Terms of service

These terms govern the use, by client brands, of the customer support service and the AI Active Support portal provided by oussama ennaji (“we”). An order form or signed contract may complete them; in case of conflict, the contract prevails. Contact: contact@aiactivesupport.com.

1. Service

We answer the brand’s customers through the agreed channels, with an AI assistant bound by the rules the brand sets (playbook) and, depending on the plan, agents. Refunds, cancellations and goodwill gestures are never carried out by the AI.

2. Orders and payment

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle takes the payment, calculates and collects the applicable tax, issues the invoices, and handles payment-related customer service and refunds. Your purchase is also subject to Paddle’s buyer terms.

• Prices are those on the Pricing page or in the contract, in US dollars (USD), excluding tax; the tax that applies in your country is added at checkout.
• Subscriptions are billed monthly in advance and renew automatically every month until cancelled. The payment method saved with Paddle is charged at each renewal.
• A request counts as resolved once it has been answered and stayed resolved for 72 hours. Usage above the included volume is billed once a month, on the subscription. Prepaid credits can pay that usage. Human resolutions cost 20% more from 20 November to 31 December.
• AI Support plans bought online start with a 7-day free trial. A payment method is required, but nothing is charged before the trial ends, and cancelling during the trial costs nothing. The subscription then renews every month.
• A change of plan during the month is prorated.
• Depending on your country, the price may be shown and charged in your currency (pound sterling, euro, Australian dollar); usage is then charged in that same currency.

3. Cancellation and refunds

You can cancel at any time from the Billing page of the portal, from Paddle’s customer portal or by email. Cancellation takes effect at the end of the period already paid; no renewal is charged after that. Refunds follow our refund policy (30 days).

4. The brand’s obligations

• Provide accurate, up-to-date information (shipping, returns, refunds and product policies).
• Set refund limits and escalation rules, and approve requests above them.
• Hold the necessary rights to the data it shares and inform its customers.

5. AI features: acceptable use

You may not use the service, and in particular its AI features, to:

• carry out illegal, fraudulent or deceptive activity, or impersonate another person or business;
• produce or spread hateful, harassing or violent content, sexual content involving minors, or content that infringes the rights of others;
• send unsolicited messages (spam) or bypass your customers’ consent;
• process health, banking or other sensitive data without a legal basis and a need;
• try to get around the service’s limits, safeguards or security, or extract its models.

6. Accuracy of AI answers

AI answers are generated automatically from your data and your rules. They can be incomplete or wrong. We do not guarantee that a generated answer is accurate; the brand remains responsible for the information and commitments given to its customers, and sets which topics the AI may handle on its own.

7. Reporting content

To report content produced by the service that is unlawful or against these terms, or that infringes your rights, email contact@aiactivesupport.com with the link or conversation concerned. We acknowledge the report, review it, and remove or disable the content concerned within a reasonable time.

8. Suspension and termination by us

We may suspend or terminate access to the service, after telling you where possible, in case of a material breach of these terms, non-payment, a security or fraud risk, or repeated or serious violations of the acceptable use rules (section 5). At the end of the contract, data is returned or deleted within 30 days.

9. Liability

We use reasonable means to answer accurately and quickly. Our liability is limited to the amounts paid for the last three months. We are not liable for inaccurate information provided by the brand.

10. Personal data

Processing carried out on the brand’s behalf is governed by the data processing agreement (DPA) and by our privacy policy.

11. Changes and contact

We may change these terms; a significant change is announced by email at least 30 days in advance. For any question: contact@aiactivesupport.com.