Terms of service

1. The service

CommentGate reads comments on the Facebook Pages, Instagram professional accounts, TikTok accounts, YouTube channels, Threads profiles and ad accounts you connect, and hides, deletes, holds, allows, likes or replies to them according to the settings, rules and corrections you give it. It also drafts replies, sends the direct messages and campaigns you set up on Facebook, Instagram, TikTok and WhatsApp, keeps a list of the people who contacted you, shows reports, and sends alerts. You can use it in the web app, or through API keys, the hosted MCP server and the CLI.

CommentGate relies on Meta (Facebook, Instagram, Messenger, Threads and WhatsApp), TikTok and Google (YouTube). What we can do on each platform, and whether we can offer it at all, depends on that platform's rules and on its approval of CommentGate. If a platform changes or withdraws a feature, we may have to change ours. CommentGate is not affiliated with, endorsed by or sponsored by Meta Platforms, Inc., WhatsApp LLC, TikTok Pte. Ltd., ByteDance Ltd., Google LLC or YouTube.

What "hide" means differs by platform:

• TikTok and Threads: we hide. Neither lets anyone delete another person's comment or reply, so CommentGate never deletes there.
• YouTube: a hidden comment is "held for review". It disappears from public view and waits in YouTube Studio, where you or CommentGate can publish it again. Removing a comment and blocking its author on YouTube happens only when someone on your team chooses it for that comment.
• YouTube has no instant notification of new comments, so we check each channel about every 5 minutes (more often when it is busy, less often when it is quiet). New YouTube comments can be public for a few minutes before they are held.
• Threads replies you send are limited to 500 characters, and Threads limits how many replies a profile can post each day. Replies to Threads ads reach CommentGate through the Facebook login that manages the ad account, and hiding or answering them depends on the permissions Meta has granted for that ad account.

Direct messages follow each platform's rules. On Facebook and Instagram, automated messages go only to people who commented on your post or ad or wrote to you first, and only within 24 hours of their last message; a person on your team may answer later where Meta allows it. TikTok direct messages are available only once TikTok has approved CommentGate for them, and not for TikTok accounts created in the European Economic Area, the United Kingdom or Switzerland, where TikTok does not offer them. WhatsApp messages outside the 24-hour window can only be approved message templates.

2. Accounts, brands and your team

You need an account to use CommentGate, and you must be at least 18 years old and able to enter into a binding contract. CommentGate is for businesses: use it for your trade, business or profession. Give us accurate information and keep access to your email address and any authenticator secure, since that is how you sign in. You are responsible for what happens in your brands, including what your team members, agency clients and API keys do.

Brand owners and admins decide who has access and what they can do. Everyone you invite can see the comments, messages, people and reports of the accounts you give them, so only invite people you trust with that access, and remove access when it is no longer needed. If you invite people, you are responsible for making sure they follow these terms.

3. Free trial

Your first brand starts a 7-day free trial with every feature, and brands you add during the trial share it. No card is needed. AI reply drafts and automated messages pause once the trial has counted 15,000 comments and automated messages; moderation keeps running. At the end of the trial, choose a plan to keep moderation running. If you do not, moderation pauses, and 30 days later we delete your brands' comments, messages, contacts and connected accounts (your settings stay). The trial runs once per person; we may also limit trials to one per brand or per connected account to prevent abuse.

4. Plans, billing and extra usage

Plans are billed monthly or yearly, in advance, in US dollars, through our payment processor, Stripe. Prices are shown on the pricing page. Prices do not include VAT, sales tax or similar taxes, which are added where we are required to collect them. Subscriptions renew automatically at the end of each period until you cancel.

A plan belongs to the person who pays for it and covers every brand they own, including brands added later, with one allowance shared between them. An owner can bill a brand separately instead (for example, a client an agency invoices directly); that brand then has its own plan, allowance and payment method. A brand can move in or out of its owner's plan once a day.

Each plan includes a number of comments and automated messages per billing month, counted together across every brand it covers. Every comment and reply received on your connected accounts and ads counts once, whatever CommentGate does with it. Every message a flow or campaign sends on its own counts once when it is delivered. Replies you post and messages you type yourself do not count. People and contacts are unlimited.

If your comments and automated messages go past what your plan includes, moderation and automated messages keep running and the extra ones are charged at $2.50 per 1,000, billed for the exact number (not rounded up to the next 1,000), on your next invoice. You can set a monthly cap on these extra charges. Once the cap is reached, we stop charging for extra usage that month, moderation continues, and new AI reply drafts and automated messages pause until the next month or until you raise the cap.

Upgrades take effect right away and are prorated. Downgrades and cancellations take effect at the end of the current billing period.

WhatsApp messages are billed to you by Meta, on the payment method you add in WhatsApp Manager, at Meta's prices. They are not part of your CommentGate plan and we never resell them.

We may change prices with at least 30 days' notice. Changes apply from your next billing period after the notice.

5. Cancellation and refunds

You can cancel any time from Settings, Plan and billing. You keep access until the end of the period you paid for, and the plan does not renew.

Monthly payments are not refunded. If you cancel your first yearly plan within 30 days of its first payment, we refund that payment in full. This refund is available once per customer. The full rules, including billing errors, are in the refund policy. Where the law gives you a right to a refund, that right applies.

Comments that were hidden stay hidden after you cancel. You can unhide them on the platform itself.

30 days after a canceled plan's paid period ends, we delete the comments, messages, contacts and connected accounts of the brands it covered. Your settings and billing records stay.

6. Connected platforms and their terms

By connecting an account, you confirm that you are allowed to manage it and you authorize us to act on it on your behalf: to read comments and messages, and to hide, delete, like, reply to and send messages as your settings say and as each platform allows. Anything CommentGate does on a connected account at your instruction, or under settings you turned on, counts as your action on that platform. You can disconnect at any time. Disconnecting an account, or removing CommentGate in the platform's own settings, deletes everything we hold for that account within 7 days.

Your use of each platform stays subject to that platform's own terms and policies, which you agree to follow:

• Meta: the Meta Terms of Service, the Instagram Terms of Use, the Threads terms, Meta's advertising and commerce policies, and, for WhatsApp, the WhatsApp Business Terms of Service and the WhatsApp Business Messaging Policy.
• TikTok: the TikTok Terms of Service and, for ads, the TikTok for Business terms and advertising policies.
• YouTube: see the next paragraph.

CommentGate uses YouTube API Services. By connecting a YouTube channel or using any CommentGate feature that works with YouTube, you agree to be bound by the YouTube Terms of Service. Google handles information under the Google Privacy Policy. You can remove CommentGate's access to your Google account at any time from the Google security settings page.

Actions a platform takes against your accounts, such as restricting messaging, rejecting a template or disabling an ad account, are outside our control. We are not responsible for them, but we will help you understand what happened where we can.

7. Your content

Your content (your settings, guidance, corrections, saved replies, knowledge, catalogs, contacts, and the comments and messages on your accounts) stays yours. You give us a limited permission to store, process and transmit it only to provide CommentGate to you, as described in the privacy policy. We do not use it to build products for other customers, and nobody uses it to train AI models on our behalf.

You are responsible for your content and your replies, and you confirm that you have the rights and permissions needed to use them, including for the contact details, tags and notes you add about people.

8. Messages, campaigns and consent

When you send direct messages, run campaigns or send WhatsApp templates through CommentGate, you are the sender. You are responsible for:

• having the consent and the legal basis these messages need where you and the recipient are, including under the GDPR, the ePrivacy rules, the US CAN-SPAM Act and Telephone Consumer Protection Act, Canada's anti-spam law, and similar laws;
• collecting and recording opt-in before you send WhatsApp messages outside the 24-hour window, and honoring opt-outs straight away. CommentGate sends marketing templates only to contacts you marked as opted in, never to United States phone numbers (WhatsApp does not deliver them), and stops when WhatsApp tells us someone opted out;
• following each platform's messaging rules, including the 24-hour window and its message tags; CommentGate enforces them, and you agree not to try to get around them;
• telling your own customers, in your privacy notice, that you use a service like CommentGate to manage comments and messages, and, where you turn it on, that you share events with Meta through the Conversions API.

Tags, notes and fields you add to people in CommentGate must not record sensitive information such as health, religion, sexual orientation, racial or ethnic origin, political opinions or financial account details, unless you have a lawful basis and it is needed for your business.

9. Autopilot, AI and automated replies

CommentGate makes judgments about language and images, using a classifier and AI models, and learns from the corrections your team makes. No judgment about language is perfect. Some harmless comments may be hidden and some harmful ones may be missed. You choose which kinds of comments are hidden, which topics always come to a person, how strict each setting is, and whether replies are drafted for approval or sent on their own. Drafts wait for a person to approve them unless you turn on sending.

Replies set to send on their own pass a check before they go out; a reply that names a link, a price or a number that is not in your own settings or catalog stays a draft. You are still responsible for replies and messages posted from your accounts, including replies drafted by CommentGate that you approve or allow to send on their own. Check drafts for accuracy, especially about prices, availability, health or legal matters.

As between you and us, you own the replies CommentGate drafts for you and may use them freely. People who commented on your accounts can ask you to review a decision, and you can unhide, restore or answer at any time.

10. Data processing terms

For the personal data in comments, messages, contacts and other content we process for you, you are the controller and we are your processor under the GDPR, the UK GDPR and similar laws, and your "service provider" or "processor" under US state privacy laws. This section is our data processing agreement. We will:

• process that data only on your documented instructions, given through your settings and use of the service, and tell you if we believe an instruction breaks the law;
• not sell or share it, not retain, use or disclose it for any purpose other than providing the service to you, and not combine it with data from other customers except to keep the service secure;
• make sure everyone we authorize to process it is bound by confidentiality;
• protect it with the technical and organizational measures described in the privacy policy;
• help you, taking into account the nature of the processing, to answer people's requests to access, correct or delete their data, and to meet your security, breach notification and impact assessment obligations;
• tell you without undue delay after we become aware of a personal data breach affecting it;
• delete it when you delete it, disconnect the account it came from, delete the brand or when your plan lapses, as set out in the privacy policy, unless the law requires us to keep it;
• make available the information reasonably needed to show that we comply with this section, and allow for reasonable audits, normally by providing documentation.

You authorize us to use the subprocessors listed on the subprocessors page. We will update that page before adding or replacing a subprocessor. If you object on reasonable data protection grounds and we cannot accommodate the objection, you may stop using the affected feature or cancel. Subprocessors are bound by data protection terms no less protective than this section. Transfers outside the EU and EEA are protected by the European Commission's Standard Contractual Clauses, which we incorporate by reference for this purpose (module two for controller to processor transfers and module three for processor to processor transfers), or by an adequacy decision.

You can ask for a countersigned copy of these terms through the contact form.

11. API, MCP server and CLI

API keys, the hosted MCP server and the CLI let you and your tools, including AI assistants, act on your brands. Anything done with your keys or the connections you approve counts as done by you, so keep keys secret, give them only the access they need, and revoke any key that may be exposed. Comment text reaches your tools as data written by strangers; do not let it instruct your tools. We may limit or suspend programmatic access that degrades the service for others. Current limits are on the rate limits page.

12. Acceptable use

Do not use CommentGate to:

• break the law or the terms of Meta, Instagram, Threads, WhatsApp, TikTok, YouTube, Google or any other platform you connect;
• hide comments in order to mislead people, for example to suppress legally required disclosures, product safety reports or complaints you are obliged to address;
• send spam, harassment, deceptive replies, or messages to people who have not contacted you or opted in;
• connect accounts you are not authorized to manage;
• build profiles of people for advertising, surveillance, or decisions about housing, employment, credit, insurance or other eligibility, or to discriminate against anyone;
• probe, overload or reverse engineer the service, or get around usage limits, platform limits or security measures;
• resell the service without our agreement (agencies may manage their own clients' brands);
• use the service if you are, or act for, a person or entity subject to sanctions, or in a country embargoed by the EU, the US or the UN.

