Terms of Service

By accessing or using the NebulaHex Pvt Ltd platform (“NebulaHex,” the “Service”), you agree to be bound by these Terms of Service (“Terms”). If you do not agree to all of these Terms, you may not access or use the Service. We may update these Terms from time to time, and your continued use of the Service after any changes constitutes acceptance of the revised Terms.

NebulaHex is an AI-powered chatbot platform that enables businesses to build, train, and deploy conversational AI agents. The Service includes:

• AI chatbot creation and management.
• Knowledge base training via documents, URLs, YouTube videos, and other data sources.
• Multi-channel messaging deployment across web widgets, WhatsApp, Instagram, Slack, and other supported channels.
• Lead capture, conversation analytics, and live chat handoff.
• Embeddable chat widgets for websites and applications.

To use the Service, you must create an account and provide accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

• Each individual may maintain only one account.
• You must be at least 18 years old or the age of legal majority in your jurisdiction to use the Service.
• If you create an account on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.
• Organization owners may invite team members and manage roles and permissions within their workspace.

NebulaHex offers the following subscription tiers: Growth, Pro, Business, and Enterprise. Each plan has specific usage limits, feature access, and pricing as described on our Pricing page.

• All paid subscriptions are billed through Paddle.com Inc., our authorized reseller and Merchant of Record. By subscribing to a paid plan, you agree to Paddle’s Buyer Terms (https://www.paddle.com/legal/buyer-terms) and authorize recurring charges to your chosen payment method.
• Plan upgrades take effect immediately. Downgrades take effect at the end of the current billing period.

Refunds, cancellation policy, and how to cancel are documented at our Refund Policy page. In short: subscriptions are billed in advance and not refundable for the current billing period. You may cancel at any time to prevent future charges. Exceptional refunds (such as billing errors) are handled at our discretion. Refunds, when made, are processed by Paddle.com Inc., our authorized reseller and Merchant of Record.

All paid plans begin with a 14-day free trial. A valid payment method is required at signup; you will not be charged until day 15. You may cancel at any time during the trial through your account dashboard, and no charge will be applied. After day 15, your subscription begins and your selected plan’s standard billing cycle starts.

The BYOK feature, available on every paid plan, allows you to use your own API keys for supported AI model providers (e.g., OpenAI, Anthropic). By enabling BYOK on your workspace:

• You are solely responsible for all costs incurred through usage of your API keys, including any charges from the third-party AI provider.
• NebulaHex encrypts your API keys at rest and in transit. We do not access, log, or use your API keys for any purpose beyond routing requests to the relevant provider on your behalf.
• You are responsible for ensuring that your use of third-party API keys complies with the respective provider’s terms of service.
• NebulaHex is not liable for service disruptions, rate limits, or account issues arising from your third-party API key usage.

When a service disruption occurs at your bot’s primary AI provider, NebulaHex may automatically retry the request through an alternative provider to keep your bot responsive. This cross-vendor fallback is enabled by default and can be disabled in your workspace settings. Fallback events are logged for transparency and may be subject to different data handling depending on the provider used.

You agree not to use the Service to:

• Send unsolicited messages, spam, or bulk communications through any channel.
• Upload, transmit, or generate content that is illegal, harmful, defamatory, obscene, or otherwise objectionable.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service.
• Scrape, crawl, or use automated means to extract data from the Service beyond what is provided through our official APIs.
• Interfere with or disrupt the integrity or performance of the Service or its infrastructure.
• Impersonate another person or entity, or misrepresent your affiliation with any person or entity.

We reserve the right to suspend or terminate your account if you violate these acceptable use provisions.

The NebulaHex platform, including its software, design, trademarks, logos, and documentation, is the exclusive property of NebulaHex and is protected by applicable intellectual property laws. You may not copy, modify, or distribute any part of the platform without our prior written consent.

You retain full ownership of all content, data, and materials that you upload, create, or input into the Service. By using the Service, you grant NebulaHex a limited, non-exclusive license to process your content solely for the purpose of providing the Service to you.

Your data belongs to you. This includes, but is not limited to:

• Documents, files, and other content uploaded to the knowledge base.
• Conversation logs and chat histories with your end users.
• Lead information and contact data captured through your chatbots.
• Custom chatbot configurations, prompts, and training data.

We do not sell, share, or use your data for training AI models. Your data is processed solely to deliver the Service. For more details, see our Privacy Policy.

You may embed the NebulaHex chat widget on websites and applications that you own or operate. The embedded widget must display the “Powered by NebulaHex” attribution by default. Removal of this attribution is available as a paid add-on or on eligible subscription plans.

You may not embed the widget on websites or applications that you do not own or have authorization to manage. You are responsible for ensuring that the widget’s use complies with all applicable laws in your jurisdiction, including data protection and privacy regulations.

NebulaHex may provide API access for programmatic integration with the Service. All API usage is subject to fair use policies and rate limits as documented in our API reference. We reserve the right to throttle or suspend API access if usage patterns negatively impact the stability or performance of the Service for other users.

NebulaHex uses commercially reasonable efforts to maintain high availability of the Service. However, we do not guarantee uninterrupted access. Scheduled maintenance windows will be communicated in advance when possible.

NebulaHex does not provide a formal Service Level Agreement (SLA) for general users. Enterprise customers may negotiate SLA terms as part of their commercial agreement.

To the maximum extent permitted by applicable law, NebulaHex and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, or goodwill, arising out of or related to your use of or inability to use the Service.

In no event shall our total aggregate liability exceed the amount you have paid to NebulaHex in the twelve (12) months preceding the event giving rise to the claim, or one hundred US dollars (USD $100), whichever is greater.

Either party may terminate this agreement at any time. You may terminate by cancelling your subscription and ceasing use of the Service. We may terminate or suspend your account if you breach these Terms or engage in conduct that we determine, in our sole discretion, is harmful to the Service or its users.

Upon termination, you will have thirty (30) days to export your data from the platform. After this period, we may permanently delete your data in accordance with our data retention policies.

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law provisions. Any disputes arising from or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts located in India.

If you have any questions about these Terms of Service, please contact us at:

legal@nebulahex.com