Terms and Conditions
1. Introduction and Contractual Definitions
This document constitutes a legally binding electronic agreement entered into between:
Mora Communications Company, a company duly registered in the Kingdom of Saudi Arabia, hereinafter referred to as (“Mora”, the “Company”, or the “First Party”).
The Client / User, whether an individual or a duly authorized representative of a business entity, hereinafter referred to as the (“Client”, “User”, or “Second Party”).
This Agreement governs the use of Mora’s website (www.mora-sa.com), control panels, messaging platforms, Application Programming Interfaces (APIs), and all digital services provided by the Company.
Important Legal Notice: By registering, adding credit, or using any part of Mora’s services, you expressly acknowledge that you have read, understood, and fully and unconditionally agreed to all provisions of these Terms and Conditions. If you do not agree, you must immediately stop using the services.
2. Definitions
For the purposes of this Agreement, the following terms shall have the meanings assigned to them below, unless the context requires otherwise:
Services: Includes Short Message Service (SMS), voice messaging, verification services (OTP), API integration services, and any digital or technical solutions currently or subsequently provided by Mora.
Authority: The Communications, Space and Technology Commission (CST) in the Kingdom of Saudi Arabia.
Network Operators: Locally or internationally licensed telecommunications companies, including STC, Mobily, Zain, and other international connectivity providers.
Sender ID: The textual or numerical name or code displayed to the recipient of a message.
Content: Any text, data, messages, files, or information transmitted or processed through Mora’s services.
Force Majeure: Any circumstance beyond the Company’s reasonable control, including natural disasters, sovereign decisions, wars, or widespread internet or international network outages.
Applicable Laws: The laws and regulations in force in the Kingdom of Saudi Arabia.
Service Level Agreement (SLA): The agreement specifying the service levels Mora undertakes to provide to its clients, which forms an integral and supplementary part of these Terms.
3. Registration Requirements and Eligibility
The Client confirms that they are at least 18 years of age or are legally authorized to represent a business entity.
The Client must provide accurate, complete, and up-to-date information, including name, commercial registration details, mobile number, email address, and billing information.
Mora reserves the right to immediately suspend or terminate an account without prior notice if inaccurate information or impersonation is identified.
The Client bears full responsibility for all activities conducted through their account.
4. Account Security and Liability
The Client is responsible for maintaining the confidentiality of their username, password, and API credentials.
Any transmission or activity conducted through the account shall be deemed to have been initiated by the Client, who shall bear sole responsibility for its legal and financial consequences.
If sub-accounts are created, the Client shall remain fully responsible for the actions of all users operating under those accounts.
Mora reserves the right to close inactive accounts that have recorded no activity for twelve (12) consecutive months, delete their data, and reset any remaining balances without the right to object.
5. Sender ID Governance and Regulation
Sender ID registration and approval are subject to the regulations of the Authority and Network Operators.
Activation requires the submission of official documents, including the commercial registration, an authenticated authorization letter, and a trademark certificate where applicable.
The Client acknowledges that approval or rejection of a Sender ID is at the sole discretion of Network Operators, and Mora does not guarantee approval.
Sender IDs are valid for one calendar year (365 days) and may be renewed subject to separate fees.
The Client bears full legal responsibility for the Sender ID and any related intellectual property rights.
6. Acceptable Use Policy and Prohibited Activities
The use of Mora’s services for any activity that violates applicable laws or regulations is strictly prohibited, including but not limited to:
Cybercrime, fraud, phishing, or impersonation of official entities.
Sending unsolicited messages (SPAM) without prior recipient consent.
Content that violates public morals, Islamic Sharia principles, or Saudi laws.
Causing technical damage, attempting unauthorized access, or misusing the Company’s infrastructure.
In the event of a violation, Mora reserves the right to immediately suspend the account, confiscate the remaining balance, and provide the relevant authorities with all necessary information, without liability on the part of the Company.
Anti-Spam Compliance
The Client must fully comply with the Anti-Spam Regulations issued by the Communications, Space and Technology Commission in the Kingdom of Saudi Arabia.
The use of Mora’s services to send unsolicited messages without the recipients’ prior explicit consent is prohibited.
Messages must clearly identify the sender and provide an effective means for recipients to unsubscribe.
Mora reserves the right to suspend or terminate accounts or campaigns that violate these requirements and take all necessary legal measures without liability.
For the applicable regulatory requirements, please refer to the relevant regulations published by the Authority.
7. Payments, Account Balance, and Refund Policy
All services operate on a prepaid basis.
Prices do not include Value Added Tax (VAT), which shall be added in accordance with the applicable statutory rate.
