Terms of Service

1 Definitions

For clarity throughout these Terms:

• "Client" / "You" — Any individual or business entity that engages Scale Pilot Agency for services
• "Services" — All AI automation systems, workflows, chatbots, CRM setups, and related deliverables provided by Scale Pilot Agency
• "Platform" — Third-party software tools (e.g., WhatsApp Business API, GoHighLevel, n8n, Make) used to deliver our services
• "Agreement" — The combination of these Terms and any signed Service Agreement or Proposal between you and Scale Pilot Agency

2 Scope of Services

Scale Pilot Agency provides done-for-you AI automation services, including but not limited to:

• AI Voice Agents for inbound call handling and lead qualification
• AI Chatbots for website, WhatsApp, and Instagram deployment
• Smart CRM configuration, lead management, and sales pipeline setup
• Automated follow-up sequences and appointment booking systems
• WhatsApp, Instagram, and email marketing automation
• Content automation, workflow automation, and team dashboards
• Analytics & reporting systems and AI customer support deployment

The specific scope, deliverables, and timelines for your project will be defined in a separate Service Agreement or Proposal document signed between both parties.

3 Client Responsibilities

To enable successful delivery of our services, you agree to:

• Provide accurate and complete business information required for setup
• Grant necessary access to platforms, accounts, and systems (with appropriate permissions)
• Respond to our team's requests for information within a reasonable timeframe (typically 48 hours)
• Ensure you have the legal right to share any data, brand assets, or third-party content provided to us
• Comply with all third-party platform terms of service (WhatsApp Business Policy, Meta policies, etc.)
• Designate a primary point of contact for the duration of the project
• Not use our systems for any unlawful, abusive, or spam-related activities

4 Payment Terms

All payments are governed by the following terms:

• Service fees are outlined in your individual Proposal or Service Agreement
• Monthly retainer plans are billed in advance on the 1st of each month
• One-time setup fees are due prior to commencement of work (or as specified in your agreement)
• Invoices are due within 7 days of issuance unless otherwise agreed in writing
• Late payments (beyond 14 days) may incur a 2% monthly late fee
• Services may be paused or suspended for accounts overdue by more than 21 days
• All fees are non-refundable unless covered by our Results Guarantee (Section 5)

Prices are subject to change with 30 days' written notice for existing clients on monthly plans.

5 Results Guarantee

Scale Pilot Agency offers a 30-Day Results Guarantee on eligible service packages. The guarantee works as follows:

• If you do not see measurable improvement in an agreed KPI (leads, bookings, conversions) within 30 days of your system going live, we will continue optimising at no additional charge
• If we are unable to demonstrate results within 60 days of launch, you are eligible for a full refund of your most recent monthly payment
• The guarantee applies only if the Client has fulfilled all responsibilities in Section 3 and has not made unauthorised changes to the delivered systems
• The guarantee does not apply to Enterprise custom builds, one-time projects, or cases where results are impacted by factors outside our control (market conditions, platform outages, etc.)

Guarantee claims must be submitted in writing to hello@scalepilot.ai within the guarantee period.

6 Intellectual Property

Upon full payment of all fees due:

• You own all custom content, copy, and assets specifically created for your business
• You receive a non-exclusive licence to use the automation workflows, templates, and systems we deploy for you
• Scale Pilot Agency retains ownership of underlying frameworks, methodologies, and proprietary systems used to build your solutions
• We may use anonymised results and general project descriptions for case studies and marketing, unless you request confidentiality in writing

You grant Scale Pilot Agency a limited licence to access, process, and use your business data solely for the purpose of delivering the agreed services.

7 Confidentiality

Both parties agree to maintain confidentiality of proprietary information shared during the engagement:

• We will not disclose your business data, customer lists, internal processes, or financial information to third parties
• You agree not to reverse-engineer, replicate, or disclose our proprietary automation frameworks or systems to competitors
• Confidentiality obligations survive the termination of services for a period of 2 years
• A formal Non-Disclosure Agreement (NDA) is available upon request for Enterprise clients

8 Termination

Either party may terminate the service agreement as follows:

• Monthly plans: Either party may cancel with 30 days' written notice. You retain access to delivered systems through the end of the paid period
• One-time projects: May not be cancelled once work has commenced beyond 20% completion. A cancellation fee may apply
• Immediate termination: We reserve the right to terminate immediately if you violate these Terms, engage in illegal activity, or fail to pay after 30 days
• Upon termination, you will retain full access to all delivered assets. Ongoing support and maintenance will cease

9 Limitation of Liability

Scale Pilot Agency's total liability to you for any cause of action shall not exceed the total fees paid by you to us in the 3 months preceding the claim. We are not liable for:

• Indirect, incidental, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Downtime or service interruptions caused by third-party platforms (WhatsApp, Meta, Google, etc.)
• Results that are affected by changes to third-party platform APIs, policies, or algorithms
• Actions taken by your team that modify or interfere with delivered systems without our consent

10 Prohibited Use

You agree NOT to use our services or any systems we deliver for:

• Sending unsolicited spam messages or bulk cold outreach that violates anti-spam laws
• Any illegal, fraudulent, or deceptive activities
• Violating WhatsApp Business Policy, Meta's platform policies, or any applicable third-party terms
• Collecting data without consent or in violation of privacy laws (GDPR, PDPL, etc.)
• Harassing, threatening, or abusing end-users or customers
• Misrepresenting your business, products, or services

Violation of this section may result in immediate suspension of all services without refund, and may be reported to relevant authorities.

11 Third-Party Platforms & APIs

Our services utilise third-party platforms. Please note:

• You are responsible for maintaining valid accounts and complying with terms of third-party platforms we integrate (WhatsApp Business, Meta, Google, Calendly, etc.)
• Additional platform fees (WhatsApp API charges, SMS fees, etc.) are your responsibility unless explicitly included in your plan
• Scale Pilot Agency is not responsible for third-party platform outages, policy changes, or account suspensions
• If a third-party platform discontinues a feature we rely on, we will work to provide an alternative solution at no extra charge

12 Governing Law & Disputes

These Terms are governed by the laws of the United Arab Emirates (UAE). Any disputes arising from these Terms or our services shall be resolved as follows:

• Step 1: Good-faith negotiation between both parties within 15 days of written notice of a dispute
• Step 2: If unresolved, mediation through a mutually agreed mediator within 30 days
• Step 3: Binding arbitration or litigation in the courts of Dubai, UAE

For clients outside the UAE, we will make reasonable efforts to resolve disputes through negotiation and mediation before pursuing formal legal action.

13 Modifications to Terms

We reserve the right to update these Terms at any time. When we do:

• We will update the "Last Updated" date at the top of this page
• For material changes, we will notify active clients via email at least 14 days in advance
• Your continued use of our services after changes become effective constitutes acceptance
• If you do not agree with updated Terms, you may terminate services with 30 days' notice

14 Contact & Legal Notices

All legal notices under these Terms should be sent in writing to:

• Email: legal@scalepilot.ai
• General inquiries: hello@scalepilot.ai
• Subject line: "Legal Notice — [Your Company Name]"
• Response time: Within 5 business days for legal matters