Legal · iluxa.ae
Terms &
Conditions
Important: By subscribing to or using any iluxa AI service, you confirm that you have read, understood and agree to be bound by these Terms & Conditions. If you do not agree, please do not use the platform.
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About Us
These Terms and Conditions govern your use of the iluxa AI platform and all related services provided by iLuxa AI L.L.C-FZ.
iluxa AI is operated by iLuxa AI L.L.C-FZ, a company registered in the Meydan Free Zone, Dubai, United Arab Emirates (Trade Licence No. 2648498.01), with registered address at Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE.
You can contact us at hello@iluxa.ae or +971 58 615 0200.
You can contact us at hello@iluxa.ae or +971 58 615 0200.
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Services
iluxa AI provides an AI operating system for UAE and GCC hospitality and wellness businesses, connecting customer conversations, venue operations and business intelligence. Services include:
- WhatsApp AI Booking — AI-powered handling of all inbound WhatsApp booking enquiries, available 24/7 in Arabic and English
- Voice AI Booking — AI-powered inbound call handling via dedicated UAE phone numbers
- Multi-location Routing — intelligent branch routing for multi-venue operations from a single number
- Staff & Leave Management — roster management, leave tracking and automated booking reassignment
- Bookings & Deposit Collection — the assistant checks live availability and confirms bookings, or, if you prefer, passes each booking to your team to approve first. Where a deposit is required, a payment link is issued and the booking is confirmed on receipt of payment
- Appointment Reminders — approved WhatsApp reminder templates, created and sent from your dashboard ahead of each booking
- Live Operations Dashboard — real-time booking, revenue and performance analytics across all venues
The specific features available depend on the subscription plan selected. iluxa AI reserves the right to add, modify or discontinue features with reasonable notice to clients.
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Subscription Plans
iluxa AI offers the following subscription tiers. All pricing is quoted in UAE Dirhams (AED) and billed monthly in advance unless otherwise agreed in writing.
| Plan | Included Features | Voice Minutes |
|---|---|---|
| Starter | WhatsApp AI, live dashboard | Not included |
| Pro | WhatsApp AI, Voice AI, live dashboard | 2,000 min/month included |
| Enterprise | Full platform, multi-location, bespoke configuration | As agreed in writing |
Current pricing is published at iluxa.ae. Your subscription price is fixed for the first 12 months of paid service. After that, iluxa AI may adjust pricing with a minimum of 30 days' written notice to active clients.
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Free Trial
4.1
Eligibility
iluxa AI may offer a free trial to venues that have completed a workflow review with us. Whether a trial is offered, and its scope, is at iluxa AI's discretion and will be confirmed to you in writing before it starts.
4.2
Trial Period
A free trial runs for 14 calendar days from the go-live date on your WhatsApp number. No subscription fees are charged during the trial.
4.3
Continuing After the Trial
If you do not wish to continue, give written notice to hello@iluxa.ae on or before Day 14 of the trial. If no notice is received, your subscription continues automatically as a paid monthly subscription from Day 15, and the first invoice is issued on that date. iluxa AI will remind you of the notice deadline no later than Day 10 of the trial.
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Payment Terms
5.1
Free Trial
Free trials are governed by Section 4. Subscription fees begin from the day after the trial ends, unless you have given notice under clause 4.3.
5.2
Subscription Fees
Monthly subscription fees are billed in advance on the same date each month from the go-live date. Invoices are issued to the email address on the account.
5.3
Setup Fees
Setup fees are invoiced separately and are due prior to or on commencement of configuration work. Setup fees are non-refundable once configuration has commenced.
5.4
Overdue Payments
Invoices not settled within 14 days of the due date may result in suspension of access to the platform. iluxa AI will provide written notice before suspending service.
5.5
VAT
All fees are quoted exclusive of VAT. Where iluxa AI is required to charge VAT under UAE law, this will be added to invoices at the applicable rate.
