These Terms of Service (the "Terms") govern your access to and use of convot.io and any related websites, applications, APIs, widgets, and features operated by Convot.io (together, the "Service"). By registering an account, installing the widget on your website, or otherwise accessing any part of the Service, you expressly confirm that you fully and irrevocably agree to these Terms. If you do not agree, you must not access or use the Service.

In these Terms, "we", "us", and "our" refer to Convot.io. "You" and "your" refer to the person or legal entity that registers an account or uses the Service. "End User" refers to the visitors of your website who interact with the Service through the chat widget.

1. Eligibility and access

Access to the Service is restricted to legal entities, self-employed professionals, and individuals who have reached the age of majority in their jurisdiction. By using the Service, you represent that you have the authority to enter into these Terms on behalf of the entity you represent and that all registration information you provide is accurate, current, and complete.

The Service is not intended for personal, family, or household use. You acknowledge that you are acting in a commercial capacity.

2. Account registration

You may register at most one account per individual. Organizations may have multiple team members, each with their own account.
Registration information must be true, accurate, and kept up to date.
You are responsible for keeping your password confidential and for all activity that occurs under your account.
You must notify us immediately at [email protected] of any unauthorized use of your account or any other security breach.
We reserve the right to verify your identity and to refuse or terminate accounts at our discretion, including where we reasonably suspect fraud or abuse.

3. The Service

The Service includes features such as a shared operator inbox, real-time chat widget, visitor identification, contact management, knowledge base, email-to-ticket, shortcuts, webhooks, helpdesks, and related administrative tools. The specific features available to you depend on your subscription plan.

We may update, improve, add, or remove features at any time. We will give reasonable notice of material changes that disable or materially reduce functionality on paid plans.

4. Fees, billing, and refunds

Paid subscription fees are billed in advance, either monthly or annually, depending on the plan you choose.
By providing a payment method, you authorize us and our payment processor (Stripe) to charge it for all fees due, plus any applicable taxes.
All fees are non-refundable. We do not refund fees for partial billing periods, unused features, downgraded plans, or cancelled accounts, except where required by applicable law.
If a payment fails, we may suspend access to paid features until the balance is resolved. Accounts with unpaid balances for more than thirty (30) days may be downgraded or terminated.
We may change our fees or introduce new charges with at least thirty (30) days' advance notice. Your continued use of the Service after a price change takes effect constitutes acceptance of the new fees.
You are responsible for any applicable taxes, duties, or levies imposed by your jurisdiction.

5. Free trial

We may offer a free trial of paid features. Free trials are for evaluation purposes only and are limited to one per organization. At the end of the trial period, you must either select a paid plan or your account will be downgraded to our free tier (where available). We reserve the right to modify or discontinue free trials at any time.

6. Your content and data

You retain ownership of all conversations, contacts, help-center articles, uploaded files, and other content you or your End Users submit through the Service (collectively, "Your Content"). You grant us a limited, worldwide, non-exclusive, royalty-free license to host, store, transmit, back up, index, and display Your Content solely for the purpose of operating, maintaining, and improving the Service.

You are solely responsible for Your Content and warrant that (a) you have all necessary rights to submit it to the Service and (b) its storage and processing by us does not violate any law or any third party's rights, including privacy, publicity, and intellectual-property rights.

7. Acceptable use

You agree not to use the Service to:

Send unsolicited commercial messages, spam, or any form of bulk messaging to End Users who have not consented.
Harass, threaten, defame, or impersonate any person or entity.
Upload, transmit, or distribute malware, viruses, worms, or any other malicious code.
Attempt to gain unauthorized access to any portion of the Service, other accounts, or our infrastructure.
Interfere with, disrupt, probe, or reverse-engineer the Service or any underlying software, hardware, or network.
Scrape, crawl, or use automated tools to access the Service, except through documented APIs and in compliance with published rate limits.
Resell, sublicense, or otherwise make the Service available to third parties without our prior written consent.
Use the Service to transmit unlawful content, infringe intellectual-property rights, or violate any applicable law, regulation, or industry code.
Use the Service to collect or process personal data in violation of any applicable data-protection law.

We reserve the right to investigate and take action, including suspending or terminating your account, in response to violations of this section, with or without prior notice.

8. License and intellectual property

Subject to these Terms and payment of any applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable license to access and use the Service for your own internal business purposes during your subscription.

All right, title, and interest in and to the Service - including all software, source code, designs, trademarks, logos, documentation, and content (other than Your Content) - remain the exclusive property of Convot.io and its licensors. Nothing in these Terms transfers any ownership rights to you.

9. Feedback

If you choose to send us suggestions, ideas, improvements, or other feedback about the Service, you grant us a perpetual, worldwide, irrevocable, royalty-free license to use, modify, publish, and otherwise exploit that feedback without any obligation or attribution to you.

10. Third-party services

The Service integrates with third-party providers to deliver core functionality, including:

Stripe for payment processing and subscription billing.
Postmark for transactional email delivery and inbound email parsing.
Amazon Web Services for hosting, file storage (S3), and backups.
Sentry for error monitoring and diagnostics.
Shopify, where you install the Convot.io app on a Shopify store.

Your use of any such third-party service is governed by the terms and privacy policies of the respective provider. We are not responsible for the availability, accuracy, or conduct of third-party services, and the presence of a link or integration does not constitute our endorsement.

11. Confidentiality

Each party may receive information about the other that is not publicly known and that is designated as confidential or that a reasonable person would understand to be confidential ("Confidential Information"). The receiving party will (a) use Confidential Information only to exercise rights and perform obligations under these Terms and (b) protect it with the same degree of care it uses for its own confidential information, but no less than a reasonable standard of care.

The obligations in this section do not apply to information that is or becomes public through no fault of the receiving party, was already in the receiving party's possession before disclosure, is independently developed, or is required to be disclosed by law or court order (provided the disclosing party is notified in advance where legally permitted).

12. Disclaimer of warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, ERROR-FREE, OR FREE FROM LOSS OF DATA. YOU ASSUME FULL RESPONSIBILITY FOR YOUR USE OF THE SERVICE AND ACKNOWLEDGE THAT THE SERVICE MAY EXPERIENCE DOWNTIME, BUGS, AND OTHER ISSUES.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER CONVOT.IO NOR ITS OFFICERS, EMPLOYEES, AGENTS, SUPPLIERS, OR LICENSORS WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, LOSS OF GOODWILL, OR BUSINESS INTERRUPTION, ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL BE STRICTLY LIMITED TO THE AMOUNTS YOU ACTUALLY PAID TO US FOR THE SERVICE DURING THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED U.S. DOLLARS (USD $100), WHICHEVER IS GREATER.

14. Indemnification

You agree to defend, indemnify, and hold harmless Convot.io, its affiliates, and their respective officers, employees, agents, and licensors from any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or relating to (a) your use of the Service, (b) Your Content, (c) your violation of these Terms, or (d) your violation of any applicable law or the rights of any third party.

15. Suspension and termination

You may cancel your account at any time from the settings page in the Service or by contacting [email protected]. Upon cancellation, your access to paid features will continue until the end of your current billing period, after which your account will either be downgraded to the free tier (where available) or closed. We do not refund fees for partial periods.

We may suspend or terminate your account, with or without notice, if you materially breach these Terms, fail to pay fees when due, or if we are required to do so by law or in response to a lawful order. Upon termination, Your Content may be retained for up to thirty (30) days in case of accidental cancellation, after which it will be permanently deleted from our active systems. Backups may retain deleted data for up to ninety (90) days.

Sections 6, 8, 9, 11, 12, 13, 14, and 17 survive termination.

16. Changes to these Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email to the address on file, by an in-app notice, or by updating the "Last updated" date at the top of this document, at least thirty (30) days before the changes take effect. Your continued use of the Service after the effective date of the updated Terms constitutes your acceptance of the revised Terms.

17. Governing law and dispute resolution

These Terms are governed by and construed in accordance with the laws of the jurisdiction in which Convot.io is established, without regard to its conflict-of-laws rules. You and Convot.io agree to first attempt to resolve any dispute informally by contacting us at [email protected]. If a dispute cannot be resolved informally within sixty (60) days, either party may submit it to the competent courts of that jurisdiction, except where applicable law grants you the right to bring proceedings in your place of residence.

18. General provisions

Entire agreement. These Terms, together with our Privacy Policy and any order form or subscription plan you accept, constitute the entire agreement between you and Convot.io regarding the Service.
Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions will continue in full force and effect.
No waiver. Our failure to enforce any right or provision of these Terms does not constitute a waiver of such right.
Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets.
Force majeure. Neither party will be liable for any delay or failure to perform due to causes beyond its reasonable control, including natural disasters, war, labor disputes, or internet outages.
Third-party links. The Service may link to third-party websites or services that we do not control. We are not responsible for the content, policies, or practices of any third-party site.

19. Contact us

For questions about these Terms, please contact: