Terms of Use

1. Who these terms are with

The service is provided by [REGISTERED COMPANY NAME] ([COMPANY REGISTRATION NUMBER]), registered at[REGISTERED ADDRESS] (“we”, “us”). “You” means the business that holds the account. If you accept these terms on behalf of a company, you confirm you are authorised to do so.

2. The service

We love Joe is an AI assistant that answers calls and messages across the channels you connect, using the configuration and knowledge you provide. What is included depends on your plan.

We improve the service continuously. We will not materially reduce core functionality on a paid plan without notice.

3. Your account

• You are responsible for the accuracy of your account details.
• You are responsible for keeping credentials secure, and for everything done under your account.
• You must be at least 18 and using the service for business purposes.
• Tell us promptly if you suspect unauthorised access.

4. Trial

New accounts get 200 credits for 7 days. No card is charged during the trial. If you do not subscribe, the account moves to a read-only state at the end of the trial, and Joe stops answering.

5. Plans, credits and payment

• Plans are billed in advance, monthly, quarterly or yearly, as you choose.
• Each plan includes a monthly credit allowance. Credits are consumed at the published rates — one credit per message or email, three per SMS, ten per minute of call.
• Included credits do not roll over between billing periods.
• If you exceed your allowance you can buy additional credits without changing plan. These are charged in arrears.
• Prices exclude VAT, which is added where applicable.
• Late payment may lead to suspension after written notice.

6. Cancellation and refunds

You can cancel at any time from your account. Cancellation takes effect at the end of the current billing period, and you keep access until then. We do not refund part-used periods except where the law requires it.

7. Your content and your customers’ data

You keep all rights in the content you upload and the conversations conducted through your account. You grant us the limited licence needed to host and process it in order to run the service.

You are the data controller for your customers’ personal data; we process it on your instructions under our Data Processing Agreement. You are responsible for having a lawful basis to process it, and for telling your customers what they need to be told — including, where your local law requires it, that calls may be recorded.

We do not use your conversation content to train models.

8. Acceptable use

You must not use the service to:

• Break the law, or help anyone else to.
• Send unsolicited bulk messages or calls, or otherwise breach marketing and telecoms rules.
• Impersonate another business or person, or misrepresent who is answering.
• Handle special-category personal data — health, biometric, political, religious — unless we have agreed it in writing and put the right safeguards in place.
• Attempt to disrupt, reverse-engineer or gain unauthorised access to the service.
• Resell or white-label the service without a partner agreement.

We may suspend an account that breaches this section. Where the breach is not serious or ongoing, we will ask you to fix it first.

9. What Joe is, and is not

Joe generates replies automatically from the information you give him. He can be wrong, particularly where your configuration is incomplete or out of date.You are responsible for the content of your knowledge base, for the escalation rules you set, and for reviewing what Joe tells your customers.

The service is not a substitute for professional advice, and must not be the only channel for emergencies. If your business receives urgent or safety-critical contact, you must configure escalation accordingly and keep a human route available.

10. Availability

We aim for high availability and publish uptime commitments for paid plans in our Service Level Agreement, where one applies. The service depends on third parties — telephony carriers, messaging platforms, model providers — and outages at those providers may affect it. We schedule maintenance outside peak hours where we can, and give notice of planned downtime.

11. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, neither side is liable for indirect or consequential loss, loss of profit, revenue, goodwill or data, and our total liability in any twelve-month period is limited to the fees you paid us in that period.

12. Ending the agreement

• You may close your account at any time.
• Either side may terminate for material breach that is not fixed within 30 days of written notice.
• We may suspend immediately where continuing would breach the law or endanger the service.
• On termination, you can export your data for 30 days, after which it is deleted.

13. Changes to these terms

We may update these terms. For material changes we will give at least 30 days’ notice by email. If you do not accept them, you may cancel before they take effect.

14. Law and disputes

These terms are governed by the law of [COUNTRY / JURISDICTION], and its courts have exclusive jurisdiction. We would much rather sort it out by email first:[hello@yourdomain].