Terms of Service

1. Service and eligibility

CustomAnswer provides tools for building and operating AI-assisted customer communications, knowledge bases, integrations, analytics, and related services (the “Service”). You must be at least 18 and legally able to contract. You are responsible for accurate account details, authorized users, credentials, and activity under your account. Tell us promptly of suspected unauthorized access.

2. Customer responsibilities

You control the contacts, messages, files, instructions, and other content you submit (“Customer Data”). You represent that you have all rights, notices, permissions, and lawful bases needed for us and our subprocessors to process Customer Data and communicate through connected channels. You must honor opt-outs and platform rules and must not use the Service for unlawful surveillance, spam, deception, harassment, discrimination, malware, rights infringement, regulated professional decisions without qualified human review, or activities likely to cause serious harm.

You must not gain unauthorized access, probe or disrupt systems without permission, bypass authentication or metering, use automated means to extract protected Service content, or resell access without our written agreement. Reverse engineering is prohibited except to the extent applicable law permits it despite this restriction. You are responsible for your authorized users and for obtaining the consent required for messages sent through your account.

3. AI-generated communications

AI output can be incomplete, inaccurate, offensive, or unsuitable. You must test configurations, maintain appropriate human oversight, and independently verify output before relying on it for legal, medical, financial, employment, credit, housing, safety, or other high-impact decisions. You must not misrepresent an AI agent as a human and must provide recipients any AI disclosure required by law or platform policy. We do not guarantee a particular response, uptime, conversion, or business result.

4. Coins, metering, and expiration

Coins are prepaid credits for consuming Service features, not cryptocurrency or an investment. They cannot be resold, transferred, or redeemed for cash except where required by law. Their legal treatment is determined by applicable law. Usage is converted to Coins using the rates displayed in the Service. AI and third-party usage may be calculated from provider cost and rounded up to the next whole Coin. We may change usage rates prospectively with reasonable advance notice. We may correct documented accounting errors and remove fraudulently obtained or refunded Coins; contact us if you believe an adjustment is incorrect.

If we decide to permanently discontinue the Service, remaining purchased Coins expire at the end of a six-calendar-month wind-down period after we send the closure notice, where permitted by law. The notice will state the exact expiry date and time and explain how to use remaining Coins and export data. During ordinary operation, purchased Coins have no scheduled expiry and do not expire merely because of inactivity. Closing a single feature does not expire Coins that remain usable for other Service features. Temporary outages do not expire purchased Coins. The closure conditions in Section 12 and the account termination provisions in Section 11 apply.

Promotional or free Coins may have expiry dates or restrictions clearly disclosed when granted. Closure or account termination does not extinguish any refund, redemption, or other right required by applicable law or promised under these Terms. This policy does not retroactively reduce rights attached to earlier purchases.

5. Purchases, price changes, taxes, and payment methods

Prices, included Coins, currency, and applicable taxes are shown before checkout. You authorize our payment processor to charge the amount shown. We may change prices for future purchases, but a change does not alter a completed one-time purchase. You are responsible for applicable taxes other than taxes on our income. Payment-card details are collected by Stripe; we generally receive identifiers, status, brand, and last four digits rather than the full card number.

6. Optional Auto-Reload

Auto-Reload is a recurring, indefinite payment authorization until you disable it. If you separately opt in, you authorize Stripe and CustomAnswer to keep your payment method and automatically charge the displayed price for the selected Coin package whenever your balance is at or below your chosen threshold. Multiple charges may occur in a billing period when usage repeatedly crosses the threshold. Taxes may apply. We may retry a failed charge and may pause Auto-Reload or the Service after failure.

You can disable or change Auto-Reload at any time in Billing settings; disabling applies before the next charge and does not reverse a charge already initiated. We record the package, price, currency, terms version, and time of consent. If the package price, currency, or these Auto-Reload terms change, Auto-Reload is disabled and must be authorized again. We will not silently charge a changed package price under an older authorization.

