Terms of Service & Acceptable Use

1. Acceptance of Terms

By accessing, registering with, connecting messaging channels to, activating advertising integrations with, or embedding the widget of ChatEasy / Ceti Harness ("the Service", "we", "us", or "our"), operated on caseshow.info and affiliated domains, you ("Customer" or "Business") agree to be bound by these Terms of Service, our Privacy Policy, and any incorporated addenda. If you are entering into these terms on behalf of a company, organization, or other legal entity, you represent and warrant that you possess the full legal authority to bind that entity to these Terms.

2. Description of Service

ChatEasy / Ceti Harness is an autonomous AI frontdesk receptionist, multi-channel communication engine, and conversational intelligence platform for businesses. The Service responds to customer inquiries, schedules calendar appointments, executes business knowledge lookups across connected communication channels (including WhatsApp Cloud API, Meta Messenger, Instagram Direct, Meta Threads, and embeddable website widgets), evaluates lead engagement signals, and prepares privacy-preserved lookalike audience and conversion events for authorized advertising networks.

3. Eligibility & Account Security

• You must be at least 18 years old and legally permitted to enter into binding contracts in your jurisdiction.
• You are responsible for the accuracy of account information and for safeguarding your login credentials, API tokens, and access keys; all activities occurring under your account credentials are deemed authorized by you.
• You must hold all necessary rights, licenses, registrations, and consents required to operate the messaging channels, advertising accounts, phone numbers, and web domains connected to your workspace.

4. Knowledge Ingestion & Website Crawl Authorization

When you submit a domain name for automated crawling or upload proprietary documents (such as pricing sheets, catalogues, FAQs, or operating hours), you represent and warrant that you own or possess valid licenses to that content and that ingestion does not violate any third-party intellectual property, contract, robot exclusion protocol (robots.txt), or applicable law. We reserve the right to decline or remove any knowledge assets that are unlawful, defamatory, or in violation of platform policies.

5. AI Frontdesk Receptionist Disclosures & Non-Legal/Medical Advice

The Service utilizes generative artificial intelligence and large language models to deliver autonomous frontdesk receptionist support. Responses generated by the Service constitute automated conversational assistance and informational guidance based upon the business knowledge you provide.

• No Professional or Licensed Advice: AI-generated outputs do not constitute licensed legal, medical, surgical, psychological, tax, investment, financial, or engineering advice. The Business warrants that it will not present or market the AI receptionist as a licensed professional or substitute for certified clinical or legal consultation.
• Honesty & Identity Disclosure Policy: In strict compliance with consumer protection standards and platform policies, the AI receptionist does not volunteer unsolicited disclosures of its artificial nature in everyday greetings, but it shall never deny that it is an artificial intelligence system when sincerely asked by an end-customer. The Business expressly agrees not to instruct, configure, or prompt the AI agent to falsely deny its automated nature or impersonate a human professional under inquiry.
• Supervision & Human Handoff: The Business remains solely responsible for monitoring automated conversations, curating verified knowledge bases, establishing human escalation triggers, and intervening when complex, sensitive, or high-risk matters arise.

6. Data Controller vs. Data Processor Relationship

The parties acknowledge and agree to the following legal characterization of roles under applicable data protection legislation (including the EU/UK General Data Protection Regulation (GDPR), the California Consumer Privacy Act as amended by the CPRA (CCPA/CPRA), the Kenya Data Protection Act, 2019, and similar statutes):

• Customer / Business as Data Controller: The Business is the sole Data Controller (or "Business" under CCPA/CPRA) with respect to all customer communications, conversation transcripts, customer contact details (phone numbers, email addresses, names), booking requests, and marketing attribution data processed through the Service. The Business determines the purposes and means of processing end-customer personal data.
• ChatEasy / Ceti as Data Processor: ChatEasy / Ceti operates strictly as a Data Processor (or "Service Provider" under CCPA/CPRA), processing personal data exclusively on behalf of, and pursuant to the documented instructions of, the Business, as set forth in these Terms and the Privacy Policy.
• Processing Scope: ChatEasy processes customer data solely to provide automated AI receptionist services, execute business knowledge lookups, maintain multi-tenant conversation histories, generate requested conversational intelligence reports, and synchronize hashed signals with authorized advertising platforms at the Business's explicit request.
• Compliance with Instructions: ChatEasy shall not sell, retain, use, or disclose personal data for any purpose other than for the specific business purposes specified in this Agreement, unless required by applicable law.

7. Customer Consent & Lawful Basis for Conversions API / Lookalikes

The Service provides functionality to identify high-intent buyer leads, calculate engagement signal ladder tiers, and synchronize conversion events with third-party advertising platforms, including the Meta Conversions API (CAPI) and Google Ads Customer Match.

• Warranty of Lawful Basis & User Consent: The Business explicitly represents and warrants that it possesses all necessary legal bases, authorizations, notices, and explicit end-user consents under GDPR, CCPA/CPRA, ePrivacy directives, and relevant privacy laws to collect, hash, and transmit customer identifiers (including normalized phone numbers, email addresses, and click IDs such as ctwa_clid, fbclid, fbc, and fbp) to third-party ad networks for conversion tracking, offline attribution, and lookalike audience modeling.
• Prior Opt-In / Opt-Out Compliance: The Business warrants that it maintains transparent cookie/tracking banners, clear privacy notices, and functional opt-out mechanisms on its web properties and messaging entry points before activating automated Conversions API syncing or exporting audience lists.
• Zero Message Transcript Disclosure: ChatEasy safeguards customer privacy by ensuring that raw conversation transcripts, message texts, customer inquiries, and private internal notes are NEVER transmitted to advertising networks or third-party marketing brokers. Only discrete milestone event names (e.g., Purchase, QualifiedLead, HighIntentEngagement), transaction values, click tokens, and cryptographically hashed identifiers are shared.
• Truthful Milestone Naming: The Business agrees that predicted future buyers or high-intent leads are synchronized under dedicated custom event names (such as FutureBuyerPredicted) and shall never be disguised as completed commercial purchases (Purchase).
• Affirmative In-App Consent Gate: Before first use of Conversions API synchronization or audience spreadsheet export, the Business must affirmatively execute our in-app Data Sharing Consent Gate. Any material update to our legal terms version (e.g., updates beyond 2026-10-v1) will require re-affirmation before further exports or transmissions occur.

8. De-Identified Cross-Business Craft Learning

To continually refine the conversational efficacy, turn management, empathetic pacing, and natural dialogue craft of our AI receptionist across all subscribers, ChatEasy employs automated heuristic learning algorithms.

• Aggregated & De-Identified Flow Patterns: ChatEasy may extract and analyze aggregated, structural conversational flow patterns—such as greeting word-counts, message length ratios, acknowledgment pacing, sentiment trajectories, and question-structure efficacy.
• Absolute Exclusion of Customer PII & Proprietary Assets: Cross-business learning strictly excludes customer personal data (PII), names, phone numbers, email addresses, exact message quotations, pricing figures, commercial quotes, or proprietary business knowledge. All data analyzed for craft improvement is stripped of identifiers and cannot be traced back or attributed to any individual business or end-customer.
• Strict Multi-Tenant Database Isolation: Each subscriber's workspace, raw transcripts, and knowledge embeddings remain cryptographically and logically isolated via database row-level security (RLS). No competitor or third party gains access to your business's confidential dialogues or knowledge records.

9. Acceptable Use Policy & Anti-Spam

Subscribers must use the Service in compliance with all relevant laws, the Meta Platform Terms, WhatsApp Business Policy, and the commercial messaging policies of connected platforms. You agree NOT to:

• Send unsolicited commercial bulk messages (spam) or engage in predatory or deceptive marketing practices.
• Impersonate emergency services, medical practitioners, legal counsel, or financial institutions without valid licenses.
• Process unlawful, defamatory, infringing, harmful, or deceptive content, including content violating any person's privacy rights.
• Crawl, scrape, or ingest websites, databases, or content you lack explicit legal authorization to use.
• Reverse engineer, decompile, resell, or provide service-bureau access to the Service, or attempt to extract underlying foundation model weights.
• Use the Service as the sole handling channel for life-critical, emergency, or hazardous situations.

Violations may result in immediate suspension or termination under Section 14 and statutory reporting where mandated by law.

10. Subscriptions, Billing & Cancellations

Subscription fees for Starter ($19/mo), Growth ($49/mo), and Enterprise ($99/mo) plans are billed in advance on a recurring monthly cycle (annual billing is available at a discounted multiple). All payments—including credit/debit card, bank transfer, mobile money, Apple Pay, and QR payments—are processed by our authorized payment processor, Paystack; we do not store full payment card numbers. Prices exclude applicable statutory taxes unless stated otherwise.

• You may upgrade, downgrade, or cancel your subscription at any time via the workspace billing panel with zero termination penalties; cancellation takes effect at the end of the current paid billing cycle.
• Fees already paid are non-refundable except where mandated by applicable consumer protection laws or expressly agreed in writing.
• Failed payments may result in temporary suspension of message routing and AI receptionist processing until the outstanding balance is settled.

