Terms of Service

Docutize is a trading name of [Company legal name], a company registered in [country] (company number [number]), registered office [address]. "Docutize", "we", "us" and "our" mean that company.

"You" and "your" mean the business that holds a Docutize organisation: the legal entity named when these terms were accepted, as updated in Settings → Company (see Your company details). It isn't the brand your help center shows, and it isn't the person who clicked to accept.

The agreement between us is made up of:

• these Terms of Service;
• the Data Processing Agreement ("DPA"), which covers the personal data we process for you and forms part of these terms;
• the plan you choose, with the fees and limits shown on our pricing page or in your dashboard when you choose it; and
• any separate agreement or order form signed by both of us.

How these fit together if they ever disagree is set out under General. Our Privacy Policy explains how we handle personal data for our own purposes. It's a notice, not part of the contract.

In these terms:

• Service - Docutize as we provide it from time to time: the dashboard, your help center, warranty claims, emails, AI features and everything they include.
• Organisation - your account on Docutize. It holds your content, settings, team and plan.
• Brand name - the name your organisation uses on your help center, in emails and in the dashboard.
• Company details - the details of the legal entity behind your organisation, kept in Settings → Company: legal company name, company number, VAT or tax ID, registered address, billing email and contact, phone, website and privacy contact email.
• Team member - someone you let into your dashboard, as an owner, admin or member.
• End user - one of your own customers, or anyone else, who uses your help center or the claim wizard. The dashboard calls them "Customers".
• Help center - your public site at your-brand.docutize.io, including its knowledge base, search, AI answers and chat, warranty claims, product registration, support requests and end-user accounts.
• Help-center privacy notice - the privacy notice at your-brand.docutize.io/privacy that we generate for your help center (see Help-center privacy notice).
• Your content - everything you, your team or your end users put into Docutize, or that we generate for you from it: documents, web links, products, parts, orders, forms, claims, registrations, files, messages, notes, settings, company details and AI output.
• AI features - the parts of the service that use artificial intelligence (listed under AI features), and AI output - anything they produce: answers, chat replies, reply drafts, summaries, subjects, suggested claim changes, extracted parts and reworded searches.
• Usage data - information about how the service is used and how it performs (see Usage data and AI training).
• Fees - what you pay for your plan and anything else these terms charge for, such as extra warranty claims, extra seats and extra AI chat resolutions. Billing period - the month or year a plan is paid for.
• Data protection law - the UK GDPR, the Data Protection Act 2018, the EU GDPR where it applies, and any other law about personal data that applies to either of us. Personal data, controller, processor, processing and data subject have the meanings they have in that law.
• Business day - Monday to Friday, except public holidays in England.

Headings are for convenience only. "Including" and "for example" don't limit what comes before them. "In writing" includes email. A law means that law as amended or replaced.

How the agreement is made

To create an organisation, the person creating it must tick a box that says: "I agree to the Terms of Service and the Data Processing Agreement on behalf of [legal company name], and confirm I'm authorised to bind it. I've read the Privacy Policy." Ticking that box and creating the organisation is an electronic signature. It binds the company named to these terms and the DPA from that moment, as if they had been signed on paper. Subscribing to a plan and using the service confirm that acceptance.

Authority

The person who accepts confirms they're authorised to bind the company named. If they aren't, they accept these terms personally as well and may be liable to us for any loss that causes. A company that uses the service after someone has accepted for it is bound too.

Businesses only

Docutize is a service for businesses. By accepting, you confirm that you're acting for the purposes of your trade, business or profession, and not as a consumer, and that you won't use Docutize for personal, family or household purposes. Laws that protect only consumers - including consumer cancellation rights and consumer subscription rules - don't apply to this agreement.

Records of acceptance

When these terms or the DPA are accepted, we record:

• who accepted: their Docutize login and its email address;
• the legal company name, brand name and country entered;
• the version of the Terms of Service, the DPA and the Privacy Policy accepted or acknowledged;
• the time, and the IP address and browser used.

These records are evidence that the agreement was made, and its terms. We keep them after your organisation is deleted and remove them six years after your account closes, as our Privacy Policy explains. Your owners and admins can see your organisation's records in Settings → Company.

Team members

Team members use Docutize under your agreement. Each of them agrees, when they create a login, to use Docutize only in line with these terms. You're responsible for them (see Your account and team).

If you don't agree to these terms, don't create an organisation or use the service.

Brand and legal entity

Your organisation has a brand name, which your help center, emails and dashboard show, and separate company details for the legal entity behind it. The contracting party is that legal entity, as named when these terms were accepted and as updated in Settings → Company - not the brand. If you trade under several brands, each organisation's agreement is with the legal entity named for it.

Keeping them accurate

• You must keep your company details accurate, complete and current, and update them promptly when anything changes. Owners and admins can edit them.
• Before your first paid plan you must give at least your legal company name, registered address and billing email.
• We may ask for reasonable evidence of your company's identity, details or authority - for example for tax, fraud or sanctions checks - and may hold back a paid plan until we have it.

How we use them

• To identify who our contract is with, and to send notices.
• On invoices and receipts. We send Stripe your legal company name, address, billing email, phone, tax ID and company number so it can issue them and work out tax.
• In your help-center privacy notice: your legal company name, registered address, country and privacy contact email (or, if you haven't given one, your help center's support email) are published there as the details of the controller, unless you replace the notice with your own.

You're responsible for the consequences of inaccurate or incomplete company details - for example an invoice in the wrong name, tax charged wrongly, or a notice that doesn't reach you - and for any extra tax, interest or cost that results.

