شروط الاستخدامTerms of service

These terms are an agreement between you, the store using Mudheef, and Mudheef. By using Mudheef you accept them. Your store's shoppers aren't a party to them; their relationship is with your store.

Mudheef is an AI assistant a store adds to its website: it answers shoppers from the store's products and policies, suggests products, looks up orders once the store connects its orders, and passes shoppers to the store's team. It comes with an inbox for the team, a dashboard, and integrations with other services. Some features only work after the store connects its platform or another service, and features marked "Beta" are still being tested and may change or stop.

• Your store signs in to the dashboard with a login key. Keep it secret: anyone who has it can manage your store in Mudheef. If you think someone else has it, tell us straight away.
• You're responsible for what your team members, and anyone you give the login key or API keys to, do with them.
• The information you give us about your store must be correct, and you must have the right to connect the platforms and services you connect.

Prices are in Saudi riyals a month. The current plans:

• An AI conversation is one shopper within 24 hours, counted only when the assistant answered a real question. Greetings, refused messages and messages over a limit don't count, and neither do your own tests in the dashboard.
• We warn you when you've used 80% of the month's conversations. If you use them all, the assistant stops giving AI answers until the next month and offers shoppers to leave their question for your team. Unused conversations don't carry over to the next month.
• Each plan also has a daily and a monthly cap on AI cost, which protects your store from unusual use. If your store reaches it, the assistant stops answering in the same way.
• We limit the number of messages per shopper and per network address, so no one can use up your store's conversations.
• Prices are before VAT. Tax is added where the law requires it.
• You'll always find the current prices in the pricing section.

Billing isn't live yet, and the Free plan needs no payment. Once billing is live and you pick a paid plan, these rules apply:

• Payment and renewal: you pay a month ahead, and the plan renews every month unless you cancel it. We send you an invoice for each payment.
• Cancelling: cancel any time from the dashboard or by writing to us. Cancelling takes effect at the end of the month you've paid for, your plan keeps working until then, and then your store goes back to the Free plan.
• Refunds: you can cancel within 7 days of your first payment for a paid plan and get back what you paid, if in those days you used the service no more than the Free plan allows. We don't refund later months, or the rest of a paid month after you cancel. We refund to the same payment method.
• Non-payment: if a payment fails we try again and tell you, and your plan keeps working for 7 days. If it isn't paid within them, your store goes back to the Free plan. We don't delete your data because a payment is late.
• Prices: prices are before VAT. Tax is added where the law requires it, and shows on the invoice. If we change prices we tell you before the change takes effect, and it doesn't apply to a month you've already paid for.
• Stores that pay through Shopify or Salla: billing and refunds follow the rules of the platform you pay through.

You must:

• Tell your shoppers in your store's privacy policy that you use Mudheef, and get any consent the law requires, especially before marketing messages.
• Follow the rules of the platforms and channels you connect, such as Shopify, Salla, Zid and Meta (WhatsApp, Instagram and Messenger). That includes the WhatsApp Business messaging policy, and any yearly check Meta asks of the app you created.
• Treat yourself as the sender of every message Mudheef sends in your store's name: hold each shopper's consent before marketing messages, and respect a request to stop (STOP).
• Take responsibility for a parent's or guardian's consent if your store sells to minors. Mudheef doesn't check shoppers' ages.

You must not:

• Use Mudheef for anything unlawful, or to sell what you aren't allowed to sell.
• Send messages to people who haven't agreed to receive them, or send spam.
• Mislead shoppers, including by presenting the AI assistant as a person.
• Ask shoppers in the chat for payment card numbers, passwords or other sensitive data you don't need, such as health, religion or ID numbers.
• Take a payment from a shopper, or buy for them, while viewing or controlling their page.
• Sell over WhatsApp what Meta's policies don't allow, such as game accounts, digital content and virtual currency. In that case use WhatsApp for support only.
• Try to reach another store's data, disrupt or overload the service, get around its limits, or copy or resell its software.

• The assistant's replies are written by AI, and they can be wrong or incomplete, even when your store's information is right.
• The assistant answers from the information you give it or that it reads from your store. You're responsible for that information being right: products, prices, stock, delivery and return policies, and what your store promises its shoppers.
• The assistant's replies always carry the label "AI assistant", and it can't be hidden.
• The assistant never changes an order by itself. Return, exchange, cancellation and address-change requests go to your team, and your team decides.
• Check important answers, use the test tools in the dashboard, and correct any wrong answer.

We work to keep the service available, but we don't promise it will run without interruptions or errors. We may pause it for maintenance, and a problem at a provider we rely on, such as the AI, hosting or search provider, can slow it down or stop it. If the assistant can't answer, the chat offers the shopper to try again or talk to your team. We may change, improve or stop some features.

• Your store's data is yours: your products, policies, chats and your shoppers' data. You allow us to use it only to provide the service to your store, including sending it to the providers named in the privacy policy.
• We process your shoppers' data on your behalf, as the privacy policy explains.
• Mudheef is ours: the software, design, name, logo and the content we write. You get the right to use them for your store while you use the service.
• If you send us a suggestion or feedback, we may use it to improve Mudheef without owing you anything.

These terms apply to your shoppers' data that Mudheef handles on your behalf, and they are part of our agreement with you:

• Roles: you are the controller of your shoppers' data and Mudheef is the processor, as in the privacy policy.
• Your instructions only: we handle the data to provide the service you asked for, as your settings and use of it direct, and we don't use it for anything else or sell it.
• Confidentiality: only people on our team who need the data to run the service and help you can reach it, and they're bound to keep it confidential.
• Security: we apply the measures described in "How we protect data" in the privacy policy.
• Sub-processors: the providers we use are named in "Who receives data" in the privacy policy. We update that list and tell you by email before we add a new provider that handles your shoppers' data.
• Helping with shoppers' requests: if a shopper asks for a copy of their data, or to correct or delete it, we help you with the tools in the dashboard, and at your request within 30 days.
• Breaches: we tell you without undue delay and within 48 hours of learning that someone reached your store's data without permission.
• Where data is handled: as "Where data is kept" in the privacy policy explains, which is outside the Kingdom. By continuing to use Mudheef you acknowledge this.
• When the service ends: we delete your store's data when you remove the app from Shopify, Salla or Zid, when you delete the store from the dashboard, or when you ask us to. When the app is removed from the platform, we keep only your store's id, its chat key and its plan for 30 days, so installing again keeps working; nothing about shoppers or people.

• You can stop using Mudheef whenever you like, by removing the app from your platform or removing the chat from your website.
• When you remove the Mudheef app from Shopify, Salla or Zid, we delete all of your store's data. We keep only your store's id, its chat key and its plan for 30 days, so installing again keeps working; nothing about shoppers or people. Download your chats as a CSV file from the dashboard first if you need them.
• We may stop the service for a store that breaks these terms or puts shoppers, other stores or the service at risk.

We provide Mudheef "as is", as far as the law allows. We aren't responsible for indirect losses, including lost sales, profits or reputation, or for losses caused by a wrong AI answer or by incorrect information the store gave. In any case, our liability to you is limited to what you paid us for the service in the twelve months before the claim. Nothing in these terms limits a liability that the law doesn't allow to be limited.

If we change these terms, we update this page and the "last updated" date at the top. We tell stores about important changes before they take effect. If you keep using Mudheef after they take effect, you accept them.

How we handle data is explained in the privacy policy.