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Terms of Service

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These Terms are the agreement between ConvoOK Technology Solutions Inc. ("ConvoOK", "we", "us") and the person or organization that creates a ConvoOK account or uses ConvoOK ("Customer", "you"). Please read them: by pressing Create account, signing an order form, or using ConvoOK, you agree to them. Our Privacy Notice explains how we handle personal information.

1. Who these Terms are between

ConvoOK is provided by ConvoOK Technology Solutions Inc., 2F JKSA Commercial Building, 4954-A A. Arnaiz Ave. cor. Mayor St., Pio del Pilar, Makati City, Metro Manila, Philippines, reachable at [email protected].

If you use ConvoOK for a company, organization or government office, you confirm that you may bind it to these Terms, and "you" means that organization.

If you and ConvoOK sign a separate agreement — an order form, quotation, service agreement, contract or service-level agreement ("Order Form") — it applies with these Terms, and wins where the two disagree (see section 23).

2. Words we use

  • Workspace — your organization's space in ConvoOK: its agents, channels, knowledge, conversations, contacts and records, kept apart from every other workspace.
  • Members — the people you invite to your workspace, each with a role (owner, admin, builder, analyst, developer, agent).
  • End Users — the people who contact you, or whom you contact, through ConvoOK: your customers, patients, students, leads and visitors.
  • Customer Content — everything you or your End Users put into ConvoOK: messages, emails, calls, recordings, transcripts, files, knowledge, forms, records and settings.
  • Customer Data — the personal information within Customer Content.
  • AI Output — what an AI feature writes, says, summarizes or classifies.
  • Channel — a way people reach your workspace, such as your website chat or voice widget, a mailbox, or a messaging account.

3. The Service

ConvoOK is an AI-assisted customer communication and CRM platform. Depending on your plan or Order Form, the Service includes:

  • AI agents that answer by chat, by voice and by email, from the knowledge you give them, and hand a conversation to a person when they should;
  • Channels: a website chat and voice widget (also as a WordPress plugin), email mailboxes (Gmail and Google Workspace today), Facebook Messenger, Instagram, Telegram, Viber and Discord. We add channels over time — for example Microsoft Outlook and other email providers, WhatsApp, SMS and phone numbers — and these Terms apply to each as it becomes available;
  • a shared Inbox with queues, human takeover, notes and the history of every conversation;
  • knowledge from your documents, websites and databases; skills that call your own systems; automations, forms and menus; and verified sign-in of your customers through your own systems;
  • CRM: contacts, leads and pipelines, sheets and records you design, desk reports and exports;
  • reports and insights on conversations, usage and costs;
  • a developer API, webhooks and connected apps; and
  • billing, administration and security features.

We improve the Service continually and may add, change or retire features for technical, security, legal or business reasons. If a change substantially reduces the core of a paid plan during a period you have already paid for, we will tell you in advance where we reasonably can.

4. Eligibility and authority

You must be at least 18 years old and able to enter into a binding contract. ConvoOK is a business service: you use it for your trade, business, profession or organization, not as a consumer for personal or household purposes. You are responsible for your Members' compliance with these Terms.

5. Accounts, workspaces and members

  • Give accurate information, keep it current, and keep passwords, API keys and access tokens secret. Each person uses their own login.
  • Choose your Members' roles carefully: a role decides what a person can see and do, including whether they can read your customers' conversations. The workspace owner is responsible for who is invited and with which role.
  • Each workspace is kept separate. A Member of one workspace cannot see another workspace unless invited into it.
  • ConvoOK's platform administrators manage the platform itself and do not have access to read your conversations through the platform; see our Privacy Notice for when our personnel may access data.
  • Tell us at once at [email protected] if you suspect unauthorized access. You are responsible for what happens under your account, unless it results from our breach of these Terms.

6. Plans, limits and the Free plan

Each plan includes allowances — for example agents, members (seats), conversations, AI answers, voice minutes, email messages, channels, knowledge pages and records — shown on our pricing page and in Billing. Limits are enforced by the Service: when an allowance is used up, the related feature pauses until the next period, an upgrade or, where offered, prepaid credits, as Billing explains. The Free plan is provided as it is, may have lower limits, and may be changed or ended with notice. An Order Form may set different allowances, prices or terms for you.

