Terms of Service

1. The Service

tonebase helps customer-support teams draft on-brand replies by generating suggested responses grounded in your team’s curated knowledge base. We may update, improve, or modify the Service over time.

2. Accounts

You must provide accurate account information and keep your credentials secure. You are responsible for all activity under your account and for your team members’ compliance with these Terms. You must be at least 16 years old and able to form a binding contract to use the Service.

3. Acceptable use

You agree not to:

• use the Service to violate any law or third party’s rights;
• upload content you do not have the right to use, or that is unlawful, infringing, or harmful;
• attempt to gain unauthorized access to the Service, other accounts, or our systems;
• reverse engineer, resell, or use the Service to build a competing product, except as permitted by law;
• interfere with or disrupt the integrity or performance of the Service, including abusing rate limits or usage allowances.

4. Your content

You retain all rights to the content you submit to the Service — your knowledge base, conversations, and generated drafts (“Customer Data”). You grant us a limited license to host, process, and transmit Customer Data solely to provide and improve the Service, including sending relevant content to our AI sub-processor to generate drafts. You are responsible for ensuring you have the rights and any necessary consents to submit Customer Data, including the contents of email conversations you choose to process. Our handling of personal data is described in our Privacy Policy.

5. AI-generated content

The Service uses AI to generate suggested replies. These suggestions may be inaccurate, incomplete, or inappropriate for a given situation. Drafts are suggestions only and are intended to be reviewed by a person before they are sent. You are solely responsible for reviewing, editing, and approving any content before sending it to a customer or relying on it. tonebase is not responsible for actions taken based on AI-generated output.

6. Plans, fees, and billing

Paid plans are billed through our payment processor, Stripe, on a recurring (monthly or annual) basis until cancelled, plus any usage packs you purchase. Fees are non-refundable except as required by law. We may change pricing with reasonable notice; changes take effect on your next billing period. You are responsible for all applicable taxes. Failure to pay may result in suspension or termination of access.

7. Third-party services

The Service integrates with third-party services (e.g. Google/Gmail, Supabase, Stripe, and our AI provider). Your use of those services is subject to their own terms, and we are not responsible for third-party services.

8. Intellectual property

The Service, including its software, design, and content (excluding Customer Data), is owned by tonebase and protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with these Terms. We may use anonymized, aggregated data that does not identify you or your customers to operate and improve the Service.

9. Disclaimers

The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that AI output will be accurate or suitable for any purpose.

10. Limitation of liability

To the maximum extent permitted by law, tonebase will not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, data, or goodwill. Our total liability for any claim arising out of or relating to the Service will not exceed the amounts you paid us for the Service in the twelve months before the event giving rise to the claim.

11. Indemnification

You agree to indemnify and hold tonebase harmless from any claims, damages, or expenses arising from your Customer Data, your use of the Service, or your violation of these Terms or applicable law.

12. Termination

You may stop using the Service and close your account at any time. We may suspend or terminate your access if you breach these Terms or if necessary to protect the Service or other users. Upon termination, your right to use the Service ends; provisions that by their nature should survive (e.g. ownership, disclaimers, limitation of liability) will survive.

13. Changes to these Terms

We may update these Terms from time to time. We will update the “Last updated” date above and, for material changes, provide notice through the Service. Your continued use after changes take effect constitutes acceptance.

14. Governing law

These Terms are governed by the laws of [[STATE/COUNTRY]], without regard to conflict of law principles.

15. Contact us

Questions about these Terms? legal@tonebase.ai