We may suspend access if these terms are broken or if an account puts the service, a platform relationship or other customers at risk. Where we can, we will tell you first and give you a chance to fix it.

13. Copyright complaints

If you believe content available through CommentGate (for example, a shared client report) infringes your copyright, tell us through the contact form. Include a description of the work, where the content is, your contact details, and a statement that you believe in good faith that the use is not authorized and that your notice is accurate. We will review the notice, remove or disable access to content we find infringing, and may tell the customer who shared it. We close the accounts of repeat infringers. Comments and posts on Facebook, Instagram, TikTok, YouTube and Threads themselves are hosted by those platforms; report them there.

14. Availability and changes to the service

We work to keep CommentGate running and fast, but we do not promise it will be uninterrupted or error free. We may improve, change or remove features. If we remove something material to your plan, we will tell you in advance.

15. Disclaimer

Except as stated in these terms, CommentGate is provided "as is" and "as available", without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose and non-infringement, to the fullest extent the law allows.

16. Limitation of liability

To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, sales or data, even if told they were possible.

Our total liability for any claim relating to CommentGate is limited to the greater of the amount you paid us in the 12 months before the claim arose or 50 US dollars.

Nothing in these terms limits liability that cannot be limited by law, such as liability for intent or gross negligence where the law says so.

17. Indemnity

You will defend and indemnify us against third-party claims, and the resulting damages, penalties and reasonable legal costs, arising from your content, your replies and messages, your use of contact data, your breach of these terms, or your breach of a platform's terms or the law. We will tell you promptly about any such claim and let you control the defense, as long as you do not settle in a way that puts obligations on us without our agreement.

18. Claims deadline and events outside our control

To the extent the law allows, a claim relating to CommentGate must be brought within one year of the event that caused it. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as outages or changes of the Meta, TikTok or Google platforms, internet or infrastructure failures, natural disasters or acts of government. This does not excuse payment.

19. Suspension and termination

You can stop using CommentGate and delete your brands or your account at any time. Before you do, you can export your comments from Reports and your people as CSV. We may suspend or end your access if you break these terms, if the law requires it, if a platform requires it, or if continuing would harm the service or other customers. If we end the service for a reason other than your breach, we will give you reasonable time to export first and refund any prepaid amount for the time left.

After termination, your data is deleted as described in the privacy policy. Sections that by their nature should continue (including your responsibility for your content, indemnity, liability limits and disputes) continue.

20. Changes to these terms

We may update these terms. For material changes, we will tell you by email or in the app at least 30 days before they apply. If you keep using CommentGate after that, the new terms apply. If you do not agree, you can cancel before they take effect.

21. Governing law and disputes

These terms are governed by the laws of Finland, without regard to conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Before either of us starts formal proceedings, we both agree to try to resolve the dispute informally: tell us about it through the contact form, and both sides will make a good-faith attempt to settle it within 60 days.

Disputes are decided by the courts of Finland, except that either party may seek urgent relief in any competent court. If the law of your country gives you mandatory protections, or the right to bring proceedings in your local courts, these terms do not take them away.

22. General

These terms, together with the privacy policy, the refund policy and the pages they link to, are the entire agreement between you and us about CommentGate. If a provision cannot be enforced, it is limited to the minimum extent needed and the rest stays in effect. Not enforcing a provision is not a waiver of it. You may not transfer these terms without our agreement; we may transfer them as part of a merger, acquisition or sale of assets, and we will tell you if we do. Notices to you go to your account email or appear in the app; notices to us go through the contact form.

23. Contact

CROapps Oy, Pohjoinen Rautatiekatu 29B, 00100 Helsinki, Finland. Business ID 3550932-5, VAT number FI35509325. Questions about these terms: use the contact form.