Terms of Service

Who we are

Tramoa is the trading name of Sami Al Droubi Daghestani, a self-employed professional with NIF (Spanish tax ID) 54191976C, whose address is Sector Embarcaciones 24, 3.º A, 28760 Tres Cantos (Madrid, Spain). For any legal or support matter, write to us at contact@tramoa.com.

In these terms, “Tramoa” or “we” means us, and “you” or “your agency” means the company or professional that contracts for Tramoa.

What Tramoa is

Tramoa gives your travel agency an artificial intelligence assistant that replies to your customers on your agency's WhatsApp, using the information about your trips and following your instructions. It includes a dashboard to set it up and follow the conversations, and notifications for you by WhatsApp and by email. What each plan includes is published at tramoa.com/precios.

Who can contract for the service

Tramoa is a service for businesses: only travel agencies and other professionals in the sector can contract for it, through a person of legal age who has the capacity to do so on their behalf. It is not a service for consumers, so the 14-day right of withdrawal for consumer purchases does not apply.

Your account and your team

The details you give us when you register must be true and up to date. Your credentials are personal: do not share them, and we recommend that you switch on the security code at sign-in. You are responsible for whatever is done from your account and from the accounts of the people on your team whom you invite. If you see a sign-in that is not yours, write to us as soon as possible at contact@tramoa.com.

WhatsApp and Meta

WhatsApp is a Meta service. For your assistant to work, you connect your agency's WhatsApp number from the dashboard and, in doing so, you accept the terms of the WhatsApp Business platform directly with Meta. You undertake to comply with them, as well as with the WhatsApp Business Messaging Policy and any other Meta rules that apply.

• Meta's charges are separate. Meta charges your agency for some WhatsApp messages, directly and on its own invoice, according to its rates, which it may change. If you do not have a payment method with Meta, Meta stops delivering the replies once the month's free messages run out. Tramoa neither collects nor handles that money.
• Our fee pays for our service, never for WhatsApp. What you pay Tramoa covers the assistant, the dashboard and the notifications, not the use of the WhatsApp platform.
• Tramoa is not Meta. We are a Meta Tech Provider, but we do not act on Meta's behalf and cannot guarantee its decisions: the verification of your business or of your number, messaging limits, the quality rating of your number, its prices, or whether it restricts or blocks an account.
• What Meta requires us to prohibit you from doing: reselling access to the WhatsApp Business platform or charging others to use it, allowing third parties to use it or connect to it through your account, and using Meta's name or trademarks, unless another agreement with Meta allows you to do so.

If Meta withdraws Tramoa's access to the platform, or stops allowing what the assistant does, we may not be able to continue providing the service. What happens in that case is set out in section 15.

Plans, prices and free trial

Tramoa has three plans, paid monthly, with the prices and what each one includes published at tramoa.com/precios. Prices are in euros and exclude VAT.

• A conversation is everything one person exchanges with your assistant on the same day, whether they send 2 messages or 40. If they write again on another day, it is another conversation.
• Each plan includes a number of conversations per month. The allowance resets every month: anything you do not use does not carry over to the next month.
• If you go over your allowance, your assistant keeps replying and each additional conversation is charged at the published price (currently 5 cents excluding VAT), on that month's invoice. We notify you at 80% and at 100%, and in your dashboard you can set a cap or ask for the assistant to stop and notify you.
• Unlimited, subject to reasonable use: on the plan with unlimited conversations, “reasonable” means for serving the customers of your own agency. If your usage were to multiply far above the usual level, we would discuss it with you before anything else.

7-day free trial. When you activate your assistant, you add a card and pay nothing for 7 days. On day 8, the first fee for your plan is charged, and then every month from that point on. If you cancel before day 8, you pay nothing. There is one free trial per agency.

Price changes. We may change the prices or what each plan includes by notifying you at least 30 days in advance. If the change does not suit you, you may cancel before it takes effect.

Payments, invoices and non-payment

The fee is charged monthly in advance to your card, through Stripe, and additional conversations are charged monthly in arrears. Your invoices are always available in the dashboard.

The applicable VAT is added to the prices. In Spain, it is 21%. If your agency is in another EU country and you give us a valid VAT number, the invoice is issued without VAT, under the reverse charge mechanism. Outside the EU, the rules of your country apply.

If a payment fails, we notify you and your assistant keeps replying for 3 days. If it is still unpaid by then, the assistant is paused: it does not reply, but nothing is deleted and it resumes as soon as you pay. If 30 days pass from the pause without payment, we close the account and the rules in section 8 on your data apply.

If you take card payments from your customers (Pro and Premium plans, if you switch it on):

• You do it with your own Stripe account: you connect it from the panel and accept Stripe's terms directly with Stripe. Stripe decides on verifying your account, when it pays the money out to you and whether it holds back any payment.
• The money goes straight to your account. Tramoa does not receive it, does not hold it and takes no commission; Stripe charges you its own fee, at its rates.
• Tramoa only creates the payment page in your account, with the amount of your quote, and reads the status of each payment to mark it in your panel. Card details are collected by Stripe and do not pass through Tramoa.
• Refunds and chargebacks are handled in your Stripe. We let you know about them, but responding in time is up to you.
• You sell the trip: towards your customer you are the merchant and you are responsible for your prices and conditions, including the information the law requires before a package travel contract is signed.
• You can disconnect your Stripe account whenever you want. If you leave the plan, card payments are no longer offered.

