Terms & Conditions

1. Acceptance of Terms

By accessing or using the Primeassist.ai platform, website, APIs, or any related services (collectively, the "Platform"), you agree to be bound by these Terms & Conditions ("Terms") and our Privacy Policy. If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity.

If you do not agree to these Terms, you must not access or use the Platform. We reserve the right to update these Terms at any time; your continued use of the Platform after changes are posted constitutes your acceptance of the updated Terms.

2. Our Services

Primeassist.ai provides an AI-powered customer engagement platform that includes:

• Voice AI: Automated and AI-assisted inbound and outbound calling.
• WhatsApp Commerce: Messaging automation and commerce via the WhatsApp Business API.
• SMS: Bulk messaging, two-way SMS, OTPs, and transactional alerts.
• Live Chat & AI Chatbot: Web-based chat widget with human agent handoff capability.
• AI Agents: Configurable conversational AI workflows across channels.
• Analytics Dashboard: Reporting, insights, and performance metrics.

We reserve the right to modify, suspend, or discontinue any part of the Platform at any time with reasonable notice. We will not be liable to you for any modification, suspension, or discontinuation of services.

3. Accounts & Access

3.1 Registration

To use the Platform, you must register for an account and provide accurate, complete, and up-to-date information. You agree to keep your account information current and to notify us promptly of any changes.

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify us at support@primeassist.ai if you suspect any unauthorised use of your account. We are not liable for any loss resulting from unauthorised use of your account where you failed to take reasonable precautions.

3.3 Team Members & Sub-users

You may invite team members to access the Platform under your account. You are responsible for all actions taken by users under your account and for ensuring they comply with these Terms.

4. Acceptable Use Policy

You agree to use the Platform only for lawful purposes and in compliance with all applicable laws and regulations. You must not use the Platform to:

• Send unsolicited bulk messages (spam) or engage in any form of spamming or phishing.
• Transmit content that is unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, or otherwise objectionable.
• Impersonate any person or entity or misrepresent your affiliation with any person or entity.
• Violate any person's rights, including intellectual property rights or rights of privacy.
• Engage in or facilitate activities that constitute fraud, deception, or misleading commercial practices.
• Interfere with or disrupt the Platform, servers, or networks connected to the Platform.
• Attempt to gain unauthorised access to any portion of the Platform or its related systems.
• Use the Platform to contact individuals without proper consent as required by applicable telemarketing, GDPR, TCPA, or other communications laws.
• Reverse engineer, decompile, or attempt to extract the source code of the Platform.

5. Intellectual Property

5.1 Our Intellectual Property

The Platform, including all software, algorithms, AI models, databases, interfaces, documentation, and branding, is owned by or licensed to Primeassist.ai and is protected by intellectual property laws. Nothing in these Terms grants you ownership of any Platform component.

5.2 Licence to Use

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for your internal business purposes during the term of your subscription.

5.3 Your Content

You retain ownership of all data, messages, and content that you upload to or generate through the Platform ("Customer Content"). You grant us a limited licence to process and store Customer Content solely to provide the Platform to you. We do not use Customer Content to train our AI models without your explicit written consent.

5.4 Feedback

If you provide feedback, suggestions, or ideas about the Platform, you grant us an irrevocable, perpetual, royalty-free licence to use that feedback for any purpose without obligation to you.

6. Payment & Billing

6.1 Fees

Access to the Platform is subject to the fees described on our pricing page or in your order form. All fees are in the currency specified at checkout and are exclusive of applicable taxes (VAT, GST, sales tax) unless stated otherwise.

6.2 Billing Cycle

Subscriptions are billed monthly or annually in advance, depending on your chosen plan. Usage-based charges (e.g., per-message or per-minute fees) are billed in arrears at the end of each billing period.

6.3 Payment Method

You authorise us to charge your designated payment method for all fees due. If payment fails, we will notify you and may suspend access until payment is resolved. Persistent non-payment may result in account termination.

6.4 Refunds

Subscription fees are non-refundable except where required by law or explicitly stated in our refund policy. We do not provide credits or refunds for partially used billing periods.

6.5 Price Changes

We may change our pricing at any time. For existing subscribers, we will give at least 30 days' notice before price changes take effect. Continued use of the Platform after a price change constitutes acceptance of the new pricing.

7. Confidentiality

Each party agrees to keep the other party's Confidential Information (any non-public information designated as confidential or that a reasonable person would understand to be confidential) strictly confidential and not to disclose it to third parties without the disclosing party's prior written consent. This obligation does not apply to information that: (a) is or becomes publicly available without breach of these Terms; (b) was already known to the receiving party; (c) is independently developed without use of the Confidential Information; or (d) is required to be disclosed by law or court order.

8. Limitation of Liability

To the fullest extent permitted by applicable law:

• Primeassist.ai shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, goodwill, or business opportunities, even if we have been advised of the possibility of such damages.
• Our total aggregate liability to you for any claim arising out of or relating to these Terms or the Platform shall not exceed the total fees paid by you to us in the 12 months preceding the claim.

Some jurisdictions do not allow the exclusion or limitation of certain damages; in those jurisdictions, our liability shall be limited to the maximum extent permitted by law.

9. Warranties & Disclaimer

The Platform is provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

We do not warrant that: (a) the Platform will be uninterrupted, error-free, or fully secure; (b) AI-generated outputs will be accurate, complete, or appropriate for your use case; (c) the Platform will meet all of your specific requirements. You are responsible for evaluating the suitability of the Platform and any AI outputs for your business needs.

10. Indemnification

You agree to defend, indemnify, and hold harmless Primeassist.ai and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) your use of the Platform in violation of these Terms; (b) your Customer Content; (c) your violation of any applicable law or third-party rights; or (d) any dispute between you and your end-users.

11. Suspension & Termination

11.1 Termination by You

You may cancel your subscription at any time through your account dashboard or by contacting our support team. Cancellation takes effect at the end of the current billing period; you will retain access until then.

11.2 Termination by Us

We may suspend or terminate your account immediately, with or without notice, if you: (a) breach these Terms; (b) engage in fraudulent or illegal activity; (c) fail to pay fees when due; or (d) in our reasonable judgement, pose a risk to the Platform or other users.

11.3 Effect of Termination

Upon termination, your right to access the Platform ceases immediately. We will provide you with 30 days to export your Customer Content after which it may be deleted. Provisions that by their nature should survive termination (including intellectual property rights, limitation of liability, and governing law) shall remain in effect.

12. Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions. Any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of England and Wales, unless mandatory local consumer protection laws in your jurisdiction provide otherwise.

Before initiating any formal dispute proceedings, the parties agree to attempt to resolve disputes informally by contacting us at legal@primeassist.ai. We will make reasonable efforts to resolve your concern within 30 days.

13. Changes to Terms

We may modify these Terms at any time. We will provide at least 30 days' advance notice of material changes via email or prominent notice on the Platform. If you do not agree to the revised Terms, you must stop using the Platform before the effective date. Your continued use after the effective date constitutes acceptance of the revised Terms.

14. Contact

For questions about these Terms, please contact us: