The agreement between your business and ChatGuru: what you can expect from the Service, what you are responsible for, how billing works, what happens to your data, and the limits of our liability when an AI answer gets something wrong.
This summary is for readability only. The numbered sections below are the terms that actually apply.
These Terms of Service (the Terms) are a legally binding agreement between Tiny Schedule Ltd, a company registered in England and Wales under number 15219869 whose registered office is at 20 Wenlock Road, London, N1 7GU, United Kingdom (ChatGuru, we, us), and the organisation that opens a ChatGuru account (you, the Customer).
They apply when you create an account, click to accept them, or use the Service. If you do not accept them, do not use the Service.
Our Privacy Policy forms part of these Terms and explains how personal data is handled.
These are business-to-business terms. ChatGuru is sold for use in a trade or business, not for personal use, and consumer contract rules are not intended to apply. If you nevertheless contract with us as a consumer, nothing in these Terms removes or limits your statutory rights.
You must be at least 18 and have authority to enter into these Terms on behalf of your organisation. If you accept these Terms for an organisation, you confirm you have that authority and that the organisation is bound.
Keep your account details accurate, keep your credentials confidential, and tell us promptly at hello@chatguru.co if you suspect unauthorised access.
You may invite team members. You are responsible for what everyone on your account does, for removing people who no longer need access, and for making sure they follow these Terms.
New accounts get a 14-day free trial, followed by a short grace period before access is limited. We may change or withdraw trials for future sign-ups at any time.
Paid plans are billed in advance and renew automatically for successive periods until cancelled. Fees are stated at sign-up and in your dashboard. Unless stated otherwise, fees exclude VAT and other taxes, which you must pay in addition where they apply.
Payments are taken by Stripe. By subscribing you authorise us to charge your payment method for each renewal. If a payment fails we may retry it, and your account may become past due and then locked until payment succeeds. We may charge statutory interest on late payments.
You may cancel at any time from your dashboard or by emailing us. Cancellation stops the next renewal and takes effect at the end of the period you have already paid for. We do not give refunds for part-used periods, unused capacity, or periods where you chose not to use the Service. This does not affect any refund we are required to give by law.
We may change our prices. We will give you at least 30 days’ notice by email before a change applies to your renewals, and you can cancel before it takes effect if you do not accept it.
ChatGuru answers Guests using the information you give it. What it says therefore depends on what you put in.
You are solely responsible for your Customer Content and for the consequences of the Service using it to answer Guests — including where an answer is wrong because your knowledge base was wrong, incomplete or out of date.
You represent and warrant that:
You are responsible for reviewing the knowledge base and the answers your Guests receive, and for correcting anything that is wrong. Where the Service escalates a conversation or flags that it could not answer, acting on that is up to you.
The Service uses large language models to generate answers, translations and suggested knowledge entries. It is designed to answer only from your Customer Content, and to say so when it does not know. It is still an automated, probabilistic system.
Output may be inaccurate, incomplete, out of date, mistranslated or inappropriate, even where your Customer Content is correct. We do not warrant that any Output is accurate or fit for any purpose. You use the Service and its Output entirely at your own risk.
Do not rely on the Service for anything safety-critical, medical, legal, financial, or where an error could cause loss or harm — including emergency information, medical or allergy guidance, security or access instructions, and legal or regulatory requirements. Output is not professional advice.
Where the law requires it, you must tell Guests that they are interacting with an AI system. The Service is configured to do this by default, and you must not disable, obscure or misrepresent it.
Output is generated automatically. Identical or similar Output may be generated for other customers, and we make no claim that Output is unique.
Answers are sent to Guests in your name. You are responsible for the communications your account sends, whether written by AI or by your staff.
As between you and us, you own your Customer Content, and you control the Guest Data collected through your chat. We do not claim ownership of it.
You grant us a worldwide, non-exclusive, royalty-free licence to host, store, copy, transmit, translate, adapt, analyse and display your Customer Content, Guest Data and Output, and to pass them to our sub-processors, in each case so that we can provide, secure and support the Service. This licence lasts as long as we hold the content.
You also grant us a perpetual, irrevocable, worldwide, royalty-free, transferable and sublicensable licence to use conversations, Output and Usage Data in aggregated or de-identified form to operate, develop, train, evaluate, improve, market and commercialise our products and services — including creating statistics, benchmarks, insights, research, datasets and models, and licensing or selling those to third parties.
All aggregated and de-identified data, and everything we derive from it, belongs to us. It is not personal data and is not your Confidential Information, and it survives the end of this agreement. You warrant that you have the rights, notices and permissions needed for you to grant this licence.
The limits on that licence. We will not sell personal data, and we will not disclose data from which you, your business or an individual Guest could reasonably be identified. We will not disclose your Customer Content, knowledge base or Guest lists to another customer. If you would rather your organisation were excluded even from aggregated and de-identified use, email hello@chatguru.co and we will exclude you.
We own the Service — the software, models, prompts, designs, documentation, trade marks and everything else we provide — and all intellectual property in it. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service for your own business during your subscription, and nothing more. Feedback you send us may be used freely and without obligation.
For Guest Data, you are the controller and we are your processor under UK and EU data protection law. For your account, billing and website data, we are the controller.
As your processor we will:
The subject matter is the provision of the Service; the duration is the term of this agreement; the nature and purpose is guest messaging and AI-assisted replies; the data covers Guest messages and any contact details Guests provide; and the data subjects are your Guests and staff. If your organisation requires a signed standalone data processing agreement, email hello@chatguru.co.
You must not, and must not allow anyone else to:
We work to keep the Service available and reliable, but we do not promise it will be uninterrupted or error-free, and we do not offer a service level guarantee unless we have agreed one with you separately in writing.
We may carry out maintenance, and will try to schedule anything disruptive outside busy periods and give notice where we reasonably can. Urgent security work may happen without notice.
We improve the Service continuously and may add, change or remove features. We will not make a change that materially reduces core functionality for your current plan without at least 30 days’ notice, and if such a change materially disadvantages you, you may cancel and we will refund any fees you have paid for the period after cancellation.
The Service depends on third parties — hosting, AI providers, payment and email providers. Interruptions or changes at those providers may affect the Service, and we are not responsible for their acts or omissions beyond our own obligations here.
Each of us may receive non-public information from the other. Each of us will keep the other’s confidential information secret, use it only for this agreement, and protect it with at least reasonable care.
This does not apply to information that is public through no fault of the recipient, was already known to the recipient, is independently developed, or is lawfully received from someone else. Either of us may disclose confidential information where the law or a court requires it, giving the other notice where permitted.
To the maximum extent permitted by law, the Service and all Output are provided “as is” and “as available”, without warranty of any kind.
We exclude all conditions, warranties and other terms implied by statute, common law or otherwise, including any implied terms as to satisfactory quality, fitness for a particular purpose, accuracy, or non-infringement.
In particular, we do not warrant that the Service will meet your requirements, operate without interruption or error, be secure against every threat, that defects will be corrected, or that any Output will be accurate, complete, current, appropriate or suitable for any purpose.
Nothing in these Terms limits or excludes either party’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded. The rest of this section is subject to that.
We are not liable for any of the following, whether in contract, tort (including negligence), breach of statutory duty or otherwise, and whether or not we were advised of the possibility: loss of profits, revenue, bookings, business, contracts, goodwill or reputation; loss of anticipated savings; loss, corruption or unavailability of data; business interruption; or any indirect, special or consequential loss.
We are not liable for loss or damage arising from the content or accuracy of your Customer Content; any Output, including any answer given to a Guest that is wrong, incomplete or inappropriate; your reliance on the Service or on Output; any claim brought by a Guest or by a booking platform; or your failure to review or supervise what the Service sends on your behalf.
Our total aggregate liability arising out of or in connection with this agreement is limited to the total fees you paid us in the 12 months immediately before the event giving rise to the claim, or £100 if that is greater.
You accept that the Service is a support tool, not a replacement for your own judgement, and that these limits reflect the price of the Service and the allocation of risk between us. Each provision of this section applies separately; if any part is held unenforceable, the rest continues to apply.
You will indemnify us, and our officers, employees and contractors, against all losses, damages, liabilities, fines, costs and reasonable legal fees arising out of or in connection with:
We will notify you of any such claim, let you control its defence with counsel of your choice, and give you reasonable cooperation at your expense. You may not settle a claim in a way that imposes any obligation or admission on us without our written consent.
This agreement starts when you first accept it or use the Service and continues until terminated.
You may terminate at any time by cancelling your subscription and closing your account.
We may terminate for convenience on 30 days’ written notice, refunding fees you have paid for the period after termination. We may terminate or suspend immediately if you materially breach these Terms and do not fix it within 14 days of notice, if you fail to pay, if we reasonably believe your use creates a legal or security risk to us or others, or if you become insolvent.
Where practical we will warn you before suspending. Suspension does not pause your obligation to pay fees for the period of suspension where it results from your breach.
On termination your right to use the Service ends and any unpaid fees fall due. For 30 days after termination you may ask us for an export of your Customer Content and conversation history. After that we will delete or anonymise your data as described in our Privacy Policy. Aggregated and de-identified data under section 7 is unaffected.
Sections on your content, data rights, confidentiality, disclaimers, liability, indemnity and governing law survive termination, along with any other provision that by its nature should.
We may update these Terms as the Service and the law change. For material changes we will give you at least 30 days’ notice by email or in the dashboard before they take effect.
If you keep using the Service after a change takes effect, you accept it. If you do not accept it, cancel before it takes effect and we will refund any fees paid for the period after cancellation. Minor changes — clarifications, corrections, and changes required by law — may take effect immediately.
Entire agreement. These Terms and our Privacy Policy are the whole agreement between us about the Service and replace anything said or written before. Neither of us relies on any statement not set out in them, though nothing excludes liability for fraudulent misrepresentation.
Assignment. You may not assign or transfer this agreement without our written consent. We may assign it to a group company or in connection with a merger, reorganisation or sale of our business.
Subcontracting. We may use subcontractors and sub-processors to provide the Service, and we remain responsible for their performance.
Force majeure. Neither of us is liable for failure or delay caused by events beyond our reasonable control, including failures of third-party infrastructure, provided we tell the other and try to resume promptly.
No partnership. Nothing here creates a partnership, joint venture, agency or employment relationship between us.
Severability and waiver. If any provision is held invalid, the rest continues in force, and the invalid provision is treated as modified to the minimum extent needed to make it enforceable. A delay in enforcing a right is not a waiver of it.
Third parties. Nobody other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, except that our officers, employees and contractors may enforce section 14.
Notices. We will send notices to the email address on your account. Send formal notices to us at hello@chatguru.co, or by post to our registered office in section 1.
Publicity. We may name you as a customer and use your logo on our website and in materials, unless you tell us not to at hello@chatguru.co.
These Terms and any dispute arising out of them, including non-contractual disputes, are governed by the law of England and Wales.
The courts of England and Wales have exclusive jurisdiction to settle any such dispute. Before starting proceedings, please contact us at hello@chatguru.co so we can try to resolve the matter directly.
For questions about these Terms, email hello@chatguru.co. Our registered company details are in section 1 and at the foot of this page.