Mulabbedocs

Terms of Service

Effective:

1. About these terms

These Terms of Service are an agreement between Mulabbe, based in Amman, Jordan ("Mulabbe", "we"), and the business or person that creates a Mulabbe account or workspace ("you"). By creating an account, or by using the service, you accept these terms and our Privacy Policy.

If you accept these terms for a business, you confirm that you are allowed to bind that business. You must be old enough to enter into a contract under the law that applies to you.

2. The service

Mulabbe is an AI assistant that answers and sells to your customers on WhatsApp, Instagram, Messenger and a chat widget on your website. It includes a shared inbox with hand-off to your team, a catalogue, orders, bookings, tickets, customer records, automation flows, integrations and an API.

We improve the service over time, so features may be added, changed or removed. If we remove a feature you rely on in a significant way, we will tell you in advance where we reasonably can.

3. Accounts, workspaces and roles

  • Give accurate information and keep it up to date.
  • Keep your password safe and tell us at once at [email protected] if you think someone has used your account without permission.
  • A workspace has an owner and can have admins, agents and viewers. The owner is responsible for the people it invites and for what they do in the workspace.
  • To help you or to investigate a problem, our staff can open a support session in your workspace. It is read-only, ends after 30 minutes, needs a stated reason and is recorded in your audit log.

4. Your customers' data

For the data of the customers who chat with you, you are the controller and Mulabbe is the processor. This means:

Mulabbe will:

  • Process your customers' data only to provide the service and according to your instructions and settings.
  • Keep it confidential and limit our staff's access to what is needed.
  • Use only the service providers listed in our Privacy Policy, and protect the data as described there.
  • Give you tools to answer your customers' requests to access, correct or erase their data.
  • Inform you without undue delay if a security incident affects your customers' data.
  • Delete or anonymise the data when your workspace is closed, as described in the Privacy Policy.

You will:

  • Have a lawful basis to collect and use your customers' data, including their permission where the law or Meta's policies require it.
  • Tell your customers how you use their data, in your own privacy notice.
  • Answer your customers' requests about their data, using the tools Mulabbe provides.

5. Acceptable use

You agree to:

  • Follow the laws that apply to you and to your customers, and the policies of the channels you connect, including the WhatsApp Business Messaging Policy, Meta's Commerce Policy and the Messenger and Instagram platform policies.
  • Get your customers' permission (opt-in) before you send them marketing messages, and respect their choice to stop. Mulabbe stops marketing messages when a customer sends STOP (or إيقاف), and you must not get around this.
  • Follow the channels' messaging rules, such as WhatsApp's 24-hour service window and approved message templates.

You must not use Mulabbe to:

  • Send spam or unsolicited bulk messages.
  • Sell or promote illegal goods or services, or share content that is illegal, misleading, hateful, violent or sexually explicit.
  • Pretend to be another person, business or brand, or make your assistant claim to be a human.
  • Ask customers to send card numbers, passwords or other sensitive data through chat.
  • Harm the service or others: for example by attacking, overloading or probing our systems, getting around limits, copying the service, or uploading malware.
  • Resell or give access to the service to others without our written agreement.

You are responsible for your content. This includes your catalogue, prices, offers, knowledge, templates and everything your assistant is set up to say, as well as the promises you make to your customers.

6. AI features and their limits

  • AI replies can be wrong, incomplete or out of date. Review your assistant's settings, test it before you go live, and check its conversations regularly.
  • Prices, stock and product details should come only from your catalogue, so keep it accurate. Your assistant is instructed not to invent them.
  • Do not rely on the assistant for medical, legal or financial advice, or for emergencies.
  • Your team can take over any conversation at any time. You remain responsible for the commitments made to your customers in your name.
  • When a customer sincerely asks whether they are talking to a person or a machine, the assistant always says it is automated and offers a person. This cannot be turned off.

7. Plans, trial, credits and payment

Plans. Each plan has limits, such as the number of channels, team members, products and monthly credits. The current plan and its limits are shown in the dashboard under Settings → Plan & usage. Prices are those shown to you by Mulabbe or agreed with us in writing. To change your plan, contact us.

Trial. A new workspace starts with a 14-day free trial that includes trial credits. When the trial ends, its monthly credits stop and no new monthly credits are added until you choose a plan. Credits you bought keep working, and your data stays in your workspace.

Credits. AI replies and some features use credits according to the price list shown in the dashboard. For example, one AI reply uses one credit.