Changing the legal entity

Updating your own company's details - a new name or address, say - is fine. Replacing it with a different legal entity (for example after selling the business, or moving it into another company in your group) transfers this agreement, which needs our agreement in writing: email hello@docutize.io. A new entity named in your company details is bound by these terms once it uses the service, and until we've agreed the transfer the original entity stays responsible too, including for fees.

• Give us accurate details when you sign up, and keep them up to date.
• Team members sign in with an email and password, or with Google or Microsoft where it's available.
• Roles: owners and admins manage branding, the help center, company details, billing, the team and deleting the organisation. Members use the everyday features. Only owners can make or change owners.
• Each login is for one person. Don't share logins. Seats count team members and pending invites.
• You're responsible for your team: who you invite and the role you give them, what they do in Docutize, removing people who leave, and keeping sign-in details safe. Anything done by someone signed in to your organisation is treated as done by you.
• We may rely on instructions from anyone signed in as an owner or admin of your organisation, or sent from an owner's email address or your billing email. If people disagree about who controls your organisation, we may rely on your company details and on evidence of authority, and may pause changes to roles, billing or deletion until it's resolved. We aren't liable for acting in good faith on such instructions.
• Removing a team member ends their access to your organisation. Their login itself stays until they ask us to delete it.
• Tell us straight away at hello@docutize.io if you think someone has got into your account without permission, and change the affected passwords.

Free trial

• New organisations start with a 14-day free trial. You don't need a card to start it.
• The trial has its own, smaller limits (see pricing). AI chat isn't included.
• When the trial ends, uploading documents and adding web links stop until you subscribe. We may limit other features of an ended trial.
• If you don't subscribe, we delete the organisation and its data 30 days after the trial ends (see Data retention and deletion).
• A trial is free and provided as it is. We may refuse a trial, change what it includes, or end it early - for example if we think it's being misused. One trial per business: don't open several organisations to get more.

Plans

• Paid plans (Starter, Growth and Scale) are billed monthly or annually. What each includes and costs is on our pricing page. Larger plans are by separate agreement.
• Some features depend on your plan. For example, AI chat is only on Growth and Scale.
• The limits that apply are those of the plan you're on. We may change the plans we offer and their limits for new subscriptions at any time; changes to a plan you already have follow Fees, payment and taxes (price changes) and Changes to the service.

Limits

• Storage is a hard limit. One pool covers documents, claim evidence, ticket files and proofs of purchase (not logos or product images). When it's full, uploads stop until you free space or upgrade.
• Warranty claims are a soft limit. Claims are never blocked; extra claims are charged (see Fees, payment and taxes).
• AI answers and AI chat messages come in monthly pools, separately for your team and your help center. When a pool runs out, the AI features drawing on it pause for the rest of the calendar month and search keeps working without AI. The pools themselves aren't charged for.
• AI chat resolutions - a help-center AI chat that the assistant answered and that didn't reach your team (nobody handed it over, and a signed-in end user opened no request around it) - come with a monthly allowance on plans that include AI chat. Resolutions over it are charged (see Fees, payment and taxes).
• Seats (team members plus pending invites): your plan includes a number of seats. On a paid plan billed through Stripe you can add more, each charged as an extra seat (see Fees, payment and taxes); otherwise you can't add more than your plan includes.
• Rate limits protect the service - for example, on help-center searches, AI chat messages, order lookups and proof-of-purchase uploads. We may change them to keep the service working for everyone.

Paying

• Fees are in US dollars, as shown when you subscribe.
• Payments go through Stripe. We never see or store your full card number. Stripe's own terms apply to the payment.
• You pay in advance for each billing period. Your plan renews automatically for the same period, at the then-current price, until you cancel. You authorise us, through Stripe, to charge your payment method for each renewal and for everything else these terms charge for.
• Manage your payment details, invoices and plan in Settings → Billing, which opens Stripe's customer portal.
• Extra claims: each warranty claim over your plan's monthly allowance (counted per calendar month) adds US$0.15 to your next invoice. Without a running paid plan - during a trial, or after a paid plan has ended - extra claims aren't charged.
• Extra seats: each seat over the number your plan includes is US$29 a month on a monthly plan, or US$290 a year on an annual plan, added to your subscription when the seat is taken and removed when it's freed, prorated for the part of the billing period it was held.
• Extra AI chat resolutions: each resolution over your plan's monthly allowance (counted per calendar month, by the chat's last message) adds US$0.99 to your next invoice. Without a running paid plan, resolutions aren't charged.
• Shipping labels: each live label your team buys through Docutize adds US$0.10 to your next invoice. Postage, and any fees of the provider's own, aren't ours to charge: the shipping provider you connect charges them to your own account with that provider, under its terms, and any refund of postage for a voided label is that provider's and the carrier's to give. Test labels, labels bought without a running paid plan, and labels voided before the invoice is made aren't charged. If the carrier refuses a voided label's refund, the label is charged after all.
• You pay fees in full, without deducting or setting off any amount you say we owe you, except where the law doesn't allow that to be excluded.

Invoices

• Stripe issues invoices and receipts using your company details. Keep them accurate (see Your company details).
• If you think an invoice is wrong, tell us at hello@docutize.io within [30] days of its date, with your reasons. Pay any part you don't dispute on time. We'll work with you in good faith to resolve it.

