Terms of Service

These Terms of Service (the “Terms”) govern access to and use of Epkora’s websites, hosted applications, APIs, live-chat widget, WordPress plugin, help centres, and related services (together, the “Service”). By creating an account, clicking to accept, or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

“Epkora,” “we,” “us,” and “our” mean Epkora LLC. “Customer” means the individual or legal entity that creates or controls a workspace. “Workspace” means the Customer’s tenant environment in the Service. “Authorized User” means a person the Customer permits to use that Workspace, and “User” means a Customer or Authorized User. “End User” means a visitor, contact, employee, applicant, customer, or other person whose information is handled through a Customer’s Workspace. “Customer Data” means information submitted to, generated in, or transmitted through the Service by or for a Customer or its End Users. An “Order” is a separate written or electronic ordering document accepted by Epkora and the Customer.

If an Order, data processing addendum, or other signed agreement expressly conflicts with these Terms, the more specific document controls for its subject matter. Mandatory rights under applicable law remain unaffected.

You must be at least 18 years old, or otherwise have legal capacity under applicable law, to create an account. If you use the Service for an organization, you represent that you have authority to bind it, and “you” and “Customer” refer to that organization. You may not use the Service if doing so is unlawful or if Epkora has previously disabled your use for a material violation.

A Customer is responsible for confirming that every Authorized User has an appropriate role and authority. Invitations may only be sent to people the Customer is permitted to invite.

Epkora is a multi-workspace customer operations platform. Its implemented capabilities include support tickets and email, contacts and leads, tasks, live chat, public and private knowledge bases, workflows and service-level policies, reporting, team and workforce administration, notifications, integrations, and optional AI assistance. Available features depend on configuration, plan, and location.

Documentation and in-product descriptions explain how features operate. They are not a guarantee that every feature will always remain unchanged or available in every plan. Customer-specific professional services, custom commitments, or service levels apply only if stated in an Order signed or accepted by Epkora.

• Provide accurate registration and workspace information and keep it current.
• Keep credentials, recovery codes, and connected systems secure; do not share individual accounts.
• Use roles and permissions appropriate to each Authorized User’s duties.
• Promptly remove access for people who no longer require it and notify us of suspected compromise.
• Remain responsible for activity under the workspace except to the extent caused by Epkora’s breach of these Terms.

Workspace owners and administrators may manage membership, settings, integrations, and Customer Data. Their instructions are treated as the Customer’s instructions. If ownership is disputed, we may request reasonable evidence and temporarily restrict administrative changes while the dispute is evaluated.

We will not charge a payment method merely because paid-plan information appears in the product. Customers must not circumvent technical plan limits, usage controls, or feature gates.

You must not, and must not enable anyone else to:

• use the Service unlawfully, fraudulently, deceptively, or to violate another person’s rights;
• send spam, phishing, unlawful marketing, abusive communications, malware, or content that exploits or endangers a person, or attempt credential theft;
• collect or process information without required notice, authority, consent, or another valid legal basis;
• probe, scan, disrupt, overload, bypass, or defeat security, authentication, rate limits, plan controls, or access restrictions;
• access another tenant’s data, impersonate another person, or use credentials you are not authorized to use;
• reverse engineer or derive source code except where applicable law makes that restriction unenforceable;
• scrape, resell, sublicense, or provide the Service as a stand-alone competing service without written permission;
• use the Service or AI output to make solely automated decisions that produce legal or similarly significant effects on people;
• submit special-category, highly sensitive, regulated, or payment-card data unless the specific feature is designed for it and all legal and contractual requirements are satisfied; or
• use the Service to develop, train, or improve a competing AI product or service through automated extraction at scale.

The Customer is responsible for communications and actions it sends or triggers through live chat, tickets, email, workflows, notifications, and other automations, including compliance with applicable privacy, anti-spam, consumer-protection, and marketing laws.

We may investigate suspected violations and cooperate with lawful authorities. We will act proportionately and, where reasonable, allow the Customer to cure a remediable violation.

As between the parties, the Customer retains its rights in Customer Data. The Customer grants Epkora a worldwide, non-exclusive right to host, store, reproduce, back up, transmit, display, and otherwise process Customer Data only as needed to provide, operate, secure, support, and maintain the Service; comply with law; and follow the Customer’s documented instructions.

The Customer represents that it has all rights, notices, and legal bases needed for Epkora and its providers to process Customer Data as described in these Terms and the Privacy Policy. The Customer is responsible for the accuracy, legality, and quality of its data and for maintaining copies it needs. Epkora does not assume a duty to monitor Customer Data for legal compliance.

Aggregated or de-identified information that cannot reasonably be used to identify the Customer or a person is not Customer Data. Epkora may use it to operate, analyze, secure, and improve the Service, subject to applicable law and safeguards against re-identification.

The Customer—not Epkora—determines why and how it uses the Service to interact with its End Users. The Customer must provide its own legally sufficient privacy notice, obtain required consent, configure retention and access appropriately, and respond to End User requests. This includes use of live chat, support email, workforce records, public help centres, custom domains, and any Customer-configured Google Analytics or Google Tag Manager tags.

If an End User asks Epkora to exercise rights concerning data controlled by a Customer, we may direct the request to that Customer and assist as required by applicable law or an agreed data processing addendum.

AMI is Epkora’s proprietary AI model, developed and maintained by the Epkora Lab team. AMI can generate draft replies, suggestions, summaries, article drafts, and related assistance using Customer-selected context. AMI requests may use specialized processing infrastructure to provide the requested generation features; relevant processing practices and locations are described in our Privacy Policy.

• AI output can be incomplete, inaccurate, offensive, or unsuitable and must be reviewed by a qualified person before use.
• Do not rely on AMI as legal, medical, financial, employment, safety, or other professional advice.
• Do not submit data the Customer is not authorized to send to AMI for processing.
• The Customer is responsible for its prompts, use of output, and communications ultimately sent to End Users.

To the extent permitted by law, Epkora does not claim ownership of Customer inputs or assign any ownership it may have in output to the Customer. Because machine-generated material may not be unique or protectable, similar output may be generated for others and no exclusivity is promised.

The Service can connect to third-party or Customer-controlled systems, including Google or GitHub sign-in, WordPress, customer SMTP/IMAP mailboxes, analytics tags, browser push services, and custom domains. The Customer authorizes Epkora to exchange the data needed to provide a connection it enables.

Third-party services are governed by their own terms and privacy practices. Epkora is not responsible for a third party’s service, content, availability, changes, or acts, but remains responsible for its own obligations when a third party acts as Epkora’s service provider. Disabling an integration may stop future exchange but does not automatically delete data already held by Epkora or the third party.

Epkora and its licensors own the Service, software, interfaces, designs, documentation, trademarks, and related intellectual property, excluding Customer Data. Subject to these Terms, Epkora grants the Customer a limited, non-exclusive, non-transferable, revocable right during the applicable term to access and use the Service for its internal business purposes and to deploy provided widgets or plugins as documented.

Feedback is voluntary. If you provide suggestions, you grant Epkora a perpetual, worldwide, royalty-free right to use them without restriction or obligation, provided Epkora does not identify you as the source without permission.

“Epkora” and associated marks may not be used in a way that implies endorsement or partnership. Open-source components remain governed by their applicable licenses.

“Confidential Information” means non-public information disclosed by one party that is marked confidential or reasonably should be understood as confidential, including Customer Data, security information, product plans, and business terms. It excludes information independently developed without use of the disclosure, lawfully received without restriction, or public through no breach.

Each recipient will use Confidential Information only to perform or exercise rights under the agreement, protect it with at least reasonable care, and disclose it only to personnel and providers who need it and are bound by suitable duties. A legally compelled disclosure is permitted after notice where lawful and reasonable cooperation at the discloser’s expense.

Epkora uses administrative, technical, and organizational measures designed to protect the Service and Customer Data, including access controls, password hashing, encryption for designated credentials and secrets, session controls, rate limiting, and logging. No system is completely secure, and these measures are not a warranty that unauthorized access can never occur.

The Customer must configure the Service appropriately, use available security features, and promptly report suspected vulnerabilities or incidents to support@epkora.com. Do not publicly disclose an unremediated vulnerability before giving us a reasonable opportunity to investigate.

Our Privacy Policy explains how Epkora handles personal information. For Customer Data Epkora processes on the Customer’s behalf, the Customer is generally the controller or equivalent business and Epkora is its processor or service provider. Epkora acts independently for account administration, security, service analytics, legal compliance, and its own business operations as described there.

A data processing addendum is not automatically incorporated unless separately accepted. Customers that require one should contact Epkora before submitting regulated personal information.

Epkora may suspend affected access when reasonably necessary to address a security risk, unlawful use, material breach, threat to the Service or others, non-payment under a future Order, or a binding legal request. We will limit suspension to the scope and duration reasonably necessary and, when lawful and practicable, give notice and an opportunity to cure.

Urgent action may occur without advance notice. We will restore access after the cause is resolved, subject to law and these Terms. Suspension does not excuse amounts validly due under an Order.

A Customer may stop using the Free Service at any time. The current product does not provide a universal self-service account deletion control; an authorized workspace owner may request closure through the contact in Section 28. We may require identity, authority, or ownership verification before acting.

Either party may terminate for an uncured material breach after reasonable written notice, or immediately if the breach cannot be cured. Epkora may also discontinue a no-fee account after reasonable notice, subject to applicable law.

Before closure, the Customer should export information it needs using available features. After termination, access ends and data is handled under the Privacy Policy, legal obligations, and any applicable Order. Closure does not require Epkora to delete data it must retain or data controlled by another Customer, and does not automatically remove copies held by connected third parties.

Sections that by nature should survive—including accrued payment obligations, intellectual property, confidentiality, disclaimers, liability limits, indemnities, disputes, and general terms—remain in effect.

We may add, change, or remove features and plans to improve, secure, or adapt the Service. For a material change that substantially reduces core functionality under an active paid Order, any remedy stated in that Order applies. Otherwise, we will provide reasonable advance notice where practicable and the Customer may stop using the affected Service.

We aim to operate a reliable Service but do not promise uninterrupted or error-free availability. Maintenance, security work, provider outages, internet conditions, Customer systems, and events outside our control may affect operation. Any uptime, support-response, backup, recovery, or service-credit commitment applies only if expressly stated in an Order or service-level agreement.

To the maximum extent permitted by law, the Service and all AI output are provided “as is” and “as available.” Epkora disclaims implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, title, non-infringement, and warranties arising from course of dealing or usage of trade.

Epkora does not warrant that the Service will meet every requirement, that data will never be lost, or that AI output, reports, automations, integrations, or third-party content will be accurate or suitable. Nothing in these Terms excludes a warranty or consumer remedy that cannot lawfully be excluded.

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, or for lost profits, revenue, goodwill, or business opportunities, arising from the agreement—even if advised they were possible.

For paid Service, each party’s aggregate liability arising out of or relating to the agreement will not exceed the fees paid or payable by the Customer for the affected Service during the 12 months before the event giving rise to liability. For no-fee Service, liability is limited to direct, reasonably foreseeable, and proven loss, subject always to mandatory law.

The exclusions and cap do not apply to fraud or fraudulent misrepresentation, wilful misconduct, death or personal injury caused by negligence where liability cannot be limited, breach of confidentiality, infringement or misappropriation of the other party’s intellectual property, indemnity obligations, or liability that applicable law does not permit the parties to restrict.

An indemnified party must promptly notify the other, provide reasonable cooperation at the indemnifying party’s expense, and allow it to control the defense and settlement. A settlement may not admit fault or impose a non-monetary obligation on the indemnified party without consent, not to be unreasonably withheld.

Neither party is liable for delay or failure caused by events beyond its reasonable control, including natural disasters, widespread network or utility failures, war, terrorism, civil unrest, labor disputes not limited to its workforce, government action, epidemics, or major provider failures. The affected party will take reasonable steps to mitigate and resume performance. This section does not excuse payment obligations already due.

Each party will comply with applicable export-control, sanctions, and trade laws. You represent that neither you nor the entity you represent is prohibited from receiving the Service and that the Service will not be used for a prohibited end use or made available to a prohibited person or territory.

These Terms are governed by the applicable federal laws of the United Arab Emirates and the laws in force in the Emirate of Dubai, without regard to conflict-of-law rules. Subject to mandatory law, the courts of Dubai have exclusive jurisdiction.

Before filing a claim, each party will give written notice describing the issue and allow 30 days for good-faith informal resolution, unless urgent injunctive relief is reasonably needed or a legal limitation period would expire. This section does not deprive a consumer of protections or a forum that cannot lawfully be waived.

We may update these Terms for legal, security, operational, or product reasons. We will post the revised version with a new “Last updated” date. For a material change, we will provide reasonable advance notice through the Service, website, or account email when practicable. Changes do not retroactively alter accrued rights. Continued use after the effective date constitutes acceptance where permitted by law; otherwise, stop using the Service and request closure.

Epkora may give operational or legal notice through the Service, by email to an account address, or by posting on its website when appropriate. You are responsible for keeping account contact information current. Formal notices to Epkora must be sent to the email and postal address in Section 28 and clearly identify the Customer, workspace, and subject. Email notice is received when sent unless the sender receives a delivery failure; postal notice is received on documented delivery.

Neither party may assign the agreement without the other’s consent, except to an affiliate or in connection with a merger, reorganization, or sale of substantially all relevant assets, if the assignee assumes the obligations and is not a direct competitor of the non-assigning party. Epkora may use subcontractors but remains responsible for its obligations.

The agreement does not create a partnership, agency, employment, franchise, fiduciary, or joint venture relationship. No third party is a beneficiary. Failure to enforce a provision is not a waiver. If a provision is unenforceable, it will be limited to the minimum extent necessary and the rest remains effective. Headings are for convenience. “Including” means “including without limitation.” Electronic records and acceptance have the same effect as paper where permitted by law.

These Terms, the Privacy Policy, and any applicable Order or expressly incorporated addendum form the entire agreement about the Service and replace prior discussions on that subject.

Questions or legal notices about these Terms may be sent to: