Terms of Service
These terms govern the agreement between Lovelyflows AB and each client organisation that uses the Lovelyflows platform.
Parties and scope
These Terms of Service ('Terms') constitute a legally binding agreement between Lovelyflows AB, a company registered in Sweden ('Lovelyflows', 'we', 'us'), and the legal entity that creates or uses an account on the Lovelyflows platform ('Client', 'you'). By accessing or using the Lovelyflows platform, including app.lovelyflows.ai, api.lovelyflows.ai, and the embeddable widget served from cdn.lovelyflows.ai, you agree to be bound by these Terms. If you do not agree, you must not use the platform. These Terms take effect when your organisation account is created or when you first use the platform, whichever is earlier.
Service description
Lovelyflows provides a productized AI customer-support service. This consists of: (a) a tailored AI agent configured for the Client's business by Lovelyflows; (b) a managed dashboard accessible at app.lovelyflows.ai for viewing conversations, analytics, and settings; and (c) an embeddable chat widget (widget.js) for deployment on the Client's website. Lovelyflows is a managed, invite-only service. Clients are onboarded by Lovelyflows staff; there is no self-serve signup. The scope of the agent's capabilities, the content of its knowledge base, and its initial configuration are determined by Lovelyflows in consultation with the Client.
Account and access
Access to the dashboard is granted to named user accounts within the Client's organisation. The Client is responsible for ensuring that: (a) login credentials are kept confidential; (b) only authorised personnel are granted access; and (c) any account that is no longer required is promptly deactivated. Lovelyflows grants the Client a limited, non-exclusive, non-transferable right to access and use the platform solely for the Client's internal business purposes. This right may not be sublicensed, resold, or otherwise transferred to any third party. Lovelyflows reserves the right to introduce, modify, or remove features as the platform evolves. We will endeavour to give reasonable notice of changes that materially affect the Client's use of the service.
Client obligations and acceptable use
The Client must: - Ensure that its own website's privacy notice discloses the use of the Lovelyflows widget and the processing of visitor data that results from its deployment, and obtain any consents required under applicable law. - Use the platform only for lawful purposes and in compliance with applicable laws, including data protection law. - Not use the platform to transmit content that is unlawful, harmful, fraudulent, defamatory, or that infringes third-party intellectual property rights. - Not attempt to reverse-engineer, decompile, disassemble, or otherwise derive the source code of the platform. - Not interfere with or disrupt the platform's infrastructure, including by circumventing rate limits or security controls. - Not use the platform to train or develop a competing AI system. Lovelyflows may suspend access immediately if it reasonably believes the platform is being used in violation of these obligations.
AI output disclaimer
The AI agent generates responses based on the knowledge base configured by Lovelyflows and the Client. AI-generated responses may be inaccurate, incomplete, or unsuitable for a particular inquiry. Lovelyflows does not warrant that AI responses are correct, complete, or fit for any specific purpose. The Client is responsible for reviewing and maintaining the agent's knowledge base and configuration. Where an inquiry exceeds the agent's configured scope or confidence threshold, the platform supports escalation to a human team member (handoff). The Client is responsible for ensuring that adequate human support is available and that visitors are informed of the escalation process. Lovelyflows' liability for any loss arising from reliance on AI-generated responses is subject to the limitation in the 'Limitation of liability' section below.
Fees and billing
The Client pays a monthly or annual platform fee (the 'base fee') corresponding to the selected plan, plus a per-solved-chat fee metered via Stripe Billing Meter. A chat is classified as 'solved' when the AI agent makes an explicit determination that the visitor's inquiry has been resolved. This determination is made by the agent itself during the conversation; it is not derived from a numerical score or threshold. Each solved-chat classification triggers a metered billing event reported to Stripe. Base fees are billed in advance at the start of each billing period. Metered per-solved-chat charges are calculated at the end of each billing period and invoiced in arrears. Current plan pricing and the per-solved-chat rate are displayed in the dashboard and at lovelyflows.ai/pricing. All fees are exclusive of value-added tax (VAT) and other applicable taxes, which the Client is responsible for paying. Fees are non-refundable except as required by applicable law or expressly agreed in writing by Lovelyflows. If payment is not received within 14 days of the invoice due date, Lovelyflows may suspend access to the platform until payment is made.
Intellectual property
Lovelyflows and its licensors retain all intellectual property rights in the platform, including the software, AI models, system prompts, and all related documentation. The Client retains ownership of the content it provides to Lovelyflows for the purposes of configuring the agent (including website content crawled with the Client's permission and any materials the Client uploads). The Client grants Lovelyflows a limited, non-exclusive licence to use this content solely to configure, operate, and improve the agent for the Client's benefit. Nothing in these Terms transfers any intellectual property rights from one party to the other.
Confidentiality
Each party agrees to keep confidential any non-public information received from the other party in connection with the service ('Confidential Information'), and to use Confidential Information only for the purposes of performing these Terms. This obligation does not apply to information that: (a) is or becomes publicly available without breach of these Terms; (b) was already known to the receiving party; (c) is independently developed without reference to the Confidential Information; or (d) must be disclosed by law or regulatory order, in which case the disclosing party will give reasonable advance notice where permitted. Conversation data from end-visitors is handled in accordance with the Privacy Policy and the applicable data-processing terms.
Limitation of liability
To the maximum extent permitted by applicable law, neither party is liable to the other for indirect, incidental, special, consequential, or punitive damages, including loss of revenue, loss of profits, loss of data, or business interruption, even if advised of the possibility of such damages. Lovelyflows' total cumulative liability to the Client for any and all claims arising under or in connection with these Terms shall not exceed the total fees paid by the Client to Lovelyflows in the three months immediately preceding the event giving rise to the claim. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
Suspension and termination
Either party may terminate the agreement by giving the other party 30 days' written notice. Lovelyflows may suspend or terminate the Client's access immediately and without prior notice if: (a) the Client commits a material breach of these Terms and fails to remedy it within 7 days of written notice from Lovelyflows; (b) the Client is insolvent or enters into any form of insolvency proceedings; or (c) payment is overdue by more than 14 days. Upon termination: (a) the Client's access to the platform ceases; (b) accrued fees become immediately due; and (c) each party returns or destroys the other's Confidential Information on request. Client data retained by Lovelyflows will be handled in accordance with the Privacy Policy.
Governing law and jurisdiction
These Terms are governed by and construed in accordance with the laws of Sweden, without regard to its conflict-of-law rules. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Stockholm, Sweden. This does not affect any mandatory consumer protection rights that may apply under local law.
Changes to these Terms
Lovelyflows may update these Terms from time to time. We will notify active clients of material changes by email at least 14 days before they take effect. Continued use of the platform after that date constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you may terminate the agreement in accordance with the 'Suspension and termination' section before the changes take effect. The current version of these Terms is always accessible at lovelyflows.ai/legal/terms.