Taxes

• Fees don't include VAT, sales tax or similar taxes. You pay any that apply, apart from taxes on our income. [confirm how VAT and sales tax will be charged - e.g. UK VAT added for UK customers; for business customers outside the UK, any VAT or similar tax accounted for by you under the reverse charge, using the tax ID in your company details]
• If the law requires you to withhold or deduct tax from a payment to us, you pay an extra amount so that we receive what we would have received without it.
• You're responsible for giving us a valid tax ID where one affects the tax charged, and for any tax, interest or penalty that results if it's wrong or missing.

Failed and late payments

• If a payment fails, Stripe retries it, and your plan keeps working meanwhile. If it still hasn't gone through when the retries end, your paid plan may end, and your organisation then works like an ended trial (see Changing plans, cancelling and refunds).
• If any amount is still unpaid [14] days after we tell you it's overdue, we may suspend your account (see Suspension).
• We may charge interest on overdue amounts under the Late Payment of Commercial Debts (Interest) Act 1998, with the fixed compensation and reasonable recovery costs that Act allows [or a contractual rate instead, e.g. 4% a year above the Bank of England base rate].
• Amounts invoiced stay payable after a plan ends, after your organisation is deleted and after the agreement ends.

Price changes

We'll give you at least [30] days' notice of a price change for your plan, by email or in the dashboard. New prices apply from your next renewal after the notice period, so you can cancel before then. Prices for new subscriptions on our pricing page may change at any time.

Changing plans

• With a running plan, you switch to another plan, or between monthly and annual billing, through Stripe's customer portal (Settings → Billing). Stripe shows the amount before you confirm.
• Stripe works out any proration. A switch between plans is usually charged or credited on your next invoice; a switch between monthly and annual billing is charged straight away. Credits are applied to future invoices, not paid out.
• Moving to a smaller plan: its limits apply once the change takes effect. What you already have stays, but you can't add more until you're within the new limits. AI chat switches back to single AI answers automatically below Growth.
• A cancelled plan that's still running must be renewed before it can be switched.

Cancelling

• You can cancel at any time in Settings → Billing. Your plan keeps running until the end of the billing period you've paid for, then doesn't renew. You can renew it before then.
• Once it has ended, your organisation works like an ended trial until you subscribe again: your help center stays up and everything you've added stays, at the trial's limits, but you can't upload documents or add web links, and other features may be limited. After 90 days we delete it (see Data retention and deletion).
• Cancelling doesn't delete your data straight away. To delete it sooner, delete your organisation (see Ending the agreement).

No refunds

Fees you've paid aren't refunded, including for part of a month or year, for features or allowances you didn't use, or when you delete your organisation or we suspend or end your account because you broke these terms. A cancelled plan runs until the end of the period you've paid for instead. The only exceptions are:

• where the law requires a refund;
• if we charge you by mistake; and
• where these terms say we'll refund fees prepaid for an unused period - if we end the agreement without cause (see Ending the agreement), and in the cases set out under Changes to the service, Indemnities and the DPA's subprocessor objection right.

We don't keep organisations that no longer have a trial or plan running:

• An organisation that doesn't subscribe is deleted 30 days after its trial ends.
• An organisation whose paid plan has ended (cancelled, or ended because payment failed) is deleted 90 days after the plan ends.
• We email the organisation's owners and admins 30 days and 7 days before, and the date shows in the dashboard. We delete only once both emails have gone out, so a late email moves the date later, never earlier. Make sure the owners' and admins' email addresses work.
• Subscribing again before the deletion date keeps everything and cancels the deletion.
• Deletion removes everything, as when you delete the organisation yourself (see Ending the agreement): your content, your end users' data and their help-center logins, and your help center. It can't be undone. Export what you need first (see When the agreement ends).
• When we delete an organisation under this section, the agreement for it ends.

We aren't obliged to keep your data for longer than these periods, and we aren't liable for deleting it in line with this section. Copies in backups expire as the Data Processing Agreement describes.

• You own your content. We don't claim any rights in it beyond those you give us here.
• You give us, and the subprocessors we use, a worldwide, non-exclusive, royalty-free licence to host, copy, store, process, transmit, display, format and adapt your content (for example, extracting text from documents, indexing it for search and generating AI output from it) as needed to provide, secure, maintain and support the service, to meet our legal obligations and as these terms otherwise allow. It ends when the content is deleted (copies in backups expire as the Data Processing Agreement describes).
• You promise that you have all the rights, permissions and consents needed for your content and for us to use it under this licence; that it's lawful and doesn't infringe anyone's rights; and that the information you publish is accurate. That includes web pages you add by link, which our servers fetch from the website.
• When you import content from another service (for example, guides from Dozuki), you confirm that you own it or have the right to import it, and you're responsible for following that service's terms. We fetch only what your own access to that service allows, at a measured pace, and use any API key or token you give us only for that import; we don't keep it. We aren't affiliated with those services, and their names are trademarks of their owners.
• Your help center publishes your Public documents to anyone on the internet, and AI answers on your help center are based on them. Choose carefully what you make Public; Internal documents never reach your help center.
• As between us, you own the AI output generated for you, to the extent any rights exist in it. We don't promise that AI output is unique, protectable or free of other people's rights.
• We don't monitor your content and aren't responsible for it, but we may remove or disable content that we reasonably believe breaks these terms or the law, or that we're required to remove.

• Usage data is information about how the service is used and performs - for example counts of documents, claims and AI answers, feature use, plan usage, performance, errors and logs. It isn't your content.
• We may collect and use usage data to run, bill, secure, maintain and improve Docutize and to produce statistics. Outside your own account we use it only in aggregated or de-identified form, so that it doesn't identify you, your end users or any person. Usage data, and what we make from it, belongs to us.
• No AI training on your content. We don't use your content or your end users' personal data to train AI models - ours or anyone else's. Our AI providers process what we send them to produce AI output, and don't train their models on it: Anthropic's commercial terms don't allow it, and we've opted out of Voyage AI's training.

