Terms and Conditions

Version 2026-10-21, effective 21 October 2026. These Terms and Conditions ("Terms") are a binding agreement between you and ALANHAR ALKHAMSA COMPANY LTD., a company registered in the Kingdom of Saudi Arabia that operates Telvory ("Telvory", "we", "us"). Our commercial registration and VAT numbers appear on every invoice we issue.

1. Acceptance of these Terms

These Terms govern your access to and use of Telvory: our websites, the web consoles, the remote-support agents and apps, the help desk, the APIs, our documentation and related services (together, the "Service"). By creating a workspace, accepting an invitation, installing an agent, joining or running a session, or otherwise using the Service, you agree to these Terms, the Privacy Policy, the Acceptable Use Policy and the Cookie Policy, which form part of these Terms.

If you use the Service for an organisation, you confirm that you have authority to bind that organisation, and "you" means that organisation. You must be at least 18 years old and legally able to enter into contracts.

2. Definitions

• Workspace: an organisation's account on the Service, with its own users, devices, data and subscription.
• Owner and Administrator: the users who manage a workspace's settings, users, billing and policies.
• Technician or Agent user: a user who provides support through the Service.
• End User: a person who receives support, joins a session, meeting or webinar, or contacts a workspace through its help desk.
• Device: a computer, server or mobile device connected to the Service.
• Agent software: the Telvory software installed or run on a Device.
• Session: an attended or unattended remote-support connection to a Device.
• Customer Content: everything a workspace or its users and End Users put into the Service, including session recordings, transferred files, chat, notes, tickets, emails, help-centre articles and meeting or webinar recordings.
• Subscription: the plan and add-ons a workspace buys, with their limits and billing period.

3. The Service

Telvory provides remote support for attended sessions (the person at the Device takes part) and unattended access (enrolled Devices reached without someone present), with screen viewing and control, chat, file transfer, session recording, device management and an audit log. Optional add-ons include Meetings and Webinars (with recordings) and Telvory Desk (a help desk with an email channel, help centres and customer satisfaction surveys).

The features available to you depend on your Subscription, the Device's operating system and your workspace settings. We continually improve the Service and may add, change or retire features. If we remove a material paid feature during your billing period, we will tell you in advance and, where you are materially affected, offer a pro-rata credit or let you cancel.

4. Your account and workspace

You must give accurate account and billing information and keep it up to date. You are responsible for all activity in your workspace, for keeping sign-in credentials secret, for enabling multi-factor authentication where your policies or ours require it, and for telling us promptly at security@telvory.app of any unauthorised use.

Owners and Administrators decide who can use the workspace, with which roles and permissions, which Devices are enrolled, and how sessions, recordings and retention are configured.

5. Consent and authorisation for remote access

Remote access is powerful, so it must always be authorised:

• Attended sessions: the End User is shown who is connecting and can accept, decline or end the session at any time.
• Unattended access: a Device may be enrolled for unattended access only by a person with authority over that Device. Consent for unattended access is given when the Agent software is installed and can be withdrawn by uninstalling it or removing the Device from the workspace.
• Recording: when a session, meeting or webinar is recorded, participants are told. You are responsible for any additional notice or consent the law or your own policies require.

You are responsible for making sure that you and your users have the legal right and any consent needed to access each Device, to transfer files, to record, and to process the personal data involved.

6. Acceptable use

You must use the Service lawfully and in line with the Acceptable Use Policy. In particular, you must not access any Device without authorisation, run technical-support scams, use recordings or files for purposes the people involved did not agree to, send spam through the help desk or email features, or interfere with the Service or other customers. We may act under section 18 if you do.

7. Plans, prices and payment

Prices are shown in Saudi riyals (SAR). Value added tax at the applicable rate (currently 15 %) is shown separately at checkout and on every invoice. Card payments are processed by a payment provider licensed in the Kingdom of Saudi Arabia; we never see or store your full card number or security code.

Subscriptions are billed in advance for a monthly or annual period and renew automatically at the end of each period until cancelled. By subscribing, you authorise us and our payment provider to charge your saved card for each renewal, for add-ons you choose, and for any upgrade, at the prices shown when you confirm.

We may change prices for future periods. We will tell you at least 30 days before a price increase takes effect, and it applies from your next renewal; you may cancel before then.

If a payment fails, we will retry and notify the workspace's billing contacts. If payment is still outstanding after the grace period shown in the billing page, we may restrict paid features until it is settled.

8. Invoices and tax

We issue tax invoices in line with Saudi VAT and e-invoicing rules, using the billing details you provide. You are responsible for the accuracy of those details, including your organisation's name, address and VAT number. Invoices are available in the billing page of your workspace.

9. Cancellation and refunds

You can cancel a Subscription or an add-on at any time from the billing page. Cancellation takes effect at the end of the current billing period; you keep access until then, and you will not be charged again.

Payments already captured are non-refundable, including for partly used periods, except where a refund is required by law or we decide, at our discretion, to grant one. Any refund is made to the original payment method.

10. Trials and promotions

We may offer free trials or promotional prices. Their duration and limits are shown when you start them. At the end of a trial, the trial features stop unless you subscribe. We may end a trial or promotion early if it is misused.

11. Your Content

You keep all rights in your Customer Content. You grant us a limited, non-exclusive licence to host, copy, transmit and display Customer Content only as needed to provide, secure and support the Service for you, as described in these Terms and the Privacy Policy. We do not sell Customer Content and do not use it to advertise.

You are responsible for your Customer Content and for configuring how long it is kept. Workspaces can set retention for recordings, transcripts, file-transfer records, session history and audit logs, and can export or delete their data from the workspace settings.

12. Data protection

We process personal data under the Saudi Personal Data Protection Law and the other laws that apply, as described in the Privacy Policy. For personal data inside Customer Content, your workspace is the controller and we are the processor: we process it only on your documented instructions (these Terms and your settings), keep it confidential, protect it with appropriate security, use only the sub-processors listed in the Privacy Policy, help you respond to data-subject requests and incidents, notify you without undue delay of a personal data breach affecting it, and delete or return it when your workspace closes, unless the law requires us to keep it. For account, billing and security data about you, we are the controller.

13. Branding, custom domains and help centres

You may add your logo, colours, email sender details, custom domains and help-centre content. You confirm that you have the rights to everything you add and that it does not mislead End Users. We may disable branding or content that infringes rights, impersonates others or creates a security risk.

14. AI features

Some optional features use artificial intelligence, such as session summaries and the help-centre answer assistant. They are switched on by the workspace. AI output can be wrong or incomplete; review it before relying on it, and do not treat it as legal, medical, financial or security advice.

15. Intellectual property

We and our licensors own the Service, the Agent software, the documentation and the Telvory name and brand. Subject to these Terms and your Subscription, we grant you a limited, non-exclusive, non-transferable right to use the Service for your internal business purposes during your Subscription. You may not copy, resell, modify or reverse engineer the Service except where the law allows it. If you send us feedback, we may use it without obligation to you.

16. Confidentiality

Each party will protect the other's confidential information with reasonable care and use it only to perform these Terms. This does not apply to information that is public, already known without restriction, independently developed or lawfully received from someone else. A party may disclose confidential information when the law or a competent authority requires it, after notifying the other party where allowed.

17. Availability, support and third-party services

We work to keep the Service available and secure, but we do not promise that it will be uninterrupted or error-free unless a signed service-level agreement says otherwise. Planned maintenance is announced in advance where possible. Remote connections can be affected by networks, firewalls, operating-system restrictions and services outside our control.

The Service relies on third-party providers such as cloud hosting, payment processing and email delivery, listed in the Privacy Policy. Integrations you connect yourself are governed by their own terms.

18. Suspension and termination

You may stop using the Service and cancel your Subscription at any time under section 9.

We may suspend or restrict access, in whole or in part, if payment is overdue, if we reasonably believe there is a security risk or a breach of these Terms or the Acceptable Use Policy, or if the law or a competent authority requires it. Where reasonable, we will tell you first and give you a chance to fix the problem. We may terminate these Terms for a serious or repeated breach that is not fixed within 14 days of notice.

After termination, access to the Service ends. You can export your data until the end of your paid period. We then delete or anonymise Customer Content as described in the Privacy Policy, except where the law requires us to keep it.

19. Warranties and disclaimers

Each party confirms that it has the authority to enter into these Terms. We will provide the Service with reasonable skill and care. Except as stated in these Terms and to the extent the law allows, the Service is provided "as is" and "as available", without other warranties, whether express or implied.

20. Limitation of liability

To the extent the law allows, neither party is liable for indirect or consequential loss, or for loss of profits, revenue, business or goodwill. Each party's total liability arising out of these Terms in any 12-month period is limited to the amount the workspace paid us for the Service in the 12 months before the event giving rise to the claim. These limits do not apply to your payment obligations, to your indemnity under section 21, or to liability that cannot be limited by law.

21. Indemnity

You will defend and compensate us for claims, fines and reasonable costs arising from your Customer Content, from accessing a Device without authority, or from your breach of these Terms, the Acceptable Use Policy or the law.

22. Force majeure

Neither party is responsible for delay or failure caused by events beyond its reasonable control, such as natural disasters, war, government action, power or network failures, or failures of upstream providers, other than payment obligations.

23. Changes to these Terms

We may update these Terms from time to time. We will publish each new version with its version label and effective date, notify workspace owners in the console and by email, and, for material changes, give at least 30 days' notice. Workspace owners are asked to accept each new version of the Terms and the Privacy Policy. If you do not agree to a change, you may cancel before it takes effect; continued use after the effective date means you accept the new version.

24. Governing law and disputes

These Terms are governed by the laws of the Kingdom of Saudi Arabia. The parties will first try in good faith to settle any dispute within 30 days of written notice. If they cannot, the competent courts in Riyadh, Kingdom of Saudi Arabia, have exclusive jurisdiction.

25. General

These Terms, together with the documents they refer to and any signed order form, are the entire agreement between us about the Service. If a provision is found invalid, the rest remains in force. A failure to enforce a right is not a waiver. You may not transfer these Terms without our written consent; we may transfer them to a successor of our business. These Terms are published in Arabic and English; if the two versions differ, the Arabic version prevails.

26. Contact

For questions about these Terms, write to legal@telvory.app. For support, sign in to your workspace or write to support@telvory.app. Formal legal notices to us should be sent to legal@telvory.app; notices to you are sent to the workspace owner's email address.