Terms of Service

Version 2026-10-27.1 · Updated 27 October 2026

DRAFT — owner and professional legal approval required before commercial reliance. Missing details and unverified safeguards are explicitly identified below.

Agreement and eligibility

DRAFT: these terms are not approved for contracting. The supplier is [OWNER REQUIRED: legal entity and business disclosures]. Accounts are for adults authorised to represent a business. Keep credentials secure, maintain accurate account details and report suspected misuse.

Service and AI limits

WHALE answers questions using customer-provided knowledge and generates support insights. It does not independently book, purchase, refund or change external accounts. Responses may be incomplete or inaccurate; review important answers and provide human contact routes. Availability depends on hosting and external providers; no uptime or accuracy guarantee is offered.

Content and permitted use

Customers retain ownership of their content and grant WHALE the limited rights necessary to host, index and process it to provide the service. Customers must have authority for uploads, imports and visitor data, keep knowledge accurate and follow the Acceptable Use Policy. WHALE retains rights in its software and brand; third-party rights remain with their owners.

Privacy and customer responsibilities

The Privacy Policy describes WHALE’s own processing. A separately approved DPA must govern visitor processing. Customers must inform visitors about AI and processing, configure suitable contact/privacy links and avoid unauthorised confidential, sensitive or children’s data. No optional marketing consent is required for an account.

Subscriptions, cancellation and termination

See Billing and Refund Terms and Paddle’s checkout disclosures for amounts, renewal, taxes and cancellation. Reasonable restrictions or suspension may follow security abuse or nonpayment, with notice and remedy opportunities where appropriate. Cancellation stops future renewals according to the applicable checkout terms. Account deletion is separate and currently requires a verified support process; export and deletion assistance must be arranged before closure.

Liability and disputes — counsel review

Mandatory statutory rights remain intact. Nothing excludes liability that cannot lawfully be excluded. [COUNSEL REQUIRED: proportionate liability cap, exceptions, any indemnity, governing law and dispute forum]. No arbitration or blanket waiver is adopted by this draft. South African law is a proposed governing law, subject to non-waivable local protections.

Changes and communication

Notify affected customers of material contractual changes and provide renewed acceptance where required. Keep the exact accepted version and event record. Passive browsing alone is not acceptance. Commercial launch requires approved supplier details, terms and an acceptance mechanism.