Terms of Service

1. Definitions

In these Terms, "TrustQueue", "we", and "us" refer to the operator of the TrustQueue service. "Customer" or "you" refers to the business subscribing to the Service. "End User" refers to any visitor or user interacting with the TrustQueue widget on Customer's site. "Service" refers to the TrustQueue platform, including the widget, backend, dashboards, and APIs. "Documentation" refers to the knowledge base content Customer uploads. "AI Output" refers to text generated by the Service in response to End User queries. "Subscription Term" refers to the active billing period of Customer's plan.

2. The Service

TrustQueue provides an AI support widget that answers End User questions grounded in Customer's uploaded Documentation and hands off to a human when confidence is low. By accessing or using the Service, Customer agrees to these Terms.

3. Eligibility and account

To use the Service, Customer must be at least 18 years old and authorized to enter into these Terms on behalf of an organization. Customer is responsible for maintaining the confidentiality of all account credentials (including magic-link tokens) and for all activity that occurs under its account. Customer must notify TrustQueue promptly at stergios.z@trustqueue.com of any suspected unauthorized access.

4. Subscription and billing

TrustQueue is sold as a monthly subscription. Payments are processed by Polar.sh, our Merchant of Record. Fees are charged at the start of each billing period in the currency displayed at checkout and renew automatically until cancelled. Customer is responsible for all applicable taxes (VAT, sales tax, withholding) in its jurisdiction, except for taxes on TrustQueue's net income. Where Polar collects taxes on our behalf, those amounts are itemized at checkout.

5. Refunds

We offer a 7-day money-back guarantee on the first payment. If TrustQueue does not work for Customer, email stergios.z@trustqueue.com within 7 days of the first charge and we will refund it in full. Subsequent renewals are non-refundable.

6. Cancellation by Customer

Customer may cancel at any time. The subscription remains active until the end of the current billing period, after which no further charges will be made. There are no long-term contracts and no cancellation fees.

7. Acceptable use

Customer agrees not to use the Service to: host, distribute, or respond to illegal, defamatory, or harmful content; send spam or unsolicited bulk communications; attempt to reverse-engineer, decompile, or resell the Service; attempt to jailbreak, prompt-inject, or otherwise manipulate the AI to produce outputs outside its intended behavior; scrape or systematically harvest data from the Service; exceed published plan limits or attempt to circumvent rate limiting; or impersonate TrustQueue or any other party. TrustQueue may suspend accounts that violate these rules, with or without prior notice depending on severity.

8. AI outputs and accuracy

AI Outputs are generated probabilistically from Customer's Documentation. Even with grounding to Customer's content and the Service's confidence thresholds, AI Outputs may be incomplete, outdated, or contain errors. TrustQueue does not guarantee the accuracy, completeness, or fitness of any AI Output for a particular purpose. The Service is not designed for, and Customer agrees not to deploy it for, situations where AI Outputs would be the sole basis for medical, legal, financial, safety-critical, or other high-stakes decisions by End Users. Customer is solely responsible for the accuracy and lawfulness of its Documentation, for monitoring AI Outputs in its account, and for instructing End Users accordingly.

9. Customer obligations

Customer agrees to: provide accurate, lawful, and rights-cleared Documentation; obtain all consents and provide all notices required by GDPR or other applicable privacy law before deploying the widget on its platform; maintain accurate billing and contact information; comply with the laws of every jurisdiction where it deploys the widget; not exceed the published limits of its plan; and use the Service only for legitimate business purposes consistent with these Terms.

10. Data, privacy, and DPA

Conversation logs, handoff records, and Documentation are processed and stored as described in our Privacy Policy. For widget conversation data, TrustQueue acts as a data processor on Customer's behalf; a Data Processing Agreement (GDPR Article 28) is available on request. The subprocessors used to deliver the Service are listed in the Privacy Policy and may be updated with 30 days' prior notice. Customer is responsible for obtaining all consents required from End Users before deploying the widget.

11. Intellectual property

Customer retains all rights to its Documentation. TrustQueue does not claim ownership of Customer's data and will not use it for any purpose beyond operating the Service for Customer's account. Customer grants TrustQueue a non-exclusive, worldwide license to process Documentation as necessary to deliver the Service. TrustQueue retains all rights in the Service itself, including its software, models, prompts, configurations, and trademarks. Customer is granted a non-exclusive, non-transferable, revocable license to use the Service during the Subscription Term, in accordance with these Terms.

