Skip to content

Terms of service

Last updated 22 July 2026

This document is written in plain language so you can actually read it. It has not yet been reviewed by counsel for your jurisdiction, and the final signed version supersedes this page. Ask us for the executable copy before you rely on it.

These terms apply when you create a workspace on hepo.ai. Self-hosted licences are governed by a separate signed agreement.

The service

Hepo provides live chat, session recording, website analytics, an email channel and an AI agent, delivered as a hosted service and as an embeddable script. Features change as we ship them. We will not remove something you depend on without notice in the changelog and, for paid features, an email.

Your account

  • You are responsible for what happens under your credentials. Give your team their own logins; the roles exist for a reason.
  • You must be able to form a contract in your jurisdiction.
  • One human per login. Sharing an account is not billed differently, it just breaks your own audit trail.

What you agree not to do

  • Record sites you do not operate or have not been authorised to instrument.
  • Use the recorder to capture data your own privacy notice does not cover.
  • Send bulk unsolicited messages through the email channel.
  • Attempt to extract our model prompts or resell agent output as a standalone service.
  • Probe our infrastructure without telling us first. Tell us first and we will help.

Your content

Conversations, recordings, knowledge base articles and uploaded files remain yours. We hold them to run the service and act on your instructions, as set out in the privacy policy and the DPA. We claim no licence over your content beyond what is needed to site, transmit and display it to you.

Plans and billing

  • Seats, sites, human replies, recording and analytics are included at no cost on every plan.
  • Plans are subscriptions, billed monthly or yearly per account. Every site on the account shares the plan.
  • Cancel at any time and the plan runs to the end of the period you have already paid for. After that the account falls back to Free.
  • When a plan's monthly AI allowance is spent the assistant stops and says so. Chat, email, replay and analytics are unaffected.
  • Prices may change with thirty days notice. A period you have already paid for is honoured at the price you paid.

Availability

We aim for continuous availability and we do not offer a contractual uptime guarantee on hosted plans during the beta. Saying otherwise would be a promise we have not yet earned the operating history to make. Self-hosted licences can include a support commitment; ask.

Ending it

Close your workspace whenever you like, from settings. Export first; the export is available on every plan and we do not hold it hostage. We may suspend an account that is causing harm to other users or breaking the rules above, and we will tell you why in writing before we do.

Liability

To the extent the law allows, our aggregate liability is limited to what you paid us in the twelve months before the claim. We are not liable for indirect or consequential loss. Nothing here limits liability for fraud, or for anything that cannot be limited by law.

Changes

Material changes to these terms are announced by email and in the changelog at least thirty days before they take effect. Continuing to use the service after that means you accept them.

Contact

Questions about these terms go to support@hepo.ai.