Terms of service

• "Customer" or "merchant": the person or organization that creates a workspace.
• "Workspace": a customer's isolated environment containing its widget, team, conversations, visitors and analytics.
• "Team member": a person a customer invites into a workspace.
• "Visitor": a person who browses or chats on a customer's website through the widget.
• "Customer Data": all data submitted to or collected through a workspace, including visitor data and conversations.

Padorix provides live chat (including images and voice notes), an optional AI support assistant, conversation management, team collaboration, visitor and page analytics, notifications, a knowledge base (FAQs, articles and tags), data export and related features, offered on a free plan and on paid monthly plans. We may change, add or retire features; if we remove a material feature from a paid plan we will give reasonable notice.

• Provide accurate information and keep it current. One person per login; do not share credentials.
• Keep your password confidential and tell us immediately at support@padorix.com about any unauthorized access.
• For your protection, accounts are temporarily locked after a number of consecutive failed login attempts. The number and duration are set by Padorix and may change; a locked account can be unlocked by Padorix support after identity verification.
• You are responsible for activity under your account, except to the extent caused by our breach of these terms.

The workspace owner controls who has access, what is configured, and the Customer Data in that workspace. Owners must invite only people who need access and remove access promptly when that changes. Team members use a workspace under the owner's authority, and the owner may remove them at any time. Padorix may rely on instructions from the workspace owner.

• You are the data controller for your visitors' data. You must have a lawful basis for collecting it and give visitors the notices, and obtain any consents, that the law requires, including for analytics tracking and cookies on your website.
• Tell your visitors that you use Padorix to provide chat and analytics, for example in your privacy notice.
• Use the dashboard tools (or ask us) to answer visitors' access and deletion requests promptly.
• Do not use the widget to collect payment card numbers, passwords, government ID numbers, health data or other special-category data unless the law allows it and you have appropriate safeguards; Padorix is not designed as a store for such data.
• Configure untracked pages and notification settings to fit your obligations.

• No unlawful, fraudulent, deceptive, harassing, hateful or infringing content or activity.
• No spam, unsolicited bulk messages, or impersonation of another person or organization.
• No malware, exploit code, or content designed to compromise visitors or other customers.
• No probing, scanning, load testing, scraping, reverse engineering, or attempts to bypass authentication, tenant isolation, rate limits or other security controls, except through a coordinated disclosure agreed with us in writing.
• No attempt to access another customer's workspace or data.
• No reselling or white-labelling the service without a written agreement.
• We may remove content or suspend access that breaches this section, acting proportionately and, where practical, with notice.

You own your Customer Data. You grant Padorix a limited licence to host, process, transmit, display and back up it only to provide, secure and support the service, and as described in the Data Processing Agreement. We do not sell Customer Data or use it to advertise.

You can export a workspace's data at any time from Settings. We will not access Customer Data except to provide the service, prevent or address security or technical issues, respond to support requests you make, or comply with law.

If you switch on the AI assistant for a workspace, it answers your visitors on your behalf using your FAQs and knowledge base, and hands the conversation to your team when it cannot answer reliably or the visitor asks for a person. Visitor messages and knowledge-base content are processed by our AI sub-processor to generate replies.

You are responsible for the accuracy of your knowledge base, for telling your visitors that an automated assistant may answer, and for how you use AI replies. AI output may be inaccurate or incomplete; do not rely on it for legal, medical, financial or other decisions with significant effects without human review.

Each plan includes a number of AI replies per month. When they are used up, or when the assistant is unavailable, chats go to your team instead. We may also pause the assistant platform-wide to protect the service.

