Terms of service

1. The service

We grant you a non-exclusive, non-transferable right to access and use Fellix AI, a cloud-based platform for handling customer conversations across messaging, voice and web channels, together with the AI agents, scheduling, pipeline and reporting features we make available with it, solely for your internal business purposes. We will do our best to keep it available, fast, and improving — but we reserve the right to modify or discontinue features at any time. If we materially reduce the core functionality of the service, we will give you at least 30 days’ prior notice.

We may use subcontractors and third-party infrastructure to deliver the service, and we remain responsible for their work under these terms. We retain all right, title, and interest in and to the service, including all underlying software, models, content, and intellectual property.

2. Acceptable use

Permissions. You are responsible for configuring user roles and access permissions within the service. We are not responsible for the consequences of permission settings configured by your organisation’s owners.

Use limits. To protect the service for all customers, we may set and enforce reasonable usage limits across any access method, including our web interface, public API, MCP server, and in-product AI agent.

You may use the service only for lawful purposes and in accordance with these terms. You may not:

• Reverse engineer, decompile, or attempt to extract the source code
• Use the service to develop or train a competing product or service
• Resell or sublicense access to third parties
• Use the service to store or transmit illegal content
• Attempt to gain unauthorised access to our systems or other customers’ data
• Interfere with the availability or performance of the service

3. Third-party integrations

The service integrates with third-party tools such as Slack and calendar providers. Those integrations are subject to the third party’s own terms. We are not responsible for how they handle your data or whether they stay available.

4. Payment

Pricing. Subscriptions are priced per plan, at the flat monthly or yearly rate set out on our pricing page, which forms part of these terms. Each plan includes the allowances listed there — AI credits, seats and knowledge — and an add-on you choose is charged at its listed rate for your billing cycle. When you add something during a billing period (a higher plan, an add-on, more credit packs), it applies at once and is charged at once: the monthly price of what you add (for a higher plan, the difference) for every month left in your billing period, the current month in full. When you remove or lower something, or change billing cycle, the change takes effect at your next renewal; there are no partial-period credits or refunds.

Billing cycles. Plans are billed in advance, monthly or yearly as you choose at checkout. AI credits are a monthly allowance on either cycle. An Enterprise plan is billed as set out in its order.

Free trial. Your first plan starts with a 7-day free trial, with the AI credits for a trial set out on our pricing page. You give a payment card at checkout, and it is charged when the trial ends unless you cancel before then. You can also start the plan before the trial ends, and it is charged at that point.

Price changes. Any change applies only at your next renewal. We will give you at least 60 days’ written notice before a price change takes effect.

Refunds. We do not offer refunds for partial periods. If you cancel, your access continues until the end of the current billing period.

5. Term and termination

Cancellation by you. You can cancel your subscription at any time from your account settings. Access continues until the end of the billing period.

Deleting your organisation. An owner can delete your organisation in its settings. Everyone in it loses access at once, its subscription stops renewing, and we erase it 30 days later; until then, our support can restore it. An owner who wants it erased sooner can ask us at [email protected]: we then erase it at once, it cannot be restored, and a subscription that has not ended is cancelled at that moment. Either way, the rest of a paid period is not refunded, so export anything you want to keep first. Clause 9 of our Privacy policy lists what we keep afterwards.

Organisations without a paid plan. An organisation that has never paid for a plan, because its trial ended without a subscription or it never started one, is erased once nobody has used it for 30 days. Using it means a member opening it, or one of its API keys or connected apps calling us. A week before, we email its owners the date; opening it or starting a plan before then keeps it. The erasure cannot be undone.

Termination by us. We may terminate your account for material breach of these terms if you fail to cure the breach within 30 days after we give you written notice describing it. Those 30 days are also your time to export your data: when the termination takes effect, we may erase your organisation at once.

Your data after termination. Otherwise, we will keep your data for 30 days after termination so you can export it in a commonly used, machine-readable format. After that, we may delete it from our active systems and backups.

6. Warranties and disclaimers

To the maximum extent permitted by law, we provide the service as is and as available. While we work hard to keep it reliable and accurate, we make no warranties — express or implied — about uptime, fitness for a particular purpose, merchantability, or freedom from errors.

7. Indemnification

By us. We will defend you against any third-party claim alleging that your use of the service, as permitted under these terms, infringes that third party’s patent, copyright, trademark, or trade secret rights.

By you. You will defend us against any third-party claim arising from your data, your use of the service in breach of these terms, or your violation of any third party’s rights.

8. Limitation of liability

Liability cap. Our total aggregate liability arising out of or related to these terms is limited to the greater of the fees you paid us in the 12 months preceding the event giving rise to the claim, or the annualised equivalent of your subscription.

Excluded damages. Neither party is liable for any indirect, incidental, special, consequential, or punitive damages, including loss of revenue, profits, data, or goodwill.

9. Confidentiality

Each party will keep the other’s confidential information strictly confidential, use it only for the purposes of this agreement, and protect it with at least the same care used for its own confidential information. These obligations apply for five years after the date of disclosure.

10. Data and privacy

Your data belongs to you. You own everything you put into the service. To deliver the service, you grant us a non-exclusive, worldwide, royalty-free licence to host, copy, process, transmit, and display your data solely as necessary to provide the service to you.

AI and model training. We do not use your data to train, fine-tune, or otherwise develop any generative AI or machine learning model, whether ours or a third party’s, except with your separate, specific, opt-in consent.

Security. We maintain appropriate technical and organisational measures to protect your data, including encryption in transit and at rest, access controls, and regular security reviews.

11. General

Governing law. These terms are governed by Estonian law. Any disputes that cannot be resolved between us will be settled by arbitration in Tallinn, Estonia.

Changes to these terms. If we make material changes, we will notify you at least 30 days before they take effect. Continuing to use the service after that means you accept the updated terms.

Entire agreement. These terms, together with our Privacy policy, the DPA, and any order form signed between us, make up the entire agreement between us.