1. Who these terms are with

Our customer is the business that subscribes. The people that business talks to through the platform are its own customers, not ours. We never have a direct relationship with them, and nothing here creates one. That distinction runs through the whole document: it is why the obligations about consent, opt-out and what may be promised in a message sit with the business.

2. Accounts

• An account is for a registered business or a person acting for one. It is not offered to anyone under 18.
• The business is responsible for its staff accounts, for the roles and permissions it grants them, and for everything done under those accounts.
• Each staff account is created with a password we issue once. It is shown to whoever created the account and cannot be read back afterwards, though a fresh one can be issued for an account that has not yet been signed into. The service sends no email, so it is the business that passes the password to its colleague, and the account holder should change it at first sign-in.
• Credentials must be kept confidential. Tell us at once if an account is compromised.
• Details given at sign-up must be accurate and kept up to date. We use them to reach the business directly, which is the only way we contact it: the product sends the business no email, and its in-app notifications carry only operational alerts about the business's own records.

3. What the business may and may not do

The service may not be used to:

• send unsolicited bulk messages, or message anyone who has not opted in where the channel or the law requires opt-in
• ignore an opt-out. A customer who asks to stop being contacted must be honoured across every channel
• send unlawful, deceptive, harassing or infringing content, or impersonate anyone
• upload malware, attempt to breach the platform or another tenant's data, or probe it without written permission
• resell or white-label the service without a written agreement, or use it to build a competing product
• collect special categories of personal data, such as health, biometric or financial-account data, through the platform, which is not designed to hold them

We may suspend an account that breaches this section. Where the breach risks immediate harm, to recipients, to a messaging platform's standing, or to the service, suspension may come before notice.

Suspension does not lock the business out of its own records. What it stops is the outward-facing half of the service: the public web-chat and call links the business hands to its customers stop working, and the periodic automatic passes stop running for that business, so no follow-up, reminder or payment chase is raised while it is suspended. Staff can still sign in and read and work on what is already there. Where a breach warrants removing access altogether, that is a separate step and we will say so.

4. Connected channels are governed by their own rules too

When a business connects WhatsApp, Instagram, Telegram, Gmail or Google Calendar, it also accepts that provider's terms and policies, and those rules bind it independently of these terms. They are not incidental:

• Messaging windows. WhatsApp and Instagram both allow a free-form reply only inside 24 hours of the customer's last message. Outside that window the provider refuses the send, and the only way through is a message template the provider has approved in advance. This platform registers no templates, so outside the window the business cannot reach that customer on that channel through the service at all. A refused send is reported on the conversation rather than retried.
• Campaigns are narrower still. A campaign reaches people who have not just written in, so it is outside the window by definition. The platform refuses to send campaigns on Instagram outright, and WhatsApp campaigns need an approved template that the platform does not provide. Which channels a campaign can actually use is shown in the product, with the reason beside each one it cannot.
• Quality ratings. Messages people report or block can lower a business's standing with the provider and reduce what it may send. That consequence lands on the business's own account.
• Access can be withdrawn. A provider may restrict or revoke a connection at any time, and we cannot restore it. The channel then stops working through the platform, which is not a failure of this service. Connections made through a provider's sign-in also expire and need reconnecting from time to time.

The business is responsible for having a lawful basis to contact each person it messages, and for keeping the records that show it.

5. The AI assistant, and who answers for what it says

When it is enabled, the assistant reads incoming messages and writes replies in the business's name, on the connected channels and on the public web chat. It answers from material the business itself put into the platform: its knowledge-base entries, its catalogue and price list, its property or vehicle records, its business profile, and the handover policy it set.

What it can do on its own

Beyond replying, the assistant can create and change records in the business's own workspace. The actions below are available. Each one is switched on or off separately for each business by us, when we configure the assistant, and a business that wants one changed asks us to change it. An action tied to a module, such as holding a hotel room, is offered only to a business that uses that module:

• Open a request. On by default. Files the customer's ask as work with an owner and a deadline.
• Schedule a follow-up. On by default. Puts a reminder to come back to this customer on the board.
• Take a booking. On by default. Holds a slot in the diary. A booking the assistant takes is recorded as pending rather than confirmed, so a colleague agrees it, and the platform's clash and opening-hours checks refuse a slot rather than the assistant overriding them.
• Record a phone number. On by default. Where the business has enabled it, the assistant may also ask a customer who has no number on file for one, and stores what they give. It never overwrites a number already on the record.
• Flag a conversation to staff. On by default. Raises a notification to the team without taking the conversation away from the assistant.
• Open a deal. Off by default. Creates an opportunity in the sales pipeline.
• Move a deal forward. Off by default. Advances an existing opportunity to a later stage.
• Hold a hotel room. Off by default. For a hotel, holds a room for the customer's stated dates as a tentative reservation. A colleague confirms it, and the hold lapses by itself if nobody does.

It cannot close or win a deal, cannot set or change a price, and cannot message a customer outside the conversation the customer started. It never sends a campaign.

When it hands over to a person

The assistant gives a conversation to a person when it cannot answer from the business's material, when the customer asks for a person, when the business's own escalation rules fire, when several customer messages go unanswered, when it or a service it depends on fails, and when the business's AI chat allowance for the month is spent. Before it stops, the customer is told in their own language that the conversation is being passed to a colleague. From that point nobody is answering until a person picks it up, so a business that receives messages outside working hours should expect a wait.

Who is responsible

Language models can be wrong. Replies are generated, not reviewed by us, and we do not warrant that any answer is accurate, complete or suitable. The business decides what material the assistant may quote, how it speaks and when it must hand over, and asks us to switch any of the actions above on or off; the business is responsible for what the assistant says to its customers, including any price, availability or commitment stated in a reply.

Whether the assistant runs at all is decided in two places. The business can pause and resume it, and configure it, at any time. We assign the underlying model and can disable it on our side, for example where a plan does not include it or where this section has been breached, and the business cannot lift that from its own settings.

Anything the assistant should never state on its own belongs behind a person. The product provides escalation rules and a shared inbox for exactly that, and a business handling regulated or high-value matters should use them.

6. Data

What the platform stores and who it is shared with is set out in the Privacy Policy, at /policy, which forms part of these terms. In short: for the business's own account data we are the controller; for the end customers it talks to, the business is the controller and we process on its instructions.

The business keeps ownership of its content: its records, its knowledge base, its conversations. We use it to run the service and for nothing else, and we do not sell it or use it for advertising. Running the service includes sending message text and the business's own published material to the model and search providers named in the Privacy Policy, because that is how a reply is generated. Deletion is described in the deletion section of the privacy policy, at /policy#data-deletion.

7. Plans, allowances and limits

Each plan carries monthly allowances for assistant chat messages, AI call minutes and SMS, and standing limits on staff seats, permission roles and catalogue rows. All of them, and what has been used, are shown inside the product. An allowance recorded as zero means that meter is not capped at all rather than that nothing is allowed.

The three monthly allowances do not behave the same way, and the difference matters:

• AI chat messages are a hard limit. Once the month's allowance is reached the assistant stops answering. Each further conversation is handed to a person, and the customer is told a colleague will reply. The business's staff can still answer by hand, and nothing else in the product stops. The allowance resets at the start of the next month, and a manager can be warned before it is reached.
• Call minutes and SMS are metered but not cut off. They keep working past the allowance and the excess is recorded.
• Seats, roles and catalogue rows are refused at the ceiling. Existing staff, roles and rows are never removed; what stops is adding another until the limit is raised. Archived catalogue rows do not count towards the limit, so archiving something the business has stopped selling is free and keeps its old invoices meaning what they meant.

Usage past an allowance is charged only where a rate for that plan has been agreed with the business and set on its account. No such rate is applied by default, so unless something has been agreed in writing, going over an allowance costs nothing beyond the effect described above.

Charges a connected provider makes directly, a messaging platform's per-message fee for instance, are between the business and that provider.

How fees are paid

The product has no payment page and no self-service billing. Fees are agreed, invoiced and settled outside the platform, and a subscription is started, extended or ended by us. Nothing in the product charges a card or takes a payment from the business.

Fees are payable in advance for the billing period and are non-refundable except where the law requires otherwise. Prices may change, and we will tell the business directly, using the contact details it has given us, at least 30 days before a change takes effect at the next billing period. Because there is no self-service billing, a business that does not accept a change should tell us rather than looking for a control in the product.

8. Availability

We aim to keep the service available, but it is provided as is, without warranty of uninterrupted or error-free operation. Parts of it depend on third parties, including messaging platforms, model and search providers and hosting, and an outage at any of them can interrupt the service. Where a dependency is unavailable the platform degrades rather than stopping: the assistant hands conversations to a person, and staff can go on working. No specific uptime is guaranteed unless agreed separately in writing.

The product has no announcement channel, so it cannot post a maintenance or incident notice to the business's screen, and its in-app notifications report only on the business's own records. Where we give notice of planned maintenance or tell a business about an incident, we do so directly, using the contact details it has given us. A business that needs a commitment to advance notice of maintenance should agree one with us in writing.

9. Liability

To the extent the law allows, we are not liable for lost profits, lost revenue, lost data or business interruption, nor for indirect or consequential loss. Our total liability for any claim is limited to the fees paid for the service in the three months before the claim arose.

Nothing here excludes liability that cannot lawfully be excluded, including for fraud, or for death or personal injury caused by negligence.

10. Suspension and ending the agreement

• Stopping. A business may stop using the service at any time. There is no cancellation control in the product, so it tells us and we end the subscription; it runs to the close of the period already paid for. We will confirm when it has been ended.
• If a subscription lapses. When a subscription's end date passes, full access continues for a further seven days. After that the workspace becomes read-only: staff can still sign in, read everything and export their records, and new records cannot be created or changed until the subscription is renewed. Nothing is deleted at that point.
• Suspension and removal. We may suspend an account for a breach of section 3, for non-payment, or where a connected provider requires it. What a suspension stops is described in section 3. We may end an account outright for a serious or repeated breach.
• After it ends. Data is removed as described in the privacy policy. Export anything needed first: the product exports customers, invoices and reports as spreadsheet files, and a read-only workspace can still export.

11. Changes to these terms

These terms may be updated. The date at the top of this page is updated with them, and the current version is always at this address. The product has no announcement channel and sends the business no email, so it will not raise a notice on screen: where a change is material we will tell the business directly, using the contact details it has given us, before it takes effect.

Continuing to use the service after a change takes effect means accepting it. A business that does not accept may stop, as described in section 10.

12. Governing law and contact

These terms are governed by the laws of [governingLaw], and the courts of [courts] have jurisdiction, without prejudice to any mandatory consumer or data-protection rights a business or its customers hold where they are established.

The service is operated by [legalEntity], [legalAddress].

Questions about these terms: support@ailin.uz