Terms of Service
1. About these terms
These terms are an agreement between Basirah (“we”, “us”) and the business that signs up for our services (“you”, the “client”). By using our services, you accept these terms.
Your order form or plan sets out what you buy and its price. If it conflicts with these terms, the order form applies.
If you are a person messaging a business that uses Hala, your relationship is with that business. Our Privacy Policy explains how we handle your data.
2. Our service
Hala is an AI front desk for WhatsApp. It answers your customers’ messages using the information you give it, offers and books appointments, and passes conversations to your staff. Features depend on your plan.
We may improve or change features. We will tell you before we remove a feature you rely on.
Daftar, our planned back-office product, is not available yet.
3. AI may make mistakes
Hala uses artificial intelligence. It can misunderstand a message or give a wrong or incomplete answer.
- Hala is not a doctor and not an emergency service. It does not give medical, legal or financial advice.
- Every new client starts in Assist mode for at least the first two weeks. In Assist mode, your staff approve each reply that Hala writes before it is sent. Fixed safety messages, such as the emergency message, go out at once.
- You decide when Hala may act on its own, and for which tasks.
- Check Hala’s work regularly, and tell us about any mistake you find.
4. You approve the rules
You give us your services, prices, hours, staff and answers to common questions. You approve them before Hala uses them. Hala uses only this information, so keep it accurate and up to date.
You also choose Hala’s mode and the rules it follows, within the limits we set. Some safety rules cannot be turned off, such as the rules on medical advice and emergencies.
5. Your WhatsApp account and Meta fees
- Your WhatsApp Business account and phone number belong to you. You connect them to Hala, and you can disconnect them.
- You must follow Meta’s terms and WhatsApp’s business policies. This includes getting customers’ permission before you message them first.
- Meta charges you directly for WhatsApp messages. You pay these fees to Meta. They are not part of our price.
- If Meta limits or blocks your account, Hala may stop working for you. We are not responsible for Meta’s decisions.
6. Your other responsibilities
- Use Hala lawfully. Do not use it for spam, or for unlawful, misleading or harmful messages.
- Tell your customers that an automated assistant may answer their messages, and give them your own privacy notice.
- Clinics: get patients’ consent where it is needed, and follow Ministry of Health rules.
- Check the replies and bookings that your staff approve.
- Keep dashboard logins private. Give access only to people who need it, and remove it when they leave.
- You are the controller of your customers’ data. We process it for you, as our Privacy Policy describes. Where we sign a data processing agreement with you, it forms part of these terms.
7. Ownership
We own Hala and its software. You own your business information and your customers’ data.
8. Fees and payment
You pay the fees and setup charges in your order form or plan, on the dates it sets out. We will tell you before any price change takes effect. If fees are not paid, we may suspend the service after telling you.
9. Availability
We work to keep Hala running, but we cannot promise it will always be available or free of errors. We may pause the service for maintenance, or to protect safety and security.
10. Suspension and ending the service
- You may end the service at any time by telling us in writing, as your order form allows.
- We may suspend or end the service if you break these terms, do not pay or misuse the service, or if Meta or the law requires it. Where we can, we will tell you first.
- When the service ends, we disconnect your WhatsApp number from Hala. You can ask for a copy of your data. We then delete it as our Privacy Policy describes.
11. Limitation of liability
- To the extent the law allows, our total liability to you under these terms is limited to the fees you paid us in the 12 months before the claim.
- To the extent the law allows, we are not liable for indirect losses, such as lost profits, lost bookings or lost data.
- Nothing in these terms limits any liability that the law does not allow us to limit.
12. Changes to these terms
We may update these terms. We will post the new version here with a new effective date, and tell clients by email before an important change takes effect. If you keep using the service after that, the new terms apply.
13. Governing law
These terms are governed by the laws of the State of Kuwait. The courts of the State of Kuwait will decide any dispute.
14. Contact us
BasirahEmail: info@basirahkw.com
Phone: +965 6513 7575