Terms of Service

1. About these terms

These Terms of Service ("Terms") govern your use of the Jwab website at jwab.ai, the application at app.jwab.ai, and the APIs and services behind them (together, the "Service"), provided by Jwab ("Jwab", "we", "us"), which is based in the Arab Republic of Egypt.

By creating an account or using the Service, you agree to these Terms on behalf of the business you represent ("you"). If you do not agree, do not use the Service. If you accept on behalf of a company, you confirm that you have the authority to bind it.

2. The Service

Jwab lets businesses receive, organise and answer customer conversations from messaging channels such as WhatsApp, Instagram and Messenger in one shared inbox, with team features, campaigns, a knowledge base and optional AI assistance.

The features available to you depend on your plan and on what is enabled for your workspace. We may improve, change or retire features over time. If we remove something material that you are paying for, we will tell you in advance.

3. Accounts

• The Service is for businesses. You must be at least 18 years old and able to enter into a binding contract.
• Give accurate registration details and keep them up to date.
• You are responsible for everything done in your workspace, including by the team members you invite. Give each person the role they need, and remove their access when they leave.
• Keep passwords and channel access tokens confidential. Tell us at [email protected] straight away if you believe your account has been compromised.

4. Trial, plans and payment

• Free trial: new workspaces start with a free trial. When it ends, you need a paid plan to keep using the Service.
• Fees: paid plans are billed in advance, at the price shown when you subscribe, for the billing period you choose, and renew automatically until cancelled. Prices exclude taxes, such as value added tax, unless stated otherwise.
• Plan limits: each plan has limits, such as the number of users, conversations or campaign messages.
• Channel fees: messaging platforms may charge for messages separately - Meta, for example, charges for certain WhatsApp messages. Those charges are between you and the platform unless we agree otherwise in writing.
• Late payment: if a payment fails, we may suspend paid features after telling you and giving you a reasonable chance to pay.
• Refunds: except where the law requires otherwise, fees already paid are not refundable, including for partly used billing periods.
• Price changes: we will give you at least 30 days' notice of a price increase, and it will apply from your next renewal.

5. Your content and your customers' data

"Your content" means everything you or your contacts put into the Service: messages, attachments, contact details, notes, templates, campaign content and knowledge base material. You keep all rights in it.

You permit us to host, copy, transmit, process and display your content only as needed to provide, secure and support the Service for you - including processing it with AI providers as described in our Privacy Policy. We do not use your customers' conversations for advertising, we do not sell them, and we do not use them to train AI models.

You confirm that you have the rights and the lawful basis to put your content into the Service and to message the people you message. If the law requires a data processing agreement between us, contact us and we will put one in place.

6. Messaging channels and third-party platforms

The Service connects to platforms we do not control - WhatsApp, Instagram and Messenger, which are operated by Meta. When you connect a channel:

• you must accept and comply with that platform's terms and policies, including the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, Meta's Commercial Terms and the messaging rules for Messenger and Instagram, such as their messaging windows and message tags;
• you authorise Jwab to access that account and to send and receive messages on your behalf, within the permissions you grant;
• you keep your business profile on those platforms accurate and up to date, including how customers can contact you;
• the platform may review, limit, suspend or ban your number or account - for example because of a low quality rating or a policy breach - and we cannot reverse its decisions;
• we may limit or suspend a connected channel, or give Meta information about how it is used, where Meta's terms require it or where your use puts the channel at risk of breaching them;
• we are not responsible for outages, failed deliveries, changes or fees on the platform's side.

You can disconnect a channel at any time from Settings → Channels, or remove Jwab's access in the platform's own settings. How we handle the data we receive from Meta is described in our Privacy Policy.

Jwab is independent of Meta. WhatsApp, Facebook, Instagram and Messenger are trademarks of Meta Platforms, Inc., and their use on this site does not mean that Meta endorses or sponsors Jwab.

7. Acceptable use

You must not use the Service to:

• message people who have not opted in to receive messages from your business, or keep messaging people who have opted out or blocked you;
• send spam, unsolicited bulk messages, or marketing messages that do not identify your business and offer an easy way to opt out;
• send unlawful, fraudulent, deceptive, harassing, hateful or sexually explicit content, or content that infringes anyone else's rights;
• sell or promote goods or services that the WhatsApp Commerce Policy or Meta's other policies prohibit;
• impersonate anyone, or mislead people about who is messaging them;
• ask people to share full payment card numbers, financial account numbers, national ID numbers, passwords or other sensitive identifiers through messaging channels;
• break the law, including Egypt's Personal Data Protection Law and consumer protection and telecommunications laws;
• probe, scan or test the Service's security, work around its limits, or access another workspace's data;
• copy, resell or reverse engineer the Service, or use it to build a competing product;
• overload the Service or interfere with other customers' use of it.

8. AI features

Some features use AI to search your knowledge base, draft or send replies, transcribe voice notes, summarise conversations and analyse sentiment.

• AI output can be wrong, incomplete or inappropriate. Check it before you rely on it.
• Automatic replies are off unless you turn them on. When they are on, replies are sent in your name without a person reading them first, and they are your responsibility. Keep your knowledge base accurate and set a clear escalation message.
• If you use automatic replies, give people a prompt and clear way to reach a person on your team, as the WhatsApp Business Messaging Policy requires.
• Use the assistant for conversations about your own business. WhatsApp's terms do not allow the WhatsApp Business Platform to be used to offer a general-purpose AI assistant.
• Do not use AI features to make decisions that have legal or similarly significant effects on people without human review.

9. Availability and support

We work to keep the Service available and secure, but we do not promise that it will be uninterrupted or error-free. We may carry out maintenance, preferably at quiet times, and we will try to give notice of planned downtime that is likely to affect you.

Unless we agree a service level in writing, the Service is provided without guaranteed uptime. Support is available at [email protected].

10. Our intellectual property

The Service - its software, design, brand and documentation - belongs to Jwab and its licensors. We give you a limited, non-exclusive, non-transferable right to use it for your business during your subscription, under these Terms.

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

11. Cancellation, suspension and termination

• You can stop using the Service and cancel your subscription at any time. Cancellation takes effect at the end of the current billing period.
• We may suspend or close a workspace, with notice where practical, if you seriously or repeatedly break these Terms, do not pay, use the Service in a way that risks harm to others or to the Service, or if the law or a messaging platform requires it.
• When the Service ends, your access ends. You can ask us for a copy of your data within 30 days; after that we delete or anonymise it as described in our Privacy Policy and on our Data Deletion page.
• Terms that by their nature should survive termination - including payment obligations, disclaimers, limitation of liability, indemnity and governing law - continue to apply.

12. Disclaimers

To the extent the law allows, the Service is provided "as is" and "as available". We make no warranties other than those stated in these Terms, including implied warranties of merchantability, fitness for a particular purpose and non-infringement. Nothing in these Terms excludes rights you have by law that cannot be excluded.

13. Limitation of liability

To the extent the law allows:

• neither party is liable for indirect, incidental, special or consequential loss, or for loss of profits, revenue, goodwill or data, however it is caused;
• our total liability arising out of or relating to the Service or these Terms is limited to the fees you paid us for the Service in the 12 months before the event that gave rise to the claim.

These limits do not apply to liability that cannot be limited by law, such as liability for fraud or gross negligence.

14. Indemnity

You will defend and compensate Jwab against claims, fines and costs brought by third parties - including your contacts, messaging platforms and regulators - that arise from your content, the messages sent from your workspace, or your breach of these Terms, a platform's policies or the law.

15. Governing law and disputes

These Terms are governed by the laws of the Arab Republic of Egypt. Before starting formal proceedings, both parties will try in good faith to resolve a dispute by contacting each other. If that does not succeed within 30 days, the competent courts of Cairo have exclusive jurisdiction.

16. Changes to these Terms

We may update these Terms as the Service and the law change. The date at the top always shows the current version. If a change is material, we will tell account holders by email or in the application at least 30 days before it takes effect, unless the law requires it to apply sooner. Continuing to use the Service after that means you accept the updated Terms.

17. Contact us

Jwab is based in the Arab Republic of Egypt. Questions about these Terms: [email protected]. Please write "Terms" in the subject line.

These Terms are published in English and Arabic. If the two versions differ, the Arabic version prevails.