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Terms of Service

Effective date: 1 September 2026

These terms are an agreement between you and Jadin Roste Andrews, trading as Chatleadr, a sole proprietor trading in the Republic of South Africa, of 71 Old Main Rd, Hillcrest, 3650 ("Chatleadr", "we", "us"). Chatleadr is not a registered company, and one person trading in their own name has no registration number to publish. By creating an account or using the service you agree to these terms. If you are agreeing on behalf of a business, you confirm you have authority to bind it.

Three further documents form part of this agreement: Acceptable Use and AI, the Privacy Policy and the Data Processing Terms.

1. What the Service Is#

Chatleadr is a hosted service for building chatbots that answer questions and capture leads on a website, on WhatsApp and on Instagram. You configure a bot, we run it.

2. Your Account#

You are responsible for what happens under your account, for keeping your sign-in details secure, and for the accuracy of the details you give us. Tell us promptly if you believe your account has been accessed by someone else.

3. Plans, Conversations and What You Are Buying#

Conversations are the billing unit. A conversation is one visitor's exchange with one bot. It is counted once when it starts. A conversation still running an hour later is counted again for each additional hour it continues. It is not counted per message, so a ten message exchange inside an hour is one conversation.

Each plan includes a monthly allowance of conversations and limits on bots, knowledge documents, workflows and channel connections. The allowances that apply are the ones shown at checkout and in the Dashboard.

A channel connection is one platform on one bot. A bot connected to both WhatsApp and Instagram uses two.

4. Payment#

Prices are published on our website. The currency that applies to your account is set when you sign up and is shown at checkout and in the Dashboard.

Your subscription is sold by our payment provider, which acts as merchant of record. The provider sells the subscription to you, collects payment, and is responsible for charging and remitting any sales tax or VAT. Your payment details are given to that provider and are never received or stored by us.

The provider that applies to a payment is named at checkout and on the receipt for it, and the providers we use are listed on the Sub-Processors page.

Subscriptions renew automatically for the same period until cancelled. You may cancel at any time and the cancellation takes effect at the end of the period you have paid for.

5. Refunds#

You may cancel a subscription within 14 days of a payment and ask us for a full refund of it. You do not have to give a reason. Write to support@chatleadr.com from the address on the account.

This applies to each payment, so it covers a first purchase and a renewal alike. It does not apply to a conversation top-up that has already been spent.

A refund is issued by the provider that took the payment, back to the payment method used.

6. Top-Ups#

Conversation top-ups may be purchased in addition to a plan allowance.

Top-up conversations do not expire. They stay on the account until they are used, including across a plan change. A plan's own monthly allowance is separate and does expire: it is issued for the billing period and does not carry over.

7. Running Out, and Non-Payment#

These two are treated differently, on purpose.

If you use up your conversation allowance, your bot keeps working. It stops using the AI model and answers from the trigger keywords you have configured. Your widget stays on your website and your visitors do not meet a broken chat.

If a payment fails, we retry it and tell you. If it has not succeeded after 7 days we suspend the account, and a suspended bot does not answer at all. Paying the outstanding amount restores it.

8. Using Chatleadr for Your Own Clients#

You may use the service to build and run bots for your own clients.

If you do, you remain our customer and you are responsible to us for everything done under your account, including by your clients and their users. Your clients have no agreement with us and we will not deal with them directly. Where a client contacts us about their data, we will refer them to you.

Clause 4 of the Data Processing Terms sets out what you must have in place with each client before you configure a bot for them, including the authority to appoint us and a written agreement no less protective than those terms.

Where a plan permits you to present the service under your own branding, whether to a visitor on a website or to a client signed in to the dashboard, that changes what those people see and nothing else in this agreement.

9. Acceptable Use#

You must not use the service to:

  • break the law, or help anyone else to;
  • send unsolicited bulk messages, or contact anyone who has opted out;
  • impersonate another person or business, or configure a bot to deny that it is a bot when asked directly;
  • collect payment card numbers, passwords, or health information through a form;
  • give us a website address to read that you are not entitled to use;
  • publish content that is unlawful, defamatory, or infringes someone else's rights;
  • probe, load test or attempt to circumvent the limits of the service, or resell access to the model behind it as a general purpose assistant;
  • upload malicious code.

