Terms of Service

1. Agreement to Terms

Welcome to Turna Support. These Terms of Service ("Terms") constitute a legally binding agreement between you and Turna Support ("Company," "we," "our," or "us") governing your access to and use of our AI-powered customer support widget and related services (collectively, the "Service").

By accessing or using the Service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you may not access or use the Service.

2. Definitions

• "Customer" or "you" refers to the individual or organization that registers for and uses the Service.
• "End User" refers to individuals who interact with the Turna Support widget on your website.
• "Widget" refers to our embeddable chat interface that you integrate into your website.
• "Content" refers to all data, text, information, and materials submitted through the Service.
• "Subscription Plan" refers to the service tier you select (Free, Pro, or Enterprise).

3. Eligibility

You must be at least 18 years old and have the legal capacity to enter into contracts to use the Service. By using the Service, you represent and warrant that you meet these eligibility requirements.

If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

4. Account Registration

4.1 Account Creation

To use certain features of the Service, you must create an account. You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your account information
• Maintain the security of your account credentials
• Accept all risks of unauthorized access to your account
• Notify us immediately of any unauthorized use of your account

4.2 Account Responsibility

You are responsible for all activities that occur under your account. We are not liable for any loss or damage arising from your failure to maintain account security.

4.3 Organization Accounts

Our Service uses Clerk for authentication and organization management. By creating an account, you also agree to Clerk's Terms of Service and Privacy Policy.

5. Subscription Plans and Pricing

5.1 Service Tiers

We offer multiple subscription tiers:

• Free Plan: Limited features with manual responses and basic functionality
• Pro Plan: AI-powered responses, increased conversation limits, and advanced features
• Enterprise Plan: Custom solutions, dedicated support, and premium features

5.2 Pricing

Current pricing is available on our website at https://turna.support/pricing. We reserve the right to modify pricing with 30 days' notice to existing subscribers. Price changes will not affect your current billing cycle.

5.3 Payment Terms

• Subscriptions are billed monthly or annually in advance
• Payments are processed through PayPal
• All fees are non-refundable except as required by law
• You authorize us to charge your payment method for all fees
• Failed payments may result in service suspension or termination

5.4 Upgrades and Downgrades

You may upgrade your plan at any time, with charges prorated. Downgrades take effect at the end of your current billing period. Features may be limited based on your plan tier.

5.5 Free Trial

We may offer free trials for certain plans. At the end of the trial period, you will be automatically charged unless you cancel before the trial ends.

6. Service Usage and Restrictions

6.1 Permitted Use

You may use the Service to:

• Provide customer support on your website
• Automate responses to common customer inquiries
• Analyze customer conversation data
• Integrate with your existing business tools

6.2 Usage Limits

Your subscription plan includes specific usage limits:

• Conversation volume limits based on your plan
• API rate limits to ensure service stability
• Storage limits for conversation history
• Number of team members based on your plan

Exceeding usage limits may result in additional charges, service throttling, or temporary suspension.

6.3 Prohibited Uses

You agree not to:

• Use the Service for any illegal or unauthorized purpose
• Violate any laws or regulations in your jurisdiction
• Infringe upon intellectual property rights of others
• Transmit viruses, malware, or harmful code
• Attempt to gain unauthorized access to the Service
• Reverse engineer, decompile, or disassemble the Service
• Use the Service to spam, harass, or harm others
• Scrape, mine, or extract data using automated means
• Resell or redistribute the Service without authorization
• Use the Service to compete with us or build similar products
• Remove or alter any proprietary notices or labels
• Interfere with or disrupt the Service or servers

7. Widget Integration and Implementation

7.1 Widget Embedding

You are granted a limited, non-exclusive, non-transferable license to embed the Widget on websites you own or control. You must implement the Widget according to our documentation and guidelines.

7.2 Widget Branding

Free plan users must display "Powered by Turna Support" branding. Pro and Enterprise plans may remove or customize this branding.

7.3 Widget Customization

You may customize the Widget's appearance within the limits of your subscription plan. Customizations must not misrepresent the Widget as your own proprietary technology.

8. Content and Data

8.1 Your Content

You retain all rights to content you submit through the Service ("Your Content"). By submitting content, you grant us a worldwide, non-exclusive, royalty-free license to use, process, store, and display Your Content solely to provide and improve the Service.

8.2 End User Data

You are responsible for ensuring you have the right to collect and process End User data through the Widget. You must:

• Provide appropriate privacy notices to End Users
• Obtain necessary consents for data collection
• Comply with applicable data protection laws (GDPR, CCPA, etc.)
• Handle End User data requests (access, deletion, etc.)

8.3 Data Processing

We process conversation data to provide AI-powered responses and analytics. We act as a data processor on your behalf. Our data processing practices are detailed in our Privacy Policy and Data Processing Agreement.

