Terms of Service

JUA Agent
Bluecrane Creatives Limited

Last Updated: 16 October 2026
Effective Date: 16 October 2026

These Terms of Service (the “Terms”) constitute a legally binding agreement between Bluecrane Creatives Limited (“Bluecrane”, “we”, “us”, or “our”) and the individual or legal entity that accesses or uses the product marketed as JUA Agent / JUA AGENT (the “Customer”, “you”, or “your”).

By creating an account, clicking to accept these Terms, accessing the Service, embedding the Widget, installing the WordPress Plugin, connecting a messaging or social channel, initiating a payment, or otherwise using the Service, you agree to be bound by these Terms. If you are accepting on behalf of an organization, you represent and warrant that you have authority to bind that organization. If you do not agree, you must not use the Service.

1. Definitions

In these Terms, unless the context otherwise requires:

1.1 “Android App” means the mobile application with package name com.juaagent.dashboard.

1.2 “Bird Eye” means our developer and affiliate tooling and related accounts made available by us for managing organizations and dashboard tooling under approved access.

1.3 “Channels” means communication or publishing integrations offered through the Service, including website Widget chat, WhatsApp support chat, Facebook Page posting, and any additional channel we expressly enable in writing or in the product.

1.4 “Customer Content” means data, text, images, audio, video, files, website content, database query results, configuration, prompts, messages, and other materials submitted to, transmitted through, or stored in the Service by or on behalf of the Customer or its Visitors.

1.5 “Dashboard” means the web application at https://dashboard.juaagent.com .

1.6 “Documentation” means user-facing instructions and technical materials we make available regarding the Service.

1.7 “End User” or “Visitor” means any individual who interacts with Customer-facing surfaces of the Service (including the Widget, WhatsApp threads, visitor portals, or tickets) in connection with the Customer’s organization.

1.8 “Organization” means a customer workspace identified by an organization key and related records in the Service.

1.9 “Privacy Policy” means the JUA Agent Privacy Policy published at https://juaagent.com/privacy-policy , as updated from time to time.

1.10 “Service” means JUA Agent and all related software, APIs, Dashboard, Android App, WordPress Plugin, Widget runtime, Bird Eye, hosting, support, and features we provide under these Terms.

1.11 “Subscription” means the plan, usage entitlements, token or message allowances, and fees applicable to an Organization.

1.12 “Widget” means the embeddable chat interface served from https://concierge.juaagent.com (including jua-widget.js) and related Concierge runtime functions.

1.13 “WordPress Plugin” means the WordPress plugin distributed as Jua Agent for connecting WordPress sites to the Service.

2. The Service

2.1 Subject to these Terms, Bluecrane provides a software-as-a-service platform enabling Organizations to operate AI-assisted and human-assisted customer conversations, manage leads and tickets, configure agent branding and knowledge, view analytics, connect Channels, manage team access, and related functions described in the product.

2.2 The Service includes, as and when enabled for the Customer’s Subscription:

(a) website chat via the Widget;
(b) WhatsApp support chat via a linked organizational number;
(c) Facebook Page content posting;
(d) Dashboard and Android App administration with feature parity for core account functions;
(e) WordPress Plugin administration and storefront Widget injection;
(f) visitor portal messaging where offered on juaagent.com;
(g) staff Agent workspace tools;
(h) knowledge sources, sitemap retrieval, and optional organization database connections;
(i) subscription billing via Safaricom M-Pesa; and
(j) Bird Eye tooling for approved developers and affiliates.

2.3 Features that are not live as customer-chat products as of the Effective Date (including Meta Messenger customer chat and Instagram messaging) are not included in the Service unless and until we expressly enable them. Marketing statements about future Channels are not commitments unless set out in a signed order form.

2.4 We may modify, add, or discontinue features reasonably required for security, legal compliance, platform-policy compliance, or product evolution, provided that we shall not materially reduce core paid functionality without reasonable notice except where required by law or third-party platform action.

3. Eligibility and account registration

3.1 You must be at least eighteen (18) years of age and capable of forming a binding contract under the laws of Kenya (or your jurisdiction of incorporation, if a legal entity).

3.2 You shall provide accurate, current, and complete registration information and keep it updated.

3.3 You are responsible for all activity under your credentials and for maintaining the confidentiality of passwords, recovery codes, devices, and API or application tokens. You shall notify us promptly at [email protected] of any unauthorized use.

3.4 Organizations may invite team members. The Organization owner and administrators are responsible for the acts and omissions of their users and for assigning appropriate roles.

3.5 We may refuse, suspend, or terminate accounts that fail verification, present fraud or security risk, or violate these Terms.

4. Licence grant and restrictions

4.1 Subject to these Terms and timely payment of applicable fees, Bluecrane grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence during the Subscription term to access and use the Service for the Customer’s internal business purposes.

4.2 The Customer shall not, and shall not permit others to:

(a) reverse engineer, decompile, or disassemble the Service except to the limited extent such restriction is prohibited by applicable law;
(b) copy, modify, or create derivative works of the Service except as expressly permitted;
(c) rent, lease, sell, resell, or provide the Service to third parties as a standalone bureau service except under a written partner agreement with us;
(d) interfere with or disrupt the integrity or performance of the Service;
(e) attempt unauthorized access to any system, account, or data;
(f) use the Service to transmit malware, spam, or unlawful content;
(g) bypass usage limits, domain allowlists, or security controls;
(h) use the Service in violation of Meta, WhatsApp, WordPress, WooCommerce, Safaricom, or other applicable third-party terms; or
(i) misrepresent affiliation with Bluecrane or JUA Agent.

4.3 Widget embedding is limited to domains and sites the Customer is authorized to control and that are configured in the Organization’s allowlists. The Customer shall not place the Widget on websites it does not own or lawfully operate.

4.4 Except for WordPress Plugin code distributed under an open-source licence as stated in Clause 11, all rights in the Service not expressly granted are reserved by Bluecrane and its licensors.

5. Customer Content and artificial intelligence

5.1 As between the parties, the Customer retains all right, title, and interest in Customer Content. Visitors may retain rights in content they submit; the Customer is responsible for its relationship with Visitors.

5.2 The Customer hereby grants Bluecrane a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, display, process, translate, embed, index, and otherwise use Customer Content solely as necessary to provide, secure, maintain, and improve the Service, including to:

(a) operate AI and human-agent conversations;
(b) generate summaries, briefs, analytics, and reports;
(c) retrieve and index website, sitemap, and knowledge sources configured by the Customer;
(d) query connected organization data sources on the Customer’s instructions; and
(e) create backups and ensure integrity.

5.3 The Customer represents and warrants that it has obtained all rights, notices, and consents required under applicable law to submit Customer Content to the Service and to instruct Bluecrane to process Visitor personal data, including where WordPress logged-in shopper identity is disclosed to the agent.

5.4 AI outputs are probabilistic and may be inaccurate, incomplete, or inappropriate. The Customer shall not rely on AI outputs as sole authority for legal, medical, financial, safety-critical, or similarly consequential decisions without competent human review. Bluecrane does not warrant that AI outputs will meet any particular accuracy standard.

5.5 The Customer is solely responsible for supervising human handoff, staff replies, published social posts, and any action taken based on Service outputs.

6. Data protection; processor terms

6.1 The Privacy Policy forms part of these Terms. In the event of conflict regarding personal data processing descriptions, the Privacy Policy controls for transparency disclosures, and this Clause 6 controls for the contractual allocation of controller and processor responsibilities between Bluecrane and the Customer.

6.2 For Visitor personal data processed on behalf of the Customer through the Service, the Customer is the controller (or equivalent) and Bluecrane is the processor (or equivalent), except for data Bluecrane processes as independent controller (account data, billing, security logs, and similar categories described in the Privacy Policy).

6.3 Bluecrane shall:

(a) process Visitor personal data only on documented instructions from the Customer as implemented through the Service’s ordinary functions and written instructions that we accept;
(b) ensure persons authorized to process such data are bound by confidentiality;
(c) implement appropriate technical and organizational security measures;
(d) engage sub-processors as described in the Privacy Policy and remain responsible for their performance under these Terms;
(e) assist the Customer, insofar as reasonably possible and subject to fees where assistance is extraordinary, in responding to data-subject requests;
(f) notify the Customer without undue delay after becoming aware of a personal data breach affecting the Customer’s Visitor data;
(g) upon written request following termination, delete or return Visitor personal data in accordance with product capabilities and legal retention requirements; and
(h) make available information reasonably necessary to demonstrate compliance with this Clause 6, subject to confidentiality and security constraints.

6.4 The Customer instructs Bluecrane to process Visitor personal data for the purposes of providing the Service features the Customer enables, including storage of chat transcripts on Jua infrastructure (not in the WordPress database), analytics, tickets, Channel delivery, and AI inference.

6.5 The Customer shall not configure the Service to process special-category or otherwise restricted data unless lawful and expressly agreed in writing.

7. Acceptable use

7.1 The Customer shall use the Service only for lawful purposes and in accordance with these Terms and the Documentation.

7.2 Without limitation, the Customer shall not use the Service to:

(a) violate any applicable law or regulation;
(b) infringe intellectual property, privacy, or publicity rights;
(c) engage in fraud, phishing, social engineering, or deceptive practices;
(d) send unsolicited bulk communications in violation of law or platform rules;
(e) exploit children or distribute unlawful sexual content;
(f) promote violence, terrorism, or hate speech unlawful under applicable law;
(g) collect Visitor data without a privacy notice and lawful basis;
(h) probe, scan, or test the vulnerability of the Service without our prior written authorization; or
(i) interfere with another customer’s use of the Service.

7.3 WhatsApp numbers: the Service associates one WhatsApp number with one Organization. The Customer shall not attempt to link a number already linked to another Organization or to evade that restriction.

8. Third-party platforms and services

8.1 The Service interoperates with third-party platforms, including Meta Platforms (Facebook Login and Page APIs), WhatsApp, WordPress, WooCommerce, Safaricom M-Pesa, email delivery providers, push notification providers, and AI model providers.

8.2 The Customer’s use of third-party platforms is subject to those platforms’ terms and policies. Bluecrane is not responsible for third-party platforms and does not control their availability, APIs, policy enforcement, or account suspensions.

8.3 If a third-party platform modifies its API, revokes permissions, suspends the Customer’s or our access, or changes policies, we may suspend or modify the affected Channel or feature without liability, and we shall use commercially reasonable efforts to notify the Customer where practicable.

8.4 Credentials supplied by the Customer (including WooCommerce keys, WordPress application passwords, SMTP credentials, Meta tokens, and database credentials) must be lawfully obtained and kept current. The Customer authorizes us to store such credentials in encrypted form or in our secrets vault and to use them solely to provide the requested features.

9. Subscriptions, usage, and fees

9.1 Access to paid features requires a Subscription. Plan names, descriptions, prices (including Kenyan Shillings and any displayed United States Dollar equivalents), included usage, and tax treatment are as stated in the product at the time of purchase or as set out in a written order form.

9.2 Enterprise plans and custom arrangements are available only through contact with us and are not self-serve unless we expressly enable them.

9.3 Usage metering (including token or conversation allowances) may apply. Exceeding plan limits may result in throttling, suspension of AI features, or a requirement to upgrade, as implemented in the product.

9.4 Fees are payable in advance or as otherwise displayed for the selected plan, unless a written agreement states otherwise.

10. M-Pesa payments and taxes

10.1 As of the Effective Date, subscription payments in the Service are initiated through Safaricom M-Pesa STK push and related Daraja APIs from the Dashboard (and equivalent Android App subscription flows). Card processors such as Stripe are not offered as a payment method in the Service.

10.2 The Customer authorizes us to initiate M-Pesa payment requests to the telephone number and payer details the Customer submits, and to process Safaricom callbacks for confirmation and reconciliation.

10.3 Prices may be shown inclusive or exclusive of value-added tax or other taxes as displayed in the product. Where VAT or similar tax applies (including Kenya VAT at the rate then displayed), the Customer is responsible for amounts due. The Customer is responsible for any taxes assessed on its own purchases or revenues.

10.4 Payment failures, cancellations by the payer, timeouts, or chargebacks (where applicable under M-Pesa rules) may result in suspension of paid features until payment is received.

10.5 Except where required by law or expressly stated by us in writing, fees are non-refundable once payment is confirmed.

10.6 The Customer shall ensure that payer information is accurate and that the paying party is authorized to complete the transaction.

11. WordPress Plugin licence note

11.1 Portions of the WordPress Plugin may be distributed under the GNU General Public License version 2 or later (or other licence stated in the plugin package). Those open-source licence terms govern the plugin code as distributed.

11.2 The hosted Service, APIs, Dashboard, Concierge runtime, trademarks, and non-plugin components remain proprietary to Bluecrane and its licensors and are licensed only under these Terms.

