General Terms of Service

Last updated: 15 July 2026

These terms are also available in English and French.

In the event of discrepancies between the two versions, English or French, the English version will prevail.

This Agreement governs the access and use of the Crisp Platform and Services provided by Crisp to the respective Customer, to be offered via www.crisp.chat and www.hugo.ai, and collectively referred to as "Crisp Platform and Services".

If these terms cannot be accepted, you must not and should not create an account and access the Crisp Platform or make use of its Services.

Parties

The provider of the Crisp Platform and Services, is CRISP IM SAS, registered at 2 boulevard de Launay in Nantes (44100), and hereinafter referred to as "Crisp".

and

The "Customer",

meaning, the professional individual or entity, signed on to the Crisp Platform and making use of the Services, and as defined on the billing invoices,

and, to a certain extent, the Customers' Workspace Owners and Workspace Members, as defined below.

Together they are also referred to as "Parties", or singular as "Party".

Definitions

The following definitions are used in the Agreement, in both singular and plural form:

"Account" means the account created by the individual via www.crisp.chat or www.hugo.ai to make use of the Crisp Platform and Services.

"AI" or "Crisp AI Service" means artificial intelligence Services provided by Crisp or made available in Crisp Platform or Services. Related to Crisp AI Services, the following definitions will have the following meanings:

"AI Agent" or "Hugo AI" means the, by Crisp-developed artificial intelligence-powered software agent made available via www.hugo.ai or from within the Crisp Platform, and to be enabled within the Crisp Platform and interacting with systems or otherwise performing actions on behalf of the Customer within a Crisp Workspace.

"AI Output" or "Output" means any content, recommendation, decision, action, classification, instruction, or other result generated or produced by the AI agent in response to user inputs, data sources, configured instructions, or integrated systems, including, but not limited to, responses to customer questions, recommended support actions, or classification of support tickets and retrieving information from assigned knowledge bases.

"AI Services" means any and all artificial intelligence and machine learning functionalities made available, or that can be used by the Customer, in connection with the Crisp Platform and Services, including any capabilities that create, recommend, summarize, classify, or otherwise generate content.

"Customer Prompts", "Prompt" or "Input Data", or "Input" means both the information inputted by the Customer for the AI Agent to 'answer' (e.g. a query) as well as the configuration or instruction the AI Agent is meant to perform for the purpose of generating an output or performing a task, including, but not limited to, any data, content, document, configuration or information.

"Enrichment data" means data, information, insights, attributes, classifications, analytics, or other content that is obtained from third-party sources, publicly available sources, proprietary databases, or generated through data processing and analysis, and that is added to, combined with, or used to supplement Customer Data or other data made available through the Subscription Services.

"Fine-tuning" or "Fine-tuning Data" refers to the data used to further train or adapt a pre-trained AI model to a specific domain, task, organization, or use case, and therefore, shall mean any data, content, or information used to train, retrain, adapt, or customize a pre-trained AI model to improve its performance for particular tasks, domains, users, or applications.

"Generative AI" means an AI system designed to generate new content, such as text, images, audio, video, code, or other outputs, in response to prompts, instructions, or other input, such as, but not limited to, producing written responses, summarizing documents, drafting reports or emails, or writing computer code.

"GPAI" means, a General-Purpose Artificial Intelligence, subject to obligations from the EU AI Act. This includes an AI system with significant generality and can competently perform a wide range of distinct tasks, with a training compute threshold greater than 10^23 FLOP as the presumption for text generation. For reasons of clarity, the Crisp AI Service models, trained specifically for customer service on Customer's internal data is narrow by design and thus outside the scope of GPAI. The connected Large Language Models, on the other hand, such as Claude or ChatGPT, are defined as 'GPAI' models.

"Hallucination" means an AI-generated output that presents false, inaccurate, fabricated or unsupported information as if it were true or factual.

"Model Provider" or "Data Provider" means the company that develops, owns, license, or makes available an artificial intelligence model for use by others, through an Application Programming Interface "API", and to be used in connected with, or enabled by Hugo AI.

"Training Data" means the data, content, information, or datasets used during the development or training of an AI model to establish, adjust, or optimize the model's parameters, weights, or behavior, such as, but not limited to, pairs of questions and answers, structured databases, code repositories, text documents, user feedback and preferences, or images and videos.

"Affiliate" means any entity, company affiliated entity, Users or Account Owners that directly or indirectly controls, is controlled by, or is under common control with a party to this Agreement.

"Authorized Payment Method" means a valid and up-to-date payment method that we accept and that may be updated from time to time, as listed in the Account under 'billing' or 'billing settings'. This method may include payments processed through an account you maintain with a third-party provider.

"Beta Service" means any application, website, service, or feature that is identified or communicated for experimental purposes, pilot, limited release, under development, developer preview, non-production, or evaluation, and that is made available before its general commercial release.