• Docutize - its software, design, documentation, templates (including the preset claim request types and the help-center privacy notice template), brand and usage data - belongs to us and our licensors. These terms don't transfer any of it to you.
• While your trial or plan runs, we give you a non-exclusive, non-transferable right to use the service for your own business, for your team to use the dashboard and for your end users to use your help center, in line with these terms. You get no other rights.
• Your help center may show "Powered by Docutize".
• If you or your team send us feedback, ideas or suggestions, we may use them for any purpose, for free and forever, without owing you anything or keeping them confidential.

Your end users are your customers, not ours. Your relationship with them - including any terms, warranty, promise or policy you give them - is yours. We don't have a contract with them, and you deal with their questions, complaints and claims. Emails to your end users go out in your name and branding, and you're responsible for what your team writes in them.

You decide what your help center collects about your end users and why. For that data you're the controller and we're your processor (see Data protection). You must:

• Tell your end users how you use their data, in a privacy notice - the help-center privacy notice or your own - and keep it accurate.
• Have a lawful basis for everything you collect and do with their data - including signals (IP address, approximate location and device), which are on by default and can be switched off in your Inbox settings, orders you import, and claim checks.
• Get consent, and give any other notice, wherever the law requires it.
• Answer your end users' requests about their data. Docutize gives you the tools: export a customer's data (JSON), correct their details or email, delete their account, and switch signals off. Deletion requests appear in your dashboard - respond to them within one month.
• Collect only what you need. Don't use forms, requests or uploads to collect payment card numbers, passwords, government ID numbers, special category data (such as health information) or criminal offence data, or knowingly collect children's data, unless it's necessary and lawful and you've put the safeguards the law requires in place.
• Make sure your end users use your help center lawfully and in line with Acceptable use, and act on misuse you become aware of (you can block an end user's account).

What it is

Every help center has a privacy notice at your-brand.docutize.io/privacy. Unless you link your own instead, we generate it for you from your settings and company details: who you are (legal company name, registered address, country and privacy contact), and which features your help center uses - end-user accounts, support requests, warranty claims, product registrations, imported orders, AI answers or chat, and signals. It's linked in your help center's footer and under sign-up, new requests, the claim wizard and chat.

It's shown unless you replace it

The generated notice is on by default. By using Docutize, you accept that it's shown on your help center unless and until you replace it with a link to your own notice, which you can do at any time in Settings → Help center. Owners and admins are asked to review it.

It's your notice

• We provide the generated notice as a convenience: a tool to help you inform your end users. Generating it isn't a service we perform for you, and it isn't advice.
• It's published as your notice, in your name, to your end users. You're the controller of your end users' data, and you alone are responsible for the notice being accurate and complete, for the lawful bases and retention periods it relies on, and for it meeting the requirements of every jurisdiction where you operate or your end users are.
• It covers only the processing that happens through Docutize. Anything you do with personal data elsewhere - in your shop, your own systems, other providers or your marketing - is yours to cover in your own notice.
• You must review it before relying on it, and again whenever you change your settings or company details or we tell you it has changed. Keep your company details current, because the notice shows them. If anything in it is wrong or missing for your business, replace it with your own.

Updates

The notice changes automatically when your settings or company details change. We may also update the template at any time - for example when features change, or to reflect law or guidance - and the update may appear on your notice straight away. We'll tell your owners and admins about material changes by email or in the dashboard.

No promise that it's compliant

We make no promise that the notice meets any law, is complete, or suits your business. It isn't legal advice, and we don't act as your lawyer or data protection adviser. Take your own advice.

If you link your own notice

You're responsible for it, including that it tells your end users about Docutize and our subprocessors where the law requires, and that the link keeps working.

Indemnity

You indemnify us against claims, losses and costs arising from the help-center privacy notice, whether ours or your own, and from your own privacy compliance (see Indemnities).

You, your team and your end users must not, and must not help anyone else to:

• Break the law or anyone's rights, or upload or publish content that's unlawful, harmful, defamatory, obscene, hateful, harassing, misleading or that infringes someone else's rights.
• Upload malware or other harmful files. We don't virus-scan uploads.
• Try to access another organisation's data, another person's account, or any part of the service you aren't allowed to use. Don't probe, scan or test our security without our written permission - report security issues to hello@docutize.io.
• Get around plan limits, rate limits, AI pools or other restrictions - for example, by opening several organisations or trials, or sharing logins.
• Scrape, copy, frame, reverse-engineer or decompile the service (except as far as the law allows), access it by automated means other than its own interfaces, or use it - or AI output - to build or train a competing product or AI model.
• Misuse the AI features - for example, trying to make them reveal data they shouldn't, ignore their instructions or produce harmful content, or using them for anything other than your own support and warranty work. Use of the AI features must also follow our AI providers' usage policies, such as Anthropic's Usage Policy.
• Use the service, or AI output, as the basis for safety-critical decisions, or anywhere an error could cause death, injury or serious damage, without qualified human judgement.
• Send spam, use the help center or our emails for unsolicited marketing, or use them to deceive, phish or impersonate anyone.
• Resell, sublicense or rent the service, run help centers for other businesses through your organisation, or overload or disrupt it.
• Use the service in breach of sanctions or export control laws.

If this section is broken, we may remove content, block an end user, suspend your account or end the agreement (see Suspension and Ending the agreement), and we may report unlawful activity to the authorities. You'll cooperate with any investigation we reasonably make.

Where Docutize uses AI

• Help center: a single AI answer above search results (the default), and AI chat (Growth and Scale).
• Knowledge Base: the AI panel for your team, with chat on Growth and Scale.
• Support desk: reply drafts, request subjects (on Growth and Scale, written automatically for each new help-center request), AI-chat handoff summaries and customer summaries.
• Warranty: parts extraction from a claim's description, and draft changes to a claim when an end user asks for one (amendments).
• Search: matching by meaning, and rewording questions to find the right passage.

What you need to know

• AI answers are based only on your own documents - on your help center, only your Public documents. Never the web, and never another organisation's data. Internal documents never reach your help center.
• AI can be wrong, incomplete, out of date or misleading, even when it shows sources and sounds confident. It's only as good as your documents. AI output isn't a statement or advice from us. Your team must review it before relying on it or passing it on.
• Don't rely on AI output for decisions about safety, legal rights or money - such as whether a product is safe to use, what your warranty or the law requires, or whether to accept a claim or give a refund - without a person checking it. If your documents cover safety (electricity, batteries, heat, chemicals, assembly), point end users to your official instructions, and consider excluding those categories from AI answers.
• Help-center AI answers show their sources and a fixed notice that they're AI-generated, plus an optional note from you. A confidence check means some questions get search results only, with no AI answer.
• A person stays in charge. AI drafts never send themselves. Claim changes (amendments) need a team member's approval before they take effect.
• Parts extraction runs only when a team member asks for it on a claim: it reads what the customer wrote and adds the parts it finds to the claim, marked as AI, for your team to check, edit or remove before acting on them.
• You choose the level for your help center - search only, AI answer (the default) or chat - and can change it at any time.
• AI features depend on our AI providers. They may be slower or unavailable at times, and we may change the models and providers we use (new subprocessors follow the DPA). Our AI providers are listed in the DPA.

As between you and us, you're responsible for how you use AI features, for decisions you make and content you send based on AI output, and for AI answers given to your end users from your documents.

AI chat is a real, multi-turn conversation with your documents - on your help center for your end users, and in the Knowledge Base for your team. It's only on Growth and Scale.

Before chat can be switched on, an owner or admin must read and accept a risk acknowledgment in the dashboard - once for your help center and once for your team's internal chat. We keep a record of who accepted it and when. The acknowledgment is part of these terms and still applies if you switch chat off and on again or change plans.

Help-center chat

By switching it on, you accept that:

• Errors can compound. A conversation can build on a small mistake across several messages. That's a different, larger risk than a single AI answer.
• It's real liability exposure for your business. If an end user acts on wrong information the chat gave them, that's your responsibility as between you and us - not just a gap in your documentation. This doesn't cover our own breach of these terms, such as a security failure on our side.
• Costs are less predictable. Conversations vary in length and each message uses your monthly chat allowance. When it runs out, the help center falls back to search.
• You're responsible for monitoring it. Review transcripts regularly in Help center → View conversations - don't just switch it on and forget it. Your end users are told your team may review their conversations.

Internal chat

• Errors can compound, just as they can on your help center.
• A wrong answer can still reach a customer if a team member relies on it - and there's no AI notice in front of the customer when they do.
• Conversations are private to each team member and aren't reviewed automatically. Treat the chat as an assistant to check against your own documentation, not a source of truth to repeat word for word.

Safeguards (not guarantees)

• Answers come only from your documents, with a confidence check before anything is generated.
• When the check fails, the help-center chat gives a fixed reply and offers "Talk to a person", which opens a support request with the transcript.
• Limits of 20 messages a conversation and 60 a day per visitor or account.
• If you move below Growth, chat switches back to single AI answers. You can switch it off at any time.

These safeguards reduce the risks above; they don't remove them.

Docutize is software that helps you run support and warranty work. It isn't a party to your warranty and doesn't make decisions for you. You alone are responsible for:

• your products: their design, quality, safety, compliance, labelling, recalls and any harm they cause;
• the information about them - your documents, product and part details, warranty periods and the answers your help center gives from them;
• your warranty terms and policies, and meeting your obligations to your end users under consumer, product safety and other law;
• every decision about claims and registrations: approving or rejecting them, replacements, repairs, refunds, returns and shipping;
• carriers, deliveries, customs and duties. Shipping labels your team buys through Docutize come from the shipping provider you connect: that provider and the carrier make the label and set its price, and we pass on only what your team gives us (the addresses, the parcel and any customs details), so check them before you buy. Customs declarations are made in your name and certified in the name of the signer set in your label defaults, or else the team member who buys the label; that name can be changed before buying. Your team is responsible for each declaration, whoever is named on it. Tracking numbers link to carriers' own websites; we don't follow parcels on their way, and aren't responsible for carriers, deliveries, customs declarations or duties.

Checks and flags are aids, not decisions. Claim checks (such as an IP country that differs from the delivery country, or a serial number on more than one account), out-of-warranty flags, order matching and automatic registrations are prompts for your team, worked out from the data and settings you provide - including warranty periods, start dates and part overrides. They can be wrong or incomplete. Check before you act on them; don't refuse a claim on a flag alone.

The Data Processing Agreement (DPA) forms part of these terms. It covers personal data we process on your behalf - mainly your end users' data and any personal data in your content - and meets Article 28 of the UK GDPR and EU GDPR. You accepted it with these terms.

• For that data, you're the controller (or a processor acting for another controller) and we're your processor. We process it only on your documented instructions, as the DPA sets out.
• The DPA lists our subprocessors, our security measures and our international transfer arrangements, and sets out how we help with requests, breaches, deletion and audits.
• For data we handle for our own purposes - team members' accounts, billing, company details, records of accepting these terms and our website - we're the controller. Our Privacy Policy explains it.
• Each of us will comply with data protection law in what it does under this agreement.
• Where the DPA and these terms conflict on data protection, the DPA wins. Liability under the DPA is subject to Limitation of liability.

• Each of us keeps the other's confidential information private. That includes your content, our non-public product, pricing and security details, and the terms of any agreement we negotiate with you.
• Each of us uses it only for this agreement, and shares it only with staff, subprocessors, professional advisers, and potential investors or buyers, who need it and are bound to keep it confidential. Each of us is responsible for those it shares with.
• This doesn't cover information that's public (other than through a breach of this section), already known to the receiver, independently developed, or lawfully received from someone else. Either of us may disclose information when the law, a court or a regulator requires, giving notice where allowed.
• When the agreement ends, each of us stops using the other's confidential information, apart from copies in backups or kept where the law requires, which stay confidential.
• This lasts during the agreement and for [5] years after - and for your content, for as long as we hold it.

We may name your business (its brand name and legal company name) and show its logo as a Docutize customer - on our website, in marketing and sales material, and to investors - without endorsing anything on your behalf. You can ask us to stop at any time by emailing hello@docutize.io. We'll stop new uses within [30] days, but don't have to withdraw material already printed or published before then.

Some parts of the service rely on, or link to, services run by others under their own terms:

• Stripe, for payments, invoices and the customer portal;
• Google and Microsoft, if your team chooses to sign in with them;
• carriers' websites (such as DHL and 17TRACK), for tracking links;
• websites your team adds to your Knowledge Base by link, which our servers fetch;
• services your team connects to Docutize (Shopify, GitHub, Google Drive, Notion and YouTube), which we read from with the access your team gives them, only for what your team chooses, and stop reading from when you disconnect them;
• the shipping provider your team connects (such as Shippo), for rates, labels and customs forms, which charges your own account with it for postage, under its own terms;
• help centers your team imports articles from (such as Zendesk, Help Scout, Intercom and Gorgias), which we read for that import with the keys your team enters, and don't keep.

We aren't responsible for these services, their availability, changes or content, or for what happens when you or your end users use them. Our own providers that process personal data for you are subprocessors under the DPA, and we stay responsible for them as the DPA says.

• We work to keep Docutize available and reliable, but we don't offer a service level agreement or uptime guarantee. Maintenance, updates, our providers and outside events can interrupt it.
• Background work is best-effort: document processing (with a Retry button), emails (a failed email doesn't stop the action it was about) and the daily job (reminders, deletion notices and data clean-up). Any of these can occasionally be delayed or fail.
• We don't virus-scan uploaded files - documents, claim evidence, proofs of purchase or ticket attachments. We check their type and size, store them privately and share them only through short-lived links, but treat files from end users as you would any email attachment.
• Keep your own copies of your documents and of any records you need. Docutize isn't a backup or record-keeping service. Our database provider's backups are of the whole service, kept to recover from a failure - we can't promise to restore one organisation's data, or something deleted by mistake.
• We give support by email at hello@docutize.io - see Support. We aim to reply within a reasonable time but don't promise response times.

• We keep developing Docutize. We may change the service, add or remove features, and change limits, rate limits, AI models and providers.
• If we remove a major feature of a plan you pay for, we'll tell you at least [30] days before. If the removal significantly reduces what your plan gives you, you can end your plan within that time and we'll refund fees prepaid for the unused period. That's your only remedy for the removal.
• We may make changes straight away where the law, security, or one of our providers requires it.
• Features we label beta, preview or early access are provided as they are, may change or be withdrawn at any time, and aren't covered by any promise in these terms.

We may suspend all or part of your access - your help center, AI features or sign-in, for example - if:

• fees are still unpaid after we've told you (see Fees, payment and taxes);
• you, your team or your end users break Acceptable use or the law;
• it's needed to stop a security risk or harm to the service, to us, to other customers or to end users;
• we reasonably suspect fraud, or your company details turn out to be false; or
• the law, a regulator or one of our providers requires it.

We'll tell you before we suspend where that's reasonable, or as soon as we can afterwards, and restore access once the problem is fixed. Suspension because of you doesn't stop fees running, and we aren't liable for a suspension made in line with this section.

You can end it at any time

Delete your organisation in Settings → Danger zone (owners and admins; you type the organisation's name to confirm). This:

• cancels your Stripe subscription straight away and drops any extra-claim charges not yet invoiced, so there are no further charges (invoices already issued stay payable, and nothing is refunded);
• permanently deletes your organisation's data from the live service and empties its file storage;
• deletes your end users' help-center logins.

It can't be undone. Team members' own logins aren't deleted; they can ask us to delete them. You can also cancel your plan and let the retention periods run (see Data retention and deletion).

We can end it

• For any reason, with [30] days' notice, refunding fees prepaid for the unused period.
• Straight away by notice, if you seriously breach the agreement and don't fix the breach within [14] days of our notice (or it can't be fixed), or you repeatedly breach it.
• Straight away by notice, if fees are unpaid [30] days after we tell you they're overdue; if you seriously break Acceptable use; if continuing would break the law or sanctions; or, as far as the law allows, if you become insolvent - you can't pay your debts as they fall due, an administrator, receiver or liquidator is appointed, you make an arrangement with your creditors, a winding-up order or resolution is made, or anything similar happens anywhere, or you stop trading.
• Straight away, by deleting an organisation under Data retention and deletion.
• A free trial at any time.

You can end it for our breach

If we seriously breach the agreement and don't fix the breach within [30] days of your notice, or become insolvent, you can end it straight away by notice, and we'll refund fees prepaid for the unused period.

Export first

Before your organisation is deleted, export what you need: download your documents, export claims as CSV, export your customer list as CSV, and export any customer's data as JSON. There's no single export of everything. Once the organisation is deleted we can't give you your data.

What happens

• Your right to use the service ends, and your help center goes offline.
• Your data is deleted when the organisation is deleted. If the agreement ends some other way, we delete it within [30] days. Copies in backups expire as the Data Processing Agreement describes.
• We may keep what the law requires, billing records, records of accepting these terms (removed six years after the account closes), and what we need to establish, exercise or defend legal claims.
• Fees owed up to the end stay payable. Ending the agreement doesn't affect rights either of us had already gained.

What continues

Sections that by their nature should continue do so, including: fees owed, your content (the licence, until deletion), usage data, our property and feedback, your end users, the help-center privacy notice, your products and warranty programme, confidentiality, data protection and the DPA (while we hold your personal data), this section, promises and disclaimers, limitation of liability, indemnities, and the general and dispute terms.

Your promises

You promise that you're a business able to enter this agreement, that the person accepting for you was authorised, that your company details are accurate, that you have the rights described under Your content, and that you'll use the service in line with this agreement and the law.

Our promise

We'll provide the service with reasonable skill and care. If it doesn't meet that promise, tell us with details. We'll fix the problem within a reasonable time, or, if we can't, either of us may end the affected plan and we'll refund fees prepaid for the unused period. That's your only remedy for breach of this promise.

Disclaimers

• Apart from that promise and anything else these terms expressly say, the service is provided "as is" and "as available". As far as the law allows, we exclude all other warranties, conditions and terms, whether implied by law or otherwise - including that the service is of satisfactory quality or fit for a particular purpose, uninterrupted, error-free or completely secure, that AI output or checks are accurate, or that the help-center privacy notice meets any law.
• We don't promise that the service will meet your legal obligations - under consumer, warranty, product safety, data protection or any other law. That's for you to judge.
• We don't give legal, warranty, safety, data protection or product advice. Your help center content and your decisions are yours.

Please read this section carefully. It limits what we're responsible for.

What isn't limited

Nothing in the agreement limits or excludes:

• liability for death or personal injury caused by negligence;
• liability for fraud or fraudulent misrepresentation;
• any other liability that the law doesn't allow to be limited or excluded;
• your obligation to pay fees, or your liability under Indemnities, for breaking Acceptable use, or for infringing our intellectual property.

Losses neither of us is liable for

Subject to "What isn't limited", neither of us is liable to the other, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation, restitution or otherwise, for any:

• loss of profits, revenue, sales or business;
• loss of contracts, opportunities or anticipated savings;
• loss of goodwill or damage to reputation;
• wasted expenditure or management time; or
• indirect or consequential loss,

in each case whether direct or indirect, and even if it was foreseeable or we were told it might happen.

Losses we aren't liable for

Subject to "What isn't limited", we aren't liable for loss arising from:

• loss, corruption or deletion of data or content - except that, where our breach caused it, we'll use reasonable efforts to restore it from our most recent backup that contains it, which is your only remedy;
• claims made against you by your end users or anyone else, except as our indemnity under Indemnities provides;
• your products, your warranty programme and your decisions about claims, registrations and refunds;
• AI output relied on or passed on without the review described under AI features and AI chat, or AI answers your end users act on;
• the content of the help-center privacy notice, or your own notice;
• your content, your settings and your instructions to us;
• third-party services;
• access to your organisation using your team's sign-in details, or your failure to follow these terms;
• suspension, or deletion of data, carried out in line with these terms.

Our total liability

Subject to "What isn't limited", our total liability arising out of or in connection with the agreement (including the DPA and our indemnity), whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited in aggregate to the greater of:

• the fees you paid us under the agreement in the 12 months before the event giving rise to the claim (or the first event, for a series of connected events); and
• [minimum figure, e.g. US$100].

All claims together count towards this one limit.

Time limit for claims

You must bring any claim against us within [two years] of when you became aware, or ought reasonably to have become aware, of the facts giving rise to it.

Why these limits are fair

You agree these limits are reasonable, given the fees, that you control your content, settings and decisions and review AI output, and that you can insure against your own business risks - including product liability.

Your indemnity

You'll defend Docutize, our group companies and our and their officers, employees and subcontractors, and indemnify them against all claims, demands, proceedings, investigations and regulatory action brought by anyone else - including your end users, your team members and any regulator - and all resulting losses, damages, settlements, costs and expenses (including reasonable legal fees), and fines and penalties as far as the law allows, arising out of or in connection with:

• your content, including any claim that it infringes someone's rights, and your instructions to us;
• your products, including their safety, defects, recalls and labelling, and the information you publish about them;
• your warranty programme: your warranty terms, decisions about claims and registrations, replacements, repairs, refunds, returns and shipping, and your obligations to your end users under consumer, product safety and other law;
• your end users and your relationship with them, including messages and emails your team sends through Docutize;
• the help-center privacy notice (generated or your own), your compliance with data protection law as controller, your lawful bases and consents, and any processing of personal data you do outside Docutize;
• your use of AI answers and AI chat, including an end user acting on an answer based on your documents;
• inaccurate or incomplete company details;
• a breach of the agreement (including Acceptable use) or of any law by you, your team or your end users,

except to the extent the loss is caused by our breach of the agreement or our negligence.

