Terms of Service

1. Who we are

HookSend is an Instagram comment-to-DM automation service run by HOOKSEND SOFTWARE, a business registered under Udyam with the Ministry of MSME, Government of India. In these terms, "HookSend", "we" and "us" mean HOOKSEND SOFTWARE. "You" means the person or business using HookSend.

"The Service" means the website at https://hooksend.in, the dashboard, and everything HookSend does for the Instagram accounts you connect.

You must be at least 18 years old to use HookSend. If you use it for a business, you confirm that you are allowed to accept these terms for that business.

2. Your account

• Give accurate details when you sign up, and keep them up to date.
• Keep your password and sign-in codes to yourself. You are responsible for everything done in your account, including by team members you invite to your workspace.
• If you think someone else has got into your account, tell us straight away at [email protected].

3. Connecting Instagram

HookSendworks with Instagram professional accounts (Business or Creator). You connect them through Meta's official login, and we never ask for your Instagram password.

Only connect accounts you own, or accounts whose owner has given you documented permission to manage them. For an agency, that means permission from each client.

You can disconnect an account at any time from Settings, or remove HookSend in Instagram's own settings. Our data deletion instructions explain what happens to your data when you do.

4. How HookSend works with Meta

HookSenduses Meta's official Instagram APIs and webhooks. Meta decides what those APIs allow, including how many messages can go out per hour and when a business may message someone, and it can change those rules at any time. If Meta changes, limits or withdraws a feature, we may have to change or withdraw the matching feature in HookSend.

We work to keep HookSend running, but we cannot promise that it will always be available or free of errors. We are not responsible for outages, rate limits, API changes or account restrictions that come from Meta.

HookSend is not affiliated with or endorsed by Meta Platforms, Inc. Instagram is a trademark of Meta Platforms, Inc.

5. Acceptable use

You are responsible for the campaigns you set up and for every message sent from your account through HookSend. You must follow Instagram's Terms of Use and Community Guidelines, and Meta's Platform Terms and Developer Policies. In particular:

• Message only people who contacted you first, by commenting on your post or reel, replying to or mentioning your story, or sending you a DM. A comment can get one private reply, sent within the time Meta allows. Any other message must go out within Meta's standard 24-hour messaging window, which opens each time the person messages you, replies or taps a button in your message.
• Don't send spam, bulk messages or messages people did not ask for.
• Deliver what you promise. If a post says "comment LINK and I will DM you the link", the DM should contain that link.
• Be honest with people: no fake giveaways, false offers, impersonation of another person or brand, phishing, malware, or links that hide where they really go.
• Tell people they are talking to an automated service wherever the law requires it.
• Keep anything illegal off HookSend, along with content that is hateful, harassing, sexually explicit, fraudulent or defamatory, or that infringes someone else's rights.
• Stay within Meta's limits, HookSend's sending limits and your plan's limits, and leave our security controls alone.

If you break these rules, we may pause your campaigns, suspend your account or close it. When the risk to other people or to your Instagram account is serious, we may do this without warning. Meta may also restrict your Instagram account for breaking its rules, and we cannot reverse that.

6. Your content and the people you message

You own what you add to HookSend: campaign messages, links, product details, storefront content, knowledge base documents and anything else you upload. You give us permission to store, process and send that content only as needed to run the Service for you.

Your automations collect details from people who interact with your Instagram account, such as their comments and messages, and any email address or phone number they choose to share through your lead forms or flows. You decide what to collect and how to use it. You are responsible for having a lawful reason to collect it, for telling people how you will use it, and for using it only in ways they would expect. Our Privacy Policy explains how HookSend handles this data.

7. AI features

Some features use AI models: writing campaign messages and variations, answering DMs from your knowledge bases, Comment Guard's AI rules, and spotting brand collaboration offers in your DMs. AI can get things wrong. Check what it writes and decides for you, and keep your knowledge base documents accurate, because its answers come from them. What each AI action costs in credits is listed on the AI credits page.

8. Plans, payments and refunds

• Every new workspace starts with a 15-day free trial of every feature, with no card needed. When the trial ends, the workspace moves to the Free plan.
• Paid plans are monthly, paid by UPI in India and by card everywhere else. Card payments are processed by Dodo Payments, who sell the purchase to you as our merchant of record, add any sales tax or VAT your country charges, and issue the invoice. Plans never renew automatically. When a paid period ends, the workspace moves to the Free plan.
• Extra DMs, AI credits and extra knowledge bases or flows are one-off purchases, priced on the pricing page.
• Refunds follow our Refund and Cancellation Policy. In short, you can ask for a refund within 24 hours of a payment if nothing from that purchase has been used.

Plan prices, plan limits and what the Free plan includes can change, and we may add or retire plans, including the Free plan, which we offer for as long as we are able to. We announce changes in the product before they take effect. A period you have already paid for runs to its end at the price and limits you bought, and changes never apply to it retroactively.

9. Suspension and closing your account

You can stop using HookSend at any time and delete your account from Settings.

We may suspend or close your account if you break these terms, or if your use creates a security, legal or reputational risk for HookSend or for other users.

10. Our software

HookSend's software, design and brand belong to HOOKSEND SOFTWARE. These terms let you use HookSend; they do not transfer any of it to you. You may not copy, reverse-engineer or decompile HookSend, or try to extract its source code.

11. Limitation of liability

To the maximum extent the law allows, HOOKSEND SOFTWARE, its founder and its affiliates are not liable for any indirect, incidental, special, consequential or punitive damages, including loss of profits, revenue, data or business reputation, that arise from or relate to your use of HookSend.

12. Changes to these terms

We may update these terms. When we do, we change the date at the top of this page. If you keep using HookSend after an update, the updated terms apply to you.

13. Governing law

These terms are governed by the laws of India. Any dispute arising out of or relating to them is subject to the exclusive jurisdiction of the competent courts in India.

14. Contact