Legal

Terms of Service

These terms govern your use of the ChAi platform. Please read them carefully.

Last updated: 15 September 2026

Welcome to ChAi.

ChAi is an AI-powered Customer Intelligence Platform designed to help businesses better understand, support, and retain their customers. By securely bringing together customer information from connected systems, ChAi provides insights that help businesses make more informed decisions throughout the customer lifecycle.

Trust is one of our core values. We believe your data belongs to you. Our role is to help you organize, analyze, and understand it — not to take ownership of it. ChAi is designed with privacy, transparency, and responsible AI principles at its core.

These Terms of Service explain your rights and responsibilities when using ChAi. Please read them carefully.

1. Acceptance of these Terms

These Terms of Service constitute a legally binding agreement between you and ChAi (“ChAi,” “we,” “our,” or “us”).

By creating an account, starting a free trial, purchasing a subscription, accessing the Services, or using any part of the Services, you agree to be bound by these Terms and all policies incorporated by reference.

If you do not agree to these Terms, you may not use the Services. If you use ChAi on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms. In that case, “you” refers to both you and the organization you represent.

2. About ChAi

ChAi is a subscription-based Software-as-a-Service (SaaS) platform that helps businesses understand their customers by bringing together information from multiple sources into a unified workspace.

Depending on your subscription and enabled features, ChAi may provide:

  • Customer health scoring
  • AI-generated customer summaries
  • Churn risk analysis
  • Customer intelligence dashboards
  • Customer lifecycle insights
  • AI recommendations
  • Reporting and analytics
  • Secure document ingestion
  • Third-party integrations
  • Workflow recommendations

The Services are designed to support business decision-making. ChAi does not replace human judgment. AI-generated insights are intended to assist users and should always be reviewed before making business, financial, legal, employment, or customer-related decisions.

3. Definitions

For purposes of these Terms:

  • Account — the registered account used to access the Services.
  • Administrator — a user authorized to manage a Workspace, billing, subscriptions, integrations, and user permissions.
  • AI Features — any functionality powered by artificial intelligence or machine learning, including summaries, recommendations, classifications, health scores, predictions, and similar capabilities.
  • Authorized User — an individual authorized by the Customer to access a Workspace.
  • Customer — the individual or legal entity that registers for or purchases a Subscription.
  • Customer Data — all information, documents, records, communications, files, metadata, and other content uploaded, synchronized, imported, or otherwise processed through the Services.
  • Documentation — user guides, help articles, technical documentation, and other documentation published by ChAi.
  • Integrations — connections between ChAi and supported third-party platforms such as CRM systems, help desk platforms, accounting systems, communication platforms, calendars, or other supported services.
  • Services — the ChAi platform, website, APIs, AI features, Documentation, customer support services, and related functionality provided by ChAi.
  • Subscription — a recurring paid plan that provides access to the Services.
  • Workspace — the dedicated environment created for a Customer within ChAi where Customer Data is processed and made available to Authorized Users.

4. Eligibility

To use the Services, you must:

  • be at least eighteen (18) years old;
  • have the legal authority to enter into a binding agreement;
  • provide accurate and complete registration information;
  • keep your information up to date; and
  • comply with these Terms and all applicable laws.

You may not use ChAi if your use would violate applicable sanctions, export control regulations, or other applicable laws.

5. Accounts and Registration

To use the Services, you must create an Account. You agree to:

  • provide accurate and complete registration information;
  • keep your login credentials secure;
  • promptly notify ChAi if you suspect unauthorized access to your Account;
  • ensure only Authorized Users access your Workspace; and
  • remain responsible for all activity occurring under your Account unless caused by ChAi’s negligence or a security incident within our systems.

You may not:

  • impersonate another person or organization;
  • create an Account using false information;
  • share credentials in a way that compromises security;
  • attempt to access another customer’s Workspace without authorization.

ChAi may suspend or terminate Accounts that materially violate these Terms or pose a significant risk to the security, integrity, or availability of the Services.

6. Subscription Plans, Billing, and Free Trial

Subscription Plans

ChAi currently offers:

  • Monthly Plan: $99 per month
  • Annual Plan: $999 per year

Subscription fees are billed in advance and automatically renew until cancelled. Prices are listed in US dollars and may be subject to applicable taxes.

Merchant of Record

Payments for ChAi subscriptions are processed by Paddle.com (Paddle.com Market Limited and Paddle Payments Limited), who act as the Merchant of Record for all transactions. When you purchase a ChAi subscription, you are purchasing from Paddle, not directly from ChAi. Paddle handles payment processing, invoicing, and tax collection on our behalf.

By subscribing, you authorize Paddle to charge your selected payment method for all applicable subscription fees and taxes. Paddle’s terms apply to the payment portion of your transaction.

Free Trial

New Customers are eligible for one fourteen (14) day free trial per organization. A valid payment method is required to begin the trial. If you do not cancel before the trial ends, your selected Subscription will automatically begin and your payment method will be charged by Paddle.

Billing

Subscriptions are billed on the date your paid Subscription begins and automatically renew on the corresponding monthly or annual anniversary date. You authorize Paddle to charge your selected payment method for all applicable Subscription fees and taxes on behalf of ChAi.

Failed Payments

If a payment cannot be processed, ChAi or Paddle will notify the Account Administrator. You will have seven (7) calendar days to update your payment information or resolve the payment issue. If payment is not received within the grace period, ChAi may suspend access to the Services until all outstanding amounts have been paid.

Cancellation

You may cancel your Subscription at any time through your account settings or by contacting ChAi. Cancellation prevents future renewals but does not immediately terminate access to the Services. You will continue to have access until the end of your current paid billing period.

Refunds

Refund requests are handled by Paddle in accordance with their refund policy. You may be eligible for a refund within 14 days of your initial purchase or renewal. To request a refund, contact us at support@askchai.tech or visit paddle.net. Paddle’s decision on refund eligibility is final.

Data After Cancellation

After your Subscription ends, Customer Data will be retained for thirty (30) days. During this period you may reactivate your Subscription, export Customer Data where supported, or contact ChAi for assistance. After the retention period expires, Customer Data will be permanently deleted from ChAi’s production systems, except where retention is required by law.

7. Customer Responsibilities

You are responsible for your use of the Services and for ensuring that your use complies with these Terms and all applicable laws. You agree to:

  • use the Services only for lawful business purposes;
  • maintain the confidentiality of your login credentials;
  • ensure that only Authorized Users access your Workspace;
  • configure and manage your connected integrations appropriately;
  • obtain any permissions, consents, or legal authority required before connecting third-party systems or importing Customer Data into ChAi;
  • review AI-generated insights before relying on them for business decisions; and
  • promptly notify ChAi if you become aware of any unauthorized use of your Account or Workspace.

You are solely responsible for the accuracy, quality, legality, and integrity of the Customer Data that you upload or synchronize with the Services.

8. Third-Party Integrations

One of ChAi’s primary functions is to connect with supported third-party platforms. These integrations may include, but are not limited to: CRM platforms, customer support systems, accounting software, communication platforms, calendar providers, document storage services, and other software supported by ChAi.

You acknowledge that:

  • third-party integrations are governed by the terms and privacy policies of those providers;
  • ChAi is not responsible for the availability or performance of third-party services;
  • changes made by third-party providers may temporarily affect integration functionality;
  • ChAi may add, modify, suspend, or discontinue integrations as technology or provider requirements evolve.

Read-Only Integrations

Unless expressly stated otherwise, ChAi connects to supported systems in read-only mode. This means ChAi is designed to retrieve and analyze Customer Data without modifying, deleting, or writing information back to your connected systems. If ChAi introduces write-enabled features in the future, they will only be available where expressly enabled by you and supported by the relevant integration.

9. AI Features

ChAi uses artificial intelligence to assist Customers in understanding customer relationships and identifying opportunities to improve customer success outcomes. AI Features may include: summaries, customer health analysis, churn risk indicators, recommended actions, classifications, trend analysis, document understanding, natural language responses, and other AI-assisted functionality.

While we continually improve our AI Features, artificial intelligence is inherently probabilistic. Accordingly:

  • AI-generated content may contain inaccuracies;
  • recommendations should not be treated as professional advice;
  • outputs should be reviewed by an appropriately qualified person before making business decisions;
  • Customers remain solely responsible for decisions made using AI-generated information.

ChAi does not guarantee that AI-generated insights will always be accurate, complete, current, or suitable for your particular circumstances.

10. Customer Data

Ownership

As between you and ChAi, you retain all right, title, and interest in and to your Customer Data. Nothing in these Terms transfers ownership of Customer Data to ChAi.

Limited License

You grant ChAi a limited, non-exclusive, worldwide license to host, store, process, transmit, analyze, and display Customer Data solely as necessary to: provide the Services; operate the platform; perform AI processing requested by you; maintain security; provide customer support; comply with legal obligations; and improve the reliability and performance of the Services. This license ends when your Customer Data is deleted from our systems, subject to any legal retention requirements.

