Terms of Service

1. Acceptance of Terms and Legal Entity

Welcome to the services offered under the RealOffice / RealOffice AI brand (the "Services"). The Services are provided by RealOffice / רילאופיס, a registered partnership (שותפות רשומה), partnership number 540351210 (the "Company", "we", "our", or "us"). Address: Hamelech Yerovham 7/31, Ashdod, Israel. Website: https://realoffice.ai.

By accessing or using the Services, you agree to these Terms of Service (the "Terms"). If you do not agree, you must not use the Services.

2. Services Provided

We offer software as a service (SaaS) that may include, among other things: customer/CRM management; incoming calls, recordings, and transcription; AI-powered analysis; token management for external services; WhatsApp Business API integration; AI agents for automated communication; and payment processing (including via credit card). The specific scope depends on your plan and order.

3. User Responsibilities

You agree, among other things, to:

• Accurate Information: Provide accurate, current, and complete information during registration and account setup.
• Account Security: Maintain the confidentiality of your credentials and remain responsible for all activity under your account. Notify us immediately of any unauthorized use.
• Compliance with Laws: Comply with all applicable laws, including telecommunications, privacy, and regulatory requirements.
• Spam / Israeli Communications Law: Not send marketing messages without the recipient’s prior express consent, as required under Section 30A of the Israeli Communications Law (Telecommunications and Broadcasting), 1982, and provide an unsubscribe mechanism. Full compliance responsibility rests with you.
• Meta Policies: When using WhatsApp Business API, comply with Meta’s WhatsApp Business Policy and Commerce Policy, including approved templates and message categorization.
• Recording Consents and End-User Notices: Provide all legally required notices and obtain consents from call participants and message recipients, and supervise content sent through the platform.

4. Roles: Controller and Processor

Regarding end-user/lead/call/WhatsApp content and similar data you upload or process on the platform ("Customer Data" / Customer Content): you are the data controller (בעל מאגר), responsible for lawful basis, notices, consents, and fulfilling data-subject rights.

RealOffice acts as a processor (מחזיק), providing the platform and processing Customer Data per your instructions to deliver the Services. Regarding your business Account Data (name, billing email, contact details), RealOffice may act as controller for account administration, billing, security, and support.

5. Payment and Fees

• Subscription Fees: Access to certain services requires a subscription. You agree to pay all fees specified when subscribing.
• Setup Fees: Some services require one-time setup fees as specified in our pricing.
• Usage-Based Fees: Certain services are billed based on usage (e.g., messages, tokens, hours). You agree to pay for all usage incurred.
• Third-Party Fees: Meta fees for WhatsApp messaging are not included in our pricing and are billed separately by Meta from the first day of use.
• Billing: We bill you through your online billing account. You agree to maintain accurate billing and payment information.
• Late Payments: Late payments may result in service suspension and may incur additional fees.

6. Service Level Agreement (SLA)

• Uptime Commitment: We strive to maintain 99.9% uptime for our core services.
• Scheduled Maintenance: We will provide reasonable advance notice for scheduled maintenance that may affect availability.
• Support: Ongoing support is provided to all customers by email. Support hours are Sunday–Thursday, 9:00–18:00 Israel time, and apply to email support only. Phone support is available only as part of paid support.
• Response and Fault Resolution Times: Our commitment is to provide a response (reply) to support requests during the support hours stated above. Faults are handled and resolved, as a target, within twenty-four (24) hours, or within the time that the specific fault actually requires, as the case may be. This does not constitute a commitment to resolve any fault within a particular time.
• Credits and Refunds: The availability and handling targets in this section are goals we strive to meet and do not entitle you to any credit, compensation, or refund, except as set out in Section 8 (Refund and Cancellation Policy).

7. Fair Usage / Acceptable Use Policy (AUP)

Our services are intended for ordinary business use. Prohibited activities include:

• Sending spam or unsolicited bulk messages without lawful consent.
• Using the service for illegal or abusive purposes.
• Attempting to circumvent usage limits or billing.
• Reselling or redistributing our services without authorization.
• Using automated means to create accounts or access beyond intended use.
• Engaging in any activity that may harm our systems or other users.

Violation may result in immediate suspension or termination of access.

8. Refund and Cancellation Policy

• Subscription Cancellation: You may cancel at any time. Cancellation takes effect at the end of your then-current billing period.
• Refunds: Monthly subscription fees are non-refundable. Annual subscriptions may be eligible for prorated refunds within the first 30 days.
• Setup Fees: One-time setup fees are non-refundable once the setup process has begun.
• Usage Fees: Fees for usage-based services (messages, tokens, etc.) are non-refundable.
• Outages and Faults: The customer is not entitled to any credit, refund, or compensation for faults or outages originating with third-party companies or providers other than RealOffice. RealOffice will consider a refund only in the event of an outage lasting more than one full week (7 consecutive days) during which the customer’s entire system is not working. Any such refund, if granted, will be proportional to the extent of the fault and at RealOffice’s sole discretion.

9. Data Handling and Privacy

• Privacy Policy: We collect and use personal data in accordance with our Privacy Policy.
• No Sale of Data: We do not sell your Customer Data. Internal use is limited to support, security, and operating the Services.
• Ownership: You retain ownership of your Customer Data. We are granted a limited license to use it solely to provide the Services.

10. Intellectual Property and AI-Generated Content

• Our IP: All intellectual property rights in the Services, including software, algorithms, interfaces, and documentation, belong to the Company.
• Your Content: You retain all rights to content you upload or create using the Services.
• AI Outputs: AI outputs generated for you on the platform are licensed for your legitimate business use, subject to these Terms and third-party rights. This is not a warranty of accuracy or fitness for a particular purpose.
• License Grant: We grant you a limited, non-exclusive, non-transferable license to use the Services for your business purposes.
• Feedback: Any feedback or suggestions you provide may be used by us without obligation to you.

11. API Usage Terms

• API Access: API access is provided as part of applicable service plans.
• Rate Limits: API usage is subject to rate limits. Exceeding limits may result in temporary restrictions.
• Authentication: You must secure your API credentials and not share them with unauthorized parties.
• Changes: We may modify API functionality with reasonable notice and will make commercially reasonable efforts to maintain backward compatibility.

12. Third-Party Integrations

Our Services integrate with third-party platforms, including:

• Meta (WhatsApp Business API): Use is subject to Meta’s terms and policies.
• CRM Systems: CRM integrations are provided as is and subject to those providers’ terms.
• Payment Processors and Cloud: Payment processing and cloud hosting are subject to the terms of the relevant partners.
• Data Sources You Connect: Data may also reach the platform from third-party integrations or sources that you choose to connect to your account, under your arrangements with those third parties. RealOffice processes such data solely to provide the Services.

We are not responsible for changes to third-party services, APIs, or policies that may affect integrations or availability.

13. Call Monitoring and Recording

Upon request, or where reasonably needed for support and quality assurance, authorized Company personnel may access calls or recordings. You are solely responsible for obtaining any legally required notices and consents from call participants before recording or processing calls.

14. AI Agents — Disclaimer of Liability (Core Section)

AI agents operated via RealOffice — including AI agents that RealOffice itself supplied to the customer and built for the customer — are not under RealOffice’s full control, due to the many factors that affect them, including third-party providers that supply the AI models and changes made by the customer on its own. The agents operate under the CUSTOMER’s control and configuration, and RealOffice has no practical way to know or supervise in real time what those agents do, say, decide, or send.

RealOffice bears no responsibility whatsoever, and disclaims ALL responsibility and liability, for actions, omissions, messages, decisions, results, outputs, errors, hallucinations, unlawful content, spam, or damages caused by AI agents — whether configured or operated by or for the customer, or supplied to or built for the customer by RealOffice.

The customer alone is responsible for verifying the results and outputs of the AI agents, at the customer’s sole discretion. You are also solely responsible for prompts, tools, integrations, approvals, human oversight, compliance (including recording consent, spam law / Communications Law 30A, and Meta policies), and verifying AI outputs before relying on them or sending them to end users.

The Services and AI outputs are provided AS-IS, with no warranty of accuracy, completeness, or fitness for a particular purpose.

15. Data Retention, Deletion, and Export

• Retention: Data from inactive accounts may be moved to cold storage after four (4) consecutive years of inactivity.
• Deletion: You may request deletion within one (1) year after data is moved to cold storage. If no request is received, data may be permanently deleted after five (5) consecutive years of inactivity, subject to legal retention requirements.
• Export: You may request an export of your data while your subscription is active, subject to technical feasibility and applicable law. You should actively export before subscription ends.

16. Limitation of Liability

• No Warranty: The Services and AI outputs are provided "as is" without warranties of any kind, express or implied.
• Exclusion of Damages: To the maximum extent permitted by law, the Company shall not be liable for any direct, indirect, incidental, special, or consequential damages arising out of or in connection with use of or inability to use the Services.
• AI Agents: Without limiting the foregoing, the Company is not liable in any way for the acts, messages, results, outputs, or damages of AI agents, including AI agents that the Company supplied to you or built for you (see Section 14).
• Third-Party Faults and Outages: The Company is not liable for faults, outages, or damages originating with third-party companies or services other than RealOffice. Your sole remedy for a service outage is a refund, if any, as set out in Section 8 (Refund and Cancellation Policy).
• Cap: Our total liability shall not exceed the amount paid by you for the Services in the twelve (12) months preceding the claim.

17. Indemnification

You agree to indemnify and hold harmless the Company and its officers, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys’ fees) arising from: (a) your use of the Services; (b) violation of these Terms; (c) infringement of third-party rights; (d) actions, omissions, results, or outputs of AI agents configured or operated by or for you, including AI agents that the Company supplied to you or built for you; (e) spam or violations of the Communications Law / Meta policies; (f) claims by end users or recipients; and (g) issues related to data from third-party integrations or sources you connect, caused by your acts or omissions.

18. Force Majeure

Neither party shall be liable for any failure or delay due to circumstances beyond their reasonable control, including natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

19. Dispute Resolution

• Negotiation: The parties agree to first attempt good-faith negotiation.
• Mediation: If negotiation fails, the parties agree to attempt mediation before formal legal action.
• Jurisdiction: Disputes not resolved shall be subject to the exclusive jurisdiction of the courts of Israel.

20. Changes to Terms

We may modify these Terms at any time. Material changes will be posted on our website and, where appropriate, notified by email or in-product notice. Continued use after the effective date constitutes acceptance, except where applicable law requires a different process.

21. Governing Law

These Terms are governed by the laws of the State of Israel, without regard to conflict-of-law principles that would require application of another jurisdiction’s laws.

22. Contact Information

Questions about these Terms:

• Sales / General: sales@realoffice.ai
• Privacy: privacy@realoffice.ai
• Address: Hamelech Yerovham 7/31, Ashdod, Israel

23. Termination

We may suspend or terminate your access immediately, with or without prior notice, if we reasonably believe you have violated these Terms, pose a security or legal risk, or have engaged in conduct harmful to the Company, other users, or third parties. Upon termination, your right to use the Services ends immediately. Provisions that by their nature should survive (including payment, liability limitations, indemnification, and dispute resolution) will survive.

24. Miscellaneous

• Entire Agreement: These Terms constitute the entire agreement between you and the Company regarding use of the Services.
• Severability: If any provision is found invalid, the remaining provisions remain in full force.
• Waiver: Failure to enforce any right is not a waiver of that right.
• Assignment: You may not assign these Terms without our prior written consent.