Publication Condition: This is a business-contract draft. Complete every placeholder field and obtain legal approval before publication.
Terms of Service
These Terms govern access to and use of the BotSpace website, Omnichannel Enquiry Desk, optional modules, integrations, activation services and related support.
BotSpace is operated by full registered legal entity, registered in country, with its registered address at verified address.
1. Agreement and eligibility
By creating a workspace, accepting an order, activating a subscription or using BotSpace, the customer agrees to these Terms. The customer confirms that:
- It is a business, organization or authorized professional.
- The person accepting has authority to bind it.
- Account and billing information is accurate.
- Its use of BotSpace is lawful.
- It will comply with applicable provider rules.
A person accepting these Terms must be at least the legal age required to enter a binding agreement. If mandatory consumer rights apply, these Terms do not exclude rights that cannot lawfully be excluded.
Contract documents
The BotSpace agreement may include: A signed order form/agreement, a data-processing addendum, a security SLA, these Terms, the Pricing page, and referenced docs.
2. Accounts and responsibilities
The customer is responsible for:
- Selecting trustworthy workspace administrators.
- Maintaining accurate account information.
- Protecting login methods and devices.
- Using individual staff accounts.
- Assigning appropriate permissions.
- Removing access when staff leave or change roles.
- Reviewing connected-channel permissions.
- Activity performed through authorized accounts.
- Reporting suspected unauthorized access promptly.
3. Subscription plans
BotSpace provides subscription plans with specified limits for: Monthly Active Enquiries, Staff users, Connected business accounts, Knowledge items, Workspaces, and Included features.
The Omnichannel Enquiry Desk is the base product. Optional operational modules, sector configurations and custom integrations may require additional fees.
Monthly and annual subscriptions
Monthly subscriptions are billed for each monthly subscription period. Annual subscriptions are paid in advance. Annual payment changes the payment schedule but does not convert monthly usage allowances into one annual pool. Each Monthly Active Enquiry allowance resets at the beginning of the applicable monthly usage period. Unused allowance does not carry forward unless expressly stated.
Renewal rules
The final Terms must state whether subscriptions:
4. Activation and implementation
Standard activation may include:
- Workspace configuration
- Initial supported-channel connections
- Business identity & operating-hour settings
- Standard enquiry fields & knowledge import
- Basic assignment, handoff & workflows
- Testing & administrator onboarding
- Go-live assistance
Activation does NOT automatically include:
- Extensive data cleaning or complex migration
- Custom software/API development
- Historical conversation import
- Legal or privacy consulting
- Unlimited training
- Customer-content creation
- Provider charges
Customer dependencies
The customer must provide timely authorized access, accurate business info, approved knowledge, staff details, privacy wording, testing participation, and required approvals. Delays caused by missing customer information, provider review or third-party access may change the implementation schedule.
Specify acceptance criteria, revision limits and refund treatment in the applicable order.
5. Monthly Active Enquiries (MAE)
A Monthly Active Enquiry is ONE distinct customer request with at least one qualifying customer-facing interaction during a monthly usage period.
An enquiry is counted once during that period regardless of the number of messages, replies, staff assignments or internal actions it contains.
Qualifying activity includes:
- A customer message successfully received
- A submitted website enquiry
- A staff reply sent through BotSpace
- An AI response sent through BotSpace
- A customer-facing workflow message
These do NOT activate an enquiry:
- Internal notes & status/assignment changes
- Internal workflow actions
- Quotation drafts not sent to the customer
- Supplier tasks & recognized testing/spam
- Duplicate provider events
- Failed message delivery
- A chatbot greeting without customer interaction
Cross-channel enquiries
Conversations across different channels count as one enquiry only when BotSpace can reliably identify and merge them. BotSpace must not split one enquiry into additional records solely to increase usage.
Optional modules
Internal use of Travel CRM, quotation, booking, supplier, dashboard or workflow modules does not create another Monthly Active Enquiry unless it results in qualifying customer-facing activity.
6. Additional usage and authorization
If the customer approaches its plan allowance, BotSpace should provide usage alerts at 70%, 85% and 100%. Additional usage is provided in blocks of 100 MAE at the published price.
An additional block:
- Requires manual approval unless pre-authorized.
- Applies to the current monthly usage period and expires at the end of that period (does not carry forward).
- Does not permanently change the base plan and appears separately in billing.
Customer treatment at 100% usage must be recorded before activation.
7. Provider charges
External providers may charge separately for: WhatsApp messaging, SMS, Email, Payments, AI usage outside agreed allowance, Automation, Booking, and customer-selected integrations.
Provider charges are not included unless expressly stated. The customer remains responsible for charges billed directly to its provider accounts. Provider pricing and rules may change independently of BotSpace.
8. Customer content
The customer retains rights in Customer Content (conversations, leads, knowledge, quotations, etc.). The customer grants BotSpace a limited right to process it as necessary to provide, secure, and support the service.
The customer must not upload:
- Unlawfully obtained info or infringing material
- Passwords or full payment-card info
- Malware or prohibited sensitive information
9. Data-processing roles
BotSpace determines purposes for website operation, sales, billing, security, and legal compliance. For customer-controlled conversations, leads, knowledge, and operational records, BotSpace normally processes information according to the customer's instructions. The Privacy Policy and DPA provide further detail.
