Terms of Service

1. Definitions

• "Service" means the Rafeeq platform: the AI assistant that replies to your customers on WhatsApp, the dashboard, booking tools, reports, emails and related support.
• "End Users" means the people who message your business on WhatsApp and whose conversations the Service handles on your behalf.
• "Customer Data" means all information you or your End Users provide through the Service, including business details, knowledge, conversations, contacts and appointments.
• "AI Output" means any reply, summary, classification or other content generated automatically by the Service.

2. The Service

We provide the Service on a subscription basis and may set it up for you ("done-for-you" onboarding). Access is granted only after we approve your application.

We continuously improve the Service and may add, change or remove features. If a change materially reduces core functionality you paid for, we will tell you in advance and you may cancel.

The Service relies on the WhatsApp Business Platform operated by Meta and on third-party AI models. Your use of WhatsApp is also governed by Meta's terms and policies, which you must accept and follow directly.

3. Accounts & security

• You are responsible for everything done under your accounts and for keeping passwords confidential. Each person must use their own login.
• We strongly recommend turning on two-step verification for every administrator.
• Tell us immediately at [email protected] if you suspect unauthorised access.
• We may require password changes, lock accounts after repeated failed sign-ins, and suspend access we reasonably believe is compromised.

4. Your responsibilities

You are solely responsible for:

• the accuracy and legality of the business information, prices, services, hours, policies and knowledge you give the Service — the assistant answers from what you provide;
• having a lawful basis and any consent required to message your End Users, honouring opt-out requests, and complying with all laws that apply to your communications, advertising, consumer protection and data protection;
• complying with Meta's WhatsApp Business Terms, Business Messaging Policy and Commerce Policy, including template approval and the 24-hour customer service window;
• informing your End Users, where required, that they may be chatting with an automated assistant, and providing them with your own privacy notice;
• monitoring conversations, reviewing handoff alerts and taking over when a situation needs a human;
• all bookings, quotes, discounts and commitments made to End Users in your name, and fulfilling them;
• any professional, medical, legal or financial service you provide — the Service is not a substitute for professional judgement and must not be used to diagnose, prescribe or give individual professional advice.

5. AI output — important

AI Output is generated automatically and probabilistically. Although the assistant is designed to answer only from your business information, to decline unrelated topics, to resist manipulation and to hand over to your team, it can still make mistakes, misunderstand messages or produce incomplete or inaccurate replies.

You accept that AI Output is provided as an aid to your business and not as a guarantee. To the maximum extent permitted by law we are not responsible for decisions, bookings, statements or omissions made in reliance on AI Output, or for messages sent based on information you configured. Configure your knowledge carefully, review conversations regularly and correct the assistant when needed.

The assistant is instructed to direct emergencies to local emergency services. It is not an emergency service and must never be relied on as one.

6. Third-party services

The Service depends on providers we do not control, including Meta (WhatsApp), AI model providers, hosting, network and email providers. We are not liable for their outages, policy changes, pricing, or decisions — including Meta restricting, rating or banning your WhatsApp number or templates.

Fees charged by Meta for WhatsApp conversations or templates, if any, are your responsibility unless your plan expressly includes them.

7. Fees, payment & taxes

• Subscription fees are billed monthly in advance; any setup fee is billed once. Prices are those agreed in your plan or quote.
• Fees are non-refundable, including for partial months and unused conversations, except where the law requires otherwise or we agree in writing.
• If payment is overdue we may suspend the Service after a grace period of 7 days, with notice by email. Suspension does not cancel amounts owed.
• We may change prices with at least 30 days' notice; the new price applies from your next billing period.
• Prices exclude VAT and other taxes, which you pay where applicable.

8. Limits, fair use & protection

Plans include conversation limits. To protect you and the platform from spam, floods, abuse and runaway costs, the Service applies automatic safeguards — for example blocking flooding numbers, ignoring repeated or replayed messages, limiting replies per customer, capping bookings per customer and pausing AI replies when a daily safety budget is reached. These safeguards may occasionally delay or withhold a reply; your team can always reply manually.

