Terms of service

1. These terms

Bitnivo ("Bitnivo", "we", "us") provides a platform for building AI chat assistants and embedding them on websites. These terms are the agreement between you and Bitnivo for the use of the platform and of any assistant you publish through it.

By creating an account, starting a subscription or publishing an assistant, you accept these terms. If you are accepting on behalf of a business, you confirm you are allowed to bind that business. If you do not agree, do not use the service.

2. Your account

You must be at least 18 years old and provide a working email address. You are responsible for what happens through your account, so keep your sign-in method secure and tell us promptly if you believe it has been used without your permission.

Each workspace belongs to the account that created it. You may not access, or attempt to access, another customer’s workspace, knowledge, conversations, leads or billing records.

3. The 7-day free trial

Every new workspace starts with a 7-day free trial. You add a card when you sign up, but nothing is charged on that day: the trial includes one chatbot and up to 150 AI replies, so you can see how your assistant answers real visitors before you pay anything.

On the 7th day from the day you start, the subscription begins and the card is charged $10 per month, then monthly, until you cancel. Billing shows the exact date of the first charge, and cancelling before that date costs you nothing.

When the 150 replies are used up, your assistant stops answering new visitor messages until the first charge lands or you move to a plan with a higher allowance.

4. Plans and prices

Paid plans are described on the pricing page with their chatbot limit and monthly AI reply allowance, and those limits are enforced on our servers. Prices are shown in the currency you select at checkout. We may add, remove or amend plans, but a change never affects the price you have already paid for the month you are in.

Where taxes apply to your purchase, they are added at checkout and shown before you pay. You are responsible for any taxes that apply in your own jurisdiction and that are not collected by us.

5. Automatic monthly renewal

Paid plans are subscriptions that renew automatically each month. When you pay, you save a card with our payment provider, Stripe. On each renewal date that card is charged the price of your plan in the currency you signed up in, and your paid period extends by one month.

Renewal continues until you cancel, and we tell you the next renewal date in Billing and in the receipt we email you. We give at least 30 days’ notice by email before any change to the price you renew at, and you may cancel before the new price takes effect.

If a renewal payment fails, Stripe retries it over the following days and your assistants keep running while it does. If the payment is still not completed, the subscription ends and the workspace returns to the free tier.

6. Free trial

A first subscription may start with a 7-day free trial. A card is collected when the trial starts, nothing is charged on that day, and the first monthly charge is taken automatically on the day the trial ends unless you cancel before then. We remind you of the date in the welcome email and in Billing.

A free trial is available once per workspace. A workspace that has already held a subscription does not get another trial.

7. Changing plan, cancelling and the end of a subscription

You can move to a different plan or cancel at any time from Billing, with no cancellation fee and no need to contact us.

A cancellation ends the subscription at the end of the period you have already paid for: you keep every feature until that date, no further charge is taken, and you can undo the cancellation before it takes effect. When the period ends, the workspace drops to the free tier, where the free limits apply; your chatbots, knowledge, conversations and leads stay in your workspace and are not deleted merely because the plan ended.

8. Refunds

Amounts already charged are generally not refundable, because you can cancel at any time and keep access until the end of the month you have paid for. Nothing in these terms removes a right you have under the consumer law of your country, including the 14-day right of withdrawal for digital services in the European Union, the United Kingdom and similar regimes.

Where a withdrawal right applies, you asked us to start the service immediately; if you withdraw within the withdrawal period we refund the month, less a proportionate amount for the days already used.

We refund in full, within 10 business days and to the original card: any charge taken in error, any duplicate charge, any charge taken after you cancelled, and any amount you have prepaid for access we ended without cause. If a fault on our side makes your assistants unavailable for more than 72 hours in total in a billing month, we refund that month pro rata or credit it to your workspace, at your choice.

9. Your content

You keep ownership of the website content, documents, FAQs and instructions you add, and of the conversations and leads your assistants collect. You grant us only the permission we need to run the service: to store your content, index it, retrieve from it and generate answers from it, and to show it back to you and your workspace.

You confirm that you have the right to use everything you add and that indexing a website you point us at is permitted. We do not use your content to train models for other customers, and we do not sell it.

10. Visitors, conversations and leads

You decide what your assistant asks visitors and what you do with the leads it collects. You are the controller of that data and must give visitors any notice your law requires. The widget includes a consent checkbox for lead capture and only stores lead details when a visitor ticks it.

Uploaded documents are stored privately and are readable only by the platform, so their text can be used to answer your visitors. Public assistants expose their appearance and welcome text, never your knowledge base, conversations or leads.

You can export your leads and conversations, and delete any source from your knowledge base at any time.

11. Acceptable use

Do not use Bitnivo to break the law, to mislead people, to impersonate a human when someone asks directly whether they are speaking to a machine, to collect personal data without the notice and consent the widget provides, to publish content you have no right to publish, to send spam, to probe or overload the platform or another service, or to resell the platform as your own product.

Do not attempt to reach another customer’s data, to bypass the message limits or chatbot limits on your plan, or to interfere with the security of the service.

12. AI answers

Assistants answer only from the information you provide and are instructed to say so when they do not know, rather than inventing prices, policies or availability. AI output can still be wrong, incomplete or out of date, so it is not a substitute for professional advice on legal, medical, financial or safety matters, and you are responsible for the information you publish through your assistant.

For as long as you hold a paid plan, you may review the conversations your assistants have had and correct the knowledge they answer from.

13. Availability and changes to the service

We work to keep Bitnivo available continuously and to give notice of planned maintenance, but the service depends on third-party AI and hosting providers and we do not guarantee uninterrupted availability. When an answer cannot be produced, the visitor is told so rather than shown something invented; the remedy for a sustained outage is the credit or refund in section 8.

We may improve, change or retire a feature. If we make a change that materially reduces what your plan provides during a period you have paid for, you may cancel and we refund the unused part of that period.

14. Suspension and termination

You may stop using Bitnivo at any time and ask us to delete your account and workspace.

We may suspend a workspace or an individual assistant if these terms are broken, if a payment is not completed after the retry period, or if we are required to by law. Except where the breach is serious or the law requires immediate action, we tell you what the problem is and give you 7 days to fix it before suspending. We may end your access for a serious or repeated breach.

If we end your access without cause, we refund the unused part of any period you have prepaid. After an account is closed we keep its records for 30 days, during which you can ask us to restore them, and then delete them, except for records we must keep for tax or accounting purposes.

15. Our liability

To the extent the law allows, our total liability for all claims relating to the service in any 12-month period is limited to the amount you paid us in the 12 months before the claim, and we are not liable for lost profits, lost revenue or indirect losses.

Nothing in these terms limits our liability for fraud, for death or personal injury caused by our negligence, for a breach of your statutory rights, or for anything else that cannot lawfully be limited.

16. Responsibility for claims

You are responsible for third-party claims that arise from the content you add or from your unlawful use of the service, and you will cover our reasonable costs if such a claim is made.

We are responsible if the platform itself infringes someone else’s intellectual property, and will cover your reasonable costs in that case, subject to the limit in section 15. Tell us promptly about any such claim and let us lead the response.

17. Changes to these terms

We may update these terms as the product and the law develop. Material changes are emailed to account holders at least 30 days before they take effect, and the date at the top of this page always shows the current version.

If you do not accept a change, you may cancel before it takes effect and we refund the unused part of any period you have prepaid. Continuing to use Bitnivo after a change takes effect means you accept the updated terms.

18. Law and disputes

These terms are governed by the laws of India, and the courts of India have jurisdiction, except that you keep the protection of the mandatory consumer law of the country where you live.

If something goes wrong, write to us first: most issues are settled quickly. We aim to answer any complaint within 5 business days and to resolve it within 30 days before either side starts formal proceedings.

19. General

If a clause of these terms is found to be unenforceable, the rest stays in force. A delay in enforcing a term is not a waiver of it. You may not transfer your rights under these terms without our written agreement; we may transfer ours only where your rights are not reduced, and we will tell you if we do.

These terms, together with the privacy policy and the plan you bought, are the whole agreement between us for the service.

20. Contact

Questions about these terms, a refund or your account: contact@bitnivo.co. We answer support and billing questions within 2 business days.