Terms of Service | Hey Susan

1. Agreement to Terms

By accessing or using Hey Susan ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service. These Terms apply to all users, including business owners, staff members, and any other individuals who access the Service.

2. Description of Service

Hey Susan is an AI-powered front-office platform that enables businesses to automate customer communications across messaging channels including website chat, Facebook Messenger, Instagram Direct, and WhatsApp. The Service provides automated responses, appointment booking assistance, lead capture, and conversation management tools.

3. Account Registration

To use the Service, you must create an account and provide accurate, complete information. You are responsible for maintaining the security of your account credentials. You must notify us immediately at support@heysusan.online if you suspect unauthorised access to your account.

You must be at least 18 years old and have the legal authority to enter into these Terms on behalf of yourself or any organisation you represent.

4. Subscription Plans and Billing

The Service is offered on a subscription basis. Current plans are:

Free, limited features, no charge
Pro, £149/month, includes a 7-day free trial
Enterprise, £299/month, multi-business management

Subscriptions are billed monthly in advance. You may cancel at any time; cancellation takes effect at the end of the current billing period. No refunds are issued for partial months.

We reserve the right to change pricing with 30 days notice. Continued use after the notice period constitutes acceptance of the new pricing.

5. Acceptable Use

You agree not to use the Service to:

Send spam, unsolicited messages, or engage in any form of harassment
Violate any applicable law or regulation, including data protection laws
Impersonate any person or entity
Transmit malicious code, viruses, or any harmful software
Attempt to gain unauthorised access to any part of the Service or its infrastructure
Use the Service in any way that could damage, disable, or impair it
Collect or harvest any personal data from other users without consent

6. Meta Platform Integration

Hey Susan integrates with Meta platforms (Facebook Messenger, Instagram, WhatsApp) via Meta's official APIs. By connecting your Meta accounts to the Service, you:

Authorise Hey Susan to send and receive messages on your behalf through connected pages
Confirm you have the authority to connect the relevant Facebook Page or WhatsApp Business account
Agree to comply with Meta's Platform Terms and Developer Policies
Acknowledge that message delivery is subject to Meta's platform availability and policies

You may disconnect your Meta accounts at any time from the Channels dashboard. Upon disconnection, Hey Susan will cease sending or receiving messages through those channels. You can also remove the app directly from your Facebook Settings.

7. Data and Privacy

Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference. We process personal data in accordance with UK GDPR and applicable data protection legislation. For data deletion requests, please visit our Data Deletion page or email support@heysusan.online.

8. Intellectual Property

The Service and its original content, features, and functionality are owned by Hey Susan Ltd and are protected by copyright, trademark, and other intellectual property laws. You retain ownership of any content you provide to the Service, including your business knowledge base, conversation history, and contact data.

9. Disclaimers and Limitation of Liability

The Service is provided "as is" without warranties of any kind. We do not guarantee that the Service will be uninterrupted, error-free, or that AI-generated responses will be accurate or appropriate for all situations. You are responsible for reviewing and supervising automated responses sent on your behalf.

To the maximum extent permitted by law, Hey Susan Ltd shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Service.

10. Termination

We may suspend or terminate your account if you violate these Terms or engage in conduct that is harmful to other users or the Service. You may terminate your account at any time by cancelling your subscription and contacting us at support@heysusan.online. Upon termination, your right to use the Service ceases immediately.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or by posting a notice on the Service. Continued use of the Service after changes take effect constitutes your acceptance of the revised Terms.

13. Contact

For any questions about these Terms, please contact us at support@heysusan.online.