Terms of Service

These Terms of Service (“Terms”) govern access to Chap-AI, the customer-support software service available at chap-ai.com. Chap-AI is the operating brand and service provider referred to as “Chap-AI”, “we”, “us”, or “our”. By creating an account, accepting an invitation, purchasing a subscription, or using the service, you agree to these Terms.

1. Who may use Chap-AI

You must be at least 18 years old and able to enter a binding agreement. If you use Chap-AI for an organization, you confirm that you have authority to bind that organization. You must provide accurate account and billing information and keep it current.

2. The service

Chap-AI provides a shared inbox, channel connections, customer-conversation tools, knowledge-base features, AI-assisted drafts or replies, and human takeover controls. Pilot access may include guided onboarding, usage limits, monitoring, and features identified as preview or experimental. We may improve or replace features while preserving the core purpose of a paid plan.

3. Accounts and security

You are responsible for safeguarding credentials, limiting team access to authorized people, and promptly notifying us through the contact form of suspected misuse. You are responsible for activity performed through your workspace unless caused by our failure to use reasonable security measures.

4. Customer data and lawful use

You retain ownership of business content and customer communications submitted to Chap-AI. You grant us a limited right to host, transmit, process, and back up that content only as needed to provide, secure, support, and improve the service and comply with law.

You must have a lawful basis to collect and use your customers’ data and to connect each messaging channel. You must provide any notices and obtain any consents required by applicable privacy, marketing, telecommunications, and consumer laws.

5. AI-assisted output

AI output can be incomplete or incorrect. You decide whether to use automatic replies or review drafts, and you remain responsible for messages sent from your workspace. Chap-AI must not be used as a substitute for professional legal, medical, financial, emergency, or other high-stakes advice.

6. Acceptable use

You may not use Chap-AI to break the law, infringe rights, send spam or deceptive communications, distribute malware, evade channel rules, probe or disrupt systems, access another customer’s data, resell access without written permission, or train or benchmark competing systems through automated extraction. We may investigate and restrict activity reasonably believed to threaten customers, third parties, or the service.

7. Third-party services

Channel, AI, authentication, hosting, email, and payment providers operate under their own terms. Their availability and policies can affect Chap-AI features. You authorize us to exchange the data necessary to provide integrations you enable.

8. Trials, prices, and payment

Current standard pilot pricing and included limits appear on the Pricing page. Trial length, currency, billing interval, taxes, renewal details, and the payment provider's applicable terms are displayed before a paid order. Our payment provider handles secure checkout, payment receipts, and payment processing.

Subscriptions renew for the disclosed billing interval until canceled. A cancellation applies at the end of the current paid period unless mandatory law or the checkout terms require otherwise. Failed or reversed payments may result in restricted or suspended access.

9. Refunds

Refund requests are governed by our Refund Policy and any mandatory consumer rights. Approved refunds are returned to the original payment method through the payment provider.

10. Intellectual property

Chap-AI and its software, design, documentation, and branding remain our property or that of our licensors. These Terms give you a limited, non-exclusive, non-transferable right to use the service during an authorized trial or subscription. Feedback may be used without restriction or payment, but we will not identify you publicly without permission.

11. Confidentiality

Each party must protect the other party’s non-public business information using reasonable care and use it only for the relationship under these Terms. This does not cover information that becomes public without breach, was already lawfully known, is independently developed, or must be disclosed by law.

12. Availability and changes

We aim to provide a reliable service but do not promise uninterrupted operation or a service-level agreement unless one is signed separately. Maintenance, security events, channel-provider changes, and internet failures may cause interruptions. We may make reasonable changes to protect the service, comply with law, or improve functionality.

13. Suspension and termination

You may stop using the service and request cancellation. We may suspend or terminate access for material breach, unlawful or dangerous activity, non-payment, or a security threat. Where practical, we will provide notice and an opportunity to cure. Sections intended by their nature to survive termination will remain effective.

14. Disclaimers and liability

To the extent permitted by law, the service is provided “as is” and “as available”, and implied warranties are excluded. Neither party is liable for indirect, incidental, special, punitive, or consequential loss, or lost profits, revenue, goodwill, or data. Our aggregate liability arising from the service will not exceed the amount you paid for Chap-AI during the six months before the event giving rise to the claim. These limits do not apply where liability cannot lawfully be limited.

15. Governing law and disputes

These Terms are governed by the laws of Kenya, without regard to conflict-of-law rules, while preserving any mandatory consumer protections that apply to you. Before filing a claim, each party should give the other written notice through the contact form and allow 30 days for a good-faith attempt to resolve it.

16. Changes and contact

We may update these Terms prospectively. Material changes will be posted here with a new effective date and, where appropriate, notified in the service. Questions or legal notices can be sent through our public contact form.