Terms of Service

1. Agreement and parties

These Terms of Service (the "Terms") are a binding agreement between you, the company or individual that creates an account (the "Customer"), and [Legal entity name: TO BE CONFIRMED BEFORE PUBLICATION] operating the CustBot platform ("CustBot", "we", "us").

By creating an account or using the Service you accept these Terms, the Privacy Policy, the Refund Policy and the Acceptable Use rules in Section 3.

2. The Service

CustBot provides a software-as-a-service platform that deploys AI agents to answer and manage customer conversations on channels such as WhatsApp, Telegram, Instagram, web chat and voice, according to the plan you subscribe to.

We grant you a limited, non-exclusive, non-transferable right to use the Service for your internal business purposes during your subscription.

3. Acceptable use

You must not use CustBot to:

• send unsolicited bulk messages or spam;
• break the policies of WhatsApp, Meta, Telegram or any other channel provider;
• impersonate a government body, a financial institution or any other person;
• run fraud, scams, or any activity that is unlawful;
• process content that is unlawful or that infringes others' rights.

We may suspend an account immediately if it breaks these rules.

4. AI agent responses

Agents answer using the knowledge base and settings you provide. You are responsible for the accuracy of the prices, policies and documents you upload.

AI can make mistakes. The platform includes a confidence check that hands a conversation to a human when confidence is low, but this does not guarantee that every answer is correct.

You must not present AI responses as written by a human where the law requires disclosure, and you are responsible for the messages your agents send on your behalf.

5. Accounts and security

You are responsible for keeping your login credentials secure and for all activity that happens under your account. Tell us promptly at [email protected] if you suspect unauthorised access.

6. Subscriptions, fees and payment

Paid plans are sold and billed through Paddle, our Merchant of Record. Paddle processes payments and collects applicable taxes on our behalf.

Plans renew automatically at the end of each billing period until you cancel the renewal. Cancelling the renewal stops future charges; the Service continues until the end of the period you have already paid for.

Refunds are governed by the Refund Policy.

7. Free trial

New accounts may receive a 14-day free trial without a payment card. Usage limits apply to trials to prevent abuse.

8. Your data and our intellectual property

You keep ownership of your data, including conversations, documents, product information and customer records. You grant us a limited licence to process that data solely to provide the Service to you.

We own the platform, its software, its designs and its documentation.

9. Service availability

We work to keep the Service available and we give advance notice of planned maintenance where possible. Unless a signed Enterprise agreement states a specific service level, we do not guarantee a particular uptime percentage.

10. Disclaimers and limitation of liability

To the maximum extent permitted by law, the Service is provided "as is". Our total liability for any claim is limited to the fees you paid us in the three months before the event that gave rise to the claim.

We are not liable for indirect or consequential losses, lost profits, or losses caused by inaccurate information you supplied or by third-party channel providers.

11. Suspension and termination

You may close your account at any time. We may suspend or terminate an account for breach of these Terms or for non-payment, with notice where reasonably possible.

After termination, your access ends. How we handle your data after termination is described in the Privacy Policy.

12. Changes to these Terms

We may update these Terms. We notify account administrators by email before material changes take effect. Continued use of the Service after the effective date means you accept the updated Terms.

13. Governing law and disputes

These Terms are governed by the laws of [Governing law: TO BE CONFIRMED BEFORE PUBLICATION].

The parties will first try to settle any dispute amicably. If that fails, the dispute goes to the competent courts of that jurisdiction.

14. Contact

For legal questions, write to [email protected].