Terms of Service (AGB)

1. Scope and Operator

These General Terms and Conditions ("Terms" or "AGB") govern your use of InboxMate (the "Service"), operated by psquared GmbH, Dametzstraße 2-4, 4020 Linz, Austria, registered at the Landesgericht Linz under FN 647249m ("we", "us", "our").

InboxMate is a product built on the psquared AgentHub platform, an AI agent infrastructure developed and operated by psquared GmbH. By accessing or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Service Description

InboxMate is an AI-powered customer support platform that allows businesses to create custom chatbots trained on their own content. The Service includes:

• Automated website content scraping and AI knowledge base training
• An embeddable chat widget for your website
• A unified inbox for managing conversations across chat, email, and messaging channels
• AI-powered reply suggestions and automated responses
• Ticket management and conversation routing
• Analytics dashboard
• Integration tools, API access, and MCP server support (depending on your plan)

Feature availability depends on your subscription plan. Current plans and their features are described on our pricing page.

3. User Accounts

To use the Service, you must create an account. You are responsible for:

• Providing accurate and complete registration information
• Maintaining the confidentiality and security of your account credentials
• All activities that occur under your account, including those of team members you invite
• Notifying us immediately at office@psquared.dev of any unauthorized access

You must be at least 18 years old and have the legal capacity to enter into these Terms. The Service is intended for business use (B2B). Consumer protection provisions under Austrian law (KSchG) apply where the user qualifies as a consumer.

4. Subscription Plans and Pricing

The Service is offered in the following tiers:

• Starter (€59/month, or €49/month billed annually): For small businesses getting started with AI support.
• Pro (€129/month, or €107/month billed annually): For growing teams needing advanced features, human handover, and integrations.
• Business (€399/month, or €331/month billed annually): For scaling operations with full API access and enterprise features.

Annual billing includes a 17% discount (equivalent to 2 months free). From time to time, we may offer promotional discounts for new customers, including limited-time first-year pricing on annual plans. Such promotions apply only to the initial billing period; subsequent renewals are billed at the standard annual rate.

All prices are in Euros (EUR) and exclude applicable Value Added Tax (VAT/USt) where required by law. For customers within Austria, 20% USt is applied. For EU businesses with a valid VAT ID, reverse charge applies. Prices may change with at least 30 days' prior notice. Existing subscriptions remain at the current price until the end of their billing cycle.

5. Free Trial

We offer a 14-day free trial of the Pro plan when you sign up directly at inboxmate.psquared.dev. During the trial:

• No credit card is required to start
• You have full access to Pro plan features
• After the trial ends, your account is paused until you choose a paid plan
• Your data and configurations are preserved for 2 months. Unused accounts without a subscription are deleted after 2 months

You may upgrade to a paid plan at any time during or after the trial.

Shopify App Store installs: If you install InboxMate from the Shopify App Store, your first subscription includes a 7-day free trial before Shopify processes any charge. If you uninstall InboxMate or cancel the subscription from your Shopify admin before the trial ends, no charge is made. See Section 6a for details on Shopify billing.

6. Payment and Billing

For Starter, Pro, and Business plans, billing is handled monthly or annually in advance via Stripe (Stripe Payments Europe, Ltd., Ireland). By subscribing, you agree to:

• Pay all fees associated with your chosen plan on time
• Provide valid and current payment information
• Authorize recurring monthly charges until cancellation

If a payment fails, we will notify you and retry for up to 7 days. If payment remains unsuccessful, your account will be paused. Your data is preserved for 2 months to give you time to resolve payment issues.

Custom invoicing: For Custom/Enterprise plans, or on request, we can provide separate invoicing (bank transfer, purchase order) instead of automated Stripe billing. Contact office@psquared.dev to arrange custom billing.

6a. Shopify App Store and Shopify Billing

InboxMate is also distributed through the Shopify App Store. If you install InboxMate from the Shopify App Store, the following additional terms apply to your subscription:

• Billing by Shopify: Subscription fees are charged, collected, and remitted by Shopify Inc. as the payment processor, under Shopify's Merchant Terms of Service and the Shopify App Store terms. We do not store or process your payment card details for Shopify-installed subscriptions.
• 7-day free trial: Your first InboxMate subscription started from the Shopify App Store includes a 7-day free trial. Shopify issues no charge during the trial; the first billing cycle begins only after the trial ends.
• Subscription management: You manage, upgrade, downgrade, and cancel your InboxMate subscription directly from your Shopify admin (Settings → Apps and sales channels). Cancelling or uninstalling InboxMate in Shopify immediately stops future Shopify charges.
• Refunds: Refund requests for Shopify-billed subscriptions are governed by Shopify's refund policy. We will honor refund decisions made by Shopify.
• Required scopes: InboxMate requests only read-only Shopify Admin API scopes (read_products, read_content, read_online_store_pages, read_themes, read_locales, read_shipping) in order to sync your store's policies, pages, and product information into your chatbot's knowledge base. We do not request write access to your store.
• Uninstall: If you uninstall InboxMate from your Shopify admin, we receive an app/uninstalled webhook and soft-delete the integration, including revoking the access token. Per your chosen retention, your InboxMate account data is handled as described in Section 7 below.
• GDPR webhooks: We honor the three Shopify mandatory GDPR webhooks (customers/data_request, customers/redact, shop/redact). See the Privacy Policy for how each request is processed.

