Terms of Service

1. Introduction

Heilo (the “Service”) is live chat software provided as a service: a chat widget for websites and a chat API and SDK for web and mobile apps, a team inbox, chatbot rules, an AI assistant, tickets, contacts, reports, a REST API and webhooks, and the Heilo mobile app. The Service is provided by DANG NGUYEN HONG KHA, the operator of Heilo (“we”, “us”). These Terms of Service are an agreement between us and the individual or organization that signs up for the Service (the “Customer”, “you”).

By signing up for, signing in to or using the Service, you agree to these Terms and to our Privacy Policy. If you use the Service on behalf of an organization, you confirm that you have the authority to bind that organization to these Terms. If you do not agree, please do not use the Service.

2. Accounts and sign-in

You can sign in with a Google account, an Apple account, or an email address and a password (confirmed with a code we email you). We store only a salted hash of your password. You can add two-step verification with an authenticator app. You are responsible for keeping your sign-in methods secure and for all activity under your account.
You must be at least 18 years old and have full legal capacity under the applicable law.
The person who creates a workspace is its Owner. The Owner can invite members by email with the Admin or Agent role, is responsible for those members’ activity, and decides on buying, changing or cancelling the plan.
The Heilo mobile app uses the same account and these Terms. Downloading it is also subject to the terms of the App Store or Google Play.
You must tell us right away at [email protected] if you discover unauthorized access to your account.

3. Free trial and free plan

Each user’s first workspace gets a 3-day free trial with all features, no payment card required. Workspaces created afterwards do not include a trial.
When the trial ends, we do not charge you automatically. Unless you buy a plan or redeem a promotion code, the workspace moves to the free plan (1 website, 1 team member and 100 conversations a month, with the features shown on the Pricing page). Websites and team members above those limits are paused, not deleted, and come back when you upgrade (see Data retention in the Privacy Policy).
We may refuse or end a free trial if we detect abuse, for example creating several accounts to get repeated trials.

4. Plans and payment through Polar

Besides the free plan, the paid plans are Starter ($3/month), Pro ($12/month) and Business ($29/month), or billed yearly at $30, $120 and $290 respectively (2 months free). The limits and features of each plan are those shown on the Pricing page at the time you buy.
Purchases are handled by Polar (polar.sh) acting as the Merchant of Record. Polar charges you, calculates and pays applicable taxes (such as VAT/GST or sales tax), issues invoices and receipts, and handles refunds and payment disputes. Payments are also subject to Polar’s Buyer Terms. We never collect or store your card details.
Prices on the Pricing page are in US dollars; the final amount (including any taxes) is the amount shown on Polar’s checkout page.
Paid plans are subscriptions that renew automatically at the end of each billing period until you cancel.
You can cancel at any time in the Polar customer portal (the “Manage billing” button on the Plans & billing page in Heilo). After cancelling, you keep access until the end of the period you have paid for; the subscription then does not renew and the workspace moves to the free plan. Changing plans, updating your payment method and downloading invoices are also done in the Polar customer portal.
If a payment fails, Polar may retry it and you can keep using the Service in the meantime. If the subscription ends because payment could not be collected, you lose access to paid features.
Refund requests are reviewed by Polar under Polar’s refund policy and applicable law. Cancelling does not automatically refund the rest of a period you have already paid for. You can write to [email protected] for help.
We may change our prices. We will give at least 30 days’ notice of any change, and new prices apply only from your next renewal.

6. Your websites, apps and visitor data

When you add the Heilo widget to a website, or connect a web or mobile app through the chat API or SDK, the Service collects and stores data about the people who chat with you (“visitors”) on your behalf: messages and the files they send, the page being viewed, browser and device information, language, time zone, and contact details (name, email, phone number) if the visitor gives them or you pass them to Heilo. See the Privacy Policy for details.

For this data, you are the data controller and we are the data processor: we process it only on your instructions and to provide the Service. You agree to:

Tell your visitors (for example in your own privacy policy) that you use a third-party live chat service, what data is collected, and, where you use it, that some answers may come from an AI assistant.
Have a lawful basis (for example the visitor’s consent where the law requires it) for collecting and processing that data, including details of your signed-in users that you pass to Heilo.
Receive and handle requests from your visitors about their personal data.
Not ask visitors to send sensitive data through the chat, such as payment card numbers, passwords, identity document numbers or health information.
Take responsibility for data you send out of Heilo through webhooks, the REST API, the MCP server or integrations you set up.

If a visitor leaves an email address, we may email them your team’s replies (and a note when you mark their request as solved) on your behalf when they are no longer chatting; these emails show your website’s name and include a link to stop them. The name and profile photo of the agent who replies are shown to visitors.

