Terms of Service

Chatdek is a product of Advergenix ("Advergenix", "Chatdek", "we", "us"). These Terms of Service ("Terms") govern your use of chatdek.com, the Chatdek customer portal at app.chatdek.com, the Chatdek chat widget, our support and any related services (together, the "Service").

By creating an account, buying a plan or using the Service, you agree to these Terms and to the policies they refer to: the Privacy Policy, the Refund & Cancellation Policy, the Acceptable Use Policy, the Data Processing Addendum and the Cookie & Storage Policy. If you use Chatdek on behalf of a company or other organization, you confirm that you are authorized to accept these Terms for it, and "you" means that organization.

Chatdek is built for businesses and professionals. It is not offered to consumers for personal, family or household use. If you do not agree to these Terms, do not use the Service.

• Account: your Chatdek account in the portal, including any team members you invite.
• Widget: the Chatdek chat widget, a script you add to a website so visitors can chat with your assistant.
• Visitors: people who use the Widget on your websites.
• Customer Content: everything you add to the Service, such as knowledge base entries, uploaded documents, website pages you ask us to crawl, widget settings, forms, prompts and rules.
• Visitor Data: information Visitors provide or generate through the Widget, such as chat messages, contact details, form answers, booking details and ratings.
• Output: replies and other content generated by the Service's AI features.
• Plan: the subscription you buy (for example Starter, Growth, Business or Agency), with the features and limits shown on our pricing page at the time of purchase.

• You must be at least 18 years old and able to enter into a binding contract.
• Give accurate information when you sign up and keep it up to date, including a working email address.
• Keep your login details secure and do not share them. You are responsible for everything done through your Account, including by team members you invite and the permissions you give them.
• Tell us at once at info@chatdek.com if you suspect unauthorised access to your Account.
• We may refuse to open an account, or ask you to verify your identity or business, where we reasonably need to (for example to prevent fraud).

Chatdek lets you add an AI assistant to your website that answers Visitors from your knowledge base, captures leads, collects forms, books appointments (on Plans that include booking) and hands conversations to your team. You manage it from the portal. The features and limits available to you depend on your Plan.

We work to keep the Service available and reliable, but we do not promise that it will be uninterrupted, error-free or available at any particular time. We may carry out maintenance, and we may change, improve or remove features. If we remove a core feature of a Plan you have already paid for, we will tell you in advance where we reasonably can, and if the change materially reduces what you paid for, you may ask for a pro-rated refund of the unused part of your current period.

Some features may be labeled beta, preview or experimental. They are provided as they are, may change or stop at any time, and are not covered by any commitments in these Terms.

