Terms & Conditions

1. Definitions

• "AQIL" or "we": شركة عاقل لتقنية المعلومات والذكاء الاصطناعي, provider of the AI voice agent service.
• "Customer": the business subscribing to or requesting the service.
• "User": the person authorized by the Customer to use the AQIL dashboard.
• "Service": the AI voice agent and the tools and reports available inside the AQIL dashboard.

2. Nature of the service

AQIL is a managed service. Setup and customization are performed by our team based on the customer's business. The voice agent uses AI and typically requires ongoing tuning based on actual usage data.

Live operation may involve connecting a business phone number and channels, depending on the plan and the applicable technical and regulatory requirements.

3. Accounts and access

• The AQIL team creates the business account after reviewing the subscription request.
• The Customer is responsible for the accuracy of provided information and for keeping it up to date.
• Users are responsible for the confidentiality of their credentials and for all activity under their accounts.

4. Plans and pricing

• Published prices are exclusive of VAT.
• Subscription fees are paid in advance for the plan duration.
• Minutes are counted based on the actual call duration; failed calls or calls that never reached the agent are not counted.
• Add-on minutes do not extend the plan duration and expire with the current subscription.
• Enterprise plan details are defined in a separate quote or agreement.

5. Unused minutes and safety buffer

For the monthly plan, unused minutes expire at the end of the monthly billing cycle and do not roll over. For the 3-month plan, the 1,500-minute balance is available across the full plan duration and expires at its end. Add-on minutes expire with the current subscription and do not extend the plan duration, subject to the refund policy and applicable statutory rights.

When the base minutes are fully consumed, a safety buffer equal to 10% of the plan's minutes is granted once per billing cycle to avoid sudden service interruption. The buffer does not roll over, cannot be exchanged for cash, and does not renew when add-on minutes are purchased. After it is used, an add-on top-up is required for calls to continue.

6. Business number and telecom provider

• Running live calls may require connecting a business phone number and paying separate telecom provider fees.
• Connectivity and activation are subject to the applicable technical and regulatory requirements in the Kingdom.

7. Customer responsibilities

• Provide AQIL with the information required to configure the agent accurately (knowledge base, services, pricing, processes).
• Comply with applicable regulations when handling customer data and obtain any required consents.
• Maintain human oversight on sensitive or legally significant decisions.

8. Recordings and caller notice

The agent may record calls and generate summaries to improve the service and provide support. The Customer is responsible for properly notifying their callers and obtaining any required consents.

9. Nature of AI systems

AI systems may occasionally produce inaccurate responses. The service is not a full replacement for human staff and should not be relied on alone for sensitive decisions without human review.

10. Third-party integrations

Some features (such as appointment booking or call routing) may depend on third-party systems governed by their own terms, and may be affected by their availability.

11. Intellectual property

All intellectual property rights in the platform, the agent, and the tools remain with AQIL. The Customer receives a non-exclusive, non-transferable license to use the service during the subscription period.

12. Acceptable use

Use of the service is subject to the Acceptable Use Policy published on the website. AQIL may suspend or terminate the service in cases of violation, misuse, or non-payment.

13. Cancellation and refunds

Cancellation and refund requests are subject to the published Refund Policy and applicable statutory rights.

14. Liability limits

The service is provided on a reasonable professional care basis. To the maximum extent permitted by law, AQIL is not liable for indirect or consequential damages arising from use of the service. This clause does not affect any non-waivable statutory rights.

15. Force majeure

Neither party is liable for delays or failures caused by events beyond its reasonable control.

16. Changes to the service or these terms

AQIL may update these terms or service features from time to time. Updates take effect when published on the website.

17. Governing law and jurisdiction

These terms are governed by the laws of the Kingdom of Saudi Arabia. The competent judicial bodies in the Kingdom have jurisdiction over any dispute arising out of them.

18. Contact

For questions about these terms, please reach us via the Contact page.