Account balances are valid for one calendar year from the date of the last top-up transaction.
Refund requests for unused balances may be submitted within seven (7) days from the date of purchase, subject to a 10% administrative fee.
Sender ID activation fees are non-refundable once the request has been submitted to Network Operators.
Mobile Number Portability (MNP) Pricing:
SMS messages sent to mobile numbers ported from one telecommunications network to another (MNP) shall be charged at twice the applicable standard message rate. The corresponding charges will be deducted from the Client’s account balance accordingly.
8. Service Level Agreement (SLA) and Limitation of Liability
All Mora services are subject to the approved Service Level Agreement (SLA), which forms an integral and supplementary part of these Terms and Conditions.
The SLA can be accessed through the following link:
Mora aims to maintain a monthly operational availability rate of 99.9%, without providing an absolute guarantee.
Mora acts as a technical intermediary and shall not be responsible for the content of messages.
Mora shall not be liable for any direct or indirect losses or loss of profits.
The Client agrees to indemnify Mora against any legal claims arising from the Client’s use of the services or violation of applicable laws.
9. Client Responsibility for Content and Messages; Company’s Right to Monitor and Restrict
The Client bears sole and full legal and regulatory responsibility for all messages, content, and data entered, uploaded, sent, or transmitted through Mora’s services, including message content, recipient numbers, Sender IDs, databases, and any links, files, or data included in messages.
The Client represents and warrants that they hold all necessary consents, licenses, and authorizations required to send messages to recipients, and that their use of the services does not violate any applicable law, regulation, or decision issued by competent authorities, nor infringe upon any third-party rights, including privacy, intellectual property, and trademark rights.
If Mora identifies or reasonably suspects any violation of applicable laws, these Terms, Network Operator requirements, or regulatory obligations, the Company reserves the right to take any appropriate action, including rejecting, delaying, blocking, or restricting any message, campaign, or Sender ID, or temporarily or permanently suspending the account or service, without any obligation to compensate the Client, subject to applicable laws.
Mora may request additional documents or information from the Client to verify the legitimacy of the content, the source of the database, the purpose of the transmission, or the identity of the sending entity. Mora may suspend the service until the required documents are provided or the cause of the violation is resolved.
Mora is not obligated to review or audit all message content transmitted through its platforms. Failure to detect a violation shall not release the Client from their responsibilities or constitute a waiver of any of Mora’s rights.
The Client undertakes to indemnify and hold harmless Mora Communications Company, its affiliates, employees, and representatives against any claims, fines, losses, damages, costs, or expenses, including legal fees, arising directly or indirectly from message content, databases, the manner in which the services are used by the Client, or any violation of applicable laws, these Terms, or third-party rights.
Where legally required or upon request or instruction from competent authorities, Mora may retain relevant information and records and share them with the competent authorities in accordance with applicable laws and regulations.
10. Privacy and Data Protection
Mora complies with the Personal Data Protection Law (PDPL) applicable in the Kingdom of Saudi Arabia.
Client data is not sold to any third party.
Data may be shared with government authorities or service providers where legally required.
Message transmission records are retained for a regulatory period ranging from six (6) to twelve (12) months.
11. Intellectual Property Rights
All intellectual, technical, and commercial rights relating to the website, systems, and services are exclusively owned by Mora.
The Client is granted a limited, non-exclusive license solely for the purpose of using the services.
12. Use of Client Name and Logo (Portfolio)
Mora reserves the right to use the Client’s business name and logo on its website, informational materials, and company profile to identify the Client as one of its customers or as part of its portfolio for marketing purposes only, unless the Client submits a written request stating otherwise.
13. Service Termination
Mora reserves the right to immediately suspend or terminate an account without prior notice in the following cases:
Violation of any provision of these Terms or the Service Level Agreement.
Issuance of an instruction by a competent authority.
Use of the service in a manner that harms the Company’s reputation or technical infrastructure.
14. Governing Law and Dispute Resolution
This Agreement shall be governed by the laws and regulations of the Kingdom of Saudi Arabia.
The parties shall attempt to resolve disputes amicably within fifteen (15) days from the date of notification.
The courts of Riyadh shall have jurisdiction over any dispute arising from this Agreement.
15. Acknowledgment and Acceptance
By using Mora’s services, you acknowledge that you have read, understood, and agreed to all provisions of these Terms and Conditions, including the Service Level Agreement (SLA), and undertake to use the services only for lawful purposes. You accept full legal and regulatory responsibility for any unlawful use.
16. Seasonal and Promotional Offers
First: SMS Service Offers
All promotional offers apply to clients who make cash payments, unless expressly stated otherwise in the offer details.
The validity of any free balance granted as part of a package is three (3) months from the top-up date, unless otherwise specified in the offer details.
When subscribing to packages exceeding one million points, the Client receives free setup of the WhatsApp Business API service, including Meta Business account setup and WhatsApp number activation, subject to Meta’s applicable requirements, procedures, and policies.
Second: WhatsApp Business API Offers
Prices stated in promotional offers do not include WhatsApp Business API account setup fees charged by Meta, unless expressly stated otherwise in the offer details.
The minimum subscription period for packages covered by promotional offers is one (1) year, unless otherwise specified in the offer details.
Third: WhatsApp Business API Trial Terms
To qualify for the trial, the Client must have a ready and active Meta Business account and provide a mobile or landline number that has not previously been activated on the regular WhatsApp application.
The Client’s account will be transferred and connected to the MORA platform to enable the use of WhatsApp Business API during the trial period.
The Client must provide all data, information, and requirements necessary to complete the transfer, connection, and activation procedures, and shall be responsible for the accuracy and completeness of the information provided.
The trial duration, service scope, and included features shall be subject to the terms agreed upon by both parties or specified in the promotional offer.
Activation and use of WhatsApp Business API are subject to Meta’s applicable requirements, policies, and procedures. The Company shall not be responsible for any delay or rejection resulting from the Client’s failure to meet Meta’s requirements or from circumstances beyond the Company’s control.
Fourth: General Promotional Terms
Promotional offers are valid only during the period specified for each offer. The Client shall not be entitled to claim any benefits after the offer expires.
Promotional offers cannot be combined with other discounts or offers unless expressly stated otherwise.
The terms and details announced for each promotional offer form an integral and supplementary part of these provisions. Where specific offer terms conflict with the general provisions of this section, the specific terms announced for that offer shall prevail during its validity period.
The Company reserves the right to amend or discontinue any promotional offer in accordance with its specified terms and duration. Such amendments or discontinuation shall apply to new orders and subscriptions placed after the effective date of the change.
Special Terms and Conditions for WhatsApp Business API
17. Special Terms for WhatsApp Business API Services
The provisions of this section apply to Clients subscribed to or using the WhatsApp Business API service provided through the Mora platform. These provisions form an integral and supplementary part of the platform’s general Terms and Conditions.
Service Activation Requirements
Activation of the WhatsApp Business API service requires the Client to fulfill all requirements and provide the necessary information and documents to complete the setup, activation, and integration procedures in accordance with Mora’s requirements and Meta’s applicable policies and procedures.
The Client must provide accurate, complete, and up-to-date information regarding their business activity and shall bear full responsibility for the accuracy and completeness of all information, documents, and details submitted during registration, verification, and activation.
Mora reserves the right to request any additional documents or information necessary to complete verification, activation, or integration with Meta.
Acceptance of the business account, activation of the WhatsApp number, verification of the business activity, and any related service requirements are subject to Meta’s approval, policies, and procedures. Mora does not guarantee that Meta will accept or approve the account or number.
Account Requirements
The Client must be at least eighteen (18) years old or be a duly authorized representative of a business entity in accordance with the laws and regulations of the Kingdom of Saudi Arabia.
The Client must provide accurate, complete, and correct registration information, including identity or business entity details, contact information, and any other information requested by Mora to complete registration or verification.
The email address and contact details provided by the Client shall be considered official communication channels, and the Client is responsible for keeping them up to date.
The Client is responsible for maintaining the confidentiality of login credentials and account security, and shall be liable for all activities, content, and data submitted, uploaded, or transmitted through their account.
Mora reserves the right to reject an account creation request, suspend an account, or terminate it for legitimate reasons, including violations of the Terms of Use, applicable laws, or relevant policies.
Account Activation Period
The expected period for activating and connecting the account to Meta’s WhatsApp Business platform ranges from seven (7) to fifteen (15) days, provided that the Client fulfills all required conditions and submits all necessary information and documents, and there are no issues or conflicts concerning the Client’s account, business activity, or trademark under Meta’s applicable acceptance policies and requirements.
This period does not constitute a final guarantee of approval or activation within the stated timeframe, as the review and approval process remains subject to Meta’s internal policies and procedures.
Display Name and Number Evaluation and Approval
The approval or verification of the business trademark or Display Name is not necessarily completed within the activation period mentioned above, as the name remains subject to review and evaluation by Meta in accordance with its policies and standards.
Approval may take additional time, or Meta may request that the name be modified based on the results of its review.
All numbers activated or verified through WhatsApp Business remain subject to continuous evaluation and review by Meta throughout their use, in accordance with its applicable policies, standards, quality requirements, and compliance rules. Meta reserves the right to take any appropriate action regarding the number or account if the applicable requirements or service policies are not met.
Compliance with Meta Policies
When using WhatsApp Business API, the Client must comply with all terms, policies, standards, and instructions issued by Meta and WhatsApp, including policies relating to platform usage, business messaging, content, message templates, account quality, and recipient consent.
The Client is responsible for monitoring and complying with any updates or amendments to Meta’s policies and requirements relating to the service.
In accordance with its policies, Meta may reject, suspend, restrict, or terminate a WhatsApp Business account, number, or certain service features. Meta may also reject or discontinue message templates or impose restrictions on sending rates.
Mora shall not be responsible for any suspension, blocking, restriction, rejection, or service termination imposed by Meta as a result of the Client’s violation of its policies or requirements, or due to any decision or action taken by Meta beyond Mora’s direct control.
Meta Business Account and Registered Number
The Client is responsible for providing a Meta Business account and all information and documents required to complete the connection and activation process, where applicable to the service or package.
The mobile or landline number used for activation must meet the technical and regulatory requirements established by Meta at the time of activation, transfer, or migration.
The Client must ensure access to the number and the ability to receive the verification methods required to complete activation, transfer, or integration.
If an existing WhatsApp number or account is transferred to the Mora platform, the Client must provide all permissions, approvals, and information required to complete the transfer in accordance with Meta’s applicable procedures.
WhatsApp Fees and Messaging Charges
Messaging and conversation fees for the WhatsApp Business API service are subject to Meta’s approved pricing policy, which may vary depending on the message or conversation category and the recipient’s country or geographical region.
Where the approved payment method requires direct payment to Meta, the Client must add a valid payment method accepted by Meta to their account. Applicable charges shall be deducted directly in accordance with Meta’s billing policies and procedures.
Mora does not control Meta’s prices, fees, calculation methods, or pricing changes and shall not be responsible for any changes made by Meta.
Any fees charged by the Mora platform, including setup, activation, subscription, or additional service fees, shall remain separate from the fees imposed by Meta, unless expressly stated otherwise in the Client’s quotation or agreement.
Message Templates and Content
Message templates used with the WhatsApp Business API service are subject to review and approval in accordance with Meta’s policies. Mora does not guarantee the approval of any submitted template.
The expected template review period ranges from two (2) minutes to twenty-four (24) hours, noting that the review duration and final decision remain subject to Meta’s procedures and policies.
The Client bears full responsibility for the content of messages, templates, and data transmitted through the service, including obtaining the necessary recipient consents in accordance with applicable laws and policies.
Mora reserves the right to suspend the transmission of any content or campaign whenever it reasonably determines or suspects that such content violates applicable laws, Mora’s Terms and Conditions, or Meta’s policies.
Sending Limits and Account Quality
The limits and number of messages that the Client may send through WhatsApp Business API are subject to Meta’s applicable technical and operational policies and limits.
Meta may modify sending limits, account levels, quality ratings, or impose restrictions on an account or number based on account performance, engagement rates, complaints, and other criteria adopted by Meta.
Mora does not guarantee a fixed sending limit where such limits are determined or modified by Meta, and shall not be responsible for any reduction or restriction imposed by Meta.
In addition to the limits established by Meta, the daily sending limit permitted through the Mora platform shall be a minimum of 250 templates per day and a maximum of 10% of the package’s total monthly sending limit, subject to the actual sending limits permitted by WhatsApp/Meta. Where these limits conflict, the lower limit shall apply.
Service Interruption or Suspension
The operation of WhatsApp Business API partially depends on systems, infrastructure, and services provided by Meta and other technology providers.
Mora shall not be responsible for service interruption, suspension, or delay resulting from outages, updates, changes, or decisions made by Meta or any third party beyond Mora’s reasonable control.
The suspension or blocking of the Client’s WhatsApp account or number by Meta due to a violation of its policies shall not constitute a service failure attributable to Mora, nor shall it entitle the Client to compensation from Mora, subject to applicable laws and regulations.
Refund Policy
As the provisions of this section are specific to WhatsApp Business API services, they shall apply to refund requests relating to this service where they differ from the platform’s general refund provisions.
The Client may submit a refund request within seven (7) days from the date of payment, provided that the request meets the conditions set out in this section.
A refund shall only be eligible if the service has been interrupted due to reasons attributable to the Mora platform and such interruption has resulted in direct harm to the Client.
Refund requests must be submitted through Mora’s approved customer service channels.
Refund requests shall be reviewed and processed within three (3) to five (5) business days, and the Client shall be notified of the approval or rejection decision, including the reasons for rejection where applicable.
If a refund is approved, the refunded amount shall be processed within thirty (30) days from the date of Mora’s approval, subject to a deduction of 20% in administrative fees, in addition to any actual bank transfer fees, payment gateway fees, or other charges associated with the refund transaction.
Training and Knowledge Transfer
Where included in the package or agreement, Mora shall provide the Client with basic training and knowledge transfer necessary to use the WhatsApp platform and operate the service.
Training shall be conducted remotely and shall include a maximum of two (2) training sessions during the initial activation period, unless otherwise agreed in writing.
Training sessions do not include software development, custom integrations, or additional consultancy services unless expressly included in the Client’s quotation or agreement.
Changing or Replacing a WhatsApp Number
If the Client requests a change or replacement of the WhatsApp Business API number associated with the service after activation has been completed, the new number shall be subject to Meta’s applicable activation and approval procedures and requirements.
The number replacement fee shall be equivalent to 50% of Mora’s approved WhatsApp service activation fee for each replacement request, unless otherwise stated in the Client’s quotation or agreement.
Mora does not guarantee that all data, settings, or records associated with the previous number can be transferred to the new number if the nature of the service or Meta’s policies do not permit such transfer.
Third-Party Services and Integrations
Certain features of the WhatsApp Business API service may depend on services, systems, or APIs provided by Meta or other service providers.
Such services are subject to the terms, policies, and requirements of the respective providers and may be modified, updated, or discontinued beyond Mora’s control.
Mora shall not be responsible for any change or interruption to a third-party service beyond its control and shall make reasonable technical efforts to address any issues that fall within its scope of responsibility.
Management of Meta Business Portfolio When Using Mora Wallet
If the Client chooses to pay WhatsApp Business API messaging and template fees through the Mora Wallet instead of paying Meta directly, the Client acknowledges and agrees to assign the administration of the Meta Business Portfolio associated with the service to Mora for the entire period during which this payment method is used.
For billing, accounting, and service operation purposes, Mora shall be the sole and exclusive administrator (Admin) of the business portfolio associated with the service throughout the period in which messaging fees are paid through the Mora Wallet.
During this period, Mora shall have the administrative permissions necessary to manage the business portfolio, its assets, and related settings, including WhatsApp Business accounts, numbers, associated assets, payment methods, billing and accounting settings, and any other settings required to operate the service and manage outstanding fees.
The Client shall not add, authorize, or grant any other individual or entity administrator (Admin) privileges over the business portfolio associated with the service. The Client shall also not modify, restrict, withdraw, or disable the administrative permissions granted to Mora without Mora’s prior written approval.
The Client shall not make any changes to payment, billing, or service-related asset settings that may affect the fee calculation or deduction mechanism from the Mora Wallet or the continuity of the service, without prior coordination and approval from Mora.
The Client shall remain responsible for their business activities, message content, submitted data and documents, and use of the service. Granting Mora administrative permissions shall not transfer ownership of the business, trademark, or Client content to Mora.
These administrative permissions shall remain in effect throughout the period in which the Client uses the Mora Wallet.
If the Client wishes to discontinue the use of the Mora Wallet or transfer the administration of the business portfolio, all outstanding amounts and financial obligations owed to Mora must first be paid and settled, and all necessary technical and administrative procedures for the transfer or termination must be completed.
Following settlement of all outstanding amounts and completion of the required procedures, Mora shall take the necessary steps to terminate or modify its administrative permissions in accordance with the procedure agreed upon with the Client and as permitted by Meta’s systems and policies.
All administrative, integration, permissions transfer, and billing configuration processes within Meta Business are subject to Meta’s technical features, policies, and procedures. Mora shall not be responsible for any delay or inability to complete such processes resulting from restrictions, requirements, or decisions issued by Meta beyond Mora’s control.
Relationship Between These Provisions and the General Terms
The special terms applicable to WhatsApp Business API services set out in this section form an integral part of the general Terms and Conditions of the Mora platform.
All general provisions of the Mora platform shall apply to WhatsApp Business API users to the extent that they do not conflict with the nature of the service or the mandatory requirements and policies issued by Meta.
For matters directly relating to the operation of WhatsApp Business API, Meta Business accounts, WhatsApp numbers, message templates, or sending limits, the applicable Meta policies and requirements in force at the time of service delivery shall prevail.
In the event of any conflict between a general provision of Mora’s Terms and Conditions and a special provision in this section directly relating to WhatsApp Business API services, the special provision in this section shall prevail with respect to such services, to the extent that it does not conflict with the laws and regulations applicable in the Kingdom of Saudi Arabia.
18. Contact and Support
Website: www.mora-sa.com