SocialServe

Terms of Service

Last updated: May 19, 2026

Please read these Terms of Service (“Terms”) carefully before using SocialServe. These Terms form a legally binding agreement between you (“you”, “your”, or “User”) and SocialServe (“we”, “us”, “our”, or “the Company”), operated at [YOUR DOMAIN].

By creating an account, connecting your Instagram account, or using any part of the SocialServe platform, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, do not use SocialServe.

1. About SocialServe

SocialServe is an AI-powered social media engagement platform designed for restaurant and food service businesses. Our platform allows restaurant owners and their staff to:

  • Manage Instagram Direct Messages and comments from a unified inbox
  • Use AI-assisted reply drafting and automated response features
  • Set up promo rules, follow-up sequences, and automation workflows
  • Operate an Autopilot mode where the AI sends replies automatically on your behalf
  • Track customer engagement and revenue generated from social media activity

SocialServe operates as an independent platform and is not affiliated with, endorsed by, or sponsored by Meta Platforms, Inc. or Instagram.

2. Eligibility

To use SocialServe, you must:

  • Be at least 18 years old
  • Be a human — accounts registered by bots or automated methods are not permitted
  • Operate a legitimate restaurant, café, food truck, or food service business
  • Have an Instagram Business Account or Creator Account (personal Instagram accounts are not supported)
  • Have the legal authority to bind your business to these Terms
  • Not have been previously suspended or banned from SocialServe

By using SocialServe, you represent and warrant that you meet all of the above requirements.

3. Account Registration and Security

3.1 Creating Your Account

You must provide accurate, complete, and current information when creating your SocialServe account. You are responsible for keeping this information up to date.

3.2 Account Security

You are responsible for:

  • Maintaining the confidentiality of your account password
  • All activity that occurs under your account
  • Notifying us immediately at contactus@socialserve.ca if you suspect unauthorized access to your account

We are not liable for any loss or damage resulting from your failure to maintain account security.

3.3 One Account Per Business

Each restaurant location should have one SocialServe account. You may add team members (managers and staff) to your account through the Team Access settings. You may not share your login credentials with others.

4. Connecting Your Instagram Account

4.1 Authorization

By connecting your Instagram Business or Creator account to SocialServe through our OAuth integration, you explicitly authorize SocialServe to:

  • Access your Instagram account ID, username, profile information, and metadata
  • Receive your customers’ Direct Messages via Meta’s webhook system
  • Receive comments on your posts, reels, and stories via Meta’s webhook system
  • Send replies to your customers’ DMs on your behalf through the Instagram API
  • Post comment replies on your behalf through the Instagram API
  • Access your account for the purpose of providing the SocialServe service

4.2 Your Responsibility for Connected Accounts

You represent and warrant that:

  • You are the owner or authorized administrator of the Instagram account you connect
  • You have the right to grant SocialServe the permissions described above
  • Your use of SocialServe complies with Meta’s Terms of Service, Community Standards, and Developer Policies
  • You will not connect an Instagram account that belongs to someone else without their explicit authorization

4.3 Disconnecting Your Instagram Account

You may disconnect your Instagram account from SocialServe at any time by:

  • Going to Settings → Instagram Account → Disconnect in your SocialServe dashboard, or
  • Revoking access through Instagram’s app (Settings → Apps and Websites → SocialServe → Remove)

Disconnecting your account will immediately stop all automated messages and inbox functionality.

5. The 24-Hour Messaging Window

Instagram’s messaging policies require that businesses respond to customer messages within 24 hours for standard replies. SocialServe’s Autopilot feature is designed to help you respond within this window. For messages that fall outside the 24-hour window (for example, when your business is closed overnight or over a weekend), SocialServe uses the human_agent feature approved by Meta, which allows your staff to send a human response within 7 days of the original message.

You are responsible for ensuring your use of SocialServe’s messaging features complies with Meta’s current messaging policies. Meta may update these policies at any time.

6. Autopilot Mode

6.1 What Autopilot Does

When you enable Autopilot mode, SocialServe’s AI system will automatically send replies to your customers’ Instagram messages and comments without requiring your approval for each individual message. You configure the rules, tone, confidence threshold, and content restrictions that govern Autopilot behavior.

6.2 Your Responsibility for Autopilot Messages

By enabling Autopilot mode, you:

  • Explicitly authorize SocialServe to send messages on your behalf automatically
  • Accept full responsibility for all messages sent from your Instagram account through Autopilot
  • Acknowledge that AI-generated messages may occasionally be inaccurate, incomplete, or imperfect
  • Agree that SocialServe is not liable for the content of Autopilot messages or their impact on your customer relationships

6.3 Autopilot Safeguards

SocialServe includes safeguards including:

  • Confidence threshold settings (messages below your set threshold go to your inbox for review)
  • Complaint detection (negative sentiment messages are automatically routed to your inbox)
  • Blocked topic lists (subjects you configure the AI to avoid)
  • Quiet hours (time periods when Autopilot pauses automatically)
  • Instant pause (you can disable Autopilot at any time)

These safeguards reduce risk but do not eliminate it. You remain responsible for monitoring your account activity through the Activity Log.

