Terms of Service

By using Altruvex SaaS products, subscribing to our software, or engaging us for a custom project, you accept these terms. These terms govern the relationship between you ('Client' or 'User') and Altruvex ('we' or 'us'). If you don't agree with any term, do not use our products or proceed with a project engagement.

These terms apply to all SaaS subscriptions and custom project engagements unless a written contract or product-specific agreement supersedes them. In the case of conflict, the signed agreement or active plan terms take precedence.

Altruvex provides two types of services:

SaaS Products

• Software products operated and hosted by Altruvex
• Subscription-based access with features defined by the selected plan
• Account management, updates, hosting, and ongoing product support
• Data export options as described in your plan or agreement

Custom Projects

• Custom website design and development
• ERP and business system design
• E-commerce platforms with payment integration
• Multilingual architecture
• Integration with local and international payment systems
• Post-launch maintenance and support (optional)

We do NOT provide:

• Template-based WordPress or Shopify builds unless explicitly scoped
• Reselling third-party software as our own product
• 24/7 emergency support (unless specified in a retainer or enterprise plan)
• Sale of personal data or use of your data to train third-party AI models

For SaaS products, scope is defined by the product description, pricing page, and selected subscription plan. This includes available features, usage limits, support level, and billing cycle.

For custom projects, scope is defined in writing during discovery and confirmed in a statement of work (SOW). Scope includes:

• Specific features, integrations, and deliverables
• Number of revisions or rounds of feedback
• Timeline and key milestones
• Acceptance criteria

Changes to custom project scope are handled as follows:

• Minor changes (within 5% effort) are included in the project
• Moderate changes (5-25% effort) require a change order and timeline adjustment
• Major changes (>25% effort) are quoted as new work or Phase 2

Any custom scope change must be documented and agreed in writing before work begins. Verbal requests are not binding.

For SaaS subscriptions:

• Fees are billed according to the selected plan (monthly, annual, or as stated at checkout)
• Subscriptions renew automatically unless cancelled before the renewal date
• Failed payments may result in suspension or downgrade after reasonable notice
• Refunds follow the policy stated on the pricing page or in your agreement

For custom projects, payment follows a milestone-based structure:

• Deposit (30-40%): Secures your build window and begins discovery
• Mid-Project (30%): Due upon completion of design approval and architecture sign-off
• Final (30%): Due upon delivery to production

General payment terms:

• Invoices are due within 7 days unless otherwise agreed
• Late payments accrue 1.5% monthly interest
• Currency: EGP for local clients, USD for international clients
• Third-party service fees (Stripe, Fawry, hosting, SMS, etc.) are billed separately when used
• Project deposits are non-refundable if you cancel after work begins

We reserve the right to pause services or work on outstanding invoices.

For SaaS products:

• Altruvex owns the platform, software, branding, and underlying infrastructure
• You receive a limited, non-exclusive license to use the product while your subscription is active and paid
• You retain ownership of the content and business data you upload or create in the product
• You may not copy, reverse engineer, resell, or white-label the SaaS platform unless explicitly permitted in writing

For custom projects:

• You own 100% of the custom source code generated under your project agreement
• You own 100% of your data in databases and storage delivered to you
• You own all custom logic and architecture we design for your business
• We retain ownership of our methodology, internal tools, and reusable components not built exclusively for your project

Custom project deliverables include:

• Complete source code in a Git repository under your control
• Full deployment documentation
• Environment variables and secrets management
• Database schema and migration history
• Architecture decision log

You may modify, deploy, and maintain custom project code as you see fit, subject to third-party license terms.

What we guarantee:

• Our SaaS products are provided with commercially reasonable uptime and support for the selected plan
• Custom project code will follow industry best practices and modern standards
• Custom systems will meet performance targets stated in the SOW where applicable
• Custom projects will be deployed and tested before handoff
• We provide 30 days of post-launch support for critical fixes on custom projects unless otherwise agreed

What we don't guarantee:

• Uninterrupted access in cases of force majeure, third-party outages, or maintenance windows
• Traffic, conversions, or sales from any website, product, or system
• Compatibility with unsupported modifications you or others make after delivery
• Protection from your own security negligence (lost credentials, weak passwords, unpatched vulnerabilities)
• Third-party service uptime (e.g., Stripe outages, Fawry downtime)

Ongoing maintenance beyond included support is your responsibility unless covered by a subscription, retainer, or maintenance agreement.

To the maximum extent allowed by law:

• Altruvex's total liability for any claim arising from this engagement is limited to the total fees paid in the 12 months preceding the claim
• We are not liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost data, or lost revenue
• These limitations apply even if we've been advised of the possibility of such damages

Exceptions (unlimited liability):

• Gross negligence or willful misconduct
• Violations of intellectual property rights
• Breach of data protection obligations (GDPR, CCPA, Egyptian law)

Either party may terminate with written notice if:

• The other party materially breaches these terms and fails to cure within 14 days of written notice
• The other party becomes insolvent or files for bankruptcy

SaaS cancellation:

• You may cancel your subscription according to the plan terms
• Access may continue until the end of the current billing period unless otherwise stated
• We may suspend or terminate accounts for non-payment, abuse, or violation of these terms
• Data export options remain available for the period stated in your plan or agreement

Custom project cancellation:

• Before work starts: Deposit is refunded, minus any costs incurred
• After work starts: Deposit is non-refundable; remaining fees are due for work completed
• If you cancel mid-project, we deliver code and documentation in its current state
• We have no obligation to complete unstarted phases

Cancellation by Altruvex:

• We may pause work or access for non-payment (after 14 days overdue where applicable)
• We may terminate for repeated scope creep beyond agreed change order limits on custom projects
• Upon termination, we deliver all work-to-date and transition in good faith where applicable

During the project, you may share:

• Business processes, workflows, and strategies
• Customer data or employee information (for system design)
• Financial or operational details

We agree to:

• Treat this information as confidential
• Not disclose it to third parties without consent
• Use it only for project delivery
• Protect it using industry-standard security (encryption, access controls)

We are NOT liable if you share:

• Passwords, API keys, or credentials (we'll never ask for these directly)
• Unencrypted sensitive data over insecure channels
• Data you don't have the right to share

After the project ends, we retain backups for 30 days for disaster recovery, then delete them. The code itself is yours forever.

If a dispute arises:

• First step: Contact hello@altruvex.com with a written description of the issue
• Negotiation period: We'll attempt to resolve within 14 days
• Escalation: If unresolved, either party may pursue mediation or arbitration

For Egyptian clients:

• Disputes will be resolved under Egyptian law
• Venue is Cairo, Egypt
• We'll attempt local mediation before litigation

For international clients:

• Disputes will be resolved under the laws of the country where Altruvex is registered (Egypt)
• You agree to binding arbitration via UNCITRAL rules
• No class actions or class arbitration

Both parties agree not to pursue legal action until good-faith negotiation has been attempted.

Entire Agreement: These terms, combined with any signed statement of work, constitute the entire agreement. Any previous discussions or agreements are superseded.

Amendments: We may update these terms by posting a new version. Continued engagement means you accept the new terms. If you disagree, terminate in writing.

Severability: If any provision is invalid, the remaining terms continue to apply.

Assignment: You may not assign your rights under this agreement without our consent. We may assign to a successor company.

Force Majeure: We are not liable for delays or failures caused by events beyond our control (government action, war, natural disaster, pandemics). We'll notify you within 48 hours and work to minimize impact.