"Billing period" means the period for which you agree to pay, or prepay fees related to your Subscription(s).

"Contact" means a single individual whose information is processed by the Customer in the Platform.

"Crisp Platform" or "SaaS Product" or "Platform" or "Site" means the software application or platform, made available via www.crisp.chat and is developed, monitored and offered by Crisp as software-as-a-service ("SaaS") -basis, as may be modified from time to time.

"Customer Materials" means all the Materials provided, posted, uploaded, input or submitted for public display, via or related to, a Customer Subscription with Crisp.

"Customer Data" means all data processed by the Customer in the Platform, including Contacts and Customer Materials.

"Customer Service" refers to the availability of Crisp Staff to answer questions related to the Crisp Platform and Services, and which service can be reached via the Crisp Chat Feature on the Website, or from within your account in our platform.

"Feature" or "Crisp-Feature" means any Crisp-developed, owned, or controlled functionality, tool, capability, component, module, enhancement, or service element that is incorporated by Crisp into the Subscription and made available as part of, or in connection with, the Subscription Service, including information, data, text, messages, software, audio, video, images, graphics, photographs, tags, and Enrichment Data.

"Feature add-ons" means additional tool and service enhancements that are made available to the Customer via the 'Plugins' section in the Customer or Workspace Owner Account, and which include Crisp Features as well as Third-Party Features.

"Fees" or "Price" means the price agreed according to the Account Plan, or as agreed in writing where the Subscription includes an Enterprise Plan.

"Free Services" means the Customer's access to the Platform, and making use of Features, for a defined or undefined period, on an unpaid trial or free basis.

"Services" or "Crisp Services" refers to any and all of the Crisp Services within the scope of a Customer's Subscription, including but not limited to access to the Crisp Platform, and making use of Features, and Crisp AI Services, via www.hugo.ai, as well as receiving Customer Service support, and technical services such as implementation, configuration, support, maintenance, as well as educational or marketing Services, such as providing webinars, training, or presentations, or other professional services, such as specific onboarding or consulting.

"Subscription" means the Customer's right to access and use the Crisp Platform and its Features under the pricing plan selected by the Customer, for the applicable billing period, and in accordance with the terms of this Agreement.

"Pricing plan" means the commercial offering selected by the Customer that specifies the fees, usage limits, included features, billing terms, and other conditions applicable to the Customer's access to and use of the Crisp Platform and Services.

"Third-Party Features" means any products or professional services provided by a third party that are not part of the Subscription Service, or under the control of Crisp, but are capable of being used or integrated with the Subscription Service.

"Third-Party Sites" means the third-party websites linked to, or used, in relation to the Crisp Subscription.

"Workspace" means the distinct, configurable and collaborative environment in the Crisp Platform, created for the Customer, and used to organize, manage, and access the Customer's data, records, and configure settings, workflows, integrations, communications and add or designate Workspace Members and Workspace Owners, including Workspace billing settings.

"Workspace Owner" means the individual who has been invited to, and registered with, the specific Workspace created by the Customer, to collaborate in the Workspace, as well as support and carry certain administrative responsibilities for the Workspace, on behalf of the Customer, such as configuration settings and the ability to add or remove Workspace Members.

"Workspace Member" means the individual, such as employee, consultant, contractor or agent, who has been invited to, and registered with, the Customer's Workspace to collaborate in the Workspace with the Customer.

Applicability

Agreement. These General Terms of Service ("General Terms") are part of the "Agreement" which includes, besides these General Terms, the Service Level Agreement ("SLA"), (for Customers on an Enterprise Plan), and the Data Processing Agreement ("DPA") and its Annexes.

Priority of Terms. In the event of any inconsistency, conflict, or ambiguity between the documents that form part of this Agreement, the following order of priority shall prevail:

these (commercial) General Terms of Service including, and where applicable the Service Level Agreement,
the Standard Contractual Clauses (where applicable),
the Data Processing Agreement,
any policy, service description, technical documentation or other materials referenced or incorporated into this Agreement.

Scope. These Terms and applicable Annexes apply to all legal acts between Crisp and the Customer, such as, but not limited to, requests, quotations, offers, order confirmations, and separate agreements.

Contracting Party. Provisions related to Subscription Management within a Workspace, such as billing, applicable Pricing plans and payment obligations, administrative controls, and other rights and obligations that by nature apply to the contracting Party, shall apply solely to the Customer and not to Workspace Owners or Members.

Modification. Deviation from these Terms is only possible in writing between the Customer and Crisp.

Severability

Right to object modification. Crisp reserves the right, at our sole discretion, to modify or replace these Terms at any time, upon which you will be notified. In the event you do not agree to the modification of these Terms, you have the right to cancel the Agreement but not later than 30 days.

Severability. In the event a provision in the Terms, or in the Agreement, is deemed not applicable, or considered invalid, the remaining provisions remain in full force and effect.

Interpretation. Invalid or unenforceable terms or provisions shall be changed and interpreted to accomplish the objectives of the initial provision to the greatest extent possible under any applicable laws.

Customer representation

Customer entity. Crisp Services are exclusively reserved for Customers who qualify as professionals within the meaning of the French Consumer Code, i.e. any natural or legal person, public or private, who are acting for purposes within the scope of his or her commercial activity, including when acting in the name or on behalf of another professional.

Professional Customer acknowledgment. The Customer acknowledges and warrants that it acts as entity, pursuant to the previous clause and does not benefit from the protections granted to consumers by applicable European and National applicable Consumer laws and regulations.

Customer representation. Customer warrants and represents to be fully able and competent to enter the terms, conditions, obligations, affirmations, representations and warranties set forth in this Agreement, and to abide by and comply with these Terms.

Customer Data. Crisp acknowledges the Customer as the rightful Party to deliver its Services to, and the Customer shall be the Party owning, or controlling, its Customer Data, including the right to access, use, disclose, modify, or delete information related to Contacts, as well as Workspace Owners or Workspace Members.

Customer Relationship with Workspace Owners and Members. RELATED TO THE SERVICES, WHICH ARE PROVIDED ON AN "AS IS", AND "AS AVAILABLE" BASIS, CRISP DOES NOT MAKE ANY REPRESENTATIONS OR WARRANTIES OF ANY KIND WHETHER EXPRESS OR IMPLIED, AND THE CUSTOMER IS SOLELY RESPONSIBLE FOR:

THE LEGAL AND ETHICAL COLLECTION AND USE OF DATA PROCESSING,
TO INFORM ANY WORKSPACE OWNERS AND MEMBERS OF ANY RELEVANT CUSTOMER POLICY AND PRACTICES AND WORKSPACE SETTINGS THAT MAY HAVE AN IMPACT ON THE DATA PROCESSING,
COMPLIANCE WITH APPLICABLE LAWS IN CUSTOMERS' JURISDICTION WHEN ACCESSING, SUBSCRIBING, OR MAKING USE OF CRISP PLATFORM AND SERVICES,
RESPOND OR RESOLVE ANY DISPUTE BETWEEN THE CUSTOMER AND ANY WORKSPACE OWNER OR MEMBER.

Account

Account. Following a clear and irrevocable acceptance of this Agreement, Crisp Platform and Services can be accessed and provided via registering and creating an Account, via Crisp-owned websites, such as, www.crisp.chat, or www.hugo.ai. It is not possible to make use of the Crisp Platform and Services, without an Account.

Unique profile. Each Account corresponds with a unique individual. Accounts cannot be created on behalf of someone else than yourself. You may not act as a broker, or intermediary of any kind.

Accurate information. Any information requested for the creation and provision of the Account must be true, accurate and complete, and changes must be updated in the Account without undue delay.

Due diligence. Crisp may verify an individuals' Account information, at any point, including via Third-Party tools and services, to verify if access to the Platform and Services is in accordance with this Agreement.

Account deletion. On behalf of Crisp, any individual may terminate its Account at any time. If the Account relates to an active Workspace including Members or Owners, the Workspace must be deleted first and remove its Workspace Members. Crisp is not responsible for any deleted Accounts which conflict agreements between Customers and Workspace Owners or Members.

Account data. The Customer is sole responsible to export all Customer Data from the Crisp Platform prior to deleting its Account. Crisp is not responsible nor liable for any lost data which has been irreversibly deleted as a consequence of deletion. Crisp is neither responsible for any authorized or unauthorized exports of Customer Data by Workspace Owners or Members.

Workspaces

Workspace creation. A Customer may create Workspaces and add individuals, at its own discretion, to collaborate with within the Workspace(s) at its own discretion.

Workspace permission roles. The Customer is responsible to assign to individuals the relevant Workspace role of 'Workspace Member' or 'Workspace Owner', and the Customer understands these roles correspond with the permission-access levels, responsibilities, and Workspace configuration possibilities.

Customer Workspace responsibilities. The billing entity of a Workspace, the Customer, is ultimate and fully responsible, for:

Applicable Fees, concerning any use or services, including Features and Plugins, implemented in the Workspace by any Workspace Owner, and which are subject to additional costs;
Workspace Members, the acts and omissions of the individuals in the Workspace, and authorized roles and permissions thereof,
Workspace Owners, the acts and omissions, including installed Features or Plugins, Workspace configurations, and towards Workspace Members.
Promptly revoke access rights, for any Workspace Owner or Member who is no longer authorized to use the Customer's Workspace Subscription Service on the Customer's behalf.
Informing Crisp, when security settings of the Crisp Platform is jeopardized, in any form, or if the Customer suspects abuse or fraud related to Accounts or Crisp Platform.

Workspace Accounts. When an individual is invited to collaborate in a Workspace as Workspace Member, its existing account is added to a Workspace. If the individual does not have an existing account, the individual is held to create a new and unique account to access the Crisp Platform and make use of the Crisp Services.

Workspace termination. Every Workspace Owner is able, within a designated Workspace, to remove all Workspace Members, export all data, and terminate and delete the Workspace. Consequently, all data within that Workspace, regardless of if exported, will be irreversibly deleted.

Individual Accounts. The removal of a Workspace Member or Owner, or deletion of a Workspace does not automatically result in the deletion of an individuals' Account. Only the individual who has created an Account to make use of the Crisp Platform and Services, can delete its Account.

Workspace relationships. Crisp is not required to investigate any employment relationship or partnership, past or current, in any form, between the Customer and any individual in its Workspace. Crisp provides the right for any professional or business entity to create its own Workspace and make use of the Crisp Platform and Services for their own business, pursuant to the terms of this Agreement.

Features and Plugins

Workspace Features. All Workspace Members can make use of all the Features and Plugins within a Workspace, as implemented and configured by the Workspace Owners or Customer, and as applicable to the Customer's Subscription and Pricing Plan.

AI Agent. Within the Crisp Platform environment, the Customer can make use of artificial intelligence services, as defined in the Section below "AI".

Feature pricing. Customer and Workspace Owners can add, implement, activate, install, or connect, at their discretion, additional Feature Add-ons in a Workspace, which may be subject to additional Fees. Such Fees shall be billed consequently via the Customer's Account.

Third-Party Features. Third-Party Features, Plugins, services or connections, including API connections, may be enabled, installed and integrated in the Crisp Platform upon the Customer's own responsibility. Third-Party terms may apply. Crisp is not responsible for any Third-Party tool or service, or community-built Feature, Plugin, or other connection or software.

Customer – or Third-Party Sites. The Customer is solely responsible for assessing the suitability, configuration, deployment, and use of the Crisp Platform and Services, including any Features, functionality, integrations, automations, workflows, communication tools, APIs, scripts or other capabilities for their purposes as made available to the Customer, by Crisp.

Feature termination. The terms and conditions of this Agreement apply simultaneously to any Feature enabled in the Customer's Account and applicable Workspace. Upon termination of the Workspace and/or Account, the Features terminate simultaneously and are no longer accessible.

Feature modifications. Crisp holds the right to modify the Subscription by adding or removing Features, functions, or Feature Add-ons that apply to your Subscription. Any modifications we make may not materially degrade the overall functionality of the Subscription during the current term to which your Subscription applies to.

Exceptions Modifications. Notwithstanding the above, Feature modification may have consequences, and degrade the functionality related to:

Free Services,
subscriptions if modifications are a result from changes outside of our control, such as a change to applicable law or a change to a Third-Party Feature,
modifications when making use of any Beta Services.

Feature Modification Remedy. If a material modification substantially degrades a Feature of the Subscription and Crisp does not provide, within a reasonable period, a substantially equivalent feature, the Customer may terminate its Subscription and obtain a pro rata refund of the amounts paid for the unexpired portion of the term. This remedy constitutes the Customer's primary remedy, without prejudice to mandatory rules of public policy applicable in cases of gross negligence or wilful misconduct by Crisp.

AI/AI Agent

AI System. Hugo AI is a "Crisp AI Service" system with incorporated artificial intelligence capabilities, including generative artificial intelligence and AI Agent functionality, to assist Customers in performing customer service, communication, knowledge retrieval, workflow automation, and related tasks. The application may utilize one or more general-purpose artificial intelligence ("GPAI") models, including large language models ("LLMs"), provided either by Crisp or by a third-party model provider as designated by the Customer.

AI Limitations. Crisp AI Services has the following limitations:

It does not constitute an autonomous decision-making system and is intended to provide assistance, recommendations, and automated functionality subject to appropriate human oversight.
It does not independently establish company policies make binding commitments on behalf of the Customer, enter into contracts, or exercise discretions which are only reserved for Customers and authorized Workspace Owners, unless expressly configured and approved by the Customer.

EU AI ACT Compliance. Under the European AI Act Regulation 2024/1689, and to the extent such requirements apply to the Crisp AI Service, Crisp is the AI system provider, the Data Model Provider is the GPAI model provider, and the Customer is the deployer. Therefore, the responsibilities are set out as follows:

Crisp implements appropriate measures, taken into account the nature and intended purpose of the Service, including:

transparency regarding the use of Crisp AI Service functionalities,
human oversight mechanisms,
reasonable measures to identify and mitigate material risks associated with AI Outputs,
documentation and information reasonably necessary to support the Customer's compliance obligations,
appropriate technical and organizational security measures relating to the security and operation of the Service, such as, but not limited to, maintaining segregated customer environments, and monitoring security of the Crisp AI Services, e.g. hallucination, thrifting, or accuracy levels.

Customer remains responsible for:

lawful use of the Service in connection with its business operations,
internal review and validation of AI Outputs,
implementing appropriate human oversight,
complying with applicable legal and regulatory requirements arising from its use of the Service, and
assessing if the specific use case constitutes the AI system to be 'high-risk' or otherwise triggers obligations under the EU AI Act, as well as conducting any required risk assessments, impact assessments, or conformity assessments relating to its specific use of the Service.

AI Disclaimers. The Customer acknowledges and agrees that the Crisp Features and Services incorporating artificial intelligence that have inherent technical limitations, such as, but not limited to:

Inaccuracies. AI Outputs may contain inaccuracies, omissions, errors, inconsistencies, or hallucinations, and may not always be complete, current, or factually correct.

Automation. The Service generates responses and recommendations based on statistical and probabilistic methods and does not possess human judgment, reasoning, intent, or understanding.

Variability. AI Outputs may vary for similar inputs and may produce different results over time due to model updates, changes in underlying technologies, or variations in inputs and context.

AI Input. The Customer is responsible for the input, and understands that the Service may misunderstand, misinterpret, or inadequately process ambiguous, incomplete, inaccurate, or complex inputs, and may not identify all relevant information, or errors, and may omit material facts or considerations.

AI Output. The Customer understands that the Service may generate outputs that are inappropriate, biased, offensive, misleading, violate intellectual property rights, or otherwise are unsuitable for the Customer's intended use despite implemented safeguards.

Customer overall responsible. The Customer is solely responsible for reviewing, validating, and approving AI Outputs before using, relying upon, communicating, publishing or implementing. It shall implement appropriate human supervision, policies, and controls, when using the Service in connection with its business operations.

Data Providers. The Service may rely, upon the Customer's discretion, risk and responsibility, on third-party AI Models, external data sources, or integrated systems. The Customer remains responsible for assessing the suitability of any selected AI provider or data source, and Crisp is in no way responsible for their engagement, API connection, availability, performance, and accuracy.

Crisp Data access. Except as expressly agreed in writing, Crisp does not use Customer Data, AI Inputs, or AI Outputs to train or fine-tune the Crisp's artificial intelligence models. For the necessity to provide the Service, however, Crisp may access, process, transmit, temporarily store, or otherwise process AI Inputs, AI Outputs, system logs, and related information to the extent reasonably necessary to:

Service provision. To provide and operate and monitor the Service;
Facilitate third parties. To facilitate communications with the, by the Customer designated third parties, e.g. AI Providers, third-party data sources, etc.
Monitor security. Maintain security, reliability and performance.
Customer support. Provide customer support where applicable.
Legal obligations. To comply with applicable and regulatory obligations.

Prohibited Use/Acceptable Use

Intended purpose. You agree to only use the Crisp Platform and Services, including Features, and Crisp AI Services, for the intended purposes and not to use the Platform and Services for any of the following, without limitation,

use the Features for any purpose other than for your own business,
use or attempt to use the Crisp Software and/or the Features in an offensive, abusive or unlawful manner or purpose, in particular by publishing or using terms that may be offensive or inappropriate;
transmit or attempt to transmit copyrighted material without the prior express consent of the copyright owner;
use or attempt to use any automated program (including, but not limited to, a robot, spider or other automated means or interface to access the Crisp Software and/or Features;
interfere or attempt to interfere with the proper functioning of the Crisp Software and/or Features in a manner that could damage, disable, overload or alter the Crisp Software, in particular, hack or attempt to circumvent any content filtering techniques that Crisp reserves the right to use;
copy, modify, merge, sell, redistribute, assign, transfer the software or the source code of the Crisp Software or any part thereof, as well as reverse engineer, decompile, disassemble, translate, decrypt or otherwise attempt to discover the source code used for the Crisp Software;
infringe or attempt to infringe any patent, trademark, trade secret, copyright held by Crisp;
introduce or attempt to introduce viruses, Trojan horses or other malicious or technologically harmful hardware,
create any derivative work based on any of Crisp Products except as expressly authorized by Crisp legal representative.

Security

Safeguards. Crisp has implemented, and maintains, reasonable and appropriate technical and organizational security measures to protect the Crisp Platform and Customer Data against unauthorized access, loss or modification.

Keeping passwords secure. The Customer, and any individual creating an Account at Crisp, is sole responsible to use strong passwords, and to keep Account credentials and passwords secure, and to not use these passwords in connection with other tools or services or share them with anyone else. Crisp is not responsible or liable for any breached credentials related to your Account.

Security breach notification to Crisp. You should notify Crisp instantly if your credentials or password is breached.

Security Assessments. The Customer is responsible for conducting any appropriate security review and privacy assessment, prior to making use of Features, and Third-party Services, including configurations, installations, and connections.

Permissions and access-control. The Customer is responsible for managing permissions and access-levels, including the monitoring thereof, related to any of its Workspace affiliates in a Workspace.

Security and Integrity. Crisp implements, and may modify, suspend, or enhance at its discretion, security controls, authentication requirements, technical safeguards, at any time where reasonably necessary to protect the Crisp Platform or any Customer Data.

Investigation of abuse. Crisp may investigate actual or suspected security incidents, such as, abuse, misuse, fraud, malicious activity, or violations of this Agreement, and may suspend any access of any individual where reasonably necessary to mitigate the risk or protect the Crisp Platform.

Confidentiality

Confidential Information. Subject to this Agreement, confidential information is considered any non-public information disclosed by a Party or its Affiliates (the "Disclosing Party") to the other party (the "Receiving Party"), whether orally, in writing, electronically, or by any other means, that is identified as confidential or that a reasonable person would understand to be confidential given the nature of the information and the circumstances of its disclosure.

Exempted from Confidential Information. Information shall not be considered Confidential when:

it was independently developed by Recipient without recourse to Discloser's Confidential Information;
it was made known to Recipient, without restriction, by a third party without violating the Terms and which was within the right to disclose;
it was in the public domain at the time of disclosure or enters the public domain without act or omission of Recipient;
it was rightfully known by Recipient, without restriction, at the time of disclosure; or
it was disclosed pursuant to an order or requirement of a french court; provided, however, that Recipient shall immediately notify Discloser and use its best efforts to prevent public disclosure of such information.

Intellectual Property

Crisp Intellectual Property. Crisp owns all rights, title and interest, including all intellectual property and industrial property rights, in and to the Crisp Platform, including without limitation the Features, the Crisp Software and the AI Agent infrastructure (excluding Customer Data and AI Outputs as defined herein), as well as patents, utility models, design rights, copyrights, trademarks, trade secrets, rights in integrated circuit topographies, and any application for registration or filing relating to any of the foregoing, including the sequence, structure, organization and source code of the Software. Any suggestion, improvement idea or feedback provided by the Customer regarding the Platform may be freely used by Crisp, without compensation or attribution obligation.

Customer IP. The Customer retains all rights, title, and interest in and to its Customer Data. Except for the limited right to access and use the Crisp Platform during the Subscription period, the Customer does not retain any rights or titles to the Crisp Platform or any of its Features under this Agreement.

Software license. Upon the creation of an Account, the Crisp Software is licensed to you. It it is not sold to you, and no title or ownership of the Crisp Software or any related intellectual property rights are being transferred to you under the terms of this Agreement.

No limitations. Crisp is not limited, in any way, to create other and new software or intellectual works, that are fully owned by Crisp.

Data Protection

Data Processor. Crisp acts as a Service Provider for the Customer and assumes the role, under the European General Data Protection Regulation 679/2016, as 'Data Processor', processing personal data on behalf of the Customer.

DPA. Crisp provides access and services to the Customer as a Data Processor, such as providing access and making use of the Crisp Platform and Features. These activities involve processing of Personal Data by Crisp as a Data Processor, and which are provided pursuant to the terms of the Data Processing Agreement.

Customer compliance. The Customer remains responsible for its own compliance with applicable data protection laws, including, but not limited to, transparency notices and lawful use of processing Customer Data in connection with the Crisp Platform and Services.

Data Controller obligations. Where Crisp is Data Controller, Crisp processes personal data, in principle, in compliance with the principles of the General Data Protection Regulation (EU) 679/2016, and informs the Customer, and other Data Subjects, of data processing details and their data subject rights, via the privacy policy on the website.

Term and Termination

Effective Agreement. This Agreement commences from the moment the Customer or individual has created an Account at Crisp and remains in effect for as long Account is active, and until the effective date of termination. The Crisp Platform can be accessed including its Features until the last day of the Subscription period.

Termination of Agreement by Customer. This Agreement may be terminated, pursuant to the terms of this Agreement, and applicable Fees paid, at any moment, by the Customer. For reasons of clarity, the deletion of a Workspace, by either the Customer or a Workspace Owner, does not simultaneously lead to the termination of a Subscription, which is connected to the Customer account, the billing entity. The Customer, therefore, is the sole entity able to terminate this Agreement, by:

by modifying its Subscription via its Account under 'billing', or
by deleting the Workspace and deleting its Account, given that applicable Fees are paid, or
through reaching out to Crisp via the contact channels as provided on the website.

Termination Monthly Subscription. Monthly Subscriptions are entered into without any commitment period and may be terminated at any time from the Site. Termination takes effect immediately upon notice, resulting in the loss of access to the Features of the relevant Plan. The current month remains due and is non-refundable, whether in full or on a pro rata basis.

Termination Annual Subscription. For annual Subscriptions, termination takes effect on the first day following the renewal of the annual Subscription period.

Termination or Suspension of your Account. Without any prejudice to any other right or remedies, this Agreement may be terminated by Crisp, or your Account may be suspended, upon written notice to the Customer, or any of its Workspace Owners or Members, if any of the affiliated individuals, and without any right or entitlement to any payment, compensation, refund, damages, or otherwise:

If the Customer fails to fulfill the applicable Fees,
if Crisp, or you, have concerns about the security of your account, or Crisp Platform,
materially breaches this Agreement, and fails to cure such breach after receiving written notice specifying the breach,
if the Customer of any of its team members engages in fraudulent, unlawful, abusive, deceptive, or malicious conduct,
if Crisp reasonably determines that the Customer or any Workspace Members or Owners are using the Crisp Platform and Features in a manner inconsistent with the purpose of this Agreement, or seek to circumvent technical or contractual restrictions, compromises the security, integrity, or availability of the Crisp Platform and Features, or otherwise acts in bad faith.
if we reasonably believe that we need to do so in order to protect our data, intellectual property, or business reputation.
If Crisp is required to do so, by applicable law, regulation or any court or authority to which Crisp is subject to in any jurisdiction.

Termination consequence. Upon termination, the Customer, and its Workspace Members shall cease access to the Platform and no longer be able to make use of the Services. Crisp will delete irreversibly all copies of the Customer and User Account and data, and Customer is similarly required, and responsible to inform their Users to do the same, to delete all copies of the Crisp Service and Crips Confidential Information obtained in the course of Service provision, from their devices.

Invoking a breach. You are not entitled to invoke your own breach of the Terms, and in particular providing inaccurate statements, to request early termination of the Subscription.

Pricing and Fees

Applicable Fees. The Customer is responsible to pay for the applicable Fees and the use of the Features as included in the chosen Subscription, as indicated on the Site.

Pricing errors. Crisp makes reasonable efforts to ensure that Pricing information displayed on the Site is accurate. However, pricing, feature descriptions and other information may contain errors, inaccuracies, or omissions, and Crisp reserves the right to correct such errors at any time and will not be held to provide a Feature or Service at an incorrect Price displayed as a result of an error, technical issue, or omission.

Downgrades. During your current and active Subscription term, you are permitted to downgrade at any time unless yearly engagement or enterprise contract.

AI and WhatsApp credits. AI and WhatsApp credits will be attributed to your Account and be renewed each month. Unused monthly credits will be lost upon next month renewal.

No refunds. Crisp does not refund Fees for the use of the Features, or Crisp Platform, whether paid on an annual or monthly basis. In particular, the lack of use of the Features following payment, the deactivation of the Account or the transmission of a termination request does not entitle to a refund of the payments made to Crisp.

Invoices. Your invoices are available on the Site via your account.

Pricing changes. We reserve the right to change the fees or billing terms from time to time in accordance with these Terms.

Payment methods. The payment methods accepted are those listed on the Site at the time of payment. By adding a payment method to the Site, you agree to be charged for any unpaid, current or expired subscription periods.

Free Services

Free Trial Access. Crisp may, at its own discretion, offer the Customer access to certain premium Features in the Crisp Platform on a free trial basis for a limited period (hereinafter: "Free Trial"), solely for demonstration and evaluation purposes.

Free Trial Conditions. The Free Trial is subject to usage limits, Feature restrictions, or other conditions as set or specified by Crisp, and may be modified, suspended, or terminated by Crisp at any time.

Free Account. Upon the end of the Free Trial, the Customer is held to subscribe to a paid Subscription Pricing Plan to maintain access premium Features, or the Customer's Account will be downgraded to the "Free Account": a free Subscription, at no charge, offering access to the Crisp Platform including certain basic Features and functionalities.

Loss of Data. Upon downgrading to a Free Account after a Free Trial, the Customer doesn't lose related data in connection with premium Features, the data from Features are unavailable.

No obligations. Free Trials and Free Accounts are used by any individual on its own risk and responsibility and are provided by Crisp on an "AS IS" basis, and, to the maximum extent permitted by law, without any warranties or liabilities, service commitments, support obligations, or service level guarantees. Crisp has no obligation to continue offering Free Trials or Free Accounts, and such Accounts may be suspended or terminated at any time at Crisp' discretion.

Liability and Indemnification

Warranty and Disclaimers. Customer acknowledges and expressly agrees that:

use of the Crisp Platform and Features is at your sole risk;
even though no software can guarantee 100% assurance to be secured and that it won't be intercepted, or show a vulnerability, Crisp is doing its utmost best and efforts to prevent this from happening.
the Customer is responsible for the security of its systems, programs and data when it engages with Crisp Platform and installs, connects, or uses Features, Plugins, or other connections;
the Customer is solely responsible for the configuration of its computer hardware, programs and platforms used in connection with, or to access, the Crisp Platform and the Features;
Crisp has no control, responsibility or liability for any links to third-party websites, applications, or resources, including its availability, content, advertising, products, or other materials.

