Terms of Service

Last Updated: October 9, 2025

Terms of Service

Last Updated: October 9, 2025 Effective Date: October 9, 2025

Welcome to backend.chat

These Terms of Service ("Terms") constitute a legally binding agreement between you and VINAY KHOBRAGADE TECHNOLOGIES LLP ("backend.chat," "we," "us," or "our") governing your use of the backend.chat platform and services.

By accessing or using backend.chat, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our services.

Contact Us: For questions about these Terms, email us at [email protected]

1. Definitions

"Service" or "Platform" means the backend.chat software-as-a-service platform, including the agent dashboard, chat widget, API, and all related services.

"You" or "Customer" means the individual or organization that creates an account and uses our Service.

"Organization" means the business, company, or entity that you represent when using backend.chat.

"End User" or "Visitor" means individuals who interact with your business through the backend.chat widget embedded on your website.

"AI Agent" means the artificial intelligence-powered automated response system that uses machine learning models to generate responses.

"Knowledge Base" means the collection of documents, FAQs, and information you upload to train the AI Agent.

"Content" means all text, data, information, software, graphics, or other materials.

2. Acceptance of Terms

2.1 Agreement to Terms

By creating an account, accessing the dashboard, embedding our widget, or using any part of our Service, you agree to:

2.2 Changes to Terms

We may modify these Terms at any time. We will:

  • Notify you by email at least 30 days before material changes take effect
  • Update the "Last Updated" date at the top of this page
  • Post a notice on our dashboard (for logged-in users)

Your continued use after changes take effect means you accept the updated Terms. If you don't agree with changes, you must stop using the Service and may cancel your account.

2.3 Eligibility

You must:

  • Be at least 18 years old (or the age of majority in your jurisdiction)
  • Have the authority to enter into this agreement
  • Not be prohibited from using the Service under applicable laws
  • Not be located in a country subject to a U.S. Government embargo or designated as a "terrorist supporting" country

3. Service Description

3.1 What We Provide

backend.chat is an AI-powered customer support platform that provides:

Core Features:

  • Real-time chat widget for your website
  • Agent dashboard for managing conversations
  • WebSocket-based instant messaging
  • Multi-tenant organization management
  • Team collaboration tools

AI Features:

  • AI Agent with Retrieval Augmented Generation (RAG)
  • Knowledge base integration
  • Automated response generation
  • AI-powered conversation analysis
  • Customer intent detection

Deployment Options:

  • Cloud-hosted (managed by us)
  • Self-hosted (on your infrastructure)

3.2 Beta / Early Access

IMPORTANT: backend.chat is currently in beta or early access.

This means:

  • Features may change without notice
  • Service availability may be limited
  • Some features may not work as expected
  • We may reset or delete data with notice
  • No Service Level Agreement (SLA) during beta

We will notify you when we exit beta and transition to general availability.

3.3 Service Availability

We strive for high availability but do not guarantee uninterrupted service during beta.

Planned downtime: We will notify you at least 24 hours in advance Emergency maintenance: May occur without notice for security or critical issues

4. Account Registration and Organization Management

4.1 Account Creation

To use backend.chat, you must:

  • Provide accurate and complete registration information (email, name, organization)
  • Create a secure password
  • Verify your email address
  • Accept these Terms and our Privacy Policy

4.2 Account Security

You are responsible for:

  • Maintaining the confidentiality of your password
  • All activities under your account
  • Notifying us immediately of unauthorized access (email: [email protected])

We are not liable for losses resulting from unauthorized use of your account.

4.3 Organization Accounts

backend.chat uses organization-level accounts:

  • Each organization has a unique workspace
  • You can invite team members to your organization
  • Different roles: Owner, Admin, Agent, Viewer
  • Organization Owners have full control and billing responsibility

4.4 API Keys

Each organization receives an API key for widget integration:

  • Keep your API key secret – it authenticates your widget
  • Do not share API keys publicly or expose them in client-side code (beyond widget integration)
  • You can regenerate API keys in your dashboard
  • You are responsible for all usage under your API key

5. Acceptable Use

5.1 Your Obligations

You agree to:

  • Use the Service only for lawful purposes
  • Comply with all applicable laws and regulations
  • Not violate our Acceptable Use Policy
  • Not interfere with or disrupt the Service
  • Not attempt to gain unauthorized access to any part of the Service

5.2 Prohibited Uses

You may NOT use backend.chat to:

  • Violate any laws or regulations
  • Infringe on intellectual property rights
  • Transmit harmful, offensive, or illegal content
  • Harass, threaten, or harm others
  • Distribute spam, malware, or viruses
  • Scrape or data mine our platform
  • Reverse engineer our software
  • Resell or redistribute the Service without permission

For a complete list, see our Acceptable Use Policy.

5.3 Consequences of Violation

We reserve the right to:

  • Suspend or terminate your account
  • Remove or disable content
  • Report violations to law enforcement
  • Take legal action

6. Pricing, Payment, and Subscriptions

6.1 Pricing Model

backend.chat offers a flat-fee pricing model with no per-seat charges.

Subscription Tiers:

  • Free: Limited features, community support
  • Starter: Core features, email support, [price TBD]
  • Professional: Advanced features, priority support, [price TBD]
  • Enterprise: Custom deployment, SLA, dedicated support (contact sales)

Pricing Page: [URL to pricing when available]

6.2 Beta Pricing

During beta/early access:

  • Services may be provided free of charge or at discounted rates
  • Early adopter pricing may be offered
  • Prices are subject to change when we exit beta

We will notify you 60 days before introducing charges or changing beta pricing.

6.3 Payment Terms (Future)

When paid plans launch:

  • Subscription fees are billed in advance (monthly or annually)
  • Payment is due upon invoice
  • We accept [payment methods TBD: credit card, bank transfer, etc.]
  • All fees are in USD unless otherwise stated
  • Late payments may result in service suspension

6.4 Taxes

Prices do not include taxes. You are responsible for all applicable taxes (VAT, GST, sales tax, etc.), except taxes on our income.

For Indian customers, GST will be added as per applicable rates.

6.5 Refunds

Beta period: No refunds (services are free or heavily discounted)

After general availability:

  • 30-day money-back guarantee for new customers
  • Pro-rated refunds for annual plans (at our discretion)
  • No refunds for violations of these Terms

6.6 Price Changes

We may change prices at any time by:

  • Notifying you at least 30 days in advance
  • Posting updated pricing on our website

Your options:

  • Accept the new price (continue using Service)
  • Downgrade to a lower-tier plan
  • Cancel your subscription before the new price takes effect

7. Intellectual Property Rights

7.1 Your Content and Data

You own your data. This includes:

  • Conversations and messages
  • Knowledge base documents
  • Customer information
  • Analytics data
  • Any content you upload or create

License to Us: You grant us a limited license to use your content solely to:

  • Provide the Service to you
  • Improve the Service (e.g., AI training, with your consent or anonymized)
  • Comply with legal obligations

See our Privacy Policy for how we use your data, including AI training and opt-out options.

7.2 Our Platform and IP

We (and our licensors) own all rights to:

  • The backend.chat platform and software
  • AI models and algorithms
  • Trademarks, logos, and branding
  • Documentation and guides
  • Any proprietary technology

You may NOT:

  • Copy, modify, or create derivative works of our platform
  • Reverse engineer or decompile our software
  • Remove or alter any proprietary notices
  • Use our trademarks without permission

7.3 Widget Integration License

We grant you a limited, non-exclusive, non-transferable license to:

  • Embed the backend.chat widget on your website
  • Use our API for integration
  • Display our branding (required in free tier)

This license terminates when your subscription ends or you violate these Terms.

7.4 Open Source Components

Our platform may include open-source software. Open-source components are licensed under their respective licenses (e.g., MIT, Apache 2.0). Contact [email protected] for a list of open-source components.

7.5 Feedback

If you provide feedback, suggestions, or ideas:

  • You grant us a royalty-free, worldwide license to use them
  • We are not obligated to implement or compensate you for feedback
  • We own any improvements or features developed from your feedback

8. Data Ownership, Privacy, and Security

8.1 Data Ownership

You own your data. We are a data processor; you are the data controller (under GDPR terminology).

This means:

  • You decide what data to collect from your end users
  • You are responsible for obtaining necessary consents from end users
  • You control retention and deletion of your data
  • You can export or delete your data at any time

8.2 Your Responsibilities

You must:

  • Comply with all privacy laws (GDPR, CCPA, India's IT Act, etc.)
  • Have a privacy policy on your website
  • Obtain necessary consents from end users
  • Inform end users about third-party services (including backend.chat)
  • Not collect sensitive data (health, financial, etc.) without proper safeguards

We recommend:

  • Adding a link to your privacy policy near the chat widget
  • Informing users that conversations may be assisted by AI
  • Reviewing our Privacy Policy to understand data flows

8.3 Privacy and Security

We commit to:

  • Protecting your data with industry-standard security measures
  • Encrypting data in transit (TLS 1.3) and at rest (AES-256)
  • Implementing access controls and multi-tenant isolation
  • Regular security audits and updates
  • Incident response procedures

See our Security & Compliance page for details.

8.4 Data Processing Agreement (DPA)

For customers subject to GDPR or similar laws, we offer a Data Processing Agreement (DPA):

  • Available upon request (email: [email protected])
  • Covers our role as data processor
  • Includes Standard Contractual Clauses (SCCs) for international transfers
  • Required for EU/UK customers

8.5 Subprocessors

We use third-party subprocessors for:

  • AI services (OpenAI, Anthropic)
  • Cloud infrastructure
  • Payment processing (future)

See our Subprocessor List for details. We will notify you 30 days before adding new subprocessors.

8.6 Data Breaches

In the event of a data breach, we will:

  • Notify you within 72 hours of discovery
  • Provide details of the breach and affected data
  • Outline remediation steps
  • Cooperate with investigations

You are responsible for notifying your end users as required by applicable laws.

9. AI Agent Terms

9.1 How the AI Agent Works

Our AI Agent uses:

  • Retrieval Augmented Generation (RAG): Searches your knowledge base for relevant information before generating responses
  • Large Language Models (LLMs): OpenAI (GPT) or Anthropic (Claude) models
  • Machine learning: Learns from conversations to improve over time (with your consent)

9.2 AI Accuracy and Limitations

IMPORTANT DISCLAIMERS:

  • AI responses are not guaranteed to be accurate
  • AI may generate incorrect, incomplete, or misleading information ("hallucinations")
  • AI should not be relied upon for legal, medical, financial, or safety-critical decisions
  • Human oversight is recommended for all AI-generated responses

You are responsible for:

  • Reviewing AI responses before they are sent (if using human-in-the-loop)
  • Setting appropriate confidence thresholds for auto-replies
  • Monitoring AI quality and user feedback
  • Ensuring AI responses comply with your industry regulations

9.3 AI Training and Opt-Out

How we use your data:

  • Improve AI response quality
  • Train our proprietary models (future)
  • Develop new AI features

You can opt out:

  • Organization-level opt-out: In dashboard settings
  • Global opt-out: Email [email protected]

Third-party AI providers:

  • We have agreements with OpenAI and Anthropic NOT to use our data for their training
  • See our Privacy Policy for details

9.4 AI Ethics and Bias

We strive to:

  • Minimize bias in AI responses
  • Detect and prevent harmful outputs
  • Provide transparency about AI limitations
  • Allow human oversight and intervention

See our AI Transparency page for more details.

9.5 Prohibited AI Use Cases

You may NOT use our AI Agent for:

  • Generating harmful, illegal, or unethical content
  • Impersonation or fraud
  • Automated decision-making that affects legal rights (without human oversight)
  • High-risk applications (medical diagnosis, legal advice, financial trading, etc.) without proper safeguards

10. Service Level and Uptime

10.1 Beta Period

During beta, we do not guarantee any specific uptime or performance levels.

Services are provided "as is" and may experience:

  • Downtime for maintenance
  • Performance issues
  • Feature changes or removal
  • Data migrations

10.2 General Availability (Future)

When we exit beta, we will offer Service Level Agreements (SLAs):

Target Uptime (Paid Plans):

  • Starter: 99.0% uptime
  • Professional: 99.5% uptime
  • Enterprise: 99.9% uptime (custom SLA)

Measurement:

  • Monthly uptime percentage
  • Excludes scheduled maintenance (notified 24 hours in advance)
  • Excludes downtime caused by factors outside our control

SLA Credits (Future): If we fail to meet uptime targets, you may be eligible for service credits as outlined in our SLA document.

10.3 Support

Beta Period:

After General Availability:

  • Free: Community support (forum, documentation)
  • Starter: Email support, 48-hour response
  • Professional: Priority email support, 24-hour response
  • Enterprise: Dedicated support, 4-hour response, phone support

11. Data Portability and Deletion

11.1 Data Export

You can export your data at any time:

  • Conversations: JSON or CSV format
  • Knowledge base: Original documents
  • Analytics: CSV reports

How to export: Dashboard > Settings > Export Data, or email [email protected]

11.2 Account Termination

You can cancel your account at any time:

  • Cancel in dashboard: Settings > Organization > Delete Organization
  • Email us: [email protected]

What happens when you cancel:

  • We will retain your data for 30 days (for recovery in case of accidental deletion)
  • After 30 days, we permanently delete your data (except as required by law)
  • You can request immediate deletion (email: [email protected])

Data retention after termination:

  • Backups may retain data for up to 30 days
  • Aggregated, anonymized analytics may be retained indefinitely
  • Logs may be retained for up to 1 year (for security and legal compliance)

11.3 Our Right to Terminate

We may suspend or terminate your account if you:

  • Violate these Terms or our Acceptable Use Policy
  • Fail to pay fees (when applicable)
  • Engage in fraudulent or illegal activity
  • Pose a security risk to our platform or other users

Notice:

  • We will provide 30 days' notice for non-payment
  • We may suspend immediately for security or legal violations
  • You may still export your data during the notice period

12. Warranties and Disclaimers

12.1 Beta Disclaimer

DURING BETA, THE SERVICE IS PROVIDED "AS IS" WITHOUT ANY WARRANTIES.

We do not warrant:

  • Uninterrupted or error-free operation
  • Accuracy of AI responses
  • Compatibility with your systems
  • Fitness for a particular purpose

12.2 Limited Warranty (After General Availability)

We warrant that the Service will perform substantially as described in our documentation.

This warranty does NOT cover:

  • Issues caused by misuse or violations of these Terms
  • Third-party services (AI providers, hosting, etc.)
  • Self-hosted deployments (you are responsible for your infrastructure)

Your sole remedy for breach of warranty is service credits or termination of your subscription with a pro-rated refund.

12.3 Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING:

  • Merchantability
  • Fitness for a particular purpose
  • Non-infringement
  • Accuracy or completeness of content
  • Security (we implement security measures but cannot guarantee absolute security)

YOU USE THE SERVICE AT YOUR OWN RISK.

13. Limitation of Liability

13.1 Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED:

  • During beta: $100 USD or the amount you paid us in the last 12 months (whichever is greater)
  • After general availability: The amount you paid us in the last 12 months

13.2 Exclusion of Damages

WE ARE NOT LIABLE FOR:

  • Indirect damages (loss of profits, revenue, data, goodwill, etc.)
  • Consequential damages
  • Incidental damages
  • Punitive damages
  • Damages caused by:
    • Third-party services (OpenAI, Anthropic, hosting providers)
    • Your misuse of the Service
    • Unauthorized access to your account
    • AI errors or inaccuracies
    • Service interruptions or downtime

13.3 Exceptions

Some jurisdictions do not allow limitations of liability. In such cases, our liability will be limited to the maximum extent permitted by law.

Nothing in these Terms limits our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Willful misconduct
  • Any liability that cannot be excluded by law

13.4 Indemnification

You agree to indemnify and hold us harmless from any claims, damages, liabilities, and expenses (including attorney fees) arising from:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any laws or regulations
  • Content you upload or transmit
  • Your end users' claims against you
  • Infringement of third-party rights

Example: If an end user sues you for a privacy violation and names us in the lawsuit, you will defend and indemnify us.

