Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the AstroX platform provided by ASTROX TECHNOLOGIES LTD (“we”, “us”, “our”). By creating an account or using the service, you agree to these Terms in full.

Definitions

The following terms have the meanings given below wherever they appear in these Terms:

• “AI Reply” means a single response generated by the AI agent and delivered to an end-customer on any channel (web chat, WhatsApp, or email, including AI-generated email drafts at the moment of generation). Messages sent by end-customers, responses written by human agents, and handoff notifications do not count as AI Replies. Each subscription plan includes a monthly allowance of AI Replies; one AI Reply consumes one credit from your account.
• “Automated channel” means any channel (including web chat, WhatsApp, email auto-reply) where the AI agent is configured to respond to end-customers without per-message human review, based on pre-approved knowledge sources, workflows, and guardrails set by the customer.
• “Draft / review channel” means any workflow where the AI agent generates response drafts for human review and approval before sending (for example, email inbox management in agent-assist mode).
• “Knowledge sources” means the content, policies, FAQs, product data, and other materials you upload or connect to the platform to configure the AI agent's responses.
• “Your Content”, “Usage Data” and “Aggregate Data” have the meanings given in Section 11.
• “Services” means the AstroX software platform, APIs, integrations, and related support as described in these Terms and your subscription plan.

1. About us

AstroX is a trading name of ASTROX TECHNOLOGIES LTD, a company incorporated in England and Wales (Company No. 16584933). Registered in England and Wales. Registered office: Office 21432, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom. Contact: support@astroxtech.com.

2. The service

We provide AI agent software for eCommerce businesses, including AI-assisted sales, customer support automation, and integrations with platforms such as Shopify and WhatsApp. Features available to you depend on your subscription plan.

AI automation model: The platform operates on a two-tier model. In Automated channels, the AI agent sends responses automatically based on knowledge sources, workflows, and guardrails you have pre-approved during setup — no per-message human review is required or implied. In Draft/review channels (such as email agent-assist mode), the AI generates draft responses for a human agent to review and send. You are responsible for configuring which channels operate in automated mode and for ensuring your pre-approved knowledge sources and guardrails are appropriate before enabling automation.

Changes to the Services: We develop the Services continuously. We may at any time add, modify, replace, restrict, re-price, move between plans, make subject to an add-on, or discontinue any feature, functionality, integration, plan, allowance, or add-on. Where a change materially reduces the core functionality of a paid plan you are subscribed to, we will give you at least 30 days' notice by email or in-product, and your remedy is to cancel before the change takes effect (in that case we will refund pro rata any fees prepaid for the period after cancellation). Changes that add functionality, correct defects, respond to the requirements of third-party platforms on which the Services depend, or are needed for security, legal, or regulatory compliance may be made without notice. We may roll out features to some customers, plans, or regions before others.

Eligibility: The service is provided to businesses only. By creating an account, you confirm that: (a) you are acting on behalf of a legally registered business and not as a consumer; (b) you have full authority to bind that business to these Terms; and (c) you are at least 18 years old. If you are a sole trader or individual, you acknowledge that you are using the service in a commercial capacity and not as a consumer for the purposes of the Consumer Rights Act 2015. We collect your company name at registration as evidence of business use. You may also be asked to provide a company registration number or VAT number for verification purposes. Because the Services are supplied to businesses for business purposes, the cancellation (“cooling-off”) rights in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent consumer laws in other jurisdictions do not apply; cancellation and refunds are governed solely by Section 5. If, despite this Section, you are found to be a consumer under mandatory law, nothing in these Terms limits rights that cannot lawfully be excluded, and the remaining provisions apply to the fullest extent permitted.

3. Free trial

New accounts start on a single 7-day free trial workspace with a fixed feature set (regardless of any plan selected at sign-up). No credit card is required to start a trial. The trial includes an allowance of up to 300 AI Replies, which is activated when you connect your Shopify store or your WhatsApp Business number (whichever you connect first); if the allowance is used up before the trial ends, automated AI responses pause until you subscribe to a paid plan. Trial limits (including the number of connected channels, bots, and companies) may differ from paid plans and are shown in the product.

To continue using automated features after the trial, you must subscribe to a paid plan from your Billing page before or after the trial ends; your subscription begins and your payment method is charged the applicable plan fee for the first billing period at that point. If you do not subscribe by the end of the 7-day trial, automated AI features and content management are suspended and your workspace enters a 30-day read-only grace period, during which you can still sign in to view your Inbox, export your data, and subscribe to reactivate. After the grace period, login access is removed and data is handled in accordance with our retention policy (s.10).

Trial scope: The free trial is designed for self-serve evaluation of core platform features. It does not include human-assisted onboarding, custom prompt design, managed integration support, or dedicated technical setup. Advanced integrations (such as deep Shopify or WhatsApp configuration) may require a paid plan and, where applicable, a separate onboarding engagement. The trial period is your opportunity to assess whether the service meets your requirements before committing to a paid subscription.

4. Subscriptions, billing, and auto-renewal

Subscriptions are billed monthly in advance. Annual billing is not offered as a standard plan but may be arranged by separate written agreement — contact us if this is required.

• Auto-renewal: Your subscription renews automatically at the end of each billing period. We will charge your stored payment method for the next period's fee unless you cancel before the renewal date.
• Price changes: We will give you at least 30 days' written notice (by email) before any price increase takes effect. If you do not cancel before the new price applies, you are deemed to accept the new pricing.
• Taxes: All fees are exclusive of VAT and other applicable taxes, which will be added at checkout where required.
• Failed payments: If a payment fails, we will retry the charge and notify you by email. We may allow a short grace period before restricting AI features, and may shorten or withhold it where we detect suspected fraud, repeated payment failures, or a chargeback history. If the amount remains unpaid, we may suspend all or part of the Services and terminate the subscription under Section 15, without prejudice to amounts due.
• Overdue amounts: Any amount not paid when due accrues statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 from the due date until paid in full, and you will reimburse our reasonable costs of recovery, including collection agency and legal fees. We may set off any amount you owe us against any amount we owe you, including refunds. All amounts are payable without deduction or withholding; if withholding tax applies, you will gross up the payment so that we receive the amount invoiced.
• Plan changes: You may upgrade your subscription plan at any time; the upgrade takes effect immediately and you will be charged a pro-rata amount for the remainder of the current billing period. Downgrades take effect at the start of the next billing period. Unused monthly AI reply allowance does not carry over between billing periods (top-up credits do carry over — see Section 5.1).
• Add-ons: Optional add-ons (such as additional channels, agent seats, or connected stores) are billed monthly alongside your plan at the prices shown on our pricing page, and can be cancelled in the same way as your plan.
• Allowance exhaustion: When your monthly AI reply allowance and any available top-up credits are used up, automated AI responses pause until your allowance renews, you purchase top-up credits, or you upgrade your plan. We do not bill usage beyond your allowance automatically. Additional AI Replies are available only through top-up credits you purchase, or through auto-reload if you have enabled it; enabling auto-reload is your instruction to charge your stored payment method as described in Section 5.1. Top-up prices vary by plan, are shown on your Billing page, and may be changed for future purchases at any time.
• Founding Member offer: Available only to the first ten (10) eligible new paid subscriptions that apply a valid Founding code at checkout, while codes remain available; we may close the offer to new sign-ups at any time. The founding discount is 20% off the list price for 12 consecutive months of continuous paid subscription from the first paid billing date, and applies to whichever eligible plan (Starter, Growth or Scale) is active during that period, including after an upgrade or downgrade. It does not apply to add-ons or top-up credits, is non-transferable, cannot be combined with other offers, and ends early if the subscription is cancelled or lapses for non-payment; a subscription that is cancelled and later restarted is not eligible for the offer. At the end of the founding period the subscription continues at the then-current list price for the active plan; we will remind you by email at least 30 days before the first list-price charge. Founding Members agree, on request, to take part in one product feedback session and to be identified as a customer under Section 12A; any testimonial or case study remains subject to your written approval.
• Promotions: Promotional prices, discount codes, credits, and free periods are subject to the conditions stated when offered, are personal to the account they are granted to, may not be combined unless we say otherwise, and may be withdrawn or changed for future sign-ups at any time without affecting offers already redeemed.

5. Cancellation and refunds

You may cancel your subscription at any time through your account settings or by emailing support@astroxtech.com. Cancellation takes effect at the end of the current billing period. Your access to the platform remains active until the end of that period.

30-day reactivation window: If you reactivate your subscription within 30 days of your cancellation date, we will restore your account, bots, settings, and any data still retained under your plan's post-cancellation retention period (Section 10), on a reasonable-endeavours basis. Data already deleted under that period, third-party connections that have expired or been revoked by the third party (for example Shopify or WhatsApp authorisations, which you may need to reconnect), and top-up credits forfeited under Section 5.1 cannot be restored. This 30-day window applies to all plans. After 30 days, your account data may be permanently deleted and cannot be recovered.

Cancelling from your account settings stops the next renewal charge immediately, provided it is done before the renewal date. Cancellation requests sent by email are actioned within two business days; to make sure an email request is processed before your renewal date, please send it at least two business days in advance.

Refunds: All fees are non-refundable. We do not provide refunds or credits for partial billing periods, unused allowance, downgrades, renewal periods, or periods during which you did not use the Services, except as expressly provided in these Terms or the DPA (for example, Section 2 (Changes to the Services), Section 15A, and DPA Section 6) or where required by law. We may, in our sole discretion and in exceptional circumstances, issue a goodwill refund or credit; doing so does not create an entitlement or a precedent, and any such refund will not exceed the most recent monthly fee. The existence of an open bug report, feature request, or support ticket does not entitle you to a refund.

Payment disputes and chargebacks: If you initiate a chargeback or payment dispute with your card issuer or bank rather than first contacting us to resolve the matter, we may: (a) immediately suspend your access to the platform; (b) treat the disputed amount as an outstanding debt; (c) require you to reimburse any dispute, chargeback, or reversal fee our payment processor charges us in respect of that dispute, in the amount actually charged; and (d) take steps to recover the disputed amount. We maintain full records of service delivery including account activation timestamps, login records, AI reply counts, integration connection status, and support correspondence, which we will provide to payment processors in the event of a dispute. We encourage you to contact us at support@astroxtech.com before raising any payment dispute.

5.1 Prepaid AI reply credits (top-up)

Where you purchase additional AI reply credits beyond your plan's monthly allowance (“top-up credits”), the following terms apply:

• Top-up credits are non-refundable once purchased.
• Top-up credits are valid for 12 months from the date of your most recent top-up purchase.
• If you cancel your subscription, any unused top-up credits are placed into a 30-day hold period. If you reactivate your account within 30 days of cancellation, your unused credits will be reinstated in full.
• If you do not reactivate within 30 days of cancellation, any remaining top-up credits are permanently forfeited and will not be refunded or transferred.
• Credits held during the 30-day grace period cannot be used until your account is reactivated on an active paid plan.
• Auto-reload (optional): You may enable automatic top-up purchases from your Billing page, at a threshold and amount you choose. When enabled, your stored payment method is charged automatically each time your credit balance falls below your chosen threshold, subject to a cooldown period between purchases. Auto-reload is off by default, is not available during the free trial, and can be disabled at any time. Credits purchased by auto-reload are top-up credits and follow the terms above.

5.2 Fair use

Where a plan or feature is described as “unlimited” (including Enterprise AI replies and any unlimited bots, stores, or knowledge base allowances), it is subject to reasonable fair use. Usage far outside normal commercial patterns for a business of your size and type, or automated or abusive consumption prohibited by the Acceptable Use Policy, is not covered. If your usage materially exceeds fair use, we will ordinarily contact you first to agree an appropriate plan or add-on. However, where excess usage threatens the stability, security, or performance of the Services for other customers, or exposes us to material cost, we may throttle, restrict, or suspend the affected usage immediately and will notify you as soon as practicable. With your agreement, excess usage may instead be charged at the then-current top-up rate for your plan, or your account moved to a suitable plan.

5.3 WhatsApp Business (BYOA)

AstroX operates a Bring Your Own Account (BYOA) model for WhatsApp Business. You connect your own WhatsApp Business account (via Meta's WhatsApp Cloud API). Meta Platforms bills you directly for WhatsApp conversation fees. AstroX has no billing relationship with you for WhatsApp usage charges, and we have no obligation to refund, credit, or compensate for any WhatsApp conversation fees charged by Meta or your chosen API provider.

5.4 Support and issue resolution

We provide support by email (support@astroxtech.com) and through in-platform channels on UK business days (Monday to Friday, excluding public holidays in England and Wales), between 09:00 and 17:00 UK time, on a reasonable-endeavours basis and in English. Unless a separate written Service Level Agreement applies to your account, no response, resolution, or availability time is guaranteed; any target times we publish or communicate are indicative only and do not create a contractual commitment. Whether a reported issue is a defect, a configuration or usage matter, or a feature request is determined by us acting reasonably; only confirmed defects are scheduled for remediation, and we may ask for reproduction details before reviewing a report. Open or unresolved reports do not entitle you to a refund, service credit, or suspension of payment obligations. During the free trial the Services are provided for evaluation only and we do not guarantee production-level performance; you are responsible for evaluating suitability before committing to a paid subscription.

6. Account responsibilities

You are responsible for:

• Maintaining the security and confidentiality of your login credentials, API keys, widget embed keys, webhook secrets, and the credentials of any third-party account, mailbox, sending domain, or phone number you connect to the Services.
• All activity that occurs under your account, including the acts and omissions of your employees, contractors, agencies, and anyone else you allow to access it.
• Providing accurate business and billing information.
• Ensuring all users with access to your account comply with these Terms.
• Keeping the systems, devices, browsers, and networks you use to access the Services secure and up to date.

You must notify us immediately at support@astroxtech.com if you suspect any unauthorised use of your account or any actual or suspected security incident affecting the Services, and you will reasonably cooperate with us in investigating and mitigating it. You will not publicly disclose a suspected vulnerability or incident before we have had a reasonable opportunity to address it. We may rotate, revoke, or require you to reset any credential or key where we reasonably suspect it has been compromised, without liability to you.

6A. Your representations and warranties

You represent and warrant to us, on an ongoing basis, that:

• you have, and will maintain, all rights, licences, consents, and lawful bases necessary to submit Your Content and your end-customers' personal data to the Services and to permit us to process them as described in these Terms and the DPA;
• all information you provide to us is accurate, complete, and current, and you will keep it up to date;
• you and every user of your account will use the Services in compliance with all applicable laws, including data protection, consumer protection, e-commerce, advertising, and electronic marketing laws, and with the terms of every third-party platform you connect;
• Your Content and your knowledge sources do not and will not contain material that is unlawful, defamatory, infringing, fraudulent, deceptive, obscene, or harmful, or that you do not have the right to transmit;
• you will not upload to the Services, and will not configure the AI agent to request, payment card numbers, bank account details, government-issued identification numbers, or personal data of children under the age of 16 (or the higher age set by applicable law); special category data may be processed only as permitted by the Acceptable Use Policy; and we have no liability in respect of any such data that is nonetheless submitted;
• your products, services, pricing, promotions, policies, and fulfilment practices comply with applicable law, and the information you configure or connect about them is accurate and kept current.

We may request information reasonably necessary to verify your compliance with this Section, and may suspend the Services under Section 15 if you do not provide it.

7. Acceptable use

Your use of the service is subject to our Acceptable Use Policy, which is incorporated into these Terms by reference. In summary, you must not use the service to engage in illegal activity, deceive or harm customers, send unsolicited communications, or violate the terms of any connected third-party platform.

8. AI output, automated actions, and your responsibility

AI outputs generated by the platform are probabilistic and may be inaccurate, incomplete, out of date, or inappropriate for your specific business context. AI outputs are inherently non-deterministic: the same or a similar question may receive different responses at different times, on different channels, or for different end-customers, and a response that was correct once may not be repeated. The assistant may also ask a clarifying question, decline to answer, or hand off to a human where a person might have answered directly. Variation of this kind is an inherent characteristic of the Services and is not a defect, a breach of these Terms, or a basis for any refund, credit, or claim. AI outputs are not legal, financial, medical, or other professional advice. The Services do not provide access to emergency services or emergency services providers, and must not be relied on in any situation where a delayed, inaccurate, or missing response could lead to death, personal injury, or serious harm. You are responsible for:

• Reviewing and assessing the accuracy, integrity, and suitability of all AI outputs and automated actions before relying on them or permitting your end-customers to rely on them. AI outputs are provided for informational purposes only.
• In Draft/review channels, reviewing and approving AI-drafted content before it is sent to your customers.
• In Automated channels, configuring, testing, and monitoring the knowledge sources, policies, workflows, and guardrails on which automated responses and actions are based, and promptly disabling automation if outputs are not appropriate.
• Any content sent to your customers through the platform, whether AI-generated or manually written, and ensuring your use of AI outputs does not infringe any third-party rights. We do not warrant that AI-generated content is accurate, complete, or free from third-party intellectual property claims.
• Automated order actions: Where you enable the AI agent to take actions on your connected store (for example, creating return or cancellation requests, or updating a shipping address), those actions are performed on your instruction and within the rules, windows, and limits you configure. You are solely responsible for the rules you set and for reviewing, and where applicable approving, the outcome of any automated action. Refunds are never issued by the platform; they are performed by you in your store.
• Exclusion: To the maximum extent permitted by law, we are not liable for any loss, cost, or claim arising from AI-generated content or automated actions, including inaccurate or fabricated information, mis-stated prices, availability, sizing, or policies, unsuitable recommendations, or an action taken on an order that you would not have authorised, except to the extent caused by our fraud or wilful misconduct. Any liability that cannot be excluded is subject to Section 14.
• AI transparency: You are responsible for ensuring your end-customers are informed that they are interacting with an AI system wherever applicable law requires it, including the EU AI Act and equivalent transparency rules in your customers' jurisdictions, regardless of any labelling or disclosure feature we provide and regardless of how you configure the assistant's name or persona.

9. Third-party integrations and AI service availability

The Services depend on and integrate with third-party platforms and providers, including Shopify, Meta (WhatsApp Business Cloud API), our AI model providers (currently OpenAI), our payment processor (Stripe), and our cloud hosting, email delivery, and content-delivery providers. Your use of those platforms is also subject to their terms and policies. We are not liable for the acts, omissions, outages, changes, pricing, or policy enforcement of any third-party provider, including any suspension of your Shopify or Meta account. We may change any third-party provider at any time, subject to the DPA where personal data is involved.

Shopify: Where you use the Services with Shopify, then as between us and Shopify: (i) we, not Shopify, are responsible for the Services; (ii) Shopify is not liable for any fault in the Services or any harm that may result from their installation or use; (iii) except where Shopify expressly states otherwise, Shopify cannot provide assistance with the installation or use of the Services; and (iv) any liability arising from your access to or use of the Services lies with us and not Shopify, and you agree not to bring any such claim against Shopify. Nothing in this paragraph expands our liability to you beyond, or overrides, Sections 8, 13 and 14.

AI service dependency: AI agent response generation relies on third-party AI model providers, including OpenAI. Service availability, response quality, and feature functionality may be affected by the availability, performance, or policy changes of these upstream providers. We do not guarantee uninterrupted AI response capability where disruption is caused by a third-party AI provider. In the event of a prolonged upstream outage affecting core AI functionality, we will use reasonable efforts to keep affected customers informed through our status channels or by email; the timing and content of updates depend on the information available to us from the upstream provider and do not create a contractual commitment.

Email delivery: Email sent by the platform on your behalf — including support replies, return and order notifications, and notifications of replies a customer missed while offline — is transmitted through third-party email infrastructure (including Amazon Simple Email Service). We do not guarantee delivery, inbox placement (as opposed to spam or promotions folders), or delivery timing, all of which depend on the recipient's mail provider and factors outside our control. Platform email sending is subject to fair-use limits, and we may throttle or suspend sending for an account whose usage threatens deliverability for other customers, in line with our Acceptable Use Policy. Where your plan supports configuring your own SMTP credentials or sending domain, email sent through that configuration runs on your own infrastructure and sender reputation, and the limits above do not apply to it.

10. Data processing and retention

Where we process personal data on your behalf in connection with your use of the service, this is governed by our Data Processing Agreement, which forms part of these Terms. Our collection and use of personal data is described in our Privacy Policy.

For clarity, data we hold is categorised as follows:

• Processor / conversation data (your end-customers' messages, names, and contact details processed by us on your behalf): retained for the life of your subscription, then deleted within your plan's post-cancellation retention period — 30 days (Starter and Growth), 90 days (Scale), or 365 days (Enterprise) from cancellation — as described in the DPA.
• Controller data (your account registration details, billing records, payment history, security logs, and anti-fraud records): we retain this data as data controller for as long as required by applicable law — 6 years for financial records under UK tax and accounting law (HMRC rules). This data is not subject to the post-cancellation deletion periods that apply to processor data.
• Backup residuals: encrypted backup copies may persist for up to 30 days after a deletion event before being fully purged from all systems. This does not extend your data export window under Section 17.

Disclosure required by law: We may access, preserve, and disclose Your Content, account data, and Usage Data where we believe in good faith that doing so is required by law, regulation, court order, or a lawful request of a public authority, or is reasonably necessary to investigate or prevent fraud, abuse, or a security threat, to enforce these Terms, or to protect the rights, property, or safety of us, our customers, or the public. Where lawful and practicable, we will notify you before disclosing in response to a third-party request.

11. Intellectual property

We own all intellectual property rights in the AstroX platform, including software, design, documentation, and trademarks. These Terms do not grant you any ownership of our IP. You retain ownership of all content, data, and materials you upload, configure, or connect within the platform, and of your end-customers' conversation data (together, “Your Content”). You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit, display, and otherwise use Your Content to provide, maintain, secure, support, and improve the Services, to comply with law, and as otherwise permitted by these Terms and the DPA. Personal data within Your Content is processed in accordance with the DPA.

Usage Data and Aggregate Data: Use of the Services generates data about how the Services are accessed, configured, and perform, such as query and event logs, feature usage, response timings, and error reports (“Usage Data”). We may also derive statistics and insights from Your Content and Usage Data that do not identify you, any end-customer, or any individual (“Aggregate Data”). We may collect, use, retain, and share Usage Data and Aggregate Data, during and after the term of these Terms, to operate, secure, support, benchmark, develop, and improve our products and services (including testing, evaluating, and tuning AI behaviour) and for our other lawful business purposes, without compensation to you. To the extent any rights in Usage Data or Aggregate Data vest in you, you assign them to us. We do not use Your Content to train AI models that are made available to other customers, other than in aggregated or anonymised form.

12. Confidentiality

Each party agrees to keep the other's confidential information (including technical details, pricing, and business information) confidential and not to disclose it to third parties without prior written consent, except as required by law. Confidential information does not include information that is or becomes public through no fault of the receiving party, was already lawfully known to it, or is independently developed. The existence of our relationship, your business name and logo, and the fact that you use the Services are not confidential information for the purposes of this Section (see Section 12A).

12A. Publicity and feedback

You grant us the right to identify you as a customer and to use your business name and logo on our website, in customer lists, and in sales, marketing, and investor materials, in line with any reasonable brand guidelines you give us. You may withdraw this permission at any time by emailing support@astroxtech.com; we will stop new uses within 30 days, although existing printed or recorded materials need not be withdrawn. Any case study, testimonial, quotation, or usage figure attributed to you will be published only with your prior written approval. If you give us suggestions, ideas, or feedback about the Services, we may use them without restriction or obligation to you.

13. Warranties and disclaimers

We provide the service on an “as is” and “as available” basis. We do not warrant that the service will be uninterrupted, error-free, secure, free from viruses, malware, or other harmful components, or meet all of your specific requirements. We aim for high availability but do not guarantee any specific uptime outside of a separately agreed Service Level Agreement. To the fullest extent permitted by law, all conditions, warranties, representations, and other terms implied by statute or common law — including as to satisfactory quality, fitness for a particular purpose, and non-infringement — are excluded, and you acknowledge that you have not relied on any statement not expressly set out in these Terms.

Website and marketing descriptions: Descriptions of features, capabilities, and performance on our website, marketing materials, and promotional content are for general informational purposes only. They describe intended capabilities under typical configurations and supported use cases, and do not constitute a guarantee that every described feature will function in every customer environment, for every store configuration, or with every third-party integration. Actual performance depends on your subscription plan, the quality and completeness of your configured knowledge sources, your connected integrations, and your specific business workflows. You are responsible for evaluating suitability during the free trial period before committing to a paid subscription.

AI output accuracy: AI-generated responses draw on content you have configured and connected. We do not warrant that AI outputs will be accurate, complete, free from error, or appropriate in every scenario, or that they will be limited to your configured sources. Response quality depends on the accuracy of your configured knowledge base, integration data availability, and the specific customer queries received. We do not warrant that AI outputs will be consistent, repeatable, or unique to you; the Services may generate the same or similar outputs for other customers.

Third-party platform compatibility: Integration availability and depth may vary by subscription plan, third-party platform version, and configuration. We do not warrant compatibility with all store setups, Shopify app configurations, WhatsApp Business account types, or email provider settings.

Security: We maintain the technical and organisational measures described in the DPA. However, no method of transmission over the internet or of electronic storage is completely secure, and we do not warrant that the Services or Your Content will be free from unauthorised access, interception, or loss. We are not responsible for any compromise of data or of your account that arises from your own systems, devices, networks, credentials, users, or configurations, or from the third-party platforms, accounts, and services you connect to the Services. Status pages, incident communications, roadmaps, documentation, and descriptions of our security or compliance practices are provided for information only and do not form part of these Terms or create any warranty.

13A. Beta and early-access features

We may make available features, integrations, or services identified as beta, preview, early access, pilot, labs, or similar (“Beta Features”). Beta Features are provided for evaluation only, “as is” and “as available”, without any warranty, support commitment, or service level; they may be incomplete, may contain errors, may be changed, suspended, or withdrawn at any time without notice, and may not be available on every plan. To the maximum extent permitted by law, we have no liability of any kind arising from Beta Features. Personal data processed by a Beta Feature is protected under our DPA in the same way as other data. Your feedback on Beta Features may be used by us without restriction or compensation.

14. Limitation of liability

To the maximum extent permitted by applicable law:

• Our total aggregate liability to you for all claims arising under or in connection with these Terms, the Acceptable Use Policy, the Privacy Policy, and the DPA shall not exceed the total subscription fees actually paid by you to us for the Services in the one (1) month immediately preceding the event giving rise to the claim or, for Enterprise customers, the amount specified in your Enterprise order form if one is specified. If you have paid no fees in that period (including during a free trial or grace period), our total aggregate liability shall not exceed USD 100. Amounts payable by us under the DPA count towards, and do not add to, this cap.
• We shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive loss, nor for loss of profits, revenue, business, contracts, anticipated savings, goodwill or reputation, loss or corruption of data (other than to the extent caused by our breach of the DPA), wasted expenditure, or business interruption, in each case whether direct or indirect and even if we have been advised of the possibility of such loss.
• The caps and exclusions in this Section apply in aggregate to all claims, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation, restitution, or otherwise, and apply even if a limited remedy fails of its essential purpose.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

