Terms of service

1. Definitions

"Customer" or "you": the business or individual that registers for and uses the Service, including team members you authorise.

"Shopper": a person who chats with the AI assistant or your support team through your website, app or messaging channel.

"Customer content": data submitted to the Service by you or your shoppers, including knowledge base, product data, settings and conversations.

"AI output": answers, suggested replies, translations and order summaries the Service generates from customer content.

2. Your account

You must be at least 18 and able to enter into a binding contract. The Service is for business and professional use, not for consumers acting for personal purposes.

You must give true and accurate registration information and keep it up to date, keep your passwords and API keys secure, and you are responsible for all activity under your account, including actions by team members and through your API keys. Tell us immediately if you notice unauthorised use.

We may refuse a registration, and may ask for verification or suspend an account if we reasonably suspect false information or account takeover.

3. The Service

The Service lets you build an AI assistant from your own content, embed it on your website, call it through the open API or connect it to messaging channels, and hand conversations to human agents. You can also connect your order system so the AI can look up orders or, once a shopper confirms, create a payment link for them.

Features and allowances of the free plan and each paid plan are as shown on the pricing page and in the console. We keep improving the Service and may add, change or retire features; we will give reasonable advance notice of changes that materially harm you.

Features marked as beta are provided as is and may change or end at any time.

4. Customer content

You or your licensors own customer content. You grant us a worldwide, non-exclusive licence to host, copy, process and display customer content as needed to provide, maintain and improve the Service. We do not use your customer content to train AI models for other customers.

You confirm that you have the rights needed in your customer content, that you have given shoppers any required notices and obtained any required consents (including that they are talking to an AI and that conversations may be passed to human agents), and that your customer content does not break the law or infringe anyone's rights.

We process shoppers' personal data as your processor under our Data processing agreement.

5. AI output and AI-assisted ordering

AI output is generated automatically and may be inaccurate, incomplete or out of date. You are responsible for the accuracy of your knowledge base and product data and for reviewing AI output where appropriate. We recommend telling shoppers that answers are AI-generated.

The products, prices, stock, discounts, shipping and taxes you present through the Service, and the formation, payment, fulfilment, after-sales service and refunds of orders, are matters between you and your shoppers; payment links are created by your systems. We are a technology provider that passes information along. We are not a party to your transactions with shoppers and we do not handle shoppers' payments.

You must not have the AI give medical, legal, financial or other advice that requires professional qualifications, or make claims the law prohibits, such as unproven health claims.

6. Acceptable use

You must not, and must not let anyone else: use the Service for illegal activity, or to sell or promote illegal or restricted goods and services (such as drugs, weapons or counterfeits);

send spam, commit fraud or phishing, impersonate others, or claim the AI is a human when a shopper asks;

upload malicious code or content that infringes others' intellectual property or privacy, or collect sensitive personal data (such as government ID numbers, card numbers or health information) without authorisation;

attack, probe or overload the Service, circumvent allowances or security limits, or scrape or reverse engineer the Service;

use the Service to build a competing product, or resell or sublicense it without our written consent;

break the rules of the channels you connect, such as WeChat.

If you breach this section, we may remove the content concerned, restrict features or suspend your account, and in serious cases end the Service.

7. Third-party services and channels

The Service can connect to third-party services you choose, such as messaging channels, your e-commerce system, webhook receivers and payment pages. Those services are provided by third parties under their own terms, and we are not responsible for their availability, content or conduct. Changes on their side, such as an API being retired or a policy change, may affect related features.

8. Plans, fees and payment

Paid plans are paid in advance at the price and for the period shown on the pricing page and do not renew automatically. If you do not renew, your account moves to the free plan and your data is kept.

AI replies beyond your plan's allowance are charged at the plan's overage rate from your prepaid balance. When both the allowance and the balance are used up, the AI stops answering and hands conversations to human agents until you top up or upgrade.

Prices exclude taxes, which you are responsible for unless the law requires us to collect them.

Payments are processed by our payment service providers. You bear losses and costs from failed payments, chargebacks or fraud, and we may suspend the related services.

9. Refunds

Except where the law or these Terms say otherwise, plan fees and balance top-ups are non-refundable, and balances cannot be withdrawn or transferred. When you change plans, the new plan starts immediately and unused time on the old plan is not refunded.

If the Service is unavailable for an extended period through our fault, contact us and we will agree on compensation, such as extending your plan.

If we end the Service because you breached these Terms, amounts paid are not refunded.

10. Price changes

We may change our prices. We give at least 30 days' notice of any increase, which applies from your next paid period; periods you have already paid for are not affected.

11. Availability and support

We work to keep the Service stable and available but do not promise it will be uninterrupted or error-free. We may pause some features for maintenance, upgrades or security, and will try to announce planned maintenance in advance.

We provide support by email and live chat. Unless agreed in writing, we do not offer a service level agreement (SLA).

Please keep your own copies of important data, such as the original files of your knowledge base.

12. Intellectual property

We or our licensors own the Service and its software, interfaces, documentation, trademarks and logos. Apart from the rights of use these Terms expressly grant, no rights are transferred to you.

Subject to these Terms, you may use AI output in your business.

We may use any suggestions or feedback you give us freely, without payment or other obligation to you.

13. Confidentiality

Each party will keep the other's non-public information obtained through the Service confidential, use it only to perform these Terms, and protect it at least as carefully as its own similar information, except where disclosure is required by law.

14. Disclaimer

To the fullest extent the law allows, the Service is provided "as is" and "as available". We make no warranties, express or implied, including of merchantability, fitness for a particular purpose, non-infringement, or the accuracy or reliability of AI output.

15. Limitation of liability

To the fullest extent the law allows, neither party is liable for indirect, incidental, special, punitive or consequential losses, including loss of profits, revenue, goodwill or data, even if told they were possible.

Our total liability arising from these Terms or the Service is limited to the fees you actually paid us in the 12 months before the event giving rise to the claim.

These limits do not apply to liability that cannot be limited or excluded by law, such as liability for fraud or wilful misconduct.

16. Indemnity

You will defend us against third-party claims arising from your customer content, your use of the Service, your transactions with shoppers or your breach of these Terms, and compensate us for the resulting losses and reasonable costs, including legal fees.

17. Suspension and termination

You may stop using the Service at any time and contact us to close your account.

We may suspend or terminate your account if you seriously or repeatedly breach these Terms, fail to pay, or your use creates risk or legal exposure for the Service, other customers or third parties. Where circumstances allow, we will notify you first and give you a chance to fix the problem.

If we decide to discontinue the Service as a whole, we will give at least 30 days' notice and refund prepaid, unused plan fees pro rata.

On termination your right to use the Service ends immediately. You may contact us within 30 days to export your customer content, after which we delete it as described in the Privacy policy. Terms that by their nature should survive termination (such as payment, intellectual property, disclaimers, limitation of liability, indemnity and dispute resolution) continue to apply.

18. Changes to these Terms

We may change these Terms and will post the new version here with an updated date. For material changes we notify you by email or in the console at least 30 days before they take effect, and continuing to use the Service after that means you accept them. If you do not agree, you can stop using the Service and close your account before the changes take effect.

19. Governing law and disputes

These Terms are governed by the laws of Singapore, without regard to its conflict of laws rules.

The parties will first try to resolve any dispute arising out of or relating to these Terms amicably. If it is not resolved within 30 days, it will be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) under the SIAC Rules in force at the time. The seat of arbitration is Singapore, the tribunal consists of one arbitrator, and the language is English. The award is final and binding on both parties.

Disputes may be brought only on an individual basis, not as a class, collective or representative action or arbitration.

Either party may seek interim relief, such as an injunction, from any court with jurisdiction.

20. General

Force majeure: neither party is liable for failing to perform because of events beyond its reasonable control, such as natural disasters, war, government action, network or power failures, or outages of third-party services.

Assignment: you may not assign these Terms without our written consent; we may assign them in a merger, acquisition or sale of assets.

Severability and waiver: if any provision is invalid, the rest remain in effect; our not exercising a right is not a waiver of it.

Entire agreement and language: these Terms and the documents they refer to are the entire agreement between the parties about the Service. These Terms are available in English and Chinese; if they differ, the English version prevails.

Notices: we send notices to your registered email or in the console; send formal notices to us at legal@yinke.ai.

21. Contact us

TIMES TECHNOLOGICAL SERVICES PTE. LTD. (UEN 202635650W), registered office: 152 Beach Road, #23-02, Gateway East, Singapore 189721. Support: support@yinke.ai. Legal: legal@yinke.ai.