Terms and Conditions

These Terms govern access to and use of Telvory. This is an implementation-ready draft and not legal advice; a Saudi-qualified lawyer must review and approve the final text before publication.

1. Acceptance of these Terms

These Terms govern access to and use of Telvory, including the websites, browser applications, remote-support agents, Android application, APIs, documentation, billing features, and related services. By creating an account, accepting an invitation, starting a support session, installing an agent, or using the service, you agree to these Terms on behalf of yourself or the organization you represent.

If you use the service for an organization, you confirm that you have authority to bind that organization.

2. Definitions

• Account: a user login for the service.
• Tenant: an organization workspace in the SaaS platform.
• Tenant Administrator: a user authorized to manage tenant settings.
• Technician: a user who provides remote support.
• End User: a person receiving support.
• Device: a computer, server, mobile device, or browser session connected to the service.
• Agent: the software installed or launched on a Device.
• Session: an attended or unattended remote support connection.
• Subscription: the paid or trial plan and packages purchased by a Tenant.
• Content: files, recordings, screenshots, logs, notes, manuals, and other data processed in the service.

3. The Service

Telvory provides remote support, unattended access, device management, file transfer, chat, session recording, documentation, billing, tenant branding, and related features. Available features depend on your Subscription, Device type, operating system, Tenant policies, and applicable law.

Some features require explicit End User consent. Android and mobile device features may be limited by operating system, device manufacturer, MDM configuration, and app marketplace rules.

4. Account registration and security

You must provide accurate account and billing information. You are responsible for maintaining account security, configuring MFA where required, protecting credentials, and promptly notifying us of unauthorized use.

Tenant Administrators are responsible for user roles, permissions, device enrollment, session policies, branding, and compliance with their own internal policies.

5. Acceptable use

You must not use the service to access a device without proper authorization; deceive or coerce any person into a remote support session; commit fraud, extortion, harassment, surveillance, or unlawful activity; bypass security controls or tenant firewall policy by stealth; collect passwords or payment details from End Users outside approved workflows; upload malware or harmful code; interfere with the service or other tenants; or violate Saudi laws or other applicable laws.

We may suspend or restrict access if we reasonably suspect abuse, legal violation, security risk, payment failure, or harm to users or the platform. A fuller description is provided in the Acceptable Use Policy.

6. Remote support consent and unattended access

For attended sessions, the End User must be informed of the session and must be able to stop the session. Tenant Administrators are responsible for ensuring their Technicians obtain required consent before controlling a device, transferring files, recording a session, escalating privileges, or using background tools.

For unattended access, Tenant Administrators must ensure they have authority to enroll and access each Device. The Tenant is responsible for configuring access policies and informing users as required by law and internal policy.

7. Payments, subscriptions, and billing

Prices, plan limits, packages, taxes, and billing periods are shown during checkout or in an order form. Payments are processed through Moyasar or another approved payment provider. We do not store raw card numbers or CVV.

You authorize us and our payment provider to charge applicable fees, taxes, renewals, upgrades, packages, and overages according to your selected Subscription. If payment fails, we may retry payment, apply a grace period, restrict new sessions, suspend service, or terminate the Subscription according to the billing policy shown in the service.

8. Invoices, taxes, and e-invoicing

Invoices are issued using the billing information you provide. You are responsible for keeping billing and tax details accurate. The service is designed to support Saudi VAT and e-invoicing readiness where applicable, but final tax treatment depends on your legal entity, customer type, and applicable tax rules.

9. Free trials and promotions

Trials and promotional offers may be limited by time, features, users, devices, or usage. We may change or end a trial or promotion at any time, except where a written agreement states otherwise.

10. Tenant branding and custom domains

Tenant branding features let you upload logos, colors, email templates, and custom domains. You confirm that you have rights to the branding materials and domain names you use. We may remove or disable branding that infringes rights, misleads End Users, or creates security risk.

11. Customer content and recordings

You retain rights to your Customer Content. You grant us a limited right to process Customer Content as needed to provide, secure, support, and improve the service according to these Terms and the Privacy Policy.

Session recordings, transferred files, command outputs, and logs may contain confidential or personal data. Tenant Administrators are responsible for configuring retention, access permissions, notices, and deletion/export workflows.

12. Documentation and AI-assisted features

The Documentation tab may generate user manuals, guides, summaries, and help content from product feature manifests, screenshots, release notes, and approved AI providers. AI-generated content may require human review before publication. Do not rely on AI output as legal, security, financial, or professional advice.

13. Intellectual property

We and our licensors own the service, software, documentation, brand, and platform technology. You may not copy, modify, reverse engineer, or create derivative works except as allowed by law or a written agreement. You own your Customer Content and tenant branding materials.

14. Confidentiality

Each party must protect confidential information of the other party and use it only for the purposes of the service or agreement. Confidential information does not include information that is public, already known without confidentiality obligation, independently developed, or lawfully obtained from another source.

15. Data protection

Our processing of personal data is described in the Privacy Policy and applicable data processing terms. Tenant Administrators must ensure they have lawful basis and required notices and consents for personal data processed through remote support sessions, device enrollment, recordings, files, and integrations.

16. Service availability and support

We aim to provide reliable service but do not guarantee uninterrupted availability unless a signed SLA states otherwise. Maintenance, outages, network restrictions, third-party services, tenant firewalls, operating system limitations, and force majeure events may affect service availability.

17. Third-party services

The service may use Azure, Cloudflare, Moyasar, AI providers, email and SMS providers, and other subprocessors or integrations. Third-party services may have their own terms and availability constraints.

18. Disclaimers

The service is provided on an "as is" and "as available" basis to the maximum extent permitted by law. We do not guarantee that every network, firewall, operating system, mobile device, or security tool will allow remote support connections. We do not guarantee universal Android remote control.

19. Limitation of liability

To the maximum extent permitted by law, our total liability for claims related to the service is limited to the amount paid by the Tenant for the service during the 12 months before the event giving rise to liability. We are not liable for indirect, incidental, special, consequential, punitive, or lost-profit damages except where liability cannot be excluded by law.

20. Indemnity

You agree to indemnify us against claims arising from your unauthorized remote access, unlawful use, tenant branding, Customer Content, violation of these Terms, or violation of laws or third-party rights.

21. Suspension and termination

You may cancel according to the billing settings or order form. We may suspend or terminate access for payment failure, security risk, abuse, legal violation, or material breach. Upon termination, access to active services ends, and Customer Content is retained or deleted according to the retention policy and law.

22. Changes to the service or Terms

We may update the service and these Terms. Material changes will be notified through the service, email, or website. Continued use after the effective date means acceptance of the updated Terms, unless law requires a different process.

23. Governing law and disputes

These Terms are governed by the laws of the Kingdom of Saudi Arabia unless a signed agreement states otherwise. Disputes will be resolved by the competent courts of the Kingdom of Saudi Arabia or another venue stated in a signed agreement.

24. Contact

For support, privacy, and legal notices, use the contact addresses published on the Telvory website.