Terms of service

What ChannelDesk does

ChannelDesk connects to the Facebook Pages you choose, reads the comments left on them, labels each one, applies the rules you set, and drafts replies from your website, product catalogue and approved answers. It can hide comments when your rules say so. It never posts a reply unless a person on your team approves it.

Your account

• You must be at least 18 and able to agree to these terms for your business.
• Keep your sign-in details secure. You are responsible for what happens in your workspaces, including by people you invite.
• Tell us straight away at [support@channeldesk.ai] if you think someone has got into your account.

Your Pages, your rules, your replies

• You may only connect Pages you are allowed to manage, and you must follow Meta’s terms and policies for them. Meta can change or limit what its platform allows, and ChannelDesk can only do what Meta permits.
• You decide the rules. Hiding comments, what gets flagged and what gets a drafted reply all follow the rules you set, and you are responsible for them and for the replies your team approves.
• AI can get things wrong. Labels can be mistaken and drafts can contain errors, so read each draft before you approve it. You can correct a label, and ChannelDesk records who approved each reply.

Acceptable use

Do not use ChannelDesk to:

• break the law or anyone’s rights, including by posting replies that are false, misleading, defamatory or unlawful;
• send spam, or harass or deceive the people who comment on your Pages;
• get around Meta’s rules, or access a Page, account or data you are not allowed to;
• interfere with, overload or try to break into ChannelDesk, or copy it to build a competing product.

We may suspend a workspace that does any of these, and will tell you why unless the law or security prevents it.

Plans and billing

• The free plan costs nothing and has the limits shown on our pricing. Paid plans are billed monthly or yearly in advance, through Stripe, in pounds or US dollars.
• Each plan includes a monthly allowance of labelled comments and drafted replies. Paid plans keep working up to 20% past the allowance. Beyond that, comments still arrive but wait for a person instead of being labelled automatically, until the next month or until you change plan.
• You can cancel at any time from Settings. Your plan stays active until the end of the period you have paid for, and then your workspace moves to the free plan. [REFUND POLICY: e.g. payments already made are not refunded]
• We may change prices. We will tell you at least 30 days before a change affects you, and it applies from your next billing period.
• Prices exclude any tax that applies, which is added where required.

Your data

Everything you and your Pages put into ChannelDesk stays yours. You give us permission to store and process it only to provide ChannelDesk to you. Our privacy policy explains how we handle it, and how to delete your data explains how to remove it.

The service

We work to keep ChannelDesk running and your data safe, but we cannot promise it will always be available or free of faults, and it depends on services we do not control, such as Meta’s. We may improve or change features over time. If we remove something important to a paid plan, we will tell you first.

Ending the agreement

You can stop using ChannelDesk and delete your workspace at any time. We may end these terms or suspend your account if you seriously or repeatedly break them, or with 30 days’ notice for any other reason, in which case we will refund any fees you have paid for the time after it ends.

Liability

Nothing in these terms limits liability that cannot be limited by law, such as for death or personal injury caused by negligence, or for fraud. Apart from that, we are not liable for lost profits, lost sales or indirect losses, and our total liability in any 12 months is limited to the fees you paid us in those 12 months. [LIABILITY TERMS TO BE REVIEWED BY A LAWYER]

Changes to these terms

We may update these terms. We will change the date at the top, and tell account owners by email at least 30 days before a change that matters takes effect. Continuing to use ChannelDesk after that means you accept the new terms.

Law

These terms are governed by the law of [England and Wales], and its courts decide any dispute about them.

Contact

[support@channeldesk.ai], or by post to [COMPANY NAME], [REGISTERED ADDRESS].