10. Confidentiality
The receiving party must use confidential information only for the agreed purpose, protect it with reasonable safeguards, limit access, and not disclose it except as permitted.
Confidential information does not include info that is publicly available without breach, already lawfully known, independently developed, or mandated by law.
Approve confidentiality duration and trade secrets treatment before publication.
11. Intellectual property
BotSpace retains rights in the service, software, templates, documentation, branding, and improvements. The subscription grants a limited right to use the service, not ownership.
AI-generated output
BotSpace does not guarantee AI output is unique, accurate, legally protectable, or suitable without review. The customer must review output before relying on it.
Third-party & Open-source
BotSpace may include third-party components (e.g., based on ChatbotX). Upstream maintainers do not become parties to the agreement and do not automatically provide customer support or warranties.
12. Acceptable use
The customer must not use BotSpace to:
- Violate applicable law or rights.
- Send unlawful spam or deceptive messages.
- Harass, threaten or discriminate.
- Attempt unauthorized access or bypass controls.
- Collect unrestricted credentials.
- Access another customer's information.
- Misrepresent AI output as verified fact.
- Conduct unlawful surveillance.
- Process prohibited sensitive information.
13. Third-party services
BotSpace depends on third parties (messaging channels, AI, hosting). BotSpace is not responsible for independent account suspension, outages, pricing changes, or rejection of channel templates by third parties.
14. Custom integrations
Custom integrations require a written scope defining requirements, responsibilities, testing, and fees. An estimate does not create a commitment. Changes requested after approval may require a new estimate/order.
15. Payment and taxes
For Nepal-market plans, prices are stated in NPR. The customer is responsible for applicable taxes. Specify tax inclusion, due dates, late-payment treatment, failed-payment process, and non-Nepal currency treatment.
16. Upgrades & downgrades
A downgrade takes effect on the agreed renewal date.
Downgrading must not silently delete Customer Content.
Information above limits may become read-only while the customer removes/exports it. Specify the available resolution period.
17. Cancellation and refunds
The customer may cancel according to the process and notice period stated in the applicable order. Cancellation does not automatically cancel customer-controlled provider accounts.
Data after cancellation
Define workspace access after cancellation, export availability/period, active-system deletion schedule, and backup expiry.
18. Suspension & termination
BotSpace may suspend access for non-payment, security risk, unlawful use, or material breach. Notice should be provided where appropriate, but immediate suspension may be required for security. Either party may terminate for an unresolved material breach. Cure period and termination procedure require legal approval.
19. Service availability
The service depends on internet connectivity and third-party providers. Unless a written SLA states otherwise, BotSpace does not guarantee uninterrupted operation, continuous human monitoring, or immediate support response.
Travelers must not rely on BotSpace as an emergency-response service.
20. Warranties & disclaimers
BotSpace does NOT guarantee that:
- AI output is complete or accurate.
- Every enquiry will be converted or message delivered.
- A provider will approve an account.
- A workflow will fit every business process.
- Customer knowledge is correct.
- A quotation/booking reflects external reality without verification.
The customer remains responsible for reviewing customer-facing information and consequential actions.
21. Liability & indemnification
This section requires specific legal and commercial decisions.
Define: Excluded losses, direct-loss treatment, liability cap, data protection caps, customer indemnification, and claim procedures.Do not copy a foreign SaaS liability clause without assessing whether it is enforceable under the chosen governing law.
22. Governing law
These Terms are governed by the laws of approved jurisdiction. Any dispute will be handled through resolution method in approved location.
Specify notice procedure, informal-resolution period, language, venue, costs, and mandatory consumer rights.
23. Changes to these Terms
BotSpace may update these Terms when its services, pricing model, providers or legal requirements change. For material changes, BotSpace should provide advance notice. Material changes may require renewed acceptance.
24. Contact
Full legal name
Monitored legal route
Verified address
Verified support route
Use Product Support for ordinary technical issues, Billing for invoice or usage questions, Privacy for personal-information requests and Security for suspected compromise.
Internal Implementation Checklist
This section is for internal tracking and must be removed prior to public launch.
Required acceptance implementation
- Show an unchecked acceptance box at account creation.
- Link directly to the applicable Terms.
- Identify the version and effective date.
- Record the accepting user, workspace, and timestamp.
- Store the accepted document version or cryptographic hash.
- Store the applicable order and pricing snapshot.
- Require renewed acceptance for approved material changes.
- Provide the customer with access to the accepted terms. (Consent to marketing must remain separate.)
Nepal legal review
If operated/contracted from Nepal, counsel must assess against the National Civil Code (2074), Consumer Protection Act (2075), Electronic Transactions Act (2063), and verify e-commerce legislation status.
Critical publication gates:
- Contracting legal entity and address.
- Effective date and version.
- Contract-document precedence.
- Monthly usage-period boundary and time zone.
- Behaviour at 100% usage.
- Renewal and notice rules.
- Tax-inclusive or tax-exclusive pricing.
- Invoice due date and dispute period.
- Late-payment treatment.
- Activation acceptance and refund rules.
- Monthly and annual cancellation.
- Data-export and closure periods.
- Downgrade-resolution period.
- Breach cure period.
- Confidentiality duration.
- Service warranties.
- Liability cap and exclusions.
- Indemnification.
- Governing law and dispute forum.
- Clickwrap and version-record process.
- Alignment with Pricing, Privacy, Security and invoices.
- Canonical route, XML sitemap entry and `200` response.