CARE Service Terms

    Last updated: September 2026

    These CARE Service Terms ("Service Terms") supplement the Thamra Group Terms of Service and govern your use of CARE (Customer AI Response Engine). By using CARE, you agree to both these Service Terms and the general Terms of Service. In the event of a conflict, these Service Terms prevail with respect to CARE services.

    1. Service Overview

    CARE (Customer AI Response Engine) is an AI-powered customer support agent provided by Thamra Group for Technology and Trading LLC. CARE handles customer conversations in Arabic (multiple dialects) and English across WhatsApp Business and website chat widgets. CARE can answer questions, take actions (bookings, orders, billing inquiries), and escalate to human agents with full context when needed.

    Download the full terms

    Pricing, refund and the service terms that attach to the one-time fee, in one PDF you can keep with your quote. English text; the Arabic on this site prevails.

    CARE — Pricing, Refund & Terms (PDF)

    2. Order & Licence Grant

    CARE is licensed for a single payment covering a 12-month licence term, quoted for your clinic and agreed in writing before activation. Subject to payment of that fee and to these Service Terms, Thamra Group grants you a non-exclusive, non-transferable, non-sublicensable licence for that 12-month term to use CARE for the internal business purposes of the clinic and the WhatsApp Business numbers identified in your written order confirmation.

    The first term runs for 12 months from go-live. Go-live is the date CARE begins handling live customer conversations on your WhatsApp number, confirmed in writing by both parties. Each renewal term runs for 12 months from the day the previous term ends.

    Renewal is not automatic and nothing is auto-charged. We contact you before the term ends with a renewal quote. The renewal fee is quoted at each renewal and is not fixed in advance, because it reflects the scope in place at that time. If you renew, the licence continues without interruption. If you do not, the licence expires and CARE stops answering customers until it is renewed. Your data remains exportable as described in section 5.

    The licence is limited to that scope. Additional branches, additional WhatsApp numbers, use on behalf of a different legal entity, and resale or sublicensing of CARE to third parties are not covered and require a separate licence. You may not remove or circumvent activation controls.

    3. The Fee

    One payment covers the whole 12-month term. There is no monthly bill, no per-message fee, no per-user or per-seat fee, no conversation metering and no separate setup fee. Hosting, product updates and support are included for the term. A further payment falls due only if you choose to renew for another term. The fee is payable in full by bank transfer before onboarding is completed, and Thamra Group activates your agent once the transfer is received and confirmed. Full payment details are in the CARE Pricing & Payment Policy.

    Where Thamra Group has agreed a trial period in writing, the agent is activated for that period and deactivates automatically at its end. No charge is made automatically and no invoice is issued. Continuing after such a trial requires the one-time fee.

    4. Usage & Fair Use

    Conversations are not metered. There is no monthly allowance, no overage charge and no cap that pauses your agent.

    This is offered on the basis of normal use by the clinic named in your order confirmation. If sustained volume goes materially beyond what a clinic of that size would generate, or if the licence is used outside the scope in section 2, Thamra Group will contact you to agree a fair remedy, which may be an additional licence covering the extra scope. This provision exists to prevent abuse of the licence, not to limit a busy clinic. Thamra Group will not suspend your agent under this section without first contacting you and allowing a reasonable period to resolve the matter.

    5. Refunds & Termination

    You may request a refund of 85% of the fee within 30 days of go-live, and within 30 days of each renewal date thereafter, as set out in the CARE Refund Policy. There is no monthly billing to cancel; a term you have paid for simply runs to its end unless you take a refund, and you end the arrangement by choosing not to renew.

    You may stop using CARE at any time by notifying us; we will deactivate your agent on request. Thamra Group may suspend or terminate the licence if you materially breach these Service Terms or the acceptable use provisions of the Terms of Service, or where required by law or by a third-party platform. Except where the breach makes prior notice impracticable, we will give you notice and a reasonable opportunity to remedy the breach first.

    On termination your licence ends and your agent stops responding. Your data remains exportable for 30 days in CSV or JSON, after which it is deleted in line with the Privacy Policy. Sections 6, 7, 8, 9 and 11 survive termination.

    6. Third-Party Platforms

    CARE depends on third-party platforms that Thamra Group does not control, including Meta's WhatsApp Business API and third-party AI model providers. Your use of WhatsApp is additionally governed by Meta's own terms and policies.

    Those providers may change their functionality, pricing, policies or availability, and may suspend or restrict a business account. Thamra Group is not liable for their acts, omissions, outages, policy changes or pricing changes, or for any suspension of your WhatsApp Business account by Meta. If a dependency is discontinued or becomes commercially unviable on terms Thamra Group can reasonably absorb, we will notify you and work with you in good faith on a replacement or an alternative arrangement.

    7. Patient Consent & Messaging Compliance

    You are the party responsible for your customers' personal data and for your communications with them. You represent and warrant that:

    • You have a lawful basis for processing your customers' personal data through CARE, and have obtained any consent required under applicable law.
    • You have obtained valid opt-in before any business-initiated WhatsApp message, including appointment reminders, recall and promotional campaigns, in line with Meta's WhatsApp Business Messaging Policy.
    • You honour opt-out requests, and you disclose to customers that they are interacting with an AI assistant.
    • Your knowledge base content is accurate, lawful, and yours to use.

    Thamra Group provides the tooling to support these obligations but cannot discharge them for you.

    8. Clinical Responsibility & AI Limitations

    CARE is not a medical device. It does not provide medical advice, does not perform clinical triage or diagnosis, and must not be relied on for any clinical decision.

    CARE's escalation features — including keyword and sentiment triggers that route a conversation to your staff — are an operational convenience, not a clinical safety system. They are not guaranteed to identify every urgent, emergency or safeguarding situation. You must maintain your own protocols for urgent contact and must not present CARE to your customers as an emergency channel.

    AI-generated responses may be inaccurate, incomplete or out of date. You remain solely responsible for the accuracy of information reaching your customers and for compliance with the requirements of any regulator that applies to your business.

    If you are a healthcare provider, these obligations are specifically clinical: you must maintain your own clinical protocols for urgent contact, you remain responsible for the clinical and regulatory accuracy of information reaching your patients, and you are responsible for compliance with the requirements of your health regulator. CARE is not a medical device and makes no clinical decisions.

    9. Support

    Support is included in the one-time fee at no extra cost, by WhatsApp and by email at support@thamragroup.com, Sunday to Thursday during business hours in Qatar, on a best-effort basis.

    There is no guaranteed response time and no uptime commitment. Thamra Group does not offer a service level agreement unless one is separately agreed in writing. This is consistent with the warranty disclaimer in the Terms of Service.

    10. Service Continuity

    If Thamra Group discontinues CARE, or decides not to offer you a renewal term, we will give you at least 90 days' written notice before your current term ends and provide a complete export of your data in a structured, machine-readable format. We will not cut a term short that you have already paid for, except as described in section 5.

    11. Add-Ons

    Optional add-on services are quoted separately, and are also one-time fees:

    • Custom Workflow: contact sales for a quote
    • White-Label Branding: contact sales for a quote
    • Advanced CRM Connection: contact sales for a quote

    Add-ons are not recurring charges. Thamra Group may change the pricing of future quotes at any time; a change in list pricing never affects a fee already agreed and paid.

    12. Order of Precedence

    If there is a conflict between documents, the following order applies, most specific first: (1) your signed order confirmation; (2) these CARE Service Terms; (3) the Pricing & Payment Policy; (4) the Refund Policy; (5) the Thamra Group Terms of Service; (6) the Privacy Policy.

    13. General Terms

    All other terms — including acceptable use, intellectual property, warranties, limitation of liability, indemnification, governing law, and dispute resolution — are governed by the Thamra Group Terms of Service. These Service Terms are published in English and Arabic; in the event of any inconsistency, the Arabic version prevails.

    14. Contact

    For questions about these CARE Service Terms, contact us at: