The terms we agree to, together.

Authorized User means an individual you authorize to access the Service through your account.

Customer Content means the data you upload to or generate within the Service, including knowledge base materials, conversation logs, lead records, configuration settings, and any other content under your control.

Documentation means our help center articles, API documentation, and other materials describing how to use the Service, as updated from time to time.

DPA means the Data Processing Agreement available at hey.support/dpa.

Effective Date means the date you first accept these Terms.

Order Form means an order, online checkout, or other document by which you subscribe to a plan, including any custom enterprise contract.

Personal Data has the meaning given in the DPA.

Privacy Policy means our Privacy Policy at hey.support/privacy.

Service means the Hey Support platform, including the dashboard, the embeddable chat widget, the voice features, the Public API, and any related services.

Subscription means your paid subscription to the Service under an Order Form.

Subscription Term means the period during which your Subscription is active.

To use the Service you must create an account. You agree to:

• Provide accurate, current, and complete information
• Keep your password confidential and not share account credentials
• Notify us promptly of any unauthorized access at [email protected]
• Be responsible for all activity under your account, whether by you or your Authorized Users

You must be at least sixteen years old (eighteen in some jurisdictions) and legally able to enter contracts. You may not create an account if you have been previously banned from the Service.

You are responsible for the actions of your Authorized Users and for ensuring they comply with these Terms.

New accounts start on our Free plan at no cost and with no time limit. We do not collect payment information to create an account.

The Free plan includes a limited set of features and usage (including a single chatbot, one seat, and a capped monthly conversation pool), subject to fair use. You may upgrade to a paid plan at any time to raise these limits; your Customer Content is preserved when you upgrade or downgrade. From time to time we may grant a time-limited trial of a paid plan, in which case access reverts to the Free plan when the trial ends.

Free accounts are limited to one workspace per customer or organization where reasonable. Abuse of the Free plan, including creating multiple accounts to circumvent usage limits, is grounds for termination.

Plans

We offer Starter, Growth, Scale, and Enterprise plans, each with different features, capacity limits, and prices. The current plans and prices are published at hey.support/pricing. Enterprise plans are governed by an Order Form that may modify these Terms.

Billing cycle

Monthly Subscriptions bill monthly in advance. Annual Subscriptions bill annually in advance. Enterprise Subscriptions bill per the applicable Order Form.

Payment

Payment is processed by Stripe (worldwide) or Razorpay (for customers billed in India). You authorize us to charge your designated payment method for all fees, taxes, and applicable charges. If a payment fails, we will retry and notify you. If we cannot collect after a reasonable period, we may suspend or terminate your Subscription.

Taxes

Fees do not include any applicable taxes (GST, VAT, sales tax, or others). You are responsible for taxes assessed on your Subscription. If we are required to collect taxes, we will add them to your invoice.

Auto-renewal

Subscriptions renew automatically at the end of each billing cycle, unless cancelled before renewal. By subscribing, you authorize recurring charges in line with the renewal cycle.

Upgrades and downgrades

You can upgrade your plan at any time. The price difference is prorated for the remainder of your billing cycle.

You can downgrade at any time. The downgrade takes effect at the start of the next billing cycle. We do not refund the difference for the current cycle.

Currency

Subscriptions are billed in US dollars or Indian rupees. Customers subscribing from India are billed in INR through Razorpay (monthly, via UPI AutoPay); INR prices are exclusive of GST, and 18% GST is added to each charge. Other customers are billed through Stripe in USD, except that cards issued in India are charged the INR price. The applicable amount is displayed before you confirm, and your invoice states the currency charged.

We do not convert between the two after the fact, and we do not charge a currency conversion fee. Your bank or card issuer may apply its own fees or exchange rate if your card is denominated in a third currency. Enterprise Subscriptions are billed in the currency stated in the applicable Order Form.

You can cancel your Subscription at any time from your account settings.

Monthly Subscriptions. Cancellation takes effect at the end of the current billing period. You retain access until then. No further charges. We do not refund the current month.

Annual Subscriptions. Cancellation takes effect at the end of the annual term. You retain access until then. We do not prorate or refund the unused portion of an annual term.

Enterprise Subscriptions. Governed by the applicable Order Form.

Refunds

We do not generally offer refunds. We will refund a payment in the following circumstances:

• Genuine billing error on our part, including duplicate charges and fraudulent transactions
• Service unavailability that materially affects your use, where we are unable to resolve the issue
• Other circumstances we determine in good faith

For refund requests, write to [email protected].

Effect of cancellation

After cancellation, your account becomes inactive at the end of your billing period. We retain your Customer Content for thirty days, during which you can export it or reactivate the account. After thirty days, we may delete your Customer Content per our retention policy in the Privacy Policy.

