuring the relevant channel, AI, or storage features, the following categories of Subprocessors will receive Personal Data or message content in the course of providing the Platform:

Meta Platforms, Inc. (WhatsApp Business Cloud API) — message bodies, attachments, End User phone numbers, OTP codes, and template metadata.
Telegram Messenger LLP (Telegram Bot API) — message bodies, attachments, End User Telegram identifiers, and typing indicators.
Generative AI provider(s) integrated with the Platform from time to time — conversation context provided as prompts when AI-assisted reply generation is invoked. Sapa is provider-agnostic and may change the underlying model provider without notice; the current list is available on request.
S3-compatible object storage provider used to store and serve file attachments uploaded by Users or End Users.

Audit logs and retention

The Platform retains audit records of inbound and outbound channel events (including request and response bodies) and OTP send history for operational, troubleshooting, and compliance purposes. These records are not subject to a fixed time-to-live and may contain Personal Data; the User is responsible for ensuring that its use of the Platform is consistent with this retention model and with any disclosures made to End Users.

The User warrants that it has obtained all necessary consents and has the legal right to provide any Personal Data to Sapa for processing through the Platform, including consents required for messages sent to End Users via supported channels and for AI-assisted generation.

For detailed information about how we collect, use, and protect personal information, please refer to our Privacy Policy available at our website.

Service Level and Support

Sapa will use commercially reasonable efforts to provide the Products in accordance with the Service Level Agreement (SLA) specified in the Usage Agreement.

Technical support will be provided as specified in the User’s selected package. Support channels may include email, phone, chat, or ticketing system as applicable.

Scheduled maintenance will be performed during designated maintenance windows, with advance notice provided to Users when possible.

Sapa is not responsible for service interruptions caused by:

Force Majeure events;
Internet service provider failures;
User's equipment or network issues;
Actions or inactions of the User or third parties;
Scheduled maintenance properly communicated to Users.

Term and Termination

Term

These Terms and Conditions shall commence upon the User’s acceptance and continue for the Active Period specified in the Quotation or Usage Agreement, unless earlier terminated in accordance with this section.

Renewal

Unless either Party provides written notice of non-renewal at least thirty (30) days prior to the end of the Active Period, the subscription will automatically renew for successive periods equal to the initial Active Period, subject to Sapa’s then-current pricing and terms.

Termination for Cause

Either Party may terminate these Terms and Conditions immediately upon written notice if:

The other Party commits a material breach of these Terms and Conditions and fails to cure such breach within thirty (30) days after receiving written notice;
The other Party becomes insolvent, files for bankruptcy, or undergoes liquidation;
The other Party ceases to operate its business.

Termination by Sapa

Sapa may suspend or terminate access to the Products immediately if:

The User violates these Terms and Conditions, particularly provisions related to acceptable use, security, or payment;
The User's account is more than thirty (30) days overdue in payment;
Continued provision of services poses a security risk or violates applicable laws.

Effect of Termination

Upon termination or expiration:

All licenses granted to the User shall immediately cease;
The User shall immediately cease all use of the Products;
The User shall pay all outstanding fees and charges;
Each Party shall return or destroy all Confidential Information of the other Party;
The User shall have thirty (30) days to export its data from the Products, after which Sapa may delete all User data unless retention is required by law.

Survival

Sections related to payment obligations, intellectual property rights, confidentiality, indemnification, limitation of liability, and dispute resolution shall survive termination of these Terms and Conditions.

Force Majeure

Neither Party shall be liable for any failure or delay in performing its obligations under these Terms and Conditions to the extent that such failure or delay is caused by Force Majeure.

The Party affected by Force Majeure shall promptly notify the other Party in writing of the circumstances and the expected duration of the delay.

If Force Majeure continues for more than sixty (60) consecutive days, either Party may terminate these Terms and Conditions upon written notice to the other Party. In such case, the User shall pay for services rendered up to the termination date.

Part II

Product-Specific Terms

WhatsApp Business Cloud API

The User acknowledges that the WhatsApp Business Cloud API is operated by Meta Platforms, Inc. (“Meta”) and is subject to Meta’s terms, policies, and Business Messaging Policy, which the User must comply with in addition to these Terms and Conditions.

Conversation-based pricing and other charges levied by Meta are determined by Meta and may change. The User is responsible for all messaging costs incurred through its WhatsApp Business Account, whether billed directly by Meta or passed through by Sapa.

The User must adhere to WhatsApp’s messaging policies, including but not limited to:

Obtaining proper opt-in consent before sending messages to End Users;
Not sending spam or unsolicited messages;
Respecting opt-out requests and stop keywords;
Maintaining message quality ratings and template approval status as required by Meta.

OTP delivery

Where the User uses the Platform to deliver one-time passwords via WhatsApp authentication templates, the User is responsible for: (i) obtaining any consents required under applicable telecommunications and data-protection laws; (ii) ensuring templates and variable schemas are accurate and approved by Meta; (iii) keeping API Keys confidential; and (iv) any consequences of sends made using an API Key issued to the User, which shall be deemed actions of the User. Sapa may rate-limit, suspend, or revoke API Keys to protect the integrity of the Platform or to comply with Meta’s policies.

Sapa is not responsible for any restrictions, suspensions, template rejections, or terminations imposed by Meta arising from the User’s violation of WhatsApp policies or applicable law.

Telegram Bot

The User acknowledges that the Telegram Bot API is operated by Telegram Messenger LLP and is subject to Telegram’s Bot API Terms of Service and applicable law, which the User must comply with in addition to these Terms and Conditions.

The User is solely responsible for the configuration of its Telegram bot and must keep its bot token and any associated credentials confidential. Any action taken via the bot token shall be deemed an action of the User.

Sapa is not responsible for any restrictions, suspensions, or terminations imposed by Telegram arising from the User’s use of the Telegram Bot API.

AI-Assisted Reply Generation

When AI-assisted reply generation is invoked, the relevant conversation context is transmitted to a third-party generative AI provider integrated with the Platform. Sapa is provider-agnostic and may change the underlying model or provider from time to time without notice.

Generated outputs may be inaccurate, incomplete, biased, or otherwise unsuitable for a given situation. AI-assisted features are provided to support, not replace, human judgement.

The User retains final responsibility for every reply or action delivered to an End User, regardless of whether the content was AI-generated, human-edited, or human-authored. The User must not rely on AI-generated content as the sole basis for high-stakes decisions, including legal, medical, or financial advice, without independent qualified human review.

The User must not submit to the AI features any data the User is not legally entitled to share with a Subprocessor for generative AI processing.

Part III

General Provisions

Governing Law and Dispute Resolution

These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Indonesia, without regard to its conflict of law provisions.

Any dispute arising out of or relating to these Terms and Conditions shall first be attempted to be resolved through good faith negotiations between the Parties for a period of thirty (30) days.

If the dispute cannot be resolved through negotiation, the Parties agree to submit the dispute to mediation administered by the Indonesian National Board of Arbitration (BANI).

If mediation fails, the dispute shall be finally settled by arbitration in accordance with BANI arbitration rules. The arbitration shall be conducted in the Indonesian language in Jakarta, Indonesia, and the decision of the arbitrator(s) shall be final and binding on both Parties.

Notices

All notices, requests, and other communications required or permitted under these Terms and Conditions shall be in writing and shall be deemed to have been duly given:

When delivered personally;
When sent by registered or certified mail, return receipt requested;
When sent by recognized overnight courier service;
When sent by email with confirmation of receipt, to the email addresses specified in the Usage Agreement or as updated by either Party in writing.

Each Party shall promptly notify the other Party of any change in its contact information.

Assignment

The User may not assign, transfer, or delegate any rights or obligations under these Terms and Conditions without the prior written consent of Sapa, which consent shall not be unreasonably withheld.

Sapa may assign these Terms and Conditions to an affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets, upon notice to the User.

Any attempted assignment in violation of this section shall be null and void.

Severability

If any provision of these Terms and Conditions is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable while preserving its intent. If such modification is not possible, the provision shall be severed from these Terms and Conditions, and the remaining provisions shall continue in full force and effect.

Waiver

No waiver of any provision of these Terms and Conditions shall be deemed or shall constitute a waiver of any other provision, nor shall any waiver constitute a continuing waiver unless otherwise expressly provided in writing. No failure to exercise, and no delay in exercising, any right, power, or privilege under these Terms and Conditions shall operate as a waiver thereof.

Entire Agreement

These Terms and Conditions, together with the Quotation, Usage Agreement, and any other documents expressly referenced herein, constitute the entire agreement between the Parties regarding the subject matter hereof and supersede all prior and contemporaneous agreements, understandings, negotiations, and discussions, whether oral or written, between the Parties.

Amendments

Sapa reserves the right to modify these Terms and Conditions at any time by posting the revised terms on our website or by providing notice to the User via email or through the Products.

Material changes will be notified to Users at least thirty (30) days in advance of the effective date.

Continued use of the Products after the effective date of any modifications constitutes acceptance of the modified Terms and Conditions.

If the User does not agree to the modified Terms and Conditions, the User may terminate the Usage Agreement in accordance with the termination provisions.

Relationship of Parties

The relationship between Sapa and the User is that of independent contractors. Nothing in these Terms and Conditions shall be construed to create a partnership, joint venture, agency, employment, or franchise relationship between the Parties. Neither Party has the authority to bind the other or to incur any obligation on its behalf without the other Party’s prior written consent.

Third-Party Services and Integrations

The Products may integrate with or rely on third-party services and platforms. Sapa is not responsible for the availability, performance, terms, or privacy practices of such third-party services.

The User’s use of third-party services is subject to the terms and conditions and privacy policies of those third parties.

Sapa may discontinue integration with third-party services at any time with reasonable notice to Users.

Export Control

The User agrees to comply with all applicable export control laws and regulations and shall not export, re-export, or transfer the Products or any technical data derived from the Products to any country, entity, or person prohibited by such laws and regulations.

Language

These Terms and Conditions may be translated into other languages for convenience. In the event of any conflict between the English version and any translation, the Indonesian version shall prevail to the extent permitted by applicable law.

Part IV

Acceptance

By clicking “I Accept”, signing the Usage Agreement, or by accessing or using any Sapa Product, the User acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.

If you are accepting these Terms and Conditions on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind such entity to these Terms and Conditions.

Part V

Contact Information

If you have any questions, concerns, or feedback regarding these Terms and Conditions or our Products, please contact us at the details below.

Entity: PT Sarana Digital Bangsa
Email: tech@sarana.ai
Website: www.sarana.ai
Business hours: Mon – Fri, 09:00 – 17:00 (UTC+7)

These Terms and Conditions were last updated on 13 May 2026. We recommend that you review these terms periodically to stay informed of any updates.