Legal, Liability & Disputes

1. Overview

Shilte AI provides digital technology and business tools, including AI agents, customer engagement systems, website and WhatsApp integrations, knowledge management, workflow automation, customer relationship management, analytics, payment-related functionality, bookings and other business services.

These Legal, Liability & Disputes Terms establish the legal framework that applies when you access or use Shilte AI. They explain the responsibilities of Shilte AI and its users, address the limitations of technology services, and provide a process for handling complaints and disputes.

In these terms, "Shilte AI", "Shilte", "we", "us" and "our" refer to the operator of the Shilte AI platform. "You" and "your" refer to the person or organisation accessing or using the services.

2. Contractual framework and applicable terms

Your use of Shilte AI is governed by the main Terms of Use and any additional terms that apply to the specific products, features or services you access.

Depending on your use of the platform, these may include:

• General Terms of Use.
• AI Agents Terms.
• Automation and Business Intelligence Terms.
• Knowledge Base and AI Training Terms.
• Payments, Billing and Subscriptions Terms.
• Accounts and Acceptable Use Terms.
• Privacy and Data Protection information.

A separate written agreement may also apply to enterprise services, integrations, implementation work or other arrangements. Where a separate agreement expressly governs a particular matter, it will take priority over a general provision to the extent of any direct inconsistency.

By accessing or using the relevant services, you agree to the applicable terms, subject to any rights that mandatory law gives you.

3. Responsibilities of Shilte AI and users

3.1 Shilte AI responsibilities

Shilte AI will take reasonable steps to operate, maintain and secure its services, provide the functionality described for the relevant product, and address technical issues through its available support channels.

Shilte AI may update its technology, modify features, introduce safeguards and maintain integrations as reasonably necessary to operate the platform.

3.2 Your responsibilities

You are responsible for:

• Providing accurate account and business information.
• Maintaining the security of your account and access credentials.
• Ensuring that you have the necessary rights and permissions to use submitted content and data.
• Configuring AI agents and workflows appropriately for your business.
• Reviewing important automated actions and customer-facing information.
• Complying with applicable laws and third-party service requirements.
• Managing your relationships, products, services, employees and customers.

Shilte AI does not become the owner or operator of your business merely because you use its technology to manage business activities.

4. Business decisions and independent judgment

Shilte AI provides software tools intended to assist business operations, customer engagement, information management and decision-making. The platform does not replace your responsibility to manage your business and exercise appropriate judgment.

You remain responsible for decisions involving pricing, product availability, property listings, service delivery, customer eligibility, credit, hiring, contracts, financial commitments and other business matters.

You should independently verify important information before relying on it to make a commercial, financial, legal or operational decision.

5. AI-generated information and technology limitations

Shilte AI uses artificial intelligence and automated systems to process information, generate responses, classify enquiries, recommend actions and support business workflows.

AI-generated information may sometimes be inaccurate, incomplete, outdated, ambiguous or unsuitable for a particular situation. Outputs may depend on the quality of the information supplied, the instructions provided, the connected knowledge sources and the behaviour of underlying AI systems.

You acknowledge that:

• AI responses are not guaranteed to be accurate or complete.
• AI recommendations are not automatically professional, legal, medical or financial advice.
• Automated workflows may require testing, monitoring and human intervention.
• Information supplied by your business may affect the quality of AI outputs.
• Human review may be necessary before important information or decisions are communicated or acted upon.

You are responsible for reviewing and approving AI outputs where accuracy, safety, legal compliance or customer impact is important.

6. Third-party services and integrations

Shilte AI may connect with or depend on external services, including WhatsApp and other messaging providers, payment services, cloud infrastructure, website platforms, CRM applications and other software providers.

Those services may operate under independent terms, policies, technical standards and availability conditions. Shilte AI does not control all decisions or operations of third-party providers.

To the extent permitted by law, Shilte AI is not responsible for independent provider outages, account restrictions, policy changes, rejected transactions, delayed notifications or discontinued integrations outside its reasonable control.

You are responsible for maintaining any third-party accounts you connect and ensuring that your use of those services is properly authorised.

7. Business transactions, payments and marketplace activities

Shilte AI may provide tools that help businesses receive enquiries, display offers, manage bookings, track orders, initiate payment requests or communicate with customers.

Unless a separate written agreement expressly states otherwise, Shilte AI is a technology provider and does not become a party to the underlying commercial agreement between a business and its customer.

The relevant business remains responsible for its products, services, prices, representations, delivery, refunds, warranties, customer support and contractual obligations.

A payment request, payment initiation message or booking enquiry does not necessarily mean that a payment has settled or that a booking has been accepted. Users should rely on the relevant confirmed transaction or booking status.

Where Shilte AI provides payment-related functionality, additional requirements apply under the Payments, Billing and Subscriptions Terms.

8. Intellectual property and platform materials

Shilte AI and its licensors retain the rights they own in the platform, software, interfaces, designs, documentation, branding, underlying technology and related materials.

Subject to these terms and any applicable subscription or service agreement, you receive permission to access and use the relevant services for their intended purpose. This does not transfer ownership of Shilte AI's software, source code, trademarks or proprietary technology to you.

You retain rights in content and materials that you own and submit to the platform. You must ensure that you have the necessary permissions for content, images, documents, data and other materials that you upload.

You must not copy, reproduce, distribute, modify, reverse engineer, commercially exploit or create unauthorised derivative works from Shilte AI materials except where expressly permitted by law or authorised in writing.

9. Warranties and disclaimers

Shilte AI will use reasonable efforts to provide its services in accordance with the applicable product descriptions and agreements. However, technology services can be affected by technical limitations, maintenance, network conditions, external providers and other circumstances.

To the extent permitted by law, services are provided without additional warranties beyond those expressly stated in an applicable written agreement or those that cannot lawfully be excluded.

Shilte AI does not guarantee that:

• The platform will operate continuously without interruptions or errors.
• Every AI-generated response will be accurate, complete or suitable.
• Every integration or external service will remain available.
• Use of the platform will produce a particular level of revenue, leads, sales or business performance.
• Every automated action will execute successfully under all circumstances.
• Every technical issue can be resolved within a particular timeframe unless agreed in writing.

Nothing in this section excludes any statutory guarantee or consumer protection that applicable law requires.

10. Limitation of liability

To the maximum extent permitted by applicable law, Shilte AI will not be liable for indirect, incidental, special, exemplary or consequential losses, including loss of anticipated profits, business opportunities, goodwill, expected savings or data, where such losses arise from or relate to your use of the services.

This limitation does not apply where the relevant loss is not legally excludable or where liability arises from conduct for which applicable law does not permit limitation.

10.1 Matters outside reasonable control

Subject to applicable law, Shilte AI is not responsible for losses caused by matters outside its reasonable control, including failures of third-party infrastructure, telecommunications networks, payment providers, internet connectivity or external software.

10.2 Liability cap

To the extent permitted by applicable law, the aggregate liability of Shilte AI arising out of or relating to the services will not exceed the fees paid or payable by you for the relevant services during the twelve (12) months immediately preceding the event giving rise to the claim.

Where no fees were paid or payable for the relevant service during that period, the limitation will apply to the extent permitted by law.

10.3 Non-excludable liability

Nothing in these terms excludes or limits liability for fraud, wilful misconduct or any other liability that cannot lawfully be excluded or limited. Nothing removes mandatory consumer rights or other protections provided by applicable law.

11. Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Shilte AI and its personnel against third-party claims, losses, liabilities and reasonable expenses arising directly from:

• Your unlawful use of the platform.
• Your material breach of these terms or applicable product agreements.
• Your infringement of another person's intellectual property or other rights.
• Your unauthorised collection, use or disclosure of personal information.
• Products, services or business representations that you independently provide to customers.
• Instructions or content that you submit and that result in a third-party claim.

This provision does not require you to indemnify Shilte AI for losses caused by Shilte AI's own negligence, fraud, wilful misconduct or other conduct for which responsibility cannot lawfully be transferred.

Shilte AI will, where reasonably practicable, notify you of a claim for which indemnification is sought and allow you a reasonable opportunity to participate in its defence. No settlement that imposes an admission or obligation on you may be made on your behalf without your agreement.

12. Events beyond reasonable control

Neither party will be responsible for a delay or failure to perform an obligation to the extent that it is caused by an event beyond that party's reasonable control and could not reasonably have been prevented or overcome.

Such events may include:

• Natural disasters, severe weather events and public emergencies.
• War, terrorism, civil unrest or government restrictions.
• Widespread internet, electricity or telecommunications failures.
• Major cloud infrastructure or third-party service disruptions.
• Cyberattacks or security incidents not reasonably preventable despite appropriate safeguards.
• Changes in law or regulatory action that materially affect service delivery.

The affected party should take reasonable steps to reduce the impact and resume performance when reasonably possible. This section does not remove payment obligations that have already become due or liabilities that cannot lawfully be excluded.

13. Complaints and formal notices

If you have a concern about Shilte AI, its services, billing, account access, security or another matter, you should first contact the Shilte AI support team through the available support channels.

When submitting a complaint, provide enough information to help identify and investigate the issue. This may include:

• Your account email or relevant business account identifier.
• A clear description of the issue or complaint.
• Relevant transaction references, dates or service details.
• Supporting documents or screenshots where appropriate.
• The outcome or corrective action you are requesting.

Do not include passwords, private authentication codes or unnecessary sensitive personal information in a complaint.

Shilte AI will consider complaints in good faith and may request additional information where necessary. Acknowledgement or review of a complaint does not automatically mean that a claim has been accepted or that a particular outcome is guaranteed.

14. Dispute resolution

If a dispute arises between you and Shilte AI in connection with these terms or the services, the parties should first attempt to resolve it through good-faith discussions.

14.1 Initial discussion

The party raising the dispute should provide a written explanation of the issue, the relevant facts and the outcome sought. Both parties should make reasonable efforts to clarify the matter and identify a practical resolution.

14.2 Negotiation

Where the initial discussion does not resolve the matter, the parties should consider further discussions between authorised representatives. Relevant documents and communications may be exchanged where appropriate and lawful.

14.3 Mediation

Where appropriate, the parties may agree to refer the dispute to mediation with a mutually acceptable independent mediator. Any mediation arrangement, including the mediator, location, process and costs, should be agreed by the parties.

14.4 Court proceedings

If the dispute cannot be resolved through agreed discussions or mediation, either party may pursue the remedies available through the courts or other competent legal bodies in accordance with applicable law.

This process does not restrict any mandatory consumer complaint procedure, statutory remedy or regulatory route available under applicable law.

15. Legal requests and regulatory cooperation

Shilte AI may receive legal notices, court orders, regulatory requests or other formal demands relating to the platform or information processed through its services.

Where legally required and subject to applicable safeguards, Shilte AI may preserve, disclose or provide relevant information to competent authorities or other authorised recipients.

Shilte AI may also take reasonable steps to protect its users, systems and services where it identifies suspected fraud, security threats, unlawful activity or other serious risks.

Any handling or disclosure of personal information will be subject to applicable data protection laws and relevant legal obligations.

16. Suspension, termination and continuing obligations

Shilte AI may suspend, restrict or terminate access to services where permitted under the applicable agreements and reasonably necessary to address a breach, security risk, legal requirement or other legitimate platform concern.

Where reasonably practicable and lawful, Shilte AI may provide notice and an opportunity to address the issue before taking restrictive action. Immediate action may be necessary where there is a serious security threat, suspected fraud, unlawful activity or risk of harm.

Termination does not automatically cancel payment obligations, liabilities already incurred, or provisions that by their nature should continue after termination. These may include provisions relating to intellectual property, liability, indemnification, confidentiality, dispute resolution and governing law.

17. Changes to these legal terms

Shilte AI may revise these terms to reflect changes in its services, technology, business operations, legal requirements or risk controls.

The latest version will be published on this page with an updated revision date. Where required by law or appropriate due to the nature of a material change, Shilte AI will provide notice through an appropriate channel.

Your continued use of the affected services after revised terms take effect constitutes acceptance of those terms to the extent permitted by law. If you do not agree, you should stop using the affected services.

18. Governing law and jurisdiction

These terms are governed by the laws of Kenya, without removing any mandatory legal protections that may apply to a user under applicable law.

Subject to the dispute resolution provisions above and any mandatory jurisdictional rules, disputes relating to these terms may be brought before the competent courts of Kenya.

Nothing in this section prevents a consumer or other protected person from exercising rights in a forum where applicable law grants that right.

19. General provisions

19.1 Severability

If a provision is found to be invalid or unenforceable, it will be limited or interpreted to the minimum extent necessary, and the remaining provisions will continue to apply.

19.2 No waiver

A delay or failure to enforce a right does not amount to a waiver of that right.

19.3 Assignment

You may not transfer your rights or obligations under these terms without prior written permission where such permission is required. Shilte AI may transfer or assign its rights and obligations as part of a lawful business restructuring, merger, acquisition or transfer of the relevant services, subject to applicable law.

19.4 No partnership or agency

These terms do not create a partnership, joint venture, employment relationship or agency relationship between Shilte AI and a user.

19.5 Entire agreement

These terms, together with the applicable Terms of Use, product-specific agreements and other incorporated policies, form the agreement governing the relevant services.

19.6 Language

These terms are presented in English. Where a translation is made available, the English version will prevail to the extent permitted by law unless expressly stated otherwise.

20. Contact Shilte AI

For legal enquiries, formal complaints, dispute notices, questions about liability or requests relating to these terms, contact Shilte AI using the details below.