Our indemnity

• We'll defend you against any claim by someone else that your use of the service, as we provide it and in line with the agreement, infringes their intellectual property rights in [the United Kingdom - confirm the territory], and pay the damages and costs finally awarded against you, or agreed by us in settlement.
• This doesn't cover claims arising from your content; AI output; third-party services; anything not provided by us, or combined with the service by you; changes not made by us; use in breach of the agreement; use during a free trial; or continuing to use the service after we've told you to stop because of a claim.
• If there is, or we think there may be, such a claim, we may at our choice get you the right to keep using the service, modify or replace it so it doesn't infringe without materially reducing what it does, or end the agreement and refund fees prepaid for the unused period.
• This is your only remedy for any infringement of someone else's intellectual property rights, and it is subject to Limitation of liability.

How indemnity claims work

• The one asking to be covered must tell the other promptly in writing (a delay only reduces cover as far as it causes prejudice), make no admission and agree no settlement without the other's consent, let the other control the defence and settlement, and help reasonably at the other's cost.
• The one giving cover mustn't settle a claim in a way that admits fault for, or puts an obligation on, the one being covered without its consent (not to be unreasonably withheld).
• For claims under your indemnity, we may instead choose to conduct the defence ourselves, with advisers of our choice, at your reasonable cost.

• You confirm that neither you, nor anyone who owns or controls you, nor any of your team members is subject to sanctions imposed by the United Kingdom, the European Union, the United States or the United Nations, or is based in, or ordinarily resident in, a country or territory subject to comprehensive sanctions.
• You won't use the service, or let anyone use it, in breach of sanctions or export control laws, and you'll tell us straight away if anything in this section stops being true.
• Each of us will comply with anti-bribery and anti-corruption laws that apply to it, including the Bribery Act 2010, and won't offer, give or accept a bribe in connection with this agreement.
• We may suspend or end the agreement straight away if we reasonably believe this section has been broken.

Neither of us is liable for delay or failure in performing the agreement caused by events outside its reasonable control - for example failures or outages of hosting, database, AI, email or payment providers or of the internet, cyber-attacks we couldn't reasonably have prevented, fire, flood, pandemic, war, terrorism, strikes (other than our own staff's), or government action. This doesn't excuse paying fees. The affected party will tell the other and try to limit the effect. If an event stops the service for more than [60] days in a row, either of us may end the agreement by notice, and we'll refund fees prepaid for the unused period.

• You can't transfer, assign or otherwise deal in the agreement without our written consent (see Your company details for changing the legal entity).
• We may transfer the agreement, or any of our rights or obligations under it, to a company in our group or to anyone who takes over all or part of our business, and will tell you. We may subcontract parts of the service, including to subprocessors under the DPA, and stay responsible for what our subcontractors do.

• Notices to us go by email to hello@docutize.io. Legal proceedings must be served at our registered office, not by email.
• Notices to you go by email to your owners and your billing email, or in the dashboard. Keep those email addresses working and monitored.
• An email notice is received when sent, unless the sender gets a message that it wasn't delivered; if sent outside 9am-5pm on a business day (UK time), it's received at 9am on the next business day. A notice in the dashboard is received when it's posted.

• We may update these terms and the DPA. The date at the top shows the latest version, and each version is recorded when it's accepted.
• Material changes: we'll tell your owners and admins by email or in the dashboard and, where we reasonably can, give at least [30] days' notice. Owners and admins must accept the new version before they can use the dashboard again; members aren't blocked. The new version applies from when an owner or admin accepts it or, if earlier, from the end of the notice period if your organisation keeps using the service after it (your help center staying live counts as use).
• If you don't agree to a material change, cancel your plan or delete your organisation before it applies. [decide whether fees prepaid for the unused period are refunded in this case]
• Other changes - fixing wording, clarifying, or covering new features - apply when we publish them.
• Changes the law or a regulator requires, or that are needed for security, can apply straight away.
• Using Docutize after a change applies means you accept it.

Which document wins

If the documents that make up the agreement conflict, they apply in this order:

1. a separate agreement signed by both of us;
2. the DPA, on anything about personal data;
3. these Terms of Service;
4. anything else these terms refer to, such as the pricing page and our policies.

Entire agreement

The agreement is the whole agreement between us about Docutize and replaces anything said or written before. Each of us confirms that it hasn't relied on any statement, promise or representation not set out in the agreement, and has no remedy for one, other than for fraudulent misrepresentation. Terms in your purchase orders or other documents don't apply, even if we accept or sign them.

Other terms

• If part of the agreement can't be enforced, the rest still applies, and the part is changed as little as needed to make it enforceable.
• Not enforcing a right, or enforcing it late, doesn't mean giving it up. A waiver must be in writing. Rights under the agreement are in addition to rights under the law.
• Nothing in the agreement makes us partners, agents or joint venturers, or lets either of us bind the other.
• No one else has rights under the agreement, and the Contracts (Rights of Third Parties) Act 1999 doesn't apply. We may change or end the agreement without anyone else's consent.
• The agreement is in English; any translation is for convenience only.

Talk to us first

If a dispute arises, tell the other party in writing, with details. People with authority to settle it will try to resolve it in good faith within [30] days. Either of us may then go to court. Nothing in this section stops either of us seeking urgent relief from a court, or us recovering unpaid fees.

Law and courts

The agreement, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), is governed by the law of [England and Wales - confirm]. The courts of [England and Wales - confirm] have exclusive jurisdiction, except that we may also bring a claim for unpaid fees in the courts of the country where you're based.

Email hello@docutize.io, use our contact page, or write to us at [registered office address].