5.6
Third-Party Messaging Charges
Subscription fees cover the iluxa AI platform only. They do not include charges levied by Meta Platforms, Inc. for WhatsApp messages. Customer-initiated service conversations are generally free of charge; business-initiated messages such as booking confirmations and reminders are charged by Meta directly to your own WhatsApp Business Account at Meta’s prevailing rates. You are responsible for maintaining a valid payment method on that account.
5.7
Waived or Discounted Setup Fees
Where iluxa AI waives or discounts a setup fee as part of an offer, the amount waived will be stated in your written offer. The waiver is given on the basis that your subscription continues for its first 12 months of paid service, counted from the day paid service begins (Day 15, where there was a free trial). If the subscription ends before then, whether you end it or iluxa AI ends it under clause 12.2, the waived amount becomes payable as follows: the full waived amount if termination takes effect within the first 6 months of paid service, or half of it if termination takes effect in months 7 to 12. For example, if a setup fee of AED 1,500 was waived, AED 1,500 is payable if paid service ends in month 4, and AED 750 if it ends in month 9. This amount is invoiced on the date termination takes effect and is due within 14 days.
Nothing is payable under this clause if the subscription ends during a free trial, if you end it because of iluxa AI’s material breach of these terms, or if you end it under clause 13 because you do not accept a change to these terms. This clause applies to offers agreed on or after 1 November 2026.
Nothing is payable under this clause if the subscription ends during a free trial, if you end it because of iluxa AI’s material breach of these terms, or if you end it under clause 13 because you do not accept a change to these terms. This clause applies to offers agreed on or after 1 November 2026.
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Voice Minutes
Pro plan subscribers receive 2,000 included voice minutes per month. The following terms apply to voice minute usage.
- Usage beyond 2,000 minutes per month is billed at AED 1.25 per minute and invoiced in arrears at the end of each calendar month
- iluxa AI will notify subscribers when usage reaches 80% of the included monthly allowance
- Unused included minutes do not roll over to the following month
- Enterprise plans may have custom voice minute allocations as specified in the individual written agreement
- Additional venue locations under the Enterprise plan at AED 2,500 per month per additional venue beyond the base configuration
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Client Responsibilities
By using iluxa AI you agree to the following obligations.
7.1
Accurate Information
You will provide accurate, complete and up-to-date business information required for platform configuration, including services, pricing, staff details and business hours.
7.2
Communications Compliance
You confirm that you hold the necessary rights and permissions to connect any phone numbers, WhatsApp accounts or other communication channels to the iluxa AI platform. You agree to comply with Meta's WhatsApp Business API terms and UAE telecommunications regulations at all times.
7.3
Customer Consent
You are responsible for obtaining appropriate consent from your customers before communicating with them via iluxa AI, including consent to receive AI-generated WhatsApp messages and automated reminders.
Where Voice AI is used, the assistant tells each caller at the start of the call that they are speaking with an AI assistant and that the call is transcribed (and recorded, where call recording is switched on). You agree not to remove or disable this notice.
Where Voice AI is used, the assistant tells each caller at the start of the call that they are speaking with an AI assistant and that the call is transcribed (and recorded, where call recording is switched on). You agree not to remove or disable this notice.
7.4
Lawful Use
You will not use the platform for any unlawful purpose, to send unsolicited messages, to process data in breach of applicable privacy law, or in any way that could damage the reputation of iluxa AI or expose it to legal liability.
Note: iluxa AI operates within Meta's WhatsApp Business API framework. Misuse of the platform in violation of Meta's policies may result in restrictions on the WhatsApp number used, which is outside iluxa AI's control.
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Data & Privacy
iluxa AI processes customer data on behalf of its clients as a data processor under UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL).
- iluxa AI does not sell or share client or customer data with third parties except as required to deliver the service
- Customer booking data is stored in isolated, per-client database environments — no client can access another client's data
- AI processing is conducted via Anthropic’s Claude API. Conversation content is sent to Anthropic solely to generate replies, and is handled under Anthropic’s commercial terms, which prohibit its use to train their models
- Data is handled in full accordance with our Privacy Policy, published at iluxa.ae/privacy.html
Clients who require a formal Data Processing Agreement (DPA) should contact us at hello@iluxa.ae. Our full Privacy Policy governs how personal data is collected, used, stored and protected across the platform.
