Terms of service

1.About these terms

These terms are an agreement between ReeBot (“we”, “us”) and the business or organisation that creates a ReeBot account (“you”, the “customer”). They apply to the ReeBot website, dashboard, widget, messaging and phone channels, REST API and every other part of the service.

By creating an account, accepting an invitation to a workspace or using the service, you agree to these terms, the acceptable use policy and the data processing addendum, which form part of this agreement. If you accept on behalf of an organisation, you confirm you have authority to bind it.

ReeBot is a service for businesses. You must be at least 18 and use it for your trade, business, craft or profession, not as a consumer. If you don't agree to these terms, don't use the service.

2.The service

ReeBot lets you build AI assistants that answer your customers from content you provide, capture leads, take bookings and orders, and hand conversations to your team. The features available to you depend on your plan, as described on the pricing section of our website and in your billing settings.

We improve the service continually, so features may change. We won't remove a core feature of a paid plan during a billing period you have paid for without giving you notice and the option to cancel. Features marked as beta or preview are provided as they are and may change or end at any time.

3.Accounts and your team

• Give accurate information when you sign up and keep it up to date, including a working email address.
• Keep passwords and API keys secret. You are responsible for everything done with your account, your team members' accounts and your API keys.
• You decide who joins your workspace and what role they have. Team members must follow these terms; you are responsible for their use of the service.
• Tell us straight away at our security contact if you think your account or an API key has been used without permission.

4.Your content and your customers' data

“Customer data” means everything you or your end users put into the service: your knowledge content (website pages, files, notes and FAQs), assistant settings, and the conversations, leads, bookings, orders, reviews and call transcripts the service records for you.

• You own your customer data. We don't claim any ownership of it.
• You give us permission to host, copy, process and transmit customer data only as needed to provide, secure and support the service for you, and as required by law. This includes sending it to the AI providers listed on our sub-processors page to generate answers.
• We don't use customer data to train AI models, and we only use AI providers whose terms for our account don't allow them to train on it. We don't sell customer data.
• You must have the rights to the content you add. Only import websites you own or are authorised to use, and only upload files you are allowed to share with us.
• Where customer data includes personal data, we process it on your behalf as your processor, under the data processing addendum.

5.Your responsibilities to your end users

You are the controller of the personal data of the people who use your assistants (your “end users”): website visitors, people who message you on WhatsApp, Instagram or Telegram, callers, leads and customers who book or order. That means you are responsible for:

• Telling them how you use their data in your own privacy notice, including that you use an AI assistant provided by ReeBot, and linking to it from your assistant settings.
• Having a lawful basis for what you do with their data, and getting consent where the law requires it, for example before sending marketing or follow-up emails, recording or transcribing calls, or messaging people on WhatsApp.
• Letting people know they are talking to an AI. ReeBot tells end users this by default. You must not configure an assistant to claim to be a human or remove that notice.
• Responding to your end users' requests to access, correct or delete their data. The dashboard lets you find, export and delete their conversations and leads.
• Following the rules of the platforms you connect, including the WhatsApp Business, Meta Platform and Telegram terms, telecommunications and call recording rules for your phone numbers, and anti-spam laws for emails sent from your workspace.
• Not using the service to collect special category data (such as health information), payment card numbers or data about children unless you have the safeguards the law requires.

6.AI-generated answers

Answers, summaries, lead scores, follow-up drafts, review replies and other AI output are generated automatically from your content and settings. AI output can be wrong, incomplete or out of date, even in strict mode.

• You are responsible for your knowledge content, your assistant's instructions and the decisions you make using AI output. Review it before relying on it.
• Don't use ReeBot to give medical, legal, financial or other professional advice that people will rely on without a qualified person checking it, or as a substitute for emergency services.
• Don't use AI output, including lead scores, as the only basis for decisions that have legal or similarly significant effects on a person, such as refusing credit, employment, housing or essential services.

7.Acceptable use

You must follow the acceptable use policy. We may remove content or suspend an assistant that breaks it, as described in section 10.

8.Third-party services

Some features connect to services run by others, such as Stripe for payments, Meta (WhatsApp and Instagram), Telegram and Twilio. When you connect your own account with one of them, its terms apply to your use of it, and you are responsible for that account. We aren't responsible for third-party services or for changes they make that affect a feature.

9.Plans, fees and payment

• Paid plans are billed in advance each billing period through our payment processor, Stripe, and renew automatically until you cancel.
• Prices exclude taxes unless stated. You are responsible for taxes that apply to your purchase, other than taxes on our income.
• Each plan has limits, such as the number of assistants, AI replies a month, knowledge sources and team members. When you reach a limit, the related feature pauses until the next period or until you upgrade.
• You can upgrade, downgrade or cancel at any time from billing settings. Cancellations and downgrades take effect at the end of the current billing period. Except where the law requires otherwise, fees already paid are not refundable.
• We will give you at least 30 days' notice of a price increase for your plan. The new price applies from your next billing period after the notice period.
• If a payment fails and isn't resolved, we may move your workspace to the free plan or suspend paid features.
• The free plan may show “Powered by ReeBot” in the widget. We may change the free plan's limits with notice.

10.Suspension, cancellation and deletion

You can stop using the service at any time. Workspace owners can delete a workspace from its settings, and any user can delete their own account from account settings.

We may suspend or close an account or assistant, with notice where it's reasonable to give it, if:

• you seriously or repeatedly break these terms or the acceptable use policy;
• payment is overdue;
• it is needed to protect the service, other customers or end users from harm or a security threat; or
• the law or a competent authority requires it.

Before you delete a workspace, export anything you want to keep (leads and orders can be exported as CSV, and conversations through the REST API on plans that include it). When a workspace is deleted, we delete its customer data as described in the data processing addendum. Sections that by their nature should survive termination, including 4, 12 to 15 and 17, continue to apply.

11.Our service and intellectual property

We own the service, including its software, design and documentation. We give you a non-exclusive, non-transferable right to use it for your business during your subscription, in line with these terms. Don't copy, resell, reverse engineer or build a competing product from the service, except where the law allows it. If you send us feedback, we may use it without any obligation to you.

12.Confidentiality and security

Each of us will keep the other's non-public information confidential and use it only for this agreement. We protect customer data with the technical and organisational measures described in the data processing addendum and on our security page.

13.Warranties and disclaimers

We will provide the service with reasonable skill and care. You confirm that you will use it in line with these terms and the law.

Apart from that, and to the extent the law allows, the service is provided “as is” and “as available”. We don't promise that it will be uninterrupted or error-free, or that AI output will be accurate, complete or suitable for a particular purpose, and we exclude all other warranties and conditions, express or implied.

14.Limitation of liability

Nothing in these terms limits liability that can't be limited by law, such as liability for death or personal injury caused by negligence, or for fraud.

Subject to that, neither of us is liable for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss. Each party's total liability arising out of or in connection with this agreement in any 12-month period is limited to the fees you paid us for the service in that period, or 100 US dollars if you use only the free plan.

These limits don't apply to your obligation to pay fees, or to your indemnity in section 15.

15.Your indemnity

You will defend and compensate us against claims by third parties, including your end users and regulators, that arise from your customer data, from your use of the service in breach of these terms, the acceptable use policy or the law, or from your failure to give your end users the notices or obtain the consents the law requires.

16.Changes to these terms

We may update these terms from time to time. For changes that materially affect you, we will tell you by email or in the dashboard at least 30 days before they take effect, unless the change is required sooner by law or to address a security risk. If you don't agree, you can cancel before the change takes effect. If you keep using the service afterwards, the new terms apply.

17.General

• Governing law. These terms are governed by the laws of the country in which ReeBot is established, and its courts have exclusive jurisdiction, except that either of us may seek urgent relief in any competent court.
• Events beyond control. Neither of us is responsible for delays or failures caused by events outside our reasonable control.
• Assignment. You may not transfer this agreement without our consent. We may transfer it to a successor to our business with notice to you.
• Whole agreement. These terms, the policies they refer to and any order form are the whole agreement between us about the service. If a provision is unenforceable, the rest still applies. Not enforcing a right straight away doesn't mean we give it up.
• Notices. We send notices to the email address of your workspace owner. You can send notices to the address below.

18.Contact

• ReeBot