Customer terms
These terms are an agreement between [company name], trading as Virtualized (“we”, “us”), company number [company number], registered office [registered office address], and the business that signs up (“you”). By using Virtualized you accept these terms and our data processing agreement, which forms part of them.
1. The service
Virtualized provides an AI chat assistant for your website. It answers visitors using the information you provide, in the visitor's language, and passes on enquiries when visitors leave their contact details. You manage it from your dashboard.
Virtualized is for businesses only. You confirm you are using it for your trade or business and not as a consumer.
2. Plans, usage and payment
- Starter: up to 200 conversations a month; replies in English
- Professional: up to 1,000 conversations a month; replies in 30+ major languages
- Business: up to 3,000 conversations a month; replies in every language, including African languages
Replies in languages other than English are produced by AI and can contain mistakes, particularly in less widely written languages. Voice input and read-aloud depend on the visitor's device and are not available in every language.
A conversation is one chat with one visitor, counted when it starts. When you reach your monthly limit, new visitors see a short message saying the assistant is unavailable until the next month; conversations already under way continue. Unused conversations do not carry over.
The price of each plan is the one shown on our website or agreed with you when you subscribe. Fees are payable monthly in advance and exclude VAT, which is added where applicable. We may change prices with at least 30 days' notice; the new price applies from your next billing month.
3. Your responsibilities
- Keep the information you give your assistant accurate and up to date, including prices, stock and opening hours. The assistant repeats it as given.
- Check enquiries before acting on them and respond to your customers yourself. The assistant does not make bookings, agree prices or enter contracts for you.
- Tell your website visitors, in your own privacy policy, that you use Virtualized to run your website chat (we suggest wording in your dashboard).
- Keep your sign-in details secure and tell us promptly if you think someone else has used them.
- Comply with the law, including data protection, consumer protection and advertising rules, in how you use the assistant.
4. Acceptable use
You must not use Virtualized:
- for anything unlawful, fraudulent, misleading or harmful, or to impersonate another person or business;
- to collect payment card details, passwords, or special category data such as health information, through the chat;
- on websites aimed at children;
- to give medical, legal or financial advice, or as the only route for emergencies; or
- in a way that breaches the usage policies of our AI provider, or tries to misuse, overload or break the service.
5. AI replies
Replies are produced automatically by an AI model. They are usually accurate when your information is complete, but they can be wrong or incomplete, and you should not rely on them for anything critical. The assistant tells visitors it is an AI.
6. Availability and changes
We aim to keep Virtualized available at all times but do not guarantee uninterrupted service, for example during maintenance or problems with our providers. We may improve or change features; we will tell you before removing a feature you rely on.
7. Your data
You own your content and your customers' data. We process visitors' personal data on your behalf under our data processing agreement, and our own handling of your account data is described in our privacy notice. You can download your enquiries from your dashboard at any time.
8. Cancelling and suspension
You can cancel at any time by telling us; the service continues until the end of the month you have paid for, and fees already paid are not refunded. We may suspend or end your account if fees are unpaid for 14 days after a reminder, or if you seriously or repeatedly break these terms. We may end the service for everyone with at least 60 days' notice. When your account ends, we delete your chats and enquiries within 30 days, so download anything you want to keep before then.
9. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
Subject to that, we are not liable for loss of profits, sales, business or goodwill, or for any indirect or consequential loss, and our total liability to you in any 12-month period is limited to the fees you paid us in that period.
You are responsible for the information you give your assistant and for how you use it, and you agree to cover our reasonable losses if a third party makes a claim against us because of your content or your breach of these terms.
10. General
We may update these terms by giving you at least 30 days' notice by email; continuing to use Virtualized after that means you accept the change. If any part of these terms is found unenforceable, the rest still applies. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
Questions: [contact email address].