Terms of Service

1. Introduction

These Terms of Service (the "Terms") govern your use of RASSEL (راسل), a product of the SOWLF (سولف) brand, including the website, web and mobile applications, APIs and related services (the "Service"). Please read them carefully before you create an account, subscribe or start the free trial.

2. Who we are (the operator)

• Product: RASSEL / راسل
• Technology brand: SOWLF / سولف
• Operator and seller: Gita Online Agency For Travel and Tourism (وكالة جيتا أونلاين للسفر والسياحة), a sole establishment registered in the Kingdom of Saudi Arabia
• Commercial Registration / National number: 7054277814
• VAT number: 314464115500003
• Address: 6075 Taj Alasfahani St., Al Iskan District, Madinah 42317, Saudi Arabia
• Email: [email protected]
• Phone: +966549582272

The operator is referred to in these Terms as "we", "us", "SOWLF" or the "Operator".

3. Definitions

• Customer / you: the legal or natural person that creates a workspace or subscribes to the Service.
• User: anyone who accesses a workspace by the Customer's invitation (owner, manager, agent).
• Workspace: the isolated environment holding the Customer's data, channels and team within the Service.
• Customer Content: everything the Customer uploads, receives or sends through the Service, including messages, contacts, files, knowledge bases and settings.
• Subscription: the right to use the Service under a specific plan and billing cycle.
• Plan: the set of features and limits published on the pricing page at the time of subscription.
• Third-Party Providers: parties outside our control on which some features depend, such as Meta / WhatsApp, the Moyasar payment gateway, email and AI providers and cloud infrastructure.

4. Acceptance of these Terms

By creating an account, starting the trial, subscribing or using the Service you confirm that you have read, understood and accepted these Terms, the Privacy Policy, the Cancellation & Refund Policy and the Acceptable Use Policy. If you do not agree, do not use the Service. At payment we record your acceptance together with the document version and date.

5. Authority to bind your business

If you register on behalf of a company or organisation, you represent and warrant that you are legally authorised to bind it to these Terms and that the information you provide is accurate and current. The Service is intended for businesses and must not be used by anyone below the legal age to contract.

6. Account registration

• Workspaces are currently activated with the help of our sales team or by invitation; we may change the registration method later.
• The Customer must provide accurate details (organisation name, email, billing details and VAT number where applicable) and keep them up to date.
• We may refuse or suspend a registration where we reasonably suspect a breach of these Terms or applicable law.

7. Workspace ownership and users

• The Customer owns its workspace and content. The workspace Owner is the Customer's authorised representative for subscription, billing and user management.
• The Customer is responsible for everyone it invites, for setting their permissions and for removing anyone who no longer needs access.
• Limits on users, WhatsApp numbers, contacts and other items are defined by the Plan; more capacity may be sold as add-ons.

8. Passwords and account security

You are responsible for keeping credentials confidential and for all activity under your account. Notify us immediately if you suspect compromise. We never ask for your password through any channel. Passwords are stored using secure hashing and cannot be read by our staff.

9. Description of the Service

RASSEL is a platform for managing customer communication, sales and support over WhatsApp and other channels. Depending on the Plan it includes a unified inbox, contacts and CRM, teams and assignment, canned replies and internal notes, campaigns and broadcasts, automation and customer journeys, an AI agent and knowledge base, reports, and an API with webhooks. The features available to you are those listed for the Plan you subscribed to.

10. Subscriptions and plans

• Plans, limits and prices are published on the pricing page and may change in the future.
• Price changes do not alter your current contract: the price and plan limits you purchased remain in force until the end of your paid period, and when you renew the same plan on the same cycle, unless we notify you in advance under clause 44.
• Enterprise is priced and contracted individually by written agreement.
• Add-ons (such as an additional user or WhatsApp number) are sold at the prices published when you buy them.

11. Free trial

• The trial lasts 14 days and does not require a payment card.
• The trial starts at the workspace owner's first sign-in after activation — not when a request is submitted or a sales lead is created.
• It includes features close to the Growth plan within trial limits (users, numbers, contacts, messages) that may be lower than paid-plan limits, to protect the Service from abuse.
• We do not charge you automatically when the trial ends.

12. Trial expiry

When the trial ends the workspace becomes "expired": you can sign in, view your data and billing, choose a plan, pay, view invoices and contact support, while sending and editing are paused. We keep your data for at least 30 days from the expiry date and do not delete it automatically; any later deletion happens only under clause 37 and after notifying you.

13. Billing and payment

• Prices are in Saudi riyals (SAR) and billed in advance for the selected cycle (monthly or annual).
• Payment is made through the Moyasar gateway; card details are entered with the gateway directly and never pass through or are stored on our servers.
• Our server confirms the amount and currency with the gateway before activating a subscription; a browser returning from the gateway is not enough to activate it.
• An invoice is issued for each successful payment and is available on the billing page.

14. VAT

Prices shown to customers in the Kingdom are VAT-inclusive (15%) unless stated otherwise. The checkout and invoice show the amount before VAT, the VAT and the total, to the halala. The Customer bears any other taxes or charges imposed under the laws of its own country.

