These Terms of Service ("Terms") govern your access to and use of the Sant Chat AI platform at sant.chat, the Sant Chat AI WordPress plugin, and all related services (collectively, the "Service") operated by Sant Limited ("Sant", "we", "us", or "our"), a company registered in New Zealand.

By creating an account, installing our plugin, or otherwise using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Definitions

"Customer" — a person or entity that registers an account on sant.chat and uses the Service.
"End User" — a visitor to a Customer's website who interacts with the Sant Chat AI widget.
"Plugin" — the Sant Chat AI WordPress plugin installed on Customer websites.
"Platform" — the sant.chat web application, including the dashboard, API, and backend services.
"Knowledge Base" — website content ingested and indexed by the Service for AI-powered responses.
"Credits" — the unit of usage that measures AI-generated responses (1 credit per text response, 5 credits per voice response).

2. Eligibility

You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Service. By using the Service, you represent that you meet this requirement and have the authority to bind yourself or your organisation to these Terms.

3. Account Registration

You must provide accurate and complete information when creating an account.
You are responsible for maintaining the security of your account credentials and API keys.
You must notify us immediately at hey@sant.chat if you suspect unauthorised access to your account.
You may not share your account or API keys with third parties without proper authorisation within your organisation.
We reserve the right to suspend or terminate accounts that violate these Terms.

4. The Service

4.1 Description

Sant Chat AI provides an AI-powered chat widget for WordPress websites. The Service includes:

A WordPress plugin that displays a chat widget on your website
AI-powered responses based on your website content (Knowledge Base)
Lead capture functionality to collect visitor contact information
Voice Chat Mode for spoken interactions (available on Pro plans and above)
A web dashboard for managing sites, viewing analytics, and configuring settings
Email notifications for captured leads
Teach Mode for manual AI corrections
Multi-site management capabilities

4.2 AI-Generated Content

The Service uses artificial intelligence (currently OpenAI GPT-4o-mini) to generate responses. You acknowledge and agree that:

AI-generated responses may occasionally be inaccurate, incomplete, or inappropriate despite our best efforts
You are responsible for reviewing and monitoring the accuracy of AI responses on your website
AI responses should not be relied upon as professional advice (legal, medical, financial, or otherwise)
We provide Teach Mode so you can correct inaccurate responses
We do not guarantee that AI responses will be error-free

4.3 Voice Chat Mode

Voice Chat Mode requires End User consent to access their device microphone. Audio is transmitted to our servers for processing, transcribed to text, and then discarded. Raw audio recordings are not stored. Voice Chat Mode is available on Pro plans and above and consumes 5 credits per response.

5. Plans, Pricing, and Billing

5.1 Free Plan

We offer a free plan with limited credits. The free plan does not require a credit card and includes basic features as described on our pricing page.

5.2 Paid Plans

Paid plans (Starter, Pro, Business) are billed monthly or yearly as selected at checkout.
Prices are listed in US Dollars (USD) and are exclusive of applicable taxes.
Subscriptions automatically renew at the end of each billing period unless cancelled.
Credits reset to zero at the start of each billing period.

5.3 Credit System

Each text-based AI response consumes 1 credit.
Each voice response consumes 5 credits (includes speech-to-text transcription, AI processing, and text-to-speech generation).
Content optimisation during Knowledge Base sync consumes 1 credit per page optimised.
When credits are exhausted, the chat widget will be automatically hidden from visitors until credits are reset or topped up.
Unused credits do not roll over to the next billing period (except bonus credits purchased via top-ups, which persist until consumed).

5.4 Credit Top-Ups

You may purchase one-time credit top-ups (Boost packs) at any time. Top-up credits are added as bonus credits and do not expire at the end of a billing period.

5.5 Plan Changes

Upgrades take effect immediately. You will be charged a prorated amount for the remainder of your current billing period.
Downgrades take effect at the end of your current billing period.

5.6 Payment Processing

All payments are processed by Stripe. By providing payment information, you agree to Stripe's Terms of Service. We do not store your credit card details.

5.7 Refunds

If you are not satisfied with the Service, you may request a full refund within 14 days of your initial purchase, provided that no credits have been consumed during the billing period. Once credits have been used, the subscription is considered actively consumed and is non-refundable. After the 14-day window, refunds are at our discretion. Credit top-ups are non-refundable once any top-up credits have been consumed. To request a refund, contact hey@sant.chat.

6. Acceptable Use

You agree not to use the Service to:

Violate any applicable law, regulation, or third-party rights
Transmit content that is illegal, harmful, threatening, abusive, defamatory, obscene, or otherwise objectionable
Attempt to manipulate, exploit, or inject malicious prompts into the AI system
Use the Service to generate spam, phishing content, or unsolicited communications
Attempt to reverse-engineer, decompile, or extract source code from the Platform
Circumvent rate limits, credit limits, or other usage restrictions
Share, resell, or sublicense access to the Service without our written consent
Use the Service in a manner that could damage, disable, or impair our infrastructure
Collect personal data from End Users in violation of applicable privacy laws
Use the Service to provide medical, legal, financial, or emergency advice without appropriate disclaimers
Impersonate any person or entity or misrepresent your affiliation

We reserve the right to suspend or terminate your account if we determine, in our sole discretion, that you have violated these acceptable use provisions.

