Terms of service

The Service is operated by Hydrologic Electronics Trading L.L.C, a company licensed in Dubai, United Arab Emirates (“Holla”, “we”, “us”), during the current period; Holla Technologies FZ-LLC is being established and will assume operation of the Service once its licence is issued. “You” means the legal person who creates the Holla account: either a brokerage entity (kind: brokerage) or an individually licensed broker signing up on their own behalf (kind: individual_broker).

Holla replies to real-estate customer inquiries on WhatsApp, Instagram, and a web widget on your behalf; qualifies leads; proposes and books property viewings; transcribes voice notes; drafts follow-up messages; and surfaces operational metrics in a dashboard. The Service is provided as configured through your tenant’s autonomy, disclosure-mode, persona-name, first-contact-mode, business-hours, and engagement-mode settings.

We may evolve the Service over time. Material reductions in functionality will be communicated to Tenant owners by email, and where material we will give a reasonable transition window before retirement of a feature you rely on.

You agree to provide accurate information at sign-up, including:

• For brokerages: the firm’s legal name, valid Office Registration Number (ORN), license authority, address, and the broker (BRN) details of each team member you add.
• For individual brokers: your legal name, valid RERA Broker Registration Number (BRN), the WhatsApp number you intend to pair, and your spoken languages.

BRN and ORN are publicly displayed on PropertyFinder, Bayut, and dubizzle, and are validatable against RERA registries; we will treat them as proof of professional standing for routing of inquiries and for compliance with disclosure rules.

You are responsible for keeping your sign-in credentials confidential and for activity carried out under your account. Notify us promptly at security@holla.ae if you suspect compromise.

The Service operates as a Meta Tech Provider via WhatsApp Cloud API (directly or via our BSP partner Twilio) using either Coexistence or a Holla-provisioned number. By using the Service you agree to:

• Meta’s WhatsApp Business Messaging Policy and Commerce Policy as they apply to your tenant.
• Use only message templates pre-approved through the Holla compliance gate. The 24-hour-window rule on free-form messages is enforced server-side and cannot be bypassed.
• Honour customer opt-outs immediately. The keywords STOP, UNSUBSCRIBE, and إلغاء trigger an automatic opt-out; you may add further keywords through the dashboard.
• Maintain the WhatsApp Business app (not Personal) on numbers paired via Coexistence, and keep the 14-day app-open heartbeat per number so the Coexistence link does not drop.

Customer-channel replies that quote a Dubai listing must include the corresponding Trakheesi / permit number; the assistant enforces this and refuses to send replies that don’t carry the required permit. You are responsible for ensuring the listings you feed into Holla are accurate, that you hold the regulatory right to market them (Contract A), and that your tenant’s portal listings and Listings tab settings reflect the current status (available, under_offer, sold, withdrawn) in good faith.

The assistant will refuse to quote a price not present in the listing record and will hedge prices that are stale beyond your configured freshness thresholds. You agree not to override or instruct the assistant to bypass these behaviours.

Each tenant chooses a disclosure mode: always_disclose, disclose_on_direct_question, or handoff_on_direct_question. Regardless of mode, the assistant never claims to be human, never claims to be a different person than its configured persona, and never says “I’m not an AI” or equivalent. These hard guardrails are eval-gated as part of our deploy process and are not configurable.

You agree not to, and not to permit your end customers or team to:

• Use the Service to send messages that violate the advertising, financial-product, or consumer-protection laws of the United Arab Emirates or any other jurisdiction in which your end customers reside.
• Use the Service for harassment, fraud, impersonation of regulated professionals you are not, or to send unsolicited marketing in breach of opt-in requirements.
• Attempt to reverse-engineer the Service’s prompts, guardrails, or compliance gates, or to bypass the identity-disclosure rules above.
• Upload personal data without a lawful basis, or use the Service in connection with the offer of regulated services (e.g. mortgage products) you are not licensed to offer.
• Stress-test, scan, or probe the Service’s infrastructure without prior written authorisation; security research disclosures should be sent to security@holla.ae.

You retain ownership of the listings, knowledge documents, brand-voice content, team data, and end-customer conversations you bring into or generate on Holla. You grant Holla a limited licence to host, process, and transmit that data solely as needed to operate the Service for you. Data-handling obligations are governed by our Privacy notice and, for paying Tenants, by the Data Processing Agreement signed at sign-up.

Pricing is communicated at sign-up. Subscriptions renew on the cadence stated at purchase unless cancelled. Late payment may result in suspension after reasonable notice. Refund policy and trial conditions, where offered, are stated at the point of purchase and incorporated into these terms by reference.

All amounts are exclusive of VAT and other taxes that may apply by law. You are responsible for any tax other than taxes on Holla’s net income.

Either party may terminate this agreement for material breach not cured within 30 days of written notice, or immediately if a regulator suspends or revokes a licence that the Service relies on (yours or ours), or if Meta / Twilio suspends the WhatsApp number that the Service is paired with.

We may suspend access without prior notice in cases of imminent security risk, abuse of the WhatsApp platform that could jeopardise the broader BSP relationship, or non-payment beyond a reasonable cure window. Where suspension is not urgent, we will notify the Tenant owner and explain the cure path.

On termination, the Tenant may request a data export within 30 days; thereafter we will delete personal data per the Privacy notice and the DPA.

The assistant is a smart receptionist. It does not provide legal, financial, mortgage, tax, or investment advice. Output should be treated as conversational assistance to your licensed broker. You remain responsible for the regulated decisions and recommendations made to end customers under your professional licence.

We provide the Service with reasonable care and skill on a commercial-best-effort basis. To the maximum extent permitted by law, we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. The Service is not designed for use in safety-critical contexts; you should not rely on it where failure could result in personal injury or life-or-death decisions.

To the maximum extent permitted by applicable law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or goodwill, arising out of or in connection with the Service.

Our aggregate liability for any claims arising out of or related to the Service in any twelve-month period will not exceed the fees you paid to Holla for the Service in that period.

Nothing in these terms excludes liability that cannot lawfully be excluded under the applicable law of the United Arab Emirates.

You agree to indemnify and hold Holla harmless from third-party claims arising out of (a) your or your team’s breach of these terms, (b) content you upload (listings, knowledge documents, brand voice) that infringes a third party’s rights, or (c) regulatory violations attributable to your conduct rather than to Holla’s. We will indemnify you, on equivalent terms, against third-party claims that the Service as supplied by us infringes the intellectual property rights of a third party.

We will post updates here with a new “last updated” date and notify Tenant owners by email when the change is material. Continued use of the Service after a change indicates acceptance. If you disagree with a material change, terminate as set out above and request data export.

These terms are governed by the laws of the United Arab Emirates. The parties submit to the exclusive jurisdiction of the competent courts of Dubai for any dispute that cannot be resolved by good-faith negotiation within 60 days of written notice.

If any provision is found unenforceable, the remainder will stay in force. Failure to enforce a provision is not a waiver. These terms, together with the Privacy notice and any DPA / MSA signed with you, are the entire agreement between us about the Service. You may not assign this agreement without our written consent; we may assign to an affiliate or in connection with a merger or sale of substantially all of our assets.

Contract questions: legal@holla.ae. Data-handling questions: privacy@holla.ae. Security disclosures: security@holla.ae.