Terms of Service

1. Who you are agreeing with

These Terms of Service ("Terms") govern your use of SupportHub (the "Service") operated by SupportHub, Inc. ("we", "us", or "our"). By creating an account or using the Service, you agree to these Terms on behalf of yourself and, if you are using the Service on behalf of an organization, on behalf of that organization.

If you do not agree, do not use the Service.

2. Your account

You are responsible for the security of your account, your passwords, and any activity that happens under your login. We are not responsible for losses caused by unauthorized access to your account when it is reasonably attributable to your failure to safeguard your credentials.

You must provide accurate information when you sign up. We may suspend or terminate accounts that contain materially false information.

3. Plans, fees, and payment

We offer subscription plans (Starter, Professional, Enterprise) billed monthly or annually. Prices are listed on our Pricing page and may change with 30 days' notice for the next billing period.

You authorize us (or our payment processor, currently Stripe) to charge your payment method on a recurring basis. Fees are non-refundable except where required by law. Overage charges for metered usage (AI turns, emails, voice minutes) are billed in arrears.

4. Acceptable use

• No spamming, phishing, or unsolicited bulk messaging through the Service.
• No uploading content that infringes someone else's intellectual property or privacy rights.
• No attempting to reverse-engineer, probe, or disrupt the Service or its security.
• No using the Service to provide customer support for products or services that are themselves illegal where you operate.
• No uploading special-category personal data (health, financial account numbers, government IDs) into the chatbot training data without a written agreement with us.

5. Your content and your visitors' content

You retain ownership of the content you upload (training data, articles, canned responses) and of the conversations your visitors have through the Service. You grant us a worldwide, non-exclusive license to host, process, transmit, and display that content solely to operate the Service for you.

We may use aggregated, anonymized telemetry about Service usage to improve the product. We do not sell your content or your visitors' content.

6. AI-generated output

The Service uses large-language-model providers to draft answers, summarize conversations, and route messages. AI-generated output may be inaccurate or inappropriate. You are responsible for reviewing AI output before it is shown to your visitors.

We do not guarantee that AI output is free of bias, hallucination, or harmful content. We train you to use the product in a way that minimizes these risks, but the final responsibility for what your customers see is yours.

7. Service availability and support

We target 99.9% monthly uptime for the production Service. We publish incidents on our status page and notify paid customers of significant outages by email.

Support response times depend on your plan. Starter customers receive best-effort email support. Professional and Enterprise customers receive response-time SLAs documented in your order form.

8. Termination

You can cancel at any time from the billing page. We will stop charging you at the end of the current billing period and delete your content within 30 days of cancellation unless we are required to retain it by law.

We may suspend or terminate the Service immediately if you breach these Terms, fail to pay, or pose a security or legal risk to us or to other customers.

9. Disclaimers and limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We are not liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your use of the Service. Our total liability for any claim arising under these Terms is limited to the amount you paid us in the 12 months before the claim.

10. Changes to these Terms

We may update these Terms from time to time. If a change is material, we will give you at least 30 days' notice by email and by posting a banner in the product. Continued use of the Service after the effective date of the new Terms means you accept them.

11. Contact

Questions about these Terms? Email [email protected] (replace with your real legal contact before launch).