You must follow our Acceptable Use Policy, which forms part of these Terms.

9. Customer Data & privacy

• You own your Customer Data. You grant us a limited licence to host, process, transmit and display it only to provide, secure, support and improve the Service.
• For End User conversations you are the data controller and we act as your processor under our Data Processing Agreement, which forms part of these Terms. Our Privacy Policy explains how we handle account and website data.
• We do not sell Customer Data and we do not use your conversations to train AI models.
• We may use aggregated, de-identified statistics (which do not identify you or any End User) to operate and improve the Service.

10. Intellectual property

We own the Service, its software, prompts, designs, brand and documentation. Except for the right to use the Service during your subscription, no rights are transferred to you. You may not copy, resell, reverse engineer or build a competing product from the Service.

If you send us feedback or suggestions, we may use them freely without obligation to you.

11. Confidentiality

Each party will keep the other's non-public business information confidential and use it only for this agreement, except where disclosure is required by law.

12. Suspension & termination

• Either party may end the subscription with 30 days' written notice (email is enough). Paid periods are not refunded.
• We may suspend or terminate immediately if you breach these Terms or the Acceptable Use Policy, fail to pay, expose us or others to legal, security or reputational risk, or if Meta or a provider requires it.
• After termination your access ends. On request within 30 days we will provide an export of your contacts and appointments. We then delete Customer Data from the live system within 30 days; encrypted backups roll off within a further 14 days, unless the law requires us to keep something longer.
• Sections that by their nature should survive (fees owed, AI output, liability, indemnity, governing law) survive termination.

13. Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided "as is" and "as available". We do not warrant that it will be uninterrupted, error-free, always accurate, or that it will achieve any particular business result (such as a number of bookings or sales). All implied warranties are excluded.

14. Limitation of liability

To the maximum extent permitted by law:

• we are not liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, bookings, customers, goodwill or data, however caused;
• our total liability arising out of or related to the Service or these Terms is limited to the fees you actually paid us for the Service in the three (3) months before the event giving rise to the claim;
• these limits apply whatever the legal theory (contract, tort, negligence or otherwise), even if we were advised of the possibility of the damage.

Nothing in these Terms limits liability that cannot be limited by law, such as liability for fraud or wilful misconduct.

15. Indemnity

You will defend, indemnify and hold harmless us and our team from any claims, losses, fines and costs (including reasonable legal fees) arising from your Customer Data, your messages and commitments to End Users, your products or services, your breach of these Terms or the Acceptable Use Policy, or your violation of any law or third-party rights, including messaging, consumer-protection, data-protection and Meta policies.

16. Force majeure

We are not responsible for delays or failures caused by events beyond our reasonable control, including outages of Meta, AI or hosting providers, internet failures, cyber-attacks, government action, war, natural disasters or power failures.

17. Changes to these Terms

We may update these Terms. We will post the new version on this page with a new effective date and, for material changes, notify account administrators by email or in the dashboard at least 14 days in advance. Continuing to use the Service after the effective date means you accept the updated Terms.

18. Governing law & disputes

These Terms are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai. The parties will first try in good faith to resolve any dispute within 30 days of written notice. If unresolved, the dispute will be submitted exclusively to the courts of Dubai, United Arab Emirates.

19. General

• These Terms, the Privacy Policy, the Acceptable Use Policy, the Data Processing Agreement and any written order or quote form the entire agreement. A signed order prevails for its specific commercial terms.
• You may not assign this agreement without our consent; we may assign it to an affiliate or successor.
• If any provision is unenforceable, the rest remains in effect. Failure to enforce a right is not a waiver.
• Notices to us: [email protected]. Notices to you: the email of your account administrator.
• These Terms are published in English and Arabic. If there is any inconsistency, the English version prevails to the extent permitted by law.