1. The agreement

These Terms of Service form a binding agreement between you and ChatDrill Pte. Ltd. ('Chatdrill', 'we', 'us'). By creating an account, clicking to accept, or using the service, you agree to them. If you are accepting on behalf of a company, you confirm you are authorised to bind it.

Our Privacy Policy, Cookie Policy, Data Processing Agreement and any order form or plan description you accept are part of this agreement. Where an order form and these terms conflict, the order form wins for that customer.

2. Accounts

You must give accurate registration details and keep them current.
You are responsible for everything that happens under your account, including the actions of the users you invite.
Keep credentials confidential and tell us promptly at security@chatdrill.com if you suspect unauthorised access.
You must be at least 18 and legally able to enter a contract.
One person may not share a single agent seat with another; seats are per named user.

3. Plans, trials and fees

The Free plan is available at no cost and can be changed or discontinued with reasonable notice.
Paid plans are billed in advance, monthly or annually, and renew automatically until cancelled.
Fees are exclusive of VAT and other taxes, which are added where applicable.
Upgrades take effect immediately and are prorated. Downgrades take effect at the end of the current billing period.
Cancel at any time from Settings → Billing. You keep access until the end of the period you have paid for.
Payments are non-refundable except where required by law or where we agree otherwise in writing.
We may change prices with at least 30 days' notice before your next renewal. If you do not accept the change, you may cancel before it takes effect.
If payment fails we may suspend the account after notice and a reasonable cure period.

Usage limits (conversations, AI conversations, seats) are set out in your plan. Exceeding a limit does not block conversations; we will prompt you to upgrade rather than issue a surprise invoice.

4. Acceptable use

You agree not to use Chatdrill to:

Send unsolicited bulk messages, spam or messages that breach messaging-channel policies (including WhatsApp, Instagram and Messenger platform rules).
Break the law, infringe intellectual property, or harass, defraud or deceive anyone.
Upload malware, attempt to gain unauthorised access, probe or load-test our systems without written permission, or interfere with other customers' use of the service.
Impersonate another person or business, or misrepresent an AI response as coming from a regulated professional.
Collect payment card numbers, government identifiers or health records through the chat widget.
Resell, sublicense or white-label the service except under a signed partner agreement.
Scrape the service, or use it to build a competing product.

We may investigate suspected breaches and, where the risk is serious, suspend access immediately. Otherwise we will contact you first.

5. Your data and our intellectual property

You own your customer data — conversations, contacts, knowledge base content and anything else you or your end users put into the service. You grant us a limited licence to host, process, transmit and display it solely to provide and support the service, and to comply with the law.

We own the Chatdrill platform, software, documentation, branding and everything we create in operating it. Nothing here transfers our intellectual property to you beyond the right to use the service during your subscription.

If you send us feedback or feature ideas, we may use them without obligation or payment. We will not identify you as the source without asking.

6. AI features

The AI Agent generates answers from the content you provide. You are responsible for the accuracy and legality of that content and for reviewing how the agent behaves on your account.
AI output can be wrong or incomplete. Do not rely on it for legal, medical, financial or safety-critical advice, and keep a human escalation path available — the product provides one by default.
We do not use your customer conversation content to train shared or third-party models without your explicit, separate written consent.
AI features depend on third-party model providers. Availability, latency and model versions may change, and we may substitute providers where necessary to keep the service running.

7. Third-party services

Integrations connect Chatdrill to services we do not control. Your use of those services is governed by their own terms, and their availability, pricing and APIs can change without notice to us. We are not responsible for a third-party service failing, changing or discontinuing an integration point.

8. Availability, support and changes

We work to keep Chatdrill available and publish live status at chatdrill.com/status. We do not commit to a specific uptime percentage unless a service level agreement is signed as part of an Enterprise contract.

We carry out planned maintenance, normally outside peak hours, and give advance notice where it will be disruptive. We may add, change or remove features; where a change materially reduces core functionality on a paid plan, we will give reasonable notice and you may cancel.

Support channels and response targets depend on your plan and are described on the Pricing page.

9. Confidentiality

Each party may receive non-public information from the other. Both parties agree to protect that information with at least reasonable care, use it only for the purposes of this agreement, and disclose it only to people who need it and are bound by similar obligations. This does not apply to information that is public, independently developed, or required to be disclosed by law.

10. Warranties and disclaimers

We warrant that we will provide the service with reasonable skill and care and in line with the documentation. Beyond that, and to the maximum extent permitted by law, the service is provided 'as is' and we disclaim all other warranties, express or implied, including fitness for a particular purpose, merchantability and non-infringement.

We do not warrant that the service will be uninterrupted or error-free, or that AI-generated answers will be accurate. Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud. Consumer statutory rights are unaffected.

11. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special or consequential loss, or for loss of profits, revenue, goodwill or data, however caused.

Each party's total aggregate liability arising out of this agreement is limited to the fees you paid or owed for the service in the twelve months before the event giving rise to the claim. Where you use only the Free plan and have therefore paid nothing, that liability is capped at USD 100.

12. Indemnity

You agree to indemnify us against claims, damages and reasonable costs arising from your customer data, your use of the service in breach of these terms, or your breach of applicable law. We will notify you promptly of any such claim, let you control the defence with counsel of your choice, and give you reasonable cooperation.

13. Suspension and termination

You may terminate at any time by cancelling your subscription and closing your workspace.
We may terminate or suspend for material breach that is not cured within 14 days of written notice, for non-payment, or immediately where continued use creates a legal or security risk.
On termination, your right to use the service ends and we stop processing your data other than as needed to wind down.
You can export your data at any time while the account is open, and for 30 days after termination on request. After that we delete or anonymise it in line with the Privacy Policy.

14. Changes to these terms

We may update these terms. For material changes we give at least 30 days' notice by email or in the application. Continuing to use the service after the change takes effect means you accept the updated terms; if you do not, you may cancel before they take effect.

15. General

Assignment — you may not assign this agreement without our written consent; we may assign it to an affiliate or in connection with a merger or sale of the business.
Force majeure — neither party is liable for delay or failure caused by events outside its reasonable control.
Severability — if a provision is unenforceable, the rest of the agreement stands.
Entire agreement — this agreement replaces any earlier understanding on the same subject.
No waiver — not enforcing a right once does not waive it.
Notices — we send notices to your account email; you send them to legal@chatdrill.com, and we will confirm a postal address for service on request.

16. Governing law and disputes

This agreement is governed by the laws of Singapore, without regard to conflict-of-law rules. The courts of Singapore have exclusive jurisdiction, except that either party may seek injunctive relief in any competent court to protect its intellectual property or confidential information.

Before starting proceedings, both parties agree to attempt to resolve the dispute in good faith for 30 days, starting with a written notice to legal@chatdrill.com.