Terms of Service

Last updated 1 November 2026

These terms govern your use of Autellicare, the customer care platform available at autellicare.com and its related sites and apps (the "Service"). By creating a workspace or using the Service you agree to them. If you use the Service for an organisation, you confirm you are authorised to bind that organisation.

1. The Service

Autellicare lets a business answer customers through supported messaging channels, use AI to draft or send replies from its own knowledge, run menus and workflows, manage a shared inbox and tickets, and hand conversations to people. Features and limits depend on your plan. We may improve, change or retire features, and will give reasonable notice of changes that materially reduce what you have paid for.

2. Accounts and workspaces

• You must give accurate information and keep it up to date.
• You are responsible for everything done through your workspace, including by the people you invite. Give each person their own login and remove access when someone leaves.
• Keep credentials and two-factor details confidential and tell us promptly at [email protected] if you suspect unauthorised access.

3. Free trial

New workspaces may start with a free trial. No payment card is required to start. When the trial ends, you need a paid plan to keep full access. We limit abuse of trials, for example repeated sign-ups by the same person or business.

4. Plans, fees and taxes

• Plans, add-ons and prices are shown on our website and in your workspace. Prices exclude tax unless stated otherwise, and taxes are added where required.
• Paid plans renew for the billing period you chose until cancelled. You can cancel at any time; cancellation takes effect at the end of the current period unless we state otherwise.
• If a payment is overdue we may send reminders, restrict the workspace to read-only, and then suspend it. We will not delete your data solely because a payment is late without first giving notice and a period to resolve it.
• Usage limits, such as conversations, messages and AI replies, apply as set out in your plan.

5. Your data

You own the content you and your customers send through the Service ("Customer Data"). You give us the rights needed to host, process and transmit it to run the Service for you. You are responsible for having a lawful basis, including any consent required, to process your customers' data and to message them. How we handle personal data is described in our Privacy Policy and Data and Cookies pages.

6. Acceptable use

You must follow our Acceptable Use Policy. We may suspend access to stop activity that breaks it or puts the Service or others at risk.

7. Third-party channels and services

The Service connects to third-party channels and providers, such as messaging networks, email and payment providers and AI model providers. Their own terms apply to your use of them, and you are responsible for complying with those terms, including any rules on opt-in, message templates and business verification. We do not control third-party services and are not responsible for their availability or changes.

8. AI features

AI-generated replies can be incomplete or wrong. You decide what the AI may answer, you should review its configuration and results, and you are responsible for how its output is used. Do not rely on AI output for legal, medical, financial or safety-critical decisions without human review.

9. Availability and support

We work to keep the Service available and secure, but do not promise uninterrupted or error-free operation. Planned maintenance and events outside our control may affect availability. Support is available at [email protected].

10. Intellectual property

We and our licensors own the Service, its software, branding and documentation. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. You may not copy, reverse engineer or resell the Service except as the law allows. You grant us permission to use your name only if you agree to it separately.

11. Confidentiality

Each party will protect the other's non-public information with reasonable care and use it only to perform or use the Service, except where disclosure is required by law.

12. Warranties and disclaimers

The Service is provided "as is" and "as available". To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement.

13. Limitation of liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, special or consequential damages, or for loss of profits, revenue, data or goodwill. Our total liability for claims relating to the Service is limited to the fees you paid for the Service in the twelve months before the event giving rise to the claim. Nothing in these terms limits liability that cannot be limited by law.

14. Indemnity

You will defend and compensate us against claims arising from your Customer Data, your breach of these terms, or your use of the Service in breach of the law or third-party rights.

15. Termination, export and deletion

You may stop using the Service at any time. We may suspend or end access for material breach or legal reasons. Workspace data can be exported while your workspace is active, where your plan includes export. After a workspace is closed, we delete or anonymise its data following our deletion process and retention periods, except records we must keep by law, such as financial records. See the Privacy Policy.

16. Changes to these terms

We may update these terms. For material changes we will give notice through the Service or by email before they take effect. Continued use after the effective date means you accept the update.

17. General

These terms are the whole agreement for the Service and replace earlier understandings. If part of them is unenforceable, the rest remains in effect. You may not transfer your rights without our consent. A failure to enforce a term is not a waiver. Governing law and the courts that hear disputes will be those set out in your order or, if none, those of the jurisdiction where the Autellicare operator is established.

18. Contact

Questions about these terms: [email protected].