Terms of service

These terms are an agreement between Haven Group Tech Ltd, a company registered in England and Wales with company number 17179874 and its registered office at Office 9700
321-323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom ("Haven", "we", "us"), and the business or organisation that creates a Haven account ("you").

By creating an account, subscribing to a plan or using the Haven Agent Platform (the "service"), you agree to these terms. If you accept them for an organisation, you confirm that you have authority to bind it, and "you" means that organisation.

Haven is for business use. You confirm that you are acting for a business, not as a consumer, and that you and the people you add are at least 18 years old.

Our privacy policy explains how we handle personal data about you. Our data processing terms apply to personal data we process on your behalf, and form part of this agreement.

Haven provides AI agents for customer support, sales lead qualification and operations. You use them through a dashboard, an API, a chat widget for your website and, where we have made them available, channels such as WhatsApp and email.

Agents answer using the knowledge you give them (websites you verify and documents you upload) and, if you connect them, your own systems through tools you switch on. Each tool is labelled low, medium or high risk. High-risk actions are not carried out until a person on your team approves them, and write tools run only if you enable them and within the limits you set.

Some features are marked "coming soon" or are switched on for some customers first. We may add, change or remove features as the service develops. If we remove a feature you rely on, we will tell you in advance where we reasonably can.

You must give accurate information when you sign up and keep it up to date. Keep your password, API keys and any authentication details confidential. Tell us straight away if you think they have been lost or misused, and revoke any API key you think has leaked.

Each workspace has an owner. Owners manage billing, API keys, team members and agent setup. Admins can also approve requests from agents, and members can use the agents and see usage. You decide who is on your team and what role they have.

You are responsible for everything done through your account, your team's logins and your API keys, and for making sure the people you add follow these terms.

Plans are priced in US dollars per month and include a fixed number of messages. Each message sent to an agent uses one message credit. When the monthly messages run out, the agent pauses until the next period starts or you renew. We do not charge overage. Unused messages do not roll over to the next period.

Card payments are processed by Stripe. A card subscription renews automatically each month until you cancel it.

Mobile Money payments are processed by Fapshi and charged in XAF at the rate quoted at checkout. Crypto payments are processed by NOWPayments. These buy one prepaid month at a time and do not renew by themselves. A quote expires after a short time; if it lapses before you pay, start the checkout again.

A plan starts only when the payment provider confirms your payment to us. Returning from a checkout page does not confirm anything by itself.

Prices are exclusive of VAT and similar taxes unless we say otherwise. You are responsible for any taxes that apply to your purchase, other than taxes on our income. Your bank or payment provider may charge its own fees or apply its own exchange rates, which we do not control.

We may change our prices for future periods. For a card subscription we will email you at least 30 days before a price change applies to your next renewal, and you can cancel before then. A price change never affects a period you have already paid for.

Changing plan. If you pay by card, you can move to another plan of the same agent from Billing in your dashboard. Stripe calculates the difference, and messages already used in the period still count against the new allowance. If you pay by Mobile Money or crypto, you can switch when you renew, or ask us to change it for you.

Cancelling. You can cancel a card subscription at any time from Billing. It stops renewing and works until the end of the period you have paid for. Mobile Money and crypto plans end when the paid month ends.

Failed payments. If a card renewal fails, Stripe retries it and the service continues for a short grace period. If payment is still not received, the subscription ends and the agent stops answering until you pay.

Refunds. Unless the law requires otherwise or we agree in writing, fees are not refundable, including for unused messages and part periods. If you think you were charged in error, contact us within 30 days of the charge and we will look into it promptly.

Disputed payments. If a payment is refunded or disputed with your bank or card issuer, we may pause the affected agent while we resolve it.

You must not use Haven to:

• break the law or infringe anyone's rights;
• add websites you do not own or have permission to use, or try to get around website verification;
• upload content you have no right to use, or anything that contains malware;
• try to access other customers' data, probe or test the security of the service without our written permission, or disrupt it;
• send spam, bulk unsolicited messages or deceptive messages through your agents, or misuse a messaging channel in breach of its own rules (for example the WhatsApp Business policies);
• generate or distribute unlawful, harmful, harassing or fraudulent content;
• copy, resell or reverse engineer the service, or use automated means to scrape it, except through the API as documented;
• rely on an agent alone for regulated advice (such as medical, legal or financial advice) without proper human review.

Do not use Haven to process payment card numbers, government identity numbers, health information or other special categories of personal data unless we have agreed to it in writing first.

You must also follow the usage rules of the AI model providers and messaging platforms that Haven uses on your behalf, as we tell you about them. We may refuse, remove or block content or activity that breaks these rules, and may suspend the account as described below.

You keep all rights in the content you provide, including website text, documents, agent instructions and the conversations your agents have with your customers ("your content").

You give us permission to host, copy, process and transmit your content, including through the service providers named in our data processing terms, only as needed to provide the service to you, to keep it secure and to meet our legal obligations.

You are responsible for your content and for having the right to use it. If your content includes personal data about your own customers, you are responsible for having a lawful basis for it, for giving them any notices the law requires (including that they are talking to an AI where required), and for the instructions you give us.