12. Changes to the Service

TrustQueue may add, modify, deprecate, or remove features at any time. For changes that materially reduce core functionality, we will provide at least 30 days' prior notice by email. Bug fixes, security updates, and non-material improvements may be made without prior notice.

13. Changes to these Terms

TrustQueue may update these Terms from time to time. For material changes we will notify Customer by email at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms. If Customer disagrees, the only remedy is to cancel the subscription before the effective date.

14. Suspension and termination by TrustQueue

TrustQueue may suspend or terminate Customer's account for: non-payment, violation of these Terms (including the Acceptable Use section), Documentation or AI-Output use that creates legal, regulatory, or reputational risk for TrustQueue, prolonged inactivity (no active subscription for 12+ months), or material breach not cured within 14 days of notice. Where practical we will notify Customer by email before suspension; for security-related, abuse-related, or legally-required suspensions we may act immediately.

15. Effect of termination

On termination, Customer's access to the Service ends. Conversation logs are retained per the schedule in our Privacy Policy (90 days, then permanent deletion). Documentation and account records are deleted within 30 days of termination, unless Customer requests deletion sooner. Customer may request a one-time data export by emailing stergios.z@trustqueue.com at least 30 days before the end of the Subscription Term. Sections 8, 11, 17, 18, 19, 20, 21, and 22 survive termination.

16. Warranties and disclaimers

The Service is provided as-is and as-available. To the maximum extent permitted by law, TrustQueue disclaims all warranties, express or implied, including (without limitation) warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted or error-free operation, and the accuracy or completeness of AI Outputs. We do not currently offer a formal uptime SLA. Customer's statutory rights as a consumer (if any) are not affected.

17. Indemnification by Customer

Customer agrees to defend, indemnify, and hold harmless TrustQueue, its affiliates, and its personnel from and against any third-party claims, damages, liabilities, and reasonable expenses (including legal fees) arising out of or related to: (a) Customer's Documentation, including any infringement of intellectual property or privacy rights; (b) Customer's use of the Service in breach of these Terms or applicable law; (c) AI Outputs as delivered to End Users via Customer's deployment of the widget; (d) Customer's interactions with End Users, including any representations Customer makes about the Service; and (e) Customer's failure to obtain required End-User consents.

18. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary, or punitive damages (including lost profits, lost revenue, loss of data, or business interruption) arising out of or related to the Service, even if advised of the possibility. TrustQueue's total aggregate liability under these Terms will not exceed the greater of (i) the fees Customer paid to TrustQueue in the twelve (12) months preceding the event giving rise to the claim, or (ii) one hundred euros (€100). These limits do not apply to liability that cannot be limited under applicable law (such as gross negligence or willful misconduct).

19. Force majeure

Neither party is liable for any failure or delay in performance caused by events beyond its reasonable control, including natural disasters, war, terrorism, pandemic, government action, internet or telecommunications failures, or outages of third-party service providers (such as Google, Render, Supabase, Polar, Resend, or Sentry). The affected party will use reasonable efforts to mitigate and resume performance.

20. Governing law and venue

These Terms are governed by the laws of Greece, together with directly applicable European Union regulations (including the GDPR). Any dispute arising from or related to these Terms will be subject to the exclusive jurisdiction of the courts of Athens, Greece. Mandatory consumer-protection rights of natural persons under applicable law are not affected by this clause.

21. General provisions

These Terms, together with the Privacy Policy and any DPA executed between the parties, constitute the entire agreement between Customer and TrustQueue regarding the Service and supersede any prior agreements on the same subject. If any provision is held unenforceable, the remaining provisions stay in effect. A failure to enforce any right is not a waiver of that right. Customer may not assign these Terms without TrustQueue's prior written consent; TrustQueue may assign these Terms in connection with a merger, acquisition, or sale of assets upon notice. These Terms do not create third-party beneficiary rights, except for the indemnified parties listed in section 17.

22. Notices and contact

Legal notices to TrustQueue should be sent by email to stergios.z@trustqueue.com. Notices to Customer will be sent to the email address on file for the account. Notices are deemed delivered when sent. For questions about these Terms, contact stergios.z@trustqueue.com.

23. Free hallucination-check tool (/check)

The diagnostic tool at /check is offered free of charge, without account or subscription, and on an "as is" basis. Results are generated by automated AI analysis and are intended as informational diagnostics only; they do not constitute professional advice or a warranty of any kind. Usage is rate-limited and may be temporarily restricted or withdrawn at our discretion. The handling of any knowledge base text submitted to this tool is described in section 12 of the Privacy Policy.