Terms of service

The service

Hamada is an Arabic-first AI assistant platform with two kinds of account:

• Personal: a personal assistant in the app, on the website and on Telegram that answers you and remembers you, sets reminders, reads files and voice notes, can use the apps you connect, and takes voice calls in the app.
• Business: a team of department assistants (customer service, sales and others) that answers customers on WhatsApp, the widget and links and helps your team internally, with the "business knowledge" it learns from, an inbox where a staff member can step in, and team roles and approvals.

Your account

• You must be at least 18 and give accurate, up-to-date details.
• You are responsible for keeping your account and devices secure and for what happens through them. If you think someone else got into your account, contact us at once.
• Business accounts: the owner is responsible for the team members they add and their roles (owner, admin, staff), and for what they do on the business’s behalf.
• Your account may be created automatically with your first message to the assistant on Telegram; these terms apply to it from that moment.

Acceptable use

You must not use Hamada for:

• Anything unlawful under Egyptian law or the law where you are, or fraud, deception or impersonating anyone.
• Spam or unsolicited messages, messaging people on WhatsApp without their consent, or breaking Meta’s or Telegram’s policies.
• Harassment, threats or hate speech, or any content that exploits or harms children.
• Infringing anyone’s intellectual property or privacy, or uploading people’s data without a legal basis.
• Trying to reach another customer’s data, probing the system for vulnerabilities without our written permission, disrupting the service, getting around limits and credits, or reselling the service without an agreement with us.
• Uploading malware, or trying to push an assistant past its safeguards or the approval controls.
• Relying on an assistant alone for critical medical, legal or financial decisions without a professional’s review.

We may suspend an account that does this or harms the service or others, and tell you why when we can.

AI output

Replies are written by an AI model and can be inaccurate, incomplete or out of date even when they sound confident. Check anything important before relying on it; replies are not professional medical, legal, financial or tax advice.

You (or the business) are responsible for how replies are used and for what is sent in your name. A business must tell its customers they are talking to an AI assistant and that they can ask for a person.

Other users may get similar replies; we do not promise a reply is unique.

Confirmation before sending, paying, deleting or booking

An assistant never sends anything to an outside party, pays or requests a payment, deletes, or books an appointment without your explicit approval or that of the approver the business set, and you can edit or reject the action before it runs.

Approving an action means you asked for it, so check the details before you tap "Approve". Actions we cannot carry out technically (such as refunding a customer or ordering from a supplier) become a task for your team.

Before a task expected to use many credits, the assistant shows you an estimate and asks for your approval.

Subscriptions and credits

• Prices, plans, add-ons and credit packs are shown in the app and on the pricing page in your region’s currency, before tax; VAT is added on the invoice according to your country.
• We may change prices from time to time. A change applies to existing subscribers from their next renewal, or to new customers only, as we announce it, and we tell you before it takes effect.
• Subscriptions renew automatically at the end of each period (monthly or yearly) with your saved payment method until you cancel. If a payment fails we retry and remind you, then the account is suspended (assistants become read-only) and your data is kept.
• Credits are used according to usage (messages, voice, files, search and so on) at the rates shown in the app, with spending limits you can set. Credits do not expire while your account exists, and lapse when the account is deleted.
• Meta’s fees for WhatsApp messages are passed on at cost and itemised. With your own Anthropic key, no credits are used for the model and you pay Anthropic directly.
• Payment is through Paymob, Fawry or Stripe depending on your region; a subscription or credits are activated only after the payment provider confirms the payment.

Cancellation and refunds

• You can cancel a subscription at any time on the billing page. Cancelling takes effect at the end of the paid period; you keep the features until then, and the unused part of the period is not refunded.
• Credit packs you bought: a pack none of whose credits you have used can be refunded within 14 days of purchase — write to support@hamada.ai.
• Refunds go back to the same payment method, in the time the payment provider needs.
• If we charge you by mistake, or the service is down for a long time because of us, we put it right with credits or a refund.
• None of this limits your rights under Egypt’s Consumer Protection Law No. 181 of 2018.

Business accounts and their customers’ data

The business is the controller of its customers’ data, and we process it on its behalf. The business is responsible for having a legal basis to collect its customers’ data and to message them (for example their consent to WhatsApp messages), for telling them it uses an AI assistant and about its own privacy policy, for answering their requests about their data, and for not uploading sensitive data it does not need.

Data processing terms (businesses)

This section is a data processing agreement between us and the business and part of these terms:

• Subject and duration: processing the data of the business’s customers and team to provide the service, for the term of the subscription and until deletion is complete.
• Types of data and data subjects: contact details, conversations, attachments and orders of the business’s customers, and data about its team members.
• We process the data only on the business’s documented instructions (its settings and use of the service) and for no other purpose.
• Our staff are bound to confidentiality, and we apply the security measures described in the privacy policy.
• We use the sub-processors listed in the privacy policy and announce any addition in advance; the business may object, or end its subscription if it does not agree.
• We help the business answer individuals’ requests (access, copy, correction, deletion) and with impact assessments where needed.
• We tell the business of any breach affecting its data without undue delay, and help it report it.
• When the subscription ends or deletion is requested, the business can download a copy of its data; we then delete it after 30 days (backups expire within 14 days after that), except what the law requires us to keep.
• On reasonable request we give the business the information needed to show we comply with these terms.

WhatsApp and Telegram

Connecting a WhatsApp number goes through Meta’s WhatsApp Business Platform and needs Meta’s approval of the business account, the number, its display name and message templates. We do not control Meta’s decisions or timing, and Meta may suspend or restrict a number under its policies.

The business must follow WhatsApp’s business policies, including messaging only people who opted in and replying within the 24-hour window or with approved templates.

WhatsApp is available to business accounts only, and only for the customer-facing assistants; the personal assistant and internal assistants never run on WhatsApp.

Using Telegram is also subject to Telegram’s terms.

Connected apps

You can connect other apps (such as Google Calendar, Google Drive, Notion, Asana and others). They are independent services under their own terms and policies, and your relationship with them is direct.

We reach a connected app only with the permissions you granted, and only to do what an assistant asks for on your instruction. You can disconnect any app at any time.

We are not responsible for these apps’ availability, their content or changes their providers make.

Content and ownership

What you upload or write stays yours. You give us a limited permission to use it only to provide the service to you. The replies an assistant writes for you are yours to use as you like, at your own responsibility.

The Hamada software, design, name and brand belong to us and may not be copied or reused without permission.

If you send us a suggestion, we may use it to improve the service with no obligation to you.

Availability and support

We work to keep Hamada available and secure, but the service may sometimes stop for maintenance or because of faults at our providers. An idle assistant is paused to save resources, so the first reply after a quiet spell can take a few seconds.

We promise no particular availability level except in a written Enterprise agreement.

We may develop the service and change its features, and we tell you in advance of any change that materially reduces what you pay for.

Support: support@hamada.ai.

Closing your account and deleting data

You can download your data and delete your account or business at any time in Settings. Final deletion happens after 30 days, and you can cancel before then. Details on the "Data deletion" page.

We may suspend or close an account for breaking these terms or non-payment, after telling you when we can and giving you a chance to download your data, unless immediate suspension is needed to protect the service or others or is required by law.

Limitation of liability

The service is provided "as is" and "as available". To the extent the law allows, we are not liable for indirect or consequential damage, such as lost profit, data or reputation, nor for damage from relying on an assistant’s replies without checking them, or from third-party apps and providers.

Our total liability for any claim is limited to what you paid us in the twelve months before it.

Nothing here excludes our liability for fraud or gross negligence, or any liability the law does not allow us to exclude.

You are responsible for damage to us or others caused by your breach of these terms or the law.

Governing law and disputes

These terms are governed by the laws of the Arab Republic of Egypt. We first try to settle any dispute amicably within 30 days of your written notice to support@hamada.ai; failing that, the courts of Cairo have jurisdiction.

Changes to these terms

We may change these terms. The version and effective date are at the top of the page, and we tell you in the app or by email at least 14 days before any material change. Using the service after it takes effect means you accept it; if you do not, you can cancel your subscription and delete your account.

Contact

Service provider: the company operating Hamada.

Contact: privacy@hamada.ai for privacy and data, support@hamada.ai for support.