We do not use your content to train AI models ourselves. Our AI model providers process it under their own terms, listed in the data processing terms. We may use usage information such as message counts and performance figures, but not the content of your conversations, to run, secure and improve the service.

Agents generate answers automatically. They can be wrong, incomplete or out of date, even when they sound sure. You are responsible for how you use their output, for checking your knowledge and settings, for reviewing high-risk actions before you approve them, and for telling the people who talk to your agents that they are dealing with an AI where required.

Agents are designed to say so when they cannot answer from your information, and to hand the conversation to a person where you have set that up. We cannot guarantee that an agent will always do so.

The service works with services we do not control, such as payment providers, AI model providers, hosting and email providers, and messaging platforms and systems you connect yourself. Their own terms apply when you use them. We are not responsible for their availability, their changes or their conduct, but we will take reasonable care in choosing and managing the providers we use.

You can ask for help from the Support page in your dashboard, or through the contact page. We aim to reply promptly, but we do not guarantee response or resolution times.

We work to keep the service available, but it is provided without a guaranteed level of uptime. We may carry out maintenance, and the service may be interrupted by things outside our control, such as the failure of a provider we depend on. Where we can reasonably do so, we will warn you of planned maintenance that is likely to affect you.

We may update these terms from time to time, for example when the service, the law or our providers change. We will tell you about material changes at least 14 days before they take effect, by email or in your dashboard. If you do not agree, you can cancel before they take effect. If you keep using the service after that date, you accept the updated terms.

The date at the top of this page shows when it was last changed.

You can stop using the service at any time by cancelling your plans. Cancelling does not give you a refund of fees already paid, except as set out above.

We may suspend or limit your account, with notice where reasonable, if you do not pay, if you break these terms, if we need to protect the security or integrity of the service or other customers, if the law requires it, or while a payment is in dispute. We may end the agreement if the problem is not put right within a reasonable time, immediately for serious or repeated breaches, or on 30 days' notice for any other reason.

When the agreement ends, your access stops. Before and after that, you can remove your documents and website pages from your knowledge in the dashboard. On request, we will help you obtain a copy of your content where it is reasonably practicable, and we will delete or anonymise your content within a reasonable time after the account closes, apart from records we must keep by law (for example billing records) and security logs. The data processing terms set out more detail.

The service, its software, design and documentation belong to Haven and our licensors. While you have an active plan, we give you a limited, non-exclusive, non-transferable right to use the service for your own business, under these terms. You may use any feedback you give us only if you agree we may use it freely, without paying you.

You may not remove our notices, or use our name or logo without our written permission, except to say truthfully that you use the service.

Each of us must keep confidential any non-public information the other tells us in connection with the service, use it only for that purpose, and protect it with at least reasonable care. This does not apply to information that is public through no fault of ours, that we already knew or developed independently, or that we are legally required to disclose (in which case we will tell the other party where the law allows).

We will provide the service with reasonable skill and care. Apart from that, and as far as the law allows, the service is provided "as is" and "as available". We do not promise that it will be uninterrupted or error-free, that agents' answers will be accurate, or that it will meet your particular needs, and we exclude all other warranties, conditions and terms that would otherwise be implied.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

Subject to that, we are not liable to you, under or in connection with these terms, whether in contract, tort (including negligence) or otherwise, for:

• loss of profit, revenue, business, contracts, anticipated savings, goodwill or reputation;
• loss or corruption of data, so far as it could have been avoided by your own backups or checks; or
• any indirect or consequential loss.

Subject to the first paragraph, our total liability to you for all claims arising in any 12 months is limited to the fees you paid us in the 12 months before the event that first gave rise to the claim.

You are responsible for the content your agents send in your name and for decisions you make using their output.

You will compensate us for losses, costs and claims brought by a third party that arise from your content, or from your use of the service in breach of these terms or the law, provided that we tell you promptly, let you control the defence, and give you reasonable help at your cost.

Each of us will comply with the data protection laws that apply to us. Where we process personal data on your behalf, the data processing terms apply. Where we use personal data for our own purposes, such as managing your account, the privacy policy applies.

Entire agreement. These terms, the privacy policy and the data processing terms are the whole agreement between us about the service. They replace anything said before. If they conflict, the data processing terms prevail for personal data we process for you, and otherwise these terms prevail.

Notices. We will send notices to the email address on your account or show them in your dashboard. You can write to us at info@havengroup.site or at our registered office.

Assigning. You may not transfer your rights or obligations under these terms without our written consent. We may transfer ours to a company that takes over our business.

Events outside our control. Neither of us is liable for a delay or failure caused by something beyond our reasonable control, other than a failure to pay.

If a term does not work. If part of these terms is found to be unenforceable, the rest continues to apply. Not insisting on a right straight away does not mean giving it up.

Third parties. Nobody other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

These terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that either of us may ask any court for urgent relief to protect its rights or its confidential information.

Please contact us first at info@havengroup.site if you have a complaint, so we can try to put it right.

Haven Group Tech Ltd
Registered in England and Wales, company number 17179874
Registered office:
Office 9700
321-323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom

Email: info@havengroup.site