Terms of Service

By accessing or using the ChatPacket platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, do not use the Service.

ChatPacket is a business-to-business live chat platform that enables organizations to communicate with their website visitors in real time. The Service includes a web dashboard for support agents, an embeddable chat widget, AI-assisted reply suggestions, a help center, and visitor analytics.

To use the Service, you must create an account by providing accurate and complete information. You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account.

You must notify ChatPacket immediately if you become aware of any unauthorized access to your account. ChatPacket is not liable for any loss resulting from unauthorized use of your account.

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable laws
• Transmit malicious code, spam, or unsolicited commercial messages through the Service
• Attempt to gain unauthorized access to other accounts, systems, or networks connected to the Service
• Interfere with or disrupt the integrity or performance of the Service
• Use the Service to collect, store, or process sensitive personal data (such as health or financial information) without appropriate safeguards
• Resell, sublicense, or redistribute access to the Service without prior written consent

You retain ownership of all content and data you submit to the Service ("Customer Data"), including conversation transcripts, contact information, and help articles. ChatPacket does not claim any ownership rights over Customer Data.

You grant ChatPacket a limited license to process Customer Data solely to provide and improve the Service. ChatPacket will not sell your data to third parties or use it for advertising purposes.

The Service includes AI-powered features such as reply suggestions and article generation. These features use third-party AI models to process conversation content. AI-generated suggestions are provided as drafts for agent review — agents are responsible for reviewing and approving all responses before they are sent to visitors.

ChatPacket does not guarantee the accuracy, appropriateness, or completeness of AI-generated content.

Paid plans are billed on a recurring basis as described on the pricing page. All fees are non-refundable except as required by applicable law. ChatPacket reserves the right to change pricing with 30 days notice to active subscribers.

If payment fails, ChatPacket may suspend access to the Service until the outstanding balance is resolved. Accounts with unpaid balances for more than 60 days may be terminated.

ChatPacket aims to maintain high availability of the Service but does not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable for scheduled maintenance, updates, or circumstances beyond our reasonable control.

ChatPacket is not liable for any damages arising from service interruptions or downtime.

The Service, including its design, code, documentation, and branding, is owned by ChatPacket and protected by intellectual property laws. These Terms do not grant you any rights to ChatPacket's trademarks, logos, or other brand features.

You may not copy, modify, reverse-engineer, or create derivative works of the Service.

Either party may terminate this agreement at any time. You may close your account through the settings page or by contacting support. ChatPacket may suspend or terminate your access if you violate these Terms or if your account remains inactive for 12 months.

Upon termination, your right to use the Service ends immediately. ChatPacket will retain your data for 30 days after termination, during which you may request an export. After 30 days, your data will be permanently deleted.

To the maximum extent permitted by law, ChatPacket and its officers, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or business opportunities arising from your use of the Service.

ChatPacket's total liability for any claim related to the Service shall not exceed the amount you paid to ChatPacket in the 12 months preceding the claim.

You agree to indemnify and hold harmless ChatPacket from any claims, damages, or expenses arising from your use of the Service, your violation of these Terms, or your violation of any rights of a third party.

ChatPacket may update these Terms from time to time. We will notify you of material changes by email or through the Service at least 14 days before the changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

These Terms are governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions. Any disputes arising from these Terms shall be resolved in the state or federal courts located in Delaware.

If you have questions about these Terms, contact us at legal@chatpacket.com.