Terms and Conditions

Last Updated: August 20, 2026

Effective Date: August 20, 2026

Table of Contents:

1. 1. Introduction and Document Hierarchy
2. 2. Definitions
3. 3. Eligibility and Contracting Entity
4. 4. Account Registration, Authorized Users, and Account Security
5. 5. Acceptable Use Policy
6. 6. AI Features Acceptable Use
7. 7. Beta and Preview Features
8. 8. Intellectual Property
9. 9. Copyright Complaints and DMCA Safe Harbor
10. 10. Compliance with Anti-Spam and Telecommunications Laws (CAN-SPAM, TCPA)
11. 11. Suspension and Termination
12. 12. Effect of Termination
13. 13. Warranties and Disclaimers
14. 14. Limitation of Liability
15. 15. Indemnification
16. 16. Confidentiality
17. 17. Third Party Services and Integrations
18. 18. Publicity
19. 19. Export Control, Sanctions, and Anti-Corruption Compliance
20. 20. Government Use / Federal Acquisition Regulation Notice
21. 21. Governing Law and Dispute Resolution
22. 22. General Provisions
23. 23. Contact Information

1. Introduction and Document Hierarchy

1.1. About Pleased

Pleased is a multi-channel customer support platform. It helps businesses, referred to as Customer, you, or your, manage customer communications and support operations across channels such as live chat, voice, email, web forms, WhatsApp, Telegram, and other messaging and social media channels. The platform also includes ticketing, knowledge base management, workflow automation, analytics, and artificial intelligence features. Together, these are called the Services. The Services are provided by Pleased Inc., a Delaware corporation, referred to as Pleased, Company, we, us, or our.

1.2. Agreement to these Terms

These Terms of Service, referred to as Terms, form a legally binding agreement between Customer and the Company. They govern access to and use of the Platform and the Services. Customer accepts these Terms in one of two ways. If a checkbox or other explicit electronic confirmation is presented during registration or renewal, Customer accepts by completing that step. If no such mechanism is presented, Customer accepts by accessing the Platform, creating an Account, or continuing to use the Services. If an individual accepts these Terms on behalf of an organization, that individual confirms they have the authority to bind that organization. In that case, Customer refers to the organization.

1.3. Related Documents

These Terms incorporate the following documents by reference, and Customer should read them together with these Terms. Each may be updated from time to time and made available through the Platform or the Company’s website. These documents are the SaaS Subscription Agreement, the Privacy Policy, the Cookie Policy, the Data Processing Agreement, the Service Level Agreement, the AI Acceptable Use Policy, and the AI Liability Framework. Where Customer has entered into a negotiated Order Form, Enterprise Subscription Agreement, or Master Services Agreement, those documents also form part of the agreement between Customer and the Company.

1.4. Document Hierarchy

Where a direct conflict exists between these Terms and any document listed in Section 1.3, the documents apply in this order, from highest to lowest priority: an executed Enterprise Subscription Agreement or Master Services Agreement comes first, followed by an executed Order Form, then the Service Level Agreement, then the Data Processing Agreement, and finally these Terms. Fees, billing, seats, renewals, and cancellation, along with the rest of the commercial terms of Customer’s subscription, are governed by the SaaS Subscription Agreement, which controls those specific points. Everything else falls under these Terms. Customer’s protections under these Terms cannot be reduced by any provision of the AI Acceptable Use Policy, AI Liability Framework, Privacy Policy, or Cookie Policy, unless a reduction is expressly and specifically stated.

1.5. Existing Customers

These Terms apply to new Customers who sign up on or after the Effective Date. Customers who were already using the Services before that date stay under their previous terms, unless Pleased tells them otherwise.

1.6. How the Platform May Change

Not every feature shown on our website or in marketing materials is available on every plan. Some may be in beta, or not yet released. We don’t guarantee that a feature will always stay available in its current form, and we may add, change, or remove features at our discretion.

1.7. Eligibility Reference

These Terms are written for businesses and other organizations acting in a business capacity, not for consumers. Who can register and represent a business, along with additional eligibility requirements, is covered in Section 3.

2. Definitions

Account is the registered account through which a Customer accesses and uses the Services. It carries the settings, roles, and configuration a Customer sets up on the Platform and serves as the mechanism Customer and its Authorized Users use to interact with the Services.

Authorized User, also called an Agent, means any person whom Customer permits to use the Services under Customer’s Account. This includes Customer’s employees, contractors, and any other individual Customer grants access to, regardless of the role or permission level assigned to that individual.

Company, also referred to as Pleased, we, us, or our, means Pleased Inc., a Delaware corporation, and the entity that provides the Services under these Terms.

Customer, also called you or your, is the business or organization that has agreed to these Terms and uses the Services, either directly or through its Authorized Users.

Content covers anything uploaded, posted, or shared through the Services, including files, attachments, messages, images, and Knowledge Base articles, regardless of whether Customer, an Authorized User, or an End User submitted it.

Customer Data means Content and other data that Customer, its Authorized Users, or End Users submit or generate through the Services. This includes tickets, conversations, call recordings, and related records. Customer Data includes personal data about End Users that Customer controls and Pleased processes on Customer’s behalf. The Privacy Policy and the Data Processing Agreement set out the rules for handling that data.

End User means a customer or contact of Customer who interacts with Customer through the Services. This includes anyone who messages Customer through live chat, email, voice, or any other channel the Services support.

AI Features means any functionality within the Services that uses artificial intelligence. This includes AI chat agents, AI voice agents, and any similar automated tools Pleased makes available now or in the future.

AI Output means any text, response, summary, or other content that AI Features generate.

Beta Feature means any feature Pleased makes available for testing or early access before its general release, as further described in Section 7, which sets out the terms that apply to Beta Features.

Brand is a distinct business unit that a Customer configures within a single Account, with its own routing, analytics, and Knowledge Base. A Customer with multiple Brands manages them all through one Account, though the content and configuration of each Brand remain separate from the others.

Platform means the Pleased website, applications, and software through which Pleased provides the Services.

Services means the customer support platform and related functionality Pleased provides to Customer, as described in Section 1.1, which explains what the Services include.

Third Party means any person or entity other than Pleased and Customer. This includes AI providers, communication channel providers, payment processors, and any other vendor or service provider Pleased or Customer relies on in connection with the Services.

3. Eligibility and Contracting Entity

3.1. Your Company’s Standing

You confirm that your business is properly registered and in good standing under the laws of the place where it is formed. You also confirm that entering into these Terms is within your business’s authority.

3.2. Age Requirement for Your Team

Anyone you authorize to use the Services on your behalf, referred to as an Agent, must be at least 18 years old.

3.3. Responsibility for End Users

You are responsible for making sure your use of the Services complies with laws that apply to your own customers, referred to as End Users, including any laws about minors. This applies to any interactions you have with End Users through the Services. We do not independently verify the age of End Users.

3.4. Previously Removed Accounts

If we have previously suspended or terminated your access to the Services for violating these Terms, you may not create a new Account without our written permission.

4. Account Registration, Authorized Users, and Account Security

4.1. Registration Information

When you sign up, you need to give us accurate information about yourself and your business, and keep it up to date. We use this information to communicate with you, including sending important notices about your Account.

4.2. Roles and Permissions

Your Account comes with default roles, Admin, Supervisor, and Agent, as well as custom roles you can configure. Admins, or a custom role with the right permissions, can add or remove Agents, change roles and permissions, and change your subscription plan and seat count.

4.3. Adding and Removing Agents

You are responsible for deciding who your Agents are, giving them access, and removing that access when someone should no longer have it. When you remove an Agent, their account becomes inactive. Any tickets, conversations, or other history tied to that Agent stays in your workspace.

4.4. Transferring Ownership

Account ownership can be transferred to another Admin on your team, since Admins share the same level of access.

4.5. You Are Responsible for Your Agents

Anything your Agents do through your Account, including how they use the Services, is your responsibility. This includes making sure they follow the Acceptable Use Policy in Section 5, which sets out what content and conduct are not allowed on the Platform.

4.6. Keeping Your Account Secure

You are responsible for using reasonable security practices for your Account, such as using a strong, unique password, and keeping your login credentials confidential. You are responsible for any activity that happens under your credentials. If you notice any unauthorized use of your Account, let us know as soon as possible.

5. Acceptable Use Policy

5.1. Prohibited Content

You may not use the Services to upload, send, or store content that meets any of the following conditions.

• It is illegal, or it infringes someone else’s intellectual property, privacy, or other rights.
• It contains child sexual abuse material, or it otherwise sexually exploits or endangers minors, under any circumstances.
• It contains malware, viruses, or other harmful code.
• It is deceptive, fraudulent, or intended to impersonate another person or business.
• It is discriminatory, hateful, or intended to harass or threaten others.

If we become aware of content that appears to violate this Section, we may remove it. Where required by law, we will report it to the relevant authorities.

5.2. Prohibited Conduct

You may not do any of the following.

• Access or attempt to access the Services without authorization, or help anyone else do so.
• Reverse engineer, decompile, or attempt to extract the source code of the Platform, except where the law specifically allows it.
• Scrape, crawl, or use automated tools to extract data from the Services beyond what our supported integrations and APIs allow.
• Interfere with or disrupt the Services, including through denial of service attacks or attempts to bypass rate limits or usage restrictions.
• Probe, scan, or test the security of the Services without our prior written permission.
• Use the Services beyond what your seats, usage limits, or Subscription Plan cover, without paying for the extra usage.
• Provide or resell the Services to third parties as a standalone product, unless we separately agree to this in writing.

5.3. File Uploads

Right now, you can upload image files in JPEG, PNG, or SVG format, up to 10MB per file, through live chat and web form attachments. These limits may change over time, and other channels may support different file types. Before storage, uploaded files go through a malware scan. If a file fails this scan, it will be rejected. Customers currently cannot delete uploaded files directly. If you need a file removed, contact our support team. We may update or expand the file scanning and content moderation measures we use at our discretion.

5.4. Using Connected Channels Responsibly

Where you connect the Services to a third party channel, such as WhatsApp, Telegram, X, Facebook, or your App Store or Google Play listings, you are responsible for using that channel in line with its own terms and policies, in addition to these Terms. This includes making sure your messages, automations, and AI generated responses sent through that channel comply with the rules of that channel’s provider.

5.5. Responsibility for End Users

End Users are not bound by these Terms. You are responsible for the content and conduct of your End Users to the extent it flows through the Services, and for addressing any misuse on their part.

5.6. Automated and AI Generated Messages

If you use automations, triggers, or AI Features to send messages to End Users without a human reviewing them first, you are responsible for the content of those messages. Section 6 sets out additional rules that apply to AI Features specifically.

5.7. Reporting Violations

If you become aware of a violation of this Section by another Customer, an Agent, or an End User, please let us know at support@pleased.com.

5.8. Enforcement

Violating this Section may result in content removal, restriction of specific features, or suspension or termination of your Account. Section 11 describes how suspension and termination work.

6. AI Features Acceptable Use

6.1. What AI Features Are

Some of our plans include AI powered functionality, referred to as AI Features. For example, an AI chat agent can respond to your End Users. Which AI Features are available depends on your Subscription Plan. Section 1.6 explains that we may add, change, or remove features over time, including AI Features.

6.2. Autonomous Responses

AI Features may generate and send responses to your End Users automatically, without a human reviewing the response first, unless you configure them otherwise. By enabling an AI Feature, you are choosing to allow it to interact with your End Users on your behalf.

6.3. Disclosure to End Users

You are responsible for deciding whether and how to disclose to your End Users that they are interacting with AI rather than a person. You are also responsible for complying with any law that requires this kind of disclosure in your business or location.

6.4. Turning AI Off

You can disable AI Features for your account, or for specific channels, through your Account settings.

6.5. Choosing a Provider

Where more than one AI provider is available, you can choose which one powers your AI Features. We currently work with providers including OpenAI and AWS Bedrock. This list may change.

6.6. Human Handoff

AI Features include a way to hand off a conversation to one of your Agents.

6.7. Ownership of AI Output

As between you and us, AI Output generated for your Account belongs to you. We may change this in a future update to these Terms. Section 22.3 explains how we notify you of changes to these Terms. We will notify you of the change, but it will not require your separate agreement.

6.8. No Training Without Consent

We do not use your Customer Data, prompts, or AI Output to improve or train our own AI systems, or those of any third party AI provider, without your explicit consent. The AI Acceptable Use Policy and AI Liability Framework provide more detail.

6.9. Accuracy, Hallucinations, and Human Review

AI Features can produce incorrect, incomplete, or misleading output, including information that sounds accurate but is not, sometimes called a hallucination. We do not guarantee the accuracy of AI Output. You are responsible for reviewing AI Output before relying on it for anything important, and for how you and your Agents use it, including in your interactions with End Users.

6.10. AI Data Storage and Access

Your workspace holds AI prompts, outputs, and related interaction history, viewable through your Account. To export or delete this history, you currently need to contact our support team.

6.11. High Risk and Restricted Uses

From time to time, we may restrict AI Features from being used for certain high risk purposes, such as credit decisions, employment decisions, or biometric identification. This becomes more likely as we expand into markets with specific legal requirements around AI use. The AI Acceptable Use Policy will set out any such restrictions.

6.12. More Detail

The AI Acceptable Use Policy and AI Liability Framework are incorporated into these Terms by reference. They set out further rules on permitted and prohibited uses of AI Features, and how responsibility is divided between you and us.

7. Beta and Preview Features

7.1. What Beta Features Are

From time to time, we may make experimental or early access functionality available to some Customers for testing before general release. We refer to this as a Beta Feature. We typically label these as beta, preview, or something similar within the Platform.

7.2. Opt In and Risk Acknowledgment

We do not enable Beta Features for your Account without your agreement. Before you get access, we will ask you to explicitly agree to try the Beta Feature and confirm that you understand and accept the risks described in Section 7.3.

7.3. No SLA or Warranty Coverage

Beta Features are provided as is, without any warranty, and are not covered by the Service Level Agreement. They may be incomplete, contain errors, behave unpredictably, or change significantly before general release.

7.4. Confidentiality

Unless we say otherwise, the existence and details of a Beta Feature are our confidential information. This includes its functionality, performance, and any materials we share about it. You should not share this information publicly without our permission.

7.5. Changes and Discontinuation

We may modify, limit, or discontinue a Beta Feature at any time, without liability to you for doing so. Where reasonably possible, we will give you a chance to retrieve any data generated specifically through that Beta Feature before it is discontinued.

7.6. Feedback

If you give us feedback on a Beta Feature, Section 8.3 applies, which describes the license we receive to use your feedback.

7.7. Data Handling

While a Beta Feature is active, any Customer Data processed through it is still handled in accordance with the Privacy Policy and Data Processing Agreement, even though the feature itself is not covered by the SLA.

8. Intellectual Property

8.1. Company Intellectual Property

Pleased owns the Platform and all related intellectual property rights, including its software, source code, codebase, content, features, functionality, updates, design, mockups, prototypes, banners, illustrations, and sketches. During your subscription, we grant you a limited, non-exclusive, non-transferable license to access and use the Platform, solely for your internal business purposes and in line with these Terms. No ownership rights in the Platform come with this license, and Pleased reserves all rights not expressly granted under it. Copying, modifying, distributing, selling, or leasing any part of the Platform, or attempting to extract its source code, is not permitted, except where the law specifically allows it.

8.2. Customer Content

Your Customer Content belongs to you. By submitting Customer Content through the Services, you confirm that you hold all rights necessary to do so and to grant the license described in this Section. That license is a worldwide, non-exclusive license for Pleased to host, use, process, and display Customer Content, including through third party service providers we engage to help deliver the Services, for the purpose of providing the Services to you during your subscription. When your subscription ends, this license ends too, subject to the data retention terms set out in the Data Processing Agreement. Section 6.8 explains that we do not use Customer Content to train third party AI models.

8.3. Feedback License

If you give us ideas, suggestions, or feedback about the Services, you agree that we can use, modify, and incorporate them into the Platform on a worldwide, royalty-free basis, without owing you anything, and that this right continues even after your subscription ends. You confirm that giving us this feedback doesn’t violate any rights of a third party.

8.4. Trademarks

Pleased and its logos are trademarks of Pleased Inc. You may not use them without our written permission, except as needed to identify that you use the Services.

9. Copyright Complaints and DMCA Safe Harbor

9.1. Respecting Copyright

Pleased respects the intellectual property rights of others and expects Customers and their Agents and End Users to do the same. This Section sets out our notice and takedown process under the Digital Millennium Copyright Act.

