Terms of Service

1. Acceptance of Terms

By accessing or using the Service, creating an account, or signing an order form that references these Terms, you agree to be bound by them. If you use the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity, and “you” refers to that entity. If you do not agree to these Terms, do not use the Service.

2. The Service

Rasael AI provides an AI-powered customer engagement and automation platform that enables businesses to, among other things:

• Answer customer inquiries with AI-driven virtual agents, 24/7.
• Capture, qualify, and convert leads across messaging channels.
• Let customers book appointments through chat, with events created and synced on the business’s connected Google Calendar.
• Run e-commerce flows, broadcasts, notifications, and team-inbox collaboration across WhatsApp, Instagram, Facebook, and other channels.

The Service is sold as packages, each with its own sending capacity, AI reply allowance, backup frequency, and support level, published at rasael.ai/pricing. Within a package we configure the solution around your workflow. Anything agreed beyond the published package — additional configuration, custom integrations, or different volumes — is set out in your order form, proposal, or agreement with us.

3. Eligibility & Accounts

• You must be at least 18 years old and use the Service for business purposes.
• You are responsible for the accuracy of the information you provide, for safeguarding your credentials, and for all activity under your account.
• Notify us promptly at support@rasael.ai of any unauthorized use of your account.

4. Acceptable Use

You agree not to, and not to permit others to:

• Use the Service for unlawful, harmful, fraudulent, or deceptive purposes.
• Send spam or unsolicited messages, or message recipients without a lawful basis or required consent.
• Upload or transmit content that is illegal, infringing, defamatory, or that violates the rights of others.
• Interfere with or disrupt the integrity or performance of the Service, or attempt to gain unauthorized access to it.
• Reverse engineer, resell, or sublicense the Service except as expressly permitted in writing.
• Use the Service to build a competing product.

5. Messaging Compliance

When using messaging channels through the Service, you are responsible for complying with the policies of the underlying platforms and with applicable law, including:

• The WhatsApp Business Messaging Policy and Meta platform terms for Facebook and Instagram.
• Obtaining and honoring customer opt-ins and opt-outs (e.g., honoring “STOP” requests).
• Applicable anti-spam, consumer-protection, and data-protection laws in the markets you operate in.

We may suspend or restrict messaging activity that, in our reasonable judgment, violates platform policies or applicable law, to protect the Service and its users.

6. Third-Party Services & Integrations

The Service integrates with third-party services such as the WhatsApp Business Platform, Instagram, Facebook, and Google Calendar. Your use of those services is governed by their own terms and policies. By connecting an integration, you authorize us to access and process the related data solely to provide the Service, as described in our Privacy Policy.

• You may disconnect any integration at any time from your settings (and, for Google, from your Google Account permissions).
• We are not responsible for third-party services, their availability, or changes to their APIs or policies that may affect features of the Service.
• Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

7. Fees & Payment

Subscriptions to our published packages are sold by Ahlamkom Solutions (Dubai, UAE), which issues your invoice. Where a signed agreement names a different Rasael AI entity, that agreement governs.

• Published prices. Our packages and their monthly prices are published at rasael.ai/pricing. Unless your order form states otherwise, subscriptions are billed annually in advance for a twelve (12) month term.
• Currency. The billing currency is the UAE dirham (AED). Figures shown on our site in other currencies are approximate conversions provided for guidance only; the amount charged is the AED amount.
• Tax. The AED price published on our pricing page includes 5% UAE value added tax. Where VAT is not chargeable on your purchase, or where tax is due in your own country instead, your invoice reflects that.
• Meta and other third-party charges. WhatsApp conversation fees are charged by Meta directly to the payment method you register with Meta. We do not resell them and we add no markup. Other third-party charges are your responsibility unless your agreement states otherwise.
• AI reply allowance. Each package includes a monthly allowance of AI replies. When the allowance is reached, AI replies pause rather than continuing at additional cost; your team can still answer. You may opt in to a top-up at the price published on our pricing page, up to a ceiling of twice your package allowance in any billing month. We do not charge for AI replies you have not opted in to.
• Sending capacity. Each package has a monthly sending capacity. Sends beyond it are held to the next cycle, or you may move to a larger package. We do not meter overage or invoice for it.
• Renewal and price changes. We may change the price of a package for a renewal term by giving at least thirty (30) days’ notice before the renewal date. Prices do not change during a term you have already paid for.
• Payment. Fees are payable in advance and are non-refundable except as required by law or expressly agreed. Late or failed payments may result in suspension of the Service after reasonable notice.

8. Packages, Limits & Support

The features, sending capacity, AI reply allowance, backup frequency, and support level of each package are those published at rasael.ai/pricing as amended from time to time. Where your order form or signed agreement differs from the published table, your order form governs.

• Changes to a package. We may change what a package includes on a forward-looking basis. If a change materially reduces what your package includes during a term you have already paid for, we will give at least thirty (30) days’ notice, and you may terminate the affected subscription and receive a pro-rata refund for the unused part of the term.
• Support targets. The support channels, priority levels, and first-response times published for each package are targets measured within the stated business hours. They are not guarantees and carry no service credits. They measure the time to a reply from a person, not the time to resolve an issue.
• Backups. The backup frequency stated for a package describes our own operational backup cycle. Backups exist so that we can recover the Service; they are not an archiving product and are not a substitute for keeping your own records. We will use commercially reasonable efforts to restore from the most recent usable backup, and we do not guarantee that any particular data can be recovered. Backup retention is described in our Privacy Policy.
• Availability. We do not publish an uptime commitment. The response windows published for urgent issues describe when we aim to respond, not a guarantee that the Service will be available.

9. Intellectual Property

• We (and our licensors) own all rights in the Service, including software, design, and documentation. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription, for your internal business purposes.
• You own your content and data. You grant us a limited license to host and process it solely to provide and support the Service.
• Feedback you provide may be used to improve the Service without obligation to you.

10. Customer Data & Privacy

Our collection and use of personal data — including data received from Meta platforms and from the Google Calendar API — is described in our Privacy Policy, which forms part of these Terms. As between the parties, you are responsible for the lawfulness of the customer data you process through the Service, including obtaining any required consents from your own customers.

11. Disclaimers

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. AI-GENERATED RESPONSES MAY CONTAIN ERRORS; YOU ARE RESPONSIBLE FOR REVIEWING AND SUPERVISING THE USE OF AI FEATURES IN YOUR BUSINESS. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT THIRD-PARTY PLATFORMS WILL REMAIN AVAILABLE.

WE DO NOT GUARANTEE THE DELIVERY, TIMING, OR THROUGHPUT OF ANY MESSAGE. MESSAGE DELIVERY, SENDING LIMITS, TEMPLATE APPROVAL, QUALITY RATING, AND ACCOUNT STATUS ON WHATSAPP, INSTAGRAM, FACEBOOK, AND TIKTOK ARE DETERMINED BY THOSE PLATFORMS AND NOT BY US, AND MAY CHANGE OR BE WITHDRAWN WITHOUT NOTICE. THE CAPACITY FIGURES PUBLISHED FOR A PACKAGE DESCRIBE WHAT OUR SYSTEM WILL PROCESS; THEY ARE NOT A PLATFORM ALLOWANCE AND DO NOT ENTITLE YOU TO SEND MORE THAN A PLATFORM PERMITS.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, OR DATA; AND (B) OUR TOTAL LIABILITY ARISING OUT OF OR RELATED TO THE SERVICE WILL NOT EXCEED THE AMOUNTS PAID BY YOU FOR THE SERVICE IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. NOTHING IN THESE TERMS LIMITS LIABILITY THAT CANNOT BE LIMITED BY LAW.

13. Indemnification

You will defend and indemnify us against claims arising from: (a) your content or customer data; (b) your use of the Service in violation of these Terms, platform policies, or applicable law; or (c) your products and services offered to your own customers.

14. Term & Termination

• These Terms apply while you use the Service. Subscription terms and renewal are set out in your order form or agreement.
• Either party may terminate for material breach that remains uncured thirty (30) days after written notice.
• We may suspend the Service immediately where reasonably necessary to prevent harm, abuse, or violation of platform policies or law.
• Upon termination, your right to use the Service ends. Data deletion is handled as described in our Privacy Policy.

15. 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 above and, where appropriate, notify you through the Service. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

16. Governing Law & Disputes

Unless your signed agreement with us states otherwise: if you contract with Ahlamkom Solutions, these Terms are governed by the laws of the United Arab Emirates and the courts of Dubai have exclusive jurisdiction; if you contract with Rasael AI Inc., these Terms are governed by the laws of the State of Delaware, USA, and the state and federal courts located in Delaware have exclusive jurisdiction. The parties will first attempt in good faith to resolve any dispute informally.

17. Contact

Questions about these Terms? Contact us: