Goldilocks

Terms of Service

Last updated: February 2025

1. Acceptance and Scope

By accessing or using Goldilocks ("the Service"), you agree to be bound by these Terms of Service. If you do not agree, do not use the Service.

"Customer" means the account holder or tenant (you). "End User" means visitors to your website or application who interact with the Goldilocks chatbot widget. You are responsible for ensuring your End Users comply with applicable laws (including data protection laws such as GDPR) when you collect or pass their data through the Service.

2. Description of Service

Goldilocks is an AI-powered conversation platform that uses your documentation to answer user questions. The Service includes:

  • AI chatbot widget for your website or application
  • Knowledge base management
  • Analytics and insights dashboard
  • Workflows (webhooks, Zapier, Make, escalation to Zendesk, Slack, email)
  • Team collaboration features

Goldilocks provides the platform; you supply content, configure workflows, and are responsible for how End Users interact with the widget.

Features, limits, and availability may vary by plan. We may add, remove, or modify features from time to time. We do not guarantee specific uptime or availability unless separately agreed in writing (e.g. an SLA for enterprise plans).

3. Account Terms

  • You must provide accurate and complete information when creating an account
  • You are responsible for maintaining the security of your account and password
  • You must be at least 18 years old to use the Service
  • One person or legal entity may not maintain more than one free trial
  • You are liable for all activity that occurs under your account

4. Acceptable Use

You agree not to:

  • Use the Service for any illegal purpose
  • Upload malicious content or code
  • Attempt to gain unauthorized access to the Service or others' accounts
  • Interfere with or disrupt the Service
  • Use the Service to send spam or unsolicited messages
  • Reverse engineer, decompile, or circumvent usage limits or technical restrictions

We may suspend or terminate your account for violations of these terms. You must ensure that when you use contact tracking or pass End User data to the Service, you have a lawful basis to do so under applicable data protection laws.

5. Payment Terms

Plans and Billing

  • Paid plans are billed monthly or annually in advance
  • Subscriptions renew automatically at the end of each billing period unless you cancel before the renewal date
  • You can upgrade, downgrade, or cancel at any time
  • We may change plans, pricing, or overage rates. Price and plan changes will be communicated with at least 30 days' notice. Continued use after the change constitutes acceptance
  • We may discontinue or retire particular plan tiers, with reasonable notice and an option to migrate to an alternative plan

Trial

  • A free trial period may be offered. When the trial ends, you must subscribe to a paid plan to continue, or your access may be suspended

Overages

  • Plans have message limits. Overages are billed at the end of each billing cycle based on usage above your plan limit

Add-ons

  • You may purchase add-ons (e.g. extra personas, seats, messages, smart assists). Add-ons may be recurring subscriptions or one-time credit purchases

Payment Processing

  • Payment is processed by Stripe. By using paid features, you agree to Stripe's terms. We do not store payment card details on our servers

Refunds and Taxes

  • All fees are non-refundable except as required by law (including the Australian Consumer Law) or at our sole discretion
  • You are responsible for any GST, sales tax, or similar taxes applicable to your use

Past Due

  • If payment is past due, we may suspend your account after a grace period. Data may be retained during the grace period

6. Our Rights

As the operator of the Service, we retain certain rights to manage our business and the platform:

  • Modify the Service: We may add, remove, change, or discontinue features, APIs, or functionality. We will use reasonable efforts to provide advance notice for material changes when practical
  • Plans and pricing: We may change plans, pricing, usage limits, or overage rates with notice as described in Payment Terms
  • Scheduled maintenance: We may take the Service offline for maintenance, upgrades, or security updates. We will aim to minimise disruption and may notify you in advance when possible
  • Refuse or restrict service: We may refuse service, restrict access, or terminate accounts to comply with law, prevent fraud or abuse, protect our systems, or for other legitimate business reasons
  • Remove content: We may remove content that violates these terms, infringes third-party rights, or is otherwise objectionable
  • Enforce limits: We may enforce usage limits, rate limits, and fair-use policies
  • Communications: We may send you service-related communications (e.g. billing, security alerts, important product changes). You may not opt out of critical communications required for the operation of your account
  • Service providers: We may use subcontractors and service providers to operate the Service
  • Force majeure: We are not liable for failure or delay in performing our obligations due to circumstances beyond our reasonable control (e.g. natural disaster, pandemic, war, terrorism, government action, significant third-party service failure)
  • Promotions: We may offer promotional pricing, credits, or trials. Such offers may be modified or withdrawn at any time and are subject to any specific terms stated at the time of the offer

7. Intellectual Property

  • You retain ownership of your content and data
  • We retain ownership of the Service and its underlying technology
  • You grant us a license to use, store, and process your content to provide the Service (including AI processing, storage, and backups)
  • Any feedback you provide may be used by us without obligation to you

If you believe content on the Service infringes your intellectual property rights, see our Copyright Policy for how to report it.

8. Data and Privacy

Your use of the Service is governed by our Privacy Policy. We process your data in accordance with that policy.

For End User data processed through the Service, you are the data controller and we act as processor. You warrant that you have a lawful basis to provide End User data to us. If you require a Data Processing Agreement (e.g. under GDPR Article 28), contact us at legal@goldilocks.chat.

9. Confidentiality

Each party will keep the other's confidential information secure and will not disclose it except as required by law or with the other's consent. This obligation does not apply to information that is publicly available, independently developed, or rightfully received from a third party.

10. Limitation of Liability

To the maximum extent permitted by law, Goldilocks shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues. Our total liability shall not exceed the amount you paid us in the 12 months preceding the claim.

Nothing in these terms excludes or limits our liability for matters that cannot be excluded or limited under applicable law, including the Australian Consumer Law. Where the Australian Consumer Law applies, our goods and services come with guarantees that cannot be excluded.

AI-generated responses may be inaccurate, incomplete, or unsuitable for your needs. You are responsible for reviewing and validating any AI output before relying on it.

11. Indemnification

You agree to indemnify Goldilocks against any claims, damages, or costs arising from your content, your use of the Service, your breach of these terms, or any claim by an End User related to your use of the Service.

We will indemnify you against third-party claims that the Service infringes their intellectual property rights, subject to standard carveouts (e.g. if the claim arises from your content or modifications).

12. Termination

You may cancel your account at any time via the admin dashboard. We may terminate or suspend your account for violation of these terms or for convenience with reasonable notice.

Upon termination, your access will cease and your data will be deleted within 30 days. The following sections survive termination: Intellectual Property, Limitation of Liability, Indemnification, Confidentiality, and General.

13. Changes to Terms

We may modify these terms at any time. For material changes, we will notify you by email or through the Service. If you disagree with the changes, you may terminate your account within the notice period. Continued use after the effective date constitutes acceptance.

14. Governing Law and Disputes

These terms are governed by the laws of Victoria, Australia. Any dispute shall be subject to the exclusive jurisdiction of the courts of Victoria (and the federal courts of Australia where applicable). We encourage you to contact us to resolve disputes in good faith before commencing litigation.

15. General

  • These terms constitute the entire agreement between you and Goldilocks
  • If any provision is held invalid, the remainder remains in effect
  • Our failure to enforce a provision does not waive our right to enforce it later
  • You may not assign these terms without our consent; we may assign in connection with a merger or sale of our business

16. Contact

For questions about these Terms, contact us at: legal@goldilocks.chat