Shamz.ai Terms of Service (B2B SaaS)

1. Parties and Documents Order

• Provider: Shamz For Artificial Intelligence LLC (d/b/a Shamz.ai) ("Shamz.ai," "we," "us")
• Customer: the company or entity using the Business Services ("Customer," "you")

If you sign an Order Form, Statement of Work (SOW), SLA, or DPA, those documents form part of the agreement. If there is a conflict, the order of precedence is:

1. Order Form / SOW
2. DPA (for data processing terms)
3. SLA (if applicable)
4. These Terms

2. Definitions (Key)

• "AI Front Desk": an AI-powered conversational agent created and configured by Customer within the Business Services to interact with End Users.
• "Business Services": Shamz.ai's AI front desk platform, dashboards, APIs, integrations, and related support.
• "Authorized Users": Customer employees/contractors permitted to use the Business Services.
• "Customer Data": data submitted to the Business Services by or on behalf of Customer, including chat content if enabled.
• "Documentation": user guides, specs, and policies we provide.
• "Order Form": a commercial document specifying plan, fees, and term.

3. Account Registration and Administration

• Customer must provide accurate account information and keep it updated.
• Customer is responsible for all actions taken by Authorized Users.
• Admin accounts must use strong security practices (password hygiene, MFA where available).
• Customer must promptly notify us of unauthorized access or security incidents affecting its account.

4. License and Use Rights

Subject to these Terms and payment of applicable fees, Shamz.ai grants Customer a non-exclusive, non-transferable right during the subscription term to access and use the Business Services for Customer's internal business purposes.

Customer may permit Authorized Users to access the Business Services only for Customer's benefit and in compliance with these Terms.

5. Acceptable Use

Customer will not (and will not allow anyone to):

• Use the Business Services to violate any law or regulation
• Upload or transmit malware, or attempt to disrupt platform integrity
• Probe, scan, or test vulnerabilities except with written permission
• Reverse engineer or attempt to extract source code (except to the extent prohibited by law)
• Access the Business Services in a way that circumvents usage limits or fees
• Use the Business Services to create or offer a competing product based on our confidential features

We may suspend access for material violations or security threats.

6. Customer Responsibilities

Customer is responsible for:

• Providing and maintaining accurate configurations and routing logic
• Obtaining all necessary rights, permissions, and consents for Customer Data (including end-user notices/consents where required)
• Ensuring Customer's use complies with industry regulations applicable to its business
• Maintaining its own backups of Customer Data if required for continuity (unless your plan includes backups explicitly)

7. Customer Data, Privacy, and Security

7.1 Customer Data

As between the parties, Customer owns Customer Data. Shamz.ai processes Customer Data only:

• To provide and maintain the Business Services
• To comply with Customer's instructions as described in the Documentation and contract
• To secure and improve the Business Services (including abuse prevention)

7.2 Data Processing Addendum (DPA)

If Customer Data includes personal data subject to privacy laws, the parties may enter into a DPA. If there is no separate DPA, Customer agrees that:

• Shamz.ai acts as a processor for Customer Data where Customer is controller
• Shamz.ai acts as controller for its own account, billing, and marketing contact data

7.3 Security

We implement reasonable safeguards designed to protect Customer Data. Customer acknowledges that:

• Security depends on Customer's configuration choices and access controls
• No service can guarantee absolute security

7.4 Sub-processors

We may use sub-processors to deliver parts of the Business Services (hosting, monitoring, support tools, and AI/LLM inference via Microsoft Azure OpenAI Service under Microsoft's enterprise data processing terms). We remain responsible for their performance of processing obligations under the contract. See our Privacy Policy for the current list of sub-processors.

8. AI Features and Output Disclaimer

If the Business Services include AI-assisted features (suggested replies, summaries, classifications):

• AI output may be inaccurate or incomplete.
• Customer is responsible for reviewing AI-generated outputs before relying on them.
• Customer must not use AI features for prohibited or unlawful purposes.
• Unless otherwise agreed in writing, we do not use Customer Data to train generalized models for other customers without Customer's permission/opt-in (as described in our Privacy Policy and/or DPA).
• AI inference is performed via Microsoft Azure OpenAI Service. Customer Data sent to Azure OpenAI is processed under Microsoft's enterprise data processing terms and is not used by Microsoft to train foundation models. See the Privacy Policy for details.

9. Service Levels and Support

Support scope (channels, response times) and service availability (uptime commitments) are as stated in the Order Form or SLA, if any. If no SLA applies, services are provided on a commercially reasonable basis.

10. Fees, Billing, and Taxes

• Fees are set out in the Order Form.
• Subscription fees are typically billed in advance (monthly or annually), unless stated otherwise.
• Late payments may result in suspension after notice.
• Fees are exclusive of taxes; Customer is responsible for applicable taxes, duties, or levies (excluding taxes on Shamz.ai's income).

Price Changes

We may change the fees for any plan, add-on, or feature from time to time. The following rules govern when those changes take effect:

• Order Form / committed-term subscriptions. Fees specified in an Order Form are fixed for the committed term. We may adjust fees for the next renewal term by giving Customer reasonable notice before the renewal date; if Customer does not wish to accept the new fees, Customer may elect not to renew.
• Self-serve / month-to-month subscriptions. For subscriptions purchased through our website or self-serve checkout (without an Order Form), we may change fees on reasonable notice (e.g., by email or in-product notification). The new fees will apply at the start of the next billing period after the notice period elapses, and Customer's continued use of the Business Services after that constitutes acceptance. Customer may cancel before the new fees take effect to avoid them.
• Promotional, discounted, and grandfathered pricing. Any promotional rate, discount, or legacy/grandfathered price is provided on a time-limited basis at our discretion. We may discontinue or modify it at any time on reasonable notice; on discontinuation, the then-current standard price applies from the next billing period.
• Add-ons and overages. Per-unit prices for add-ons (e.g., conversation packs, voice minutes, OCR pages, additional seats) and overage charges may change on reasonable notice and apply to consumption from the effective date forward.
• Shopify Managed Pricing. For Shopify-billed accounts, plan pricing is governed by Shopify's Managed Pricing flow; Customer's acceptance of an updated Shopify charge through the Shopify admin constitutes acceptance of the updated fees.

11. Confidentiality

Each party may receive confidential information from the other ("Confidential Information"). The receiving party will:

• Protect it using reasonable care
• Use it only to perform under the agreement
• Not disclose it except to employees/contractors who need to know and are bound by confidentiality obligations

Confidential Information does not include information that is public, independently developed, or lawfully received from a third party.

12. Intellectual Property

Shamz.ai retains all rights in:

• The Business Services, software, models, UI, Documentation, and improvements
• Our trademarks and branding

Customer retains rights in Customer Data.

Feedback: If Customer provides feedback, Customer grants Shamz.ai a royalty-free right to use it to improve the Business Services.

13. Suspension and Termination

13.1 Suspension

We may suspend access (in whole or part) if:

• Customer materially breaches these Terms (including non-payment)
• Customer's use poses a security risk or harms the platform
• Required by law

13.2 Termination

Either party may terminate:

• As stated in the Order Form (end of term / non-renewal)
• For material breach not cured within 30 days of written notice

13.3 Free and Shopify-Provided Plans

Notwithstanding Sections 13.1 and 13.2, where Customer's access to the Business Services is provided at no charge — including, without limitation, the Shopify free tier — the following additional terms apply:

• Termination for convenience. We may suspend, terminate, or limit access to any free or Shopify-provided account at any time, with or without cause and with or without notice, in our sole discretion. The 30-day cure period in Section 13.2 does not apply to free accounts.
• Required migration to a paid plan. We may, at any time and at our sole discretion, require Customer to migrate to a paid plan (or to a Shopify Managed Pricing paid plan) in order to continue using the Business Services. If Customer does not complete the migration within the period we specify, we may terminate the account and delete associated Customer Data.
• Modification or discontinuation of the free tier. We may modify the limits, features, eligibility, or availability of any free tier (including the Shopify free tier) — or discontinue it entirely — at any time, with or without notice.
• No SLA, no support commitment, "as is". Free and Shopify-provided plans are provided strictly "as is" and "as available," without any service level commitment, uptime guarantee, or support obligation, and the warranty disclaimers in Section 15.2 apply with full force.
• Data retention. Following termination of a free or Shopify-provided account, the export window described in Section 14 may be shortened or omitted, and we may delete Customer Data immediately, subject only to legal retention requirements.
• Shopify-driven events. If Shopify reports (via app subscription update or app uninstall webhooks) that Customer's subscription has been cancelled, downgraded, or that the app has been uninstalled, we will treat that signal as Customer's instruction to suspend or terminate the account and delete associated data per Section 14.

