Terms of service

1. Who we are and what these terms cover

The Service is provided by Adenium Consultancy - F.Z.E, a free zone establishment licensed by the Free Zones Authority of Ajman under licence no. 32555, tax registration number (TRN) 104836129700001, registered address FL.H-01582, C1 Building, Ajman Free Zone, Ajman, United Arab Emirates, Makani no. 4442612247, which operates Samatrica (“Samatrica”).

Samatrica provides an AI assistant that answers visitors on a business’s website, finds free slots and takes booking requests, together with a dashboard for the business’s team (the “Service”). These terms are an agreement between Samatrica and the business that opens an account (the “Business”), for example a health clinic, a salon or any other business that takes bookings. They do not create a contract between Samatrica and the Business’s customers or patients.

2. What the Service does, and does not do

The assistant answers questions and takes appointment requests using the resources, opening hours and information the Business configures. Every appointment request must be confirmed or declined by the Business: the assistant never confirms appointments on its own.

The Service does not provide medical advice, diagnosis or treatment, and is not an emergency service. The Business must not configure or use the assistant to give medical advice, and remains solely responsible for all healthcare it provides.

3. The Business’s responsibilities

The Business keeps its account credentials confidential and is responsible for the actions of its employees in the dashboard. The information it configures (services, doctors, hours, descriptions) must be accurate and lawful.

Towards its customers, the Business is the data controller: it must have a lawful basis to process the personal data collected through the chat, inform customers about this processing in its own privacy notices, and answer their data-protection requests. The data processing agreement between the Business and Samatrica (Section 9) governs Samatrica’s processing on the Business’s behalf.

4. Acceptable use

The Service may not be used for unlawful purposes, to send spam, to collect data of persons without a lawful basis, to probe or disrupt the Service’s security, or to build a competing product. The chat widget may only be installed on websites the Business controls.

5. Answers generated by AI

The assistant’s replies are generated automatically by artificial intelligence from the information the Business configures. They can be incomplete or wrong, so the Business must keep that information accurate and up to date, and check conversations in the dashboard regularly. Samatrica does not guarantee the accuracy of any individual reply.

The widget tells visitors that they are talking to an AI assistant, and the Business must not hide this or suggest otherwise. The Business remains responsible towards its customers for the information and services it offers.

6. Fees and cancellation

Fees, billing periods and payment methods are stated when the subscription is agreed, and may be updated with at least 30 days’ notice by email; price changes never apply retroactively, and the Business may cancel before they take effect. There is no minimum term: the Business can cancel at any time, the subscription ends at the close of the billing period already paid, and nothing further is charged. A one-time setup fee, in the amount shown at signup, for configuring the Business’s services, prices, staff and chat widget, is charged at signup; it is not refundable once that work is done, as described in the refund policy.

Fees are exclusive of value added tax and other taxes. For Businesses established in the United Arab Emirates, UAE VAT (currently 5%) is added to the invoice; Businesses established outside the UAE account for any VAT or similar tax due in their country, including under the reverse-charge mechanism.

7. Intellectual property

Samatrica and its licensors own the Service, including its software, design and documentation. During the subscription, the Business receives a non-exclusive, non-transferable right to use the Service for its own business. The Business may not copy, modify, reverse-engineer or resell the Service, except as the law expressly allows.

The Business keeps all rights in the content it provides (descriptions, services, images, opening hours) and grants Samatrica the right to use that content only to provide the Service. Samatrica may use suggestions and feedback about the Service freely, without obligation to the Business.

8. Confidentiality

Each party keeps confidential the non-public information it receives from the other in connection with the Service, uses it only for this agreement, and discloses it only to employees and advisers who need it and are bound by confidentiality, or where the law or a court requires. This obligation continues for three years after the agreement ends; personal data remains protected as described in Section 9 and in the data processing agreement.

9. Data protection

For personal data of customers and other chat users, the Business is the controller and Samatrica the processor under applicable data protection law: the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) and, where it applies, the GDPR. A data processing agreement, including Samatrica’s sub-processors and security measures, forms part of this agreement. Samatrica hosts the Service’s data with a third-party hosting provider located in the European Union.

Where the Business provides healthcare, appointment requests can reveal health information, which the GDPR treats as a special category of personal data. The Business confirms it is entitled to collect such data from its patients, and Samatrica processes it only to provide the Service.

10. Availability

Samatrica provides the Service with reasonable skill and care, but does not promise uninterrupted availability. Planned maintenance and outages can occur; the chat widget is designed to degrade quietly on the Business’s website when the Service is unreachable.

11. Liability

To the extent permitted by law, Samatrica’s total liability under this agreement is limited to the fees the Business paid in the 12 months before the event giving rise to the claim, and Samatrica is not liable for indirect damages such as lost profits. Nothing in these terms limits liability that cannot be limited by law.

12. Termination and data

Either party may terminate with effect at the end of the paid period; Samatrica may suspend or terminate immediately on a serious breach of these terms. After termination, the Business can request an export of its data for 30 days; afterwards Samatrica deletes the Business’s personal data, except where law requires longer retention.

13. General provisions

Neither party is liable for a delay or failure caused by events beyond its reasonable control, such as natural disasters, war, government action, or major failures of the internet or of hosting providers; payment obligations already due are not suspended.

Notices under this agreement are given by email: to Samatrica at contact@samatrica.com, and to the Business at the email address of its account. The Business may not transfer this agreement without Samatrica’s written consent; Samatrica may transfer it to an affiliate or to a successor of its business, with notice to the Business.

These terms, the data processing agreement and the refund policy are the entire agreement between the parties about the Service. If a provision is found invalid, the rest remains in force, and the invalid provision is replaced by a valid one as close as possible to its purpose.

14. Changes, law and disputes

Samatrica may update these terms with at least 30 days’ notice by email, and the Business may cancel before the changes take effect; continued use after the notice period means acceptance. Changes required by law or for security reasons may apply immediately. These terms are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Ajman, and the courts of Ajman (the Federal Court of First Instance in Ajman as the court of first instance) have exclusive jurisdiction.

These terms are provided in several languages for convenience; in case of discrepancy, the Arabic version prevails.