KORA Terms of Service

Version v1.1 — Authoritative English text

Effective Date: 1 August 2026　Last Updated: 12 August 2026

This English version is the authoritative text of these Terms. In the event of any discrepancy between the English and Chinese versions, the English version shall prevail (see Clause 15.8).

1. Definitions and Contracting Parties

1.1 These Terms of Service (the "Terms") are entered into between We Aries Group Limited, a limited company incorporated in Hong Kong operating under the "KORA" brand (the "Company", "we" or "us"), and the entity that registers to use the Service (the "Customer" or "you"). KORA is a product under the AR Phoenix Technology Limited brand; the contracting and invoicing party under these Terms is, however, We Aries Group Limited.

1.2 The "Service" means the KORA artificial intelligence customer service platform, comprising: (a) the AI chat window that may be embedded in the Customer's website (the "Widget"); (b) the administrative back office made available to the Customer (the "Admin Dashboard"), covering the knowledge base, AI behaviour configuration (including the rules and skills layers), conversation records and publishing tools; and (c) the related APIs and ancillary services.

1.3 "Customer Content" means all data uploaded to or entered into the Service by the Customer, including knowledge base documents, supplementary knowledge entries, brand materials, AI behaviour configurations and other content.

1.4 "End User" means any person who converses with the AI through the Widget on the Customer's website.

1.5 "AI Output" means any reply or draft content generated by the Service using artificial intelligence models in response to input from an End User or from the Customer.

1.6 "Authorised User" means an employee, contractor or agent of the Customer who is authorised by the Customer to use the Service under individual login credentials. The Customer shall ensure that its Authorised Users comply with these Terms; the acts and omissions of an Authorised User shall be deemed to be those of the Customer.

2. Description of the Service

2.1 The Service uses retrieval-augmented generation ("RAG") technology to generate AI customer service replies based on the Customer's knowledge base content.

2.2 The Service is provided on an "as is" and "as available" basis. The Company will use commercially reasonable efforts to keep the Service available, but does not warrant that the Service will be uninterrupted or error-free or that it will achieve any particular level of availability, and does not commit to any service level agreement (SLA).

2.3 The Company may update, modify or enhance the features of the Service from time to time without prior notice. Where a material feature is to be removed, the Company will notify the Customer by reasonable means.

3. Account Registration and Eligibility

3.1 The Service is available to businesses and organisations only and is not directed at individual consumers. The person registering represents and warrants that: (a) they have authority to accept these Terms on behalf of the Customer; and (b) the information provided on registration is true, accurate and complete, and will be updated promptly if it changes.

3.2 The Customer shall keep its account login credentials secure and shall not share them with any person other than an Authorised User. All activity conducted through the Customer's account shall be deemed to be that of the Customer. If the Customer becomes aware of any unauthorised use, it shall notify the Company immediately (aikora@arphoenix.com).

4. Trial, Subscription, Fees and Payment

4.1 Fourteen-day free trial. A new Customer must provide valid credit card details on registration, but will not be charged any fee during the trial period. Registration is completed only once the Customer has submitted valid credit card details through the third-party payment service provider Stripe, Inc. and Stripe has confirmed that submission to the Company; a Customer who leaves the Stripe payment page before that point has not completed registration and no account will be opened. The "Trial Period" begins at the moment registration is completed and expires at the same time (Hong Kong time) on the fourteenth (14th) day thereafter. Each Customer may take a free trial once only; the Company may refuse a trial application that is evidently a duplicate registration.

4.2 Automatic conversion to a paid subscription. Unless the Customer cancels its subscription before the Trial Period expires (through the Admin Dashboard or by email to aikora@arphoenix.com), the Company will, upon expiry of the Trial Period, automatically charge the first instalment of fees to the Customer's credit card under the subscription plan that the Customer selected during registration and the price of which was displayed to the Customer, and will thereafter renew the subscription automatically on the billing cycle selected (monthly or annual). A Customer who cancels during the Trial Period will not be charged any fee.

The Company will generally send a reminder to the Customer's registered email address before the Trial Period expires that charging is about to begin (and likewise before an annual subscription renews). However, the Customer was informed at registration of the length of the Trial Period and of the automatic charging arrangement upon its expiry, and any such reminder is purely an additional courtesy on the part of the Company and does not constitute an obligation of the Company. The Customer is responsible for noting the expiry date of the Trial Period and for cancelling before that date. Any failure by the Company to send a reminder, and any failure by the Customer to receive a reminder for any reason (including failure of email delivery, classification as spam by an email service provider, or a registered email address that is invalid or incorrect), shall not affect the effectiveness of the automatic charging and automatic renewal under this Clause, and shall not constitute a breach by the Company or give rise to any liability on its part.

4.3 Subscription plans. The features, usage limits and prices of each plan (for example, Business) are set out on the Company's pricing page (kora.arphoenix.com/pricing); the version applicable to a particular Customer is determined in accordance with Clause 4.9. Where usage exceeds a plan's limits, the Service may suspend the relevant features or prompt an upgrade.

4.4 Price adjustments. The Company may adjust subscription prices and will give notice by email or through the Admin Dashboard at least thirty (30) days before a new price takes effect. A price adjustment does not affect the Customer's current Subscription Period: the Customer's current period will in every case run to its end at the price locked in at the time of subscription (see Clause 4.9), and a new price may take effect no earlier than the commencement of that Customer's next Subscription Period. A Customer who does not accept the new price may cancel its subscription before that period begins.

4.5 Late payment and arrears. If a charge cannot be collected, whether because a credit card has expired or for any other reason, the Company may suspend the Service on reasonable notice until payment has been made.

4.6 Refunds. Except as otherwise provided in these Terms or required by applicable law, fees already paid are non-refundable. Cancellation takes effect at the end of the current paid period, and no pro-rata refund is given for the remainder of that period.

4.7 Invoices are issued and payments collected by We Aries Group Limited. Payments and subscriptions are processed by the third-party payment service provider Stripe, Inc.; credit card details are collected directly by Stripe and the Company does not store full card numbers.

4.8 Currency and taxes. Fees are quoted and charged in the currency selected by the Customer on registration (United States dollars or Hong Kong dollars). Unless otherwise stated, quoted prices are exclusive of any taxes, levies or duties. Where any tax authority imposes tax in respect of the Customer's purchase of the Service (other than tax payable by the Company on its own income), that tax shall be borne by the Customer. If applicable law requires the Customer to withhold any amount from a payment, the Customer shall increase the payment so that the amount actually received by the Company equals the amount that would have been received had no withholding been required. Any handling fees, cross-border transaction fees or currency conversion differences charged by the Customer's bank or card issuer shall be borne by the Customer.

4.9 Lock-in at the time of subscription. For the purposes of these Terms, "Subscription Period" means the period covered by the fees that the Customer has paid — one month for a monthly subscription, and one year for an annual subscription.

The price, usage limits and included features of the plan purchased by the Customer are determined by the version of the Company's pricing page published on the day the Customer completes its subscription, and are locked in and remain unchanged for that Subscription Period. Regardless of how the Company may subsequently adjust prices or plan contents, the Customer's current Subscription Period will in every case run to its end on the price and plan contents so locked in. A new price or new plan content may apply no earlier than that Customer's next Subscription Period (that is, upon renewal), and is subject to the notice requirements of Clause 4.4.

Any subsequent change made by the Company to the pricing page (including a change arising from a promotion, plan restructuring, feature adjustment or price change) that takes effect after the Customer has completed its subscription shall not affect the agreement then concluded with that Customer. For the avoidance of doubt, an update to the pricing page does not of itself constitute a price adjustment for any existing Customer.

4.10 Enterprise plans. The scope of service, price, usage limits, payment arrangements and service levels of an Enterprise plan are set out in a separate agreement entered into between the Company and the Customer, and are not limited by the contents of the pricing page. In the event of any conflict between that separate agreement and these Terms, that agreement shall prevail in respect of that Customer.

5. Customer Content and Knowledge Base

5.1 All rights in Customer Content remain with the Customer. The Customer grants the Company a non-exclusive, worldwide, royalty-free licence, solely for the purposes of providing, maintaining and improving the Service, to store, reproduce, index (including by vectorisation/embedding), retrieve and process Customer Content. The limits on the Company's use of Customer Content and of End User conversation content are set out in Clause 5.5.

5.2 The Customer represents and warrants that it holds all rights necessary to upload the Customer Content, and that the Customer Content does not infringe the intellectual property, privacy or other rights of any third party and does not contravene any applicable law.

5.3 The Customer understands that knowledge base content is applied to the live Widget only after it has passed through the "test and publish" workflow; responsibility for managing draft and published content rests with the Customer.

5.4 Customer to retain its own copies. The Customer should retain its own copies of its Customer Content. Given that under Clause 11.4(c) the Company is under no obligation to provide a data export following termination, the Customer is advised to keep its own backups of important knowledge base documents and records during the subscription. As regards conversation records, please also note the thirty-day retention period set out in Clause 5.6.

5.5 Service improvement and artificial intelligence models.

(a) No training of language models. The Company will not use Customer Content or End User conversation content to train, fine-tune or otherwise modify any large language model or general-purpose artificial intelligence model, whether that model is owned by the Company or by any third party. The language models used by the Service are supplied by third-party providers; the data of the Customer and of its End Users will not become training data for those models and will not be incorporated into their model parameters.

In the interest of transparency, the Company discloses the following: the service improvements described in Clause 5.5(c) may include building or tuning auxiliary classification models (for example, a router that determines the intent of a query, or a safety filter that detects inappropriate content). Such models are not language models; they do not generate reply content and do not store or reproduce the text of any conversation. They are built and tuned using only data processed in accordance with Clause 5.5(c).

(b) Tenant-scoped service improvement. The Company may use a particular Customer's Customer Content and the conversation records of that Customer's End Users to improve the performance of the Service for that Customer itself — for example, to build a library of good reply examples specific to that Customer, or to refine that Customer's intent routing and reply rules. Such uses are confined to that Customer's own tenant.

(c) De-identified improvement of the Service as a whole. The Company may use de-identified conversation data to improve the overall quality of the Service, including refining system instructions and reply logic, improving the accuracy of intent routing, and building automated safety filtering mechanisms and quality test sets.

(i) De-identification. The Company will remove names, contact details, identity document and travel document numbers, account and payment card numbers, addresses, and other information that identifies an individual, and will take reasonable steps so that the remaining content cannot practicably be traced back to any individual. To the extent that such data is in fact no longer capable of identifying any individual, it ceases to be regulated by the Personal Data (Privacy) Ordinance.

(ii) Protection of commercial confidential information. The Company will extract from such data only patterns of linguistic expression, categories of query intent and reply quality signals, for the purpose of improving the Service. The Company will not use any Customer's commercially sensitive information (including its pricing, costs, internal processes, customer lists, unreleased product information or business strategies) to improve the service provided to other customers, nor will it allow such information to become obtainable by other customers through the Service. The confidentiality obligations in Clause 8.4 continue to apply in this respect and are not discharged by de-identification.

(iii) Retention. A de-identified dataset produced under this paragraph, because it no longer contains information that identifies an individual, is not subject to the thirty-day limit in Clause 5.6 or the ninety-day limit in Clause 11.4(d); provided that the de-identification must be completed before the conversation concerned is purged under Clause 5.6 — that is, within thirty days after the end of the conversation.

(d) Cross-tenant isolation. For the avoidance of doubt, no Customer's Customer Content and no identifiable conversation content will be used to generate replies displayed to any other customer or to that other customer's End Users. The confidentiality obligations in Clause 8.4 and the multi-tenant isolation design of the Service apply in this respect.

(e) Notice to End Users. The Company builds into the Widget a notice which is displayed to End Users before a conversation begins, explaining that the conversation is supported by KORA (We Aries Group Limited) as a third-party service provider, that its content is recorded, and that the content may be used in de-identified form to improve the Service. The Customer shall not remove, conceal or modify that notice such that it is no longer clearly displayed to End Users before a conversation begins.

(f) Customer contact information excluded. The Customer's account and registration information (including contact names, corporate email addresses and job titles) will not be used for any of the service improvement purposes described in this Clause.

5.6 Retention period for conversation records. Conversation records of End Users (including End User messages and AI replies) are retained for no more than thirty (30) days from the end of the conversation concerned, after which they are automatically purged by the system, whether or not these Terms remain in force. This is a uniform platform-level setting. A Customer that needs to retain conversation records for a longer period should review and separately keep its own copies through the Admin Dashboard.

Aggregate statistics and quality scores derived from conversations that do not contain information identifying an individual, and de-identified datasets processed under Clause 5.5(c), are not subject to the thirty-day limit in this Clause.

6. Disclaimer Regarding AI Output

6.1 AI Output is generated automatically by artificial intelligence models and may be inaccurate, incomplete or inconsistent with the Customer's knowledge base. The Company gives no warranty as to the accuracy, completeness or fitness for purpose of AI Output.

6.2 AI Output does not constitute legal, medical, financial, tax or other professional advice. The Customer should not treat AI Output as a substitute for the judgement of a qualified professional.

6.3 The Customer is responsible for reviewing the compliance of AI Output within its own industry (in particular regulated industries such as healthcare and financial services), and should make full use of the rules layer, skills layer and testing features provided by the Service to configure reply behaviour that meets its compliance requirements.

6.4 The Customer is responsible to its End Users for all content displayed to them through its Widget, including AI Output. The Widget of the Service has a built-in notice displayed to End Users (see Clause 5.5(e)) which the Customer shall not remove; and the Customer shall, in accordance with Clause 9.2, make privacy disclosures compliant with applicable law in respect of its own collection of End Users' personal data.

7. Acceptable Use

The Customer shall not, and shall not permit any third party to:

8. Intellectual Property and Confidentiality

8.1 All intellectual property rights in the Service (including its software, platform architecture, model orchestration, interface design, trade marks and documentation) belong to the Company or its licensors. Save as expressly granted in these Terms, no rights are granted to the Customer.

8.2 Rights in Customer Content belong to the Customer (see Clause 5).

8.3 If the Customer provides the Company with comments, suggestions or improvement proposals ("Feedback"), the Company may freely use that Feedback to improve its products, without any payment to, or obligation towards, the Customer.

8.4 Confidentiality. Each party undertakes, in respect of the other party's non-public information (including commercial information, prices and business processes contained in Customer Content, and the Company's non-public technical information; "Confidential Information"): (a) to use it solely for the purpose of performing these Terms (save for the uses permitted to the Company under Clause 5.5(c), which nonetheless remain subject to the restrictions on commercial confidential information in sub-paragraph (ii) of that Clause); and (b) to keep it confidential with reasonable care and not to disclose it to third parties (other than as required by law, or to service providers bound by obligations of confidentiality for the purpose of providing the Service). This obligation survives termination of these Terms until the information concerned enters the public domain otherwise than through a breach of these Terms.

9. Data Protection

9.1 The Company handles personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486 of the Laws of Hong Kong) and the Company's Privacy Policy. The Privacy Policy forms part of these Terms.

9.2 In respect of personal data provided by End Users in Widget conversations, the Customer is the data user and the Company processes that data only on the Customer's behalf and in accordance with its configuration. The Customer shall ensure that it makes its own privacy disclosures to End Users in compliance with applicable law.

9.3 Each party shall comply with the personal data protection laws applicable to it.

9.4 In respect of End Users' personal data processed on the Customer's behalf, the Company undertakes: (a) to process it only in accordance with the Customer's configuration and instructions and for the purpose of providing the Service (save for the service improvement purposes described in Clauses 5.5(b) and 5.5(c)); (b) to apply security measures consistent with Clause 8.4 and the Privacy Policy; and (c) to provide such assistance as is practicable where reasonably requested by the Customer in order to respond to an End User's data access or correction request. Where the Customer requires it for its own compliance purposes, the parties may enter into a separate data processing addendum.

10. Third-Party Services

10.1 The Service relies on third-party infrastructure and services, including Amazon Web Services (cloud storage and AI model inference), third-party payment service providers and website analytics services. The availability of such third-party services is not entirely within the Company's control.

10.2 Integration of the Customer's website with the Widget must comply with the Customer's agreements with its own service providers.

11. Term, Termination and Suspension

11.1 These Terms take effect upon the Customer's registration and continue until terminated in accordance with these Terms.

11.2 Termination by the Customer. The Customer may cancel its subscription at any time through the Admin Dashboard or by email (aikora@arphoenix.com); cancellation takes effect at the end of the current paid period (cancellation during the Trial Period takes effect immediately and no fee is charged).

