Terms of Service

By creating an account, accepting these Terms during onboarding, or using the Services, you agree to these Terms and to our Privacy Policy, Data Processing Agreement, and Acceptable Use Policy, which are incorporated by reference. If you are agreeing on behalf of a business, you confirm you are authorized to bind it.

If you do not agree to these Terms, do not use the Services. We may ask you to re-accept updated Terms from time to time (see section 15). Where we have a separate signed agreement with you, that agreement controls to the extent it conflicts with these Terms.

Mazza provides software that lets businesses deploy AI agents to handle inbound phone calls and WhatsApp conversations, qualify and capture leads, schedule bookings, and manage customer relationships through a dashboard. The exact features available to you depend on your plan and configuration. We may add, change, or remove features over time.

The Services are designed for legitimate business use by companies operating in the UAE and wider GCC. They are not a substitute for professional, legal, medical, or financial advice, and the AI agents are assistive tools that operate under your control and oversight.

To use the Services you must register an account and provide accurate, complete information. You are responsible for all activity under your account and for keeping credentials confidential. You must promptly notify us of any unauthorized use. You may invite team members and assign them roles; you are responsible for their use of the Services.

Because Mazza processes your customers' personal data on your behalf, you carry important responsibilities as the data controller:

• Have a valid lawful basis under the UAE PDPL (and any other law that applies to you) to collect and process your customers' personal data through the Services.
• Inform your customers, before or at the point of contact, that calls and messages may be handled by an automated AI assistant and may be recorded and transcribed. We provide a configurable in-agent disclosure and a customer-facing notice template to help.
• Obtain any consent you are required to obtain - for example, opt-in for promotional WhatsApp messages - and honour opt-outs and STOP requests.
• Only upload or process data you are entitled to, and keep it accurate.
• Comply with the rules of the channels you use, including Meta's WhatsApp Business Platform policies, and with our Acceptable Use Policy.
• Respond to your customers' data-subject requests; we will assist you as set out in the DPA.

Your use of the Services must comply with our Acceptable Use Policy, which prohibits, among other things, sending unsolicited or unlawful messages, harassment, fraud, processing data you have no right to use, and attempts to disrupt or reverse-engineer the Services. We may suspend or limit use that violates the AUP, that creates legal or security risk, or that abuses the channels we rely on.

The Services integrate with third-party providers (for example Meta/WhatsApp, Stripe, Google, Microsoft, Slack) and rely on sub-processors listed on our Sub-processors page. When you connect a third-party account, you authorize us to access it as needed to provide the Services, and your use of that third party is also governed by its own terms. We are not responsible for third-party services we do not control.

Our processing of personal data is described in our Privacy Policy. For personal data we process on your behalf, our Data Processing Agreement applies and forms part of these Terms. You remain the controller of your customers' data and Mazza acts as your processor.

Mazza and its licensors own all rights in the Services, including the software, models configuration, design, and brand. We grant you a limited, non-exclusive, non-transferable right to use the Services during your subscription. You retain all rights in the data and content you and your customers provide ("Client Data"); you grant us the rights needed to host and process Client Data to provide the Services. We may use aggregated, de-identified operational data to maintain and improve the Services.

We aim for high availability but do not guarantee uninterrupted service. We may perform maintenance, modify features, or impose reasonable limits. Some features may be offered as beta or early-access and may change or be withdrawn. The Services depend on third parties (such as telephony and messaging networks) whose availability we do not control.

To the maximum extent permitted by law, the Services are provided "as is" and "as available" without warranties of any kind, whether express or implied, including fitness for a particular purpose and non-infringement. AI-generated responses may be inaccurate or incomplete; you are responsible for supervising the agents and reviewing important outcomes. We do not warrant that the Services will be error-free or meet every requirement.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or goodwill. Our total aggregate liability arising out of or relating to the Services is limited to the fees you paid to Mazza for the Services in the twelve (12) months before the event giving rise to the claim. Nothing in these Terms limits liability that cannot be limited under applicable law.

You agree to indemnify and hold Mazza harmless from claims, losses, and expenses arising out of your use of the Services in breach of these Terms or applicable law, including claims that you lacked a lawful basis or consent to process your customers' data, or that your messaging breached channel rules.

You may stop using the Services and close your account at any time. We may suspend or terminate access if you materially breach these Terms or the AUP, fail to pay, or create legal or security risk. On termination, your right to use the Services ends. We will make Client Data available for export for a reasonable period and then delete it as described in our Privacy Policy and DPA. Provisions that by their nature should survive (such as fees owed, IP, disclaimers, liability, and indemnities) survive termination.

We may update these Terms from time to time. If we make material changes, we will provide notice (for example by email or in the dashboard) and, where appropriate, ask you to accept the updated Terms. Continued use after changes take effect means you accept them.

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, without regard to conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts of Dubai, unless mandatory law provides otherwise. We will always try to resolve disputes informally first, so please contact us before taking formal action.

Questions about these Terms? Contact us at admin@mazzaai.com, Mazza AI, Dubai, United Arab Emirates.