These Terms & Conditions ("Terms") govern your access to and use of the Initio website and live chat platform (the "Service"), operated by Initio ("we", "us", or "our"). By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.
1. The Service
Initio provides live chat software that you embed on your website to talk to visitors in real time, capture leads, and route conversations. Features available to you depend on the plan you choose.
2. Eligibility and accounts
You must be at least 16 years old and able to form a binding contract to use the Service. You are responsible for the accuracy of your account information, for keeping your credentials secure, and for all activity under your account. You are responsible for your team members and agents who access your workspace.
3. Plans, billing, and payments
We offer a free plan and paid subscription plans (Starter, Growth, and Business). Paid plans are billed monthly or yearly, as you select at checkout.
- Polar as Merchant of Record. Our order process and payments are conducted by our online reseller, Polar (polar.sh), which is the Merchant of Record for all our orders. Polar handles the purchase, billing, invoicing, and the collection and remittance of any applicable taxes (such as VAT or sales tax). When you buy a paid plan, your purchase is also subject to Polar's Terms of Service and Polar's Privacy Policy.
- Auto-renewal. Subscriptions automatically renew at the end of each billing cycle at the then-current price until you cancel. By subscribing, you authorise Polar to charge your payment method on a recurring basis.
- Price changes. We may change plan prices. Changes apply to the next billing cycle and we will give reasonable advance notice.
- Taxes. Prices may be shown exclusive of taxes; any applicable taxes are calculated and charged by Polar at checkout.
4. Cancellation and refunds
You can cancel your subscription at any time from your account settings or the customer portal. When you cancel, your plan remains active until the end of the current billing period, after which it will not renew. Cancelling does not retroactively refund a period already paid, except as set out below.
Refund policy. If you are not satisfied, you may request a refund of your most recent subscription charge by contacting us at [email protected] within 14 days of that charge. Approved refunds are issued through Polar to your original payment method. Refunds are also handled in accordance with Polar's Terms of Service. The free plan involves no charge and therefore no refund.
5. Acceptable use
You agree not to use the Service to:
- break the law, infringe others' rights, or send spam, malware, or unlawful, abusive, or deceptive content;
- collect or process personal data without a lawful basis or required consent;
- attempt to disrupt, reverse-engineer, or gain unauthorised access to the Service;
- resell or provide the Service to third parties except as permitted by your plan (for example, white-label use on the Business plan).
6. Your data and responsibilities
You decide what data you collect from your website visitors through the Service, and you are the controller of that data. You are responsible for posting your own privacy policy, obtaining any required consents (including for cookies, chat, and marketing), and complying with applicable laws. Our handling of personal data is described in our Privacy Policy.
7. Your content and ownership
You retain ownership of the data, messages, and materials you and your visitors submit through the Service ("Customer Content"). You grant us a limited licence to host, process, and transmit Customer Content solely to provide and improve the Service. You represent that you have the rights necessary to provide that content.
8. Our intellectual property
The Service, including its software, design, and branding, is owned by Initio and protected by intellectual-property laws. These Terms do not grant you any right in our intellectual property other than the limited right to use the Service under your plan.
9. Third-party services
The Service may rely on or integrate with third-party services (such as Polar for payments and providers for hosting, email, and geolocation). We are not responsible for third-party services, which are governed by their own terms.
10. Availability and changes
We work to keep the Service available but do not guarantee uninterrupted or error-free operation. We may add, change, or remove features over time. We may perform maintenance that temporarily limits access.
11. Disclaimers
The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law.
12. Limitation of liability
To the maximum extent permitted by law, Initio will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill. Our total liability for any claim relating to the Service will not exceed the amount you paid us for the Service in the 12 months before the claim.
13. Indemnification
You agree to indemnify and hold Initio harmless from claims, damages, and expenses arising out of your use of the Service, your Customer Content, or your breach of these Terms or applicable law.
14. Suspension and termination
We may suspend or terminate your access if you breach these Terms, fail to pay, or use the Service in a way that risks harm to others or to the Service. You may stop using the Service at any time. On termination, your right to use the Service ends, and we may delete your data after a reasonable period.
15. Governing law
These Terms are governed by the laws of the Islamic Republic of Pakistan, without regard to conflict-of-laws rules. Subject to applicable law, the courts located in Pakistan will have jurisdiction over disputes relating to these Terms. Nothing in this section affects mandatory consumer-protection rights in your country of residence.
16. Changes to these Terms
We may update these Terms from time to time. We will post the updated version here and change the "Last updated" date. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.
17. Contact us
Questions about these Terms? Email [email protected] or write to us at Karachi, Pakistan.