Terms of Service

These Terms of Service (the “Terms”) are a binding agreement between you (the “Customer”, on behalf of yourself or the organisation you represent) and Chatsloop (“Chatsloop”, “we”, “us”). If you accept on behalf of an organisation, you confirm you have authority to bind it. If you do not agree, do not use the service.

The Terms include our Privacy Policy, and, where you process personal data of others through the service, our Data Processing Addendum and Subprocessor list.

Chatsloop lets you create AI chat assistants, train them on content you provide, embed them on your website, capture enquiries and hand conversations to your team. We may improve, change or discontinue features; where a change materially reduces functionality you rely on we will give reasonable notice.

Certain features and limits depend on your plan. The plan you select, its limits and its price are shown on our pricing page and in your billing settings.

• You must be at least 18 and able to enter a binding contract.
• Provide accurate information and keep your credentials secure. You are responsible for all activity under your account.
• Tell us promptly at the contact address below if you suspect unauthorised access.
• One person or organisation may not use multiple accounts to evade plan limits or a suspension.

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

• use the service unlawfully or to infringe the rights of others, including privacy and intellectual-property rights;
• send spam, run deceptive or harassing chatbots, or impersonate a person or organisation;
• upload or crawl content you do not have the right to use, or crawl sites in breach of their terms or robots rules;
• attempt to probe, scan or breach the security of the service, bypass limits, or interfere with other customers;
• reverse engineer the service or use it to build a competing product;
• use the service to generate or distribute malware, or content that is sexual involving minors, or that incites violence;
• collect special-category data (such as health, biometric or criminal-offence data) through a chatbot unless you have a lawful basis, have told visitors, and have a signed Data Processing Addendum with us.

If you are a law firm, solicitor, barrister, attorney or other regulated professional you also agree that:

• You are solely responsible for complying with the rules that govern your profession and advertising in every jurisdiction where you practise or are visible — including the American Bar Association Model Rules and state bar rules, the SRA Standards and Regulations (England & Wales), and the equivalent rules of other regulators.
• You will keep the standard visitor notices that Chatsloop displays on legal-vertical assistants (AI disclosure, “not legal advice”, no attorney–client relationship, and the privacy link). You may not remove or contradict them.
• You will not configure the assistant to give legal advice, assess the merits of a matter, predict outcomes, or accept instructions. It is for general information, intake and scheduling only.
• You will not invite visitors to share privileged or highly sensitive details in the chat, and will configure your retention period and intake questions with your own confidentiality duties in mind.
• Conversations captured by the assistant are your records. You are responsible for deciding what to keep, how long, and whether to treat any content as privileged or client confidential.
• You will review leads and conversations yourself before relying on them, and you are responsible for conflict checks and for deciding whether to accept any matter.

Nothing in these Terms is intended to interfere with your professional duties. If a rule of your regulator conflicts with how you want to use the service, you must not use the feature concerned.

The assistant generates responses using third-party language models. Output may be inaccurate, incomplete or out of date, and similar questions may receive different answers. You are responsible for the instructions and knowledge you give the assistant, for monitoring its conversations, and for reviewing its behaviour before and after you publish it. You must not rely on AI output as professional advice, and you must make clear to visitors that they are talking to an AI.

“Customer Data” means the content, instructions, documents, conversations and lead data you or your visitors submit to the service. As between us, you own it. You grant us a limited licence to host, process and transmit it solely to provide, secure and support the service for you.

Where Customer Data contains personal data and you are subject to the GDPR, the UK GDPR, the CCPA or similar laws, you act as controller (or business) and we act as processor (or service provider) under our Data Processing Addendum, which forms part of these Terms. You are responsible for having a lawful basis, giving visitors the notices required by law (including the chat-widget notices we provide), and responding to their requests. We will help as described in the addendum.

We do not use Customer Data to train AI models, and our AI provider processes it under API terms that exclude training on it by default.

• Paid plans are billed in advance, monthly or annually, through Stripe or — for merchants who installed through Shopify — through Shopify billing. Prices are shown in euros unless stated otherwise and exclude any applicable taxes.
• Any free trial converts to a paid plan at the end of the trial unless you cancel first. You can cancel at any time from your billing settings; cancellation takes effect at the end of the current billing period.
• Except where the law gives you a right to a refund (including statutory cooling-off periods for consumers), fees are non-refundable.
• We may change prices on at least 30 days' notice; the change applies from your next renewal.
• Lifetime or promotional deals obtained through a third-party marketplace are governed by that offer's terms and apply to the plan stated in the offer.

We and our licensors own the service, including its software, design and documentation. These Terms give you only a limited, revocable, non-transferable right to use it during your subscription. If you give us feedback we may use it without obligation to you.

We will protect Customer Data with appropriate technical and organisational measures (see our Trust & Security page) and will not disclose it except to our subprocessors, as you instruct, or as the law requires (in which case we will notify you where legally permitted). Our staff access Customer Data only to operate, secure and support the service, or when you ask us to.

We will provide the service with reasonable skill and care. Except as stated, the service is provided “as is” and “as available”. To the extent the law allows, we disclaim all other warranties, including merchantability, fitness for a particular purpose, non-infringement, and that the service will be uninterrupted, error-free or that AI output will be accurate. Nothing in these Terms limits rights you have as a consumer that cannot lawfully be excluded.

Nothing in these Terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud. Subject to that, we are not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, goodwill or data, and our total aggregate liability arising out of these Terms in any 12-month period is limited to the fees you paid us in the 12 months before the event giving rise to the claim. You are responsible for your use of the service, including your own compliance with professional and advertising rules, and agree to indemnify us against third-party claims arising from Customer Data you supply or your breach of the Acceptable Use section.

You may stop using the service and cancel at any time. We may suspend or terminate your access if you materially breach these Terms, if required by law, or to protect the service or others — and, where practicable, we will tell you why and give you a chance to fix the problem first. After termination we will delete or return Customer Data as set out in the Data Processing Addendum and Privacy Policy. Sections that by their nature should survive (including 7, 9, 12 and 14) do.

For customers located in the United Kingdom or European Economic Area, these Terms are governed by the laws of England and Wales, subject to any mandatory consumer-protection law of your country of residence. For customers in the United States, they are governed by the laws of the State of Delaware, excluding conflict rules. For all other customers English law applies. Courts of the governing jurisdiction have exclusive jurisdiction, except that either party may seek urgent injunctive relief anywhere and consumers keep any right to bring proceedings in their home courts.

We may update these Terms from time to time. For material changes we will give registered customers at least 14 days' notice by email or in the dashboard before they take effect. If you keep using the service after the effective date, you accept the new Terms; if you do not agree, you may cancel before then.

Questions about these Terms: info@chatsloop.com. Privacy requests: privacy@chatsloop.com.