Terms of Service
Last updated: April 15, 2026
1. Agreement
These Terms of Service ("Terms") govern your access to and use of Conviva.live, operated by Lux Oasis Advisory & Services LLC ("Company", "we", "us"). By accessing or using the platform, you agree to be bound by these Terms.
If you are using Conviva.live on behalf of a business, you represent that you have the authority to bind that business to these Terms.
2. Description of Service
Conviva.live is an AI-powered guest communication platform designed for holiday homes operators. The platform enables automated guest communication via WhatsApp Business API, managed through the Chatwoot operator interface.
The service includes:
- AI-powered automated responses to guest WhatsApp messages
- Unit-specific knowledge base management
- Operator monitoring and human takeover via Chatwoot
- Escalation and handover workflows
3. Operator Responsibilities
As an operator using Conviva.live, you agree to:
- Provide accurate and up-to-date property information during onboarding.
- Ensure guests are informed that AI-assisted communication may be used.
- Monitor conversations and intervene when human attention is required.
- Comply with WhatsApp Business Policy and Meta's Platform Terms.
- Not use the platform to send spam, unsolicited messages, or any content that violates applicable laws.
- Keep your account credentials secure and confidential.
4. WhatsApp Business API Usage
Conviva.live operates via the WhatsApp Business API provided by Meta Platforms, Inc. Your use of the platform is subject to:
We reserve the right to suspend your access if your usage violates Meta's policies or puts our platform access at risk.
5. Acceptable Use
You may not use Conviva.live to:
- Send misleading, fraudulent, or deceptive messages to guests.
- Collect or misuse guest personal data beyond the scope of legitimate hospitality operations.
- Circumvent or attempt to circumvent platform security measures.
- Resell or sublicense access to the platform without written consent.
- Use the platform for any purpose that violates UAE law or applicable international regulations.
6. AI Limitations & Human Oversight
Conviva.live uses artificial intelligence to generate guest responses. While we strive for accuracy, AI responses may occasionally be incomplete or incorrect. Operators are responsible for:
- Monitoring AI responses for quality and accuracy.
- Intervening in conversations that require human judgement.
- Not relying solely on AI for critical guest communications such as safety issues, emergencies, or legal matters.
We are not liable for any damage, loss, or guest complaints arising from AI-generated responses that were not reviewed by a human operator.
7. Intellectual Property
All platform software, design, branding, and content are the intellectual property of Lux Oasis Advisory & Services LLC. You may not copy, reproduce, or distribute any part of the platform without prior written consent.
You retain ownership of the property data and operational information you provide. By uploading this data, you grant us a limited licence to use it solely for providing the service.
8. Payments & Subscription
Subscription fees, billing cycles, and payment terms are agreed separately upon onboarding. Failure to pay may result in suspension of service. All fees are non-refundable unless otherwise agreed in writing.
9. Termination
Either party may terminate the service agreement with 30 days written notice. We reserve the right to terminate access immediately in cases of material breach, violation of these Terms, or violation of WhatsApp Business Policy.
Upon termination, your data will be retained for 30 days and then permanently deleted unless a longer retention is required by law.
10. Limitation of Liability
To the maximum extent permitted by law, Lux Oasis Advisory & Services LLC shall not be liable for any indirect, incidental, or consequential damages arising from your use of the platform, including but not limited to loss of revenue, loss of guests, or reputational damage.
Our total liability to you shall not exceed the fees paid by you in the three months preceding the claim.
11. Governing Law
These Terms are governed by the laws of the United Arab Emirates. Any disputes shall be subject to the exclusive jurisdiction of the courts of the UAE.