Terms of Service

These terms govern your use of Airclou — our websites, applications, widgets, and APIs. They are written to be read: plain language, no surprises. If anything here is unclear, ask us at support@airclou.com before you rely on it.

1. Agreement to these terms

By creating an account or using any Airclou service, you agree to these terms. If you use Airclou on behalf of a company or other organization, you confirm that you have the authority to accept these terms for that organization, and "you" means both you and the organization.

If you do not agree with these terms, do not use the service.

2. The service

Airclou is a suite of business software — including Helpdesk, Playbook, the public Knowledgebase portals it powers, and the related websites, embeddable widgets, and APIs (together, the "service"). We improve the service continuously; features may be added, changed, or retired. Where a change materially reduces functionality you pay for, we will tell you in advance.

3. Your account

You need an account to use most of the service. You agree to provide accurate information, keep your credentials confidential, and promptly notify us of any unauthorized use. You are responsible for the activity that happens under your account and in the workspaces you administer, including the actions of teammates you invite.

Seats are for people. Plans priced per agent refer to human teammates with access to your workspace; a seat may not be shared between people or used as a shared machine account.

4. Plans, trials, and billing

Paid plans are billed in advance at the prices and terms shown on our pricing page at the time of purchase. Subscriptions renew automatically for the same period until cancelled. You can cancel at any time; cancellation takes effect at the end of the current billing period, and we do not refund partial periods unless the law where you live requires it.

Free plans and trials are provided so you can judge the product on your own work. We may set limits on them and change those limits. If a price changes, the new price applies from your next renewal, and we will notify you before it does. Prices exclude taxes; where we are required to collect tax, it is added at checkout.

5. Acceptable use

You agree not to use the service to:

• break the law, or infringe anyone's rights, including intellectual-property and privacy rights;
• send spam or other unsolicited messages, or distribute malware;
• probe, scan, or test the vulnerability of the service without our written permission — if you find a security issue, we want to hear about it through the contact page;
• work around usage limits, access controls, or metering, or access another tenant's data;
• resell or white-label the service without an agreement with us that says you may.

We may suspend or restrict access that we reasonably believe violates this section, and where practical we will warn you first.

6. Your content and data

You own the data you and your customers bring into the service — tickets, messages, articles, attachments, contact records (your "content"). You grant us the rights needed to host, process, transmit, back up, and display that content, solely to provide and secure the service. We do not sell your content, and we do not use it to advertise to your customers.

You are responsible for having the rights and any consents required for the content you bring, including your obligations to your own customers under applicable data-protection law. You can export your content while your account is active. After termination we delete your content within a reasonable period, except copies held in routine backups, which expire on their own schedule.

7. AI features

Parts of the service use large language models: drafted replies, article suggestions, and AI agents that can take actions you configure — such as answering customers or, where you explicitly enable it, performing gated actions like billing lookups. AI output can be wrong, incomplete, or out of date. You decide what the AI agent is allowed to do, and you are responsible for reviewing its configuration, its approval gates, and — where you choose to let it act without review — its actions.

Content processed by AI features is used to produce the output you asked for, not to train third-party foundation models.

8. Our intellectual property

The service — its software, design, and branding — belongs to Airclou and its licensors. These terms give you a limited, non-exclusive, non-transferable right to use the service for your business while your subscription is active. If you send us feedback or suggestions, we may use them without obligation to you.

9. Third-party services

The service can connect to third-party products you choose — payment processors, email providers, and other integrations. Those products are governed by their own terms, and we are not responsible for them. Enabling an integration authorizes us to exchange the data the integration needs in order to work.

10. Availability and support

We work to keep the service available and fast, and we publish what we ship. Unless your plan states a specific service-level commitment, the service is provided without an uptime guarantee. Support is available at support@airclou.com — messages land in our own Helpdesk queue and are answered by the team that builds the product.

11. Suspension and termination

You may stop using the service and delete your account at any time. We may suspend or terminate your access if you materially breach these terms, if your account is overdue after notice, or if we must do so to protect the service, other customers, or comply with law. Where the cause allows it, we will notify you and give you a chance to fix the problem first.

Sections that by their nature should survive termination — including ownership, disclaimers, limitation of liability, and governing law — do survive.

12. Disclaimers

The service is provided "as is" and "as available". To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted or error-free, or that AI output will be accurate.

13. Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data. Our total liability arising out of these terms is limited to the amount you paid us for the service in the twelve months before the event giving rise to the claim. Nothing in these terms limits liability that cannot be limited by law.

14. Changes to these terms

We may update these terms as the service evolves. When we do, we will update the date at the top of this page, and for material changes we will notify account owners before the changes take effect. Continuing to use the service after a change takes effect means you accept the updated terms.

15. Governing law

These terms are governed by the laws of the jurisdiction in which the Airclou operating entity is registered, without regard to conflict-of-laws rules. Before either of us starts a formal dispute, we agree to try to resolve it directly — write to support@airclou.com and we will engage in good faith.

16. Contact

Questions about these terms: support@airclou.com, or through the contact page.