Wasl Terms of Service

Wasl provides AI-powered customer communication and business automation software.

Depending on the Customer’s plan, configuration, communication channels, and connected systems, Wasl may provide functionality including:

• AI-generated responses to customer messages;
• management of customer conversations;
• WhatsApp and other communication-channel integrations;
• Arabic and English communication;
• human takeover and return-to-AI functionality;
• customer-information retrieval;
• reservations and appointment management;
• order management;
• delivery and logistics information;
• inventory or availability checks;
• integration with Customer business systems;
• customer-service automation;
• analytics and reporting;
• administrative dashboards;
• workflow automation; and
• other AI-powered business operations made available by Wasl.

Features may differ between plans and may change as the Services develop.

Wasl is primarily a business-to-business service.

You may use the Services only for legitimate business purposes and in accordance with applicable laws, regulations, platform requirements, and these Terms.

Individuals who communicate with a Customer through WhatsApp or another channel connected to Wasl (“End Customers”) are not required to become Wasl account holders merely because their communications are processed through the Services.

The Customer remains responsible for its relationship with its End Customers.

Certain Services require an account.

You agree to provide accurate information when creating or configuring your account and to keep that information reasonably current.

You are responsible for:

• maintaining the confidentiality of account credentials;
• protecting authentication methods;
• ensuring only authorized individuals access your account;
• assigning appropriate roles and permissions;
• promptly removing access from individuals who should no longer have access; and
• notifying Wasl if you become aware of unauthorized access or suspected compromise.

Activities performed through your authorized accounts may be treated as activities of the Customer.

Wasl may require additional security measures, including multi-factor authentication, for certain accounts or functionality.

Wasl may offer different subscription plans, including plans identified as Core, Advanced, Ultimate, or other plan names introduced in the future.

Specific features, limits, integrations, pricing, setup services, subscription periods, and other commercial terms may be described in:

• an Order Form;
• proposal;
• subscription page;
• invoice;
• statement of work; or
• other written agreement between Wasl and the Customer.

These documents are collectively referred to as an “Order Form.”

If an Order Form conflicts with these Terms regarding a Customer-specific commercial term, the Order Form will control for that term.

Access to features may depend on the Customer’s selected plan.

Wasl may introduce, modify, improve, replace, or discontinue features as the Services evolve, provided that we will not intentionally remove material paid functionality during an active committed subscription period without reasonable justification or an appropriate alternative where reasonably practicable.

Some Customers may purchase implementation or setup services.

These may include activities such as:

• configuring the Customer’s Wasl environment;
• connecting communication channels;
• configuring AI behavior;
• importing or organizing Customer information;
• setting up business knowledge;
• connecting third-party systems;
• configuring reservations, orders, or workflows;
• creating Customer accounts and permissions; and
• testing the deployment.

The Customer agrees to reasonably cooperate with implementation and provide information, credentials, permissions, documentation, system access, and decisions necessary for setup.

Wasl is not responsible for delays caused by missing or inaccurate Customer information, inaccessible third-party systems, platform approval delays, or circumstances outside Wasl’s reasonable control.

Fees are specified in the applicable Order Form or purchasing interface.

Fees may include:

• one-time setup or implementation fees;
• recurring subscription fees;
• usage-based charges;
• integration fees;
• additional-service fees; or
• other agreed charges.

Unless otherwise stated in an Order Form:

• fees are payable in the currency specified at purchase;
• applicable taxes may be added as required by law;
• fees already earned or attributable to completed setup work are non-refundable except where required by law; and
• failure to pay amounts when due may result in suspension or termination of the Services.

If a subscription automatically renews, the applicable Order Form or purchasing process will specify the renewal arrangement.

Wasl may change pricing for future subscription periods by providing reasonable notice. Pricing changes will not retroactively change fees already agreed for a paid committed period.

The Customer is responsible for how it configures and uses Wasl.

The Customer must:

• comply with applicable laws and regulations;
• have the necessary rights to provide data to Wasl;
• provide appropriate privacy notices to End Customers;
• establish a lawful basis for processing personal data;
• obtain consent where legally required;
• ensure employees use Wasl appropriately;
• maintain accurate business information;
• review important configurations and integrations;
• ensure connected business systems are used lawfully;
• comply with the rules of connected communication platforms;
• supervise uses of AI appropriate to its business; and
• avoid using the Services in a manner that could harm Wasl, End Customers, third parties, or connected systems.

The Customer remains responsible for its products, services, prices, reservations, orders, fulfillment, refunds, customer commitments, and other underlying business activities.

Wasl provides technology to facilitate those activities but does not become the merchant, restaurant, retailer, salon, healthcare provider, service provider, delivery provider, or other underlying business merely by facilitating a conversation or transaction.

Wasl uses artificial intelligence, including technology provided through third-party AI providers such as OpenAI.

