1. Agreement to Terms

These Terms of Service ("Terms") govern your use of the Lynxbe Platform mobile application (iOS and Android), web application, and all related services (collectively, the "Platform" or "Services") provided by Lynxbe Ltd ("we", "us", "our"), an Israeli software company.

By downloading, installing, accessing, or using the Lynxbe Platform, you agree to be bound by these Terms. If you are using the Platform on behalf of an organization, you represent and warrant that you have the authority to bind that organization.

2. Platform Description

The Lynxbe Platform is a unified business operations platform where every capability is interconnected. No feature exists in isolation — communications feed CRM, CRM feeds analytics, analytics feed automation, and compliance governs all.

2.1 Integrated Systems

System	Capabilities
Communication Channels	WhatsApp Business API, SMS, Voice (VoIP/PSTN), Email, Social Media — unified inbox
CRM	Customer management, deal pipelines, CRM templates, CRM automations, contact enrichment
Team Management	Roles, granular permissions (168+ configurable), team visibility scoping, user management
Analytics & Reporting	Business dashboards, conversion tracking, performance reports, custom report generation
Automation	Workflow builder, triggers, scheduled actions, webhook events, flow automation
AI Enrichment	Smart routing, message suggestions, call intelligence, analytics insights
Voice Administration	IVR flow builder, call queues, recordings, SIP/FreeSWITCH management, Sonic Studio
Compliance Engine	GDPR & HIPAA compliance, consent management, data classification, automated audit trails
Notification Engine	In-app, push, email, WhatsApp, and SMS notification orchestration
Booking & Services	Appointment scheduling, service catalog, availability management
Invoicing & Payments	Invoice generation, payment tracking, financial reporting
HR & Workforce	Employee management, time tracking, attendance, shift management

2.2 Platform Philosophy

The Lynxbe Platform is not a CRM, a voice system, a WhatsApp tool, or an automation builder in isolation. It is a unified operational platform where every capability feeds every other system. You acknowledge that disabling or limiting one system may affect the functionality of interconnected systems.

3. Account & Access

3.1 Account Creation

To use the Lynxbe Platform, you must create an account or be invited by a business administrator. You agree to:

• Provide accurate, current, and complete registration information
• Maintain and update your account information
• Keep your credentials confidential and not share them with any third party
• Accept responsibility for all activity that occurs under your account

3.2 Business Accounts & Multi-User Access

Business accounts are managed by designated administrators who control:

• User access: Inviting, activating, and deactivating users
• Permissions: Configuring granular menu visibility, business module access, and feature-level permissions
• Team structure: Creating teams, assigning managers, and defining visibility scopes
• Channel configuration: Connecting and managing WhatsApp, SMS, Voice, and Email accounts
• Compliance settings: Configuring data retention, consent policies, and HIPAA/GDPR options

3.3 Account Security

You must immediately notify us of any unauthorized use of your account at security@lynxbe.co.il. We are not liable for any loss resulting from unauthorized access to your account that you failed to report promptly.

3.4 Age Requirement

The Lynxbe Platform is a B2B business tool. You must be at least 18 years old to create an account or use the Platform.

4. Multi-Tenant Architecture

The Lynxbe Platform operates as a multi-tenant system. By using the Platform, you acknowledge and agree to the following:

• Data isolation: Your organization's data is logically isolated from other organizations at the database level. Every query is filtered by business identifier.
• Shared infrastructure: While data is isolated, the Platform runs on shared cloud infrastructure (AWS). We implement strict isolation controls at the application, API, and database layers.
• Administrator responsibility: Business administrators are responsible for properly configuring access controls, permissions, and team visibility within their workspace.
• Cross-tenant prohibition: You must not attempt to access, view, or modify data belonging to other organizations. Any such attempt is a violation of these Terms and may result in immediate termination.

5. Communication Channel Terms

5.1 WhatsApp Business API

Use of WhatsApp through the Lynxbe Platform is subject to Meta's WhatsApp Business Terms and Commerce Policy. You agree to:

• Obtain proper opt-in consent from recipients before sending messages
• Use only approved message templates for initiating conversations
• Not send spam, promotional content to non-opted-in users, or violate WhatsApp messaging policies
• Maintain a valid WhatsApp Business Account and comply with Meta's verification requirements
• Accept that message delivery depends on Meta's infrastructure and is outside our control

5.2 SMS Messaging

SMS services are subject to applicable telecommunications regulations in your jurisdiction. You must:

• Comply with CAN-SPAM, TCPA (US), GDPR (EU), and all applicable anti-spam laws
• Obtain express written consent before sending marketing or promotional SMS messages
• Include opt-out mechanisms in marketing messages
• Not use SMS services for harassment, fraud, or illegal purposes

5.3 Voice & Telephony (VoIP)

Voice services provided through the Platform (VoIP, SIP, FreeSWITCH) are subject to:

• Applicable telecommunications laws and regulations in your jurisdiction
• Call recording consent requirements — you must comply with one-party or two-party consent laws applicable in your area
• IVR (Interactive Voice Response) configurations must not mislead callers
• Emergency services (911/112) are not available through VoIP features. You must maintain alternative means of reaching emergency services.

5.4 Email

Email services must comply with CAN-SPAM, GDPR, CASL, and other applicable email regulations. You must provide recipients with a way to unsubscribe from marketing communications within every marketing email.

5.5 Social Media Integration

Social media integrations are subject to the terms of service of each respective platform (Facebook, Instagram, etc.). You are responsible for compliance with their policies.

6. CRM & Customer Data

6.1 Customer Data Responsibility

When you use the Lynxbe CRM features to manage customer information, you are the data controller (under GDPR) for that customer data. You are responsible for:

• Obtaining proper legal basis for collecting and processing customer data
• Providing privacy notices to your customers about how their data is processed
• Honoring data subject rights requests from your customers
• Configuring appropriate data retention policies for customer records

6.2 CRM Automations & Templates

CRM automations and templates you create within the Platform are your responsibility. You must ensure that automated communications comply with applicable laws and regulations, including consent requirements.

6.3 Data Import & Export

You may import and export customer data through the Platform. You agree to only import data for which you have proper legal authority. Exported data remains subject to applicable data protection laws.

7. Automation & AI Features

7.1 Workflow Automation

The Platform provides workflow automation capabilities including triggers, scheduled actions, and webhook events. You are responsible for:

• Properly configuring automation flows to avoid unintended actions
• Testing automations before deploying them to production
• Monitoring automation execution for errors or unexpected behavior
• Ensuring automated communications comply with applicable laws

7.2 AI-Powered Features

The Platform offers optional AI-powered features that must be explicitly enabled by a business administrator:

AI Feature	Description	Data Used
Smart message suggestions	AI-assisted reply recommendations	Conversation context (anonymized)
Call intelligence	Transcription, sentiment analysis, key topics	Call audio (when recording enabled)
Analytics insights	AI-generated business performance summaries	Aggregated business metrics
Smart routing	Automated conversation assignment	Conversation content analysis
AI Optimizer	Voice system optimization recommendations	Call patterns and metrics

7.3 AI Terms & Limitations

• AI features provide recommendations only — they do not make autonomous decisions with legal or significant effects
• AI processing uses anonymized and/or redacted data where possible
• PHI (HIPAA-protected) and special category data (GDPR) is automatically excluded from AI processing
• We use third-party AI providers (including OpenAI) — data sent to AI providers is subject to their data processing agreements and is not used to train their models
• We do not guarantee the accuracy, completeness, or reliability of AI-generated content. You are responsible for reviewing AI outputs before acting on them.
• AI features may be modified, improved, or discontinued as technology evolves

8. Voice & Telephony Services

8.1 VoIP & SIP Services

The Platform provides Voice over IP (VoIP) and SIP-based telephony services. By using these services, you acknowledge:

• VoIP call quality depends on your internet connection and is not guaranteed
• VoIP services are not a replacement for traditional telephone services
• Emergency services (911/112) are not supported through the Platform's VoIP features
• Phone numbers provided through the Platform may be subject to number portability regulations

8.2 Call Recording

The Platform supports call recording functionality. If you enable call recording:

• You are solely responsible for complying with all applicable call recording laws in your jurisdiction
• You must inform call participants that the call is being recorded, where legally required
• Recordings are stored encrypted in compliance with our security standards
• Recordings are subject to your organization's data retention policy

8.3 IVR Flow Builder

The IVR (Interactive Voice Response) flow builder allows you to create automated call routing. You agree that IVR configurations must not mislead callers, must comply with applicable telecommunications regulations, and must provide callers with the option to reach a human agent where required by law.

9. Acceptable Use Policy

You agree to use the Platform only for lawful purposes and in accordance with these Terms. You must not:

9.1 Prohibited Activities

• Send spam, unsolicited messages, or violate anti-spam laws through any channel
• Send messages that are abusive, threatening, defamatory, discriminatory, or illegal
• Attempt to gain unauthorized access to other users' accounts, data, or other businesses' workspaces
• Attempt to circumvent multi-tenant data isolation or access cross-tenant data
• Interfere with or disrupt the Platform, servers, networks, or other users' access
• Reverse engineer, decompile, disassemble, or attempt to derive the source code of the Platform
• Use the Platform to store or transmit malicious code, viruses, or harmful content
• Violate WhatsApp's, Meta's, or any connected third-party platform's terms of service
• Use automated tools, bots, or scrapers to access the Platform without written permission
• Use the Platform for any activity that violates applicable laws, regulations, or industry standards
• Share, resell, or sublicense access to the Platform without our written consent
• Use the Platform in any manner that could damage, disable, overburden, or impair the service

9.2 Content Responsibility

You are solely responsible for all content you create, send, store, or process through the Platform, including messages, media files, CRM data, automation configurations, and templates. We do not pre-screen content but reserve the right to remove content that violates these Terms.

9.3 Compliance with Channel Policies

You must comply with the acceptable use policies and terms of service of all connected communication channels (WhatsApp, SMS providers, email services, voice providers). Violation of channel policies may result in suspension of the affected channel integration.

10. Subscription & Payments

10.1 Plans & Pricing

The Lynxbe Platform is offered under various subscription plans. Pricing details are available upon request or through our sales team. We reserve the right to modify pricing with 30 days' advance written notice.

10.2 Payment Terms

• Subscription fees are billed in advance on a monthly or annual basis
• All fees are quoted in the currency specified in your subscription agreement
• Payments are processed through secure third-party payment processors
• Late payments may incur interest charges as specified in your subscription agreement
• We may suspend access for accounts with overdue payments exceeding 15 days
• You are responsible for all applicable taxes, duties, and government levies

10.3 Usage-Based Charges

Certain Platform features may incur usage-based charges in addition to your subscription fee:

Feature	Billing Basis
WhatsApp messages (beyond included quota)	Per message / per conversation
SMS messages	Per message segment
Voice calls	Per minute
Phone numbers	Per number / per month
AI features (advanced usage)	Per API call / per token
Storage (beyond included quota)	Per GB / per month

10.4 Free Trial

We may offer free trial periods. At the end of the trial, your account will be converted to a paid subscription or limited to free-tier features, as communicated during the trial period.

10.5 Refunds

All fees are non-refundable except as required by applicable law or as explicitly stated in your subscription agreement. Prepaid annual subscriptions may be eligible for pro-rated refunds if terminated within the first 30 days.

11. Data Ownership & Intellectual Property

11.1 Your Data

You retain all rights, title, and interest in your business data, customer data, content, communications, and files uploaded to the Platform ("Your Data"). We do not claim ownership of Your Data. You grant us a limited, non-exclusive license to use Your Data solely to:

• Provide, operate, and maintain the Platform services
• Generate aggregated, anonymized analytics (which cannot identify you or your customers)
• Improve the Platform's features and performance
• Comply with our legal obligations

11.2 Platform Intellectual Property

The Lynxbe Platform, including its software, design, architecture, features, documentation, APIs, branding, and all related intellectual property, is the exclusive property of Lynxbe Ltd. You may not:

• Copy, modify, distribute, or create derivative works of the Platform
• Use our trademarks, logos, or branding without written permission
• Reverse engineer, decompile, or disassemble any part of the Platform
• Remove, alter, or obscure any proprietary notices or labels

11.3 Feedback

If you provide us with feedback, suggestions, or ideas about the Platform, we may use them to improve the service without any obligation to compensate you. Feedback becomes our property and may be used freely.

11.4 Open Source

The Platform may incorporate open-source software components. Such components are subject to their respective open-source licenses, which are available upon request.

12. HIPAA Compliance Terms

12.1 Business Associate Agreement (BAA)

• If you are a HIPAA Covered Entity or Business Associate, you must execute a Business Associate Agreement (BAA) with Lynxbe Ltd before processing any PHI through the Platform
• Contact compliance@lynxbe.co.il to request a BAA
• Without an executed BAA, you must not upload, transmit, or store PHI on the Platform

12.2 Your HIPAA Obligations

As the Covered Entity, you are responsible for:

• Determining which data constitutes PHI within your use of the Platform
• Configuring appropriate access controls, permissions, and team visibility for PHI
• Obtaining patient authorization for disclosures where required
• Implementing the minimum necessary standard for PHI access
• Training your workforce on HIPAA requirements when using the Platform
• Reporting any suspected breaches to us promptly

12.3 Our HIPAA Commitments

As a Business Associate, we commit to:

• Implementing administrative, technical, and physical safeguards for PHI
• Encrypting PHI at rest (AES-256) and in transit (TLS 1.2+)
• Maintaining complete audit trails of all PHI access
• Reporting breaches of unsecured PHI within 60 days of discovery
• Ensuring our sub-processors sign appropriate BAAs
• Returning or destroying PHI upon termination of the agreement
• Making our records and practices available for compliance audits

12.4 PHI Exclusions

PHI is automatically excluded from:

• AI and machine learning processing
• Aggregated analytics (unless explicitly de-identified per HIPAA Safe Harbor method)
• Third-party integrations not covered by BAAs
• Platform improvement and benchmarking activities

13. GDPR Compliance Terms

13.1 Data Processing Roles

Scenario	Your Role	Our Role
Your customer data processed via CRM, messaging, etc.	Data Controller	Data Processor
Your employee/user account data	Data Controller	Data Processor
Platform analytics and improvement	—	Data Controller (anonymized data only)
Security and compliance monitoring	—	Data Controller (legitimate interest)

13.2 Data Processing Agreement

Our provision of the Platform constitutes data processing on your behalf. The terms in this section, together with our Privacy Policy, serve as the Data Processing Agreement (DPA) under GDPR Article 28. A separate DPA document is available upon request.

13.3 Our Obligations as Processor

• Process personal data only on your documented instructions
• Ensure personnel processing data are bound by confidentiality obligations
• Implement appropriate technical and organizational security measures
• Assist you in responding to data subject rights requests
• Assist with Data Protection Impact Assessments when required
• Notify you without undue delay upon becoming aware of a personal data breach
• Delete or return all personal data upon termination (at your choice)
• Maintain a list of sub-processors and notify you of changes with 30 days' advance notice

13.4 International Transfers

Your data is primarily hosted in the European Union (AWS eu-central-1, Frankfurt). Where data is transferred outside the EEA (e.g., to US-based AI providers), we rely on Standard Contractual Clauses (SCCs) and supplementary technical measures to ensure adequate protection.

13.5 Your Obligations as Controller

As the data controller, you are responsible for ensuring that your use of the Platform complies with GDPR, including providing privacy notices to data subjects, establishing a legal basis for processing, and honoring data subject rights.

14. Service Availability & SLA

14.1 Uptime Commitment

We strive to maintain high availability of the Platform. Specific uptime commitments (if applicable) are detailed in your subscription agreement or Service Level Agreement (SLA).

14.2 Scheduled Maintenance

We may perform scheduled maintenance that temporarily affects service availability. We will provide advance notice of scheduled maintenance via in-app notification and/or email to account administrators.

14.3 Third-Party Dependencies

The Platform depends on third-party services (AWS, Meta/WhatsApp, SMS providers, VoIP providers). Outages or disruptions in these services are outside our control. We will communicate known third-party outages and work to restore service as quickly as possible.

14.4 Service Modifications

We may modify, update, or discontinue features of the Platform at any time to improve the service. Material changes that reduce functionality will be communicated to users with reasonable advance notice.

15. Security Obligations

15.1 Our Security Measures

• Encryption in transit: All data transmitted over TLS 1.2+ (HTTPS)
• Encryption at rest: AES-256 encryption for databases, storage, and backups
• Credential protection: OAuth tokens, API keys, and secrets encrypted with AES-256-GCM
• Password hashing: bcrypt with 12+ salt rounds
• Access controls: JWT-based authentication, role-based permissions, multi-tenant isolation
• Infrastructure: AWS VPC, WAF, DDoS mitigation (AWS Shield), automated patching
• Monitoring: 24/7 security monitoring, intrusion detection, anomaly alerts

15.2 Your Security Responsibilities

• Maintain strong, unique passwords for all user accounts
• Enable multi-factor authentication (MFA) when available
• Configure appropriate permissions — follow the principle of least privilege
• Report any security vulnerabilities or incidents to security@lynxbe.co.il
• Keep devices and browsers updated to current security patches
• Train your team on security best practices

15.3 Breach Notification

In the event of a security breach affecting your data, we will:

• Notify affected business administrators without unreasonable delay (within 72 hours for GDPR, 60 days for HIPAA)
• Provide details of the breach including scope, affected data, and remediation steps
• Cooperate with your breach response and notification obligations
• Implement measures to prevent recurrence

16. Audit & Compliance Logging

16.1 Comprehensive Audit Trails

The Lynxbe Platform maintains immutable audit logs of all significant actions:

• Administrative actions: User creation/deletion, permission changes, settings modifications
• Data access: Who accessed customer data, when, and from what IP
• Communication actions: Messages sent, calls made, templates used
• Compliance events: Consent given/withdrawn, data deletion requests, breach notifications
• Authentication events: Logins, failed attempts, password changes, session expirations
• Automation events: Workflow executions, trigger activations, webhook deliveries

16.2 Audit Log Retention

• Standard retention: Minimum 12 months
• HIPAA-covered entities: Minimum 6 years (as required by HIPAA)
• Audit logs are immutable and cannot be modified or deleted by users

16.3 Compliance Reporting

Business administrators can access audit logs and generate compliance reports through the Platform's Audit Log page. We may also provide audit reports upon request for regulatory compliance purposes.

17. Termination & Data Export

17.1 Termination by You

You may terminate your account at any time by contacting us at info@lynxbe.co.il or through the Platform's settings. Upon termination:

• Your access to the Platform ceases immediately
• We will retain your data for 90 days during which you may request data export
• After 90 days, your data will be permanently and irreversibly deleted from all systems
• Encrypted backups containing your data will be automatically purged within 30 additional days

17.2 Termination by Us

We may suspend or terminate your access if you:

• Violate these Terms or our Acceptable Use Policy
• Engage in fraudulent, illegal, or abusive activity
• Fail to pay subscription fees for more than 30 days
• Pose a security risk to the Platform or other users

We will provide notice when reasonably possible and offer an opportunity to cure the breach (except in cases of severe violation or security threat).

17.3 Data Export

You may request a full export of your data at any time during your active subscription or within 90 days of termination. Data exports are provided in machine-readable formats (JSON, CSV). We will process export requests within 30 days.

17.4 Survival

Sections related to data ownership, intellectual property, limitation of liability, indemnification, governing law, and any accrued payment obligations survive termination.

