Effective Date: 1 January 2025 | Last Updated: 20 May 2025
These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you") and Sahan Labs ("FaidaAI", "we", "us"), governing your use of the FaidaAI platform and all related services.
1. Acceptance of Terms
By registering for an FaidaAI account, accessing the platform, or using any of our services, you confirm that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and all applicable laws. If you do not agree, you must not use FaidaAI.
If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms.
2. Description of Service
FaidaAI is a Software-as-a-Service (SaaS) platform that provides:
- AI-powered automated responses to customer messages on WhatsApp
- A centralised inbox for managing customer conversations
- Order and product management integrated with WhatsApp
- A knowledge base for training your AI assistant
- Analytics and reporting on conversation performance
- Human handoff capabilities for escalating conversations to your team
Our service operates via the Meta WhatsApp Business API. You must hold a valid WhatsApp Business account and comply with Meta's policies at all times.
3. Account Registration & Eligibility
- You must be at least 18 years old to create an account
- You must provide accurate, complete, and current information during registration
- You are responsible for maintaining the security of your account credentials
- You must notify us immediately of any unauthorised access to your account
- One business may not create multiple free trial accounts
4. Subscription Plans & Billing
Free Trial: New accounts receive a 7-day free trial with access to core features. No credit card is required to start. Usage above trial limits is not permitted.
Paid Plans: After the trial, continued access requires a paid subscription. Subscription fees are billed monthly in advance. All prices are in Kenyan Shillings (KES) unless otherwise stated.
Payment Methods: We accept Mpesa, Visa, Mastercard, and other major payment methods. By providing payment details, you authorise us to charge your payment method on a recurring basis.
Price Changes: We may change subscription prices with 30 days' written notice. Continued use of the service after the notice period constitutes acceptance of the new pricing.
Non-Payment: If a payment fails, we will retry up to 3 times over 7 days. If payment remains outstanding, your account will be suspended and then terminated after 30 days.
5. Acceptable Use Policy
You agree NOT to use FaidaAI to:
- Send spam, unsolicited messages, or bulk promotional messages in violation of WhatsApp's policies
- Harass, threaten, or deceive end customers
- Collect or process personal data without proper legal basis or customer consent
- Violate any applicable local, national, or international laws or regulations
- Attempt to reverse-engineer, hack, or circumvent any part of the platform
- Use the service in connection with illegal products, services, or activities
- Impersonate another person, business, or entity
- Upload content that is defamatory, obscene, or infringes intellectual property rights
Violation of this policy may result in immediate account suspension without refund.
6. WhatsApp & Meta Compliance
Your use of FaidaAI is subject to the WhatsApp Business Terms of Service and Meta's policies. You are solely responsible for ensuring your WhatsApp messaging complies with Meta's requirements, including obtaining necessary opt-ins from your customers. FaidaAI is not responsible for any suspension of your WhatsApp Business account by Meta.
7. Intellectual Property
FaidaAI and all associated software, designs, trademarks, and content are the property of Sahan Labs and are protected by intellectual property laws. You are granted a limited, non-exclusive, non-transferable licence to use the platform solely for your business purposes.
Your business data, conversation data, and knowledge base content remain your property. You grant us a limited licence to process this data solely for the purpose of delivering the service.
8. Data & Privacy
Our collection and use of your data is governed by our Privacy Policy and, where applicable, our Data Processing Agreement. By using FaidaAI, you agree to those documents.
9. Service Availability & Support
We target 99.9% uptime but do not guarantee uninterrupted service. Planned maintenance will be communicated in advance. We provide email support for all plans and priority phone/chat support for Pro subscribers.
10. Limitation of Liability
To the maximum extent permitted by law, FaidaAI and Sahan Labs shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, arising from your use of (or inability to use) the platform, even if we have been advised of the possibility of such damages.
Our total aggregate liability for any claim shall not exceed the amount you paid us in the three (3) months preceding the claim.
11. Termination
You may cancel your subscription at any time from your billing settings. Cancellation takes effect at the end of the current billing period — you retain access until then.
We may suspend or terminate your account immediately if you violate these Terms, fail to pay, or if required by law. Upon termination, your data will be retained for 90 days before deletion, during which you may request an export.
12. Governing Law & Disputes
These Terms are governed by the laws of Kenya. Any disputes shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes shall be referred to the Nairobi Centre for International Arbitration (NCIA).
13. Changes to These Terms
We may update these Terms from time to time. We will notify you of material changes by email at least 14 days before they take effect. Continued use of FaidaAI after the effective date constitutes acceptance of the updated Terms.
14. Contact
For questions about these Terms:
Email: hello@faidaai.com
Address: Sahan Labs, Nairobi, Kenya