Terms of Service

1. Who we are

CertifChat ("CertifChat", "we", "us", or "our") is a sole proprietorship that provides an AI assistant which trains on your website and documents, answers questions through an embeddable chat widget, and helps you deflect support tickets. These Terms of Service (the "Terms") govern your access to and use of the CertifChat website, dashboard, API, and chat widget (together, the "Service"). You can reach us any time at hello@certifchat.com.

2. Acceptance of these Terms

By creating an account, starting a trial, or otherwise using the Service, you agree to these Terms and to our Privacy Policy and Refund & Cancellation Policy, which are incorporated here by reference. If you are entering into these Terms on behalf of a company or other organization, you confirm that you have the authority to bind that organization, and "you" refers to that organization. If you do not agree, do not use the Service.

3. Eligibility and accounts

You must be at least 18 years old and able to form a binding contract to use the Service. You are responsible for the accuracy of the information you provide, for keeping your login credentials secure, and for all activity that happens under your account. Tell us promptly at hello@certifchat.com if you believe your account has been accessed without your permission. You may invite team members and, on eligible plans, create sub-accounts for your clients; you remain responsible for their use of the Service.

4. The Service

CertifChat lets you connect sources such as your website, help center, PDFs, and documents. We process that content so an AI assistant can answer questions about it, with inline citations, through a widget you embed on your own sites. Features, limits, and AI model tiers depend on your plan and are described on our pricing page and in your dashboard. We may add, change, or remove features over time. If we make a material reduction to a feature you rely on, we will make reasonable efforts to notify you.

5. Plans, trials, credits, and billing

Paid plans are billed in advance on a recurring basis (monthly or annual) through Paddle, our Merchant of Record and payment provider. Usage of the Service consumes credits: your plan includes a monthly allowance, and you can buy prepaid top-up packs or enable optional auto-recharge. Monthly plan credits reset at the start of each billing period and do not roll over. Prepaid top-up credits are held separately and remain available until used.

A paid trial, where offered, is a one-time charge that gives you a limited allowance for a fixed number of days. Unless you cancel before the trial ends, your subscription begins automatically on the stated plan and price. You authorize us and Paddle to charge your payment method for the trial, for recurring subscription fees, for prepaid packs you buy, and for any auto-recharge you enable, until you cancel. Prices, taxes, and any changes to them are shown at checkout and on the pricing page. Cancellations, renewals, and refunds are governed by our Refund & Cancellation Policy.

6. Your content and your responsibilities

"Your Content" means the sources you connect, the material you upload, the settings you configure, and the conversations your end users have with your chatbot. As between you and us, you own Your Content. You grant us a worldwide, non-exclusive license to host, copy, process, transmit, and display Your Content only as needed to operate and improve the Service for you, including sending relevant portions to the AI and infrastructure providers listed in our Privacy Policy.

You represent and agree that:

• you have the rights and permissions needed to connect and process the sources you add;
• you will place the widget only on properties you own or are authorized to manage, and will keep your origin allowlist accurate;
• you will provide your own end users with any notices and choices required by law about the chatbot and the data it collects; and
• Your Content and your use of the Service will not infringe others' rights or break any law.

7. AI-generated answers

The Service uses third-party large language models to generate answers from the sources you provide. AI output can be incomplete, out of date, or wrong, even when it cites a source. You are responsible for reviewing your sources and for how you configure and present the assistant. Do not rely on the Service as a substitute for professional advice, and do not use it to make decisions that require legal, medical, financial, or other qualified judgment without independent verification. You are responsible for the answers your chatbot gives to your end users.

8. Acceptable use

You agree not to, and not to allow anyone to:

• use the Service for anything unlawful, harmful, deceptive, or infringing, or to build a competing product by copying the Service;
• upload content you have no right to use, or content that is malicious, hateful, or sexually exploitative;
• probe, scan, or test the security of the Service, break or bypass its rate limits, access controls, or origin checks, or access another customer's data;
• reverse engineer the Service, resell or sublicense it except through features we provide for that purpose, or overload our infrastructure with automated or excessive requests; or
• attempt to manipulate the AI into ignoring its instructions, revealing system prompts, or producing content that violates these Terms.

We may investigate suspected violations and cooperate with law enforcement where required.

9. Intellectual property

The Service, including its software, design, documentation, and the CertifChat name and logo, is owned by us and our licensors and is protected by intellectual property laws. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. We grant you no other rights. If you send us feedback or suggestions, we may use them without obligation to you.

10. Third-party services

The Service relies on third parties, including AI, hosting, database, email, and payment providers, and can connect to platforms you choose. We are not responsible for third-party services, and your use of them may be subject to their own terms. The providers we use to process data are listed in our Privacy Policy.

11. Suspension and termination

You may stop using the Service and cancel at any time as described in our Refund & Cancellation Policy. We may suspend or terminate your access if you breach these Terms, if your payment fails, if we reasonably believe your use puts the Service or others at risk, or if we are required to by law. Where practical and lawful, we will give you notice and a chance to fix the problem. On termination, your right to use the Service ends. We may delete Your Content after a reasonable period; export what you need before you cancel. Sections that by their nature should survive termination will survive, including sections 6, 9, 12, 13, 14, and 16.

12. Disclaimers

The Service is provided "as is" and "as available". To the fullest extent permitted by law, we disclaim all warranties, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure, or that AI answers will be accurate or complete. Some jurisdictions do not allow certain disclaimers, so parts of this section may not apply to you.

13. Limitation of liability

To the fullest extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or goodwill, arising out of or relating to the Service. Our total liability for all claims relating to the Service will not exceed the greater of the amounts you paid us for the Service in the three months before the event giving rise to the claim, or fifty US dollars. These limits apply even if a remedy fails of its essential purpose. Nothing in these Terms limits liability that cannot be limited by law, and if you are a consumer you keep any mandatory statutory rights.

14. Indemnification

You agree to defend, indemnify, and hold us harmless from claims, damages, and reasonable costs arising out of Your Content, your use of the Service, your placement of the widget, or your breach of these Terms, except to the extent caused by us.

15. Changes to these Terms

We may update these Terms from time to time. When we make material changes, we will update the date above and, where appropriate, notify you by email or in the dashboard. Changes take effect when posted, or on the effective date we state. If you keep using the Service after a change takes effect, you accept the updated Terms.

16. Governing law and disputes

CertifChat serves customers worldwide. These Terms and any dispute relating to them are governed by generally accepted principles of international commercial law, applied without regard to conflict-of-law rules. If you are a consumer, you also keep the mandatory protections of the country where you live, and nothing here removes rights that the law of your country gives you and that cannot be waived by agreement.

Before starting any formal proceeding, you agree to first contact us at hello@certifchat.com so we can try to resolve the matter in good faith. If we cannot resolve it within 60 days, either party may pursue the dispute in the competent courts that have jurisdiction over the parties, and each party keeps any right to seek relief that the applicable law provides.

17. General

These Terms, together with the policies they reference, are the entire agreement between you and us about the Service and replace any earlier agreements on that subject. If any part is found unenforceable, the rest stays in effect. Our not enforcing a provision is not a waiver of it. You may not assign these Terms without our consent; we may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets. Neither party is liable for delays or failures caused by events beyond its reasonable control. Notices to you may be sent to your account email; notices to us should go to hello@certifchat.com.

18. Contact

Questions about these Terms? Reach us at hello@certifchat.com or through our contact page.