Changing plan and cancelling

• Upgrading your plan: it takes effect immediately. Today you pay only the difference for the days remaining in the month and, from the following month, the price of the new plan.
• Downgrading your plan: it takes effect at the start of the following month. Until then, you keep what you have already paid for.
• Cancelling: whenever you like, from the dashboard, with no minimum term and no penalty. Your assistant keeps replying until the end of the month you have already paid for.

Your data afterwards. We keep it for 30 days from when your assistant stops replying, in case you come back, and then we delete it, except for any data that the law requires us to keep, such as invoices. You can export it at any time from the dashboard.

The AI assistant

• It uses artificial intelligence (Claude, by Anthropic) to understand messages and draft replies using the information and instructions you give it. Prices are calculated by the system using your rates, not by the AI.
• It states that it is an AI in its first message of every conversation, as required by EU law. That notice cannot be removed or disguised.
• It hands over to a person at your agency when the customer asks for this and when you have set this up. You must have someone to attend to those conversations.
• It can make mistakes. It does not replace your agency's professional judgement: you are responsible for the information you give it (trips, prices, availability, terms and conditions) and for reviewing anything you are concerned about.
• You remain the agency in relation to your customer: the assistant provides information and prepares quotes and bookings on your behalf, but the travel contract is between your agency and your customer.

Acceptable use

By using Tramoa, you undertake not to:

• Write to anyone on your own initiative (reminders, notifications or promotions) without their permission, or keep writing to anyone who has asked you to stop.
• Breach the terms and policies of WhatsApp Business or of Meta, or the prohibitions that this contract sets out in section 5.
• Use Tramoa for anything other than serving the customers of your own agency, or assign it, resell it or make it available to other businesses.
• Configure the assistant to deceive your customers, to pass itself off as a person or as another business, or to collect data concerning health, religion or other special categories of personal data without first agreeing this with us in writing.
• Offer or advertise illegal products or services, or upload content that is illegal, false or offensive, or that infringes the rights of others.
• Attempt to breach Tramoa's security, reverse-engineer the software or extract data in bulk from the dashboard.

If you breach these rules, we may pause your assistant or suspend your account, immediately if there is a risk to your customers, to other agencies, to Tramoa or to Tramoa's access to WhatsApp. Meta may also take action against your number independently.

Your content and our intellectual property

What you upload and what is generated for your agency is yours: your trips, your prices, your instructions and the conversations with your customers. You give us permission to use it only to the extent necessary to provide you with the service, for as long as you use Tramoa.

Tramoa retains all rights in the service itself: the software, the design, the brand and the documentation. If you make suggestions to us, we may use them to improve Tramoa without owing you anything for them.

Personal data

With regard to your customers' data, your agency is the controller and Tramoa is the processor: the terms are set out in the Data Processing Agreement (DPA), which forms part of this contract. How we process the data of your account and of your team is explained in the Privacy Policy.

Availability and changes to the service

We do our best to keep Tramoa working at all times, but we do not contractually guarantee any availability percentage. The service also depends on third parties, such as WhatsApp or the AI provider, and if they fail, your assistant may stop replying. We give advance notice of maintenance when we can and, if your assistant stops replying, we notify you immediately.

Tramoa evolves: we may add, change or remove features. If a significant change affects how you use it, we notify you at least 30 days in advance, and you may cancel without penalty if it does not suit you.

Support

You can get support from the dashboard, on our WhatsApp and at contact@tramoa.com. Response times are indicative and depend on volume and urgency.

Suspension and termination of the service

• For breach: if you breach these terms, we may suspend your account and, if the breach is serious or repeated, close it.
• If Meta withdraws our access or we stop providing the service: we notify you at least 30 days in advance whenever we can, you can export your data and we refund the part of the month you have already paid for but have not been able to use.
• If Meta restricts or blocks your number because of a breach on your part, this does not entitle you to a refund.

Liability

Tramoa is a tool for your agency. We are not a party to the travel contracts you sell and we are not liable for the travel services, the prices or the terms and conditions you give the assistant, nor for any decision by Meta or other third parties that is beyond our control.

We are not liable for indirect damage, such as loss of profit or the loss of customers or of opportunities. For any other damage, our total liability is limited to what you have paid us in the 12 months prior to the event that caused it. None of the above limits any liability that the law does not allow to be limited, such as liability arising from wilful misconduct or gross negligence.

If a third party (one of your customers, an authority or Meta) brings a claim against Tramoa for something you have done in breach of these terms, the law or WhatsApp's rules, you will take responsibility for that claim and for whatever it costs Tramoa.

Changes to these terms

We may change these terms when the law, the service or our providers' terms change. The version in force is always the one on this page, with its date. If the change is significant, we notify you at least 30 days in advance, by email and in the dashboard; continuing to use Tramoa after that date constitutes acceptance of the change. If you do not agree, you may cancel without penalty before it takes effect.

Language, governing law and jurisdiction

The binding version of these terms is the Spanish one. Translations are for information only and, in the event of any discrepancy, the Spanish text prevails.

If an agreement signed separately with your agency or with your group says otherwise, that agreement prevails as regards the matters it governs.

These terms are governed by Spanish law. The parties will attempt to resolve any disagreement amicably and, failing that, the courts and tribunals of the city of Madrid will have jurisdiction, unless a mandatory rule of law provides otherwise.