Terms of Service

1. Who we are

OrcaFlo (the “Service”) is owned and operated by Nuevo Automations FZE LLC, a free zone establishment with limited liability licensed by the Sharjah Publishing City Free Zone Authority under licence no. 4431808.01, with its registered address at Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates (“Nuevo Automations”, “we”, “us”).

These Terms of Service (“Terms”) form a binding agreement between us and the business or individual that creates an OrcaFlo account (“you”, the “Customer”). If you accept these Terms on behalf of a business, you confirm you are authorised to bind it.

2. Accepting these terms

You accept these Terms by starting a trial, creating or using an account, or ticking the box at signup. If you do not agree, do not use the Service. You must be at least 18 years old and able to enter into contracts under the laws of the United Arab Emirates.

3. The Service

OrcaFlo is a software-as-a-service platform that connects to your WhatsApp number and uses artificial intelligence to reply to your customers, capture and organise leads, send follow-ups and broadcasts, book appointments and alert your team, together with a web dashboard to manage it.

We may improve, change or remove features from time to time. If a change materially reduces the core Service you pay for, we will tell you in advance where reasonably possible.

4. Your account

You are responsible for the accuracy of your account details, for keeping login credentials confidential, and for all activity under your account, including by staff users you add. Tell us promptly at support@orcaflo-panel.com if you suspect unauthorised access.

5. Fees, billing and refunds

Plans and the free trial. New accounts choose a plan at signup: Starter or Done-for-you (where our team sets up and keeps tuning your assistant). Every plan starts with a 14-day free trial. Your card is saved at signup and nothing is charged during the trial. When the trial ends, your card is charged the plan’s monthly fee shown at signup (today AED 55.05 a month for Starter and AED 367.25 a month for Done-for-you, US$14.99 and US$100), and then every month, unless you cancel before the trial ends. There is no setup fee.

Messages. During the trial the first 500 messages are free. After that, or once the trial has ended, each message is charged at the per-message rate shown at signup (today US$0.03, about AED 0.11), added up and charged to your saved payment method once a week. Messages are counted in both directions: those your customers send and those the Service sends. Messages you or your team type yourselves on your own WhatsApp app, and OrcaFlo’s own system notices, are not counted.

Payment processing fee. Every invoice comes with a payment processing fee, shown as its own line at the rate displayed at checkout.

Currency. Prices are charged in UAE dirhams (AED); the amount shown at checkout is the amount charged. If your card is denominated in another currency, your own bank may apply its conversion rate and fees.

Accounts created before 8 October 2026 keep the pricing they signed up with (for example a one-time setup fee and a per-message rate, or a monthly fee plus usage) unless we agree otherwise in writing. If you paid a setup fee before that date, the 7-day money-back guarantee you signed up with still applies to it: email us within 7 days of paying it and we will refund it in full.

Custom plans. Where we agree a different plan with you (for example a monthly fee plus usage), the agreed commercial terms apply alongside these Terms.

Payments are processed by Stripe; we never see or store full card details. You authorise us to charge your saved payment method for all fees due. Fees are exclusive of VAT or other taxes, which will be added where applicable.

Failed payments. If a charge fails we may retry it and may suspend the Service until the balance is paid.

Cancelling. To cancel, email support@orcaflo-panel.com (there is no cancel button in the dashboard). If you cancel before your trial ends, nothing is charged. After the trial, cancellation takes effect at the end of the current paid month, and there are no refunds for partial months. Message charges are billed as used, so messages already sent remain payable.

Refunds. Fees already charged are not refundable, except where the law requires it or under the setup-fee guarantee above. If you believe you were charged in error, contact us within 30 days and we will investigate in good faith.

Price changes. We may change prices with at least 30 days’ notice by email or in the dashboard. Continued use after the change takes effect means you accept the new prices.

6. WhatsApp and third-party services

The Service depends on third-party platforms we do not control, including WhatsApp (Meta), AI model providers, payment processors and hosting providers. Your use of WhatsApp remains subject to Meta’s own terms and policies, including the WhatsApp Business policies.

WhatsApp may restrict, suspend or ban a number, for example after customer reports, unsolicited messaging, or content that breaches its policies. We are not responsible for such actions or their consequences, and fees already incurred are not refunded because of them. You are responsible for keeping the phone linked to your number available and connected.

7. Your responsibilities and acceptable use

You are solely responsible for your business, your products and services, the information you give the assistant (instructions, prices, product lists, documents) and every message sent from your account. In particular, you must:

• only message people who have contacted you or have otherwise given the consent the law and WhatsApp require, and honour opt-out requests;
• comply with all laws that apply to you, including UAE consumer protection, advertising, e-commerce and personal data protection laws (including Federal Decree-Law No. 45 of 2021), and any licensing or regulatory requirements for what you sell;
• make sure that claims about your products and services (especially health, medical, financial or legal matters) are accurate, lawful and properly authorised;
• keep your prices, stock, policies and instructions up to date.

You must not use the Service to: send spam or bulk unsolicited messages; sell or promote illegal, counterfeit or prohibited goods or services; send content that is fraudulent, misleading, defamatory, obscene, hateful, or that infringes anyone’s rights; impersonate any person or business; collect data unlawfully; attempt to breach, overload, reverse-engineer or resell the Service without our written permission; or break WhatsApp’s policies.

8. AI-generated content

Replies, follow-ups, suggested instructions, summaries, scores and insights are generated automatically by AI systems. AI can make mistakes: it may misunderstand a customer, give incomplete or incorrect information, or respond in ways you would not. The Service is designed to use your own instructions and catalogue and to hand conversations to a human when configured to, but you remain responsible for reviewing its configuration and output and for your dealings with your customers.

The Service does not provide medical, legal, financial or other professional advice, and must not be configured to present itself as doing so. You should not rely on it for emergencies or decisions where an error could cause harm.

9. Customer data and privacy

Your data, including your customers’ names, phone numbers and conversations (“Customer Data”), belongs to you. You act as the controller of Customer Data and we process it on your behalf, only to provide, secure and improve the Service, to comply with law, and as described in our Privacy Policy. You are responsible for having a lawful basis to share Customer Data with us and for giving your customers any required notices.

We use appropriate technical and organisational measures to protect Customer Data. We do not sell Customer Data. After your account ends we may delete Customer Data after a reasonable period; ask us before closing your account if you want an export.

10. Intellectual property

We and our licensors own all rights in the Service, including its software, design, templates and documentation. Subject to these Terms and payment of fees, we grant you a non-exclusive, non-transferable right to use the Service for your internal business purposes during your subscription.

You keep all rights in your content and grant us a licence to host, process and transmit it as needed to run the Service. If you send us feedback or suggestions, we may use them without obligation to you.

11. Confidentiality

Each party will keep the other’s non-public business information confidential and use it only to perform under these Terms, except where disclosure is required by law.

12. Availability and support

We aim to keep the Service available and working well, but it is provided on an “as available” basis and may be interrupted for maintenance, updates, or failures of networks and third-party services. We do not guarantee any particular uptime unless agreed in writing. Support is provided by email and WhatsApp during UAE business hours.

13. Suspension and termination

You may stop using the Service at any time by contacting us; fees already incurred remain payable. We may suspend or terminate your account immediately if you breach these Terms (including acceptable use), fail to pay, create risk or legal exposure for us or others, or if required by law or by a third-party platform. We may also end the Service for convenience on 30 days’ notice, refunding any prepaid, unused fees.

Sections that by their nature should survive termination (including fees owed, data, intellectual property, disclaimers, limitation of liability, indemnity and governing law) continue to apply.

14. Disclaimers

To the fullest extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement. We do not warrant that the Service will be uninterrupted or error-free, or that it will produce any particular sales or business results.

15. Limitation of liability

To the fullest extent permitted by law: (a) neither party is liable for any indirect, incidental, special or consequential loss, or for loss of profit, revenue, business, goodwill or data; and (b) our total liability arising out of or relating to the Service or these Terms is limited to the fees you paid us in the three (3) months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited under applicable law, such as liability for fraud or wilful misconduct.

16. Indemnity

You will indemnify and hold harmless Nuevo Automations and its managers, employees and contractors against claims, losses, fines and costs (including reasonable legal fees) arising from your content, your products or services, your messages to customers, your breach of these Terms, or your violation of any law or third-party right.

17. Changes to these terms

We may update these Terms. We will post the new version here with a new “last updated” date and, for material changes, notify you by email or in the dashboard at least 14 days before they take effect. Continued use after that date means you accept the updated Terms.

18. Governing law and disputes

These Terms are governed by the laws of the Emirate of Sharjah and the federal laws of the United Arab Emirates. The parties will first try in good faith to resolve any dispute by negotiation. If it is not resolved within 30 days, the courts of the Emirate of Sharjah have exclusive jurisdiction.

19. General

You may not assign these Terms without our written consent; we may assign them to an affiliate or successor. If any provision is found unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver. These Terms, together with any written agreement on commercial terms and the Privacy Policy, are the entire agreement between us about the Service. If these Terms are translated, the English version prevails.

20. Contact

Nuevo Automations FZE LLC
Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
Licence no. 4431808.01 (Sharjah Publishing City Free Zone Authority)
Email: support@orcaflo-panel.com