Terms of Service

These Terms contain provisions that limit our liability and affect your legal rights, including:

• Your free trial does not auto-convert (§15.2). We do not take payment details to start a trial, and you will not be charged when it ends. To continue, you actively choose a Plan and enter payment details.
• Once you subscribe, it renews automatically (§11.3, §15.3). Your payment method is charged automatically each period until you cancel.
• Usage-based charges (§12). Some features — SMS, WhatsApp, voice, AI — are billed by consumption, in addition to your subscription fee.
• A limitation of liability (§20) capping our liability.
• Your obligation to indemnify us (§19), including for your marketing and messaging activities.
• Binding arbitration for larger disputes (§24), and a waiver of class actions where permitted by law.

You may cancel at any time, without contacting us, from Settings → Subscription → Cancel Subscription in your account.

1.1 These Terms of Service ("Terms") form a binding contract between GLOORA AI FZC LLC, a Free Zone Company with Limited Liability registered in Ajman Media City Free Zone, United Arab Emirates (Trade Licence No. 50100, VAT TRN 105295069600003), with its registered office at AMC Boulevard-A Building, Ajman Media City, Ajman, UAE ("Gloora AI", "we", "us", "our"), and the individual or entity that creates an account or uses the Services ("you", "your", "Client").

1.2 Acceptance. You accept these Terms when you do any of the following, whichever occurs first:

• (a) tick the box indicating agreement to these Terms during account registration;
• (b) execute a Client Service Agreement or Order Form that references these Terms;
• (c) access or use the Services; or
• (d) pay any fee for the Services.

1.3 Authority. If you accept these Terms on behalf of a company or other legal entity, you represent that you have full authority to bind that entity, and "you" means that entity. If you lack that authority, you must not accept these Terms or use the Services.

1.4 Eligibility. The Services are provided solely for business and professional use. You must be at least 18 years old and legally capable of entering into binding contracts. The Services are not offered to consumers for personal, family, or household purposes.

1.5 Incorporated documents. The following form part of these Terms and are incorporated by reference:

Document	Location
Acceptable Use Policy ("AUP")	gloora.ai/aup
Data Processing Addendum ("DPA")	gloora.ai/dpa
Privacy Policy	gloora.ai/privacy
Sub-processor List	gloora.ai/subprocessors
Refund & Cancellation Policy	gloora.ai/refunds
Your Plan, Order Form, or Client Service Agreement	issued to you

1.6 Order of precedence. If there is a conflict, the following order applies, highest first: (a) a signed Client Service Agreement or Order Form; (b) the DPA; (c) these Terms; (d) the AUP; (e) all other documents.

1.7 Relationship to the Terms of Use. The Terms of Use at gloora.ai/terms-of-use govern general visitors to our public website only. These Terms govern your use of the Services and prevail over the Terms of Use in the event of any conflict.

3.1 We grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable right to access and use the Services during the Term, solely for your internal business purposes and in accordance with these Terms.

3.2 Plan features. The features available to you depend on your Plan, as described at gloora.ai/pricing and in your Order Form. We may add, modify, or discontinue features. If we discontinue a material feature of your Plan, we will give you at least thirty (30) days' notice, and you may terminate without penalty and receive a pro-rata refund of prepaid subscription fees for the unused period.

3.3 Standard of performance. We will provide the Services with reasonable skill and care, in a professional manner consistent with generally accepted industry standards.

3.4 Support. We provide support by email and in-app chat at support@gloora.ai during our published business hours Monday to Friday, 09:00–18:00 Gulf Standard Time. We aim to acknowledge requests within one (1) business day. This is a target, not a contractual commitment. Support covers use of the Services as documented; it does not include configuration of your third-party accounts, content creation, marketing consultancy, or data entry, which may be available as paid onboarding services.

3.5 No service level commitment. Unless you have purchased a written service level agreement, the Services are provided without any uptime guarantee, support response time commitment, or service credit entitlement. We may perform maintenance at any time and will use reasonable efforts to give advance notice of planned maintenance likely to cause material disruption.

3.6 Third-party dependencies. The Services depend on third-party providers, including messaging platforms, telephony carriers, payment processors, cloud infrastructure, and AI model providers. You acknowledge that:

• (a) WhatsApp Business verification, the "green checkmark", messaging templates, and continued account access are subject to the sole discretion of Meta Platforms, Inc. and its commerce and messaging policies;
• (b) telephony services, including inbound and outbound calling, SMS, and number provisioning, are subject to the approval, policies, and compliance standards of the underlying carriers and infrastructure providers;
• (c) social messaging channels are subject to the policies of their respective operators; and
• (d) we are not liable for any delay, denial, throttling, suspension, deletion, or termination of any third-party account, number, template, or service, or for any consequence to you arising from it.

3.7 Third-party accounts. Where the Services connect to a third-party account you control, you are responsible for complying with that provider's terms. We are not a party to that relationship.

3.8 New offerings, marketplace, and consumer-facing channels.

• (a) Reserved right. We may at any time develop, launch, acquire, or operate additional products, services, channels, or business models — including a consumer-facing marketplace, booking directory, discovery platform, aggregator, or similar offering ("Marketplace") — whether or not related to or competitive with your business. You acknowledge that we may do so at our sole discretion and without your consent, and that nothing in these Terms grants you exclusivity, territorial protection, or any right to prevent, restrict, or share in such offerings.

• (b) No obligation. We are under no obligation to launch, maintain, or continue any Marketplace, or to offer you participation in it.

• (c) Your listing is opt-in. We will not list, publish, or promote your business, services, pricing, staff, availability, or brand in any Marketplace without your prior affirmative opt-in. Where a Marketplace is launched, we will notify you and you may choose whether to participate. Declining does not affect your Plan, pricing, or access to the Services.

• (d) Separate terms. Participation in any Marketplace will be governed by separate terms, including any applicable commission, listing fee, or revenue share. No commission or fee will be charged on bookings generated through your own channels, consistent with your Plan.

• (e) Boundaries on End Customer data. Any Marketplace will be operated in accordance with §8 (Client Data) and §9 (Data Protection). For the avoidance of doubt, we will not use Client Data or End Customer personal data to market a Marketplace, or any third-party business, to your End Customers, except where the End Customer has given their own consent directly to us, obtained through a lawful and transparent mechanism. This restriction does not limit our use of de-identified and aggregated data under §8.4.

• (f) Your remedy. If we launch a Marketplace and you consider it inconsistent with your commercial expectations, you may terminate under §15.4 with no penalty and receive a pro-rata refund of prepaid subscription fees for the unused period.

3.9 APIs and integrations.

• (a) Where we make an API available, you may use it only in accordance with our published documentation and any rate limits, quotas, or fair-use thresholds we set. We may apply, change, or enforce those limits to protect the stability of the Services.
• (b) You must keep API keys and integration credentials confidential and must not share them. You are responsible for all activity carried out using your credentials.
• (c) We may modify, version, or deprecate an API. For any change that would break existing integrations, we will use reasonable efforts to give at least ninety (90) days' notice, except where a shorter period is required for security, legal, or third-party reasons.
• (d) APIs are provided subject to §18.3 (disclaimer) and carry no separate warranty or availability commitment.
• (e) You must not use an API to circumvent Plan limits, extract data in bulk beyond documented endpoints, or replicate the Services.

3.10 No authority to bind us. No third party — including any agency, consultant, introducer, or other intermediary — has authority to make commitments, representations, warranties, pricing promises, or service guarantees on our behalf. We are bound only by what is set out in these Terms, your Order Form, and our published documentation. Any separate services such a third party provides to you — setup, training, marketing, content, or support — are provided under its own terms, at your own risk, and we are not responsible for them.

4.1 You must provide accurate, complete, and current registration information and keep it updated.

4.2 Credentials. You are responsible for safeguarding account credentials and for all activity occurring under your account, whether or not authorised by you. You must notify us immediately at support@gloora.ai on becoming aware of any unauthorised access.

4.3 Users. You may permit your staff to access the Services. You are responsible for their acts and omissions as if they were your own, and for promptly revoking access for departed staff.

4.4 Contact. You must designate and maintain a primary contact for notices and decisions.

You agree that you will:

• (a) use the Services only for lawful business purposes and in compliance with the AUP;
• (b) comply with all applicable laws, including data protection, consumer protection, anti-spam, telemarketing, advertising, healthcare, and professional-licensing laws in every jurisdiction where you or your End Customers are located;
• (c) obtain and maintain all consents, permissions, licences, and legal bases required for the data you upload and the messages you send (see §6);
• (d) ensure that Client Data and any materials you provide do not infringe any third-party right;
• (e) maintain your own registered internet domain for email services, and be solely responsible for its DNS configuration and sender reputation — we are not liable for email deliverability failures, spam filtering, or blocklisting attributable to your domain;
• (f) review AI-generated content and monitor AI interactions before relying on or publishing them (see §10);
• (g) provide timely access to information and cooperation reasonably required for us to deliver the Services; and
• (h) not permit any third party to access the Services except as expressly permitted.

This section allocates the single largest legal risk in the Services. Read it carefully.

6.1 You are the sender. When you use the Services to contact End Customers by SMS, WhatsApp, voice call, email, or any other channel, you are the sender and, for data protection purposes, the controller of that communication. We provide the tools; you decide who is contacted, when, and with what content.

6.2 Consent covenant. You represent, warrant, and covenant on a continuing basis that, for every End Customer you contact through the Services, you have obtained and can evidence all consents, opt-ins, and permissions required by applicable law, including as applicable:

• the US Telephone Consumer Protection Act (TCPA) and its prior express written consent requirements for SMS and automated or AI-generated voice calls;
• the US CAN-SPAM Act and applicable state telemarketing and auto-dialer laws;
• Canada's Anti-Spam Legislation (CASL);
• the EU GDPR, the UK GDPR, and the ePrivacy Directive as implemented in each member state;
• the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) and applicable TDRA telecommunications and direct-marketing rules; and
• all equivalent laws in any other jurisdiction where an End Customer is located.

6.3 Records. You must retain records of consent sufficient to demonstrate compliance, and provide them to us within five (5) business days of request where we require them to respond to a complaint, regulator, or third-party provider.

6.4 Suppression. You must honour opt-out, unsubscribe, and do-not-contact requests promptly and in any event within the period required by applicable law. You must not use the Services to contact any individual who has opted out.

6.5 Prohibited sending. You must not use the Services to send messages to purchased, rented, scraped, or otherwise non-consented lists, or in breach of the AUP.

6.6 Indemnity. Your obligations under this §6 are covered by the indemnity in §19.1. We do not warrant that your use of the Services is compliant with any messaging, marketing, or telemarketing law. Compliance is your responsibility.

7.1 Our IP. The Platform, and all software, AI models, algorithms, workflows, templates, interfaces, designs, documentation, methodologies, trade names, logos, and know-how comprised in the Services, and all intellectual property rights in them, are and remain our exclusive property or that of our licensors. Nothing in these Terms transfers any ownership to you.

7.2 Deliverables. On full payment, you receive a non-exclusive, non-transferable, revocable licence to use deliverables created specifically for you under these Terms, solely for your internal business purposes and only during the Term.

7.3 Restrictions. You must not, and must not permit any third party to:

• (a) copy, modify, translate, or create derivative works of the Services;
• (b) reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code, structure, architecture, algorithms, prompts, or training data of the Services, except to the extent this restriction is expressly prohibited by applicable law;
• (c) use the Services, or any information obtained from them, to design, develop, train, market, or operate a competing or substantially similar product or service;
• (d) access the Services for the purpose of benchmarking, competitive analysis, or copying features, workflows, or user interfaces;
• (e) resell, sublicense, rent, lease, distribute, or make the Services available to any third party, or operate the Services as a service bureau, except with our prior written consent;
• (f) remove, obscure, or alter any proprietary notice, branding, or attribution;
• (g) scrape, crawl, spider, or use automated means to extract data from the Services other than through documented APIs;
• (h) circumvent or attempt to circumvent any usage limit, access control, rate limit, or security measure;
• (i) introduce malicious code, or conduct penetration testing or vulnerability scanning without our prior written consent;
• (j) use the Services to build, train, fine-tune, or improve any machine learning or AI model other than within the Services; or
• (k) register, use, or apply for any trade mark, domain name, or business name that is identical or confusingly similar to "Gloora", "Gloora AI", or any of our marks.

7.4 Survival and remedies. This §7 survives termination. You acknowledge that breach of §7.3 would cause irreparable harm for which damages are an inadequate remedy, and that we are entitled to seek injunctive relief in any court of competent jurisdiction without posting bond and without regard to §9.

7.5 Feedback. If you give us suggestions, ideas, or feedback about the Services, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use and exploit it without restriction or compensation. You waive any moral rights in it.

8.1 Ownership. As between you and us, you own all Client Data.

8.2 Licence to us. You grant us a worldwide, non-exclusive, royalty-free licence to host, store, copy, transmit, display, process, reformat, back up, and otherwise use Client Data solely as necessary to: (a) provide, maintain, secure, and support the Services; (b) prevent or address technical, security, or fraud issues; and (c) comply with law. This licence includes the right to permit our sub-processors to do the same, subject to the DPA. It terminates when the Client Data is deleted under §8.6, other than for backups retained under §8.7.

8.3 Your responsibility. You represent and warrant that you have all rights, consents, and lawful bases necessary to provide Client Data to us and to authorise the processing contemplated by these Terms.

8.4 Aggregated data. We may generate and use de-identified and aggregated data derived from use of the Services for the purposes of operating, securing, analysing, benchmarking, and improving the Services and developing new offerings. Such data will not identify you, any End Customer, or your business, and we will not disclose it in any form that does.

8.5 We do not train AI models on your data.

• (a) We do not use Client Data to train, fine-tune, or improve any AI or machine learning model, whether our own or a third party's.
• (b) Where AI features are used, Client Data is transmitted to the relevant AI model provider solely to generate the output you requested, and is not retained by us for training purposes.
• (c) Where we contract with an AI model provider on your behalf, we will use providers whose terms prohibit the use of submitted data for model training. Where you connect your own AI provider account, §10.7 applies and that provider's terms govern.
• (d) This does not restrict our use of de-identified and aggregated data under §8.4.

8.6 Export and deletion. You may export Client Data at any time during the Term through the Platform. On termination:

• (a) you have thirty (30) days from the effective date of termination to export Client Data, during which we will maintain export access;
• (b) after that period, we will delete Client Data within a further thirty (30) days;
• (c) we will delete or return Client Data sooner on your written request; and
• (d) it is your responsibility to export before the window closes. We are not liable for data lost after it expires.

8.7 Backups and legal retention. Client Data may persist in encrypted backups for up to ninety (90) days after deletion, and we may retain data for longer where required by law, or as necessary to establish, exercise, or defend legal claims. Retained data remains subject to the confidentiality and security obligations in these Terms and the DPA.

9.1 Roles. For Client Data relating to your End Customers and staff, you are the Controller and we are the Processor. For account and billing data you provide about yourself, we act as Controller.

9.2 DPA. The Data Processing Addendum at gloora.ai/dpa is incorporated into these Terms and applies automatically to all processing of personal data under these Terms. No separate signature is required. Where you require a signed copy, contact support@gloora.ai.

9.3 Your obligations as Controller. You are responsible for: the lawfulness of your instructions; providing privacy notices to End Customers; establishing a lawful basis for processing; responding to data subject rights requests (with our assistance under the DPA); and conducting any required data protection impact assessment.

9.4 What the Services are designed for — and prohibited data.

The Services are designed to process ordinary business contact and scheduling data: names, contact details, messaging handles (WhatsApp, Instagram, Facebook), appointment times, service selections, staff assignments, birthdays, anniversaries, marketing preferences, and transaction records. They are not designed, certified, or contracted to process clinical, medical, or other sensitive personal data.

You must not upload, transmit, or process through the Services any of the following without our prior written agreement under a separate addendum:

• (a) protected health information ("PHI") as defined under the US Health Insurance Portability and Accountability Act ("HIPAA");
• (b) special category personal data under GDPR Article 9 — including data concerning health, biometric or genetic data, sex life or sexual orientation, racial or ethnic origin, religious or philosophical beliefs, political opinions, or trade union membership;
• (c) payment card data other than through our designated payment processor;
• (d) government-issued identification numbers, save where strictly necessary and lawful; or
• (e) data relating to children under 16, except where you have obtained verifiable parental consent and remain responsible for it.

Free-text fields. This restriction applies to all parts of the Services, including free-text fields such as client notes, appointment reasons, visit history, internal comments, and message content. You must not record clinical observations, diagnoses, treatments, medications, or medical history in those fields. If you operate a clinic, dental practice, medical spa, veterinary practice, physiotherapy practice, or similar business, use the Services for booking, scheduling, contact management, and marketing only, and keep clinical records in a system designed and certified for that purpose.

We are not a HIPAA Business Associate and no Business Associate Agreement is in force unless separately executed in writing. If your business requires processing of health data or PHI through the Services, contact support@gloora.ai before uploading it — enhanced terms and safeguards may be available.

You are liable for, and must indemnify us against, any claim arising from your upload of prohibited data in breach of this §9.4.

9.5 Security. We implement appropriate technical and organisational measures as described in the DPA. No method of transmission or storage is completely secure, and we do not guarantee absolute security.

9.6 Breach notification. We will notify you without undue delay, and in any event within forty-eight (48) hours, of becoming aware of a personal data breach affecting Client Data, and will provide the information reasonably necessary for you to meet your own notification obligations.

9.7 Sub-processors. You authorise us to engage sub-processors listed at gloora.ai/subprocessors. We will give at least thirty (30) days' notice of additions. You may object on reasonable data protection grounds within that period; if we cannot accommodate the objection, you may terminate the affected Services without penalty and receive a pro-rata refund.

9.8 International transfers. Client Data may be processed outside the UAE, EEA, or UK, including in the United States. We apply appropriate safeguards including Standard Contractual Clauses, as set out in the DPA.

10.1 Nature of AI. The AI Services are powered by probabilistic models. They may produce outputs that are inaccurate, incomplete, biased, offensive, outdated, or unexpected — commonly called "hallucinations". Identical inputs may produce different outputs. We do not warrant that AI output will be accurate, error-free, fit for any purpose, or that AI will correctly interpret any End Customer's intent.

10.2 Not professional advice. AI output does not constitute medical, dental, veterinary, legal, financial, or other professional advice, and must not be presented to End Customers as such. You must not configure AI Services to provide diagnosis, treatment recommendations, or any regulated professional advice.

10.3 Human oversight. You are solely responsible for reviewing, monitoring, and approving AI-generated content and actions before they are published, sent, or relied upon. You must maintain meaningful human oversight of AI interactions with End Customers, and a means for an End Customer to reach a human.

10.4 AI transparency and disclosure. You acknowledge that laws — including Article 50 of the EU AI Act (Regulation (EU) 2024/1689), applicable from 2 August 2026, and US state bot-disclosure laws such as California's B.O.T. Act — may require that individuals be informed they are interacting with an AI system, and that AI-generated content be disclosed or marked.

• (a) Where we act as provider of an AI system, we will make available the technical means for such disclosure.
• (b) You act as the deployer. You are responsible for enabling, configuring, and maintaining appropriate AI disclosures in your End Customer communications, and for determining what your jurisdiction requires.
• (c) You must not disable, suppress, remove, or obscure any AI disclosure feature we provide. Doing so is a material breach.

10.5 Your responsibility for output. You are responsible for all AI-generated content sent under your name or brand, as if you had written it yourself, including for accuracy, legality, appropriateness, and any commitment it makes to an End Customer.

10.6 Exclusion. Subject to §20.4, and to the maximum extent permitted by law, we are not liable for loss arising from AI-generated errors, including inaccurate information given to End Customers, erroneous scheduling or cancellation, commitments made by an AI agent, or content you failed to review before publication.

10.7 AI provider accounts you supply. Certain AI features allow you to connect your own account with a third-party AI provider (for example OpenAI) using your own credentials or API key. Where you do so:

• (a) your relationship with that provider is direct and separate from these Terms. You are responsible for accepting and complying with their terms, usage policies, and data processing terms, and for all fees they charge you;
• (b) you determine what data is sent to that provider. You are the controller of that transfer and responsible for its lawful basis and for any onward international transfer;
• (c) we act only as a technical conduit. We do not control that provider's processing, retention, model training practices, security, availability, or output, and we are not liable for them;
• (d) you are responsible for keeping your credentials secure and current. You must not use another person's credentials, and you must revoke ours if you disconnect;
• (e) we may suspend the integration if the provider requires it, if your credentials fail, or if use breaches the AUP; and
• (f) §10.1 to §10.6 apply equally to output generated through a provider account you supply.

Where we supply the AI provider under our own contract, that provider is a sub-processor listed at gloora.ai/subprocessors and the DPA applies to it.

11.1 Fees. You will pay the subscription fees for your Plan and all Usage Charges under §12, plus applicable taxes. Fees are stated in your Order Form or at gloora.ai/pricing.

11.2 Billing cycle. Subscription fees are charged in advance, on the anniversary of your subscription start date, monthly or annually according to your Plan. Usage Charges are billed in arrears, within fifteen (15) days after the end of each calendar month.

11.3 Automatic payment authorisation. This section applies only from the point you select a Plan and enter payment details — not during the free trial. By providing a payment method, you authorise us (and our payment processor) to charge that payment method for all amounts due under these Terms, without further authorisation for each transaction, including:

• (a) subscription fees on each billing date, including on automatic renewal;
• (b) Usage Charges;
• (c) applicable taxes; and
• (d) any other amount properly due.

This authorisation constitutes a recurring payment authority under applicable card network rules and remains in effect until you cancel under §15.4 or these Terms terminate.

11.4 Failed payments. If a payment fails, we may retry up to three (3) times within ten (10) business days. You must maintain a valid payment method with sufficient funds and update it promptly on expiry or change.

11.5 Late payment. If any amount is overdue:

• (a) we may suspend access under §16 on five (5) business days' notice;
• (b) interest may accrue at 1% per month or the maximum rate permitted under applicable law, whichever is lower;
• (c) you remain liable for all fees incurred before suspension; and
• (d) you must reimburse reasonable costs of collection, including legal fees.

11.6 Currency. Fees are charged in the currency of your market, as shown at signup and on every invoice — currently AED, EGP, SAR, or USD. Where you pay in another currency, conversion is at the rate applied by your payment provider, and you bear all conversion, cross-border, and bank charges.

11.7 Disputes and chargebacks. If you believe you have been incorrectly charged, notify us at support@gloora.ai within thirty (30) days of the charge. We will investigate in good faith and refund amounts incorrectly charged. We ask that you contact us before initiating a chargeback, so we can resolve it directly. Nothing in these Terms limits any right you have under card network rules or applicable law to dispute a charge with your card issuer.

11.8 No set-off. You may not withhold or set off any amount due, except to the extent of an amount we have agreed in writing is owed to you.

11.9 Verification. Your Plan, pricing, and tax treatment depend on information you give us — including your business location, number of locations, number of users, and VAT registration status. You must keep that information accurate and notify us within thirty (30) days of any change. We may request reasonable evidence to verify it. If verification shows you have been under-charged, we may invoice the difference for the affected period, up to a maximum of twelve (12) months in arrears.

12.1 Certain features — including SMS, voice, WhatsApp messaging, email, AI generation, and premium workflow executions — are billed by consumption at the rates published at gloora.ai/pricing and in Schedule B of your Order Form.

12.2 Variability. Usage Charges vary month to month and are not capped by your subscription fee. You are responsible for monitoring your consumption. Your current balance and real-time usage are visible in the Platform.

12.3 Prepaid balance — you cannot be charged more than you have loaded. Consumption-based features run on a prepaid balance held on your account.

• (a) Your current balance and your recent consumption are shown in the Platform at all times.
• (b) We notify you as your balance falls, at several thresholds before it is exhausted, so a shortfall is never a surprise.
• (c) When the balance reaches zero, consumption-based features pause automatically until you top up. We cannot and do not charge you beyond the balance you have loaded — there is no overdraft, no accrued usage debt, and no bill for consumption you did not fund in advance.
• (d) Paused features resume automatically once you top up. A pause under this clause is not a breach by us.
• (e) Core subscription features remain available while consumption-based features are paused; only consumption is affected.

12.4 Prepayment. We may require prepayment, a deposit, or a higher-assurance payment method for high-volume accounts, accounts with a history of failed payments, or accounts we reasonably assess as higher risk.

12.5 Third-party rate changes. Rates for consumption-based features depend on third-party providers. We may adjust Usage Charge rates on thirty (30) days' written notice at any time to reflect changes in third-party costs, taxes, or regulatory charges. If an increase exceeds 20% for a feature material to you, you may terminate the affected feature without penalty within thirty (30) days of the notice.

12.6 Records. Our usage records are the definitive record of consumption, absent manifest error. Detailed usage reports are available on request.

13.1 All fees are exclusive of taxes.

13.2 VAT. We will charge UAE Value Added Tax at the applicable rate where required by law. Our VAT TRN is 105295069600003 and will appear on all tax invoices.

13.3 Other taxes. You are responsible for all other taxes, duties, and levies imposed on your purchase or use of the Services, excluding taxes on our net income.

13.4 Withholding. If you are required by law to withhold or deduct any amount from a payment, you must gross up the payment so that we receive the full amount we would have received had no withholding applied, and provide evidence of remittance.

13.5 Tax information. You must provide accurate tax registration details and business location. If incorrect information causes us to under-collect tax, you are responsible for the shortfall and any penalty.

14.1 Subscription fees. We may change subscription fees on at least thirty (30) days' written notice to your registered email address. Changes take effect at the start of your next renewal period.

14.2 Your right to reject. If you do not accept a fee increase, you may cancel before it takes effect under §15.4. Continued use of the Services after the effective date constitutes acceptance of the revised fees.

14.3 Usage Charges. Governed by §12.5.

14.4 Annual subscriptions. Fee increases do not apply mid-term to a prepaid annual subscription; they take effect at renewal.

15.1 Term. These Terms begin when you accept them and continue until terminated ("Term").

15.2 Free trial — no payment details required, no automatic charge.

• (a) The free trial runs for seven (7) days from account creation. No payment details are required to start it.
• (b) Your trial will not convert automatically and you will not be charged anything at the end of it. There is nothing to cancel.
• (c) To continue after the trial, you must actively select a Plan and enter payment details. Your subscription — and the automatic renewal and automatic payment terms in §11.3 and §15.3 — begin only from that point.
• (d) If you take no action, your account moves to a restricted state at the end of the trial: you may sign in and export your data, but the Services stop operating. Scheduled messages, automations, and AI agents will not run.
• (e) Trial features may be limited. We may modify or withdraw trial offers at any time; this does not affect a trial already in progress.
• (f) One trial per business. We may refuse or terminate a trial where we reasonably believe you have already used one, including through a related entity, alternate email address, or additional location.

Because we do not take payment details at signup and nothing is charged automatically, this is not a negative-option or automatic-renewal offer, and no pre-charge notice is required.

15.3 Automatic renewal. YOUR SUBSCRIPTION RENEWS AUTOMATICALLY for successive periods equal to your then-current billing cycle (monthly subscriptions renew monthly; annual renew annually) unless you cancel before the renewal date. Your payment method will be charged automatically on each renewal date at the then-current rate.

15.4 How to cancel — simple and self-service.

You may cancel at any time, for any reason, directly in your account: Settings → Subscription → Cancel Subscription.

• No notice period is required.
• You do not need to contact us, call us, or obtain our confirmation.
• Cancellation is effective immediately on submission. We will email confirmation automatically.
• If the Platform is unavailable, you may cancel by emailing support@gloora.ai; cancellation is effective on the date you send that email, not when we reply.

15.5 Effect of cancellation. Cancellation stops future renewals. You retain access until the end of your current paid period, after which the account closes. Usage Charges incurred before the end of that period remain payable.

15.6 Refunds. Governed by the Refund & Cancellation Policy at gloora.ai/refunds. In summary: prepaid subscription fees are non-refundable except where these Terms expressly provide otherwise or applicable law requires; Usage Charges are not refundable, being based on actual consumption. Nothing limits any non-waivable statutory right you may have.

15.7 Termination by you for cause. You may terminate immediately if we materially breach these Terms and fail to cure within thirty (30) days of written notice. In that case we will refund prepaid subscription fees for the unused period.

15.8 Termination by us for cause. We may terminate immediately on written notice if:

• (a) you materially breach these Terms and fail to cure within thirty (30) days of notice;
• (b) you breach §6 (messaging), §7.3 (restrictions), §9.4 (prohibited data), or the AUP — no cure period applies to these;
• (c) you fail to pay and the failure continues for fifteen (15) days after notice;
• (d) you become insolvent, enter liquidation or administration, cease trading, or lose a licence necessary to operate;
• (e) you become subject to sanctions under §22; or
• (f) continued provision would in our reasonable judgment expose us to legal liability, regulatory action, or loss of a critical third-party service.

15.9 Termination for convenience by us. We may terminate for convenience on sixty (60) days' written notice, refunding prepaid subscription fees for the unused period.

15.10 Effect of termination. On termination: all rights granted to you cease; you must stop using the Services; all accrued amounts become immediately due; and §8.6 governs data export and deletion.

16.1 We may suspend your access, in whole or in part, immediately and without prior notice where:

• (a) we reasonably suspect a breach of the AUP, §6, §7.3, or §9.4;
• (b) your use poses a security risk, threatens the integrity or performance of the Services, or risks harm to us or other clients;
• (c) we reasonably suspect fraud, unlawful activity, or unauthorised access;
• (d) a third-party provider (including Meta or a carrier) requires it, or your activity risks our account with them;
• (e) we are required to by law, regulator, or court order;
• (f) payment is overdue under §11.5; or
• (g) your credit limit is reached under §12.3.

16.2 Notice and restoration. We will notify you as soon as reasonably practicable and, where feasible and lawful, give you an opportunity to remedy. We will restore access promptly once the cause is resolved.

16.3 Fees during suspension. Suspension under §16.1(a)–(f) does not relieve you of payment obligations. We are not liable for any loss arising from a suspension properly made under this section.

17.1 "Confidential Information" means non-public information disclosed by one party to the other that is marked confidential or would reasonably be understood as confidential, including business plans, pricing, technical data, security information, trade secrets, and customer information.

17.2 Obligations. Each party will: keep the other's Confidential Information confidential; use it only to perform under these Terms; protect it with no less than reasonable care; and limit access to personnel and advisers who need it and are bound by equivalent obligations.

17.3 Exclusions. These obligations do not apply to information that: is or becomes public without breach; was rightfully known before disclosure; is rightfully received from a third party without restriction; or is independently developed without use of the Confidential Information.

17.4 Compelled disclosure. A party may disclose where required by law or regulator, provided it gives prompt notice where lawfully permitted and discloses only what is required.

17.5 Duration. These obligations survive for three (3) years after termination — and, for trade secrets and source code, for as long as the information remains a trade secret under applicable law.

18.1 Mutual. Each party warrants it has full power and authority to enter into these Terms.

18.2 Our warranty. We warrant we will provide the Services with reasonable skill and care in accordance with §3.3.

18.3 DISCLAIMER. EXCEPT AS EXPRESSLY STATED, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, AND ANY WARRANTY ARISING FROM COURSE OF DEALING OR TRADE USAGE.

18.4 No warranty as to results. We do not warrant that the Services will be uninterrupted, timely, secure, or error-free; that defects will be corrected; that the Services will meet your requirements; or that they will produce any particular business result, revenue increase, booking volume, or reduction in no-shows. Any performance figures in our marketing are illustrative, not guarantees.

18.5 Beta features. Features designated beta, preview, or early access are provided as-is, without warranty or support, may be modified or withdrawn at any time, and should not be used for critical operations.

18.6 Statutory rights. Nothing excludes any warranty or right that cannot lawfully be excluded.

19.1 Your indemnity. You will defend, indemnify, and hold harmless Gloora AI, its affiliates, and their respective officers, directors, employees, and agents from and against all claims, demands, proceedings, losses, damages, fines, penalties, and costs (including reasonable legal fees) arising out of or relating to:

• (a) your messaging and marketing activities, including any claim under the TCPA, CAN-SPAM, CASL, GDPR, UK GDPR, ePrivacy, UAE PDPL, TDRA rules, or equivalent law;
• (b) Client Data, including its collection, accuracy, legality, and your lack of consent or lawful basis;
• (c) your breach of §6, §7.3, §9.4, or the AUP;
• (d) AI output you sent, published, or relied upon, or your failure to make a required AI disclosure under §10.4;
• (e) your violation of any law or third-party right;
• (f) any claim by an End Customer, your staff, or a third party arising from your business, services, or use of the Services;
• (g) any claim that Client Data infringes a third-party intellectual property or privacy right; and
• (h) your upload of prohibited data under §9.4.

19.2 Our indemnity. We will defend you against any third-party claim that the Platform, as provided by us and used in accordance with these Terms, infringes that third party's intellectual property rights, and pay damages finally awarded or agreed in settlement.

19.3 Exclusions from our indemnity. §19.2 does not apply to claims arising from: Client Data; your breach of these Terms; modification of the Services by anyone other than us; combination with anything not supplied by us; use after we notify you to stop; third-party services; or beta features.

19.4 Our remedies. If the Platform is or may become subject to an infringement claim, we may at our option procure the right to continue use, modify or replace the affected part, or terminate the affected Services and refund prepaid fees for the unused period. This §19.2–19.4 states our entire liability for intellectual property infringement.

19.5 Procedure. The indemnified party must give prompt written notice, allow the indemnifying party sole control of defence and settlement (provided no settlement imposes non-indemnified liability or admission without consent), and give reasonable cooperation at the indemnifying party's expense.

20.1 Exclusion of indirect loss. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, BUSINESS, GOODWILL, ANTICIPATED SAVINGS, OR DATA, HOWEVER ARISING AND EVEN IF ADVISED OF THE POSSIBILITY.

20.2 Liability cap. OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS AND THE SERVICES — WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, OR OTHERWISE, AND ACROSS ALL CLAIMS COMBINED — WILL NOT EXCEED THE TOTAL FEES YOU ACTUALLY PAID US IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE FIRST CLAIM.

20.3 Scope. The cap in §20.2 is aggregate, not per claim, and extends to our affiliates, officers, directors, employees, agents, licensors, and suppliers.

20.4 Exceptions. Nothing limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any liability that cannot lawfully be limited.

20.5 Exclusions from the cap. The cap in §20.2 does not apply to, and there is no limit on, your liability for:

• (a) amounts you owe us under §11, §12, and §13;
• (b) your indemnity obligations under §19.1;
• (c) your breach of §7.3 (restrictions and anti-competition);
• (d) your breach of §9.4 (prohibited data); or
• (e) your infringement of our intellectual property rights.

20.6 Basis of the bargain. You acknowledge that the fees reflect this allocation of risk, and that we would not provide the Services on these prices without it.

20.7 Time limit. Except for payment claims, no claim may be brought more than twelve (12) months after the cause of action arose, to the extent permitted by law.

21.1 Sanctions. You represent and warrant on a continuing basis that neither you, nor any of your owners, directors, officers, or affiliates, is: listed on any sanctions list maintained by the UAE, the United Nations, the United States (including OFAC's SDN list), the European Union, or the United Kingdom; owned or controlled by any such person; or located, organised, or resident in a comprehensively sanctioned territory.

21.2 Prohibited use. You must not use the Services to transact with, or send communications to, any sanctioned person or comprehensively sanctioned territory.

21.3 Export control. You must comply with all applicable export control laws and must not export or re-export the Services in breach of them.

21.4 Anti-bribery. Each party will comply with applicable anti-bribery, anti-corruption, and anti-money-laundering laws.

21.5 Consequences. Breach of this §21 is a material breach not capable of cure, and we may suspend or terminate immediately without liability or refund.

22.1 We may update these Terms. The current version is always at gloora.ai/terms, with a version number and effective date.

22.2 Notice.

Change type	Notice	Effect
Minor — typos, clarifications, formatting	Posted	Immediate
Material — new obligations, changed rights, new fee mechanisms	30 days' email notice summarising the change	On the stated effective date

22.3 Your choice. If you do not accept a material change, you may cancel under §15.4 before it takes effect. Continued use after the effective date constitutes acceptance.

22.4 Archive. Previous versions remain available at gloora.ai/terms/archive.

23.1 To you. We may give notice by email to your registered address, or by a prominent in-Platform notice. Email notices are deemed received on sending, provided no delivery failure is received. It is your responsibility to keep your email address current and monitored.

23.2 To us. Notices must be sent to support@gloora.ai, and for termination or cancellation to support@gloora.ai. Notices to us are deemed received on the next business day after sending. (Note: no acknowledgment by us is required for your notice to be effective.)

23.3 Formal legal notices must additionally be sent by courier to GLOORA AI FZC LLC, AMC Boulevard-A Building, Ajman Media City, Ajman, UAE.

24.1 Governing law. These Terms and any dispute arising out of them are governed by the laws of the United Arab Emirates, without regard to conflict of laws principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

24.2 Good faith resolution. Before commencing proceedings, the parties will attempt in good faith to resolve the dispute through senior-level discussions for thirty (30) days after written notice of the dispute.

24.3 Claims below the threshold. For claims where the total amount in dispute is less than AED 200,000, either party may bring proceedings in the courts of Ajman, United Arab Emirates, which have non-exclusive jurisdiction. (This keeps small claims — particularly debt recovery — economically enforceable.)

24.4 Claims above the threshold. For claims of AED 200,000 or more, the dispute will be finally resolved by arbitration administered by the Dubai International Arbitration Centre (DIAC) under its Rules. The seat is Dubai, UAE; the tribunal is one arbitrator; the language is English.

24.5 Injunctive relief. Nothing prevents either party from seeking urgent injunctive or equitable relief in any court of competent jurisdiction to protect intellectual property, confidential information, or data security.

24.6 Class action waiver. To the maximum extent permitted by law, disputes will be brought only in an individual capacity, and not as a plaintiff or class member in any class, collective, or representative proceeding. If this waiver is held unenforceable in a jurisdiction, §24.4 does not apply to that claim in that jurisdiction.

25.1 Entire agreement. These Terms and the documents in §1.5 constitute the entire agreement and supersede all prior agreements, proposals, and representations. Neither party has relied on any statement not set out in them. Nothing limits liability for fraudulent misrepresentation.

25.2 Assignment. You may not assign or transfer these Terms, including by change of control, without our prior written consent. We may assign freely, including to an affiliate or in connection with a merger, acquisition, reorganisation, or sale of assets. Any purported assignment in breach is void.