Your use of Shopify itself is governed by Shopify's own terms. psquared GmbH is not affiliated with Shopify, and Shopify is not a party to this agreement except in its role as payment processor and distribution channel.

7. Cancellation and Refunds

You may cancel your subscription at any time through your account dashboard. Subscriptions started via the Shopify App Store are cancelled from your Shopify admin (see Section 6a). Upon cancellation:

• Your paid features remain active until the end of the current billing period
• After the billing period ends, your account is paused
• Your data and configurations are preserved for 2 months. After 2 months without an active subscription, your account and data may be deleted

We do not offer refunds for partial billing periods. If you cancel during the 14-day free trial (direct sign-up) or the 7-day free trial (Shopify App Store), no charges apply. For annual plans, you may request a pro-rata refund for unused full months within 14 days of renewal. For Shopify-billed subscriptions, refunds are governed by Shopify's refund policy.

8. Usage Limits

Each plan includes specific usage limits (conversations, storage, scrapes, etc.) as described on the pricing page. We use a buffer model to avoid abrupt service interruption:

• At 100%: You receive an email notification informing you that your monthly limit has been reached, with a recommendation to upgrade. Your chatbot continues to operate using a one-time 50% emergency buffer.
• Buffer depleted: Once the buffer is exhausted, new conversations are paused until you upgrade your plan. Existing (ongoing) conversations continue to function.

For example, if your plan includes 500 conversations per month, you will receive an email at 500 conversations. Your chatbot then continues serving visitors using the buffer for up to 250 additional conversations (750 total). Beyond that, new conversations are paused until you upgrade. The emergency buffer is a one-time courtesy safety net — it does not reset at the beginning of each billing cycle. Only your monthly conversation credits reset each period. You are not billed extra for buffer usage.

Plan downgrades and resource limits: When you downgrade to a lower plan, certain resource limits (e.g., storage, number of agents, email inboxes) may be reduced. If your current usage exceeds the limits of the new plan, we will notify you and provide a reasonable grace period (at least 14 days) to bring your usage within the new limits. If usage is not adjusted within the grace period, we reserve the right to reduce resources to fit the new plan limits — for example, by disabling excess agents, disconnecting additional email inboxes, or removing the oldest stored data to meet storage quotas. We will always notify you before taking such action and give you the opportunity to manage the transition yourself.

9. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws or regulations
• Infringe upon the intellectual property rights of others
• Distribute harmful, offensive, discriminatory, or misleading content
• Attempt to gain unauthorized access to the Service, other accounts, or related systems
• Use the Service to send spam, phishing messages, or unsolicited communications
• Scrape or train the chatbot on content you do not own or have rights to use
• Use the chatbot to impersonate a human without disclosure to end users
• Resell, sublicense, or redistribute the Service without our written consent
• Reverse-engineer, decompile, or attempt to extract the source code of the Service

We reserve the right to suspend or terminate accounts that violate these terms, with prior notice where reasonably possible.

10. Your Content and Data

You retain full ownership of all content you provide to the Service, including website content, uploaded documents, chatbot configurations, and conversation data ("Your Content").

By using the Service, you grant us a limited, non-exclusive license to process Your Content solely for the purpose of providing the Service. This license ends when you delete Your Content or your account.

Data isolation: Your Content is strictly isolated from other customers. We never use Your Content to train AI models for other customers, for general model improvement, or for any purpose other than providing the Service to you.

Data export: You may export Your Content at any time through the dashboard or by contacting us. We provide data in standard formats (JSON, CSV).

11. Data Processing

When your website visitors interact with your InboxMate chatbot, you are the data controller and we act as your data processor under Art. 28 GDPR. You are responsible for:

• Informing your website visitors about the chatbot's data collection in your privacy policy
• Obtaining any necessary consents from your visitors
• Ensuring your use of the Service complies with applicable data protection laws

A Data Processing Agreement (DPA) in accordance with Art. 28 GDPR is automatically included as part of these terms and applies to all customers. The DPA is available for download at inboxmate.psquared.dev/dpa. For more information about how we handle data, see our Privacy Policy.

Regulatory compliance: The Service is designed and operated in full compliance with the EU General Data Protection Regulation (GDPR) and the EU Artificial Intelligence Act (Regulation (EU) 2024/1689). All primary data storage and processing takes place within the European Union. With the Advanced Compliance option (available on Pro and Business plans), all data processing — including AI inference — is restricted to EU-based infrastructure only. See our Privacy Policy for details on sub-processors and data locations.

12. AI Disclaimer

The Service uses artificial intelligence to generate chatbot responses. You acknowledge that:

• AI-generated responses may occasionally be inaccurate, incomplete, or inappropriate
• You are responsible for reviewing and monitoring the quality of your chatbot's responses
• The Service is a support tool and should not replace professional advice (legal, medical, financial, etc.)
• We do not guarantee specific accuracy rates or response quality

We recommend using the human handover feature (available on Pro and Business plans) for sensitive or complex queries that require human judgment.

EU AI Act transparency: In accordance with Art. 50 of the EU AI Act, InboxMate clearly discloses to end users that they are interacting with an AI system. The chat widget displays a visible AI indicator. InboxMate is classified as a limited-risk AI system and does not perform any prohibited AI practices under Art. 5 of the AI Act.

13. Intellectual Property

The Service, including its software, design, documentation, and trademarks, is owned by psquared GmbH and protected by Austrian and international intellectual property laws. These Terms do not grant you any rights to our intellectual property except the limited right to use the Service as described herein.

The InboxMate name and logo are trademarks of psquared GmbH. You may not use our trademarks without prior written permission, except as necessary to refer to the Service (e.g., "Powered by InboxMate" badge).

14. Service Availability

We strive to maintain high availability of the Service but do not guarantee uninterrupted or error-free operation. We may perform scheduled maintenance and will notify you in advance when possible.

We are not liable for service interruptions caused by: force majeure events, third-party service outages (hosting providers, payment processors), internet connectivity issues, or actions by you or your users.

14a. Dispute Resolution

Before initiating legal proceedings, both parties agree to attempt resolution through good-faith negotiation within 30 days. If unresolved, either party may initiate mediation through the Austrian Federal Economic Chamber (WKO) before pursuing litigation.

15. Limitation of Liability

To the maximum extent permitted by Austrian law:

• To the maximum extent permitted by Austrian law (ABGB §§ 922ff), warranty claims for defects that do not substantially impair the usability of the Service are excluded in B2B relationships. Mandatory warranty rights under Austrian consumer protection law (KSchG) remain unaffected
• We are not liable for indirect, incidental, special, or consequential damages, including loss of profit, data, or business opportunities
• Our total aggregate liability for all claims arising from the Service is limited to the amount you paid us in the 12 months preceding the claim
• We are not liable for the accuracy, completeness, or reliability of AI-generated responses

These limitations do not apply to liability for intent (Vorsatz) or gross negligence (grobe Fahrlässigkeit), personal injury, or other cases where liability cannot be excluded by law.

16. Indemnification

You agree to indemnify and hold psquared GmbH harmless from any claims, damages, or expenses arising from: (a) your use of the Service in violation of these Terms, (b) content you provide that infringes third-party rights, or (c) your failure to comply with applicable data protection laws regarding your end users.

psquared GmbH will indemnify you against third-party claims alleging that the Service infringes their intellectual property rights, provided you notify us promptly and cooperate in the defense.

17. Termination

Either party may terminate the agreement:

• You: Cancel your subscription at any time through your dashboard. Your access continues until the end of the billing period, then your account is paused. Data is preserved for 2 months.
• You: Delete your account entirely by contacting us. We will delete all your data within 30 days.
• We: May suspend or terminate your account for material breach of these Terms, with 14 days' prior written notice (except in cases of illegal activity or urgent security risk, where immediate action may be necessary).

Upon termination, your right to use paid features ceases. We will retain your data for 30 days to allow recovery, after which it is permanently deleted (except records required by law). Upon request, we will provide written confirmation of data deletion.

18. 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. The current version is always available at this URL.

If you do not agree with the changes, you may cancel your subscription before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

19. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Republic of Austria, excluding the UN Convention on Contracts for the International Sale of Goods (CISG) and conflict-of-law rules.

For business customers (B2B), the exclusive place of jurisdiction is the competent court in Linz, Austria. For consumers, the statutory jurisdiction rules apply (including your local court of residence within the EU).

20. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that most closely achieves the economic intent of the original.

21. Contact

For questions about these Terms, contact us at:

psquared GmbH
Dametzstraße 2-4, 4020 Linz, Austria
Email: office@psquared.dev
Website: psquared.dev