Terms & Conditions

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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.

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Services

iluxa AI provides an artificial intelligence booking and operations automation platform for UAE and GCC hospitality and wellness businesses. 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
Deposit Collection — automated payment link dispatch and booking confirmation on receipt of deposit
Appointment Reminders — automated WhatsApp reminders at 24 and 2 hours before each appointment
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. iluxa AI reserves the right to adjust pricing with a minimum of 30 days' written notice to active clients. Founding Partner clients are protected by their agreed price lock for the duration stated in their agreement.

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Founding Partner Programme

The Founding Partner Programme is offered at iluxa AI's discretion to a limited number of early adopter clients.

Setup fee waiver, complimentary first month and price lock are as stated in the individual client agreement
Benefits apply for the period specified in the agreement and do not automatically renew
Price locks protect the monthly subscription rate only — voice minute overage rates may be subject to adjustment with 30 days' notice
The programme is limited to the first five Enterprise clients; availability is at iluxa AI's sole discretion

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Payment Terms

5.1

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.

5.2

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.

5.3

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. Reinstatement following suspension may be subject to a reconnection fee.

5.4

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.

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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.

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 with Zero Data Retention enabled — inputs and outputs are not stored by Anthropic
Data is handled in full accordance with our Privacy Policy, published at iluxa.ae/privacy

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.

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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 in any 12-month period shall not exceed the total subscription fees paid by that client during the same period.

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.

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. No refund is provided for the current billing period. Access to the platform continues until the end of the notice period.

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.

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 Dubai International Financial Centre (DIFC) or, where the DIFC does not have jurisdiction, the competent 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

These terms do not constitute legal advice. iluxa AI recommends that clients seek independent legal counsel where required for their specific circumstances.