Terms of Service

Last updated: 4 August 2026

1. Who we are, and what you are agreeing to

KefuAgents (kefuagents.com) is an AI customer-service service for cross-border ecommerce merchants, operated by an individual developer ("we", "us"). Contact: support@kefuagents.com.

These Terms of Service ("Terms") govern your access to and use of the service. By creating an account or using the service, you agree to these Terms and to our Privacy Policy and Refund Policy, which are part of this agreement.

The service is a business tool. You may use it only for business purposes and only if you are legally able to enter into a binding contract. If you accept these Terms on behalf of a company, you confirm you are authorized to bind it.

2. What the service does

The service connects to your support mailbox and, optionally, to a chat widget on your storefront and to your commerce platform. It classifies incoming customer messages, learns from your history, website and policies, drafts replies in the customer's language, and — where you have enabled it — sends replies automatically within the limits you configure.

AI output is not guaranteed to be correct. Drafts and automatic replies are produced by large language models and can be wrong, incomplete or inappropriate for a particular customer. You remain responsible for everything sent from your mailbox and your storefront chat. We provide review queues, shadow mode, knowledge-maturity limits and risk gating so you can control how much autonomy the AI has; using them is your decision and your responsibility. We are not liable for the commercial consequences of a reply you allowed the service to send.

3. Your account and your workspace

• You must provide accurate registration information and keep your credentials secure. You are responsible for all activity under your account.
• One workspace serves one brand. If you operate multiple brands, register a separate account and subscription for each. Group arrangements are handled under the custom plan.
• You are responsible for the acts and omissions of the team members you invite.
• We may operate the service in beta and change or remove features. Where a change materially reduces what your paid plan includes, we will tell you before it takes effect.

4. Your responsibilities regarding customer data

You decide what mailbox to connect and what the AI is permitted to do. You represent and warrant that:

• You are authorized to grant us access to the mailbox, chat and commerce data you connect;
• You have given your end customers whatever privacy notice their law requires and obtained any consent it requires, including for the chat widget you install on your own store;
• You will not connect a mailbox that primarily carries special-category personal data (such as health or biometric data), payment card numbers, or government identification numbers.

With respect to your customers' data we act as your processor on the terms set out in the Privacy Policy.

5. Plans and fees

Prices are in US dollars and are exclusive of any taxes, duties or bank charges that apply to you.

Each plan's mailbox count, team seats, history-initialization allowance, chat session allowance and included AI credits are shown on the pricing page, which is the authoritative statement of what each plan currently includes.

• Payment processing. Subscriptions and top-ups are billed by our payment processor, Waffo. Your card details are entered with Waffo; we neither receive nor store your card number. Waffo's own terms apply to the payment transaction itself.
• Renewal. Paid plans renew automatically each month until you cancel. Cancelling stops the next renewal; it does not shorten the period you have already paid for, and you keep access until that period ends.
• Price changes. We will give at least 30 days' notice before a price change affects your renewals. If you do not accept it, cancel before the change takes effect.
• Non-payment. If a charge fails we may suspend paid features after notifying you. Your data is not deleted during a suspension.
• Refunds are governed by the Refund Policy.

6. AI credits

AI usage is metered in AI credits. Every AI operation — classifying a message, drafting a reply, understanding an image, answering a chat turn — spends credits, and the amount spent is shown to you per operation.

There are two kinds of credits, with two different lifetimes:

• The expiry anchor is your billing cycle, not the calendar month. Credits granted on the 20th of a month remain valid until your subscription period ends, not until the end of that calendar month.
• Because plan-included credits are spent before top-up credits, money you have paid is never consumed to cover an allowance that is about to be cleared.
• The Free plan receives a one-time grant of 30 AI credits. These do not expire and are not refreshed — when they are used up, managed AI operations pause. The Free plan cannot purchase top-ups.
• Top-up packages are available on paid plans at $5, $10, $30 and $100. Any bonus credits included in a package are treated as top-up credits and likewise never expire.
• When your balance runs out we pause automatic replies and high-cost AI operations first, and tell you rather than failing silently. No email is lost: messages continue to arrive and remain in your mailbox.
• History-email initialization within your plan's allowance does not spend your credits. Credits have no cash value except as provided in the Refund Policy, and cannot be transferred between accounts.

7. Referral rewards

We may operate a referral programme that grants reward credits when someone you refer signs up or subscribes.

• Reward credits are a promotional benefit. They have no cash value, cannot be exchanged for money, and are not refundable under any circumstances.
• Self-referral is not permitted. You may not refer yourself, an account you control, or accounts created for the purpose of generating rewards.
• We may withhold, cancel or claw back reward credits, and suspend participation, where we reasonably determine that sign-ups were fabricated, duplicated, automated, incentivised in breach of these Terms, or otherwise obtained abusively.
• We may change or end the referral programme at any time. Reward credits already granted and not obtained abusively are unaffected by the programme ending.

8. Acceptable use

You agree not to:

• Use the service to send unsolicited bulk mail, phishing, or any message that misrepresents its sender;
• Use it in a way that violates applicable law, including consumer-protection, marketing and data-protection law in your customers' markets;
• Deliberately cause the AI to produce content that deceives your customers about a material fact, or misrepresent AI-generated replies as human where the law requires disclosure;
• Attempt to gain unauthorized access to our systems, other tenants' data, or the underlying model providers; probe, scan or load-test the service without our written permission;
• Reverse engineer the service, resell it, or use it to build a competing product;
• Upload malware, or use the service to store or transmit content that infringes a third party's rights.

We may suspend a workspace immediately where continued use presents a security, legal or abuse risk, and will explain why as soon as we reasonably can.

9. Intellectual property and your content

• The service, its software and its documentation remain ours. These Terms grant you a non-exclusive, non-transferable right to use the service during your subscription, and nothing more.
• Your content stays yours — your emails, chat transcripts, knowledge base entries, policies and settings. You grant us only the licence needed to operate the service for you: to store, process, translate, index and transmit that content to the subprocessors listed in the Privacy Policy, and to produce drafts and reports for you.
• Replies and knowledge cards the service generates for you are yours to use.
• Aggregated, de-identified statistics about how the service performs are ours to use for operating and improving it. Cross-workspace learning during the beta is described in section 6 of the Privacy Policy, including how to opt out.

10. Third-party services

The service depends on third parties — your mail provider, model providers, Shopify, messaging platforms, our payment processor. We are not responsible for their outages, changes to their APIs or terms, or their own handling of data under their agreements with you. If a provider becomes unavailable we will route around it where we can.

11. Availability

We aim for continuous availability but do not commit to an uptime level on the Free, Starter, Professional or Flagship plans. Service levels are available only under a custom plan. We may take the service down for maintenance and will give notice for anything planned and significant.

12. Termination

• You may cancel at any time from your billing settings, or close your account from Settings → Security.
• We may suspend or terminate your access for material breach of these Terms, for non-payment after notice, or where required by law. Except for serious breach or legal compulsion, we will give you notice and a reasonable chance to fix the problem first.
• After termination you may ask us to export your data. Request erasure of a workspace as described in the Privacy Policy.
• Sections 6 (as to credits already forfeited), 9, 13, 14 and 16 survive termination.

13. Disclaimers

Except as expressly stated in these Terms and to the fullest extent permitted by law, the service is provided "as is" and "as available" without warranties of any kind, express or implied, including fitness for a particular purpose and non-infringement. We do not warrant that the service will be uninterrupted or error-free, or that AI output will be accurate, complete or suitable for any particular customer interaction.

14. Limitation of liability

To the fullest extent permitted by law:

• We are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost goodwill or lost data, arising from your use of or inability to use the service.
• Our total aggregate liability arising out of or relating to the service is limited to the amount you actually paid us for the service in the twelve months before the event giving rise to the claim.
• Nothing in these Terms excludes liability that cannot be excluded by law, including liability for fraud, or for death or personal injury caused by negligence.

15. Changes to these Terms

We may modify these Terms. For material changes we will give at least 14 days' notice in-app or by email before they take effect, and the "last updated" date above will change. If you do not accept a change, stop using the service and cancel before it takes effect; the Refund Policy applies to any unused, unexpired amounts.

16. Governing law and disputes

These Terms are governed by the laws of the mainland of the People's Republic of China (excluding Hong Kong SAR, Macao SAR and Taiwan), without regard to its conflict-of-laws rules.

We will try in good faith to resolve any dispute with you directly — write to support@kefuagents.com first. If a dispute cannot be resolved through negotiation, it shall be submitted to the competent people's court at the operator's place of residence.

If you are a consumer in a jurisdiction whose law gives you rights that cannot be waived by contract, those rights are not affected by this section.

17. General

• If any provision of these Terms is held unenforceable, the rest remains in force.
• Our failure to enforce a provision is not a waiver of it.
• You may not assign these Terms without our consent. We may assign them to a successor of the business, including to a company later formed to operate the service, on notice to you.
• These Terms, together with the Privacy Policy, Refund Policy and Cookie Policy, are the entire agreement between us regarding the service.

Contact

Questions about these Terms: support@kefuagents.com or our contact form.