Terms of Service

1. The service

Unhold is AI customer support: you upload your documents, put one line of code on your website, and an AI agent answers your end users in their language — handing the conversation to a human when it should, surfacing buying and sentiment signals as it goes, and (where you configure it) taking actions you have approved. The dashboard and mobile apps are how you manage the agent, pick up handoffs, and read the signals.

2. Early access

Unhold is currently in early access. Joining the waitlist reserves a spot; it does not create an account or guarantee access, timing, or any particular feature. During early access, features may change, break, or be withdrawn, availability is not guaranteed, and we may cap usage to keep the service stable. We will treat your data with the same care as in production — early access changes our polish, not our obligations under the Privacy Policy.

3. Eligibility and your account

• You must be old enough to form a binding contract where you live — 18 in India — and not be barred from using the service under applicable law.
• Registration details must be accurate and kept current.
• You are responsible for your credentials and for everything done through your account. Tell us immediately at support@unhold.chat if you suspect unauthorized use.
• You may hold one account per person or entity unless we agree otherwise.

4. Your content and our license to process it

You own the documents, images, voice notes, knowledge-base entries, and conversations you bring to Unhold (“your content”). You grant us a limited, non-exclusive, worldwide license to host, copy, process, and display your content solely to provide and secure the service — indexing your documents, generating answers, routing handoffs, and computing the signals the product exists for. The license ends when the content is deleted.

We do not train models on your content.

You are responsible for having the rights to upload what you upload, and for making sure your content does not violate law or third-party rights.

5. AI-generated output

Answers your agent gives are generated by machine-learning models from the content you provided. They can be inaccurate, incomplete, or out of date — even when delivered confidently. You are responsible for:

• reviewing and correcting what your agent learned (the knowledge base is fully visible and editable for exactly this reason);
• configuring approval gates on any custom action that could harm a customer or your business if triggered wrongly (refunds, deletions, account changes);
• the consequences of answers and actions your agent delivers to your end users, as between you and us.

Not professional advice

Output from Unhold is not legal, medical, financial, or other professional advice. If you deploy your agent in a regulated context, you are responsible for meeting the rules that apply to you.

6. Acceptable use

You agree not to:

• use the service for anything unlawful, or to deceive, harass, defame, or harm others;
• upload content that is illegal, infringing, or that you lack the rights to use;
• use the service to send spam or unsolicited communications;
• probe, scan, overload, or disrupt the service, or access it other than through the interfaces we provide;
• reverse engineer, copy, resell, or sublicense the service except as law expressly permits;
• circumvent usage limits, metering, or access controls;
• use the service to build a competing product or to benchmark it publicly without our written consent.

7. Your responsibilities to your end users

When you put the widget on your website, the people who chat with it are your users. As between you and us:

• you are the data fiduciary / controller of their personal data, and we process it on your instructions under the DPA;
• you are responsible for your own privacy policy, for any notices and consents your jurisdiction requires, and for honoring your end users’ privacy requests;
• you decide — and tell your users where required — that they are talking to an AI agent;
• human handoff reaches the humans you staff: keeping someone available to pick up is on you.

8. Fees, tokens, and billing

The waitlist and early access are free, and no payment details are needed to reserve a spot. When paid plans launch:

• pricing will be published before you are ever charged, and waitlist members keep the launch pricing they were promised;
• plans meter usage in tokens; when a plan’s tokens run out the agent pauses new replies until you top up or the month resets — there are no surprise overages;
• top-up tokens roll over while your plan is active;
• fees are exclusive of taxes, which you are responsible for where applicable.

9. Self-hosted deployments

Self-hosted Unhold runs inside your own infrastructure under a separate written license agreement, which governs in case of conflict with these terms for that deployment. Because self-hosted data never reaches us, our processing obligations under the DPA do not arise there — the trade is: total control, and the operational responsibility that comes with it.

10. Mobile apps and app-store terms

We grant you a personal, non-exclusive, non-transferable license to install and use the Unhold apps on devices you own or control, for managing your Unhold account. The apps may update automatically; the store you installed from (Google Play or the Apple App Store) applies its own terms in addition to these.

For apps from the Apple App Store: these terms are between you and us, not Apple; Apple has no obligation to provide maintenance or support and is not responsible for any claims relating to the app; and Apple and its subsidiaries are third-party beneficiaries of this section, entitled to enforce it against you. Nothing in these terms limits consumer rights that your platform or jurisdiction makes non-waivable.

11. Intellectual property and feedback

The Unhold software, models, design, and brand belong to Broadifi Tech Private Limited and its licensors; no rights are granted except those these terms spell out. Your content stays yours (section 4). If you send us feedback or suggestions, we may use them without restriction or payment — it never obliges us to build anything, and it never gives us rights to your content.

12. Privacy and data protection

How we handle personal data is described in the Privacy Policy. Customers whose end-user data we process can rely on the Data Processing Addendum, which forms part of these terms for hosted plans.

13. Term, suspension, and termination

• You can stop using the service and delete your account at any time.
• We may suspend or terminate access for material breach of these terms, for security reasons, or where the law requires — with notice and a chance to cure where reasonable.
• We may retire the early-access program or change its scope with notice to you.
• On account closure you get a reasonable window to export your content; after it, deletion runs per the Privacy Policy retention windows.
• Sections that by nature survive (your content warranties, disclaimers, liability limits, governing law) survive termination.

14. Disclaimers

The service is provided “as is” and “as available”, and during early access that is meant literally. To the fullest extent the law allows, we disclaim all warranties, express or implied — including merchantability, fitness for a particular purpose, non-infringement, and any warranty that the service will be uninterrupted, error-free, or that AI output will be accurate or reliable.

15. Limitation of liability

To the fullest extent the law allows: neither Broadifi Tech Private Limited nor its directors, employees, or suppliers are liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or goodwill, arising from or related to the service — whatever the legal theory and even if advised of the possibility. Our total aggregate liability is capped at the amount you paid us for the service in the 12 months before the event giving rise to the claim, or ₹8,000 if you have paid nothing. Nothing in these terms excludes liability that cannot be excluded by law.

16. Indemnity

You will indemnify and hold harmless Broadifi Tech Private Limited from third-party claims, and the reasonable costs of defending them, to the extent they arise from your content, your use of the service in breach of these terms, your violation of law, or your obligations to your end users (section 7).

17. Governing law and disputes

These terms are governed by the laws of India. Subject to any consumer rights that entitle you to a different forum, disputes are subject to the exclusive jurisdiction of the courts of Kolkata, West Bengal, India. Before filing anything, write to privacy@unhold.chat — most disagreements are resolved by two people reading the same paragraph together.

18. Changes to these terms

We may update these terms as the product evolves. The current version always lives at unhold.chat/terms with its effective date. For material changes we will notify account holders by email or in the product at least 14 days before they take effect; continuing to use the service after that is acceptance. If you do not agree, stop using the service and delete your account before the changes apply.

19. General

• Assignment: you may not assign these terms without our written consent; we may assign them to an affiliate or in a merger, acquisition, or asset sale.
• Severability: if any provision is unenforceable, the rest stand.
• No waiver: not enforcing a provision is not a waiver of it.
• Force majeure: neither party is liable for delay caused by events beyond its reasonable control.
• Entire agreement: these terms, the Privacy Policy, the DPA, and any signed order or license form the entire agreement and supersede prior discussions.

20. Contact

• Product and account questions: support@unhold.chat
• Legal and privacy: privacy@unhold.chat
• Broadifi Tech Private Limited, Jhorehat East LP JH1, Howrah 711302, West Bengal, India