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Intellectual Property
9.1
iluxa AI Property
All software, systems, AI models, workflows, brand assets and intellectual property comprising the iluxa AI platform remain the exclusive property of iLuxa AI L.L.C-FZ. Nothing in these terms grants the client any ownership interest in iluxa AI's intellectual property.
9.2
Client Data
Client data — including booking records, staff information, service catalogues and customer details — remains the property of the client at all times. iluxa AI acts solely as a processor of that data and will return or delete it upon termination as set out in the Termination clause.
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Service Availability
iluxa AI targets a service availability of 99.5% per calendar month, excluding scheduled maintenance windows. We will provide reasonable advance notice of planned maintenance where possible.
iluxa AI is not liable for downtime caused by third-party services including but not limited to WhatsApp / Meta, Twilio, Vapi, Anthropic or internet service providers. We will communicate known third-party outages to affected clients as soon as practicable.
iluxa AI is not liable for downtime caused by third-party services including but not limited to WhatsApp / Meta, Twilio, Vapi, Anthropic or internet service providers. We will communicate known third-party outages to affected clients as soon as practicable.
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Limitation of Liability
11.1
Liability Cap
To the maximum extent permitted by UAE law, iluxa AI's total aggregate liability to any client shall not exceed the greater of (a) the total subscription fees paid by that client in the 12 months before the event giving rise to the claim, and (b) AED 5,000.
11.2
Excluded Losses
iluxa AI is not liable for any indirect, consequential, special or incidental losses, including but not limited to lost bookings, lost revenue, loss of data, or reputational damage arising from platform errors, AI inaccuracies or service interruptions.
11.3
Exceptions
Nothing in these terms limits or excludes liability for fraud, gross negligence or wilful misconduct, or any other liability that cannot be limited or excluded under UAE law.
AI Accuracy: iluxa AI uses large language model technology to handle booking conversations. Whilst we work to ensure accuracy, AI-generated responses may occasionally contain errors. We recommend that clients review their AI configuration regularly and maintain a human support channel for complex or escalated enquiries.
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Termination
12.1
Termination by Client
You may terminate your subscription at any time by providing 30 days’ written notice to hello@iluxa.ae. During a free trial, the notice period in clause 4.3 applies instead. No refund is provided for the current billing period. Access to the platform continues until the end of the notice period. If a setup fee was waived or discounted under an offer, clause 5.7 also applies.
12.2
Termination by iluxa AI
iluxa AI may terminate or suspend your account immediately upon written notice for material breach of these terms, non-payment of invoices overdue by more than 30 days, or serious misuse of the platform.
12.3
Effect of Termination
Upon termination, your access to the platform will cease at the end of the relevant notice period. Client data will be made available for export for 30 days following the termination date, after which it will be permanently and securely deleted from iluxa AI's systems.
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Modifications to Terms
iluxa AI reserves the right to update these Terms and Conditions from time to time. We will notify clients of material changes with a minimum of 30 days' notice via email to the address on the account. The updated terms will be published at iluxa.ae/terms.html.
Continued use of the platform after the effective date of any changes constitutes acceptance of the updated terms. If you do not accept the updated terms, you may terminate your subscription in accordance with clause 12.1.
Continued use of the platform after the effective date of any changes constitutes acceptance of the updated terms. If you do not accept the updated terms, you may terminate your subscription in accordance with clause 12.1.
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Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the United Arab Emirates. Any disputes arising from or in connection with these terms that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of the Emirate of Dubai.
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Contact
For any questions regarding these Terms and Conditions, please contact us using the details below.
Legal Contact
iLuxa AI L.L.C-FZ
Email: hello@iluxa.ae
Phone: +971 58 615 0200
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: iluxa.ae
Phone: +971 58 615 0200
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: iluxa.ae
These terms do not constitute legal advice. iluxa AI recommends that clients seek independent legal counsel where required for their specific circumstances.