Terms of Service
These Terms of Service govern access to Palva, a business software service operated by AEnterprise L.L.C-FZ (“Palva”, “we”), a company licensed in the Meydan Free Zone, Dubai, United Arab Emirates. They form a contract between Palva and the organisation that signs an Order, creates a workspace or otherwise uses Palva (the “Customer”). If you accept these Terms for an organisation, you confirm that you are authorised to bind it.
1. Definitions
- Authorised User means an individual the Customer allows to use the Services.
- Customer Content means data, messages, files, instructions, records and other content submitted to, sent through or generated for the Customer through the Services, excluding Palva technology and de-identified or aggregate service data.
- Order means an order form, online plan, proposal or other commercial document agreed between Palva and the Customer that identifies the Services, fees or subscription term.
- Services means the Palva software, APIs, integrations, support and features made available under an Order or plan.
2. Eligibility and accounts
The Services are for business use only, not personal or household use. Authorised Users must be adults able to enter a contract and must give accurate account information. The Customer is responsible for its Authorised Users, their actions, the roles it assigns and the security of their sign-in accounts, and must tell us promptly at support@palva.io if it suspects unauthorised access.
3. The Services
Subject to these Terms and the applicable Order, Palva grants the Customer a limited, non-exclusive, non-transferable right during the subscription term to use the Services for its internal business purposes. Features may include business messaging, AI-assisted replies, appointment booking, lead management, a staff inbox, analytics and third-party integrations. Only features in the Customer’s plan, Order or product interface are included.
If an Order expressly conflicts with these Terms, the Order prevails for that point. A data processing agreement prevails for its subject matter. Palva may improve or change the Services but will not materially reduce paid core functionality during a committed term without a reasonable substitute or remedy, unless the change is needed for legal, security or third-party platform reasons.
4. Customer responsibilities
The Customer is responsible for its business, its Customer Content and the instructions it gives Palva. The Customer must:
- have all rights, notices, consents and legal bases needed to collect and use Customer Content and to instruct Palva to process it — including, for sensitive information such as health data, any explicit consent or other basis required by law;
- comply with all laws that apply to its use, including privacy, sector-specific, marketing, electronic communications, consumer protection and advertising laws;
- keep accurate opt-in and opt-out records and honour opt-outs promptly;
- keep its business information in Palva — services, prices, opening hours, staff and availability — accurate, because the AI features rely on it;
- review AI-assisted activity, respond to conversations handed to its staff, and maintain appropriate human oversight; and
- respond to privacy requests about data it controls and cooperate with Palva on platform or legal enquiries.
5. Regulated and professional services
Customers in regulated or professional sectors may use Palva to handle enquiries and appointments, and people may share sensitive information in those conversations. The Customer is the controller of that information and is solely responsible for its professional decisions, advice and obligations. Palva is not a medical device or a professional advisory system and does not give professional advice. The Customer must not configure or use Palva to give medical, legal, financial or other professional advice, and must keep any records its profession requires outside Palva.
6. WhatsApp and Meta services
A Customer that connects WhatsApp or other Meta services authorises Palva to access and process the connected business assets and data only as needed to provide the enabled Services. The Customer must comply with the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, Meta’s Platform Terms and any other rules that apply to its use.
The Customer must send only lawful, expected and wanted messages, obtain any consent required before sending marketing or automated messages, and provide an easy way to opt out. It must not use Palva to get around messaging limits, quality controls, enforcement or anyone’s choice not to be contacted.
Meta and other platforms are independent third parties whose availability, approvals, fees, policies and enforcement may change. Palva does not guarantee that Meta will approve any business, phone number, template or message. Using a third-party integration does not imply that the third party sponsors or endorses Palva.
7. Acceptable use
The Customer and its Authorised Users must not use the Services to:
- break the law, infringe rights, deceive people, impersonate others or facilitate fraud;
- send spam, unlawful marketing, abusive or harassing messages, malware, or content that is illegal or prohibited by a connected platform;
- collect payment card numbers, bank details or government identification numbers through conversations;
- collect or infer sensitive data without a legal basis, or carry out covert surveillance;
- make solely automated decisions with legal or similarly significant effects, or rely on AI outputs for emergency response, diagnosis, medical or legal advice, credit, employment, housing or insurance decisions;
- probe, disrupt, overload, bypass, reverse engineer, copy or misuse the Services, except where the law does not allow this restriction; or
- share accounts, resell the Services or give access to unauthorised third parties, unless an Order expressly allows it.
8. Customer Content and data protection
The Customer keeps its rights in Customer Content. It grants Palva and its subprocessors a limited right to host, copy, transmit, transform, display and otherwise process Customer Content only to provide, secure, support and maintain the Services, to comply with law, and as otherwise instructed by the Customer.
Our Privacy Policy describes how we handle personal data, and lists our subprocessors. Where Palva processes personal data on the Customer’s behalf, the parties will sign Palva’s data processing agreement where the law requires; the Customer can request it at legal@palva.io.
Palva may create and use aggregate or de-identified statistics that do not identify the Customer or any individual to operate, secure, measure and improve the Services, and will not attempt to re-identify them.
9. AI features
AI-assisted features may generate replies, summaries, transcripts, image descriptions, classifications and booking proposals. AI output can be incomplete or wrong. Palva checks bookings against the Customer’s real availability and rules, but the Customer remains responsible for reviewing activity, handling conversations handed to its staff, and the information it provides to Palva.
Palva does not use Customer Content or Meta Platform Data to train or fine-tune any AI model, and uses AI providers on terms that do not allow them to train on it. Any future customer-specific training programme will require separate written terms, the Customer’s documented instruction and any notice or consent required by law, and will exclude Meta Platform Data unless Meta’s rules expressly allow it.
10. Future voice and media features
If Palva later offers calling, call recording, synthetic voice, AI avatars or generated media, additional terms may apply. The Customer will then be responsible for any required recording notices, consent to use a person’s voice or likeness, calling rules and advertising disclosures. These features are not included unless Palva makes them available and the Customer enables them.
11. Fees and payment
The Customer will pay the fees, taxes, usage charges and third-party pass-through charges (such as WhatsApp messaging fees) stated in its Order. Pricing, billing cycle, renewal, trial and cancellation terms are set out in the Order. Unless the Order says otherwise, fees are non-refundable except where these Terms provide a remedy. Palva may suspend paid Services for overdue amounts after reasonable notice.
12. Intellectual property
Palva and its licensors own the Services, software, documentation, designs, workflows and related intellectual property. No rights are granted except those expressly stated. If the Customer gives feedback, Palva may use it freely without identifying the Customer or disclosing its confidential information.
13. Confidentiality
Each party may receive the other’s non-public information. The receiving party will use it only to perform or receive the Services, protect it with reasonable care, and share it only with personnel, advisers and providers who need it and are bound by confidentiality. This does not apply to information that is public through no breach, already lawfully known, independently developed or lawfully received without restriction. A party compelled by law to disclose confidential information will give notice where legally permitted.
14. Security
Palva maintains reasonable technical and organisational measures to protect Customer Content. No service is completely secure. The Customer is responsible for its devices, staff accounts, permissions and integrations.
15. Suspension
Palva may suspend affected access where reasonably necessary to address a security risk, prevent unlawful or abusive activity, respond to a third-party platform restriction, protect others, comply with law, or address material non-payment. Where practicable, Palva will give notice and limit the suspension to what is affected.
16. Term and termination
These Terms start when the Customer first accepts them or uses the Services and continue until all Orders end. Either party may terminate for a material breach not cured within 30 days of written notice, or immediately if the breach cannot be cured, or if the other party becomes insolvent, subject to applicable law. Other termination and renewal rights follow the Order.
When the agreement ends, access ends. If the Customer asks within 30 days, Palva will provide an export of Customer Content in an available format, unless prohibited by law. Palva then deletes Customer Content as described in the Privacy Policy. Provisions that by their nature should survive will survive, including payment, confidentiality, ownership, disclaimers, liability, indemnity and disputes.
17. Warranties and disclaimers
Each party warrants that it has authority to enter into this agreement. Palva warrants that it will provide paid Services with reasonable skill and care and substantially as described in its documentation. If Palva breaches this warranty, the Customer’s sole remedy is for Palva to fix the problem or, if it cannot reasonably do so, for the Customer to terminate the affected Service and receive a pro-rata refund of prepaid fees for the unused period.
Otherwise, and to the extent permitted by law, the Services are provided “as is” and “as available”. Palva disclaims implied warranties of merchantability, fitness for a particular purpose, non-infringement and uninterrupted or error-free operation, and does not warrant third-party services, message delivery, response rates, business results, AI output accuracy or platform approvals.
18. Limitation of liability
To the extent permitted by law, neither party is liable for indirect, incidental, special, punitive or consequential damages, or for lost profits, revenue, goodwill or data, even if advised of the possibility.
Each party’s total liability under this agreement is limited to the fees paid or payable by the Customer for the affected Services in the 12 months before the event giving rise to the claim. This limit does not apply to the Customer’s payment obligations, either party’s fraud or wilful misconduct, the Customer’s breach of sections 4 to 7, or any liability that cannot be limited by law.
19. Indemnity
The Customer will defend and indemnify AEnterprise L.L.C-FZ and its personnel against third-party claims, damages, penalties and reasonable costs arising from Customer Content, the Customer’s communications, products or services (including any professional services), unlawful or unauthorised use, a breach of sections 4 to 7, or a breach of a third-party platform’s terms. Palva will notify the Customer promptly and cooperate reasonably. The Customer may not settle a claim in a way that admits fault by Palva or imposes obligations on Palva without Palva’s consent.
20. Governing law and disputes
These Terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. The courts of Dubai have exclusive jurisdiction over any dispute arising from them. Either party may seek urgent injunctive relief from any competent court.
21. Changes to these Terms
Palva may update these Terms for legal, security, platform or service reasons. Updated Terms will show a new effective date, and Palva will give reasonable advance notice of material changes affecting paid Services where practicable. Changes will not apply retroactively unless required by law or agreed by the Customer. Continued use after the effective date means acceptance where the law permits.
22. General
Neither party may assign this agreement without the other’s consent, except to an affiliate or in a merger, reorganisation or sale of substantially all relevant assets where the assignee takes on the obligations. Neither party is liable for delays caused by events beyond its reasonable control (other than payment obligations). The parties are independent contractors. These Terms and the Orders are the entire agreement on their subject. If any provision is unenforceable, it will be modified to the minimum extent needed and the rest remains in force. Failing to enforce a provision is not a waiver.
23. Notices and contact
Legal notices to Palva must be sent to legal@palva.io and to AEnterprise L.L.C-FZ, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates. Palva may send notices to the Customer’s account email address or through the Services. Email notices take effect on the next business day after they are sent.
Support: support@palva.io