7. Intellectual Property

7.1 Our Intellectual Property

The Service, including the Platform, Plugin, APIs, documentation, design, code, and all related materials, is owned by Sant Limited and protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, or create derivative works of the Service except as expressly permitted by these Terms.

7.2 Your Content

You retain ownership of all content you provide to the Service, including your website content (Knowledge Base), manual corrections, business information, and configuration settings. By using the Service, you grant us a limited, non-exclusive, worldwide licence to process, store, and transmit your content solely for the purpose of providing the Service to you.

7.3 End User Content

Chat messages and data submitted by End Users through the widget on your website are owned by you (the Customer). You are responsible for how you collect, use, and store End User data in compliance with applicable laws.

7.4 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, irrevocable, royalty-free licence to use, implement, and incorporate that feedback into the Service without obligation to you.

8. Data and Privacy

Our collection and use of personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you agree to the practices described in our Privacy Policy.

As a Customer, you acknowledge that you act as a data controller for End User data collected through the chat widget on your website, and Sant Limited acts as a data processor. You are responsible for providing appropriate privacy notices to your End Users and obtaining any required consents.

9. Service Availability and Support

9.1 Uptime

We strive to maintain 99.9% uptime for the Platform and API services. However, we do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.

9.2 Support

Free plan — email support
Starter plan — email support
Pro plan — priority email support
Business plan — dedicated support

Support is available via hey@sant.chat. We aim to respond within 2 business days for free plans and within 1 business day for paid plans.

9.3 Modifications to the Service

We may modify, update, or discontinue features of the Service at any time. We will provide reasonable notice of material changes. If changes materially reduce the functionality of your paid plan, you may cancel your subscription for a prorated refund.

10. Plugin and WordPress Compatibility

The Plugin is designed for WordPress 5.0 and above, tested up to WordPress 6.7.
We make reasonable efforts to maintain compatibility with major WordPress versions, popular themes, and plugins (including WooCommerce and Elementor).
We are not responsible for conflicts caused by third-party themes, plugins, or custom code on your WordPress site.
Plugin updates are delivered through our auto-update system. We recommend keeping the Plugin updated to the latest version.

11. Limitation of Liability

To the maximum extent permitted by applicable law, including the New Zealand Consumer Guarantees Act 1993 (where applicable):

Sant Limited shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the Service.
Our total aggregate liability for any claims arising from or related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim.
We are not liable for the accuracy or appropriateness of AI-generated content.
We are not liable for any loss of data, revenue, or business opportunities resulting from use of the Service.

New Zealand Consumer Law: Nothing in these Terms excludes or limits any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 that cannot be excluded or limited by law.

12. Indemnification

You agree to indemnify, defend, and hold harmless Sant Limited, its directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

Your use of the Service
Your violation of these Terms
Your violation of any applicable law or third-party rights
Content you provide to the Service (including Knowledge Base content)
Your collection and use of End User data through the chat widget

13. Termination

13.1 By You

You may cancel your subscription at any time through the Stripe billing portal accessible from your dashboard. Cancellation takes effect at the end of your current billing period. You may delete your account by contacting hey@sant.chat.

13.2 By Us

We may suspend or terminate your account immediately if you:

Violate these Terms or our Acceptable Use policy
Fail to pay applicable fees
Engage in fraudulent or illegal activity
Use the Service in a manner that threatens the security or integrity of our infrastructure

We will provide reasonable notice before termination where possible, except in cases of serious violations.

13.3 Effect of Termination

Upon termination, your access to the Platform and API will cease.
Your Knowledge Base data will be deleted from our vector database.
Data stored locally on your WordPress site (chat logs, leads) will remain until you uninstall the Plugin.
Uninstalling the Plugin will delete all local plugin data (chat logs, leads, settings) from your WordPress database.
Sections 7 (Intellectual Property), 11 (Limitation of Liability), 12 (Indemnification), and 15 (Governing Law) survive termination.

14. Dispute Resolution

If a dispute arises, we encourage you to contact us first at hey@sant.chat to resolve it informally. If we cannot resolve the dispute within 30 days, either party may pursue formal resolution as follows:

Disputes shall first be submitted to mediation under the resolution procedures of the Arbitrators' and Mediators' Institute of New Zealand (AMINZ).
If mediation fails, disputes shall be resolved by arbitration under AMINZ rules.
Nothing in this section prevents either party from seeking urgent interim relief from a court of competent jurisdiction.

15. Governing Law

These Terms are governed by and construed in accordance with the laws of New Zealand. You agree to submit to the non-exclusive jurisdiction of the courts of New Zealand for any disputes arising from these Terms or the Service.

16. General Provisions

16.1 Entire Agreement

These Terms, together with our Privacy Policy and Cookies Policy, constitute the entire agreement between you and Sant Limited regarding the Service.

16.2 Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

16.4 Assignment

You may not assign or transfer these Terms without our prior written consent. We may assign our rights and obligations under these Terms in connection with a merger, acquisition, or sale of assets.

16.5 Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms due to circumstances beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, internet outages, or third-party service failures.

17. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by posting the updated Terms on this page with a revised "Last updated" date. If changes are significant, we may also notify you via email or through the Service dashboard. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

18. Contact Us

If you have questions about these Terms, contact us at:

Sant Limited
New Zealand
Email: hey@sant.chat