No Sale of Customer Data

ChAi does not sell Customer Data.

No General AI Training

ChAi does not use Customer Data to train general-purpose artificial intelligence or large language models. Where AI providers process Customer Data to provide requested functionality, ChAi seeks providers that offer enterprise controls designed to prevent Customer Data from being used to train publicly available models.

Data Processing

Customer Data is processed only for the purpose of providing the Services requested by you.

11. Customer Content and Documents

Customers may upload documents, spreadsheets, reports, presentations, contracts, PDFs, and other business materials for analysis within ChAi. You represent and warrant that:

  • you own the content or have the legal right to upload it;
  • uploading the content does not infringe the rights of any third party;
  • the content does not contain unlawful material; and
  • you have obtained any necessary permissions to process personal information contained within the uploaded materials.

ChAi does not claim ownership of uploaded documents.

12. Intellectual Property

Except for Customer Data, all intellectual property rights in the Services remain the exclusive property of ChAi or its licensors. This includes, but is not limited to: software, source code, algorithms, AI models developed by ChAi, user interfaces, branding, logos, graphics, documentation, workflows, reports, designs, and platform functionality.

These Terms grant you a limited, non-exclusive, non-transferable, revocable right to use the Services during your active Subscription. No rights are granted except those expressly stated in these Terms.

You may not:

  • copy the Services except as permitted by law;
  • reverse engineer the platform except where such rights cannot legally be restricted;
  • remove copyright or proprietary notices;
  • create derivative works from the Services;
  • sell, sublicense, rent, lease, or commercially exploit the Services without our prior written consent.

13. Feedback

We welcome suggestions, feature requests, bug reports, and other feedback. If you provide feedback regarding the Services, you grant ChAi a perpetual, worldwide, royalty-free, irrevocable license to use, modify, incorporate, and otherwise exploit that feedback without restriction or compensation to you. This section applies only to feedback and does not transfer ownership of your Customer Data.

14. Confidentiality

Each party agrees to protect the other’s confidential information using reasonable care. Confidential Information includes non-public business, technical, commercial, financial, security, and operational information disclosed in connection with the Services.

Confidential Information does not include information that:

  • is publicly available through no fault of the receiving party;
  • was lawfully known before disclosure;
  • is independently developed without reference to the confidential information; or
  • is lawfully received from another source without confidentiality obligations.

Confidential Information may only be used to perform obligations under these Terms or as otherwise required by law. Reasonable steps shall be taken to prevent unauthorized disclosure of Confidential Information.

15. Security

Protecting Customer Data is one of ChAi’s highest priorities. ChAi implements administrative, technical, and organizational measures designed to protect Customer Data against unauthorized access, loss, misuse, alteration, or disclosure. These measures may include:

  • Encryption of data in transit using industry-standard protocols.
  • Encryption of stored data where appropriate.
  • Secure authentication mechanisms.
  • Role-based access controls.
  • Security monitoring and logging.
  • Regular software updates and security patches.
  • Routine backups and disaster recovery procedures.
  • Restricted employee access based on business need.

Although we strive to protect the Services, no security system is completely infallible. You acknowledge that no method of electronic storage or internet transmission can be guaranteed to be 100% secure. You are responsible for maintaining the security of your Account credentials and promptly notifying ChAi of any suspected unauthorized access.

16. Availability of the Services

We aim to provide reliable and uninterrupted access to the Services. However, ChAi does not guarantee that the Services will always be available or operate without interruption.

Temporary interruptions may occur due to:

  • scheduled maintenance;
  • emergency maintenance;
  • software updates;
  • infrastructure failures;
  • internet outages;
  • failures of third-party service providers;
  • security incidents; or
  • events outside our reasonable control.

Where reasonably practicable, ChAi will provide advance notice of scheduled maintenance.

17. Customer Support

ChAi provides customer support through the support channels published on our website. Unless otherwise agreed in writing: support is provided during published business hours; support is provided on a commercially reasonable, best-effort basis; response times are not guaranteed. ChAi may update its support offerings from time to time.

18. Acceptable Use

You agree not to use the Services to:

  • violate any applicable law or regulation;
  • infringe another person’s intellectual property rights;
  • transmit malicious software, viruses, worms, or ransomware;
  • interfere with or disrupt the operation of the Services;
  • attempt unauthorized access to any system or Workspace;
  • probe, scan, or test vulnerabilities without authorization;
  • use the Services to distribute spam or unsolicited communications;
  • upload unlawful, fraudulent, defamatory, or abusive material;
  • impersonate another individual or organization;
  • misuse AI-generated content in a manner that violates applicable law; or
  • use the Services in any manner that could reasonably be expected to damage the security, integrity, or availability of ChAi.

You are responsible for ensuring that all Authorized Users comply with these Terms.

19. Suspension of Services

ChAi may suspend access to all or part of the Services where reasonably necessary to:

  • investigate suspected fraud or unlawful activity;
  • protect the security or integrity of the Services;
  • prevent harm to other customers;
  • comply with legal obligations;
  • address repeated or material violations of these Terms; or
  • respond to non-payment after the applicable grace period.

Where practical, we will provide notice before suspension. Immediate suspension may occur where necessary to protect the Services or comply with law. Suspension does not relieve you of your obligation to pay any outstanding Subscription fees.

20. Termination

You may terminate your Subscription at any time in accordance with these Terms. ChAi may terminate or suspend your Account if:

  • you materially breach these Terms;
  • you repeatedly violate our Acceptable Use Policy;
  • your use creates a significant security risk;
  • you fail to pay applicable Subscription fees after the grace period;
  • continued provision of the Services would violate applicable law.

Where appropriate, ChAi will provide an opportunity to remedy the breach before termination. Upon termination: your right to access the Services immediately ends; Customer Data will be retained in accordance with our published retention policy; provisions intended to survive termination will remain in effect.

21. Beta Features

From time to time ChAi may offer experimental or beta functionality. Beta Features: may be incomplete; may change without notice; may contain errors; may be modified or discontinued at any time. Unless otherwise stated, Beta Features are provided “as is” without warranties of any kind. Your use of Beta Features is voluntary. We appreciate feedback that helps us improve these features.

22. Disclaimers

THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW. TO THE MAXIMUM EXTENT PERMITTED BY LAW, CHAI DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING WARRANTIES OF: MERCHANTABILITY; FITNESS FOR A PARTICULAR PURPOSE; TITLE; NON-INFRINGEMENT; AND UNINTERRUPTED OR ERROR-FREE OPERATION.

ChAi does not warrant that:

  • AI-generated outputs will always be accurate;
  • recommendations will be suitable for every business;
  • third-party integrations will remain continuously available;
  • reports will always be complete or current;
  • the Services will operate without interruption.

Customers remain responsible for validating information before making business decisions.

23. Limitation of Liability

To the maximum extent permitted by applicable law, ChAi and its directors, employees, contractors, licensors, and affiliates shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to: lost profits; lost revenue; lost business opportunities; loss of goodwill; business interruption; loss of anticipated savings; corruption or loss of data; or procurement of substitute services.

To the maximum extent permitted by law, ChAi’s aggregate liability arising out of or relating to the Services shall not exceed the total Subscription fees actually paid by the Customer to ChAi during the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes liability that cannot legally be excluded under applicable law.

24. Indemnification

You agree to indemnify, defend, and hold harmless ChAi, its directors, officers, employees, contractors, and affiliates from and against claims, losses, liabilities, damages, costs, and reasonable legal expenses arising from:

  • your misuse of the Services;
  • your breach of these Terms;
  • your violation of applicable law;
  • Customer Data you upload or process through the Services; or
  • infringement of third-party rights caused by your use of the Services.

This obligation survives termination of these Terms.

25. Force Majeure

Neither party shall be liable for delays or failures in performance caused by circumstances beyond its reasonable control, including: natural disasters; war; terrorism; civil unrest; labor disputes; widespread internet failures; power outages; governmental actions; pandemics; or failures of critical third-party infrastructure. The affected party shall use commercially reasonable efforts to resume performance as soon as reasonably practicable.

26. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa. Any dispute arising out of or relating to these Terms or the Services shall be subject to the exclusive jurisdiction of the courts of South Africa.

If you access the Services from outside South Africa, you do so on your own initiative and are responsible for compliance with your local laws.

27. General

These Terms, together with any policies incorporated by reference, constitute the entire agreement between you and ChAi regarding the Services. If any provision of these Terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permitted, and the remaining provisions will remain in full force and effect. Our failure to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision.

We may update these Terms from time to time. If we make material changes, we will notify you by email or by posting a notice on the platform before the changes become effective. Your continued use of the Services after any such changes constitutes your acceptance of the updated Terms.

For any questions about these Terms, please contact us at support@askchai.tech or visit askchai.tech.

Questions about these Terms?

Reach out at support@askchai.tech or visit askchai.tech.

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