Terms of service

Mojara Technologies FZ-LLC
Compass building - Al Hulaila,
AL Hulaila Industrial Zone-FZ,
Ras Al Khaimah, United Arab Emirates

Email: [email protected]

These terms govern the use of asktrix (website, web app, chat widget, help center and interfaces). asktrix is offered exclusively to businesses, self-employed persons and organisations using the service for their commercial or professional activity, not to consumers. Conflicting terms of the customer only apply if we agree to them in writing.

The contract is concluded on registration. By registering, you confirm that you are of legal age and authorised to act for the business for which the workspace is created. Registration details must be accurate. Credentials must be kept confidential; the customer is responsible for the activities of the members it invites to its workspace.

asktrix is customer communication software: shared inbox, chat widget, help center, campaigns and the AI agent Trix. The features and limits included (e.g. seats, history, languages) follow from the chosen plan on the pricing page. We continuously develop the service; we do not materially reduce the features of a paid plan during a running billing period.

We aim for high availability but do not owe any specific availability unless agreed otherwise in writing. Where possible, maintenance is carried out at times of low usage.

The Start and Team plans can be tried free of charge for 14 days without payment details. If the trial ends without a paid plan, the workspace automatically moves to the Free plan; no costs arise. The Free plan is free of charge; we may change its scope with reasonable notice.

The prices on the pricing page at the time of booking apply. All prices are net prices plus applicable taxes; for businesses in the EU the reverse charge mechanism may apply. Paid plans are billed monthly in advance through our payment provider Stripe. If a payment fails, Stripe retries it several times; if it remains unsuccessful, the subscription ends and the workspace moves to the Free plan.

Paid plans run monthly and renew automatically. The customer can cancel at any time under Settings → Plan & billing; the cancellation takes effect at the end of the paid period, after which the workspace moves to the Free plan. Periods already paid are not refunded pro rata unless required by law. An upgrade applies immediately and is charged pro rata.

We may terminate the contract with 30 days' notice to the end of a month. The right of both parties to terminate for cause remains unaffected, in particular in the event of serious breaches of section 7. In such cases we may also suspend the workspace temporarily.

The customer uses asktrix only in compliance with applicable law. In particular, it is not permitted to

• send campaigns or messages without the recipients' required consent or ignore unsubscribes,
• distribute unlawful, fraudulent or deceptive content, such as phishing pages in the help center,
• upload malware, attack or overload the service, or circumvent security measures,
• resell access or reverse engineer the service beyond what the law permits.

The customer is responsible for the content in its workspace and for lawfully collecting the data of its own customers. This includes informing visitors of its website about the chat widget in its own privacy policy and obtaining consent where required (e.g. for LiveLens or campaigns).

The AI agent Trix works with an AI provider that the customer chooses itself and connects with its own API key. The transfer to this provider is governed by the contract between the customer and the provider; the provider is not our sub-processor. AI answers may be wrong. The customer is responsible for configuring Trix sensibly and for reviewing its answers to a reasonable extent.

All content the customer stores in asktrix remains the customer's. We use it only to provide the service and not to train AI models. The customer can export its data at any time under Settings → Workspace → Data & export and delete the workspace. Deleted data is removed from the system; it remains in backups until they are overwritten in the regular rotation. When moving to a smaller plan the data is kept; features and limits then follow the new plan.

Insofar as we process personal data on behalf of the customer, the customer is the controller and we are the processor. This section is the data processing agreement under Art. 28(3) GDPR; it applies upon conclusion of the contract without a separate signature.

• Subject matter and duration: provision of the service for the term of the contract.
• Nature and purpose: storing, transmitting, displaying and analysing data as part of the features the customer uses.
• Types of data: contact details, message contents and files, usage and technical data (e.g. IP address, browser, pages visited).
• Data subjects: the customer's customers and website visitors, and the members of its workspace.

We undertake to

• process the data only on the customer's documented instructions; instructions are these terms and the settings the customer makes in the service,
• only give access to persons committed to confidentiality,
• take appropriate technical and organisational measures under Art. 32 GDPR, including encrypted transmission (TLS), access control with optional two-factor sign-in, regular backups and hosting in the EU,
• assist the customer with data subject requests and its obligations under Art. 32–36 GDPR,
• report personal data breaches without undue delay,
• delete the data after the end of the contract, once the customer has been able to export it, unless retention is required by law,
• provide the customer with the information needed to demonstrate these obligations and allow audits with reasonable notice, at most once a year and at the customer's expense unless there is a specific reason.

The customer gives general authorisation for sub-processors. Currently these are a hosting provider in the EU, a content delivery and security network provider (USA; standard contractual clauses or EU-US Data Privacy Framework) and an email delivery provider. We announce new sub-processors at least 30 days in advance by email; the customer can object and in that case terminate the contract as of the change.

The data is stored on servers in the EU. Our company is based outside the EU; insofar as we access the data from there or sub-processors process data in third countries, the standard contractual clauses of the European Commission (Implementing Decision (EU) 2021/914) in the applicable module, which are hereby incorporated into this contract, or an adequacy decision apply.

We are liable without limitation for intent and gross negligence and for injury to life, body or health. In case of slight negligence we are only liable for breaches of essential contractual obligations, limited to the foreseeable damage typical for the contract and at most to the fees the customer paid in the twelve months before the damaging event. In the free plan and during the trial we are only liable for intent and gross negligence. Mandatory statutory liability remains unaffected.

The customer indemnifies us against third-party claims based on its content or on unlawful use of the service by it or its members.

We may change these terms with effect for the future. We announce changes at least 30 days in advance by email. If the customer does not object before they take effect, they are deemed accepted; we point this out in the announcement. In case of objection, either party may terminate the contract as of the change.

The laws of the United Arab Emirates apply, excluding the UN Convention on Contracts for the International Sale of Goods; mandatory data protection rules, in particular the GDPR, remain unaffected. The place of jurisdiction is the provider's registered seat. Should any provision be invalid, the remainder of the contract remains effective.