We do not verify who owns a website address you give us, so the entitlement to use it is yours to hold.

We may suspend an account that breaches this clause. Where the breach is serious or continuing we may do so without notice.

10. Channels You Connect#

WhatsApp and Instagram are operated by Meta and are subject to Meta's own policies in addition to these terms. You are responsible for complying with them, including the rules on opt-in, on messaging windows and on message templates. Meta may restrict or remove your access to those platforms, and we have no control over and no liability for that decision.

Message charges levied by Meta are billed to your own account with them and are not part of what you pay us.

11. Your Content#

You keep ownership of your bots, your knowledge documents, your workflows and the lead data your bots collect. You grant us the licence needed to host, process and display that content in order to provide the service, and no broader licence.

We do not use your content, or your visitors' conversations, to train models.

You are responsible for having the right to upload what you upload, and for a lawful basis for collecting what your bot collects.

12. Output From the AI Model#

The bot generates its replies with a language model, and a language model can be wrong. It can state something inaccurate, misread a document, or answer a question it should have declined.

You are responsible for the bot you publish. That means reviewing its configuration and its knowledge base, testing it, and deciding what it is allowed to do. We provide tools to constrain it, including trigger keywords, restrictions on when a workflow may run, and the boundary that treats knowledge documents as reference material rather than as instructions.

Do not use the service where an incorrect answer would cause harm that you are not prepared to bear, including medical, legal, financial or safety advice, unless you have put your own review in front of it.

We do not warrant that any particular reply will be accurate, and to the extent the law allows we are not liable for the content of a reply your bot gives.

13. Availability#

We aim to keep the service available and do not promise that it will be uninterrupted. We may take it down for maintenance and will try to give notice where the work is planned.

We do not offer a service level commitment, and no uptime figure is promised anywhere in this agreement.

14. Intellectual Property#

The service, its software and its branding remain ours. These terms grant you a right to use it during your subscription and nothing more.

If you send us feedback we may use it without obligation to you.

15. Term and Termination#

This agreement runs for as long as your account is open.

You may close your account at any time. We may terminate for material breach, and for non-payment as set out in clause 7.

Export your data before you close an account. What happens to it afterwards is set out in clause 9 of the Data Processing Terms and section 7 of the Privacy Policy.

Clauses 11, 14, 16, 17, 18 and 20 survive termination.

16. Warranties and Disclaimers#

TO THE MAXIMUM EXTENT PERMITTED BY LAW, AND SUBJECT TO ANY RIGHTS YOU HAVE UNDER THE CONSUMER PROTECTION ACT 68 OF 2008 THAT CANNOT BE EXCLUDED, THE SERVICE IS PROVIDED "AS IS" AND WE DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE, OR THAT ANY REPLY GENERATED BY A BOT WILL BE ACCURATE.

17. Limitation of Liability#

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS, OR FOR LOSS OF PROFIT, REVENUE, DATA OR GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY.

OUR TOTAL LIABILITY ARISING OUT OF THIS AGREEMENT IS LIMITED TO THE AMOUNT YOU PAID US IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

Nothing in this agreement excludes liability that cannot lawfully be excluded, including for fraud or for death or personal injury caused by negligence.

18. Indemnity#

You will indemnify us against claims arising from your use of the service in breach of this agreement, from content you upload, from what your bot says as a result of how you configured it, and from your clients' use of your account under clause 8.

19. Changes#

We may change these terms. We will post the change here and update the date. Where a change materially reduces your rights we will email you before it takes effect, and continuing to use the service afterwards means you accept it.

We may change the service itself, and will not materially reduce what a paid plan includes during a period you have already paid for.

20. Governing Law#

This agreement is governed by the law of the Republic of South Africa, and the parties submit to the jurisdiction of the KwaZulu-Natal Division of the High Court, Durban.

21. General#

If a clause is unenforceable the rest stands. A delay in enforcing a right is not a waiver of it. You may not transfer this agreement without our consent; we may transfer it to a successor of our business. These documents are the whole agreement between us and replace anything said beforehand.

Questions about these terms: support@chatleadr.com