AI may be used to:

• understand messages;
• determine customer intent;
• retrieve relevant information;
• generate responses;
• interact with connected systems;
• suggest actions;
• execute configured workflows; and
• assist with other Customer operations.

AI limitations

Artificial intelligence is probabilistic and may occasionally:

• misunderstand a request;
• provide incorrect information;
• produce incomplete information;
• make an inappropriate recommendation;
• fail to perform an intended action;
• incorrectly interpret Customer data; or
• behave in an unexpected manner.

Wasl does not guarantee that every AI-generated response or action will be correct.

The Customer should configure appropriate oversight for consequential activities and should use human review where reasonably appropriate.

Human takeover

Where available, Wasl may allow Customer personnel to take control of an AI-managed conversation.

Customers are responsible for determining when human intervention is appropriate.

AI training

Wasl does not use Business Customer or End Customer conversations to train Wasl’s own general-purpose AI models.

Use of third-party AI providers is also subject to their applicable contractual arrangements and data-processing terms.

Wasl may connect to third-party business systems and, where configured, may read information from or perform actions within those systems.

Examples may include:

• creating reservations;
• changing appointments;
• updating orders;
• checking inventory;
• retrieving delivery status;
• updating customer records;
• modifying bookings; or
• performing other authorized business operations.

The Customer authorizes Wasl to perform actions within connected systems that are reasonably necessary to provide the functionality configured by the Customer.

The Customer is responsible for:

• deciding which systems to connect;
• granting appropriate permissions;
• configuring allowed actions;
• reviewing consequential workflows;
• maintaining third-party accounts;
• ensuring integration credentials remain valid; and
• ensuring such processing is legally permitted.

Wasl may refuse, block, or require additional verification for actions we reasonably determine create unacceptable security, legal, fraud, or operational risk.

Wasl relies on third-party products and infrastructure.

These may include services provided by:

• Meta and WhatsApp;
• OpenAI;
• Supabase;
• Railway;
• Vercel;
• Resend; and
• other infrastructure, communication, authentication, integration, security, or technology providers.

Some Wasl features cannot function without these third-party services.

Wasl does not control third-party services and cannot guarantee their continued availability, functionality, policies, approval processes, APIs, pricing, or performance.

A third-party provider may:

• experience outages;
• modify an API;
• change platform policies;
• impose restrictions;
• reject or suspend an account;
• limit functionality; or
• discontinue a service.

Wasl will make reasonable efforts to maintain its integrations but is not liable for failures caused primarily by third-party services outside Wasl’s reasonable control.

Customers that connect WhatsApp or another communication platform to Wasl must comply with the applicable platform’s policies and requirements.

This includes, where applicable:

• messaging rules;
• customer-consent requirements;
• template requirements;
• messaging-window restrictions;
• business verification requirements;
• prohibited-content policies; and
• account-quality requirements.

Wasl cannot override restrictions imposed by Meta, WhatsApp, or another platform.

For example, certain outbound WhatsApp communications may require approved message templates or may be subject to restrictions based on when an End Customer last communicated with the business.

The Customer is responsible for ensuring its messaging practices comply with applicable platform requirements and law.

Wasl is currently intended primarily for conversational customer service and transactional communication.

Customers may not use Wasl to send unlawful spam, unsolicited mass marketing, deceptive communications, or communications that violate applicable consent or messaging requirements.

A response to a customer may include information about products, services, pricing, availability, or purchasing opportunities where relevant to that customer’s conversation.

If Wasl later introduces dedicated marketing functionality, additional requirements may apply.

You may not use Wasl to:

• violate any applicable law or regulation;
• infringe another person’s rights;
• engage in fraud or deception;
• impersonate another person or organization without authorization;
• send unlawful spam;
• distribute malware or malicious code;
• attempt unauthorized access to systems or data;
• interfere with or disrupt the Services;
• circumvent security controls;
• probe or test Wasl systems without authorization;
• access another Customer’s data;
• reverse engineer the Services except where such restriction is prohibited by law;
• misuse API credentials;
• facilitate illegal goods or services;
• deliberately generate or distribute harmful or unlawful content;
• abuse End Customers;
• use Wasl in a way that creates unreasonable security or operational risk; or
• assist another person in doing any of the above.

Wasl may investigate suspected violations and may restrict or suspend Services where reasonably necessary to protect Wasl, Customers, End Customers, third parties, or the integrity of the platform.

“Customer Data” means information, content, records, conversations, files, business information, End Customer data, and other materials provided to or processed through Wasl on behalf of the Customer.

As between Wasl and the Customer, the Customer retains its rights in Customer Data.

