Terms of Service

These Terms of Service ("Terms") form a legally binding agreement between you ("Customer", "you") and Freemi ("Freemi", "we", "us", "our"), the provider of the Freemi platform and related products including Freemi Studio, Concierge, Voice, WhatsApp, and Bookings (together, the "Service"). By creating an account, accessing the Service, clicking "I agree", or using any part of the Service, you confirm that you have read, understood, and agreed to be bound by these Terms and our Privacy Policy. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity, and "you" refers to that entity.

Agent

An AI employee configured by or for you to operate within the Service.

Customer Content

Data, text, files, configuration, and other materials you submit to, store in, or process through the Service.

End User

Any natural person who interacts with your Agents (e.g. your customers, leads, or contacts).

Documentation

The product guides, help centre articles, and technical specifications we publish.

Order

A subscription plan, invoice, or order form through which you purchase access to the Service.

Subscription Term

The period during which you are entitled to use the Service, as set out in your Order.

Freemi provides a cloud-based platform of AI employees that handle customer communications, bookings, lead follow-up, and other operational workflows on your behalf, integrated with channels and tools you connect (such as email, WhatsApp, telephony, and CRMs). We host, operate, maintain, and improve the platform. You configure your Agents, connect your tools, and bring your business and End Users.

The Service is delivered as software-as-a-service. We may add, modify, or remove features over time, provided we do not materially reduce the core functionality of your paid subscription during its then-current Subscription Term.

• You must provide accurate, current, and complete information at sign-up and keep it up to date.
• You are responsible for all activity that occurs under your account, whether authorised or not.
• You must keep credentials secret, use strong passwords, and enable multi-factor authentication where offered.
• You must notify us without undue delay of any suspected unauthorised access, credential compromise, or security incident affecting your account.
• One account per business entity unless otherwise agreed with us in writing.

You must be at least 18 years old and legally able to form a binding contract. The Service is intended for business use, not for personal or household use. You may not use the Service if you are located in, or are a national or resident of, a country subject to applicable trade sanctions, or if you are on any government list of prohibited or restricted parties.

You agree that you will not, and will not permit any user or End User to:

• Send spam, unsolicited marketing, or communications that violate anti-spam, telecoms, or consumer protection laws;
• Harass, threaten, defame, or impersonate any person, or collect information about others without their consent;
• Upload, generate, or transmit content that is unlawful, infringing, defamatory, obscene, or that promotes violence or discrimination;
• Use the Service to make decisions that produce legal or similarly significant effects on individuals without appropriate human oversight;
• Reverse-engineer, decompile, scrape, probe, or attempt to discover the source code, models, or infrastructure of the Service, except to the extent permitted by mandatory law;
• Circumvent rate limits, security controls, or usage restrictions, or use automated means to access the Service except through documented APIs;
• Resell, sublicense, white-label, or commercially redistribute the Service without a written partnership agreement;
• Use the Service to train a competing AI product or to benchmark against Freemi for the purpose of building a competing service;
• Interfere with or disrupt the integrity or performance of the Service, or attempt to gain unauthorised access to other customers' data.

You retain all right, title, and interest in and to Customer Content. You grant Freemi a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, display, process, and create derivative works of Customer Content solely to the extent necessary to (a) provide, maintain, and improve the Service; (b) route and respond to End User communications; (c) generate analytics and reports inside your dashboard; and (d) comply with law. You represent and warrant that you have all rights, consents, and lawful bases required to provide Customer Content to us and to authorise the processing described in these Terms.

The Service uses machine learning models that generate probabilistic output. Output may be inaccurate, incomplete, or unexpected. You are responsible for reviewing and validating AI output before relying on it for material business, legal, medical, financial, or safety-critical decisions. To the extent permitted by law and subject to our intellectual property rights in the underlying models, as between you and Freemi, you own the output generated for your account. Because models can produce similar output for different customers, we make no claim of uniqueness.

The Service connects with third-party tools (e.g. Gmail, Google Calendar, Slack, HubSpot, Stripe, WhatsApp, Salesforce, Notion, Zapier, Make). When you enable an integration, you authorise us to exchange data with that third party on your behalf, subject to its terms and privacy policy. Freemi is not responsible for any third-party service, its availability, or its data practices. If a third party changes or discontinues its API, we may need to modify or suspend the corresponding integration.

• Paid plans are billed monthly or annually in advance, in the currency shown at checkout, via our payment processor.
• Usage beyond plan limits (such as additional messages, minutes, or seats) is billed at the published overage rates.
• Fees are exclusive of VAT, GST, sales, and similar taxes, which you are responsible for paying except where we are legally required to collect and remit them.
• Invoices are payable within 14 days of the invoice date. Late payments accrue interest at 1.5% per month or the maximum rate permitted by law, whichever is lower.
• All fees are non-refundable except where expressly stated or required by law. Downgrades take effect at the end of the current billing period.
• We will give you at least 30 days' prior notice of any price change affecting your plan. The new price applies from your next renewal.

We may offer free trials and beta or preview features. Trials and betas are provided "as is", without warranties of any kind, and may be modified or discontinued at any time. We may limit access, features, or usage during a trial or beta. If you do not cancel before the end of a trial, your account will convert to a paid plan and you will be billed at the then-current rate.

We aim for high availability but do not guarantee the Service will be uninterrupted or error-free. Scheduled maintenance, emergency maintenance, and factors outside our reasonable control may cause downtime. Customers on eligible plans are covered by a separate Service Level Agreement available on request.

The Service, Documentation, platform software, models, trademarks, and all related intellectual property are and will remain the exclusive property of Freemi and its licensors. These Terms do not grant you any right, title, or interest in the Service except the limited, revocable, non-transferable, non-exclusive licence to use the Service during your Subscription Term in accordance with these Terms. Feedback you provide about the Service may be used by us without restriction or obligation to you.

Each party may disclose confidential information in connection with the Service. The receiving party will protect the other's confidential information with at least the same degree of care it uses for its own (but no less than reasonable care), use it only to perform its obligations under these Terms, and disclose it only to personnel and subcontractors bound by equivalent confidentiality obligations. Confidentiality obligations do not apply to information that is or becomes public through no fault of the receiving party, is independently developed, is rightfully obtained from a third party, or must be disclosed by law.

Where Freemi processes personal data on your behalf, we act as a processor and you act as a controller (as those terms are defined in the EU/UK GDPR). Our Privacy Policy describes our practices. A Data Processing Agreement (DPA), including Standard Contractual Clauses for international transfers where applicable, is available on request at privacy@freemi.ai and forms part of these Terms when executed.

We may suspend or restrict your access to all or part of the Service if (a) your account poses a security, legal, or operational risk; (b) you are in material breach of these Terms; (c) we reasonably suspect fraud or abuse; or (d) a payment is more than 14 days overdue. We will give you prior notice where practicable and restore access once the underlying issue is resolved.

• You may cancel your subscription at any time from your dashboard. Cancellation takes effect at the end of the current billing period.
• Either party may terminate for material breach not cured within 30 days of written notice.
• We may terminate immediately for breach of Section 6 (Acceptable use), insolvency events, or where required by law.
• On termination, your right to use the Service ends. You can export your data through the dashboard or API for 30 days after termination, after which we will delete or anonymise Customer Content within 90 days, except where retention is required by law.
• Sections intended to survive termination (including Sections 7, 13, 14, 18-20, 23-25) will continue in effect.

Except as expressly stated in these Terms, the Service is provided "as is" and "as available", without warranties of any kind, whether express, implied, statutory, or otherwise. To the maximum extent permitted by law, Freemi disclaims all warranties, including merchantability, fitness for a particular purpose, non-infringement, accuracy of AI output, and availability. We do not warrant that the Service will meet your requirements or that results obtained from the Service will be accurate, reliable, or free of errors or interruptions.

You will defend, indemnify, and hold harmless Freemi and its affiliates, officers, employees, and agents from and against any third-party claims, damages, liabilities, and reasonable legal fees arising out of or related to (a) Customer Content, (b) your use of the Service in breach of these Terms or applicable law, or (c) your violation of any third-party rights. Freemi will defend you against claims that the Service, as provided and used in accordance with these Terms, infringes the intellectual property rights of a third party, subject to the liability cap in Section 20 and reasonable cooperation from you.

To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for lost profits, lost revenue, lost business, lost goodwill, or lost or corrupted data, arising out of or related to these Terms, even if advised of the possibility. Each party's aggregate liability arising out of or related to these Terms will not exceed the total fees paid or payable by you to Freemi in the 12 months immediately preceding the event giving rise to the claim. Nothing in these Terms limits liability that cannot lawfully be limited, including for fraud, gross negligence, or wilful misconduct.

Neither party will be liable for any failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including acts of God, natural disasters, war, terrorism, civil unrest, labour disputes, government action, internet or telecommunications outages, or pandemics.

We may update these Terms from time to time. We will post the updated version on this page and update the "Last updated" date above. For material changes we will give at least 30 days' advance notice by email or in-product message before the changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms. If you do not accept the changes, you must stop using the Service before they take effect.

These Terms are governed by and construed in accordance with the laws of Ireland, without regard to conflict-of-law principles. The parties submit to the exclusive jurisdiction of the courts of Ireland for any dispute arising out of or related to these Terms, except that either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information. Nothing in this Section limits any mandatory consumer rights you may have under your local law.

Entire agreement

These Terms, together with any Order and our Privacy Policy and DPA, constitute the entire agreement between you and Freemi regarding the Service.

Assignment

You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

Severability

If any provision is held unenforceable, the remaining provisions will continue in full force and effect.

No waiver

A failure to enforce any right or provision is not a waiver of that right or provision.

Notices

We may give notices by email to the address on your account or by in-product message. You may send notices to legal@freemi.ai.

Independent contractors

The parties are independent contractors. These Terms do not create any agency, partnership, or joint venture.

No third-party beneficiaries

These Terms do not confer any rights on any third party.

Questions about these Terms? Reach us at legal@freemi.ai. For general support, email hello@freemi.ai.