Terms of Service & Enterprise Agreement.

1. Platform Nature & Intermediary Role

Mujawib is a managed cloud software platform (Managed Voice AI SaaS/PaaS) engineered to enable commercial organizations to automate inbound phone reception, schedule appointments, synchronize operational records, and trigger transactional notifications.

Mujawib acts strictly as a technical intermediary and software service provider. The subscriber (the business client) is the sole controller of the underlying knowledge base, business policies, operating schedules, pricing data, and operational guidelines supplied to the automated voice agent.

Access is granted only upon mutual agreement on the statement of work, quotation, and technical integration parameters. Unverified anonymous self-service registration is not permitted.

2. Telephony Line Ownership & Routing Authorization

The subscriber warrants and guarantees that it is the legal registrant, or possesses express written authorization from the lawful owner, of any telephone number, SIP trunk, or inbound forwarding line connected to Mujawib.

The subscriber shall hold Mujawib completely harmless against any third-party ownership disputes, carrier carrier-of-record inquiries, or unauthorized call interception claims arising from lines routed into the platform.

3. AI Generative Output Disclaimer

The automated voice agent leverages advanced probabilistic natural language and generative speech models conditioned upon the subscriber’s approved data. The service is an operational communication tool and does NOT provide certified medical, diagnostic, legal, investment, architectural, or licensed professional advice.

No probabilistic statement uttered by the automated agent constitutes a formal contractual representation or warranty on behalf of Mujawib. The subscriber is obligated to monitor call logs and rectify its knowledge base promptly via the management portal.

4. Absolute Prohibition on Emergency Services (No Emergency Calling)

CRITICAL NOTICE: Mujawib is NOT a traditional public switched telephone network (PSTN) carrier and does NOT support, handle, or replace emergency dispatch communications. The platform cannot connect calls to police, ambulance, fire rescue, or official emergency dispatch services (such as 911, 999, 112, 997, 998, or any regional equivalents).

The subscriber is expressly prohibited from directing patients, patrons, or the general public to contact Mujawib-linked phone numbers for life-critical or emergency assistance.

5. Call Recording, AI Transparency & Telecom Compliance

The subscriber shall strictly comply with all telecommunications statutes and administrative directives issued by relevant national authorities, including the Communications, Space & Technology Commission (CST) in Saudi Arabia, the National Telecom Regulatory Authority (NTRA) in Egypt, the Telecommunications and Digital Government Regulatory Authority (TDRA) in the UAE, and counterpart jurisdictions worldwide.

Where call recording, transcription, or speech analytics are activated, the subscriber is legally obligated to maintain an automated auditory disclosure at the inception of the call informing the caller: "This call is recorded and assisted by an artificial intelligence agent for quality and scheduling purposes" (Two-Party Consent & AI Transparency Disclosure).

The subscriber assumes full and sole liability for any civil, administrative, or criminal violation arising from non-disclosure of call recording or AI interaction.

6. Meta & WhatsApp Business Anti-Spam Policy Compliance

Mujawib and the subscriber adhere strictly to Meta’s WhatsApp Business Solution Terms, Commercial Messaging Policies, and Anti-Spam standards.

Zero-Tolerance Anti-Spam Commitment: The subscriber is strictly prohibited from using connected WhatsApp channels for bulk promotional broadcasts, cold outreach, deceptive messages, or unsolicited commercial communications (Spam).

Prior Explicit Opt-In: Outbound messages via WhatsApp may only be dispatched to individuals who have provided prior, documented, and explicit consent to receive operational communications, or who have initiated a recent inbound call requiring confirmation.

Strictly Transactional Scope: Automated messaging must remain restricted to operational confirmations directly connected to user interactions (e.g., appointment confirmations, reschedule alerts, location pins, and booking receipts) within the compliant customer service window.

Mandatory Opt-Out Honoring: Any recipient request to unsubscribe (including keywords such as "STOP" or "إلغاء") must be honored immediately and permanently without manual hesitation.

Immediate Suspension Rights: Mujawib reserves the immediate right to suspend or terminate any workspace or WhatsApp integration that generates elevated user block rates, spam reports, or violates Meta policies, without entitlement to refund.

7. Google API Services User Data Policy & Limited Use Compliance

Mujawib’s use and transfer to any other app of information received from Google APIs (including Google Calendar) will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Google Calendar integration is strictly utilized to: inspect free/busy slots on subscriber calendars, create confirmed booking entries, reschedule existing events, and cancel bookings upon direct caller request during voice interactions.

Mujawib explicitly guarantees that Google user data will NEVER be sold, NEVER shared with third-party data brokers, NEVER utilized for targeted advertising, and NEVER employed to train general artificial intelligence or foundation machine learning models.

Human access to Google user data is strictly forbidden, except where explicitly requested by the subscriber for technical assistance, required by applicable law, or necessary for investigated security incidents.

8. Third-Party Telecommunications & Force Majeure

Platform operations rely upon upstream telecommunications carriers, cloud data centers, and internet transit providers (e.g., STC, Mobily, Zain, Vodafone, Orange, Twilio, and SIP trunk partners).

Mujawib disclaims liability for carrier-side routing drops, local exchange congestion, undersea cable severances, regulatory blocking, or force majeure events beyond its reasonable operational control.

Mujawib maintains high-availability architecture and an automated fallback redirection path to transfer inbound calls to a designated backup human phone line whenever voice AI processing is interrupted.

9. Intellectual Property & Workspace Isolation

The subscriber retains exclusive ownership over its trademarks, business data, client records, and proprietary operating guidelines.

Mujawib retains sole and exclusive proprietary rights over the platform source code, voice synthesis pipelines, acoustic algorithms, UI designs, and related intellectual property.

The platform enforces strict logical multi-tenant isolation, ensuring zero cross-tenant data access, leakage, or exposure.

10. Fees, Billing & Service Terms

Subscription and usage fees are billed in accordance with the executed order form or commercial quotation, calculated on handled calls, processed minutes, and concurrent channel capacity.

Subscription pricing changes shall be communicated at least 30 calendar days in advance. Fees are non-withholdable due to subscriber telephony line failures.

11. Limitation of Liability & Indemnification

To the maximum extent permitted by applicable law, Mujawib, its directors, officers, and employees shall not be liable for any consequential, punitive, special, or indirect damages, including loss of profits, commercial revenue, or data loss.

Mujawib’s aggregate monetary liability for all claims arising out of or relating to this agreement shall not exceed the total fees actually paid by the subscriber to Mujawib during the three (3) months immediately preceding the event giving rise to liability.

The subscriber agrees to indemnify, defend, and hold harmless Mujawib against any claims, regulatory penalties, damages, liabilities, and legal costs arising from subscriber’s violation of anti-spam regulations, failure to provide call recording disclosures, or infringement of caller privacy.

12. Termination & Secure Data Disposal

Either party may terminate the agreement upon 30 days’ prior written notice. Mujawib reserves the right to terminate access immediately in cases of material breach, non-payment, spam abuse, or security compromise.

Upon termination, the subscriber may export its data within 30 days, after which all customer records and transcripts will be securely purged in accordance with our documented retention schedule.

13. Governing Law & Dispute Resolution

This agreement shall be governed by, and construed in accordance with, the laws and regulations of the Kingdom of Saudi Arabia.

Any dispute arising out of or in connection with this agreement shall be amicably negotiated within 30 days, failing which it shall be submitted to the exclusive jurisdiction of the Commercial Courts in Riyadh, Saudi Arabia.