1. About these terms
These terms form the agreement between you and Deskee Ltd, a company registered in England and Wales under company number 17496637, 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, with a monthly allowance of AI conversations on Deskee's built-in AI. You can also connect an AI model account of your own instead.
- Pro — a subscription billed in advance, either monthly or annually. It includes one seat, unlimited chatbots, the features described on our pricing page, a larger monthly allowance of AI conversations on Deskee's built-in AI, and the option to buy top-ups. Extra seats can be added at any time, are billed on the same monthly or annual cycle, and are pro-rated for the rest of your current billing period.
- 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 period (a month or a year, whichever you chose), 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 period: you keep Pro until then, and your account then moves to the Free plan and its smaller allowance. 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, top-ups and SMS credits
A "conversation" is one chat session with one visitor, counted once when the visitor sends their first message. Each plan includes a monthly allowance of conversations on Deskee's built-in AI, shown on our pricing page, 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.
On Pro, 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.
SMS credits
Your chatbots can send text messages through Deskee, such as alerts to your team and confirmations to your customers, paid for with prepaid SMS credits. One credit pays for one text of up to 160 characters; longer texts, and texts with characters outside the standard SMS alphabet, use more. Credits don't expire, have no cash value, can't be transferred between accounts, and are non-refundable once bought, except that the credits for a text that can't be delivered are returned to your balance automatically. Any unused credits are lost when your account closes.
Texts can currently be sent only to UK mobile numbers. Use them only for messages about a conversation, request or order: alerts to your own team, and confirmations to people who gave your chatbot their number for that purpose. Don't use them for marketing, bulk or unsolicited texts. You're responsible for having each recipient's permission, and for your messages and sender name, which must identify your business and must not impersonate anyone else.
Texts are delivered by our text-messaging provider and the mobile networks, so we can't guarantee that every text arrives, or when. To protect the Service, there's a daily limit on texts per account, and handoff alerts aren't sent during the quiet hours you set. We may pause an account's texts at any time if we suspect misuse or receive complaints, and we'll tell you why.
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, your own Twilio account for the phone and SMS channels, Telegram, Facebook (Meta), 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. Merch shop and shirt offers
This section applies when you buy from our merch shop at deskee.io/merch, whether or not you have a deskee account, and to the offers that come with a shirt. For shop orders, sections 1, 14, 16, 17 and 19 also apply; the rest of these terms cover the Service and apply only if you use it.
Orders and delivery
Placing an order is an offer to buy. We accept it when we email your order confirmation, and that's when the contract between us is made. Prices are shown in the shop and at checkout; we're not currently registered for VAT, so none is added, and shipping is added at checkout. Each shirt is printed to order for you by our print partner and sent by our courier. Payments are processed by Stripe.
We ship to the UK, the EU, the US, Canada and Australia. Delivery estimates are shown at checkout and in your confirmation email, and we'll deliver within 30 days of your order unless we agree otherwise. If we can't, we'll tell you and you can cancel for a full refund. The shirt is your responsibility once it's delivered to the address you gave. Orders sent outside the UK may be charged import duties or taxes on delivery; these are set by your country, collected by the courier and paid by you.
Changing your mind
If you're a consumer, you can cancel your order for any reason within 14 days of the day you receive it, including if the size isn't right. To cancel, email hello@deskee.io with your order number. Then send the shirt back within 14 days of telling us, to the address we give you. We'll refund the price and the standard shipping cost within 14 days of receiving it (or proof that you've sent it). You pay the cost of sending it back, unless it's faulty or not what you ordered. We may reduce the refund if the shirt has been worn, washed or handled more than you'd need to check it.
Faulty items
If your shirt is faulty, damaged, misdescribed or not what you ordered, you have legal rights to a repair, replacement or refund. Tell us within 30 days of delivery and we'll refund you in full, including shipping, or replace it if you'd rather; we'll cover the cost of returning it. After 30 days, you still have rights under the Consumer Rights Act 2015. Nothing in this section affects your statutory rights.
The Pro offer
Each paid shirt order comes with a code for 25% off the first year of a new deskee Pro subscription: the first annual payment, or the first 12 monthly payments. The code can be used once, for a new subscription only, by the date in your order email (about 6 months after your order). You can give it to someone else, but it can't be combined with other discount codes or exchanged for cash. If your shirt order is cancelled or refunded before the code is used, the code is cancelled. If it's already been used, the discount stays on that subscription.
The free AI conversations offer
Each paid shirt order can also earn one free top-up pack of 250 AI conversations. To claim it, post a public photo of yourself wearing the shirt on X, Facebook, Instagram or LinkedIn, tag @deskee_io, and label the post as an ad: include #ad, and use the platform's own paid-partnership label too where it has one. Then send us the link from the claim page in your order email. Only post photos you have the right to share, and only include other people if they're happy to appear.
We check every post by hand, usually within 2 working days. We may decline a post that doesn't show the shirt, isn't public, isn't labelled as an ad, or that's offensive, misleading or otherwise unsuitable; we'll tell you why, and you can fix it and send it again. We only use the link to check your claim, and we won't repost your photo without asking you first. If we approve your post, we'll email you a single-use code for one free top-up pack. It's for a deskee Pro account, must be used within 6 months, and the top-up then follows the rules in section 5. One claim per shirt order.
Offer rules
Both offers are run by Deskee Ltd (details in section 1). They aren't sponsored, endorsed or administered by X, Meta or LinkedIn. Codes have no cash value. We may change or end either offer at any time, but orders placed before the change keep the offer as it was when they were placed. We may refuse, cancel or withdraw a code obtained by misuse, such as fake orders, or orders placed in bulk to collect codes.
19. Contact us
Questions about these terms can be sent to hello@deskee.io.