11.3 Chat transcripts created through the WordPress-integrated Widget or related APIs are stored in the Service, not in the WordPress database. Merchant media and shop data remain on the merchant’s systems unless the Customer separately uploads or transmits them to the Service.

11.4 Before publicly listing or marketing the WordPress Plugin, the Customer shall ensure its own privacy notices and store policies accurately describe Visitor identification features it enables.

12. Android App

12.1 The Android App is licensed, not sold. Subject to these Terms, the Customer may install and use the Android App on devices controlled by the Customer or its authorized users for accessing the Service.

12.2 The Android App requires Internet connectivity to the Dashboard APIs. The Customer is responsible for device security and for promptly updating the application when we release security updates.

12.3 As of the Effective Date, distribution may be by direct install or other means we authorize. These Terms do not constitute a representation that the Android App is available on the Google Play Store.

13. Confidentiality

13.1 Each party may receive non-public information from the other (“Confidential Information”). The receiving party shall use Confidential Information only to perform under these Terms and shall protect it using reasonable care.

13.2 Confidential Information does not include information that is public through no fault of the receiving party, independently developed, rightfully received from a third party without duty of confidentiality, or required to be disclosed by law (with prior notice where legally permitted).

13.3 Feedback the Customer provides about the Service may be used by Bluecrane without restriction or obligation, provided we do not publicly attribute the feedback to the Customer without consent.

14. Intellectual property

14.1 Bluecrane and its licensors own all right, title, and interest in and to the Service, including software, models configuration owned by us, documentation, visual design, and trademarks (including JUA Agent and Bluecrane marks).

14.2 The Customer owns its trademarks and brand assets uploaded for Widget or agent branding and grants Bluecrane a licence to display them as configured by the Customer.

14.3 No rights are granted by implication except as expressly set out in these Terms.

15. Bird Eye developers and affiliates

15.1 Access to Bird Eye is limited to persons and entities we approve. Verification may be required before activation.

15.2 Bird Eye users shall:

(a) keep credentials secure;
(b) manage Organizations and tooling only as authorized;
(c) handle customer and Visitor data lawfully and in accordance with the Privacy Policy and Clause 6;
(d) not misuse administrative capabilities or attempt unauthorized access; and
(e) comply with any additional partner or affiliate rules we publish to them.

15.3 We may suspend or terminate Bird Eye access for abuse, fraud, security risk, failed verification, or breach of these Terms.

15.4 These Terms supersede any prior draft Bird Eye terms of service presented in product interfaces, to the extent of conflict.

16. Disclaimers

16.1 EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BLUECRANE DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

16.2 WITHOUT LIMITING CLAUSE 16.1, BLUECRANE DOES NOT WARRANT THAT:

(a) the Service will be uninterrupted, timely, secure, or error-free;
(b) AI outputs will be accurate or fit for any particular purpose;
(c) WhatsApp, Meta, WordPress, WooCommerce, M-Pesa, email, push, or other third-party services will remain available or unchanged; or
(d) the Service will detect or prevent all fraudulent or abusive activity.

16.3 The Customer assumes all risk arising from its use of AI outputs and Channel integrations.

17. Limitation of liability

17.1 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BLUECRANE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, GOODWILL, DATA, OR BUSINESS OPPORTUNITY, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

17.2 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BLUECRANE’S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE TOTAL FEES PAID BY THE CUSTOMER TO BLUECRANE FOR THE SERVICE DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM (OR, IF NONE, ONE HUNDRED UNITED STATES DOLLARS (USD 100) OR THE EQUIVALENT IN KENYAN SHILLINGS).

17.3 Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the laws of Kenya, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence, where such exclusion is prohibited.

17.4 The limitations in this Clause 17 allocate risk between the parties and are a fundamental basis of the bargain.

18. Indemnity

18.1 The Customer shall indemnify, defend, and hold harmless Bluecrane and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

(a) Customer Content or Visitor data;
(b) the Customer’s use of the Service in breach of these Terms or applicable law;
(c) the Customer’s failure to provide required privacy notices or obtain required consents (including WordPress shopper identification);
(d) the Customer’s websites, WordPress or WooCommerce configuration, or connected databases;
(e) the Customer’s use of Meta, WhatsApp, or other Channels in violation of third-party terms;
(f) unauthorized access resulting from the Customer’s failure to safeguard credentials; and
(g) claims by Visitors or third parties relating to the Customer’s products, services, or communications.

