Terms of Service

These terms are between you — or the organisation you are signing up on behalf of — and Mohammed Banani, trading as Matter Chat ("we", "us"). By creating an account you accept them.

If you are agreeing on behalf of a company, you confirm you are authorised to bind it.

Matter Chat crawls content you nominate, indexes it, and serves an assistant that answers visitor questions from that content. You embed it on your own site with a script tag. Depending on your plan it can also capture contact details, hand a conversation to a human, and report on what visitors asked.

We improve the service continuously and may change how features work. If we remove something material from your plan, we will tell you before it happens.

• Keep your credentials and API keys secret. Activity under your account is your responsibility.
• Give us a real email address — it is where trial expiry, billing failures and security notices go.
• One person or organisation per account. Do not resell access to your workspace as though it were your own product, unless you are on a plan that expressly permits it.

New accounts start on a 14-day trial with no card required. The trial carries its own limits, which are lower than any paid plan; we will email you before it ends rather than let it lapse silently.

Paid plans are billed monthly or annually in advance. Current prices and limits are on the pricing page, which is the authoritative version — we have not restated them here so the two cannot disagree.

Paddle is our merchant of record. Your purchase contract for the payment itself is with Paddle, who handle the transaction, invoicing and any sales tax, and whose buyer terms apply alongside these. Refunds are processed through Paddle.

You may cancel at any time from your billing settings. Cancellation stops the next renewal; it does not refund the period you are in, and you keep access until that period ends.

Each plan includes an allowance of replies, a daily cap, and a limit on how many pages we will crawl. These exist to keep the service affordable and stable, and they are enforced in software rather than being aspirational.

• When a daily cap is reached the assistant stops replying until the cap resets. Your widget stays on your site and says so.
• Answers from a premium model consume more of your allowance than standard ones. The dashboard shows the rate before you enable it.
• We may contact you about usage that is disproportionate even within your plan — for example automated traffic driving replies that no human reads.

Your content stays yours. You grant us only the licence needed to run the service: to fetch, store, index and send it to our model providers so the assistant can answer from it.

You confirm you have the right to the content you ingest. Do not point the crawler at material you are not entitled to publish, and do not upload personal data you have no lawful basis to hold.

When you run a bot on your site, the people who use it are your visitors, not ours. In data protection terms you are the controller and we are your processor.

• Make clear in your own privacy notice that conversations are processed by a third-party provider, and link to ours.
• Do not present the assistant as a human. It identifies itself as an assistant; do not configure it to claim otherwise.
• Handle your visitors' access and deletion requests. We will help you carry them out, and will not action them without you.

The assistant answers from the content you give it. It is built to refuse rather than guess, and to say it does not know when your content does not cover a question — that is the central design decision of this product.

You are responsible for what your bot tells your visitors, in the same way you are responsible for what your website says.

Do not use Matter Chat to:

• Break the law, infringe someone's rights, or handle content you have no right to.
• Deceive people about who or what they are talking to.
• Generate spam, harassment, or material that exploits or endangers anyone.
• Probe, overload or reverse-engineer the service, or work around its limits, security controls or domain restrictions.
• Resell the service as your own where your plan does not allow it.

We aim to keep the service running continuously and we monitor it, but we do not offer a service level agreement and we do not promise uninterrupted availability. The service depends on third parties — hosting, database, model providers — and an outage at any of them can take it down.

We may take the service down for maintenance, and will give notice where the work is planned and disruptive.

If a payment fails, or a trial ends without a subscription, your account enters a short grace period. During it the service keeps running normally and we email you.

When the grace period ends without payment, the widget stops appearing to visitors on your site. Your account, bots, content and conversations are preserved and come back the moment you subscribe. We do not use your site to advertise that you have not paid.

If you no longer want the service, remove the script tag from your site or remove the domain from your bot's allowed list. Neither requires our involvement.

You can close your account at any time, which deletes your workspace and everything in it. Export anything you want to keep first — conversations and captured contacts can be downloaded as CSV from the dashboard.

We may suspend or close an account that breaches these terms. Except where the breach is serious or unlawful, we will tell you what is wrong and give you a reasonable chance to fix it first.

The service, its software, design and documentation remain ours. These terms grant you the right to use the service, not any ownership of it. Feedback you send us we may use freely, without obligation to you.

The service is provided as it is. To the extent the law allows, we exclude implied warranties of merchantability, fitness for a particular purpose and non-infringement.

We are not liable for lost profits, lost revenue, lost data or indirect or consequential loss. Our total liability arising out of these terms is limited to what you paid us in the twelve months before the claim arose.

Nothing here excludes liability that cannot lawfully be excluded — including for death or personal injury caused by negligence, or for fraud.

We may update these terms. For material changes we will email account holders at least 30 days beforehand, and continuing to use the service after they take effect means you accept them. If you do not, cancel before that date and we will refund the unused part of your current period.

These terms are governed by the laws of Morocco, and the courts of Morocco have exclusive jurisdiction over any dispute — save that if you are a consumer, you keep the protections of the mandatory law of your own country of residence.

If any provision of these terms is unenforceable, the rest continue in force.

Questions about this agreement go to [email protected].