Terms of Service

Last updated: 1 November 2026

1.1 Who we are

Escala is a product of Technology Foundry S.A.E. ("we", "us"), a joint-stock company established under Law No. 159 of 1981, commercial register no. 281215 (Cairo Investment Commercial Register Office), tax registration no. 773-910-549, 22B Taha Hussein Street, 8th Floor, Apartment 34, Zamalek, Qasr El Nil, Cairo, Egypt.

These terms are an agreement between us and the company that subscribes to Escala ("the Customer"). By starting a trial, paying for a subscription or using Escala, the Customer accepts these terms.

1.2 What Escala does

Escala lets the Customer's employees report operational problems by WhatsApp voice note, text or photo. Escala confirms each report, alerts the people the Customer has chosen (its "escalation ladder"), reminds them and passes the report up the ladder until someone acknowledges it, and keeps a record of every report on a dashboard.

Escala is not an emergency service. It does not replace calling the emergency services, or the Customer's own safety procedures, alarms or first-aid arrangements. Escala depends on WhatsApp, mobile networks, the internet and other services that we do not control, and messages can be delayed or fail.

Transcripts of voice notes, and the category and severity given to each report, are produced automatically and can be wrong. Where the Customer's ladder rules use the category or severity, a wrong label can change which ladder is alerted. The Customer should check its labels and rules, and a report that cannot be transcribed or labelled is still sent to the site's main ladder.

1.3 Who may use it

Escala is sold to businesses only, not to individuals for personal use. The Customer is responsible for:

  • the accuracy of the people, phone numbers, email addresses and ladders it gives us;
  • telling its employees that it uses Escala and what happens to their reports, and obtaining any consent the law requires — including written, explicit consent where a report may contain sensitive data, such as information about an injury or someone's health, and explicit consent to their data being processed outside Egypt by the providers listed in the Privacy Policy;
  • keeping its dashboard logins secure, and for everything done under them;
  • using Escala lawfully, and not using it to send unlawful, abusive or misleading content.

1.4 Free trial

We may offer a free trial, limited to a number of days, a number of reports, or both, as shown to the Customer. No card is needed for the trial and nothing is charged during it. We email the Customer's owners and admins before the trial ends and when it ends. When the trial ends, new WhatsApp reports stop being accepted until the Customer subscribes. The dashboard and its records stay available.

1.5 Subscription and payment

  • Bands. Escala is sold in monthly bands. Each band allows a number of new reports a month, and is shown with its monthly price and price per report before the Customer pays. A bigger band costs more in total and less per report. A "report" is a new incident started by an employee or responder; the daily system check, the "Try it" test before go-live, acknowledgements, and a message that joins the sender's own report sent less than 5 minutes earlier and not yet acknowledged are not counted.
  • Prices are in Egyptian pounds (EGP) and exclude value added tax (VAT). VAT at the legal rate (currently 14%) is added, and the total amount is shown before the Customer pays.
  • A billing month lasts 30 days from the first payment or from the day a band is chosen. The subscription renews automatically at the end of each billing month, and the card is charged the band's price plus VAT at the start of each month until the Customer cancels. If the legal VAT rate changes, the new rate applies from the next payment. If the Customer moves to another band, the new band's month starts that day; the rest of the current month is not carried over or refunded.
  • Card payments are processed by Paymob. We never see or store full card numbers. Paymob emails a receipt for each payment.
  • We will email the Customer's owners and admins at least 30 days before any price change takes effect. The Customer may cancel before then.
  • Some customers pay by bank transfer by written arrangement with us. Their service runs for the period agreed in writing; if that period ends without a new payment or arrangement, the grace period and stop in 1.6 apply. A customer paying by bank transfer is also on a band, and 1.5a applies to it.

1.5a Using up your band

We email the Customer's owners and admins when 80% of the band's reports for the month have been used, and when all of them have. Reports sent after the limit is reached are still accepted and counted. From the day the limit is reached, the Customer has 7 days to move to a bigger band (the number of days is shown on the checkout page before the Customer pays). If it has not moved by the end of the seventh day after the day the limit was reached, new WhatsApp reports stop being accepted: an employee who sends a report is told on WhatsApp that the service is off. Reports already being escalated are completed normally, and the dashboard and its records stay available. If the next billing month starts before those seven days are over, the service does not stop that month. Moving to a bigger band, the start of the next billing month, or, for a customer paying by bank transfer, a renewed written arrangement, restarts the service straight away; after a move to a bigger band, reports sent over the old limit count toward the new month. A Customer already on our biggest band should contact us before the limit is reached.

1.6 Failed payments and suspension

If a renewal payment fails, the service keeps working for a grace period of 14 days, during which we email the Customer's owners and admins. If payment is still not made at the end of the grace period, new WhatsApp reports stop being accepted: an employee who sends a report is told on WhatsApp that the service is off. Reports already being escalated are completed normally. The dashboard and its records stay available. Paying restarts the service straight away. If the service has also reached the end of the week described in 1.5a, whichever date comes first applies.

We may also suspend or end the service if the Customer seriously breaches these terms or uses Escala unlawfully. We will tell the Customer in writing first and give it a reasonable chance to put things right, unless the law or an urgent risk requires us to act at once.

1.7 Cancellation

The Customer's owners and admins can cancel at any time, online, from the Billing page in the dashboard. Section 3 (Refund & Cancellation Policy) explains what happens next.

1.8 Customer data

The Customer's data, including its employees' reports, belongs to the Customer. We process it only to provide Escala, as described in the Privacy Policy (section 2).

For the personal data in it, the Customer is the controller and we are its processor. These terms, together with the settings the Customer chooses in the dashboard, are the Customer's written instructions to us. In particular, we:

  • process the data only to provide Escala, and for no purpose of our own;
  • keep it for the periods described in the Privacy Policy, which the Customer decides;
  • use only the service providers listed in the Privacy Policy, and email the Customer's owners and admins at least 30 days before adding a new one, so that the Customer can cancel if it objects;
  • keep the data secure, and allow only staff bound by confidentiality to access it;
  • help the Customer answer requests from the people whose data it is, and show the Customer, on request, how we meet our obligations;
  • tell the Customer without delay about any breach affecting its data.

After the service stops, the Customer's records stay available on the dashboard until the Customer asks us to delete them. An owner or admin of the Customer can ask us at any time, in writing, to delete the Customer's account and all its records; we do so within 30 days and confirm by email. Deletion cannot be undone.

1.9 Availability and changes

We work to keep Escala available at all times but do not guarantee uninterrupted or error-free service. We may change and improve Escala. We will tell the Customer at least 30 days in advance of any change that materially reduces what it pays for.

1.10 Liability

  • We are not liable for indirect or consequential loss, including loss of profit, production, business or data, or for loss caused by services we do not control (such as WhatsApp, mobile networks, the internet or payment networks).
  • We are not liable for harm that results from relying on Escala in place of emergency services or the Customer's own safety procedures (see 1.2).
  • Our total liability under these terms is limited to the fees the Customer paid us in the 12 months before the event that gave rise to the claim.
  • Nothing in these terms limits liability for fraud or gross negligence, or any other liability that Egyptian law does not allow to be limited.

1.11 Changes to these terms

We may update these terms. We will email the Customer's owners and admins at least 30 days before a change takes effect. Continuing to use Escala after that date means accepting the updated terms; a Customer who does not accept them may cancel before then.

1.12 Law, disputes and language

These terms are governed by the laws of the Arab Republic of Egypt. Both sides will first try to settle any dispute amicably within 30 days of one side raising it in writing. If it is not settled, the competent courts of Cairo have jurisdiction.

These terms are published in English and Arabic. If the two versions differ, the English version prevails.

1.13 General

  • Escala and everything in it other than the Customer's data — the software, design and content — belong to us. The Customer has the right to use Escala for its own business while its service is active; it may not copy, resell or reverse-engineer it.
  • Each side keeps the other's non-public business information confidential and uses it only for the purposes of these terms.
  • Neither side is responsible for a delay or failure caused by events beyond its reasonable control.
  • These terms, together with any written arrangement between us and the Customer, are the whole agreement between us about Escala.
  • If any part of these terms is found invalid, the rest stays in force.
  • We send notices to the Customer's owners and admins by email. The Customer sends notices to us at kenzy@thefoundry.run.

1.14 Contact

Technology Foundry S.A.E., 22B Taha Hussein Street, 8th Floor, Apartment 34, Zamalek, Qasr El Nil, Cairo, Egypt · +20 127 736 6620 · kenzy@thefoundry.run