Crisp may make available documentation, user guides, knowledge base articles, blog posts, tutorials, technical guidance and other informational materials, solely for general information and educational purposes to assist the Customer in the use of the Services, however, does not warrant that these materials are complete, accurate, up-to-date, error-free, or suitable for the Customer's particular case. Crisp provides these on an "as is"- basis and may update these materials from time to time without notice. The Customer remains solely responsible for independently evaluating and determining the suitability of any information, recommendation, example, or best practice contained therein.

Scope of liability. neither Crisp nor its suppliers or licensors shall be liable to you for any direct, indirect damages of any kind, including but not limited to,

damages for loss of property, profits, goodwill, use, data or other tangible or any other damages based on contract, tort, or otherwise (even if Crisp has been advised of the possibility of such damages), resulting from: the Site or Features;
the use or the inability to use the Site or Crisp Software;
unauthorized access to or alteration of your transmissions or data; statements or conduct of any third party on the Site or the Features;
any actions we take or fail to take as a result of communications you send to us;
loss of data in a local environment;
human errors;
loss of wasted management time or staff time;
technical malfunctions;
system or Service failures;
omissions, interruptions, latency, deletions or defects of any device or network, providers, or software (including, but not limited to, those that do not permit participation in the Features);
any injury or damage to computer equipment;
inability to fully access the Site, the Features or any other website;
theft, tampering, destruction, or unauthorized access to, images or other content of any kind; data that is processed late or incorrectly or is incomplete or lost;
typographical, printing or other errors, or any combination thereof;
or any other matter relating to the Site or any other aspect of the Features.

Limitation of Liability. If despite the previous section, Crisp is found liable by a court for any reason whatsoever, Customer expressly agrees that Crisp's aggregate liability will be strictly limited to the fees for the access to the Features charged to you during the last twelve (12) months prior to the date of the document instituting the proceedings. Notwithstanding, and to the extend by law permitted, nothing shall limit either Party's liability for:

Death or personal injury where required by law,
Fraud,
Willful misconduct to the extent required by law.

Indemnification. Customer expressly agrees to indemnify and hold Crisp and their third-party service providers, and each of their officers, directors, agents, joint venture entities, employees and representatives, harmless from any claim or demand (including attorneys' fees and any fines, fees or penalties imposed by any regulatory authority) arising out of or related to:

your breach of any of these Terms;
your use of the Features; and
your violation of any law or regulation of any jurisdiction, or the rights of any third party.

Disputes and Jurisdiction

Governing law. This Agreement, including any and all Attachments and Annexes, and the rights and obligations of the Parties hereunder or however connected with their execution, shall be governed by and construed and interpreted in accordance with the laws of France.

Dispute resolution. For any disputes that may arise between the Customer and Crisp, Parties shall primarily endeavor to reach an amicable settlement. In absence of an amicable solution, any disputes arising out of, or in relation to, the terms of this Agreement, shall be submitted to the jurisdiction of the Commercial court of Nantes.

General Provision

Transfer, Assignment or Delegation. This Agreement, including these Terms, and any rights and obligations and the license granted hereunder, are limited, revocable, non-exclusive and personal to the Customer and therefore may not be transferred, assigned or delegated by you to any third-party without our written consent, but may be transferred, assigned or delegated by Crisp without restriction to any third party. Any attempted transfer or assignment in violation hereof shall be null and void.

Entire Agreement. Except otherwise provided herein, this Agreement and the Terms (as amended from time to time) and any document expressly referred to hereof constitute the entire agreement between the parties and supersedes any prior agreement, promise, assurance, warranty, representation, understanding, undertaking or arrangement between the parties relating to the subject matter of these Terms, whether written or oral. No oral explanation or oral information given by either Party shall alter the interpretation of these Terms, and no Party relies on any representation or information that is not expressly included herein.

Language. This Agreement and these Terms are concluded in the French and English language, and all communications including any notices or information being transmitted shall be in English.

Waiver. The delay of enforcement or the non-enforcement of any of the provisions of these Terms by any Party shall not be construed as a waiver of any of the other rights of that party under these Terms.

Receiving communication. When creating an Account, you agree that we may provide you with any notices or other communications, including marketing, relating to your use of the Platform and Features:

via email (in each case to the address that you provide), SMS message, or telephone call (in each case to the phone number that you provide), or
by posting to the Site or Platform. For notices made by email, the date of receipt will be deemed the date on which such notice is transmitted. You will always be given the option to unsubscribe from receiving any marketing material from us.

Crisp Communication channels. You may reach us via one of our communication channels:

the messaging widget on the website or Crisp Platform,
or via email at: support@crisp.chat

Section headings. Section numbering and titles in this Agreement are for convenience only and have no legal or contractual effect.

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