Terms of Service

By creating an account, you confirm that you have read, understood and accepted these Terms and the Privacy Policy, and you agree to be bound by them. This applies however you sign up, including with Google or Apple, and no separate signature is needed. Ticking the box at sign-up and using the Service also mean you accept them. Read the Privacy Policy too. If you do not agree, do not create an account or use the Service.

You must be at least 18 years old. If you use Questo for a business, you confirm that you are allowed to accept these Terms on its behalf, and “you” includes that business.

Questo lets you create AI support agents that answer your customers from the knowledge you give them, hand conversations to your team when they cannot help, and learn from your team’s replies. We grant you a personal, non-exclusive, non-transferable right to use the Service for your own business while these Terms apply.

Questo is currently in beta. Features may change, be added or be removed, and the Service may sometimes be unavailable while we improve it.

• Give accurate information when you sign up and keep it up to date.
• Keep your password and sign-in methods safe. You are responsible for everything that happens under your account, including the actions of team members you give access to.
• Tell us straight away at privacy@questo.example if you think someone has used your account without permission.
• Do not create accounts by automated means or pretend to be someone else.

• Questo has a free plan and paid monthly plans. Each plan includes a number of credits that renew on the 1st of every month (UTC). Answers and adding knowledge (reading web pages and indexing content) use credits, as shown in the dashboard before you spend them.
• Unused plan credits do not carry over to the next month. Credits you buy as a top-up do not expire when the month renews.
• Payments are processed by our payment provider, Polar, under its own terms. Subscriptions renew automatically each month until you cancel.
• You can cancel at any time from Billing. Cancellation stops the next renewal; you keep your plan until the end of the period you have paid for.
• Fees are non-refundable except where the law requires otherwise. Prices exclude taxes unless stated.
• We may change prices or plan contents. We will tell you at least 30 days before a price change affects you, and you can cancel before it does.
• When credits run out, the agent stops answering until they renew or you top up.

You keep all rights to the content you add to Questo (files, web pages, text, answers and settings) and to your customers’ conversations (“Your Data”). You give us permission to store, process and display Your Data only as needed to provide and secure the Service for you. We do not sell Your Data or use it to train AI models for anyone else.

For your customers’ personal data, you are the data controller and we process it on your instructions. You are responsible for:

• having the right to upload and use everything you add to Questo;
• telling your customers how their data is used (for example in your privacy policy) and having a lawful basis, including any consent required, to process it;
• not adding sensitive data the Service does not need, such as card numbers, passwords, health information or government ID numbers;
• complying with the data protection laws that apply to you and your customers, including the GDPR where relevant.

Questo uses AI models to write answers. It checks answers against your sources and hands a conversation to your team when it is not sure, but AI can still be wrong, incomplete or out of date.

• You are responsible for the knowledge, instructions and settings you give your agent, and for testing it before you put it in front of customers.
• You are responsible for what your agent tells your customers and for any decision you or they make based on it.
• Questo is a tool to help your team, not a replacement for human judgement. Do not use it for advice where a wrong answer could cause serious harm, such as medical, legal or financial advice.
• We are not liable for errors in AI-generated answers, or for any loss or claim that results from them.

You must not use the Service to:

• break any law, or infringe anyone’s intellectual property, privacy or other rights;
• send spam, or harass, threaten, deceive or harm anyone;
• upload unlawful, abusive or harmful content, or malware;
• try to break into, overload, probe or disrupt the Service, its security or other accounts;
• copy, resell or reverse engineer the Service, or use it to build a competing product;
• get around credit limits, usage limits or safety checks.

We may remove content or suspend accounts that break these rules.

If you connect Shopify, Questo gets read-only access to your orders, products, customers and store policies, and cannot change anything in your store. Your use of Shopify, Polar and any other third-party service is governed by their own terms. We are not responsible for their availability, their actions or their content.

We protect the Service and Your Data with reasonable technical and organisational measures, described in the Privacy Policy, and we take security seriously. However, no system connected to the internet can be completely secure.

To the fullest extent the law allows, we are not responsible for any loss or damage caused by hacking, malware or other unauthorised access by third parties that happens despite those measures, or by unauthorised access that results from your own account, devices or passwords being compromised. If a breach affects your personal data, we will tell you without undue delay and meet our legal duties to notify authorities. Nothing in this section limits any responsibility that the law does not allow us to limit.

You take full responsibility for your use of the Service, for Your Data, for your agent’s setup and answers, and for your dealings with your customers. Questo, and the person who owns and develops it, is not responsible for your obligations or liabilities to your customers or to anyone else.

You agree to defend and compensate (“indemnify”) Questo against any claim, loss, damage, fine or cost (including reasonable legal fees) arising from: your use of the Service; Your Data; a breach of these Terms or of any law by you or your team; or a claim by one of your customers or any other third party connected with your use of the Service.

The Service is provided “as is” and “as available”. To the fullest extent the law allows, we make no promises that it will be uninterrupted, error-free, secure or suitable for your purposes, or that any answer or data will be accurate, and we exclude all implied warranties.

You use the Service at your own risk. To the fullest extent the law allows, neither Questo nor the person who owns, runs and develops it is responsible for any loss, damage, cost or liability that you, your team, your customers or anyone else suffers in connection with the Service. This includes loss of money, sales, customers, data or reputation; decisions made on AI answers; the Service being unavailable; and your obligations to your customers or anyone else.

If, despite this, we are found liable, then to the fullest extent the law allows:

• we are not liable for any indirect or consequential loss, or for loss of profits, revenue, business, goodwill or data;
• our total liability for all claims relating to the Service is limited to the greater of the fees you paid us in the 12 months before the claim and USD 50.

These limits do not apply to liability that cannot be limited or excluded by law, such as for fraud, or for death or personal injury caused by negligence.

Sections that by their nature should continue after your account ends (including Your Data, Your responsibility and indemnity, No warranty, Limitation of liability and Governing law) continue to apply.

We may update these Terms. If a change is significant, we will tell you by email or in the dashboard, and you will be asked to accept the new Terms before you continue using the Service. If you do not agree, you can stop using the Service and delete your data.

These Terms are governed by the laws of India. If there is a dispute, please write to us first at privacy@questo.example so we can try to solve it informally. If we cannot, the courts of India have exclusive jurisdiction, unless the law of the country you live in gives you the right to bring a claim in your own courts.

• These Terms and the Privacy Policy are the whole agreement between you and us about the Service.
• If any part of these Terms cannot be enforced, the rest still applies.
• If we do not enforce a right straight away, we have not given it up.
• You may not transfer your account or these Terms without our written consent. We may transfer them if the Service is sold or reorganised, and we will tell you.
• We are not responsible for delays or failures caused by events outside our reasonable control.

Questions about these Terms? Write to privacy@questo.example.