I. Acceptance of terms
By creating a SupportPilots account, installing the widget, or calling our API, you agree to these terms. If you do not agree, do not use the service. You must be legally competent to enter a contract in your jurisdiction. If you are acting on behalf of a company, you confirm you are authorised to bind that company.
II. The service
SupportPilots is an AI customer-support product. You buy query credits, one credit per answered query. Credits are valid for 45 days from the date of purchase; unused credits expire after that window. There is no subscription requirement. An optional Pro Plan exists for recurring buyers, but every feature is available on the credit model alone. We route queries through a primary LLM gateway (kie.ai) with an Anthropic fallback so you never see empty responses during a provider incident.
III. Credits, billing, refunds
Credits are the primary purchase. You buy a pack in EUR, USD, or GBP at the price shown on the Pricing page. The amount charged is final. Each pack is valid for 45 days from the date of purchase; unused credits expire after that window. Promo codes, discounts, and bonus credits are applied before checkout and follow the same 45-day validity. Unused credits are refundable pro-rata within 14 days of purchase per our Refund Policy. Pro Plan subscriptions are cancellable at any time with no lock-in.
IV. Acceptable use
You will not use SupportPilots to generate content that is illegal, defamatory, discriminatory, harassing, or that infringes another party's rights. You will not attempt to reverse-engineer the underlying models, scrape our infrastructure, probe for vulnerabilities without authorisation, or use the service to train competing products. You will not feed the system payment card numbers, government identifiers, or protected health information. We monitor for abusive patterns and will suspend accounts that cross these lines.
V. Your content, our models
You own the prompts you send and the answers you receive. We do not claim a licence over your content beyond what is strictly required to deliver the service. We do not use your queries to train any model, ours or the upstream provider's. kie.ai and Anthropic are contracted strictly as inference providers. For each query we retain only a SHA-256 hash of the prompt for billing audit, never the prompt text itself. To permanently delete your account and attached data, write to support@supportpilots.com; we hard-delete after a 30-day grace window, with financial audit records held only for the period required by local tax and anti-money-laundering law.
VI. Intellectual property
SupportPilots, the logo, the widget, the API, and all original code and copy on this site are owned by Telvara Holdings Limited. You may not reproduce, rehost, or white-label the service without a written commercial agreement. You keep full ownership of everything you build on top of the service, including your knowledge base, your prompts, and your customer interactions.
VII. Disclaimers
The service is provided "as is". AI models can be wrong. You are responsible for reviewing generated answers before they reach your customers, especially in regulated industries (medical, legal, financial). We make no warranty that the service will be uninterrupted, error-free, or suitable for any particular purpose. We do not underwrite the business decisions you make based on model output.
VIII. Limitation of liability
To the maximum extent permitted by law, Telvara Holdings Limited is not liable for indirect, incidental, consequential, or punitive damages arising out of your use of the service. Our aggregate liability is capped at the amount you paid us in the 12 months preceding the claim. Nothing in these terms limits liability that cannot legally be limited, including for death, personal injury, or fraud.
IX. Indemnification
You agree to indemnify and hold Telvara Holdings Limited harmless from any claim arising out of your breach of these terms, your misuse of the service, or content you feed into the system that violates third-party rights. We will promptly notify you of any such claim and give you reasonable control over its defence, provided that you do not settle in a way that imposes obligations on us without our consent.
X. Governing law
These terms are governed by the laws of England and Wales. Any dispute that cannot be resolved informally will be brought before the competent courts of England and Wales. If you are a consumer in the EU or EEA, this does not affect your statutory right to bring proceedings in your country of residence. We will always attempt to reach a good-faith solution before litigation.
XI. Changes to these terms
We may update these terms from time to time. Material changes will be announced at least 14 days in advance by email to the address on file and by a banner in the Dashboard. Continued use of the service after the effective date constitutes acceptance. If you disagree with a change, close your account and we will refund any unused credits per the Refund Policy.
XII. Contact
Questions about these terms should go to legal@supportpilots.com. For billing or refund enquiries, support@supportpilots.com. For general support, support@supportpilots.com. Telephone +44 7782 220559. Postal mail to Telvara Holdings Limited, 27 Crofton Road, No. 6, 1st Floor, Liverpool, L13 5UJ, United Kingdom. Company number 17175891.