Terms of Service

Effective Date: 15 July 2026

These Terms of Service (“Terms”) are a legally binding agreement between Relixchat (“RelixChat”, “we”, “us”, “our”), a limited liability partnership registered in Jharkhand, India, with its registered office at 8 No Gali, Shree Ram Path, Daltonganj, Jharkhand 822101, India, and the person or organization that registers for or uses the RelixChat service (“Client”, “you”, “your”).

By creating an account, signing an order form or proposal that references these Terms, embedding the RelixChat widget, or otherwise using the service, you agree to these Terms. If you are accepting on behalf of an organization, you confirm that you have authority to bind that organization.

If you do not agree to these Terms, do not use the service.

1. Definitions

“Service” means the RelixChat platform – the embeddable AI chat widget, the counselor/administrator dashboard, lead capture and delivery features, knowledge base tools, integrations, and related websites at relixchat.com, app.relixchat.com, and api.relixchat.com (or successor domains).
“Widget” means the RelixChat chat interface embedded on the Client’s website(s).
“Authorized Users” means the Client’s team members (such as administrators and counselors) whom the Client permits to access the dashboard.
“End Users” means visitors to the Client’s website(s) who interact with the Widget.
“Client Data” means data submitted to the Service by or on behalf of the Client or its End Users, including leads, chat transcripts, and Knowledge Base content.
“Knowledge Base” means the content the Client uploads or creates in the Service, from which the AI generates answers.
“Order” means the proposal, order form, invoice, or plan description agreed between the Client and RelixChat specifying the subscription scope, fees, and term.

2. Eligibility and Accounts

The Service is intended for business use. You must be at least 18 years old and capable of entering into a binding contract to open an account. You agree to provide accurate, current, and complete registration information and to keep it updated.

You are responsible for maintaining the confidentiality of all account credentials, for all activity that occurs under your account and the accounts of your Authorized Users, and for ensuring your Authorized Users comply with these Terms. Notify us immediately at [email protected] of any suspected unauthorized access.

3. The Service

RelixChat provides an AI-powered chat widget for websites that answers End User questions using the Client’s Knowledge Base, captures and qualifies leads, flags high-intent (“hot”) leads, allows the Client’s team to view conversations and take over chats live, and delivers leads to the Client’s dashboard and, where configured, to the Client’s CRM or other connected systems.

We continually improve the Service and may add, modify, or remove features. We will not materially reduce the core functionality of your paid subscription during its term without notice.

4. License and Restrictions

Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable right during your subscription term to (a) embed the Widget on website(s) that you own or control, and (b) permit your Authorized Users to access and use the dashboard, in each case solely for your internal business purposes.

You must not, and must not permit anyone to:

copy, modify, translate, or create derivative works of the Service or its software;
reverse engineer, decompile, or attempt to extract the source code of any part of the Service, except to the extent such restriction is prohibited by law;
resell, sublicense, rent, lease, or provide the Service to third parties as a standalone offering, unless expressly agreed in writing (for example, under a reseller or white-label agreement);
use the Service to build a competing product;
probe, scan, or test the vulnerability of the Service, or conduct load testing, without our prior written consent;
interfere with or disrupt the integrity or performance of the Service, or attempt to gain unauthorized access to it or to other clients’ data;
use the Service to send spam or unlawful communications, or to collect data you are not lawfully entitled to collect; or
remove or obscure any proprietary notices in the Service.

Usage of the Service is subject to any limits stated in your Order (such as message volume, lead volume, or number of Authorized Users). We may apply reasonable technical controls, or contact you to discuss an appropriate plan, where usage substantially exceeds those limits or degrades the Service for others.

5. Client Responsibilities

Because the Widget runs on your website, talks to your prospective customers, and answers from content you provide, you agree that you are responsible for:

Knowledge Base accuracy. The AI answers based on the content you upload. You must ensure your Knowledge Base is accurate, lawful, current, and that you have the rights to use it. You should review and update it regularly (for example, fees, dates, and eligibility criteria).
Your privacy compliance. You are the data fiduciary/controller of your End Users’ data. You must maintain a privacy policy on your website that covers your use of chat and lead capture, provide any notices, and obtain any consents required by applicable law – including verifiable parental consent where your End Users may include children, and consent for any marketing communications you send to leads.
Lawful lead contact. You must contact leads in compliance with applicable law, including telecom and do-not-disturb regulations applicable to calls and SMS in your jurisdiction.
Sensitive data. The Service is not designed for the collection of sensitive personal data (such as health, financial account, or government ID information). Do not configure lead forms to solicit such data unless you have an independent lawful basis and have agreed to it with us in writing.
Your integrations. Where you connect a CRM or other third-party system, you are responsible for that system, its credentials, and how it handles data delivered to it.
Your website. You may embed the Widget only on websites you own or control, and you are responsible for those websites’ content and terms.

6. AI-Generated Content Disclaimer

The Service uses artificial intelligence to generate responses. You acknowledge and agree that:

AI-generated responses are produced automatically from your Knowledge Base and conversation context, and may occasionally be inaccurate, incomplete, or misleading, even where the underlying Knowledge Base is correct;
AI responses are not professional, legal, medical, financial, or admissions advice, and should not be represented to End Users as such;
you are responsible for monitoring conversations, correcting the Knowledge Base where the AI’s answers reveal gaps or errors, and using the human takeover feature where appropriate; and
we are not liable for decisions made by you or any End User in reliance on AI-generated output.

We design the Service to ground answers in your Knowledge Base and to hand off to humans for high-intent conversations, but no AI system is error-free.

7. Fees, Payment, and Taxes

Fees, billing frequency, and subscription term are as stated in your Order. Unless the Order says otherwise:

fees are payable in advance for each subscription period;
payment may be made by online payment, cheque, or bank transfer, payable to “Relixchat”;
all fees are exclusive of applicable taxes (including GST), which will be added where applicable; and
fees are quoted and payable in Indian Rupees unless the Order states another currency.

If an invoice remains unpaid after its due date, we may send a reminder and, if payment is still not received within 15 days of that reminder, suspend the Service until payment is made. We may revise pricing for a renewal term by giving notice before the renewal.

8. Term, Renewal, and Termination

Term. These Terms apply from the date you first accept them and continue for as long as you have an active subscription. Each subscription runs for the period stated in the Order and renews as agreed between the parties (by renewal Order or payment of the renewal invoice).

Termination for convenience. You may choose not to renew at any time by written notice before the renewal date. Mid-term cancellation by you does not entitle you to a refund (see Section 9).

Termination for cause. Either party may terminate if the other materially breaches these Terms and fails to cure the breach within 30 days of written notice. We may suspend or terminate immediately, with notice, in the event of non-payment (after the process in Section 7), unlawful use, a security risk to the Service or other clients, or breach of Section 4 or Section 5.

Discontinuation. If we discontinue the Service entirely, we will give you at least 60 days’ notice and refund any prepaid fees for the unused portion of your subscription.

9. Effect of Termination, Data Export, and Refunds

On expiry or termination, your and your Authorized Users’ access to the Service ends, and the Widget must be removed from your websites.
Data export: for 90 days after termination, we will make your Client Data (leads, conversations, and Knowledge Base content) available for export on request.
Deletion: 90 days after termination, we permanently delete your Client Data from our production systems, except minimal records we are required by law to retain.
Refunds: fees are non-refundable, except (a) where we terminate for convenience or discontinue the Service (Section 8), or (b) where a refund is required by applicable law. If you cancel mid-term, the Service remains available to you until the end of the paid period.
Sections that by their nature should survive termination (including Sections 6, 9–13, 15–17, and 20–22) survive.

10. Client Data, Privacy, and Data Protection

Ownership. As between the parties, you own all Client Data. You grant us a limited licence to host, process, transmit, and display Client Data solely to provide and support the Service, comply with law, and as otherwise described in our Privacy Policy.

Our role. For End User data collected through the Widget, you are the data fiduciary/controller and we act as your data processor, processing such data on your documented instructions as embodied in the Service’s features and your configuration. Our Privacy Policy describes our processing activities, security measures, and sub-processors, and forms part of these Terms. A separate signed Data Processing Agreement is available on request for Clients that require one.

Security. We implement appropriate technical and organizational measures, including encryption in transit, multi-tenant data isolation, and role-based access controls, as described in the Privacy Policy. We will notify you without undue delay of any personal data breach affecting your Client Data and provide reasonable assistance with your legal obligations.

Aggregated data. We may use data about the operation and use of the Service in aggregated and anonymized form (which does not identify you, your Authorized Users, or your End Users) to operate, analyze, and improve the Service.

11. Intellectual Property

We and our licensors own all rights, title, and interest in and to the Service, including its software, design, and branding. Except for the limited rights expressly granted in these Terms, no rights in the Service are transferred to you. You retain all rights in your Client Data and your trademarks.

If you provide suggestions or feedback about the Service, you grant us a perpetual, irrevocable, royalty-free licence to use it without restriction or obligation to you.

12. Confidentiality

Each party may receive non-public information of the other in connection with the Service (“Confidential Information”). Each party will use the other’s Confidential Information only to perform under these Terms, protect it with at least reasonable care, and not disclose it to third parties except to employees, advisers, and service providers who need it and are bound by confidentiality obligations. These obligations do not apply to information that is public through no fault of the recipient, already known without restriction, independently developed, or required to be disclosed by law (with notice to the other party where lawful). Confidentiality obligations continue for 3 years after termination; Client Data remains protected as described in Section 10.

13. Availability and Support

We will use commercially reasonable efforts to keep the Service available, but we do not guarantee uninterrupted or error-free operation and no specific uptime percentage is warranted under these Terms. The Service depends on third-party infrastructure and AI providers whose availability we do not control, and may be temporarily unavailable due to maintenance (which we will schedule outside peak Indian business hours where practicable), updates, or events beyond our reasonable control.

Support is provided in English and Hindi by email at [email protected] during Indian business hours on working days. Any service level commitments, if agreed, will be set out in your Order.

14. Trials, Pilots, and Beta Features

If we provide any free trial, pilot, or beta feature, it is provided “as is”, may be modified or discontinued at any time, may be subject to additional limits, and is excluded from any support or availability commitments. Trial or pilot data may be deleted at the end of the trial unless you convert to a paid subscription.

15. Warranties and Disclaimers

Each party warrants that it has the legal power to enter into these Terms. We warrant that we will provide the Service with reasonable skill and care.

Except as expressly stated in these Terms, the Service is provided “as is” and “as available”, and we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law. Without limiting the foregoing, we do not warrant any particular volume of leads, quality of leads, conversion rates, admissions, sales, or business outcomes from use of the Service, and we do not warrant that AI-generated responses will be accurate or complete (see Section 6).

16. Limitation of Liability

To the maximum extent permitted by law:

neither party is liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, or data (other than our data protection obligations under Section 10), arising out of or related to these Terms, even if advised of the possibility; and
each party’s total aggregate liability arising out of or related to these Terms is limited to the total fees paid or payable by the Client to us in the 12 months preceding the event giving rise to the claim.

Nothing in these Terms limits liability for fraud, wilful misconduct, or any liability that cannot be limited under applicable law. Your obligation to pay fees due is not limited by this Section.

17. Indemnification

You will defend and indemnify us against claims, damages, and costs (including reasonable legal fees) arising from: (a) your Knowledge Base or other Client Data infringing third-party rights or violating law; (b) your or your Authorized Users’ use of the Service in breach of these Terms; (c) your contact with or treatment of leads and End Users, including marketing communications you send; or (d) your failure to provide legally required notices or obtain legally required consents from your End Users.

We will defend and indemnify you against third-party claims that the Service, as provided by us and used in accordance with these Terms, infringes that third party’s Indian intellectual property rights, provided you promptly notify us and give us control of the defence. If the Service is subject to such a claim, we may modify it, procure the right for you to continue using it, or terminate the affected subscription and refund prepaid fees for the unused period. This states our entire liability for infringement claims.

18. Publicity

You agree that we may identify you as a RelixChat customer, using your name and logo, on our website and marketing materials. Any detailed case study or testimonial will be published only with your prior approval. You may withdraw this publicity permission at any time by written notice to [email protected], and we will remove the reference within a reasonable period.

19. Force Majeure

Neither party is liable for delay or failure to perform (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, labour disputes, governmental action, internet or utility failures, or failures of third-party hosting or AI providers, provided the affected party uses reasonable efforts to mitigate and resume performance.

20. Changes to the Service or These Terms

We may update these Terms from time to time. For material changes, we will give registered Clients at least 15 days’ notice by email or dashboard notification before the changes take effect. If you do not agree to a material change, you may terminate the affected subscription by written notice before the change takes effect, and we will refund prepaid fees for the unused period. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

21. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Before initiating formal proceedings, the parties will attempt in good faith to resolve any dispute through negotiation between authorized representatives for at least 30 days after written notice of the dispute. Subject to that, the courts at Daltonganj, Jharkhand, India shall have exclusive jurisdiction over all disputes arising out of or in connection with these Terms, and each party consents to that jurisdiction and venue.

22. General Provisions

Entire agreement. These Terms, together with the Privacy Policy and any Orders, are the entire agreement between the parties regarding the Service and supersede all prior discussions. In case of conflict, a signed Order prevails over these Terms for that subscription.
Assignment. You may not assign these Terms without our prior written consent. We may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets, with notice to you.
Severability & waiver. If any provision is held unenforceable, the remainder stays in effect. Failure to enforce a provision is not a waiver of it.
Relationship. The parties are independent contractors. These Terms create no partnership, agency, or employment relationship.
Notices. Legal notices to us must be sent to [email protected] or our registered office address. Notices to you may be sent to your registered account email and are deemed received when sent.

23. Grievance Officer and Contact

In accordance with the Information Technology Act, 2000 and rules thereunder, our Grievance Officer is:

Samir Pandey, Founder 8 No Gali, Shree Ram Path, Daltonganj, Jharkhand 822101, India Email: [email protected]

We will acknowledge complaints within 24 hours and aim to resolve them within 15 days.

These Terms were last reviewed on 15 July 2026.