These terms are the agreement between Netcoder and the organization that uses the Netcoder platform (app.netcoder.ca). By creating an account or using the platform, you accept them on behalf of your organization.
The service
Netcoder provides AI agents that answer the customers, members, employees or candidates of an organization by chat, email, text message, phone and web forms, with the tools around them: contacts (CRM), calendar booking, tasks, invoices, and job postings and applications. What each plan includes is described on the pricing page.
Your account
- The person who creates the account must be of age and authorized to accept these terms for the organization.
- The information of the account must be accurate and kept up to date.
- Each user has their own sign-in and keeps it confidential. If you suspect someone else is using it, write to support@netcoder.com at once.
- The administrators of the organization add its users and decide what they can do. The organization is responsible for what its users do on the platform.
Plans, fees and payment
- A plan per agent: each AI agent has its own plan, paid by the month. The prices are those of the pricing page, plus applicable taxes.
- Free month: the first agent of an organization can start on the Discovery plan, free for one month, up to the conversations it includes, with no credit card. Once the month is over or the conversations are used, the agent waits until a plan is chosen; nothing is billed until then.
- Billing: plans are billed at the start of each month, for that month. Extra conversations and extra knowledge base items are billed at the start of the following month, at the price of the plan. Unused conversations do not carry over.
- Payment: by credit card, through Stripe, charged when the invoice is sent. Netcoder never sees your card number. If a payment fails, we let you know.
- Changing plans: a larger plan applies the same day, and the difference for the days left in the month is billed that day. A smaller plan, or a cancellation, applies at the end of the month already paid. Amounts paid are not refunded.
- Price changes: we announce them at least 30 days ahead. They apply from the following month; until then, you can change plans or cancel.
- Unpaid invoices: if an invoice remains unpaid after we notified you, we may suspend the service until it is paid.
- Phone numbers: the phone number given to an agent stays Netcoder's. It is released when it is replaced, when the agent is deleted, or when its plan ends, and cannot be recovered afterwards.
Your data
- The information your organization and its agents put in the platform belongs to your organization. Netcoder uses it only to provide the service, as described in our privacy policy.
- Your organization is responsible for the personal information its agents receive: it must have the right to collect it and to use it, in particular under Quebec's privacy legislation. Netcoder processes that information on its behalf, according to its instructions.
- Your organization decides how long its conversation history is kept. Deleted information cannot be recovered.
The AI agents
- The answers of an AI agent are generated by AI models. They can be wrong or incomplete, even when the agent is well set up.
- Your organization sets up its agents, decides what they may do, and is responsible for the information it gives them and for how it uses what they produce.
- Do not make people believe they are talking with a person.
- Decisions that matter for a person, such as hiring a candidate, remain yours: an agent can sort and summarize, but a person of your organization decides.
Acceptable use
You may not use the platform to:
- break the law or the rights of others, or harass, threaten or deceive anyone;
- send emails or text messages to people who did not consent to them, contrary to Canada's anti-spam legislation;
- pretend to be someone else, or send malicious code;
- try to get around its security, overload it, copy it or take its code apart;
- resell it or give access to it to another organization without our written consent;
- replace emergency services: an agent is not able to handle an emergency.
Connected services
Some features rely on services you connect or that we use to run the platform, such as Google and Microsoft calendars, Stripe and Twilio. Their own terms apply to your use of them, and Netcoder is not responsible for their outages. What Netcoder does with your Google data is described in our privacy policy.
Availability and changes to the service
We work to keep the platform available at all times, but we cannot promise it will never be interrupted, in particular during maintenance or an outage of a provider. The platform evolves: if a change removes an important feature of your plan, we let you know ahead of time.
Intellectual property
The platform, its software and its brand belong to Netcoder. While your organization is a client, it may use them for its own activities. If you send us suggestions, we may use them freely.
Liability
- The platform is provided as is. Netcoder is not liable for indirect damages, such as lost profits or lost data, nor for the consequences of an answer of an AI agent.
- Netcoder's total liability is limited to the amounts your organization paid in the 12 months before the event.
- Nothing in these terms limits a liability that the law does not allow to be limited.
Cancellation and closing an account
You can cancel the plan of an agent at any time from its page; the cancellation applies at the end of the month already paid. We may suspend or close an account in case of a serious breach of these terms, of an unpaid invoice after notice, or when the law requires it. Once an account is closed, its data is deleted, except what the law requires us to keep, such as invoices.
Changes to these terms
These terms may be updated. For an important change, we let you know by email or in the platform at least 30 days ahead. Using the platform after that date means you accept the new terms; otherwise, you can cancel.
Applicable law
These terms are governed by the laws of Quebec and the federal laws of Canada that apply there. Any dispute goes to the courts of the judicial district of Montreal. These terms exist in French and in English; both versions have the same value.
Contact
Questions about these terms or your account: support@netcoder.com. About your personal information: privacy@netcoder.com.
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