Terms & Conditions

Maintained in English as the working text published on ownadesk.com.

These Terms & Conditions (the “Terms”) bind KeepFlow L.L.C-FZ (“KeepFlow”, “we”, “our”, or “us”) on one side and, on the other, every person or organisation that opens or uses anything within the ownadesk.com website, the platform, its APIs and widgets, its integrations, the documentation, the trial environment, or any related offering (together, the “Services”). Opening an account, clicking to accept, buying a subscription, or simply using the Services means you take these Terms on as binding.

How these Terms apply

One set of Terms covers every mode of use. Trial, paid, beta, and enterprise usage all fall under this document. Order forms, commercial addenda, service descriptions, and written statements of work that we have expressly accepted join the contract alongside these Terms; where the two collide, the signed order form — or another commercial writing bearing signatures — wins, but only so far as the collision goes.

Acting for a company or another legal entity? Then you confirm and warrant that you hold the authority to commit that entity to these Terms, and “you” refers to the entity together with the individual acting for it.

We can revise these Terms over time. For material revisions we publish the new text on the Website and may additionally reach you by email, an in-product banner, or another reasonable route. Carrying on with the Services once the revised Terms take effect counts as your acceptance of them.

Key definitions

Capitalised words carry the meanings fixed below.

Accounts, eligibility, and security duties

An Account presumes legal capacity and truthful details. The Services are open only to those able to conclude a binding contract and not barred from using them by the applicable law. Registration, billing, and contact details must be accurate and complete when supplied and kept current for the whole term.

Whatever happens under your Account is yours to answer for — the actions of your employees, your agents and contractors, and every other authorised user included. Credentials stay confidential, access controls stay sensible, and any unauthorised access, security incident, or misuse touching the Account must be reported to us without undue delay.

We may ask for further information reasonably needed to confirm your identity, authority, business particulars, payment method, or compliance standing. Where fraud, abuse, sanctions exposure, security concerns, or a suspected breach of these Terms or the law makes it necessary, we may decline a registration, attach conditions to usage, or suspend access.

Trials, subscriptions, payment, and taxes

A trial is a courtesy we define; paid use runs on prepaid, auto-renewing subscriptions. A free trial may be offered; when these Terms took effect, the public pricing page advertised a 30-day free trial. Its scope, limits, feature set, and eligibility are ours to set, and the offer can be adjusted, replaced, or withdrawn at any moment.

Once the trial runs out, keeping the paid features requires buying a Subscription Plan. Subscription fees fall due in advance and the plan renews by itself for the chosen billing cycle unless you cancel ahead of the renewal date through the plan settings or under the commercial document governing your purchase.

You give us, and the payment processors acting for us, authority to collect every applicable fee, recurring charge, tax, and other agreed sum from the payment method you designate. Unless stated otherwise in writing, fees can be neither cancelled nor recovered — always subject to mandatory law and to our Refund Policy.

Prices exclude taxes unless the contrary is stated. Sales, use, withholding, VAT, GST, and similar taxes, duties, or levies tied to your purchase or use are on you, with the sole exception of taxes on our net income. If the law obliges you to withhold, you gross the payment up so that the sum reaching us equals the full amount owed.

Your licence to the platform

Paid access buys a narrow usage right, not ownership. Provided these Terms are honoured and fees arrive on time, we grant you, for the subscription term, a limited, non-exclusive, non-transferable, non-sublicensable right to reach and operate the Services for internal business ends. Your authorised users may exercise it too, solely for your benefit and within the boundaries of the purchased Subscription Plan.

The platform exists to power customer support operations: AI reply generation, retrieval-based knowledge workflows, analytics, chat widgets, workflow controls, rule-driven guidance, integrations, and adjacent capabilities. Individual features can hinge on which integrations are supported, on data quality, on model availability, and on the plan tier.

Outputs and the duty of human review

Machine-generated answers are raw material, not final decisions. Outputs come out of an automated process and can be incomplete, wrong, stale, biased, or a poor fit for a given situation. Reviewing them, approving or discarding them, and deciding what actually goes out to a customer over your connected channels is entirely your responsibility. Nothing the platform produces amounts to legal, accounting, regulatory, medical, employment, or any other professional advice.

Customer Content and connected integrations

Your data remains yours; we take only the rights needed to run the service. Title and interest in Customer Content stay with you, subject to the rights granted here. You license us and our subprocessors, worldwide and non-exclusively, to host, process, copy, transmit, reformat, display, derive signals from, and otherwise handle Customer Content so far as needed to deliver, support, secure, administer, and improve the Services, to obey the law, and to enforce our contracts.

You confirm and warrant that every right, permission, notice, and lawful basis needed to hand Customer Content to us — and to let us process it — is in place, including where that content carries personal data, confidential material, customer correspondence, or third-party works. Its legality, accuracy, integrity, and fitness are your responsibility alone, as are your configuration decisions, automations, escalation rules, and approval workflows for outgoing replies.

Linking an Integration authorises us to reach it and trade data with it on your behalf. Each Integration runs under its own provider’s terms, privacy rules, and operating requirements. Third-party products are not ours to answer for — not their availability, security, legality, or performance — and losses of data or service caused by outside systems beyond our reasonable control fall outside our liability.

Conduct we prohibit

The platform must never become an instrument of unlawful or abusive activity. Neither you nor anyone you allow in may operate the Services in a way that is illegal, fraudulent, harmful, infringing, deceptive, abusive, or otherwise at odds with these Terms or the applicable law.

In particular, it is forbidden to feed the platform content you lack the rights to use or whose processing would break privacy, confidentiality, employment, consumer-protection, sanctions, export-control, intellectual-property, or other legal duties. It is likewise forbidden to produce or distribute through the Services spam, phishing, harassment, malware, discriminatory material, or customer messages designed to deceive or manipulate.

Probing the machinery is off limits: no reverse engineering, decompiling, or disassembling, no publishing benchmarks without our consent, no scraping or mirroring, and no attempts to extract source code, prompts, models, weights, protective mechanisms, or other internals — except where the law strikes such a restriction down. Nor may you dodge usage caps, access controls, rate limits, or protective features, or disturb the integrity or performance of the Services and the systems behind them.

Using the Services or their Outputs to assemble or train a rival product or model is prohibited where doing so breaks the law or our intellectual-property rights. Finally, where disclosure of AI involvement is demanded by law or commercially necessary, AI-generated material must not be passed off as purely human work, and high-stakes decisions must never rest on the platform alone without adequate human oversight.

Ownership, feedback, and aggregate data

Everything that makes the platform work stays our property. The Services and the Website, the Documentation, our models, interfaces, workflows, design elements, analytics, accumulated service know-how, and every related intellectual-property right belong to us and our licensors. Beyond the narrow rights these Terms spell out, nothing passes to you — not by implication, estoppel, or any other route.

Ideas, suggestions, enhancement requests, and other feedback you share about the Services may, so far as the law allows, be used by us freely and without payment; we will not, however, name you publicly as its source unless you agree.

We may also build aggregated, anonymised, de-identified statistics, diagnostics, and service analytics that identify neither you nor any End User, and use them for support, security, benchmarking, research, trend analysis, and improving the Services.

Early-access functionality

Pre-release features come with no promises attached. Alpha, beta, preview, experimental, and early-access capabilities (“Beta Features”) may appear from time to time. They can be unfinished, altered, discontinued, or left unsupported at any point, and extra usage rules or specific notices may attach to them.

Beta Features ship strictly “as is” and “as available”: no warranties, no service commitments, no support duties, no continuity guarantees. Absent a written agreement to the contrary, they are not meant for production-critical work or for highly sensitive data.

Data protection and compliance responsibilities

Privacy roles are split, and each side carries its own compliance load. How we treat personal data for our own purposes is laid out in the Privacy Policy. Depending on the circumstances we act either as an independent controller — say, for account administration, billing, security, and lawful marketing — or as a processor or service provider following your instructions with respect to Customer Content moving through the platform.

Judging whether the Services fit your intended use is your task: whether a data processing agreement is needed, whether privacy or security assessments must be run, what notices your End Users are owed, and how the platform should be configured to match your legal and contractual duties.

We keep reasonable administrative, technical, and organisational safeguards around the Services and Customer Content. Still, no cloud offering can be made perfectly secure or uninterrupted, and backup strategy, internal approvals, and business-continuity arrangements suited to your operations remain in your hands.

Evolution of the Services and support commitments

The platform will keep changing; core paid value is what we strive to protect. Features, model providers, integrations, workflows, limits, interface elements, and Documentation may all be improved, altered, paused, or retired over time. Where practical, we make reasonable efforts not to materially degrade core paid functionality during a running subscription term — unless security, the law, or a third-party dependency forces the change.

Service levels, uptime figures, support response windows, onboarding deliverables, and dedicated support exist as obligations only where the applicable Subscription Plan, an order form, or a distinct written agreement spells them out. Public talk of target response times, ticket resolution, and similar outcomes is illustrative and binds us only when put in writing expressly.

No warranties

The Services are supplied with every warranty stripped away that the law lets us strip. The Website and the Services, Beta Features, the Documentation, Outputs, and everything allied to them come “as is” and “as available”. We reject every warranty — whether express or implied, statutory or otherwise — among them the implied warranties of merchantability, of fitness for a particular purpose, of title, and of non-infringement, together with any promise of accuracy, uninterrupted operation, security, satisfaction of your requirements, or any given business result.

No assurance is given that Outputs will be right, complete, compliant, or fit for a particular scenario, nor that any defect will be cured within any particular window. Escalation paths, human review, fallback workflows, and safeguards proportionate to your use of the platform are yours to build and run.

Caps and exclusions of liability

Indirect losses are excluded for both sides, and our exposure carries a hard ceiling. So far as the law permits, neither party owes the other for indirect, special, incidental, consequential, punitive, or exemplary damages, nor for lost profits, revenue, business, goodwill, or anticipated savings, lost data, or interrupted operations tied to these Terms — even where the possibility of such loss had been flagged.

Our total aggregate exposure under or in connection with these Terms, the Services, or the parties’ dealings is capped at the lower of two figures: the fees you actually paid us over the three (3) months before the event founding the claim, or AED 5,000. The cap yields only where the applicable law forbids limiting the liability in question.

Nothing here removes or narrows liability for fraud or fraudulent misrepresentation, for deliberate wrongdoing, for negligently caused death or personal injury where that liability is non-excludable, or for anything else the law refuses to see excluded or limited.

Your indemnity

Claims born of your side of the relationship are yours to absorb. You will defend KeepFlow, its affiliates, and their officers, directors, employees, contractors, and agents against third-party claims, actions, and investigations, and make them whole for the resulting losses, damages, liabilities, settlements, judgments, costs, and expenses (reasonable legal fees included), whenever the matter grows out of Customer Content, out of your use of the Services against these Terms or the law, out of your dealings with End Users, out of the Integrations you connected, or out of your negligence, fraud, or misconduct.

Duration, suspension, and termination

The contract lives from first acceptance until one side ends it. It starts the moment you first accept these Terms or use the Services. You are free to walk away and switch off renewal in the account settings where that option exists, or by written notice as your Subscription Plan or order form provides.

We may suspend or restrict access at once where that is reasonably needed to head off harm, look into suspected abuse, shield the Services or other users, obey the law, contain a security incident, deal with overdue payment, or enforce these Terms. Where notifying you is lawful and practical, we make reasonable efforts to do so.

Immediate termination is available to us if you commit a material breach and let a reasonable cure period after notice pass unused, if insolvency or similar proceedings reach you, if carrying on would put us at legal or regulatory risk, or if a court, regulator, or government body orders it. On termination your right to the Services ends at once; clauses meant by their nature to outlive the contract survive — fees accrued beforehand, intellectual-property terms, confidentiality, disclaimers, liability limits, indemnities, and dispute-resolution provisions among them.

Notices and complaints

Formal communication runs through defined channels. We may serve notices at the email address tied to your Account, inside the Services, or by posting on the Website. Your notices to us go to support@ownadesk.com or to the contact points published on the Website, unless a signed contract fixes a different address for notices.

Complaints, support issues, and legal enquiries should arrive with enough detail for a proper review. We aim to answer within a commercially sensible period, though intricate legal, billing, or security questions can take longer to work through.

Governing law and forum

The law of the U.A.E. rules this contract. These Terms, together with any non-contractual obligations arising around them, take the law of the United Arab Emirates as their governing law, conflict-of-law rules set aside.

Unless something different is agreed in writing, disputes, controversies, and claims connected to these Terms or the Services belong exclusively to the courts of the United Arab Emirates. So far as the law permits, a claim must be started within six (6) months of the day its cause arose.

General provisions

The written contract is the whole contract. These Terms — joined by the applicable Subscription Plan, by any order form or DPA, and by other commercial writings we have accepted — make up the entire agreement on the Services and displace earlier discussions and understandings on the same subject.

Assigning or transferring these Terms without our prior written consent is not open to you, save in a merger or a sale of substantially all your assets where the assignee commits in writing to these Terms. We may assign them ourselves in a corporate reorganisation, merger, or asset sale.

Should any clause prove invalid or unenforceable, the rest stand untouched, and the failed clause is read so as to carry the parties’ original intent as far as the law allows.

Sitting on a right, or exercising it late, does not surrender it. A waiver counts only when set down in writing over the signature of an authorised representative of whichever party is waiving.

These Terms found no partnership, agency, fiduciary bond, employment, or joint venture between the parties.