Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client", "you", "your") and Respondable AI ("Respondable", "we", "us", "our"), governing your access to and use of the Respondable platform, including our websites, dashboard, APIs, chat widget, and related services (collectively, the "Service").

By creating an account, accessing the dashboard, deploying our chat widget on your website, or otherwise using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

If you are entering into these Terms on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind that entity. If you do not have such authority, or if you do not agree with these Terms, you must not use the Service.

Respondable provides a multi-tenant software-as-a-service (SaaS) platform that enables businesses to deploy AI-powered chatbots on their websites. The Service includes:

• Website Crawling and Indexing: Automated crawling of your designated website domains to extract and process textual content for use in AI responses.
• Vector Embeddings: Conversion of your content into numerical vector representations stored in a vector database (currently Qdrant) to enable semantic search and retrieval.
• AI Chat Widget: An embeddable chat interface that uses large language models (LLMs) to generate contextual responses based on your indexed content.
• Knowledge Base Management: Tools to manually add, edit, and manage supplementary knowledge entries.
• Dashboard: A web interface for configuring your chatbot, managing domains, viewing analytics, and administering your account.
• Lead Capture: Optional collection of visitor contact information before chat sessions (subject to plan availability).

The specific features, limits, and capabilities available to you depend on your subscription plan.

Important: The Service uses artificial intelligence, including third-party large language models (such as OpenAI's GPT models), to generate responses. You acknowledge and agree that:

• No Guarantee of Accuracy: AI-generated responses may contain errors, inaccuracies, or outdated information. Responses are generated based on patterns in training data and your indexed content, not verified facts.
• Not Professional Advice: AI responses do not constitute legal, medical, financial, or other professional advice. Users should consult qualified professionals for such matters.
• Potential for Hallucination: AI models may occasionally generate plausible-sounding but incorrect or fabricated information ("hallucinations").
• Content Quality Depends on Input: The quality and accuracy of responses depend on the quality and completeness of your indexed content.
• Third-Party Dependencies: We rely on third-party AI providers (including OpenAI). Changes to their services, policies, or availability may affect the Service.

You are solely responsible for reviewing AI-generated responses for accuracy before relying on them and for any consequences of presenting such responses to your end users.

• You must provide accurate, current, and complete registration information.
• You are responsible for maintaining the confidentiality of your account credentials and API keys.
• You are responsible for all activities that occur under your account, including actions by any team members or users you invite.
• You must be at least 18 years old (or the age of legal majority in your jurisdiction) to create an account.
• You must notify us immediately of any unauthorized use of your account or any other security breach.
• One account per individual or organization. Creating multiple accounts to circumvent limits or for abusive purposes is prohibited.

By using the Service, you authorize us to:

• Crawl Your Websites: Access and retrieve publicly accessible content from the domains you configure, respecting robots.txt directives where technically feasible.
• Process and Index Content: Extract text, generate vector embeddings, and store processed representations of your content in our databases.
• Store Metadata and Logs: Retain metadata about indexed pages, conversation logs (including visitor messages and AI responses), and usage analytics.
• Use Third-Party Services: Transmit your content to third-party AI providers (such as OpenAI) for embedding generation and response generation.

Your Obligations: You represent and warrant that you have the right to index and process all content on the domains you configure, and that such content does not infringe any third-party intellectual property rights.

Data Retention: We retain indexed content, embeddings, and conversation logs for the duration of your subscription. Upon account termination, we will delete or anonymise your data within a reasonable period, except where retention is required by law or for legitimate business purposes.

6.1 Subscription Plans

The Service is offered under various subscription plans, each with defined limits on domains, indexed pages, monthly conversations, and features. Current plan details are available on our pricing page.

6.2 Free Trial

New accounts may receive a free trial period with limited functionality. Trial duration and terms are as displayed at the time of registration. At trial expiration, certain features may be paused until you subscribe to a paid plan.

6.3 Paid Subscriptions

• Paid subscriptions are billed monthly or annually in advance via Stripe.
• Subscriptions renew automatically unless cancelled before the renewal date.
• You can cancel anytime through the dashboard; cancellation takes effect at the end of the current billing period.
• Fees are non-refundable except where required by applicable law.

6.4 Plan Changes

• Upgrades: Take effect immediately. You will be charged a prorated amount for the remainder of your billing cycle. New limits and features are available instantly.
• Downgrades: Take effect at the next billing cycle. If your current usage exceeds the new plan's limits, excess content will be paused (not deleted) until you reduce usage or upgrade.

6.5 Limit Enforcement

If you exceed your plan limits (pages, domains, or conversations), we may pause indexing, limit chat functionality, or prompt you to upgrade. We will not delete your content solely due to exceeding limits.

7.1 Prohibited Activities

You agree not to use the Service to:

• Violate any applicable laws, regulations, or third-party rights.
• Index, process, or distribute content that is unlawful, defamatory, obscene, or harmful.
• Attempt to circumvent usage limits, authentication, or security measures.
• Reverse engineer, decompile, or attempt to extract source code from the Service.
• Use automated tools to abuse the Service (e.g., excessive API calls, denial-of-service attacks).
• Resell, redistribute, or white-label the Service without a written reseller agreement.
• Use the Service to generate spam, phishing content, malware, or other harmful outputs.
• Misrepresent AI-generated responses as human-authored professional advice where doing so would be illegal or harmful.

7.2 Enforcement and Account Actions

Respondable AI reserves the right to suspend, restrict, or permanently block access for any client who misuses the system, violates these acceptable use policies, or engages in conduct that we reasonably determine to be harmful to the Service, other users, or third parties.

Enforcement actions may include, but are not limited to:

• Warnings: Notice of policy violation with opportunity to remedy.
• Temporary suspension: Restricted access while we investigate potential violations.
• Feature restrictions: Limiting specific functionality (e.g., chat, indexing) while account remains active.
• Permanent termination: Immediate and irreversible account closure for severe or repeated violations.

We review potential violations on an ongoing basis and may take action at any time. The severity of the response will be proportional to the nature and impact of the violation. In cases of serious abuse, illegal activity, or imminent harm, we may act immediately without prior notice.

You acknowledge that enforcement decisions are made at our sole discretion, and we are not obligated to provide detailed justification for individual actions, although we will endeavor to communicate the general reason where appropriate.

8.1 Your Content

You retain all ownership rights to the content you provide to the Service (website content, documents, knowledge base entries). We do not claim ownership of your content.

8.2 License to Respondable

You grant us a worldwide, non-exclusive, royalty-free license to host, store, process, index, and display your content solely as necessary to provide the Service. This license terminates when your content is deleted from the Service.

8.3 Conversation Data

Conversation logs (visitor messages and AI responses) generated through your chat widget are considered your data. We may use anonymized, aggregated data for analytics, service improvement, and internal research, but we will not share identifiable conversation data with third parties except as necessary to provide the Service or as required by law.

8.4 Respondable IP

The Service, including our software, algorithms, user interface, documentation, and branding, remains our exclusive property. Nothing in these Terms grants you any rights to our intellectual property except the limited right to use the Service as described herein.

This section describes our data protection roles and responsibilities under the UK GDPR and EU GDPR.

9.1 Respondable as Data Controller

Respondable AI acts as the data controller for personal data relating to:

• Your client account information (name, email, authentication credentials)
• Billing and subscription data
• Administrative activity and account usage logs
• Communications between you and Respondable

For this data, we determine the purposes and means of processing. Our lawful bases for processing are set out in our Privacy Policy.

9.2 Respondable as Data Processor

Respondable AI acts as a data processor on your behalf for:

• Website content you authorise us to crawl and index
• Chat conversations between your visitors and the AI chatbot
• Lead capture data collected from your visitors
• Knowledge base entries you create

For this data, you are the data controller. We process it only on your documented instructions (as set out in these Terms) and solely to provide the Service.

9.3 Your Responsibilities as Data Controller

Where you are the data controller (for your visitors' and end users' data), you are responsible for:

• Ensuring you have the right to provide website content for processing
• Complying with applicable data protection laws (including UK GDPR, EU GDPR, or equivalent laws in your jurisdiction)
• Informing your website visitors about the chatbot and any data collection via your own privacy policy
• Obtaining appropriate consent for lead capture where required
• Responding to data subject requests from your end users
• Notifying us if you become aware of any data protection issues

9.4 Processing Scope and Instructions

Our processing of your data is limited to what is necessary to provide the Service, specifically:

• Crawling and indexing designated website domains
• Creating and storing vector embeddings
• Generating AI responses to visitor queries
• Storing and displaying conversation logs
• Providing analytics and usage metrics

These Terms, together with your configuration choices in the dashboard, constitute your documented instructions to us. We will not process your data for any other purpose without your consent.

9.5 Sub-Processors

We use third-party sub-processors to provide the Service. Current categories include:

• AI and machine learning: Providers of large language models and embedding generation (e.g., OpenAI)
• Infrastructure: Cloud hosting, databases, and compute services (e.g., Supabase, Qdrant, Render)
• Payments: Payment processing providers (e.g., Stripe)
• Email: Transactional email services (e.g., Resend)

By agreeing to these Terms, you authorise our use of these sub-processors. We maintain appropriate contracts with sub-processors that impose data protection obligations consistent with this agreement.

9.6 International Data Transfers

Your data may be processed in countries outside the United Kingdom or European Economic Area (EEA), particularly the United States, where our infrastructure providers and AI services operate.

Where data is transferred outside the UK or EEA, we rely on appropriate safeguards, including:

• Standard Contractual Clauses (SCCs) approved by the European Commission
• UK International Data Transfer Agreement (IDTA) where applicable
• Adequacy decisions where available

9.7 Data Processing Addendum

For clients who require a formal Data Processing Agreement (DPA) to meet their compliance requirements, please contact us at hello@respondableai.com. We can provide a DPA that sets out additional processing terms in line with Article 28 of the UK GDPR / EU GDPR.

9.1 "As Available" Basis

The Service is provided on an "as is" and "as available" basis. While we endeavour to maintain high availability and take reasonable steps to ensure the Service operates reliably, we do not guarantee that the Service will be:

• Available at all times or without interruption
• Free from errors, bugs, or defects
• Continuously accessible without delays or outages
• Compatible with all systems, browsers, or configurations

9.2 Service Interruptions

You acknowledge that the Service may be subject to temporary unavailability due to:

• Scheduled maintenance: Planned updates and improvements, for which we will endeavour to provide advance notice where practicable
• Unscheduled downtime: Unexpected technical issues, infrastructure failures, or emergency maintenance
• Third-party service disruptions: Outages or changes affecting our infrastructure providers (including hosting, databases, and AI services)
• Network or connectivity issues: Problems with internet infrastructure beyond our control
• Force majeure events: Circumstances beyond our reasonable control, including natural disasters, government actions, or cyber attacks

9.3 Third-Party Dependencies

The Service relies on third-party providers including OpenAI (AI capabilities), Qdrant (vector storage), Supabase (database and authentication), Stripe (payments), and various cloud hosting services. We are not responsible for:

• Service disruptions caused by these third-party providers
• Changes to third-party services that affect functionality
• Data processing by third parties in accordance with their own policies

9.4 Changes to the Service

We may modify, update, suspend, or discontinue any part of the Service at any time. For material changes, we will endeavour to provide reasonable advance notice where practicable.

9.5 Free Trial Users

If you are using the Service under a free trial, you acknowledge that service levels, availability, and support may be more limited than for paid subscribers. We may prioritise resources for paying customers during periods of high demand.

10.1 Termination by You

You may terminate your account at any time through the dashboard or by contacting support. Termination takes effect at the end of your current billing period (for paid plans).

10.2 Termination by Us

We may suspend or terminate your access if you:

• Breach these Terms
• Fail to pay fees when due
• Engage in conduct that creates legal liability or risk for us or other users
• Remain inactive for an extended period (we will notify you before such termination)

10.3 Effect of Termination

Upon termination, your right to use the Service ceases. We will delete your data within a reasonable period, except where retention is required by law or for legitimate business purposes. Prepaid fees are generally non-refundable except where required by applicable law.

12.1 Service Provided "As Is"

To the fullest extent permitted by applicable law, the Service is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory.

12.2 AI-Generated Content

AI-generated responses may contain errors or inaccuracies. You are responsible for reviewing and validating any outputs before relying on them. We do not review or endorse AI-generated content.

12.3 Your Responsibility

You use the Service at your own risk. You are responsible for determining whether the Service is suitable for your intended use and for ensuring compliance with applicable laws.

13.1 Exclusion of Certain Losses

To the maximum extent permitted by applicable law, we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, however caused and under any theory of liability, including loss of profits, revenue, data, business, goodwill, or anticipated savings.

These exclusions apply whether or not we were advised of the possibility of such damages.

13.2 Liability Cap

Subject to Section 13.3, our total aggregate liability for all claims arising from or related to these Terms or the Service shall not exceed the total fees you have paid to us in the period immediately preceding the event giving rise to the claim.

13.3 Statutory Rights

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law. If you are a consumer, your statutory rights remain unaffected.

You agree to indemnify, defend, and hold harmless Respondable AI and its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party rights; (d) the content you index or provide; or (e) claims by your end users or visitors related to your chatbot.

These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles.

Any disputes arising from or relating to these Terms or the Service shall be resolved in the courts of England and Wales, and you consent to the exclusive jurisdiction of such courts.

If you are a consumer located in the European Union, you may also have rights under the laws of your country of residence, and nothing in these Terms affects your statutory rights as a consumer.

We may update these Terms from time to time. We will notify you of material changes through reasonable means before they take effect.

Your continued use of the Service after changes become effective constitutes acceptance of the revised Terms. If you do not agree with the changes, you must stop using the Service before they take effect.

Each version of these Terms has a version identifier. Your acceptance of a specific version is recorded when you create an account or continue using the Service after an update.

• Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Respondable regarding the Service.
• Severability: If any provision of these Terms is found unenforceable, the remaining provisions remain in full force and effect.
• Waiver: Our failure to enforce any right or provision does not constitute a waiver of that right or provision.
• Assignment: You may not assign or transfer your rights under these Terms without our consent. We may assign our rights to an affiliate or successor without notice.
• Force Majeure: We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, government actions, or infrastructure failures.
• No Third-Party Beneficiaries: These Terms do not create any rights for third parties.

For questions about these Terms or the Service, please contact: