Terms of service

Who provides the service

The service is provided by Telloox. For anything about these terms, write to [email protected].

What the service does

Telloox adds a live-chat widget to your website and lets you answer your visitors from a web panel, on your phone too: conversations, attachments, push and email notifications, canned replies, a view of the visitors on the site, and a team that can follow several workspaces.

We improve the service over time and features can change. If a change substantially reduces what a paid plan includes, we tell you in advance by email and you can stop the renewal.

Your account and your workspace

• Telloox is a service for businesses and professionals. You must be at least 18 years old and give accurate information.
• You are responsible for keeping your password safe and for what is done with your account.
• The admins of a workspace decide who joins it and with which role. Everyone in a workspace can read its conversations and see its visitors.
• You are responsible for the people you invite and for what they write to your visitors.

Your website and your visitors

• Install the widget only on websites you own or are allowed to manage.
• For the personal data of your visitors you are the data controller and we process it on your behalf, as set out in the data processing agreement, which is part of these terms.
• You must tell your visitors that your website uses a live chat, for example in your privacy policy. The widget can show a link to it: set it in the widget settings.
• Do not use the chat to collect payment card numbers, passwords, or special categories of data such as health data.
• You choose how long conversations are kept: 30 days unless you change it. After that they are deleted, with their attachments.

Plans and prices

• Telloox is free during its launch period.
• When paid plans are available, their price, what they include and their limits are shown on the website before you buy.
• You are never charged unless you choose a paid plan and confirm the purchase.

Payments and renewal

• Payments are handled by Creem (Estonia), which acts as merchant of record: it sells you the subscription, charges you, issues the receipt or invoice and deals with the applicable taxes. The terms shown by Creem at checkout also apply to the purchase.
• Prices are shown before you confirm the purchase, taxes included where they apply.
• Subscriptions renew automatically at the end of each monthly or yearly period until you stop the renewal.
• You can stop the renewal at any time, from the link in Creem’s payment email or by writing to [email protected]. You keep your plan until the end of the period you paid for.
• Before you confirm a change of plan, we show you when it takes effect and what you will pay.
• If the price of your plan changes, we tell you by email before it applies, and you can stop the renewal first. A price change never affects a period you have already paid for.

Refunds and withdrawal

• If you are a consumer in the European Union, you can withdraw from a paid plan within 14 days of buying it, without giving a reason, and get a full refund. To do so, write to [email protected].
• Apart from this right, what the law requires and what we show you when you change plan, payments for a period already started are not refundable.
• Refunds are paid through Creem to the payment method you used.
• The refund policy sums up these rules and explains how to ask for a refund.

Your content

• Messages, attachments, canned replies and settings remain yours or your visitors’. You allow us to store, process and show them only to provide the service.
• You must have the right to send what you send, and the content must not break the law or the rights of others.
• Attachments can be up to 10 MB each. Keep your own copy of anything you need to keep beyond the retention period you chose.
• How we handle the personal data of account holders is described in the privacy policy.

Acceptable use

You agree not to:

• access or try to access data of other workspaces, or get around security measures and plan limits;
• send spam, malware or phishing through the chat, or use it to break the law;
• use Telloox on websites with sexually explicit or NSFW content, or send such content in the chat, or anything else forbidden by the acceptable use policy;
• overload the service or extract data from it by automated means;
• resell access to the service without our written agreement.

Availability

We work to keep the service available and your data safe, but we cannot guarantee that it will always work without interruptions or errors. Maintenance and outages can happen, and a message or notification can arrive late.

Do not rely on the chat for emergencies or for communications where a delay could cause harm.

Suspension and closure

• An admin can delete a workspace at any time from its settings. Deletion is immediate and permanent, and removes its conversations, visitors and attachments.
• You can stop using the service at any time and ask us to delete your account by writing to [email protected].
• We can suspend or close a workspace or an account that seriously or repeatedly breaks these terms. While a workspace is suspended, its widget does not appear and its members cannot log in. We tell you why, unless the law or security prevents it.
• If we decide to close the service for good, we tell you by email in advance, and we refund the unused part of any period already paid.

Liability

Nothing in these terms limits liability for intent or gross negligence, or any right you have as a consumer that cannot be waived.

For business customers, within the limits of the law, our total liability is limited to what you paid in the 12 months before the event, and we are not liable for indirect damages or lost profits.

Changes to these terms

We can update these terms. If a change is substantial, we tell registered users by email before it applies. If you do not agree, you can stop using the service and stop the renewal before that date.

Applicable law and disputes

These terms are governed by Italian law. If you are a consumer, you keep the mandatory protections of the country where you live and can go to the courts there.

For business customers, the courts of the place where Telloox has its registered office have exclusive jurisdiction.