By creating an account, starting a trial, purchasing a subscription or continuing to use AnswerTrove, you agree to these Terms of Service on behalf of yourself and, where applicable, the business or organisation you represent.
1. About AnswerTrove
AnswerTrove operates AnswerTrove, a software service that allows businesses to create customer-facing AI assistants using knowledge supplied by the business. Features may include document and webpage knowledge, FAQs, branded hosted pages, website widgets, custom-domain support, virtual agents, conversation history, knowledge gaps, feedback, analytics and related administration tools.
2. Business use and authority
You must be legally capable of entering into a contract and, if you use AnswerTrove for an organisation, authorised to bind that organisation to these terms. You are responsible for activity carried out through your account and for keeping login credentials secure.
You must provide accurate account and billing information and keep it reasonably up to date.
3. Trial and subscriptions
New workspaces may receive a 14-day trial. The initial trial does not require a credit card unless we clearly state otherwise at signup. Trial features, usage limits and availability may differ from paid plans.
Paid plans are recurring subscriptions billed through Stripe at the price shown when you subscribe. Unless cancelled, a subscription renews for successive billing periods. You can manage an eligible subscription and payment details through the Stripe customer portal made available from AnswerTrove.
If payment fails or a subscription expires, is cancelled, becomes unpaid or otherwise enters an ineligible billing state, some customer-facing AnswerTrove services may be suspended. We may allow a short grace period for recoverable payment issues.
We may change plan prices, limits or feature packaging for future billing periods. Where a change materially affects an existing paid subscription, we will provide notice where reasonably practicable or required by law.
4. Your content and knowledge
You retain ownership of the content you submit to AnswerTrove, including business text, FAQs, documents, logos and other brand assets. You grant us a non-exclusive licence to host, copy, process, transform and transmit that content only as reasonably necessary to provide, secure, maintain and improve the service.
You are responsible for ensuring you have the rights and permissions needed to upload or import content and to use it in a customer-facing assistant. You must not upload content that infringes intellectual-property, confidentiality, privacy or other rights.
5. Customer conversations and personal information
If you deploy AnswerTrove to your own customers or website visitors, you are responsible for your relationship with those users, including appropriate customer notices, privacy information, lawful bases, retention choices and any industry-specific requirements that apply to you.
Where AnswerTrove processes personal information in customer conversations on your behalf, you instruct us to process it as needed to provide the service. You should not deliberately configure the assistant to collect sensitive or regulated personal information unless you have determined that doing so is lawful and appropriate for your use case.
6. AI-generated output
AnswerTrove is designed to ground answers in business knowledge supplied to the service, but AI-generated output can still be incomplete, inaccurate, ambiguous or unsuitable for a particular purpose. You are responsible for deciding what information you provide to the service, testing your assistant before and during deployment, and reviewing whether its answers are appropriate for your customers.
You must not rely on AnswerTrove as the sole source of professional legal, medical, financial, safety-critical or other high-impact advice. You are responsible for adding suitable human support routes, warnings or escalation processes for your business.
7. Third-party services
AnswerTrove depends on third-party services, which may include OpenAI for AI processing, Stripe for billing and other hosting or infrastructure providers. Third-party outages, policy changes or service limitations can affect AnswerTrove. Use of third-party services may also be subject to their own terms and privacy notices.
8. Acceptable use
You must not use AnswerTrove to:
- break the law, facilitate fraud or violate another person's rights;
- upload malware, malicious code or content intended to disrupt the service;
- attempt to gain unauthorised access to another customer's workspace, account, data or infrastructure;
- circumvent usage limits, security controls or billing restrictions;
- scrape, probe or overload the service in a way that materially harms availability or security;
- misrepresent an AI assistant as a human where doing so would be deceptive or unlawful;
- use the service for a purpose that requires guarantees of accuracy, availability or safety that a generative AI service cannot reasonably provide.
We may suspend access where we reasonably believe use creates a security, legal, abuse or material service risk.
9. Service availability and changes
We aim to provide a reliable service but do not promise uninterrupted or error-free availability. We may change, add, remove or replace features as the product develops. Maintenance, third-party incidents, security work, internet failures and events outside our reasonable control may interrupt access.
Custom-domain functionality can depend on external DNS and TLS/certificate infrastructure and may require additional verification before a domain becomes active.
10. Intellectual property
AnswerTrove, its software, design, branding, documentation and other materials supplied by us are owned by us or our licensors and are protected by applicable intellectual-property laws. These terms give you a limited, non-exclusive, non-transferable right to use the service during your trial or subscription; they do not transfer ownership of the platform to you.
11. Feedback
If you send us suggestions or product feedback, you allow us to use that feedback to improve AnswerTrove without an obligation to pay you, provided we do not publicly identify you as the source without permission.
12. Suspension and termination
You may stop using AnswerTrove at any time and can cancel an eligible paid subscription through the billing portal. We may suspend or terminate access where you materially breach these terms, fail to pay applicable charges, create a serious security or legal risk, or misuse the service.
On termination, your right to use the service ends. We may retain information for a reasonable period where needed for backups, security, disputes, billing or legal compliance, subject to our Privacy Policy and applicable law.
13. Warranties and disclaimers
To the fullest extent permitted by law, AnswerTrove is provided on an “as available” basis. We do not warrant that AI output will always be correct, that every uploaded source will be interpreted perfectly, that the service will meet every business requirement, or that access will be uninterrupted.
Nothing in these terms excludes rights or warranties that cannot lawfully be excluded.
14. Liability
Nothing in these terms limits liability where it would be unlawful to do so, including liability for fraud or fraudulent misrepresentation and any other liability that cannot be excluded under applicable law.
Subject to that, neither party will be liable to the other for indirect or consequential loss, or for loss of profits, revenue, business opportunity, goodwill or anticipated savings arising from use of the service.
To the extent permitted by law, our aggregate liability arising out of or in connection with AnswerTrove during any 12-month period is limited to the fees you paid to us for AnswerTrove during the 12 months immediately before the event giving rise to the claim. If you were using only a free trial, our aggregate liability is limited to £100.
15. Indemnity for your deployment
To the extent permitted by law, you will be responsible for losses, claims or reasonable costs arising from your unlawful content, your infringement of third-party rights, or your deployment of AnswerTrove in breach of these terms, except to the extent caused by our own breach or negligence.
16. Changes to these terms
We may update these terms as AnswerTrove evolves. We will publish the current version on this page and update the date above. If a change materially affects an existing paid customer's rights or obligations, we will take reasonable steps to give notice where required.
17. Governing law
These terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory legal rights that require a different forum.
18. Contact
Questions about these terms can be sent to support@answertrove.com.