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Terms of Service

Last updated: 9 November 2026

These terms govern your use of Assistline AI, an AI customer support platform for businesses. Please read them carefully; they explain what we provide, what we expect from you, and how billing, cancellation and data work.

Draft. Items highlighted like this are placeholders that must be confirmed by Assistline AI before this document takes effect.

1. Who we are

Assistline AI (the “Service”) is provided by [legal entity name], a company registered in [country] under number [registration number], with its registered address at [registered address] (“Assistline AI”, “we”, “us”). When you use the Service, you enter into an agreement with us.

2. Accepting these terms

By creating an account, starting a subscription or otherwise using the Service, you agree to these terms. If you use the Service on behalf of a business, you confirm that you are authorised to accept these terms on its behalf, and “you” refers to that business. If you do not agree, do not use the Service.

You must be at least [minimum age, e.g. 18] years old to create an account.

3. The service

Assistline AI lets businesses create AI assistants that answer their customers’ questions using content the business provides (such as website pages, documents, FAQs and price lists), embed those assistants on websites and connected messaging channels, follow conversations in a live inbox, hand conversations over to human team members, and view analytics. Features and limits depend on your plan, as described on our Pricing page.

4. Accounts and workspaces

  • You must provide accurate information and keep your login credentials secure. You are responsible for activity under your account.
  • A workspace belongs to the business that created it. The workspace owner controls who is invited, their roles and the workspace’s settings.
  • Tell us promptly at [support email] if you believe your account has been accessed without permission.

5. Plans, billing 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 handles payment, invoicing, applicable sales taxes (such as VAT), and customer service inquiries relating to payments. Your purchase is also subject to Paddle’s Buyer Terms.

  • Free plan. The Free plan is free of charge, with the limits shown on the Pricing page. No payment details are needed.
  • Paid plans. Paid plans are subscriptions billed in advance on a recurring monthly basis at the price shown at checkout. Prices are shown in US dollars; taxes are calculated and added by Paddle where they apply.
  • Automatic renewal. Subscriptions renew automatically at the end of each billing period until cancelled. Paddle charges the payment method you provided at each renewal.
  • Usage limits. Each plan includes a monthly number of AI replies and other limits. If you reach the AI reply limit, the assistant pauses until the next billing month or until you upgrade; your team can still reply from the inbox.
  • Plan changes. You can upgrade from the Plans page of your workspace; for other plan changes, contact us. Any proration or charges are calculated by Paddle and shown before you confirm.
  • Price changes. We may change prices for future billing periods. We will tell you at least [notice period, e.g. 30 days] in advance; if you do not accept the new price, you can cancel before it takes effect.
  • Failed payments. If a renewal payment fails, Paddle will retry it. If payment cannot be collected, we may move the workspace to the Free plan.

6. Cancellation and refunds

You can cancel a subscription at any time through paddle.net (look up your order with the email used at checkout) or the subscription link in any Paddle receipt, or by asking us at [support email] and we will cancel it for you. Cancellation takes effect at the end of the current billing period; you keep paid features until then, after which the workspace moves to the Free plan. Refunds are handled as described in our Refund Policy.

7. Acceptable use

You must not use the Service, or allow it to be used, to:

  • break any law or regulation, or infringe anyone’s rights, including intellectual property and privacy rights;
  • commit fraud, impersonate others, mislead people about who they are talking to, or send spam or unsolicited messages;
  • upload or distribute malware, or probe, scan, overload or attempt to breach the security of the Service or other systems;
  • scrape the Service or access it by automated means other than our published APIs and widgets;
  • generate or distribute content that is unlawful, harassing, hateful, sexually exploitative, violent, or otherwise harmful;
  • provide medical, legal, financial or other regulated professional advice through the assistant without the oversight required in your field;
  • resell or sublicense the Service except as we agree in writing.

We may remove content or restrict features that violate this section.

8. AI-generated answers

  • Assistants generate answers automatically using third-party AI models and the content you provide. Answers can be incomplete, outdated or wrong. You are responsible for the content you supply, for configuring your assistant, and for reviewing how it answers your customers.
  • Assistants are designed to answer from your content and to offer a human when the answer is not there, but we do not guarantee that every answer is accurate.
  • You should tell your customers that they are talking to an AI assistant where the law requires it.
  • As between you and us, you own the answers generated for your workspace, subject to the rights of others in the content you supplied.

9. Your content and data

  • Ownership. You keep all rights to the content you upload or connect (website pages, documents, knowledge files, FAQs) and to your conversations (“Customer Content”).
  • Licence to us. You give us a limited licence to host, copy, process and transmit Customer Content only as needed to provide, secure and support the Service for you. We do not use Customer Content to train AI models of our own, and we do not sell it.
  • Your responsibilities. You confirm that you have the rights and any notices or consents needed to upload Customer Content and to let us process your customers’ messages through the Service.
  • Personal data. How we handle personal data is described in our Privacy Policy. Where we process personal data on your behalf, [confirm whether a Data Processing Agreement is offered, and link it].
  • Retention and deletion. Chat history is kept for the period included in your plan and then deleted automatically. You can delete sources, conversations and individual visitors’ data, or your whole workspace, at any time.
  • Takedown. If you believe content processed through the Service infringes your rights, contact [legal or abuse email].

10. Third-party services

The Service relies on third-party providers, including AI model providers, payment (Paddle), email delivery and hosting. You can also connect third-party channels such as Telegram, WhatsApp, Messenger, Instagram, Slack, Discord, Viber, LINE, Microsoft Teams, X and email. Your use of those channels is subject to their own terms, and we are not responsible for their availability or for changes they make.

11. Our intellectual property

We own the Service, including its software, design, documentation and brand. We give you a non-exclusive, non-transferable right to use the Service during your subscription in line with these terms. You must not copy, modify, reverse-engineer or create derivative works of the Service except where the law allows it. If you send us feedback, we may use it without obligation to you.

12. Availability and changes

We work to keep the Service available and secure, but we do not guarantee that it will be uninterrupted, error-free or available at all times. We may update, add or remove features. If we remove a material feature of a paid plan, we will tell you in advance where practical.

13. Suspension and termination

We may suspend or terminate your access if you materially breach these terms, if payment is not made, if your use creates a security or fraud risk, or for repeated or serious violations of the acceptable use rules. Where reasonable, we will tell you first and give you a chance to fix the problem. You may stop using the Service and delete your workspace at any time. After termination, your workspace data is deleted [confirm: immediately, or after a grace period of N days].

14. Disclaimers and liability

Except as stated in these terms, the Service is provided “as is” and “as available”. To the extent permitted by law, we are not liable for indirect or consequential losses, lost profits or lost data, and our total liability for any claim is limited to [liability cap, e.g. the amounts you paid us in the 12 months before the claim]. Nothing in these terms limits liability that cannot be limited by law, or your statutory rights as a consumer.

15. Governing law

These terms are governed by the laws of [governing law], and disputes will be handled by the courts of [jurisdiction], unless mandatory consumer law in your country gives you other rights.

16. Changes to these terms

We may update these terms. We will post the new version here with a new “last updated” date and, for material changes, tell workspace owners by email or in the dashboard before they take effect. Continued use after the effective date means you accept the updated terms.

17. Contact

Questions about these terms: [support or legal email]. Payment and invoice questions can also be sent to Paddle via paddle.net.