Terms of Service

• Natural Language Configuration: AI-powered setup that generates workflows, intents, and macros from plain English descriptions
• Embeddable Chat Widget: JavaScript widget for website integration with AI-powered customer chat
• Knowledge Base: Document ingestion, processing, and semantic search capabilities
• AI Inbox: Unified inbox for managing conversations with AI-generated summaries and suggested responses
• Workflow Automation: Automated routing, escalation, and response workflows
• Help Center: Public-facing knowledge base with custom domain support
• Team Management: Multi-user workspaces with role-based access controls
• Integrations: Connections to third-party services (Stripe, Shopify, HubSpot, etc.)
• Analytics & Reporting: Performance metrics, conversation analytics, and SLA tracking

Our Service utilizes artificial intelligence to provide:

• Intent detection and conversation classification
• Automated response generation
• Conversation summarization
• Knowledge retrieval and semantic search
• Workflow execution and decision-making

AI Accuracy: While we strive for high accuracy, AI-generated content may contain errors or inaccuracies. You are responsible for reviewing AI-generated responses before they are sent to End Users, particularly for sensitive or high-stakes communications.

We continuously improve the Service and may add, modify, or remove features at any time. For material changes that negatively impact core functionality, we will provide reasonable advance notice (typically 30 days for paid customers).

To use the Service, you must:

• Be at least 18 years old (or the age of majority in your jurisdiction)
• Provide accurate, complete, and current registration information
• Maintain and update your information as needed
• Accept responsibility for all activity under your account

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activities that occur under your account
• Immediately notifying us of any unauthorized access or security breach
• Ensuring team members comply with these Terms

The Service supports multiple users per Workspace with different permission levels:

• Owner: Full administrative access, including billing and account deletion
• Admin: Full access except account deletion
• Manager: Team management, reports, limited settings
• Agent: Inbox access for responding to tickets

You are responsible for managing access permissions and ensuring team members have appropriate access levels.

We offer three subscription tiers. Each plan includes 1 seat in the base price:

• Subscriptions are billed in advance on a monthly or annual basis
• Payment is due at the beginning of each billing cycle
• All fees are non-refundable except as expressly stated in these Terms
• We accept major credit cards; payment processing is handled by Stripe
• You authorize us to charge your payment method for all applicable fees

• Each team member requires one paid seat
• Seats are prorated when added mid-billing cycle
• Reduced seats take effect at the next billing cycle

We may modify our prices with at least 30 days notice. Price changes will take effect at the start of your next billing cycle following the notice period. If you do not agree to a price change, you may cancel your subscription before it takes effect.

All fees are exclusive of applicable taxes. You are responsible for paying all taxes associated with your use of the Service, except for taxes based on our net income.

If payment fails, we will attempt to charge your payment method again. After multiple failed attempts, your account may be downgraded or suspended. We will notify you of payment issues via email.

• New customers may be eligible for a free trial period (typically 14 days)
• No credit card is required to start a trial
• Trial includes access to features available in the Growth plan
• At the end of the trial, you must subscribe to continue using the Service

We reserve the right to limit or terminate trial access at any time. Trial accounts that do not convert to paid subscriptions may have their data deleted after 30 days following trial expiration.

You may use the Service only for lawful purposes and in accordance with these Terms. The Service is designed for legitimate business customer support operations.

You agree NOT to use the Service to:

We may investigate violations and take appropriate action, including:

• Warning or suspending your account
• Terminating your account immediately without refund
• Removing content that violates these Terms
• Reporting illegal activity to law enforcement
• Pursuing legal remedies

You retain all rights to your Customer Data. Riah AI does not claim ownership over your content, conversations, knowledge base materials, or other data you provide.

By using the Service, you grant Riah AI a limited, non-exclusive, worldwide license to use, process, store, and transmit Customer Data solely for the purpose of providing the Service and as described in our Privacy Policy.

We process Customer Data as a data processor on your behalf. You are the data controller for End User data and are responsible for:

• Providing appropriate privacy notices to End Users
• Obtaining necessary consents for data collection
• Ensuring your use of the Service complies with applicable privacy laws
• Responding to End User data subject requests

You acknowledge that Customer Data may be processed by AI systems to provide Service functionality. This includes sending data to third-party AI providers (OpenAI) for processing. See our Privacy Policy for details.

You may export your Customer Data at any time through the Service interface or by contacting support. We will provide data in a commonly used format.

Upon account termination, we will delete your Customer Data within 30 days, except as required by law or as necessary for legitimate business purposes.

The Service, including its original content, features, functionality, design, code, algorithms, and documentation, is owned by Riah AI and protected by intellectual property laws. Our trademarks, logos, and brand elements may not be used without written permission.

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your internal business purposes during your subscription term.

If you provide feedback, suggestions, or ideas about the Service, you grant us an unlimited, irrevocable, perpetual license to use such feedback without compensation or attribution.

If you believe content on our Service infringes your copyright, please submit a DMCA notice to hello@riahai.com with:

• Identification of the copyrighted work
• Identification of the infringing material with sufficient detail to locate it
• Your contact information
• A statement of good faith belief that the use is unauthorized
• A statement under penalty of perjury that the information is accurate
• Your physical or electronic signature

We may provide API access for integrating with the Service. API usage is subject to:

• Rate limits appropriate to your subscription tier
• Our API documentation and guidelines
• Security best practices for credential management
• Prohibition on sharing API keys or enabling unauthorized access

The embeddable chat widget is provided for integration into your websites and applications. When embedding the widget, you must:

• Use only the official embed code provided
• Not modify the widget code except through documented configuration options
• Ensure your website complies with applicable laws and these Terms
• Include appropriate privacy disclosures for End Users

We enforce rate limits to ensure fair usage and system stability. Exceeding limits may result in temporary throttling or suspension. Enterprise customers may request increased limits.

The Service allows integration with third-party services (Stripe, Shopify, HubSpot, etc.). Your use of these integrations is subject to their respective terms and privacy policies. We are not responsible for third-party services.

The Service incorporates third-party software components. These are provided under their respective open-source or commercial licenses.

Our Service may contain links to third-party websites. We are not responsible for the content or practices of linked sites.

We strive to maintain high availability for the Service:

• Startup & Growth Plans: Target 99.5% uptime (no SLA guarantee)
• Scale Plan: 99.9% uptime SLA guarantee with service credits for breaches

Uptime excludes scheduled maintenance (with advance notice), force majeure events, and issues caused by third-party services.

• Startup: Email support (response within 48 hours)
• Growth: Priority email support (response within 24 hours)
• Scale: Dedicated success manager, priority support (response within 4 hours for critical issues)

We may perform scheduled maintenance with reasonable advance notice. Emergency maintenance may occur without notice when necessary to protect the Service or users.

The limitations in this section do not apply to: (a) your breach of Section 7 (Acceptable Use); (b) your indemnification obligations; (c) either party's gross negligence or willful misconduct; or (d) liability that cannot be limited under applicable law.

You agree to indemnify, defend, and hold harmless Riah AI and its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party rights; or (d) your Customer Data.

Before initiating formal proceedings, you agree to contact us at hello@riahai.com to attempt to resolve the dispute informally. We will attempt to resolve disputes within 30 days of receiving notice.

If informal resolution fails, you and Riah AI agree to resolve any disputes through binding arbitration rather than in court, except for disputes that qualify for small claims court. Arbitration will be conducted by JAMS under its Comprehensive Arbitration Rules.

• The arbitration will be conducted in English
• The arbitrator's decision will be final and binding
• Judgment may be entered in any court with jurisdiction
• Each party will bear its own costs unless the arbitrator rules otherwise

YOU AGREE THAT DISPUTES WILL BE RESOLVED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. If this waiver is found unenforceable, the entire arbitration agreement shall be void.

Either party may seek injunctive relief in court for intellectual property infringement or unauthorized access to the Service.

These Terms shall be governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. For matters not subject to arbitration, the courts of Delaware shall have exclusive jurisdiction.

You may terminate your subscription at any time through your account settings or by contacting us:

• Monthly subscriptions: Effective at the end of the current billing cycle
• Annual subscriptions: Effective at the end of the current annual term
• No partial refunds for unused time, except as required by law

We may suspend or terminate your account:

• For Cause: Immediately if you breach these Terms, engage in prohibited activities, or fail to pay fees after notice
• For Convenience: With 30 days notice and a pro-rata refund of prepaid fees
• Legal Requirement: If required by law or to prevent harm

Upon termination:

• Your right to use the Service ends immediately
• You may request data export within 30 days
• We will delete your data within 30 days (except as required by law)
• Sections that should survive termination will remain in effect

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Riah AI regarding the Service.

If any provision of these Terms is found unenforceable, the remaining provisions will continue in full force and effect.

Our failure to enforce any provision of these Terms does not waive our right to do so later.

You may not assign these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

Neither party will be liable for failures or delays resulting from circumstances beyond reasonable control, including natural disasters, war, terrorism, riots, embargoes, acts of government, or failures of third-party services.

Notices to you will be sent to the email address on your account. Notices to us should be sent to hello@riahai.com.

You agree to comply with all applicable export and trade laws. You may not use the Service in any country subject to U.S. sanctions.

If you are a U.S. government entity, the Service is provided as "commercial computer software" subject to FAR 12.212 and DFARS 227.7202.