Introduction and Acceptance
These Terms of Service ("Terms") govern your access to and use of the Mention platform at mention.cx, together with our websites, applications, APIs, and related services (together, the "Service") provided by Rihlat Tawasul for Communications and Information Technology Company (شركة رحلة تواصل للاتصالات وتقنية المعلومات), a company registered in the Kingdom of Saudi Arabia under Commercial Registration No. 1009084593, Unified National Number 7041323119, with its registered office at RFHA6344, Abdullah Ibn Rashidan, Al Hamra District, Riyadh 13217, Kingdom of Saudi Arabia ("Mention", "we", "us", or "our").
By creating an account, starting a free trial, clicking "I agree", or otherwise accessing or using the Service, you ("Customer", "you", or "your") agree to be bound by these Terms. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity, and "you" refers to that entity.
If you do not agree to these Terms, you must not access or use the Service.
Definitions
- "Account" means the account you register to access the Service.
- "Authorized Users" means your employees, agents, or contractors whom you permit to use the Service under your Account.
- "Channels" means the communication channels integrated into the Service (for example live chat, email, WhatsApp Business, SMS, voice, and social messaging).
- "End User" means any individual who contacts you or interacts with you through the Service (for example your customers).
- "Customer Data" means data, content, and messages that you or your End Users submit to or that are processed through the Service.
- "Subscription" means a paid plan giving you access to the Service for a defined term.
- "Usage-Based Charges" means fees charged according to actual consumption of certain Channels or features (for example per message, per conversation, or per minute), as described in Section 6.
- "Personal Data" has the meaning given in the Saudi Personal Data Protection Law.
Eligibility and Accounts
You must be at least 18 years old and capable of forming a binding contract to use the Service. You agree to provide accurate, current, and complete information when registering and to keep it up to date.
You are responsible for safeguarding your login credentials and for all activity that occurs under your Account, whether or not authorized by you. You must notify us promptly at info@mention.cx of any unauthorized use or suspected breach of your Account.
You are responsible for your Authorized Users' compliance with these Terms.
The Service
Mention provides a unified customer-care platform that lets you receive, manage, route, and respond to customer communications across multiple Channels from a single workspace, together with related features such as a shared inbox, automation, a knowledge base / help center, reporting, and integrations.
We may update, improve, or modify the Service from time to time. We will not materially reduce the core functionality of a paid Subscription during a paid term without notice. Some features may be offered as beta or early-access functionality and are provided "as is" without warranties.
Free Trial
We may offer a 14-day free trial of the Service. The trial begins when you activate it and ends 14 days later, unless you subscribe to a paid plan before then or we notify you otherwise.
During the trial:
- You may access the trial features we make available, which may be limited compared to paid plans.
- Usage-Based Channels (see Section 6) may still incur charges during the trial where expressly indicated, or may be capped or disabled.
- At the end of the trial, your access will be suspended unless you purchase a Subscription. We may retain your Account data for 60 days after the trial ends to allow you to subscribe, after which it may be deleted.
We reserve the right to modify or discontinue trial offers and to determine your eligibility for a trial.
Fees, Subscriptions, and Usage-Based Charges
6.1 Subscription fees
After any free trial, continued use of the Service requires a paid Subscription. Subscription fees, plan inclusions, and billing frequency (monthly or annual) are set out at the point of purchase or in an order form. All fees are stated in Saudi Riyals (SAR).
6.2 Usage-Based Charges
Certain Channels and features are billed on a pay-per-usage basis in addition to your Subscription fee — for example SMS, X (Twitter), voice calls, and outbound WhatsApp messages — where third-party carrier or platform charges apply. Usage-Based Charges accrue based on your actual consumption and are measured by our systems. The applicable rates and billing method for these Channels are communicated to you at the point of purchase or in your order form. Rates may change on notice as described in Section 6.6.
6.3 Billing and payment
You authorize us (and our payment processors) to charge your designated payment method for all Subscription fees and Usage-Based Charges. Fees are due in advance for Subscriptions and as specified for usage. If a charge fails, we may retry and may suspend the Service until payment is received.
6.4 Taxes
All fees are exclusive of taxes. You are responsible for all applicable taxes, including Value Added Tax (VAT) imposed under the laws of the Kingdom of Saudi Arabia, except for taxes based on our net income. Where required, VAT will be added to your invoice at the prevailing rate.
6.5 Auto-renewal
Unless you cancel before the end of your current term, your Subscription will automatically renew for a further term of the same length at the then-current rates. You can cancel renewal at any time through your Account settings or by contacting us; cancellation takes effect at the end of the current paid term.
6.6 Price changes
We may change Subscription fees and Usage-Based rates. For Subscriptions, we will give you at least thirty (30) days' notice before changes take effect, and changes apply from your next renewal. For Usage-Based Charges, updated rates apply prospectively from the date we notify you. Continued use after the effective date constitutes acceptance.
6.7 Refunds
Except where required by applicable Saudi law, fees are non-refundable and there are no refunds or credits for partial periods, unused Channels, or Usage-Based Charges already incurred.
6.8 Non-payment
If any amount is overdue, we may suspend or terminate the Service until payment is received, without prejudice to our other rights and remedies.
6.9 Payments and SAMA
You acknowledge that the processing and transfer of funds related to the Service may be subject to the regulations of the Saudi Central Bank (SAMA) and other competent authorities, and that delays may occur as a result of such requirements.
Acceptable Use
You agree not to, and not to permit any Authorized User or End User to:
- use the Service to send spam, unsolicited marketing, or messages in violation of the Saudi Anti-Cyber Crime Law, the E-Commerce Law, telecommunications regulations (CST), or applicable consent requirements;
- upload or transmit content that is unlawful, defamatory, obscene, infringing, or that violates Saudi laws, public order, or Islamic morals;
- use the Service to harass, abuse, or harm others, or to collect personal data unlawfully;
- attempt to gain unauthorized access to the Service, interfere with its operation, or circumvent usage limits, security, or rate limits;
- reverse engineer, decompile, or attempt to derive source code, except to the extent permitted by mandatory law;
- resell, sublicense, or provide the Service to third parties except as expressly permitted; or
- use the Service to build a competing product or for benchmarking without our written consent.
You are responsible for obtaining all necessary consents from your End Users for the messages you send and the data you process through the Service, including consent required under the Personal Data Protection Law for marketing communications.
We may suspend access immediately if we reasonably believe your use violates this Section or poses a security or legal risk.
Customer Data and Ownership
As between you and us, you own all Customer Data. You grant us a non-exclusive, worldwide license to host, process, transmit, display, and otherwise use Customer Data solely as necessary to provide and support the Service, to ensure security, and as otherwise instructed by you.
You are responsible for the accuracy, quality, and legality of Customer Data and for obtaining the rights and consents necessary for us to process it.
Data Protection and Privacy
9.1 Compliance with Saudi law
We process Personal Data in accordance with the Kingdom of Saudi Arabia's Personal Data Protection Law (PDPL) (Royal Decree No. M/19, as amended) and its Implementing Regulations, overseen by the Saudi Data and Artificial Intelligence Authority (SDAIA).
9.2 Roles
With respect to Personal Data contained in Customer Data, you act as the data controller and Mention acts as a data processor processing such data on your documented instructions. With respect to account, billing, and platform-administration data, Mention acts as a controller. Each party will comply with its respective obligations under the PDPL.
9.3 Processing of Personal Data
We process Personal Data on your behalf only as necessary to provide the Service, to ensure its security, and on your documented instructions. Our security measures, use of sub-processors, handling of data-subject rights, and personal-data breach notification are described in our Privacy Policy. You are responsible for obtaining the consents and providing the notices required under the PDPL for the data you process through the Service.
9.4 Data localization and transfers
We store and process Customer Data in data centers located within the Kingdom of Saudi Arabia. Any transfer of Personal Data outside the Kingdom will be carried out only in accordance with the PDPL and SDAIA's data-transfer requirements.
9.5 Privacy Policy
Our collection and use of personal information is further described in our Privacy Policy at https://mention.cx/privacy_policy.
9.6 Security
We maintain reasonable technical and organizational measures designed to protect Customer Data against unauthorized access, loss, or disclosure. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
Third-Party Services and Channels
The Service integrates with third-party platforms and Channels (for example WhatsApp Business, SMS carriers, email providers, and social networks). Your use of those Channels is also subject to the third party's own terms and policies, and additional charges from those providers may apply (reflected in Usage-Based Charges). We are not responsible for third-party services and do not guarantee their availability.
Intellectual Property
The Service, including all software, designs, text, and trademarks (including the "Mention" name and logo), is owned by Mention or its licensors and is protected by Saudi and international intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service during your subscription term solely for your internal business purposes.
We may use aggregated and anonymized data derived from use of the Service (which does not identify you or any individual) to operate, improve, and develop the Service.
If you provide feedback or suggestions, you grant us a perpetual, royalty-free right to use them without restriction.
Suspension and Termination
12.1 By you
You may stop using the Service and cancel your Subscription at any time as described in Section 6.5. Cancellation takes effect at the end of your current paid term, and no pro-rata refund is provided except as required by law.
12.2 By us
We may suspend or terminate your Account or the Service if you materially breach these Terms (including non-payment), if required by law or a competent authority, or if your use poses a security, legal, or reputational risk. Where practicable, we will give notice and an opportunity to cure.
12.3 Effect of termination
On termination, your right to use the Service ends. You may export your Customer Data before termination or within 30 days after, after which we may delete it in accordance with our retention practices and the PDPL. Sections that by their nature should survive (including fees due, IP, confidentiality, disclaimers, liability, and governing law) survive termination.
Warranties and Disclaimers
We warrant that we will provide the Service with reasonable skill and care. Except as expressly stated in these Terms, the Service is provided "as is" and "as available", and to the maximum extent permitted by Saudi law we disclaim all other warranties, express or implied, including fitness for a particular purpose, uninterrupted or error-free operation, and that the Service will meet your requirements.
Limitation of Liability
To the maximum extent permitted by applicable Saudi law:
- Neither party is liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, goodwill, or data, arising out of or relating to these Terms or the Service.
- Our total aggregate liability arising out of or relating to these Terms or the Service will not exceed the total fees you paid to us for the Service in the [twelve (12)] months immediately preceding the event giving rise to the claim.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the laws of the Kingdom of Saudi Arabia, including liability for death or personal injury caused by negligence, or for fraud.
Indemnification
You will defend and indemnify Mention against third-party claims, damages, and costs arising from your Customer Data, your use of the Service in violation of these Terms or applicable law, or your breach of your obligations to End Users (including consent and data protection obligations).
Confidentiality
Each party may receive confidential information of the other. The receiving party will use it only to perform under these Terms, protect it with reasonable care, and not disclose it except to personnel who need to know and are bound by confidentiality obligations, or where required by law or a competent Saudi authority.
Changes to These Terms
We may update these Terms from time to time. If we make material changes, we will provide notice (for example by email or in-product notice) before they take effect. The "Last updated" date above reflects the latest version. Continued use of the Service after changes take effect constitutes acceptance. If you do not agree, you must stop using the Service.
Governing Law and Dispute Resolution
These Terms are governed by, and construed in accordance with, the laws, regulations, and statutes in force within the Kingdom of Saudi Arabia, including the principles of Islamic Sharia where applicable.
In accordance with the terms and conditions of this Agreement, any disputes shall be resolved through conciliation, negotiation, or amicable settlement. If the dispute persists, it shall be referred to the competent authorities in the Kingdom of Saudi Arabia for resolution.
General
- Entire agreement. These Terms, together with any order form and the Privacy Policy, form the entire agreement between you and us regarding the Service.
- Assignment. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets.
- Severability. If any provision is held unenforceable, the remaining provisions remain in effect.
- No waiver. Failure to enforce a provision is not a waiver of it.
- Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control.
- Electronic communications. You agree that we may communicate with you electronically, including by email to the address linked to your Account and by in-product notices. All agreements, notices, and other communications provided electronically are deemed to satisfy any legal requirement that they be in writing and constitute valid and enforceable evidence.
- Notices. Legal notices to us should be sent to legal@mention.cx, with a copy to info@mention.cx. We may give notice to you via the email associated with your Account or in-product.
- Language. These Terms are provided in English.
Contact Us
If you have questions about these Terms, contact us at: