These Terms of Service ("Terms") govern access to and use of Mitsolab's Portal, AI Agents, Dispatchers, and Dashboard, available at mitsolab.com, app.mitsolab.com, portal.mitsolab.com, and api.mitsolab.com (together, the "Services"), operated by Mitsolab, based in Jordan ("Mitsolab," "we," "us," or "our"). By creating a workspace, logging in, or otherwise using the Services, the business or individual doing so ("Customer," "you," or "your") agrees to these Terms. If you are entering into these Terms on behalf of a company, you represent that you have authority to bind that company.
To use the Services, a Customer creates a workspace and invites team members as users with defined roles (for example, admin or human-agent access). Workspace access is currently provisioned by Mitsolab or an authorized workspace admin rather than open self-serve signup. You must provide accurate account information, keep your login credentials confidential, and are responsible for all activity that occurs under your account and workspace.
Subject to these Terms, we grant Customers a non-exclusive, non-transferable, revocable right to access and use the Services during the term of their subscription, solely for the Customer's own internal business purposes and to communicate with the Customer's own End Users. Use of the Services is also subject to any seat limits, message allowances, agent (chatbot) limits, and other usage limits associated with the Customer's plan, as described on our Pricing page or in an applicable order form.
AI Dispatchers and AI Agents use third-party large language models and related AI services to generate automated responses, route conversations, and execute actions the Customer configures (such as creating a CRM lead or a payment link). You acknowledge and agree that:
Customer's own customers who message Customer through Portal, AI Agents, or a connected channel ("End Users") are not Mitsolab's customers. As between Customer and Mitsolab, Customer is solely responsible for: (a) having a lawful basis to collect and process End User data; (b) providing any privacy notices or consents required by applicable law; and (c) responding to End User requests regarding their own data. Mitsolab processes End User data as described in our Privacy Policy and, where applicable, a separate Data Processing Addendum.
Customers may connect messaging channels such as WhatsApp Business, Instagram, and Facebook Messenger through Meta's Graph API and Business Login, along with other supported channels. Use of these channels is also subject to the applicable platform's own terms, including Meta's Platform Terms and Developer Policies, and Customer represents that it holds any rights, permissions, or business verification required by that platform to send and receive messages through the connected account or Page. Mitsolab may suspend a channel connection where required to comply with a platform's policies or a valid request from that platform.
The Services allow Customers to optionally connect third-party accounts and tools, including Stripe, HubSpot, Zoho, Gmail, Google Calendar, Slack, Notion, and Make. Where Customer provides Mitsolab with credentials (such as a Stripe restricted API key) to enable an integration, Customer represents that it is authorized to grant Mitsolab that access and remains solely responsible for the underlying third-party account, including its security, configuration, fees, and compliance with that provider's terms. Mitsolab is not responsible for the acts, omissions, availability, or policies of any third-party service a Customer chooses to connect.
Portal and AI Agent plans are billed on a recurring (monthly or yearly) basis through our billing partner, Paddle, as merchant of record, or another payment processor we designate. By subscribing, you authorize Mitsolab (or Paddle on our behalf) to charge your payment method for the applicable subscription fees, add-ons (such as extra agents, additional message allowances, or branding removal), and any usage-based charges resulting from exceeding your plan's included limits.
Private Cloud (dedicated hosting/enterprise arrangements) is made available under a separate order form or agreement negotiated directly with Mitsolab. Where a signed Private Cloud agreement conflicts with these Terms, the signed agreement controls for that Customer's use of Private Cloud.
Customer retains ownership of the data it submits to the Services, including contact records, conversation content, CRM data, and knowledge-base documents ("Customer Data"). Customer grants Mitsolab a limited license to host, process, and transmit Customer Data solely as necessary to provide the Services. Mitsolab may use aggregated or de-identified data that does not identify a Customer or End User to monitor, support, and improve the Services.
Mitsolab and its licensors own all right, title, and interest in the Services, including the underlying software, design, and "Mitsolab" trademarks and logos. Except for the limited rights granted in these Terms, no rights are transferred to Customer. Customer may not copy, reverse engineer, resell, or create derivative works of the Services except as permitted by law or expressly authorized by us in writing.
You agree not to use the Services to:
We may suspend or terminate a Customer's access to the Services if the Customer materially breaches these Terms (including the Acceptable Use section), fails to pay undisputed fees when due, or if suspension is necessary to comply with law or a connected platform's requirements (such as Meta). A Customer may terminate its subscription at any time as described in Section 7. On termination, Customer's right to access the Services ends, and we will delete or return Customer Data in line with our Privacy Policy, except where retention is required by law.
THE SERVICES, INCLUDING AI AGENTS AND DISPATCHERS, ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT AI-GENERATED OUTPUT WILL BE ACCURATE OR SUITABLE FOR ANY PARTICULAR USE.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, MITSOLAB WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. MITSOLAB'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE AMOUNT PAID BY CUSTOMER TO MITSOLAB FOR THE SERVICES IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.
Customer agrees to indemnify and hold Mitsolab harmless from any claims, damages, and expenses (including reasonable legal fees) arising from Customer's use of the Services in violation of these Terms, Customer's Content or End User data, Customer's connected third-party accounts, or Customer's violation of applicable law.
These Terms are governed by the laws of the Hashemite Kingdom of Jordan, without regard to its conflict of law principles. The parties will attempt to resolve any dispute informally first; unresolved disputes will be subject to the exclusive jurisdiction of the competent courts of Jordan, unless a separate signed agreement between the parties states otherwise.
We may update these Terms from time to time. If we make material changes, we will notify Customers by email or through a notice within the Dashboard or Portal before the change takes effect. Continued use of the Services after changes take effect constitutes acceptance of the updated Terms.
Questions about these Terms can be sent to sales@mitsolab.com. Mitsolab is based in Jordan.
