Terms of Service

1. This agreement

“Mountain Labs”, “we” and “us” mean Mountain Labs. “You” means that business. “Service” means the Mountain Labs application, the chat window, and anything else we make available under these terms.

2. What we provide

AI-powered customer support: a shared inbox for web chat and email, an AI agent that drafts and — where you allow it — sends replies, triage and routing, and reporting on all of it.

We may change the Service as it develops. Where a change removes something you rely on, we will give you reasonable notice first, and if it materially reduces the value of what you are paying for, you may stop paying for it.

3. Your account and acceptable use

You are responsible for what happens in your workspace, including what your team does. Keep your credentials to yourself, and tell us promptly if you think they have been exposed.

You agree not to use the Service to:

• send unsolicited bulk messages, or anything a reasonable person would call spam;
• impersonate another business, or set the agent up to deny that it is software when a customer asks it directly;
• handle categories of sensitive information we have not agreed with you in advance;
• probe or load-test the Service without our written permission, or work around any limit or access control;
• resell the Service as your own.

We can suspend a workspace that is causing harm to the Service or to other customers. Where it is safe to do so we will contact you first; where it is not, we will contact you straight afterwards.

4. The AI agent

The agent writes replies from the sources you connect. It will sometimes be wrong. You remain responsible for every message sent from your workspace, including the ones the agent sends on its own.

• Every workspace starts with the agent drafting only, and a person always sending. Letting it reply by itself is your decision, made per topic, and you can withdraw it at any time.
• You set what it may answer, what it may do, and when it should hand a conversation to a person.
• We do not promise any particular result. How well the agent performs depends on what you connect it to and the questions your customers ask.
• You will not present the agent as a qualified professional — legal, medical, financial — or set it up to give advice that requires one.

5. Fees

What you pay, and when, is set out in the agreement or order we have made with you. Fees exclude tax, which we add where we are required to collect it. We will give you notice before any price change, and it takes effect at your next renewal rather than part-way through a term.

6. Your data

Your data is yours. You give us only the permission we need to run the Service for you: to host it, transmit it, index it, show it to your team, and keep backups.

We do not use your conversation data to train a model made available to anyone else. How we handle personal information is set out in the privacy policy, which forms part of these terms.

You can export your data at any time, and we will not hold it back over a billing dispute.

7. Intellectual property

We own the Service and everything in it other than your data — the software, the interface, the documentation, and the Mountain Labs name. You own your data and your own marks. Feedback you send us we may use freely and without obligation.

8. Availability and support

We work to keep the Service available and will tell you when it is not. Unless we have separately agreed a service level with you in writing, we do not guarantee uninterrupted availability.

We announce planned maintenance in advance and schedule it outside business hours where we can.

9. Warranties and disclaimers

We warrant that we will provide the Service with reasonable skill and care. Beyond that, and to the extent the law allows, the Service is provided as is: we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement, and we do not warrant that the Service will be uninterrupted or that content the agent generates will be accurate.

10. Limitation of liability

Neither of us is liable for indirect, incidental, special or consequential loss, or for lost profits, revenue or goodwill, even if told such loss was possible.

Each party’s total liability under this agreement is capped at the fees you paid in the twelve months before the event giving rise to the claim. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

11. Indemnities

We will defend you against a third-party claim that the Service infringes their intellectual property, and pay any damages finally awarded, provided you tell us promptly and let us handle the defence.

You will defend us against a third-party claim arising from your data or from your use of the Service in breach of these terms, on the same conditions.

12. Term and termination

This agreement runs until your subscription ends. Either of us may end it for a material breach that is not fixed within a reasonable period after written notice.

When it ends we will keep your data available for you to export for a reasonable period and then delete it. The clauses that obviously should survive — fees owed, data, intellectual property, liability, governing law — survive.

13. General

Neither of us may transfer this agreement without the other’s consent, except to a successor in a merger or sale of the business. If a clause turns out to be unenforceable, the rest still stands, and not enforcing a term once does not waive it.

These terms and the privacy policy are the whole agreement between us on this subject. Questions about any of it: legal@mountainlabs.io, or the contact form.