1. Acceptance of Terms
These Terms of Service ("Terms") constitute a legally binding agreement between you and IMSupporting LTD ("IMsupporting," "we," "us," or "our") governing your use of our live chat platform and services ("Services").
By accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, you may not use our Services.
Important
If you are using our Services on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.
2. Description of Services
IMsupporting provides a cloud-based live chat platform that includes:
- Real-time chat widget for customer engagement
- AI-powered chat assistance with RAG (Retrieval-Augmented Generation) technology
- Operator dashboard for managing conversations
- Chat analytics and reporting
- File sharing and attachments
- Multi-language support
- API access and integrations
- Custom AI tools and deep learning features
We reserve the right to modify, suspend, or discontinue any aspect of the Services at any time, with reasonable notice to active subscribers.
3. User Accounts
3.1 Account Registration
To use our Services, you must:
- Provide accurate and complete registration information
- Maintain the security of your account credentials
- Notify us immediately of any unauthorized access
- Be at least 18 years of age or have parental consent
3.2 Account Responsibilities
You are responsible for:
- All activities that occur under your account
- Maintaining the confidentiality of your login credentials
- Compliance with these Terms by all users under your account
- Promptly updating account information when changes occur
3.3 Account Security
We implement industry-standard security measures, but you must also take precautions to protect your account. Use strong passwords, enable two-factor authentication when available, and never share your credentials.
4. Acceptable Use Policy
You agree NOT to use the Services to:
Illegal Activities
Violate any laws, regulations, or third-party rights
Malicious Code
Transmit viruses, malware, or harmful code
Harassment
Harass, abuse, or harm other users
Spam
Send unsolicited commercial messages or spam
Unauthorized Access
Access systems or data without authorization
Infringement
Infringe on intellectual property rights
Enforcement
Violation of this Acceptable Use Policy may result in immediate suspension or termination of your account without refund. We reserve the right to investigate violations and cooperate with law enforcement authorities.
5. Payment & Billing
5.1 Subscription Plans
Our Services are offered through various subscription plans with different features and pricing. Current pricing is available on our pricing page.
5.2 Payment Terms
- All fees are in GBP unless otherwise stated
- Subscriptions are billed in advance (monthly or annually)
- Payments are processed securely through our payment provider
- You authorize us to charge your payment method automatically for recurring subscriptions
5.3 Refunds
We offer a 14-day money-back guarantee for new subscriptions. After 14 days, fees are non-refundable except as required by law or as stated in our refund policy.
5.4 Price Changes
We reserve the right to modify our pricing with at least 30 days' notice. Price changes will not affect your current billing cycle.
5.5 Late Payment & Suspension
If payment fails, we will attempt to notify you and re-process payment. Accounts with overdue payments may be suspended until payment is received.
6. Intellectual Property Rights
6.1 Our IP Rights
IMsupporting and all related trademarks, logos, software, and content are owned by IMSupporting LTD or our licensors. You may not copy, modify, distribute, or create derivative works without our written permission.
6.2 Your Content
You retain ownership of any content you upload or create using our Services ("Your Content"). By using the Services, you grant us a limited license to:
- Store, process, and transmit Your Content to provide the Services
- Create anonymized, aggregated analytics (with your identifying information removed)
- Improve our AI models using Your Content (only if you opt-in to this feature)
6.3 AI Training Opt-Out
Your Data, Your Control
By default, your chat data is NOT used to train external AI models. Our RAG system keeps your data isolated and secure. We never share your proprietary information with third-party AI training datasets.
7. Data & Privacy
Your privacy is important to us. Please review our Privacy Policy to understand how we collect, use, and protect your data.
Key privacy commitments:
- UK GDPR and Data Protection Act 2018 compliance
- UK-based data hosting with multi-tenant isolation
- Bank-level encryption (TLS/SSL, AES-256)
- No selling of customer data to third parties
- Respect for your data rights (access, deletion, portability, etc.)
8. Warranties & Disclaimers
8.1 Service Availability
We strive to maintain 99.9% uptime but do not guarantee uninterrupted access to the Services. Scheduled maintenance and unforeseen issues may cause temporary disruptions.
8.2 Disclaimer of Warranties
Important Legal Notice
THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
WE DO NOT WARRANT THAT THE SERVICES WILL BE ERROR-FREE, SECURE, OR UNINTERRUPTED. YOU USE THE SERVICES AT YOUR OWN RISK.
9. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, IMSUPPORTING LTD SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR GOODWILL.
OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR THE SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.
Some jurisdictions do not allow the exclusion of certain warranties or limitations of liability. In such cases, our liability will be limited to the maximum extent permitted by law.
10. Termination
10.1 Termination by You
You may cancel your subscription at any time through your account dashboard. Cancellation will be effective at the end of your current billing period. No refunds for partial months.
10.2 Termination by Us
We may suspend or terminate your account if:
- You breach these Terms or our Acceptable Use Policy
- Your account has been inactive for an extended period
- Payment is overdue for more than 30 days
- Required by law or to protect our users
10.3 Effect of Termination
Upon termination, your access to the Services will cease. We will retain your data for 30 days to allow for data export, after which it will be permanently deleted unless legal retention is required.
11. General Provisions
11.1 Governing Law
These Terms are governed by the laws of England, GB, without regard to conflict of law principles.
11.2 Dispute Resolution
Any disputes arising from these Terms shall be resolved through good faith negotiations. If negotiations fail, disputes will be submitted to the exclusive jurisdiction of the courts of England.
11.3 Changes to Terms
We may update these Terms from time to time. We will notify you of material changes by email or through the Services. Your continued use after changes constitutes acceptance.
11.4 Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
11.5 Entire Agreement
These Terms, together with our Privacy Policy and any other referenced policies, constitute the entire agreement between you and IMsupporting regarding the Services.
Contact Us
If you have questions about these Terms of Service, please contact us: