Effective date: April 20, 2026
These Terms form a binding agreement between you (“Customer”, “you”) and Context Desk(“we”, “us”, the “Service”). Please read them carefully before creating an account.
By creating an account, accessing the Service, or clicking “I agree” on any signup screen, you confirm that you have read, understood, and accept these Terms, our Privacy Policy and our Refund Policy. If you do not agree, you must not use the Service. If you accept these Terms on behalf of a company, you confirm that you have authority to bind that company.
Context Desk is a software-as-a-service application that helps online businesses respond to customer support inquiries by combining the customer's data from connected sources (such as Shopify, Stripe, Zendesk, Intercom, Gmail) with large-language-model inference to draft, route, and (where you configure auto-reply) send replies on your behalf. Features available on each plan are described on our pricing page and may evolve over time.
You must be at least 18 years old and able to enter into a binding contract to use the Service. You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. Notify us immediately at support@contextdesk.app if you suspect unauthorized access.
New accounts receive a 14-day free trial. No payment method is required to start the trial. At the end of the trial, AI features pause until you select a paid plan. We may end or shorten trials for accounts that show signs of abuse (for example, multiple sign-ups from the same operator).
Paid plans are sold on a recurring monthly or annual basis at the prices listed on our pricing page (excluding any applicable taxes which may be added at checkout). Your subscription will renew automatically at the end of each billing period at the then-current price unless you cancel at least 24 hours before the renewal date.
Payments are processed by our third-party payment provider acting as Merchant of Record. The Merchant of Record is responsible for charging your payment method, issuing invoices, collecting and remitting applicable sales tax / VAT, and handling chargebacks. Their terms apply to the payment transaction in addition to these Terms.
Failed payments will be retried by the Merchant of Record. If payment is not successful within 14 days of the renewal date, AI features will pause until the balance is settled.
You may cancel your subscription at any time from Dashboard → Billing. Cancellation takes effect at the end of the current billing period; you retain access until then. Refunds are governed by our Refund Policy, which forms part of these Terms.
You agree not to use the Service to:
We may suspend or terminate accounts that violate this Section, with or without notice if the violation creates security, legal or reputational risk.
You retain all rights to data you upload or that we pull from your connected integrations on your behalf (“Customer Data”). You grant us a limited, worldwide, royalty-free licence to host, process and transmit Customer Data solely to provide the Service to you, including running model inference and storing audit logs. We do not sell Customer Data and we do not use it to train shared models. Full details are in our Privacy Policy.
Replies drafted by the Service are model-generated suggestions. You are solely responsible for reviewing AI output before it is sent to your customers, for setting an appropriate confidence threshold, and for the consequences of any reply sent from your account. Shadow Mode is enabled by default for the first seven days of your account so that every draft is held for human review. You may disable Shadow Mode at any time in Settings.
The Service, its source code, design, trademarks and documentation are owned by us or our licensors and are protected by copyright, trademark and other laws. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service during the term of your subscription. No other rights are granted by implication.
The Service connects to third-party platforms (Shopify, Stripe, Zendesk, Intercom, Gmail and others) at your direction and uses third-party sub-processors (including a large-language-model provider, a database/auth provider, an email provider, and a payment provider) to operate. We are not responsible for the availability, accuracy, or terms of those third parties. Your use of them is governed by their own terms and privacy policies.
EXCEPT WHERE PROHIBITED BY LAW, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE OR ERROR-FREE. WE DO NOT WARRANT THAT AI-GENERATED OUTPUT WILL BE ACCURATE, COMPLETE OR APPROPRIATE FOR YOUR USE CASE.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE FEES YOU PAID US IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM. IN NO EVENT WILL WE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL OR DATA, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
You agree to defend, indemnify and hold us harmless from any third-party claim arising out of (a) your Customer Data, (b) your use of the Service in breach of these Terms, or (c) any reply sent from your account to a customer.
You may cancel any time from Dashboard → Billing. We may suspend or terminate your account immediately for material breach of these Terms, non-payment, or activity that creates a security or legal risk. On termination your licence to use the Service ends and we will delete or anonymise your data in accordance with our Privacy Policy and any active Data Processing Agreement.
We may modify the Service or these Terms from time to time. If a change is material we will give you at least 14 days' notice by email or in-app. Your continued use of the Service after the effective date of a change constitutes acceptance of the updated Terms. If you do not accept a change, your sole remedy is to cancel your subscription before the change takes effect.
These Terms are governed by the laws of the jurisdiction in which Context Desk is established, without regard to its conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts of that jurisdiction for any dispute arising out of or relating to these Terms, except that either party may seek injunctive relief in any competent court to protect its intellectual property.
These Terms (together with the Privacy Policy and Refund Policy) are the entire agreement between the parties and supersede any prior agreement on the same subject. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce any provision is not a waiver of that provision. You may not assign these Terms without our written consent; we may assign them in connection with a merger, acquisition or sale of substantially all of our assets.
Questions about these Terms? Email support@contextdesk.app. For general support email support@contextdesk.app.