7. Refunds, disputes, and negative balances

Except where law requires otherwise or these Terms expressly provide a refund, purchases are final and unused or voluntarily abandoned purchased Coins are not refundable. This does not limit the refunds for closure or termination by us described in Sections 11 and 12. Contact [email protected] promptly about mistakes or refund requests. Any approved refund for unused purchased Coins is based on the amount actually paid for those Coins, taking account of discounts and previous refunds; free or promotional Coins have no refundable purchase price.

Refunds, reversals, or chargebacks allow us to remove corresponding Coins; if already used, your balance may become negative and access may be limited until resolved. We may investigate suspected payment fraud and request reasonably necessary verification. A good-faith payment dispute alone is not grounds for punitive account deletion. Nothing here removes statutory cancellation, payment-dispute, or refund rights.

Where consumer law gives you a cooling-off period, a right to cancel, or a remedy for a defective or unavailable digital service, those rights remain available. Accepting these Terms alone does not waive them. If early performance requires a separate express request or acknowledgment, we must obtain it separately. Contact us using Section 19 to exercise these rights.

8. Integrations and third parties

Connected services such as Meta products, Google services, Stripe, and storage or messaging providers are governed by their own terms. You authorize us to exchange Customer Data with integrations you enable. We are not responsible for third-party changes, suspension, content, or availability and may remove an integration when necessary for security, law, or platform compliance.

9. Intellectual property and data license

We and our licensors retain the Service, software, branding, documentation, and improvements. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable right to use the Service during your account term. You retain Customer Data. You grant us a worldwide, limited license to host, copy, transmit, modify, and otherwise process Customer Data only to provide, secure, support, and improve the Service as described in the Privacy Policy and your instructions. As between the parties and to the extent permitted by law, you own output generated specifically for you, excluding our technology and third-party materials. Feedback may be used without restriction or compensation.

10. Confidentiality and security

Each party will protect the other's non-public confidential information with reasonable care and use it only for this relationship, subject to lawful disclosure requirements. Security measures reduce but cannot eliminate risk. You are responsible for appropriate backups and for limiting sensitive data submitted to the Service.

Confidentiality obligations do not apply to information lawfully public, already known without a duty of confidence, independently developed, or lawfully received from another source. A legally compelled disclosure must be limited to what is required, with advance notice where legally permitted. When we process personal data on your behalf, an applicable data processing agreement and mandatory data protection law govern that processing.

11. Suspension, termination, and data export

You may stop using the Service and request account deletion at any time. We may restrict features, suspend access, or terminate an account for material or repeated breach of these Terms, fraud, nonpayment, unlawful use, infringement, abuse of free credits, attempts to bypass usage limits, security threats, or binding legal or platform requirements. Measures will be proportionate to the circumstances. Where a breach can reasonably be remedied, we will ordinarily give notice and a reasonable opportunity to remedy it. Immediate action may be necessary to prevent harm, protect systems or others, comply with law, or address serious or repeated abuse. Where legally permitted, we will explain the action and you may request review at [email protected].

We may also end an account or our commercial relationship for legitimate operational or business reasons on at least 30 days' advance notice, unless law or an urgent security or third-party restriction requires earlier action. If we terminate an individual account for reasons unrelated to your breach, we will offer a refund of unused purchased Coins. A general Service closure is instead governed by the six-month wind-down provisions in Section 12. If you voluntarily delete your account or we terminate for substantiated material breach, unused Coins are not refundable except as required by law; we will not retain amounts where doing so would be an unlawful penalty.

Before voluntary deletion, export the data you need. For a planned termination by us, we will ordinarily provide an export opportunity during the notice period, unless access would be unlawful or create a security risk. On termination, access and licenses end and Auto-Reload authorization ends; charges already initiated and amounts lawfully owed remain subject to these Terms. We delete or de-identify data under the Privacy Policy, subject to backups, legal retention, disputes, and legitimate security records. Deleted data may not be recoverable. Payment obligations, confidentiality, intellectual-property protections, dispute provisions, and lawful liability limitations survive to the extent relevant.

12. Service changes, business closure, and availability

We may update or discontinue features for security, legal compliance, technical limitations, third-party changes, or commercial viability. We will give reasonable advance notice of material reductions to core paid functionality and any cancellation or refund remedy required by law. Beta and free features may change or end at any time and are provided as-is, subject to applicable law. No feature, integration, or future development is guaranteed unless expressly agreed in writing.

We may permanently close the business or discontinue all or part of the Service. For a planned closure that ends the ability to use purchased Coins, we will send at least six calendar months' advance notice to your account email and display an in-Service notice. When we announce that closure, we will stop new Coin purchases and Auto-Reload charges for the affected Service. We will keep the relevant paid functionality available throughout the wind-down period so users have a reasonable opportunity to spend their existing Coins, and provide an opportunity to export data before closure.

Where this policy was disclosed before purchase and is permitted by applicable law, Coins left unused at the end of the full six-month wind-down period expire without a voluntary cash refund. This is not a waiver of any refund, redemption, longer validity period, or other protection required by law. Rights promised for earlier purchases remain protected. We will not rely on this expiry provision to avoid a remedy owed because we prevented users from using their purchased Coins during the wind-down period.

A legal order, urgent security event, insolvency process, or loss of essential infrastructure may require earlier closure. In that case, the six-month expiry rule does not itself cancel unused balances or refund claims; applicable law, existing contractual rights, and any insolvency procedure govern the treatment of those balances. We do not promise replacement services or migration assistance unless agreed in writing.

Maintenance, network failures, provider outages, and events beyond our reasonable control may interrupt the Service. We may impose reasonable usage or rate limits to protect capacity and security. Unless a separate written service-level agreement applies, no specific uptime or service credit is promised. We will take reasonable steps to mitigate interruptions; this clause does not excuse refunds or other remedies required by law.

13. Disclaimers

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” WE DISCLAIM IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT UNINTERRUPTED, ERROR-FREE, SECURE, OR ACCURATE OPERATION. THESE DISCLAIMERS DO NOT LIMIT NON-WAIVABLE CONSUMER WARRANTIES.

14. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR LOST PROFITS, REVENUE, GOODWILL, OR DATA. EACH PARTY'S AGGREGATE LIABILITY ARISING FROM THE SERVICE WILL NOT EXCEED THE GREATER OF US$100 OR AMOUNTS YOU PAID US IN THE 12 MONTHS BEFORE THE EVENT. This limit does not apply where prohibited or to fraud, willful misconduct, your payment obligations, or liability that cannot lawfully be limited.

15. Indemnity

To the extent permitted by law, you will defend and indemnify CustomAnswer against third-party claims arising from your Customer Data, unlawful communications, breach of Sections 2 or 8, or violation of another's rights. We will give prompt notice and reasonable cooperation; you may not settle a claim by admitting our fault or imposing obligations on us without consent.

16. Governing law and disputes

Wyoming law governs without regard to conflicts rules, and state or federal courts in Sheridan County, Wyoming have exclusive jurisdiction, except that either party may seek injunctive relief in any competent court. If you are a consumer, mandatory protections and courts available in your place of residence are not displaced. Before filing, contact us and allow 30 days for informal resolution. No mandatory arbitration or class-action waiver applies under these Terms.

The informal resolution period does not prevent urgent court relief, a complaint to a regulator, or a filing needed to preserve a legal deadline. Nothing in these Terms restricts a non-waivable right to bring a claim in your local courts.

17. Changes

We may update these Terms. We will post the new date and provide reasonable notice of material changes, and will request renewed acceptance when appropriate. Changes apply prospectively. Continued use after the effective date means acceptance only to the extent permitted by law. Price changes to Auto-Reload require new consent as stated above.

18. General

These Terms, the Privacy Policy, purchase disclosures, and applicable order details are the entire agreement. If a term is unenforceable, the rest remains effective. Failure to enforce is not a waiver. You may not assign the agreement without consent; we may assign it with a merger, reorganization, or asset transfer. Electronic notices may be sent to your account email or shown in the Service. The English version controls, subject to mandatory local law.

A separately signed agreement overrides these Terms only for matters it expressly addresses; an applicable data processing agreement controls any conflict about processing personal data. Mandatory law prevails in all cases. Keep your account email current so you can receive operational and legal notices. Neither party becomes the other's agent, partner, or employer under these Terms.

19. Contact

CustomAnswer LLC, 30 N Gould St Ste R, Sheridan, WY 82801, USA
Email: [email protected]