1. About these terms
These terms form the agreement between you and The Disruption Laboratory Ltd, a company registered in England and Wales under company number 08716850, whose registered office is at 27 Park Lane, Chippenham, Wiltshire, SN15 1LT ("Deskee", "we", "us"), for your use of deskee.io — the website, dashboard, chatbots, channels and related services (the "Service").
By creating an account, buying a plan or add-on, or using the Service, you accept these terms, our Privacy Policy and our Data Processing Agreement. If you're accepting on behalf of a business, you confirm you're authorised to bind it, and "you" means that business.
Deskee is built for businesses. If you use it as a consumer (for purposes outside your trade, business or profession), nothing in these terms affects your statutory rights.
2. Your account
You must give accurate details when you sign up and keep them up to date. You're responsible for everything done through your account, including by teammates you add, and for keeping access to your email inbox (which we use to sign you in) secure. Tell us promptly at hello@deskee.io if you think your account has been accessed without permission. You must be at least 18 to open an account.
3. Plans and pricing
We currently offer:
- Free — one seat and one chatbot on the Website channel, running on an AI model account you connect yourself.
- Pro — a subscription billed annually in advance. It includes one seat, unlimited chatbots, the paid channels and features described on our pricing page, and a monthly allowance of AI conversations on Deskee's built-in AI. Extra seats can be added at any time and are pro-rated for the rest of your current billing year.
- Enterprise — bespoke work, integrations and service levels agreed in a separate order form or contract, which takes priority over these terms where they conflict.
Prices, and what each plan includes, are shown on our pricing page and at checkout. You pay in the currency shown at checkout, and any VAT or other tax that applies is added where required. Fair-use limits apply to all plans to protect the Service from abuse.
4. Billing, renewal and cancellation
Paid subscriptions, including seat add-ons, renew automatically at the end of each billing year, and we'll charge the payment method on file unless you cancel before the renewal date. Payments are processed by Stripe.
You can cancel at any time from your account's Plan page. Cancellation takes effect at the end of your current billing year: you keep Pro features until then, and your account then moves to the Free plan. Except where the law requires otherwise, fees already paid — including for unused time, seats or top-ups — are non-refundable.
If you're a consumer, you have a legal right to cancel a purchase within 14 days. If you ask us to start providing a paid plan straight away and then cancel within that period, we may deduct an amount for the service you received before cancelling.
We may change our prices. Any change to a subscription you already have takes effect from your next renewal, and we'll give you at least 30 days' notice by email so you can cancel first. If a payment fails, we may downgrade your account to the Free plan until it's paid.
5. AI conversations and top-ups
A "conversation" is one chat session with one visitor, counted once when the visitor sends their first message. Pro includes a monthly allowance of conversations on Deskee's built-in AI, which resets at the start of each calendar month; unused allowance doesn't carry over. Chatbots running on your own AI model account ("bring your own key") aren't counted against the allowance.
You can buy one-off top-ups of extra conversations. Top-ups are used only once your monthly allowance runs out, carry over from month to month, and expire 12 months after purchase. They have no cash value, can't be transferred between accounts, and are non-refundable once bought.
If your allowance and top-ups are used up, affected chatbots stop using AI until the next month or a new top-up. Instead, they collect the visitor's contact details and question for your team to follow up. Conversations already in progress continue as normal.
6. Your content and your chatbots
You keep ownership of everything you add to Deskee — knowledge sources, documents, website content, instructions, branding and conversation data ("Your Content"). You give us permission to host, copy, process and display Your Content only as needed to provide, secure and support the Service for you.
You're responsible for Your Content and for how your chatbots are set up and used. In particular, you confirm that you have the right to use the content you add, including any website you ask us to crawl; that you'll tell visitors they're talking to an automated assistant where the law requires it; and that your own privacy notice covers the information your chatbots collect from visitors.
7. AI-generated responses
Chatbot replies, translations, summaries and other content are generated by AI models and can be incomplete, out of date or wrong, even when they sound confident. You're responsible for checking your chatbots' behaviour and for anything you or your chatbots tell visitors. Don't rely on AI output alone for decisions with legal, financial, medical or similarly significant effects on people — make sure a person reviews those.
8. Third-party services
The Service can connect to services you choose, such as your own AI model provider, Telegram, Google Calendar, your email server or your own APIs and webhooks. Your use of those services is governed by their terms, you're responsible for any costs they charge, and we're not responsible for their availability, output or handling of data sent to them at your direction.
9. Acceptable use
You must not use the Service, or let anyone else use it, to:
- break any law or regulation, or infringe anyone's rights, including intellectual property and privacy rights;
- deceive, defraud, harass or harm people — including impersonating another person or organisation, or collecting passwords or payment details under false pretences;
- send spam or unsolicited marketing, or distribute malware;
- create or share unlawful, sexually explicit, hateful or violent content, or any content that sexualises children;
- probe, disrupt or overload the Service or other users' accounts, get around usage limits or security measures, or access the Service by automated means other than our published APIs;
- resell or sublicense the Service except as agreed with us in writing.
10. Share links and transferring chatbots
A share link lets anyone who has it try a chatbot without signing in, so only share it with people you're happy to see that chatbot. Where a share link lets its recipient claim the chatbot, completing the purchase on that page moves the chatbot, with its configuration and knowledge sources, into the buyer's account.
11. Data protection
Our Privacy Policy explains how we handle personal data about you and your team. When we process personal data on your behalf — such as your visitors' conversations — we do so as your processor under our Data Processing Agreement, which forms part of these terms.
12. Availability and changes to the Service
We work to keep the Service available and reliable, but we don't guarantee that it will be uninterrupted or error-free unless we've agreed a service level with you in an Enterprise contract. We may change, add or remove features over time. If we remove a significant paid feature during your billing year, we'll let you know and give you a pro-rated refund for that feature if you ask for one.
13. Suspension and termination
You can stop using the Service and ask us to close your account at any time by emailing hello@deskee.io.
We may suspend or close your account, or a particular chatbot, if you seriously or repeatedly break these terms, if you don't pay, or if we need to in order to prevent harm or comply with the law. Where it's reasonable to do so, we'll warn you first and give you a chance to fix the problem.
When your account closes, you'll lose access to it and we'll delete Your Content as described in our Data Processing Agreement, except where the law requires us to keep it. Sections 6, 7, 14, 15 and 17 continue to apply after your account closes.
14. Liability
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that can't be limited or excluded by law.
Subject to that, neither of us is liable to the other for any indirect or consequential loss, or for any loss of profits, revenue, business, goodwill or anticipated savings, whether in contract, tort (including negligence) or otherwise.
Subject to that, our total liability to you arising out of or in connection with these terms and the Service in any 12-month period is limited to the greater of the fees you paid us in the 12 months before the event giving rise to the claim and £100.
If you're a consumer, this section doesn't limit our liability for breaching your statutory rights; we're only responsible for loss or damage that was a foreseeable result of our breaking these terms.
15. Claims about your use
If you use the Service for business purposes, you'll compensate us for reasonable losses and costs we incur from a third-party claim that Your Content, or your use of the Service in breach of these terms, infringes their rights or breaks the law.
16. Changes to these terms
We may update these terms from time to time. We'll post the new version here and update the date at the top. If a change materially affects you, we'll email the account owner at least 30 days before it takes effect; continuing to use the Service after that means you accept it. If you don't agree, you can cancel before the change takes effect.
17. General
These terms, together with the documents they refer to, are the whole agreement between you and us about the Service. You may not transfer your rights under them without our written consent; we may transfer ours to another business that takes over the Service. If a court finds any part of these terms unenforceable, the rest stays in force. A delay in enforcing a right doesn't mean we've waived it, and no one other than you and us has any right to enforce these terms.
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you're a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
18. Contact us
Questions about these terms can be sent to hello@deskee.io.