Terms of Service

Last updated: December 19, 2025

1. Acceptance of Terms

By accessing or using PopVia's services, website, and software (collectively, the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use the Service.

These Terms apply to all visitors, users, and others who access or use the Service. By using the Service, you represent that you are at least 18 years of age and have the legal capacity to enter into these Terms.

2. Description of Service

PopVia provides an AI-powered customer support automation platform that enables businesses to create intelligent chatbots trained on their own knowledge base. The Service includes:

  • Knowledge base management and document processing
  • AI-powered chat assistant creation and customization
  • Support ticket system with AI-generated auto-responses
  • Agent workflow tools for ticket management (assignment, priority, replies, notes)
  • Response templates (canned responses) for common support scenarios
  • Solution effectiveness tracking and analytics
  • Embeddable chat widgets for websites
  • API access for custom integrations
  • Two-factor authentication (2FA) for enhanced account security
  • Analytics and conversation management tools

3. Account Registration and Security

To use certain features of the Service, you must register for an account. When you register, you agree to:

  • Provide accurate, current, and complete information
  • Maintain and promptly update your account information
  • Maintain the security of your password and accept responsibility for all activities under your account
  • Consider enabling two-factor authentication (2FA) for enhanced security
  • Immediately notify PopVia of any unauthorized use of your account

We recommend enabling two-factor authentication to protect your account. When 2FA is enabled, you will need to provide a verification code from your authenticator app in addition to your password.

4. Subscription and Billing

PopVia offers subscription-based pricing. By subscribing to a paid plan, you agree to pay the applicable subscription fees. Key billing terms include:

  • Subscriptions are billed in advance on a monthly or annual basis
  • All fees are non-refundable except as required by law
  • We may change our fees upon 30 days' notice
  • You may cancel your subscription at any time; access continues until the end of the billing period
  • Failed payments may result in suspension of Service access

5. Acceptable Use

You agree not to use the Service to:

  • Violate any applicable laws or regulations
  • Infringe upon intellectual property rights of others
  • Transmit harmful, offensive, or illegal content
  • Attempt to gain unauthorized access to our systems
  • Interfere with or disrupt the Service or servers
  • Use the Service to spam or send unsolicited communications
  • Create chatbots that provide medical, legal, or financial advice without appropriate disclaimers
  • Misrepresent your chatbot as a human agent

6. Intellectual Property

The Service and its original content (excluding content provided by users) remain the exclusive property of PopVia. Our trademarks and trade dress may not be used without prior written consent.

You retain ownership of any content you upload to the Service. By uploading content, you grant PopVia a worldwide, non-exclusive license to use, process, and store such content solely to provide the Service.

7. Data and Privacy

Your use of the Service is also governed by our Privacy Policy. By using the Service, you consent to the collection and use of information as described in our Privacy Policy.

You are responsible for ensuring that any personal data you upload or process through the Service complies with applicable data protection laws.

8. AI-Generated Responses and Ticket Automation

The Service uses artificial intelligence to generate responses based on your knowledge base and to provide automated solutions for support tickets. You acknowledge that:

  • AI-generated responses may not always be accurate or complete
  • AI auto-responses for support tickets are suggestions that may require human review
  • You are responsible for reviewing and ensuring the accuracy of your knowledge base
  • Solution effectiveness tracking is used to improve AI performance over time
  • Tickets may be automatically escalated to human agents after multiple failed solution attempts
  • You should not rely solely on AI responses for critical decisions
  • PopVia is not liable for actions taken based on AI-generated responses

9. Support Ticket System

The Service includes a support ticket system that allows your customers to submit inquiries. By using this feature, you acknowledge:

  • Customers may submit tickets with personal information including name, email, and issue descriptions
  • You are responsible for handling customer data in compliance with applicable privacy laws
  • AI will attempt to provide automated solutions based on your knowledge base and past successful resolutions
  • Ticket images uploaded by customers are stored securely and accessible only to authorized workspace members
  • Response templates (canned responses) you create are stored within your workspace
  • Ticket activity logs, including agent actions and notes, are retained for audit purposes

10. Service Availability

While we strive to maintain high availability, we do not guarantee uninterrupted access to the Service. We may modify, suspend, or discontinue the Service at any time with or without notice. We are not liable for any modification, suspension, or discontinuance.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, POPVIA SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES, ARISING FROM YOUR USE OF THE SERVICE.

Our total liability for any claims under these Terms shall not exceed the amount you paid us in the twelve (12) months preceding the claim.

12. Indemnification

You agree to indemnify and hold harmless PopVia and its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Service, violation of these Terms, or infringement of any third-party rights.

13. Termination

We may terminate or suspend your account and access to the Service immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to other users, us, or third parties, or for any other reason at our sole discretion.

Upon termination, your right to use the Service will immediately cease. All provisions of these Terms that should survive termination shall survive.

14. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by posting the updated Terms on our website. Your continued use of the Service after such modifications constitutes acceptance of the updated Terms.

15. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which PopVia is incorporated, without regard to its conflict of law provisions.

16. Contact Us

If you have any questions about these Terms, please contact us at:

support@popvia.com