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Terms And Conditions ("Terms")

When you use our website, platform, products and services ASTROLABS BUSINESS INCUBATORS AND ACCELERATORS, you are agreeing to our website and service terms of use (Terms).

These Terms (together with the documents referred to in it) set out the conditions on which you make use of ASTROLABS BUSINESS INCUBATORS AND ACCELERATORS. These Terms are set out as follows:

  • Section 1: Subscription terms for the ASTROLABS BUSINESS INCUBATORS AND ACCELERATORS platform (Subscription Services)
  • Section 2: General terms and conditions (General Terms and Conditions)
  • Section 3: Customer complaint policy (Customer Complaint Policy)

Please read these Terms carefully before you start to use AstroLabs Platform.

By using AstroLabs Platform, you are accepting and agreeing to be bound by these Terms. If you do not agree to these Terms, please stop using or engaging AstroLabs Platform immediately.

At AstroLabs, we believe that transparency is the cornerstone of our relationship with our clients. While we may collaborate with specialized third-party service providers or other entities within the AstroLabs group to deliver specific aspects of our services, we want to ensure clarity regarding our commitment to you: AstroLabs remains your primary point of contact and holds full accountability for the quality and delivery of the services provided. Regardless of the internal structure used to facilitate your request, AstroLabs stands as the sole entity responsible towards the client, ensuring that all work meets our professional standards and contractual obligations.

Please see further below for the specific terms on which those companies provide their services to you.

Section 1: Subscription Services

Our subscription services

Our Subscription Services consist of all the services we provide now or in the future, relating to our online platform. Our Subscription Services are provided by, or on behalf of, and you are contracting with:

Company Name: ASTROLABS BUSINESS INCUBATORS AND ACCELERATORS

Company Number: 1010608453

Registered Office: 3141 al-rayyad 13521-8292

Contact: product@astrolabs.com

Introduction of New or Revised Services

As AstroLabs Platform is a fast-growing tech startup, we are constantly striving to enhance our platform's user experience and functionality. To facilitate these improvements, we may periodically perform maintenance or update our features, which may result in temporary service interruptions. We are committed to restoring full functionality as soon as possible and will endeavor to provide notice whenever feasible.

Additionally, we reserve the right to introduce, modify, or phase out certain features within our Subscription Services. For new or updated services, there may be additional terms of use, which will be communicated to you prior to your use of such services.

Creating a subscription

When you create a subscription to use our platform and accept these Terms, whether paid or otherwise, you become a Subscriber. If you're the Subscriber, you're responsible for paying for your Subscription Services when you upgrade to a paid tier of AstroLabs Platform.

People invited to use AstroLabs Platform

An Invited User is a person other than the Subscriber who has been invited to use our services through a subscription. If you're an Invited User, you must also accept these Terms to use our Subscription Services.

User roles and access

As a Subscriber inviting others into a subscription, you should understand the permissions you are granting to Invited Users, including the level and type of confidential information of others that may be accessible. User types and permissions will be updated from time to time, and if in doubt, contact product@astrolabs.com.

AstroLabs Platform Partner

If you are a member of one of our approved AstroLabs Platform Partners, such as an accelerator program or a referral partner, you may be entitled to discounts on Subscription Services or Corporate Services. Please liaise with the AstroLabs Platform team at product@astrolabs.com before you proceed with a paid engagement for AstroLabs Platform Services and make them aware of the AstroLabs Platform Partner you are affiliated with. Failure to do so will not entitle you to a partial refund after making a full payment to AstroLabs Platform.

The right to use our services

Whether you are a Subscriber or an Invited User, we grant you the right to use our Subscription Services (based on your subscription type, your user role and the level of access you have been granted) for as long as the Subscriber continues to pay for the subscription, until the subscription is terminated or, if you are an Invited User, until your access is revoked.

Subscriber Role

As a Subscriber, you take responsibility for fully controlling how your Subscription Service is managed and who can access it. For example:

  • You can transfer a subscription.
  • You control access to a subscription. You decide who is invited to use the Subscription Services you have subscribed to and what kind of access an Invited User has. You can change or stop that access at any time.
  • You are responsible for resolving any disputes with any Invited Users over access to your subscription.
  • You are responsible for all activity by your Invited Users.
  • You confirm that you have the requisite approval and consent to upload the personal data of other individuals to AstroLabs Platform.

What We Own

We own everything we have put into our Subscription Services unless otherwise stated and excluding content owned by others. This includes rights in the design, compilation and look and feel of our Subscription Services. It also includes rights in all copyrighted works, trademarks, designs, inventions and other intellectual property. Please refer to our Privacy Policy for further information.

Beta Subscriptions

Occasionally we may offer a service at no charge — for example, a beta service or a time-limited account. Because of the nature of these services, you use them at your own risk.

AstroLabs Platform Subscription Pricing

Start subscription

When you first sign up, you can opt for a freemium subscription based on the Subscription Services terms at the time. If you choose to upgrade at any time, you will be billed when you add your billing details to AstroLabs Platform and pay by credit card through our chosen payment gateway.

Operate subscription

Your use of our Subscription Services beyond the Start or beta tiers generally requires you to subscribe to a monthly subscription to execute payment on a monthly basis with a commitment of 6 months or annually — execute payment on a yearly basis. The pricing plan consists of the subscription and subscription fees we offered you, including invoicing, payment, auto-renewal and cancellation terms. The pricing plan may vary by region and includes information set out in the offer details and pricing page. We may update or amend the pricing plan from time to time. The terms of the pricing plan form part of these Terms. Any changes to the pricing plan will not apply retrospectively and, if we make changes and you are a paid Subscriber, we will make every effort to let you know before we make those changes minimum 15 days prior to the change taking effect.

Importance of Timely Payments

To ensure continuous cash flow and the entitlement to digital services, the Client is committed to settling all payments and fees on their specified due dates according to their selected package. AstroLabs shall send an automated reminder notification to the Client via email or the Platform at least fourteen (14) days prior to the next payment due date and the subsequent automated withdrawal. In the event of a failed payment attempt or delay in settlement, AstroLabs reserves the right to immediately suspend or restrict access to the Account and Services, without the need for prior judicial notice, until all outstanding payments are fully settled. The Client acknowledges that any disputes regarding invoices or service levels must be formally submitted to AstroLabs prior to the scheduled automated withdrawal date. Actual payment shall constitute the Client's irrevocable acknowledgment of the validity and enforceability of the invoice.

Subscription Period

The subscription shall automatically renew at the end of each billing period for an equivalent term, provided that fees are settled regularly. The Client expressly consents to and authorizes the Platform to automatically debit the renewal fees from the credit card registered on the due date, without the need for additional or separate authorization for each transaction.

Furthermore, the Client acknowledges and agrees that AstroLabs — through a secure digital payment service provider licensed by the Saudi Central Bank (SAMA) — shall store and retain credit card details securely for the purpose of processing automated renewal payments and recurring subscriptions.

Termination by AstroLabs Platform

AstroLabs Platform may terminate or suspend your subscription or access to all or any data immediately if:

  • you breach these Terms and do not remedy the breach within 14 days after receiving notice of the breach;
  • you breach these Terms and the breach cannot be remedied;
  • you fail to pay subscription fees;
  • you or your business become insolvent, your business goes into liquidation or has a receiver or manager appointed over any of its assets, you become insolvent or make any arrangement with your creditors, or become subject to any similar insolvency event in any jurisdiction;
  • you or your company appear on any sanctions list or are deemed, at AstroLabs Platform's sole discretion, to be high risk for anti-money laundering purposes; or
  • you or a member of your company attempts to discredit or publicly defame AstroLabs Platform, a member of the AstroLabs Platform team or your association with AstroLabs Platform may bring reputational risk to the AstroLabs Platform brand.

Cancellation by the Client

The Client may cancel their subscription by providing prior written notice to AstroLabs Platform via email at product@astrolabs.com. If cancellation occurs prior to the end of the initial agreed term (6 or 12 months), the Client must provide at least 30 days' notice; whereas for any subsequent renewal period, the Client must provide at least 60 days' notice prior to the start of the next term.

In both cases, cancellation shall become effective upon the expiry of the respective notice period; provided, however, that all subscription fees paid are strictly non-refundable, and no credits or pro-rata adjustments will be provided for any unused portion of the subscription term, with the Client remaining liable for the full payment of all fees due for the remainder of the agreed-upon term.

No Refunds

No refund is due to you if you terminate your subscription or AstroLabs Platform terminates it in accordance with these Terms.

Retention of Your Data

The Client acknowledges and agrees that upon the termination or cancellation of the subscription, the Client's direct access to any data, files, or documents uploaded to the Platform shall be immediately revoked. The legal obligation to maintain all corporate records, official company documentation, and relevant certificates remains the sole and exclusive responsibility of the Client before the competent Saudi government authorities. To support our clients, AstroLabs offers an optional service to securely retain and archive data for a period of up to five (5) years from the date of subscription cancellation, assisting the Client in complying with their statutory obligations should such records be requested by government authorities. Notwithstanding the foregoing, if the Client requests in writing the immediate and complete deletion of their data, AstroLabs will execute such request; however, the Client shall bear sole legal and financial responsibility for the destruction or absence of such records before regulatory and judicial bodies, with no liability whatsoever attaching to AstroLabs.

Availability

We strive to maintain the availability of our subscription services and provide online support within our team members' working hours. Occasionally, we need to perform maintenance on our services, which may require a downtime period. We try to minimize any such downtime. Where planned maintenance is being undertaken, we will try to notify you in advance but we cannot guarantee it.

Access Issues

You know how the internet works — occasionally you might not be able to access our services and your data. This might happen for any number of reasons, at any time.

Data Loss, Liability Limitation, and Support

The Client acknowledges that data loss and downtime are inherent risks in utilizing technology, and the Client shall be solely responsible for maintaining backup copies of all data, corporate records, and documents entered into the Subscription Services.

Consequently, in the event of any platform downtime, technical issues, or data loss, the Client's sole and exclusive remedy is to discontinue the use of the Subscription Services, and AstroLabs shall not be liable for any financial or operational compensation whatsoever; provided, however, that the Client may report any platform issues or request assistance by contacting our dedicated support team at product@astrolabs.com.

No Legal, Tax or Financial Advice

AstroLabs Platform is provided on an 'as is' basis and all information, commentary and other materials displayed on AstroLabs Platform are intended for general information purposes only.

Therefore, we disclaim all liability and responsibility arising from any reliance placed on such information, commentary or other materials contained on AstroLabs Platform by any visitor to our website, platform or by anyone who may be informed of any of its content. In particular, you agree that:

  • we are not providing legal, financial, tax, investment brokerage or any other advice on AstroLabs Platform;
  • the documents provided on AstroLabs Platform are not bespoke to your specific needs and may require additional legal advice — you should make your own judgment on the suitability of any such materials and obtain your own legal advice before using the documents; and
  • we are not providing any assurance or guarantee that any documents obtained from AstroLabs Platform are suitable, sufficient or appropriate for your specific needs.

Section 2: General Terms and Conditions

Restrictions on Access and Use

You may not do any of the following, directly or indirectly:

  • violate any copyrights and other proprietary or intellectual property rights of AstroLabs Platform;
  • engage in any "data mining", "deep-link", "page-scrape", or use "bots/spiders" or similar data gathering and extraction tools or methods in connection with any part of AstroLabs Platform;
  • decompile, reverse engineer, disassemble, lease, sell, distribute, or reproduce AstroLabs Platform;
  • transmit, post, or otherwise make available:
    • content that is unlawful, false, inaccurate, harmful, obscene, or otherwise objectionable, including any content that infringes on any intellectual property right or proprietary right;
    • viruses, Trojan horses or other harmful programs or material; or
    • advertising or promotional materials, "spam", or any other form of solicitation;
  • use any device, software or routine to interfere with the proper working of AstroLabs Platform;
  • misrepresent your affiliation with or impersonate any person or entity;
  • interfere with or disrupt any part of AstroLabs Platform, including imposing an unreasonable or disproportionately large load on the infrastructure of AstroLabs Platform, or attempt to circumvent AstroLabs Platform's security features;
  • remove or modify any copyright notices, other proprietary notices, or references to these Terms;
  • misrepresent the content on AstroLabs Platform, or misinform others about the origin or ownership of the content from AstroLabs Platform;
  • probe, scan, or test the vulnerability of any part of AstroLabs Platform or any network connected to our website, nor breach the security or other authentication measures on AstroLabs Platform or any network connected to AstroLabs Platform;
  • reverse engineer, decompile, disassemble or otherwise attempt to discover the source code, object code or underlying structure, ideas, knowhow or algorithms relevant to any part of AstroLabs Platform, or any software, documentation or data related to AstroLabs Platform; or
  • modify, translate, or create derivative works based on services provided as part of AstroLabs Platform (except to the extent expressly permitted by us or authorised as part of a paid AstroLabs Platform service).

Any content obtained through, exported or created for you by any part of AstroLabs Platform, we hereby grant you with a non-exclusive, non-transferable, non-sublicensable license to use in connection with the ongoing operation of your business.

Intellectual Property

All copyright, trademarks and other intellectual property rights in all logos, designs, text, images and other materials on our website are owned by AstroLabs Platform Group Holdings Limited or appear with the permission of the relevant owner. Those works are protected by copyright and trademark laws and treaties worldwide. All such rights are reserved.

Except as expressly provided in these Terms, no part of AstroLabs Platform may be copied, reproduced, uploaded, posted, publicly displayed, encoded, translated, transmitted or distributed in any way (including mirroring) to any other computer, server, website or other medium for publication or distribution or for any commercial enterprise, without AstroLabs Platform's express prior written consent.

You may download publicly-available content on AstroLabs Platform only for your personal, non-commercial use, provided that:

  • you keep intact all copyright and other proprietary notices; and
  • if your copying or use of copyrighted materials on AstroLabs Platform is other than "fair use" under applicable copyright laws, you must seek permission directly from us.

Linking to and from Our Website

Whilst we retain the right to establish any hyperlinks between our website and any third party website at our discretion, you agree that you will not frame our website on any other website or create any hyperlinks or deep links between it and any third party website without AstroLabs Platform's express prior written consent.

If you choose to use links displayed on our website, which link to third party websites, you will leave our website (whether or not you realise that you are leaving). Links on our website are provided for your information only and we have no control over the contents of those third-party websites or resources.

We are not responsible for the material on any other website that you enter. To the fullest extent permitted by law, we exclude all liability that may arise in connection with or as a result of such external website material causing any damage, costs, injury, or financial loss of any kind.

User Content

If you establish an account on AstroLabs Platform, you are responsible for maintaining the confidentiality of your user ID and password and for all activities that occur under your password or user ID.

If you believe that your account, user ID or password has been unlawfully disclosed or there has been a known or possible breach of security, please notify AstroLabs Platform immediately at product@astrolabs.com.

All personally identifiable information collected from you is governed by our Data & Privacy Protection Policy.

Our Liability

To the maximum extent permitted by the applicable laws of the Kingdom of Saudi Arabia, AstroLabs expressly disclaims all warranties and conditions, whether express or implied, including, but not limited to, warranties of fitness for a particular purpose or that the Platform will be free from minor technical errors. The Client acknowledges that the use of the Platform is at their sole and exclusive risk. AstroLabs' commitment is limited to providing the scope of services documented in the Client's subscription plan, provided that such performance is not hindered by any act, omission, negligence, or delay in data submission by the Client or their affiliates, or provided that AstroLabs is granted a reasonable opportunity to rectify any technical errors.

In no event shall AstroLabs be liable to the Client or any third party for any indirect, consequential, commercial losses, loss of anticipated profits, loss of data, or damage to business reputation arising from the use of the Platform. Furthermore, AstroLabs shall not be liable for any inaccuracies in data entered by the Client, or for the temporary unavailability of any forms or documents due to maintenance or technical updates.

The Client expressly acknowledges and agrees that in the event that AstroLabs is held judicially liable for any direct damages, the total aggregate liability and compensation recoverable by the Client shall not, under any circumstances, exceed the total fees and subscription charges actually paid by the Client for the specific service that directly caused the loss during the twelve (12) months preceding the judicial claim. Finally, AstroLabs disclaims all liability for any loss or damage resulting from cyberattacks, viruses, or malicious hacking software that may affect the Client's equipment due to the use of the Platform.

Force Majeure

We will not be in breach of these Terms or liable for delay in performing, or failure to perform, any of our obligations under these Terms if such delay or failure results from events, circumstances or causes beyond our reasonable control. Any claim for force majeure does not alleviate the requirement to pay any fees due or require any refund or termination of the Subscription Services or CSP Services.

Confidentiality, Data Protection, and Privacy

AstroLabs is committed to full compliance with the Saudi Personal Data Protection Law (PDPL) and undertakes to implement the necessary technical and administrative measures to ensure the confidentiality of all materials and data uploaded to the AstroLabs Platform, which shall be deemed strictly confidential.

The Client acknowledges and agrees that their data is securely hosted and stored within the borders of the Kingdom of Saudi Arabia. Furthermore, the Client hereby grants AstroLabs express authorization and consent to provide access to and review of such data — strictly within the operational scope and to facilitate service delivery and technical support — by authorized AstroLabs personnel, including those affiliated with its global branches and support centers, provided they are bound by the confidentiality and data protection obligations applicable to the Platform. The Client warrants that all data provided is accurate and correct.

AstroLabs shall not be liable for any breach or data leak resulting from the Client's negligence in protecting or sharing their access credentials. In the event of a security incident, AstroLabs is committed to notifying the Client and the competent authorities immediately and within the statutory timeframes. The Client also consents to our use of cookies as detailed in our policy, noting that all processing and privacy matters are governed by the Platform's Data & Privacy Protection Policy.

Taxes

You are responsible for paying all other external fees and taxes associated with your use of AstroLabs Platform, wherever imposed. Your responsibility includes withholding tax (if applicable), unless we already process that withholding tax. We may collect geographical information to determine your location, which may be used for tax purposes. This means location information you give us must be accurate for tax residency purposes. All amounts payable by you to AstroLabs Platform are exclusive of value added or similar tax (VAT). If VAT is chargeable on any supply under these Terms, and on receipt of a valid VAT invoice, you will pay such VAT to AstroLabs Platform.

Our Website Changes Regularly

We aim to update our website regularly and may change the content anytime. If the need arises, we may suspend access to our website, or close it indefinitely. Any material on our website may be out of date at any given time and we are under no obligation to update it.

Partial Invalidity

If any provision of these Terms (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of these Terms and the validity and enforceability of the other provisions of these Terms shall not be affected.

Variation

We may revise these Terms at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we have made as they are binding on you. Some of the provisions contained in these Terms may also be superseded by provisions or notices published elsewhere on our website or platform.

Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. In the event of any dispute, the Parties shall exert their best efforts to resolve the matter amicably within thirty (30) days from the date of the written notice of such dispute. If an amicable resolution is not reached, the dispute shall be resolved as follows:

  1. If the Client is a local entity (based in the Kingdom of Saudi Arabia), the dispute shall be subject to the exclusive jurisdiction of the competent courts in Riyadh, Saudi Arabia.
  2. If the Client is an international entity (based outside the Kingdom of Saudi Arabia), the dispute shall be settled by arbitration in accordance with the rules of the Saudi Center for Commercial Arbitration (SCCA). The seat of arbitration shall be Riyadh, the language of arbitration shall be English, and the arbitral award shall be final and binding upon the Parties.

Your Concerns

If you have any queries regarding AstroLabs Platform or the information contained on it, please contact product@astrolabs.com.

Section 3: Customer Complaint Policy

Introduction

AstroLabs Platform is committed to continually improving our products and services by welcoming feedback from our customers and our stakeholders. This includes maintaining our responsiveness to the needs and concerns of our customers. Complaints are an important way for AstroLabs Platform to be accountable to our customers and provide valuable prompts to review our performance and make the requisite changes to improve in future.

We acknowledge that there will be occasions where we do not meet the expectations of our customers. When this happens, we want to resolve the issues you experience as quickly as possible. This complaints policy outlines our approach to handling and resolving your complaints.

Objective

A complaint means a written or verbal communication from a customer about the service, action or error of an AstroLabs Platform employee or consultant (AstroLabs Platform Team) that has affected the customer. This may include a complaint about a delay in service delivery, failure to communicate clearly regarding fees or timelines or difficulties in using AstroLabs Platform's site or platform.

The primary purpose of this policy is to:

  • provide clarity to customers and stakeholders about our complaint resolution process;
  • ensure complaints are dealt with consistently, fairly and promptly;
  • capture feedback to improve our services.

How to Make a Complaint

Complaints can be made by email to product@astrolabs.com or by calling our customer success team on +971 56 351 0019.

Complaint Handling Procedure

When a complaint is received, the following process will be taken.

4.1 Acknowledgement

You will receive an acknowledgment of your complaint within 2 business days. We will advise you of the person who will be dealing with your complaint (Designated Contact).

4.2 Investigation

The Designated Contact will start a thorough investigation into your complaint and may need to contact you to clarify details or request additional information. We aim to complete investigations within 10 business days.

4.3 Resolution

Following the investigation, we will inform you of the outcome and our proposed resolution. If you are not satisfied with our proposed resolution, you can notify the Designated Contact that you would like a review (Escalation).

4.4 Escalation

If you are not satisfied with our proposed resolution of your complaint and you submit a request for review to the Designated Contact, your complaint will be escalated to AstroLabs Platform's Senior Management for review. The Senior Manager or Director will assess the situation and provide their findings to you within 10 business days.

Records and Confidentiality

5.1 Records of complaints

AstroLabs Platform maintains a Complaints Register for internal purposes to monitor patterns and identify areas for improvement. This is an internal document that is confidential and will not be shared with customers. Feedback and lessons learned from complaints will be used by AstroLabs Platform to review and improve our services.

5.2 Confidentiality

All complaints will be treated with confidentiality in accordance with applicable data protection laws and AstroLabs Platform Terms of Service. This confidentiality duty is subject to any exceptions that might apply and require us to make disclosures to government or government bodies or for any purpose to defend potential or actual legal action against AstroLabs Platform.

Complaint Policy Review

The AstroLabs Platform Management will review this policy on an annual basis to determine if the policy is being implemented successfully and consider any adjustments required to improve the Company's response to customer feedback.