Terms of Service

Last updated: October 1, 2025

1. Agreement to Terms

By accessing or using Xetel AI's AI Agent management platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use the Service.

These Terms constitute a legally binding agreement between you ("User," "you," or "your") and Xetel AI ("Company," "we," "us," or "our").

2. Service Description

Xetel AI provides a SaaS platform that enables businesses to:

  • Create and manage AI-powered agents
  • Automate customer communications via WhatsApp, Discord, Telegram, and other messaging platforms
  • Process and analyze messages, documents, images, and audio
  • Build knowledge bases from uploaded documents
  • Configure message filtering (keyword-based and AI-powered)
  • Integrate with external services via MCP (Model Context Protocol) servers
  • Monitor conversations and analytics in real-time

3. Account Registration and Eligibility

3.1 Eligibility

You must be at least 18 years old and capable of forming a binding contract to use this Service. By registering, you represent and warrant that you meet these requirements.

3.2 Account Information

You agree to:

  • Provide accurate, current, and complete information during registration
  • Maintain and promptly update your account information
  • Maintain the security of your password and account credentials
  • Accept responsibility for all activities under your account
  • Notify us immediately of any unauthorized access or security breach

3.3 Account Termination

We reserve the right to suspend or terminate your account if you violate these Terms or engage in fraudulent, abusive, or illegal activities.

4. Subscription Plans and Pricing

4.1 Subscription Tiers

We offer multiple subscription plans with varying features and limits:

  • Starter ($5/month): 2 agents, 20 daily messages, 1 knowledge base
  • Plus ($10/month): 5 agents, 50 daily messages, 3 knowledge bases, advanced filtering
  • Pro ($25/month): 8 agents, 100 daily messages, 4 knowledge bases, 10 MCP servers
  • Scale ($49/month): 10 agents, 200 daily messages, 5 knowledge bases
  • Business ($199/month): 20 agents, 1,000 daily messages, unlimited knowledge bases
  • Enterprise (Custom): Custom pricing and unlimited resources

4.2 Billing and Payment

  • All subscriptions are billed monthly in advance
  • Payment is processed securely through Stripe
  • You authorize us to charge your payment method on each billing cycle
  • Prices are subject to change with 30 days' notice
  • All fees are in USD unless otherwise specified
  • Taxes may apply based on your location

4.3 Usage Limits

Each plan includes specific limits on:

  • Number of AI agents
  • Daily message quota (resets at midnight UTC)
  • Knowledge bases and documents per knowledge base
  • Message log retention period
  • MCP server integrations

Exceeding these limits may result in service interruption until you upgrade your plan or the quota resets.

4.4 Plan Changes

  • Upgrades: Take effect immediately with prorated charges
  • Downgrades: Take effect at the start of the next billing cycle
  • You can change plans at any time through the billing portal

5. Cancellation and Refund Policy

5.1 Cancellation

  • You may cancel your subscription at any time through the billing portal
  • Cancellation takes effect at the end of the current billing period
  • You will retain access to the service until the end of your paid period
  • No partial refunds are provided for mid-cycle cancellations

5.2 Refund Policy

7-Day Money-Back Guarantee:

  • New subscribers can request a full refund within 7 days of initial purchase
  • This applies only to your first payment
  • Refunds are processed within 5-10 business days
  • Account will be terminated upon refund issuance

No Refunds After 7 Days:

  • Subscription fees are non-refundable after the 7-day period
  • Downgrades or cancellations do not qualify for refunds
  • Unused message quotas or features are not refundable

Exceptions:

  • Service outages exceeding 48 consecutive hours may qualify for prorated credits
  • Billing errors will be corrected and refunded if applicable
  • We reserve the right to issue discretionary refunds on a case-by-case basis

5.3 Requesting a Refund

To request a refund within the 7-day period:

  • Email [email protected] with "Refund Request" in the subject line
  • Include your account email and reason for the refund
  • We will process valid requests within 2-3 business days

6. Acceptable Use Policy

6.1 Permitted Use

You may use the Service for lawful business purposes, including:

  • Customer service automation
  • Sales and lead generation
  • Appointment scheduling and notifications
  • Order updates and e-commerce support
  • Professional services communication

6.2 Prohibited Activities

You agree NOT to:

  • Send spam, unsolicited messages, or violate anti-spam laws
  • Use the Service for illegal activities or fraud
  • Distribute malware, viruses, or harmful code
  • Violate Messaging platforms' Terms of Service or Business Policy
  • Impersonate others or misrepresent your identity
  • Scrape, copy, or reverse engineer the Service
  • Resell or redistribute the Service without authorization
  • Share account credentials with unauthorized users
  • Overload or interfere with the Service's infrastructure
  • Use the Service to harass, abuse, or harm others

6.3 Consequences of Violation

Violation of this Acceptable Use Policy may result in immediate account suspension or termination without refund, and we may report illegal activities to law enforcement.

7. WhatsApp Compliance

You acknowledge that:

  • You must comply with WhatsApp's Business Policy and Terms
  • You are responsible for obtaining necessary consents from message recipients
  • WhatsApp may ban or restrict phone numbers that violate their policies
  • We are not responsible for WhatsApp account suspensions or bans

8. Intellectual Property Rights

8.1 Our IP

The Service, including software, code, design, trademarks, and content, is owned by Xetel AI and protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works without our written permission.

8.2 Your Content

You retain ownership of:

  • Documents uploaded to knowledge bases
  • System prompts and agent configurations
  • Message content and conversation data

By using the Service, you grant us a license to process, store, and analyze your content solely to provide the Service and improve our AI models (in aggregate, anonymized form).

8.3 AI-Generated Content

AI-generated responses created by your agents are your responsibility. We do not claim ownership but are not liable for their accuracy, legality, or appropriateness.

9. Data Processing and Privacy

Our collection, use, and protection of your data is governed by our Privacy Policy. By using the Service, you consent to our data practices as described in the Privacy Policy.

Key points:

  • We process message content for AI response generation
  • Documents are analyzed and stored securely
  • Message logs are retained per your plan's retention period
  • Data is encrypted in transit and at rest

10. Service Availability and Support

10.1 Service Uptime

We strive for 99.5% uptime but do not guarantee uninterrupted service. We may perform scheduled maintenance with advance notice.

10.2 Customer Support

  • Starter/Plus: Email support (24-48 hour response)
  • Pro/Scale: Priority email support (12-24 hour response)
  • Business: Priority support with dedicated assistance
  • Enterprise: Custom SLA with priority support

10.3 Service Modifications

We reserve the right to modify, suspend, or discontinue any part of the Service with reasonable notice. We will notify you of material changes that negatively impact your use.

11. Disclaimers and Limitation of Liability

11.1 Service "As Is"

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

11.2 AI Accuracy

We do not guarantee the accuracy, reliability, or appropriateness of AI-generated responses. You are responsible for monitoring and approving automated communications.

11.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, XETEL AI SHALL NOT BE LIABLE FOR:

  • Indirect, incidental, consequential, or punitive damages
  • Loss of profits, revenue, data, or business opportunities
  • Service interruptions or data loss
  • Third-party actions or WhatsApp account restrictions
  • Inaccurate AI responses or automated message content

OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID IN THE 12 MONTHS PRECEDING THE CLAIM.

12. Indemnification

You agree to indemnify, defend, and hold harmless Xetel AI from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

  • Your use or misuse of the Service
  • Violation of these Terms or applicable laws
  • Violation of WhatsApp's policies
  • Your content or automated messages
  • Infringement of third-party rights

13. Dispute Resolution

13.1 Governing Law

These Terms are governed by the laws of England and Wales, United Kingdom, without regard to conflict of law principles.

13.2 Arbitration

Any disputes shall be resolved through binding arbitration in England and Wales, except for intellectual property claims or injunctive relief.

13.3 Class Action Waiver

You agree to resolve disputes individually and waive the right to participate in class actions or collective proceedings.

14. General Provisions

14.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Xetel AI.

14.2 Severability

If any provision is found invalid, the remaining provisions remain in full effect.

14.3 No Waiver

Our failure to enforce any provision does not constitute a waiver of that provision.

14.4 Assignment

You may not transfer or assign your rights under these Terms. We may assign our rights to any affiliate or successor.

14.5 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control (natural disasters, wars, pandemics, internet failures, etc.).

15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the Service. Your continued use after changes constitutes acceptance of the new Terms. If you do not agree, you must cancel your subscription.

16. Contact Information

For questions about these Terms, please contact us at:

[email protected]