Terms of Service

1The service provider#

The service is provided by Hetaf. To reach us:

• Support, billing and complaints: support@hetaf.ai
• Legal notices: karan@hetaf.ai

2The service#

Hetaf is an Arabic-first AI platform for businesses. It includes voice agents for inbound and outbound calls, WhatsApp agents, a team workspace with a shared inbox, customer management and support, and developer APIs. Some features are in preview or need third-party services you connect. We may add, change or retire features, and will tell you in advance about any significant change to a feature you pay for.

3Accounts and eligibility#

• You must be 18 or older, have legal capacity, and be authorised to act for your business.
• Give accurate information and keep it up to date, and keep your sign-in details and API keys secret.
• You are responsible for all activity under your account and its keys, and for your team members' permissions.
• Tell us straight away at support@hetaf.ai if you suspect unauthorised use.

4Credits, plans and prices#

• Usage is prepaid with credits in Saudi riyals; one credit equals one Saudi riyal. Credits are drawn down as you use the service, at the prices shown in the platform at the time of use.
• The pricing page shows the available plans and each plan's usage limits; paid plans are priced by quote on request. The Free plan includes 100 credits a month without a card. Free credits have no cash value and are not refundable.
• Prices are shown in Saudi riyals and exclude VAT. VAT at 15% is added at checkout, and the total including VAT is shown before you confirm payment.
• We may change prices, and will tell you before any increase takes effect. A change does not alter the riyal value of credits you bought before it.

5Payment and invoices#

• You top up from the billing page by card through a licensed payment provider. Credits are added once the payment is confirmed.
• You can turn on automatic top-up when your balance runs low, and turn it off at any time from the billing page. You can also set daily and monthly spending limits.
• An electronic tax invoice is issued for each paid top-up, and a credit note for each refund.
• If we receive a payment that cannot be verified automatically, we review it by hand and then add the credits or return the money.
• If you believe a charge is wrong, email support@hetaf.ai. We will review it and correct any billing error.

6Cancellation and refunds#

There is no minimum term, and you can stop using Hetaf or close your account at any time. If you are a consumer, the E-Commerce Law entitles you to cancel a top-up within 7 days of payment as long as you have not used any of its credits. The refund and cancellation policy explains this right, refunds of unused credits, and how to ask.

7Acceptable use#

Your use of the service is subject to the acceptable use policy, which forms part of these terms. It covers getting consent from the people you call or message, honouring opt-outs and do-not-call lists, and disclosing that people are talking to an AI agent.

8Your data and your customers' data#

• You own the content you add. You give us permission to host, process and transmit it only as needed to run the service for you.
• For your customers' data and conversations, your business is the controller and we are a processor acting on your instructions, as set out in the data processing summary. For your account data we are the controller under the privacy policy.
• You are responsible for having a lawful basis for processing your customers' data, for informing them, and for getting the consent needed before you call, message or record them.
• You can export your data from the platform while your account is active, or ask for a copy at support@hetaf.ai.

9AI output#

Hetaf generates replies, text and summaries with AI. They can be inaccurate, incomplete or unsuitable for your situation, and they are not professional, medical, legal or financial advice. You are responsible for reviewing your agents' settings and output, for how you use it with your customers, and for offering a path to a human when needed. Do not use the service for emergencies or for high-stakes decisions without human review.

10Availability#

We work to keep the service available and reliable, but it may be interrupted from time to time for maintenance, faults, or third-party services we do not control, such as telephone carriers and messaging channels. We aim to announce planned maintenance in advance. We offer a service level agreement only under a separate written contract.

11Third-party services#

Services you connect to Hetaf, such as WhatsApp, telephone carriers and your own tools, are governed by their providers' terms and policies, which you are responsible for following. We are not responsible for their availability or for their decisions about your account with them.

12Intellectual property#

The platform, its software and design, and the Hetaf name and mark belong to us or our licensors. We give you a limited, non-exclusive, non-transferable licence to use the service for your business while these terms apply. You may not copy, resell or reverse engineer the platform except as far as the law allows. If you send us feedback or suggestions, we may use them without any obligation to you.

13Suspension and termination#

• You can close your account at any time by emailing support@hetaf.ai.
• We may suspend an account or restrict a feature immediately if it breaks these terms or the acceptable use policy, puts others or the service at risk, or where the law or a competent authority requires it. We tell you why unless the law prevents us, and let you put things right where that is possible.
• We may close an account for a serious or repeated breach. If we close an account where you have not breached these terms, we refund the value of unused paid credits.
• After closure we give you a reasonable period to export your data, unless the closure is for security or legal reasons, and then destroy it under the privacy policy.

14Disclaimers and limitation of liability#

The service is provided "as is" and "as available" to the extent the laws of the Kingdom allow. We do not promise that it will run without interruption or errors, or that it suits a particular purpose.

To the extent the law allows, we are not liable for indirect or consequential damages or for lost profits or data, and our total liability for any claim is limited to what you paid us in the 12 months before it.

Nothing in these terms limits liability for fraud or gross negligence, or any liability that cannot lawfully be limited or excluded, or consumer rights that cannot be waived.

You will compensate us for third-party claims that arise from your content or from your breach of these terms or of the law.

15Changes to these terms#

We may update these terms and will post the date of the update at the top of this page. We tell you about significant changes by email or in the platform at least 15 days before they take effect, unless a change is required by law or for security reasons. If you do not agree with a change, you can close your account before it takes effect and get a refund of unused paid credits.

16Governing law and disputes#

These terms are governed by and interpreted under the laws of the Kingdom of Saudi Arabia. We aim to settle any disagreement amicably first through support@hetaf.ai. If that is not possible within 30 days, the competent courts in Riyadh have jurisdiction, without prejudice to a consumer's right to approach the consumer protection authorities.

17Complaints and contact#

For a complaint or question, email support@hetaf.ai with your account name and a description of the issue. We acknowledge every complaint and tell you the outcome. If you are a consumer and your complaint is not resolved, you can raise it with the Ministry of Commerce. Legal notices go to karan@hetaf.ai.