Terms of Service

1. Acceptance of Terms

By creating a Convexa account or using the Convexa service ("Service"), you agree to these Terms of Service ("Terms"). If you are using the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.

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

2. Service Description

Convexa is an AI-powered customer support automation platform. The Service allows you to:

• Connect a customer-facing email address to the Convexa platform
• Build and maintain a knowledge base of information about your business, products, and policies
• Automatically receive, process, and respond to customer messages using AI
• Review conversation history, manage escalations, and monitor performance via the dashboard

The Service uses large language models (including Anthropic's Claude) to generate responses. AI-generated responses are produced automatically and may not always be perfect — you are responsible for reviewing and correcting responses that do not meet your standards.

3. Acceptable Use Policy

You agree not to use the Service to:

• Send unsolicited commercial messages (spam) to people who have not initiated contact
• Impersonate another person, company, or entity in a misleading way
• Violate any applicable law, including consumer protection laws, privacy laws (GDPR, CCPA), or anti-spam regulations (CAN-SPAM, CASL)
• Transmit malware, phishing content, or any harmful code
• Process data relating to children under the age of 16 without appropriate consent
• Process special categories of sensitive personal data (health, financial, biometric) without implementing appropriate safeguards
• Reverse-engineer, scrape, or attempt to extract the underlying AI models or training data
• Resell or sublicense access to the Service without written permission

We reserve the right to suspend or terminate accounts that violate this policy, with or without notice.

4. Billing & Subscription

• Free trial: New accounts receive a 14-day trial period at no charge, with a limit of 100 messages. No payment information is required to start a trial.
• Subscription: After the trial, continued use requires a paid subscription at $99/month.
• Billing cycle: Subscriptions renew automatically on a monthly basis from the date you subscribe.
• Message limits: The base plan includes 100 messages per month. Overages may result in service throttling or an upgrade prompt — we will not charge you for overages without your consent.
• Cancellation: You may cancel at any time via your account settings. Cancellation takes effect at the end of the current billing period. No pro-rata refunds are issued for partial months.
• Refunds: Refund requests for the most recent billing period may be submitted to convexa@polsia.app within 7 days of charge. Approved refunds are processed within 5–10 business days.
• Price changes: We will provide at least 30 days' notice before increasing subscription prices.

5. Your Data & Intellectual Property

You retain ownership of all content you upload or create on the Service, including your knowledge base content and conversation data ("Your Data").

By using the Service, you grant us a limited, non-exclusive licence to process Your Data solely to provide the Service. We do not sell Your Data to third parties or use it to train AI models for other customers.

You are responsible for ensuring you have the rights to upload any content you provide, and that doing so does not violate any third-party intellectual property rights.

6. Data Processing Agreement (DPA)

When you use Convexa to handle messages from your customers, you are the data controller and Convexa is a data processor under the GDPR.

By accepting these Terms, you enter into a Data Processing Agreement with us on the following basis:

• We process customer personal data only on your documented instructions (i.e., to deliver the Service)
• We implement appropriate technical and organisational measures to protect personal data
• We will notify you without undue delay of any personal data breach affecting your customers' data
• We will assist you in responding to data subject requests (access, erasure, portability)
• We will delete or return all personal data upon termination of the Service
• We maintain a list of sub-processors in our Privacy Policy and will provide 30 days' notice before adding new ones

For a signed DPA or Standard Contractual Clauses, contact convexa@polsia.app.

7. Limitation of Liability

To the maximum extent permitted by applicable law:

• We are not liable for any indirect, incidental, consequential, or punitive damages arising from your use of the Service
• Our total aggregate liability to you for any claims arising from these Terms shall not exceed the amount you paid us in the 3 months preceding the claim
• We are not responsible for the content of AI-generated responses — you are responsible for reviewing and correcting responses before they cause harm
• We are not liable for losses arising from service downtime, third-party failures, or force majeure events

Nothing in these Terms limits liability for fraud, gross negligence, or death/personal injury caused by negligence, where such limitation is prohibited by law.

8. Service Availability & SLA

We aim for high availability but do not guarantee a specific uptime SLA on the base plan. Planned maintenance will be announced in advance where possible. During outages, queued messages will be processed once service is restored, subject to the 7-day queue retention window.

9. Termination

• By you: You may cancel and delete your account at any time. All your data will be deleted within 30 days of account closure.
• By us: We may suspend or terminate your account for violation of these Terms, non-payment, or at our discretion with 30 days' notice. In cases of serious violations (spam, illegal use), termination may be immediate.
• Effect of termination: Upon termination, your access to the Service ends. You may request an export of your data before closure.

10. Changes to These Terms

We may update these Terms from time to time. We will notify you by email at least 30 days before material changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

11. Governing Law & Disputes

These Terms are governed by the laws of Ireland (for EU customers) or the State of California (for customers outside the EU), without regard to conflict of law principles.

We will make good-faith efforts to resolve disputes informally. If we cannot resolve a dispute within 60 days, either party may pursue formal legal action in the courts of the applicable jurisdiction.

12. Contact

For questions about these Terms, contact us at convexa@polsia.app.