Terms of Service

These Terms of Service (“Terms”) form a legal agreement between you (or the organisation you represent) (“Customer,” “you”) and BttrLabs Private Limited, an India private limited company doing business as “Watari” (“Watari,” “we,” “us”). Read them carefully. By creating an account or using the Service, you accept these Terms.

1. The Service

Watari is a business-to-business software service that converts customer support tickets into structured bug reports, maps them to source code, drafts pull requests, and drafts customer-facing root-cause analyses (collectively, the “Service”). The Service ingests data from third-party platforms you connect (such as Zendesk, Intercom, Slack, Linear, Jira, and GitHub) only within the OAuth scopes you authorise.

The Service is provided on a subscription basis. Features and plan tiers are described at watari.ai/pricing. We may change, add, or remove features with reasonable notice where they materially reduce functionality.

2. Eligibility & accounts

You must be at least 18 years old to use the Service. If you accept these Terms on behalf of an organisation, you represent that you have authority to bind that organisation, and “Customer” refers to that organisation. Watari is not intended for personal or consumer use.

You are responsible for the confidentiality of your credentials and for activity that occurs under your account. Notify us at security@watari.ai immediately if you suspect unauthorised access.

3. Customer Content

“Customer Content” means data you submit to the Service or that we receive from third-party platforms you connect, including support tickets, conversation threads, attachments, source code, and configuration. As between you and Watari, you own all Customer Content.

You grant Watari a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, and process Customer Content solely to provide and improve the Service for you, including transmitting Customer Content to the subprocessors listed at watari.ai/legal/subprocessors.

You represent and warrant that you have all rights, permissions, and consents necessary to submit Customer Content to the Service and to authorise the processing described in these Terms and our Privacy Policy.

4. AI Outputs

4.1 Ownership of Outputs

“Outputs” means content generated by the Service from your Customer Content, including extracted bug reports, draft pull requests, root-cause analyses, and code-location mappings. As between you and Watari, you own all Outputs. Watari claims no ownership over Outputs and grants no third party rights to them, except as required to operate the Service.

4.2 No training on Customer Content

Watari does not use Customer Content to train any AI model. Our AI subprocessors (Anthropic and OpenAI) are contractually prohibited from using Customer Content sent through our API accounts to train their foundation models.

4.3 Hallucination disclaimer

Large language models may produce inaccurate, incomplete, misleading, or infringing outputs (“hallucinations”). Outputs are AI-generated drafts intended for human review. You must independently verify all Outputs before relying on them, merging code, publishing customer- facing communications, or taking action based on them. WATARI MAKES NO WARRANTY AS TO THE ACCURACY, COMPLETENESS, FITNESS FOR PURPOSE, OR NON-INFRINGEMENT OF OUTPUTS.

4.4 Human-in-the-loop

Pull requests generated by the Service are drafts and are never auto-merged into your repositories. Root-cause analyses generated by the Service are drafts and are never auto-published to your end users without an explicit approval action by your authorised user. You retain full control over which Outputs are accepted, edited, or rejected.

5. Acceptable use

Your use of the Service is also governed by our Acceptable Use Policy. You may use the Service only for lawful business purposes and in compliance with all applicable laws, including data-protection laws governing the collection and processing of customer support data.

You must not (a) attempt to reverse-engineer, decompile, or extract the underlying source code or models of the Service; (b) use the Service to build or support a product competitive with Watari; (c) use the Service to process content you do not have the right to submit (including third-party personal data collected without a valid legal basis); (d) submit malicious code, exploit attempts, or attempts to circumvent our security controls; (e) attempt to overload, disrupt, or degrade the Service through automated means beyond documented rate limits.

6. Subscription, fees & metering

6.1 Subscription plans

The Service is sold on a subscription basis. Plan tiers, pricing, and the features included in each tier are described at watari.ai/pricing and form part of these Terms.

6.2 Mapped Bug metering

Watari charges for “Mapped Bugs”, a bug extracted from a support ticket where the AI extraction confidence is ≥ 0.7 and at least one code-location mapping confidence is ≥ 0.7. Pull request drafting, root-cause analysis generation, and synchronisation with Jira / GitHub Issues / Linear are bundled into the per-Mapped-Bug price and are not separately metered.

6.3 Mismapped-Bug credit window

You may dispute the classification of a Mapped Bug within 7 days of the date it is billed. If we agree the classification was incorrect, we will issue a credit equal to the disputed charge against your next invoice. No cash refund will be issued. Disputes after 7 days will not be honoured. See our Refund Policy for more detail.

6.4 Payment processor

Subscriptions and metered usage are billed via Razorpay. Indian customers are billed in INR with applicable GST (and, where configured, IGST). Customers outside India are billed in USD. Currency and pricing tier are locked at the time of subscription.

6.5 Regional pricing

Watari offers region-specific pricing in different currencies (USD, INR). The applicable price and currency are determined by the billing country of your organisation, inferred from your payment method and the location from which you access the Service. You may not access regional pricing from a country in which your organisation does not operate, including through the use of virtual private networks, proxies, or payment methods registered to a different country than the one where the organisation is headquartered or primarily operates. We may review accounts where the apparent billing location materially diverges from the location where the Service is consumed.

6.6 Taxes

Fees are exclusive of taxes. You are responsible for all applicable taxes, levies, and duties (other than taxes on Watari's net income). Indian customers with a GSTIN should provide it during checkout to receive a tax-compliant invoice.

7. Term & termination

These Terms remain in effect for as long as you have an active account. You may cancel your subscription at any time from the billing settings page; cancellation takes effect at the end of the current billing period.

We may suspend or terminate your account, with notice where reasonably possible, if you (a) materially breach these Terms or our Acceptable Use Policy; (b) fail to pay fees when due and do not cure the default within 15 days; (c) use the Service in a way that exposes us, our subprocessors, or other customers to legal or operational risk.

Upon termination, your access to the Service ends. Customer Content is retained on our infrastructure until you request deletion at privacy@watari.ai; we will action the request within 30 days. You may also delete your organisation immediately at any time via Settings → Organization → Delete (organization owner only). Billing and tax records are retained for 7 years to satisfy Indian tax-record-keeping obligations.

8. Confidentiality

Each party may receive information from the other party that is marked confidential or that a reasonable person would understand to be confidential (“Confidential Information”). The receiving party must use the Confidential Information only in connection with the Service and must protect it with at least the same degree of care it uses for its own confidential information (and no less than reasonable care). Customer Content is Customer's Confidential Information.

9. Intellectual property

The Service, including its software, models, designs, and underlying technology, is owned by Watari and protected by intellectual-property laws. These Terms grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for your internal business purposes during the subscription term.

You retain ownership of Customer Content and Outputs as set out in §3 and §4.

Feedback you provide about the Service is not confidential, and Watari may use it without restriction or compensation.

10. Warranties & disclaimers

Watari warrants that the Service will materially conform to its documentation under normal use. Your exclusive remedy for breach of this warranty is, at Watari's option, correction of the non-conformity, re-performance of the affected portion of the Service, or termination and a pro-rata refund of pre-paid fees for the unused remainder of the subscription term.

EXCEPT FOR THE FOREGOING, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT AI OUTPUTS WILL BE ACCURATE OR COMPLETE.

11. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

EACH PARTY'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE GREATER OF (A) THE AMOUNTS YOU HAVE PAID TO WATARI UNDER THESE TERMS IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE LIABILITY, AND (B) ONE HUNDRED US DOLLARS (USD 100).

These limitations do not apply to (i) breaches of confidentiality; (ii) a party's indemnification obligations; (iii) liabilities that cannot be limited under applicable law.

12. Indemnification

You will defend, indemnify, and hold harmless Watari and its officers, directors, employees, and contractors from and against any third-party claim arising out of (a) Customer Content, including Watari's processing of it in accordance with these Terms; (b) your use of the Service in breach of these Terms or applicable law; (c) your use of Outputs.

Watari will defend, indemnify, and hold harmless you from any third-party claim that the Service, when used in accordance with these Terms, infringes a third party's intellectual property rights. This obligation does not apply to claims arising from (a) modifications to the Service not made by Watari; (b) combination of the Service with content or services not provided by Watari; (c) AI Outputs (which are covered by the disclaimer at §4.3).

13. Data processing

When the Service processes personal data on your behalf, our Data Processing Agreement governs the terms of that processing and is incorporated into these Terms by reference for all customers whose use involves personal data.

14. Governing law & disputes

These Terms are governed by the laws of India, without regard to conflict-of-laws principles. The courts located in Bengaluru, Karnataka, India have exclusive jurisdiction over disputes arising out of or relating to these Terms, except that either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual-property rights.

15. Changes to these Terms

We may update these Terms from time to time. The “Effective date” at the top of this page indicates the last revision. Material changes that adversely affect existing customers will be communicated by email to the registered owner of an Organisation at least 30 days before the change takes effect. Your continued use of the Service after the effective date constitutes acceptance.

16. General

These Terms, together with the documents incorporated by reference, constitute the entire agreement between the parties with respect to the Service and supersede any prior or contemporaneous agreements concerning the same subject matter. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force.

You may not assign these Terms without our prior written consent. Watari may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets.

17. Contact

For questions about these Terms, contact us at support@watari.ai. Postal address available on the Imprint page.