NovaicoNovaico

Terms of Service

Last updated: December 9, 2024

1. Acceptance of Terms

By accessing or using Novaico's customer support platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of these terms, you may not access the Service.

2. Description of Service

Novaico provides a multi-tenant B2B customer support platform that includes:

  • Ticket management and queue workflows
  • Knowledge base creation and management
  • AI-powered support features (draft replies, categorization, translation)
  • Email and third-party integrations
  • Team collaboration tools
  • Analytics and reporting

3. Account Registration

To use the Service, you must:

  • Create an account with accurate, complete information
  • Be at least 18 years old or have legal authority to bind your organization
  • Maintain the security of your account credentials
  • Promptly notify us of any unauthorized access

You are responsible for all activities under your account.

4. Subscription and Billing

4.1 Plans and Pricing

We offer subscription plans as described on our pricing page. Prices are subject to change with 30 days notice. Current subscribers will be notified before price changes affect their renewal.

4.2 AI Usage

AI features are included in all plans with transparent usage pricing. You can monitor your AI usage in your account dashboard. We will notify you if you approach usage limits.

4.3 Payment

Subscriptions are billed monthly or annually in advance. Payments are processed through Stripe. You authorize us to charge your payment method on each billing cycle.

4.4 Refunds

We offer a 14-day money-back guarantee for new subscriptions. After this period, fees are non-refundable except where required by law.

5. Acceptable Use

You agree not to:

  • Use the Service for any illegal purpose or in violation of any laws
  • Upload malicious code, viruses, or harmful content
  • Attempt to gain unauthorized access to our systems
  • Interfere with or disrupt the Service or servers
  • Scrape, crawl, or use automated means to access the Service without permission
  • Impersonate others or provide false information
  • Use the Service to send spam or unsolicited communications
  • Violate the intellectual property rights of others
  • Harass, abuse, or harm others through the Service

6. Your Data

6.1 Ownership

You retain all rights to your data. By using the Service, you grant us a limited license to process your data solely to provide and improve the Service.

6.2 Data Processing

We process your data as described in our Privacy Policy. For AI features, your content may be processed by our AI providers (OpenAI) subject to our data processing agreements.

6.3 Data Export

You can export your data at any time through the Service or by contacting support.

6.4 Data Deletion

Upon account termination, we will delete your data within 30 days, except as required for legal compliance or legitimate business purposes (e.g., backups retained for up to 90 days).

7. Intellectual Property

7.1 Our IP

The Service, including its design, features, and content (excluding your data), is owned by Novaico and protected by intellectual property laws. You may not copy, modify, or distribute our intellectual property without permission.

7.2 Feedback

If you provide feedback or suggestions, we may use them without obligation to you.

8. Third-Party Services

The Service may integrate with third-party services (GitHub, Gmail, Jira, etc.). Your use of these integrations is subject to their respective terms. We are not responsible for third-party services.

9. Disclaimers

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE.

AI features provide suggestions only and should not be relied upon as sole decision-making tools. You are responsible for reviewing and approving AI-generated content before sending to customers.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NOVAICO SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY.

OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

11. Indemnification

You agree to indemnify and hold harmless Novaico from any claims, damages, or expenses arising from your use of the Service, your violation of these Terms, or your violation of any rights of a third party.

12. Termination

Either party may terminate this agreement at any time. You may cancel your subscription through your account settings. We may suspend or terminate your access for violation of these Terms or for any other reason with notice.

Upon termination, your right to use the Service ceases immediately. Sections that by their nature should survive termination will survive.

13. Changes to Terms

We may modify these Terms at any time. We will provide notice of material changes via email or through the Service. Continued use after changes constitutes acceptance.

14. Governing Law

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law principles.

15. Dispute Resolution

Any disputes arising from these Terms or the Service will be resolved through binding arbitration, except that either party may seek injunctive relief in court for intellectual property violations.

16. General Provisions

  • Entire Agreement: These Terms constitute the entire agreement between you and Novaico.
  • Severability: If any provision is found unenforceable, the remaining provisions remain in effect.
  • Waiver: Failure to enforce any right does not waive that right.
  • Assignment: You may not assign these Terms without our consent. We may assign our rights and obligations.

17. Contact

For questions about these Terms, contact us: