Terms of Service

1. Agreement to Terms

AIGEX Engage is a service of AIGEX VISION (“AIGEX”, “we”, “us”). By creating an account or using the AIGEX Engage platform, you, the business using it (“the Merchant”, “you”), agree to these Terms of Service. If you do not agree, do not use the service. AIGEX Engage is a business-to-business service and is not intended for anyone under 18.

2. The service

You connect your Facebook Page, Instagram professional account or WhatsApp business number. An AI assistant answers the messages your customers send you, using your catalogue, your knowledge base and your instructions, and can record their orders. Your team can pause the assistant for any conversation and reply from the AIGEX inbox. How we handle data is described in our Privacy Policy, which forms part of these Terms.

3. Artificial intelligence limitations

The assistant is grounded in your catalogue and settings and checked by safeguards, but AI is not deterministic: it can occasionally give an incomplete or incorrect answer.

Your review: you are responsible for the information you give the assistant (prices, stock, delivery terms) and for checking the orders it records. AIGEX is not liable for losses caused by an automated reply that relied on incorrect or outdated information, or that you did not correct.

4. Human oversight

The dashboard notifies you of conversations that need a person and hands them to your team. You are responsible for monitoring your conversations, answering the ones handed to you, and stepping in when the assistant should not continue.

5. Meta platforms: Facebook, Instagram and WhatsApp

By connecting a channel you agree to comply with Meta’s terms and policies for it, including the Meta Platform Terms, the Messenger Platform Policy, the Commerce Policies, the Meta Terms for WhatsApp Business Platform and the WhatsApp Business Messaging Policy. You only sell goods and services those policies allow.

• Customers write first: AIGEX only answers people who have written to you. It does not send marketing messages, broadcasts or template messages, and never writes to a customer first.
• Messaging windows: the assistant and all automatic messages reply only within 24 hours of the customer’s last message. On WhatsApp, every reply, including your team’s, stays within those 24 hours.
• Human agent replies (Messenger and Instagram): where this option is enabled for your organisation, a member of your team may reply up to 7 days after the customer’s last message. Such a reply is sent with Meta’s Human Agent tag and must be written by a person, answer that customer’s own request, and contain no promotional content.
• Your accounts: your Page, Instagram account and WhatsApp Business Account belong to you. Meta may restrict them under its own policies; AIGEX does not control those decisions and is not liable for them. Meta bills you directly for WhatsApp messages where its pricing applies.

6. Your customers’ data

For your customers’ data you are the data controller and AIGEX acts as your processor, as described in the Privacy Policy. You confirm that you may process your customers’ messages for these purposes and that you inform them, as the Privacy Policy describes, that an assistant answers on your behalf.

7. Acceptable use

You may not use AIGEX Engage to send spam, unsolicited or misleading messages, fraudulent offers, or illegal or explicit content, to harass anyone, or to try to access another organisation’s data or our systems.

8. Plans, fees and message quotas

• Each plan includes a monthly quota of assistant replies; automatic notices do not count towards it. Prices are shown without tax.
• No refunds: each automated reply has a real processing cost, so subscription fees and quota top-ups are non-refundable once paid or used.
• Cancellation: you may cancel at any time; the current billing period is not refunded pro rata.

9. Limitation of liability

To the maximum extent permitted by law, AIGEX, its founders and affiliates are not liable for indirect, incidental, special or consequential damages, including lost profits, goodwill or data, arising from the use of or inability to use the service.

Liability cap: AIGEX’s total liability to you will not exceed the amount you paid AIGEX in the twelve (12) months before the event giving rise to the claim.

10. Suspension, termination and deletion

We may suspend or terminate an account that breaches these Terms or Meta’s policies, with notice where reasonable. You can stop at any time: disconnect your channels in Settings, and delete your organisation from Settings. Access ends immediately and your data is permanently erased after a 30-day grace period, as the Privacy Policy describes.

11. Changes to these Terms

We update these Terms when the service or the law changes and show the date at the top. Significant changes are announced in the dashboard. Continuing to use the service after a change means you accept the updated Terms.

12. Governing law

These Terms are governed by the laws of Tunisia. Any dispute that cannot be settled amicably will be brought before the competent courts of Tunis.

13. Contact

For any questions regarding these terms, please contact us at: contact@aigex.org