Terms of Service

1. Agreement to Terms

By accessing or using ImaraDesk (“the Service”), you agree to be bound by these Terms of Service (“Terms”). If you disagree with any part of these terms, you may not access the Service. These Terms apply to all visitors, users, and others who access or use the Service.

2. Description of Service

ImaraDesk is an AI-powered customer support ticketing platform that integrates with WhatsApp and other messaging channels. The Service includes:

• AI-powered ticket routing and auto-responses
• Multi-channel messaging (WhatsApp, Email, Web Chat)
• Knowledge base management and chatbot builder
• Real-time analytics, reporting, and SLA management
• Team collaboration and agent management tools
• Campaign management and proactive outreach

3. User Accounts

When you create an account with us, you must provide information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms.

• You are responsible for safeguarding the password and for all activities under your account.
• You must notify us immediately upon becoming aware of any breach of security or unauthorized use.
• You may not use another user’s account without permission.
• Account sharing between multiple individuals is prohibited unless on a team plan.

4. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws or regulations
• Send unsolicited messages (spam) or bulk messages without consent
• Impersonate any person or entity, or misrepresent your affiliation
• Transmit viruses, malware, or any code of a destructive nature
• Attempt to gain unauthorized access to any portion of the Service
• Interfere with or disrupt the integrity or performance of the Service
• Collect or harvest any personally identifiable information without consent
• Use the AI features to generate harmful, abusive, or misleading content

5. Subscription & Billing

Some parts of the Service are billed on a subscription basis. You will be billed in advance on a recurring, periodic basis (monthly or annually).

• Free trials are offered for 14 days with no credit card required.
• Billing cycles begin on the day you subscribe to a paid plan.
• You may cancel your subscription at any time; access continues until the end of the billing period.
• Refunds are handled on a case-by-case basis within 30 days of charge.
• We reserve the right to modify pricing with 30 days advance notice.

6. Data Ownership

You retain full ownership of all data you submit to the Service (“Your Data”). We do not claim any intellectual property rights over your content. You grant us a limited license to host, store, and process Your Data solely to provide the Service.

Upon account termination, you may request an export of Your Data within 30 days. After this period, we reserve the right to delete Your Data from our systems.

7. AI & Automation

The Service uses artificial intelligence and machine learning to provide automated responses, ticket routing, and analytics. You acknowledge that:

• AI-generated responses may not always be accurate and should be reviewed.
• You are responsible for the final communications sent to your customers.
• AI models may be updated periodically to improve accuracy and performance.
• Your data may be used to improve AI models, unless you opt out in settings.

8. Service Level Agreement

We target 99.9% uptime for paid plans. Scheduled maintenance windows will be communicated at least 48 hours in advance. In the event of extended downtime beyond our SLA, affected customers may be eligible for service credits.

9. Limitation of Liability

In no event shall ImaraDesk, its directors, employees, partners, agents, suppliers, or affiliates be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from your access to or use of or inability to access or use the Service.

10. Termination

We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms. Upon termination, your right to use the Service will immediately cease.

11. Changes to Terms

We reserve the right to modify or replace these Terms at any time. If a revision is material, we will provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion. Your continued use of the Service after changes constitutes acceptance of the new Terms.

12. Governing Law

These Terms shall be governed and construed in accordance with the laws of the Republic of Kenya, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts in Nairobi, Kenya.

13. Contact Us

If you have any questions about these Terms, please contact us: