Terms & Conditions

1. The service

aref.ai is a software-as-a-service platform that provides an AI agent which answers your organization's customers and helps you sell on the channels you connect — such as WhatsApp, Instagram, Messenger, TikTok, Telegram and website chat — together with tools such as a shared inbox, customer management, bookings, payments inside the chat, store connections, campaigns, automation and the Business Data Assistant.

The services available to you depend on your plan and add-ons. We may improve, add, change or retire features from time to time, and we will notify you in advance of any material change that reduces a paid service you use.

2. Your account

• The information you provide when signing up must be accurate and complete, and you must keep it up to date.
• You are responsible for keeping your password confidential and for all activity under your account and the accounts and permissions of teammates you add.
• Notify us immediately at info@aref.ai if you suspect any unauthorized use of your account.
• You must be at least 18 years old to create an account.

3. Free trial, plans and payment

• Every new account starts with a 14-day free trial with no credit card required. When it ends, access to paid features stops unless you subscribe to a plan.
• Subscriptions are monthly. Current prices are shown on our pricing page and inside your account. Applicable taxes may be added.
• You can pay by card through Paymob, or by InstaPay or bank transfer with an uploaded receipt. A plan or add-on is activated only after payment is confirmed.
• Plans are metered by messages. When your message balance runs out, the AI agent stops replying until you add messages or upgrade, while your team can keep replying manually.
• We do not store your card details; payments are processed entirely by the payment gateway.

4. Renewal, cancellation and refunds

• You can upgrade, change or cancel your plan at any time from your account. Cancellation takes effect at the end of the current paid period.
• If a subscription period ends without renewal, the account enters a 7-day grace period in which the services you subscribed to keep working; the account is then restricted or suspended until renewed.
• Amounts paid for a period that has already started are non-refundable, unless the law requires otherwise or we agree otherwise in writing.

5. Acceptable use

When using the platform, you agree not to:

• Send spam or unsolicited messages, or message people who have not agreed to hear from you in breach of WhatsApp and Meta policies.
• Use the platform for any unlawful, fraudulent or misleading activity, or to impersonate any person or organization.
• Upload or send content that infringes others' rights or contains malware.
• Attempt to access other organizations' data, probe the platform for vulnerabilities, disrupt it, or reverse-engineer it without our written permission.
• Resell the platform or make it available to third parties without a written agreement with us.

6. Third-party channels and platforms

Some features rely on third-party services such as Meta (WhatsApp, Instagram, Messenger), TikTok, Telegram, Google, Paymob, store platforms (Salla, Zid, Shopify, WooCommerce), Odoo and hotel systems. Your use of these services is also subject to their own terms and policies, including WhatsApp Business policies, messaging-window rules and message templates.

We are not responsible for these services' outages, changes to their policies or prices, or their rejection of a message, template or account, and we will make reasonable efforts to let you know when a connected channel is affected.

7. Your content and your customers' data

• You keep ownership of all content you upload (files, instructions, images) and of your customers' data and conversations.
• You grant us a limited licence to process and store that content only as needed to provide, operate and secure the service and to support you.
• You are responsible for having a lawful basis to collect your customers' data and to message them (for example, their consent to receive campaigns), and for telling them that you use automated tools to reply where the law requires it.
• Your customers' data is processed in line with our Privacy Policy; we process it on your behalf and according to your instructions.

8. Artificial intelligence

• The AI agent's replies are generated automatically from the knowledge and instructions you provide and may occasionally contain errors or incomplete information.
• You are responsible for the accuracy of what you teach the agent and for reviewing and updating it; the platform provides tools to help, such as contradiction checks, quality reviews and unanswered questions.
• Do not rely on the agent's replies alone for significant medical, legal or financial decisions without human review.
• You can switch the agent off in any conversation or hand it to a teammate at any time.

9. Availability and support

We make reasonable efforts to keep the platform available and secure, but we do not guarantee uninterrupted or error-free operation, and it may pause for maintenance or for reasons beyond our control. Support is available by email and WhatsApp; the Enterprise plan receives a service level and priority support as set out in its signed agreement.

10. Intellectual property

The platform, its software, design and the aref.ai brand are owned by Planova. These terms give you no rights in them other than the right to use the platform during your subscription. If you send us suggestions or feedback, we may use them to improve the platform without obligation to you.

11. Limitation of liability

To the extent permitted by law, the platform is provided "as is" and we are not liable for any indirect or consequential damages or for loss of profits, data or business opportunities. In any case, our total liability will not exceed the amounts you paid us in the three months before the event giving rise to the claim.

12. Suspension and termination

We may suspend or terminate your account if you materially breach these terms, if a competent authority requires it, or if your use puts the platform or other users at risk; we will notify you where possible. You may close your account at any time by contacting us, and your data is handled after closure according to our Privacy Policy.

13. Changes to these terms

We may update these terms from time to time. We will publish the updated version here with its last-updated date and notify you by email or in your account of any material change a reasonable time before it takes effect. Continuing to use the platform after a change takes effect means you accept it.

14. Governing law

These terms are governed by the laws of the Arab Republic of Egypt, and the courts of Cairo have jurisdiction over any dispute arising from them, unless we agree otherwise in writing.

15. Contact

For any question about these terms, email info@aref.ai or call +20 109 999 8021.