8.4 Data Retention

Conversation data is retained according to your subscription plan:

• Free Plan: 30 days
• Pro Plan: 90 days
• Enterprise Plan: Custom retention periods

8.5 Data Export

You may export your data at any time through the dashboard. Upon account termination, you have 30 days to export your data before permanent deletion.

9. AI Technology and Limitations

9.1 AI-Powered Responses

Our Service uses artificial intelligence to generate automated responses. You acknowledge that:

• AI responses may not always be accurate or appropriate
• You are responsible for monitoring and reviewing AI-generated content
• You should implement human oversight for sensitive topics
• AI performance may vary based on use case and input quality

9.2 Training and Improvement

We may use aggregated and anonymized conversation data to improve our AI models. Individual conversations are not used for training without explicit consent.

9.3 No Medical or Legal Advice

The Service is not designed to provide medical, legal, financial, or other professional advice. AI-generated responses should not be relied upon as professional advice.

10. Intellectual Property Rights

10.1 Our Intellectual Property

The Service, including its software, design, text, graphics, and other content (excluding Your Content), is owned by us and protected by intellectual property laws. Our trademarks and logos may not be used without written permission.

10.2 License to Use Service

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your business purposes.

10.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, worldwide, royalty-free license to use and incorporate such feedback without compensation or attribution.

11. Third-Party Services

The Service integrates with third-party services including:

• Clerk (authentication)
• PayPal (payment processing)
• Convex (database services)
• Anthropic Claude (AI services)
• Vapi (voice integration)

Your use of these third-party services is subject to their respective terms of service and privacy policies. We are not responsible for third-party services or their availability.

12. Service Availability and Support

12.1 Service Level

We strive to maintain high service availability but do not guarantee uninterrupted access. We may experience downtime for maintenance, updates, or due to circumstances beyond our control.

12.2 Maintenance

We may perform scheduled maintenance with advance notice when possible. Emergency maintenance may occur without notice.

12.3 Customer Support

Support levels vary by plan:

• Free Plan: Email support with 48-hour response time
• Pro Plan: Priority email support with 24-hour response time
• Enterprise Plan: Dedicated support with custom SLA

13. Termination

13.1 Termination by You

You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of your current billing period. No refunds are provided for unused portions of your subscription.

13.2 Termination by Us

We may suspend or terminate your account if:

• You violate these Terms
• Your payment fails and remains unresolved
• You engage in fraudulent or illegal activities
• Your use poses security or legal risks
• Required by law or regulatory authority

13.3 Effect of Termination

Upon termination:

• Your access to the Service will be immediately revoked
• The Widget will cease functioning on your website
• You will have 30 days to export your data
• After 30 days, your data will be permanently deleted
• Provisions that should survive termination will remain in effect

14. Disclaimers and Warranties

14.1 "As Is" Service

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

14.2 No Warranty

We do not warrant that:

• The Service will be uninterrupted, secure, or error-free
• Results obtained from the Service will be accurate or reliable
• AI-generated responses will meet your requirements
• Defects or errors will be corrected
• The Service is free from viruses or harmful components

15. Limitation of Liability

15.1 Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNTS YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM, OR $100 IF YOU HAVE NOT PAID US.

15.2 Exclusion of Damages

WE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST DATA, BUSINESS INTERRUPTION, OR OTHER INTANGIBLE LOSSES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

15.3 Exceptions

Some jurisdictions do not allow certain liability exclusions or limitations, so the above may not apply to you to the extent prohibited by law.

16. Indemnification

You agree to indemnify, defend, and hold harmless Turna Support and its officers, directors, employees, and agents from any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any rights of third parties
• Your Content or End User data
• Your breach of applicable laws or regulations

17. Dispute Resolution

17.1 Informal Resolution

Before filing a formal claim, you agree to contact us at legal@turna.support to attempt to resolve the dispute informally. We will attempt to resolve disputes through good faith negotiations.

17.2 Binding Arbitration

If informal resolution fails, disputes will be resolved through binding arbitration rather than in court, except that you may assert claims in small claims court if they qualify.

17.3 Class Action Waiver

You agree that disputes will be resolved on an individual basis and waive the right to participate in class actions, class arbitrations, or representative actions.

17.4 Governing Law

These Terms are governed by the laws of Ghana, without regard to conflict of law principles. Any arbitration or court proceeding will be conducted in Accra, Ghana.

18. General Provisions

18.1 Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and us regarding the Service.

18.2 Modifications

We may modify these Terms at any time by posting updated Terms on our website. Material changes will be notified via email or prominent notice in the Service. Continued use after changes constitutes acceptance.

18.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

18.4 Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights.

18.5 Assignment

You may not assign or transfer these Terms or your account without our written consent. We may assign these Terms without restriction.

18.6 Force Majeure

We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

18.7 Export Compliance

You agree to comply with all applicable export and import laws and regulations. You represent that you are not located in a country subject to embargo or designated as a "terrorist supporting" country.

19. Contact Information

For questions about these Terms, please contact us: