1. Agreement
These Terms of Service ("Terms") are a binding agreement between M and N Ecom Management FZ-LLC, a company incorporated in the Ras Al Khaimah Economic Zone (RAKEZ), United Arab Emirates, operating as Loomi ("Loomi", "we", "us"), and the business or organisation that creates a Loomi account ("Customer", "you"). The individual accepting these Terms confirms they have authority to bind the Customer. If a signed order form or master agreement exists between us, it takes priority over these Terms where they conflict.
2. The service
Loomi is a customer conversation platform that connects messaging channels (WhatsApp, Instagram Direct, Facebook Messenger, Telegram, and website live chat) into one inbox, with AI replies, workflows, a knowledge base, and integrations (the "Service"). We may improve, change, or discontinue features, and will not materially reduce core functionality of a paid plan during a paid term without notice.
3. Accounts
You are responsible for your Users, for keeping login credentials secure, and for all activity under your account. Each seat is for one named User and may not be shared. Tell us immediately at contact@loomichat.com if you suspect unauthorised access.
4. Plans, seats, and fees
- Subscription fees are charged per seat per month at the price shown at signup or on your order form, with a minimum seat count per account.
- Each account includes a monthly pool of AI credits. Credits are used according to the rate card shown in the product. Included monthly credits do not roll over.
- Additional credit top-ups are one-time purchases, do not expire while the account is active, and are non-refundable.
- Annual plans are billed upfront.
- Messaging platform fees are not included. Fees charged by Meta for WhatsApp conversations, and any other channel provider charges, are billed to you directly by that provider.
- Fees are exclusive of taxes. You pay any applicable VAT or similar taxes.
- Subscriptions renew automatically for the same term unless cancelled before renewal. We may change prices with at least 30 days' notice, effective from your next renewal.
- If payment fails, we may suspend the Service after notice until the account is paid.
- Except where required by law or stated in these Terms, fees are non-refundable.
5. Your responsibilities and acceptable use
You must:
- Comply with all laws that apply to your messaging, including consumer protection, privacy, and anti-spam laws.
- Comply with the terms and policies of each connected channel, including the WhatsApp Business Terms of Service, WhatsApp Business Messaging Policy and Commerce Policy, Meta Platform Terms, Instagram and Messenger policies, and Telegram's terms.
- Obtain any opt-in and consents required before messaging End Users, and honour opt-out requests promptly.
- Provide End Users with a privacy notice that covers your use of Loomi.
- Review how AI replies are configured and remain responsible for all messages sent from your account, whether written by a person or generated by AI.
You must not:
- Send spam, unsolicited bulk messages, or messages to people who have not opted in where opt-in is required.
- Use the Service for illegal, fraudulent, deceptive, harassing, hateful, or sexually explicit content, or to sell goods and services prohibited by channel policies.
- Upload malware, attempt to breach security, reverse-engineer the Service, or scrape it.
- Resell or sublicense the Service without our written agreement.
- Use the Service to collect sensitive data (such as payment card numbers or health data) unless you have a lawful basis and appropriate safeguards.
We may suspend accounts that breach this section, or if a channel provider requires it, with notice where reasonably possible.
6. Channel providers
Channels are provided by third parties (such as Meta and Telegram) that we do not control. They may change their APIs, pricing, policies, or approval decisions, or suspend your business account. We are not responsible for their actions or availability, and such changes are not a breach of these Terms by us.
7. AI features
AI replies, summaries, transcriptions, and image interpretations are generated automatically and may be inaccurate or incomplete. You decide whether AI replies are sent automatically. You should not rely on AI output for legal, medical, financial, or other professional advice to End Users.
8. Your data
You own your data, including conversation data and content you upload ("Customer Data"). You grant us a limited licence to host, process, and transmit Customer Data only to provide and support the Service and as described in our Privacy Policy. We process personal data in Customer Data as your processor under our Data Processing Addendum, which forms part of these Terms. We do not use Customer Data to train AI models.
9. Our intellectual property
We own the Service, software, brand, and documentation. We grant you a non-exclusive, non-transferable right to use the Service during your subscription. If you send us feedback, we may use it without obligation to you.
10. Confidentiality
Each party will protect the other's non-public information with reasonable care and use it only for the purpose of this agreement, except where disclosure is required by law.
11. Availability and support
We aim to keep the Service available at all times but do not guarantee uninterrupted operation. Planned maintenance will be scheduled to minimise disruption. Support is provided through contact@loomichat.com.
12. Term, cancellation, and termination
You can cancel at any time from your account settings or by emailing contact@loomichat.com; cancellation takes effect at the end of the current billing period. Either party may terminate for material breach not remedied within 15 days of notice. On termination, access ends and you may export your data for 30 days, after which we delete Customer Data as described in our Privacy Policy.
13. Warranties and disclaimers
We will provide the Service with reasonable skill and care. Otherwise, to the extent permitted by law, the Service is provided "as is" and "as available", without warranties of merchantability, fitness for a particular purpose, or non-infringement.
14. Limitation of liability
To the extent permitted by law: (a) neither party is liable for indirect, incidental, special, or consequential damages, or lost profits, revenue, or data; and (b) each party's total liability arising from this agreement is limited to the fees paid or payable by the Customer in the 12 months before the event giving rise to the claim. These limits do not apply to your payment obligations, your breach of section 5, or either party's fraud or wilful misconduct.
15. Indemnity
You will defend and indemnify us against third-party claims arising from your Customer Data, your messages to End Users, or your breach of section 5 or of channel provider policies.
16. Governing law and disputes
These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Ras Al Khaimah. The parties will first try to resolve any dispute in good faith for 30 days.
17. General
We may update these Terms by posting a new version and notifying account holders at least 30 days before material changes take effect. You may not assign these Terms without our consent; we may assign them to a successor. Neither party is liable for delays caused by events beyond its reasonable control. If any provision is unenforceable, the rest remains in effect. These Terms, the Privacy Policy, the DPA, and any order form are the entire agreement. If these Terms are provided in Arabic and English, the English version prevails.
18. Contact
M and N Ecom Management FZ-LLC (Loomi) Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates Contact@loomichat.com