Terms of Service

1. The service

RagForge AI provides AI assistants that answer a Customer's website visitors by chat and voice and callers by phone, using knowledge the Customer adds; a live view of website visitors; lead capture and meeting booking; human takeover, so the Customer's team can join a conversation; and, on plans that include it, call recording. Features depend on the plan.

AI output can be inaccurate. Answers are generated automatically from the content and settings the Customer provides and may be incomplete, out of date or wrong. The Customer configures the assistant — its knowledge, instructions, languages and when a person takes over — is responsible for that configuration, and must review the assistant's answers regularly, especially on prices, availability, policies and anything a visitor may rely on.

2. No professional advice

Neither RagForge AI nor the assistants it runs give medical, legal, financial, tax or other professional advice. Customers in regulated fields — for example clinics, dental and medical practices, law firms or financial advisers — must set their assistant to give general information only, must not let it diagnose, prescribe, assess legal rights or recommend financial products, and must pass such questions to a qualified person. Visitors should not treat the assistant's answers as professional advice.

3. Accounts

You must be at least 18 and give accurate information. You are responsible for your account, your team members and everything done through them, and for keeping sign-in details secure. Tell us at once about unauthorised use.

The service is for business and professional use, but individuals may also use it. Where you are a consumer, nothing in these terms takes away rights you have under the law of your country.

4. Your responsibilities when you use the service

• Follow our Acceptable Use Policy.
• Keep the AI disclosures, consent prompts and recording notices that RagForge AI shows. Do not hide, remove or change them.
• Recording: turn recording on only where you may lawfully record. Some places — including several US states, such as California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania and Washington — require every party's consent. You are responsible for lawful recording in your markets.
• Human takeover: you are responsible for your staff who join conversations, for what they say and for treating visitors' data lawfully.
• Privacy: you are the controller of your visitors' and callers' data. You must have a privacy notice that covers RagForge AI and, where the law requires, collect consent. Our Data Processing Agreement forms part of these terms.
• Phone numbers: use phone numbers only for inbound calls and lawful purposes, and comply with telecoms rules and number-registration requirements in each country.
• Do not reverse engineer, decompile or copy the service, overload or disrupt it, test its security without our written permission, get around plan or rate limits, or otherwise abuse it.

5. Plans, payment and refunds

New accounts start with a 30-day free trial of AI website chat (chat only); when it ends, the assistant stops replying until a paid plan is in place. Paid plans are billed monthly in advance, in pounds sterling (GBP), with VAT and other sales taxes included in the price, and renew automatically each month until cancelled. There is no annual plan. Subscriptions are sold through Stripe (Link), which acts as merchant of record (reseller): it takes the payment, calculates and pays the taxes, and handles payment questions and disputes. Card statements show LINK.COM. Nothing is charged for usage beyond a plan's allowance: when a monthly allowance of messages or voice minutes is used up, that feature pauses until the next month or a change of plan.

You can cancel at any time in Settings → Plan and usage → Manage billing, through Link, or by emailing support@ragforgeai.com; the plan stays active until the end of the paid period and then moves to Free. An upgrade starts straight away and you pay the difference for the rest of the month; a downgrade starts at the next billing period. If a payment fails it is retried for a short time and the plan stays active; if it still fails, the plan moves to Free. Refunds follow our Refund Policy: a full refund within 14 days of a payment, and no refund after that, for businesses and consumers alike, without affecting statutory rights.

We may change prices or plans with at least 30 days' notice; the change applies from the next billing period.

6. Your content and data

You keep all rights in the content you upload and in your visitors' conversations ("Customer Content"). You give us a licence to host, process and transmit Customer Content only to provide and secure the service.

No training on your data. We do not use Customer Content to train AI models, and neither do our AI providers: training and data sharing are switched off on our OpenRouter account, and our other AI and speech providers process Customer Content only to provide their service to us.

Retention and deletion are described in our Privacy Policy: call recordings are deleted 45 days after the call, transcripts and visitor activity after 90 days, and account data within 30 days of account closure.

7. Our intellectual property

RagForge AI, its software, design and documentation belong to us or our licensors. You may use them only as part of the service. Do not copy, resell, reverse engineer or build a competing service from it.

8. Feedback

If you send us ideas, suggestions or other feedback, you give us a perpetual, worldwide, royalty-free licence to use it for any purpose, without any obligation to you. Feedback does not include your Customer Content.

9. Third-party services and integrations

The service relies on the providers listed in the Sub-processors section of our Privacy Policy.

You can sign in with Google. Sign in with Google is provided by Google under its own terms and privacy policy, which you must accept and follow. We do not control it and are not responsible for its availability, its changes or how Google handles data. If Google changes or withdraws it, signing in with Google may change or stop.

10. Availability and changes

We work to keep the service available and secure, but it is provided without a guaranteed uptime unless a separate written agreement says so. We may change or improve features; if we remove a material paid feature we will tell you in advance, and you may cancel and receive a pro-rata refund of prepaid fees for the unused period.

11. Suspension and termination

We may suspend or end access if you seriously or repeatedly break these terms or the Acceptable Use Policy, if your use creates a legal or security risk, or if you do not pay. Where reasonable we will warn you first. You may close your account at any time.

12. Effects of termination

• Access to the dashboard, the assistants and any phone numbers stops, and phone numbers may be released back to the carrier.
• Fees already paid are not refunded except under the Refund Policy or where these terms say so; any amount already owed becomes due.
• Customer Content and personal data are deleted within 30 days (and from backups within a further 7 days), unless the law requires us to keep them. Ask us before closing if you want a copy.
• The sections on fees owed, intellectual property, feedback, liability, indemnity and governing law, and any other term that by its nature should continue, stay in force.

13. Warranties

The service is provided "as is" and "as available". To the extent the law allows, we disclaim implied warranties, including fitness for a particular purpose and that AI answers are accurate. Consumers keep their statutory rights, for example that a digital service is supplied with reasonable care and skill.

14. Liability

Nothing limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law.

Subject to that: neither party is liable for indirect or consequential loss, or for loss of profit, revenue, goodwill or data; and each party's total liability arising out of or relating to these terms is limited to the fees the Customer paid us in the 12 months before the event giving rise to the claim. We are not liable for AI answers relied on without checking or as professional advice, for the Customer's own recording, takeover or marketing practices, or for third-party services the Customer connects.

If you are a consumer, this section does not limit any liability that consumer law does not allow us to limit, and you keep all your statutory rights.

15. Indemnity

The Customer will defend and compensate RagForge AI against claims, fines and losses arising from its Customer Content, its misuse of the service, its breach of these terms or the Acceptable Use Policy, or any unlawful use of the service — including unlawful recording, human takeover or marketing. For consumers this applies only to the extent the law allows.

16. Law and disputes

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live and may bring proceedings there. Before going to court, please write to us so we can try to resolve the issue.

17. General

We may update these terms; material changes will be emailed at least 30 days before they apply. If a provision is unenforceable, the rest remains in force. Neither party is liable for delays caused by events beyond its reasonable control. Questions: support@ragforgeai.com.

Refund Policy

1. 14-day refund

Every customer — business or consumer — can ask for a full refund within 14 days of a payment. This applies to a first subscription payment, a renewal and an upgrade. Each payment has its own 14 days.

After 14 days, payments are not refundable. You can still cancel at any time in Settings → Plan and usage → Manage billing or by emailing support@ragforgeai.com; your plan stays active until the end of the period already paid, and you will not be charged again.

2. How to ask

Email support@ragforgeai.com from the account's email address within 14 days of the payment, with the workspace name. You do not need to give a reason. We confirm within 2 business days.

Refunds are paid by Stripe (Link), our merchant of record, to the original payment method, normally within 5–10 business days depending on the bank. Taxes collected are refunded with the payment. Stripe may also refund a payment directly in some cases, for example to settle a payment dispute.

3. What happens to the account

When a refund is issued, we cancel the subscription: the paid plan ends, the workspace moves to Free and the assistant stops replying to visitors; the workspace stays open so you can review or delete your data (or closes, if you ask). Your data is kept or deleted as described in our Privacy Policy.

4. Exceptions

We may refuse a refund where the account was used in serious breach of our Acceptable Use Policy (for example spam or fraud), or where the same customer repeatedly subscribes and asks for refunds to obtain the service for free.

Phone-number fees charged by a carrier for a number already ordered, and usage charges above a plan's allowance that were already consumed, may be deducted where the law allows; we will tell you before deducting anything.

5. Your statutory rights

This policy adds to, and does not reduce, your rights under consumer law — for example the UK Consumer Contracts Regulations, EU consumer law, or the consumer-protection and e-commerce laws of Saudi Arabia, the UAE and other countries. If the service is faulty or not as described, you may have rights to a repair, price reduction or refund at any time.

Acceptable Use Policy

This policy applies to every customer, every team member and everything their AI assistants say or do.

1. Not allowed

• Spam and unsolicited marketing — by chat, email, SMS or any other channel, including messages to people who have not agreed to receive them.
• Robocalls and unlawful calling — automated or AI outbound calls without the consent the law requires (for example under the US Telephone Consumer Protection Act and national do-not-call rules), auto-dialling, number spoofing, or calls outside permitted hours.
• Scams, fraud and deception — phishing, collecting payment or login details under false pretences, fake reviews, pyramid schemes, or misleading claims about products, prices or availability.
• Illegal content and activity — anything unlawful where the customer or its visitors are, including content that is defamatory, harassing, hateful, violent, sexually exploitative, infringes intellectual property, or facilitates illegal goods or services.
• Impersonation — presenting the AI as a human, removing or changing the AI disclosures, or pretending to be another person, company or authority.
• Recording without disclosure — recording calls without the notice RagForge AI provides, or where the law requires consent that has not been given.
• Harming children — any use directed at people under 18, or any content that exploits or endangers children.
• High-risk decisions — using the assistant to make decisions with legal or similarly significant effects on people (for example credit, employment, insurance, housing, health or legal advice) without qualified human review.
• Sensitive data by design — configuring the assistant to collect health, biometric, financial-account, government ID or other special-category data, unless the customer has a lawful basis and has told us in writing.
• Abusing the service — security testing without our written permission, overloading the service, circumventing plan limits or rate limits, reselling access, or scraping.

2. Customer responsibilities

• Human takeover: the customer is responsible for every team member who joins a conversation — what they say, how they treat visitors and how they handle visitors' data.
• Lawful recording: the customer turns recording on only where it is lawful in its markets, including places that require every party's consent, and keeps the recording notice in place.
• Knowledge content: the customer has the right to use every document and web page it adds, and keeps it accurate.
• Consent: the customer keeps the consent prompts working and passes its visitors' choices to the widget where it runs its own cookie banner.

3. What happens if this policy is broken

We may remove content, pause an assistant or phone number, suspend or close an account, and report illegal activity to the authorities. Where reasonable we warn first. To report misuse, write to support@ragforgeai.com.

Annex: Data Processing Agreement

This Data Processing Agreement ("DPA") forms part of the Terms of Service between RAGFORGE AI LTD ("RagForge AI", the Processor) and the customer (the Controller). It applies whenever RagForge AI processes personal data on the Controller's behalf. If this DPA and the Terms conflict on data protection, this DPA prevails.

1. Roles and scope

The Controller decides why and how visitor and caller data is processed; RagForge AI processes it only on the Controller's documented instructions, which are the Terms, this DPA and the Controller's settings in the dashboard. RagForge AI is a separate controller only for account, billing and security data about the Controller and its users.

This DPA covers the UK GDPR and Data Protection Act 2018, the EU GDPR, the Swiss FADP, the Saudi Personal Data Protection Law, the UAE Federal Decree-Law No. 45 of 2021, the DIFC Data Protection Law No. 5 of 2020, the ADGM Data Protection Regulations 2021, the data-protection laws of Qatar, Kuwait, Bahrain and Oman, and US state privacy laws in which RagForge AI acts as a "service provider" or "processor". Terms are read as their equivalents under each law.

