Terms of Service

Effective date: 28 July 2026
Last updated: 28 July 2026

These Terms of Service (“Terms”) govern access to and use of the UrbanHorn platform, the website at urbanhorn.io, the application at portal.urbanhorn.io, and any related APIs, channels and services (together, the “Service”).

The Service is provided by CodeLabs LLC, a limited liability company licensed by the Sharjah Media City Free Zone Authority (SHAMS) under trade licence number 2541506.01 and formation number 2541506, with its registered office at Sharjah Media City, Sharjah, United Arab Emirates, and its principal place of business at Office 7, 17th Floor, Prime Tower, Business Bay, Dubai, United Arab Emirates (“Codelabs”, “we”, “us”, “our”).

UrbanHorn is a product of Codelabs. References to “UrbanHorn” describe the Service; the contracting party is CodeLabs LLC.

By creating an account, clicking to accept, or using the Service, you agree to these Terms. If you are agreeing on behalf of a company or other organisation, you confirm you have authority to bind it, and “you” means that organisation. If you do not agree, do not use the Service.

1. Definitions#

• “Agent” means an automated assistant you configure on the Service.
• “Customer Data” means all data, documents, knowledge sources, prompts, conversations, credentials and other content you or your end users submit to, or generate through, the Service.
• “Output” means content generated by an Agent or an underlying AI model in response to input.
• “End User” means any person who interacts with your Agents (for example a customer of yours using web chat or WhatsApp).
• “AI Credit” means the prepaid usage balance included with a plan or purchased as a top-up.
• “Model Provider” means a third party whose AI models are made available through the Service.

2. The Service#

UrbanHorn is an enterprise agentic-AI orchestration platform. It allows you to configure Agents, connect your own knowledge sources and APIs, route tasks across multiple AI models, and deploy across channels including web chat, WhatsApp, an interactive avatar, and a direct API.

We may modify, improve or discontinue features. Where a change materially reduces core functionality of a paid plan, we will give you reasonable prior notice by email or in-product.

3. Accounts and eligibility#

You must be at least 18 years old and capable of forming a binding contract. You are responsible for the accuracy of your registration details, for all activity under your account, and for keeping credentials and API keys secure. Notify us promptly at talk@codelabs.ae if you suspect unauthorised access.

You are responsible for the acts and omissions of your users and End Users as if they were your own.

4. Free trial#

We may offer a free trial (currently three days). A valid payment card is required to start a trial. We do not charge that card during the trial period. Unless you cancel before the trial ends, your subscription will begin automatically on the Starter plan at the then-current price (currently USD 49 per month) and the card on file will be charged for the first billing period. We will send a reminder to your registered email address at least one day before the trial ends. You may cancel at any time during the trial at no cost. Trials are provided “as is” and may exclude certain features — the avatar channel is not included in the trial. We may modify or withdraw trials at any time. Any configuration or data created during a trial may be permanently deleted if you do not subscribe, and we are not obliged to retain it.

5. Plans, AI Credit and payment#

5.1 Prepaid model

Plans are prepaid. Each plan includes an amount of AI Credit which is drawn down as you use the Service. If your balance is exhausted, Agent activity may be paused until you top up or your next billing cycle begins.

5.2 Fees

Plan fees, included AI Credit, add-on pricing (including WhatsApp per number) and top-up denominations are as published on urbanhorn.io or agreed in an order form. We may change pricing on 30 days’ notice, effective from your next renewal.

5.3 Billing and renewal

Subscriptions renew automatically for successive periods unless cancelled before the end of the then-current period. You authorise us and our payment processor to charge your payment method for all applicable fees.

5.4 Payment processing

Card payments are handled by a third-party payment processor. We do not receive or store full payment card numbers. Your use of payment services is also subject to the processor’s terms.

5.5 Taxes

Fees are exclusive of VAT and other taxes, which will be added where applicable. You are responsible for any withholding taxes.

5.6 Refunds and expiry

Except where required by law, fees and purchased AI Credit are non-refundable and AI Credit has no cash value. Unused AI Credit does not transfer on termination. [Confirm with counsel whether credit expiry and non-refundability are enforceable in each market you sell into — consumer-protection rules may differ.]

5.7 Late payment

We may suspend the Service if fees are overdue, after giving you notice and a reasonable opportunity to pay.

6. Your data and the licence you grant us#

You own your Customer Data. We claim no ownership of it.

You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, display and process Customer Data solely to provide, secure, support and maintain the Service, and as otherwise permitted by our Privacy Policy.

We do not use your Customer Data to train foundation models for other customers. Your knowledge, conversations and tool connections are logically isolated from those of other customers.

You are responsible for having the necessary rights, consents and legal bases to submit Customer Data to the Service and to have it processed as contemplated by these Terms, including where it contains personal data of your End Users.

7. AI outputs — important limitations#

Please read this section carefully. It describes real limitations of the technology.

• AI systems are probabilistic. Output may be inaccurate, incomplete, out of date, or unsuitable for your purpose, even when grounded in your own knowledge sources.
• Identical or similar inputs may produce different Output for you and for others. Output may not be unique to you.
• Output is not professional advice. It must not be relied on as legal, medical, financial, tax, safety, employment or other regulated advice.
• You are responsible for deciding where and how to deploy Agents, for configuring escalation to humans appropriately, and for reviewing Output before relying on it in any consequential context.
• You must not use the Service to make decisions with legal or similarly significant effects on individuals without meaningful human review.
• Where required by applicable law, you are responsible for disclosing to End Users that they are interacting with an automated system.

As between you and us, and to the extent permitted by law, you are responsible for your Output and its use.

8. Acceptable use#

You must not, and must not permit anyone to, use the Service to:

• break any applicable law, regulation or third-party right;
• generate or distribute unlawful, defamatory, harassing, hateful or deceptive content, or content that sexually exploits or endangers minors;
• impersonate a person or organisation, or misrepresent an Agent as a human where prohibited;
• produce spam, bulk unsolicited messaging, or content that breaches messaging-platform policies (including WhatsApp Business policies);
• develop weapons, facilitate violence, or provide instructions for serious physical harm;
• infringe intellectual property, or submit Customer Data you have no right to submit;
• upload malware, probe or breach security, evade rate limits, or gain unauthorised access to any system or another customer’s data;
• reverse engineer, decompile, scrape, or use the Service to build a competing product, or benchmark it for public release without our written consent;
• resell or provide the Service to third parties except as expressly permitted;
• submit special-category personal data (health, biometric, political, religious and similar), payment card numbers, or government identifiers unless expressly agreed in writing with appropriate safeguards.

We may investigate suspected breaches and may suspend access where we reasonably believe there is a risk of harm, legal exposure or service disruption. Where practical we will notify you first.

9. Third-party models and services#

The Service routes requests to third-party Model Providers and integrates with third-party channels and tools you choose to connect. Those third parties operate independently and their terms and policies apply to their portion of the processing. We are not responsible for third-party services, their availability, or their outputs, and their inclusion is not an endorsement or a representation of partnership.

Model availability may change if a Model Provider alters, deprecates or restricts its service.

10. Intellectual property#

We and our licensors own the Service, including all software, models we develop, interfaces, documentation and the UrbanHorn name, logo and brand. Except for the limited right to use the Service under these Terms, no rights are granted to you.

Subject to your compliance with these Terms and to third-party rights, as between you and us we assign to you our rights in Output generated for you, to the extent such rights exist and are assignable. You acknowledge Output may not be protectable by copyright in some jurisdictions.

If you give us feedback or suggestions, we may use them without obligation to you.

11. Confidentiality#

Each party may receive non-public information of the other. The receiving party will protect it with at least reasonable care, use it only for the purposes of these Terms, and disclose it only to personnel and advisers bound by confidentiality obligations, or where legally compelled (giving notice where lawful).

12. Security#

We maintain technical and organisational measures designed to protect the Service and Customer Data, including encryption in transit, access controls, and logical separation between customers. No system is perfectly secure, and we do not warrant that the Service will be free from unauthorised access. You are responsible for securing your own credentials, API keys and connected systems.

13. Availability and support#

We aim to keep the Service available but do not commit to a specific uptime level unless stated in a separate written service level agreement. The Service may be unavailable during maintenance, or because of factors outside our control including Model Provider or channel outages. Support levels vary by plan as described on urbanhorn.io.

14. Suspension and termination#

You may cancel at any time, effective at the end of your current billing period. We may suspend or terminate for material breach not cured within 30 days of notice, for non-payment, for conduct posing legal or security risk, or if required by law. We may terminate a free trial or free plan at any time.

On termination your right to use the Service ends. We will make Customer Data available for export for 30 days after termination, after which it may be deleted in accordance with our retention practices. Sections that by nature should survive (including 6, 7, 10, 11, 15, 16, 17 and 19) survive termination.

15. Disclaimers#

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, and we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty as to the accuracy, reliability, or suitability of Output. We do not warrant that the Service will be uninterrupted, error-free, or that it will meet your requirements.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

16. Limitation of liability#

To the maximum extent permitted by law:

• neither party is liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, goodwill, business, anticipated savings, or data, however caused; and
• each party’s total aggregate liability arising out of or relating to these Terms is limited to the total fees you paid to us in the twelve (12) months immediately before the event giving rise to the claim.

These limits apply regardless of the theory of liability and even if a remedy fails of its essential purpose.

The cap in this section does not apply to: (a) your obligation to pay fees properly due; (b) either party’s breach of its confidentiality obligations under section 11; (c) your indemnity obligations under section 17; or (d) any liability that cannot lawfully be limited, including for fraud or wilful misconduct.

17. Indemnity#

You will defend and indemnify us against third-party claims arising from your Customer Data, your Output, your deployment of Agents, or your breach of these Terms or of applicable law, and for resulting damages and reasonable legal costs finally awarded or agreed in settlement.

18. Changes to these Terms#

We may update these Terms. If a change is material we will give reasonable notice, by email or in-product, before it takes effect. Continued use after the effective date constitutes acceptance. If you do not accept a material change, your remedy is to stop using the Service and cancel.

19. Governing law and disputes#

These Terms, and any non-contractual obligation arising from them, are governed by the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Sharjah, without applying conflict-of-law rules that would select another legal system.

Subject to mandatory consumer jurisdiction rules and mandatory rules allocating court jurisdiction, the competent courts of Sharjah, United Arab Emirates have exclusive jurisdiction over any dispute arising out of or in connection with these Terms. Either party may apply to any court of competent jurisdiction for interim or protective relief, for preservation of evidence, or where action is needed to avoid the expiry of a legal time limit.

The United Nations Convention on Contracts for the International Sale of Goods does not apply.

20. General#

Entire agreement. These Terms, with any order form and our Privacy Policy, are the entire agreement between us on this subject.
Assignment. You may not assign without our written consent; we may assign to an affiliate or in connection with a merger or sale of assets.
No waiver. Failure to enforce a provision is not a waiver.
Severability. If a provision is unenforceable, the rest remains in effect.
Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
Notices. We may give notice by email or in-product. Notices to us go to talk@codelabs.ae.
Independent contractors. No partnership, agency or employment relationship is created.
Export and sanctions. You confirm you are not subject to applicable sanctions and will not use the Service in breach of export-control laws.

21. Contact#

CodeLabs LLC (trade licence 2541506.01, SHAMS)
Registered office: Sharjah Media City, Sharjah, United Arab Emirates
Correspondence: Office 7, 17th Floor, Prime Tower, Business Bay, Dubai, United Arab Emirates
Email: talk@codelabs.ae  ·  Phone: +971 52 668 4165