Terms of Service

1. Introduction & Acceptance

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Client,” “you,” or “your”) and HiQBot, a sole proprietorship registered with the Federal Board of Revenue (FBR), Government of Pakistan, with its registered office at 113-A3 Block, Gulberg III, Lahore, Pakistan (“HiQBot,” “we,” “us,” or “our”).

By accessing or using the HiQBot platform at hiqbot.com (the “Service”), you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

If you do not agree with any part of these Terms, you must not access or use the Service.

2. Definitions

“Service” means the HiQBot platform and related features at app.hiqbot.com. “Client” or “You” means the business or individual subscribing to the Service. “End User” means any person who interacts with the Service through your channels. Other terms have their ordinary meaning in context.

3. Description of Service

HiQBot is an AI-powered customer engagement platform. The Service helps you manage conversations across multiple channels (Web chat, WhatsApp, Instagram, Facebook Messenger, Telegram, and LINE), with AI assistance, lead capture, live chat and human handoff, voice support, and analytics. Features may change over time and remain subject to these Terms.

4. Account Registration

To use the Service, you must be a business entity or individual using it for business purposes, be at least 18 years old (or the legal age of majority in your jurisdiction), provide accurate information, and keep your login credentials secure. You are responsible for all activity on your account. We reserve the right to refuse service, suspend, or terminate accounts at our discretion.

5. Billing & Payment

Paddle.com Market Limited (“Paddle”) is our Merchant of Record for payments and taxes. You transact with Paddle, not HiQBot. Invoices appear under Paddle's name. We do not collect, store, or access payment card details. Your purchase is subject to Paddle's Checkout Buyer Terms and Privacy Policy.

Subscriptions are monthly or annual with automatic renewal unless cancelled before the renewal date. Add-on subscriptions and one-off credit packs may be purchased in addition to your plan; there are no usage-based or overage charges. Third-party fees (e.g., Meta for WhatsApp) are separate from your HiQBot subscription. We may change pricing with 30 days' notice. Payment failure may result in suspension or termination of access.

5.1 Message Credits

Every plan includes an allowance of message credits. A credit is consumed when an AI Agent sends a reply on your behalf. How many credits a reply consumes depends on the AI level set on the inbox that answered: Core consumes one credit, Balanced four, and Max eight. Your workspace admins set the level per inbox and may change it at any time. Replies written by your own team in a live chat inbox do not consume credits.

Credits are prepaid and are not metered beyond your allowance. When the available balance reaches zero, AI replies pause until the allowance renews, you purchase a credit pack, or you move to a plan with a larger allowance. We do not issue overage invoices. Credits have no cash value, are not transferable between accounts, and are not redeemable for cash or refund.

5.2 Credit Carry-Over and Expiry

On monthly plans, credits you have not used at the end of a billing period carry into the next period, up to the size of that period's plan allowance. Carried credits are held for two billing periods from the period that produced them, and expire at the end of that window. The current period's allowance is always consumed first; carried credits are drawn down only once it is exhausted, oldest balance first. Annual plans are billed for the term in a single payment and do not carry credits between periods.

Carry-over is conditional on an on-time renewal. The renewal payment must be captured within the grace window that follows your renewal date, currently six hours. If it is not captured within that window, the entire carried balance, including credits carried from earlier periods, is forfeited. A payment made after the grace window has elapsed reinstates the subscription and its new allowance, but does not restore forfeited credits, and forfeited credits are not reinstated on request.

The carried balance is also cleared when the plan on the subscription changes at the renewal itself, and when a subscription is cancelled or paused. Amounts carried, expired, and forfeited are recorded against your organisation and shown in your dashboard. We may change the carry-over window, the grace window, and the credit cost of each AI level on the notice set out above.

6. Free Trial

We offer a 7-day free trial for certain monthly and annual plans. During the trial, you may access the Service without being charged, subject to any usage limits we communicate. Payment information is required to start a trial (processed by Paddle). Unless you cancel before the end of the 7-day trial period, your subscription will automatically convert to a paid monthly or annual plan and the first payment will be charged by Paddle at that time. We reserve the right to modify or discontinue free trials at any time.

7. Refund Policy

Subscription fees are generally non-refundable. However, refunds may be considered in limited circumstances: duplicate charges, verified technical failures on our side that prevent use of the Service and cannot be resolved promptly, or a clear billing error in connection with a plan change or add-on purchase as confirmed by our support team. Monthly subscriptions are non-refundable once the billing cycle has begun. Payments for annual plans are non-refundable once billed. In all cases, there are no refunds or credits for unused portions of a billing period, except where required by applicable law. Consumers may have additional rights under applicable law; see Paddle's Checkout Buyer Terms.

Refund requests should be initiated through HiQBot support. Email support@hiqbot.com with your account email, organization name, and relevant billing details, and we will coordinate the review and routing of your request with Paddle.

8. Cancellation

Plan cancellation. You may cancel your subscription at any time through the billing portal or by contacting us. Cancellation takes effect at the end of your current billing period. You will retain access to the Service until that date. No partial refunds are issued for unused portions of a billing period. Your account and data remain intact after plan cancellation; you may resubscribe at any time.

Account deletion. You may request permanent deletion of your account and all associated data by contacting us at support@hiqbot.com. Upon confirmation, your account and all data (including conversations, contacts, knowledge base content, and organization settings) will be permanently and irreversibly deleted within 30 days. Any active subscription will be cancelled as part of this process. This action cannot be undone.

9. Client Data & End-User Data

You keep ownership of your data. You grant us a limited license to use and store it to provide the Service. For End-User personal data, you are the Data Controller and we act as Data Processor; you are responsible for lawful basis, your privacy policy, and data subject requests. You are responsible for content you upload and that you have rights to use it. Data is isolated per account; we do not use your data to train models for others. You may delete data via the platform; on termination we retain data for 30 days then delete it. A DPA is available on request.

10. Third-Party Messaging Channels

Use of messaging integrations (WhatsApp, Instagram, Facebook Messenger, Telegram) is subject to each platform's terms and policies. We are not responsible for third-party availability or policy changes. Third-party fees are separate from our subscription. You must obtain required consent, honor opt-outs, and follow platform rules (e.g. WhatsApp templates and 24-hour window). For the web chat widget, disclose its use and data practices in your privacy policy. See WhatsApp Business Terms, Meta Platform Terms, and Telegram's terms as applicable.

11. AI Features & Limitations

The Service uses AI to assist with conversations. AI outputs may not always be accurate or complete; you are responsible for reviewing them. Do not use AI as a substitute for professional advice where human oversight is required. Where the law requires it, do not misrepresent AI-generated messages as human-authored.

12. PII Detection & Handling

The Service includes automated tools that can help detect and protect limited personally identifiable information (PII) in conversation data (such as email addresses and phone numbers). These tools run on our own infrastructure and/or through third-party AI service providers acting as sub-processors under our instructions. Detected PII is encrypted in transit and at rest, access to it is restricted by role-based permissions, and PII may be masked in logs or non-essential displays. PII handling behaviour can be configured per organization to match your compliance needs.

13. Acceptable Use Policy

13.1 What HiQBot is built for

HiQBot is built for inbound customer conversations. Customers (your end users) start the conversation by messaging your business through a channel you've connected: your website widget, WhatsApp, Instagram, Facebook Messenger, Telegram, or LINE. HiQBot then helps your team respond, with AI Agents handling routine messages and humans taking over when needed.

You can also use HiQBot to send WhatsApp broadcasts on message templates approved by Meta, but only to contacts who have opted in to receive messages from your business.

13.2 What HiQBot does not do

HiQBot does not provide, and is not technically capable of, the following. These capabilities do not exist in the product and we will not build them on request:

• Web scraping, contact harvesting, email finding, or data enrichment from third-party sources
• Automated decision-making about people (no autonomous credit, hiring, eligibility, or qualification decisions, since AI Agents only surface signals for your team to act on)
• AI-generated human likenesses, deepfakes, voice cloning, or any synthetic media impersonating real people
• Automated social media engagement (no auto-posting, auto-liking, auto-following, or feed scraping)
• Outbound telemarketing, robocalling, predictive dialing, or any auto-dialer functionality

13.3 Customer responsibilities

Within the features HiQBot does provide, you agree not to use the Service for:

• Cold outreach of any kind, including WhatsApp broadcasts to contacts who have not given your business opt-in consent, and cold email or cold SMS
• Sending unsolicited messages, spam, or harassment
• Illegal activity, fraud, phishing, or distribution of malware
• Content that violates the terms of any connected channel (Meta, WhatsApp, Telegram, etc.). Channel violations may result in suspension by the channel provider as well as by us
• Adult or sexual content, hate speech, violent threats, or content harmful to minors
• Promotion of illegal goods (weapons, controlled substances, counterfeits) or schemes (pyramid, MLM, financial scams)
• Processing personal data without a lawful basis under applicable law (GDPR, CCPA, PIPEDA, or local equivalents)
• Processing children's data without verifiable parental consent where required by law
• Reverse engineering, scraping our API, circumventing rate limits, or building a competing product from access to the Service
• Unauthorized access to the Service, other accounts, or systems

13.4 Enforcement

We monitor for abuse signals including unusual outbound message patterns, third-party complaints, and notices from connected platforms. For first-time minor violations, we'll typically reach out with a warning and a window to remediate. Repeated or serious violations may result in immediate suspension. Critical violations (illegal content, child safety issues, or fraud) result in immediate termination and, where required, reporting to the relevant authorities. Accounts terminated for AUP violations are not eligible for refunds.

13.5 Reporting abuse

If you believe someone is misusing HiQBot, email support@hiqbot.com with the details. We respond to abuse reports within 48 hours.

14. Intellectual Property

The HiQBot platform and all its components are the exclusive property of HiQBot or its licensors. We grant you a limited, non-exclusive, non-transferable license to access and use the Service for your business purposes during your subscription. You grant us a non-exclusive license to use any feedback you provide for product improvement.

15. Service Disclaimers

The Service is provided "as-is" and "as-available". We make no guarantee of uninterrupted, error-free, or secure operation. We rely on third-party infrastructure (hosting, messaging platforms, payment processors) and are not liable for their downtime or failures. We may perform maintenance that temporarily affects availability.

16. Limitation of Liability

To the maximum extent permitted by applicable law, HiQBot shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, business opportunities, or goodwill, arising out of or in connection with your use of the Service, regardless of the theory of liability.

HiQBot's total aggregate liability under these Terms shall not exceed the greater of: (a) the total fees paid by you to HiQBot (via Paddle) in the twelve (12) months preceding the event giving rise to the claim, or (b) five hundred US dollars (USD $500).

This cap applies to all claims, including those related to downtime, data loss, third-party changes, AI inaccuracies, or unauthorized access.

17. Indemnification

You agree to indemnify, defend, and hold harmless HiQBot and its officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of the Service.
• Your violation of these Terms.
• Your violation of any third-party platform's terms, policies, or guidelines.
• Your processing of End-User data through the Service.
• Content uploaded, transmitted, or generated through your account, including knowledge base content and AI-generated responses based on your configuration.

18. Termination

Either party may terminate the subscription by providing 30 days' written notice to the other party. We may terminate or suspend your access to the Service immediately, without prior notice, in the event of:

• A material breach of these Terms.
• Continued non-payment following reasonable notice.
• Illegal activity or conduct that poses a risk to other users or the Service.

Upon termination by either party, your data will be retained for 30 days to allow for data export, after which it will be permanently deleted. If you request account deletion (see Section 8), all data is permanently deleted within 30 days with no retention period. Sections relating to intellectual property, limitation of liability, indemnification, governing law, and any other provisions that by their nature should survive, will survive termination.

19. Governing Law & Dispute Resolution

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

In the event of a dispute arising out of or relating to these Terms, the parties agree to first attempt resolution through good-faith negotiation for a period of thirty (30) days. If the dispute cannot be resolved through negotiation, it shall be submitted to binding arbitration in Lahore, Pakistan. Either party may seek injunctive or equitable relief in any court of competent jurisdiction.

20. Changes to These Terms

We reserve the right to modify these Terms at any time. For material changes, we will provide at least 30 days' advance notice via email or through the Service. Your continued use of the Service after the effective date of updated Terms constitutes your acceptance of the changes. If you do not agree with the modified Terms, you must discontinue use of the Service before the effective date.

21. Miscellaneous

• Entire Agreement. These Terms, together with the Privacy Policy and any Order Forms or DPAs, constitute the entire agreement between you and HiQBot regarding the Service.
• Severability. If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
• Waiver. Failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.
• Assignment. You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations without restriction.
• Force Majeure. Neither party shall be liable for any failure or delay caused by circumstances beyond its reasonable control, including natural disasters, acts of government, pandemics, internet disruptions, or third-party service outages.
• No Agency. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and HiQBot.

22. Contact Information

If you have any questions about these Terms, please contact us: