Terms of service

1. The agreement

These terms are between you (the business using the service) and MatonPlus, which operates MatonPlus. By creating an account you accept them. If you are signing up for a company, you confirm you may accept on its behalf.

2. What the service does

MatonPlus drafts and, if you switch on autopilot, sends customer support replies based on the knowledge articles you have approved. It can read order status from a store you connect. It routes anything it is not allowed or not able to answer to your inbox for a person.

3. What the AI writes is yours

This is the most important clause here, so it is in plain words: replies go out in your name, to your customers, and you are responsible for them. The service is built to reduce the chance of a wrong answer — it will only state facts it can trace to an article you approved, and it refuses to decide anything about money — but it is software, and it can still be wrong.

We strongly recommend staying in shadow mode, where you approve each reply, until you have read enough of its drafts to trust them. If you turn on autopilot, you accept that verified replies may be sent without a person reading them first.

You are responsible for the accuracy of the knowledge you import. If your approved articles say something wrong, the AI will repeat it.

4. Your account

• Keep your sign-in details to yourself, and tell us if you think someone else has them.
• Anyone you invite to your workspace can read your conversations and send replies as your business.
• You must have the right to use the policy content you import and to message the customers you message.

5. Acceptable use

You may not use the service to:

• send unsolicited marketing, or anything that breaks the rules of the channels you connect;
• mislead people about who they are talking to, or about your policies;
• handle payment card numbers, government identifiers or health information through it;
• break the law, infringe someone's rights, or try to break the service or get at other workspaces' data.

Connected channels have their own rules — WhatsApp in particular — and breaking them can get your number blocked by that provider, which is not something we can undo.

6. Plans, payment and limits

• Plans are monthly and include an allowance of customer messages the AI handles.
• When the allowance runs out, the AI stops drafting until the next period. Your messages, inbox and history keep working.
• If a payment fails, your allowance drops to the free level and autopilot turns off. We will not lock you out of your own conversations.
• Payments are handled by our payment provider, who is the merchant of record and charges any tax due. Its own terms apply to the transaction.
• Cancel at any time; your plan runs to the end of the period you have paid for. We do not refund part-months.
• We may change prices, and will tell you by email at least 30 days before it affects you.

7. Your data

Your knowledge, conversations and settings remain yours. We process them to run the service, as described in the privacy policy. We do not use your content or your customers' messages to train AI models.

You can export or delete your data at any time. Deleting your workspace deletes its conversations, knowledge and decision records, and cannot be undone.

8. Availability

We aim to keep the service running but do not promise it will never be unavailable. It depends on other companies — a hosting provider, an AI provider, email and messaging providers — and their outages become ours. When the AI cannot run, messages still reach your inbox so a person can answer.

9. Liability

The service is provided as it is, without warranties beyond those the law requires and cannot exclude. To the extent the law allows, we are not liable for lost profits, lost business, or indirect or consequential loss, and our total liability for any claim is limited to what you paid us in the twelve months before it arose.

Nothing here limits liability for death, personal injury, or fraud.

10. Ending it

You can stop using the service and delete your workspace whenever you like. We may suspend or close an account that breaks section 5, or that is not paying, after telling you and giving you a reasonable chance to put it right unless the breach is serious enough that we cannot wait.

11. Changes and governing law

We may update these terms; if a change matters, we will email you before it takes effect, and continuing to use the service means you accept it. These terms are governed by the law of Pakistan, and its courts have jurisdiction.

Questions: info@matonplusai.com.