Terms & Conditions

The Service operates on a team hour-pool subscription model.

Usage records captured by our systems are deemed the authoritative source for billing purposes unless shown to be materially inaccurate.

All prices are exclusive of VAT, UAE VAT, or other applicable taxes.

We may update pricing with 30 days' prior written notice.

"Hours" means the total duration of audio submitted for transcription and AI analysis.

• Unused hours do not roll over
• Usage resets every billing cycle
• Hour pools are shared across approved users in the workspace

We may suspend, throttle, or restrict access for abusive usage, including:

• Automated bulk uploads designed to exploit limits
• Credential sharing across unauthorised individuals
• Reverse engineering or load testing without permission
• Use unrelated to legitimate business call analysis
• Attempts to extract or replicate model outputs at scale

You are solely responsible for ensuring that all recordings uploaded to the Service are collected and processed lawfully. This includes ensuring:

• Valid consent, notice, or another lawful basis exists
• Employees and external call participants are informed where required
• Local telecommunications laws are followed
• Employment monitoring obligations are met
• Sector-specific compliance rules are respected

This applies under:

• UAE Federal PDPL (Decree-Law No. 45 of 2021)
• DIFC / ADGM rules where applicable
• GDPR or UK GDPR where your customers are located
• All telecom and employment monitoring laws relevant to your operations

You warrant that you have the legal right and authority to submit all recordings and transcripts for processing.

Call recordings, transcripts, metadata, and AI-generated outputs are stored using commercially reasonable security safeguards, including encryption at rest and in transit.

We may use vetted subprocessors including:

• Deepgram (speech-to-text)
• OpenAI (analysis and scoring)
• Secure cloud infrastructure providers
• Analytics and logging services

By using the Service, you authorise us to process data solely for: providing the Service, generating insights, improving reliability and fraud prevention, usage reporting, and legal compliance.

We do not sell customer data.

Where required under UAE PDPL, DIFC, or GDPR frameworks, customers remain the data controller and we act as processor/service provider.

For high-risk AI profiling or large-scale employee monitoring, customers are responsible for carrying out any required Data Protection Impact Assessments (DPIAs).

Because the Service may use international cloud providers and AI vendors, your data may be processed outside the UAE.

Where required, we implement:

• Contractual safeguards
• Approved data processing agreements
• Standard contractual clauses
• Secure subprocessor controls
• Region-specific transfer mechanisms

Customers are responsible for ensuring their own internal compliance requirements for international data transfers.

Subscriptions renew automatically every billing cycle unless cancelled. You may cancel at any time from the billing settings page.

Cancellation:

• Takes effect at the end of the current billing period
• Does not trigger partial refunds
• Stops future renewals only

No refunds are provided for partially used billing periods, consumed hours, or overage already incurred.

Upon cancellation, workspace data remains available for 30 days for export or reactivation.

After this period, production data may be permanently deleted, subject to:

• Legal obligations
• Fraud prevention records
• Backup retention cycles
• Disaster recovery archives
• Tax and financial record obligations

Backups may persist for a limited operational retention period.

We target 99.9% service uptime, excluding planned maintenance. However, the Service is provided on an "as available" basis.

We do not guarantee uninterrupted access and are not liable for losses arising from:

• Outages or degraded performance
• Third-party cloud failures
• AI provider downtime
• Maintenance windows
• Telecom or internet disruptions

AI-generated scores, coaching prompts, sentiment analysis, and feedback are provided for decision support only. They are not guaranteed to be accurate, unbiased, complete, legally compliant for HR decisions, or suitable as sole evidence.

The Service must not be used as the sole basis for:

• Dismissal or disciplinary action
• Compensation changes
• Regulatory findings or legal disputes
• Performance sanctions

Human review must always remain in the loop.

All software, workflows, prompts, scoring logic, dashboards, and branding relating to the Service remain our exclusive property.

You may not:

• Copy, resell, or reverse engineer the Service
• Decompile or benchmark publicly without consent
• Train competing models on outputs
• Reproduce proprietary workflows

Your uploaded call data remains your property. You grant us a limited licence to process it solely to provide the Service.

To the maximum extent permitted by UAE law, our total liability arising from the Service shall not exceed the total fees paid by you in the 3 months preceding the claim.

We are not liable for:

• Indirect damages or loss of revenue
• Reputational damage or missed sales
• Employee disputes
• Regulatory penalties caused by unlawful customer recordings
• Reliance on AI-generated outputs

We are not liable for delays or failures caused by events beyond our reasonable control, including:

• Cyberattacks or cloud provider outages
• Telecom failures or strikes
• Natural disasters or acts of government
• Internet backbone issues
• War or civil disruption

We may update these Terms periodically. For material changes, we will provide at least 14 days' notice by email, in-app notification, or account dashboard alert.

Continued use after the effective date constitutes acceptance.

For support, legal notices, billing, or data requests:

MateRate DXB FZ-LLC

Dubai, United Arab Emirates

support@risala.tech