Last updated: 17 July 2026
These Terms of Service ("Terms") govern your access to and use of Chatonio, an AI-first customer-support platform, including our website, operator dashboard, help-center portal, chat widget, APIs, and related services (together, the "Service"). By creating an account or using the Service, you agree to these Terms. If you are using the Service on behalf of an organisation, you accept these Terms for that organisation.
1. The Service
Chatonio lets you connect messaging channels, deploy an AI assistant, and manage customer conversations. We may add, change, or discontinue features over time. We aim for high availability but do not guarantee uninterrupted service.
2. Accounts and eligibility
You must provide accurate registration information, keep your credentials secure, and are responsible for all activity under your account. You must be legally able to enter into these Terms. You are responsible for your team members' use of the Service.
3. Acceptable use
You agree not to use the Service to: break the law; send spam or unsolicited bulk messages in violation of anti-spam rules; transmit malware; infringe others' rights; harass or harm anyone; attempt to gain unauthorised access to the Service or other users' data; or place unreasonable load on our infrastructure. We may suspend accounts that put the Service or other users at risk.
4. Plans, billing and wallet
Paid plans, message/AI usage, and add-ons are billed as described at purchase. Some features run on a pay-as-you-go balance ("wallet"), which you can fund through our supported payment methods. Your balance is used to pay for usage of the Service; except where required by law, fees and consumed balance are non-refundable. You are responsible for any taxes on your purchases.
5. AI-generated content
The Service uses AI models to generate replies and suggestions. AI output can be inaccurate or incomplete and is provided without warranty. You are responsible for reviewing and, where appropriate, supervising automated responses to your customers. Chatonio is not liable for decisions made in reliance on AI output.
6. Your content and customer data
You retain ownership of the content and customer data you submit to the Service. You grant us the rights needed to host and process it to provide the Service. You are the controller of your customers' personal data and are responsible for having a lawful basis to collect and process it, including any consent required for our chat widget and visitor features on your website. Our handling of personal data is described in the Privacy Policy.
7. The embedded widget and end-user consent
If you embed the Chatonio chat widget or enable visitor features on your own website, you are responsible for providing your visitors with the required notices and for obtaining any consent that applicable law (for example, EU/UK cookie and privacy rules) requires before the widget stores information on, or collects information from, their devices.
8. Intellectual property
The Service, including its software, design, and trademarks, is owned by Chatonio and its licensors. These Terms do not grant you any right in our intellectual property except the limited right to use the Service as permitted here.
9. Third-party services
The Service integrates with third parties (for example, messaging platforms, email delivery, payment processors, and AI providers). Your use of those integrations may be subject to the third party's own terms, and we are not responsible for third-party services.
10. Disclaimers
The Service is provided "as is" and "as available", without warranties of any kind, whether express or implied, including fitness for a particular purpose and non-infringement, to the fullest extent permitted by law.
11. Limitation of liability
To the fullest extent permitted by law, Chatonio will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data. Our total liability arising out of or relating to the Service will not exceed the amount you paid us for the Service in the three months before the event giving rise to the claim.
12. Indemnification
You agree to indemnify and hold Chatonio harmless from claims arising out of your content, your use of the Service, or your breach of these Terms or applicable law.
13. Suspension and termination
You may stop using the Service at any time. We may suspend or terminate access if you breach these Terms, fail to pay, or create risk or legal exposure for us or others. On termination, your right to use the Service ends; certain provisions (such as payment, disclaimers, and limitation of liability) survive.
14. Changes
We may update these Terms as the Service evolves. Material changes will be reflected by the "last updated" date, and continued use of the Service after changes take effect means you accept the updated Terms.
15. Governing law
These Terms are governed by the laws of the jurisdiction in which the Chatonio operating entity is established, without regard to conflict-of-law rules, and the courts of that jurisdiction will have exclusive jurisdiction, except where mandatory local consumer law provides otherwise.
16. Contact
Questions about these Terms? Email support@chatonio.com or reach us through our Help Center.