25.3 Subcontracting. We may use subcontractors and sub-processors, and remain responsible for their performance.

25.4 Force majeure. Neither party is liable for failure or delay caused by circumstances beyond its reasonable control, including act of God, war, terrorism, civil unrest, epidemic or pandemic, government action, sanctions, strike, fire, flood, failure or outage of internet, telecommunications, cloud infrastructure, AI model providers, or third-party messaging platforms, cyber-attack, or denial-of-service attack. The affected party must notify the other as soon as reasonably practicable, describe the event and its expected duration, and use reasonable efforts to mitigate and resume performance. If the event continues beyond sixty (60) days, either party may terminate on written notice without liability. This does not excuse payment obligations for Services already provided.

25.5 Severability. If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary to make it enforceable, or severed, and the remainder continues in full force.

25.6 Waiver. No failure or delay in exercising a right operates as a waiver. No waiver of a breach is a waiver of any subsequent breach.

25.7 Survival. The following survive termination: §2, §3.10, §7, §8.1–8.2 and 8.4–8.7, §9 (as applicable), §10.5–10.6, §11 (accrued amounts) and §11.9, §13, §17, §18.3, §19, §20, §21, §23, §24, and §25.

25.8 No partnership. Nothing creates a partnership, joint venture, agency, or employment relationship. Neither party may bind the other.

25.9 No third-party beneficiaries. These Terms confer no rights on any third party, except that (a) our Affiliates, officers, employees, licensors, and suppliers may enforce §20, and (b) app store operators may enforce §25.13.

25.10 Publicity. We may identify you as a client and use your business name and logo on our website, in client lists, and in marketing materials. You may opt out at any time by emailing support@gloora.ai, and we will cease such use within thirty (30) days. Any other use requires your consent.

25.11 Non-solicitation. During the Term and for twelve (12) months after, you will not directly solicit for employment any Gloora AI employee with whom you had material contact. This does not restrict general advertising not targeted at our personnel.

25.12 Language. These Terms are drafted in English. Any translation, including into Arabic, is provided for convenience only; the English version prevails in the event of conflict, except where applicable law requires otherwise. You acknowledge that proceedings before the UAE courts are conducted in Arabic and may require a certified translation, the cost of which is borne by the party filing.

25.13 Mobile applications. Where you access the Services through an application obtained from a third-party app store:

• (a) these Terms are between you and us only, not with the app store operator, which has no responsibility for the application or the Services;
• (b) the app store operator has no obligation to provide maintenance or support;
• (c) the app store operator is not responsible for any claim relating to the application, including product liability, legal compliance, or intellectual property infringement, and any such claim is governed by §19; and
• (d) the app store operator and its subsidiaries are third-party beneficiaries of this §25.13 and may enforce it against you.

25.14 Electronic acceptance. You agree that electronic acceptance — including ticking a checkbox — constitutes a valid signature, and that electronic records satisfy any legal requirement for writing. This is recognised under UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

25.15 Headings. Headings are for convenience only and do not affect interpretation.

25.16 Interpretation. "Including" means "including without limitation". These Terms will not be construed against a party by reason of that party having drafted them.

These apply only where you are established, or your End Customers are located, in the relevant region. Where they conflict with the main body, these prevail.

26.1 European Economic Area and United Kingdom

• (a) The DPA and its Standard Contractual Clauses apply to all processing of personal data of EEA/UK data subjects.
• (b) We have not yet appointed a representative under GDPR Article 27 or the UK GDPR. We will appoint one and publish their name and address in this clause before we accept a customer established in the EEA or the United Kingdom.
• (c) EU AI Act. You act as the deployer of AI systems made available through the Platform and are responsible for deployer obligations, including transparency under Article 50. We act as provider and will make available the technical means to meet them. See §10.4.
• (d) Nothing excludes liability that cannot be excluded under mandatory EEA or UK law.
• (e) Where required by local law, tacit renewal provisions in §15.3 apply only to the extent permitted, and you may cancel at any time under §15.4.

26.2 United States

• (a) Auto-renewal. Consistent with state automatic renewal laws, the renewal terms, price, and cancellation method are disclosed clearly and conspicuously at the point of purchase, and cancellation is available online through the same medium in which you subscribed. See §15.4.
• (b) TCPA. You are the initiator of all SMS, MMS, and voice calls (including AI-generated voice calls) made through the Services and are solely responsible for prior express written consent, calling-time restrictions, identification requirements, internal do-not-call lists, and the National Do Not Call Registry. §19.1(a) applies.
• (c) HIPAA. We are not a Business Associate and no BAA is in force unless separately executed. See §9.4.
• (d) California. For CCPA/CPRA purposes we act as a Service Provider and will not sell or share personal information, or retain, use, or disclose it other than for the business purpose of providing the Services.

26.3 Canada

• (a) CASL. You are the sender of all commercial electronic messages sent through the Services and are solely responsible for express or implied consent, identification, and unsubscribe requirements. §19.1(a) applies.
• (b) You are responsible for compliance with PIPEDA and provincial privacy laws, including Quebec's Law 25.

26.4 UAE and GCC

• (a) You are responsible for compliance with UAE PDPL and applicable TDRA rules on direct marketing and bulk messaging, and with equivalent laws in other GCC states.
• (b) Content must comply with UAE laws on advertising, public morals, and cyber-crime.
• (c) Healthcare and cosmetic advertising must comply with applicable health authority rules (including DHA, DoH, and MOHAP), and you are responsible for holding all required licences and advertising permits.

GLOORA AI FZC LLC AMC Boulevard-A Building, Ajman Media City, Ajman, United Arab Emirates Trade Licence No. 50100 · VAT TRN 105295069600003

Purpose	Email
Legal, data protection	support@gloora.ai
Support, cancellation	support@gloora.ai
Billing	support@gloora.ai
Security, abuse	support@gloora.ai

Terms of Service v1.1 — effective 11 August 2026. Previous versions: gloora.ai/terms/archive.