Terms of Service

1. Parties and acceptance

These Terms of Service (the "Terms") are an agreement between Layvchat ("Layvchat", "we") and the person or organization that opens a Layvchat account or uses the Service (the "Customer", "you").

You accept the Terms when you agree to them on the sign-up form, make a payment or start using the Service. If you open an account on behalf of an organization, you confirm that you are authorized to bind it; in that case "you" means that organization.

The Service is intended for businesses and is used for commercial or professional purposes. You must be at least 18 years old to open an account.

The following documents form part of the Terms: the Acceptable Use Policy, the Data Processing Addendum, the Privacy Policy, the Cookie Policy, the Sub-processors list and the Security page. If they conflict, the Data Processing Addendum prevails on personal data matters and these Terms prevail on everything else.

2. Definitions

• Service: the Layvchat console, the live chat widget you add to your site, public help center pages, the email and ticket channels, mobile apps, the API, webhooks and all related features
• Workspace: the separate account area belonging to a Customer, where its team, settings and data are kept
• Agent: a person the Customer adds to its workspace who uses the console (including the owner, admin, supervisor and agent roles)
• Visitor: a person who uses the chat widget on the Customer’s site, sends the Customer an email or ticket, or reads its help center
• Customer Data: chats, emails, tickets, files, articles and visitor information entered into the Service by the Customer, its agents or its visitors
• Plan: the subscription plan that sets the number of agents and the available features

3. Account, team and access security

You must give accurate and current information when you sign up and update it in the console if it changes.

You manage the agents you add to your workspace and the roles you give them, and you are responsible for everything they do through the Service. Removing access for an agent who leaves your organization is your job.

Passwords, two-factor codes, API keys and signing secrets must be kept confidential and not shared. An agent account may not be shared by more than one person.

If you become aware of unauthorized access or a security vulnerability, tell us immediately at [email protected]. Unless we are at fault, you are responsible for losses from unauthorized use that happens before you notify us.

4. Licence and restrictions

During your subscription, and subject to these Terms, we grant you a non-transferable, non-sublicensable, non-exclusive right to use the Service for your own business’s customer communication.

You may not:

• copy, modify or reverse engineer the Service or its software, or try to obtain its source code (except where the law expressly allows it)
• resell, rent or offer the Service to third parties under your own brand without our written permission
• study the Service to build a competing product, or publish benchmark results without our permission
• try to bypass or disable plan limits, access controls or usage metering
• use the Service in any way that breaches the Acceptable Use Policy

5. Plans and trial

Plan contents and prices are published on the layvchat.com pricing page. No plan limits the number of chats; plans differ by number of agents and additional features.

New workspaces may get a free trial. We remind you by email 3 days and 1 day before the trial ends. If you don’t move to a paid plan when the trial ends, the workspace drops to the most basic plan; your data is not deleted, only the features of higher plans become unavailable.

You can upgrade at any time. When you move to a lower plan, agents and features beyond the new plan’s limits become unavailable; you choose which agents stay.

6. Payment

Paid plans are paid in advance at the start of each subscription period, in the amount and cryptocurrency shown on the payment screen. We do not accept card or bank transfer payments.

A dedicated payment address is created for each Customer and each payment. Send the payment only to the address shown on the payment screen, on the stated network and in the stated cryptocurrency, within the time shown.

A payment is complete once it reaches enough confirmations on the blockchain and our system verifies it; your plan is then activated automatically. An underpaid amount does not activate the plan until it is topped up. Payments sent to an expired payment request are recalculated at the current price.

Funds sent on the wrong network, to the wrong address or in an unsupported cryptocurrency often cannot be recovered. The Customer is responsible for such mistakes and for network fees (transaction fees, gas); where recovery is possible, we will reasonably help.

Blockchain transactions cannot be reversed, so payments are not refunded for subscription periods that have started. If the Service is unavailable for a long time for reasons on our side, if we remove a paid feature without prior notice, or where the law requires it, we refund the amount for the unused period in the cryptocurrency you paid with, to an address you provide, minus the network fee.

Subscriptions do not renew automatically; we send an email reminder before the period ends. If you don’t renew, you get a 7-day grace period after the period ends; after that the workspace drops to the most basic plan and your data is not deleted.

You are responsible for acquiring cryptocurrency, for its tax treatment and for its legal status in your country. Unless stated otherwise, prices exclude taxes.

We give at least 30 days’ notice of price changes by email. A change does not affect a period you have already paid for; it applies from your next renewal.

7. Customer Data

Customer Data belongs to you; we claim no ownership of it.

You are the controller of Customer Data and we are the processor acting on your behalf and instructions. The processing terms are in the Data Processing Addendum.

We process Customer Data only to provide the Service, keep it secure, fix problems and follow your instructions. We do not sell it, use it for advertising, share it with other customers or send it to external AI services.

To improve the Service, we may produce aggregated, anonymous statistics that do not identify individuals or you (for example, daily chat counts or average response times).

You can export your data from the console at any time.

8. Customer responsibilities

You are responsible for informing visitors to the sites and channels where you use the Service about how their personal data is processed, obtaining consent where required, and stating in your own privacy policy that you use a live chat service.

You are responsible for the content your agents publish in chats, emails, tickets and help center articles. Help center articles are public and must not contain confidential information.

You may use the email channel only to reply to people who have contacted you; the Service may not be used to send bulk or marketing email.

You are responsible for the security of the third-party systems you connect to the Service (your site, your member system, Telegram, your webhook receivers) and for the lawfulness of the data you send to them.

9. AI features

Smart reply suggestions and similar AI features in the Service run only on models hosted on Layvchat’s own servers. Your conversations are never sent to an external AI provider and are not used in suggestions for other customers.

AI output may be wrong, incomplete or out of date. You are responsible for having your agents check it before it reaches visitors. You can turn these features off at any time.

10. Third-party services

The Service lets you connect third-party services such as Sign in with Google, Telegram notifications, webhooks and the API. Those services have their own terms, and we are not responsible for their outages or changes.

When you turn on an integration, you instruct us to send that service the data it needs to work.

11. Availability and support

We take reasonable care to provide the Service without interruption or errors, but outages can happen because of maintenance, updates, problems at infrastructure providers or causes beyond our control. We announce planned maintenance in advance where possible and schedule it outside busy hours.

We may improve, change or add features. If we remove a feature you have paid for, we give at least 30 days’ notice.

We respond to support requests sent to [email protected] within a reasonable time.

12. Intellectual property

The Service’s software, design, documentation and the Layvchat brand belong to us. No rights pass to you other than the licence expressly granted in these Terms.

We may use your suggestions and feedback to improve the product without any obligation or payment to you.

We use your business’s name or logo as a reference only with your written permission.

13. Confidential information

Each party keeps confidential any information it learns under the agreement that is clearly confidential (technical details, quotes, business information) and uses it only for the agreement. This obligation survives the end of the agreement. It does not cover information that is public, independently developed or required by law to be disclosed.

14. Disclaimer

The Service is provided "as is" and "as available". To the extent permitted by applicable law, we give no express or implied warranty that the Service will meet all your needs, never be interrupted or be completely error-free.

15. Limitation of liability

To the extent permitted by applicable law, we are not liable for indirect damages, lost profits, revenue, business opportunity or reputation, or loss of data kept outside the Service.

Except in cases of intent or gross negligence, our total liability for all claims under the agreement is limited to the amount you paid us for the Service in the 12 months before the event that caused the damage.

These limits do not affect liability that the law does not allow to be limited.

16. Indemnity

You agree to cover reasonable losses and costs arising from third-party claims against us caused by your use of the Service in breach of these Terms, the Acceptable Use Policy or applicable law, or by Customer Data being unlawful. We will notify you of such a claim without delay and reasonably cooperate in the defence.

17. Term, suspension and termination

The agreement starts when you open your account and lasts until your workspace is closed.

You can close your workspace from the console at any time. Closing it does not entitle you to a refund for a paid period.

We may suspend your account or the relevant feature, or terminate the agreement, in the case of a serious breach of the Terms or the Acceptable Use Policy, a threat to the security of the Service or other customers, a legal obligation or an order of a competent authority.

Unless there is an urgent danger, we tell you before suspending and give you reasonable time to explain or fix the situation.

18. When the agreement ends

When the agreement ends, your right to use the Service ends. Except in cases of unlawfulness, we give you 30 days to export your data.

After that, Customer Data is deleted; removal from encrypted backups can take up to 30 more days. Records the law requires us to keep (for example, payment records) are kept for the legal period.

The provisions on confidentiality, intellectual property, limitation of liability, indemnity and governing law survive the end of the agreement.

19. Changes

We may update these Terms. We announce significant changes by email and in the console at least 30 days before they take effect. Changes made for security or legal reasons may take effect sooner.

If you don’t accept a change, you can close your workspace before it takes effect. Continuing to use the Service after the effective date means you accept the updated Terms.

20. Force majeure

Neither party is liable for failing to perform because of events beyond its reasonable control, such as natural disasters, war, epidemics, widespread internet or power outages, cyberattacks or orders of competent authorities. If such an event lasts more than 30 days, either party may terminate the agreement.

21. General

• Assignment: you may not assign your rights and obligations under the agreement without our permission. We may assign the agreement to a successor in a merger or business transfer, and will tell you if we do.
• Notices: notices to you are sent to the email address on your account or shown in the console. Notices to us are sent to [email protected].
• Severability: if a provision is held invalid, the other provisions remain in force.
• Waiver: not exercising a right does not mean giving it up.
• Entire agreement: these Terms and the linked documents are the entire agreement between the parties on this subject.
• Language: versions of this document in other languages are for information; if they differ, the Turkish version prevails.

22. Governing law and contact

These Terms are governed by the laws of the Republic of Türkiye. The courts and enforcement offices of Istanbul (Central) have jurisdiction over disputes.

Questions: [email protected]