9.2. Filing a Notice

If you believe content on the Platform infringes your copyright, send a written notice to our designated agent that includes all of the following: identification of the copyrighted work you claim is infringed, identification of the material you claim is infringing and its location on the Platform, your contact information, a statement that you have a good faith belief that the use is not authorized by the copyright owner, its agent, or the law, a statement made under penalty of perjury that the information in the notice is accurate and that you are authorized to act on behalf of the copyright owner, and your physical or electronic signature.

9.3. Our Response

Once we receive a notice that substantially complies with Section 9.2, we will act quickly to remove or disable access to the identified content, and we will let the affected Customer know. Actively monitoring content on the Platform for potential infringement is not something we are obligated to do.

9.4. No Liability for Good Faith Removal

If we remove or disable access to content in good faith response to a notice under Section 9.2, we won’t be liable to you for that, even if it later turns out the content did not actually infringe.

9.5. Counter Notification

If you think content was removed or disabled by mistake or misidentification, you can send a counter-notification to our designated agent. It should identify the removed content and where it was previously located, include a statement made under penalty of perjury that you have a good faith belief the removal was an error, provide your contact information, include a statement consenting to the jurisdiction of the federal court in your district, or in Delaware if you’re outside the United States, and carry your physical or electronic signature. If we receive a valid counter-notification, we may restore the content, unless the original complainant tells us they’ve filed a court action.

9.6. Repeat Infringers

We will terminate, in appropriate circumstances, the access of any Customer, Agent, or End User determined to be a repeat infringer.

9.7. Designated Agent

Send notices and counter-notifications under this Section to our designated agent at support@pleased.com. Pleased keeps a designated agent registration on file with the United States Copyright Office.

10. Compliance with Anti-Spam and Telecommunications Laws (CAN-SPAM, TCPA)

10.1. Your Responsibility for Communications

Contacting End Users by email, text message, or voice call through the Services, including through automated and AI Features as described in Section 6.2, entails responsibility for complying with all applicable laws governing those communications, including the CAN-SPAM Act, the Telephone Consumer Protection Act, and the Telemarketing Sales Rule.

10.2. Email Communications

Emails sent through the Services need accurate sender information and a functioning way for recipients to opt out of future messages, and opt out requests need to be honored promptly. Sending unsolicited commercial email through the Services in violation of applicable law is not permitted.

10.3. Calls and Text Messages

Before sending automated or bulk text messages through the Services, or making automated or prerecorded calls to an End User, you need to have obtained any consent applicable law requires, including prior express written consent where marketing communications sent using an automatic telephone dialing system or prerecorded voice call for it. Keeping records of that consent, honoring opt out and stop requests from End Users, and screening your contacts against the National Do Not Call Registry where applicable are all your responsibility.

10.4. Call Recording

Voice calls made through the Services are automatically recorded, with callers notified through an interactive voice prompt. Making sure your use of call recording complies with applicable law, including laws in jurisdictions requiring the consent of all parties to a call before it’s recorded, is your responsibility. Contact our support team if you need call recording disabled for your account.

10.5. Messaging Platform Rules

Where you send messages through a connected channel such as WhatsApp or Telegram, you must also follow that channel’s own messaging and consent requirements, in addition to this Section and Section 5.4.

10.6. We Do Not Verify Your Compliance

Pleased provides the tools you use to communicate with End Users. We do not verify that you have obtained the consents required by this Section, and we are not responsible for confirming your compliance with applicable telecommunications and marketing laws.

10.7. Your Liability

You are responsible for any claims, fines, or penalties arising from your failure to comply with this Section, including claims brought by End Users or regulators in connection with your use of the Services.

11. Suspension and Termination

11.1. Suspension for Cause

We may suspend your access to the Services, in whole or in part, if you violate the Acceptable Use Policy in Section 5, the AI Features Acceptable Use provisions in Section 6, or the Anti Spam and Telecommunications Laws provisions in Section 10, or if your use of the Services creates a security risk to the Platform, to us, or to other Customers.

11.2. Emergency Suspension

Where we reasonably believe immediate action is necessary to prevent harm to the Platform, to us, to other Customers, or to any third party, we may suspend your access without prior notice. We will notify you within 24 hours after taking this action and explain the reason for it.

11.3. Opportunity to Cure

Before suspending your access for a violation described in this Section, we will notify you of the issue and give you 10 days to address it. This does not apply to an emergency suspension, where we act right away to prevent harm and notify you afterward. If you address the issue within that period, we will restore your access.

11.4. Suspension of Specific Features

Where a violation under Section 11.1 relates to a specific channel, Brand, or AI Feature rather than your account as a whole, we may limit the suspension to that channel, Brand, or AI Feature instead of suspending your entire account, at our discretion.

11.5. Effect of Suspension

During a suspension, you will not be able to access the affected part of the Services, but your Customer Data is retained and your fees continue to accrue under the SaaS Subscription Agreement, unless we state otherwise when we notify you of the suspension.

11.6. Termination for Cause

We may terminate your access to the Services if you materially breach these Terms and fail to cure that breach within 30 days after we notify you, or if a suspension under this Section continues for more than 30 days without resolution.

11.7. Termination for Legal Reasons

We may suspend or terminate your access immediately if we reasonably believe continuing to provide the Services to you would violate applicable law, including sanctions and export control requirements described in Section 19.

11.8. Termination by Customer

You may stop using the Services and end your relationship with us at any time, subject to the cancellation terms in the SaaS Subscription Agreement.

11.9. Termination by Pleased for Convenience

For any Customer not bound by a minimum term under an Order Form or Enterprise Subscription Agreement, we may terminate these Terms by giving 30 days’ advance notice.

11.10. No Refund for Cause

Suspending or terminating your access due to your breach of these Terms does not relieve you of responsibility for any fees already due, and the refund terms in the SaaS Subscription Agreement continue to apply.

12. Effect of Termination

12.1. Access Ends

When these Terms are terminated, your right to access and use the Services ends immediately, regardless of which party terminated or for what reason.

12.2. Exporting Your Data Before Termination

You are responsible for exporting any Customer Data you want to keep before termination takes effect. Data export currently requires contacting our support team, who will assist you in retrieving tickets, conversations, recordings, users, and files. If termination is immediate under Section 11.7 and you contact us promptly afterward, we will try to assist in recovering your data if it is still available in our backups, but we do not guarantee this. Once your account is terminated and closed, your data is deleted and cannot be recovered, as described in Section 12.3.

12.3. Data Deletion After Termination

Following termination, we handle your Customer Data in accordance with the retention and deletion terms set out in the Data Processing Agreement and the Privacy Policy.

12.4. No Obligation to Retain Data

Once the retention period described in the Data Processing Agreement and the Privacy Policy has passed, we are no longer obligated to maintain, export, or return any Customer Data to you.

12.5. Surviving Provisions

These provisions continue after these Terms are terminated, since they govern obligations, rights, or liabilities that naturally extend past the point where you stop using the Services:

• Section 8, Intellectual Property, since ownership of the Platform, Customer Content, and Feedback doesn’t depend on an active subscription.
• Section 9, Copyright Complaints and DMCA Safe Harbor, since claims about content posted before termination may still need resolving.
• Section 12, this Section, because it governs what happens after termination itself.
• Section 13, Warranties and Disclaimers, and Section 14, Limitation of Liability, since claims tied to your use of the Services before termination can still come up afterward.
• Section 15, Indemnification, and Section 16, Confidentiality, since the duty to defend, indemnify, or protect confidential information doesn’t disappear just because the Services do.
• Section 19, Export Control, Sanctions, and Anti Corruption Compliance, since compliance obligations tied to past use of the Services don’t expire along with the Account.
• Section 21, Governing Law and Dispute Resolution, and Section 22, General Provisions, because any dispute arising from these Terms needs a forum and framework to be resolved even after termination.
• Section 23, Contact Information, so you retain a way to reach us about any of the above.

12.6. Outstanding Fees

Termination does not relieve you of the obligation to pay any fees owed for Services provided before termination, as set out in the SaaS Subscription Agreement.

13. Warranties and Disclaimers

13.1. Limited Warranty

We warrant that the Services will materially conform to the documentation we make available to you. You must notify us of a breach of this warranty within 30 days of discovering it, or you waive your right to a remedy for that breach. If we breach this warranty, we will use reasonable efforts to correct the Services. If we are unable to do so, either party may terminate the affected Services, and we will refund any fees you prepaid for that portion of the Services covering the remainder of your then current Subscription Term. This is your only remedy for breach of this warranty. This warranty does not cover issues caused by your misuse of the Services, unauthorized modifications made by you, your Agents, or anyone acting on your behalf, or issues caused by a connected channel, integration, or third party service described in Section 17.

13.2. Disclaimer of Other Warranties

Apart from the warranty in Section 13.1, THE SERVICES COME AS IS AND AS AVAILABLE. TO THE MAXIMUM EXTENT APPLICABLE LAW ALLOWS, ALL OTHER WARRANTIES ARE DISCLAIMED, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON INFRINGEMENT. UNINTERRUPTED, ERROR FREE, OR COMPLETELY SECURE OPERATION OF THE SERVICES IS NOT SOMETHING WE WARRANT, NOR THAT THE SERVICES WILL MEET YOUR BUSINESS, LEGAL, OR REGULATORY REQUIREMENTS.

13.3. No Warranty on AI Output

AI Output is provided without any warranty of accuracy, completeness, or reliability. Section 6.9 explains this in more detail and applies here as well.

13.4. No Regulatory Certification

We do not represent or warrant that the Services meet the requirements of the Health Insurance Portability and Accountability Act, the Payment Card Industry Data Security Standard, or any similar regulatory or industry framework, unless we have agreed to this separately with you in writing. You should not use the Services to process data subject to these frameworks unless we have confirmed this in writing.

13.5. Voice and Recording Features

Call recording and related voice functionality run on infrastructure we don’t fully control, including telephony providers. Uninterrupted call recording, or capturing every call without technical failure, is not something we warrant, and Section 10.4 covers your responsibilities around call recording and consent.

13.6. Third Party Services

The performance, availability, or security of third party services that integrate with or support the Services, including communication channels, AI providers, and other service providers described in Section 17, is not something we’re responsible for.

13.7. Beta Features

The disclaimers in this Section apply in addition to, and do not replace, the specific disclaimer for Beta Features in Section 7.3.

13.8. No Additional Warranties from Content or Advice

No content available through the Services, including Knowledge Base articles, AI Output, or anything said by our support team, creates any warranty beyond what is expressly stated in this Section.

14. Limitation of Liability

14.1. Exclusion of Indirect Damages

TO THE MAXIMUM EXTENT APPLICABLE LAW PERMITS, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY, EVEN IF THE POSSIBILITY OF SUCH DAMAGES WAS DISCLOSED IN ADVANCE.

14.2. Cap on Liability

APART FROM WHAT SECTION 14.3 SETS OUT, THE FEES YOU PAID US IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE LIABILITY MARK THE OUTER LIMIT OF EACH PARTY’S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS.

14.3. Excluded Claims

The limitations in Sections 14.1 and 14.2 do not apply to your payment obligations under the SaaS Subscription Agreement, either party’s indemnification obligations under Section 15, either party’s breach of the confidentiality obligations in Section 16, or any liability that cannot be limited or excluded under applicable law, including liability for a party’s gross negligence, willful misconduct, or fraud.

14.4. Enterprise Deviations

Where you have entered into an Order Form or Enterprise Subscription Agreement that sets out different limitation of liability terms, those terms control instead of Sections 14.1 through 14.3, in accordance with the Document Hierarchy in Section 1.4.

14.5. Basis of the Bargain

The limitations in this Section reflect an allocation of risk that both parties have relied on in agreeing to these Terms, and they apply even if a remedy set out in these Terms fails its essential purpose.

14.6. AI Related Claims

Claims arising from AI Output, including claims that AI Output was inaccurate, incomplete, or inappropriate, are subject to the same limitations in this Section, in addition to the disclaimers in Sections 6.9 and 13.3.

14.7. Data Breach Claims

For clarity, claims arising from a security incident involving unauthorized access to or disclosure of Customer Data or End User Data are subject to the same cap described in Section 14.2, and are not treated as an Excluded Claim under Section 14.3.

15. Indemnification

15.1. Indemnification by Customer

You will defend us against any third party claim arising from your Customer Content, including any claim that Customer Content infringes or misappropriates a third party’s intellectual property rights, your use of the Services in violation of these Terms, including the Acceptable Use Policy in Section 5 or the Anti Spam and Telecommunications Laws provisions in Section 10, your collection or processing of End User Data in violation of applicable law, or the negligence or willful misconduct of you or your Authorized Users, and you will indemnify us for any damages finally awarded against us, or agreed in settlement by you, resulting from such a claim.

15.2. Indemnification by Pleased

We will defend you against any third party claim alleging that the Platform, as provided by us and used in accordance with these Terms, infringes that third party’s intellectual property rights, and we will indemnify you for any damages finally awarded against you, or agreed in settlement by us, resulting from such a claim.

15.3. AI Output Claims

Claims that AI Output infringes a third party’s intellectual property rights are covered by Section 15.2 only where the infringement results from how we configured or integrated an AI Feature into the Platform, and not where it results from the underlying AI model provided by a third party AI provider, the specific prompts, inputs, or Customer Data you or your Agents provided, or your particular use of the AI Output.

15.4. Exclusions from Pleased’s Indemnity

Sections 15.2 and 15.3 do not apply to any claim resulting from your combination of the Platform with something we did not provide, your modification of the Platform, your use of the Platform in violation of these Terms, a third party AI provider’s underlying model as described in Section 15.3, or your use of a Beta Feature or third party service described in Section 17.

15.5. Our Options

If we reasonably believe the Platform may be subject to a claim under Section 15.2 or 15.3, we may, at our option, procure the right for you to keep using the affected part of the Platform, replace or modify it so it no longer infringes without materially reducing its functionality, or terminate the affected Services and refund any prepaid fees for the remainder of your then current Subscription Term.

15.6. Process

The party seeking indemnification must notify the other party of the claim within 15 days of learning about it, give the indemnifying party control of the defense and settlement of the claim, and provide reasonable cooperation, at the indemnifying party’s expense. The indemnifying party may not settle a claim in a way that admits fault by, or imposes an obligation on, the other party without that party’s written consent.

15.7. Sole Remedy

This Section states each party’s only remedy, and the other party’s only liability, for the types of claims described in this Section. The cap in Section 14.2 does not apply to claims under this Section, as set out in Section 14.3.

16. Confidentiality

16.1. What Counts as Confidential Information

Confidential Information means non public information one party shares with the other that is marked confidential, or that a reasonable person would understand to be confidential given its nature. This includes business information, financial information, technical information, security information, and product and roadmap information, such as information we share with you in response to a security questionnaire or during an Enterprise sales process. Confidential Information does not include Customer Data, which is governed by Section 8.2, the Privacy Policy, and the Data Processing Agreement. The fact that you are a Pleased customer is not Confidential Information for purposes of this Section, to the extent Pleased is permitted to disclose it under Section 18, which sets out our right to identify you as a customer in marketing materials.

16.2. Exclusions

Information the receiving party already knew without an obligation of confidentiality, information that becomes public through no fault of the receiving party, information the receiving party develops independently, and information the receiving party rightfully receives from a third party without an obligation of confidentiality are all outside the scope of Confidential Information.

16.3. Obligations

Each party will use the other party’s Confidential Information solely to perform its obligations or exercise its rights under these Terms, and will protect it with reasonable care.

16.4. Permitted Disclosures

A party may share the other party’s Confidential Information with employees and contractors who need it for purposes tied to these Terms, and remains responsible for their compliance with this Section. Disclosure is also permitted where law, a court order, or a governmental authority requires it, and where legally possible, the other party will get reasonable advance notice so it can seek protective measures.

16.5. Return or Destruction

Upon request following termination, each party will return or destroy the other party’s Confidential Information in its possession, except for copies retained as required by law or a party’s standard backup procedures.

16.6. Duration

The obligations in this Section continue for three years after the date of disclosure, except for information that qualifies as a trade secret under applicable law, which remains protected for as long as it qualifies as a trade secret.

16.7. Injunctive Relief

A breach of this Section may cause harm that money alone cannot fix. Either party may seek injunctive or other equitable relief from a court to stop a breach of this Section, in addition to any other remedy available.

17. Third Party Services and Integrations

17.1. Overview

We rely on a number of third party providers to deliver the Services. This Section describes the main categories of providers we use and what they do. Many of these providers also act as subprocessors under the Data Processing Agreement, which sets out the full list of subprocessors and how Customer Data flows to them. Section 13.6 explains that we are not responsible for the performance, availability, or security of these third party providers.

17.2. Infrastructure Providers

We use Amazon Web Services for our core cloud infrastructure, including hosting, databases, storage, and related computing services. We use Google Firebase to support real time chat functionality and notifications. We use Cloudflare for domain name services.

17.3. Communication Providers

We use Twilio to support voice calls and related call recording functionality, and to support WhatsApp messaging functionality. We use SendGrid to support email delivery.

17.4. Payment Provider

We use Stripe to process subscription payments and manage billing, including applicable tax calculation.

17.5. AI Providers

We use OpenAI and AWS Bedrock to power AI Features. Section 6.5 explains how you can choose which provider is used for your account, where more than one option is available.

17.6. Internal Tools

We use tools such as Slack, Metabase, and Jaeger to support our own internal operations, including notifications, analytics, and system monitoring. These tools are not part of the Services you access directly, though they may have limited access to Customer Data as part of our internal processes. The Data Processing Agreement governs how that access is handled.

17.7. Channel Integrations

Where you connect the Services to a channel such as WhatsApp, Telegram, X, Facebook, the App Store, or Google Play, that channel’s provider is also involved in delivering messages between you and your End Users. Section 5.4 explains your responsibilities when using these connected channels.

17.8. Changes to Providers

We may change, add, or replace the third party providers we use at any time. Where a change affects how your Customer Data is processed, the Data Processing Agreement governs how we handle that change.

18. Publicity

18.1. Using Your Name and Logo

We may identify you as a Pleased customer, including using your name and logo, on our website, in marketing materials, and in investor and sales materials, unless you tell us in writing that you would prefer we not do this.

18.2. Case Studies and Testimonials

We will ask for your separate approval before publishing a case study, testimonial, or any specific quote attributed to you or your business.

18.3. Your Public Statements About Us

You may state that you are a Pleased customer. Beyond that, you should not make public statements about your commercial relationship with us without our prior written consent. Section 16 separately governs the confidentiality of specific terms of your subscription.

18.4. No Right to Use Our Marks Beyond This Section

Nothing in this Section expands the trademark license described in Section 8.4.

18.5. Enterprise Deviations

Where you have entered into an Order Form or Enterprise Subscription Agreement that sets out different publicity terms, those terms control instead of this Section, in accordance with the Document Hierarchy in Section 1.4.

18.6. Effect of Withdrawing Consent

If you withdraw your consent under Section 18.1, we will stop using your name and logo in new materials going forward, but we are not required to remove your name or logo from materials already published or distributed before your withdrawal.

18.7. No Endorsement Implied

Identifying you as a Pleased customer under this Section does not imply that you endorse Pleased, and nothing in this Section implies that Pleased endorses your business or its products.

19. Export Control, Sanctions, and Anti-Corruption Compliance

19.1. Sanctions Representation

You represent and warrant that you are not, and none of your Authorized Users are, located in, organized under the laws of, or ordinarily resident in a country or territory subject to comprehensive sanctions administered by the United States, and that you are not listed on any restricted party list maintained by the United States government, including the Specially Designated Nationals List maintained by the Office of Foreign Assets Control. This is separate from the corporate standing representation in Section 3.1, which confirms your business is properly registered, not your sanctions status.

19.2. Export Compliance

Using the Services means complying with all applicable export control and sanctions laws, including the Export Administration Regulations and regulations administered by the Office of Foreign Assets Control. Transmitting or making available any software or technology through the Services in violation of these laws is not permitted.

19.3. Anti Corruption

You represent that you will not, in connection with your use of the Services, offer, promise, or provide anything of value to any government official or any other person for the purpose of improperly influencing a decision or obtaining an improper business advantage, in violation of the U.S. Foreign Corrupt Practices Act or any similar applicable law.

19.4. Ongoing Obligation

The representations in this Section are ongoing, and you will notify us promptly if you become aware that any of them is no longer accurate.

19.5. International Customers

If you are located outside the United States, you acknowledge that the Services are provided by Pleased Inc., a United States company, and that your use of the Services is subject to United States law in addition to any laws that may apply to you locally. This acknowledgment is distinct from data transfer terms, which the Data Processing Agreement governs separately. A more specific waiver for customers in the European Union or European Economic Area may be introduced separately as international expansion becomes concrete.

19.6. Our Right to Suspend or Terminate

A breach of this Section is grounds for immediate suspension or termination under Section 11.7, which allows us to act immediately when continuing to provide the Services would violate applicable law.

19.7. Screening Right

We may screen your Account information against government restricted party lists, and we may deny registration or suspend your access under Section 11.2, the emergency suspension mechanism that allows immediate action without prior notice, if that screening indicates a potential match.

20. Government Use / Federal Acquisition Regulation Notice

20.1. Commercial Item

The Services qualify as a commercial item as defined in Federal Acquisition Regulation section 2.101. Access by a United States government entity or contractor is subject to the restrictions described in this Section.

20.2. Limited Rights

The restrictions in this Section govern any use, duplication, or disclosure of the Services by the United States government, and no license or right beyond what these Terms otherwise provide is granted, including any rights that would normally arise under the Defense Federal Acquisition Regulation Supplement or similar regulations governing government contracts.

20.3. Registration as a Government Entity

Registering for the Services on behalf of a United States government entity requires notifying us first so we can determine whether we can offer you the Services and on what terms. Registering without giving us that notice violates these Terms and may lead to suspension or termination under Section 11, which sets out our general suspension and termination rights.

20.4. Third Party Components

Where the Services include AI Features or other components provided by a third party, such as the AI providers described in Section 6.5, this Section applies to those components only to the extent Pleased has the right to grant such terms, and does not expand any rights beyond what the applicable third party provider grants to Pleased.

21. Governing Law and Dispute Resolution

21.1. Governing Law

These Terms, the Platform, the Services, and any non contractual obligations arising out of or relating to them are governed by the laws of the State of Delaware, USA, without regard to its conflict of laws principles.

21.2. Good Faith Resolution

Before starting formal proceedings, the party raising a dispute will send the other party a written notice describing the dispute and the relief sought. The parties will try to resolve the dispute through good faith negotiation for at least 30 days after that notice, unless immediate injunctive or other equitable relief is reasonably required.

21.3. Mandatory Arbitration

Except as set out in Section 21.6, any dispute not resolved under Section 21.2 will be resolved exclusively through binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, seated in Delaware. Judgment on the award may be entered in any court of competent jurisdiction.

21.4. Class Action and Jury Trial Waiver

To the maximum extent permitted by applicable law, disputes will be resolved only on an individual basis. You and Pleased each waive any right to participate in a class action, class arbitration, or representative proceeding, and waive any right to a jury trial.

21.5. Enterprise Opt Out

Where you have entered into an Order Form or Enterprise Subscription Agreement that sets out a different dispute resolution mechanism, that document controls instead of Sections 21.3 and 21.4, in accordance with the Document Hierarchy in Section 1.4, which sets out which document governs when terms conflict.

21.6. Interim and Protective Relief

Nothing in this Section prevents either party from seeking interim, injunctive, or other provisional relief from a court of competent jurisdiction to protect its intellectual property, confidential information, or Platform security.

21.7. Regulatory Cooperation

Nothing in this Section limits our right to report suspected unlawful conduct to competent governmental or law enforcement authorities, or to cooperate with lawful investigations.

21.8. Exclusion of the CISG

The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms or to any dispute arising out of or relating to them.

21.9. Limitation Period

Any contractual claim arising out of or relating to these Terms must be brought within one year after the claim first accrued, unless a shorter or longer period is required by applicable mandatory law. This Section does not affect the notice and takedown procedures described in Section 9, which follow the Digital Millennium Copyright Act.

21.10. Mandatory Consumer Rights

Nothing in this Section limits any right that cannot lawfully be waived or restricted under applicable mandatory law.

21.11. Data Processing Agreement Governing Law

The Data Processing Agreement may specify a different governing law for matters specifically related to international data transfers, including the Standard Contractual Clauses, where required by applicable data protection law. This Section governs all other aspects of the relationship between you and Pleased.

22. General Provisions

22.1. Entire Agreement

These Terms, together with the documents listed in Section 1.3, make up the entire agreement between you and Pleased regarding the Services, and supersede any prior agreements or understandings on that subject.

22.2. Order of Precedence

Where these Terms conflict with another document listed in Section 1.3, the Document Hierarchy in Section 1.4 governs which document controls for each type of conflict.

22.3. Amendments

These Terms may be updated by us from time to time. Material changes will be communicated by email or through the Platform at least 30 days before they take effect. If you continue using the Services after that date, you accept the updated Terms. Should you disagree with a material change, you can cancel your subscription before the change takes effect, subject to the cancellation terms in the SaaS Subscription Agreement.

22.4. Assignment

Assigning or transferring these Terms without our prior written consent is not permitted, except to a successor in a merger, acquisition, or sale of substantially all your assets, as long as the successor isn’t a direct competitor of ours. These Terms may be assigned by us without restriction, including in connection with a merger, acquisition, or sale of assets.

22.5. Force Majeure

Except for your payment obligations, neither party is liable for delay or failure to perform caused by circumstances beyond that party’s reasonable control, including natural disasters, war, terrorism, labor disputes, government action, internet or utility failures, public health emergencies, or an outage or failure of a third party infrastructure or service provider we rely on to deliver the Services, such as those described in Section 17.

22.6. Severability

Should any provision of these Terms turn out to be unenforceable, it will be limited or eliminated to the minimum extent necessary, while the remaining provisions stay in full effect.

22.7. No Waiver

Failing to enforce a provision of these Terms is not a waiver of the right to enforce it later.

22.8. Survival

The provisions described in Section 12.5 survive termination, along with any other provision that should continue by its nature.

22.9. Notices

Notices to Pleased go to our registered address or to support@pleased.com. Notices to you go to the email address associated with your Account under Section 4.1, or are delivered through the Platform. A notice counts as given upon personal delivery, one business day after sending by email or through the Platform, or one business day after sending by a recognized overnight courier.

22.10. Language

These Terms are drafted in English. Any translation is for convenience only, and the English version controls in the event of a conflict.

22.11. No Third Party Beneficiaries

No rights for anyone other than you and Pleased are created by these Terms.

22.12. Independent Contractors

You and Pleased operate as independent contractors. A partnership, joint venture, agency, or employment relationship is not created by these Terms.

22.13. Interpretation

Headings in these Terms serve convenience only and don’t affect interpretation. Unless stated otherwise, the word including means including without limitation.

22.14. Electronic Communications

Communicating with you electronically, including by email and through the Platform, is something you agree we may do, and your electronic acceptance of these Terms under Section 1.2 carries the same legal effect as a physical signature.

23. Contact Information

23.1. General Inquiries

Questions about these Terms or the Services can be sent to support@pleased.com.

23.2. Legal Notices

For formal legal notices under Section 22.9, use the address and email described there.

23.3. Company Information

Pleased Inc., the company described in Section 3.1, sits at 131 Continental Dr, Suite 305, Newark, DE 19713.

23.4. Copyright Notices

Copyright complaints under Section 9 should be sent to the designated agent contact described therein.