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Terms of Service

Effective: July 8, 2026 · Last updated: July 8, 2026

These Terms of Service (the “Terms”) are a binding agreement between MySupportAgent, LLC, a North Carolina limited liability company (“MySupportAgent,” “we,” “us,” or “our”), and the business that registers for or uses the Services, or the person accepting on its behalf (“Customer,” “you,” or “your”).

By creating an account, starting a trial, selecting a plan, or otherwise accessing or using the Services, you agree to these Terms. If you accept on behalf of a business, you represent that you are authorized to bind it. If you do not agree, do not use the Services.

These Terms incorporate our Privacy Policy and, where we process personal data on your behalf, our Data Processing Addendum (“DPA”).

1. Definitions

  • “Services” — the MySupportAgent hosted AI customer-support software and related dashboards, customer-facing support experiences, integrations, APIs, and documentation, as updated from time to time.
  • “Account” — your registered account and the ecommerce store you connect to it.
  • “Authorized Users” — you and the people on your team you permit to access your Account.
  • “End User” or “Shopper” — a customer of your store who interacts with the agent.
  • “Customer Content” — everything you provide or configure in the Services, including facts, policies, knowledge sources, instructions, brand assets, past support records you choose to use, and settings.
  • “End-User Data” — data that flows through the agent from your Shoppers.
  • “AI Output” — content the agent generates.
  • “Subscription Plan” — the plan you select, including the fees, usage, and features described on our pricing page.
  • “Third-Party Services” — services we rely on to provide the Services (such as hosting, database, AI, analytics, and payment providers) and the ecommerce platform and other tools you connect.

2. The Services

2.1 Access and license. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Services for your internal business purposes, and to permit your Authorized Users and Shoppers to use them as intended. All rights not expressly granted are reserved.

2.2 Account and eligibility. You must provide accurate registration information and keep it current, be authorized to enter these Terms, and use the Services in compliance with law. You are responsible for your credentials and for activity in your Account.

2.3 Plans and usage. The Services are offered under the Subscription Plans described on our pricing page, which sets out the fees, usage allowances, and features for each plan. We do not bill usage overage; if you reach a plan’s usage allowance, the Services continue to operate and we may recommend a plan that better fits your volume. We may change our plans and pricing page from time to time; changes to the fees you pay are governed by Section 5.8.

2.4 Acceptable use. You will not, and will not permit anyone to: (a) provide Customer Content you lack the rights to use, or that is unlawful, infringing, or harmful; (b) introduce malware or interfere with or disrupt the Services; (c) use the Services to violate law or the rights of others; (d) resell or make the Services available to third parties except your own store’s Shoppers; (e) reverse engineer or copy the Services except as permitted by law; or (f) submit payment-card data, government identifiers, protected health information, or other sensitive data the Services are not designed to handle. We have no liability for such data if you submit it.

2.5 Availability and support. We will use commercially reasonable efforts to make the Services available and to provide standard support through our Help Center and support channels. The Services are provided without a service-level commitment, and we do not warrant uninterrupted or error-free operation.

2.6 Changes to the Services. We may modify, add, or remove features over time. We will not make changes that, taken as a whole, materially reduce the core functionality of your Subscription Plan during a paid term without offering you a reasonably comparable alternative or the ability to cancel under Section 5.6.

2.7 Third-Party Services. The Services rely on Third-Party Services and on the ecommerce platform and other tools you connect. Your use of Third-Party Services is governed by their terms, and we are not responsible for their acts, omissions, availability, or changes. By default the Services operate using our managed access to the underlying AI provider; you may optionally supply your own AI-provider credentials, in which case your use of that provider is also governed by your agreement with it. We may change our Third-Party Service providers.

3. Customer Content, End-User Data, and AI Output

3.1 Your responsibility. You are solely responsible for your Customer Content and for how you configure the agent — including its instructions, the policies and information it communicates, and any optional capabilities you enable. You represent that you have the rights to provide your Customer Content and that your use of the Services complies with law and with your obligations to your Shoppers.

3.2 Roles and privacy. When we process End-User Data to provide the Services, you are the controller and we act as a processor on your behalf, as described in the Privacy Policy and DPA. You are responsible for providing any notices to, and obtaining any consents from, your Shoppers required for your use of the Services.

3.3 Usage and aggregated data. We collect and use technical and usage data about the operation and use of the Services to provide, secure, support, and improve them. We may also create and use aggregated or de-identified data that does not identify you, any Authorized User, or any Shopper — including for product development and improvement — and this right survives termination.

3.4 Feedback. If you give us suggestions or feedback, you grant us a perpetual, worldwide, royalty-free license to use it without restriction or obligation to you.

3.5 AI Output. The agent generates responses using AI. AI Output may be inaccurate or incomplete and is not professional advice. You are responsible for your configuration and for the answers and actions you enable the agent to take on your behalf. You will not present AI Output as human-generated where doing so would be deceptive, and you will not use the Services to provide regulated advice except from your own approved, compliant materials.

4. Intellectual property

4.1 Our IP. The Services and all related technology, software, designs, and know-how, and all intellectual property in them, are and remain owned by us and our licensors. These Terms grant only the limited rights in Section 2.

4.2 Your content. You retain all rights in your Customer Content and, as between the parties, in End-User Data. You grant us a worldwide, non-exclusive, royalty-free license to host, process, and use them solely to provide and support the Services and as described in the Privacy Policy and DPA (and, for aggregated or de-identified data, as described in Section 3.3).

4.3 Output. Subject to these Terms, you may use AI Output for your lawful business purposes. We do not claim ownership of AI Output as between you and us, other than in our underlying Services.

5. Fees, billing, and taxes

5.1 Fees. Fees for paid plans are described on our pricing page and are stated exclusive of taxes. You authorize us and our payment processor to charge the fees and taxes for the plan and billing period you select.

5.2 Free trial. If we offer a free trial, we will not charge you at the end of the trial unless you have selected a paid plan and provided payment information. If you have done so, billing begins according to the plan you selected.

5.3 Payment processor. Paid subscriptions are billed through our third-party payment processor. By providing a payment method, you authorize recurring charges to it for the applicable fees and taxes. We do not store full payment-card details, and your use of the processor is subject to its terms.

5.4 Renewal. Paid subscriptions renew automatically for successive periods equal to your selected billing period until cancelled under Section 5.6. You authorize the recurring charges until you cancel.

5.5 Upgrades and downgrades. You may change plans from your dashboard. Plan changes take effect within 24 hours. On an upgrade, we charge the applicable incremental fee for the remainder of the current period; on a downgrade, the lower fee applies from the next charge, and you are responsible for any loss of features or capacity resulting from the downgrade.

5.6 Cancellation and refunds. You may cancel at any time by giving at least 30 days’ notice through your dashboard or by contacting us. Your subscription remains active during the notice period. When you cancel, we will refund any prepaid fees covering the unused period after the effective cancellation date (for example, the remaining full months of an annual term). Fees for the current and prior periods that have already been used are not refundable except as required by law.

5.7 Taxes. You are responsible for applicable sales, use, VAT, and similar taxes, excluding taxes on our net income.

5.8 Fee changes. We may change fees for a renewal term on at least 30 days’ notice. If you do not agree, you may cancel under Section 5.6 before the change takes effect.

6. Term, suspension, and termination

6.1 Term. These Terms apply while your Account is active or you use the Services.

6.2 Suspension. We may suspend or restrict the Services if you materially breach these Terms, fail to pay, or if we reasonably suspect security risk, fraud, or unlawful use. Where practical and lawful, we will give notice and an opportunity to cure.

6.3 Termination. Either party may terminate for material breach not cured within 30 days after written notice. We may also terminate or suspend as described in Section 6.2. You may cancel under Section 5.6.

6.4 Effect of termination. On termination, your right to use the Services ends. On request within 30 days after termination, we will make your exportable Customer Content available to you, after which we may delete or de-identify it as described in the Privacy Policy. Provisions that by their nature should survive — including Sections 3, 4, 5 (for accrued amounts), 7, 8, 9, 10, and 12 — survive termination.

7. Warranties and disclaimers

7.1 Mutual. Each party warrants that it has the authority to enter these Terms.

7.2 Our limited warranty. We warrant that we will provide the Services in a professional manner consistent with industry standards. Your exclusive remedy for breach of this warranty is that we will use reasonable efforts to correct the issue or, failing that, you may cancel and receive a refund of prepaid fees for the unused period of the affected Services.

7.3 Disclaimer. EXCEPT AS EXPRESSLY STATED, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” AND WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTY THAT THE SERVICES OR AI OUTPUT WILL BE UNINTERRUPTED, ERROR-FREE, OR ACCURATE. YOU ARE RESPONSIBLE FOR REVIEWING AI OUTPUT AND YOUR CONFIGURATION.

7.4 Third-Party Services. We are not liable for problems caused by Third-Party Services or by the ecommerce platform or other tools you connect.

8. Limitation of liability

8.1 Cap. TO THE FULLEST EXTENT PERMITTED BY LAW, EACH PARTY’S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE FEES YOU PAID US IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO LIABILITY, OR, IF NO FEES WERE PAID, US $100.

8.2 Excluded damages. NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, OR FOR LOST PROFITS, REVENUE, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY.

8.3 Exceptions. The limits in Sections 8.1 and 8.2 do not apply to: your payment obligations; a party’s indemnification obligations; a party’s breach of its confidentiality obligations; or a party’s fraud or willful misconduct. Some jurisdictions do not allow certain limitations, which may not apply to you.

9. Indemnification

9.1 By us. We will defend you against third-party claims that the Services, as provided by us and used as authorized, infringe that third party’s intellectual property rights, and will pay damages and reasonable costs finally awarded (or agreed in settlement), subject to these Terms. This does not apply to claims arising from your Customer Content, your configuration, or your combination of the Services with other products.

9.2 By you. You will defend and indemnify us against third-party claims arising from your Customer Content, the answers or actions you enable the agent to take, your breach of these Terms or law, or your infringement of a third party’s rights.

9.3 Process. The indemnified party will promptly notify the other, allow it to control the defense (with no settlement admitting fault or imposing obligations on the indemnified party without consent), and cooperate reasonably.

10. Confidentiality

Each party may access the other’s non-public information (“Confidential Information”). The receiving party will use it only to perform under these Terms, protect it with reasonable care, and disclose it only to its personnel and contractors bound by confidentiality obligations. This does not apply to information that is or becomes public through no fault of the receiving party, is independently developed, or is rightfully received without a duty of confidence, or to disclosures required by law (with notice where permitted).

11. Privacy and data protection

Our handling of personal information is described in the Privacy Policy. Where we process personal data on your behalf, the DPA governs that processing and is incorporated into these Terms.

12. General

12.1 Governing law. These Terms are governed by the laws of the State of North Carolina, USA, without regard to conflict-of-laws rules, and the parties consent to the exclusive jurisdiction of the state and federal courts located in North Carolina for any matter not subject to arbitration under Section 12.2.

12.2 Dispute resolution; binding arbitration; class-action waiver. Please read this section carefully — it affects how disputes are resolved.

  • Informal resolution first. Before starting arbitration, the parties will try to resolve any dispute informally by contacting legal@mysupportagent.ai (or, for us, your Account contact) and negotiating in good faith for at least 30 days.
  • Binding arbitration. If the dispute is not resolved, it will be finally settled by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, before a single arbitrator, seated in North Carolina, conducted in English. Judgment on the award may be entered in any court of competent jurisdiction.
  • Class-action waiver. Disputes will be conducted only on an individual basis and not in a class, consolidated, or representative action. The arbitrator may not consolidate more than one person’s claims and may award relief only in favor of the individual party and only to the extent necessary to resolve that party’s claim.
  • Exceptions. Either party may (a) bring an individual claim in small-claims court, and (b) seek injunctive or equitable relief in court to protect its intellectual property or Confidential Information.
  • Opt-out. You may opt out of this Section 12.2 by emailing legal@mysupportagent.ai within 30 days of first accepting these Terms; if you opt out, Section 12.1’s courts govern disputes.
  • Jury-trial waiver. To the extent a dispute proceeds in court, each party waives any right to a jury trial.

12.3 Assignment. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, reorganization, or sale of assets. These Terms bind permitted successors and assigns.

12.4 Entire agreement. These Terms, the Privacy Policy, the DPA, and any order or plan selection are the entire agreement between the parties and supersede prior understandings on the subject.

12.5 Amendments. We may update these Terms; for material changes we will provide notice (for example, by email or in-product) and, for paid plans, the changes take effect no earlier than 30 days after notice. Continued use after the effective date means acceptance.

12.6 Notices. To us: legal@mysupportagent.ai. To you: the contact details associated with your Account.

12.7 Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control.

12.8 Publicity. We may identify you as a customer and use your name and logo in our marketing materials and website. We will stop using them on your written request to legal@mysupportagent.ai.

12.9 Relationship. The parties are independent contractors; these Terms create no partnership, agency, or employment relationship.

12.10 Waiver; severability. A failure to enforce a provision is not a waiver. If a provision is held unenforceable, it will be limited or severed to the minimum extent necessary and the remaining Terms stay in effect.

12.11 Headings. Headings are for convenience only and do not affect interpretation.

13. Contact

MySupportAgent, LLC — North Carolina, USA

Legal: legal@mysupportagent.ai · Support: support@mysupportagent.ai · Help Center: help.mysupportagent.ai