Terms of service

These terms are between you and NewDesk ("we", "us"). They cover the NewDesk service: the desk your team signs in to, the chat widget you place on your website, the voice and video calls made through it, the AI assistant, the mobile app, the MCP server and the API, together "the service".

You accept them by creating an account or by using the service. If you are accepting for a company, you confirm you are allowed to bind it, and "you" means the company. If you do not agree, do not use the service.

Our privacy policy explains what we do with data and is part of these terms.

You need an account to run a desk. Keep your password to yourself, use a real email address we can reach you on, and tell us at once if you think someone else has got in. What is done from your account is your responsibility until you tell us otherwise.

You can invite teammates. You are responsible for who you invite, for what they do on your desk, and for removing them when they leave. A teammate's alias is what your customers see; their real name stays inside the desk.

You must be at least 18, or the age of majority where you live, to open an account.

The service is sold as a yearly licence, paid once for twelve months, at the prices on the pricing page on the day you buy. All three licences include unlimited agents, unlimited conversations, voice and video calls, the ticket inbox and the MCP server. During the beta, AI answers are unlimited on every licence.

The licences differ in the outbound marketing email they include each month and in white labelling. Email beyond the monthly allowance is charged at the rate shown on the pricing page. White labelling, which removes our branding from the widget and lets you name and picture the assistant as your own, is part of the White Label licence only.

A licence is for one desk, meaning one organisation and its websites. Prices are in US dollars and exclude any tax you owe where you are. A licence does not renew by itself and nothing is charged without you buying the next year.

We may change prices for new terms. A change never affects a licence you have already paid for.

If the service is not for you, tell us within 14 days of buying a licence and we refund it in full, no reason needed. After that a licence is not refundable, because it has been paid for a year we have already reserved. If we withdraw the service before your year is up, we refund the months you have not had.

Write to hello@newdesk.ai with the email address the licence was bought under.

Use the service to help your own customers, and use it lawfully. You may not:

• Send email that the recipients did not ask for. The outbound allowance is for people who agreed to hear from you; our abuse detection checks every send, and sending that looks like spam is paused for review.
• Place the widget on a site you do not control, or use it to collect information by deception.
• Upload or send anything unlawful, infringing, hateful, harassing or malicious, or that violates someone else’s privacy.
• Probe, overload or interfere with the service, other customers’ desks, or the networks behind them, or try to reach data that is not yours.
• Resell the service, or rent out seats, other than as the White Label licence allows.
• Use the AI assistant to give the impression that a customer is talking to a person when they are not. The assistant is signed as an assistant, and you agree to keep it so.

If you break these rules we may pause your desk, or the part of it concerned, while we talk to you. For serious or repeated abuse we may close the account without a refund.

Everything you and your customers put into the desk is yours: conversations, tickets, contacts, files, the pages the assistant is trained on, the answers you teach it. You give us only the permission we need to run the service for you: to store it, show it to your team, send it where you tell us to, and hand it to the AI model to draft an answer.

You are responsible for the content and for having the right to use it, including the website pages you train the assistant on and the email lists you send to. You are also the one your customers deal with: you decide what you promise them, and you are responsible for telling them that a chat widget on your site is powered by us and may use an AI assistant, where the law where they live requires it.

We do not use your content, or your customers' conversations, to train models. We look at it only to run the service, to fix a problem you have reported, or where the law requires.

The assistant answers from your own website, documents and past tickets, and shows its source. It is a language model, and language models are sometimes wrong. Read what it drafts before you rely on it, keep the route to a person on screen, and do not use it for advice that needs a professional, such as medical, legal or financial advice, without a person checking the answer.

Powers, the actions the assistant can take on a customer's behalf such as a refund or a booking, run only within the limits you set and, where you turn it on, with the customer's spoken agreement first. You are responsible for the limits you set.

Calls made through the widget run over the internet between your customer's browser and your team's browser, phone app or, if you have set one up, a telephone number. We do not record calls, and the service has no recording feature. If you record a call by other means, the law on consent where you and your customer are is yours to follow.

Call quality depends on the networks at both ends, which we do not control. Ringing a telephone number uses a carrier, and carrier charges, where they apply, are shown before you turn the feature on.

We work to keep the service up and reply to support within one working day. We do not promise it will never go down, and we may take it offline briefly for maintenance, telling you first where we can.

We improve the service continuously. We may add, change or retire features, and we tell you in the desk's Updates page when something you use is changing. If we retire something a licence was bought for, the refund section applies.

Parts of the service are marked beta. They work, and we support them, but they may change more, and limits that are waived during a beta may be introduced when it ends, with notice.

You can close your desk at any time by writing to us from the email address on the account. Your licence runs to the end of its term unless the refund section applies. After closure we keep your data for 30 days so you can export it or change your mind, then delete it, except copies in backups, which are overwritten on their own cycle, and anything the law makes us keep.

We can end the agreement if you break these terms and do not put it right within 14 days of our telling you, or at once for serious abuse, non-payment, or a legal requirement.

The service is provided as it is. To the extent the law allows, we make no other promise about it, including that it fits a particular purpose or that the assistant's answers are correct.

To the extent the law allows, we are not liable for indirect loss, lost profit, lost data you did not back up, or loss caused by the assistant's answers or by a third party service we connect to. Our total liability to you for anything arising out of the service in any year is capped at the amount you paid us for it in that year. Nothing in these terms limits liability that the law does not allow to be limited.

You agree to cover us for claims brought against us because of content you or your customers put into the service, or because of your breach of these terms.

We may update these terms. When we do, we change the date at the top and, for a change that matters, tell you in the desk or by email at least 14 days before it takes effect. Using the service after that date means you accept the new terms.

These terms are the whole agreement between us about the service. If a court finds part of them unenforceable, the rest stands. If we do not enforce a term once, we can still enforce it later. You may not transfer your account to someone else without our agreement; we may transfer this agreement if we sell or reorganise the business, and will tell you if we do.

These terms are governed by the law of the country in which NewDesk is established, and any dispute we cannot settle by talking goes to the courts there. If you are a consumer, nothing here takes away protections the law where you live gives you.

Write to us at hello@newdesk.ai. Security matters go to security@newdesk.ai.