15. Renewal

Each subscription period ends on the renewal date shown in billing. We do not store your card or charge it automatically in the current launch; renewal is completed by paying the renewal invoice before that date or during the grace period, and we send a reminder beforehand. If we later introduce automatic card renewal, it will apply only with your explicit consent and notice of its terms.

16. Failed payments

If a payment fails or does not arrive by its due date, no unconfirmed amount is charged, and you see a clear message and a retry button without internal gateway details. The status becomes "past due" and the grace period starts.

17. Grace period

When a renewal is not paid, a grace period of 3 days (adjustable by us) begins during which the workspace keeps working normally and the owner sees a payment warning. If payment is not received by its end, the subscription is suspended.

18. Suspension

Suspension does not delete data. The workspace owner can sign in, view billing, the company profile and invoices, pay the amount due and contact support, while paid operations such as sending and editing are paused. After confirmed payment the subscription resumes automatically.

19. Upgrades

You may upgrade to a higher plan at any time. The new plan takes effect immediately and a new billing period starts on the purchase date; the server calculates the amount due from the published price of the new plan without pro-rating the remainder of the previous period. These details are shown at checkout before you confirm.

20. Downgrades

A downgrade to a lower plan takes effect at the end of the current paid period. If your usage exceeds the lower plan's limits we show what must be resolved before scheduling, and we never automatically delete any user, conversation, channel or contact.

21. Cancellation

You may cancel from the billing page at any time. By default cancellation takes effect at the end of the paid period, the Service continues until the exact date shown to you, and you may reverse the cancellation before then. After cancellation your data is retained under clause 37. See the Cancellation & Refund Policy for details.

22. Refunds

Fees for a subscription period that has started are generally non-refundable, except in the cases listed in the Cancellation & Refund Policy (duplicate charge, incorrect charge, confirmed billing error, or where the law requires). These Terms do not affect any statutory right you have as a consumer or contracting party.

23. Third-party charges

Meta / WhatsApp and others may charge for conversations and messages depending on type, country and usage. These charges are separate from your RASSEL subscription and are not included in the Plan unless expressly stated. They are billed to your account with the provider directly. Message-cost figures shown in the platform are estimates for monitoring only, not an official invoice, and we do not guarantee they match the provider's billing. We do not bear these charges and they are outside refunds.

24. WhatsApp and Meta

• WhatsApp functionality depends on Meta / WhatsApp services and policies, which change without notice from us.
• You are responsible for your WhatsApp Business Account, recipient consent, templates and their content and approval, account quality, and compliance with the provider's policies.
• We cannot override Meta restrictions or restore a banned account; violating provider policies may lead the provider to restrict or disable your number directly.
• By using WhatsApp through RASSEL you also agree to and must comply with the [WhatsApp Business Terms of Service](https://www.whatsapp.com/legal/business-terms), the [WhatsApp Business Messaging Policy](https://business.whatsapp.com/policy) and the [Meta Commerce Policy](https://www.facebook.com/policies_center/commerce).
• You remain the owner of your WhatsApp Business Account, its phone number and its data, and you authorise RASSEL to access it only to provide the Service on your behalf. You can revoke this access at any time from RASSEL settings or from Meta Business Settings.
• We handle data received from Meta as described in our Privacy Policy; we never sell it or use it for advertising. To request its deletion, see the Data deletion instructions.

25. Third-party providers

The Service depends on external providers (Meta/WhatsApp, Moyasar, email providers, AI providers, cloud infrastructure). Their outages, restrictions or changed terms may affect related functions, and we are not responsible for matters beyond our reasonable control, although we make reasonable efforts to mitigate them and keep you informed.

26. Customer responsibilities

• Comply with applicable law, including telecommunications, e-commerce and personal-data protection rules.
• Ensure you have a lawful basis to process the personal data of individuals you contact through the Service, and give them the notices required.
• Set your team's permissions and protect the credentials and keys entered into the Service.
• Review content and automations before and after activating them.

27. Recipient consent and unsolicited messages

You must not message anyone without a lawful basis and appropriate consent, must let recipients stop messages immediately, and must honour opt-out lists. Indiscriminate sending and purchased number lists are prohibited. We reserve the right to stop sending where we reasonably suspect a breach.

28. Campaigns

Campaigns and broadcasts are subject to Plan limits, provider policies, these Terms and the Acceptable Use Policy. You alone are responsible for campaign content, the recipient list and timing. We may temporarily pause campaigns through an administrative switch where there is a risk to the platform or users.

29. Acceptable use and prohibited activity

The Acceptable Use Policy applies to your use and forms part of these Terms. In particular it is prohibited to send spam, commit fraud or phishing, distribute malware, gain unauthorised access, bypass Plan limits or technical restrictions, security-test the platform without written permission, or resell the Service without an agreement.

30. Customer content and data

• You retain ownership of Customer Content. You grant us a limited, non-exclusive licence to host, process and transmit it only as needed to provide, support and secure the Service for you.
• You are responsible for the legality and accuracy of your content.
• We do not sell your content or your customers' data.