18. Warranties & Disclaimers

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

• IMPLIED WARRANTIES OF MERCHANTABILITY
• FITNESS FOR A PARTICULAR PURPOSE
• NON-INFRINGEMENT
• ACCURACY, RELIABILITY, OR COMPLETENESS OF AI-GENERATED CONTENT
• UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE OPERATION

We do not warrant that:

• The Platform will meet all your specific requirements
• Message delivery through third-party channels (WhatsApp, SMS, Email) will be guaranteed
• Voice call quality will be uninterrupted or free from latency
• AI features will produce accurate or complete results
• The Platform will be compatible with all devices, browsers, or operating systems

19. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• LYNXBE LTD SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, GOODWILL, OR BUSINESS OPPORTUNITIES
• OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING UNDER THESE TERMS SHALL NOT EXCEED THE AMOUNT PAID BY YOU TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM
• WE ARE NOT LIABLE FOR DAMAGES ARISING FROM THIRD-PARTY SERVICE DISRUPTIONS (WhatsApp, SMS providers, VoIP providers, AWS, OpenAI)
• WE ARE NOT LIABLE FOR DATA LOSS CAUSED BY YOUR FAILURE TO MAINTAIN ADEQUATE BACKUPS

These limitations apply regardless of whether the claim is based on warranty, contract, tort (including negligence), strict liability, or any other legal theory.

Exception: Nothing in these Terms limits liability for fraud, gross negligence, willful misconduct, or any liability that cannot be excluded under applicable law.

20. Indemnification

You agree to indemnify, defend, and hold harmless Lynxbe Ltd, its officers, directors, employees, and agents from any claims, damages, losses, costs, or expenses (including reasonable legal fees) arising from:

• Your use of the Platform in violation of these Terms
• Your violation of any applicable law, regulation, or third-party rights
• Content you create, send, or store through the Platform
• Your violation of communication channel policies (WhatsApp, SMS, Email regulations)
• Your failure to comply with HIPAA, GDPR, or other applicable data protection laws
• Claims by your customers or data subjects arising from your use of the Platform

21. Governing Law & Disputes

21.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Israel, without regard to its conflict of laws provisions.

21.2 Dispute Resolution

Any dispute arising from or related to these Terms or the Platform shall be resolved as follows:

1. Informal Resolution: The parties shall first attempt to resolve disputes through good-faith negotiation for a period of 30 days
2. Mediation: If informal resolution fails, disputes shall be submitted to mediation under the rules of the Israeli Chamber of Commerce
3. Litigation: If mediation fails, disputes shall be subject to the exclusive jurisdiction of the courts of Tel Aviv-Jaffa, Israel

21.3 Class Action Waiver

To the extent permitted by law, you agree to resolve disputes with us on an individual basis and waive the right to participate in class action lawsuits or class-wide arbitration.

22. Changes to Terms

We may update these Terms from time to time. When we make material changes:

• We will post a prominent notice within the Lynxbe Platform app
• We will notify business administrators via email at least 30 days before the changes take effect
• We will update the "Effective Date" and version number at the top of this page
• For HIPAA-covered entities, we will provide additional notice as required under the BAA

Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms. If you disagree with any changes, you must stop using the Platform and may request data export.

23. General Provisions

• Severability: If any provision of these Terms is found unenforceable, the remaining provisions continue in full force and effect
• Waiver: Our failure to enforce any right or provision does not constitute a waiver of that right or any future enforcement
• Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign our rights and obligations freely, including in connection with a merger, acquisition, or sale of assets
• Entire Agreement: These Terms, together with the Privacy Policy and any applicable BAA or DPA, constitute the entire agreement between you and Lynxbe Ltd regarding the Platform
• Force Majeure: We are not liable for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, internet outages, or third-party service failures
• Notices: Legal notices to us must be sent to legal@lynxbe.co.il. We may provide notices to you via email to your account administrator or through in-app notifications
• No Third-Party Beneficiaries: These Terms do not create any rights for third parties
• Headings: Section headings are for convenience only and do not affect the interpretation of these Terms

24. Contact Information

Contact Type	Details
Legal inquiries & Terms questions	legal@lynxbe.co.il
HIPAA compliance & BAA requests	compliance@lynxbe.co.il
Privacy & data subject requests	privacy@lynxbe.co.il
Security incidents & breach reports	security@lynxbe.co.il
General support	info@lynxbe.co.il
Company	Lynxbe Ltd, Israel
Website	www.lynxbe.co.il