• Free trial: a new account can use Business free for 7 days, with up to 100 AI chats and 1 website, once per person, account and website. No card is needed and nothing is charged. The 7 days start when your chat goes live on your website, and the trial ends at the latest 14 days after you sign up. When the trial ends the Service pauses until you buy a Plan; your settings and data are kept as described in section 20. We may end a trial that is misused.
• Plans are paid in advance for a period of 1, 3, 6 or 12 months. Longer periods may be offered at a lower price per month.
• Prices are shown in US dollars on our pricing page. Card payments are processed by our payment provider, GoPayFast, and charged in Pakistani rupees (PKR) at the exchange rate shown at checkout. Your bank may apply its own exchange rate or fees.
• Prices are exclusive of any taxes, duties, withholding or bank charges that apply to you, unless the checkout says otherwise. You are responsible for them. Where we are required to collect a tax, it is shown separately on your invoice.
• A plan is active once your payment is confirmed. If a payment fails, is reversed or is not confirmed by our payment provider, the plan is not activated (or may be withdrawn). We never store your card and never charge a card without you. Before your period ends you can renew or change your Plan from the portal or with the one-tap renewal link in our reminder email. If you do not renew, your Plan expires at the end of the paid period.
• Prepaid balance: the account owner may top up a Chatdek balance (from the minimum amount shown in the portal) through our payment provider. The balance is held in US dollars, can be used only to pay for Chatdek plans and add-ons, has no cash value, cannot be withdrawn or transferred, and is separate from any referral credit.
• Automatic renewal: if the account owner switches it on, the renewal price of the Plan and add-ons is taken from the balance shortly before the paid period ends, and the new period starts when the current one ends. We email you at least 7 days before with the exact amount. We never take more than the amount in that email without your action; if the price has risen or the balance is too low, nothing is taken and you receive a renewal link instead. You can switch automatic renewal off at any time in the portal.
• Unspent top-up money is refunded on request within 30 days of the top-up, to the original payment method. Referral credit is not refundable. A balance with no activity for 24 months lapses after we warn you by email 30 days before. A renewal paid from the balance and then refunded under the refund policy is returned to the balance.
• Refunds: a plan or add-on can be refunded only as set out in the Refund & Cancellation Policy: within 48 hours of payment, or while less than 10% of the plan has been used. Approved refunds are returned to the original payment method and can take up to 30 business days, longer where taxes or bank and payment-provider processing add time. Opening a chargeback instead of asking us first can delay your refund.
• Referral credit and discounts: the referral program has its own Referral Program Terms, which form part of these Terms.
• We may change our prices. A price change never affects a period you have already paid for; it applies only when you next buy or renew.
• Discounts, coupons and referral offers apply only as described in the offer, cannot be exchanged for cash and may be withdrawn if they are misused.
• Fair use: every Plan is for normal business use, and a Plan has limits, including a maximum number of AI replies in one chat and daily protection limits. We may ask you to move to a suitable plan or add-on if your use is far above what the plan is designed for or puts other customers at risk.
• Each Plan has usage limits (for example AI messages per month, knowledge base items, websites, team logins, chat leads or bookings). When you reach a limit, the related feature may pause until the limit resets or you upgrade. Chat leads over the monthly limit are still saved and unlock when you upgrade.

You can cancel at any time from the Plan page in the portal. Your Plan stays active until the end of the period you have paid for. When a Plan expires or is cancelled, the Widget stops answering on your websites, but you can still log in to your Account. Refunds are covered by the Refund & Cancellation Policy.

We may suspend or limit your Account, or part of the Service, if:

• you break these Terms or the Acceptable Use Policy, or we reasonably believe you have;
• your use creates a security risk, harms the Service or other customers, or exposes us to legal liability;
• a payment is reversed, disputed or fraudulent; or
• we are required to by law or by a competent authority.

Where it is reasonable to do so, we will tell you first and give you a chance to fix the problem. We may act immediately in serious cases, such as illegal content, fraud or security threats.

You are responsible for how you set up and use Chatdek on your websites. In particular, you agree to:

• follow the Acceptable Use Policy and all laws that apply to you and your Visitors, including privacy, consumer protection and marketing laws;
• make sure your Customer Content is accurate, up to date and lawful, and that you have the rights to everything you upload or ask us to crawl;
• tell Visitors, in your own privacy notice, that you use Chatdek to answer chats with AI and to collect the details they give, and obtain any consents the law requires from them;
• make it clear to Visitors that they are chatting with an AI assistant, and offer a way to reach a person where that matters;
• not ask Visitors for, or let the assistant collect, sensitive information it does not need (such as full card numbers, passwords, government ID numbers or detailed health records);
• respond to Visitors' requests about their personal data (we will help as described in the Data Processing Addendum); and
• keep your own copies of anything important, using the export tools in the portal.

Chatdek can give your assistant a name, a photo and a role (for example a support or booking agent), let several agents share the work, and hand a conversation to a real member of your team in live chat. This is how you present your business; it is not permission to mislead people.

• An AI agent must never claim or imply that it is a human. If a visitor sincerely asks whether they are talking to a person, the answer must be truthful, and Chatdek is built to answer truthfully. You must not switch that behaviour off or write rules that tell the assistant to deny being an AI.
• A visitor who asks for a real person must be able to reach one, for example through live chat, a ticket, a form, email or a phone or WhatsApp link you provide. If nobody on your team is available, the assistant should say so and offer another way to follow up.
• You are responsible for the people you add as team members, for what they say in live chat and in replies sent in your name, and for the permissions you give them.
• Conversations can be translated automatically into the language of the visitor or of your team. Translations are generated by AI and may contain errors; do not rely on them for legal, medical or contractual wording.

• Files: where you allow it, visitors can send files (for example photos and PDFs) in chat. Files are checked for type and size, stored privately and can be opened only by people with access in your portal; the assistant may read some of them to answer. You decide whether to switch this on and what visitors may send. You must not accept files you have no lawful reason to receive, and you must delete them when you no longer need them. Storage is limited by your plan and add-ons.
• Forms, bookings and tickets: you are responsible for the questions you ask, the consent wording, the reminders and confirmation messages sent to your customers, and for honouring the appointments and promises recorded through the Service.
• Mail and business email: if you connect a mailbox or send email through Chatdek, you confirm that you may do so, that you will use the sender names and domains you really control, and that you will follow the law on commercial email (consent, honest sender details and a working way to unsubscribe). To protect every customer's sender reputation we may limit, pause or switch off email sending that causes complaints, bounces or blocklisting, and we may require a domain to be verified before it is used.
• Integrations and automations (such as webhooks or links to other tools) send your data where you tell them to. You are responsible for the destination and for what it does with the data.

To help you, our support staff may view your account. Viewing is read-only. Where a task needs changes made for you, staff can work in your account only after a second authentication step and with a recorded reason; each session is limited in time, cannot change your password, billing details or team, and is logged, and changes made this way appear in your activity log as "Chatdek support". You can ask us for the log of access to your account.

Chatdek uses AI models to write replies based on your knowledge base, your settings and the conversation. AI can make mistakes: Output may be incomplete, out of date or wrong, even when your knowledge base is correct.

• Output is not professional advice. Do not use Chatdek to give medical, legal, financial or other advice that needs a qualified person, or to make decisions with legal or similarly significant effects on people.
• You are responsible for configuring the assistant (purpose, rules, topics to avoid), testing it, and reviewing conversations, especially where mistakes could cause harm.
• Prices, availability, bookings and promises given by the assistant are based on your Customer Content. Check that your content is correct; we are not responsible for commitments made to your Visitors based on it.
• Similar questions can lead to similar Output for different customers. Output is not unique to you.

You keep all rights to your Customer Content and Visitor Data. You give us a non-exclusive, worldwide license to host, copy, process, transmit and display them only as needed to provide, secure and support the Service for you, including sending relevant content to our AI provider to generate replies.

For Visitor Data, you are the controller and we act as your processor. Our Data Processing Addendum forms part of these Terms and explains how we handle it. How we handle information about you as our customer is explained in our Privacy Policy.

We do not sell Customer Content or Visitor Data, and we do not use them to train AI models. We may use aggregated, de-identified statistics about how the Service is used (for example message volumes or feature usage) to run and improve Chatdek, provided they do not identify you or any person.

The Service, including its software, design, Widget, documentation and the Chatdek name and logo, belongs to Advergenix and its licensors. While your Plan is active, we give you a limited, non-exclusive, non-transferable right to use the Service for your business in line with these Terms. You must not copy, resell (except as allowed in section 14), reverse engineer, or build a competing product from the Service.

If you send us ideas or feedback, we may use them freely without any obligation to you. We will not name you as a customer in our marketing without your permission.

Plans that include more than one website (currently Business and Agency) or white label (currently included on Business and Agency) may be used to run Chatdek on websites you manage for your clients. If you do this:

• you remain our customer and are responsible for every website and client you add, for their content and for paying for your Plan;
• you must make sure your clients' use complies with these Terms and the Acceptable Use Policy, and that your agreements with them allow you to process their visitors' data through Chatdek;
• white label lets you remove Chatdek branding from the Widget; it does not let you claim ownership of the Service or misrepresent who provides it in legal documents.

The Service relies on, or links to, services run by others, such as our payment provider, AI provider, email providers, browser push services, and links you add for WhatsApp, phone or email. Your use of those services may be subject to their own terms. If you connect your own email (SMTP) account, you are responsible for that account and its settings. We are not responsible for third-party services we do not control, but we choose our providers carefully and list the ones that process personal data in our Privacy Policy.

Each of us will keep the other's non-public business information confidential, use it only for the purposes of these Terms, and protect it with reasonable care. This does not apply to information that is already public, was already lawfully known, is independently developed, or must be disclosed by law (in which case the disclosing party will give notice where allowed).

Apart from the commitments expressly made in these Terms, the Service is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all other warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy of Output and non-infringement. We do not promise any particular business result, such as a number of leads or bookings.

To the fullest extent the law allows:

• neither of us is liable for indirect, incidental, special or consequential losses, or for loss of profits, revenue, business, goodwill or data, even if warned they were possible;
• our total liability arising out of or relating to the Service or these Terms is limited to the amount you paid us for the Service in the 12 months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited by law, such as liability for fraud, or for death or personal injury caused by negligence.

You will defend and compensate Advergenix against claims, losses and reasonable costs (including legal fees) brought by third parties that arise from your Customer Content, your use of the Service in breach of these Terms or the law, or your relationship with your Visitors or clients. We will tell you promptly about any such claim and cooperate reasonably.

You can stop using Chatdek at any time. The account owner can export data and delete the Account from the portal (Profile), or ask us to close it by emailing info@chatdek.com. Before you do, use the export tools in the portal to download any leads, chats, files or knowledge base content you want to keep. Deleting an Account does not by itself refund a plan; see the Refund & Cancellation Policy.

After an Account is closed, we delete or anonymise Customer Content and Visitor Data within 90 days, except where we must keep certain records by law (for example payment records) and except for encrypted backups, which are overwritten on a rolling basis. Sections that by their nature should continue (such as payment obligations, confidentiality, disclaimers, limits of liability, indemnity and governing law) survive the end of these Terms.

We may update these Terms as the Service or the law changes. We will post the new version here with a new "last updated" date. If a change materially affects your rights, we will give you at least 14 days' notice by email or in the portal before it takes effect, unless the change is needed sooner for legal or security reasons. If you do not agree to a change, you may cancel before it takes effect; continuing to use the Service after that means you accept it.

These Terms, and any dispute or claim arising out of or in connection with them or the Service, are governed by the laws of the Islamic Republic of Pakistan. Subject to the next paragraph, the competent courts of Pakistan have exclusive jurisdiction.

Before starting any formal proceedings, please contact us at info@chatdek.com so we can try to resolve the matter. Both of us agree to try in good faith to settle a dispute informally for at least 30 days. Either of us may still seek urgent interim relief from a court to protect confidential information or intellectual property.

• These Terms and the policies they refer to are the entire agreement between us about the Service and replace earlier agreements on the same subject.
• You may not transfer your Account or these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of the business, and will tell you if we do.
• Neither of us is responsible for delays or failures caused by events beyond reasonable control, such as power or internet outages, failures of third-party providers, natural disasters, war or government action.
• If any part of these Terms is found unenforceable, the rest stays in effect. Not enforcing a right right away does not mean we have given it up.
• We may send you notices by email to your Account address or through the portal. You can send notices to us at legal@chatdek.com.
• These Terms are written in English. If they are translated, the English version prevails.

Questions about these Terms? Email info@chatdek.com or use our contact page. Chatdek is operated by Advergenix.