11. Third-Party Platform Dependencies

The Service relies upon external APIs and platforms—including Meta (WhatsApp Cloud API, Facebook Messenger, Instagram Direct, Threads), Google Ads, Supabase, Paystack, and AI inference providers (such as DeepSeek, Gemini, NVIDIA NIM, and Groq). Platform rate limits, API deprecations, service outages, or administrative policy actions imposed by those third-party platforms may impact functionality and do not constitute a breach of this Agreement by ChatEasy.

12. Intellectual Property & Business Data

The Business retains full ownership, title, and intellectual property rights in and to its brand, trademarks, customer contact lists, conversation transcripts, and uploaded knowledge documents. We claim no ownership over your proprietary business data. You grant us a limited, worldwide, non-exclusive license to host, parse, transmit, and display that data solely as required to provide, support, and secure the Service. ChatEasy retains all rights, title, and interest in and to the Service software, models orchestration, algorithms, UI dashboards, and system documentation.

13. Availability & Support

We endeavor to maintain high availability for core AI message dispatching and webhook routing, targeting 99.9% uptime as an engineering benchmark. Scheduled maintenance windows and third-party upstream outages are excluded from availability calculations. Unless stipulated in a signed enterprise service level agreement (SLA), availability targets represent operational objectives and do not create financial service-credit liabilities.

14. Suspension & Termination

You may terminate your account at any time by cancelling your active subscription. We may suspend or terminate your access immediately if: (a) required to comply with court orders, regulatory rulings, or third-party platform directives; (b) you materially breach these Terms or our Acceptable Use Policy; or (c) subscription fees remain unpaid following formal notice. Upon account termination, your access to AI dispatch terminates, and you may export your workspace data within thirty (30) days, after which data is deleted in accordance with our Privacy Policy.

15. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE COMPLETELY UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, OR THAT AI RESPONSES AND AUDIENCE SIGNALS WILL PREDICT CONVERSIONS WITH CERTAINTY.

16. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL CHATEASY, CETI HARNESS, ITS AFFILIATES, OFFICERS, DIRECTORS, OR EMPLOYEES BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH THE SERVICE. OUR TOTAL AGGREGATE LIABILITY ARISING FROM ALL CLAIMS SHALL NOT EXCEED THE TOTAL FEES ACTUALLY PAID BY YOU TO CHATEASY IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

17. Indemnification for Third-Party Ad Transmission & General Indemnity

The Business agrees to defend, indemnify, and hold harmless ChatEasy / Ceti Harness, its corporate affiliates, officers, directors, employees, and agents from and against any and all claims, demands, actions, regulatory proceedings, liabilities, losses, damages, fines, penalties, settlements, and expenses (including reasonable attorneys' fees and legal costs) arising out of or relating to:

• Third-Party Ad Network Transmissions: The collection, normalization, hashing, and transmission of customer data, phone numbers, email addresses, and click IDs to Meta Conversions API (CAPI), Google Ads, or other advertising networks, including any failure by the Business to obtain required user consents, notices, or legal bases under GDPR, CCPA/CPRA, or local privacy laws;
• Customer Inquiries & Content: Your business knowledge assets, uploaded documents, crawl targets, and interactions with end-customers;
• Platform Policy Infringements: Any breach of Meta Platform Terms, WhatsApp Business Messaging Policies, Google Ads Policies, or other third-party terms caused by your use of the Service; or
• Breach of Warranties: Any material breach by you of these Terms or applicable privacy and consumer protection statutes.

18. Governing Law & Dispute Resolution

These Terms and any disputes arising out of or related hereto shall be governed by and construed in accordance with the laws of the Republic of Kenya, without giving effect to any conflict of law principles. The parties submit to the exclusive jurisdiction of the competent courts of Nairobi, Kenya, except that either party may seek emergency injunctive relief in any court of competent jurisdiction to protect intellectual property or prevent unauthorized data disclosures.

19. Changes to These Terms

We may update these Terms from time to time to accommodate evolving technical capabilities, ad platform requirements, or statutory changes. Material changes will be communicated via the dashboard or registered email at least fourteen (14) days prior to their effective date. When terms regarding audience data sharing or ad platform synchronization are modified, businesses will be prompted to re-affirm consent before further ad network transmissions take place. Continued use of the Service after the effective date constitutes full acceptance of the updated Terms.

20. Contact Information & Legal Notices

For legal inquiries, formal notices, or data protection officer communications, contact us at:

Email: legal@caseshow.info | privacy@caseshow.info
Legal Entity: ChatEasy / Ceti Harness
Website: https://caseshow.info