Unlimited conversations and fair use. Paid plans do not limit the number of conversations your customers start with you; the Free plan includes up to five hundred (500) a month, after which new conversations cannot be started until the next month or an upgrade, while conversations already open continue. "Unlimited" is for genuine conversations between you and your own customers, answered by the AI within your allowances or by your team. It does not cover automated or scripted traffic, conversations generated to test or load the Service, or volumes far beyond what a business of your size would normally have. Where use falls outside this, we will contact you first and may limit new conversations, or ask you to move to a plan or Order Form that fits; we will not delete your conversations because of it. AI answers, voice minutes and the other allowances are counted and limited as described above, whatever the number of conversations.

7. Fees, payment and renewal

  • Prices. Plans are priced in US dollars or Philippine pesos, monthly or yearly, as shown when you buy. Prices exclude value-added tax and other applicable taxes unless stated; where the law requires, we add and remit them and issue the invoices the Bureau of Internal Revenue requires.
  • Paying. You may pay online by card, GCash, Maya or other methods offered through our payment partners (currently PayMongo and Xendit), or by bank or e-wallet transfer with proof of payment. Online payments are charged in Philippine pesos; for a plan priced in US dollars, the peso amount and the rate used are shown before you pay. Card details are entered on our payment partner's page; ConvoOK does not receive or store card numbers.
  • When a plan starts. A paid plan starts when payment is confirmed — by our payment partner, or by us after checking a transfer.
  • Renewal. Before a paid period ends (a week before for monthly plans, a month before for yearly plans), we issue an invoice for the next period at the price that applies then, and remind the people who manage billing. If it is not paid by the end date, your plan continues for a grace period of seven (7) days; after that the workspace moves to the Free plan and its limits. Nothing you made is deleted because of this, and paying the invoice later restores the plan. You may turn renewal off in Billing at any time; the plan then ends at the end of the paid period. If we later offer automatic payment with a saved card or wallet, we will charge it only after you turn it on.
  • Prepaid credits. Where Billing offers them, you may load prepaid credits in the amounts shown. Credits are used only to pay, at the prices listed for your plan, for use beyond your plan's allowances, before that use takes place, and only up to the monthly cap you set; when they run out, use stops at your plan's allowances. Credits are added when payment is confirmed, stay in your account while it is open, keep the currency in which they were first loaded, are not cash, earn no interest and cannot be transferred to another workspace or person. They are refundable only as set out under Refunds for duplicate or erroneous charges, or where the law requires it.
  • Refunds. Fees are for a period of service and are not refundable for unused time, except: (a) duplicate or erroneous charges, which we refund; (b) if we end your paid plan early for a reason that is not your breach, we refund the unused part of the period you paid for; and (c) where the law requires a refund.
  • Price changes apply from your next period, and we announce them before they take effect.
  • Late payment. If an undisputed amount stays unpaid after notice and the grace period, we may limit or suspend paid features. We will not suspend for an amount you dispute in good faith while we look into it, provided you pay the undisputed part.

8. Acceptable use

Use ConvoOK only for lawful purposes. You must not use it to:

  1. break any law or regulation, or help anyone else do so;
  2. commit or assist fraud, scams, phishing or other deception, including impersonating a person or organization;
  3. send spam, unsolicited bulk or marketing messages without the consent the law requires, or messages that a channel's rules do not allow (for example, messaging people on Messenger or Instagram who did not contact you first, outside the windows those platforms allow);
  4. record, intercept or monitor communications without the consent the law requires (see section 11);
  5. collect or process personal information without a lawful basis, or process sensitive personal information without the safeguards the law requires;
  6. infringe intellectual property, privacy or other rights;
  7. upload malware, or attempt to access, probe, overload or disrupt ConvoOK, another workspace, or any system, or to get around security, rate limits or plan limits;
  8. use AI features to generate unlawful, harmful, deceptive or discriminatory content or decisions, or to exploit children or vulnerable people;
  9. copy, reverse engineer or resell the Service, except as the law expressly allows or as we agree in writing (the Agency plan allows you to run workspaces for your own clients within its terms); or
  10. access the Service by automated means other than our API and the tools we provide.

We may investigate suspected misuse and may remove content, restrict features or suspend access where reasonably necessary (see section 18). Acts such as illegal access or interference may also be offenses under the Cybercrime Prevention Act of 2012 (RA 10175).

9. Your content and your customers' data

You own your Customer Content. You give ConvoOK a limited, non-exclusive licence to host, store, transmit, process and display it only to provide, secure and support the Service, keep backups, prevent abuse and comply with the law.

Privacy roles. For the personal information of your End Users and Members that you put into ConvoOK, you are the personal information controller and ConvoOK is your personal information processor under the Data Privacy Act of 2012 (RA 10173): we process it only on your instructions — given through your settings and use of the Service — and under Schedule A, which forms part of these Terms. For the information about you and your Members that we need to run your account (sign-in, billing, support), ConvoOK is the controller, as our Privacy Notice explains.

Your responsibilities. You are responsible for having a lawful basis for the personal information you collect and process through ConvoOK; telling your End Users how you use it, including that they may be served by an AI and that calls may be recorded; obtaining consent where the law requires it; answering your End Users' requests to exercise their privacy rights (we help, see Schedule A); choosing your retention settings; and giving Members only the access they need.

10. AI features

  • What they do. AI features answer and route conversations, read and draft emails, transcribe and speak on calls, summarize, title and classify conversations, extract details into forms and records, suggest replies and analyze sentiment and usage.
  • They can be wrong. AI Output is generated automatically from patterns and from the knowledge you provide. It can be inaccurate, incomplete or inappropriate. Review it where accuracy matters, and do not rely on it alone for medical, legal, financial or other decisions that significantly affect a person.
  • Human oversight is yours to set. You decide what the AI may handle and when it hands over to a person — for example, email can be set so that the AI only drafts and a person sends. Make sure your End Users can reach a person when they need one.
  • Be open that it is an AI where the law or fairness requires it, and do not configure an agent to claim to be a human.
  • No training on your data. We do not use Customer Data to train general-purpose AI models, and we do not let our AI providers do so. We may use aggregated or de-identified information that identifies no person or customer to measure and improve the Service. Fine-tuning or golden-dataset features run only when you start them, for your own workspace.
  • AI providers. AI features use third-party model providers listed in our Privacy Notice. They process Customer Data only to return a result to us, under terms that do not allow them to train on it. We may change providers or models; we will not reduce a paid AI feature substantially during a period you have paid for without notice where practicable.
  • Usage and costs. AI features are subject to your plan's allowances and fair-use limits.

11. Calls and recordings

Voice calls through ConvoOK can be transcribed and, depending on your workspace's recording setting, recorded. The default setting records only when the caller agrees. Under the Anti-Wiretapping Act (RA 4200), recording a private communication requires the consent of the parties. If you choose to record every call, or to record without asking in the call, you are responsible for obtaining that consent in another lawful way and for telling callers. Recordings and transcripts are Customer Content and follow your retention settings.

12. Channels and third-party services

Channels and some features depend on other companies — for example Google (Gmail), Meta (Facebook Messenger and Instagram), Telegram, Viber, Discord, our payment partners, telecommunications carriers and AI providers. When you connect one, you also accept that company's own terms and policies, and you remain responsible for following them (for example, Meta's messaging windows and Google's user data policies). ConvoOK is not responsible for those services' availability, decisions or changes; if one changes or stops, the related ConvoOK feature may change or stop too. We cannot guarantee delivery of a message once it depends on another provider. When you connect a mailbox or account, you authorize ConvoOK to access it on your behalf, only for the Service, and you can disconnect it at any time.

13. API, webhooks, plugins and connected apps

Our API, webhooks, WordPress plugin and connected apps are part of the Service and subject to these Terms, our documentation and rate limits. Keep API keys and tokens secret; anything done with them is done under your account. Applications you connect to your workspace act with the permissions you grant them, and you are responsible for choosing them; you can remove them at any time.

14. Security and incidents

We maintain organizational, physical and technical measures appropriate to the risk, described in our Privacy Notice and in Schedule A. You are responsible for your own devices, networks and credentials and for your Members' access. No system is perfectly secure. If we become aware of a personal data breach affecting Customer Data, we will notify you without undue delay and in time for you to meet the seventy-two (72) hour notification duty of the National Privacy Commission's rules, and we will help you with the information we have.

15. Confidentiality

Each party will use the other's non-public information only for this relationship, protect it with reasonable care, and share it only with people who need it and are bound to keep it confidential. This does not cover information that is public through no fault of the receiver, already known to it, independently developed, or lawfully received from someone else. A party may disclose information when the law or a court requires, giving notice first where it lawfully can.

16. Intellectual property and feedback

ConvoOK, its software, design, documentation and brand belong to ConvoOK and its licensors. You receive a limited, non-transferable right to use the Service during your subscription. You may not remove our notices or use our trademarks without written permission. If you send us ideas or feedback, we may use them freely without disclosing your confidential information.

17. Availability and support

We use commercially reasonable efforts to keep ConvoOK available and reliable. It may be unavailable during maintenance, security incidents, failures of the internet or of providers, or events outside our control. Support is provided through the channels shown in the console and on our website. Uptime commitments, service credits and response times apply only if an Order Form or service-level agreement says so.

18. Suspension and termination

We may suspend all or part of the Service where reasonably necessary to protect its security or other customers, stop fraud or abuse, address a serious breach of these Terms or unpaid fees, or comply with the law. Where practicable we give notice and a chance to fix the problem first; we may act immediately where waiting would create a serious security, legal or financial risk.

You may stop using ConvoOK and turn renewal off at any time. Either party may end the agreement if the other materially breaches it and does not cure the breach within thirty (30) days of notice. We may also end it if you use the Service unlawfully, repeatedly breach section 8, or as the law or an authority requires.

19. Your data when the service ends

When your workspace is closed or the agreement ends, you may export your Customer Content using the export features of the Service for thirty (30) days. After that we delete it from our live systems within a further thirty (30) days, unless the law requires us to keep part of it or you agreed otherwise in writing. Copies in our backups expire on their normal schedule (daily backups within 35 days, monthly backups within 12 months) and are used only to recover from a disaster. Fees already due remain payable, and the sections meant to survive termination (including 9, 15, 16, 20, 21 and 24) survive.

20. Warranties and disclaimers

We will provide the Service with reasonable care and skill. Apart from that and anything an Order Form expressly promises, the Service is provided "as available", and we do not promise that it will be uninterrupted or error-free, that every feature will always be available, that third-party services will keep working, or that AI Output will be accurate. You decide whether the Service suits your purposes.

21. Indemnity and limitation of liability

Your indemnity. To the extent the law allows, you will defend and hold ConvoOK harmless from third-party claims, penalties and reasonable costs arising from your Customer Content, your communications with your End Users, your breach of these Terms or of the law, or your lack of a required lawful basis, notice or consent — except to the extent caused by ConvoOK's breach, gross negligence or willful misconduct.

Limits. To the extent the law allows, neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue, goodwill or data that could have been avoided by reasonable backups. ConvoOK's total liability arising from these Terms or the Service is limited to the fees you paid ConvoOK for the Service in the twelve (12) months before the event that gave rise to the claim. These limits do not apply to liability that the law does not allow to be limited, including for fraud, gross negligence or willful misconduct, or to your payment obligations.

Force majeure. Neither party is responsible for failure or delay caused by events beyond its reasonable control, such as natural disasters, war, civil unrest, government action, power or internet failures, or failures of providers, provided it takes reasonable steps to limit the effects.

22. Changes

We may update these Terms. The date at the top shows the current version, and we keep a copy of every version. We will give at least fifteen (15) days' notice — by email or in the console — before a material change takes effect for existing customers, except where a change is required sooner by law or for security. When a version takes effect, the console asks each member to accept it before continuing, and we record who accepted which version and when. If you do not agree, you may turn renewal off and stop using the Service; continuing to use ConvoOK after a change takes effect also means you accept it.

23. General terms

  • The whole agreement consists of these Terms (including Schedule A), our Privacy Notice as it describes our own processing, and any Order Form. If they conflict: Schedule A or a signed data processing agreement prevails on personal data; a service-level agreement on service levels; an Order Form on the commercial terms it states; and these Terms on everything else.
  • Electronic agreement. These Terms are accepted electronically, and electronic documents and signatures are valid under the Electronic Commerce Act (RA 8792).
  • Notices. We send notices to the email of your workspace owner, in the console, or on our website. Send notices to us at [email protected].
  • Assignment. You may not transfer this agreement without our written consent, except to a successor of your business. We may transfer it to an affiliate or a successor of our business, and will tell you.
  • Independent parties. Nothing here creates a partnership, employment or agency.
  • No waiver and severability. Not enforcing a term is not a waiver. If a term is invalid, it is limited to the extent necessary and the rest stays in force.

24. Governing law and disputes

These Terms are governed by the laws of the Republic of the Philippines. If a dispute arises, both parties will first try in good faith to resolve it by written notice and discussion for thirty (30) days. If it is not resolved, the courts of Makati City, Metro Manila have exclusive jurisdiction, without prejudice to any remedy the law does not allow to be waived, including a complaint to the National Privacy Commission.

25. Contact us

ConvoOK Technology Solutions Inc.
2F JKSA Commercial Building, 4954-A A. Arnaiz Ave. cor. Mayor St., Pio del Pilar, Makati City, Metro Manila, Philippines
[email protected]

Schedule A — Data Processing Terms

This Schedule applies whenever ConvoOK processes personal information on your behalf as your personal information processor. It is our agreement under Section 14 of the Data Privacy Act and Sections 43 and 44 of its Implementing Rules and Regulations. A separately signed data processing agreement replaces it.

  1. Subject and duration. Providing the Service to you, for as long as you use it and until deletion under section 19.
  2. Data and people. The personal information in your Customer Content — names, contact details, identifiers, messages, emails, call audio, recordings and transcripts, files, form answers, CRM records and any other information you or your End Users provide — about your End Users, Members and other individuals named in it. Sensitive personal information only where you choose to collect it.
  3. Your instructions. We process it only on your documented instructions: these Terms, your settings and your use of the Service. We will tell you if we believe an instruction breaks the law. We do not use it for our own purposes, except as needed to secure and support the Service and as these Terms allow for de-identified information.
  4. Confidentiality. Only personnel who need access to run or support the Service may access it, and they are bound to confidentiality.
  5. Security. We maintain the measures in our Privacy Notice and review them regularly.
  6. Sub-processors. You authorize the sub-processors listed in our Privacy Notice. We bind each by written terms that protect the information at least as much as this Schedule, and remain responsible for them. We will announce a new sub-processor at least fifteen (15) days before it begins, by updating that list and notifying workspace owners; if you object on reasonable grounds and we cannot address the objection, you may end your subscription and receive a pro-rata refund of fees paid in advance.
  7. Transfers outside the Philippines. Our servers are in Singapore, and some sub-processors operate in other countries, as listed. We transfer personal information only with safeguards that keep it protected as the Data Privacy Act requires, and you remain accountable for it as controller.
  8. Data subjects' rights. We help you answer your End Users' requests — access, correction, objection, erasure or blocking, and portability — through the features of the Service and, where those do not suffice, by assisting you on request. A request we receive directly about your data is forwarded to you.
  9. Breaches. We notify you of a personal data breach without undue delay, and in time for you to notify the National Privacy Commission and affected individuals within seventy-two (72) hours where required, with the information we have about its nature, the data and people affected, and the measures taken.
  10. Assistance and records. We give you the information reasonably needed to show compliance with this Schedule and to carry out a privacy impact assessment, and answer your reasonable questions about our safeguards, at most once a year unless a breach or an authority requires more.
  11. Return and deletion. At the end, you may export your data, and we delete it as section 19 describes, unless the law requires us to keep it.