Terms of service

1. This agreement

These terms are between Lonex Group Ltd (company number 17149187), trading as Talkfront (“we”, “us”), and the person or organisation opening an account (“you”). Creating an account means you accept them. If you are agreeing on behalf of a company, you are confirming you are allowed to.

Our privacy notice forms part of this agreement and explains how personal data is handled.

2. What we provide

Talkfront is a hosted live chat service: a chat widget for your website, a shared inbox for your team, and the surrounding tools described on this site. We provide it as a service over the internet. There is nothing for you to install or maintain.

We improve the service continuously. We may add, change or remove features. Where a change materially reduces what you are paying for, we will tell you in advance and you may cancel and receive a refund for the unused part of your term.

3. Your account

• You must give accurate details and keep them up to date.
• You are responsible for what happens under your account, including anything your colleagues or agents do.
• Keep your credentials secure, and tell us promptly if you think an account has been compromised. Two-factor authentication is available and we recommend switching it on.
• You must be at least 18 and have the legal capacity to enter this agreement.

4. Acceptable use

You agree not to use Talkfront to:

• Break the law, or help anyone else to.
• Send unsolicited bulk messages, run a scam, phish for credentials, or impersonate someone.
• Distribute malware, or attempt to attack or overload our systems or anyone else's.
• Get at data belonging to another customer, or probe our systems without our written permission.
• Install the widget on a site you do not control, or on a site whose content is unlawful.
• Resell or white-label the service as your own product, unless we have agreed that in writing.

If something here is being abused and it puts other customers or the service at risk, we may suspend the account. We will tell you why, and we will restore it as soon as the problem is resolved.

5. Your data stays yours

Conversations, contacts, files and settings in your workspace belong to you. We claim no ownership of them.

We process them to run the service for you, to keep backups, and to fix problems when you report them. We do not use your conversations to train models, and we do not sell them.

You can export your contacts at any time. If you close your workspace, we delete your data within 30 days, other than records we must keep for tax purposes.

You are responsible for having a lawful basis for the data you collect through chat, for telling your own visitors about it, and for responding to their requests. We will help where we can.

6. Fees, trials and cancellation

• Prices are shown on our pricing page in GBP, excluding VAT. VAT is charged on UK orders only; orders from outside the UK are not charged VAT.
• Paid plans begin with a 14-day free trial. No card is required to start it.
• Subscriptions renew automatically at the end of each period until you cancel. Payment is taken in advance.
• You may cancel at any time in the billing portal. Your plan continues until the end of the period you have already paid for. We do not refund part-used periods except where section 2 applies or the law requires it.
• Changing plan mid-period is prorated, so moving up costs the difference rather than a full period.
• If a payment fails we will retry and email you. If it stays unpaid, the workspace moves to the free plan rather than being deleted.
• We may change prices with at least 30 days' notice by email. The new price applies from your next renewal, and you can cancel before it if you would rather not.

7. Availability and support

We work hard to keep Talkfront running and publish status at status.talkfront.app. We do not promise the service will be uninterrupted or error-free, and we may take it down for maintenance, with notice where the work is planned.

Support is provided by email and chat during UK business hours. Business plans get priority.

8. Data processing

Where we handle personal data belonging to the people who chat with you, you are the controller and we are your processor. We process it only on your documented instructions, keep it secure, impose equivalent obligations on our sub-processors, help you respond to individuals' requests, and delete or return it when this agreement ends.

If your organisation requires a signed data processing agreement, email privacy@talkfront.app and we will provide one.

9. Intellectual property

The Talkfront software, brand and website are ours and stay ours. You get a non-exclusive, non-transferable right to use the service while this agreement is in force, nothing more.

If you send us feedback or a feature suggestion, we may use it without owing you anything. We appreciate it all the same.

10. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, neither party is liable for loss of profit, loss of business, loss of goodwill, or indirect or consequential loss. Our total liability in any 12-month period is limited to the amount you paid us in that period.

The service is provided as it is. We do not warrant that it will meet every requirement you have.

11. Ending the agreement

You may close your workspace at any time. We may end this agreement with 30 days' notice, or immediately if you materially breach these terms and do not fix it within 14 days of being asked.

On termination your right to use the service stops. Export anything you want to keep before you close the workspace.

12. General

• We may update these terms. Material changes come with at least 30 days' notice by email, and continuing to use the service afterwards means you accept them.
• You may not transfer this agreement without our consent. We may transfer it as part of a sale or reorganisation of our business.
• If any part of these terms is unenforceable, the rest continues to apply.
• Nobody other than you and us has rights under this agreement.
• This agreement is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

13. Contact

Lonex Group Ltd, trading as Talkfront
Portland House, Belmont Business Park, Durham, DH1 1TW
Company number 17149187 · VAT GB524144420
support@talkfront.app