Almal AI / KI4Almal
Terms of Service

Public-facing terms for Almal AI, the KI4Almal platform, WhatsApp Business Platform services, AI-enabled business journeys, client onboarding and governed automation.

Prepared by: Almal AI

affective from: 16 June 2026

Website URL: https://almalai.com/tos

Publishing note
Almal AI is a South African Meta Tech Provider building KI4Almal, a governed WhatsApp AI agent framework for consent-based business automation, human handoff, POPIA-aligned data minimisation, accessibility-led design and scale-ready client journeys.

Public Terms of Service

These Terms of Service (“Terms”) govern access to and use of Almal AI services, the KI4Almal platform, related WhatsApp Business Platform integrations, AI-enabled business journeys, dashboard features, support services, implementation services, websites, portals and any related documentation, tools or services provided by Almal AI.

By accessing or using the Services, creating an account, testing a demo, communicating with an AI agent, signing a proposal, accepting a statement of work, or otherwise using KI4Almal, you agree to these Terms. If you are accepting these Terms on behalf of a company, organisation or other legal entity, you confirm that you have authority to bind that entity.

1. Parties and scope

“Almal AI”, “we”, “us” or “our” refers to Almal AI and its authorised representatives, personnel, contractors and approved delivery partners. “KI4Almal” refers to Almal AI’s accessible autonomous AI framework and platform for governed business automation, including WhatsApp-first customer journeys and related features.

“Client”, “you” or “your” refers to the business, organisation, authorised representative, administrator, tester, end user or other person using the Services. Where a person uses the Services on behalf of a business, the business is responsible for that person’s use.

These Terms apply to public website use, demos, Meta App Review testing flows, pilots, paid implementations, client portals, dashboards, WhatsApp journeys, API integrations, knowledge bases, support services and any other Almal AI/KI4Almal services unless a separate signed agreement says otherwise.

2. Relationship with client agreements

These Terms provide the public legal foundation for use of the Services. Specific commercial engagements may also be governed by proposals, statements of work, service level agreements, data processing agreements, pilot agreements, reseller terms, partner agreements, implementation documents, order forms or other signed agreements.

If there is a conflict between these Terms and a signed client agreement, the signed client agreement will apply to the extent of the conflict, provided that the signed agreement is valid and expressly applies to the relevant Services.

3. Description of the Services

KI4Almal is designed to help businesses create configured, governed and measurable AI-supported customer journeys. The Services may include:

KI4Almal is not positioned as an uncontrolled general chatbot. It is a governed AI agent framework intended to support defined business use cases with human oversight, escalation paths and operational limits.

4. Meta Tech Provider and WhatsApp Business Platform status

Almal AI operates as a Meta Tech Provider for WhatsApp Business Platform services to the extent reflected in Almal AI’s relevant Meta Business or Developer account status and permissions. This status supports Almal AI’s ability to build, test and provide WhatsApp Business Platform-enabled solutions subject to Meta approval, permissions, policies and technical requirements.

This does not mean that Meta, WhatsApp or any Meta company endorses, guarantees, sponsors, validates, sells or is responsible for Almal AI, KI4Almal, our clients, our content, our AI outputs or any client implementation unless Meta expressly states so in writing.

Use of WhatsApp, the WhatsApp Business Platform, Facebook, Instagram, Messenger or other Meta products remains subject to Meta’s and WhatsApp’s own terms, policies, platform rules, technical limits, review requirements and enforcement decisions. We may suspend or restrict Services where required to protect compliance with those rules.

5. Scale-ready status and controlled rollout

KI4Almal is built as a reusable framework that can support multiple client implementations, configured journeys, dashboards, governance controls and scale-ready operational processes. Scale readiness does not mean that every client feature is automatically available without onboarding, configuration, testing, permissions, infrastructure readiness, commercial approval or platform review.

Where a service is provided in MVP, pilot, controlled pilot, beta, review, proof-of-concept or early access stage, the service may be limited, monitored, adjusted or paused while Almal AI tests reliability, safety, performance, handoff, dashboard data, integrations, templates, permissions and platform compliance.

6. Eligibility, authority and account responsibility

You may use the Services only if you are legally able to enter into a binding agreement and comply with these Terms. If you use the Services on behalf of a business, you confirm that you have authority to do so.

You are responsible for keeping login credentials, administrator access, API keys, tokens, business manager access, WABA access, phone number assets and any other credentials secure. You must notify us promptly if you suspect unauthorised access, compromise or misuse.

You are responsible for all activity under your account, systems, business assets, approved users, workflows, templates, knowledge sources and integrations, except to the extent caused by Almal AI’s proven breach of these Terms or a signed agreement.

7. Client onboarding and configuration

Client onboarding may require business information, use case descriptions, WhatsApp Business assets, approved phone numbers, WABA details, template information, journey design, knowledge sources, escalation contacts, human handoff rules, support contacts and system integration details.

You must provide accurate, lawful, authorised and current information. Almal AI may refuse, delay or pause configuration if information is incomplete, inaccurate, unlawful, unsafe, outside the agreed scope, inconsistent with platform rules or likely to create operational or compliance risk.

Each client implementation may require its own configuration of journeys, business rules, knowledge, safety boundaries, escalation points, integrations, dashboard views, user roles, support procedures and testing criteria.

8. Business journeys and user consent

The Services are designed around consent-based business journeys. You are responsible for ensuring that end users are contacted lawfully and that you have the necessary consent, opt-in, contractual basis or other lawful basis to communicate with them.

Where WhatsApp or Meta rules require opt-in before messaging, approved templates, template categories, customer service window rules, quality limits or opt-out handling, you must comply with those requirements. Almal AI may assist with process design, but the client remains responsible for its own customer relationships, marketing practices, industry obligations and lawful messaging strategy.

You must not use KI4Almal to trap users in automation. Users must have a practical way to opt out, ask for human assistance where relevant, or stop receiving non-essential communications where required by law or platform rules.

9. Acceptable use

You must use the Services lawfully, responsibly and only for legitimate business purposes. You must not:

10. AI functionality and limitations

KI4Almal uses AI-supported workflows to assist with business conversations, routing, summarisation, information retrieval, lead capture, follow-up, classification, handoff and reporting. AI outputs may be generated from configured knowledge sources, client-provided content, journey rules, system prompts, model outputs and integration data.

AI can make mistakes, misunderstand context, omit information, hallucinate, produce incomplete responses or respond differently to similar inputs. You must not rely on AI outputs as the sole basis for high-risk or regulated decisions. Human review is required wherever the matter is sensitive, complex, regulated, unclear, high impact, disputed or outside the configured business journey.

Almal AI may restrict, refuse, redirect, escalate or hand off prompts that appear unsafe, sensitive, out of scope, unlawful, risky, harmful, inappropriate, medically/legally/financially significant or inconsistent with the configured business journey.

11. Human handoff and escalation

Human handoff is a core governance principle of KI4Almal. Handoff may be triggered by user request, low confidence, sensitive content, complaints, opt-out, uncertainty, account issues, safety risks, regulated topics, escalation rules or client configuration.

Unless a signed agreement states otherwise, the client is responsible for staffing and responding to human handoff queues, customer support channels, sales follow-up, complaints and operational escalations. Almal AI may provide configuration, notifications, dashboards or support workflows, but does not automatically act as the client’s customer service team unless expressly agreed.

12. No emergency or crisis use

The Services are not designed for emergency response, crisis intervention, medical diagnosis, legal representation, financial advice, safety-critical instructions or situations requiring immediate human assistance. If an end user needs emergency help, the system should redirect them to appropriate emergency or professional channels where relevant.

13. Client content, knowledge sources and instructions

You are responsible for all content, information, knowledge sources, product descriptions, service details, pricing, policies, forms, scripts, templates, images, documents, links, data, instructions and business rules you provide to Almal AI or upload into KI4Almal.

You confirm that you have the necessary rights and authority to provide that content and to allow Almal AI to process it for the Services. You must ensure that your content is accurate, lawful, up to date, not misleading and suitable for the intended business journey.

Almal AI may decline to use, remove, suspend or request changes to client content if it appears unlawful, misleading, unsafe, inconsistent with platform rules, inconsistent with these Terms or likely to cause harm, confusion or non-compliance.

14. Privacy, data protection and POPIA alignment

Almal AI is committed to POPIA-aligned data minimisation, responsible processing, security safeguards, user rights, purpose limitation and transparent handling of personal information. Detailed privacy practices must be read with the Almal AI Privacy Policy and any applicable data processing agreement.

Depending on the engagement, Almal AI may act as a responsible party, operator, joint participant or service provider under applicable data protection law. The exact role may depend on the use case, data flow, client instructions, platform configuration and signed agreement.

We aim to collect and process only the information reasonably needed to provide, secure, test, improve and support the Services. This may include contact information, WhatsApp identifiers, message content, journey status, timestamps, consent records, handoff events, logs, dashboard metrics, support records, system diagnostics and integration metadata.

You must not provide special personal information, children’s personal information, health information, financial account data, identity documents, passwords or other sensitive information unless it is necessary for the agreed use case, legally authorised, appropriately safeguarded and expressly agreed in writing.

15. User rights, deletion and data requests

Users and clients may have rights to access, correct, delete, object to or restrict certain processing of personal information, subject to applicable law, platform rules, legitimate business needs, retention obligations, dispute records and security requirements.

Almal AI will provide a public data deletion route or instructions and, where required for Meta App Review or platform compliance, an HTTPS data deletion URL or callback route. Deletion requests must be submitted through the published contact route, form, callback or instruction page.

Where Almal AI processes personal information on behalf of a client, the client may be responsible for responding to end-user requests. Almal AI may assist the client where required by law, platform requirements or signed agreement.

16. Security

Almal AI uses reasonable technical and organisational measures designed to protect the Services and relevant information against unauthorised access, loss, misuse, alteration or disclosure. These measures may include access controls, environment-based secrets management, logging, monitoring, encryption where appropriate, role-based access, incident review and operational controls.

No system is completely secure. You must use strong passwords, limit administrator access, protect API keys and tokens, keep contact details up to date, use secure devices, and promptly report suspected incidents or unauthorised access.

Clients must not store secrets, tokens, passwords, API keys or sensitive credentials in insecure places, public repositories, public documents, unprotected chats or unauthorised databases.

17. Third-party services and subprocessors

The Services may rely on third-party services and infrastructure, including Meta and WhatsApp services, hosting providers, cloud infrastructure, databases, monitoring tools, messaging providers, AI/LLM providers, CRM or lead-management systems, analytics or logging tools, support tools and other technical providers.

Third-party services may be subject to their own terms, availability, pricing, limits, policies, security models, review requirements and enforcement decisions. Almal AI is not responsible for failures, suspensions, outages, price changes, policy decisions or restrictions caused by third-party platforms outside Almal AI’s reasonable control.

A current operational subprocessor or third-party access list should be maintained separately for clients and App Review purposes where required.

18. Cross-border processing

Because digital services may use cloud, hosting, messaging, AI, support and infrastructure providers in different countries, information may be processed or stored outside South Africa. Where applicable, Almal AI will use reasonable safeguards aligned with POPIA and any signed data processing agreement.

Clients must notify Almal AI if a specific use case is subject to data localisation, sector-specific, cross-border, confidentiality or regulatory restrictions.

19. Dashboard, analytics and reporting

Dashboards, analytics, uptime indicators, SLA indicators, confidence scores, request counts, user counts, journey completion, handoff records and training insights are provided to support operational visibility and business decision-making.

Dashboard information may be based on logs, system events, configuration, integrations and available data. Demo or dummy data must be clearly labelled. Almal AI does not guarantee that all metrics will be error-free, complete, real-time or suitable for legal, accounting, audit or regulatory reporting unless expressly agreed in writing.

20. Availability, support and changes

Almal AI aims to provide reliable and professional Services. However, availability may be affected by maintenance, development, testing, third-party outages, platform limits, hosting issues, rate limits, client configuration issues, API changes, model behaviour, network conditions, security incidents or force majeure events.

Support channels, response times, maintenance windows, uptime commitments, escalation rules and service levels may be defined in a signed agreement or support plan. If no specific SLA is agreed, support is provided on a reasonable-efforts basis.

Almal AI may update, improve, modify, suspend or discontinue features to improve reliability, security, compliance, scalability, user experience, platform alignment or legal safety.

21. Fees, quotes and payment

Fees, setup costs, monthly charges, usage charges, development costs, support costs, pilot fees, implementation fees, partner costs and third-party costs will be set out in a proposal, order form, invoice, statement of work or signed agreement.

Unless agreed otherwise, clients are responsible for applicable taxes, third-party platform charges, messaging costs, template messaging costs, hosting or integration costs, professional services and any additional work outside the agreed scope.

Almal AI may suspend or limit Services for non-payment, disputed authority, fraud risk, unlawful use, platform risk, security risk or material breach, subject to applicable law and any signed agreement.

22. Intellectual property

Almal AI owns or licences all rights in KI4Almal, the platform, architecture, framework, journey logic, prompts, templates created by Almal AI, configuration methods, dashboards, documentation, product design, internal tools, training materials, code, models, workflows, know-how, brand elements and related intellectual property, except for client content and third-party materials.

