Terms of Service

1. Parties to this agreement

These terms form a binding agreement between you — the "Customer" or "Merchant" — and NAWAH OFFICE, a sole proprietorship registered in the commercial registry of the Babylon Chamber of Commerce under number 95293, operating in software solutions, at: Hilla Nader 1, near the medical center — Babil, Iraq.

By using the platform or creating an account you confirm that you have read and accepted these terms. If you do not accept them, do not use the service.

2. Definitions

• Platform — the Nawah software and its interfaces, the site nawah.io, and any application we publish under the Nawah name.
• Connected account — a Facebook Page or Instagram account the Customer connects to the platform with their permission.
• End-customer — a person who messages the connected account.
• Draft — the reply the platform generates before it is approved or sent.

3. Eligibility and account

• The service is directed at business owners and is not offered to anyone under 18.
• You undertake to provide accurate registration information and to keep it current.
• You are responsible for the confidentiality of your credentials and for all activity under your account. Notify us immediately of any suspected unauthorised use.
• You confirm that you own the connected account, or hold explicit authorisation from its owner to connect it.

4. What the service does

The platform reads messages and comments arriving at the connected account, builds a knowledge base from the merchant content you supply, generates draft replies in Arabic — including Iraqi dialect — and lets you approve, edit, or auto-send them according to the setting you choose.

5. Limits of AI

Replies are generated by a language model, and language models make mistakes: one may quote an outdated price, misread a question, or phrase something in a way that does not match your shop's policy. The platform is designed to reduce this — it grounds answers in your own content and escalates to a human when it does not know rather than guessing — but we do not warrant the accuracy or suitability of any particular reply.

Prices, specifications, and commitments appearing in replies originate from what you supply to us, and keeping them current is your responsibility.

6. Acceptable use

You undertake not to use the platform for any of the following:

• Sending unsolicited bulk messages, or promotional messages outside what Meta's policies permit.
• Selling or promoting goods or services that are unlawful, or prohibited by Meta's commerce policies.
• Impersonating a person or entity, or implying that a reply comes from an official body other than yourself.
• Collecting end-customer data for any purpose other than serving them, or selling that data.
• Attempting to breach, disrupt, or reverse-engineer the platform, or to circumvent usage limits.
• Reselling the platform or renting out access to it without a written agreement with us.

You also undertake to comply with the Meta Platform Terms and policies in everything concerning the connected account, including the 24-hour messaging window rules. Violating those policies may lead Meta to restrict your account, which is outside our control.

7. Subscription, pricing, and payment

• The service is provided by subscription. The plan, its price, and its usage limits are set out in the quotation or order form you sign, which forms part of this agreement.
• Subscriptions are paid in advance for each term, unless agreed otherwise in writing.
• Fees for a term that has begun are not refundable, unless the interruption of service is attributable to us; in that case we extend the term by the equivalent period or refund its value, at our option.
• We notify you by email 30 days before any price change takes effect, and the change applies only from the following term.
• Prices exclude taxes and any transfer fees, which you bear.
• If payment is more than 14 days overdue we may suspend the service after notifying you.

8. Intellectual property

The platform, its code and interfaces, and the "نواة / NAWAH" name and visual identity belong to us. This agreement grants you nothing more than a personal, non-exclusive, non-transferable right to use them for the duration of your subscription.

Your merchant content — your posts, product descriptions, knowledge base, and conversation text — remains yours. You grant us a limited licence to process it for one purpose: operating the service for you. That licence ends when the agreement ends, and data is deleted as described in the Privacy Policy.

We may use aggregated, de-identified operational data (such as message counts and response times) to improve the platform. It contains no conversation content and nothing that identifies a particular merchant.

9. Data and privacy

Data processing is governed by the Privacy Policy, which forms an integral part of these terms. In short: we do not sell data, do not use it for advertising, do not train models on our customers' conversation content, and host on servers within the European Union.

With respect to your end-customers' messages, you are the data controller and we are a processor acting on your instructions. It is your responsibility to inform your end-customers — wherever the law requires it — that your shop's replies may be generated with the help of an automated system.

10. Availability and support

We aim to run the platform around the clock, and carry out scheduled maintenance with advance notice wherever possible. Unless a separate written service-level agreement is in place, the service is provided without a guaranteed availability percentage. Support response times are published on the support page.

11. Dependence on third-party platforms

The platform operates through Meta's APIs and language models from external providers. These parties may change their terms or pricing, restrict their APIs, or discontinue them, and that may affect the service in whole or in part. We will tell you what we know as soon as we know it and do what is needed to adapt, but we do not bear responsibility for a decision taken by a party we do not control.

12. Disclaimer of warranties

The platform is provided "as is" and "as available". Except where these terms say otherwise expressly, we give no warranty — express or implied — that the service will be error-free or uninterrupted, that it is fit for a particular purpose, or that it will produce any specific commercial outcome such as increased sales or reduced response time.

13. Limitation of liability

To the extent permitted by law, we are not liable for indirect or consequential damages, including lost profit, lost opportunity, and reputational harm.

In any event, our total liability — whatever its cause — will not exceed the total amount you actually paid for the service during the three months preceding the event giving rise to the claim.

This cap does not cover liability that may not lawfully be limited or excluded, such as harm resulting from our fraud or gross negligence.

14. Indemnity

You undertake to indemnify us against any third-party claim — from an end-customer, a platform, or a regulator — arising from content you supplied to us, a reply you approved, your breach of clause 6, or your connecting an account you were not authorised to connect.

15. Suspension and termination

• You may terminate your subscription at any time by notice to info@nawah.io, effective at the end of the paid term.
• We may suspend the service immediately on a material breach of clause 6, or at the request of Meta or a competent legal authority, and will tell you the reason.
• Either party may terminate the agreement on 30 days written notice without giving a reason.
• After termination your data is deleted within 30 days; you may request a copy of it during that period.

16. Changes to these terms

We may update these terms. The last-updated date appears at the top of this page, and we notify customers by email 14 days before any material change takes effect. Continuing to use the service after a change takes effect constitutes acceptance of it; if you do not accept it, you may terminate your subscription before the effective date at no charge.

17. General

• If any clause of these terms is held invalid, the remaining clauses stay in force.
• A waiver of a right in one instance is not a waiver of it in another.
• You may not assign this agreement without our written consent.
• These terms, together with the Privacy Policy and the order form, constitute the entire agreement between the parties.
• In case of any discrepancy between the Arabic and English versions, the Arabic text prevails.

18. Governing law

These terms are governed by the laws of the Republic of Iraq. In the event of a dispute we will first seek an amicable settlement within 30 days; failing that, the courts of Babil Governorate have jurisdiction.

19. Contact

NAWAH OFFICE · Hilla Nader 1, near the medical center — Babil, Iraq
info@nawah.io · +964 774 944 3694