Introduction
These Terms & Conditions ("Terms") govern your access to and use of the OXVO website, applications, software, APIs, and related services (collectively, the "Service"). By creating an account, purchasing a subscription, clicking "I agree", or otherwise accessing or using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.
If you are using the Service on behalf of a company or other legal entity (a "Customer"), you represent that you have authority to bind that entity, and references to "you" or "Customer" refer to that entity.
Definitions
The following definitions apply in these Terms:
"Account" means the workspace, organization, or subscription account you create to access the Service.
"Admin" means a Permitted User with administrative privileges to manage settings, users, permissions, integrations, and data within an Account.
"Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with a party (control means more than 50% ownership or the power to direct management).
"Customer Data" means data, content, files, and information submitted to or processed by the Service on your behalf, including messages, tickets, contact records, configuration data, and attachments.
"Customer Properties" means your websites, apps, and other digital properties where you deploy OXVO code, widgets, SDKs, or use the Service.
"Documentation" means OXVO's then-current technical and user documentation made available for the Service.
"End Users" means your customers, visitors, prospects, and other individuals who interact with you via Customer Properties and/or through the Service.
"Permitted Users" means your employees, contractors, and other individuals you authorize to access the Service under your Account.
"Session Data" means data collected when you enable session replay, co-browsing, analytics, or similar functionality, which may include event streams, navigation, technical diagnostics, and related metadata.
"Usage Data" means technical and operational data about how the Service is accessed and used (e.g., logs, performance metrics, feature usage), excluding Customer Data content where feasible.
"Order Form" means any ordering document, online checkout, invoice, or subscription confirmation describing plan terms, limits, fees, and subscription duration.
"Third-Party Services" means products, platforms, or services not provided by OXVO that interoperate with the Service (e.g., identity providers, messaging channels, payment processors, CRMs, analytics tools, AI model providers).
About the Service
OXVO provides an integrated software platform that may include customer support and engagement tools, automation and workflows, reporting and analytics, session replay, co-browsing, and other features, including AI-enabled functionality. The Service is provided on a subscription, usage-based, or other basis as described in your Order Form or as shown during checkout.
You may need to deploy OXVO code (such as a widget snippet), SDKs, or integrations on your Customer Properties to enable certain features. You are responsible for implementing and maintaining your deployment in accordance with the Documentation.
Account Registration and Security
Registration
You must provide accurate, complete, and current information when creating an Account and keep it updated. You are responsible for all activity under your Account.
Credentials
You must keep login credentials confidential and not share credentials between individuals. You will promptly notify OXVO if you suspect unauthorized access to your Account.
Admins and Permissions
Admins can control settings, users, permissions, integrations, and data. You are responsible for Admin actions and for maintaining appropriate internal controls (including role-based access and security policies).
Permitted Use and Restrictions
Permitted Use
Subject to these Terms and any applicable Order Form, OXVO grants you a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Service during your subscription term for your internal business purposes.
Restrictions
You will not (and will not allow any third party to):
Sell, resell, rent, lease, sublicense, or make the Service available to third parties except as expressly permitted by an Order Form.
Use the Service to develop, train, or improve a competing product or for competitive benchmarking without OXVO's prior written consent.
Reverse engineer, decompile, disassemble, or attempt to derive source code or access non-public APIs, except to the extent prohibited by applicable law.
Circumvent technical limits, rate limits, or access controls.
Interfere with or disrupt the integrity or performance of the Service, or attempt unauthorized access to systems or networks.
Upload or transmit malware, spyware, or harmful code.
Use the Service for unlawful, infringing, defamatory, harassing, hateful, or abusive activity.
Use session replay, co-browsing, or analytics features for covert surveillance or recording where notice/consent is legally required and not obtained.
Acceptable Use
You agree to use the Service only for legal, authorized, and acceptable purposes. You will not use (or assist others in using) the Service to:
Send spam, phishing, or unsolicited marketing in violation of applicable laws.
Collect personal data unlawfully or without required notices/consents.
Impersonate any person or entity or misrepresent affiliation.
Publish or distribute content that infringes third-party rights (including privacy, publicity, and intellectual property rights).
Engage in security testing or vulnerability scanning of the Service without OXVO's prior written consent.
OXVO may investigate suspected violations and may suspend or terminate access as described below.
AI Features
AI Inputs and Outputs
The Service may include AI-enabled features that generate suggestions, summaries, classifications, insights, automation assistance, or other results. "Input" means text, data, prompts, files, or instructions submitted to AI features. "Output" means the generated results returned by AI features.
Human Review and Responsibility
AI features may produce incomplete, incorrect, or inappropriate Output. You are responsible for reviewing and verifying Output before relying on it or sending it to End Users. You are solely responsible for all decisions and actions taken based on Output.
AI Restrictions
You will not use AI features or Output to:
Generate or distribute malware, phishing, or spam.
Violate privacy, consumer protection, or other laws.
Attempt to extract confidential instructions, proprietary prompts, or model internals.
Provide professional medical, legal, or financial advice to End Users without qualified human oversight.
AI Providers
AI features may rely on Third-Party Services (including model providers) to generate Output. Where applicable, such processing is governed by the data protection terms referenced in these Terms and by your configuration choices.
Customer Data and Privacy
Ownership
As between you and OXVO, you retain all rights in Customer Data. OXVO does not claim ownership of Customer Data.
License to Process Data
You grant OXVO a non-exclusive, worldwide, royalty-free right to host, process, transmit, and display Customer Data and Session Data solely to provide, maintain, secure, and improve the Service; provide support; prevent fraud and abuse; and comply with legal obligations.
Your Responsibilities
You are responsible for Customer Data and Session Data, including obtaining all necessary rights, consents, and permissions to collect, use, and share such data through the Service. This includes providing legally required disclosures and obtaining legally required consent for cookies, analytics, session replay, co-browsing, and communications.
Sensitive Data
Unless expressly agreed in writing by OXVO, you will not submit or process through the Service: (i) payment card data subject to PCI DSS (e.g., full card numbers or CVV); (ii) protected health information regulated under healthcare privacy laws; or (iii) other sensitive personal data where prohibited or where you cannot ensure compliance.
Usage Data and Aggregated Data
OXVO may collect and use Usage Data to operate, protect, and improve the Service. OXVO may also create aggregated and/or de-identified data derived from Customer Data, Session Data, and Usage Data, and use it for analytics, benchmarking, and product improvement, provided it is not reasonably capable of identifying you or End Users.
Data Retention and Deletion
Data retention may vary depending on your plan, configuration, and legal requirements. Where available, you can export or delete certain data using Service features. After termination or expiration, OXVO may delete Customer Data and Session Data in accordance with its standard retention practices, subject to legal obligations and backup retention.
Security, Availability, and Support
Security
OXVO uses commercially reasonable technical and organizational measures designed to protect Customer Data against unauthorized access, loss, alteration, or disclosure. However, no system is fully secure and you acknowledge that security risks exist.
Availability
The Service may be unavailable from time to time due to maintenance, upgrades, network conditions, Third-Party Services, or factors outside OXVO's reasonable control.
Support
Support availability and response times depend on your plan and any applicable support terms published by OXVO or included in an Order Form. To provide support, OXVO may access your Account as reasonably necessary to troubleshoot or respond to your requests.
No Emergency Services
The Service does not provide access to emergency services (such as police, fire, or medical services) and is not intended for emergency communications.
Fees, Billing, and Payment
Fees
Fees, plan limits, billing cadence, and usage-based charges are described in your Order Form, checkout flow, or pricing page at the time of purchase. Fees are generally non-refundable except as required by law or expressly stated in an Order Form.
Renewals and Cancellation
Subscriptions may renew automatically unless you cancel before the end of the current subscription period as described in your account settings or Order Form. If you cancel, access typically continues until the end of the paid period unless otherwise stated.
Overages and Limits
If your plan includes usage limits, you may incur additional charges if you exceed those limits, or the Service may restrict or throttle certain functionality. OXVO may require you to upgrade to continue usage above plan limits.
Taxes
Fees are exclusive of applicable taxes, levies, duties, or similar governmental assessments. You are responsible for applicable taxes, except taxes based on OXVO's net income.
Late Payments
If payment fails or your account becomes overdue, OXVO may suspend access until amounts are paid, and may charge late fees where permitted by law.
Third-Party Services and Integrations
Third-Party Terms
Third-Party Services are governed by your agreements with the third party, not these Terms. OXVO does not control and is not responsible for Third-Party Services.
Data Sharing
If you enable an integration, you authorize OXVO to exchange Customer Data with the Third-Party Service as needed to provide the integration. OXVO is not responsible for how Third-Party Services process data after transfer.
Changes
Integrations may change or be discontinued at any time.
Intellectual Property
OXVO Technology
The Service, including software, code, APIs, user interfaces, designs, and underlying technology (collectively, "OXVO Technology"), is owned by OXVO or its licensors and is protected by intellectual property laws. These Terms do not transfer ownership.
Feedback
If you provide suggestions or feedback, you grant OXVO a perpetual, irrevocable, worldwide, royalty-free right to use and exploit that feedback without restriction and without compensation.
Trademarks
OXVO names, logos, and marks are trademarks of OXVO. You may not use them without prior written permission, except as necessary to identify OXVO as the provider of the Service in a truthful, non-misleading manner.
Confidentiality
Confidential Information
"Confidential Information" means non-public information disclosed by one party to the other that is marked or reasonably understood to be confidential, including Customer Data and non-public technical details.
Protection
Each party will protect the other party's Confidential Information using at least reasonable care and use it only to perform under these Terms. A receiving party may disclose Confidential Information to its employees, contractors, and advisors who need to know it and who are bound by confidentiality obligations at least as protective as these Terms.
Compelled Disclosure
A party may disclose Confidential Information if required by law or valid legal process, and where legally permitted will provide notice and cooperate in seeking confidential treatment.
Disclaimers
Except as expressly stated in an Order Form, the Service is provided "as is" and "as available". To the maximum extent permitted by law, OXVO disclaims all warranties, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, title, and non-infringement.
AI features may generate inaccurate or inappropriate results. OXVO does not warrant that Output will be correct, complete, or suitable for any purpose.
OXVO is not responsible for Third-Party Services, including their availability, security, or functionality.
Limitation of Liability
To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business interruption arising out of or related to the Service or these Terms, even if advised of the possibility of such damages.
To the maximum extent permitted by law, OXVO’s total aggregate liability arising out of or related to these Terms will not exceed the amount paid or payable by you to OXVO for the Service giving rise to the claim during the twelve (12) months immediately preceding the event giving rise to liability. If you are using a free plan or trial, OXVO's total liability will not exceed US$100 (or equivalent), to the extent permitted by law.
Nothing in these Terms limits liability that cannot be limited under applicable law.
Indemnification
You will defend, indemnify, and hold harmless OXVO, its Affiliates, and their directors, officers, employees, and agents from and against third-party claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to: (i) your Customer Data or Session Data; (ii) your Customer Properties; (iii) your use of the Service; (iv) your breach of these Terms or violation of law; or (v) your failure to provide required notices or obtain required consents.
Term, Suspension, and Termination
Term
These Terms begin when you first accept them or first use the Service and continue until your subscription ends or your Account is terminated.
Suspension
OXVO may suspend or restrict access to the Service if OXVO reasonably believes you have violated these Terms, your use poses a security risk, your account is overdue, or OXVO is required to do so by law or legal process.
Termination
You may cancel your subscription as described in your account settings or Order Form. OXVO may terminate your access if you materially breach these Terms and fail to cure within a reasonable period after notice (where cure is possible), or immediately for non-curable breaches involving abuse, fraud, or security threats.
Effect of Termination
Upon termination or expiration, your right to access and use the Service ends and you must stop using the Service and remove deployed code from Customer Properties where applicable. You remain responsible for fees incurred through the end of the term and any outstanding amounts. OXVO may delete Customer Data and Session Data in accordance with its standard retention practices, subject to legal obligations and backups.
Survival
Sections that by their nature should survive will survive termination, including those relating to acceptable use, AI features, data rights, intellectual property, confidentiality, disclaimers, limitation of liability, and indemnification.
Compliance and Export Controls
You agree to comply with applicable export controls and economic sanctions laws. You represent that you are not located in, under the control of, or a national or resident of any country or region subject to comprehensive sanctions that would prohibit access to the Service, and you are not on any restricted party list.
Changes to These Terms
OXVO may update these Terms from time to time. Unless stated otherwise, updates take effect when posted. If an update materially reduces your rights, OXVO will use commercially reasonable efforts to provide notice (e.g., email or in-product). Your continued use of the Service after the effective date means you accept the updated Terms.
Contact
If you have questions about these Terms, contact OXVO at:
Support: info@oxvo.com
Legal: legal@oxvo.com