Terms of Service
Effective 19 August 2026. Last updated 19 August 2026.
These terms are an agreement between you, the business subscribing to Backline, and [[FILL: legal entity name]], which operates Backline. By subscribing or using the service you accept them.
1. What Backline is
Backline is a hosted customer chat service for websites. You install one script tag, and an AI assistant answers your visitors using a knowledge base you control. When a question needs a person, the conversation can be handed to a human agent through our console. Contact details a visitor shares are captured as leads in your dashboard.
The assistant appears under your brand. It is our software running on our infrastructure, provided to you as a subscription service. Nothing is installed on your servers.
2. Who may subscribe
Backline is sold to businesses and organisations, not to consumers. By subscribing you confirm that you are at least 18, that you are acting for a business, and that you have authority to accept these terms for that business. You are responsible for the accuracy of the account and billing details you give us.
You are responsible for everything done through your account, including by your staff and agents, and for keeping your dashboard link and agent keys confidential. Tell us promptly if you believe either has been exposed.
3. Plans, billing and renewal
Backline is a monthly subscription. Current plans are Starter at $200 per month, Pro at $350 per month, and Business at $500 per month. Plans differ by conversation volume, handoff priority and how much staffed coverage is included. Prices are in United States dollars and exclude any taxes that may apply to you.
Card payments are processed by Polar Software Inc., which acts as merchant of record for the transaction. That means Polar is the seller of record for your payment, issues your receipt, and handles sales tax and VAT where it applies. Your payment relationship for the transaction is with Polar, while the service itself is provided by us under these terms. Polar's own terms apply to the payment.
Subscriptions renew automatically each month until cancelled. Each successful payment extends your access by 30 days. You may cancel at any time and keep access for the period you have already paid for. See the Refund and Cancellation Policy.
We may change prices with at least 30 days notice by email. A price change never applies to a period you have already paid for. If you do not accept a new price, cancel before it takes effect.
We also accept payment in USDC on the Base network for customers who prefer it. Those payments are verified on chain, are final once confirmed, and are not reversible by us.
4. Your data and your visitors
You decide what goes into your knowledge base and what your assistant is told to say. You confirm that you have the right to use the content you upload, and that it is accurate and lawful.
For the conversations that happen on your website, you are the data controller and we act as your processor: we handle that information on your instructions, to provide the service. You are responsible for having a lawful basis to collect it and for telling your own visitors, in your own privacy notice, that your site uses an AI assistant and that conversations may be reviewed by a person.
Conversation content is sent to a third party model provider so that a reply can be generated. Details of who that is, what is retained and for how long are in our Privacy Policy. Do not put payment card numbers, passwords, government identifiers, health information or other special category data into your knowledge base or your assistant's instructions.
5. Limits of an AI assistant
An AI assistant can be wrong. It can misread a question, miss nuance, or state something your knowledge base does not support. We instruct it to stay within the facts you give it and to offer a person when it does not know, but we cannot guarantee that every answer is correct or complete.
Answers the assistant gives on your website are published under your brand and are your responsibility to your own customers. Do not use Backline as the sole channel for advice where an error causes real harm, including medical, legal, financial, safety and emergency matters, unless you have your own review process in place.
6. Human handoff coverage
Where your plan includes staffed coverage, a request for a person triggers an alert to whoever is on call. If nobody is available at that moment, the assistant takes the visitor's question and a way to reach them, and the conversation waits in your inbox. Handoff is a routing and alerting service. It is not a guarantee that a human replies within a set time unless your plan states one.
7. Acceptable use
You agree not to use Backline to:
- break the law, infringe anyone's rights, or help anyone else do so;
- deceive visitors about who they are talking to, or claim the assistant is a human being;
- collect data you have no lawful basis to collect, or data from children;
- send unsolicited marketing, or harvest contact details for resale;
- probe, overload or reverse engineer the service, or work around its limits;
- resell or white label Backline to third parties without our written agreement;
- upload malware, or content that is abusive, hateful or sexually exploitative.
Automated volume well beyond the plan you pay for, or use that degrades the service for others, may be rate limited.
8. Availability and support
We aim to keep Backline available continuously and we monitor it, but we do not commit to an uptime percentage except where your plan states one. Maintenance may cause short interruptions. If the assistant cannot reach its model provider, it fails quietly and offers a person instead of showing an error to your visitor.
Support is by email at naijcoded@gmail.com. We answer during business hours and prioritise faults over questions.
9. Ownership
We own Backline, its software, its interfaces and its documentation. You own your knowledge base, your assistant's instructions, your conversations and your leads. You grant us only the licence we need to host and process that content in order to run the service for you, and to keep backups.
You may export your leads from the dashboard at any time. We may use aggregated, de-identified statistics about service usage to operate and improve Backline, in a form that does not identify you or any visitor.
10. Suspension and termination
You may cancel at any time from your dashboard. We may suspend or end your account if payment fails and is not resolved, if you materially breach these terms, or if your use puts the service or other customers at risk. Where the law and the circumstances allow, we will warn you first and give you a chance to fix the problem.
After an account closes we delete conversation content on the schedule in the Privacy Policy. Export anything you want to keep before you cancel.
11. Disclaimers and liability
Backline is provided as is. To the fullest extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose and non infringement, and we do not warrant that the service will be uninterrupted, error free, or that the assistant's output will be accurate.
To the fullest extent the law allows, neither party is liable for indirect, incidental, special or consequential loss, or for lost profits, revenue, goodwill or data. Our total liability for all claims in any 12 month period is limited to the fees you actually paid us in the 12 months before the claim arose.
Nothing here limits liability that cannot be limited by law, including for fraud, or for death or personal injury caused by negligence.
12. Changes to these terms
We may update these terms. For changes that materially reduce your rights we give at least 30 days notice by email and post the new effective date here. Continuing to use Backline after a change takes effect means you accept it.
13. Governing law
These terms are governed by the laws of Nigeria, and the courts of that jurisdiction have exclusive jurisdiction, without regard to conflict of law rules. Where you are a consumer protected by mandatory local law, nothing here removes that protection.
14. Contact
[[FILL: legal entity name]]
[[FILL: business address]]
Email: naijcoded@gmail.com