Legal

Terms of Service

Effective 12 October 2026

These terms govern bonedesk.com and the bonedesk service. By visiting the site, applying for an account, or signing in to a workspace, you agree to them. If you do not agree, please do not use bonedesk.

1. Who these terms apply to

"bonedesk", "we" and "us" mean the operator of the bonedesk service and of bonedesk.com. "You" means the person or business using them.

• A merchant is the business that holds a bonedesk workspace. If you accept these terms on behalf of a business, you confirm that you are authorised to bind it, and "you" includes that business.
• A member is a person a merchant has given access to its workspace. Members are bound by these terms and by the merchant's own policies; the merchant is responsible for its members.
• A store customer is a person who talks to a merchant's assistant or support team through bonedesk. Store customers deal with the merchant under the merchant's terms; bonedesk is the merchant's service provider and is not a party to that relationship.

2. The service

bonedesk answers a store's customers on chat, email and SMS from the store's live data, files tickets for the store's team when a person should step in, and gives the team a portal to see and steer all of it. We describe the features in detail on bonedesk.com and in the product.

We improve the service continually and may add, change or retire features. Features marked as beta, preview or experimental are offered as-is and may change or disappear without notice. We may set reasonable limits - on message volume, upload sizes, connected integrations - and will tell you when you are close to one that affects you.

3. Accounts and workspaces

• Workspaces are opened on invitation, after an application we have accepted. You must be at least 18 and able to form a binding contract.
• Members sign in with a Google or GitHub account, or an email code, and a second factor. Keep your sign-in secure, do not share it, and tell us at once if you believe it has been compromised. You are responsible for what is done under your sign-in.
• Owners and admins control who has access to a workspace and in which role. The merchant is responsible for keeping that list current and for removing people who should no longer have access.
• Keep your account information accurate. We may suspend a workspace or a member to protect the service or other users, and will tell you why where the law allows.

4. What merchants are responsible for

• Your customers. You decide what information is collected from your customers and why; bonedesk processes it on your instructions. You are responsible for giving your customers the notices and obtaining the consents the law requires, including for the live chat widget on your site and for any SMS or email sent through bonedesk. Our Privacy Policy describes what we do with that information.
• Your systems. The accounts you connect - help desk, store platform, shipping, payments, affiliate and fraud-prevention tools - are yours. You confirm that you have the right to connect them and that doing so does not breach your agreements with those providers.
• What the assistant says. You configure the assistant: its instructions, knowledge, approved wording, which tools it may use and how it hands off. You are responsible for reviewing what it tells your customers, for the accuracy of the knowledge you give it, and for making sure its replies comply with the laws that apply to your products and your market.
• Lawful use. You will use bonedesk only for lawful purposes and in line with these terms and the acceptable use rules below.

5. Acceptable use

You will not, and will not let anyone else:

• use bonedesk to break the law, to harass, defraud or deceive anyone, or to send unsolicited messages;
• try to reach another merchant's workspace or data, probe or circumvent the security or access controls of the service, or interfere with its operation;
• reverse-engineer, copy, resell or sublicense the service, or build a competing product from it;
• upload malware, or content you have no right to use, or content that is unlawful, defamatory or infringing;
• use automated means to scrape the service or to generate load beyond normal use;
• misrepresent who you are or who you act for, or use the service to collect information about people without a lawful basis.

6. AI-generated replies

bonedesk's assistant uses large language models from third parties to understand messages and write replies. Such models are probabilistic: a reply can be incomplete, out of date or wrong, however good the data behind it. You should review the assistant's work as you would a new team member's, and correct its knowledge and instructions when it errs.

The assistant does not change orders, payments or accounts. Anything that must change becomes a request for a person on your team to act on. Replies are not legal, medical, financial or other professional advice, and you must not present them as such to your customers.

7. Your data

• You own the content you add to bonedesk and the information about your customers that passes through it ("your data"). You grant us the rights needed to host, process, transmit, display and back it up in order to provide the service, prevent abuse and comply with the law, and for nothing else.
• We process your customers' personal information as your processor, as the Privacy Policy describes, and will enter into a data processing agreement with you on request.
• You are responsible for the lawfulness of your data and for having the rights you grant us.
• We may use aggregated, de-identified information about how the service is used - never identifying you, a member or a customer - to operate, secure and improve it.
• You can export conversations and records from the portal while your workspace is active, and for thirty days after it closes.

8. Fees

Fees, billing periods and payment terms are those set out when we accept your application or in a later written order. Fees exclude taxes, which you pay where they apply. We may change fees with at least thirty days' notice, taking effect from your next billing period. Overdue amounts may lead to suspension after notice. Trials and pilots are offered at our discretion and may be ended at any time.

9. Intellectual property

bonedesk, its software, design, documentation, and the bonedesk name and marks belong to us and our licensors. These terms give you a limited, non-exclusive, non-transferable right to use the service for your business while your workspace is active, and no other rights. If you give us feedback or suggestions, we may use them without obligation to you.

10. Third-party services

bonedesk connects to services you choose - help desks, store platforms, carriers, payment gateways, messaging and AI providers. Those services belong to others and are governed by their own terms. We are not responsible for them, for changes they make, or for the consequences of their outages, and an integration may stop working when the provider changes it.

11. Confidentiality

Each of us will keep the other's non-public information confidential, use it only to perform under these terms, and protect it with at least reasonable care. This does not apply to information that is public through no fault of the recipient, already known to it, independently developed, or received lawfully from someone else, and either of us may disclose what the law requires, after notice where that is permitted.

12. Suspension and termination

• You may close your workspace at any time; closure takes effect at the end of the current billing period unless we agree otherwise.
• We may suspend or terminate a workspace or a member on notice if these terms are breached, if fees are overdue, if the law requires it, or if continued use would harm the service or others. Where it is safe to do so we will give you a chance to put things right first.
• On termination your access ends. Your data remains available for export for thirty days and is then deleted as the Privacy Policy describes.
• Sections 7 (to the extent of surviving rights), 9, 11, 13, 14, 15, 17 and 18 survive termination.

13. Disclaimers

bonedesk is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not promise that the service will be uninterrupted or error-free, that AI-generated replies will be accurate, or that third-party services will keep working as they do today.

14. Limitation of liability

To the fullest extent the law allows, neither of us is liable to the other for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill, however caused. Our total liability for all claims arising out of or relating to the service in any twelve-month period will not exceed the fees you paid us for the service in that period, or one hundred US dollars if you paid none. These limits do not apply where the law does not allow them to be limited, and do not limit either party's liability for its indemnification obligations, for breach of confidentiality, or for wilful misconduct.

15. Indemnification

You will defend and indemnify us against claims, damages and costs arising from your data, your products, your dealings with your customers, your breach of these terms, or your violation of the law or of someone else's rights. We will defend and indemnify you against third-party claims that the bonedesk service, as we provide it, infringes a patent, copyright or trademark, unless the claim arises from your data, your configuration or your combination of the service with something we did not supply. The indemnified party will give prompt notice, reasonable cooperation, and control of the defence to the indemnifying party.

16. Changes to these terms

We may update these terms. We will post the new version here with a new effective date and, for material changes, tell merchants by email or in the product at least thirty days before they take effect. Continuing to use bonedesk after that date means you accept the change; if you do not, close your workspace before it takes effect.

17. Governing law and disputes

These terms are governed by the laws of the United States and of the state in which bonedesk is organised, without regard to conflict-of-law rules, and the courts located there have exclusive jurisdiction, except that either of us may seek injunctive relief anywhere to protect confidential information or intellectual property. Before starting a claim, each of us agrees to try in good faith to resolve the dispute by writing to the other and talking it through for thirty days.

18. General

• These terms, the Privacy Policy and any written order between us are the entire agreement about the service and replace earlier discussions.
• You may not assign these terms without our written consent; we may assign them to a successor to the business, with notice.
• Notices to you go to the email address of your workspace's owner; notices to us go to the address in section 19.
• If a part of these terms is found unenforceable, the rest stays in force. Not enforcing a term is not a waiver of it.
• Neither of us is liable for delay or failure caused by events beyond reasonable control, other than payment obligations.
• We are independent contractors; these terms create no partnership, agency or employment.

19. Contact

Questions about these terms: bones@bonesrnd.com.