14. Self-Hosting Terms

14.1 Self-Hosting Option

Enterprise customers can self-host backend.chat on their own infrastructure (e.g., AWS, Azure, on-premises servers).

Benefits:

  • Full data control and sovereignty
  • Compliance with data localization requirements
  • Custom configurations

14.2 Self-Hosting Responsibilities

When you self-host, you are responsible for:

  • Server infrastructure and costs
  • Security and access controls
  • Backups and disaster recovery
  • Software updates and patches
  • Monitoring and performance tuning
  • Compliance with applicable laws

We provide:

  • Installation documentation
  • Software updates (you must apply them)
  • Limited support (email-based, depending on plan)

14.3 Self-Hosting Limitations

We do NOT provide:

  • Infrastructure management
  • 24/7 uptime guarantees (that's on you)
  • On-site support
  • Liability for data breaches or downtime on your infrastructure

SLA: Self-hosted deployments are NOT covered by our SLA.

15. Governing Law and Dispute Resolution

15.1 Governing Law

These Terms are governed by the laws of India, without regard to conflict of law principles.

For international customers:

  • We are an Indian company, so Indian law applies
  • Certain consumer protection laws in your jurisdiction may also apply

15.2 Jurisdiction

Exclusive jurisdiction: Courts in Bramhapuri, Maharashtra, India.

You agree to:

  • Submit to the jurisdiction of Indian courts
  • Not bring claims in any other jurisdiction

Exception: You may bring claims in small claims court in your local jurisdiction if they qualify.

15.3 Dispute Resolution

Before filing a lawsuit, you agree to:

  1. Contact us at [email protected] to resolve the dispute informally
  2. Allow us 30 days to respond and work toward a resolution
  3. Negotiate in good faith

If informal resolution fails:

  • You may proceed to litigation in the courts specified in Section 15.2 above

15.4 Class Action Waiver

YOU AGREE NOT TO BRING OR PARTICIPATE IN A CLASS ACTION, CLASS ARBITRATION, OR REPRESENTATIVE ACTION AGAINST US.

All claims must be brought individually.

Exception: This waiver does not apply where prohibited by law (e.g., in some EU countries).

16. Miscellaneous

16.1 Entire Agreement

These Terms, together with our Privacy Policy and Acceptable Use Policy, constitute the entire agreement between you and backend.chat.

Supersedes: All prior agreements, proposals, or representations (written or oral).

16.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

16.4 Assignment

You may NOT assign or transfer these Terms without our prior written consent.

We may assign these Terms to an affiliate, subsidiary, or in connection with a merger, acquisition, or sale of assets.

16.5 Force Majeure

We are not liable for delays or failures in performance due to causes beyond our reasonable control, including:

  • Acts of God (natural disasters, pandemics, etc.)
  • War, terrorism, riots
  • Government actions or regulations
  • Internet outages or infrastructure failures
  • Strikes or labor disputes
  • Third-party service failures (e.g., AWS outage, OpenAI downtime)

16.6 Notices

To you: We will send notices to the email address associated with your account.

To us: Send notices to [email protected]

Notices are effective: 24 hours after email is sent.

16.7 Language

These Terms are written in English. If we provide a translated version, the English version controls in case of conflicts.

16.8 Survival

The following sections survive termination of these Terms:

  • Intellectual Property (Section 7)
  • Data Ownership (Section 8)
  • Warranties and Disclaimers (Section 12)
  • Limitation of Liability (Section 13)
  • Indemnification (Section 13.4)
  • Governing Law (Section 15)

17. Contact Us

Questions about these Terms? Email: [email protected]

Company Information: VINAY KHOBRAGADE TECHNOLOGIES LLP RL/5211, Bramhapuri, ARL Bramhapuri, Bramhapuri, Chandrapur Maharashtra, 442402, India

Additional Resources:

Last Updated: October 9, 2025

Effective Date: October 9, 2025

These Terms of Service are provided for informational purposes and do not constitute legal advice. We recommend consulting with an attorney for legal compliance in your specific jurisdiction.

By using backend.chat, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.