6.4 Message Recall

You may recall a message sent by Autopilot within 5 minutes of sending using the Recall function in the Activity Log. After 5 minutes, messages are permanent and cannot be recalled.

7. Acceptable Use Policy

You agree to use SocialServe only for lawful purposes and in accordance with these Terms. You agree NOT to use SocialServe to:

7.1 Violate Laws or Third-Party Rights

  • Violate any applicable local, provincial, national, or international law or regulation
  • Infringe any intellectual property rights, privacy rights, or other rights of any person
  • Defame, harass, abuse, threaten, or intimidate any person

7.2 Violate Meta’s Policies

  • Violate Meta’s Terms of Service, Community Standards, Advertising Policies, or Developer Policies
  • Use the Instagram API in any way not permitted by Meta’s Platform Terms
  • Attempt to circumvent Instagram’s rate limits, messaging restrictions, or spam filters

7.3 Send Prohibited Messages

  • Send spam, bulk unsolicited messages, or phishing messages
  • Send deceptive, false, or misleading communications
  • Send messages promoting illegal products, services, or activities
  • Harass or bully Instagram users
  • Send messages that violate Instagram’s Community Guidelines

7.4 Misuse the Platform

  • Use SocialServe to manage Instagram accounts you do not own or have authorization for
  • Reverse-engineer, decompile, or disassemble any part of SocialServe
  • Attempt to gain unauthorized access to our systems or other users’ accounts
  • Upload malware, viruses, or any harmful code
  • Scrape, crawl, or extract data from SocialServe using automated means
  • Use SocialServe for any purpose other than managing your own restaurant’s social media

7.5 Impersonation

  • Impersonate any person, business, or entity
  • Misrepresent your affiliation with any person or organization

Violation of this Acceptable Use Policy may result in immediate account suspension or termination without refund.

8. AI-Generated Content

8.1 Nature of AI Replies

SocialServe uses artificial intelligence (including third-party AI APIs) to generate reply suggestions and Autopilot messages. AI-generated content is based on your configured brand voice, the content of customer messages, and your business information.

8.2 Your Responsibility

You acknowledge that:

  • AI-generated replies are suggestions and may not always be accurate, appropriate, or complete
  • When reviewing drafts in your inbox, you are responsible for verifying accuracy before sending
  • When Autopilot is enabled, you accept responsibility for AI-generated messages sent without your individual review
  • SocialServe does not guarantee that AI-generated content will be error-free

8.3 Prohibited AI Uses

You may not use SocialServe’s AI features to generate content that is deceptive, discriminatory, harmful, or in violation of any law or Meta’s policies.

9. Subscription Plans and Billing

9.1 Plans

SocialServe is offered on a monthly subscription basis. Plan details, features, and pricing are described on our website at [YOUR DOMAIN] and may be updated from time to time with 30 days’ notice.

9.2 Payment

By subscribing, you authorize SocialServe to charge your payment method through our payment processor (Stripe) for the applicable subscription fees. Payments are due monthly in advance.

9.3 Free Trial

If we offer a free trial period, your subscription will automatically begin at the end of the trial unless you cancel before the trial ends.

9.4 Cancellation

You may cancel your subscription at any time through Settings → Billing → Cancel Plan. Cancellation takes effect at the end of your current billing period. You will retain access to SocialServe until your billing period ends.

9.5 Refunds

We do not offer refunds for partial subscription periods. Refund requests will be considered on a case-by-case basis at our sole discretion. Contact [YOUR EMAIL] to request a refund.

9.6 Price Changes

We may change subscription prices at any time with 30 days’ advance notice by email. Your continued use of SocialServe after a price change takes effect constitutes your agreement to the new pricing.

9.7 Late Payment

If a payment fails, we will retry the charge automatically. If payment remains unsuccessful after 7 days, your account may be suspended until payment is received.

10. Intellectual Property

10.1 Our Property

SocialServe, including its software, design, features, AI models, logos, trademarks, and all content we create, is owned by SocialServe and protected by intellectual property laws. These Terms do not grant you any ownership rights in SocialServe.

10.2 Your Property

You retain ownership of all content you upload to SocialServe, your business data, and your Instagram content. Your customers retain ownership of their messages and comments.

10.3 License You Grant Us

By using SocialServe, you grant us a limited, non-exclusive, royalty-free license to process, store, and use your data and your customers’ data solely for the purpose of providing and improving the SocialServe service. We do not claim ownership of your content.

10.4 Feedback

If you provide feedback, suggestions, or ideas about SocialServe, we may use this feedback without any obligation to compensate you.

11. Privacy

Your use of SocialServe is governed by our Privacy Policy, available at https://socialserve.ca/privacy-policy, which is incorporated into these Terms by reference. By using SocialServe, you agree to the collection and use of your information as described in the Privacy Policy.

You are responsible for ensuring your own use of SocialServe complies with applicable privacy laws in your jurisdiction, including laws governing your communications with your customers.

12. Third-Party Services

SocialServe integrates with and depends on third-party services including Meta’s Instagram API, Stripe (payments), and OpenAI (AI features). Your use of these third-party services is governed by their respective terms of service. We are not responsible for the availability, accuracy, or actions of any third-party service.

Meta may change, restrict, or discontinue Instagram API access at any time. We will make reasonable efforts to maintain service continuity but cannot guarantee uninterrupted service if Meta changes its API.

13. Disclaimers and Warranties

To the fullest extent permitted by applicable law:

13.1 SocialServe is provided “AS IS” and “AS AVAILABLE” without warranties of any kind, either express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

13.2 We do not warrant that:

  • SocialServe will be uninterrupted, error-free, or completely secure
  • The results obtained from using SocialServe will be accurate or reliable
  • AI-generated messages will be appropriate, accurate, or effective for your business
  • The platform will be available at any particular time or location

13.3 SocialServe is not affiliated with Meta Platforms, Inc. We do not guarantee continued access to the Instagram API. Meta may change, restrict, or revoke API access at any time, which may affect SocialServe’s functionality.

13.4 You use SocialServe at your own risk.

14. Limitation of Liability

To the fullest extent permitted by applicable law, in no event shall SocialServe, its directors, employees, partners, agents, suppliers, or affiliates be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:

  • Loss of profits, revenue, or business
  • Loss of data or Instagram account access
  • Reputational damage caused by AI-generated messages
  • Costs of substitute services
  • Loss of customers or business opportunities

arising from your use of or inability to use SocialServe, even if we have been advised of the possibility of such damages.

Our total cumulative liability to you for any claims arising from these Terms or your use of SocialServe shall not exceed the amount you paid to us in the 12 months preceding the claim.

Some jurisdictions do not allow the exclusion of certain warranties or the limitation of liability, so some of the above limitations may not apply to you.

15. Indemnification

You agree to indemnify, defend, and hold harmless SocialServe and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with:

  • Your use of SocialServe
  • Your violation of these Terms
  • Your violation of any third-party rights (including Meta’s Terms of Service)
  • Messages sent from your Instagram account through SocialServe (including via Autopilot)
  • Any content you submit, post, or transmit through the service

16. Term and Termination

16.1 Term

These Terms begin when you create your SocialServe account and continue until your account is terminated.

16.2 Termination by You

You may close your account at any time by going to Settings → Account → Delete Account, or by emailing [YOUR EMAIL]. Closing your account cancels your subscription at the end of the current billing period.

16.3 Termination by Us

We may suspend or terminate your account immediately and without notice if you:

  • Violate these Terms or our Acceptable Use Policy
  • Violate Meta’s Terms of Service or Developer Policies in a way that puts our API access at risk
  • Engage in fraudulent or abusive behavior
  • Fail to pay subscription fees

We may also terminate accounts with 30 days’ notice for any other reason at our discretion.

16.4 Effect of Termination

Upon termination:

  • Your access to SocialServe ends immediately
  • Autopilot and all automation stops immediately
  • Your data is retained for 90 days then permanently deleted
  • These Terms survive termination to the extent necessary to enforce rights and obligations that arose prior to termination

17. Modifications to the Service

We reserve the right to modify, suspend, or discontinue any part of SocialServe at any time, with or without notice. We will make reasonable efforts to notify you of material changes by email or in-app notification. We are not liable to you or any third party for any modification, suspension, or discontinuation of the service.

18. Governing Law and Dispute Resolution

18.1 Governing Law

These Terms are governed by and construed in accordance with the laws of British Columbia, Canada, without regard to conflict of law principles.

18.2 Disputes

Any dispute arising from these Terms or your use of SocialServe shall be resolved by binding arbitration or in the courts of North Vancouver, British Columbia, Canada. You agree to submit to the personal jurisdiction of these courts.

18.3 Informal Resolution

Before initiating any formal dispute, you agree to first contact us at contactus@socialserve.ca and give us 30 days to resolve the issue informally.

18.4 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted on an individual basis only and not as part of a class or representative action.

19. General Provisions

19.1 Entire Agreement

These Terms and our Privacy Policy constitute the entire agreement between you and SocialServe regarding the service and supersede all prior agreements.

19.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

19.3 No Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it in the future.

19.4 Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights freely.

19.5 Force Majeure

We are not liable for any failure to perform our obligations where such failure results from causes beyond our reasonable control, including but not limited to changes to Meta’s API, internet outages, or acts of government.

20. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will:

  • Update the “Last updated” date at the top of this page
  • Send you an email notification to the address on your account at least 14 days before changes take effect

Your continued use of SocialServe after changes take effect constitutes your acceptance of the updated Terms. If you do not agree to the new Terms, you must stop using SocialServe and close your account before the changes take effect.

21. Contact Information

If you have any questions about these Terms of Service, please contact us:

We aim to respond to all inquiries within 5 business days.