Terms of Service

SellSupportAi — AI Sales & Customer Support Agent for Social Commerce

Effective: October 4, 2026  •  Version 1.0  •  SellSupportAi, Dhaka, Bangladesh

1Agreement to Terms

These Terms of Service (the "Terms") form a legally binding agreement between you and SellSupportAi, located in Dhaka, Bangladesh, governing your access to and use of the SellSupportAi website, dashboard, AI agent, APIs, and related services (collectively, the "Service").

By creating an account, accessing the dashboard, connecting a channel, or otherwise using the Service, you agree to these Terms. If you do not agree to all of these Terms, you must not access or use the Service.

To enter into these Terms, you must:

• Be able to form a legally binding contract. You must be at least 18 years old, or the age of majority in your jurisdiction, whichever is greater.
• Act on behalf of a business. SellSupportAi is a business-to-business product. You must use the Service on behalf of a company, organization, or other legal entity, and you represent that you have the authority to bind that entity to these Terms. If you are agreeing on behalf of an entity, "you" means that entity.
• Not be barred from using the Service under applicable law or any sanctions or export-control regime.

Supplemental terms, policies, and guidelines referenced in these Terms — including our Privacy Policy and Account Deletion page — are incorporated into these Terms by reference. Where a supplemental policy conflicts with these Terms on a matter of data protection, the supplemental policy controls for that matter.

2The Service

SellSupportAi is an AI Sales & Customer Support Agent for Social Commerce. It is a multi-tenant software-as-a-service product that lets online sellers connect their sales channels and have an AI agent reply to customer messages, present products, and take orders across Facebook Messenger, Facebook Page comments, and WhatsApp Business.

Depending on your plan and configuration, the Service includes:

• AI replies — an AI agent that drafts and sends responses to incoming customer messages using your catalog and AI Knowledge content.
• Order automation — capturing orders from conversations and recording them in the Orders module.
• Inbox — a unified workspace for reading and responding to conversations across your connected channels, with human takeover at any time.
• Products & catalog — a product catalog your agent draws on to present items, prices, and availability.
• Channels — connection management for your Facebook and WhatsApp Business channels.
• Analytics — reporting on message and order activity within your organization.
• AI Knowledge — a merchant-configurable knowledge base of FAQs, policies, and reply guidance the agent uses when responding.
• Team roles — Owner, Admin, Agent, and Viewer roles for controlling who on your team can access and act within the dashboard.

3Accounts & Registration

To use the Service you must register an account for your organization. In doing so, you agree to:

• Provide accurate, current, and complete information during registration and keep it updated. Information that is false, outdated, or misleading is a breach of these Terms.
• Keep your credentials confidential. You are responsible for safeguarding the login credentials for your account and for all activity that occurs under your account, whether or not authorized by you.
• Be responsible for activity under your account. Anything done through your account — including messages sent by your AI agent, orders taken, and configuration changes — is treated as done by you.
• Manage your team. If you hold the Owner or Admin role, you are responsible for the users you invite, the roles you assign, and the actions of your team members. Assign the least-privilege role appropriate to each person and remove access promptly when someone leaves your organization.
• Notify us of unauthorized use immediately at hello@sellsync.com.bd if you suspect your account or credentials have been compromised. We will assist in securing the account; we are not liable for losses arising from your failure to notify us or to maintain credential security.

We may suspend or refuse accounts that provide false registration information, that we reasonably believe are operated by a prohibited party, or where required to protect the Service or comply with law.

4Your Business Data & End-Customer Data

The Service processes two distinct kinds of data on your behalf: your business data (your account, catalog, knowledge base, and settings) and end-customer data (the messages, names, phone numbers, addresses, and order details of the people who message your connected channels).

For the personal data of your end customers, you are the controller and SellSupportAi is the processor. This means:

• You must have a lawful basis. You are solely responsible for ensuring that your collection and processing of end-customer data through the Service — including through your AI agent — has a lawful basis under all applicable data-protection laws.
• You must provide your own privacy notice. Your end customers must be informed about how you handle their data, including your use of SellSupportAi. We do not provide that notice for you.
• You instruct us to process that data solely to run the Service. By connecting a channel and enabling features, you instruct SellSupportAi to process end-customer data only as needed to deliver messages, generate replies, record orders, and operate the modules you have enabled — and for no other purpose.
• You must not solicit data you should not hold. Do not configure the agent to collect special-category or sensitive personal data, government identifiers, payment card details, or data from children.

Your obligations as a controller — including merchant responsibilities for end-customer data, security commitments, and how to respond to data-subject requests — are described in our Privacy Policy. Please read it in full; it forms part of your agreement with us.

5Acceptable Use

You may use the Service only in compliance with these Terms and all applicable laws. Without limiting the foregoing, you must not:

• Sell or promote illegal goods or services. Do not use the Service to offer, facilitate, or promote anything unlawful in your jurisdiction or ours.
• Send spam or unsolicited messaging. The Service must not be used for bulk, unsolicited, or deceptive outreach. Message recipients must have opted in as required.
• Violate third-party platform policies. You must comply with Meta's Commerce Policy, Meta's Business Policy, the Messenger Platform policy, the WhatsApp Business Policy and Business Terms, messaging rules, and all applicable consent and opt-in requirements for the markets you message into. If a channel is disconnected or restricted for policy reasons, that is between you and the platform.
• Harass, threaten, or abuse people. Do not use the Service to harass, defame, impersonate, or abuse end customers, platform users, or our staff.
• Infringe the rights of others. Do not upload or send content that infringes copyrights, trademarks, privacy, publicity, or other proprietary rights.
• Reverse engineer or copy the Service. Do not reverse engineer, decompile, disassemble, or attempt to derive the source code of the Service, except to the extent such restriction is prohibited by law.
• Bypass limits or access controls. Do not circumvent rate limits, usage caps, authentication, role permissions, or any technical measure that restricts your access.
• Resell or sublicense access. Do not resell, sublicense, white-label, or provide the Service to third parties as a standalone offering without our prior written consent.
• Disrupt, scrape, or probe the Service. Do not attempt to interfere with or disrupt the integrity or performance of the Service; do not conduct vulnerability scanning, port scanning, or scraping; and do not access the Service by any means other than the interfaces we provide.
• Store sensitive personal data unnecessarily. Do not use the Service to collect or retain special-category data (such as health, biometric, political, religious, or similar sensitive data) or children's data beyond what is strictly necessary and lawful.
• Make unlawful automated decisions. Do not use the Service, including its AI features, to make decisions that produce legal effects for, or similarly significantly affect, individuals without appropriate legal basis and human oversight.
• Use the Service for unlawful automated decision-making or deceptive practices of any kind, including misrepresenting your identity, your products, or your prices.

We may investigate suspected violations and may suspend or terminate access in accordance with Section 14 (Termination).

6Customer Content & Your License to Us

You retain all ownership of your content. This includes your product catalog, AI Knowledge base entries, FAQs, policies, message history, configurations, brand assets, and any other materials you or your team submit to the Service ("Customer Content").

To operate the Service, you grant us a limited, non-exclusive, non-transferable (except as needed to provide the Service) license to host, store, process, transmit, display, and otherwise use your Customer Content solely as necessary to:

• Provide, maintain, and secure the Service and its modules;
• Deliver messages across your connected channels and display them in the Inbox;
• Process your content through our AI/LLM subprocessors to generate replies, as described in Section 7;
• Produce the analytics and reporting you request; and
• Comply with applicable law and enforce these Terms.

This license ends when your Customer Content is deleted or your account is closed, except for copies retained in backups for the limited periods described in our Privacy Policy.

You represent and warrant that: (a) you own your Customer Content or have all rights, licenses, consents, and permissions necessary to grant us the license above; (b) your Customer Content and its use through the Service do not and will not infringe, misappropriate, or violate any third party's rights; and (c) your Customer Content complies with Section 5 (Acceptable Use).

7AI-Specific Terms

The Service generates replies automatically using artificial intelligence. These additional terms apply to your use of that functionality and should be read carefully.

In addition:

• AI/LLM subprocessors. We engage AI and large-language-model subprocessors to generate replies. Message text together with your configured catalog and AI Knowledge context is processed by these subprocessors for that purpose, under data-processing terms. A current list of subprocessors is available from privacy@sellsync.com.bd.
• No automated legal or similarly significant decisions. The AI is used to draft conversation replies. It is not used, and you must not use it, to make decisions that produce legal effects for, or similarly significantly affect, individuals without appropriate legal basis and human oversight.
• Human handoff is part of the design. A person can always read, edit, and send replies in place of the AI, and can disconnect a channel to stop AI processing entirely.
• Your knowledge, your risk. The quality of AI output depends on the catalog and AI Knowledge you supply. We are not responsible for gaps or errors in your configuration that lead to incorrect replies.

8Third-Party Platforms (Meta / WhatsApp)

The Service interoperates with third-party messaging platforms — in particular Facebook Messenger, Facebook Pages, and WhatsApp Business — through the connections you establish for your own accounts. Those platforms are not ours.

• Your use is also governed by their terms. Your use of connected channels is subject to Meta's platform terms and policies and to WhatsApp's Business and Commerce policies, including their messaging rules, consent requirements, and commerce rules, in addition to these Terms.
• Platform access can change or be revoked. Meta and other platform providers may modify, limit, suspend, or revoke API access at any time. Such changes may degrade or disable features of the Service that depend on those connections.
• We are not responsible for platform actions. We are not liable for any suspension, restriction, termination, or policy enforcement action taken by Meta or any other third-party platform against your account, your Page, your WhatsApp Business Account, or your business, nor for any change in their policies or APIs.
• You must maintain your own compliant connection. You are responsible for your relationship with Meta and WhatsApp, including your business verification, template approvals, opt-in records, and the lawfulness of the messages you send.

For the current Meta and WhatsApp policy references we point to, see the "Third-Party Platform Rules" section of our Privacy Policy.

9Subscriptions, Trials & Payment

SellSupportAi is offered on paid subscription plans. Our current plan tiers are Starter, Growing, High Volume, and Custom. Plan availability, included usage, and features are described on our pricing page; our pricing page notes that you can start with no credit card required.

9.1 Billing

• Billing cycle. Where your plan is paid, subscriptions are billed in advance for the chosen package duration (7-day, 30-day, or 90-day, as selected at signup or renewal) — where invoicing or payment applies to your plan.
• Automatic renewal. Subscriptions renew automatically at the end of each billing cycle unless you cancel before the renewal date. Canceling stops the next renewal; it does not pro-rate the current period unless a separate refund policy states otherwise.
• Taxes. Fees are exclusive of all taxes, levies, and duties (including VAT, sales tax, and withholding tax) unless stated otherwise. You are responsible for paying any taxes associated with your subscription, other than taxes on our net income.
• Late or non-payment. If invoiced amounts are not paid when due, we may suspend your access to the Service after providing notice and a reasonable opportunity to cure. You remain responsible for fees incurred during your subscription.
• Price changes. We may change subscription pricing going forward. For renewals, we will give you at least 30 days' notice before a price change takes effect at your next renewal.
• No refunds except as stated. Fees are non-refundable except where a separate refund policy expressly provides otherwise or where required by applicable law.

10Free Tier & Trials

We may offer a free tier, a time-limited trial, or promotional access to features of the Service. If you use one, the following applies:

• Usage limits. Free tiers and trials may be subject to limits on messages, channels, seats, storage, AI usage, or other metrics. Limits may be displayed in the dashboard and may differ from paid plans.
• We may modify or discontinue them. We may change, limit, or discontinue any free tier or trial at any time, including its features, duration, and limits, without liability to you.
• Converting to paid. If you elect a paid plan, billing begins when the trial or free period ends, or immediately where you upgrade mid-cycle, as disclosed at the time of upgrade.
• Inactivity on free/trial accounts. If a free or trial account remains inactive for 90 days (no sign-in and no meaningful use), we may delete the data stored in that account after providing notice to the registered account email where practicable. This does not apply to accounts on an active paid subscription.

11Intellectual Property

We own the Service. SellSupportAi and its original software, source code, interfaces, designs, branding, logos, documentation, and all related intellectual property rights are owned by SellSupportAi and its licensors. These Terms do not transfer any ownership of our intellectual property to you; you receive only the limited right to use the Service as expressly set out here.

You own your content. As stated in Section 6, you retain ownership of your Customer Content.

Feedback. If you send us suggestions, ideas, or other feedback about the Service, we may use it freely and without obligation to you or to compensate you. You agree that we will not be required to keep such feedback confidential.

Trademarks. "SellSupportAi" and related names and marks may not be used in a way that suggests endorsement or affiliation without our prior written permission, except that you may truthfully state that you use the Service.

12Confidentiality

Each party may receive confidential information from the other in connection with the Service — for example, your business data and configuration on your side, and non-public information about our product, pricing, and operations on ours.

• Use restriction. The receiving party will use the disclosing party's confidential information only for the purpose of performing under these Terms and will protect it with at least reasonable care.
• Disclosure restriction. The receiving party will not disclose confidential information to third parties except to employees, advisors, and subprocessors who need it for that purpose and are bound by confidentiality obligations no less protective than these.
• Standard exceptions. Confidential information does not include information that: (a) is or becomes publicly available through no fault of the receiver; (b) was already lawfully known to the receiver without restriction; (c) is received from a third party without breach of any duty; or (d) is independently developed without use of the disclosing party's confidential information.
• Required disclosure. A party may disclose confidential information to the extent required by law or court order, provided it gives the other party prompt notice where legally permitted and cooperates in seeking protective treatment.

This section survives for as long as the information remains confidential.

13Data & Privacy

Our collection, use, sharing, and retention of personal information — both your account data and the end-customer data you instruct us to process — is described in our Privacy Policy. By using the Service, you acknowledge that description and, where you process end-customer data, you agree to your controller obligations described there and in Section 4 of these Terms.

Our approach to closing your account and removing your data is described on our Account Deletion page, including verification steps, the deletion timeline, and what limited records we retain for legal reasons.

14Termination

14.1 Your right to cancel

You may stop using the Service and cancel your subscription at any time, either through the in-app settings or by emailing us at hello@sellsync.com.bd. Cancellation stops future renewals. To have your data removed, follow the process on our Account Deletion page — cancellation alone does not delete your data.

14.2 Our right to suspend or terminate

We may suspend or terminate your access to the Service, in whole or in part, if we reasonably believe that:

• you have materially breached these Terms, including the Acceptable Use rules in Section 5;
• your use creates a security, legal, or operational risk to the Service, to other customers, or to third parties;
• your subscription fees are overdue and remain unpaid after notice; or
• suspension or termination is required to comply with applicable law or the policies of a third-party platform on which the Service depends.

Where practicable, we will provide notice before suspension or termination and, for curable breaches, a reasonable opportunity to remedy the breach. Where notice is not practicable (for example, active abuse or a legal prohibition), we may act without prior notice.

14.3 Effect of termination

• Access ends. Your right to access the Service terminates, and your team's sessions and API access are revoked.
• Data purge. Your data is deleted in accordance with the retention schedule in our Privacy Policy and on our Account Deletion page: production data is purged within 30 days of deletion, rotating backups within ≤ 35 days, billing records are retained for 7 years (legal obligation), and security logs are kept ≤ 90 days.
• Outstanding fees. Fees owed for the period up to termination remain due.
• Sections that survive. Sections 6, 11, 12, 13, 15, 16, 17, 18, and 20 survive termination, together with any provisions that by their nature should survive.

15Disclaimers

Without limiting the foregoing, we do not warrant that:

• the Service will be uninterrupted, error-free, secure, or available at any particular time or location, or that defects will be corrected;
• the Service will meet your requirements or achieve any particular results — including sales, conversions, revenue, order volume, response rates, or any other business outcome;
• AI output will be accurate, complete, reliable, or appropriate — artificial intelligence can and will sometimes produce incorrect or unsuitable text, as described in Section 7;
• messages sent through connected channels will be delivered, delivered on time, or accepted by a third-party platform; or
• the Service will be free of harmful components.

You use the Service at your own discretion and risk. Any content, advice, or information obtained through the Service is used at your own risk.

16Limitation of Liability

To the maximum extent permitted by applicable law, and notwithstanding any other provision of these Terms:

• No consequential damages. Neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, goodwill, or business opportunity, whether based in contract, tort, or any other theory, even if advised of the possibility of such damages.
• No liability for data loss beyond control. We are not liable for loss of data, except to the extent such loss results from our failure to apply the security and retention measures described in our Privacy Policy.
• Aggregate cap. Our total aggregate liability arising out of or relating to the Service shall not exceed the total fees you paid to us in the twelve (12) months preceding the claim.

The limitations in this section apply even if any limited remedy fails of its essential purpose.

17Indemnification

17.1 Your indemnity

You will defend, indemnify, and hold harmless SellSupportAi and its officers, directors, employees, and agents from and against any claims, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• Your Customer Content, including claims that your catalog, knowledge base, messages, or other content infringe or misappropriate a third party's rights;
• Your misuse of the Service, including your breach of Section 5 (Acceptable Use) or of your obligations as a controller of end-customer data under Section 4;
• Your violation of third-party platform policies, including Meta's and WhatsApp's commerce, business, and messaging rules; and
• Your violation of applicable law in connection with your business, your products, or your use of the Service.

17.2 Our indemnity

We will defend you against claims that the Service, as provided by us and used in accordance with these Terms, infringes a third party's intellectual property right, and we will pay damages finally awarded (or amounts we agree in settlement) for such claims. If the Service becomes, or in our reasonable opinion is likely to become, the subject of such a claim, we may at our option procure the right for you to continue using it, modify it so it is non-infringing while preserving functionality, or terminate the affected Service and refund any prepaid fees for the unused portion.

Our indemnity does not apply to claims arising from: your Customer Content; modification of the Service by anyone other than us; use of the Service in combination with items not provided by us where the claim would not arise but for that combination; or your continued use of an allegedly infringing version after we notify you of an available non-infringing alternative.

17.3 Procedure

The indemnified party must give the indemnifying party prompt written notice of the claim (delay relieves obligations only to the extent it is prejudiced), sole control of the defense and settlement (no settlement that admits fault or imposes obligations on the indemnified party without its written consent), and reasonable cooperation at the indemnifying party's expense.

18Governing Law & Disputes

18.1 Informal resolution first

If a dispute arises out of or relates to these Terms, the parties will attempt to resolve it in good faith through informal discussion first. Please email us at privacy@sellsync.com.bd (for legal notices) or hello@sellsync.com.bd (for support) with a description of the issue and your proposed resolution. We will respond promptly and work with you toward a resolution before either side escalates.

18.2 Governing law

These Terms are governed by and construed in accordance with the laws of Bangladesh, without regard to its conflict-of-laws principles.

18.3 Venue

If a dispute cannot be resolved informally, it will be submitted to the exclusive jurisdiction of the courts of Dhaka, Bangladesh, and each party consents to the personal jurisdiction and venue of those courts.

19Changes to Terms

We may update these Terms from time to time to reflect changes in our Service, practices, or legal requirements. When we make material changes:

• We will give you at least 30 days' notice before the changes take effect, by email to the account owner's registered address and/or by an in-app banner or dashboard notice.
• Changes that are purely clarifying, editorial, or required by law may take effect sooner, with notice where required.
• Continued use of the Service after the effective date constitutes your acceptance of the updated Terms, to the extent permitted by applicable law.
• Previous versions of these Terms are available on request — email privacy@sellsync.com.bd and we will provide the version that was in effect on a date you specify.

If you do not agree to the updated Terms, you must stop using the Service and may delete your account as described on the Account Deletion page. The version history: Version 1.0 — effective October 4, 2026 (initial publication).

20Miscellaneous

• Entire agreement. These Terms, together with the policies incorporated by reference (including the Privacy Policy and the Account Deletion page), constitute the entire agreement between you and SellSupportAi regarding the Service and supersede all prior agreements and understandings on that subject.
• Severability. If any provision of these Terms is held to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, severed — and the remaining provisions will continue in full force and effect.
• No waiver. Our failure to enforce any right or provision of these Terms is not a waiver of that right or provision. Any waiver must be in writing and signed by an authorized representative to be effective.
• Assignment. We may assign these Terms, in whole or in part, in connection with a merger, acquisition, reorganization, or sale of assets. You may not assign or transfer these Terms or your account without our prior written consent; any attempted assignment in violation of this section is void.
• Force majeure. Neither party is liable for any failure or delay in performance caused by events beyond its reasonable control, including acts of God, war, terrorism, civil unrest, labor disputes, epidemics, government actions, failures of the internet or utilities, or failures of third-party platforms or subprocessors (including Meta).
• No third-party beneficiaries. These Terms do not confer any rights or remedies on any person or entity other than the parties to them, except that our indemnified parties are intended third-party beneficiaries of Section 17.
• Headings. Section headings are for convenience only and do not affect the interpretation of these Terms.
• Relationship of the parties. The parties are independent contractors. These Terms do not create a partnership, joint venture, agency, or employment relationship.

21Contact Us

Questions about these Terms, a legal notice, or a request concerning your account? We answer every message.

For the full picture of what we collect, why, and how long we keep it, read our Privacy Policy. To close your account and remove your data, see the Account Deletion page. For all legal documents in one place, visit the legal hub.

End of terms. SellSupportAi Terms of Service, Version 1.0, effective October 4, 2026.