Terms of Service

1. Parties & Definitions

"Company," "we," "us," means Bright Tier Solutions LLC, the operator of Moxabot.

"Service" means the Moxabot software-as-a-service platform accessible at moxabot.com, including all APIs, integrations, mobile apps, and related services.

"Customer," "you" means the individual or legal entity that registers for or uses the Service.

"End-customer" means the third-party end-users whose conversations your agents manage through the Service.

"Subscription" means the recurring paid plan you select (Starter, Growth, Business, or Enterprise).

2. Legal Entity & Regulatory Disclosures

Legal name: Bright Tier Solutions LLC
Brand name: Moxabot
Registered office: Bright Tier Solutions LLC, Mumbai, Maharashtra, India
Payments processed by: Razorpay Software Pvt Ltd (Payment Aggregator licensed by RBI)
Support email: support@moxabot.com
Legal email: legal@moxabot.com

GST registration details and GSTIN are available on invoices issued to Indian customers. Prices displayed in USD. Indian customers will see GST (18%) added at checkout.

3. Account Registration

• You must be at least 18 years old and legally capable of entering binding contracts.
• If registering on behalf of a company, you represent you have authority to bind that company.
• You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account.
• You must provide accurate information. Impersonation or misrepresentation is grounds for immediate termination.
• You must notify us immediately at support@moxabot.com of any unauthorised use of your account.

4. Subscriptions & Billing

4.1 Plans

Moxabot offers the following plans: Starter ($39/mo — 2 seats, 2 channels, 500 conversations/mo), Growth ($99/mo — 5 seats, all channels, 3,000 conversations/mo), Business ($249/mo — 10 seats, all channels, 12,000 conversations/mo), and Enterprise (custom pricing — unlimited seats, channels, and conversations, plus SSO and audit logs). A 14-day free trial is available with 1 seat, no social channels, and 200 conversations — no credit card required.

4.2 Free Trial

The 14-day free trial is available to new customers only. No credit card is required during the trial. At the end of the trial, the workspace is downgraded and AI features are suspended until a paid plan is selected. Trial workspaces with no activity after 30 days from trial end may be deleted.

4.3 Recurring Billing

Subscriptions renew automatically at the end of each billing cycle (monthly or annual) until cancelled. We will send you an advance notification at least 24 hours before each renewal debit, as required by RBI e-mandate guidelines.

4.4 RBI e-Mandate & Recurring Payments

Recurring card and UPI payments are processed under RBI e-mandate regulations. By subscribing, you authorise a standing payment mandate with Razorpay. You may cancel this mandate at any time through your bank, UPI app, or by contacting us. For recurring charges exceeding ₹15,000 per cycle, Additional Factor of Authentication (AFA) will be required for each transaction. Raw card numbers are never stored; all cards are tokenised per RBI card-on-file tokenisation rules.

4.5 Price Changes

We may change subscription prices with at least 30 days' written notice by email. Your continued use after the effective date of the price change constitutes acceptance. If you do not accept the new price, you may cancel before the change takes effect.

4.6 Taxes

Indian customers are charged 18% GST on all plans. International customers are charged in USD exclusive of local taxes; you are responsible for any applicable VAT or local taxes in your jurisdiction.

5. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights.
• Send spam, unsolicited messages, or conduct phishing activities through the Service.
• Transmit malware, viruses, or any harmful or disruptive code.
• Reverse-engineer, decompile, or attempt to extract the source code of the Service.
• Resell, sublicense, or white-label the Service without our written permission.
• Bypass usage limits or scrape data from the platform by automated means.
• Use the AI features to generate misleading, defamatory, or illegal content.
• Impersonate any person or entity or misrepresent your affiliation.

Violation of these terms may result in immediate suspension or termination without refund.

6. AI Features & Limitations

The AI reply and AI persona features are powered by Google Gemini 2.5 Flash. You acknowledge that:

• AI-generated content may contain errors or inaccuracies. You are responsible for reviewing AI replies before they are sent to your end-customers.
• We do not use your conversation data to train AI models.
• AI responses are generated using content from your Knowledge Base that you configure. The quality of AI replies depends on the quality of your KB.
• We reserve the right to apply safety filters that prevent the AI from generating certain categories of content.

7. Fair Usage Policy

To ensure a reliable experience for all customers, Moxabot enforces the following usage limits. These limits reset automatically at the start of each calendar month unless otherwise noted. Enterprise plans are not subject to hard monthly limits.

7.1 Monthly Conversation Limits

A "conversation" is counted when a contact initiates a new thread or when an existing thread has been inactive for 48 hours or more. After 48 hours of inactivity, the next inbound message from the same contact opens a fresh conversation — a new greeting is sent and the monthly counter increments by one. Messages within the same active 48-hour window are never counted more than once, regardless of how many messages are exchanged.

Each inbound channel (web widget, WhatsApp, SMS via EZ Texting, SMS via Twilio) enforces this rule independently at the point the message arrives.

When the monthly limit is reached, new inbound conversations are silently dropped on SMS and WhatsApp channels (no error message is sent to your end-customer) and a 429 error is returned on the web widget channel. Existing in-progress conversations continue unaffected.

7.2 Seat Limits

Each plan limits the number of workspace members (seats), including the account owner. Seat limits are enforced at the point of sending a team invitation.

7.3 Channel Limits

"Channels" refers to social and chat integrations (WhatsApp, Messenger, Instagram, YouTube). SMS providers (EZ Texting and Twilio) are not counted as channels and are available on all paid plans. Channel limits are enforced when connecting a new integration.

7.4 AI Replies per Conversation

Each conversation thread is capped at 50 AI-generated replies to prevent runaway cost from a single abusive session. Once this cap is reached, the AI will not respond further in that thread. Agents may continue replying manually from the inbox. This cap applies to all plans.

7.5 Trial Lifetime AI Reply Cap

Free trial workspaces are additionally limited to 100 AI replies in totalacross all conversations for the duration of the trial. This cap does not reset monthly. Once reached, AI replies are paused for the workspace until a paid plan is activated. A usage banner is displayed in the AI Persona settings page showing real-time consumption.

7.6 Widget Rate Limit

The web chat widget enforces a rate limit of 20 messages per 60 secondsper visitor session to prevent spam and protect AI processing resources. Visitors who exceed this rate will receive a temporary throttle response. This limit cannot be configured and applies to all plans.

7.7 Consequences of Exceeding Limits

We design our limits to be reached only under genuine high-volume or abusive usage. If your business regularly approaches monthly conversation limits, we recommend upgrading to a higher plan. We do not currently charge overage fees — conversations beyond the limit are dropped, not billed. Enterprise customers may negotiate custom limits and SLAs.

7.8 Auto-Reset

Monthly conversation counters reset automatically at the start of each new calendar month (UTC). No action is required on your part. The reset is triggered on the first inbound conversation of the new month and takes effect immediately. The trial lifetime AI reply cap (Section 7.5) does not reset monthly.

8. Intellectual Property

8.1 Our IP

The Moxabot platform, including all software, designs, trademarks, and content created by us, is the exclusive property of Bright Tier Solutions LLC. These Terms do not grant you any licence to our IP other than the limited right to use the Service as described.

8.2 Your Content

You retain all ownership of data, conversations, and content you upload to or generate through the Service ("Customer Data"). You grant us a limited, non-exclusive licence to process Customer Data solely to provide the Service to you.

8.3 Feedback

If you provide feedback or suggestions about the Service, you grant us an irrevocable, royalty-free licence to use that feedback without any obligation to you.

9. Data Protection

Our handling of personal data is governed by our Privacy Policy, incorporated here by reference. Bright Tier Solutions LLC acts as the Data Fiduciary for account data and as a Data Processor for end-customer conversation data you route through the Service.

Data is stored on Indian servers (Google Firebase, asia-south1 region) in compliance with RBI data-localisation requirements. Payment card data is tokenised by Razorpay and never stored on our servers.

10. Uptime & Service Levels

We target 99.5% monthly uptime for paid plans. In the event of unplanned downtime exceeding 1% in a calendar month, eligible customers on Growth, Business, or Enterprise plans may request a service credit equal to 10% of that month's subscription fee. Credits must be requested within 30 days of the incident and are applied to future invoices; they are not paid out as cash.

Planned maintenance will be announced at least 48 hours in advance on our status page and does not count toward downtime calculations.

11. Cancellation & Termination

11.1 By You

You may cancel your subscription at any time from your billing settings. Cancellation takes effect at the end of the current billing period. Access continues until then. See our Refund Policy for details on refunds.

11.2 By Us

We may suspend or terminate your account immediately if you breach these Terms, engage in fraudulent activity, or if required by law. We will provide reasonable notice where practicable. In the event of termination for cause, no refund will be issued. In the event of termination by us without cause, we will refund any prepaid amounts for unused subscription time on a pro-rata basis.

11.3 Effect of Termination

Upon termination, your access is revoked. Customer Data is retained for 90 days post-termination during which you may request an export. After 90 days, data is permanently deleted except for billing records required by law.

12. Limitation of Liability

To the maximum extent permitted by applicable law, the total aggregate liability ofBright Tier Solutions LLC for any claim arising out of or related to these Terms or the Service shall not exceed the greater of (a) the total amount you paid to us in the 3 months preceding the claim, or (b) INR 10,000.

We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, or business interruption, even if advised of the possibility of such damages.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under Indian law.

13. Indemnification

You agree to indemnify and hold harmless Bright Tier Solutions LLC, its directors, employees, and agents from any claims, damages, liabilities, and expenses (including legal fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party right; or (d) content you upload or transmit through the Service.

14. Dispute Resolution

14.1 Informal Resolution

Before initiating formal proceedings, please contact us at legal@moxabot.com. We will attempt to resolve the dispute informally within 30 days.

14.2 Grievance Officer

Wolf (Founder) — grievance@moxabot.com
Bright Tier Solutions LLC, Mumbai, Maharashtra, India
Complaints acknowledged within 48 hours. Resolved within 30 days.

14.3 Governing Law & Jurisdiction

These Terms are governed by the laws of India. Any dispute that cannot be resolved informally shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.

15. General

• Entire agreement: These Terms, together with the Privacy Policy and Refund Policy, constitute the entire agreement between you and us.
• Severability: If any provision is found unenforceable, the remaining provisions continue in full effect.
• No waiver: Our failure to enforce any provision does not waive our right to enforce it in the future.
• Assignment: You may not assign your rights under these Terms without our written consent. We may assign our rights in connection with a merger or acquisition.
• Force majeure: We are not liable for failures caused by events beyond our reasonable control (natural disasters, internet outages, government actions).
• Updates: We may update these Terms with at least 14 days' notice by email. Continued use after the effective date constitutes acceptance.

16. Contact

Bright Tier Solutions LLC
Bright Tier Solutions LLC, Mumbai, Maharashtra, India
General: support@moxabot.com
Legal: legal@moxabot.com