Dimel terms of service

Version 1.2 · In effect since August 2, 2026.

1. What Dimel is

Dimel is a platform that gives your business an AI-powered WhatsApp assistant, a web-based admin panel, and tools to manage orders, customers, appointments, and reports. In these terms, "the Provider" is whoever operates the platform, and "the Customer" is the business using it.

2. Your account

• Your account is created with its own identifier (slug) and panel login credentials; you can add additional accounts for your team with different roles (admin, sales, support, accounting).
• You're responsible for keeping your credentials secret and for any activity under your account, including that of team members you grant access to.
• You must notify the Provider if you suspect unauthorized access to your account.

3. Your obligations as Customer

• Use the platform lawfully — not for spam, misleading content, or illegal activity.
• Be responsible for the content you upload (catalog, prices, knowledge base, messages) and for its accuracy: the assistant answers based on what you provide it.
• Comply with Meta's WhatsApp Business policies, including having your own customers' consent to message them, and not using the platform for unsolicited bulk messaging.
• Meet your own data protection obligations toward your end customers — informing them how you handle their data (your own privacy notice) is your responsibility, not the Provider's. See the privacy notice for the detail of this relationship.

3.1 What may not be sold or offered through the assistant

These categories may not be sold or promoted through the WhatsApp assistant. This is not our own rule: it is Meta's WhatsApp Business Messaging Policy, and it applies even if the product is perfectly legal in your country and you hold every licence for it.

Why we put this in writing: Meta can penalise the entire application for what a single account does. A breach does not cost the offending account — it costs Dimel's WhatsApp number, and with it the service of every business using it.

Never, in any country:

• Firearms and ammunition.
• Tobacco, e-cigarettes and vaping devices.
• Drugs, whether prescription or recreational.
• Medical and healthcare products (supplements, vitamins, supplies, measuring devices).
• Endangered species of wildlife and plants.
• Live animals, except livestock.
• Hazardous goods and materials.
• Real, virtual or fake currency, including cryptocurrencies, ICOs and binary options.
• Body parts or fluids.
• Misleading, fraudulent or exploitative offers, or offers that exert undue pressure on a group of people.
• Adult products and services.
• Dating services.
• Multi-level marketing.
• Payday loans, paycheck advances, peer-to-peer lending, debt collection and bail bonds.

With exceptions Dimel cannot currently meet: alcohol, over-the-counter drugs and real-money gambling are allowed by Meta only in a closed list of countries, with the relevant licence and with age verification. Neither Switzerland nor Spain is on that list, and age verification is something the platform does not have yet. So for now these three categories are treated exactly like the ones above.

And never in the catalogue: even if your business is in a country where Meta allows you to talk about alcohol or over-the-counter drugs, the same policy prohibits selling those categories through a catalogue, cart or order flow, with no country exception. Dimel sells through a catalogue, so the country list enables nothing here.

If your business sells something on this list — a wine shop, a pharmacy, a restaurant with a wine list — the answer is not to drop it from your business but to keep it off WhatsApp: do not add it to the catalogue, and do not ask the assistant to offer it. Handle those products through another channel — the phone, your website, the shop itself. Replying by hand from the inbox is not a way around it either: the restriction applies to the channel, not to the assistant, and a message typed by a person goes out through the same API. If you are unsure about a specific product, ask us before adding it.

4. Plans, message quota and pricing

Dimel is offered in three monthly plans, which differ in what they include:

The price depends on the country and the size of the business, and is agreed in the individual offer together with the billing currency. A one-off setup fee also applies, covering the initial configuration; it is stated in that same offer.

4.1 Message quota and overage

Each plan includes a monthly quota of outbound messages, agreed in the offer according to your industry and expected volume. Going over the quota does not interrupt the service: the assistant keeps answering, and messages above the quota are billed at the per-message price stated in the offer. The dashboard warns you before you reach the quota, not after.

Separately from the quota there is a daily safety cap, meant to stop anomalous sending —a loop, a bulk import— and not to limit normal use. If your business needs a higher cap, it is adjusted.

Any change to pricing, quota or overage price will be notified to the Client at least 30 days before it takes effect.

5. Service availability

Dimel is in an early stage. The Provider makes a reasonable effort to keep the platform available, but does not guarantee a specific uptime and is not free of interruptions — especially while the platform is growing or during necessary maintenance. Reasonable advance notice will be given for planned maintenance when possible.

6. The AI assistant

The assistant converses using artificial intelligence and may, on occasion, misread a question or give an imprecise answer — like any system of this kind. To mitigate risk where it matters most: the total of every order is always calculated by code against your real catalog, never decided or invented by the AI. Even so, review conversations periodically from your inbox, and you can take manual control of any chat at any time.

7. Ownership

• The platform, its code, and its brand are owned by the Provider.
• Your catalog, your knowledge base, your brand, and your customers' data remain yours — the Provider only processes them to provide you the service, per the privacy notice.

8. Suspension and cancellation

• You can stop using the platform whenever you want; request that the Provider close your account.
• The Provider may suspend or cancel an account that breaches these terms (for example, unlawful use of the platform or of WhatsApp Business), giving notice beforehand when reasonably possible.
• If a payment is late, the panel gives notice 7 days before the due date and there are 7 days of leeway before the assistant stops replying. Suspension deletes nothing: the account keeps its conversations, customers and configuration intact, and comes back whole as soon as payment is recorded.
• When an account is closed, your data and your end customers' data are deleted within 90 days. The steps are in how to delete your data.

9. Limitation of liability

The Provider does not guarantee business outcomes (sales, customers, etc.) resulting from use of the platform. To the extent permitted by law, the Provider's liability to the Customer for damages related to the service is limited to the amount paid by the Customer in the last 3 months, except in cases of willful misconduct or gross negligence.

10. Changes to these terms

The Provider may update these terms; material changes will be notified to the Customer with reasonable advance notice. Continuing to use the platform after a change constitutes acceptance of it.

11. Governing law

These terms are governed by Swiss law. Any dispute is subject to the competent courts of the canton of Thurgau, without prejudice to any rights the applicable law grants the Customer in their own jurisdiction.

12. Contact

Questions about these terms: magallanesdimel@gmail.com.

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