Terms of Service

These Terms of Service ('Terms') constitute a legally binding agreement between you ('Clinic', 'Customer', or 'User') and Mursalai ('Company', 'we', 'us', or 'our') governing your access to and use of the Mursalai AI chatbot platform, including all related services, APIs, dashboards, and integrations. By subscribing to, accessing, or using Mursalai, you confirm that you have read, understood, and agreed to these Terms. If you are using Mursalai on behalf of a clinic or organization, you represent that you have the authority to bind that entity to these Terms. If you do not agree to these Terms, you must immediately cease using our services.

2.1 What Mursalai Provides Mursalai is a Software-as-a-Service (SaaS) platform that enables medical clinics to deploy AI-powered chatbots on WhatsApp. Our services include: • AI chatbot configuration and deployment via WhatsApp Business API • Automated patient inquiry handling and appointment booking • 24/7 patient communication automation in Arabic and English • Analytics dashboard for monitoring chatbot performance • Initial setup and onboarding support • Ongoing technical maintenance and updates 2.2 What Mursalai Does NOT Provide • Medical advice, diagnosis, or treatment recommendations • Electronic Health Record (EHR) or clinical management systems • Emergency medical services or crisis intervention • Legal, financial, or compliance consulting services Mursalai is a communication automation tool only. All medical decisions remain the sole responsibility of the licensed healthcare professionals at your clinic.

3.1 Meta Platform Requirements Our service uses the Meta WhatsApp Business API. By using Mursalai, you agree to comply with: • Meta's Platform Terms (developers.facebook.com/terms) • WhatsApp Business Policy (whatsapp.com/legal/business-policy) • WhatsApp Commerce Policy • Meta's policies regarding healthcare and medical communications 3.2 Clinic Responsibilities for WhatsApp Usage The clinic is responsible for: • Obtaining valid opt-in consent from patients before initiating WhatsApp conversations • Ensuring all communications comply with WhatsApp's messaging policies • Not using the service for spam, bulk unsolicited messages, or prohibited content • Maintaining an active, verified WhatsApp Business Account (WABA) • Promptly honoring patient opt-out requests 3.3 Prohibited Message Types The following are strictly prohibited on our platform: • Messages containing false, misleading, or fraudulent medical claims • Unsolicited promotional or marketing messages to patients who have not opted in • Content promoting illegal products, services, or activities • Collection of sensitive data (passwords, credit card numbers) via chat • Any content that violates Meta's Community Standards

4.1 Service Plans Mursalai is available on a subscription basis with a one-time setup fee and monthly or annual recurring charges. Specific pricing is communicated during the sales process and confirmed in your service agreement. 4.2 Payment Terms • Setup fee is due and payable before service activation • Monthly subscriptions are billed in advance at the start of each billing cycle • Annual subscriptions are billed in full at the start of the annual term • Accepted payment methods: bank transfer, credit card, and approved local payment methods • All prices are in Saudi Riyals (SAR) unless otherwise specified 4.3 Late Payment If payment is not received within 14 days of the due date, Mursalai reserves the right to suspend service until the outstanding balance is settled. Accounts suspended for non-payment for more than 30 days may be terminated. 4.4 Refunds Setup fees are non-refundable. Monthly subscription fees paid in advance are non-refundable for the current billing period. Annual subscriptions may be eligible for a prorated refund if cancelled within the first 30 days.

5.1 Data Ownership Patient data collected through your clinic's chatbot belongs to your clinic. Mursalai acts as a data processor on your behalf. You, as the clinic, are the data controller and are responsible for ensuring lawful processing of patient data. 5.2 Data Processing Agreement By using Mursalai, you enter into a Data Processing Agreement (DPA) with us. Our DPA is incorporated into these Terms by reference and governs how we process personal data on your behalf in compliance with applicable data protection laws. 5.3 Privacy Policy Our Privacy Policy (mursalai.com/privacy) is incorporated into these Terms by reference and describes how we collect, use, and protect data. You must ensure your patients are informed about our Privacy Policy.

6.1 You May NOT Use Mursalai To: • Provide, imply, or simulate medical diagnosis or treatment • Handle medical emergencies (patients must be directed to call emergency services) • Collect, store, or transmit patient payment card information via chat • Impersonate another person, business, or medical institution • Reverse engineer, decompile, or attempt to extract our source code • Resell or sublicense access to Mursalai without written authorization • Use the service in any manner that violates applicable laws 6.2 Emergency Situations Mursalai is NOT designed to handle medical emergencies. You must configure your chatbot to immediately direct patients reporting emergencies to call the appropriate emergency services (911 in Saudi Arabia, 998 in UAE, etc.). Failure to do so may result in immediate service termination.

7.1 Mursalai Platform All rights, title, and interest in and to the Mursalai platform, including all software, AI models, designs, logos, trademarks, and documentation, are and remain the exclusive property of Mursalai. These Terms do not grant you any ownership rights in our platform. 7.2 Your Content You retain all rights to the content you provide to configure your chatbot, including clinic information, FAQ responses, and appointment schedules. You grant Mursalai a limited license to use this content solely to provide the service to you. 7.3 Feedback If you provide feedback, suggestions, or ideas about Mursalai, you grant us the right to use such feedback for any purpose without compensation or attribution to you.

8.1 Service Disclaimer Mursalai is provided 'as is' and 'as available' without warranty of any kind. We do not warrant that: • The service will be uninterrupted, error-free, or completely secure • AI responses will always be accurate, complete, or appropriate • The service will meet all specific requirements of your clinic 8.2 Medical Disclaimer MURSALAI IS NOT A MEDICAL DEVICE AND IS NOT INTENDED TO REPLACE MEDICAL PROFESSIONALS. The chatbot provides administrative communication automation only. Any health-related information shared through the chatbot does not constitute medical advice. Clinics are solely responsible for patient care and medical decisions. 8.3 Limitation of Liability To the maximum extent permitted by applicable law, Mursalai shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, data, or business opportunities, arising from your use of or inability to use our services. Our total cumulative liability to you for any claims arising under these Terms shall not exceed the total amount paid by you to Mursalai in the three (3) months preceding the claim.

You agree to indemnify, defend, and hold harmless Mursalai, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising out of: • Your violation of these Terms • Your violation of Meta's Platform Terms or WhatsApp Business Policy • Your clinic's failure to obtain proper patient consent • Any claim by a patient relating to medical care provided by your clinic • Any violation of applicable data protection or healthcare regulations

10.1 Term These Terms begin on the date you activate your Mursalai account and continue until terminated by either party in accordance with this section. 10.2 Termination by You You may terminate your subscription at any time by providing 30 days written notice to legal@mursalai.com. The service will remain active until the end of the current billing period. 10.3 Termination by Mursalai We may suspend or terminate your account immediately and without notice if: • You violate any provision of these Terms or Meta's policies • You fail to pay any amounts owed for more than 30 days • We determine continued service creates legal or regulatory risk • You engage in fraudulent, abusive, or illegal activity 10.4 Effect of Termination Upon termination, your access to Mursalai will be deactivated. You may request an export of your data within 30 days of termination. After 30 days, your data will be permanently deleted unless retention is required by law.

We reserve the right to modify these Terms at any time. For material changes, we will provide at least 30 days notice via email to the clinic's registered email address. Continued use of Mursalai after the effective date of changes constitutes acceptance.

These Terms are governed by the laws of the Kingdom of Saudi Arabia. Any disputes arising from these Terms shall be resolved through: • Good-faith negotiation between the parties (first 30 days) • Mediation through a mutually agreed mediator (next 30 days) • Binding arbitration in Riyadh, Saudi Arabia under applicable arbitration rules Nothing in this section prevents either party from seeking emergency injunctive relief from a court of competent jurisdiction.

13.1 Entire Agreement These Terms, together with our Privacy Policy and any service-specific agreements, constitute the entire agreement between you and Mursalai regarding the subject matter herein. 13.2 Severability If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect. 13.3 Waiver Our failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce that provision in the future. 13.4 Assignment You may not assign these Terms or your rights hereunder without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of substantially all of our assets.

For questions about these Terms of Service: • Email: legal@mursalai.com • Website: mursalai.com/terms • General: hello@mursalai.com