Terms of Service

Last updated: 8 September 2026

These terms (the “Terms”) form a binding agreement between you and Serochat, a sole trader established in the United Kingdom, with a correspondence address at 12 Lamborn Avenue, WA8 5DE (“Serochat”, “we”, “us”). They govern your access to and use of the Serochat dashboard, embeddable chat widget, APIs, and related services (together, the “Service”).

If you are accepting these Terms on behalf of an organisation, you confirm that you have authority to bind that organisation, and references to “you” mean both you and the organisation.

1. The Service

Serochat is an AI customer-support agent that you train on your own content and embed on your website. We grant you a non-exclusive, non-transferable, revocable licence to access and use the Service in accordance with these Terms and the plan you have subscribed to.

We may update, improve, or change the features of the Service at any time. We will not materially reduce the core functionality of a paid plan during a billing period without giving you reasonable notice and the option to cancel for a pro-rata refund of the unused portion.

2. Eligibility and your account

• You must be at least 18 years old to create an account.
• You agree to provide accurate sign-up information and to keep it current.
• You are responsible for everything done under your account credentials. Keep your password, API keys, and workspace embed token confidential, and rotate them if you suspect compromise.
• You must verify the email address you sign up with. Unverified accounts may be subject to reduced functionality.
• Each individual must have their own login. Do not share a single login between people; use the team invite feature instead.

3. Your content

You retain all rights in the documents, articles, Q&A, URLs, and other material you upload or connect to the Service (your “Customer Content”), and in the conversations the agent has with visitors on your site. You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit, display, and create derivative works of Customer Content solely to the extent necessary to provide and improve the Service for you.

You confirm that you have the rights necessary to upload your Customer Content and that it does not infringe any third-party rights or breach any applicable law. We do not use Customer Content to train third-party AI models.

4. Plans, trials, billing, and taxes

• Paid plans are billed monthly or annually in advance through Stripe. Prices and what each plan includes are set out on our pricing page.
• Free trials last 7 days unless we state otherwise. A trial starts without payment details and nothing is charged while it runs. If no card is on file when the trial ends, the subscription simply ends and you are not charged — there is nothing you need to cancel. If you add a card during the trial, the subscription begins when the trial ends and renews at the price shown until you cancel. Because the trial itself is free, there is nothing to refund for the trial period; refunds once a paid subscription has started are covered by “Cancellation” below and by your statutory rights.
• Plan changes. If you upgrade mid-cycle, Stripe will issue a prorated charge for the remainder of the period. If you downgrade, the change takes effect at the start of the next billing period.
• Stackable chat-credit packs are one-time purchases that add to your monthly allowance and do not auto-renew. Unused pack credits do not expire: only the plan’s own monthly allowance resets each cycle, and pack credits stay on your workspace until they are used.
• Failed payments. If a renewal payment fails, Stripe will retry per its standard schedule. We may suspend or downgrade the account if payment cannot be collected after a reasonable retry period.
• Cancellation. You can cancel a paid plan at any time from the dashboard. Access continues until the end of the period you have already paid for. We do not provide refunds for partial periods unless required by law.
• Taxes. We are not currently registered for VAT, so the prices shown are the total amount payable and no VAT is added. If our tax status changes (for example, if we become VAT-registered), we will update our pricing and give you notice under the “Price changes” clause below before any tax applies to your renewals.
• Price changes. We may revise prices with at least 30 days’ notice. Changes apply from your next renewal; you can cancel before then if you don’t accept the new price.

5. Acceptable use

You agree not to, and not to permit anyone to:

• Use the Service to send unsolicited messages, harass any person, or facilitate any unlawful, fraudulent, or deceptive activity.
• Upload, host, or generate content that is illegal, defamatory, infringes intellectual-property rights, contains malware, or depicts the sexual abuse of children.
• Configure the agent to impersonate a regulated professional (medical, legal, financial advisor) without making clear it is an AI, or to give advice you are not lawfully entitled to give.
• Use the Service to make decisions about a person that have a legal or similarly significant effect on them (for example, automated credit, employment, or insurance decisions) without appropriate human review and lawful basis.
• Reverse-engineer, decompile, scrape the Service, or attempt to bypass authentication, rate limits, billing, or the embed token model.
• Probe, scan, or load-test the Service’s infrastructure without our prior written consent.
• Resell, sublicense, or wrap the Service as a competing offering without our written agreement.

We may suspend an account that materially or repeatedly breaches this section. Where the breach is curable, we will give you reasonable notice and an opportunity to fix it first.

6. Data protection

Our handling of personal data is described in the Privacy Policy. For Customer Content and visitor conversation data you upload to the Service, you act as the data controller and we act as your processor. By accepting these Terms you also accept our Data Processing Addendum (“DPA”), which is incorporated by reference and available on request from [email protected]. The DPA sets out the processor obligations required by Article 28 UK GDPR (and Article 28 EU GDPR for EEA customers).

You confirm that you have a lawful basis to process the personal data of visitors that you cause to be sent through the Service, and that you have given any privacy notices and collected any consents required in your jurisdiction (including, where applicable, cookie consent for the serochat_vis_<embed token> cookie that we set from serochat.ai when the widget on your site first calls our API — a third-party cookie in your visitor’s browser — and for the three localStorage keys the widget writes on your own domain. The privacy policy lists all four in full).

7. Embed token and integrations

Your workspace embed token authenticates the widget on your domain(s). Treat it as a credential. You are responsible for traffic, conversations, and chat-credit consumption attributable to your token, including if it is exposed publicly. You can rotate it from the dashboard at any time.

When you connect a third-party integration (Google Drive, Microsoft 365, Notion, Zendesk, Confluence, custom API), you authorise us to access the data you select on your behalf. You are responsible for keeping those credentials valid and for revoking access when no longer needed. Third-party services are governed by their own terms; we are not responsible for their availability or actions.

8. Service availability

We aim for high availability but do not guarantee any specific uptime unless your plan includes a separately signed Service Level Agreement. We will use reasonable efforts to schedule planned maintenance outside peak hours and to give advance notice where practical. Emergency maintenance may happen without notice.

9. Beta and experimental features

We may make features available to you on a beta, preview, or experimental basis. They are provided “as is”, may be discontinued at any time, and are excluded from any SLA or warranty.

10. Suspension

We may suspend access to all or part of the Service immediately if (a) we reasonably believe doing so is necessary to protect the Service, other customers, or third parties from a security threat or legal risk; (b) we are required to do so by law or a competent regulator; or (c) your account is materially overdue on payment. We will lift the suspension as soon as the cause has been resolved.

11. Term and termination

These Terms apply for as long as your account exists. You can close your account from the dashboard at any time. We can terminate or suspend access on reasonable notice if you materially breach these Terms and, where the breach is curable, fail to cure it within 14 days of our notice. Either party may terminate for convenience at the end of the current billing period.

12. Effect of termination — data export and deletion

For 30 days after your subscription ends you can sign back in to export your workspace data. After that point, and at any time on your request, your account enters a 7-day grace period and is then hard-deleted in line with section 9 of the Privacy Policy. Sections of these Terms that by their nature should survive termination (intellectual-property ownership, liability, indemnity, governing law) survive.

13. Intellectual property

We and our licensors own all rights in the Service, including the dashboard, the widget code, our trademarks, and the underlying software. Nothing in these Terms transfers any of those rights to you beyond the licence in section 1. Feedback you give us about the Service is non-confidential, and you grant us an unrestricted right to use it.

14. Warranty disclaimer

The Service relies on large language models and on the content you provide. Responses may be incomplete, out-of-date, or incorrect. You are responsible for reviewing the agent’s configuration and for the suitability of its responses for your business.

To the maximum extent permitted by law, and except as expressly set out in these Terms, the Service is provided “as is” and we exclude all implied warranties (including merchantability, fitness for a particular purpose, and non-infringement). Nothing in these Terms limits any non-excludable rights you have as a consumer under the laws of your home jurisdiction.

15. Limitation of liability

Nothing in these Terms limits liability for (a) death or personal injury caused by negligence, (b) fraud or fraudulent misrepresentation, or (c) any other liability that cannot lawfully be limited.

Subject to that, neither party is liable for indirect, consequential, special, or punitive damages, loss of profits, loss of revenue, loss of business, loss of goodwill, or loss of anticipated savings. Our aggregate liability for all claims arising out of or relating to these Terms or the Service in any 12-month period is limited to the fees you paid us for the Service in the 12 months preceding the event giving rise to the claim, or £100 if greater.

16. Indemnity

You will indemnify and hold us harmless from any third-party claims, losses, or damages (including reasonable legal costs) arising from (a) your Customer Content, (b) your breach of section 5 (Acceptable use), or (c) your failure to comply with applicable law in your use of the Service. We will tell you promptly about any such claim and let you control the defence (provided you do not settle in a way that admits liability on our part without our consent).

17. Affiliate programme

If you are accepted into our affiliate programme, the following apply in addition to these Terms:

• You earn the commission rate published on your affiliate dashboard — currently a default of 30% of net subscription revenue on every eligible payment a referred customer makes within their first three months. The rate in effect when a referral signs up is locked to that referral for its whole three-month window, so later rate changes never apply retroactively. One-time purchases (including stackable chat-credit packs) are not commissionable.
• A referral is attributed via the ref cookie set when a visitor arrives through your affiliate link, on a first-touch basis with a 30-day cookie window. If the same visitor clicks another affiliate’s link inside that window, the original referrer keeps the attribution.
• Commissions accrue when the referred customer pays, are netted against refunds and chargebacks, and are paid out monthly via bank transfer or PayPal once your pending balance reaches at least £50. Balances below the threshold roll over to the following month.
• You may not bid on our trademark in paid search, run misleading ads about the Service, send spam to promote your link, self-refer, or use cashback or coupon tactics that incentivise sign-ups in ways we have not agreed.
• We may suspend or remove affiliate accounts that breach these rules, and may withhold or claw back commissions tied to bad-faith referrals.

18. Changes to these Terms

We may update these Terms from time to time. For material changes we will post the updated Terms with a new “Last updated” date and, where the change adversely affects you, notify you by email at least 30 days before the change takes effect. Continued use of the Service after the change takes effect constitutes acceptance of the revised Terms. If you do not accept a change, you may cancel before it takes effect.

19. General

• Force majeure. Neither party is liable for delay or failure to perform caused by events outside its reasonable control.
• Notices. Notices to you may be sent to the email address on your account; notices to us must be sent to [email protected] and, for formal legal notices, to the postal address above.
• Assignment. You may not assign these Terms without our written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of all or substantially all of our assets.
• No waiver. A failure to enforce a right is not a waiver of that right.
• Severability. If any part of these Terms is held unenforceable, the rest remains in force.
• Entire agreement. These Terms, the Privacy Policy, the DPA, and any plan-specific terms or SLA you have signed make up the entire agreement between us and supersede any prior understanding on the same subject.
• No third-party rights. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce them.

20. Governing law and disputes

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with them, subject to any mandatory consumer-law rights you have in your home jurisdiction. We’d much rather resolve issues by talking — please contact [email protected] first.

21. Contact

Questions about these Terms: [email protected]
Serochat, 12 Lamborn Avenue, WA8 5DE.