The Customer grants Wasl the limited rights necessary to host, transmit, reproduce, organize, analyze, retrieve, modify, and otherwise process Customer Data solely as reasonably necessary to:

• provide the Services;
• follow Customer instructions;
• maintain and secure the Services;
• prevent abuse;
• provide support;
• comply with applicable law; and
• perform other processing described in the applicable agreements and Privacy Policy.

Wasl does not acquire ownership of Customer Data merely because it is processed through the Services.

Use of personal data through the Services is governed by the Wasl Privacy Policy and, where applicable, a separate Data Processing Agreement (“DPA”) between Wasl and the Customer.

When Wasl processes End Customer personal data on behalf of a Customer, the Customer will generally act as the controller and Wasl will generally act as a processor, subject to the circumstances of the processing.

For personal data Wasl processes for its own purposes, Wasl may act as a controller.

Customers must not instruct Wasl to process personal data in violation of applicable law.

Each party may receive confidential or proprietary information from the other in connection with the Services.

Confidential information may include:

• business records;
• customer information;
• technical information;
• credentials;
• pricing;
• internal processes;
• product plans;
• financial information;
• non-public documentation; and
• other information that reasonably should be understood to be confidential.

Each party agrees to:

• use confidential information only for purposes connected with the Services;
• protect it using reasonable care;
• limit access to individuals who reasonably need it; and
• not disclose it except as authorized or legally required.

Confidentiality obligations do not apply to information that the receiving party can demonstrate:

• was already lawfully known;
• becomes public without breach of these Terms;
• was independently developed without use of the confidential information; or
• was lawfully received from another source without confidentiality restrictions.

Wasl uses technical and organizational measures designed to protect the Services and Customer Data.

Customers acknowledge that no online system can guarantee absolute security.

The Customer is responsible for securing:

• its accounts;
• employee devices;
• passwords;
• authentication credentials;
• API keys;
• connected third-party accounts; and
• access permissions under its control.

If you become aware of a suspected security incident involving Wasl, you should promptly contact: rayan@withwasl.com

Wasl and its licensors retain all rights, title, and interest in the Services and related intellectual property, including:

• software;
• source code;
• object code;
• system architecture;
• interface designs;
• workflows;
• Wasl branding;
• documentation;
• platform functionality;
• proprietary technology; and
• improvements to the foregoing.

Except for the limited right to use the Services under these Terms, no intellectual-property rights are transferred to the Customer.

The Customer retains ownership of its own trademarks, business information, materials, and Customer Data.

Feedback

If you voluntarily provide suggestions, ideas, or feedback concerning Wasl, you permit Wasl to use that feedback to improve or develop the Services without restriction or compensation, provided that Wasl does not thereby acquire ownership of your underlying confidential information.

Wasl aims to provide reliable Services but does not guarantee uninterrupted or error-free operation unless a separate written Service Level Agreement explicitly provides otherwise.

The Services may occasionally be unavailable because of:

• maintenance;
• updates;
• infrastructure failures;
• third-party outages;
• communication-network failures;
• security incidents;
• platform restrictions;
• emergencies; or
• circumstances beyond Wasl’s reasonable control.

Wasl may perform maintenance or deploy updates where reasonably necessary for security, reliability, or development.

Wasl is an evolving product.

We may improve, modify, replace, or discontinue parts of the Services.

This may include changes to:

• interfaces;
• AI models;
• integrations;
• infrastructure;
• workflows;
• APIs;
• features; or
• technical architecture.

Where a change materially affects a paid Customer’s core functionality during an active committed subscription period, Wasl will make reasonable efforts to provide notice or an appropriate alternative where practicable.

Wasl may occasionally make beta, experimental, preview, or early-access functionality available.

Such features may:

• contain errors;
• change substantially;
• be less reliable;
• have limited support;
• be withdrawn; or
• never become generally available.

Unless expressly agreed otherwise, beta or experimental functionality is provided “as available” and should not be relied upon for critical business operations.

Wasl may temporarily suspend some or all access to the Services if reasonably necessary because:

• fees are materially overdue;
• the Customer breaches these Terms;
• continued use creates a security risk;
• an account appears compromised;
• use may violate applicable law;
• use violates a third-party platform requirement;
• continued operation may harm another Customer or End Customer; or
• suspension is required by a governmental authority or third-party platform.

Where reasonably practicable, Wasl will attempt to provide notice and an opportunity to correct the issue.

Emergency security or legal circumstances may require immediate suspension.

Either party may terminate the Services as permitted by the applicable Order Form.

Wasl may terminate access for a material breach that is not remedied within a reasonable period after notice, except where immediate termination is reasonably necessary due to unlawful conduct, fraud, severe security risk, or other serious circumstances.

Upon termination:

• the Customer’s right to use the Services ends;
• outstanding fees become payable;
• connected services may be disconnected;
• Wasl may deactivate Customer accounts; and
• Customer Data will be handled according to the applicable DPA, Privacy Policy, retention requirements, and legal obligations.

Terms that by their nature should survive termination will remain effective, including provisions concerning intellectual property, confidentiality, outstanding payments, limitations of liability, and disputes.

Wasl will provide the Services using reasonable care and skill.

However, except for warranties expressly provided in an applicable written agreement and to the maximum extent permitted by applicable law, the Services are provided on an “as available” basis.

Wasl does not warrant that:

• the Services will always be uninterrupted;
• every AI response will be accurate;
• every automated action will succeed;
• every third-party integration will remain available;
• the Services will meet every Customer requirement;
• all errors will be corrected immediately; or
• third-party platforms will approve or continue supporting the Customer’s account.

Nothing in these Terms excludes any warranty, right, or remedy that cannot lawfully be excluded.

To the maximum extent permitted by applicable law, neither party will be liable to the other for indirect, incidental, special, exemplary, or consequential damages, including lost profits, lost revenue, lost business opportunities, or loss of goodwill, arising from the Services.

To the maximum extent permitted by applicable law, Wasl’s aggregate liability arising out of or relating to the Services during any twelve-month period will not exceed the total fees paid or payable by the Customer to Wasl during the three months immediately preceding the event giving rise to the claim.

This limitation does not apply to liability that cannot lawfully be limited or excluded.

The parties acknowledge that the pricing of the Services reflects this allocation of risk.

To the extent permitted by applicable law, the Customer agrees to indemnify and hold Wasl harmless against third-party claims, losses, liabilities, and reasonable costs resulting from:

• the Customer’s unlawful use of the Services;
• Customer products or services;
• Customer Data provided without appropriate rights;
• Customer instructions that violate applicable law;
• the Customer’s violation of messaging-platform requirements;
• the Customer’s violation of these Terms; or
• the Customer’s infringement of a third party’s rights.

Wasl will promptly notify the Customer of a covered claim where reasonably practicable and reasonably cooperate in its defense.

The Customer remains responsible for resolving disputes relating to its own goods and services, including disputes involving:

• reservations;
• cancellations;
• appointments;
• orders;
• purchases;
• refunds;
• deliveries;
• pricing;
• product availability;
• warranties; and
• customer service.

Wasl may provide records or technical assistance where appropriate but is not a party to the underlying transaction between the Customer and its End Customer unless expressly stated otherwise.

Each party agrees to comply with laws applicable to its performance under these Terms.

This includes, where applicable, laws and regulations concerning:

• personal data protection;
• electronic commerce;
• consumer protection;
• electronic transactions;
• cybersecurity;
• communications;
• intellectual property; and
• industry-specific requirements.

Customers operating in regulated industries remain responsible for determining whether Wasl is suitable for their specific regulatory environment.

These Terms and disputes arising from or relating to the Services will be governed by the laws and regulations of the Kingdom of Saudi Arabia, without regard to conflict-of-laws principles.

Subject to any mandatory dispute-resolution requirements under applicable law or an applicable Order Form, disputes will be submitted to the competent courts of the Kingdom of Saudi Arabia.

The parties should first attempt in good faith to resolve commercial disputes through direct discussion before initiating formal proceedings.

Wasl may update these Terms as the Services, applicable laws, or business practices evolve.

The “Last Updated” date at the top will indicate the latest revision.

Material changes may be communicated through the Services, email, website notice, or another reasonable method.

Changes will generally apply prospectively.

Continued use of the Services after updated Terms become effective constitutes acceptance of the revised Terms where permitted by applicable law.

Changes that materially alter an already agreed fixed commercial commitment will not override the applicable Order Form during that committed period unless agreed between the parties or required by law.

Entire agreement

These Terms, the applicable Order Form, Privacy Policy, DPA, and other expressly incorporated agreements constitute the agreement governing the Services.

Order of precedence

Unless otherwise specified, if there is a conflict:

1. 1a specifically negotiated written agreement;
2. 2the applicable Order Form;
3. 3the DPA for personal-data-processing matters;
4. 4these Terms; and
5. 5other incorporated policies

will apply in that order, except where applicable law requires otherwise.

Assignment

The Customer may not assign its rights or obligations under these Terms without Wasl’s prior written consent, except where required by law.

Wasl may assign these Terms in connection with a corporate restructuring, financing, merger, acquisition, sale of substantially all relevant assets, or transfer of the Wasl business, subject to applicable law.

Severability

If a provision of these Terms is held invalid or unenforceable, the remaining provisions remain in effect to the extent permitted by law.

No waiver

Failure to enforce a provision does not waive the right to enforce that provision later.

Force majeure

Neither party will be liable for failure or delay caused by circumstances beyond its reasonable control, including natural disasters, governmental actions, widespread internet or telecommunications outages, war, civil disturbance, infrastructure failures, or failures of critical third-party providers, except for payment obligations already due.

Questions about these Terms may be sent to: