Terms of Service for the Chaterimo Platform

Last updated: April 7, 2026

These Terms of Service ("Terms" or "ToS") govern the relationship between the Provider and the Customer arising from the use of the Chaterimo platform. By creating an account or using the Service, you agree to be bound by these Terms.

1. Definitions

"Provider" refers to David Langr, Business Registration No. (ICO): 04617002, with the place of business at V olsinach 1451/20, 100 00, Prague 10 - Strasnice, Czech Republic. The Provider operates the Chaterimo platform.

"Customer" means any legal or natural person other than the Provider who registers for and uses the Chaterimo platform.

"Service" means the Chaterimo AI-powered customer support chatbot platform, including all features, integrations, APIs, and related services provided by the Provider.

"Contract" refers to the agreement concluded between the Provider and the Customer, comprising these Terms, the Privacy Policy, and the Data Processing Agreement (DPA).

"License" means a non-exclusive, non-transferable, revocable license to use the Chaterimo platform under the conditions stated in these Terms.

"Organisation" means the Customer's account workspace within the Service, under which chatbots, data, users, and integrations are managed.

"End-user" means any visitor or customer of the Customer's website who interacts with a chatbot powered by the Service.

2. Conclusion of the Contract

2.1. The Contract is concluded when the Customer completes the registration process and creates an account on the Chaterimo platform.

2.2. By registering, the Customer confirms that they have the legal capacity to enter into binding agreements and, if acting on behalf of an organization, that they have the authority to bind that organization.

2.3. The Customer agrees to provide accurate and complete registration information and to keep this information up to date.

3. Service Description

3.1. The Service provides an AI-powered chatbot platform that enables Customers to deploy intelligent customer support chatbots on their websites and e-commerce stores. Key features include:

• AI-powered chat responses using multiple language models (OpenAI GPT, Claude, Gemini, Groq)
• Knowledge base management with hybrid search (vector and keyword)
• E-commerce platform integrations (Shopify, Shoptet, WooCommerce, Upgates, Magento, PrestaShop)
• Lead capture and management
• Email integration (Gmail, Outlook)
• CRM integrations (Zoho, HubSpot, Pipedrive)
• Customer support ticketing system
• Multilingual support
• Real-time chat via WebSocket

3.2. The Provider reserves the right to modify, update, or discontinue specific features of the Service at any time. Material changes to core functionality will be communicated to Customers in advance.

4. Subscription Plans and Free Trial

4.1. The Service is offered in the following paid subscription tiers: Evolve, Advanced, and Masterful. The features, limitations, and pricing of each plan are described on the Chaterimo pricing page.

4.2. New Customers may be eligible for a free trial period of 7 days. During the trial, the Customer has access to the Service with the features and limitations specified at the time of registration.

4.3. At the end of the trial period, the Customer must subscribe to a paid plan to continue using the Service. If no paid plan is selected, access to premium features will be restricted and knowledge base data may be scheduled for deletion after a notice period.

4.4. The Provider reserves the right to change subscription pricing. Existing Customers will be notified at least 30 days in advance of any price changes. Price changes take effect at the start of the next billing cycle following the notice period.

5. Payment Terms

5.1. Payment for subscriptions is processed through Stripe. The Customer authorizes recurring payments according to the selected billing cycle (monthly or annual).

5.2. Subscriptions automatically renew at the end of each billing cycle unless cancelled by the Customer before the renewal date.

5.3. All prices are exclusive of applicable taxes (VAT), which will be added where required by law.

5.4. In case of failed payment, the Provider will attempt to collect the payment according to Stripe's retry schedule. If payment remains unsuccessful, the subscription may be suspended or downgraded.

5.5. The Provider does not store credit card or payment card data. All payment data is processed and stored exclusively by Stripe in accordance with PCI DSS standards.

6. Cancellation and Refunds

6.1. The Customer may cancel their subscription at any time through the Stripe customer portal accessible from the billing page, or by contacting the Provider at info@chaterimo.com.

6.2. Upon cancellation, the Customer retains access to the Service until the end of the current paid billing period. No prorated refunds are issued for partial billing periods.

6.3. Refund requests for special circumstances may be submitted to info@chaterimo.com and will be evaluated on a case-by-case basis at the Provider's discretion.

6.4. For Shopify App Store subscriptions, cancellation and billing are managed through the Shopify admin dashboard and are subject to Shopify's billing terms.

7. Customer Obligations and Acceptable Use

7.1. The Customer is responsible for maintaining the confidentiality of their account credentials and for all activity that occurs under their account.

7.2. The Customer shall use the Service only for lawful purposes and in accordance with these Terms. The Customer must not:

• Use the Service to send spam, unsolicited messages, or engage in abusive behavior toward end-users
• Upload or process content that is illegal, harmful, defamatory, or infringes on the rights of third parties
• Attempt to reverse-engineer, decompile, or modify the Service's source code or software
• Interfere with the Service's infrastructure, security mechanisms, or other Customers' use of the Service
• Use the Service to process special categories of personal data (Art. 9 GDPR) without the Provider's prior written consent
• Resell, sublicense, or provide the Service to third parties without the Provider's written consent
• Use the Provider's name, logo, domains, or trademarks without prior written consent
• Exceed the usage limits of the subscribed plan through automated means or abuse

7.3. The Customer is solely responsible for the content of their knowledge base, chatbot instructions, and any data they upload or process through the Service.

7.4. The Customer shall ensure that their use of the Service, including the deployment of chatbots on their website, complies with all applicable laws, including consumer protection laws and data protection regulations.

8. AI-Specific Terms

8.1. The Service uses third-party artificial intelligence models to generate chatbot responses. AI-generated content may be inaccurate, incomplete, or inappropriate. The Provider does not guarantee the accuracy, reliability, or suitability of AI-generated responses.

8.2. The Customer is responsible for reviewing and configuring their chatbot's behavior, including custom instructions, knowledge base content, and response settings, to ensure responses are appropriate for their use case.

8.3. The Provider ensures, through its agreements with AI providers, that data transmitted via API calls for generating responses is not used to train the AI providers' foundational models. The Provider uses API-tier access to all AI providers.

8.4. The Customer acknowledges that AI model availability and capabilities may change due to decisions by third-party AI providers. The Provider will make reasonable efforts to minimize disruption from such changes.

9. Intellectual Property

9.1. The Service, including its software, design, features, documentation, and all related intellectual property, remains the exclusive property of the Provider. The Customer receives only the License to use the Service as described in these Terms.

9.2. The Customer retains all rights to their own data, including knowledge base content, product data, chat conversations, lead data, and any other content uploaded to or generated through the Service.

9.3. The Provider does not claim ownership of the Customer's data and will not use it for purposes other than providing the Service, except in aggregated and anonymized form for improving the Service.

10. API Keys and Third-Party Integrations

10.1. Depending on the subscription plan, the Customer may provide their own API keys for third-party AI services (OpenAI, Anthropic, Google, Groq) or use API keys provided by the Provider.

10.2. When the Customer provides their own API keys, the Customer is responsible for compliance with the respective AI provider's terms of service and for any costs incurred through their API usage.

10.3. API keys provided by the Customer are encrypted at rest using industry-standard encryption. The Provider will not use the Customer's API keys for any purpose other than providing the Service to that Customer.

10.4. The Customer is responsible for configuring and maintaining their e-commerce platform integrations, CRM integrations, and email integrations. The Provider is not liable for data loss or errors caused by incorrect integration configuration or changes to third-party platform APIs.

11. Service Availability and Support

11.1. The Provider shall make the Service available to the Customer with an uptime of at least 99% of the total time in each calendar month, excluding scheduled maintenance and circumstances beyond the Provider's reasonable control.

11.2. Scheduled maintenance will be performed during low-traffic hours where possible. The Provider will notify Customers of planned maintenance that may affect service availability.

11.3. The Provider offers technical support on working days from 9:00 AM to 4:00 PM (CET) via email at info@chaterimo.com. The Provider will use reasonable efforts to respond to support inquiries within two working days.

11.4. The uptime commitment does not apply to: (a) scheduled maintenance; (b) force majeure events; (c) failures of third-party services (AI providers, payment processors, e-commerce platforms); (d) issues caused by the Customer's configuration or equipment.

12. Data Protection and Processing

12.1. The Provider processes personal data in accordance with its Privacy Policy and applicable data protection legislation, including the GDPR.

12.2. Where the Provider processes personal data on behalf of the Customer (as data processor), the processing is governed by the Data Processing Agreement (DPA), which forms an integral part of these Terms.

12.3. The Customer is responsible for ensuring that their use of the Service complies with applicable data protection laws, including providing appropriate privacy notices to end-users and obtaining any required consents.

12.4. Upon termination of the Contract, the Customer's data will be handled in accordance with the DPA.

13. Confidentiality

13.1. Each party undertakes to keep confidential all non-public information received from the other party in connection with the Service ("Confidential Information"), and not to disclose it to third parties without the other party's prior written consent.

13.2. Confidential Information does not include information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was already known to the receiving party; (c) is independently developed by the receiving party; or (d) is required to be disclosed by law or court order.

13.3. The obligation of confidentiality survives the termination of the Contract for a period of two (2) years.

14. Limitation of Liability

14.1. To the maximum extent permitted by applicable law, the Provider's total aggregate liability to the Customer for all claims arising out of or related to the Service or these Terms shall not exceed the total amount of fees paid by the Customer to the Provider during the twelve (12) months immediately preceding the event giving rise to the claim.

14.2. The Provider shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to: loss of profits, loss of revenue, loss of data, loss of business opportunities, or reputational damage, regardless of whether such damages were foreseeable or whether the Provider was advised of the possibility of such damages.

14.3. The Provider is not liable for: (a) the accuracy, completeness, or appropriateness of AI-generated chatbot responses; (b) the Customer's use of the Service in violation of applicable laws; (c) failures or changes in third-party services (AI providers, e-commerce platforms, payment processors); (d) data loss caused by the Customer's actions or configuration; (e) any consequences arising from the Customer's failure to maintain adequate backups of their data.

14.4. Nothing in these Terms excludes or limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited under applicable law.

15. Indemnification

15.1. The Customer shall indemnify, defend, and hold harmless the Provider from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: (a) the Customer's use of the Service in violation of these Terms or applicable law; (b) the Customer's chatbot content, knowledge base data, or other materials processed through the Service; (c) claims by end-users or third parties related to the Customer's chatbot or website; (d) the Customer's breach of data protection obligations.

16. Suspension and Termination

16.1. The Provider may suspend the Customer's access to the Service immediately if: (a) the Customer materially breaches these Terms; (b) the Customer's use of the Service poses a security risk to the Service or other Customers; (c) the Customer's account is subject to suspected fraudulent or illegal activity; (d) required by law or a court order.

16.2. The Provider will make reasonable efforts to notify the Customer before or promptly after any suspension, except where prohibited by law or where immediate action is necessary to protect the Service.

16.3. Either party may terminate the Contract: (a) for convenience, by cancelling the subscription as described in Section 6; (b) for cause, if the other party materially breaches these Terms and fails to cure the breach within 30 days of written notice.

16.4. The Provider may terminate the Contract immediately if the Customer becomes insolvent, enters into bankruptcy or similar proceedings, or ceases to operate as a going concern.

16.5. Upon termination, the Customer's License to use the Service ends immediately. Data retention and deletion after termination are governed by the DPA.

17. Force Majeure

17.1. Neither party shall be liable for any failure or delay in performing its obligations under these Terms to the extent that such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to: natural disasters, war, terrorism, epidemics or pandemics, government actions, power or telecommunications failures, cyberattacks, or failures of third-party infrastructure providers.

17.2. The affected party shall notify the other party without undue delay and shall use reasonable efforts to mitigate the impact of the force majeure event.

18. Modifications to Terms

18.1. The Provider reserves the right to modify these Terms at any time. Material changes will be communicated to Customers via email at least 30 days before they take effect.

18.2. Continued use of the Service after the effective date of the modified Terms constitutes acceptance of the changes. If the Customer does not agree to the modified Terms, the Customer may terminate the Contract before the changes take effect.

18.3. The current version of these Terms is always available on the Chaterimo website.

19. Governing Law and Dispute Resolution

19.1. These Terms, as well as the Contract, are governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, as amended, without regard to conflict of laws provisions.

19.2. The parties undertake to resolve any disputes arising from these Terms first through good-faith negotiation.

19.3. If a dispute cannot be resolved amicably within 30 days, it shall be submitted to the competent courts in Prague, Czech Republic.

20. General Provisions

20.1. Severability. If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that most closely achieves the intent of the original provision.

20.2. Entire Agreement. These Terms, together with the Privacy Policy and the DPA, constitute the entire agreement between the parties with respect to the Service and supersede all prior agreements, representations, and understandings.

20.3. Assignment. The Customer may not assign or transfer their rights or obligations under these Terms without the Provider's prior written consent. The Provider may assign its rights and obligations in connection with a merger, acquisition, or sale of all or substantially all of its assets.

20.4. Waiver. The failure of either party to enforce any provision of these Terms shall not constitute a waiver of that provision or the right to enforce it at a later time.

20.5. Contact. For any questions regarding these Terms, the Customer may contact the Provider at info@chaterimo.com.

20.6. These Terms become valid and effective on April 7, 2026.