Terms of Service

1. Acceptance of Terms

Welcome to our AI-powered customer support platform ("Service," "Platform," or "we/us/our"). These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and our company governing your access to and use of our website, applications, APIs, and related services.

By creating an account, accessing, or using our Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you may not access or use our Service.

If you are using our Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms, and "you" refers to both you individually and that organization.

2. Definitions

• "Account" means your registered account to access and use the Service.
• "AI Assistant" or "Chatbot" means the AI-powered conversational agents you create and deploy using our Platform.
• "AI Credits" means the usage-based currency used to measure consumption of AI processing resources.
• "Content" means any text, data, files, documents, images, or other materials uploaded, submitted, or transmitted through the Service.
• "End User" means any individual who interacts with your AI Assistants or live chat agents.
• "Knowledge Base" means the collection of documents, FAQs, and information you upload to train your AI Assistants.
• "Seat" means a licensed user slot that allows one individual to access agent features within your Account.
• "Subscription" means your paid plan (Starter, Growth, Pro, or Enterprise) that determines your access level and included resources.

3. Account Registration

3.1 Eligibility

To use our Service, you must be at least 18 years old and capable of forming a binding contract. By registering, you represent that all information you provide is accurate, current, and complete.

3.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Immediately notifying us of any unauthorized access or security breach
• Ensuring that each Seat is used by only one individual

3.3 Account Types

Accounts may have different roles including Owner, Admin, and User, each with different permission levels. The Account Owner is ultimately responsible for all activity and compliance within the account.

4. Subscriptions & Billing

4.1 Subscription Plans

We offer multiple subscription tiers (Starter, Growth, Pro, Enterprise) with varying features, limits, and pricing. Plan details are available on our pricing page and may be updated from time to time.

4.2 Billing

• Recurring Charges: Subscriptions are billed monthly or annually in advance. By subscribing, you authorize us to charge your payment method on a recurring basis.
• Seats: Additional seats beyond those included in your plan are billed at the per-seat rate for your plan level.
• Usage Charges: AI Credit usage beyond your included allocation is billed at our published overage rates.
• Taxes: Prices exclude applicable taxes, which will be added where required by law.

4.3 Free Trials

We may offer free trial periods. At the end of a trial, your account will automatically convert to a paid subscription unless you cancel before the trial ends. You may be required to provide payment information to start a trial.

4.4 Refunds

Subscription fees are non-refundable except as required by law or as expressly stated in these Terms. Unused AI Credits do not roll over and are not refundable.

4.5 Price Changes

We may change our prices with 30 days' notice. Price changes will take effect at your next billing cycle after the notice period.

5. AI Credits & Usage

5.1 Credit System

AI Credits are consumed when your AI Assistants process conversations, analyze documents, or perform other AI-powered operations. Credit consumption rates vary based on the complexity of operations and are published in our documentation.

5.2 Included Credits

Each subscription plan includes a monthly allocation of AI Credits. These credits reset at the beginning of each billing cycle and do not roll over.

5.3 Overage & Auto-Recharge

If you exhaust your included credits, you may:

• Purchase additional credit packs
• Enable auto-recharge to automatically purchase credits when your balance falls below a threshold
• Experience service limitations until credits are replenished

5.4 Credit Expiration

Purchased credit packs do not expire.

6. Acceptable Use

6.1 Permitted Use

You may use our Service only for lawful purposes and in accordance with these Terms. You agree to use the Service for legitimate business communications, customer support, and related purposes.

6.2 Prohibited Activities

You agree NOT to use the Service to:

• Violate any applicable law, regulation, or third-party rights
• Transmit spam, phishing attempts, or malware
• Engage in fraud, deception, or misleading practices
• Harass, abuse, threaten, or discriminate against any person
• Impersonate any person or entity
• Collect personal information without proper consent
• Distribute illegal, harmful, or objectionable content
• Interfere with or disrupt the Service or its infrastructure
• Attempt to gain unauthorized access to any systems
• Reverse engineer, decompile, or disassemble the Service
• Use the Service to develop a competing product
• Resell or redistribute the Service without authorization
• Circumvent any usage limits or security measures
• Abuse unlimited or high-volume features through automated scripts, excessive API calls, or usage patterns inconsistent with normal business operations
• Use the Service in a manner that places unreasonable load on our infrastructure or degrades service quality for other users
• Generate content that violates our AI use policies

6.3 Fair Use & Resource Abuse

Certain plans include unlimited or high-volume features intended for legitimate business use. We reserve the right to monitor usage patterns and, at our sole discretion, suspend or terminate accounts that exhibit abusive behavior, including but not limited to automated spam, excessive load generation, or usage inconsistent with the Service's intended purpose. No refunds will be issued for accounts terminated due to abuse.

7. AI Services

7.1 Nature of AI

Our AI Assistants use machine learning and natural language processing to generate responses. You acknowledge that:

• AI responses are generated algorithmically and may not always be accurate, complete, or appropriate
• AI Assistants cannot provide professional advice (legal, medical, financial, etc.)
• You are responsible for reviewing and validating AI outputs before relying on them
• AI capabilities and behavior may change as we improve our systems

7.2 AI Training & Your Data

Your Knowledge Base content and conversation data are used to customize AI responses for your specific use case. We do NOT use your proprietary data to train our general AI models without your explicit consent.

7.3 Human Handoff

Our Service includes features for transferring conversations from AI to human agents. You are responsible for ensuring adequate human agent availability and appropriate response times for escalated conversations.

7.4 AI Limitations

You agree not to use AI Assistants to:

• Provide professional advice that requires licensed expertise
• Make automated decisions that significantly affect individuals without human oversight
• Generate false, misleading, or deceptive content
• Create content that infringes intellectual property rights
• Process sensitive personal data without appropriate safeguards

8. Your Data & Content

8.1 Ownership

You retain all ownership rights to your Content. By uploading Content, you grant us a limited, non-exclusive license to use, process, and store your Content solely to provide and improve the Service.

8.2 Responsibility

You are solely responsible for:

• The accuracy and legality of your Content
• Obtaining necessary rights and consents to use and share Content
• Ensuring Content does not infringe third-party rights
• Compliance with data protection laws regarding End User data
• Maintaining appropriate backups of your Content

8.3 Data Processing

We process data in accordance with our Privacy Policy. For accounts processing personal data of EU residents, we offer a Data Processing Agreement (DPA) upon request.

8.4 Data Retention

Chat history retention varies by plan (30 days for Starter, 90 days for Growth, 365 days for Pro/Enterprise). You may export your data at any time. Upon account termination, we will delete your data within 90 days unless legally required to retain it.

9. Intellectual Property

9.1 Our IP

The Service, including its design, features, functionality, and underlying technology, is owned by us and protected by intellectual property laws. These Terms do not grant you any rights to our trademarks, logos, or branding.

9.2 Feedback

If you provide suggestions, ideas, or feedback about our Service, you grant us a perpetual, irrevocable, royalty-free license to use and incorporate such feedback without obligation to you.

9.3 White Labeling

Certain plans permit white labeling features. White labeling rights are limited to the scope specified in your plan and do not transfer any ownership of our underlying technology.

10. Third-Party Services

10.1 Integrations

Our Service may integrate with third-party services (CRMs, payment processors, communication platforms, etc.). Your use of third-party services is governed by their respective terms and privacy policies.

10.2 API Access

If you use our API to integrate with other services, you are responsible for compliance with both our Terms and the terms of any connected services.

10.3 No Endorsement

Integration availability does not constitute endorsement of third-party services. We are not responsible for the functionality, security, or practices of third-party services.

11. Disclaimers & Warranties

We do not warrant that:

• The Service will be uninterrupted, secure, or error-free
• Results obtained from the Service will be accurate or reliable
• The Service will meet your specific requirements
• Any defects will be corrected
• AI responses will be accurate, appropriate, or complete

12. Limitation of Liability

Some jurisdictions do not allow limitation of liability for certain damages, so some of the above limitations may not apply to you.

13. Indemnification

You agree to indemnify, defend, and hold harmless our company, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable attorneys' fees) arising from:

• Your use of the Service
• Your Content or End User data
• Your violation of these Terms
• Your violation of any applicable laws or third-party rights
• Any claims by your End Users

14. Termination

14.1 By You

You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of your current billing period. You remain responsible for all charges incurred before cancellation.

14.2 By Us

We may suspend or terminate your account:

• For Cause: Immediately if you breach these Terms, engage in prohibited activities, or pose a risk to us or other users
• For Convenience: With 30 days' notice for any reason
• For Non-Payment: After 15 days of failed payment attempts

14.3 Effect of Termination

Upon termination:

• Your access to the Service will cease
• Your AI Assistants will stop responding to End Users
• You may request export of your data within 30 days
• We will delete your data within 90 days (unless legally required to retain)
• Accrued payment obligations survive termination
• Provisions that by their nature should survive will remain in effect

15. Dispute Resolution

15.1 Informal Resolution

Before filing any formal dispute, you agree to contact us and attempt to resolve the matter informally for at least 30 days.

15.2 Arbitration Agreement

Any dispute arising from these Terms or the Service shall be resolved through binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, except that you may assert individual claims in small claims court if eligible.

15.3 Class Action Waiver

YOU AGREE THAT ANY DISPUTE RESOLUTION WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION.

15.4 Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles.

15.5 Exceptions

Notwithstanding the above, either party may seek injunctive relief in any court of competent jurisdiction to protect intellectual property rights.

16. General Provisions

16.1 Entire Agreement

These Terms, together with our Privacy Policy and any applicable DPA, constitute the entire agreement between you and us regarding the Service.

16.2 Modifications

We may modify these Terms at any time. Material changes will be notified via email or prominent notice on our website at least 30 days before taking effect. Continued use after changes constitutes acceptance.

16.3 Severability

If any provision of these Terms is found unenforceable, the remaining provisions will continue in full force and effect.

16.4 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

16.5 Assignment

You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

16.6 Force Majeure

We are not liable for delays or failures resulting from circumstances beyond our reasonable control, including natural disasters, war, terrorism, strikes, or infrastructure failures.

16.7 Notices

We may provide notices via email to your registered address or through the Service. You may provide notices to us at the contact information below.

17. Contact Information

For questions about these Terms, please contact us: