Terms of Service

The following words have a specific meaning throughout this agreement:

• Platform: the Capi Agent service with all its parts — the dashboard, the agent, the chat widget on your store, the connectors to commerce platforms and messaging channels, and the public website. It is operated by "Capi Agent" ("we", "us").
• Merchant ("you"): the person or business that opens an account and uses the Platform for commercial purposes, together with all members of its team.
• Customer: anyone who contacts your store through a channel connected to the Platform, or whose data exists in your store (a buyer, a visitor, or a subscriber).
• Plan / Order Form: the limits, add-ons and price you choose on the pricing or billing page, or — for Enterprise customers — the written agreement signed between us. A written Order Form prevails over these terms where they conflict, but only in the clauses it expressly addresses.
• Content: everything you or your team enter into the Platform: product data and prices, the knowledge base, templates, agent rules, settings, and uploaded files.
• Customer Data: the personal data of your customers processed through the Platform — conversations, phone numbers, email addresses, social handles, orders, carts, tags, notes, and marketing consent state.
• Linked documents: the Privacy Policy, the Data Processing Agreement, the Acceptable Use Policy, the AI Policy, and the Channel Policies. All of them are part of this agreement, and all are collected on the legal documents page.

By using the Platform — whether by creating an account, connecting a store, or running an agent — you accept these terms and the linked documents. If you do not accept them, do not use the Platform.

• The Platform is for business use only. You must be at least 18 years old, and we do not offer the service to consumers as individuals.
• If you use the Platform on behalf of a company or business, you confirm that you have the authority to bind it to these terms, and "you" in this agreement means that business.
• Every member you add to your team uses the Platform under your account and under these terms, and it is your responsibility to make them aware of it.

The Platform provides one AI agent that talks to your store's customers — you see it under different names depending on the channel and role (Seli, Helpi, Promo, Watso, Webi, Mailo), but it is a single engine — and it answers product questions from your synced catalog, tracks orders, recommends products, issues coupons, receives refund and cancellation requests, and escalates to a human when it should.

Around it: CRM, a unified inbox across all channels, marketing automations and campaigns, analytics, a knowledge base, and billing. A seventh agent named Capi (the manager) talks only to you inside the dashboard: it reads your store's numbers and proposes actions, and executes nothing until a person on your team approves it. It never appears to your customers.

You can connect your store platform (Salla, Zid, Shopify, WooCommerce, ikas, IdeaSoft, Ticimax, T-Soft, PlatinMarket) and the messaging channels listed in the channels section. The service evolves continuously: we may add or change features, and if we must retire a material feature you rely on, we will notify you at least 30 days in advance.

Every new account gets a 14-day free trial with all features, no credit card required. You can subscribe to a paid plan at any time during it from the billing page.

If the trial ends without a paid plan, your account is not locked and your data is not deleted; it switches to a read-only state: you can view everything and use the billing and settings pages, while agent replies, campaigns, and automations stop until you subscribe. Subscribing puts the account back to work immediately.

The trial is available once per business. Opening repeated accounts to obtain additional trial periods violates these terms.

• You must provide accurate information at signup and keep it up to date.
• You are responsible for the confidentiality of your login credentials (your password or the linked Google account) and for all activity under your account. We strongly recommend enabling two-factor authentication from the security page and storing the backup codes somewhere safe.
• You are responsible for your team members and for the roles and permissions you grant them. Any action performed by a member of your organization is attributed to your organization. A suspended member cannot perform any action, and team invitations are personal links — do not share them.
• The Platform records sensitive operations (exports, permission changes, campaign sends, approvals of agent actions, settings changes) in an audit log retained for 12 months — never including credentials.
• Notify us immediately at security@capiagent.com if you suspect any unauthorized access. Technical details are on the Security page.

• The subscription is monthly and auto-renewing, priced in US dollars, and it is one subscription with a base price that increases with the limits and add-ons you choose (conversations and emails per month, plus any optional add-on). The final price is shown to you on the pricing page and on the billing page before any charge.
• Your own AI key: if you store your own API key (Anthropic, OpenAI, or Google), the plan price is lower, and agent turns that go through your key are billed to you directly by the provider and are not counted against your plan allowance. Turns that go through our key are counted against the AI allowance of your plan, with a spend ceiling per store.
• Payment is processed by Stripe. By subscribing you authorize us to charge the subscription amount periodically until you cancel. We never see your card number — Stripe holds it, and we store only the subscription status, the last 4 digits, and the card brand.
• You can cancel the subscription at any time from the billing page. Cancellation takes effect at the end of the current paid period, and you keep using the service until then. There is no pro-rata refund for the remaining days unless applicable law requires it.
• Upgrades take effect immediately with a proration handled by Stripe. Downgrades take effect on the next cycle.
• If a payment fails, we retry according to Stripe's retry cycle. After a final failure, the account is suspended — data remains readable, but message sending and automations stop until the payment is settled.
• Prices exclude applicable taxes (such as VAT), which are added according to your legal location. Any withholding tax imposed by your country is borne by you, so that we receive the full amount.
• Plan limits are enforced directly on the server. When you reach a limit, the affected feature stops or is deferred and we notify you; you can raise the limit from the billing page.

Your Platform subscription does not include third-party fees that you pay directly: WhatsApp conversation fees that Meta collects from you directly, the cost of AI model usage if you use your own API key, and the fees of your store platform or any service you connect to your account. These are billed by their provider; we neither intermediate nor refund them.

The channels available today: WhatsApp (through Meta's WhatsApp Cloud API), Instagram and Messenger direct messages (through Meta), X direct messages, the chat widget on your website, and email from your own domains. TikTok and Snapchat are not available at this time, and we make no promise about them.

• By connecting any channel, you accept its operator's terms and commit to them: Meta's WhatsApp Business, Messenger and Instagram policies, and the X rules. A refusal or restriction of your account or number by an operator is not a breach on our side.
• On WhatsApp, Instagram and Messenger there is a 24-hour window to reply after the customer's last message; outside it, on WhatsApp, only a Meta-approved template can be sent. The Platform monitors your number's quality rating every 6 hours and slows or defers sending when it drops, to protect the number.
• Email is sent from domains you own — a support address for conversations and a marketing sender for campaigns — and you verify their DNS records from the dashboard. The reputation of those domains is your responsibility.
• The chat widget is shown on your store with the settings you choose, and it is your responsibility to display the appropriate notice to your visitors (for example "AI assistant").
• You can disconnect any channel from the integrations page at any time; disconnecting clears the stored credentials.

The full details for each channel are on the Channel Policies page.

The agent generates replies probabilistically, and despite all the controls in place it can make mistakes or reply in unexpected ways. That is why the Platform gives you real controls, and it is your responsibility to use them before running the agent on a live channel:

• Choose the autonomy level on the agent page: from 0 (observe and take notes only) to 4 (execute without limits). The default is level 2: any risky action goes to a human approval queue before it runs.
• Set the discount cap and refund cap — a cap overrides the autonomy level: any action exceeding it goes to approval even if the level is "execute". Every tool that spends money, grants a discount, or changes an order passes through this control.
• Review the knowledge base regularly — the agent's accuracy depends on the accuracy of the content you feed it.
• Enable escalation rules for sensitive cases, and watch the pending actions page.

If a model provider goes down, the Platform tries the next provider you have configured, and if all of them fail it hands the conversation to a human — it does not go silent. Any commercial commitment arising from an agent reply (a discount, a promised delivery date, a refund) is yours toward your customer. Your store's data is never used to improve another merchant's agent. Details are on the AI Policy page.

You must not use the Platform to:

• Send bulk messages to people who have not given you explicit consent (spam), import purchased or scraped number lists without permission, or ignore unsubscribe requests.
• Violate the policies of Meta, X, or your store platform, or any law that applies to you — including the Saudi Personal Data Protection Law and the Turkish KVKK.
• Sell products or services that are illegal, or promote fraudulent or misleading content.
• Present the agent as a human when a customer explicitly asks whether they are talking to a bot.
• Attempt to breach the Platform, bypass plan limits programmatically, access another organization's data, or manipulate the agent through content designed to bypass its controls.
• Resell the service or make it available to a third party without a written agreement with us.

The full list is on the Acceptable Use Policy page. Violating this section may lead to immediate suspension of the account without prior notice, especially when the violation puts WhatsApp numbers or the Platform's reputation at risk.

Your customers' data belongs to you. You are its controller, and we process it on your behalf as a processor under your documented instructions, according to the Data Processing Agreement and the Privacy Policy. We do not use it for any purpose of our own, we do not sell it, we do not use it for advertising, and we do not train models on it.

In return, you warrant that you:

• Collected this data lawfully and have a legal basis to contact its owners, and have documented explicit opt-in before any marketing message.
• Publish your own privacy notice to your customers that names your use of a processor like us.
• Comply with your country's requirements — including registration with the İYS system in Turkey for commercial messages, because the Platform is not integrated with it.
• Handle your customers' requests (access, correction, deletion) — we assist you within 30 days at most.

You can export your data at any time from the data rights page: a complete JSON bundle (capped at 5,000 rows per collection, with a manifest stating the caps) or CSV files for customers, products, and orders. Encrypted credentials are never exported.

Each party keeps confidential the non-public information it learns from the other party because of this agreement, and uses it only to perform it. For us this covers your Content, your Customer Data, your store's numbers, and your settings; for you it covers any unpublished technical or commercial information about the Platform.

The obligation does not cover information that became public through no fault of the receiving party, that it already held, or that it is required to disclose by legal order — in which case we notify you before disclosing, where the law allows. The obligation continues after the agreement ends for as long as the information remains confidential, and without time limit for Customer Data.

The Platform, its code, design, models, agent names, and trademarks are ours. You receive only a limited, non-exclusive, non-transferable right to use it for the duration of your subscription, for your business purposes. You must not copy the Platform, reverse-engineer it, or build a competing product from it.

Your Content (your products, knowledge base, templates, rules, customer data) remains entirely yours. You grant us only the license needed to run the service for you — for example, passing a product description to the model provider so it can answer your customer. You are free to use the replies the agent generates in your conversations.

Any suggestion or feedback you give us about the Platform may be used by us without any obligation or compensation, but without disclosing your identity or your confidential data.

Some features are offered to you as "beta" or "preview" or are off by default (such as agent evaluation). These are provided as is, may change or be withdrawn without prior notice, and are not covered by any warranty or availability commitment in this agreement. Using them is optional and at your own risk.

We work to keep the Platform continuously available, but we do not offer a contractual availability guarantee (SLA) on standard plans. Enterprise customers can agree a written SLA with us as part of their Order Form.

Interruptions may occur due to scheduled maintenance (we try to announce it in advance and choose low-usage hours), emergency maintenance for security reasons, an outage at a core provider (Meta, X, Stripe, the model provider, your store platform, our hosting providers), or circumstances beyond our control. We take a daily backup of the database, which we retain for 30 days.

By you: you can cancel your subscription at any time from the billing page (effective at the end of the paid period), and you can request permanent closure of your account from the data rights page — the request requires typing your organization's name to confirm.

By us: we may suspend or terminate your account if you violate the acceptable use section or the linked documents, if payment fails definitively, if your usage puts the Platform, WhatsApp numbers, or other users at risk, or if a regulatory authority requires it. In non-urgent cases we notify you first and give you a chance to remedy.

Effect of termination: after termination, your data is deleted within 30 days — during that period you can cancel the deletion from the data rights page and export what you need. After that, customers, orders, conversations, and integrations are permanently erased and leave the backups within a further 30 days. Billing records are retained as required by accounting law. Clauses that by their nature survive (confidentiality, intellectual property, limitation of liability, indemnity, governing law) remain in force.

The Platform is provided "as is" and "as available". To the maximum extent permitted by law, we make no express or implied warranties of merchantability, fitness for a particular purpose, uninterrupted operation, or freedom from errors.

In particular, we do not guarantee that the agent always replies correctly or appropriately, that using the Platform will produce sales or specific results, or that messaging channels, store platforms, or model providers will remain available or keep their terms unchanged. The analytics and recommendations the Platform shows are decision-support tools, not professional advice.

To the maximum extent permitted by applicable law, our total liability to you for any claim arising from this agreement is limited to the subscription fees you actually paid during the 12 months preceding the event that gave rise to the claim.

We are not liable for indirect, consequential, or special damages (loss of profit, loss of customers, loss of reputation, loss of data resulting from a deletion performed by you or your team), nor for damages resulting from your violation of Meta, X, or store-platform policies, nor for an action the agent executed within the limits and level you configured, nor for an outage at a third party.

This section does not limit liability that the law does not allow to be limited, such as fraud or damage caused by gross negligence or willful misconduct.

You agree to indemnify and defend us (us and our team) against any claim, fine, loss, or reasonable cost, including legal fees, arising from:

• your Content, your products, or what you present to your customers through the Platform;
• the way you collected your customers' data, the absence of consent or a legal basis to contact them, or a claim from a customer or regulator in that regard;
• your violation of Meta, X, or store-platform policies or of the Channel Policies, including any fees or bans resulting from it;
• your violation of these terms or of the law that applies to you.

We will notify you of the claim reasonably promptly, cooperate with you in the defense at your expense, and will not settle any claim that imposes an obligation on you without your consent.

We may change these terms. We notify you of material changes by email to the account owner's registered address and by an in-dashboard notice at least 30 days before they take effect. If you do not agree with a change, you can end your subscription before it takes effect; continuing to use the Platform after it takes effect means you accept it. Non-material changes (a wording clarification, an added link) take effect from the date published at the top of this page.

These terms are governed by the laws of the Kingdom of Saudi Arabia, and any dispute is resolved before its competent courts — unless mandatory law in your country grants you the right to bring proceedings in your local courts as a consumer or small business.

Before any legal action, we ask both parties to try to resolve the disagreement amicably: write to legal@capiagent.com describing the issue, and we will try to reach a solution in good faith within a reasonable time. This does not prevent either party from seeking urgent relief to protect its data or rights.

• Notices: our notices to you go to the account owner's registered email and as an in-dashboard notice, and are deemed received when sent. Your notices to us go to legal@capiagent.com. Keep your email address up to date.
• Entire agreement: these terms, together with the linked documents and the Order Form (if any), form the entire agreement between us regarding the Platform and replace any prior agreement or offer.
• Severability: if any clause is found invalid or unenforceable, it applies to the maximum extent possible and the remaining clauses stay in force.
• Assignment: you may not transfer this agreement or your account to a third party without our written consent. We may transfer it to an entity that succeeds us in operating the Platform, provided it is bound by the same terms, and we will notify you.
• No waiver: a party's delay in exercising a right does not mean it has waived it.
• Force majeure: neither party is liable for delay or failure caused by circumstances beyond its reasonable control, except payment obligations.
• Language: these terms are published in Arabic, English, and Turkish with the same meaning. In case of any difference in interpretation, the Arabic version is the reference.

For any question about these terms or to request an Enterprise Order Form: legal@capiagent.com or through the contact page. We reply within 5 business days at most. For privacy questions: privacy@capiagent.com, and for security reports: security@capiagent.com. For help using the Platform and customer service: support@capiagent.com.