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    Terms of Use

    Last updated: February 15, 2026

    1. Acceptance of Terms

    These Terms of Use ("Terms") constitute a legally binding agreement between you ("Customer", "you", or "your") and HookZ.ai FZ-LLC ("HookZ", "we", "us", or "our"), governing your access to and use of our software products, platforms, and services (collectively, the "Services"). By accessing, installing, or using any of our Services, you agree to be bound by these Terms.

    These Terms apply to all HookZ software products, including but not limited to: HookZ CX, HookZ Connect, HookZ Voice Edge, HookZ Meet, HookZ InfraX (including CoreX, EdgeX, and ControlX modules), and all associated APIs, SDKs, documentation, and updates.

    2. Definitions

    • "Authorized User" means any individual authorized by Customer to access and use the Services under Customer's account.
    • "Customer Data" means all data, content, and information submitted to or processed by the Services on Customer's behalf.
    • "Documentation" means the technical manuals, user guides, API references, and online help materials provided by HookZ.
    • "Order Form" means a mutually executed ordering document specifying the Services, subscription term, fees, and other commercial terms.
    • "Subscription Term" means the period during which Customer has the right to access and use the Services as specified in the applicable Order Form.

    3. End User License Agreement (EULA)

    This section constitutes the End User License Agreement applicable to all HookZ software products. By installing, copying, or otherwise using any HookZ software, you agree to the following terms.

    3.1 License Grant

    Subject to compliance with these Terms and payment of applicable fees, HookZ grants you a limited, non-exclusive, non-transferable, non-sublicensable license to access and use the applicable Services during the Subscription Term, solely for your internal business purposes and in accordance with the Documentation and applicable Order Form.

    3.2 License Restrictions

    You shall not, and shall not permit any third party to:

    • Copy, modify, adapt, translate, or create derivative works of the Services or any component thereof.
    • Reverse engineer, disassemble, decompile, or otherwise attempt to derive the source code, algorithms, or data models of the Services.
    • Rent, lease, lend, sell, sublicense, distribute, or otherwise make the Services available to any third party (except Authorized Users).
    • Remove, alter, or obscure any proprietary notices, labels, or marks on the Services.
    • Use the Services to develop a competing product or service, or for competitive benchmarking or analysis.
    • Circumvent or disable any security, authentication, or access control features of the Services.
    • Use the Services in violation of any applicable law, regulation, or third-party rights.
    • Exceed the usage limits, user counts, or capacity thresholds specified in your Order Form.

    3.3 Product-Specific Terms

    A. HookZ InfraX Platform (CoreX, EdgeX, ControlX)

    The following additional terms apply to the HookZ InfraX virtualization and infrastructure platform:

    • Hypervisor License: The HXI hypervisor is licensed per physical CPU socket. Each host running HXI requires a valid license key. Clustering and high-availability features require appropriate edition licensing.
    • VM Portability: Virtual machines created on HookZ InfraX may be exported in standard formats (OVA/OVF, QCOW2). HookZ does not guarantee compatibility with third-party hypervisors.
    • Resource Limits: Evaluation and starter licenses are limited to the number of CPU cores, RAM allocation, and VM instances specified in the Order Form. Exceeding these limits requires a license upgrade.
    • ControlX Management: The ControlX management plane is licensed separately. Multi-cluster management, policy automation, and lifecycle management features are available based on your subscription tier.
    • EdgeX Deployments: Edge node licenses are specific to the deployment location and hardware profile specified in the Order Form. Relocation requires prior written approval.
    • Updates & Patches: Critical security patches are provided for all active licenses. Feature updates and major version upgrades require an active support and subscription agreement.
    • Hardware Compatibility: HookZ InfraX is certified for use on the hardware configurations listed in our Hardware Compatibility List (HCL). Operation on non-certified hardware is not supported.