11.3 Termination or suspension by the Company. If the Customer breaches these Terms (including by non-payment or by breach of the acceptable use provisions in Clause 7), the Company may suspend or terminate the Service on reasonable notice; in the case of a serious or irremediable breach, the Company may suspend or terminate immediately.

11.4 Handling of data after termination.

(a) Termination Effective Date. For the purposes of these Terms, the "Termination Effective Date" means: (i) where the Customer cancels under Clause 11.2, the day on which the current paid period expires — the Customer may continue to use the Service as normal until that day, and will not receive any refund in respect of the unused part of that period; provided that where the Customer cancels during the Trial Period, the Termination Effective Date is the day of cancellation; (ii) where the Company suspends or terminates under Clause 11.3, the day specified in the Company's notice; (iii) where the Company discontinues the Service under Clause 11.6, the discontinuation date specified in the notice under that Clause or, if the method under Clause 11.6(b) is adopted, the day on which that Customer's then-current subscription period expires; and (iv) where either party terminates under Clause 15.5 (force majeure), the day specified under that Clause.

(b) From the Termination Effective Date, the access of the Customer and its Authorised Users to the Service and to Customer Content ceases.

(c) The Company is under no obligation to provide the Customer with an export of Customer Content or conversation records (see also Clause 5.4).

(d) Post-termination retention. The Company will retain the Customer's account information and Customer Content for no more than ninety (90) days from the Termination Effective Date, and only for the following compliance purposes: (i) system backup and disaster recovery; (ii) completing settlement, invoicing, tax and accounting records; (iii) handling or defending any unresolved dispute, claim or complaint; and (iv) responding to a lawful requirement of law, a court order or a regulatory authority. During that ninety-day period, the Company will not use such data for any other purpose. Upon expiry, the Company will delete or anonymise it, save where applicable law requires a longer retention period (for example, tax and accounting records).

Conversation records are not covered by this ninety-day period. They are governed solely by the thirty-day rolling period in Clause 5.6, which is not extended by termination. Any conversation record still in existence on the Termination Effective Date is therefore purged no later than the thirtieth (30th) day after that date, and in every case before the ninety-day period in this paragraph expires.

Accordingly, what the Company holds after termination consists only of: (i) account and registration information; (ii) Customer Content — knowledge base documents, supplementary knowledge entries, brand materials, and rules-layer and skills-layer configuration; and (iii) conversation records from at most the thirty days preceding the Termination Effective Date, which are then purged as described above. No conversation record survives beyond thirty days after the Termination Effective Date for any purpose, including the compliance purposes listed in this paragraph.

11.5 Security incidents and emergency maintenance. Where the Company reasonably considers it necessary in order to respond to a security incident, to prevent harm to the Service or to other customers, or to carry out emergency maintenance, the Company may suspend the Service or any part of it immediately, and will notify the Customer as soon as practicable. The Company will use reasonable efforts to minimise the duration and scope of any such suspension.

11.6 Discontinuation of the Service. Save as otherwise provided in Clause 15.5 (force majeure), if the Company decides to cease providing the Service entirely (including as a result of a business transfer, reorganisation or discontinuation), it may terminate these Terms upon ninety (90) days' prior notice by email to all customers. This Clause may be exercised only in respect of all customers of the Service together, and may not be exercised against an individual Customer. The Company will deal with the unexpired subscription periods of affected customers by one of the following methods, and will state the method adopted in the notice referred to above:

(a) Pro-rata refund — terminating the Service on the discontinuation date specified in the notice, and refunding on a pro-rata basis the fees paid by the Customer in respect of the subscription period for which the Service can no longer be provided after the discontinuation date; or

(b) Service until expiry — continuing to provide the Service to the Customer until that Customer's then-current subscription period expires, after which it will not be renewed; no refund is given in this case.

This Clause does not affect the provisions of Clause 11.4 regarding the handling of data after termination.

11.7 Clauses 4 (in respect of payment obligations accrued before termination), 5.4, 5.5, 5.6, 6, 8, 9, 11.4, 11.6 (the pro-rata refund obligation), 12, 14 and 15 survive termination.

12. Limitation of Liability and Indemnity

12.1 To the maximum extent permitted by applicable law, the Company's aggregate liability for all claims arising out of or in connection with these Terms or the Service is limited to the greater of (a) the total fees paid by the Customer to the Company in the twelve (12) months preceding the event giving rise to the claim and (b) one thousand Hong Kong dollars (HK$1,000).

12.2 To the maximum extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, special, punitive or consequential loss (including loss of profits, loss of business, loss of goodwill or loss of data), whether in contract, tort or under any other legal theory.

12.3 Nothing in these Terms excludes or limits any liability that may not be excluded or limited at law (including liability for death or personal injury caused by negligence, or for fraud).

12.4 The Customer shall indemnify the Company against claims, losses and expenses (including reasonable legal costs) suffered by the Company arising out of: (a) Customer Content; (b) the Customer's breach of Clause 5.2 or Clause 7; or (c) use of the Service by the Customer or its End Users in contravention of applicable law.

13. Amendments to these Terms

13.1 The Company may amend these Terms from time to time. Material amendments will be notified to the Customer by email or through the Admin Dashboard at least thirty (30) days before they take effect. The Customer's continued use of the Service after an amendment takes effect constitutes acceptance of the amended Terms; a Customer that does not accept an amendment may cancel its subscription before it takes effect.

14. Governing Law and Dispute Resolution

14.1 These Terms are governed by and shall be construed in accordance with the laws of the Hong Kong Special Administrative Region.

14.2 The parties agree to submit to the exclusive jurisdiction of the courts of Hong Kong in respect of any dispute arising out of or in connection with these Terms or the Service.

15. Miscellaneous

15.1 Entire agreement and order of precedence. These Terms (together with the Privacy Policy, and the version of the pricing page determined under Clause 4.9 to be applicable to the Customer) constitute the entire agreement between the parties in respect of the Service and supersede all prior oral or written agreements, representations and understandings. In the event of any conflict between these Terms and the pricing page, the Company's website or any marketing materials, these Terms shall prevail; provided that the prices, usage limits and included features of each subscription plan shall be as determined under Clause 4.9. As regards Enterprise plans, see also Clause 4.10.

15.2 Severability. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in force.

15.3 No waiver. A failure or delay by either party in exercising any right does not constitute a waiver of that right.

15.4 Assignment. The Customer may not assign its rights or obligations under these Terms without the Company's prior written consent; the Company may assign these Terms in connection with a group reorganisation, merger or business transfer.

15.5 Force majeure. Neither party shall be liable for any delay in or failure to perform its obligations under these Terms caused by an event beyond its reasonable control (including acts of God, fire, flood, typhoon, epidemic, war, terrorism, an order of a government or regulatory authority, failure of electricity or telecommunications, failure of the internet or of a third-party cloud service provider, or strikes or labour disputes); provided that payment obligations are not subject to this Clause. The affected party shall notify the other party as soon as practicable and shall use reasonable efforts to mitigate the effects. If such an event continues for more than thirty (30) days, either party may terminate these Terms by written notice, and the Company will refund on a pro-rata basis the fees paid by the Customer in respect of the unused subscription period.

15.6 Third party rights. The Contracts (Rights of Third Parties) Ordinance (Cap. 623 of the Laws of Hong Kong) does not apply to these Terms. No person who is not a party to these Terms has any right to enforce any of their provisions.

15.7 Notices. Notices from the Company to the Customer may be given to the Customer's registered email address or by announcement within the Admin Dashboard, and are deemed served on the day they are given; the Customer is responsible for keeping its registered email address valid and up to date. Notices from the Customer to the Company must be sent by email to aikora@arphoenix.com, and are deemed served on the Company's acknowledgement of receipt or on the next Hong Kong business day after sending, whichever is the earlier. For the avoidance of doubt, a cancellation notice given by the Customer under Clause 4.2 or Clause 11.2 takes effect by reference to the time at which the Customer sends the email, and is not postponed by any delay in the Company's acknowledgement.

15.8 Language. These Terms are prepared in English and in Chinese. In the event of any discrepancy or inconsistency between the two versions, the English version shall prevail; the Chinese version is provided for reference only.

15.9 Contact. For enquiries regarding these Terms, please contact: aikora@arphoenix.com.