Terms and Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you and NovoAIGen LLC ("Company," "we," "us," or "our"), a limited liability company incorporated in the State of Georgia, USA, governing your access to and use of the Sappi platform (accessible at https://sappiai.com) and related services.

Throughout these Terms, the following definitions apply:

• "User" refers to Sappi's client — the business or individual subscribing to and using the Sappi platform.
• "Contact" refers to a User's client — the end-consumer or customer who interacts with the User through communication channels managed via Sappi.

By accessing or using Sappi, you agree to be bound by these Terms. If you do not agree, you must not access or use the platform. You represent that you are at least 18 years of age and have the legal authority to bind the organization on whose behalf you are using the platform.

Sappi is a multi-channel, AI-powered customer communication SaaS platform. The service includes, but is not limited to:

• Centralized management of customer communications across WhatsApp, email, phone calls, and social media platforms (Facebook Messenger, Instagram).
• AI-powered sentiment analysis of customer communications.
• AI that replies to Contacts' messages and answers inbound phone calls automatically on the User's behalf, including booking appointments, and automated workflow capabilities.
• CRM integration and lead management features.
• Business intelligence and analytics dashboards.
• Knowledge base management for AI-powered responses.

Sappi is provided as a subscription-based Software-as-a-Service (SaaS) product. Features and availability may vary based on the subscription plan selected.

To use Sappi, you must create an account. You agree to:

• Provide accurate, complete, and current information during registration and keep it updated.
• Maintain the confidentiality and security of your account credentials.
• Not share your account credentials with unauthorized individuals.
• Immediately notify us of any unauthorized access to or use of your account.
• Accept responsibility for all activities that occur under your account.

You acknowledge that Sappi operates on a multi-tenant architecture, meaning multiple Users share the same underlying infrastructure while their data remains logically separated and secure.

• Subscription tiers: Sappi offers various subscription plans with different features and usage limits. Details of available plans and pricing are provided on our pricing page or upon request.
• Free trial: An account that has not had a subscription before may start a free 7-day trial of the Pro plan without a payment method, while trial places are available (we limit how many trials run at once). During the trial, usage allowances are lower than on the paid plan, usage stops when an allowance is reached, no overage is charged, and phone numbers and AI calls are not included. If a payment method is on file when the trial ends, the subscription continues automatically as a paid monthly Pro subscription and is charged. If not, the subscription is paused without charge: the AI stops responding, connected channels are disconnected, and you can subscribe at any time from the billing page. Subscribing to a paid plan during the trial starts that plan, and its billing, immediately; the rest of the trial does not carry over.
• Billing cycles: Subscriptions are billed on a recurring basis (monthly or annually, depending on the plan selected).
• Usage allowances and overage: Each plan includes monthly allowances of AI messages and, on plans that include calls, voice minutes; allowances reset every month, on yearly plans too. On a paid plan, usage beyond an allowance is not blocked: it is billed as overage at the per-unit rates for your plan shown on our pricing page and on the billing page of your dashboard, and you authorize us to charge your payment method for it. Voice minutes are measured by actual call duration, to the second. Overage is billed in arrears: on a monthly plan, with the invoice for the next billing period; on a yearly plan, at the yearly renewal. Overage not yet billed when a subscription ends may be charged on a final invoice.
• Meta and WhatsApp messaging charges: Meta charges for some WhatsApp messages, such as the template messages Sappi sends for appointment confirmations and reminders. Meta bills those charges directly to your own WhatsApp Business Account, under Meta's pricing and terms. They are not included in your Sappi plan, and Sappi neither charges nor collects them. If your WhatsApp Business Account has no valid payment method, Meta may refuse to deliver those messages.
• Payment methods: Payments are processed through third-party payment processors. You must provide a valid payment method to subscribe.
• Auto-renewal: Subscriptions automatically renew at the end of each billing cycle unless cancelled before the renewal date.
• Price changes: We may adjust pricing with at least 30 days' prior notice. Price changes take effect at the start of the next billing cycle.
• Taxes and fees: Prices are exclusive of applicable taxes and fees, which are the responsibility of the User.
• Currency: All prices are quoted in United States Dollars (USD). If payment is made in another currency, the exchange rate and any associated fees are determined by and are the responsibility of the User's bank or payment provider.

