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Terms of Service

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1. Who we are and what these terms cover

Chatbot SaaS (the "Service") is a product of Drupal Experience (drupalexperience.com), a business registered with the Chamber of Commerce of Bucaramanga, Colombia (commercial registration no. 669026), based in Bucaramanga, Santander, Colombia ("we", "us"). You can reach us at [email protected].

These terms are an agreement between us and the person or organisation that creates an account (the "Customer", "you"). By creating an account, starting a trial, buying a plan or using the Service, you accept these terms and our Privacy Policy and Refund Policy. If you accept them on behalf of an organisation, you confirm you are authorised to bind it. If you do not accept them, do not use the Service.

2. Definitions

  • Chatbot: an AI assistant you configure in the Service and embed on your website.
  • Customer Content: everything you or your team give the Service — web pages, texts, questions and answers, files, settings, logos and images.
  • Visitor: a person who uses a Chatbot on your website.
  • Visitor Data: what Visitors write or send through a Chatbot, including live chat with your team, and the technical data that comes with it.
  • Team Members: the administrators and advisors you invite to your account.
  • Conversation: a session between a Visitor and a Chatbot, as counted on the pricing page.

3. Your account

  • You must be at least 18 and use the Service for business or professional purposes.
  • Give us accurate information and keep it up to date. You are responsible for everything done with your account and by your Team Members, and for keeping passwords and two-factor codes safe. Tell us at once at [email protected] if you suspect unauthorised access.
  • Support access. When you ask us for help, or when needed to keep the Service secure, our support staff may sign in to your account as one of your Team Members to see what they see. Every such access is recorded. We never use it for any other purpose.

4. Free trial

New accounts can try the Service for free for 14 days or 100 Conversations, whichever comes first, without a payment card. During the trial the Chatbot shows a "Powered by Chatbot SaaS" notice and the trial plan limits apply. When the trial ends, the Chatbot stops appearing on your website until you choose a paid plan. If you do not, your account and its data are deleted as described in section 15. We may change or end trial offers for new sign-ups at any time; a trial already started keeps its terms.

5. Plans, payments and Paddle

  • Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service enquiries and handles returns. When you pay, you buy from Paddle, under Paddle's Buyer Terms, which apply to the payment in addition to these terms.
  • Prices, what each plan includes (Conversations per period, Chatbots, domains, indexed knowledge, Team Members) and the available add-ons and top-ups are shown on the pricing page and in your account before you buy. Paddle calculates and collects the sales tax or VAT that applies in your country and issues your invoice.
  • Subscriptions renew automatically at the end of each billing period, for the same period and the price then in force, until you cancel. You can cancel at any time from "Plan and billing" in your account; the plan stays active until the end of the period already paid, and then does not renew.
  • Changes of plan or add-ons take effect as shown before you confirm them, including any prorated charge or credit that Paddle calculates.
  • Top-ups (extra Conversations bought separately) are valid for 12 months from purchase and are used after the Conversations included in your plan for the period.
  • Failed payments. If a renewal payment fails, Paddle will retry it. The Service keeps working for a grace period of 7 days, with reduced AI capacity as described in your account; after that, the Chatbot is suspended until the payment succeeds.
  • Price changes apply from your next renewal, and we will tell you by email at least 30 days before. If you do not agree, cancel before the renewal.
  • Refunds are covered by our Refund Policy.

6. Usage limits and fair use

  • Each plan includes a number of Conversations per billing period. When you reach it, the Chatbot keeps working as shown in your account (for example, using top-ups); otherwise it stops answering until the next period or until you add capacity. We will never charge you for usage beyond your plan without your consent.
  • A Chatbot works only on the domains you register for it. You may not use it, or let others use it, on other domains, nor try to get around this check.
  • We protect the Service against automated abuse (for example, bots sending messages to your Chatbot). Conversations we identify as automated may be blocked and are not counted against your plan.
  • We may set reasonable technical limits (message length, file size, request rates) to keep the Service working for everyone. They are described in your account or in our documentation.

7. Your content

  • You own your Customer Content and your Visitor Data. You give us a non-exclusive, worldwide licence to host, copy, process, index and display them only to provide, secure and support the Service for you, for as long as you use it and the retention periods in our Privacy Policy last.
  • We do not use your Customer Content or Visitor Data to train any AI model shared with other customers. Each Chatbot has its own knowledge base, separated from every other customer's.
  • You confirm that you have the rights needed to give us your Customer Content (including content you ask the Service to read from a website) and that using it with the Service does not infringe anyone's rights or break any law.
  • You are responsible for the accuracy of your Customer Content and for the instructions, texts and behaviour you configure for your Chatbots.

8. AI-generated answers

  • Chatbots answer using AI models and your Customer Content. AI answers can be inaccurate, incomplete or out of date, even when the Chatbot is told to answer only from your content. Review your Chatbot's answers, keep your content current and offer Visitors a way to reach a person (the Service includes live chat and contact requests for this).
  • Answers are not professional advice (legal, medical, financial, tax or any other). Do not configure a Chatbot to make decisions with legal or similarly significant effects on people without human review.
  • You must make clear to Visitors that they are talking with an AI assistant. The Service does so by default; do not remove or hide it.

9. Acceptable use

You must not use the Service, or let a Chatbot be used, to:

  • break any law, or help others do so;
  • create, store or distribute illegal content, child sexual abuse material, sexual content involving a person without their consent, or deceptive impersonations of real people (deepfakes);
  • promote violence, terrorism, harassment or hatred against people based on a protected characteristic;
  • distribute malware, phishing, spam or unsolicited messages;
  • infringe intellectual property, privacy or other rights;
  • collect special categories of personal data (such as health data, payment card numbers or government ID numbers) through a Chatbot without a lawful basis and the safeguards the law requires — and never payment card numbers;
  • target or knowingly collect data from children under the age required by the law that applies to you;
  • probe, attack, overload or interfere with the Service or other customers' data; reverse engineer it, except where the law allows it; or access it by means other than the interfaces we provide;
  • resell or share access to the Service, or use it to build a competing product, without our written agreement.

We may remove content or suspend a Chatbot that breaks these rules (see section 15).

10. Live chat and your team

The Service lets your Team Members talk with Visitors in real time. You are responsible for what your Team Members write, for their compliance with these terms and with the law, and for configuring who attends each Chatbot and when. Transcripts of live chats are kept for the period stated in our Privacy Policy and can be downloaded from your account.

11. Data protection — processing Visitor Data for you

For Visitor Data and the personal data in your Customer Content, you are the controller (responsable) and we are your processor (encargado) under Colombian Law 1581 of 2012, the EU and UK GDPR and similar laws. This section is our data processing agreement with you. We will:

  1. process that data only to provide the Service as described in these terms and in your settings, which are your documented instructions, unless the law requires otherwise (and then we will tell you, if the law allows);
  2. make sure the people who process it are bound by confidentiality;
  3. apply appropriate technical and organisational security measures, including encryption in transit, isolation of each Chatbot's data, access control and logging;
  4. use only the sub-processors listed in our Privacy Policy, under written terms that protect the data at least as much as this section; we will give you 30 days' notice of new sub-processors by email or in your account, and you may object or terminate if you do not agree;
  5. help you answer requests from Visitors exercising their rights, and with security and impact assessments, as far as the Service allows;
  6. notify you without undue delay, and in any case within 72 hours, after becoming aware of a personal data breach that affects your data;
  7. delete the data at the end of the Service as described in section 15, unless the law requires us to keep it; and
  8. make available the information needed to show compliance with this section.

Data is processed in the United States (see "International transfers" in our Privacy Policy). Where the GDPR applies, the European Commission's Standard Contractual Clauses (module 2, controller to processor) are incorporated by reference.

Your obligations: you must have a lawful basis to collect Visitor Data through your Chatbot, tell Visitors about it in your own privacy notice (including that you use Chatbot SaaS), and handle requests they send you.

12. Third-party services

The Service relies on third parties for hosting, content delivery, payments, email and AI models (listed in our Privacy Policy). Their availability is outside our control. Links to third-party sites are provided for convenience only.

13. Our intellectual property

We and our licensors own the Service, its software, design, documentation and brand. These terms give you a limited, non-exclusive, non-transferable right to use the Service during your subscription; they do not transfer any intellectual property to you. If you send us feedback or suggestions, we may use them without obligation to you.

14. Availability and support

We work to keep the Service available and secure, but we do not guarantee that the Service will be uninterrupted or error-free. We may carry out maintenance, preferably at times of low use, and change or improve features. If we remove a feature that is essential to a paid plan, we will tell you in advance and you may cancel and request a refund of the unused part of the current period. Support is provided by email at [email protected] and through the contact options in your account.

15. Suspension, cancellation and deletion

  • You can cancel your subscription at any time (section 5) and ask us to delete your account.
  • We may suspend or terminate your account or a Chatbot, with notice where reasonable, if you seriously or repeatedly break these terms, do not pay, put the security of the Service or others at risk, or if the law requires it. In urgent cases (for example, an attack or illegal content) we may act first and tell you afterwards.
  • After the end of the subscription, an expired trial or a suspension that is not resolved, we keep your account and data for 30 days, so you can come back or export what you need, and we warn you by email 7 days before deletion. After that, your account, Customer Content and Visitor Data are permanently deleted, except what we must keep by law (for example, billing records) and backups, which are overwritten within their normal cycle.
  • What we keep after deletion: a record of the account without personal data — the organisation's name, country and website, the plans it had, its payments and top-ups, and the number of conversations it used — for accounting and to answer billing questions. Invoices are issued and kept by Paddle.
  • Sections that by their nature should survive (such as 7, 11, 13, 16–20) survive termination.

16. Disclaimer

Except as expressly stated in these terms, the Service is provided "as is" and "as available". To the extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement. Nothing in these terms limits rights that the law does not allow to be limited, including consumer rights where they apply.

17. Limitation of liability

To the extent the law allows: (a) neither party is liable for indirect or consequential damages, lost profits, revenue or data, or business interruption; and (b) each party's total liability arising from these terms is limited to the amounts you paid for the Service in the 12 months before the event that caused it. These limits do not apply to fraud, wilful misconduct or gross negligence, to your payment obligations, or to your obligations under sections 9 and 18.

18. Indemnity

You will defend and indemnify us against claims by third parties arising from your Customer Content, from how you use the Service or configure your Chatbots, or from your breach of sections 7, 9 or 11.

19. Changes to these terms

We may update these terms. If a change is material, we will tell you by email or in your account at least 30 days before it takes effect; if you do not agree, you may cancel before then and request a refund of the unused part of a prepaid period. Changes required by law or that only benefit you may take effect sooner. The date at the top shows the current version.

20. Law and disputes

These terms are governed by the laws of the Republic of Colombia. Before going to court, please write to us at [email protected]: most problems are solved that way. Disputes will be decided by the competent courts of Bucaramanga, Colombia, without prejudice to any mandatory right you have to bring a claim in the courts of your place of residence as a consumer.

21. General

You may not transfer this agreement without our consent; we may transfer it as part of a reorganisation or sale of the business, telling you in advance. If a provision is found invalid, the rest stays in force. Not enforcing a right is not a waiver of it. Neither party is liable for delays caused by events beyond its reasonable control. These terms, with the Privacy and Refund policies, are the whole agreement about the Service. This English version is the reference text; for Customers located in Colombia, the Spanish version prevails.

22. Contact

Drupal Experience — Chatbot SaaS · Bucaramanga, Santander, Colombia · [email protected] · phone +57 607 654 9002 · WhatsApp +57 333 279 3371

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