Terms of Service.

These Terms of Service (“Terms”) are a legal agreement between you (or the company you represent) and AIVA Technologies Pvt. Ltd. — a company registered in Rajkot, Gujarat, India.

By signing up for an AIVA account, embedding our widget on your site, or using our API, you agree to these Terms. If you don't agree, don't use AIVA. Pretty simple.

These Terms apply alongside our Privacy Policy and, for enterprise customers, your signed Data Processing Addendum. Where any of those documents conflict with these Terms, the more specific one wins.

You're responsible for what happens under your account. Specifically:

• Keep your credentials secret. If your password leaks, change it immediately and email us.
• Tell us promptly about any unauthorized access. We'll help investigate.
• Make sure the people you give access to follow these Terms. Their actions are your responsibility.
• Provide accurate information when signing up. “John Doe” at “Test Inc.” gets shut down.

You must be at least 16 years old to use AIVA. You must be authorized to enter into contracts on behalf of any company you represent.

AIVA is built for customer support. You can use it to handle conversations, answer questions, automate refunds, route inquiries — basically anything that helps your customers.

What you can't use AIVA for

• Spam or unsolicited messaging — every AIVA conversation must be initiated by your customer, not by you cold-messaging strangers.
• Fraud, deception, or impersonation — don't pretend AIVA is a human if a customer asks. We require a clear “Powered by AIVA” disclosure on every channel.
• Illegal activity — the obvious stuff. Drugs, weapons, financial crimes, harassment.
• Reverse-engineering our models, scraping our outputs to train competing AI, or extracting our proprietary system prompts.
• Generating content we'd be embarrassed to read aloud — deepfakes, NSFW material, content targeting minors, etc.

If we discover misuse, we'll send a warning. Repeated or severe violations get the account suspended. We use this power maybe twice a year, and only when it's obvious.

Plans are billed monthly or annually depending on what you chose. Prices are in INR by default; USD billing available on Growth and Enterprise plans.

• We bill on the same day each month as your sign-up date.
• If a payment fails, we'll email you and retry over 14 days before suspending the account.
• Overage for going over your conversation limit is billed monthly in arrears at ₹3/conversation on Starter or ₹2/conversation on Growth.
• Tax (GST in India, VAT elsewhere) is added on top of plan prices and itemized on your invoice.

Refunds are handled case-by-case. If the issue is on our end (bug, outage, broken billing), we refund proactively. If you change your mind, email billing@aivachat.io within 30 days for a full refund.

You can cancel anytime, no questions asked. One click in your billing settings.

• Monthly plans cancel at the end of your current billing cycle. You keep service until then.
• Annual plans can be cancelled at renewal, or pro-rated mid-term if you contact us. We don't fight over this.
• After cancellation, your account stays accessible for 30 days in case you change your mind. Then we permanently delete it.

You can also export all your data at any point — before, during, or after cancellation. Here's how.

Anything you upload, configure, or generate while using AIVA — your assistants, your workflows, your conversation transcripts, your customer data — belongs to you. We don't claim ownership.

We need a limited license to process your content for the purpose of running AIVA — that's the whole point of the service. But we don't use it for anything else without your explicit, written opt-in.

Specifically, we never:

• Train our AI models on your customer conversations.
• Share your data with third parties for advertising.
• Sell anonymized or aggregated versions of your data.
• Resell or repackage your customer information.

For details, see our Privacy Policy.

We aim for high uptime, but we're not magic. Here's what we promise:

If we miss our Enterprise SLA in any given month, we'll automatically credit your next invoice 10% of the monthly fee per percentage point missed, up to 50%.

Real-time uptime is published at status.aivachat.io — including a 90-day history.

This is the section every legal team reviews carefully. Plain English version:

• If we break something on our end, our maximum liability is the total amount you paid us in the previous 12 months. Industry-standard cap.
• We're not liable for indirect or consequential damages — lost profits, lost customers, business interruption, etc. Even if we should have foreseen them.
• We provide AIVA “as-is” — we don't warrant that it'll never make mistakes. AI systems do.

These limits don't apply to liability that can't legally be limited — gross negligence, willful misconduct, statutory rights you have under Indian or your local consumer law.

We can suspend or terminate your account if:

• You violate these Terms in a serious way (spam, fraud, illegal activity).
• You don't pay, and don't respond to our payment-failure emails over 30 days.
• We're legally required to (court order, sanctions, etc.).
• We discontinue the service entirely — in which case we'll give you at least 90 days notice and refund any unused portion of an annual plan.

You can terminate anytime by cancelling your account. If we terminate you, we'll explain why and give you 30 days to export your data.

Email questions about these Terms to legal@aivachat.io. We reply within four hours during business hours.

Disputes are governed by the laws of India and resolved in the courts of Rajkot, Gujarat. Enterprise customers may negotiate alternative governing law in their DPA.