Terms of Service
These Terms of Service govern access to and use of Botzeno, including the Botzeno website, demo environment, hosted widget, backend systems, lead routing, integrations, notifications, billing flows, and related managed services.
1. Operator
Botzeno is operated by Sirivimon Prabrat as a sole trader. Botzeno is provided under the Botzeno brand.
2. What Botzeno is
Botzeno is a hosted and managed AI receptionist and lead capture service for business websites.
The service may include a website chat widget, AI-assisted enquiry handling, lead extraction, email, Telegram, and WhatsApp delivery where enabled, configuration, setup, maintenance, support, updates, billing access, and service improvements.
Unless expressly agreed in writing, Botzeno is provided as a managed service only.
3. Licence and permitted use
Subject to payment and compliance with these Terms, the client receives a limited, revocable, non-exclusive, non-transferable right to use Botzeno as a hosted service on approved websites.
- The client may use the Botzeno widget on agreed websites.
- The client may receive enquiries and lead notifications generated through the service.
- The client may access the client portal where enabled.
- The client may request reasonable configuration changes within the agreed service scope.
- The client does not receive ownership of the software, source code, backend systems, prompts, workflows, or related intellectual property.
4. Client responsibilities
- Provide accurate business, contact, billing, and routing information.
- Review incoming enquiries and follow up promptly.
- Use the service lawfully and responsibly.
- Ensure their own website content, clinic practices, and business processes are suitable for receiving enquiries.
- Maintain access to the email address used for the Botzeno client portal and billing access.
- Keep payment and billing details accurate and up to date through the relevant payment provider where applicable.
- Comply with their own privacy, consumer, health-related, advertising, and professional legal obligations where applicable.
5. Prohibited conduct
The client must not, and must not allow others to:
- Copy, reproduce, modify, reverse engineer, decompile, or attempt to extract any part of the service.
- Resell, sublicense, or commercially exploit the service beyond the agreed use.
- Attempt to access restricted endpoints, admin systems, servers, source code, or private integrations.
- Use the service in a way that is unlawful, misleading, abusive, harmful, or technically disruptive.
- Use Botzeno to send unlawful content, spam, or material that infringes third-party rights.
- Use the service to collect sensitive personal information unless this has been expressly agreed in writing and is lawful for the client’s business context.
6. Fees and billing
Botzeno may charge setup fees, monthly subscription fees, usage-related fees, or other agreed charges.
Fees and billing arrangements will be set out in the relevant proposal, invoice, Stripe Checkout page, Stripe Customer Portal, onboarding agreement, or other written communication.
Payments may be processed through third-party payment providers, including Stripe. By submitting payment details through a third-party payment provider, the client authorises the relevant charges in accordance with the applicable payment terms shown at checkout or otherwise agreed in writing.
7. Payment processing and financial information
Payments for Botzeno may be processed through third-party payment providers, including Stripe.
When a client pays through Stripe Checkout or manages billing through the Stripe Customer Portal, payment details are entered directly into Stripe’s secure hosted payment pages. Botzeno does not collect, receive, store, or process full card numbers, card security codes, bank account login credentials, passport details, government identification documents, or other sensitive financial credentials.
Botzeno may receive and store limited billing-related information from Stripe, such as payment status, subscription status, customer ID, subscription ID, invoice status, transaction references, billing email, payment event type, and event metadata. This information is used to operate the service, manage subscriptions, provide support, reconcile payments, prevent duplicate billing actions, and maintain business records.
Botzeno does not use stored billing metadata to independently charge a client outside the payment provider’s authorised billing flow, except where the client has authorised the relevant payment arrangement through Stripe or another agreed payment provider.
Stripe and other payment providers operate under their own terms, privacy policies, security practices, verification requirements, and legal obligations. Botzeno is not responsible for the availability, security, processing decisions, payment declines, verification requirements, errors, or service interruptions of third-party payment providers, except to the extent that liability cannot lawfully be excluded.
The client is responsible for ensuring that billing details entered into Stripe or any other payment provider are accurate and kept up to date.
8. Privacy and data handling
Botzeno may process information required to provide the service, including business details, contact details, portal user email addresses, website enquiry messages, lead information, configuration data, support communications, technical logs, and limited billing metadata.
Botzeno does not intentionally request or require clients or website visitors to provide passport details, government identification documents, full payment card numbers, card security codes, or bank account login credentials through the Botzeno widget or client portal.
The client is responsible for ensuring that its own website privacy notices, consent flows, business processes, and use of Botzeno comply with applicable privacy, consumer, health, and professional obligations.
Where website visitors submit information through a Botzeno widget, the client remains responsible for reviewing and handling those enquiries appropriately, including any privacy, clinical, booking, follow-up, retention, or deletion obligations that apply to the client’s business.
9. Cancellation
A client may cancel the service at any time by contacting info@botzeno.com or by using an available billing management option where enabled.
Unless otherwise agreed, cancellation stops renewal for the next billing period, and service access continues until the end of the current paid billing period.
No partial refund is provided for the unused remainder of a paid billing period unless required by law or expressly agreed by Botzeno.
10. Refunds
Refund requests may be considered within 10 days of payment where the agreed setup or integration has not been completed as promised, or where the service materially fails to operate as agreed and Botzeno is unable to fix the issue within a reasonable time.
Where a refund is approved, it will usually be returned to the original payment method through the relevant payment provider where possible.
Third-party payment provider fees, currency conversion costs, bank fees, or card issuer fees may not always be refundable by Botzeno.
Nothing in these Terms excludes or restricts rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.
11. AI and service limitations
Botzeno uses AI and automated systems. The client acknowledges that AI-generated responses may not always be accurate, complete, or appropriate, and lead extraction, classification, and routing may not always be correct.
- Botzeno does not guarantee 100% response accuracy.
- Botzeno does not guarantee uninterrupted or error-free operation at all times.
- Botzeno does not guarantee that every visitor will become a lead.
- Third-party providers and delivery systems may experience outages, delays, filtering, blocks, or delivery failures.
- The client remains responsible for reviewing enquiries, verifying information, and deciding how to respond to visitors or customers.
12. No medical or emergency use
Where Botzeno is used by dental clinics or other healthcare-related businesses, Botzeno is intended for enquiry handling and lead capture only.
Botzeno does not provide medical, dental, diagnostic, treatment, triage, prescription, or emergency advice.
The client remains responsible for clinical communications, patient triage, booking review, professional judgement, and any medical, dental, privacy, record-keeping, or regulatory obligations. The service must not be relied on for emergencies.
13. Intellectual property
All intellectual property rights in Botzeno, including software, code, backend systems, prompts, workflows, designs, branding, content, documentation, and improvements, remain the property of Botzeno and its operator unless expressly agreed otherwise in writing.
14. Suspension and termination
Botzeno may suspend or terminate access where reasonably necessary, including where there is:
- Non-payment.
- Misuse or abuse of the service.
- Unlawful use.
- Security risk or technical interference.
- Material breach of these Terms.
- Third-party provider restriction, account issue, or compliance requirement affecting the service.
Where practicable, Botzeno will try to provide notice before suspension or termination.
15. Data handling after termination
After cancellation or termination, Botzeno may delete or de-identify service data in line with its retention practices, except where data needs to be retained for legitimate operational, security, accounting, backup, dispute, compliance, or legal reasons.
Clients should request any needed export or handover before the end of the service period where relevant.
16. Third-party services
Botzeno may rely on third-party services for payment processing, hosting, email delivery, AI processing, messaging, analytics, security, or other operational functions.
Third-party services may be subject to their own terms, privacy policies, uptime, security practices, rate limits, compliance requirements, and service availability. Botzeno is not responsible for third-party outages, delays, policy changes, account restrictions, message filtering, payment declines, or provider-side failures, except to the extent that liability cannot lawfully be excluded.
17. Liability
To the maximum extent permitted by law, Botzeno is not liable for indirect, incidental, special, punitive, or consequential loss, including loss of revenue, loss of business opportunity, reputational harm, loss arising from third-party outages, AI inaccuracies, failed or delayed message delivery, payment provider issues, or delayed lead follow-up.
Where liability cannot lawfully be excluded, Botzeno’s liability is limited to the remedies available under applicable law and, where permitted, to resupply of the relevant services or payment of the cost of having the services supplied again.
Nothing in these Terms excludes, restricts, or modifies any non-excludable rights or guarantees under the Australian Consumer Law.
18. Changes to the service or these Terms
Botzeno may update the service and these Terms from time to time.
If Botzeno makes a material change, it will take reasonable steps to notify affected clients, such as by email, invoice notice, dashboard notice, client portal notice, or website update.
Continued use of the service after the effective date of updated Terms means the updated Terms apply.
19. Governing law
These Terms are intended to operate in a manner consistent with applicable Australian law.
20. Contact
For support, billing, cancellation, privacy, or legal enquiries, contact info@botzeno.com.