Terms and conditions

1. Owner

This website and the platform are operated by Oscar Luis Berrocal Caballero, an individual operating under the trade name Lania Flow, domiciled in Caldas, Antioquia, Colombia. In these terms, “Lania Flow” refers to its owner. Contact: info@laniaflow.com and +57 333 401 8369.

2. Purpose

These terms govern access to this website and the use of Lania Flow, a software platform that allows appointment-based service businesses to serve their customers on WhatsApp, Instagram, Facebook Messenger and the chat and portal of their website, and to send them confirmation and reminder emails, with an artificial intelligence assistant, appointment scheduling, contacts, follow-up, analytics, satisfaction surveys, invitations to leave Google reviews, appointment payments, and WhatsApp campaigns and sequences.

3. Who the service is for

• Appointment-based service businesses established in Colombia and the rest of Latin America, including health businesses.
• Appointment-based service businesses established in the European Union and the European Economic Area, including health businesses.
• In the United States, only businesses that do not provide health services.

The service is not prepared for health information protected by the United States HIPAA law. When signing up, the business declares its country and activity, and must keep them up to date.

These terms have a common part (sections 1 to 16 and 20) and specific conditions for each territory: those for Latin America (section 17), those for the United States (section 18) and those for the European Union and the European Economic Area (section 19). Each business is subject to the common part and to the conditions of its territory; in case of differences, the territory conditions prevail.

4. Use of the website

You may browse this website freely. You agree to use it lawfully and not to take actions that affect its availability, security or operation.

5. Subscription, accounts and end of service

The business signs up through this website's sign-up page or through an agreement with Lania Flow. Features, usage limits, AI credits, prices and support are those of the subscribed plan and, if there is one, those of the proposal or agreement that applies to each business, which prevails over the general information on this website.

Each plan sets its features, its AI credits, the number of locations and its limits. If a business switches to a plan that does not include a feature, it keeps what it created with it, but cannot create more.

The business is responsible for its team's accounts, for keeping their credentials confidential and for the permissions it assigns to each user.

When the service ends, the platform unsubscribes the “Lania Flow” app from the business's Meta accounts and deletes its access. The business has 30 days to request an export of its data in readable formats, such as CSV or JSON, and within the following 30 days its data is deleted or anonymized under the Privacy policy, unless the law requires it to be kept.

6. Free trial

• When signing up, the business can try the platform for 14 days, free of charge and without a card.
• The trial includes 100 AI credits granted once, which are not renewed, and the features of the Galaxia plan except campaigns, sequences and appointment payments, with one location.
• We notify the business 3 days and 1 day before the trial ends, and on the day it ends.
• If the business moves to a paid plan during the trial, the paid period starts on the day of payment.

When the trial ends without payment, the account is not suspended: it moves to the basic plan, with the same features, no end date and the credits it has left, which are not renewed. The business can buy credit packs at the rate for accounts without a plan or move to a paid plan at any time.

An account on the basic plan without activity receives notices at 30, 45 and 55 days, and may be suspended after 60 days without activity. If an account created through this website's sign-up page ends the trial without ever having connected a channel or had conversations, we notify the business and, if nothing changes within 7 days, we close the account as described in section 5.

7. Payments and billing

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders in US dollars (USD) and euros (EUR). Paddle provides all customer service inquiries and handles returns for those orders, and adds the taxes that apply in each country. The currency and payment method of each country are set out in its conditions (sections 17 to 19).

Subscriptions renew automatically at the end of each period, monthly or yearly, until they are cancelled. The business can cancel them at any time, and the service remains active until the end of the paid period. Refunds are governed by the Refund policy.

8. Connection with Meta

The business authorizes Lania Flow to connect its WhatsApp Business account, its Facebook page and its Instagram account through Meta's login process. This includes coexistence with the WhatsApp Business app on the phone: messages the business sends and receives on the phone are also shown on the platform.

In coexistence, the business can authorize the import of its contacts and the message history that Meta allows to share (up to 6 months). A message the business sends from the phone moves that conversation to human attention.

The business registers its own payment method in WhatsApp Manager, and Meta bills it directly for messaging charges.

Health businesses. Under Meta's policies, health businesses only use Instagram and Messenger to receive the first contact: the platform replies with an invitation to continue by email or WhatsApp and does not keep the conversation going on those channels. These businesses cannot send campaigns on Instagram or Messenger, and their team must not continue conversations there.

If the Meta app that Lania Flow uses changes, for example because the collaboration with the technology partner ends, the business may have to reconnect its channels.

9. Appointment payments from the business's customers

On the plans that include it, the business can ask its customers for full payment or a deposit for an appointment when they book it, with its own Stripe, PayPal, Wompi or Bold account (Wompi and Bold, only for businesses in Colombia), or with “pay outside the platform”: the customer pays by bank transfer or another method indicated by the business and uploads the receipt, which is always reviewed by a person on the business's team. The automatic reading of receipts is only an aid and does not confirm any payment.

• The business is the merchant: the payment contract is between the business, its customer and the payment provider, and the business is responsible to its customers for charges, refunds, chargebacks and taxes.
• Lania Flow does not receive, hold or refund those amounts, does not charge a commission on them and does not see card details, which the customer enters on the payment provider's page.
• The business complies with its payment provider's terms, including any prior approval required for health services, and informs its customers of its cancellation and refund policy.

10. Business obligations

• Use the platform lawfully and in accordance with the Meta and WhatsApp Business terms and policies that apply to it, which it accepts when connecting its channels, and not ask Lania Flow to process data from those platforms in a way that breaches them.
• Have its customers' authorization to process their data and to send them messages, and respect their opt-out requests.
• Obtain its customers' prior, express and informed authorization when processing sensitive data, such as health data.
• Publish its own terms and privacy policy for its customers, and inform them where their data is processed, as set out in the Privacy policy: the platform allows editing them and requesting their acceptance, but does not include a default text.
• Not send unsolicited, misleading or unlawful messages, nor use the platform to impersonate others.
• In campaigns and sequences, only write to contacts who have given their consent, use marketing templates approved by Meta, identify itself as the sender and comply with the commercial communication rules of its country (sections 17 to 19) and of each country where it has customers. The business decides the content, recipients and timing of each send, and is responsible for them.
• If it invites its customers to leave a Google review from the platform, comply with Google's review policies.
• Not use the platform as a medical records system or for health information protected by the United States HIPAA law.
• Truthfully declare its country and activity, especially if it provides health services.
• Handle its customers' requests about their data (access and copy, rectification, objection, restriction and erasure), whether received through the platform or by other means, within the deadlines of the law of its country (sections 17 to 19). The platform records the requests, checks the customer's identity, prepares the copy in a ZIP file and carries out the erasure, but the decision and the reply are the business's.
• Bear in mind that “Delete contact”, in the dashboard, deletes the contact and their data permanently and cannot be undone.
• Keep the information it publishes for the assistant accurate and up to date: services, hours, prices and conditions.

11. Artificial intelligence assistant

The assistant replies with the information the business publishes and within the rules it configures. Automatic replies may contain errors, so the business must review its settings and supervise conversations. The assistant does not provide medical, legal or financial advice, and situations that require it must be handed over to a person.

Using the assistant consumes the plan's AI credits. The platform uses OpenAI or Anthropic (Claude) as its AI provider, chooses the model and may pause the assistant or apply a spending cap to protect the service; in the meantime, the guided assistant or the business's team take over. If the business uses its own OpenAI or Anthropic key, that usage does not consume credits, is governed by its contract with that provider and it is up to the business to configure it so the data is not used to train models. AI data processing is explained in the Privacy policy.

12. Third-party services

Lania Flow integrates with third-party services, such as WhatsApp Business Platform, Instagram, Messenger, email providers, calendars, payment providers and artificial intelligence. Their use is subject to each provider's terms, policies, availability and fees. The integration with Meta is provided through the “Lania Flow” app, registered in the Meta business portfolio of Lania Flow's technology partner, Comercializadora Muto SAS, which manages its settings but does not receive businesses' messages or data. WhatsApp messaging charges, including those for assistant replies and campaigns, are billed by Meta directly to the business and are not included in the Lania Flow fee.

WhatsApp, Instagram, Facebook, Messenger and Meta are third-party trademarks. Lania Flow is an independent product and this website does not imply affiliation, sponsorship or endorsement by Meta.

13. Availability and liability

We work to keep the platform available and secure, but we cannot guarantee uninterrupted or error-free operation, especially when it depends on third-party services. To the extent permitted by law, Lania Flow is not liable for indirect damages or for interruptions or changes by integrated providers.

Except in cases of willful misconduct or gross negligence, Lania Flow's total liability to the business is limited to the amount paid by the business for the service in the 12 months before the event that gives rise to it.

We make a daily backup. In case of a serious failure, our goal is to restore the service within 4 hours with a maximum loss of 24 hours of data. These are working goals, not a guarantee.

We may suspend an account that breaches these terms or the policies of the connected channels, notifying the business whenever possible. We may also have to suspend or remove a business's access to Meta platforms when Meta requires it.

14. Intellectual property

The software, brand, visual identity and the platform's own content belong to Lania Flow or its licensors. The business retains ownership of its data and content. Third-party trademarks belong to their respective owners.

15. Data protection, support access and platform settings

The processing of personal data is governed by our Privacy policy.

When Lania Flow processes the business's customers' data on its behalf, it acts as processor under the data processing agreement (in Colombia, the personal data transmission agreement; in the European Union and the European Economic Area, with the obligations of Article 28 of the GDPR), which forms part of these terms and which the business accepts when signing up. That agreement governs, among other things, the business's instructions, the providers that process the data, incident notice within 72 hours, the return and deletion of data when the service ends and the business's obligations toward Meta. We send it to any business that requests it at info@laniaflow.com.

From the platform, the Lania Flow support team only sees a business's data if the business authorizes it in its settings: by area, read-only and for up to 7 days, and it can be revoked at any time. Each access is logged, the business is notified when support enters and can review the log. Technical access without that authorization only happens to contain an incident, restore the service or comply with an order from an authority, and the business is notified within 72 hours.

Settings set by the platform. From its console, Lania Flow can set some of a business's settings: the service languages, the emails per day it can send with the platform's email, the sending limits for promotions and the deactivation of its own AI key. The business can change back in its dashboard those that are up to it.

16. Changes and language

The governing law and the way to resolve disputes are set out in the conditions of each country (sections 17 to 19).

We may update these terms; the current version is published on this page with its update date. If a change is significant, we will notify businesses by email at least 15 days in advance, unless the law or Meta imposes a shorter period.

These terms are published in Spanish and English. In case of differences, the Spanish version prevails.

17. Conditions for Latin America

They apply to businesses established in Colombia and the rest of Latin America.

• Activity: health businesses are accepted, with the Instagram and Messenger rules of section 8.
• Governing law: these terms are governed by the laws of the Republic of Colombia. The parties will try to resolve their differences directly for 30 days; if they cannot, they will submit them to the competent courts of Colombia.

Businesses in Colombia

• Payments: in Colombian pesos (COP), collected directly by the owner of Lania Flow through a payment link (Bold) or by bank transfer. Prices in COP do not include taxes; they will be added if the law requires it.
• Data protection: Lania Flow acts as processor under Law 1581 of 2012 and its implementing decrees, through the personal data transmission agreement of section 15. The data protection authority is the Superintendence of Industry and Commerce (SIC).
• Rights of its customers: the business answers inquiries within ten (10) business days, extendable by up to five (5) more business days, and claims within fifteen (15) business days, extendable by up to eight (8) more business days, as set by Law 1581 of 2012. The platform gives each request a 30-day deadline: the business must reply earlier when the law requires it.
• Sensitive data: to process health data, the business obtains its customers' prior, express and informed authorization and tells them they are not required to provide it.
• Commercial communications: the business respects the hours and channels allowed by Law 2300 of 2023.
• Appointment payments: with Stripe, PayPal, Wompi, Bold or pay outside the platform.

Businesses in the rest of Latin America

• Payments: in US dollars (USD), through Paddle.com as Merchant of Record, as set out in section 7.
• Data protection and rights of its customers: the business complies with the data protection law of its country and handles its customers' requests within the deadline that law sets and, at most, within 30 days.
• Commercial communications: the business complies with its country's rules on commercial messages and emails, in addition to Meta's policies.
• Appointment payments: with Stripe, PayPal or pay outside the platform.

18. Conditions for the United States

They apply to businesses established in the United States.

• Activity: only businesses that do not provide health services. The platform cannot be used for health information protected by the HIPAA law.
• Payments: in US dollars (USD), through Paddle.com as Merchant of Record, which adds the taxes that apply.
• Rights of its customers: the business handles requests within the deadline set by the applicable law and, at most, within 30 days.
• Commercial communications: the business complies with federal and state rules on commercial messages and emails, in addition to Meta's policies.
• Appointment payments: with Stripe, PayPal or pay outside the platform.
• Governing law: these terms are governed by the laws of the Republic of Colombia. The parties will try to resolve their differences directly for 30 days; if they cannot, they will submit them to the competent courts of Colombia.

19. Conditions for the European Union and the European Economic Area

They apply to businesses established in a European Union or European Economic Area state.

• Activity: health businesses are accepted, with the Instagram and Messenger rules of section 8.
• Payments: in euros (EUR), through Paddle.com as Merchant of Record, which adds the taxes that apply.
• Data protection: the business is the controller of its customers' data and Lania Flow is its processor, under the General Data Protection Regulation (GDPR). As processor, Lania Flow assumes the obligations of Article 28 of the GDPR: it processes the data only on the business's documented instructions, with people bound by confidentiality and the security measures of the Privacy policy; it uses the providers listed there and gives notice of changes; it helps the business handle its customers' rights and meet its security obligations; and it deletes or returns the data when the service ends.
• Security breaches: Lania Flow notifies the business without undue delay, and within 72 hours of becoming aware of it, of any security breach affecting its data, with the information available, so that the business can notify its supervisory authority and the people affected when required.
• Hosting in Europe: the data of these businesses is stored on servers in the European Union, and their backups in storage that is also in the European Union.
• International transfers: the platform's central server is in the United States, and Meta messages, emails and AI requests pass through it in transit; some providers, such as the AI, email and Meta providers, process data outside the European Economic Area. Lania Flow only transfers it with the safeguards of Chapter V of the GDPR, such as the European Commission's adequacy decisions or its standard contractual clauses.
• Rights of its customers: the business answers requests for access, rectification, erasure, restriction, portability and objection within one month, extendable by two more months when necessary, as set by Article 12 of the GDPR. The platform counts that deadline, allows extending it with a reason and gives notice before it expires.
• Legal basis and health data: the business determines the legal basis of each processing and, for health data, the applicable exception of Article 9 of the GDPR, and informs its customers as required by Articles 13 and 14.
• Acceptance and artificial intelligence: the business asks its customers to accept its terms and privacy policy before the AI assistant reads their messages, with the platform's “Ask for acceptance” option, and tells them there that they may be served by an artificial intelligence assistant and can always ask to speak to a person.
• Commercial communications: the business only sends commercial messages and emails with the consent required by European law and the law of its country, and respects opt-outs.
• Appointment payments: with Stripe, PayPal or pay outside the platform.
• Governing law: these terms are governed by the laws of the Republic of Colombia, without prejudice to the GDPR and to the mandatory rules of the business's country. The parties will try to resolve their differences directly for 30 days; if they cannot, they will submit them to the competent courts of Colombia.

20. Contact

For questions about these terms, write to info@laniaflow.com.