As a User of Sappi, you agree to:

• Legal compliance: Comply with all applicable laws and regulations, including local privacy and data protection laws, in connection with your use of Sappi.
• Contact consent: Obtain all necessary and appropriate consents from Contacts before using Sappi to communicate with or process data about them.
• Call recording and AI disclosure: Calls answered by Sappi's AI are recorded and transcribed. You are responsible for giving callers and Contacts any notice, and obtaining any consent, that applicable law requires for call recording and transcription and for communicating with an AI, for example in your agent's greeting. Sappi's default greeting does not include a recording notice.
• Platform policy compliance: Comply with Meta's Developer Policies, WhatsApp Business Policy, and all other applicable third-party platform policies when using Sappi's integrations.
• Content responsibility: You are solely responsible for all content sent through the Sappi platform, including AI-assisted or AI-generated communications.

Prohibited Uses

You may not use Sappi to:

• Send spam, unsolicited messages, or bulk commercial communications without consent.
• Engage in harassment, threats, or abusive behavior toward Contacts or others.
• Distribute illegal, harmful, defamatory, or infringing content.
• Scrape, harvest, or collect data from the platform or its integrations in violation of applicable terms.
• Attempt to gain unauthorized access to the platform, other accounts, or connected systems.
• Use the platform for any purpose that is unlawful or prohibited by these Terms.

When using Sappi, NovoAIGen processes Contact data on behalf of Users. The following principles govern this data processing relationship:

• NovoAIGen processes Contact data solely as instructed by the User and to provide the Sappi service.
• NovoAIGen implements appropriate technical and organizational security measures to protect Contact data.
• NovoAIGen will notify Users of any changes to sub-processors involved in processing Contact data.
• Upon termination, NovoAIGen will delete or return Contact data as instructed by the User, subject to legal retention requirements.

A full Data Processing Agreement (DPA) is available upon request. Please contact privacy@sappiai.com to request a copy.

• Platform ownership: The Sappi platform, including its source code, design, AI models, documentation, and all related intellectual property, is and remains the exclusive property of NovoAIGen LLC.
• User data ownership: You retain all ownership rights to your data, including business configuration, communication content, and Contact data uploaded to or processed through the platform.
• Limited license: We grant you a limited, non-exclusive, non-transferable, revocable license to access and use Sappi during the term of your subscription, solely for your internal business purposes.
• Feedback: If you provide feedback, suggestions, or ideas about the platform, you grant NovoAIGen a non-exclusive, royalty-free, perpetual license to use such feedback for improving our services.

• Third-party integrations: Sappi connects with third-party services (e.g., Meta/WhatsApp, Facebook, Instagram, CRM systems). You are responsible for complying with the terms and policies of each third-party service you connect.
• API rate limits: The platform enforces fair-use API rate limits to ensure service quality for all Users. Exceeding rate limits may result in temporary throttling.
• Third-party availability: NovoAIGen is not responsible for disruptions, changes, or discontinuations of third-party services or APIs. We will make reasonable efforts to adapt to third-party changes but cannot guarantee uninterrupted integration functionality.

Important: Sappi's AI features, including automated replies, AI phone calls, sentiment analysis, and automated workflows, are provided as tools to assist Users. They do not constitute professional, legal, medical, or financial advice.

• The AI replies to messages and answers calls automatically, without a person reviewing each response before it is sent to Contacts. Users can turn the AI off for a channel or for all channels, pause it on an individual conversation, and pause a phone agent. Users are responsible for the information and instructions they give the AI, and for monitoring the communications it sends on their behalf.
• NovoAIGen does not guarantee the accuracy, completeness, or appropriateness of any AI-generated content.
• Users assume full responsibility for any communications sent through the platform, whether composed manually or with AI assistance.

• Uptime commitment: We use commercially reasonable efforts to maintain high availability of the Sappi platform.
• Scheduled maintenance: We may perform scheduled maintenance that could temporarily affect availability. We will provide advance notice of planned maintenance windows when possible.
• No guarantee: We do not guarantee 100% uptime or uninterrupted availability of the platform.
• Force majeure: NovoAIGen is not liable for service interruptions caused by events beyond our reasonable control, including but not limited to natural disasters, acts of war, government actions, pandemics, internet outages, or third-party service failures.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• Liability cap: NovoAIGen's total aggregate liability arising out of or related to these Terms or your use of Sappi shall not exceed the total fees paid by you to NovoAIGen during the twelve (12) months immediately preceding the event giving rise to the claim.
• Exclusion of damages: In no event shall NovoAIGen be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, regardless of the theory of liability.
• Jurisdictional limitations: Some jurisdictions do not allow the exclusion or limitation of certain damages. In such jurisdictions, our liability is limited to the maximum extent permitted by law.

You agree to indemnify, defend, and hold harmless NovoAIGen LLC, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use or misuse of the Sappi platform.
• Your violation of these Terms or any applicable law or regulation.
• Your violation of any rights of a third party, including Contacts.
• Content sent through your account, including AI-assisted communications.
• Claims brought by your Contacts or any third party in connection with your use of Sappi.

• User cancellation: You may cancel your subscription at any time through the platform settings or by contacting us. Cancellation takes effect at the end of the current billing period.
• Company termination: NovoAIGen may suspend or terminate your account if you violate these Terms, fail to pay fees, or engage in conduct that we reasonably believe is harmful to the platform, other Users, or third parties.
• Effect on data: When a subscription ends, your connected channels are disconnected and your Sappi phone numbers are released, but the data in your account is not deleted automatically. To have your account and its data deleted, send a request as described in our Privacy Policy and on our Data Deletion page. Certain data may be retained as required by law.
• Refund policy: Fees paid are generally non-refundable. Partial refunds may be issued at NovoAIGen's discretion in cases of early termination by the Company without cause.

• Governing law: These Terms are governed by and construed in accordance with the laws of the State of Georgia, USA, without regard to its conflict of law provisions.
• Mandatory arbitration: Any dispute, claim, or controversy arising out of or relating to these Terms or the use of Sappi shall be resolved through binding arbitration administered in accordance with the rules of the American Arbitration Association (AAA). The arbitration shall take place in Gwinnett County, Georgia, USA.
• Small claims exception: Either party may bring an individual action in small claims court in Gwinnett County, Georgia, for disputes within the court's jurisdictional limits.
• Class action waiver: You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.
• Mexican Users: For Users located in Mexico, additional provisions under applicable Mexican commercial law may apply to the extent they cannot be waived. In the event of a conflict between these Terms and mandatory Mexican law, the mandatory local provisions shall prevail.

We reserve the right to modify these Terms at any time. When we make material changes, we will notify you by email and/or by posting a notice on the platform at least 30 days before the changes take effect.

Your continued use of Sappi after the effective date of any modifications constitutes your acceptance of the updated Terms. If you do not agree with the revised Terms, you must discontinue your use of the platform before the changes take effect.

• Severability: If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.
• Entire agreement: These Terms, together with our Privacy Policy and any applicable Data Processing Agreement, constitute the entire agreement between you and NovoAIGen with respect to the Sappi platform and supersede all prior or contemporaneous communications and proposals, whether oral or written.
• Waiver: The failure of NovoAIGen to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

If you have questions or concerns about these Terms, please contact us:

• Company: NovoAIGen LLC
• Location: Suwanee, Georgia, USA
• Email: contact@novoaigen.com
• Website: https://novoaigen.com