Terms of Service

1. Acceptance of Terms

By accessing or using Deskwoot ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Service. These Terms apply to all visitors, users, and others who access or use the Service.

2. Description of Service

Deskwoot is a customer support platform that provides multi-channel messaging, AI-powered automation, help center tools, and integrations with third-party services. We reserve the right to modify, suspend, or discontinue the Service at any time with reasonable notice.

3. Account Registration

To use certain features, you must create an account. You agree to provide accurate, current, and complete information during registration, and to update such information to keep it accurate. You are responsible for safeguarding your account credentials and for all activities that occur under your account.

4. Acceptable Use

You agree not to use the Service to: (a) violate any applicable law or regulation; (b) send spam, unsolicited messages, or bulk communications; (c) transmit malware, viruses, or any harmful code; (d) attempt to gain unauthorized access to the Service or its related systems; (e) interfere with or disrupt the integrity or performance of the Service; (f) harass, abuse, or harm another person; (g) impersonate any person or entity.

5. Your Data

You retain ownership of all data you submit to the Service ("Your Data"). By using the Service, you grant us a limited license to process Your Data solely to provide and improve the Service. We will handle Your Data in accordance with our Privacy Policy. You are responsible for ensuring you have the right to share any data you upload to the Service.

6. Third-Party Integrations

The Service may integrate with third-party platforms including but not limited to Shopify, Stripe, WhatsApp, Telegram, Slack, and others. Your use of these integrations is subject to the respective third party's terms of service. We are not responsible for the availability, accuracy, or practices of third-party services.

7. Payment and Billing

Certain features of the Service require a paid subscription. By subscribing to a paid plan, you agree to pay the applicable fees. Apart from the money-back guarantee below, all fees, including subscription fees and prepaid credit, are non-refundable.

Money-back guarantee ("Faster in 30 days, or money back"): if your team does not answer faster with Deskwoot, we refund the subscription fee of your first billing period. "Faster" means that your average first response time in Deskwoot during your first 30 paid days is shorter than your average first response time in the 30 days before you switched. The guarantee applies only if all of these conditions are met: (a) The refund is for the first paid subscription of the workspace. (b) You request it in writing at hello@deskwoot.com within 14 days after your first 30 paid days end. (c) You show with verifiable data that your response time did not improve: your average first response time in the 30 days before you switched, taken from an export or report of your previous tool, compared with Deskwoot's reports for your first 30 paid days. (d) During those 30 days, your team handled all conversations of the connected channels in Deskwoot, and you completed the setup: your support channels are connected as inboxes and the team members who answer customers are invited. (e) Your account has no unpaid invoices, and there was no abuse of the Service or of this guarantee. The burden of proof is on you. We check the evidence you send and then decide. If a condition is not met, we decline the request and tell you which condition was not met and why. The refund covers only the subscription fee of your first billing period: the first month on monthly billing, the annual fee on annual billing. The subscription ends with the refund. Prepaid credit and other charges are not refunded. Otherwise, fees are non-refundable.

Prepaid credit pays for AI conversations (AI bot, Copilot and voice message transcripts) beyond the conversations included in your plan. Prepaid credit does not expire, but it is non-transferable and non-refundable. Once the AI conversations included in your plan for the month are used up and your prepaid balance no longer covers the price of another AI conversation, the AI bot hands new conversations to your team instead of answering, Copilot asks you to top up, and voice messages in new conversations are not transcribed. AI features continue as soon as you add credit or the next month starts.

We may change pricing with 30 days' advance notice. Continued use after a price change constitutes acceptance of the new pricing.

8. File Attachments and Retention

Files and attachments shared within conversations are stored securely on isolated cloud storage (Cloudflare R2). Every file passes our file type checks, but files are scanned for malware only when the workspace has booked the Virus scan add-on; without it, files are stored and delivered without a malware scan. Attachments are automatically deleted from our servers after 365 days. On the Enterprise plan, attachments are kept for as long as the workspace exists. Once an attachment is deleted, a notice in the conversation shows that the file has expired. Attachments that arrived by email usually remain in the original mailbox. We do not guarantee the availability of attachments beyond the 365-day retention period, except on the Enterprise plan as described above. Deskwoot is not liable for any damages resulting from files uploaded by third parties. Users are encouraged to exercise caution when downloading files from unknown senders.

9. Intellectual Property

The Service and its original content, features, and functionality are owned by Deskwoot and are protected by international copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, sell, or lease any part of the Service without our prior written consent.

10. Termination

We may terminate or suspend your account at any time for conduct that we determine, in our sole discretion, violates these Terms or is harmful to other users, us, or third parties. Upon termination, your right to use the Service ceases immediately. You may export Your Data before termination. We will make reasonable efforts to preserve Your Data for 30 days following termination. If you delete your workspace yourself, it is deleted 30 days after you confirm the deletion by email, or, with a paid subscription, 30 days after the current billing period ends.

11. Limitation of Liability

To the maximum extent permitted by law, Deskwoot shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly. Our total liability for any claim arising from or related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim.

12. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure.

13. Analytics and Tracking

By using the Service, you acknowledge and agree to our use of analytics tools, including Google Analytics 4 (GA4), to collect and analyze usage data as described in our Privacy Policy. These tools help us understand how users interact with the Service and enable us to improve the user experience. For full details on what data is collected and how it is processed, please refer to our Privacy Policy.

14. Changes to Terms

We reserve the right to update these Terms at any time. We will notify you of material changes by posting the updated Terms on the Service with a new "Last updated" date. Your continued use of the Service after changes become effective constitutes acceptance of the revised Terms.

15. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of law provisions. Any disputes arising from these Terms or the Service shall be resolved in the courts of Cheyenne, Wyoming, USA.

16. Contact

If you have any questions about these Terms, please contact us at hello@deskwoot.com.