Terms of Service

1. The service

FluentChat provides a chatbot platform that lets customers ingest their own knowledge sources (URLs, sitemaps, files, and crawled content), generate embeddings, retrieve answers, deploy a branded chat widget, and escalate conversations to human agents. The platform is composed of several services: fluent-bot (Laravel + Vue dashboard), fluent-ai (Python RAG pipeline), chat-widget (embeddable Svelte widget), and supporting infrastructure (PostgreSQL, Redis, Qdrant, and object storage for uploaded files).

2. Accounts

• Registration is currently invitation-only. You will need a valid invitation token to create an account.
• By creating an account, you represent that you have the legal capacity to enter into these terms in your jurisdiction. We do not actively verify age at signup; if you are under the age of majority where you live, you must have a parent or guardian agree on your behalf.
• You are responsible for maintaining the security of your credentials and API tokens. We recommend rotating tokens regularly.
• An account holder may invite teammates from the dashboard. Roles and permissions are managed via Spatie laravel-permission.
• You are responsible for all activity that occurs under your account, including activity by your invited teammates.
• Notify us immediately at contact@fluentchat.ai if you suspect unauthorized access.

3. Plans, billing, and trials

• Plans are billed monthly through Stripe. Yearly billing may be offered separately when available.
• The current trial includes 30 days, 1 chatbot, 1,000 indexed pages, and 4,000 messages, subject to change.
• Plan limits (bots, pages, messages, team seats) are enforced at the application layer. Exceeding them may temporarily restrict functionality until you upgrade.
• You may cancel from the billing settings page at any time. Cancellations take effect at the end of the current billing period.
• Refunds are issued at our discretion and on a case-by-case basis.
• Late-payment, failed-payment, or chargeback events may result in suspension until resolved.

4. Acceptable use

You may not use FluentChat to:

• Train on, retrieve, or distribute content you do not have the right to use, including third-party content under copyright or trade-secret protection.
• Operate a chatbot that impersonates a person without authorization, including any public figure or any FluentChat employee.
• Generate or distribute illegal content, hate speech, harassment, sexual content involving minors, or content that promotes violence.
• Probe, scan, or attempt to compromise the integrity of the platform, our infrastructure, or another customer's data.
• Reverse-engineer, decompile, or extract the source of any non-public part of the service.
• Resell access to the platform without a partnership agreement signed by us.
• Attempt to bypass plan limits, spoof usage signals, or manipulate billing telemetry.
• Use FluentChat to send unsolicited bulk messages or to automate spam outreach.
• Interfere with the chat widget on a host site you do not own or have permission to deploy on.

We may suspend or terminate accounts that violate this section, with or without notice depending on severity.

5. Your content

• You retain ownership of all knowledge sources, documents, prompts, branding, and bot configurations you upload or create.
• You grant us a limited, worldwide, non-exclusive license to host, process, transmit, and display your content solely to provide the service to you. We do not use your content to train our own foundation models.
• You represent that you have all rights necessary to grant this license, and that the content does not infringe any third-party rights.
• You may request export or deletion assistance by contacting contact@fluentchat.ai. Account deletion begins the removal of associated teams, bots, and related data. Removal completes within 30 days, except where law requires us to keep something longer. Our Data Processing Addendum covers this in more detail.

6. AI output

• FluentChat generates responses by retrieving from the sources you connect and synthesizing answers via third-party large language models. The providers we use are named in our Privacy Policy, which is the current list — we keep it there rather than here so it stays accurate. Output may be incorrect, incomplete, or context-shifted.
• You are responsible for reviewing, validating, and operationalizing AI output. Do not rely on AI output for legal, medical, financial, or safety-critical decisions without independent human review.
• The platform exposes citations, retrieval confidence, refusal behavior, and a human handoff path to help you keep AI output accountable. Configuring those features appropriately is your responsibility.
• Output generated for one customer is not stored, shared, or used to influence output generated for another customer.

7. The chat widget

• The widget is loaded from our jsDelivr-served bundle (fluent-docai/chat-widget for production, fluent-docai/chat-widget-staging for staging) and renders inside a Shadow DOM on your host page.
• You are responsible for displaying the widget only on host sites you own or have permission to embed on, and for disclosing the use of the chatbot to your visitors as required by law in your jurisdiction.
• If you enable identity verification, you must sign payloads with the secret issued from your dashboard. We are not liable for misuse of compromised secrets.
• Customizations such as colors, copy, quick questions, and escalation flows are configured through the dashboard. We reserve the right to display a "Powered by FluentChat" mark on the lower plans; higher tiers may remove it.

8. APIs and webhooks

• API access is authenticated via Laravel Sanctum personal access tokens. Treat tokens as secrets.
• We may rate-limit endpoints to protect the platform. Rate-limited requests come back as 429. Published limits live in our developer documentation; where a limit is not written down yet, ask us and we will tell you what it is.
• Our integrations — the WordPress connector being the main one — talk to us over signed webhooks. Each request carries an X-FluentBot-Signature header computed from the connection secret issued to that install, and we reject anything that does not match. Keep that secret safe: anyone holding it can speak for your install. If we later add webhooks that we send out to your own endpoints, they will be signed the same way and you should verify the signature before acting on a payload.
• We may version, deprecate, or remove API endpoints with reasonable notice. Major-version changes will be announced in advance.

9. Service availability

• We aim for high availability but do not guarantee uninterrupted service. Maintenance windows and incident reports are posted in the platform dashboard.
• Scheduled internal jobs run in the background and may briefly affect read performance. These include analytics aggregation, source refresh, session and expired-token pruning, push-token cleanup, orphaned-attachment cleanup, and stale-escalation handling. The list changes as the product does.
• We reserve the right to modify or discontinue features with notice. Material changes that affect paid plans will be announced in-app or by email.

10. Confidentiality

Each party will protect the other's non-public information using a reasonable standard of care. Customer-uploaded knowledge sources are treated as confidential and are accessed by FluentChat personnel only when necessary to operate the service or in response to a written customer request.

11. Warranties and disclaimers

The service is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, and non-infringement, except where prohibited by law. We do not warrant that AI output is accurate, complete, current, or suitable for any particular use.

12. Limitation of liability

To the maximum extent permitted by law, FluentChat is not liable for indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenues, data, or goodwill, arising from your use of the service. Our aggregate liability for any claim under these terms is limited to the amount you paid us in the twelve months preceding the event giving rise to the claim.

13. Indemnification

You agree to indemnify and hold us harmless against claims arising from your content, your violation of these terms, your violation of applicable law, or your infringement of third-party rights.

14. Termination

• You may cancel and delete your team at any time from the dashboard.
• We may suspend or terminate your account for material breach of these terms, security incidents, or failure to pay.
• On termination, sections that by their nature should survive (ownership, indemnification, liability, governing law) will survive.

15. Changes to these terms

We may update these terms as the product evolves. Material changes will be announced in-app or by email. Continued use of the service after a change takes effect constitutes acceptance of the revised terms.

16. Governing law and disputes

These terms are governed by the laws applicable to FluentChat's place of establishment, without regard to its conflict-of-laws provisions. Any dispute arising under these terms will be brought exclusively in the courts of that jurisdiction. Where consumer-protection law of your residence requires otherwise, those rights remain unaffected.

17. Contact

Questions about these terms, escalations, or notices of breach: contact@fluentchat.ai.

18. Related legal documents

Our Privacy Policy, Cookie Policy, and Data Processing Addendum form part of the terms that apply to the Services where relevant. If the DPA and these terms disagree about how personal data is processed, the DPA wins.