Terms of Service

These terms govern the use of Kalim — a business communication and messaging platform. By using the service the company accepts them in full. They address the customer company; the end customer is covered by the Privacy Policy and the data deletion page.

This is a translation of the Arabic original. Where the two differ, the Arabic version governs.

1What the service is

Kalim is a platform through which a company manages its conversations with its customers: a unified inbox · routing to the team · templates · campaigns · reports · integration with the company's systems. The platform offers automated reply bots as one of its tools, and an explicit deterministic path together with an escalation path to a human always precedes the AI bot.

Conversations run over channels owned by third parties, first among them the WhatsApp Business Platform operated by Meta. Kalim is a technical provider that connects a company's account to the channel and manages its messages on it; we neither own the channel nor set its rules.

2Eligibility and sectors

• The service is for registered commercial entities, and registration requires choosing a business sector from a closed list. There is no free-text field for this purpose.
• The sector determines which content policy applies and which surfaces are enabled. Some sectors are restricted from, or barred from, particular commercial surfaces.
• An account without a complete sector classification sends nothing. The default failure is a block.
• We may require evidence of a practising licence for regulated sectors. That evidence is evaluated on every send, so having produced it once at registration is not enough.

3Obligations of the customer company

• No sending without a recorded consent in the required message category. The system blocks, and there is no override mode.
• No prohibited content. Every outgoing text is checked — after normalising Arabic and Arabizi spelling — before it is handed to any provider. The block occurs before any quota or cost is consumed.
• Opt-outs are respected immediately and permanently, and propagate across all of the company's numbers.
• Accuracy of uploaded data, and a lawful basis held by the company for every contact it has imported.
• It is prohibited to use the service for unsolicited bulk sending, impersonation, or circumventing content controls.

4Bots and automated replies

• Every automated flow requires a published human escalation path — a configuration without one fails validation and is not activated.
• A bot does not answer on price, stock, order status, or delivery time without a genuine tool receipt; without one the send is refused, regardless of confidence score.
• No document or invoice is sent without documented human review — in any sector.
• When a tool fails, the bot says so and hands over. It does not guess.

5Fees

• The subscription is billed programmatically, and consumed tokens are measured by independent published counters.
• We do not resell provider messages at a margin. Provider costs appear as they are and are settled on the provider's own path.
• Test traffic is excluded from every invoice and every report by default, and is flagged from the moment it is created.
• Every send attempt is recorded separately — three retries are three events, not one.

6Suspension and termination

• An account may be suspended immediately upon a violation that threatens continuity of service for other customers, and the customer is notified with the classified reason.
• The customer may terminate at any time.
• On termination: data export is available for a published grace period, after which data is deleted in accordance with the Privacy Policy — except what must be retained by law, and the compliance log, which is anonymised rather than deleted.

7Service availability

The service depends on messaging channels owned by third parties, including the WhatsApp channel operated by Meta. Those parties may change their rules or their prices, or withdraw one of their capabilities, by unilateral decision, and this has happened in the market more than once. We give notice of what we know as soon as we know it. The continuation of a capability whose fate is decided by a third party is not in our hands and is not guaranteed by us.

8Intellectual property

The platform and its software are ours. A company's content and its customers' data belong to that company, and we do not use them for any purpose beyond providing the service to it, nor to train any model that serves another customer.

9Limitation of liability

The service is provided as is. To the extent permitted by law, we accept no liability for indirect or consequential damages. Nothing in this clause limits a liability that cannot lawfully be limited.

10Governing law

These terms are governed by Egyptian law, and the courts of القاهرة have jurisdiction over any dispute arising from them.

11Amendment

Every version carries a version number and an effective date, and material changes are notified before they take effect.

12Contact