31. Privacy

The Privacy Policy explains how we process personal data. As a customer you may be the controller of data about people you communicate with through the Service, in which case we mostly act as your processor; for account and billing data we act as controller. A data processing agreement (DPA) can be concluded on request.

32. Intellectual property

RASSEL and SOWLF, their logos, software, designs and website content are owned by or licensed to us and protected by intellectual-property law. These Terms give you a personal, non-exclusive, non-transferable right to use the Service during your subscription only, and no right in our marks. We may use feedback you give us without obligation.

33. API and webhooks

The API and webhooks are available according to the Plan. You are responsible for protecting keys (shown once when created) and for how they are used. The API is subject to rate limits, which must not be exceeded or circumvented. We may disable an abusive or compromised key and may change the API with reasonable notice.

34. AI features

• AI features run with a provider and key that the Customer selects and configures, and the text needed to perform the task is sent to that model provider.
• Outputs may contain errors, inaccurate or inappropriate information, and we do not guarantee accuracy, completeness or freedom from bias or hallucination.
• The Customer must review outputs before relying on them for material decisions (financial, legal, medical, employment) or sensitive replies, and must keep a path to a human agent.
• You control the knowledge and content you feed the agent and are responsible for what you submit.
• The feature may be affected by the provider's availability, limits and pricing, and we are not liable for its interruption.

35. Service changes and beta features

We may add, change or discontinue features and will give reasonable notice of materially adverse changes. Beta features are provided as-is, may change or stop, and carry no service-level commitment.

36. Availability and maintenance

We aim to keep the Service available but do not guarantee it will be uninterrupted or error-free. Scheduled or emergency maintenance may occur, and a maintenance mode that temporarily blocks writes may be enabled. We do not commit to a specific uptime (SLA) except under a dedicated written contract.

37. Security, backups and data after termination

• We apply reasonable security controls described on the Security page; no system is completely secure.
• We keep backups under a documented procedure for service continuity; they are not a substitute for your own exports. The Customer is responsible for periodically exporting its essential data.
• After a trial expires or a subscription is suspended or cancelled we retain data for at least 30 days from that date. After that it may become eligible for deletion under our documented procedure, and we notify the owner before any scheduled deletion. We may keep billing, audit and other records for as long as the law requires.

38. Suspension or termination for breach

We may suspend the Service in whole or part, or terminate it immediately, for: a material breach of these Terms, abusive or unlawful use, endangering the platform or other customers, or an order from a competent authority. We will tell you why where the law allows, and do not refund amounts paid in cases of serious breach except as the law requires.

39. Termination

You may end your subscription by cancelling under clause 21. We may end the Service on reasonable notice for commercial reasons, in which case we refund the portion corresponding to the remaining paid period. Provisions that by nature survive termination (intellectual property, liability, jurisdiction) remain in force.

40. Limitation of liability

To the maximum extent permitted by applicable law: (a) the Service is provided "as is" and "as available"; (b) we are not liable for indirect or consequential damages, loss of profit, opportunity, reputation or data caused by anything beyond our reasonable control, including Third-Party Provider services; (c) our total liability to you for any claim is limited to the amounts you paid us for the subscription in the twelve months before the event. These Terms do not exclude liability that cannot lawfully be excluded, such as fraud or intentional gross misconduct.

41. Indemnity

You agree to indemnify and hold us harmless from claims and losses arising from your content, from contacting people without a lawful basis, or from your breach of these Terms, of third-party provider policies or of the law, to the extent permitted by law and provided we notify you reasonably and let you defend.

42. Force majeure

Neither party is in breach to the extent performance is prevented by an event beyond its reasonable control, such as natural disaster, war, epidemic, telecom or power failure, government action or an outage at a key provider. This does not excuse payment obligations already due.

43. Notices

We send notices to the workspace owner's registered email and through in-platform notifications. You are responsible for keeping your email current. Notices are deemed received when sent. To contact us: [email protected].

44. Changes to these Terms

We may amend these Terms. We will notify you of material changes with reasonable advance notice (normally at least 14 days) by email or in the platform, and the version number and update date are shown at the foot of the document. Continuing to use the Service after a change takes effect is acceptance; if you disagree you may cancel before then. Changes are not applied retroactively to a period already paid in a way that harms you.

45. Governing law

These Terms are governed by and interpreted under the laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and its implementing regulations, the Personal Data Protection Law (PDPL) and its implementing regulations, and applicable tax and commercial laws.

46. Disputes and contact

We encourage contacting us first to resolve any dispute amicably: [email protected]. If it cannot be resolved within a reasonable period (30 days from written notice), the competent judicial authorities in the Kingdom of Saudi Arabia have jurisdiction.

47. Entire agreement

These Terms together with the referenced policies are the entire agreement between you and us regarding the Service and supersede earlier understandings. If they conflict with a dedicated written contract signed by us (such as Enterprise), the dedicated contract prevails to the extent of the conflict.

48. Severability

If any provision is held invalid or unenforceable, the rest remains in force and the invalid provision is replaced by a valid one that achieves the closest lawful purpose. Failure to exercise a right is not a waiver. You may not assign these Terms without our written consent; we may assign them in connection with a transfer of the business.