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Terms of Service

Last updated: June 1, 2025

1. Acceptance of Terms

By accessing or using the Egytel platform, website, APIs, and related services (collectively, the "Services"), you agree to be bound by these Terms of Service ("Terms"). If you are entering into these Terms on behalf of a company or organization, you represent that you have the authority to bind that entity.

2. Description of Services

Egytel provides cloud-based communication solutions including but not limited to:

  • Cloud call center platform with IVR, routing, and recording
  • Unified messaging across WhatsApp, Instagram, Messenger, Telegram, email, and web chat
  • Cloud phone lines (VoIP) with virtual numbers
  • AI-powered voice agents with Arabic NLU
  • SMS and OTP delivery services
  • RESTful APIs for programmatic integration

3. Account Registration

To access the Services, you must create an account. You agree to:

  • Provide accurate, current, and complete registration information
  • Maintain the security of your account credentials
  • Promptly notify us of any unauthorized use of your account
  • Accept responsibility for all activities that occur under your account

4. Acceptable Use

You agree not to use the Services to:

  • Violate any applicable laws or regulations, including telecommunications laws of Egypt
  • Send unsolicited bulk messages (spam) or make robocalls without proper consent
  • Transmit harmful, fraudulent, or misleading content
  • Interfere with the integrity or performance of the Services
  • Attempt to gain unauthorized access to systems or data
  • Use the platform for illegal surveillance or harassment

We reserve the right to suspend or terminate accounts that violate these terms without prior notice.

5. Service Level Agreement

Egytel commits to a 99.8% uptime SLA for all production services. In the event of downtime exceeding this commitment, eligible customers may request service credits as specified in their subscription agreement. Scheduled maintenance windows are excluded from uptime calculations and will be communicated at least 48 hours in advance.

6. Pricing and Payment

  • Fees are based on your selected plan, number of agent seats, and usage volume
  • All prices are in Egyptian Pounds (EGP) or US Dollars (USD) as specified in your subscription
  • Invoices are issued monthly or annually as per your billing cycle
  • Payment is due within 15 days of invoice date
  • Late payments may incur a 1.5% monthly late fee
  • We reserve the right to adjust pricing with 30 days' written notice

7. Data Ownership

You retain all rights to your data, including call recordings, chat transcripts, and customer information processed through the Services. Egytel does not claim ownership over your data. We process your data solely to provide the Services and as described in our Privacy Policy.

8. Intellectual Property

The Services, including all software, documentation, branding, and proprietary technology, are owned by Egytel and protected by intellectual property laws. Your subscription grants you a limited, non-exclusive, non-transferable license to use the Services during the subscription term.

9. Limitation of Liability

To the maximum extent permitted by law, Egytel shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, arising from your use of the Services. Our total liability for any claim shall not exceed the fees paid by you in the 12 months preceding the claim.

10. Termination

Either party may terminate the subscription with 30 days' written notice. Upon termination:

  • Your access to the Services will be deactivated
  • You may export your data within 30 days of termination
  • After 30 days, your data will be permanently deleted
  • Outstanding fees remain payable

11. Governing Law

These Terms are governed by and construed in accordance with the laws of the Arab Republic of Egypt. Any disputes shall be subject to the exclusive jurisdiction of the courts of Cairo, Egypt.

12. Changes to Terms

We may modify these Terms at any time. Material changes will be communicated via email or dashboard notification at least 30 days before taking effect. Continued use of the Services after changes constitutes acceptance.

13. Contact

For questions about these Terms, contact us at:

Egytel Legal Department
Email: legal@egytelecoms.com
Address: Smart Village, Building B119, 6th of October City, Giza, Egypt