2. Details of the processing

3. Processor obligations

• Process personal data only on documented instructions, and tell the Controller if an instruction appears to break the law.
• Ensure everyone with access is bound by confidentiality.
• Apply the security measures in section 7.
• Not use personal data for its own purposes, not sell or share it, and not use it to train AI models.
• Help the Controller respond to data-subject requests (access, correction, deletion, portability, objection) — the dashboard lets the Controller view and delete conversations, recordings and contacts.
• Help the Controller with data-protection impact assessments and consultations with authorities, where relevant to the service.
• Show the AI disclosure in every chat and before every call, show the recording notice when recording is enabled, and offer the consent mechanism described in the Cookie Policy.

4. Controller obligations

• Have a lawful basis for the processing and give data subjects the information the law requires, including a privacy notice that mentions RagForge AI.
• Obtain consent where required — for example for visit tracking of UK/EU visitors (through the widget's consent mechanism or its own banner) and for call recording where all-party consent is required.
• Use human takeover and recording lawfully, and make sure its team members do the same.
• Not instruct processing that would breach applicable law or the Acceptable Use Policy.

5. Sub-processors

The Controller gives general authorisation for the sub-processors listed in the Sub-processors section of our Privacy Policy. RagForge AI binds each by written terms at least as protective as this DPA and stays responsible for them. RagForge AI gives at least 30 days' notice of a new sub-processor (on that page and by email to Controllers who ask). The Controller may object on reasonable data-protection grounds within that period; if no solution is found, the Controller may terminate the affected service and receive a pro-rata refund of prepaid fees.

6. International transfers

Primary storage is in the EU (Ireland) and processing infrastructure in the EU (Netherlands); some sub-processors are in the United States. For transfers from the EEA, the EU Standard Contractual Clauses (Commission Decision 2021/914, Module 2 controller-to-processor and Module 3 processor-to-processor) are incorporated by reference; for the UK, the International Data Transfer Addendum; for Switzerland, the clauses as adapted for the FADP. For Saudi Arabia, the UAE, the DIFC and the ADGM, transfers rely on the mechanisms those laws provide (adequacy, standard contractual clauses or other appropriate safeguards), which the parties agree to put in place on request. RagForge AI assesses the laws of the destination country and applies supplementary measures (encryption in transit, data minimisation) where needed.

7. Security measures

• Encryption in transit (HTTPS/TLS) for all traffic; storage with providers that encrypt data at rest.
• Logical separation of each Controller's data; every request checked against the Controller's workspace and the user's role.
• Access limited to staff who need it; strong authentication (including two-factor authentication) for administrative access; access logged.
• IP addresses are not stored with visitor activity and are never shown to Controllers.
• Rate limits, bot protection and abuse monitoring.
• Backups kept for up to 7 days.
• Secrets kept outside the code and rotated; dependencies pinned and reviewed.

8. Personal-data breaches

RagForge AI will notify the Controller without undue delay and in any event within 72 hours of becoming aware of a personal-data breach affecting the Controller's data, with the information available (what happened, data and people affected, likely consequences, measures taken), and will update it as more becomes known. RagForge AI will help the Controller meet its own duties to notify authorities and individuals.

9. Retention, return and deletion

At the end of the service RagForge AI provides a copy of the Controller's data on request made before closure, and deletes the Controller's personal data within 30 days, except where the law requires it to be kept. Backups are overwritten within 7 days.

10. Audits

RagForge AI will make available the information reasonably needed to show compliance with this DPA, including answers to security questionnaires. Where that is not enough, or an authority requires it, the Controller may audit (itself or through an independent auditor bound by confidentiality) once a year, with at least 30 days' notice, during business hours and at its own cost.

11. US state privacy laws

Where US state privacy laws apply, RagForge AI is a service provider/processor: it will not sell or share personal data, will not retain, use or disclose it outside the direct business relationship or for any purpose other than the services, will not combine it with data from other sources except as the law permits, and will tell the Controller if it can no longer meet these obligations.

12. Liability and term

Liability under this DPA is subject to the limits in the Terms, except where the law does not allow that. This DPA lasts as long as RagForge AI processes personal data for the Controller. Contact for data-protection matters: support@ragforgeai.com.

RAGFORGE AI LTD is a company registered in England and Wales, company number 17524862, registered office 128 City Road, London, EC1V 2NX, United Kingdom. Contact: support@ragforgeai.com.