Clients retain ownership of their lawful client content, customer data, brand assets, product/service information and business information. Clients grant Almal AI a limited licence to use such content to provide, configure, test, secure, support and improve the Services for the client.

Feedback, suggestions, requests, ideas or recommendations about the Services may be used by Almal AI to improve KI4Almal without restriction or compensation, provided we do not misuse confidential client information.

23. Confidentiality

Each party may receive confidential information from the other. Confidential information must be protected using reasonable care and used only for the purpose of the relevant relationship. Confidential information does not include information that is public, independently developed, already known without restriction, lawfully obtained from a third party or disclosed with permission.

Confidentiality obligations may be supplemented by a signed non-disclosure agreement, data processing agreement, employment/contractor agreement, partner agreement or client contract.

24. Accessibility and inclusive innovation

Accessibility is part of the KI4Almal design philosophy. Almal AI aims to make practical AI adoption more accessible to businesses, teams, communities and users, including through clear language, governed journeys, human handoff, usable dashboards and inclusive design thinking.

Accessibility does not remove the client’s responsibility to ensure that its own content, websites, communications, products, physical services and customer processes comply with applicable accessibility, consumer protection, equality and sector obligations.

25. Suspension and termination

Almal AI may suspend or terminate access to the Services if you breach these Terms, fail to pay undisputed amounts, create security risk, misuse the Services, violate Meta or WhatsApp rules, provide unlawful content, misuse personal information, damage platform integrity, compromise system security, or create legal, regulatory, reputational or operational risk.

Clients may stop using the Services in accordance with the applicable proposal, agreement, notice period or cancellation terms. Termination does not remove obligations that should reasonably survive, including payment obligations, confidentiality, data protection, intellectual property rights, liability limits, indemnities and dispute provisions.

26. Consequences of termination

After termination, Almal AI may disable accounts, stop message processing, remove access, pause integrations, retain records needed for lawful purposes, export or return agreed data where commercially and technically reasonable, and delete or de-identify information according to applicable retention and deletion rules.

Clients must ensure they have exported any necessary customer, operational or business information before termination where export is available and agreed. Some technical logs, security records, audit records or backups may remain for limited periods as required for security, compliance, dispute handling or legal obligations.

27. Disclaimers

The Services are provided on the basis set out in these Terms and any signed agreement. Except as expressly stated, Almal AI does not guarantee uninterrupted service, error-free AI outputs, perfect accuracy, continuous third-party platform access, specific business results, guaranteed conversions, guaranteed compliance, guaranteed Meta approval, guaranteed message delivery, guaranteed uptime or suitability for every industry or use case.

Almal AI supports responsible configuration and governance, but clients remain responsible for their own products, services, pricing, promises, customer relationships, legal obligations, industry compliance, marketing practices and end-user outcomes.

28. Limitation of liability

To the fullest extent permitted by applicable law, Almal AI will not be liable for indirect, incidental, special, consequential, punitive or exemplary damages, loss of profits, loss of revenue, loss of goodwill, loss of data, business interruption, platform suspension, third-party enforcement, customer claims or reputational harm arising from or related to use of the Services, except where liability cannot legally be limited.

Unless a signed agreement states otherwise, Almal AI’s total aggregate liability for claims relating to the Services will be limited to the amounts paid by the client to Almal AI for the relevant Services giving rise to the claim during the three months before the event giving rise to liability.

29. Indemnity

You agree to indemnify and hold Almal AI harmless from claims, losses, damages, penalties, costs and expenses arising from your misuse of the Services, unlawful content, unauthorised data use, breach of these Terms, violation of third-party rights, violation of Meta or WhatsApp rules, breach of applicable law, or customer communications that you authorised, configured or supplied.

30. Governing law and disputes

These Terms are governed by the laws of the Republic of South Africa, unless a signed agreement states otherwise. The parties will first try to resolve disputes in good faith through senior-level discussion. If unresolved, disputes may be referred to the appropriate South African court or dispute resolution process set out in a signed agreement.

31. Changes to these Terms

Almal AI may update these Terms from time to time to reflect product changes, legal requirements, platform requirements, security improvements, operational changes or business developments. Updated Terms will be posted on the website or provided through another reasonable notice method.

Continued use of the Services after updated Terms take effect means that you accept the updated Terms. If a change materially affects a signed client agreement, the signed agreement will apply according to its terms.

32. Contact

For support, legal, privacy or data deletion requests, contact Almal AI through the official contact details published on the Almal AI website or in the applicable client agreement.

Recommended contact routes before publication: