Terms of Service

1. Acceptance of Terms

These Terms of Service (“Terms”) govern your access to and use of the Qunzia platform, including the website at qunzia.com, associated mobile applications, and all related services (collectively, the “Platform”), operated by Qunzia LLC (“Qunzia”, “we”, “us”, or “our”).

By creating an account, accessing the Platform, or otherwise using our services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

2. Eligibility

You may use the Platform only if you:

• are at least 18 years of age;
• have full legal capacity to enter into a binding contract under applicable law;
• are not prohibited from using the Platform under the laws of Qatar or any other jurisdiction that applies to you; and
• provide accurate, current, and complete information during registration and keep it up to date.

By using the Platform you represent and warrant that you meet all of the above conditions.

3. Account Registration and Security

To access most Platform features you must create an account. You agree to:

• provide accurate and truthful registration information;
• maintain the confidentiality of your login credentials;
• notify us immediately at info@qunzia.com if you suspect unauthorised access to your account; and
• not create more than one personal account, or create an account on behalf of someone else without their express permission.

You are responsible for all activity that occurs under your account.

4. User Types

4.1 Customers

Customers are individuals who use the Platform to search for, discover, book, and review service providers. Customers may post reviews, upload photos in connection with reviews, and contact providers through the Platform's messaging and voice features.

4.2 Business Providers

Business Providers are individuals or companies that list their services on the Platform. A Business Provider may be a sole trader (an individual offering services in a personal capacity) or a registered company. By registering as a Business Provider you represent that you are legally authorised to offer the listed services and that all listing information is accurate and up to date.

5. Business Listings, Placements, and Plans

5.1 Free Listings

Business Providers may create a business listing on the Platform free of charge. You are solely responsible for the accuracy of your listing content, including business name, description, services, pricing, address, and operating hours.

5.2 Paid Placements and Plans

Business Providers may purchase promoted placements to increase the visibility of their listing in search results and category pages, and may subscribe to paid plans for additional features such as the AI receptionist. Prices are displayed at checkout and are subject to change with advance notice. Billing, renewal, and cancellation are governed by Section 13.

5.3 Listing Standards

All listings must accurately represent the business. Qunzia reserves the right to remove or suspend any listing that:

• contains false, misleading, or deceptive information;
• impersonates another business, brand, or person;
• advertises services that are illegal under Qatar law or the law of the jurisdiction where the service is offered; or
• violates these Terms or any applicable law or regulation.

5.4 Refund Policy for Promoted Placements

Payments for promoted placements are non-refundable once the placement becomes active, except where required by applicable law or at our sole discretion. No refund will be issued if your listing is removed for violating these Terms. Our full Refund Policy sets out every case in which we do refund a charge.

5.5 Listing URLs and Brand Protection

Each business listing is assigned a unique URL identifier (a “slug”). Qunzia reserves the right, at its sole discretion and without prior notice, to suspend, reassign, or change the slug of any listing where we determine that it infringes or is confusingly similar to a third party's trademark or brand name, impersonates another business, or is otherwise used in a misleading or bad-faith manner. Certain terms are reserved and cannot be used as a slug at all. Where reasonably practicable, Qunzia may redirect the previous URL to the listing's new address, but is under no obligation to do so and is not liable for any loss arising from such a change.

6. Bookings and Appointments

6.1 The Role of Qunzia

Qunzia provides the tools through which a booking is requested, confirmed, and managed. The agreement for the service itself is concluded directly between you and the Business Provider. Qunzia is not a party to that agreement, does not provide the underlying services, and does not guarantee that a Business Provider will accept, attend, or complete any booking.

6.2 Requests and Confirmation

A booking you submit is a request. It becomes an appointment only once the Business Provider approves it, or once it is confirmed automatically on their behalf under settings they control. A Business Provider may decline a request or propose a different time. Availability shown on the Platform reflects the information the Business Provider has published and may change between the moment you see it and the moment your request is processed.

6.3 Guest Bookings and Reference Codes

You may book without creating an account. In that case the booking is identified by a reference code issued to you together with the phone number you supplied. Anyone who holds both can view, reschedule, or cancel that booking, so you must keep the reference code confidential. If the phone number or email address you give matches an existing Qunzia account, the booking is linked to that account and also appears in its dashboard.

6.4 Changes, Cancellations, and No-Shows

You may cancel or request to reschedule an appointment through the Platform. Business Providers set their own cancellation, deposit, late-arrival, and no-show policies; those policies form part of your agreement with them, not with Qunzia, and any fee they charge is a matter between you and them. Qunzia may suspend booking privileges for accounts that repeatedly fail to attend appointments or that submit fake, duplicated, or abusive booking requests.

6.5 Booking Notifications

By making or receiving a booking you agree to receive service messages relating to it: confirmations, reminders, changes, and cancellations, sent by email, SMS, or a phone call placed by us or on the Business Provider's behalf. These messages are part of the service and cannot be switched off while a booking is active. Marketing messages are separate, require your consent, and can be withdrawn at any time.

7. AI Voice Agents

7.1 You May Be Speaking with an AI

Parts of the Platform are answered by an automated voice agent rather than a person: a Business Provider's Qunzia phone number, call-backs you request, and the voice features on provider profiles and our homepage. Every such conversation begins by telling you that you are speaking with an AI assistant.

7.2 Recording and Consent

These conversations are recorded, transcribed, and processed as described in Section 14 of our Privacy Policy. Continuing the conversation after the notice is how you consent to that processing. If you do not wish to be recorded, end the call or close the voice widget and contact the Business Provider through their ordinary contact details instead; nothing else on the Platform is withheld from you as a result.

7.3 Limits of Automated Conversations

AI agents can mishear, misunderstand, and make mistakes. Anything an AI agent says about availability, prices, or the scope of a service is indicative only. A booking is binding only once it appears on the Platform with a confirmed status, and the price and service details that apply are those confirmed by the Business Provider. AI agents are not an emergency service and must not be used to report an emergency or to obtain medical, legal, or financial advice.

7.4 Business Provider Responsibilities

A Business Provider that enables an AI receptionist authorises Qunzia to answer calls on its behalf and to accept bookings within the rules it configures, and remains responsible for the accuracy of the services, hours, prices, and policies it publishes, and for honouring bookings taken on its behalf. The Business Provider is responsible for complying with any law that applies to it regarding the recording of calls with its customers.

7.5 Acceptable Use of AI Features

You must not:

• place hoax bookings or use the voice features to harass, abuse, or defraud anyone;
• attempt to extract an agent's underlying instructions or cause it to act outside them;
• use the voice features for automated, bulk, or unsolicited calling; or
• use them to impersonate another person or to obtain information about a third party without their consent.

Qunzia may limit, suspend, or withdraw access to AI features at any time, including to protect the Platform, its users, or the underlying telephony and AI services.

8. AI Assistant Connectors

Qunzia publishes a connector (a Model Context Protocol server) that allows AI assistants such as ChatGPT and Claude to search the directory and make bookings on your instruction. Your conversation with the assistant is governed by that assistant provider's own terms and privacy policy, not by Qunzia; we receive only the requests the assistant sends on your behalf. Bookings made through the connector are subject to Section 6 in full. We may rate-limit, suspend, or withdraw the connector at any time.

9. User-Generated Content

9.1 Licence Grant

By submitting content to the Platform, including reviews, ratings, photos, messages, and business listing content, you grant Qunzia a worldwide, royalty-free, sublicensable, non-exclusive licence to use, reproduce, display, adapt, translate, distribute, and promote that content in connection with operating and improving the Platform. You retain ownership of your content.

9.2 Content Standards

All content you submit must:

• be honest, accurate, and based on your genuine first-hand experience;
• not be defamatory, offensive, harassing, or discriminatory;
• not contain personal information of third parties (e.g., phone numbers, addresses);
• not infringe the intellectual property rights of any third party; and
• comply with applicable law.

9.3 Responsibility for Your Content

You are solely responsible for any content you submit. Qunzia does not endorse user-submitted content and accepts no liability for it. By submitting content you represent that you have all necessary rights to grant the licence above.

10. Review Policy and Moderation

10.1 Who May Write a Review

To write a review you must be signed in and must have had a booking with that Business Provider through the Platform. You may not review a business you own, manage, or have a financial interest in, and you may review the same Business Provider at most once every 90 days.

10.2 Screening and Publication

Every submitted review passes through automated spam and abuse checks before it becomes visible. A review that passes those checks is published immediately; one that is flagged is held and published only if a Qunzia administrator approves it. Qunzia does not otherwise edit reviews.

10.3 Reporting

Any user may report a review they believe violates these Terms using the reporting function displayed on each review. Reports are assessed by Qunzia administrators.

10.4 Moderation

Following a report, a Qunzia administrator may remove a review if it is found to violate these Terms, our content standards, or applicable law. Removal decisions are made at Qunzia's sole discretion. Business Providers may not pay to have reviews removed.

10.5 Review Integrity

You must not:

• offer or accept compensation in exchange for reviews;
• submit fake or fabricated reviews;
• coordinate with others to post positive or negative reviews about any business; or
• create additional accounts or bookings for the purpose of writing further reviews.

11. Prohibited Conduct

You must not use the Platform to:

• violate any applicable law or regulation;
• impersonate any person or entity, or misrepresent your affiliation with any person or entity;
• collect, scrape, or harvest data from the Platform without our express written consent;
• use automated means to create accounts, listings, bookings, reviews, or calls;
• transmit spam, unsolicited messages, or commercial communications outside the Platform's permitted messaging system;
• interfere with or disrupt the integrity or performance of the Platform or its infrastructure;
• circumvent any security or access-control measures;
• upload or transmit viruses or other malicious code; or
• engage in any conduct that could damage the reputation of Qunzia or other users.

12. Intellectual Property

12.1 Qunzia IP

The Platform, including its design, code, trademarks, logos, and all content created by Qunzia, is the exclusive intellectual property of Qunzia LLC or its licensors. Nothing in these Terms transfers any ownership rights to you.

12.2 Feedback

If you submit ideas, suggestions, or feedback about the Platform (“Feedback”), you grant Qunzia an irrevocable, royalty-free licence to use that Feedback for any purpose without compensation to you.

13. Payments, Billing, and Renewals

13.1 Fees and Currency

Fees are charged in Qatari Riyals (QAR) unless otherwise stated at checkout. All fees are exclusive of any applicable taxes, which are your responsibility.

13.2 Payment Processing

Payments are processed by our payment service providers, MyFatoorah and Stripe, Inc., depending on the payment method you select. By providing payment details you authorise the relevant provider to charge the applicable fees on our behalf. Full card details are handled by the payment provider and are never stored on Qunzia's servers. You must ensure your payment information is accurate and up to date.

13.3 Recurring Plans

A plan billed on a recurring basis renews automatically for successive periods at the then-current price until it is cancelled. Yearly plans are paid in advance for the full period. A recurring payment authorisation may expire under the rules of the payment provider or your bank; if that happens we will ask you to authorise the next payment, and paid features may be paused until you do.

13.4 Cancellation and Failed Payments

You may cancel a recurring plan at any time through your account or by writing to us at info@qunzia.com. Cancellation takes effect at the end of the period already paid for; fees already paid are not refunded except as set out in Section 5.4 or as required by applicable law. If a payment fails, we may suspend the paid features associated with it until payment is completed.

Our Cancellation Policy sets out the cancellation steps in full, and our Refund Policy governs money already paid. Where either policy is more specific than this Section, that policy applies.

14. Third-Party Services and Links

The Platform relies on third-party services, including Clerk (authentication), MyFatoorah and Stripe (payments), Supabase (database and file storage), Twilio (telephony and SMS), ElevenLabs (AI voice), and the others listed in our Privacy Policy, and may contain links to external websites. Those services and websites are governed by their own terms and privacy policies. Qunzia is not responsible for the practices, availability, or content of any third-party service or website.

15. Disclaimers

The Platform is provided “as is” and “as available” without warranties of any kind, whether express or implied. Qunzia makes no warranty that:

• the Platform will be uninterrupted, error-free, or free of viruses or other harmful components;
• any business listing, review, or AI-generated response is accurate, complete, or reliable; or
• results obtained from using the Platform will meet your requirements.

Qunzia does not endorse, verify, or guarantee any Business Provider. You are responsible for independently verifying the credentials, licensing, and suitability of any service provider before engaging their services.

16. Limitation of Liability

To the maximum extent permitted by applicable law, Qunzia and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost data, or loss of goodwill, arising out of or in connection with:

• your use of or inability to use the Platform;
• any content submitted by users;
• any booking that is missed, declined, cancelled, or incorrectly recorded, including where an AI agent misunderstood a request; or
• any services provided by Business Providers discovered through the Platform.

Our total aggregate liability to you for any claim arising from these Terms or your use of the Platform shall not exceed the greater of (a) the amounts you paid to Qunzia in the 12 months preceding the claim, or (b) QAR 500.

17. Indemnification

You agree to indemnify, defend, and hold harmless Qunzia LLC and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• your access to or use of the Platform;
• your violation of these Terms;
• your violation of any third-party right; or
• any content you submit to the Platform.

18. Termination

18.1 By You

You may delete your account at any time through your account settings. Deletion is subject to the data-retention practices described in our Privacy Policy.

18.2 By Qunzia

We may suspend or terminate your account or access to the Platform at any time, with or without notice, if we believe you have violated these Terms or if we determine it is necessary to protect the Platform, other users, or third parties. Termination for cause does not entitle you to a refund of any fees paid.

18.3 Effect of Termination

Upon termination, the licence granted to you under these Terms is immediately revoked. Sections 9.1, 12, 15, 16, 17, 19, 20, and 21 survive termination.

19. Governing Law

These Terms are governed by and construed in accordance with the laws of the Qatar Financial Centre (QFC) and, where applicable, the laws of the State of Qatar. The English version of these Terms is the authoritative version; the Arabic version is provided for convenience only, and in the event of any conflict the English version prevails.

20. Dispute Resolution

In the event of any dispute, claim, or controversy arising out of or in connection with these Terms or the Platform, the parties agree to first attempt to resolve the matter informally by contacting us at info@qunzia.com. If the dispute is not resolved within 30 days of written notice, it shall be submitted to the exclusive jurisdiction of the QFC Court.

21. General

• Entire agreement: these Terms, together with the Privacy Policy and any terms presented at checkout, constitute the entire agreement between you and Qunzia regarding the Platform.
• Severability: if any provision is held invalid or unenforceable, the remaining provisions continue in full force.
• No waiver: our failure to enforce any provision is not a waiver of our right to enforce it later.
• Assignment: you may not assign or transfer your rights under these Terms without our written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets.
• No agency: nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Qunzia. Where an AI agent answers or places a call on a Business Provider's behalf, it does so as that provider's tool, within the settings the provider configures.
• Force majeure: neither party is liable for any failure to perform caused by events beyond its reasonable control, including outages affecting the telephony, payment, hosting, or AI services the Platform depends on.
• Notices: we give notice to you by email to the address associated with your account or by a notice on the Platform. You give notice to us at info@qunzia.com.

22. Amendments

We may update these Terms at any time. When we make material changes, we will notify you by email (to the address associated with your account) and/or by a prominent notice on the Platform at least 14 days before the changes take effect. Your continued use of the Platform after the effective date constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Platform before the effective date.

23. Contact

For questions or concerns regarding these Terms, please contact: