Terms of Use

1. Acceptance of Terms

These Terms of Use ("Terms") constitute a legally binding agreement between you ("you", "your", or "User") and Palazon Cloud Pte. Ltd., a company incorporated in Singapore and trading as PalaCloud ("PalaCloud", "we", "us", or "our"). By accessing or using PalaChat, available at palachat.com, including any associated APIs, mobile applications, or related services (collectively, the "Service"), you acknowledge that you have read, understood, and agree to be bound by these Terms.

If you are entering into these Terms on behalf of a company, organisation, or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms. In such cases, "you" and "your" refer to that entity.

If you do not agree to these Terms, you must not access or use the Service. Your continued use of the Service following the posting of any changes to these Terms constitutes acceptance of those changes.

2. Description of Service

PalaChat is an AI-powered customer support and communication platform designed to help businesses manage customer interactions across multiple channels. The Service enables you to deploy intelligent chatbots, automate responses, manage conversations, and integrate with third-party tools to streamline your customer engagement workflows.

The Service may include, but is not limited to, the following capabilities: automated chatbot responses powered by artificial intelligence, live chat handoff, multi-channel messaging integration, conversation analytics, team collaboration features, and customer relationship management tools.

Important limitations: PalaChat is a technology platform and does not provide legal, medical, financial, or professional advice of any kind. The AI-generated responses produced through the Service are based on machine learning models and may not always be accurate, complete, or appropriate for every situation. PalaChat is not a substitute for qualified human support, professional judgement, or expert consultation. You are solely responsible for reviewing and verifying any AI-generated content before it is delivered to your end users or customers.

3. Account Registration and Security

To access certain features of the Service, you must create an account. When registering, you agree to provide accurate, current, and complete information and to update such information as necessary to keep it accurate and complete.

Eligibility: You must be at least eighteen (18) years of age to create an account and use the Service. By registering, you represent and warrant that you meet this age requirement and that you are acting on behalf of a valid, legally-established business or organisation. The Service is intended for business use and is not designed for personal consumer applications.

Account responsibility: You are responsible for all activities that occur under your account, whether or not authorised by you. You must immediately notify us at legal@palachat.com if you become aware of any unauthorised access to or use of your account.

Password security: You are responsible for maintaining the confidentiality of your account credentials, including your password. You must choose a strong, unique password and must not share your credentials with any third party. We recommend enabling two-factor authentication where available. We shall not be liable for any loss or damage arising from your failure to safeguard your account credentials.

4. Subscription Plans and Billing

PalaChat offers multiple subscription tiers designed to accommodate businesses of varying sizes and needs, including Starter, Growth, and Pro plans. Details of the features, usage limits, and pricing for each plan are available on our website and may be updated from time to time.

Free trial: We offer a fourteen (14) day free trial for new users. No credit card is required to begin the free trial. At the end of the trial period, you must select a paid subscription plan to continue using the Service. If you do not subscribe, your access to paid features will be suspended, though your account and data will be retained for a reasonable period to allow you to reactivate.

Auto-renewal: All paid subscription plans automatically renew at the end of each billing cycle (monthly or annually, depending on your selected plan) unless you cancel your subscription before the renewal date. You may cancel auto-renewal at any time through your account settings.

Refund policy: Monthly subscriptions are non-refundable once the billing cycle has begun. For annual subscriptions, if you cancel before the end of your annual term, you may be eligible for a pro-rata refund for the unused portion of your subscription period, calculated from the date of cancellation to the end of the annual term. Refund requests must be submitted to legal@palachat.com.

Payment processing: All payments are processed securely through Stripe. By subscribing to a paid plan, you agree to Stripe's terms of service in addition to these Terms. We do not store your full credit card details on our servers.

5. Acceptable Use Policy

You agree to use the Service only for lawful purposes and in accordance with these Terms. You are responsible for ensuring that your use of the Service, and any content you create, upload, or distribute through the Service, complies with all applicable laws, regulations, and industry standards.

Prohibited activities: You must not use the Service to:

• Create, store, transmit, or distribute any content that is unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, or otherwise objectionable.
• Send unsolicited messages, spam, or bulk communications to end users or any third parties.
• Scrape, crawl, or use automated means to extract data from the Service or from other users' accounts without express written permission.
• Impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with any person or entity.
• Attempt to gain unauthorised access to the Service, other accounts, computer systems, or networks connected to the Service through hacking, password mining, or any other means.
• Interfere with or disrupt the integrity or performance of the Service, its servers, or connected networks.
• Use the Service to facilitate any illegal activity, including fraud, money laundering, or the distribution of illegal goods or services.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service.

Content standards: All content you provide through the Service, including chatbot scripts, automated responses, and knowledge base materials, must be accurate to the best of your knowledge, must not infringe on the intellectual property rights of any third party, and must comply with applicable consumer protection and advertising standards.

We reserve the right to investigate and take appropriate action against anyone who, in our sole discretion, violates this section, including removing offending content, suspending or terminating accounts, and reporting violations to law enforcement authorities.

6. Intellectual Property

Our intellectual property: The Service, including all software, algorithms, user interface designs, graphics, logos, trademarks, and documentation, is the exclusive property of Palazon Cloud Pte. Ltd. or its licensors and is protected by applicable intellectual property laws. Nothing in these Terms grants you any right, title, or interest in or to the Service beyond the limited right to use it in accordance with these Terms.

Your content: You retain all ownership rights in and to the content you upload, submit, or transmit through the Service ("Your Content"), including chatbot configurations, knowledge base articles, customer interaction data, and any other materials you provide.

License to process: By using the Service, you grant PalaCloud a limited, non-exclusive, worldwide, royalty-free licence to use, process, store, and display Your Content solely for the purpose of providing, maintaining, and improving the Service. This licence terminates when you delete Your Content or close your account, except to the extent that reasonable backup copies may persist for a limited period in accordance with our data retention policies.

Feedback: If you provide us with any suggestions, ideas, or feedback regarding the Service ("Feedback"), you agree that we may freely use, reproduce, and incorporate such Feedback into the Service without any obligation or compensation to you.

7. Data, Privacy, and AI Usage

Your privacy is important to us. Our collection, use, and disclosure of personal information in connection with the Service is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Service, you acknowledge that you have read and understood our Privacy Policy.

AI and customer data: PalaChat uses artificial intelligence and machine learning technologies to power its features. We want to be clear about how your data is handled in this context: your customer data, conversation logs, and business content are never used to train, fine-tune, or improve our underlying AI models or any third-party AI models. Your data is processed solely to provide the Service to you and is not shared with AI providers for model training purposes.

You are responsible for ensuring that your use of the Service complies with all applicable data protection laws and regulations, including obtaining any necessary consents from your end users for the collection and processing of their personal data through PalaChat.

8. Service Availability and SLA

We strive to maintain the Service at a high level of availability and performance. However, the Service is provided on a best-effort basis, and we do not guarantee uninterrupted or error-free operation.

Starter plan: The Starter plan does not include a formal service level agreement (SLA). While we make reasonable efforts to maintain availability, no specific uptime commitment is made for Starter plan subscribers.

Growth and Pro plans: For subscribers on Growth and Pro plans, we target a monthly uptime of 99.9%, measured as the percentage of time the Service is available during a given calendar month, excluding scheduled maintenance windows. This target is a goal and not a guarantee. Details of any applicable service credits for extended outages may be set out in your specific subscription agreement.

Scheduled maintenance: We may perform scheduled maintenance from time to time, which may result in temporary service interruptions. We will use reasonable efforts to notify you of planned maintenance at least 48 hours in advance via email or in-app notification. Emergency maintenance required to address security vulnerabilities or critical issues may be performed without prior notice.

9. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. WE EXPRESSLY DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT THE SERVICE WILL MEET YOUR REQUIREMENTS, THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, THAT THE RESULTS OBTAINED FROM THE USE OF THE SERVICE WILL BE ACCURATE OR RELIABLE, OR THAT ANY ERRORS IN THE SERVICE WILL BE CORRECTED.