• Plans are per workspace. Every workspace starts on the free plan, which has no time limit but has the limits shown in the dashboard. Paid plans are billed monthly in US dollars. The current plans, prices and limits (such as team members, images and voice notes per conversation, and AI replies per month) are shown on our website and in Billing.
• Payments are processed by our payment partner, Bachs, on its hosted checkout. Your use of the checkout is also subject to Bachs' terms. Padorix does not receive or store your card details.
• At checkout you choose either to renew automatically or to pay for one month. If you choose automatic renewal, you authorize us, through Bachs, to charge your payment method at the start of each monthly period until you discontinue it. A one-month payment does not renew.
• You can discontinue the next payment at any time from Billing. Your plan stays active until the end of the period already paid for and then returns to the free plan. You can reactivate later with a new checkout; any days left in the current period are carried over.
• Switching between paid plans while renewing automatically takes effect immediately. An upgrade is charged the prorated difference for the rest of the period; a downgrade gives a prorated credit against your next payments.
• If a renewal payment fails, Bachs retries it and emails you a link to update your card, and your plan stays active meanwhile. If payment cannot be collected, the subscription ends and the workspace returns to the free plan.
• When a workspace returns to the free plan, its data is kept. Team members above the free plan's limit are suspended, not removed, and are restored if you upgrade again.
• Unless the law requires otherwise, fees are non-refundable once a billing period has started, including when you discontinue, downgrade or delete a workspace mid-period. Prices exclude taxes, which are added where applicable.
• We may change plan prices or limits. New prices apply to new purchases; for automatically renewing subscriptions we will give at least 30 days' notice before a price increase applies to you, and you can discontinue before it takes effect.

We aim for high availability and monitor the service continuously, but we do not guarantee uninterrupted or error-free operation. Planned maintenance will be scheduled to minimize disruption. Service levels, uptime commitments and support response times apply only where agreed in an order form or service-level agreement.

The service relies on third-party infrastructure and providers listed in the Data Processing Agreement, and may offer optional integrations. Optional third-party services are governed by their own terms; we are not responsible for them beyond our obligations to you under these terms and the DPA.

Padorix and its licensors own the platform, software, widget, designs, documentation and trademarks. You receive a non-exclusive, non-transferable right to use the service during your subscription. If you send us feedback, we may use it without obligation to you.

Each party will protect the other's non-public information with reasonable care, use it only for this relationship, and disclose it only to people who need to know it and are bound by similar duties, unless disclosure is required by law.

• You may delete a workspace or your account at any time from Settings, or stop using the service. Deleting a workspace stops its automatic renewal; the period already paid for is not refunded.
• We may suspend access immediately to prevent harm to the service, other customers, visitors or third parties, for a serious breach, or as required by law; otherwise we will give notice and a chance to fix the issue.
• We may terminate for material breach not remedied within 14 days of notice, or with 30 days' notice for convenience (with a pro-rata refund of prepaid fees).
• On deletion or termination, Customer Data is removed from the service, kept recoverable for a recovery window (currently 30 days), then permanently erased, except where the law requires us to keep it (for example billing records). Export your data before deleting.

Each party warrants it has authority to enter these terms. We warrant that we will provide the service with reasonable skill and care and in line with the Data Processing Agreement. Otherwise, to the fullest extent permitted by law, the service is provided "as is" and "as available", without other warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement.

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, goodwill or data (except our obligations to restore data from backups where we caused the loss). Each party's total liability arising out of these terms in any 12-month period is limited to the fees you paid Padorix in that period, or NGN 100,000 if greater for free plans. These limits do not apply to your payment obligations, a party's indemnity obligations, breach of confidentiality, or liability that cannot be limited by law.

You will defend and indemnify Padorix against third-party claims arising from your Customer Data, your use of the service in breach of these terms, or your failure to meet your obligations to visitors as data controller. We will defend and indemnify you against third-party claims that the service, as provided by us, infringes their intellectual property rights.

We may update these terms. We will post the new version with its effective date and, for material changes, notify account owners in the dashboard or by email at least 14 days in advance. If you do not agree, you may stop using the service before the change takes effect; continued use means you accept it.

These terms are governed by the laws of the Federal Republic of Nigeria. The parties will first try in good faith to resolve any dispute within 30 days of written notice. Unresolved disputes will be submitted to the courts of Lagos State, Nigeria, unless an order form specifies another forum. Nothing prevents either party from seeking urgent injunctive relief.

You may not assign these terms without our consent; we may assign them to an affiliate or successor with notice. If any provision is unenforceable, the rest remains in effect. Failure to enforce a provision is not a waiver. Neither party is liable for delays caused by events beyond its reasonable control. These terms, the DPA, the policies they reference and any order form are the entire agreement between us; an order form prevails where it conflicts.

Questions about these terms: support@padorix.com. Please include your account email or workspace name.