Terms of Service

Masaed provides an AI-powered, multi-tenant customer support platform that enables businesses to deploy intelligent chatbots across WhatsApp, Telegram, Instagram, and Web Chat channels. The Service includes:

• AI chatbot powered by a retrieval-augmented generation (RAG) pipeline
• Multi-channel message routing and unified inbox
• Human agent dashboard with live takeover capabilities
• Knowledge base document management and vector search
• Analytics, SLA tracking, and audit logging
• Billing and subscription management via Stripe

To use the Service, you must create a Tenant account. You agree to:

• Provide accurate and complete registration information
• Maintain the security of your account credentials — you are responsible for all activity under your account
• Notify us immediately at support@masaed.net if you become aware of unauthorized access to your account
• Not share your account with multiple organizations — each business requires its own Tenant account

We reserve the right to refuse registration or cancel accounts at our discretion, particularly in cases of abuse or policy violations.

You agree to use the Service only for lawful purposes. You must not:

• Use the Service to send unsolicited messages, spam, or unauthorized marketing communications
• Process sensitive personal data (health records, financial account numbers, national ID numbers) through AI inference without appropriate safeguards
• Attempt to circumvent rate limits, access other Tenants' data, or reverse-engineer the platform
• Use the Service for illegal activities, harassment, fraud, or activities that violate Meta's, Telegram's, or any channel provider's terms of service
• Upload malicious files, attempt SQL injection, cross-site scripting, or any other attack on the platform
• Resell or white-label the Service without an explicit Enterprise white-label agreement

We may suspend or terminate your account immediately if we detect a violation of these terms, without prior notice.

Masaed offers the following subscription tiers:

Billing: Paid plans are billed monthly in advance via Stripe. All prices are in USD. By providing a payment method, you authorize us to charge your card on your billing date each month.

Usage limits: If your account exceeds the conversation or document limits for your plan, additional conversations will be rejected until the next billing cycle or until you upgrade. We will not automatically charge overage fees.

Plan changes: You may upgrade or downgrade your plan at any time through the billing dashboard. Upgrades take effect immediately. Downgrades take effect at the start of the next billing cycle.

Refunds: We do not offer refunds for partial months. If you cancel your subscription, you will retain access until the end of the current billing period.

Failed payments: If a payment fails, we will retry three times over 7 days. If payment continues to fail, your account may be downgraded to the Starter plan.

Your data: You retain full ownership of all data you input into Masaed — including your knowledge base documents, customer conversations, and user data. We process this data solely to provide the Service.

AI processing authorization: By using the Service, you authorize us to send relevant conversation context and knowledge base content to our AI providers (Together AI, OpenAI) for the purpose of generating AI responses. You represent that you have the necessary rights and consents to share this data for AI processing.

Data controller responsibility: You are the data controller for your customers' personal data. You are responsible for obtaining any necessary consents from your customers to process their messages through an AI-powered platform and to share their data with us.

Data export: You can export your data at any time via the compliance API. Upon account termination, we will retain your data for 30 days, during which you may request an export.

Platform: Masaed and all underlying technology, software, algorithms, and brand assets are owned by us and protected by intellectual property laws. You receive a limited, non-exclusive, non-transferable license to use the Service during your subscription term.

Your content: You own all content you create, upload, or generate through the Service. By uploading knowledge base documents, you grant us a license to process and embed them for the purpose of providing AI-powered responses to your customers.

Feedback: If you provide feedback or suggestions about the Service, we may use them to improve the platform without any obligation to you.

We strive to maintain high availability but do not guarantee 100% uptime. Planned maintenance will be communicated in advance when possible. We are not liable for:

• Downtime caused by third-party services (Meta, Telegram, OpenAI, Stripe)
• Force majeure events (natural disasters, cyberattacks, outages beyond our control)
• Issues caused by your misconfiguration of API keys, webhooks, or channel settings

SLA guarantees with uptime commitments are available on Enterprise plans only. Starter and Professional plans are provided on a best-effort basis.

To the maximum extent permitted by applicable law:

• Masaed's total liability to you for any claim arising out of or related to these Terms or the Service is limited to the amount you paid to us in the 3 months preceding the claim
• We are not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits or data
• We are not responsible for the accuracy of AI-generated responses — you are responsible for reviewing AI output before relying on it for critical business decisions
• We are not liable for any losses resulting from your customers' use of the Web Chat widget or other public-facing interfaces

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied. We specifically disclaim:

• Any warranty that AI responses will be accurate, complete, or appropriate for any specific purpose
• Any warranty of fitness for regulated industries (healthcare, financial advice, legal advice) without additional safeguards
• Any warranty regarding the availability or policies of third-party channel providers (Meta, Telegram)

By you: You may cancel your subscription at any time through the billing dashboard. Access continues until the end of the current billing period.

By us: We may suspend or terminate your account immediately if:

• You violate these Terms or our Acceptable Use policy
• Your payment fails and cannot be recovered within 7 days
• We are required to do so by law or a regulatory authority
• We determine, in our sole discretion, that continued service poses a risk to our platform or other users

Upon termination, your access to the Service ceases. We will retain your data for 30 days in case you request reinstatement or export, after which it will be permanently deleted.

These Terms are governed by the laws of the Hashemite Kingdom of Jordan, without regard to its conflict of law provisions.

Any dispute arising from these Terms or your use of the Service shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to the competent courts in Amman, Jordan.

Nothing in this clause prevents either party from seeking injunctive or other equitable relief in any jurisdiction to protect intellectual property rights.

We may modify these Terms at any time. We will provide at least 14 days' notice of material changes via email to Tenant admins and by updating this page. Your continued use of the Service after the effective date of changes constitutes acceptance.

If you do not agree with updated Terms, you must stop using the Service and may cancel your subscription before the new Terms take effect.

For questions about these Terms:

• Email: legal@masaed.net
• Platform: masaed.net