Terms and Conditions

These terms are an agreement between Insights.AI (Private) Limited, No. 205/D/1, Kalapaluwawa Road, Koswatta, Battaramulla 10120, Sri Lanka ("Insights.ai", "we", "us"), and the business that signs up for Hello.ai ("the Customer", "you"). By signing an order form, accepting a proposal, or using Hello.ai, you agree to these terms on behalf of your business. If an order form or signed agreement conflicts with these terms, the signed document wins.

Hello.ai is a guest messaging platform for hotels and other hospitality businesses. Depending on your plan, it includes:

• an AI assistant that answers guests on WhatsApp and other channels, using information you provide;
• capture of guest requests, orders and bookings, routed to your staff through our dashboard and staff app;
• template, proactive and marketing messages you choose to send;
• connections to your systems, such as your property management system;
• reports on conversations, requests and service levels.

The features, number of properties and channels you receive are set out in your order form. We may improve or change features over time, but we will not materially reduce the core service during a paid term without notice.

Hello.ai is for businesses only, not for personal or household use. The person accepting these terms must have authority to bind the Customer. You are responsible for anyone you give access to, including your staff and contractors.

You are responsible for keeping your users' logins secure and for everything done under your accounts. Tell us promptly, using the contact details in section 17, if you suspect unauthorised access. Our support staff may access your account to set up the service, investigate problems or respond to your requests.

Hello.ai sends WhatsApp messages through the WhatsApp Business Platform, operated by Meta, using Twilio as our messaging provider. To use WhatsApp through Hello.ai, you agree to:

• comply with the WhatsApp Business Terms of Service and the WhatsApp Business Messaging Policy;
• send marketing or other business-initiated messages only to guests who have agreed to receive them, and stop when a guest opts out;
• provide accurate business information for your WhatsApp profile and display name.

Meta decides which message templates it approves, sets messaging limits and quality ratings, and can restrict or suspend a WhatsApp account or phone number. We are not responsible for those decisions, but we will help you respond to them.

WhatsApp account and number

We set up a separate WhatsApp Business Account for each Customer, in one of two ways, recorded in your order form:

In both setups, your phone number and your guests' conversations are yours. Message templates approved under an account we hold may need to be re-created and re-approved in your own account after a move.

You must not use Hello.ai to:

• send spam, or messages to people who have not agreed to hear from you or have opted out;
• send content that is illegal, misleading, discriminatory, threatening, sexually explicit, or that infringes someone else's rights;
• ask guests to send payment card numbers, passwords or government ID numbers in chat, except through a secure flow we provide for that purpose;
• impersonate another business or person;
• break any law that applies to you, including data protection, consumer protection and marketing laws;
• try to break, overload, reverse-engineer or get around the security of Hello.ai.

We may suspend messaging or access, with notice where practical, if your use breaks these rules or puts other customers, guests, or our standing with Meta or Twilio at risk.

Hello.ai's assistant writes replies using large language models and the information you give us, such as your facilities, prices, opening hours and policies.

• You are responsible for keeping that information accurate and up to date. The assistant can only be as accurate as what you provide.
• AI replies can occasionally be wrong or incomplete. Hello.ai does not guarantee that every reply is correct, and you should not rely on it for medical, legal, safety or emergency advice to guests.
• Your staff can see every conversation in the dashboard and take over at any time. You are responsible for reviewing and following up on guest requests the assistant passes to your team.
• We use your content to provide the service to you.

You pay two kinds of charges, both set out in your order form:

Meta sets WhatsApp prices by message category and the guest's country, and changes them from time to time. Since 1 October 2026, Meta charges for replies inside the customer service window as well as for template messages. When Meta or Twilio change their prices, your messaging charges change with them; we will tell you about significant changes.

• Invoices are due within 30 days, in the currency stated in your order form. Fees do not include taxes, which you pay in addition where they apply.
• Late payments may carry interest of 1% per month, and we may suspend the service after 14 days' written notice of non-payment.
• We may change the platform fee for a new term with at least 30 days' notice. Fees paid are not refundable, except where these terms say otherwise.

For your guests' personal information, you are the data controller and Insights.ai is your data processor. We process it only to provide Hello.ai and on your documented instructions, as described in our Privacy Policy and, where one has been agreed, our Data Processing Agreement, which forms part of these terms.

You are responsible for having a lawful basis to message your guests and to share their information with us, and for giving guests any notices the law requires. We will help you respond to guest requests to access or delete their data, tell you without undue delay if we become aware of a personal data breach affecting your data, and use the service providers listed in our Privacy Policy, including Twilio, Meta and Microsoft Azure, under contracts that protect the data.

We aim to keep Hello.ai available 99.5% of the time each month, excluding planned maintenance, which we will try to schedule outside peak hours and announce in advance, and outages caused by Meta, WhatsApp, Twilio or other third parties. This target is not a guarantee. Support is available by email and WhatsApp during the hours stated in your order form.

• Ours: Insights.ai owns Hello.ai, its software, AI configuration, designs and documentation. We give you a non-exclusive, non-transferable right to use Hello.ai for your business during your subscription.
• Yours: you own your content, your brand, the information you give us and your guest conversations. You give us permission to use them only to provide and support the service for you.
• Feedback: if you suggest improvements, we may use them without obligation to you.
• Anonymised data: we may use aggregated, anonymised usage statistics that identify neither you nor any guest to run and improve Hello.ai.

Your subscription starts on the date in your order form and runs for the initial term stated there, for example 12 months. It then renews for the same period unless either party gives at least 30 days' written notice before the renewal date.

Either party may end the agreement early by written notice if the other:

• seriously breaches these terms and does not fix the breach within 30 days of being told about it; or
• becomes insolvent or stops carrying on business.

We may also suspend or end the service immediately if Meta or Twilio require it, or if your use breaks the law or the WhatsApp policies in a way that puts other customers at risk.

1. Your access to Hello.ai stops, and you pay any fees and messaging charges owed up to the end date.
2. For 30 days after the end date, you can ask us to export your guest conversations and data in a common format.
3. If your WhatsApp account is managed by Hello.ai, we move your phone number to a WhatsApp Business Account you own, if you ask within those 30 days. If you own the account, we remove our access.
4. We then delete your data within 90 days, except where the law requires us to keep it.

We will provide Hello.ai with reasonable skill and care. Apart from that, and to the extent the law allows, Hello.ai is provided "as is". We do not promise that it will be uninterrupted or error-free, that AI replies will always be correct, or that Meta will approve your templates or display name.

To the extent the law allows:

• neither party is liable for indirect or consequential loss, or for lost profits, revenue, bookings or goodwill;
• each party's total liability under these terms is limited to the fees you paid in the 12 months before the event giving rise to the claim;
• these limits do not apply to your obligation to pay fees, to either party's liability for fraud, or to liability that cannot be limited by law.

You agree to cover our reasonable losses from claims by third parties, including guests, Meta or regulators, caused by your content, your messages or your breach of section 5 or 6.

• Governing law: these terms are governed by the laws of Sri Lanka, and the courts of Colombo have exclusive jurisdiction.
• Changes: we may update these terms. We will give at least 30 days' notice of material changes by email or in the dashboard; they apply from your next renewal unless you agree sooner.
• Events outside our control: neither party is liable for delays caused by events beyond reasonable control, including outages at Meta, WhatsApp, Twilio or cloud providers.
• Assignment: you may not transfer this agreement without our consent; we may transfer it as part of a merger or sale of our business.
• Whole agreement: these terms, your order form, the Privacy Policy and any Data Processing Agreement are the entire agreement between us.

Insights.AI (Private) Limited, No. 205/D/1, Kalapaluwawa Road, Koswatta, Battaramulla 10120, Sri Lanka

Email: legal@hello-ai.app · Phone: +94 77 260 8766