Terms of Service

The Service is a business tool. You must be at least 18 years old, have reached the age of legal majority where you live, and be able to enter into a binding contract. You may not use the Service if applicable law bars you from doing so.

If you register with an organization-controlled email address or join an organization's workspace, that organization may administer your access and Customer Content, change your role, or remove you from the workspace. The organization is responsible for its users' compliance with these Terms.

These Terms apply to answerLoops Cloud and the public answerLoops websites. They do not replace or change the open-source license governing answerLoops source code. If you download, modify, or operate the self-hosted edition, your use of that software is governed by the license included with the source code, currently the GNU Affero General Public License version 3.

You, not answerLoops, operate a self-hosted deployment and are responsible for its infrastructure, configuration, security, availability, legal compliance, notices to its users, and relationships with any third-party providers. Hosted support, service levels, and subscriptions do not apply to self-hosted deployments unless a separate written agreement says otherwise.

You must provide accurate, current account and billing information, keep it updated, and protect your sign-in methods, API keys, integration credentials, and devices. Promptly notify us at the contact address below if you suspect unauthorized access.

Workspace owners and administrators may invite or remove members, assign roles, configure integrations and automated responses, manage billing, and control Customer Content. You are responsible for actions taken through your account and for ensuring that only authorized people can access your workspace. One person or organization may not create accounts to evade plan limits, restrictions, or suspension.

answerLoops turns messages from connected support channels into tickets, searches the knowledge base you provide, drafts and evaluates AI-generated replies, posts qualifying answers when you enable automatic responses, and routes other questions for human review. Features and limits depend on your plan and configuration.

We may improve, add, modify, or discontinue features over time. We will provide reasonable advance notice if a change materially reduces the core functionality of a paid plan, unless earlier action is reasonably necessary for security, legal, or third-party-service reasons. Preview, beta, and evaluation features may be changed or withdrawn at any time and are provided without service commitments.

Support and any uptime or response-time commitments are limited to those stated for your plan or in a separate written order form or service-level agreement.

“Customer Content” means the messages, tickets, files, knowledge-base materials, prompts, replies, contact details, and other data you or your users submit to or connect with the Service. As between you and answerLoops, you retain ownership of Customer Content.

You grant answerLoops a worldwide, non-exclusive, limited license to host, copy, transmit, display, modify, and otherwise process Customer Content only as needed to provide, secure, support, and improve the Service, comply with law, and follow your instructions. This license lasts while the content is stored in the Service and for any limited backup or legal-retention period described in the Privacy Policy.

You represent that you have all rights, permissions, notices, and consents needed for answerLoops to process Customer Content and communicate through each channel you connect. You are responsible for the legality, accuracy, and quality of Customer Content; the responses sent from your workspace; your use of leads or contact information; and honoring the rights of the people whose data you submit.

The Service uses third-party AI providers selected or configured by you. Except for any limited trial allowance described in the product, you supply the provider credentials and contract with and pay that provider directly. Provider terms, availability, data practices, model behavior, and usage charges are between you and the provider.

AI-generated classifications, drafts, confidence scores, citations, and replies may be inaccurate, incomplete, misleading, or unsuitable. Confidence review reduces risk but does not guarantee correctness. You decide whether to enable automatic posting, set the confidence threshold, choose source material, and approve or edit human-reviewed replies. You are responsible for evaluating outputs before relying on them and for the consequences of messages sent from your workspace.

Do not use the Service as the sole basis for legal, medical, financial, employment, housing, credit, insurance, public-safety, or other high-impact decisions about a person. Do not represent AI-generated content as human-authored when applicable law requires disclosure.

The Service can connect with services such as Discord, Slack, Discourse, Circle, Google Chat, GitHub, Telegram, Notion, email providers, Stripe, AI providers, and customer-selected endpoints. Your use of a third-party service is governed by its own terms and privacy practices, and you authorize us to exchange Customer Content and account data with it as needed to perform the integration you enable.

You are responsible for maintaining third-party accounts, permissions, credentials, and lawful access. We do not control and are not responsible for third-party services, their acts or omissions, or changes that interrupt an integration. Disconnecting a service stops new processing but does not automatically delete content already incorporated into your answerLoops workspace; the Privacy Policy explains retention and deletion.

You may not use the Service, or help anyone else use it, to:

• break the law, violate another person's rights, or process content without required permission;
• harass, threaten, defame, exploit, or harm anyone, including children;
• send spam, deceptive messages, malware, or other unsolicited or harmful content;
• gain unauthorized access to accounts, systems, networks, or data, or probe or circumvent security, authentication, rate limits, or plan controls;
• disrupt, overload, damage, or degrade the Service or another user's experience;
• misrepresent identity, affiliation, AI output, or the source of a message;
• resell, sublicense, or provide the hosted Service to third parties as a competing service without our written permission; or
• use the Service to develop or train a competing product using non-public aspects of the Service, except that this restriction does not limit rights granted by the open-source license.

Unless we agree in writing, do not submit payment-card data, government identifiers, protected health information, highly sensitive personal data, or data subject to specialized regulatory requirements that the Service is not configured to support.

answerLoops Cloud plans are billed in advance on a monthly or annual basis at the price and in the currency shown at checkout. Taxes may be added where required. A valid payment method is required. By starting a subscription, you authorize answerLoops and its payment processor to charge that method for recurring fees, applicable taxes, and any other amount you approve.

Paid plans begin with a 14-day trial unless checkout says otherwise. Your card is not charged for the subscription fee when the trial begins. Unless you cancel before the trial ends, the selected paid plan starts automatically when the trial expires and your payment method is charged. After that, the subscription automatically renews for successive periods matching your chosen monthly or annual billing interval until canceled.

A “deflection” is an automated answer counted toward your plan allowance. This includes qualifying channel replies and high-confidence standalone answers generated through the MCP or Agent API. Drafts routed for human review do not count. Allowances reset each calendar month, including on annual subscriptions. Standard pauses automated answering at 500; Pro includes 3,000 and charges $5 per additional block of 100, rounded up; Enterprise has no deflection cap. The plan terms shown at checkout or in an applicable order form control your purchase.

Plan upgrades may take effect and be charged on a prorated basis immediately. Downgrades and ordinary cancellations take effect at the end of the current paid billing period. We may change prices or plan limits for a future renewal by giving reasonable advance notice, allowing you to cancel before the change takes effect. An order form or enterprise agreement controls if it expressly conflicts with these online Terms.

You can cancel from Settings → Billing without contacting support. Cancel during the trial to avoid the first charge. Canceling a paid subscription stops the next renewal, and you ordinarily retain access through the period already paid for. Deleting a workspace is different: it ends access and cancels an associated subscription immediately.

Except where required by law or expressly stated in an order form, fees are non-refundable and we do not provide credits for partial billing periods, unused capacity, downgrades, or unused accounts. If payment fails or becomes overdue, we may retry the charge, restrict paid features, or suspend access. You remain responsible for amounts already due.

We and our licensors retain all rights in the hosted Service, its branding, documentation, and content other than Customer Content. These Terms give you a limited, non-exclusive, non-transferable, revocable right to use the hosted Service during your subscription in accordance with your plan. They do not grant trademark rights or change rights available under an applicable open-source license.

If you provide feedback, suggestions, or ideas, you grant us a perpetual, worldwide, royalty-free right to use them without restriction or compensation. This does not transfer ownership of Customer Content or confidential information included with feedback.

Each party may receive non-public information that is identified as confidential or reasonably should be understood to be confidential. The receiving party will use it only to perform or receive the Service, protect it with reasonable care, and disclose it only to people who need it and are bound to protect it. These duties do not apply to information that is public through no fault of the recipient, already lawfully known, independently developed, or lawfully received without confidentiality duties. A recipient may disclose information when legally required after giving notice where permitted.

Our Privacy Policy explains how we collect, use, retain, and disclose personal data. To the extent answerLoops processes personal data in Customer Content on your behalf, you are the controller or business and answerLoops is the processor or service provider, unless applicable law assigns different roles. Any separately executed data processing addendum controls for that processing.

You may stop using the Service at any time and workspace owners may schedule workspace deletion in Settings. Deletion revokes access immediately and starts the 30-day restoration period described in the Privacy Policy. After that period, workspace data is permanently purged, subject to limited backups, legal obligations, and records we must retain.

We may suspend or terminate access if you materially breach these Terms, fail to pay amounts due, create a security or legal risk, or use the Service in a way that could harm answerLoops, our providers, our users, or third parties. When reasonably possible, we will notify you and provide an opportunity to cure before suspension or termination. We may act immediately when needed to prevent harm, comply with law, or address an urgent security risk.

Sections that by their nature should continue after termination survive, including payment obligations, ownership, confidentiality, warranty disclaimers, liability limits, indemnification, and general terms.

To the maximum extent permitted by law, the Service, AI outputs, trial features, and support are provided “as is” and “as available.” answerLoops disclaims all express, implied, statutory, and other warranties, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, and uninterrupted or error-free operation.

We do not warrant that an AI output is correct, that every message will be detected or delivered, that every integration will remain available, that Customer Content will never be lost, or that the Service will meet your legal or business requirements. Nothing in these Terms excludes a warranty or right that applicable law does not allow you to waive.

To the maximum extent permitted by law, neither party will be liable under these Terms for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenues, goodwill, business opportunities, or data, even if advised that such damages were possible.

To the maximum extent permitted by law, answerLoops' total liability arising out of or relating to the Service or these Terms will not exceed the greater of US $100 or the fees you paid to answerLoops for the Service during the 12 months before the event giving rise to liability. These limits apply regardless of the legal theory and do not limit liability that cannot lawfully be limited.

To the extent permitted by law, you will defend, indemnify, and hold harmless answerLoops and its personnel from third-party claims, damages, losses, and reasonable costs arising from Customer Content, your use of the Service in violation of these Terms or law, or your infringement or violation of another person's rights. We will promptly notify you of a covered claim, allow you to control the defense and settlement, and reasonably cooperate at your expense. You may not settle a claim in a way that admits fault by or imposes obligations on answerLoops without our written consent.

Changes. We may update these Terms. We will post the revised Terms and update the effective date, and we will provide reasonable advance notice of material changes. Changes take effect on the date stated in the notice. If you continue using the Service after they take effect, you accept the revised Terms; if you do not agree, you must stop using the Service and cancel before the changes apply.

Notices. We may send notices to the email associated with your account, through the Service, or by posting them on our website. You are responsible for keeping your email address current.

Assignment. You may not assign these Terms without our written consent. We may assign them in connection with a merger, acquisition, reorganization, sale of assets, or by operation of law.

Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, except for payment obligations.

Entire agreement; severability; waiver. These Terms, the Privacy Policy, any applicable order form, and any other terms expressly incorporated by reference are the entire agreement about the Service. If a provision is unenforceable, it will be limited to the minimum extent necessary and the rest will remain effective. A failure to enforce a provision is not a waiver.

Relationship. The parties are independent contractors. These Terms do not create a partnership, joint venture, agency, fiduciary, franchise, or employment relationship, and they do not give rights to third-party beneficiaries.

Questions about these Terms: [email protected].