Terms of Service

1. Introduction

Heilo (the “Service”) is live chat software provided as a service (SaaS): an embeddable chat widget for websites, a team inbox, chatbot, REST API, webhooks and reports, provided by [Company name] (“we”, “us”). These Terms of Service are an agreement between us and the individual or organization that signs up for the Service (the “Customer”, “you”).

By signing in to or using the Service, you agree to these Terms and to our Privacy Policy. If you use the Service on behalf of an organization, you confirm that you have the authority to bind that organization to these Terms. If you do not agree, please do not use the Service.

2. Accounts and sign-in

You sign in with a Google account or, where the sign-in page offers it, an Apple account. We do not create or store a password for you; you are responsible for keeping that account secure and for all activity under it.
You must be at least 18 years old and have full legal capacity under the applicable law.
The person who creates a workspace is its Owner. The Owner can invite members with the Admin or Agent role using their Google email, is responsible for those members’ activity, and decides on buying, changing or cancelling the plan.
You must notify us immediately if you discover unauthorized access to your account.

3. Free trial

Each user’s first workspace gets a 3-day free trial with all features, no payment card required. Workspaces created afterwards do not include a trial.
When the trial ends, we do not charge you automatically. Unless you buy a plan, the workspace moves to the free plan (1 website, 1 team member and 100 conversations a month, without chatbot rules, API or webhooks). Websites and team members above those limits are paused, not deleted, and come back when you upgrade (see Data retention in the Privacy Policy).
We may refuse or end a free trial if we detect abuse, for example creating multiple accounts to get repeated trials.

4. Plans and payment through Polar

Besides the free plan, the paid plans are Starter ($3/month), Pro ($12/month) and Business ($29/month), or billed yearly at $30, $120 and $290 respectively (2 months free). The limits of each plan (websites, agents, conversations per month, report history) are those shown on the Pricing page at the time you buy.
Purchases are handled by Polar (polar.sh) acting as the Merchant of Record. Polar charges you, calculates and remits applicable taxes (such as VAT/GST or sales tax), issues invoices and receipts, and handles refunds and payment disputes. Payments are also subject to Polar’s Buyer Terms. We never collect or store your card details.
Prices on the Pricing page are shown in US dollars; the final amount (including any taxes) is the amount shown on Polar’s checkout page.
Paid plans are recurring subscriptions that renew automatically at the end of each billing period until you cancel.
You can cancel at any time in the Polar customer portal (the “Manage billing” button on the Plans & billing page in Heilo). After cancelling, you keep access until the end of the period you have paid for; the subscription then does not renew and the workspace returns to the same state as after the trial ends. Changing plans, updating your payment method and downloading invoices are also done in the Polar customer portal.
If a payment fails, Polar may retry it and you can keep using the Service in the meantime. If the subscription is revoked because payment could not be collected, you lose access to paid features.
Refund requests are reviewed by Polar under Polar’s refund policy and applicable law. Cancelling does not automatically refund the remainder of a period you have already paid for. You can contact us at [Contact email] for help.
We may change our prices. We will give at least [30] days’ notice of any change, and new prices apply only from your next renewal.

5. Your websites and visitor data

When you add the Heilo widget to a website, the Service collects and stores data about that website’s visitors on your behalf: message content, the page being viewed (URL), browser and device information (user agent), language, time zone, and contact details (name, email, phone number) if the visitor provides them or you pass them through the JavaScript SDK. See the Privacy Policy for details.

For this data, you are the data controller and we are the data processor: we process it only on your instructions and in order to provide the Service. You agree to:

Inform your visitors (for example in your website’s privacy policy) that your website uses a third-party live chat service and what data is collected.
Have a lawful basis (for example the visitor’s consent where the law requires it) for collecting and processing that data.
Receive and handle requests from your visitors about their personal data.
Not ask visitors to send sensitive data through the chat, such as payment card numbers, passwords, identity document numbers or health information.
Take responsibility for data you send out of Heilo through webhooks, the REST API or integrations you configure.

If a visitor leaves an email address, we may email them your team’s replies on your behalf when they are no longer on your website; these emails show your website’s name. The name and Google profile photo of the agent who replies are shown to visitors in the widget.

6. Acceptable use

You must not use the Service to:

Violate the laws of Vietnam or the laws of the place where you or your visitors reside.
Send spam, scams or phishing messages, or distribute malware.
Post or store content that infringes the intellectual property or privacy of others, or content that is harassing, hateful, obscene or harmful to children.
Gain unauthorized access, scan for vulnerabilities, circumvent rate limits or overload the system; or reverse engineer or copy the Service’s software.
Resell or sublicense the Service without a written agreement with us.

7. Content and ownership

You keep all rights to your content: messages, widget settings, chatbot rules, notes and visitor data. You grant us the right to store, process, transmit and display that content to the extent necessary to provide the Service.
The Heilo software, interface, brand and name belong to us. While your use of the Service is valid, you are granted a non-exclusive, non-transferable right to use it.
You can retrieve your conversation and visitor data through the REST API on plans that include API access.
If you send us feedback about the Service, we may use it without any obligation to you.

8. API, webhooks and integrations

API keys and webhook signing secrets are confidential; you are responsible for protecting them and for revoking them immediately if you suspect they have been exposed. API usage is subject to rate limits. We may change the API and will give reasonable advance notice of changes that break compatibility.

9. Availability and changes to the Service

We make reasonable efforts to keep the Service running reliably, but we do not guarantee that it will always be available, uninterrupted or error-free. The Service may be suspended for maintenance or because of incidents beyond our control. We may add, change or discontinue features; if we stop providing the Service altogether, we will give at least [30] days’ notice so you have time to retrieve your data.

10. Suspension and termination

You can stop using the Service at any time: cancel your plan in the Polar customer portal and send an account deletion request to [Contact email].
We may suspend or terminate your access if you breach these Terms or fail to pay, at the request of a competent authority, or when necessary to protect the security of the Service and other users. Except in emergencies or serious breaches, we will notify you in advance.
After termination, your data is handled as described under Data retention in the Privacy Policy.

11. Disclaimer of warranties

To the extent permitted by law, the Service is provided “as is” and “as available”, without any warranties other than those expressly stated in these Terms, including any warranty of fitness for a particular purpose.

12. Limitation of liability

To the extent permitted by law, we are not liable for indirect, incidental or consequential damages, including loss of profits, revenue or data. Our total liability arising from or relating to the Service will not exceed the total amount you paid for the Service in the 12 months before the event giving rise to the liability.

13. Indemnification

You agree to indemnify us for losses and reasonable costs arising from third-party claims related to your content, your breach of these Terms or of the law, or your collection and use of visitor data.

14. Changes to these Terms

We may update these Terms. For material changes, we will notify you by email or in the dashboard at least [15] days before they take effect. If you continue to use the Service after that date, you accept the updated Terms.

15. Governing law and disputes

These Terms are governed by the laws of Vietnam. Disputes will first be resolved through negotiation; if they cannot be resolved within 30 days, they will be brought before the competent court in [City/Province]. Disputes about payment transactions are also subject to Polar’s terms.

16. Contact

Operator: [Company name]
Business registration number: [Business registration number]
Address: [Address]
Email: [Contact email]

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