Terms of Use

1. Who we are

Sarai is provided by Sarai Technologies Private Shareholding Company (شركة سراي للتكنولوجيا ش.م.خ), Companies Registry no. 565053154, based in Ramallah, Palestine. "We" means the company; "you" means the business subscribed to Sarai and anyone using the Service on its behalf.

2. The Service

Sarai includes Sarai Chat (one inbox for WhatsApp, Instagram, Messenger, TikTok, Telegram, website chat, email and other available channels), the Sarai Dashboard (tickets and leads boards and admin tools), Sarai AI, and commerce and appointment modules when available. We may develop the Service and add, change or retire features, and we will tell you in advance of any change that materially reduces what you pay for.

3. Account and team

You are responsible for accurate information, protecting passwords, the staff you add and the permissions you give them, and all activity in your account. We recommend two-step verification for every user. Tell us immediately at [email protected] if you suspect unauthorised use.

4. Plans and the free month

Sarai has three plans (Starter, Growth, Custom) as shown on the pricing page. Every new account starts with a full free month from sign-up, with no credit card, and you choose your plan before the month ends.

5. Payment

Subscriptions are paid in advance, monthly or yearly, by the payment method agreed with Sarai. Prices exclude taxes and transfer fees, if any. Prices may change with 30 days' prior notice. The first 20 paying businesses keep their price (founders' price) for 12 months.

6. End of the free month or non-payment

If the free month ends without choosing a plan, or the subscription is not paid, the account stays active for a 7-day grace period, then is paused. We keep the data for 30 days after the pause, then delete it.

7. Cancellation

You can cancel at any time. The Service continues until the end of the paid period, and we do not refund partial periods. Before deletion you can ask for a copy of your data (see section 13).

8. Meta and WhatsApp

• Sarai connects to WhatsApp, Instagram and Messenger only through Meta's official interfaces (WhatsApp Business Platform – Cloud API). Sarai is not affiliated with or representing Meta.
• Your Page, Instagram account and WhatsApp Business number stay yours, under your own Meta account.
• Connecting these channels is subject to Meta's terms and policies, and you comply with the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy and Instagram and Messenger policies.
• You obtain your customers' opt-in before you start conversations with them or send them template messages, and you honour opt-out requests immediately.
• If you use automated replies or Sarai AI, you give your customers a clear, quick way to reach a human.
• WhatsApp message fees are charged by Meta directly to your WhatsApp Business account and are not part of the Sarai subscription.
• Meta may restrict or suspend a number or account under its policies. This is outside Sarai's control, but we will help you understand and address the cause where we can.

9. Other channels and third-party services

Other social media and messaging platforms you connect, such as TikTok and Telegram, are governed by their own terms and policies, and you must follow them. For TikTok, these are its Terms of Service, Community Guidelines and business messaging policies. Sarai is not affiliated with these platforms and does not represent them. Each platform sets its own messaging rules, for example who may start a conversation and how long you have to reply, and Sarai works within them. Your accounts on these platforms remain yours. A platform may restrict or suspend them, and Sarai cannot control this.

On every channel, you must get your customers' consent where the platform or the law requires it and honour opt-out requests right away. If you use automated replies or Sarai AI, you must give customers a clear, quick way to reach a person.

When you connect an outside service, such as a delivery company, that provider's own terms and policies apply, and we send it only the data you request. We are not responsible for outages, changes or errors of third-party services, such as delayed or lost shipments or wrong shipping status.

10. Sarai AI

• Sarai AI assists your team and replies to your customers based on the information and settings you provide. AI replies can sometimes be inaccurate, and you are responsible for the information you give it and for reviewing its settings.
• Do not use Sarai AI to give medical, legal or financial advice, or to make decisions with legal effects on people without human review.
• Make clear to your customers that they are talking to an automated assistant where the law requires, and keep handover to a human available.
• Do not use Sarai to offer a general-purpose AI assistant on WhatsApp or other Meta channels; Sarai AI is for serving your business's customers and sales.
• We do not use your data or your customers' data to train any AI model.

