Last Updated: June 11, 2019
The Terms are entered into by and between you (referred to herein as “you” and/or, if you have subscribed to Smith, as “Subscriber”) and Smith.ai, Inc. (“Smith,” “we,” “our,” or “us”), and they govern your access to and use of the Smith website and/or Smith software (collectively the “Platform”) and Smith Services, as defined below, whether as a guest or subscriber.
This agreement remains in full force and effect while you use the Platform. All provisions of the Terms shall survive termination by either party, including, without limitation, ownership provisions, warranty disclaimers, indemnity, and limitations of liability.
The Platform and Services are intended only for access and use by individuals at least eighteen (18) years old. If you are not at least eighteen (18) years old, you are prohibited from both the access and usage of the Platform and Services.
We may revise and update these Terms from time to time in our sole discretion. All changes are effective immediately when we post them, and apply to all access to and use of the Platform and Services thereafter. Your continued use of the Platform or our Services following the posting of revised Terms means you accept and agree to the changes.
Smith provides chat communication services to its subscribers, including chat message answering; filtering marketing, spam, or other unwanted chats; chat greetings; inbound messages; chat summarization and transmission via email or other communication API (e.g., Slack); text to mobile devices; message notifications through text and/or email, and other services that may be introduced from time to time. Collectively, the services described in this paragraph and all others provided by Smith now or in the future, whether through an embeddable widget, web portal, SMS, email, mobile application, or other interface, are called the “Services” in these Terms.
All plans are subject to, and limited by, Smith.ai’s Reasonable Use Policy.
These Terms and the Services provided do not create a joint venture, partnership, or employer-employee relationship between you and Smith.
Smith offers Service Plans and rates on a month-to-month subscription basis, the details of which can be found at https://smith.ai/chat.
You may, at any time, elect to change your Service Plan by contacting Smith at firstname.lastname@example.org. Changes will take effect on the next monthly payment date. Overage charges will apply, if any, until the new Service Plan takes effect.
For purposes of the Services Plans:
“Staffed” means services provided with the assistance of human receptionists, responding to chat participants and providing answers to questions asked.
“Available Hours” means the hours during which Smith will provide specific Services to you, as outlined further in your selected Service Plan. No staffed Services shall be provided on US Federal holidays or outside of the hours listed for your selected Service Plan without the express written consent of Smith.
“Chats” means: chat sessions that are either 1) received by Smith on your behalf through your website or other location where you have embedded the chat widget, or 2) initiated by Smith on your behalf, proactively, to website visitors visiting locations where you have embedded the chat widget.
“Screening” is a service performed by Smith.ai chat during a Chat in which the participant is qualified as:
“Relevant chats” means chat sessions in which a customer fulfills requirements of screening
“Live Transfer Phone Number” means the phone number(s) that we may connect chat participants to, per your instruction, if they meet your specified criteria.
“Per month” refers to the calendar month.
Your Service Plan begins on the date of your first payment for your selected Services Plan (“Subscription Date”). By subscribing to the Services, you agree to pay all fees for your selected Service Plan, plus any overage charges incurred. All payments are non-refundable.
The monthly rate is charged on the Subscription Date, and will be automatically charged each month on the monthly anniversary of your Subscription Date, using the payment method provided at the time of subscription until you terminate your subscription. For example, if you sign up on April 10, you will be automatically charged the monthly rate for your chosen Service Plan on the 10th day of each month thereafter until your subscription is cancelled.
In the event that you exceed the number of Chats provided in your Service Plan during a calendar month of the Services, you will be charged overage charges as described in the table at https://smith.ai/chat. Overage charges will be charged on the first day of the next billing cycle, or, if your Service Plan is terminated, are required to be paid within 10 days of the termination date of your Service Plan. You authorize Smith to charge the payment method on file for any overage charges incurred.
Smith reserves the right to terminate your subscription immediately and stop providing the Services to you at any time if timely payment is not made. If an automatic payment cannot be made, Smith will request another payment method. If payment is not made within five (5) business days, we will stop providing all Services to you and disable your chat service. If payment is not made within ten (10) business days, Smith will terminate your account. Smith reserves the right to collect any and all amounts then due, plus any Late Charges accrued.
Any payments not received within ten (10) days of the Subscription Date, and every month thereafter, are subject to a monthly Late Charge of $10 or 10% of the amount then due (whichever is greater), subject to any restrictions imposed by local law. In the event Smith does not receive full payment within ten (10) days after the Subscription Date, the Subscriber will be considered in material default of this Agreement (“Material Default”). After such Material Default, Smith shall maintain the right to collect any and all amounts then due, the Subscriber shall pay all legal fees and collection costs incurred by Smith, and the Subscriber shall pay all late fees that may accrue thereafter.
All first-time subscribers are entitled to 5 Chats or 30 days of the Service, whichever occurs first, as a trial, during which Smith will provide the Services free of charge (the “Free Trial”). At the conclusion of the Free Trial, the subscriber must subscribe to a Service Plan or discontinue the Services. Smith may cancel the Free Trial account immediately following the Free Trial if a subscription is not processed. Free Trials are not available to prior Subscribers.
Subscribers may be presented with discounts, offers, credits, and other promotions (collectively, “Discounts”) from time to time, which reduce the cost of Services. Discounts can be used only once per Subscriber. Unless explicitly stated otherwise in the terms of the Discount (e.g., a seasonal promotion), Discounts are for new (first-time) Subscribers only and may not be combined. In the event of multiple applicable Discounts, the Subscriber may choose which one to apply. Discounts may have expiration dates and are no longer valid past the date of expiration.
In addition, Discounts may be offered in conjunction with partners, affiliates, and other entities (collectively, "Partners"). Smith.ai reserves the right to revoke a Discount at any time for improper usage, including but not limited to: (i) applying a Discount for or from a Partner when the Subscriber is not associated with, or a customer of, that Partner; (ii) applying a Discount intended for another Subscriber, or (iii) distributing a Discount intended for single use.
When you subscribe to the Services, you will specify in the Product interface, and inform our trained staff, to determine how we can provide the most effective receptionist services to you — by learning what types of chats you generally receive and how you would like each chat handled. For each type of chat, such as a potential client or solicitation, you decide what information we collect from the visitor, if any, and how we will convey any desired information to you.
All information collected by Smith while providing the Services to you, including information received during Receptionist Calls, or provided for your subscription (“Subscriber Information”), is kept strictly confidential and is only shared with Smith’s staff that needs the information to provide the Services to you and your authorized staff. The utmost confidentiality of the Subscriber Information is guaranteed, so we do not require any separate confidentiality agreements to provide our Services to you in a manner that maintains confidentiality.
All Subscriber Information is jointly owned by Smith and you. Smith retains this joint ownership solely so that it has the right to store the information collected on its secure servers and use it to provide excellent Services to you, such as relaying messages to you through text and email, identifying spam visitors and solicitations, and improving our Services. Smith will use Subscriber Information for the sole purpose of providing the Services pursuant to the instructions that you provide, and under no circumstances will Smith sell Subscriber Information or share it in any manner not specified in these Terms.
If we are required to share Subscriber Information by law, we will notify you promptly upon receiving such a request. We will work with you to keep the Subscriber Information confidential if possible, but we will honor any applicable legal obligations regarding sharing the Subscriber Information.
Smith stores your Subscriber Information in a segregated account that only contains your Subscriber Information. Each Subscriber can only access and use the information in its own Smith account. This allows us to only allow Smith staff working on your account to access your Subscriber Information.
We will respond to your written request to delete specific Subscriber Information or your Smith account (including all Subscriber Information) within 3 business days. After confirming that you understand that deletion of the Subscriber Information and/or your Smith account will be permanent, we will delete the requested information and rescind all ownership rights to the Subscriber Information that was deleted.
In addition to not sharing, selling, or using Subscriber Information in any manner not described in these Terms and expressly agreed by you, we adhere to the following confidentiality protections:
Our staff are trained to follow the confidentiality measures described in these Terms and must sign a Non-Disclosure Agreement requiring them to keep all Subscriber Information confidential prior to starting to work with any Subscriber Information.
We perform regular malware scanning of the Platform and all servers and computers used by us to support the Platform.
Subscriber Information is encrypted through the Platform with Secure Socket Layer technology (SSL) and is also encrypted when it is stored by us to prevent unauthorized parties from viewing such information.
Our staff will not ask any chat participant for information that is not specifically requested by you.
For our attorney clients, we understand and respect your obligations regarding attorney-client confidentiality, including under Rule 5.3 of the Model Rules of Professional Conduct, and uphold a commitment to confidentiality. Our staff’s conduct is compatible with your professional obligations.
Smith.ai shall report to Subscriber, with all relevant details, any event that Smith.ai reasonably believes represents unauthorized access to, disclosure of, use of, or damage to Content (a “Security Breach”). Smith.ai shall make such report within 48 hours after learning of the Security Breach.