15. Suspension and termination

We may suspend or restrict your access to all or part of the Services, or terminate these Terms, with immediate effect if:

• You breach these Terms, the Acceptable Use Policy, or the DPA.
• We reasonably believe your account or usage poses a security, legal, reputational, or fraud risk to us, other customers, or third parties.
• Any amount is overdue and not paid within 7 days of our notice.
• We are required to do so by law, a court or regulator, or by a third-party platform on which the Services depend (including Shopify, Meta, or our AI model provider).
• Your usage threatens the stability, security, performance, or cost of the Services for other customers.
• A trial or free account has been inactive for 12 months.

Where practicable we will notify you of a suspension, limit it to what is necessary, and lift it once the cause is resolved. Suspension does not relieve you of your obligation to pay fees, and, to the maximum extent permitted by law, we are not liable for any loss arising from a suspension, restriction, or termination made in accordance with this Section. On termination, you must cease use of the service and we may delete your account data in accordance with our data retention policy. You remain liable for all fees accrued up to the date of termination.

Data export: Following termination, you may log in to your account in read-only mode for 30 days to download your data using the self-serve export tools in the platform (the location and file format may change) or by requesting an export from support@astroxtech.com. During this period you cannot use platform features (sending messages, running bots, or modifying settings). After 30 days, login access is removed and we may permanently delete your data. The read-only export window and your plan's post-cancellation retention period (s.10) run concurrently from the cancellation date; conversation and end-customer data is scheduled for deletion at the end of the retention period and may be deleted at any time after it (for example, Starter and Growth conversation logs are deleted within 30 days of cancellation), so export your data before that date. We are not liable for data deleted in accordance with the retention period.

15A. Termination or non-renewal by us

We may end these Terms and your subscription for any reason or no reason by giving you at least 30 days' written notice by email. Termination under this Section takes effect at the end of the billing period in which the notice period expires; you will not be charged for any period after that date, and no refund, credit, or compensation is payable in respect of the period up to it. If, at the effective date, you have prepaid fees for a period beyond it (for example under annual billing agreed in writing), we will refund the unused portion of those prepaid fees, and that refund is your sole and exclusive remedy. Top-up credits are handled under Section 5.1. Sections 6A, 8, 10 to 14, 17 to 20, and any other provisions which by their nature are intended to survive shall survive termination.

16. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes by email at least 30 days before they take effect. Continued use of the service after the effective date of updated Terms constitutes acceptance. If you do not agree to the updated Terms, you should cancel your subscription before the changes take effect.

17. Governing law and disputes

These Terms are governed by the laws of England and Wales. Any dispute arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. We encourage you to contact us first at support@astroxtech.com to resolve any issue informally before commencing proceedings.

International customers: If you are located outside the United Kingdom, you agree that the laws of England and Wales govern these Terms and any dispute arising from them, and you consent to the exclusive jurisdiction of the courts of England and Wales. You waive any objection to proceedings in those courts on the grounds of inconvenient forum or otherwise. The Services are supplied to businesses only (Section 2). To the extent you are nonetheless treated as a consumer under mandatory law in your jurisdiction, nothing in this Section deprives you of rights that cannot lawfully be excluded, and the remaining provisions apply to the fullest extent permitted.

Individual claims only; jury waiver: To the fullest extent permitted by law, you may bring claims against us only in your individual capacity and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding, and no court or tribunal may consolidate your claims with those of any other customer. Each party waives any right to a jury trial in any proceeding arising out of or relating to these Terms. The Services are not offered to consumers in any jurisdiction.

Time limit for claims: Any claim by you against us arising under or in connection with these Terms, the Acceptable Use Policy, the Privacy Policy, or the DPA must be brought within twelve (12) months after the event giving rise to it first occurred. Any claim not brought within that period is permanently barred, to the fullest extent permitted by law.

18. Indemnification

You shall indemnify, defend, and hold harmless ASTROX TECHNOLOGIES LTD, its directors, officers, employees, contractors, and agents from and against any and all claims, demands, liabilities, damages, fines, penalties, costs, and expenses (including reasonable legal fees) arising from or in connection with: (a) your breach of these Terms, the Acceptable Use Policy, or the DPA; (b) your use or misuse of the Services, including any use of AI outputs or automated actions by you, your users, or your end-customers; (c) Your Content, your knowledge sources, and any content you upload, configure, or transmit through the platform, including any claim that they infringe or misappropriate third-party rights; (d) any claim by your end-customers or any other third party relating to your products, services, pricing, promotions, policies, order fulfilment, returns, or refunds, to the accuracy of information you configured or connected, or otherwise to your use of the Services, including any AI outputs delivered to them; (e) your violation of any applicable law or third-party rights; or (f) your failure to obtain any consent or provide any notice required under data protection, consumer protection, or electronic marketing law. This indemnity does not apply to the extent that a court of competent jurisdiction finally determines that the claim arose solely from our fraud or wilful misconduct. We will notify you promptly of any claim for which we seek indemnity and allow you to control its defence and settlement at your expense, provided that we may participate with our own counsel at our own cost, and you may not settle any claim in a way that admits fault on our behalf, imposes obligations on us, or does not fully release us without our prior written consent. We will provide reasonable cooperation at your expense.

19. Force majeure

Neither party shall be liable for any failure or delay in performing its obligations under these Terms where such failure or delay is caused by circumstances beyond that party's reasonable control, including but not limited to: acts of God, natural disasters, pandemic or epidemic, war, terrorism, government action, changes in applicable law, power failures, internet or infrastructure outages, cyber-attacks, distributed denial-of-service attacks, ransomware, or other malicious acts of third parties (except to the extent caused by our failure to implement the security measures described in the DPA), or the failure of third-party service providers (including cloud hosting, payment processors, or messaging platform providers). The affected party shall notify the other as soon as reasonably practicable and shall use reasonable efforts to minimise the effect of the event. If a force majeure event continues for more than 60 consecutive days, either party may terminate the agreement on written notice without penalty to either party. Nothing in this Section excuses your obligation to pay fees for Services already provided or for any period during which the Services remain available to you.

20. General provisions

• Entire agreement: These Terms, together with the Acceptable Use Policy, Privacy Policy, and Data Processing Agreement, constitute the entire agreement between the parties in relation to the service and supersede all prior representations, statements, understandings, or agreements relating to the same subject matter. You confirm you have not relied on any representation not expressly set out in these Terms.
• Severability: If any provision of these Terms is held by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable. All remaining provisions shall continue in full force and effect.
• Waiver: Our failure or delay in enforcing any provision of these Terms on any occasion shall not constitute a waiver of our right to enforce that provision or any other provision on any future occasion.
• Assignment: You may not assign, transfer, or delegate any rights or obligations under these Terms without our prior written consent. We may assign these Terms (in whole or in part) in connection with a merger, acquisition, restructuring, or sale of all or substantially all of our business assets, provided we give you reasonable prior notice and the assignee agrees to be bound by these Terms.
• No resale: You may not resell, sublicense, white-label, or grant third parties access to the service as a standalone product without our prior written authorisation.
• Export compliance and sanctions: You represent that neither you nor any of your owners, directors, or users are listed on, or owned or controlled by a person listed on, any UK, EU, UN, or US sanctions list, and that you are not located in, organised under the laws of, or ordinarily resident in a country or territory subject to comprehensive sanctions. You must not use the Services in violation of any export control, sanctions, or embargo law, including those administered by the UK Office of Financial Sanctions Implementation (OFSI), the EU, the UN, and the US Office of Foreign Assets Control (OFAC). We may suspend or terminate immediately if we reasonably believe this representation is or becomes untrue.
• Notices: Formal notices to us under these Terms must be sent by email to support@astroxtech.com, with a copy by post to ASTROX TECHNOLOGIES LTD (Company No. 16584933) at Office 21432, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom, and are deemed received on the next UK business day after the email is sent. Notices to you will be sent to the email address associated with your account and are deemed received when sent.
• Language: These Terms, the Acceptable Use Policy, the Privacy Policy, and the Data Processing Agreement are drafted in English, and the English text is the sole binding version. Any translation or summary we provide is for convenience only and has no legal effect; if there is any conflict, the English text prevails. All notices, support, and dispute correspondence will be in English.
• Order of precedence: If there is a conflict between the documents that make up our agreement, the following order applies, highest first: (1) a signed Enterprise order form or other written agreement between us; (2) the Data Processing Agreement, in respect of the processing of personal data; (3) these Terms; (4) the Acceptable Use Policy; (5) the Privacy Policy.
• Third-party rights: Except as expressly stated in these Terms (including the Shopify provisions in Section 9), a person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 or otherwise to enforce any of their terms.

21. Contact

Questions about these Terms: support@astroxtech.com
ASTROX TECHNOLOGIES LTD (Company No. 16584933), registered in England and Wales.
Registered office: Office 21432, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom.

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