Terms of service

What we provide

Gemerald is a hosted platform for building and running AI agents that talk to your customers over written channels. You configure the agent, connect the channels, and we run it.

We improve the platform continuously. We will not remove something you depend on without telling you first.

Your account

• Keep your login details to yourself, and tell us promptly if you think they have been compromised.
• You are responsible for what happens under your account, including what the people you invite to it do.
• Give us accurate details, and keep them current — particularly the billing ones.

Your content, and what the agent says

Everything you give the agent to work from stays yours. We use it to run the service for you and for nothing else.

The agent generates its replies, so you should understand clearly what that means: it is not a lookup table, and it can be wrong. You are responsible for what your agent says to your customers, exactly as you would be for an employee. We give you the tools to test it, constrain it, read every transcript and hand a conversation to a person — use them before you put it in front of customers, and keep watching afterwards.

Do not use the platform to mislead people about who they are talking to, to send messages to people who have not agreed to hear from you, or for anything unlawful. We will suspend an account doing any of those.

Third-party channels

WhatsApp, Instagram, Messenger and the storefront platforms have their own terms and their own enforcement. Connecting one means complying with it. We will not help you route around a platform rule, and we cannot keep your account on a platform that decides to remove it.

Fees

• Plans are billed in advance, monthly or annually, at the price shown when you subscribe.
• Conversations beyond your plan’s included volume are billed at the published overage rate.
• Prices are exclusive of any tax that applies where you are, which is added where we are required to collect it.
• If a payment fails we will tell you and give you a chance to fix it before anything stops working.
• We will give notice before a price change, and it never applies to a period you have already paid for.

Availability

We aim for the platform to be available continuously, and we plan maintenance to be invisible. We do not promise it will never be down, and these terms do not carry a contractual uptime commitment. If your business needs one, talk to us about it before you sign, not after.

Intellectual property

The platform, and everything in it that is not yours, remains ours. You get a licence to use it while your subscription is active — not ownership of it.

You may not copy, resell or reverse-engineer the platform, or use it to build a competing service.

Liability

Neither side excludes liability for anything the law does not allow to be excluded — including fraud, and death or personal injury caused by negligence.

Beyond that, neither side is liable to the other for indirect or consequential loss, and our total liability in any twelve-month period is limited to the fees you paid us in that period.

Ending it

• You can cancel at any time. The service continues to the end of the period you have paid for.
• We can suspend an account immediately for a serious breach — abuse, unlawful use, or non-payment after notice.
• When an account closes you can export your data. After a reasonable window we delete it.

General

If we change these terms we will tell account holders by email before the change takes effect. If a change is unacceptable to you, you may cancel rather than accept it.

If any part of these terms is unenforceable, the rest still stands.