Terms of service

What these terms cover

These terms govern access to Offload — the web application at app.offload.support, the in-app widget, the SDKs and this site. Creating a workspace means accepting them. They are written for a beta product and will be replaced by a fuller agreement at general availability; workspace owners will be told before that happens.

The publisher is identified on the legal notice page.

The service

Offload answers customer questions from a knowledge base you provide, through an in-app widget and a connected support address. Every draft carries a confidence score and the sources it came from. You set the floor above which a reply sends itself; below it, drafts wait for you.

You need an account to use it. Keep your sign-in details to yourself and tell us if you think someone else is using them.

Beta

Offload is in private beta. Features can change, move or disappear, quotas can be adjusted, and defects are expected. Do not deploy it where a wrong or delayed reply would cause serious harm — medical, legal, financial or safety-critical support is out of scope.

Availability

The service is provided as is and as available, with no uptime commitment, no service-level agreement and no warranty of fitness for a particular purpose during the beta. Maintenance, outages at our hosting providers, and interruptions at the language-model providers can all stop replies from going out.

AI replies stay your responsibility

Replies are generated by language models grounded in the material you supply. They can still be wrong. You choose the confidence floor, you review what sits below it, and you remain responsible towards your own customers for everything sent from your workspace — including replies sent automatically under a floor you set.

When a customer contests an answer, that thread stops auto-answering until a human closes it. That is a safeguard, not a guarantee of correctness.

Acceptable use

• Use Offload for genuine customer support for a product you operate.
• Do not upload unlawful content, or knowledge-base material you have no right to use.
• Do not use it to send unsolicited bulk email, to impersonate someone, or to mislead customers about what they are talking to.
• Do not attempt to reach another workspace's data, to bypass quotas or payment, or to probe the service other than through a good-faith security report to hello@offload.support.

An account can be suspended when use is abusive, unlawful, or puts the service at risk.

Your content and your data

Your knowledge base, conversations and feedback stay yours. Offload processes them to run the service, as described in the privacy policy, and does not train shared models on them.

You can ask for an export of your workspace data, or its deletion, at any time by writing to hello@offload.support. Exports are provided in a machine-readable format; deletion removes conversations, knowledge base, attachments and feedback, with backups rolling off within 30 days.

Plans and payment

The Free plan costs nothing. Paid plans are billed monthly through Stripe, without commitment, and can be cancelled at any time — access runs to the end of the paid period, then the workspace drops back to Free. Prices and included volumes are the ones shown on the pricing section at the time you subscribe. Card details are handled by Stripe; Offload never sees them.

Beta invitations may include free credit. Credit has no cash value and can be withdrawn when the beta ends.

Liability

To the extent permitted by law, the publisher's total liability arising from the service is limited to the amount you paid for it over the twelve months preceding the event — and to zero on the Free plan. Indirect damage, loss of profit, loss of business and loss of reputation are excluded.

Nothing here limits liability for fraud, wilful misconduct, gross negligence, or anything else that cannot be limited under French law.

Termination

You can delete your workspace whenever you like. We can end the beta, or close an account that breaches these terms, with reasonable notice by email except where an immediate stop is needed. You get a window to export your data before deletion.

Governing law

These terms are governed by French law. Any dispute that cannot be settled amicably falls to the competent French courts. Consumers keep the protections of the mandatory rules of their country of residence.