Terms of Service

Parties and scope

These terms (the "Terms") are the agreement between Lovelyflows AB, reg. no. 559554-2738 ("Lovelyflows", "we"), and the business whose organisation is set up on the Lovelyflows platform (the "Client", "you"). They cover the dashboard at app.lovelyflows.ai, the chat widget served from cdn.lovelyflows.ai, the api behind them and the work we do to build and run your agent.

The Terms are entered into when a person authorised to represent the Client accepts them in writing, by email or in the pilot agreement, and apply from the day your organisation is set up. The data processing agreement is annex 1 to the Terms and governs the personal data about your website's visitors that we process on your behalf. In case of conflict, the data processing agreement prevails first, then a pilot agreement, and the Terms last.

What we provide

Lovelyflows is a service, not a self-serve tool. We build an AI agent on your content, run it for you and stay in your organisation:

• An agent built for you. We read your website and the documents you give us into a knowledge base, review it with you, set the agent's voice, guardrails and procedures, and publish it. Everything the agent learns later, from conversations and from re-reading your site, is proposed to you and used only once a person has approved it.
• The chat widget on your website. It always tells visitors that they are talking to an AI, as EU law requires; that line cannot be switched off. When a person is needed, the conversation is handed to your team with the reason.
• The dashboard for your team: the conversations, the customers, the hand-over queue, the knowledge review, reports and settings. Access is by named accounts with the roles owner, admin, editor and member.
• Our team, in your organisation as a consultant, to keep the agent good.

We may change features as the platform develops, and give reasonable notice of changes that materially affect your use.

Your part

You will:

• Tell your visitors about the chat in your own privacy notice, and accept the data processing agreement before the widget goes live on your site.
• Use the platform lawfully and for your own customer service only; not feed it unlawful content or content you have no right to use; not reverse-engineer it, circumvent its limits or use it to build a competing AI product.
• Keep your team's accounts to the people who need them, and remove accounts that are no longer needed. You are responsible for what is done with your team's accounts and tell us at once if you suspect an account is being used by someone unauthorised.
• Keep a person available for the conversations the agent hands over.

We may suspend access at once if we reasonably believe the platform is being misused.

The AI's replies

The agent answers from your knowledge base, and its replies are checked against that knowledge. When the agent cannot answer, the conversation is handed to your team. Even so, an AI can be wrong, incomplete or unsuitable for a particular question. We do not warrant that a reply is correct or fit for a specific purpose, and you are responsible for the content of your knowledge base and for how you act on the agent's replies. Our liability for loss arising from a reply is subject to the limitation below.

Price and payment

You pay one price per conversation the AI solved, and nothing else: no fixed fee, no limit on agents, websites or team members. The current price is shown on lovelyflows.ai and in the dashboard.

A conversation is solved when a separate AI model reads it after it closes and finds that the visitor's question was answered. The agent itself never makes that call, and a visitor cannot trigger it. A conversation is never charged if a person from your team took it over, if a reply was held back by the check, or if the model finds it unsolved or abandoned. A conversation your team deletes is still charged if it was solved.

Usage is reported to Stripe as it happens and invoiced once a month in arrears against the payment method on file. Prices exclude VAT. Invoices are due as stated on them; if one is more than 14 days overdue we may suspend the service until it is paid. Late payment bears interest under the Swedish Interest Act (räntelagen). Paid fees are not refunded unless the law or a written agreement says otherwise.

A pilot runs under its pilot agreement, which says what, if anything, is charged during it.

Content and intellectual property

Your content stays yours: your website, your documents, your knowledge base including what the agent learned, and your conversations. You give us the right to use it to build, run and improve your agent. We may also use anonymised, aggregated statistics on how the service is used to improve the platform and describe its results; the statistics never identify you or your visitors. The platform, its software, prompts and models stay ours. Nothing in the Terms transfers intellectual property from one party to the other.

We may name you as a client and show your logo on lovelyflows.ai, unless you say no.

Confidentiality

Each of us keeps the other's non-public information confidential and uses it only for the service. This does not cover information that is or becomes public, that the receiving party already knew or developed independently, or that must be disclosed by law, with notice where allowed. Confidentiality applies during the agreement and for three years after it ends.

Availability and other systems

We work to keep the service available but do not guarantee any particular uptime. When the agent retrieves data from your own systems, such as Stripe, those systems' own terms apply, and we are not responsible for their outages or errors.

Liability

Neither party is liable to the other for indirect loss, such as lost revenue or profit, loss of data or business interruption. Our total liability under the Terms is limited to the fees you paid us in the three months before the event that caused the claim. Nothing limits liability that cannot be limited by law.

You hold us harmless against third-party claims arising from your content or from your breach of the Terms.

Neither party is liable for delays or failures caused by circumstances beyond its control, such as outages at sub-processors, that it could not reasonably have foreseen or avoided.

Term and ending

Either of us may end the agreement with 30 days' written notice. We may end it at once if you materially breach the Terms and do not remedy it within 7 days of our notice, if you become insolvent, or if an invoice is more than 14 days overdue.

When the agreement ends, your team's access stops, accrued fees fall due, and we delete your organisation's data within 30 days, as the data processing agreement describes. Ask before then if you want an export.

Law and disputes

Swedish law governs the Terms. Disputes are settled by the Stockholm District Court.

Changes to the Terms

We may change the Terms. We email active clients at least 14 days before a material change takes effect; if you do not accept it, you may end the agreement before that date. The current version is always at lovelyflows.ai/en/legal/terms.