11. Your customers' data

• Your customers' data and your content belong to you. You are responsible for collecting it lawfully and having a legal basis to process it; Sarai processes it on your behalf and only on your instructions to provide the Service, as described in the Privacy Policy.
• We bind our staff and processors to confidentiality. The list of processors is in the Privacy Policy, and we update it before adding a new processor of your customers' data.
• We help you answer your customers' requests (access, correction, deletion).
• If a breach affects your data, we tell you without undue delay (our target is within 72 hours of confirming it).
• WhatsApp Business data: to the extent we access data you obtain from using the WhatsApp Business Platform, we commit to (a) use and process it only on your behalf and on your instructions to provide the services you request, and for no other purpose, including our own; (b) process it in line with the WhatsApp Business terms and Meta's terms and policies; (c) not share, sell or license it to anyone except the processors needed to provide the Service; (d) not use it, including in anonymous or aggregated form, to create, train or improve any AI model.
• A data processing agreement (DPA) is available on request at [email protected].

12. Acceptable use

You may not use Sarai for:

• spam, messaging people without their consent, or ignoring opt-out requests;
• selling goods or services that are illegal or prohibited by Meta's Commerce Policy or in your country;
• fraud, deception, or impersonating any person or organisation;
• spreading malware, malicious links, or content that breaks the law or Meta's policies;
• infringing intellectual property or other people's privacy;
• collecting sensitive data (such as health data or full card numbers) through conversations without a legal basis;
• trying to access other merchants' data, probing, disrupting or overloading the Service, or reverse engineering it;
• reselling or renting the Service without a written agreement with us.

13. Suspension and termination

Sarai may suspend or terminate an account for breaching these terms or the policies of a connected platform (such as Meta or TikTok), for a risk to the Service or other users, or if a competent authority requires it. We give notice where possible and suspend immediately if the risk is serious. When a subscription ends or is terminated, you can request a copy of your data in a common format (such as CSV) during the retention period; we then delete it under the Privacy Policy.

14. Availability

We work to keep the Service available and stable at all times, but it may occasionally stop for maintenance, updates, faults or provider outages. We give advance notice of planned maintenance where possible. We do not guarantee a specific uptime unless agreed in writing in a Custom plan.

15. Intellectual property

Sarai, its software, design and brand belong to Sarai Technologies. You grant us a limited licence to host and process your content only as needed to provide the Service. If you send us suggestions to improve Sarai, we may use them without obligation to you. The Service uses open-source components that remain subject to their own licences.

16. Confidentiality

Each party keeps confidential the non-public information it receives from the other and uses it only to perform these terms.

17. Disclaimer

To the extent the law allows, the Service is provided "as is", and we do not guarantee that it will be entirely error-free or uninterrupted, or that it will achieve specific business results.

18. Limitation of liability

To the extent the law allows, Sarai is not liable for indirect losses or loss of profits, data or reputation. Sarai's total liability for any claim does not exceed the fees you paid in the three months before the claim. This section does not limit any liability that cannot legally be limited.

19. Indemnity

You cover Sarai against any third-party claim arising from your content or messages, or from your breach of these terms, the law or Meta's policies.

20. Force majeure

Neither party is liable for delay or failure caused by circumstances beyond its reasonable control, such as power or internet outages, war, movement restrictions, disasters, or major provider failures.

21. Governing law

These terms are governed by Palestinian law. We will first try to resolve any dispute amicably within 30 days of written notice; otherwise the courts of Ramallah have jurisdiction.

22. Changes

We will email you about any material change to these terms 30 days before it takes effect, unless the law or security requires a faster change. Continuing to use the Service after the change takes effect means you accept it.

23. General

These terms, the Privacy Policy and any written agreement between us are the entire agreement. If a clause is invalid, the rest remains in force. Not enforcing a clause is not a waiver. You may not transfer your account to another party without our consent; we may do so as part of a merger or acquisition. If the Arabic and English versions differ, the Arabic version prevails.

24. Contact

Questions about these terms: [email protected]
Privacy and data: [email protected]
Sarai Technologies Private Shareholding Company · Companies Registry no. 565053154 · Ramallah, Palestine