Terms & Conditions

1. Introduction and Acceptance

If you are entering into these Terms on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind such entity to these Terms. If you do not agree to these Terms, you must not access or use the Platform.

2. Definitions

• ORYAN AI means the AI-powered omnichannel customer service platform, including all AI agent personas, software, APIs, dashboards, and related services.
• Cloudy eMarketing means the company that owns, develops, and operates ORYAN AI, registered and operating in Egypt and the MENA region.
• Client / User means any individual, business, or legal entity that registers for, accesses, or uses the ORYAN AI Platform.
• AI Agent means any named AI-powered virtual assistant persona provided by the Platform.
• Channel means any communication medium supported by the Platform, including Voice Calls, WhatsApp Business API, and Webchat (WebRTC).
• Knowledge Base (KB) means the document repository uploaded by the Client to train and inform AI Agent responses.
• Subscription Plan means the pricing tier selected by the Client upon registration.
• Conversation means a single end-to-end interaction between an end user and an AI Agent.
• Minute means one minute of AI-powered voice call usage, billed in full-minute increments.
• Content means all data, text, audio, documents, and information uploaded, submitted, or generated through the Platform.

3. Company Information and Ownership

ORYAN AI is a product of and fully owned by Cloudy eMarketing.

4. Platform Services

4.1 Core Services Provided

• Voice AI Agents: Inbound and outbound voice call handling powered by Arabic-dialect-aware AI, including Egyptian, Gulf, Levantine, and Maghrebi Arabic.
• WhatsApp AI Agents: Automated customer service via the WhatsApp Business API, supporting text, quick replies, and structured message templates.
• Webchat AI Agents: Browser-based voice and text chat powered by WebRTC technology, embeddable on any website.
• Knowledge Base (RAG) Integration: Retrieval-Augmented Generation connecting AI agents to client-uploaded documents for accurate, business-specific responses.
• CRM and ERP Integrations: Connection with third-party business tools, including CRMs, calendars, and standard ERP systems.
• Dashboard and Analytics: Access to the ORYAN AI management dashboard for monitoring conversations, usage, and performance.

4.2 Service Channels

Voice services are subject to telephony infrastructure, per-minute billing, and applicable telecommunications regulations. WhatsApp Business API usage is subject to Meta's WhatsApp Business Policy and message template approvals. Webchat is deployed via an embeddable widget requiring JavaScript support on the Client's website.

4.3 Service Limitations

The Platform does not guarantee 100% uptime of third-party infrastructure, accuracy of AI responses where Knowledge Base documents are incomplete or outdated, or regulatory compliance in jurisdictions outside the Company's primary operating markets without prior written agreement.

5. Registration, Accounts, and Eligibility

You must be at least 18 years of age and legally authorised to operate a business in your country of registration. The Platform is intended for business use (B2B). You are responsible for maintaining the confidentiality of your account credentials and must notify Cloudy eMarketing immediately of any unauthorised access. Cloudy eMarketing reserves the right to suspend or terminate accounts that provide false information, violate these Terms, or engage in fraudulent or abusive activity.

6. Subscription Plans and Pricing

ORYAN AI offers tiered subscription plans per communication channel, published at oryanai.net/packages and subject to change with 30 days' notice. Fees are billed in advance monthly or annually; annual subscriptions receive a two-month discount. Prices exclude applicable taxes. Monthly subscription payments are non-refundable once billed; annual subscriptions may receive a pro-rata refund if cancelled within the first 30 days. Setup and onboarding fees are non-refundable.

7. Acceptable Use Policy

You may use the Platform to automate customer service, sales support, and business communications, and to train AI Agents with your own business data. You must not use the Platform for illegal activity, spam, impersonation, uploading unlawful content, reverse engineering, unauthorised account access, violating WhatsApp's Business Terms, or unlicensed resale.

8. Data Privacy and Protection

Cloudy eMarketing collects registration data, billing information (processed securely by authorised payment processors), conversation logs and recordings, uploaded Knowledge Base documents, and usage analytics. The Client retains full ownership of all uploaded data, which is never sold to third parties and is used solely to provide and improve the Service. Data is protected with industry-standard encryption. Clients are responsible for their own compliance with applicable data protection laws (including GDPR and regional PDPL regulations) in the jurisdictions where they operate.

9. Intellectual Property

All rights in the ORYAN AI Platform — including software, AI models, designs, agent personas, trademarks, and documentation — remain the exclusive property of Cloudy eMarketing. You are granted a limited, non-exclusive, non-transferable licence to use the Platform for your internal business purposes. You retain ownership of content you upload; by uploading it, you grant Cloudy eMarketing a licence to process and host it solely to deliver the Service.

10. Third-Party Services and Integrations

The Platform integrates with third-party services including the WhatsApp Business API (Meta), VoIP/SIP providers, and CRM/calendar tools. Use of these services is subject to their own terms; Cloudy eMarketing is not responsible for their availability or policies.

11. Service Level and Availability

Cloudy eMarketing targets 99.5% Platform uptime per calendar month, excluding scheduled maintenance and force majeure events. Scheduled maintenance is communicated at least 48 hours in advance where possible.

12. Limitation of Liability

To the fullest extent permitted by law, Cloudy eMarketing's total liability for any claim shall not exceed fees paid in the three months preceding the claim. Cloudy eMarketing is not liable for indirect, incidental, or consequential damages. The Platform is provided "as is" and "as available", with no warranty as to the accuracy of AI-generated responses.

13. Indemnification

You agree to indemnify and hold harmless Cloudy eMarketing and its partners from claims arising from your violation of these Terms, applicable law, or third-party rights.

14. Cancellation and Termination

Monthly plans may be cancelled at any time, effective at the end of the current billing period. Annual plans may be cancelled by written notice per the Refund Policy. Cloudy eMarketing may suspend or terminate accounts immediately for material breach, and may retire the Platform with 60 days' notice. Client Data is retained for 30 days post-termination before deletion.

15. Modifications to Terms

Cloudy eMarketing may modify these Terms at any time. Material changes are communicated at least 30 days in advance; continued use after the effective date constitutes acceptance.

16. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Arab Republic of Egypt. Disputes are first addressed through written negotiation and, if unresolved, referred to the competent courts in Cairo, Egypt.

17. Force Majeure

Neither party is liable for delay or failure in performance caused by circumstances beyond its reasonable control, including natural disasters, government action, or telecommunications and third-party platform outages.

18. Entire Agreement and Severability

These Terms, together with the Privacy Policy and any signed agreement, constitute the entire agreement between you and Cloudy eMarketing. If any provision is found unenforceable, the remaining provisions continue in full force.

19. Contact Information

For questions, complaints, or legal notices regarding these Terms, contact Cloudy eMarketing at info@oryanai.net or via www.oryanai.net.