    B. HookZ CX (Contact Center as a Service)

    The following additional terms apply to HookZ CX:

    • Agent Licensing: HookZ CX is licensed on a per-named-agent or per-concurrent-agent basis as specified in your Order Form. Unauthorized sharing of agent credentials is prohibited.
    • Recording & Storage: Call recordings, screen captures, and interaction transcripts are stored in accordance with your configured retention policy. Default retention is 90 days. Extended retention is available at additional cost.
    • AI Features: AI-powered features including sentiment analysis, automatic summarization, agent assist, and predictive routing are subject to our AI Acceptable Use Policy. AI outputs are provided as recommendations and do not constitute professional advice.
    • Telephony Integration: You are responsible for procuring and maintaining your own PSTN connectivity or SIP trunking, unless provisioned through HookZ. Toll and usage charges from third-party carriers are your responsibility.
    • Compliance: You are responsible for compliance with call recording consent laws, PCI-DSS requirements for payment processing, and industry-specific regulations (HIPAA, GDPR, etc.) applicable to your use case.
    • Uptime SLA: HookZ CX is backed by a 99.95% platform availability SLA, excluding scheduled maintenance windows and force majeure events. SLA credits are applied as service credits per the terms of your Order Form.

    C. HookZ Connect (Communications Platform as a Service)

    The following additional terms apply to HookZ Connect:

    • API Usage: API access is metered based on message volume, API calls, and channel usage as specified in your plan. Rate limits apply per API endpoint. Exceeding rate limits may result in throttling or temporary suspension.
    • Messaging Compliance: You are solely responsible for obtaining proper consent from message recipients, complying with anti-spam legislation (CAN-SPAM, GDPR, PDPA, UAE Telecommunications Regulatory Authority rules), and maintaining opt-out mechanisms.
    • Channel Availability: Availability of messaging channels (SMS, WhatsApp, Viber, RCS, etc.) varies by region and is subject to carrier and platform provider policies. HookZ does not guarantee message delivery across all channels in all regions.
    • Sender Registration: You are responsible for registering sender IDs, short codes, and business profiles with the applicable carriers and platforms. HookZ will provide reasonable assistance but registration approval is at the discretion of the carriers.
    • Content Restrictions: You shall not use HookZ Connect to send unsolicited messages, phishing content, malware, or any content that violates applicable laws or our Acceptable Use Policy.
    • Webhook & Callback Security: You are responsible for securing your webhook endpoints and validating callback signatures. HookZ is not liable for data exposure resulting from misconfigured customer endpoints.

    D. HookZ Voice Edge (Session Border Controller as a Service)

    The following additional terms apply to HookZ Voice Edge:

    • Session Licensing: HookZ Voice Edge is licensed based on the number of concurrent sessions (calls). Each session represents one active call leg traversing the SBC. Exceeding the licensed session count may result in call rejection.
    • Network Requirements: You are responsible for maintaining adequate network infrastructure, including sufficient bandwidth, QoS configuration, and firewall rules to support real-time voice traffic. HookZ provides configuration guidelines but is not responsible for your network performance.
    • Interoperability: HookZ Voice Edge supports standard SIP (RFC 3261) and is tested for interoperability with major PBX systems, UC platforms, and PSTN gateways. Compatibility with specific third-party equipment is not guaranteed outside our certified interoperability list.
    • Security Features: TLS/SRTP encryption, topology hiding, SIP normalization, and fraud detection features are included. You are responsible for configuring security policies appropriate to your deployment.
    • Emergency Calling: HookZ Voice Edge is not intended as a replacement for direct PSTN connectivity for emergency services (e.g., 999, 911, 112). You are responsible for maintaining alternative emergency calling capabilities.
    • Regulatory Compliance: You are responsible for compliance with local telecommunications regulations, lawful intercept requirements, and numbering plan regulations in your jurisdiction of deployment.

    E. HookZ Meet (Video Conferencing)

    The following additional terms apply to HookZ Meet:

    • Participant Limits: Meeting capacity is determined by your subscription tier. Free-tier meetings are limited to 45 minutes and 100 participants. Enterprise plans support up to 1,000 participants and unlimited duration.
    • Recording & Transcription: Meeting recordings and AI-generated transcripts are stored in your designated region. Cloud recording storage is metered and billed per your plan. Local recording is available at no additional cost.
    • AI Meeting Features: AI-powered features (real-time transcription, meeting summaries, action item extraction, noise suppression) are provided as-is. Accuracy is not guaranteed, and AI outputs should be reviewed by participants.
    • Content Sharing: You are responsible for ensuring you have the rights to share any content presented during meetings. HookZ is not liable for intellectual property infringement by users.
    • Data Residency: Meeting data is processed in the region selected in your account settings. Cross-region data transfer may occur for participants joining from outside the designated region.
    • Integration Use: Calendar integrations, SSO, and third-party app integrations are subject to the terms and privacy policies of the respective third-party providers.

    4. Customer Responsibilities

    • Maintain the confidentiality of account credentials and restrict access to Authorized Users only.
    • Ensure all use of the Services complies with applicable laws and regulations.
    • Obtain all necessary consents for Customer Data processed through the Services.
    • Implement appropriate security measures for systems that interface with the Services.
    • Promptly notify HookZ of any unauthorized access or security breach.
    • Maintain backups of Customer Data as appropriate for your business requirements.

    5. Intellectual Property

    All right, title, and interest in and to the Services, including all intellectual property rights therein, remain with HookZ and its licensors. These Terms do not grant you any rights to HookZ's trademarks, service marks, or logos. Customer retains all rights in Customer Data.

    You grant HookZ a limited license to use Customer Data solely to provide and improve the Services. We will not use Customer Data for purposes unrelated to the Services without your consent.

    6. Fees & Payment

    • Fees are as specified in the applicable Order Form and are non-refundable except as expressly stated herein.
    • Usage-based charges (API calls, messaging volume, storage overages) are billed monthly in arrears.
    • HookZ may increase fees upon renewal with at least 60 days' prior written notice.
    • Late payments accrue interest at 1.5% per month or the maximum rate permitted by law.
    • All fees are exclusive of applicable taxes, which are your responsibility.

    7. Service Level Agreement

    HookZ provides service level commitments as specified in the applicable SLA documentation for each product. In the event of a confirmed SLA breach, your sole remedy is the receipt of service credits as described in the SLA. Service credits may not exceed 30% of the monthly fees for the affected Service.

    8. Data Protection

    HookZ processes Customer Data in accordance with our Privacy Policy and applicable Data Processing Addendum (DPA). We implement appropriate technical and organizational measures to protect Customer Data. For enterprise customers, a custom DPA is available upon request.

    9. Warranties & Disclaimers

    HookZ warrants that the Services will perform materially in accordance with the Documentation during the Subscription Term. Your exclusive remedy for breach of this warranty is, at HookZ's option, repair, replacement, or a pro-rata refund of prepaid fees for the affected period.

    EXCEPT AS EXPRESSLY SET FORTH HEREIN, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." HOOKZ DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. HOOKZ DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE.

    10. Limitation of Liability

    TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL HOOKZ'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS EXCEED THE AMOUNTS PAID BY CUSTOMER DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

    IN NO EVENT SHALL HOOKZ BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR DAMAGES FOR LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, REGARDLESS OF THE THEORY OF LIABILITY.

    11. Term & Termination

    • These Terms remain in effect for the duration of your Subscription Term and any renewal periods.
    • Either party may terminate for cause upon 30 days' written notice of a material breach, if such breach remains uncured.
    • HookZ may suspend access immediately if your use poses a security risk or violates these Terms.
    • Upon termination, your license to use the Services ceases. Customer Data will be available for export for 30 days following termination, after which it will be deleted.

    12. Indemnification

    You agree to indemnify and hold harmless HookZ from any claims, damages, losses, and expenses arising from: (a) your use of the Services in violation of these Terms; (b) your Customer Data; (c) your violation of any applicable law or third-party rights.

    13. Governing Law & Dispute Resolution

    These Terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, without regard to conflict of laws principles. Any dispute arising from these Terms shall be resolved through binding arbitration administered by the Dubai International Arbitration Centre (DIAC), conducted in English in Dubai, UAE.

    14. General Provisions

    • Entire Agreement: These Terms, together with the applicable Order Form and DPA, constitute the entire agreement between the parties.
    • Amendments: HookZ may modify these Terms with 30 days' notice. Continued use constitutes acceptance.
    • Assignment: You may not assign these Terms without HookZ's prior written consent.
    • Severability: If any provision is held unenforceable, the remaining provisions remain in full force.
    • Force Majeure: Neither party is liable for delays caused by events beyond reasonable control.
    • Notices: Legal notices to HookZ should be sent to [email protected] or to our registered address.

    15. Contact

    For questions about these Terms of Use:

    • Email: [email protected]
    • Mailing Address: HookZ.ai FZ-LLC, 6th Floor, Meydan Grand Stand, Nad Al Sheba 1, Dubai, UAE