19. Suspension and termination

19.1 We may suspend or restrict the Service (in whole or in part) immediately if:

(a) the Customer breaches these Terms;
(b) fees are unpaid;
(c) suspension is required to protect the Service, other customers, or third parties;
(d) we receive a credible abuse, fraud, or security report;
(e) required by law or a third-party platform; or
(f) the Customer’s use creates material risk to our infrastructure or reputation.

19.2 Either party may terminate the Subscription for convenience at the end of the then-current paid term by ceasing renewal or by notice where the product provides a cancellation path, subject to Clause 10.5 on refunds.

19.3 Either party may terminate for material breach if the breach remains uncured thirty (30) days after written notice, or immediately for unpaid fees after any shorter cure period stated in a notice or invoice.

19.4 Upon termination or expiry:

(a) licences granted to the Customer end;
(b) the Customer shall stop using the Service and remove the Widget and Plugin integrations it no longer has rights to use;
(c) we may disable Channels and API access; and
(d) data handling shall follow Clause 6 and the Privacy Policy.

19.5 Clauses that by their nature should survive (including 5, 6, 13, 14, 16, 17, 18, 21, 22, and 23) shall survive termination.

20. Changes to these Terms

20.1 We may update these Terms from time to time. The updated Terms shall be published at https://juaagent.com/terms-of-service with a revised Last Updated date.

20.2 Material changes shall take effect no sooner than the stated effective date. Where practicable, we shall notify account holders by email or in-product notice. Continued use after the effective date constitutes acceptance to the extent permitted by law.

20.3 If the Customer does not agree to material changes, the Customer’s sole remedy is to stop using the Service and cancel the Subscription in accordance with these Terms.

21. Governing law and dispute resolution

21.1 These Terms and any dispute arising out of or in connection with them or the Service shall be governed by and construed in accordance with the laws of Kenya, without regard to conflict-of-law rules that would require application of another jurisdiction’s laws.

21.2 The parties submit to the exclusive jurisdiction of the courts of Kenya sitting in Nairobi for the resolution of disputes, subject to any mandatory consumer protections that cannot be waived if applicable to an individual Customer.

21.3 Before commencing litigation, the parties shall attempt in good faith to resolve disputes by written notice to [email protected] and negotiation for at least fourteen (14) days, except where interim injunctive relief is required to protect intellectual property, data security, or confidential information.

22. Notices

22.1 Notices to Bluecrane under these Terms shall be sent by email to [email protected].

22.2 Notices to the Customer may be sent to the email address associated with the Organization owner or the relevant user account, or by in-product notice.

22.3 Notices are deemed received on the next business day in Nairobi after sending, unless the sending party receives a delivery failure notification.

23. General provisions

23.1 Entire agreement. These Terms, the Privacy Policy, and any signed order form or partner agreement constitute the entire agreement between the parties regarding the Service and supersede prior or contemporaneous agreements on the same subject. In case of conflict between a signed order form and these Terms, the signed order form prevails for the conflicting commercial terms only.

23.2 Severability. If any provision is held unenforceable, the remaining provisions remain in full force, and the unenforceable provision shall be modified to the minimum extent necessary to make it enforceable.

23.3 Waiver. Failure to enforce a provision is not a waiver of the right to enforce it later.

23.4 Assignment. The Customer may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, corporate reorganization, or sale of assets. These Terms bind permitted successors and assigns.

23.5 Force majeure. Neither party is liable for delay or failure caused by events beyond reasonable control, including internet failures, third-party platform outages, utility failures, acts of government, epidemic, war, or natural disaster, provided the affected party uses reasonable efforts to mitigate.

23.6 Relationship. The parties are independent contractors. These Terms do not create a partnership, joint venture, employment, or agency relationship, except that Bluecrane acts as processor as described in Clause 6.

23.7 Export and sanctions. The Customer shall not use the Service in violation of applicable export control or sanctions laws.

23.8 Language. These Terms are in English. Any translation is for convenience only; the English version controls.

23.9 Third-party beneficiaries. Except as expressly stated, these Terms confer no rights on third parties.

23.10 Order of precedence for product interfaces. Acceptance checkboxes, in-product statements, and Bird Eye screens that reference terms incorporate these Terms by reference.

24. Contact

Bluecrane Creatives Limited
Email: [email protected]
Product site: https://juaagent.com
Dashboard: https://dashboard.juaagent.com
Privacy Policy: https://juaagent.com/privacy-policy

End of Terms of Service