Terms and Conditions

1. Acceptance and who these Terms apply to

In these Terms, “you” means the individual using the Services and, where that individual acts on behalf of a company, bank, insurer, government body or other organisation (a “Customer”), that organisation as well. If you accept these Terms on behalf of an organisation, you confirm that you have the authority to bind it.

These Terms should be read together with our Privacy Policy, which explains how we handle personal data.

2. Our Services

Figo AI Labs builds and operates artificial intelligence solutions for businesses. Our “Services” include:

• Platform products, including FigoChat (a multilingual, agentic conversational AI agent that resolves customer requests across WhatsApp, Instagram, Facebook, email, web and API), MailPilot, FigoHR, FigoVerify, FigoEvents and FigoLearn;
• Developer access, including our APIs, SDKs, embeddable widgets, documentation and sandbox environments;
• Professional services, including AI consulting, agentic AI solution design and deployment, and AI governance; and
• This website and its content, including the FigoChat “Ask AI” assistant, the “Talk to us” enquiry form and our newsletter.

Features, availability and pricing may differ by product, plan and region. Descriptions on this website are for general information and do not form a binding offer.

3. Order forms and customer agreements

Access to our platform products, APIs and professional services is usually provided under an order form, statement of work, master services agreement, service level agreement or data processing agreement signed between Figo AI Labs and the Customer (each a “Customer Agreement”).

If there is any conflict between these Terms and a signed Customer Agreement, the Customer Agreement prevails to the extent of the conflict. Where no Customer Agreement exists, these Terms apply in full.

4. Eligibility and accounts

You must be at least 18 years old and able to enter into a legally binding contract to use the Services. Our Services are intended for business use and are not directed at children.

Where you are given an account, dashboard access, API keys or other credentials, you must:

• provide accurate and complete information and keep it up to date;
• keep your credentials confidential and not share them outside your organisation;
• ensure that only authorised users access the Services under your account; and
• notify us promptly at hello@figolabs.ai if you suspect any unauthorised access or security incident.

You are responsible for all activity that takes place under your account and credentials.

5. Artificial intelligence and AI-generated output

Our Services use machine learning and large language models, including models provided by third parties, to generate text, responses, summaries, classifications, recommendations and actions (“Output”). Because of the nature of AI, you acknowledge that:

• Output may be inaccurate, incomplete, out of date or inappropriate, and may not be unique to you;
• Output is not legal, financial, medical, insurance, tax or other professional advice, and must not be relied on as a substitute for such advice;
• you are responsible for reviewing Output, and for putting in place appropriate human oversight, before relying on it or using it to make decisions that significantly affect individuals, such as decisions about credit, insurance cover, employment, healthcare or eligibility for public services; and
• agentic features act on the instructions, tools, permissions and data you configure, and you remain responsible for those configurations and for any actions taken within the limits you have set.

When you chat with the FigoChat assistant on this website, you are interacting with an AI system, not a human, unless you are expressly transferred to a member of our team. Please do not share passwords, card numbers, bank account details, government identification numbers or health information in the chat.

6. Acceptable use

You must not use, or allow anyone else to use, the Services to:

• break any applicable law or regulation, or infringe the rights of any person;
• send spam or unsolicited messages, or message end users through WhatsApp, Instagram, Facebook, email or any other channel without the consents that the law and the channel’s own policies require;
• impersonate any person or organisation, or deploy an AI agent in a way that misleads end users into believing they are dealing with a human;
• generate or distribute content that is unlawful, fraudulent, defamatory, harassing, hateful, sexually exploitative, or that promotes violence or self-harm;
• process special categories of personal data, or data about children, through the Services unless you have a lawful basis and it is permitted by your Customer Agreement;
• probe, scan, attack or overload our systems, bypass security, rate limits or usage restrictions, or introduce malware or malicious code;
• attempt to extract our prompts, models, weights or source code, or reverse engineer, decompile or disassemble any part of the Services, except to the extent the law expressly allows;
• use the Services or Output to build or train a competing product or service; or
• resell, sublicense or provide the Services to third parties except as permitted in a Customer Agreement.

We may investigate suspected breaches of this section and take any action we reasonably consider appropriate.

7. Your data and content

As between you and us, you retain all rights in the data, documents, knowledge bases, prompts, conversations and other content that you or your end users submit to the Services (“Customer Data”), and in the Output generated for you, subject to our rights in the underlying Services.

You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit and display Customer Data only as necessary to provide, secure, maintain and support the Services, to comply with law, and as otherwise set out in your Customer Agreement.

You are responsible for the accuracy and legality of Customer Data and for having all notices, consents and lawful bases needed for us to process it. Where we process personal data on your behalf, we do so as your data processor under the Nigeria Data Protection Act 2023 and any data processing agreement between us, and you remain the data controller.

8. Third-party channels and services

The Services may connect to channels and services operated by third parties, such as WhatsApp, Instagram and Facebook (operated by Meta), email providers, cloud platforms, payment providers, AI model providers and your own business systems. Your use of those third-party services is governed by their own terms and policies, and you are responsible for complying with them.

We are not responsible for the availability, security or behaviour of third-party services, or for any change they make that affects how the Services work with them.

9. APIs and developer access

If we give you access to our APIs, SDKs or widgets, you must use them in line with our documentation and any usage limits we set, keep your API keys and client identifiers secure, and not embed secret keys in publicly accessible code. We may monitor API usage, change or retire API versions with reasonable notice where practicable, and suspend keys that are compromised or misused.

10. Fees and payment

Fees for the Services are set out in your order form, statement of work or the pricing we give you in writing. Unless agreed otherwise:

• fees are payable in advance, in the currency stated on the invoice, within the period stated on the invoice;
• fees exclude value added tax, withholding tax and other applicable taxes, which will be charged or accounted for as required by law;
• usage-based charges, such as conversations, messages or API calls above your plan allowance, are billed in arrears; and
• fees paid are non-refundable, except where required by law or expressly stated in your Customer Agreement.

We may suspend the Services if undisputed fees remain unpaid after we have given you written notice and a reasonable time to pay.

11. Intellectual property

We and our licensors own all rights, title and interest in the Services, including our software, models, prompts, workflows, documentation, website content, and the Figo AI Labs, FigoChat, MailPilot, FigoHR, FigoVerify, FigoEvents and FigoLearn names and logos. Except for the limited right to use the Services under these Terms and any Customer Agreement, no rights are granted to you.

Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable licence to access and use the website for your own informational and business purposes.

If you send us suggestions or feedback, we may use them freely to improve our Services without any obligation to you.

12. Confidentiality

Each party may receive non-public information from the other that is marked as confidential or would reasonably be understood to be confidential. The receiving party must use that information only for the purposes of the relationship, protect it with at least reasonable care, and not disclose it except to its personnel and advisers who need to know it and are bound by similar obligations, or where disclosure is required by law.

13. Availability, changes and beta features

We work to keep the Services available and secure, but we do not guarantee that they will be uninterrupted, error-free or available at all times. Service levels, where offered, are set out only in a signed service level agreement.

We continually improve our Services and may add, change or remove features. We will not materially reduce the core functionality of a paid Service during a subscription term without notice. Features labelled “beta”, “preview” or “experimental” are provided as they are, may change or be withdrawn at any time, and are excluded from any service level commitments.

14. Suspension and termination

You may stop using the website at any time. Paid Services may be terminated in line with your Customer Agreement.

We may suspend or terminate your access to all or part of the Services, with notice where reasonably practicable, if you materially breach these Terms, if your use poses a security, legal or reputational risk to us or others, or if we are required to do so by law or by a third-party channel provider.

On termination, your right to use the Services ends. Where your Customer Agreement provides for it, we will make Customer Data available for export for a limited period before deleting it in line with our retention practices. Sections that by their nature should survive termination will survive, including those on intellectual property, confidentiality, disclaimers, limitation of liability, indemnity and governing law.

15. Disclaimers

To the fullest extent permitted by law, the Services and all Output are provided “as is” and “as available”. We disclaim all warranties, conditions and representations not expressly stated in these Terms or a Customer Agreement, whether express, implied or statutory, including any implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, accuracy and non-infringement.

16. Limitation of liability

To the fullest extent permitted by law:

• neither party is liable for any indirect, incidental, special, consequential or punitive loss, or for any loss of profits, revenue, business, goodwill or anticipated savings, however it arises; and
• our total liability arising out of or in connection with the Services and these Terms, whether in contract, tort (including negligence) or otherwise, is limited to the greater of the fees you paid to us for the relevant Service in the twelve (12) months before the event giving rise to the claim, or one hundred thousand Naira (₦100,000).

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

17. Indemnity

You agree to indemnify and hold harmless Figo AI Labs, its affiliates, officers, employees and agents against any claims, losses, liabilities, fines, costs and expenses (including reasonable legal fees) arising from your breach of these Terms, your Customer Data, or your use of the Services in breach of law or of any third party’s rights.

18. Governing law and disputes

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of the Federal Republic of Nigeria.

If a dispute arises, the parties will first try in good faith to resolve it through negotiation between senior representatives within thirty (30) days of written notice. If it is not resolved, it will be referred to and finally resolved by arbitration under the Arbitration and Mediation Act 2023 before a sole arbitrator. The seat of arbitration will be Lagos, Nigeria, and the language will be English. Nothing in this section prevents either party from seeking urgent injunctive or other interim relief from a court of competent jurisdiction.

19. Changes to these Terms

We may update these Terms from time to time to reflect changes to our Services, the law or our business. We will post the updated version on this page and change the effective date above. Where a change is material, we will take reasonable steps to notify Customers in advance, for example by email or in the product. Your continued use of the Services after a change takes effect means you accept the updated Terms.

20. General

• Entire agreement. These Terms, together with any Customer Agreement and our Privacy Policy, form the entire agreement between you and us about their subject matter.
• Assignment. You may not assign or transfer your rights under these Terms without our prior written consent. We may assign them to an affiliate or to a successor in a merger, acquisition or sale of assets.
• Force majeure. Neither party is liable for delay or failure to perform caused by events beyond its reasonable control, other than a failure to pay fees.
• Severability. If any provision is found to be invalid or unenforceable, the rest of these Terms remain in effect.
• No waiver. A failure or delay in enforcing any right is not a waiver of that right.
• Notices. We may send you notices by email to the address associated with your account or organisation. You may send notices to us at hello@figolabs.ai.

21. Contact us

If you have any questions about these Terms, please contact us:

• Figocard Limited (trading as Figo AI Labs), Lekki, Lagos, Nigeria
• Email: hello@figolabs.ai
• Phone: +234 802 145 6086