Terms of Service

1. Who these terms are for

These Terms of Service (“Terms”) are an agreement between Rabbitblaze (“Rabbitblaze”, “we”, “us”) and the business or organization that creates a Rabbitblaze workspace or uses our services (“Customer”, “you”). If you accept these Terms on behalf of an organization, you confirm that you have the authority to bind it.

They cover the Rabbitblaze dashboard, the Messenger, hosted Help Centers, the Blaze AI Agent, Copilot, our APIs, and any related websites, apps and support (together, the “Service”).

A few terms we use throughout:

• Workspace: your account on Rabbitblaze, including its settings, plan and data.
• Teammates: the people you invite to your workspace.
• Contacts: your own customers and website visitors who interact with you through the Service.
• Customer Data: everything you, your teammates or your contacts submit to the Service, such as conversations, attachments, help articles, contact attributes and events.

2. Accounts and workspaces

You must give us accurate information when you sign up and keep it up to date. The Service is meant for business use, and you must be at least 16 years old to create an account.

You’re responsible for your teammates and for everything that happens in your workspace. Keep your login details secure, use two-factor authentication where you can, and tell us right away at [email protected] if you think someone has accessed your workspace without permission.

You decide who joins your workspace and which role they have. Owners and admins can change roles, remove teammates and delete the workspace.

3. Plans, billing and renewals

Plans. We offer a Free plan and paid plans, priced per workspace. Paid plans differ in their usage limits and in a few features, as described on our pricing page. The Free plan has lower limits and leaves out some features, such as outbound messages and API access.

Billing. Paid plans are billed in advance, monthly or yearly, through our payment processors Stripe and PayPal. Prices are in US dollars and exclude taxes; sales tax, VAT or GST is added at checkout where it applies. We don’t store your full card details.

Automatic renewal. Your paid plan renews automatically at the end of each billing period at the then-current price until you cancel. We’ll tell you at least 30 days before a price increase takes effect on your workspace, and you can cancel before it does.

Changing plans. You can upgrade, downgrade or switch between monthly and yearly billing in Settings → Billing. Upgrades take effect right away, and the payment provider charges the prorated difference. Downgrades and switches to a shorter billing period take effect at the end of the current period.

Cancellation. You can cancel at any time in Settings → Billing. Your paid plan stays active until the end of the period you’ve paid for, and your workspace then moves to the Free plan.

Refunds. If you ask within 14 days of your first payment for a paid plan, or of a yearly renewal, we refund that payment in full. We also refund duplicate charges in full. Otherwise, except where the law requires it, payments are non-refundable and we don’t give refunds or credits for partial periods. Our Refund and Cancellation Policy has the details and forms part of these Terms.

Failed payments. If a payment fails, we’ll let you know and retry. If it still can’t be collected, we may move your workspace to the Free plan, but we won’t delete your data because of a failed payment.

4. Usage limits and fair use

Each plan includes limits on seats, Blaze AI conversations, contacts, outbound emails, file storage and live workflows. A “Blaze AI conversation” is a conversation in which Blaze sent at least one answer during a billing month, counted once per conversation per month.

When your workspace reaches a limit, the affected feature pauses rather than breaking anything your customers see: Blaze stops answering and new conversations go to your team, and outbound emails pause until the next billing month or until you upgrade. We’ll show a notice in the dashboard and let your admins know.

Copilot is unlimited on paid plans, subject to fair use: normal use by your teammates while they work on conversations. We may limit automated or abusive use that puts the Service at risk for other customers, and we’ll contact you first where we can.

5. Your data

You own Customer Data. You give us permission to host, copy, process, transmit and display Customer Data only as needed to provide, secure and support the Service for you, and as described in these Terms and our Privacy Policy.

Your responsibilities. You’re responsible for Customer Data and for having the rights and permissions needed to submit it, including any notices and consents your contacts need. You must not use the Service to store special categories of data, such as health records covered by HIPAA or full payment card numbers, unless the law allows it and it’s necessary for the conversation.

Data processing. When we process personal data on your behalf, our Data Processing Addendum applies and forms part of these Terms.

Export and deletion. You can export your data while your workspace is active. After you delete your workspace, or after these Terms end, we delete Customer Data from our live systems within 30 days and from backups within 90 days, unless the law requires us to keep it longer.

6. AI features

Blaze and Copilot use third-party AI models to answer questions and draft replies from the content you connect.

• AI can be wrong. Answers are generated from your content and cite their sources, but they can still be incomplete or inaccurate. You decide which content Blaze uses, how it behaves and when it hands off to your team, and you’re responsible for the answers sent to your contacts on your behalf.
• Labeling. Blaze is clearly labeled as an AI agent in the Messenger. You must not present it to your contacts as a human.
• No training on your data. We don’t use Customer Data to train AI models, and we use our AI providers under terms that don’t allow them to train on it either.
• Not for high-stakes decisions. Don’t rely on AI output alone for decisions with legal or similarly significant effects on people, or for medical, legal or financial advice.

7. Acceptable use

You and your teammates must follow our Acceptable Use Policy. In short: no illegal content or activity, no spam, no malware, no attempts to break or overload the Service, and no misuse of AI features. You’re responsible for making sure your use of outbound email and messaging follows the anti-spam and privacy laws that apply to you.

8. Third-party services

The Service relies on third-party providers, and you may connect it to your own tools through our API and webhooks. Your use of a third-party service is governed by that provider’s terms. We aren’t responsible for third-party services we don’t control, including payment processors and the email providers your contacts use.

9. Our intellectual property

We own the Service, including its software, design, documentation and brand. We give you a limited, non-exclusive, non-transferable right to use the Service during your subscription, under these Terms. You must not copy, resell or reverse engineer the Service, except where the law allows it despite this restriction.

On the Free plan, the Messenger and hosted Help Center show “Powered by Rabbitblaze”. Paid plans can remove it.

If you send us feedback or suggestions, we may use them without any obligation to you.

10. Confidentiality

Each of us may share non-public information with the other, such as Customer Data, pricing terms or unreleased features. The receiving party will protect it with at least reasonable care, use it only for the purposes of these Terms, and share it only with people and providers who need it and are bound to keep it confidential. This doesn’t apply to information that is public, already known to the recipient, independently developed or lawfully received from someone else.

11. Availability and support

We work hard to keep the Service available and fast, but we don’t guarantee that it will be uninterrupted or error-free. We may need to perform maintenance, and we’ll try to schedule it to minimize disruption.

We may improve and change the Service over time. If we remove a feature that is material to paid plans, we’ll give you reasonable notice.

You can reach us at [email protected]. Including your workspace name helps us find your account quickly.

12. Suspension and termination

You can stop using the Service and delete your workspace at any time.

We may suspend or limit your workspace, with notice where practical, if you materially breach these Terms or the Acceptable Use Policy, if your use creates a security risk or legal liability for us or for others, or if the law requires it. We’ll restore access once the issue is resolved.

We may end these Terms for a material breach that isn’t fixed within 30 days of notice, or immediately for serious or repeated violations of the Acceptable Use Policy. If we end a paid subscription for reasons that aren’t your fault, we’ll refund the prepaid fees for the remaining period.

Sections that by their nature should continue after these Terms end, such as those on data deletion, confidentiality, disclaimers, liability and governing law, will continue.

13. Warranties and disclaimers

Each of us confirms that it has the authority to enter into these Terms. We’ll provide the Service with reasonable skill and care and in line with the security measures we describe.

Except as stated in these Terms, the Service is provided “as is” and “as available”. To the extent the law allows, we disclaim all other warranties, including implied warranties of merchantability, fitness for a particular purpose and non-infringement, and any warranty that AI output will be accurate or complete.

14. Limitation of liability

To the extent the law allows:

• Neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, even if it was told they were possible.
• Each party’s total liability arising out of these Terms is limited to the amount you paid us for the Service in the 12 months before the event that gave rise to the claim, or US$100 if that amount is lower or you use the Free plan.

These limits don’t apply to your payment obligations, to either party’s indemnification obligations, or to liability that can’t be limited by law, such as liability for fraud or gross negligence.

15. Indemnification

You’ll defend and indemnify Rabbitblaze against third-party claims arising from Customer Data, from your use of the Service in breach of these Terms or the Acceptable Use Policy, or from messages you send through the Service.

We’ll defend and indemnify you against third-party claims alleging that the Service, as we provide it, infringes their intellectual property rights. This doesn’t cover claims caused by Customer Data, by combinations with things we didn’t provide, or by use in breach of these Terms.

The party seeking indemnification must tell the other promptly, let it control the defense, and cooperate reasonably.

16. Changes to these terms

We may update these Terms from time to time. If a change is material, we’ll notify workspace owners by email or in the dashboard at least 30 days before it takes effect. If you don’t agree with the change, you can cancel before it applies. Continuing to use the Service after it takes effect means you accept the updated Terms.

17. Governing law and disputes

These Terms are governed by the laws of the place where the Rabbitblaze entity that contracts with you is established, without regard to conflict-of-law rules, and the courts there have exclusive jurisdiction. Before going to court, we both agree to try to resolve any dispute informally by contacting the other party and negotiating in good faith for at least 30 days. Nothing here prevents either party from seeking urgent relief to protect its intellectual property or confidential information.

18. General

• Entire agreement. These Terms, together with the documents they reference, are the entire agreement between us about the Service and replace any earlier agreements on the same subject.
• Order of precedence. If documents conflict, the Data Processing Addendum controls for the processing of personal data, then these Terms, then the other policies.
• Assignment. Neither party may assign these Terms without the other’s consent, except to an affiliate or in a merger, acquisition or sale of substantially all of its assets.
• Force majeure. Neither party is liable for delays caused by events beyond its reasonable control.
• Notices. We’ll send notices to the email address of your workspace owner. You can send notices to [email protected].
• Severability and waiver. If a provision is found unenforceable, the rest stays in effect. Not enforcing a provision isn’t a waiver of it.
• Independent parties. We’re independent contractors. These Terms don’t create a partnership, agency or employment relationship.

19. Contact

Questions about these Terms? Email [email protected].