WITHOUT LIMITING THE FOREGOING, WE MAKE NO WARRANTIES REGARDING THE ACCURACY, COMPLETENESS, OR RELIABILITY OF ANY AI-GENERATED CONTENT PRODUCED THROUGH THE SERVICE. YOU ACKNOWLEDGE THAT AI-GENERATED RESPONSES MAY CONTAIN ERRORS, INACCURACIES, OR INAPPROPRIATE CONTENT, AND YOU ASSUME FULL RESPONSIBILITY FOR REVIEWING AND VALIDATING SUCH CONTENT BEFORE USE.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL PALACLOUD, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, PARTNERS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR IN CONNECTION WITH YOUR ACCESS TO OR USE OF (OR INABILITY TO ACCESS OR USE) THE SERVICE.

IN NO EVENT SHALL OUR TOTAL AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE EXCEED THE TOTAL AMOUNT OF FEES PAID BY YOU TO PALACLOUD DURING THE THREE (3) MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

THE LIMITATIONS SET FORTH IN THIS SECTION SHALL APPLY REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE, AND EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Some jurisdictions do not allow the exclusion or limitation of certain warranties or liability. In such jurisdictions, our liability shall be limited to the greatest extent permitted by applicable law.

11. Indemnification

You agree to indemnify, defend, and hold harmless Palazon Cloud Pte. Ltd., its affiliates, directors, officers, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your access to or use of the Service; (b) Your Content or any content you transmit through the Service; (c) your violation of these Terms; (d) your violation of any applicable law, regulation, or third-party right; or (e) any claim by a third party arising from or relating to your use of the Service.

We reserve the right, at your expense, to assume the exclusive defence and control of any matter for which you are required to indemnify us, and you agree to cooperate with our defence of such claims. You agree not to settle any such matter without our prior written consent.

12. Termination

Termination by you: You may terminate your account and discontinue use of the Service at any time by accessing your account settings or by contacting us at legal@palachat.com. Termination of your account does not relieve you of any obligation to pay outstanding fees incurred prior to termination.

Termination by us: We may suspend or terminate your account and access to the Service at any time if we reasonably believe that you have breached these Terms, engaged in fraudulent or illegal activity, or if your continued use of the Service poses a risk to the security or integrity of the Service or other users. Where practicable, we will provide you with at least fourteen (14) days' written notice prior to termination, unless immediate action is required to prevent harm or comply with legal obligations.

Effect of termination: Upon termination, your right to access and use the Service will cease immediately. We will make Your Content available for export for a period of thirty (30) days following termination, after which we may permanently delete Your Content from our systems. Any provisions of these Terms that by their nature should survive termination shall remain in full force and effect, including but not limited to intellectual property provisions, disclaimers of warranties, limitations of liability, indemnification, and governing law.

13. Governing Law

These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of law principles.

14. Dispute Resolution

Good faith negotiation: In the event of any dispute, controversy, or claim arising out of or relating to these Terms or the Service, the parties agree to first attempt to resolve the matter through good faith negotiation. Either party may initiate the negotiation process by providing written notice to the other party describing the nature of the dispute and the relief sought.

Jurisdiction: If the dispute cannot be resolved through good faith negotiation within thirty (30) days of the initial written notice, either party may submit the dispute to the exclusive jurisdiction of the courts of the Republic of Singapore. Each party irrevocably submits to the jurisdiction of such courts and waives any objection to the venue of any proceedings in such courts on the grounds of inconvenient forum or otherwise.

15. Changes to Terms

We reserve the right to modify or update these Terms at any time at our sole discretion. For material changes that significantly affect your rights or obligations, we will provide at least thirty (30) days' advance notice via email to the address associated with your account or through a prominent notice within the Service.

Non-material changes, such as corrections to typographical errors or minor clarifications, may take effect immediately upon posting. The "Last updated" date at the top of these Terms will be revised to reflect the date of the most recent changes.

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the updated Terms, you must discontinue your use of the Service and terminate your account.

16. Contact Information

If you have any questions, concerns, or requests regarding these Terms or the Service, please contact us at:

Palazon Cloud Pte. Ltd.
Trading as PalaCloud
Email: legal@palachat.com
Website: palachat.com