  • Monthly credits come with your plan. They reset on the first day of each calendar month (UTC), and unused monthly credits do not carry over.
  • Top-up credits that you buy separately do not expire.
  • Monthly credits are used first, then top-up credits.
  • We may change the price list. Changes apply only to usage after they take effect, and we will tell you before they do.
  • If you connect your own AI provider account, replies made with it are priced on the same list, and you pay that provider for its own charges.

When credits run out. Depending on the setting you choose, your assistant continues with a basic built-in engine, or each conversation goes to your team with its next message.

Fair use limits. To protect the service, we apply reasonable limits, such as the number of AI replies per conversation each day and a daily limit for website chat.

Payment. Payment is currently made manually. You order a credit pack in the dashboard, we send you payment instructions (for example, a bank transfer or an invoice), and the credits are added once we confirm the payment. Prices are in the currency shown.

Taxes and other charges. Unless stated otherwise, prices do not include taxes or bank fees, and you pay any that apply. Meta charges for WhatsApp messages are billed by Meta directly to your Meta account.

Refunds. Refund requests are handled case by case. Contact [email protected].

8. Suspension and closing an account

You can stop at any time. The workspace owner can delete the workspace in the dashboard under Settings → Privacy. The deletion takes effect after a 30-day grace period, during which the owner can cancel it, as described in the Privacy Policy. Deleting a workspace does not close your user account. To close your account, write to [email protected].

We may limit or suspend the service (for example, pause the assistant, stop outgoing messages or suspend access) if you do not pay, break these terms or a channel's policies, put other people or the service at risk, if the law requires it, or if Meta restricts your account. Where it is reasonable, we will tell you first and give you a chance to fix the problem. While a workspace is suspended, messages your customers send may still be received and stored so that nothing is lost.

Deleting a workspace closes it for all members during the grace period: the assistant stops replying and nothing is sent to your customers, while messages they send are still received and stored. When the grace period ends, its channels are permanently disconnected, its CRM connections are revoked, and its encryption keys are destroyed, so its stored access tokens and other secrets can no longer be used.

Your data when you leave. Before you leave, the workspace owner can download all workspace data from the dashboard, and you can use the other export tools (for example contacts, orders, leads, reports and each customer's data). If you need help with an export, contact support. After deletion, we delete or anonymise your data as described in the Privacy Policy. Backups are kept for 14 days.

9. Third-party services

Mulabbe works with services run by others, such as Meta (WhatsApp, Instagram, Messenger), Google, AI model providers, and the CRM and store services you connect. Their own terms and policies apply to your use of them. We are not responsible for their availability or their decisions, for example if Meta restricts your phone number or page. Any fees they charge are between you and them.

10. Intellectual property

  • Mulabbe owns the service, its software, design and brand. You may not use our name or logo without our permission.
  • You own your content and your customers' data. You allow us to host, process and display it only to provide the service to you.
  • You may use the replies the assistant writes for your business.
  • If you send us ideas or feedback, we may use them freely to improve the service.

11. Availability

We work to keep Mulabbe available and reliable, but we do not guarantee that it will always be available or free of errors. We may need to pause it for maintenance or updates. A specific service level applies only if we agree to one in writing.

12. Disclaimers

To the extent the law allows, the service is provided "as is" and "as available", without any promise that it will meet every need you have.

13. Limitation of liability

To the extent the law allows:

  • Mulabbe is not liable for indirect or consequential losses, such as lost profits, lost sales or lost opportunities.
  • Our total liability for all claims about the service is limited to the amounts you paid us for the service in the twelve months before the event that led to the claim.

Nothing in these terms limits liability that cannot be limited by law, such as liability for fraud.

14. Your responsibility to us

If someone makes a claim against Mulabbe because of your content, your messages to your customers, or your breach of these terms or of a channel's policies, you will cover the reasonable losses and costs that result.

15. Changes to these terms

We may update these terms. We will publish the new version on this page with a new effective date and, for important changes, tell workspace owners by email or in the app with reasonable notice before they take effect. If you keep using the service after that, the new terms apply. If you do not agree, you can close your account.

16. Governing law and disputes

These terms are governed by the laws of the Hashemite Kingdom of Jordan. The courts of Amman have jurisdiction over any dispute about them. Before going to court, please contact us so we can try to solve the problem together. This does not remove rights that the law of your country gives you and that cannot be waived.

17. General

  • These terms and the Privacy Policy are the whole agreement between you and Mulabbe about the service, unless we agree otherwise in writing.
  • If one part of these terms cannot be enforced, the rest still applies.
  • If we do not enforce a right at once, we do not give it up.
  • You may not transfer these terms to someone else without our written agreement.
  • These terms are published in Arabic and English with the same content. If the two versions differ, the Arabic version applies.

18. Contact us

Mulabbe, Amman, Jordan.