Terms of Service

Effective date: 26 October 2026

These terms govern your use of SupportLime (the "Service"), provided by PM Digital ("we", "us"). By creating an account or embedding our widget you agree to them.

1. The Service

SupportLime provides an AI chat widget that answers website visitors using content you supply, an inbox for human replies, tickets, contacts and related tools, as described on our website. We may change features over time; we will not materially reduce the core functionality of a paid plan during a paid period without notice.

2. Accounts and workspaces

You must be at least 18 and able to enter contracts. You are responsible for everyone you invite to your workspace and for keeping your login email secure. One person may belong to several workspaces; the workspace owner is responsible for its billing and content.

3. Your content and your visitors

You keep all rights to the content you add (website pages, text, files) and to your conversations. You grant us the licence needed to crawl, store, index and process that content to run the Service. You confirm you have the right to use the content and to collect your visitors' data through the widget, that your own privacy policy covers it, and that you will honour visitors' data requests. We process visitor data on your behalf as described in our Privacy Policy.

4. Acceptable use

You may not use the Service to send spam, harass people, collect data unlawfully, distribute malware, infringe others' rights, or attempt to access other customers' data. You may not crawl sites you are not entitled to crawl, resell the Service without an agency plan, or circumvent usage limits. We may suspend accounts that put the Service or other customers at risk.

5. AI output

Answers are generated automatically from your content and may be wrong, incomplete or out of date. You are responsible for the content you supply and for reviewing how the assistant answers before and after going live; the test chat and analytics exist for this. The assistant is not a substitute for legal, medical or financial advice. We do not guarantee any particular resolution rate.

6. Plans, trials and billing

  • Plans and limits are described on the pricing page. The metered unit is an AI reply; human replies are not metered. When a plan's monthly allowance is used, the assistant pauses unless you enable overage, which is billed per 1,000 extra replies at the rate shown for your plan.
  • Paid trial. Paid plans may start with a trial for a small fixed fee (for example $7 for 7 days). Unless you cancel before the trial ends, the plan renews automatically at its regular price. Trial fees are not refundable. One trial per workspace.
  • Renewal and cancellation. Subscriptions renew monthly or annually until cancelled. You can cancel at any time in the billing portal; your plan stays active until the end of the paid period. We do not refund partial periods except where the law requires it.
  • Price changes apply from your next renewal and are announced at least 30 days in advance by email.
  • Taxes may be added by Stripe depending on your location.
  • Free plan may be changed or limited at any time.

7. Availability and support

We aim for high availability but do not guarantee uninterrupted service. Planned maintenance is announced where possible. Support is by email (hello@supportlime.com); priority support is included on Growth and Scale.

8. Intellectual property

The Service, the widget code, and our marks are ours. You may not copy, reverse engineer or build a competing service from our proprietary code. The widget loader may be used only to embed SupportLime on sites you control.

9. Termination

You can delete your account at any time. We may terminate or suspend accounts for breach of these terms, non-payment, or legal reasons, with notice where practical. On termination we delete your data within 30 days, except where retention is required by law.

10. Warranty and liability

The Service is provided "as is". To the extent permitted by law we exclude implied warranties and are not liable for indirect or consequential loss, lost profits or data, or for decisions made on the basis of AI output. Our total liability for any claim is limited to the amount you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.

11. Governing law

These terms are governed by the laws of the country in which PM Digital is established, and disputes are subject to the courts there, without affecting mandatory consumer protections where you live.

12. Changes and contact

We may update these terms; material changes are announced by email at least 14 days before they take effect. Questions: hello@supportlime.com.

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