Terms of Service

These Terms of Service (the "Terms") are an agreement between Yakware ("Yakware", "we", "us") and the person or entity creating an account for or using the YakDesk service ("you", "Customer"). By creating an account or using YakDesk, you agree to these Terms. If you are accepting on behalf of a company, you represent that you are authorized to bind that company.

1. The service

YakDesk is a customer-support platform providing a live-chat widget you can embed on your websites, an agent inbox, conversation routing, optional visitor session recording and replay, and a companion mobile application (together, the "Service"). We may improve or change the Service over time; we will not materially reduce the core functionality you have paid for during a subscription period.

2. Accounts

You must provide accurate registration information and keep your credentials secure. You are responsible for activity under your account, including activity by agents you invite. You must be at least 16 years old to use the Service.

3. Trial, subscriptions, and billing

• New accounts receive a free trial (currently 30 days) with full access to the Service. No payment method is required to start a trial.
• Paid use of the Service is sold as a subscription billed per agent seat at the prices shown on our pricing page at the time of purchase. Payments are processed by Stripe; we do not store card numbers.
• Subscriptions renew automatically each billing period until cancelled. You can cancel at any time from the billing page; cancellation takes effect at the end of the current billing period and we do not provide pro-rated refunds unless required by law.
• When a trial ends without a subscription, your account and conversations remain accessible, but premium features (such as session replay) are paused until you subscribe.
• We may change prices with at least 30 days' notice before your next renewal.

4. Your data and your responsibilities

As between you and Yakware, you own the data you and your end users submit to the Service, including chat transcripts and session recordings ("Customer Data"). You grant us the rights needed to host, process, and display Customer Data solely to provide the Service. Our processing of personal data in Customer Data is described in the Privacy Policy.

Because the chat widget and the session recorder run on your websites and collect data from your visitors, you are responsible for using them lawfully. In particular, you must:

• disclose your use of live chat and session recording in your own privacy notice;
• obtain any consents required in your visitors' jurisdictions (the recorder supports a consent-gating mode for this purpose); and
• avoid capturing data you are not permitted to collect — input masking is enabled by default and should not be disabled for fields containing passwords, payment details, or other sensitive data.

5. Acceptable use

You agree not to use the Service to:

• violate any law or the rights of others;
• send spam or unsolicited messages, or distribute malware;
• probe, disrupt, or overload the Service or other customers' use of it;
• resell the Service without our written agreement.

We may suspend accounts that violate this section, with notice where practicable.

6. Intellectual property

Yakware owns the Service, including its software, design, and documentation. These Terms do not grant you any rights in the Service other than the right to use it while your account is in good standing.

7. Termination

You may stop using the Service and delete your account at any time. We may terminate or suspend your account for material breach of these Terms if the breach is not cured within 14 days of notice (or immediately for serious abuse). Upon termination we will, on request made within 30 days, provide an export of your Customer Data, after which we may delete it.

8. Disclaimers

The Service is provided "as is" without warranties of any kind, express or implied, including fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted or error-free.

9. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, or consequential damages, or loss of profits, revenue, or data. Each party's total liability arising out of these Terms is limited to the amounts you paid for the Service in the 12 months before the event giving rise to the claim. Nothing in these Terms limits liability that cannot be limited by law.

10. Changes to these Terms

We may update these Terms from time to time. For material changes we will notify you by email or in the Service at least 30 days before they take effect; continued use after that date constitutes acceptance. The latest version is always available at this page.

11. Contact

Questions about these Terms: support@yakware.com.