Terms of service

1. About these terms

ChatMesh is provided by ChatMesh Ltd, registered in England and Wales (company number [company number]), registered office [registered address] (“we”, “us”). By creating an account or using ChatMesh you agree to these terms on behalf of the organisation you represent (“you”, the “Customer”), and you confirm you have authority to do so.

ChatMesh is a business service. It is not offered to consumers, and you confirm you are using it for business purposes.

2. The service

ChatMesh provides an embeddable chat widget, ticketing, an agent portal, integrations (such as Slack and Discord), an API and an MCP server (together, the “Service”). We may improve and change the Service over time; we won’t make changes that materially reduce the core functionality of a paid plan during a paid billing period.

3. Accounts

• You must give accurate information and keep it up to date.
• You are responsible for everything done under your workspace, including by your team members and API keys. Keep passwords and API keys secret and tell us promptly at security@chatmesh.io if you suspect unauthorised use.
• The person who creates the workspace is its owner and manages billing.

4. Plans, fees and payment

• Plans, limits and prices are shown on our pricing page. Prices are in pounds sterling and exclude VAT, which is added where applicable.
• Paid plans are billed in advance, monthly or yearly, and renew automatically until cancelled. Payment is taken by our payment provider, Stripe.
• Upgrades take effect immediately and are prorated. Downgrades and cancellations take effect at the end of the current billing period.
• Fees already paid are non-refundable, except where the law requires otherwise or these terms say so.
• If a payment fails, we’ll let you know and may move your workspace to the Free plan or suspend paid features if it isn’t resolved within 14 days.
• We may change prices with at least 30 days’ notice; changes apply from your next renewal.

5. Free plan

The Free plan is provided as is, with the limits shown on the pricing page. We may change or withdraw it with reasonable notice.

6. Acceptable use

You must not use ChatMesh to:

• break the law, or infringe anyone’s rights, including privacy and intellectual property rights;
• send spam, malware, phishing, or harassing, abusive or unlawful content;
• collect special category data or payment card numbers through the chat, unless you have a lawful basis and appropriate safeguards;
• probe, overload or disrupt the Service, circumvent plan limits or security controls, or access other customers’ data;
• resell the Service without our written agreement.

7. Your data and privacy

• You own the content you and your website visitors put into ChatMesh (“Customer Data”). You give us the rights we need to host, process and transmit it to provide the Service.
• For Customer Data that is personal data, you are the controller and we are your processor. Our data processing terms form part of these terms.
• You are responsible for telling your website visitors how their data is used (for example, in your own privacy notice) and for having a lawful basis to process it.
• Our own use of personal data about you and your team is described in our privacy notice.

8. Integrations and AI agents

• If you connect third-party services — such as Slack, Discord, an AI model provider or your own webhook endpoint — you instruct us to send Customer Data to them. Those services are governed by their own terms, and you are responsible for your use of them.
• You are responsible for the configuration and output of any AI agent you connect, including messages it sends to your visitors. We recommend keeping a person in the loop for anything sensitive.

9. Availability and support

We aim to keep ChatMesh available at all times, but we don’t guarantee uninterrupted service except where an Enterprise plan includes our 99.9% monthly uptime service level, which is set out in the service level agreement provided to Enterprise customers. Support is provided as described for your plan.

10. Intellectual property

We own ChatMesh and all related intellectual property. We grant you a non-exclusive, non-transferable right to use the Service during your subscription. If you send us feedback, we may use it without obligation to you.

11. Confidentiality

Each of us will keep the other’s confidential information confidential and use it only to perform this agreement, except where disclosure is required by law.

12. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be limited by law.
• Subject to that, neither of us is liable for loss of profits, revenue, goodwill or data, or for any indirect or consequential loss.
• Subject to that, each party’s total liability under or in connection with these terms in any 12-month period is limited to the fees paid or payable by you in that period (or £100 if you are on the Free plan).
• Except as expressly set out in these terms, the Service is provided without warranties of any kind, to the extent permitted by law.

13. Cancellation, suspension and termination

• You can cancel at any time from Settings → Billing. Paid features continue until the end of the period you’ve paid for.
• We may suspend or terminate your access if you materially breach these terms (including non-payment or unacceptable use) and, where the breach can be remedied, you don’t remedy it within 14 days of notice.
• After termination, you can ask us to export your Customer Data within 30 days; after that we delete it as described in our data processing terms.

14. Changes to these terms

We may update these terms. We’ll give at least 30 days’ notice of material changes by email or in the portal. If you don’t agree, you can cancel before they take effect.

15. General

• These terms are the entire agreement between us about the Service. If any part is unenforceable, the rest remains in effect.
• Neither of us is liable for delays caused by events beyond our reasonable control.
• You may not assign these terms without our consent; we may assign them to a successor of our business.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

16. Contact

Questions about these terms: legal@chatmesh.io.