Terms of Service
These Terms of Service ("Terms") govern your access to and use of SimpledAId, an AI customer-service and sales chatbot, and the simpledaid.com website (together, the "Service"), provided by Simpled Tech Limited, registered in England and Wales (company number 13391034, registered office 2 Eastbourne Terrace, London, W2 6LG, United Kingdom) ("we", "us", "SimpledAId"). By creating an account or using the Service, you ("Customer", "you") agree to these Terms. If you are agreeing on behalf of a business, you confirm you have authority to bind it.
These Terms incorporate our Privacy Policy, Cookie Policy, and — where you process personal data through the Service — our Data Processing Addendum (DPA).
1. The Service
SimpledAId connects to your online store or website, learns your knowledge base, and provides an AI chat widget that answers your shoppers' questions and assists with sales, with optional escalation to a human agent. Features, integrations and limits depend on your plan. We may improve or change the Service, and will not materially reduce core functionality of a paid plan without notice.
2. Accounts
You must provide accurate registration details, keep your credentials secure, and are responsible for all activity under your account. You must be at least 18 and able to form a binding contract.
3. Plans, fees and billing
- Plans and pricing are as shown at sign-up (for example fixed monthly tiers, or per-resolution pricing). A free or reverse trial may be offered subject to its stated limits.
- Billing. Fees are charged in advance (subscription) and/or in arrears for usage (for example per resolved conversation or overage), via our payment provider. A "resolution" is a positively-signalled resolved conversation as defined in your plan; we bill only for genuine resolutions, not mere silence.
- Taxes. Fees exclude VAT and other taxes, which we add where applicable.
- Late or failed payment. We may suspend the Service for non-payment after notice.
- Changes. We may change prices on renewal with at least 30 days' notice. Promotional discounts (for example first-month offers) apply as stated and then revert to standard pricing.
- Refunds. Fees are non-refundable except where required by law or expressly stated.
4. Your responsibilities and acceptable use
You agree that you will:
- have all rights and a valid lawful basis to provide the content and data you connect (your knowledge base, store data, and the shopper messages the widget processes);
- maintain your own privacy notice to your shoppers covering the chat widget, as you are the controller of that data and we are your processor (see the DPA and Privacy Policy §2);
- not submit through the Service any special-category personal data (health, biometric, etc.) or full payment-card numbers, and not use the Service to collect such data;
- not use the Service unlawfully, to send spam, infringe IP, transmit malware, attempt to reverse-engineer or extract the underlying models, scrape, overload, or circumvent usage limits or security;
- be responsible for the accuracy of the information the bot is trained on, and for any decisions you or your shoppers make based on bot output (AI can be wrong — see §7).
We may suspend or terminate for breach of this section, and where required to comply with law.
5. Intellectual property
- Our IP. We and our licensors own the Service, software, models we licence, and all related IP. We grant you a non-exclusive, non-transferable, revocable licence to use the Service during your subscription.
- Your content. You retain all rights in your knowledge base, store data and shopper messages ("Customer Content"). You grant us a limited licence to host and process Customer Content solely to provide the Service (including sending relevant text to our LLM sub-processors to generate replies).
- No training on your data. We do not use Customer Content, and we do not permit our AI sub-processors to use it, to train or fine-tune AI models (see Privacy Policy §6).
- Feedback you give us about the Service may be used by us without restriction.
- Aggregated and anonymised data. We may use aggregated, de-identified data that does not identify you or any individual to operate and improve the Service.
6. Third-party services and AI providers
The Service relies on third parties (for example hosting, LLM providers, your store platform). We are not responsible for third-party services outside our control, but we choose reputable sub-processors under data-processing terms (see the Sub-processor list). Your use of a connected store platform is subject to that platform's terms.
7. AI disclaimer
SimpledAId uses large language models that generate responses automatically. Output may be inaccurate, incomplete or unexpected. You are responsible for reviewing and configuring the bot, setting escalation rules, and for the information it relies on. The Service does not provide legal, financial, medical or other professional advice, and you must not present its output as such to your shoppers.
8. Service levels and availability
We aim for high availability but the Service is provided on a commercially reasonable best-efforts basis unless a separate written SLA applies to your plan. We may perform maintenance (with notice where practicable) and may modify or discontinue features.
9. Warranties and disclaimers
We warrant that we will provide the Service with reasonable skill and care. Otherwise, to the maximum extent permitted by law, the Service is provided "as is" and "as available", and we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that AI output will be accurate.
10. Limitation of liability
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded (for example death or personal injury caused by negligence, or fraud). Subject to that:
- Neither party is liable for indirect, special, incidental or consequential loss, loss of profits, revenue, goodwill or data.
- Our total aggregate liability arising out of or related to the Service in any 12-month period is limited to the greater of (a) the fees you paid us in the 12 months before the event giving rise to the claim, or (b) £100.
11. Indemnity
You will indemnify us against third-party claims arising from your Customer Content, your breach of these Terms, or your unlawful use of the Service, including claims that the data you connected infringed rights or was processed without a lawful basis.
12. Data protection
Each party will comply with applicable data-protection law. Where we process personal data on your behalf, the DPA applies and forms part of these Terms; you are the controller and we are the processor for that data. Our handling of your account data, as controller, is described in our Privacy Policy.
13. Confidentiality
Each party will protect the other's non-public information disclosed under these Terms and use it only to perform under these Terms.
14. Term, suspension and termination
- These Terms run while you have an account. Subscriptions renew per your plan unless cancelled before renewal.
- Either party may terminate for material breach not cured within 14 days' notice. We may suspend immediately for security, legal or non-payment reasons.
- On termination, your licence ends and we will delete or return Customer Content per the DPA. Clauses that by nature survive (IP, liability, indemnity, confidentiality) survive termination.
15. Changes to these Terms
We may update these Terms. For material changes we will give reasonable notice (email or in-app). Continued use after the effective date constitutes acceptance.
16. Governing law and disputes
These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, without prejudice to any mandatory consumer-protection rights you may have in your own jurisdiction.
17. General
These Terms (with the incorporated policies and DPA) are the entire agreement and supersede prior agreements. If any provision is unenforceable, the rest stays in effect. You may not assign these Terms without our consent; we may assign them in connection with a merger or sale. No waiver is implied by delay. Notices to us should be sent to [email protected].
Related: Privacy Policy · Cookie Policy · Sub-processor list.