In the event of a Security Breach, Smith.ai shall (a) cooperate with Subscriber to identify the cause of the breach and to identify any affected Content; (b) assist and cooperate with Subscriber in investigating and preventing the recurrence of the Security Breach; (c) assist and cooperate with Subscriber in any litigation or investigation against third parties that Subscriber undertakes to protect the security and integrity of Content; and (d) mitigate any harmful effect of the Security Breach.
While we employ the practices described in these Terms to provide the Services, we also follow your instructions regarding how we can best provide the Services to you. Therefore, please ensure that any instructions provided to Smith regarding your account comply with your obligations and confidentiality expectations. We are not responsible for breaches of confidentiality that may occur when we are following your instructions, such as transmitting information to an unsecure server specified by you or the acts or omissions of your authorized staff members. Our goal is to be a valued member of your business, so we may contact you if we believe that a process could be improved, but our role in your business is limited to the Services that you order.
In its provision of the Services, Smith will transcribe messages from calls that you receive. However, Smith does not monitor or censor such messages for content and is not responsible, or have any liability whatsoever, for the content of Subscriber Information or messages that are received by, on the behalf of, or intended for the Subscriber.
Subscriber may cancel the Services at any time by notifying Smith at email@example.com or +1 (650) 727-6484. Services will continue until the end of the current subscription month. Smith does not provide a refund for early cancellation of Services for any reason. Cancellation must be made at least one week prior the end of the current subscription cycle. If the Subscriber cancels within one week of the end of the cycle, they will be billed for the following month. For example, if the subscription is set to renew Friday, cancel by the previous Friday to prevent being billed for the following month.
Smith may cancel the Services in the following circumstances:
If Smith has any reason whatsoever to believe that the Services are being used to contravene any law, the Services shall be immediately cancelled. Any such cancellation shall be at the sole discretion of Smith and without refund or liability to Subscriber.
If Subscriber does not pay for the Services by the required due date, Smith may cancel or suspend the Services immediately.
If Subscriber violates these Terms in any manner, Smith may cancel or suspend the Services and will provide notice to Subscriber of the violation.
Upon 10 business days’ notice to Subscriber, Smith may cancel the Services for any or no reason.
Subscriber is prohibited from any of the following when using the Platform or subscribing to the Services:
Embedding or injecting the chat widget on a website for which it is not intended, or embedding or injecting the chat widget anywhere involving any form of misrepresentation or misleading chat visitors (e.g., you may not place the chat widget on someone else's website without prior permission from the owner of the business it represents).
Transmitting or causing to transmit any material that is derogatory, racist, abusive, threatening, obscene, hateful, or in any other way objectionable to others or illegal;
Using the Services to “spam” or cause mischief to others;
Using the Services in any way that causes, or may cause, damage to or impairment of the availability or accessibility of the Services, or in any way which is unlawful, illegal, fraudulent, or harmful, or in connection with any unlawful, illegal, fraudulent, or harmful purpose or activity;
Reproducing, distributing, modifying, creating derivative works of, republishing, downloading, storing, or transmitting any of the material on the Platform, except as it is created and owned by Subscriber;
Using any device, software, or routine that interferes with the proper working of the Platform or Services;
Introducing any viruses, trojan horses, worms, logic bombs, or other material which is malicious or technologically harmful; or
Otherwise attempt to interfere with the proper working of the Platform or Services.
Smith represents and warrants that it has the right to use, and is the sole owner of all right, title, and interest in and to, all intellectual property rights relating to: i) the Human-assisted AI chat, voice-over IP, and website technology platform underlying the Services (the “Application”), and ii) the Services, including all copyrights and all trademarks, service marks, and trade names associated with Smith and the Services. Smith represents and warrants that it has a license or rights to use any third party components embedded in the Application. Smith does not grant you any intellectual property rights in the Application or Services, and all rights not expressly granted in these Terms are reserved by Smith.
The Platform and Services are controlled and operated from the United States and subject to its laws. If you choose to access the Platform or Services outside of the United States, you do so at your own risk and are responsible for complying with all applicable laws, rules, and regulations.
You agree to indemnify Smith and its directors, officers, employees, agents, successors, assigns, and affiliates from and against all third party claims, judgments, costs, liabilities, damages or expenses, including reasonable attorneys’ fees and costs, arising out of, resulting in any way from, or made by: i) a breach of any provision, representation, or warranty set forth in these Terms; ii) web visitors using Subscriber’s Smith chat communication services as a result of actions of or failure to act by Subscriber; and iii) any content provided by Subscriber for its Online Profile or the Services.
Smith will indemnify Subscriber and its directors, officers, employees, agents, successors, assigns, and affiliates from and against all third party claims, judgments, costs, liabilities, damages, or expenses, including reasonable attorneys’ fees and costs, arising out of or resulting in any way from i) Smith’s breach of any provision, representation, or warranty set forth in these Terms; ii) claims made by web visitors due to the gross negligence or intentional misconduct of Smith; or iii) any claim asserted by a third-party that the Services or Application infringes any of such third party’s patents or other intellectual property rights. The foregoing obligations in subparagraph (iii) do not apply with respect to content provided by Subscriber for its Online Profile.
Subscriber agrees and acknowledges that Smith shall not be liable for any claims of any kind or nature whatsoever (including claims for negligence) that might arise directly or indirectly out of any act or omission, use, or misuse of any Services by Subscriber or for any delays, mistakes, or errors in conveying Subscriber Information to Subscriber by Smith. To the extent this provision fails to fully and completely exclude any claim and/or to the extent any third party might make any claim against Smith in any way related to Subscriber’s use or misuse of Services or anything done or any delays, mistakes, or errors in conveying Subscriber Information to Subscriber by Smith, then Subscriber indemnifies Smith against any and all liabilities losses expenses and costs that might be suffered or incurred by Smith as a direct or indirect consequence of any such claims being made.
THE APPLICATION AND SERVICES ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND EXCEPT AS EXPLICITLY SET FORTH IN THIS AGREEMENT, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT, OR ACCURACY OF CONTENT. SMITH MAKES NO WARRANTY OR REPRESENTATION THAT SUBSCRIBER’S USE OF THE APPLICATION OR SERVICES WILL MEET SUBSCRIBER’S REQUIREMENTS OR WILL BE UNINTERRUPTED OR ERROR-FREE.
WITHOUT LIMITING THE FOREGOING, NEITHER SMITH NOR ANYONE ASSOCIATED WITH SMITH REPRESENTS OR WARRANTS THAT THE PLATFORM, ITS CONTENT, OR THE SERVICES WILL BE ACCURATE, RELIABLE, ERROR-FREE, OR UNINTERRUPTED, THAT DEFECTS WILL BE CORRECTED, THAT THE PLATFORM OR THE SERVER THAT MAKES IT OR THE SERVICES AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS, OR THAT THE PLATFORM OR THE SERVICES WILL OTHERWISE MEET YOUR NEEDS OR EXPECTATIONS.
THE FOREGOING DOES NOT AFFECT ANY WARRANTIES WHICH CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.
EXCEPT AS OTHERWISE EXPRESSLY STATED, IN NO EVENT WILL SMITH BE LIABLE TO SUBSCRIBER OR ANY OTHER PARTY FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, REGARDLESS OF THE BASIS OR NATURE OF THE CLAIM OR LEGAL THEORY, WHETHER IN TORT, CONTRACT OR OTHERWISE, RESULTING FROM THE SERVICES, ANY USE OF THE APPLICATION, OR ANYTHING PERTAINING TO THE TERMS, INCLUDING WITHOUT LIMITATION ANY LOSS OF GOODWILL, LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF DATA, OR COST OF PROCUREMENT OF SUBSTITUTE SERVICES, EVEN IF SUCH PARTY HAS EXPRESSLY BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT WILL THE AGGREGATE LIABILITY FOR ANY AND ALL OF SUBSCRIBER’S CLAIMS AGAINST SMITH UNDER OR IN CONNECTION WITH THIS AGREEMENT OR ARISING OUT OF OR RELATED TO SERVICES OR APPLICATION EXCEED THE AMOUNTS ACTUALLY PAID BY SUBSCRIBER TO SMITH DURING THE 12 MONTHS PRIOR TO THE DATE A CLAIM IS MADE.
Smith may assign, transfer, or sub-contract Smith’s rights and/or obligations under these Terms without notifying you or obtaining your consent. You may not assign, transfer, or sub-contract your rights and/or obligations under these Terms without Smith’s prior written consent.
No waiver by Smith of any term or condition set forth in these Terms shall be deemed a further or continuing waiver of such term or condition or a waiver of any other term or condition, and any failure of Smith to assert a right or provision under these Terms shall not constitute a waiver of such right or provision.
If any provision of these Terms is held by a court or other tribunal of competent jurisdiction to be invalid, illegal, or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of the Terms will continue in full force and effect.
All feedback, comments, requests for technical support, and other communications relating to the Platform or Services should be directed to: firstname.lastname@example.org.