Terms of Service

1. Acceptance of Terms

By creating an account, accessing, or utilizing the services provided by SupportGenie AI (“SupportGenie”, “Company”, “we”, “us”, or “our”), you (“Customer”, “User”, or “you”) agree to be legally bound by these Terms of Service. If you are entering into this agreement on behalf of a company, organization, or legal entity, you represent and warrant that you have full authority to bind that entity. If you do not agree to these terms, you must immediately discontinue use of the platform.

2. Description of the Platform

SupportGenie AI provides a cloud-hosted software-as-a-service platform that enables customers to synthesize, format, host, and embed searchable customer documentation and knowledge centers. The service includes autonomous markdown structuring, hosted public portals, in-app slide-out widgets, fuzzy search indexers, and reader feedback analytics.

3. Customer Data & Content Ownership

You retain 100% intellectual property ownership over all articles, notes, guides, assets, and branding uploaded to or synthesized through your SupportGenie account. SupportGenie AI claims no ownership, copyright, or commercial rights over Customer Content.

We process your notes strictly to provide the formatting, indexing, and hosting services you request. We do not sell, rent, or license Customer Content to third parties, nor do we use Customer Content to train public foundation models without your express written consent.

4. User Accounts & Workspace Security

You are responsible for safeguarding your login credentials and maintaining accurate account details. You agree to notify SupportGenie immediately of any unauthorized access or breach of security. SupportGenie will not be liable for any losses or damages arising from your failure to comply with security requirements.

5. Subscriptions, Invoicing & Payments

Free Plan: Our Starter plan is provided free of charge and includes 1 hosted help center and up to 10 AI article generations per calendar month.

Pro Plan: Pro subscriptions are billed on a recurring monthly basis ($39/month) or as otherwise specified at checkout. Payment processing and merchant-of-record services are securely facilitated via Lemon Squeezy. By subscribing, you authorize automatic recurring charges to your payment method.

Cancellation: You may cancel your subscription at any time directly through your dashboard. Upon cancellation, you retain Pro privileges until the end of your active billing cycle. Past payment receipts remain downloadable in your account settings indefinitely.

6. Acceptable Use Policy

You agree not to use the SupportGenie platform to:

• Publish content that is defamatory, illegal, fraudulent, or violates third-party intellectual property.
• Distribute malicious software, phishing links, or unauthorized tracking scripts.
• Perform automated denial-of-service or scraping attacks against platform infrastructure.
• Attempt to reverse-engineer, decompile, or access unauthorized platform source code.

7. Availability, Hosting & Service Level

SupportGenie AI leverages enterprise edge infrastructure designed for 99.99% operational uptime. While we implement continuous automated monitoring and multi-region redundancy, we do not guarantee uninterrupted or error-free availability. Scheduled maintenance windows are communicated in advance via dashboard notifications.

8. Limitation of Liability

To the maximum extent permitted by applicable law, in no event shall SupportGenie AI, its officers, employees, or licensors be liable for any indirect, incidental, punitive, or consequential damages (including loss of profits, data, or business goodwill) arising from your use of or inability to use the platform. Our total cumulative liability under these terms shall not exceed the fees paid by you to SupportGenie during the twelve (12) months preceding the claim.

9. Termination

Either party may terminate this agreement at any time. We reserve the right to suspend or terminate accounts that violate our Acceptable Use Policy or fail to fulfill required payment obligations. Upon termination, your right to use the service ceases, but all provisions regarding intellectual property, warranties, and liability limitations shall survive.

10. Contact Information

For legal inquiries, copyright notices, or questions regarding these Terms of Service, please contact our legal department at legal@supportgenie.app.