Legal / last updated 7 November 2026

Terms of Service

These terms govern your use of NovusAI. They are written to be read: where a clause limits what we owe you, it says so plainly.

1. The service

NovusAI is software that answers a business's customer enquiries on WhatsApp and a website chat widget, and on Instagram and Messenger where they are available, in the language the customer writes in. It records each enquiry as a lead, assigns it to a member of your team, can book appointments into a connected calendar, and hands a conversation to a person when it should not answer itself. You use it through a web dashboard at app.novusai.company.

The service is offered to businesses, not to consumers. By subscribing you confirm you are acting for a business or in your trade or profession.

2. Ordering and payment through Paddle

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

Paddle's own Buyer Terms apply to the purchase. Paddle charges your payment method, issues your invoice or receipt, and collects any sales tax or VAT due in your country.

3. Plans, prices and billing

• Prices are shown on our pricing page in euros, per month, before any tax Paddle adds for your country: Starter €290, Growth €590, Business €1,200. A one-time setup fee of €500 covers connecting your channels and configuring the assistant with you.
• Founding plan. The first five founding customers pay €190 a month, fixed for twelve months, with the setup fee waived. In return you agree that we may name you as a customer, publish before-and-after figures from your account, and ask you to take up to two reference calls. If you would rather not, choose a standard plan instead.
• Billing is monthly in advance and renews automatically until you cancel. There is no per-conversation charge and no message cap; fair-use limits apply only where a use falls outside Section 6.
• Price changes apply from your next billing period after at least 30 days' notice by email. A founding price is not changed during its twelve months.

4. Cancellation and refunds

You can cancel at any time from the dashboard, through the Paddle receipt email, or by writing to us. Cancellation takes effect at the end of the period already paid for, and the service runs until then. Refunds are governed by our Refund Policy, including a full refund if you ask within 14 days of your first payment.

5. Your responsibilities

• You own the accounts and channels you connect (for example your WhatsApp Business number) and must comply with the terms of those platforms, including Meta's WhatsApp Business policies.
• You are responsible for the information you give the assistant to answer with — your services, prices, hours and policies — and for keeping it accurate.
• You must have a lawful basis to receive and process your customers' messages, and must honour a customer's request to stop being contacted. The assistant stops follow-ups when a customer opts out.
• Messages that promote your business (rather than answer a customer's own enquiry or remind them of a booking they made) are commercial messages. Before sending them, or switching on follow-ups that do, you must have the customer's consent and any registration your law requires, such as İYS in Türkiye.
• The assistant tells customers in its first reply that they are talking to an AI. If you change or switch off that notice, you are responsible for still meeting the AI-disclosure rules that apply to you, such as Article 50 of the EU AI Act.
• You keep your dashboard credentials secure and are responsible for what happens under your account.

6. Acceptable use

You may not use NovusAI to send unsolicited bulk or marketing messages, to deceive or harass anyone, to sell illegal goods or services, to impersonate another person or business, or to give medical, legal or financial advice as if it came from a qualified professional. We may suspend an account that does any of these after telling you why, or immediately where there is a risk to others or to our channel access.

7. What the assistant is and is not

The assistant uses AI models to compose replies. It is configured not to invent prices, dates, availability or professional opinions, and to hand a conversation to your team when it cannot answer — but AI can still be wrong. Its replies are not advice from us, and you remain responsible for the business decisions and commitments made with your customers. Every conversation is visible to you, and you can take over any thread at any time.

8. Your data

The conversations, leads and content in your account belong to you. We process your customers' personal data on your behalf and only to provide the service, as described in our Privacy Policy. Our Data Processing Agreement forms part of these terms and applies to you automatically when you subscribe; we will countersign a copy on request. You can export your data or ask us to delete it at any time, and after you cancel we delete your account data within 90 days unless the law requires us to keep it longer.

9. Availability and changes

We aim to keep the service running continuously but do not guarantee uninterrupted availability. The service depends on third-party platforms (Meta, AI model providers, hosting providers), and their outages or policy changes can affect it. We may improve or change features; if we remove something material to your plan, we will tell you in advance and you may cancel with a pro-rata refund of any prepaid period.

10. Liability

Nothing in these terms limits liability that cannot be limited by law. Otherwise, we are not liable for indirect or consequential loss, lost profits or lost business, and our total liability under these terms in any twelve-month period is limited to the fees you paid for the service in that period.

11. Termination

Either of us may end the agreement by cancelling as above. We may terminate on notice if you materially breach these terms and do not fix the breach within 14 days of being told about it.

12. Confidentiality

We keep your business information and your customers' conversations confidential, and use them only to provide and improve the service for you. We do not use your conversations to train AI models, and we route model requests only to providers that do not retain prompts for training.

13. Changes to these terms

We may update these terms. For changes that affect your rights we give at least 30 days' notice by email; continuing to use the service after that means you accept the updated terms.

14. Governing law

These terms are governed by the laws of the Republic of Türkiye, and the courts and enforcement offices of İstanbul (Çağlayan) have jurisdiction, without prejudice to any mandatory rights you have where you are established.