1. What This Agreement Covers
These Terms of Service ("Terms") govern your use of the Cloop platform at console.cloop.io and the embeddable chat widget ("Widget") you place on your websites. By creating an account or embedding the Widget, you agree to these Terms.
If you are accepting on behalf of a company or organization, you confirm you have authority to bind that entity.
We also have:
- A Privacy Policy explaining what data we collect and why
- A Data Processing Agreement (DPA) covering our role as data processor for your visitor data
- An Acceptable Use Policy (AUP) describing what you can and cannot do on the platform
- A Cookie & Storage Policy covering browser storage used by the Widget
These documents are part of our agreement with you. If there is a conflict, the DPA takes precedence for data processing matters, then these Terms, then the other policies.
2. Your Account
2.1 Registration
You sign up using Google OAuth (additional providers may be added). You must provide accurate information. One person may not maintain multiple accounts.
2.2 Your Tenant
When you sign up, we create a tenant (workspace) for you. You are the Owner. You may invite team members and assign them roles (Admin, Member). You are responsible for the actions of all users in your tenant.
2.3 Account Security
You are responsible for keeping your account secure. If you suspect unauthorized access, notify us immediately at security@cloop.io. We support token revocation (logging out invalidates all sessions).
3. The Service
3.1 What Cloop Does
Cloop is a platform that:
- Crawls your website to build a knowledge base from your published content
- Accepts document uploads (PDF, DOCX, TXT, MD) to supplement the knowledge base
- Provides an AI chat widget that answers visitor questions using your content, with source citations
- Captures leads when visitors share their email or contact information during chat
- Provides analytics on chat sessions, visitor questions, and lead conversion
3.2 The Widget
The Widget is a JavaScript component you embed on your website(s) via a <script> tag. It:
- Loads configuration (branding, language, greeting) from our servers
- Sends visitor messages to our API for AI-generated responses
- Stores a random visitor identifier in the visitor's browser (localStorage)
- May display a lead capture form during conversation
3.3 AI-Generated Responses
Responses are generated by large language models using only the content in your knowledge base. We instruct the AI to cite sources and avoid fabrication, but AI systems are not perfect. You are responsible for reviewing that the AI's answers about your business are appropriate. We recommend testing your Widget regularly and updating your knowledge base when you find gaps.
3.4 Service Availability
We aim for high availability but do not guarantee specific uptime percentages at this time. We run on infrastructure in Finland (Hetzner, Helsinki) and will notify you of planned maintenance when possible.
4. Your Content
4.1 Ownership
You retain all rights to your content (website pages, uploaded documents, custom agent instructions). We do not claim ownership of your content.
4.2 License to Us
By using Cloop, you grant us a limited license to:
- Crawl, store, chunk, and create vector embeddings of your content for the purpose of operating the service
- Use your content to generate AI responses to visitor questions on your behalf
- Display your content (as citations/sources) within Widget responses
This license exists only to operate the service for you and terminates when you delete your account.
4.3 Your Responsibility
You confirm that:
- You have the right to use all content you provide to Cloop (own website content, uploaded documents)
- Your content does not infringe on third-party intellectual property rights
- Your content complies with applicable laws
4.4 Visitor Data
Chat conversations and lead information collected through the Widget belong to you. We process this data on your behalf as a data processor (see our DPA). You are the data controller for your visitors' personal data and must comply with GDPR and other applicable privacy laws.
5. Feature Tiers and Pricing
5.1 Tiers
The platform offers feature tiers (currently: Basic, Pro). Your tier determines which features are available. We may adjust tier definitions as the product evolves, and will notify you of changes that affect your plan.
5.2 Trial
The free trial allows you to crawl a website and test the chat experience without creating an account. Trial data is retained for 24 hours and then deleted.
5.3 Pricing
Pricing is published on our website. We will provide at least 30 days notice before changing prices for existing customers.
5.4 Payment
Payment terms will be communicated when billing is activated. We plan to use Stripe for payment processing.
6. Fair Use and Limits
6.1 Rate Limits
We apply rate limits to protect the service (chat messages, API calls, crawl requests). Current limits are documented in the dashboard. If you consistently need higher limits, contact us.
6.2 AI Cost Budget
Each tenant has a daily AI processing budget (currently 3 EUR/day) to prevent runaway costs. If your usage exceeds this, chat responses may be temporarily paused. Contact us if you need a higher budget.
6.3 Storage
We apply reasonable limits on pages crawled, documents uploaded, and total content stored. These limits vary by tier.
7. Acceptable Use
Use of Cloop is subject to our Acceptable Use Policy. In summary:
- Do not use Cloop to spread misinformation, spam, or illegal content
- Do not crawl websites you do not own or have permission to index
- Do not attempt to circumvent security measures, rate limits, or access controls
- Do not use the Widget to collect sensitive personal data (health, financial, political)
Violation may result in suspension or termination.
8. Privacy and Data Protection
8.1 Our Processing
We process personal data in accordance with our Privacy Policy and GDPR. As a Finnish company, we are directly subject to EU data protection law.
8.2 Data Processing Agreement
For visitor data collected through the Widget, we act as your data processor. Our Data Processing Agreement is incorporated into these Terms.
8.3 Your Obligations as Data Controller
When using the Widget on your website, you are the data controller for visitor personal data. You must:
- Include appropriate information in your privacy policy about the use of Cloop and AI-powered chat
- Obtain any necessary consents from your visitors (e.g., cookie consent where required)
- Respond to data subject access requests from your visitors
- Use the End-User Privacy Notice we provide as a template, or write your own
9. Intellectual Property
9.1 Our Platform
Cloop, including the software, Widget code, design, and documentation, is owned by ROFFI Oy and protected by intellectual property laws. These Terms grant you a limited, non-exclusive, non-transferable right to use the service during your subscription.
9.2 Feedback
If you provide suggestions or feedback about Cloop, we may use it to improve the product without obligation to you.
10. Limitation of Liability
10.1 Service "As Is"
Cloop is provided "as is." We make no warranties about the accuracy of AI-generated responses, uninterrupted service, or fitness for a particular purpose.
10.2 Liability Cap
To the maximum extent permitted by Finnish law, our total liability to you for any claims arising from these Terms or your use of Cloop is limited to the amount you paid us in the 12 months preceding the claim, or 100 EUR, whichever is greater.
10.3 Exclusions
We are not liable for:
- Indirect, incidental, special, or consequential damages
- Loss of revenue, data, or business opportunities
- Actions of your visitors or third parties
- Inaccuracies in AI-generated content (you are responsible for reviewing responses)
These limitations apply to the extent permitted by law. Nothing in these Terms limits liability for fraud, gross negligence, or death/personal injury caused by our negligence.
11. Suspension and Termination
11.1 By You
You may delete your account at any time through the dashboard or by contacting us at support@cloop.io. Upon deletion:
- Your content (pages, documents, embeddings) is permanently deleted
- Visitor data (sessions, messages, leads) is permanently deleted
- Your tenant and user records are removed
11.2 By Us
We may suspend or terminate your access if:
- You violate these Terms or the Acceptable Use Policy
- Your account is inactive for more than 12 months
- We are required to do so by law
We will provide reasonable notice before termination except in cases of serious violation.
11.3 Effect of Termination
Upon termination, your license to use Cloop ends. We will delete your data within 30 days unless required by law to retain it.
12. Changes to These Terms
We may update these Terms from time to time. We will notify you of material changes via email or dashboard notification at least 30 days before they take effect. Your continued use after the effective date constitutes acceptance.
13. Governing Law and Disputes
These Terms are governed by the laws of Finland, without regard to conflict of law principles.
Any disputes shall be resolved in the District Court of Helsinki (Helsingin käräjäoikeus), unless you are a consumer entitled to file in your local court.
Before litigation, we encourage you to contact us at legal@cloop.io to resolve the matter informally. We are a small team and prefer to sort things out directly.
14. General
- Entire agreement: These Terms, together with the Privacy Policy, DPA, AUP, and Cookie Policy, constitute the entire agreement between you and us.
- Severability: If any provision is found unenforceable, the remaining provisions continue in effect.
- Assignment: You may not assign these Terms without our consent. We may assign them in connection with a merger, acquisition, or sale of assets.
- No waiver: Our failure to enforce any provision is not a waiver of our right to do so later.
15. Contact
ROFFI Oy
Vantaa, Finland
Email: legal@cloop.io
Website: https://www.cloop.io
For security issues: security@cloop.io
For support: support@cloop.io