Terms of Service

1. Acceptance of Terms

By accessing or using CustomerHero ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent and warrant that you have authority to bind that organization. If you do not agree to these Terms, do not use the Service.

2. Service Description

CustomerHero is a customer support platform that combines AI-powered chatbots with human agent collaboration tools. The Service includes: chatbot creation and configuration, knowledge base management via data sources, multi-channel messaging (widget, email, WhatsApp, Telegram, Instagram), a shared conversation inbox, customer management, team collaboration features, analytics, and API access. Features may vary by subscription plan.

3. Accounts

When you create an account, you agree to:

• Provide accurate and complete registration information
• Keep your login credentials secure and confidential
• Notify us immediately of unauthorized access to your account
• Accept responsibility for all activity under your account
• Not share accounts between multiple individuals — each user must have their own account

We may suspend accounts that violate these requirements or remain inactive for more than 12 months on a free plan.

4. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws or regulations
• Send spam, phishing, or misleading content through chatbots
• Impersonate individuals or organizations, or misrepresent the nature of your chatbot (e.g., presenting AI as human without disclosure)
• Process or store sensitive categories of data (health records, financial credentials, government IDs) without appropriate safeguards
• Attempt to reverse-engineer, decompile, or extract source code from the Service
• Interfere with or disrupt the Service or its infrastructure
• Resell or redistribute the Service without our written consent
• Use the Service to build a competing product

5. Your Content

You retain full ownership of all content you upload ("Your Content"), including data sources, chatbot configurations, conversation data, and customer information.

By uploading content, you grant CustomerHero a limited, non-exclusive license to process Your Content solely for the purpose of providing the Service. This includes:

• Generating vector embeddings for similarity search
• Sending conversation content to our AI provider (OpenAI) for response generation
• Storing and serving Your Content to authorized users in your organization

We do not use Your Content to train machine learning models, sell to third parties, or for any purpose outside of delivering the Service.

6. AI-Generated Content

The Service uses artificial intelligence to generate suggested responses. AI-generated content may be inaccurate, incomplete, or inappropriate. You are solely responsible for reviewing, approving, and monitoring all AI-generated content before it reaches your customers. CustomerHero is not liable for damages arising from AI-generated responses that you approve or allow to be sent automatically.

7. Pricing & Billing

The Service offers free and paid subscription plans as described on our pricing page. For paid plans:

• Subscriptions are billed monthly or annually in advance
• Prices may change with 30 days' written notice
• Subscriptions auto-renew unless cancelled before the renewal date
• Usage overages (messages beyond plan limits) are billed at the published overage rate
• Refunds are considered on a case-by-case basis within 30 days of purchase

8. Limitation of Liability

The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the maximum extent permitted by law: (a) CustomerHero is not liable for indirect, incidental, special, consequential, or punitive damages; (b) our total aggregate liability is limited to the amount you paid us in the 12 months preceding the claim; (c) we are not responsible for service interruptions, data loss, or third-party provider outages beyond our reasonable control.

9. Termination

You may cancel your account at any time from the Settings page or by emailing support@customerhero.app. Upon cancellation:

• Your subscription ends at the current billing period
• You can export your data for 30 days after cancellation
• After 30 days, your data is permanently deleted per our Privacy Policy

We may suspend or terminate your account for material violations of these Terms. We will provide reasonable notice except in cases of fraud, abuse, or legal obligation.

10. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated via email or in-app notice at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance. If you disagree with the changes, you may cancel your account before the effective date.

11. Governing Law

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. Any disputes will be resolved in the courts of Delaware.

12. Contact

Questions about these Terms? Email legal@customerhero.app.