Terms of Service

1. Acceptance of Terms

By registering for an account, or by installing the ConvoScore embed script on any website, you confirm that you have read these Terms, that you have the authority to accept them for yourself or the organization you represent, and that you agree to be bound by them together with our Privacy Policy and Refund and Cancellation Policy, which form part of this agreement.

2. Who May Use ConvoScore

You must be at least 16 years old, or the age of digital consent where you live if that is higher, and able to form a binding contract. If you accept these Terms on behalf of an organization, you confirm that you are authorized to bind it. You may not use the Service if you are barred from doing so under applicable sanctions or export-control laws.

3. Description of the Service

ConvoScore provides an AI-driven chat widget that visitors to your website can use to ask questions. The Service extracts structured information from that conversation and assigns each conversation a High, Medium, or Low priority score, viewable in your dashboard. A free DEMO plan is available by default; paid Starter and Growth plans with higher limits and additional features can be purchased through self-serve checkout.

4. Accounts and Security

You are responsible for maintaining the confidentiality of your account credentials and any Gemini API key you configure for a site, and for all activity under your account. Use a strong, unique password. Notify us promptly at the address on our Contact page if you suspect unauthorized access. We are not liable for loss caused by someone using your credentials with your knowledge or through your failure to keep them secure.

5. Acceptable Use

You agree not to use the Service to:

• collect personal data from visitors unlawfully, or without the notice and legal basis your own privacy obligations require;
• send spam or unsolicited marketing, or configure the chatbot to deceive visitors about who or what they are talking to in a way that breaks applicable law;
• embed the widget on a site whose content is illegal, hateful, sexually exploitative of minors, or that infringes the rights of others;
• probe, scan, overload, rate-abuse, or attempt to gain unauthorized access to the Service or its infrastructure;
• reverse-engineer, decompile, or resell the Service, except to the extent that restriction is prohibited by law;
• use the Service, or its AI outputs, to build a competing product or to train a machine-learning model.

6. Plans, Billing and Taxes

The DEMO plan is free and includes one site with full dashboard access, subject to usage limits. Paid Starter and Growth plans unlock higher limits and additional features.

• Billing: paid plans are billed in advance for the interval you choose at checkout, monthly or annual, and renew automatically at the then-current price until cancelled.
• Payment processor: payments are collected by Paddle.com Market Limited, our authorized reseller and Merchant of Record. Paddle handles the transaction, issues the invoice, collects any applicable sales tax or VAT, and appears as the seller on your card statement.
• Taxes: any sales tax or VAT applicable to your location is added by Paddle at checkout and shown before you pay.
• Currency: plans are priced in US dollars; your bank may apply a conversion fee.
• Price changes: if we change a plan's price, the new price applies only from your next renewal, and we will give you at least 30 days' notice by email so you can cancel first if you prefer.
• Failed payments: if a renewal payment fails, Paddle retries it over a short grace period; if it still cannot be collected, the site is moved back to the DEMO plan and your data is not deleted.
• Cancellations and refunds: you can cancel anytime from the Billing section of your dashboard. Cancellation, renewal, and refund terms, including a 14-day money-back guarantee on a first paid purchase, are set out in the Refund and Cancellation Policy.

7. Service Availability

ConvoScore is operated on a best-effort basis and provided "as is". We target monthly uptime of 99.9% for the dashboard, the chat API, and the embeddable widget, measured excluding scheduled maintenance, but we do not offer a contractual service-level guarantee or automatic service credits on any plan. The following describes how we handle downtime:

• Monitoring: the production service and database are monitored continuously and error alerts reach the operator quickly, typically within minutes of a new failure.
• Response targets: for a full outage that makes the dashboard or the chat API unusable, we aim to begin work within 1 hour of detection and to restore service within 8 hours. For partial degradation that leaves the core features working, we aim to respond within 1 business day.
• Scheduled maintenance: planned work that requires downtime is normally done during low-traffic hours and, where it is expected to last more than a few minutes, announced by email to affected account owners at least 48 hours in advance.
• Data durability: the database is hosted on Neon (see the Privacy Policy) with continuous backups and point-in-time recovery covering a rolling window of at least 7 days, so data can be restored to a moment shortly before an incident.
• Communication: during a significant incident we send updates by email to affected account owners, and provide a short summary of cause and fix on request once it is resolved.
• Third-party dependencies: some outages originate with providers we rely on, such as Vercel, Neon, or Google's Gemini API. In those cases our restoration time depends on the provider; we will keep you informed and fail over where we can.

8. Support

Support is provided by email and through the contact form on our website. We aim to acknowledge billing and account questions within 1 business day and to give a substantive reply within 3 business days. Urgent reports that the Service is down are treated as incidents and handled under the Service Availability section above. The same support channel applies on the DEMO, Starter, and Growth plans; there is no separate paid support tier.

9. Your Content and Data

You retain ownership of your chatbot configuration, conversation transcripts, and request data. You grant ConvoScore a limited, non-exclusive license to host and process that data solely to operate, secure, and improve the Service on your behalf. For the personal data of your site's visitors you are the data controller and ConvoScore acts as your processor; see the Privacy Policy, which includes our data-processing terms.

10. Third-Party Services and AI Output

ConvoScore relies on third-party providers to function, including Vercel for hosting, Neon for the database, and Google's Gemini API for language understanding; the Privacy Policy lists them. If a site owner supplies their own Gemini API key, that site's conversations run under that key and Google's terms. AI-generated scores, summaries, and extracted fields are a decision-support aid produced by a statistical model. They can be incomplete or wrong and must not be treated as a guarantee of a visitor's identity, intent, or creditworthiness, or used as the sole basis for a decision that significantly affects a person.

11. Intellectual Property

ConvoScore, its name, logo, and the underlying software are the property of ConvoScore and its licensors. These Terms grant you no rights in our trademarks or branding beyond what is needed to use the Service as intended. Feedback you send us may be used to improve the Service without obligation to you.

12. Disclaimers

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, or that AI scores and extracted data will be accurate or complete.

13. Limitation of Liability

To the maximum extent permitted by law, ConvoScore is not liable for indirect, incidental, special, or consequential damages, or for lost profits, revenue, data, or goodwill, arising from your use of or inability to use the Service. Our total liability for any claim relating to the Service is limited to the greater of the amount you paid for the Service in the 12 months before the event giving rise to the claim, or USD 100. Nothing in these Terms excludes liability that cannot be excluded under the law that applies to you, such as for death or personal injury caused by negligence, or for fraud.

14. Suspension and Termination

You may stop using the Service and remove the embed script at any time; cancelling a paid plan is covered by the Refund and Cancellation Policy. We may suspend or terminate an account that materially breaches these Terms, in particular the Acceptable Use section, that exposes the Service or its users to security or legal risk, or where required by law. Where practical we will give notice and a chance to fix the issue first. After an account is closed you have 30 days to request an export of your data, after which it may be permanently deleted.

15. Changes to the Service and to These Terms

We are actively developing ConvoScore and may add, change, or remove features. We may also update these Terms. For changes that materially reduce your rights or increase your obligations, we will give notice by email or an in-dashboard notice at least 30 days before they take effect, unless a change is required sooner by law or to address a security risk. The "Last updated" date at the top of this page always reflects the current version, and continued use after a change takes effect means you accept it.

16. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Türkiye, without regard to its conflict-of-laws rules, and the courts of Istanbul have jurisdiction. If you use the Service as a consumer, this does not deprive you of the protection of the mandatory consumer-law provisions of the country where you live. We would rather resolve any dispute directly: please contact us first and give us a reasonable chance to fix the problem.

17. Contact

Questions about these Terms can be sent through our Contact page or by email to the address shown there. ConvoScore is operated from Türkiye; Paddle.com Market Limited acts as Merchant of Record for paid subscriptions.