Every paid plan includes unlimited text conversations. There is no per-conversation, per-message, or per-resolution fee.

We expect Customers to use the Service in line with patterns reasonable for their plan and use case. If your usage materially exceeds those patterns and degrades the Service for other Customers or imposes a disproportionate cost on us, we will contact you to discuss options. We will not change your plan, throttle your access, or charge overage fees without first attempting to reach you and reach a good-faith arrangement.

Examples of usage that does fall within fair use include normal customer support volume, traffic spikes from product launches, viral marketing moments, and seasonal peaks.

Examples of usage that may exceed fair use include automated bot-driven traffic not generated by genuine end-users, abuse of the Service for purposes other than legitimate customer engagement, and resale or repackaging of the Service to third parties outside the agency or affiliate programs.

We expect you to be reasonable. We aim to be reasonable in return.

Some features are metered separately because their underlying cost requires it.

Voice

Voice features are metered in minutes of active speaking time. Each plan includes an allowance (Growth and Scale include a monthly allowance; Free and Starter do not include voice; Enterprise is per contract). Your usage and remaining minutes are shown in your dashboard. A voice conversation already in progress is never cut off. When your monthly allowance is exhausted, new voice sessions pause until it resets on the first of the month, unless you have turned on voice overage.

Voice overage is opt-in and available on Growth and Scale. When enabled, voice keeps working past your included allowance and is billed monthly in arrears at $0.10 per additional minute; you can set an optional monthly budget that caps the maximum overage charge. We never bill voice overage unless you turn it on.

Knowledge base capacity

Each chatbot has a cap on the number of pages of training content, defined in your plan. Hitting the cap does not affect existing chatbot performance. You cannot add new training content until you upgrade or remove existing content.

Public API

Public API access is included on Scale and Enterprise plans. Each API key is rate-limited to 1,000 requests per hour. Exceeding the rate limit returns a 429 response. The rate limit can be raised on Enterprise plans.

Your ownership

You own your Customer Content. These Terms do not transfer ownership of Customer Content to us.

License to us

You grant us a worldwide, non-exclusive, royalty-free license to host, copy, transmit, display, modify, and process Customer Content solely to provide and improve the Service for you. This license ends when you delete the Customer Content or close your account, subject to our retention obligations.

No use for AI training

We do not use Customer Content to train AI models. We do not allow our subprocessors to use Customer Content to train their models. This commitment is binding and is repeated in our Privacy Policy and DPA.

Your responsibility

You are responsible for the Customer Content you upload and process, including its accuracy, legality, and the rights to use it. You confirm that you have all necessary rights and consents to upload and process Customer Content through the Service, including any Personal Data of third parties.

Customer Content backups

We maintain operational backups of Customer Content for service continuity. These backups are not a substitute for your own backups. You are responsible for exporting and backing up your Customer Content as you need.

You agree not to use the Service to:

• Violate any applicable law or regulation
• Infringe the intellectual property, privacy, or other rights of any person
• Send spam, phishing messages, or unsolicited bulk communications
• Distribute malware, viruses, or harmful code
• Engage in automated scraping of the Service or attempts to circumvent rate limits
• Reverse engineer, decompile, or disassemble the Service, except where local law permits this notwithstanding the prohibition
• Resell, sublicense, or repackage the Service to third parties outside our agency or affiliate programs
• Build a competing product using the Service
• Train any AI model on outputs of the Service, except for your own internal use related to your operation of the Service
• Use the Service in a way that misrepresents the AI as a human, where local law requires disclosure
• Use the Service for fraudulent, abusive, harassing, or illegal activity
• Use the Service in connection with weapons, ammunition, or other unlawful goods
• Probe, scan, or test the vulnerability of the Service without our prior written consent (see our responsible disclosure policy on the Security page)

We may suspend or terminate your account for violations.

We may make beta or experimental features available, marked as such in the Service. Beta features:

• Are provided "as is" without warranties of any kind
• May change, be removed, or be charged for after the beta period
• Should not be used for production purposes if downtime or data loss would matter to you
• May have separate usage terms displayed alongside the feature

Your feedback on beta features is welcome and may be used by us per Section 12.

The Service, including all software, designs, user interfaces, documentation, trademarks, and other materials, is owned by us or our licensors and is protected by intellectual property laws.

These Terms grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service per these Terms. They do not grant you any other rights.

You may not remove or alter any copyright, trademark, or other proprietary notices on the Service.

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, irrevocable, royalty-free, worldwide license to use, modify, and incorporate the feedback into the Service without restriction or compensation. We are not obligated to act on or implement feedback.

Our Privacy Policy at hey.support/privacy describes how we collect and process Personal Data.

If you process Personal Data of identifiable third parties through the Service, our Data Processing Agreement at hey.support/dpa applies. The DPA is incorporated by reference into these Terms for all paid plans. Free plan accounts can request to execute the DPA on request.

We aim to keep the Service available continuously. We do not promise uninterrupted availability for the Starter, Growth, or Scale plans. Enterprise plans may include a written service-level commitment in their Order Form.

We may schedule maintenance windows. We will give reasonable notice for material planned maintenance.

We may modify, suspend, or discontinue features at our discretion. We will give material notice in advance for changes that affect Customers significantly.

Support is provided per your plan:

• Starter: email support during business hours
• Growth: priority email and in-app chat support during business hours
• Scale: priority phone, email, and chat support
• Enterprise: dedicated customer success manager and support terms per Order Form

Business hours mean 09:00 to 19:00 Indian Standard Time, Monday through Friday, excluding public holidays.

We respond to support requests as fast as we reasonably can. We do not commit to specific response times outside Enterprise Order Forms.

Each party may receive confidential information from the other in connection with the Service. Confidential information includes pricing, technical information, business plans, and any information marked confidential or that should reasonably be understood as confidential.

Each party agrees to:

• Use confidential information only for the purpose of performing under these Terms
• Protect it with the same care it uses for its own confidential information, and at least reasonable care
• Disclose it only to its employees, agents, and contractors who need to know and are bound by similar confidentiality obligations
• Not use it for any other purpose

These obligations survive termination for five years, except that trade secrets remain protected as long as they qualify as trade secrets.

These obligations do not apply to information that is publicly known through no fault of the receiving party, already known to the receiving party without a confidentiality obligation, independently developed by the receiving party, or required to be disclosed by law (with notice to the disclosing party where permitted).

We will provide the Service with reasonable skill and care.

To the maximum extent permitted by law, and except as expressly provided in these Terms, the Service is provided "as is" and "as available", without warranties of any kind, whether express, implied, statutory, or otherwise. We disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising from course of dealing or usage of trade.

We do not warrant that the Service will be error-free, uninterrupted, secure against all threats, or that any defects will be corrected. We do not warrant the accuracy, reliability, or completeness of AI-generated responses produced by the Service. The Service uses AI, which can produce incorrect or unexpected output. You are responsible for reviewing and verifying AI-generated content before relying on it for material decisions or before sharing it with end users.

Some jurisdictions do not allow the disclaimer of certain warranties. In those jurisdictions, the disclaimers above apply to the maximum extent permitted by local law.

To the maximum extent permitted by law:

No indirect damages. Neither party is liable for indirect, incidental, consequential, special, punitive, or exemplary damages, including lost profits, lost revenue, lost data, business interruption, or loss of goodwill, even if advised of the possibility.

Liability cap. Our total aggregate liability under these Terms, regardless of the cause of action and whether in contract, tort, or otherwise, is limited to the greater of (a) the total fees paid by you to us in the twelve months immediately before the event giving rise to the claim and (b) one hundred US dollars.

Exceptions. The limitations in this section do not apply to (i) a party's indemnification obligations under Section 19, (ii) a party's breach of confidentiality under Section 16, (iii) a party's gross negligence or willful misconduct, or (iv) liability that cannot be limited under applicable law.

You acknowledge that the limitations in this section are a fundamental basis of the pricing and the commercial bargain between us.

By us

We will defend you against any third-party claim that your authorized use of the Service infringes the intellectual property rights of that third party, and we will pay any damages and costs finally awarded by a court or agreed in settlement.

This obligation does not apply to claims arising from (i) your Customer Content, (ii) your combination of the Service with other products or services not provided by us, (iii) your use of the Service in a way that violates these Terms, or (iv) modifications to the Service that we did not make.

If we receive such a claim, we may, at our option and at our cost, (a) procure the right to continue providing the Service, (b) modify the Service to be non-infringing, or (c) terminate the Subscription and refund any unused prepaid fees.

This is your sole remedy for IP infringement claims relating to the Service.

By you

You will defend us against any third-party claim arising from (i) your Customer Content, (ii) your use of the Service in violation of these Terms, (iii) your violation of any law or third-party right, or (iv) your combination of the Service with other products or services not provided by us. You will pay any damages and costs finally awarded by a court or agreed in settlement.

Conditions

The indemnified party must (a) promptly notify the indemnifying party of the claim, (b) give the indemnifying party sole control of the defense and settlement (provided no settlement requires the indemnified party to admit liability or pay damages without consent), and (c) reasonably cooperate in the defense.

Term

These Terms apply from the Effective Date until your account is closed or the Subscription is terminated.

Termination by you

You can terminate by cancelling your Subscription per Section 5 and closing your account from the dashboard.

Termination by us

We may terminate or suspend your account and access to the Service immediately, with or without notice, if:

• You materially breach these Terms and fail to cure within thirty days of written notice
• You fail to pay fees within fifteen days of the due date
• You become insolvent, file for bankruptcy, or enter receivership
• Your use of the Service creates a risk to us, other Customers, or third parties
• We are required to do so by law

Effect of termination

On termination:

• Your right to access the Service ends
• We will make your Customer Content available for export for thirty days
• After thirty days, we may delete your Customer Content per the Privacy Policy
• Accrued payment obligations survive termination
• Sections that by their nature should survive (including 8, 11, 12, 16, 17, 18, 19, 22, and 23) will survive

In addition to termination, we may suspend your access to the Service, in whole or in part, if:

• Your use poses a security risk
• Your use may adversely impact the Service or other Customers
• We are required to suspend by law or government order
• Your account has unpaid fees beyond the grace period

We will restore access promptly after the cause is resolved. Suspension does not relieve you of payment obligations.

We may change our published prices from time to time. Price changes apply only to new Subscriptions and to existing Subscriptions on renewal, and only after at least thirty days' notice.

Grandfathering commitment. If you have an active Subscription when we change prices, you keep your current price for as long as your Subscription remains continuously active. If you cancel and re-subscribe later, you subscribe at the then-current price.

This commitment is binding and is one of the reasons we maintain a flat fair-use approach to conversations.

We may update these Terms from time to time. Material changes are notified by email to account holders at least thirty days before they take effect. The "Last updated" date at the top reflects the most recent revision.

If you do not accept the updated Terms, your remedy is to cancel before they take effect. Continuing to use the Service after the effective date of an update means you accept the updated Terms.

Governing law

These Terms are governed by the laws of India, without regard to conflict-of-law principles.

Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms, including its existence, validity, or termination, shall be referred to and finally resolved by arbitration in Mumbai, India, in accordance with the Arbitration and Conciliation Act, 1996. The tribunal shall consist of a sole arbitrator. The language of the arbitration shall be English. The award shall be final and binding on the parties.

Carveouts

Either party may seek interim or injunctive relief from a court of competent jurisdiction for (i) protection of intellectual property rights, (ii) breach of confidentiality, or (iii) any matter requiring urgent equitable relief, without waiving the right to arbitration on the merits.

Jurisdiction for non-arbitrable matters

For matters not subject to arbitration, the courts of Mumbai, India have exclusive jurisdiction, and each party irrevocably submits to that jurisdiction.

Class action waiver

Each party may bring claims only on an individual basis and not as a plaintiff or class member in any class, consolidated, or representative action.

Time bar

Any claim must be brought within one year of the cause of action arising, or the claim is permanently barred, except for actions that cannot be limited under applicable law.

Entire agreement

These Terms, together with the Privacy Policy, the DPA, and any applicable Order Form, constitute the entire agreement between the parties regarding the Service and supersede all prior agreements and understandings.

Order of precedence

If there is a conflict between these Terms and an Order Form, the Order Form controls for the items it addresses. If there is a conflict between these Terms and the DPA, the DPA controls for processing of Personal Data.

No assignment

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

Independent contractors

The parties are independent contractors. These Terms do not create any partnership, joint venture, or agency.

No third-party beneficiaries

These Terms do not create any rights for any party other than you and us.

Force majeure

Neither party is liable for delays or failures caused by events beyond its reasonable control, including acts of nature, war, terrorism, riots, embargoes, acts of governmental authorities, fire, floods, accidents, network outages, strikes, or shortages.

Waiver

A failure to enforce any provision is not a waiver of the right to enforce it later.

Severability

If any provision is held unenforceable, the remaining provisions remain in full force.

Notices

We may give notices by email to the address on your account or by posting in the Service. You may give notices to us at [email protected], with formal legal notices also sent to our registered office in Section 26.

Headings

Section headings are for convenience only and do not affect interpretation.

Export controls

You may not use, export, or re-export the Service in violation of applicable export laws.

Government use

If you are an agency or instrumentality of any government, the Service is a commercial item and is licensed under the same terms as to commercial customers.

For questions about these Terms:

Email: [email protected]

Legal notices: Mungozone Web Solutions LLP, SH 16/46, Ashok Bhawan, Kadipur PO Shivpur, Varanasi, Uttar Pradesh, India 221003