Customer bill of rights
Sixteen commitments about billing, cancelling, your data and how our AI treats your customers. They are part of the Terms of Service, so they bind us, and each one is numbered so you can point to it.
Version 1.0 (sample)
Effective 2 October 2026
- Commitment 1
We never change your plan, add seats or enable paid features without an explicit action by your Owner or Billing admin.
No automatic upgrade when you pass a limit. We tell you, and you decide.
- Commitment 2
You can cancel in two clicks, without talking to anyone, and we never charge you after cancellation takes effect: anything still pending verification is waived.
Cancelling is a setting, not a conversation with a retention team.
- Commitment 3
You can always choose monthly billing, on every plan.
Annual is a choice you can make, never a condition of a plan.
- Commitment 4
Annual renewals: we remind you 30 and 7 days before, and you can switch to monthly or not renew with one click.
A renewal is never a surprise, and never the only option.
- Commitment 5
Downgrades and cancellations get a prorated refund of what you did not use, including prepaid AI packs.
You pay for the time and the credits you used, and get the rest back.
- Commitment 6
Your platform fee, seat price and AI overage rates are locked for 12 months from your first paid invoice (24 months for switchers). During the lock your prices can go down, never up. After that, any increase needs 90 days' notice, and you can leave with a prorated refund.
The lock is a ceiling on your price, not a floor.
- Commitment 7
No escalator clauses, no onboarding fees, no "people reached" or contact-count fees.
The price on the pricing page is the whole price.
- Commitment 8
Every metered item has a cap you control, and we never bill above it.
At the cap the meter stops. For the AI agent that means it hands over to your team.
- Commitment 9
You only pay for AI resolutions that were confirmed or verified, and you can dispute any charge in one click.
Every AI charge opens to the conversation and the evidence behind it.
- Commitment 10
Included AI credits roll over for up to 3 months; prepaid credits last 12 months.
A quiet month does not cost you the allowance you paid for.
- Commitment 11
A billing problem never causes your customers' messages to be lost, and we never delete your data for non-payment without repeated notice and human review.
Messages keep arriving while a payment problem is sorted out.
- Commitment 12
Discounts step down gradually, and we show you the future price before you accept.
A startup or switcher discount never ends in a cliff.
- Commitment 13
You can export all your data at any time, including after you cancel (a cancelled workspace keeps export on Free; a closed workspace keeps it for 90 days).
Full export, message bodies included, on every plan. See the data portability commitment.
- Commitment 14
Channel fees are passed through with a published margin, or not at all when you bring your own account.
The margin for each channel is on the rate card.
- Commitment 15
Your customers can always reach a person. "Talk to a person" stays on screen in every AI conversation, on every channel, and is never hidden, disabled or moved into a menu.
A promise to your customers, made on your behalf. An AI that traps people costs you more than it saves.
- Commitment 16
Our AI answers only from a source it can show. When it has none, it hands the conversation to your team with a summary, and that conversation is never billed.
Every AI answer carries numbered citations your customer can open.
How we change this document
Only improvements may apply to existing customers without consent. Any weakening applies only to new customers, and only after 90 days of public notice. Every version stays online, with a view of what changed between versions.