7. AI assistant

On plans that include it, you can let the AI assistant answer visitors using your knowledge base and the conversation. Answers are written by a third-party AI model (currently Claude, by Anthropic) and can be wrong or incomplete.
You are responsible for the knowledge you give the assistant, for checking how it answers and for what it says on your behalf. Monthly and daily answer limits apply per plan.
The assistant only receives what it needs to answer: your knowledge base, your instructions and the conversation. Under our AI provider’s API terms, this data is not used to train its models.

8. Acceptable use

You must not use the Service to:

Break the laws of Vietnam or the laws of the place where you or your visitors live.
Send spam, scams or phishing messages, or distribute malware.
Use the email features (replies to visitors, emails about requests) to send unsolicited or bulk email. We apply daily email limits and may stop email for a workspace that abuses them.
Post or store content that infringes the intellectual property or privacy of others, or content that is harassing, hateful, obscene or harmful to children.
Gain unauthorized access, scan for vulnerabilities, get around rate limits or bot checks, or overload the system; or reverse engineer or copy the Service’s software.
Resell or sublicense the Service without a written agreement with us.

9. Content and ownership

You keep all rights to your content: messages, files, widget settings, chatbot rules, knowledge base, notes, tickets and visitor data. You grant us the right to store, process, transmit and display that content as far as needed to provide the Service.
The Heilo software, interface, brand and name belong to us. While your use of the Service is valid, you have a non-exclusive, non-transferable right to use it.
You can get your conversation and visitor data out through the REST API, and export contacts as CSV, on plans that include those features.
If you send us feedback about the Service, we may use it without any obligation to you.

10. API, webhooks and connected services

API keys, identity secrets and webhook signing secrets are confidential. You are responsible for protecting them and for revoking them right away if you think they have been exposed. API use is subject to rate limits. We will give reasonable notice before changes that break compatibility.
When you connect another service, such as a Facebook Page or Instagram account, a WordPress or WooCommerce site, or your own file storage (BunnyCDN, Cloudflare R2, Amazon S3 or FTP), that service’s own terms also apply. Messenger and Instagram replies follow Meta’s rules, including how long after a customer’s last message you can reply.
If you connect your own file storage, files sent in your chats are stored there instead of on Heilo. You are responsible for that storage account, its security and its costs.

11. Availability and changes to the Service

We make reasonable efforts to keep the Service running reliably, but we do not guarantee that it will always be available, uninterrupted or error-free. The Service may be paused for maintenance or because of incidents beyond our control. We may add, change or remove features; if we stop providing the Service altogether, we will give at least 30 days’ notice so you have time to retrieve your data.

12. Suspension and termination

You can stop using the Service at any time: cancel your plan in the Polar customer portal, then delete your workspace in Settings. A paid plan that still renews has to be cancelled before the workspace can be deleted. The workspace is deleted for good 3 days after you confirm, and you can cancel the deletion at any time until then; after that it cannot be recovered. You can also delete your whole Heilo account in Settings: it is deleted for good 14 days later, together with the workspaces you own, and you can cancel until then.
We may suspend or end your access if you break these Terms or fail to pay, at the request of a competent authority, or when needed to protect the security of the Service and other users. Except in emergencies or serious breaches, we will tell you in advance.
After termination, your data is handled as described under Data retention in the Privacy Policy.

13. Disclaimer of warranties

As far as the law allows, the Service is provided “as is” and “as available”, without any warranties other than those expressly stated in these Terms, including any warranty of fitness for a particular purpose.

14. Limitation of liability

As far as the law allows, we are not liable for indirect, incidental or consequential damages, including loss of profits, revenue or data. Our total liability arising from or relating to the Service will not exceed the total amount you paid for the Service in the 12 months before the event giving rise to the liability.

15. Indemnification

You agree to indemnify us for losses and reasonable costs arising from third-party claims related to your content, your breach of these Terms or of the law, or your collection and use of visitor data.

16. Changes to these Terms

We may update these Terms. For important changes, we will tell you by email or in the dashboard at least 15 days before they take effect. If you keep using the Service after that date, you accept the updated Terms.

17. Governing law and disputes

These Terms are governed by the laws of Vietnam. Disputes will first be resolved through negotiation; if they cannot be resolved within 30 days, they will be brought before the competent court in Ho Chi Minh City, Vietnam. Disputes about payment transactions are also subject to Polar’s terms.

18. Contact

Operated by: DANG NGUYEN HONG KHA
Service: Heilo, heilo.chat
Email: [email protected]

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