13.4 Free Trials

Shamz.ai may offer a free evaluation period (currently 30 days) on a selected plan tier, subject to a monthly conversation cap (currently 1,000 valid conversations) and any other limits we set from time to time. Trials are provided for evaluation purposes only and do not constitute an Order Form.

• Termination and modification at convenience. We may suspend, terminate, shorten, extend, or otherwise modify any trial — for an individual account or as a program — at any time, with or without cause and with or without notice. The 30-day cure period in Section 13.2 does not apply to trial accounts.
• Eligibility. We may restrict trials to one per Customer or organization, refuse a trial, or revoke a trial we determine to be ineligible (for example, duplicate signups or abuse).
• Expiry. When the trial period ends, access to the Business Services will be suspended automatically until Customer upgrades to a paid plan. We are not obligated to convert a trial to a paid subscription automatically.
• No SLA, no support commitment, "as is". Trials are provided strictly "as is" and "as available," without any service level commitment, uptime guarantee, or support obligation, and the warranty disclaimers in Section 15.2 apply with full force.
• Data retention. If Customer does not upgrade to a paid plan, the export window described in Section 14 may be shortened or omitted, and we may delete Customer Data following trial expiry, subject only to legal retention requirements.

13.5 Payment Failures on Paid Plans

Sections 13.3 and 13.4 do not apply to paid subscriptions, which remain governed by Sections 13.1 and 13.2. The following additional rules apply to paid plans:

• Past due. If a scheduled payment fails, the account will be marked past due and our payment processor (e.g., Stripe) will retry per its standard schedule.
• Suspension. If payment continues to fail after our payment processor's retry attempts (currently after three (3) consecutive failed attempts), we may suspend access to the Business Services until the outstanding balance is paid.
• Cancellation. Customer may cancel a paid subscription at any time; cancellation takes effect at the end of the then-current billing period, and no refund is provided for the unused portion of that period unless required by law or expressly agreed in the Order Form.
• Reinstatement. A suspended paid account may be reinstated by paying the outstanding balance within the period we specify; otherwise the subscription may be terminated and Customer Data deleted per Section 14.

14. Data Return and Deletion (Post-Term)

Upon termination/expiration:

• Customer may request export of Customer Data if the Business Services support it and if requested within 30 days.
• After that period, we may delete Customer Data in accordance with our retention practices and any DPA (unless legally required to retain certain records).

15. Warranties and Disclaimers

15.1 Mutual Warranties

Each party represents that it has authority to enter into the agreement.

15.2 Disclaimer

Except as expressly stated, the Business Services are provided "as is" and "as available." We disclaim warranties of merchantability, fitness for a particular purpose, and non-infringement to the maximum extent permitted by law.

We do not warrant that the Business Services will be uninterrupted or error-free.

16. Limitation of Liability

To the maximum extent permitted by law:

• Neither party is liable for indirect, incidental, consequential, special, or punitive damages, or loss of profits, revenue, or goodwill.
• Shamz.ai's total liability arising out of or related to the agreement will not exceed the fees paid (or payable) by Customer to Shamz.ai in the [12] months before the event giving rise to the claim.

Some jurisdictions do not allow certain limitations; in that case, the limitations apply to the fullest extent permitted.

17. Indemnification

17.1 By Customer

Customer will indemnify and defend Shamz.ai from claims arising from:

• Customer Data (including alleged infringement or unlawful content),
• Customer's misuse of the Business Services,
• Customer's violation of law.

17.2 By Shamz.ai (Optional / Common in SaaS)

Shamz.ai will indemnify Customer from third-party claims alleging the Business Services infringe intellectual property rights, provided Customer:

• Promptly notifies Shamz.ai,
• Allows Shamz.ai to control defense/settlement,
• Cooperates reasonably.

18. Compliance, Export, and Anti-Bribery

Customer agrees to comply with applicable laws, including export control and sanctions laws. Customer will not use the Business Services in violation of anti-bribery or anti-corruption laws.

19. Assignment

Neither party may assign the agreement without the other party's consent, except to an affiliate or in connection with a merger/acquisition, provided the assignee agrees to be bound by these Terms.

20. Governing Law and Venue

Governing law: these Terms are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Sharjah.

Venue: the parties submit to the exclusive jurisdiction of the competent courts of the Emirate of Sharjah, United Arab Emirates.

21. Changes to These Terms

We may update these Terms. If changes are material, we will provide notice (e.g., via email or in-product notification). Continued use after the effective date constitutes acceptance.

22. Contact

Legal/Terms contact: LEGAL@SHAMZ.AI

Address: Shams Media City, Sharjah, UAE