1. Acceptance of Terms
By accessing or using Novareach AI's services ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of these terms, you may not access the Service.
2. Description of Service
Novareach AI provides artificial intelligence-powered customer experience solutions, including but not limited to:
- Knowledge Hub Intelligence
- AI Chatbot services
- Voice AI capabilities
- Email Intelligence automation
- AI IVR systems
- Booking Intelligence
- Support ticket management
3. User Accounts and Registration
3.1 Account Creation: You must provide accurate, complete, and current information during registration and maintain the accuracy of such information.
3.2 Account Security: You are responsible for safeguarding passwords and all activities that occur under your account.
3.3 Account Termination: We reserve the right to terminate accounts that violate these terms or engage in fraudulent activities.
4. Acceptable Use Policy
4.1 Prohibited Uses: You may not use our Service to:
- Violate any applicable laws or regulations
- Transmit malicious code, viruses, or harmful content
- Attempt to gain unauthorized access to our systems
- Use the Service for illegal activities or harassment
- Reverse engineer our proprietary AI algorithms
4.2 Content Responsibility: You are solely responsible for all content transmitted through our Service and must ensure it complies with applicable laws.
5. AI-Specific Terms
5.1 AI Training and Learning: Our AI systems may learn from interactions to improve service quality. All learning occurs within privacy and security boundaries outlined in our Privacy Policy.
5.2 AI Decision Transparency: We maintain logs of AI decision-making processes for audit and improvement purposes, in compliance with EU AI Act requirements.
5.3 Human Oversight: Critical decisions affecting user rights maintain human oversight capabilities as required by applicable AI regulations.
6. Intellectual Property Rights
6.1 Our Content: All intellectual property rights in the Service, including AI models, algorithms, and software, remain our exclusive property.
6.2 Your Content: You retain ownership of content you provide, while granting us necessary licenses to provide the Service.
6.3 Feedback: We may use feedback you provide to improve our Service without compensation or attribution requirements.
7. Privacy and Data Protection
7.1 Privacy Policy: Our comprehensive Privacy Policy governs data collection, use, and protection practices.
7.2 GDPR Compliance: For EU users, we comply with all GDPR requirements including data portability, deletion rights, and consent management.
7.3 Cross-Border Transfers: International data transfers occur only with appropriate safeguards as required by applicable privacy laws.
8. Service Level Agreements
8.1 Availability: We strive for 99.5% uptime (Starter), 99.7% (Professional), 99.9% (Business), with custom SLAs for Enterprise customers.
8.2 Support Response: Support response times vary by plan level, with guaranteed response times for Business and Enterprise customers.
8.3 Performance Standards: AI response times, accuracy metrics, and system performance standards are maintained according to plan specifications.
9. Payment Terms
9.1 Billing: Subscription fees are billed monthly or annually as selected. All fees are non-refundable except as expressly stated.
9.2 Auto-Renewal: Subscriptions automatically renew unless cancelled before the renewal date.
9.3 Price Changes: We reserve the right to modify pricing with 30 days written notice to existing customers.
10. Limitation of Liability
10.1 Service Limitations: Our Service is provided "as is" without warranties of any kind, express or implied.
10.2 Liability Cap: Our total liability shall not exceed the amount paid by you in the 12 months preceding the claim.
10.3 Consequential Damages: We shall not be liable for indirect, incidental, special, or consequential damages.
11. Indemnification
You agree to indemnify and hold harmless Novareach AI from any claims, damages, or expenses arising from your use of the Service or violation of these Terms.
12. Termination
12.1 Termination Rights: Either party may terminate the agreement with appropriate notice as specified in your service plan.
12.2 Effect of Termination: Upon termination, your access will cease, and we will delete your data according to our data retention policies.
12.3 Survival: Provisions regarding intellectual property, limitation of liability, and indemnification survive termination.
13. Governing Law and Dispute Resolution
13.1 Governing Law: These Terms are governed by the laws of Delaware, United States, without regard to conflict of law principles.
13.2 Alternative Dispute Resolution: We encourage resolution of disputes through mediation before pursuing litigation.
13.3 Jurisdiction: Courts in Delaware, United States have exclusive jurisdiction for all disputes arising from these Terms.
14. Changes to Terms
We reserve the right to modify these Terms with 30 days notice. Continued use constitutes acceptance of modified terms.
15. Contact Information
For questions about these Terms, contact us at:
- Company: Novareach AI LLC
- Email: legal@novareach.ai
- Address: 254 Chapman Road, Ste 208, Newark, DE 19702, United States
- Phone: +1(302) 208-7973
Privacy Policy
1. Information We Collect
1.1 Account Information: Name, email address, company information, and payment details.
1.2 Usage Data: Service usage patterns, feature utilization, and system performance metrics.
1.3 Customer Communications: Content processed through our AI systems for service delivery purposes.
1.4 Technical Information: IP addresses, device information, browser types, and connection data.
2. How We Use Information
2.1 Service Delivery: To provide, maintain, and improve our AI-powered customer experience services.
2.2 AI Training: To train and improve our AI models while maintaining privacy and security safeguards.
2.3 Communication: To send service updates, security alerts, and support messages.
2.4 Analytics: To understand usage patterns and optimize service performance.
3. Information Sharing
3.1 No Sale of Data: We do not sell, trade, or otherwise transfer personal information to third parties.
3.2 Service Providers: We may share information with trusted service providers who assist in service delivery.
3.3 Legal Requirements: We may disclose information when required by law or to protect our rights.
3.4 Business Transfers: Information may be transferred in connection with mergers or acquisitions.
4. Data Security
4.1 Security Measures: We implement industry-standard security measures including encryption, access controls, and monitoring.
4.2 SOC 2 Compliance: Our infrastructure partners maintain SOC 2 Type II certification.
4.3 Incident Response: We maintain incident response procedures for potential security breaches.
5. Data Retention
5.1 Retention Periods: We retain data only as long as necessary for service delivery and legal compliance.
5.2 Deletion Rights: Users may request deletion of personal data subject to legal and operational requirements.
5.3 Backup Systems: Deleted data may persist in backup systems for up to 90 days.
6. International Transfers
6.1 Transfer Mechanisms: International transfers occur using Standard Contractual Clauses and adequacy decisions.
6.2 Data Localization: EU customer data is processed within the EU unless explicit consent is provided.
6.3 Safeguards: All international transfers include appropriate technical and organizational safeguards.
7. Your Rights (GDPR & Privacy Laws)
7.1 Access Rights: You may request access to personal data we process about you.
7.2 Correction Rights: You may request correction of inaccurate personal data.
7.3 Deletion Rights: You may request deletion of personal data under certain circumstances.
7.4 Portability Rights: You may request data in a portable format for transfer to other services.
7.5 Objection Rights: You may object to processing based on legitimate interests.
8. Cookies and Tracking
8.1 Cookie Usage: We use essential cookies for service functionality and optional cookies for analytics with consent.
8.2 Cookie Management: You may manage cookie preferences through your browser settings.
8.3 Third-Party Tracking: We limit third-party tracking and provide opt-out mechanisms where applicable.
9. Children's Privacy
Our Service is not intended for children under 16. We do not knowingly collect personal information from children under 16.
10. California Privacy Rights (CCPA)
California residents have additional rights under the California Consumer Privacy Act, including rights to know, delete, and opt-out of sale of personal information.
11. Changes to Privacy Policy
We will notify users of material changes to this Privacy Policy with 30 days advance notice.
12. Contact Information
For privacy-related questions or to exercise your rights, contact us at:
- Company: Novareach AI LLC
- Email: privacy@novareach.ai
- Data Protection Officer: dpo@novareach.ai
- Address: 254 Chapman Road, Ste 208, Newark, DE 19702, United States
- Phone: +1(302) 208-7973
Response Time: We respond to privacy requests within 30 days as required by applicable law.
