These Terms of Service ("Terms") govern access to and use of Vyxelon (the
"Service"), operated by InnInk Limited ("InnInk", "we", "us", "our"), a company
registered in the United Kingdom. Please read them carefully before using the
Service.
1. Acceptance of these Terms
By creating an account, embedding the Vyxelon widget, connecting a channel, or
otherwise using the Service, you ("Customer", "you") agree to be bound by
these Terms. If you're accepting on behalf of a business, you confirm you
have the authority to bind that business, and "you" refers to that business.
2. Description of the Service
Vyxelon is an AI-powered customer support agent that businesses connect to
their website chat widget, WhatsApp Business number, and/or email inbox.
Using a knowledge base you provide — FAQs, policies, and prior corrections —
Vyxelon answers your customers' enquiries automatically and escalates to your
team, with a summary, whenever it isn't confident in an answer.
Vyxelon is a tool that assists your support operations. You remain
responsible for the quality and accuracy of the knowledge base you provide,
for reviewing escalations promptly, and for how your business ultimately
serves its customers.
3. Accounts & eligibility
You must provide accurate registration information and keep your login
credentials secure. You're responsible for all activity that occurs under
your account. You must be at least 18 years old and have the authority to
enter into contracts on behalf of the business you're registering.
One account may own multiple projects — each project corresponds to one
business or website you're supporting — subject to the project limit of your
subscription tier, described on our Pricing page.
4. Subscriptions, fees & payment
Creating an account is free. Using the Service on a live channel requires an
active paid subscription on one of the tiers described on our
Pricing page. Subscriptions are billed monthly in
advance through our payment processor, Stripe; per-resolution overage charges
(for usage beyond your plan's included monthly allowance) are billed in
arrears for the prior billing period.
There is no separate free trial period. Fees are exclusive of any applicable
taxes, which you're responsible for. We may change our pricing from time to
time; where we do, we'll give reasonable notice and the change will take
effect from your next billing cycle. See our
Refund Policy for how refunds and
cancellations are handled.
5. Acceptable use
You agree not to use the Service to:
- Engage in illegal, fraudulent, or deceptive activity, or to harm or harass anyone;
- Reverse-engineer, decompile, scrape, or attempt to extract the underlying software or AI models;
- Resell, sublicense, or provide the Service to third parties as a standalone offering without our prior written consent;
- Upload knowledge base content or other material you don't have the right to use; or
- Violate the acceptable use policies of our sub-processors (including our AI, messaging, and payment providers).
We may suspend accounts that breach this section, in line with Section 13.
6. Your content & knowledge base
You retain all rights to the knowledge base content, business information, and
other materials you upload or connect to Vyxelon ("Customer Content"). You
grant us a licence to host and process Customer Content solely to provide and
improve the Service for you.
You're solely responsible for ensuring Customer Content is accurate, lawfully
obtained, and that you have the right to use it — including any personal data
of your own customers contained in conversation transcripts you upload or that
the Service collects on your behalf. See our
Data Processing Agreement for how we process personal
data on your instructions.
7. Third-party services
Vyxelon relies on third-party infrastructure and AI providers to operate,
including large language model providers (such as OpenAI and Anthropic),
Cloudflare (hosting and data storage), Stripe (payment processing), Twilio
(WhatsApp messaging), and email delivery providers. We aren't responsible for
outages, errors, or changes originating from these providers, though we work
to minimise their impact on you and keep our
list of sub-processors current.
8. Intellectual property
The Service — including its underlying software, models, design, and
branding — is owned by InnInk Limited and its licensors. Nothing in these
Terms transfers ownership of the Service to you. Feedback you give us about
the Service may be used by us without restriction or compensation to you.
9. Confidentiality
Each party will protect the other's confidential information with at least
the same care it uses for its own confidential information of similar
importance, and use it only to perform under these Terms. This doesn't apply
to information that's publicly available, independently developed, or
required to be disclosed by law.
10. Disclaimers
The Service is provided "as is" and "as available." AI-generated responses may
occasionally be inaccurate or incomplete — Vyxelon is a support tool, not a
substitute for your own judgment on matters requiring it, and you're
responsible for reviewing escalations and for how your business ultimately
responds to its customers.
To the maximum extent permitted by law, we disclaim all warranties, express or
implied, including merchantability, fitness for a particular purpose, and
non-infringement.
11. Limitation of liability
To the maximum extent permitted by law, InnInk's total liability arising out
of or relating to these Terms or the Service is limited to the fees you paid
us in the 12 months before the claim arose. Neither party is liable for
indirect, incidental, special, consequential, or punitive damages, or for lost
profits or lost data, even if advised of the possibility.
Nothing in these Terms limits liability that cannot be limited under
applicable law, including for death or personal injury caused by negligence,
or for fraud.
12. Indemnification
You'll indemnify and hold InnInk harmless from third-party claims arising from:
your Customer Content, your use of the Service in violation of these Terms or
applicable law, or your own business's dealings with its customers.
13. Term & termination
These Terms apply for as long as you have an account. You can cancel your
subscription at any time from your dashboard; cancellation takes effect at the
end of your current billing period — see our
Refund Policy for details on fees already
paid.
We may suspend or terminate your account for material breach of these Terms,
non-payment, or if required by law, giving notice where reasonably
practicable. On termination, your right to use the Service ends; provisions
that by their nature should survive — including payment obligations already
accrued, confidentiality, and limitation of liability — continue to apply.
14. Changes to these Terms
We may update these Terms from time to time. We'll post the updated Terms here
with a new effective date, and where changes are material we'll make
reasonable efforts to notify you, such as by email. Continuing to use the
Service after changes take effect means you accept them.
15. Governing law & disputes
These Terms are governed by the laws of England and Wales, without regard to
conflict-of-law principles. Any dispute not resolved informally will be
subject to the exclusive jurisdiction of the courts of England and Wales.
16. General provisions
If any provision of these Terms is found unenforceable, the remaining
provisions stay in effect. You may not assign these Terms without our consent;
we may assign them in connection with a merger, acquisition, or sale of
assets.
These Terms, together with our Privacy Policy, Data Processing Agreement
(where applicable), and Refund Policy, are the entire agreement between you
and us regarding the Service — except where a signed
Master Service Agreement between you and InnInk
expressly provides otherwise, in which case that agreement takes precedence
between the parties to it.