These Terms of Service (“Agreement”) govern your access to and use of the services provided by Weav.com, LLC (“Weav,” “we,” “us,” or “our”). By creating an account, subscribing, or using our services, you agree to this Agreement. If you are agreeing on behalf of a company or other legal entity, you represent that you have authority to bind that entity. Capitalized terms have the meanings given below.

1. Definitions

• “User” means the entity that signs up for and logs into a Weav workspace (you, or the entity you represent).

• “Customers” means individuals who interact with a User’s workspace (e.g., via chat, email, or other channels we support).

• “Service” means Weav’s cloud-based platform, including AI agents, multichannel inbox, APIs, and related tools and documentation.

• “User Data” means data, content, and information that you or your Customers submit to or that is collected through the Service (including conversations, messages, and configuration).

• “Order” means the subscription, plan, or ordering flow through our website or product that describes your subscription and fees.

• “Resolution” means the conclusion of a single Customer support issue within a Conversation. A Conversation becomes a Resolution when it is marked closed or marked as resolved in the Service by the User or by the Service after the relevant issue has been substantively handled by an AI agent, an Authorized User, or both. Multiple messages, replies, internal notes, assignments, handoffs, or channel changes relating to the same underlying issue within the same Conversation do not create additional Resolutions.

2. The Service

2.1 Description. Weav provides a customer support platform that combines AI agents with a unified, multichannel inbox. The Service is provided on a subscription basis in accordance with this Agreement and the applicable Order.

2.2 Access. We grant you a limited, non-exclusive, non-transferable right to access and use the Service during the subscription term, solely for your internal business purposes and in accordance with this Agreement and any use limits in your Order. Access may be used only by you and by individuals you authorize to use the Service on your behalf (“Authorized Users”). You are responsible for all activity under your account and for your Authorized Users’ compliance with this Agreement.

2.3 Ownership. Weav owns and retains all rights in the Service, our technology, brand, and any materials we provide. No ownership rights are transferred to you except the limited right to use the Service as stated in this Agreement.

3. Use Restrictions and Acceptable Use

3.1 Restrictions. You will not (and will not allow Authorized Users or others to): (a) copy, modify, or create derivative works of the Service; (b) reverse engineer, decompile, or attempt to derive source code or underlying ideas of the Service, except to the extent permitted by applicable law; (c) rent, lease, sublicense, or provide the Service to third parties except as permitted (e.g., for your Customers to interact with your workspace); (d) remove or alter any proprietary notices; (e) use the Service in violation of any law or regulation; (f) attempt to gain unauthorized access to the Service or our systems; (g) use the Service to build a competing product or for competitive analysis; or (h) use the Service in a way that harms the Service, other users, or third parties. You must be at least 18 years old to use the Service. By using the Service, you represent that you meet this requirement.

3.2 Acceptable Use. You will not use the Service to transmit or store content that is illegal, harmful, abusive, infringing, or that violates laws or third-party rights. You will not use the Service for spam, phishing, or unauthorized marketing, or in a way that violates applicable anti-spam or telecommunications laws. If we reasonably believe your use violates this Agreement or harms the Service or others, we may suspend or terminate your access.

3.3 API. If we make APIs available, you may use them in accordance with our documentation. We may set and change usage limits and suspend or terminate API access at our discretion.

4. Financial Terms

4.1 Fees. You will pay all fees set out in your invoice. Fees are billed monthly in arrears based on your use of the platform during the prior month. A minimum monthly commitment (as specified in your subscription or on our pricing page) applies. Fees are in U.S. dollars unless otherwise stated. All payment obligations are non-cancellable and, except as expressly stated in this Agreement, fees are non-refundable.

4.2 Resolution Billing. If your subscription or Order includes usage-based fees based on Resolutions, Weav will calculate billable usage based on the net number of Resolutions recorded by the Service during the applicable billing period. A Resolution is counted when the Service records a resolution window with a billable AI outcome as resolved. A previously counted Resolution may be reversed if, within 7 days after resolution, the Service records that the conversation was reopened or that the prior resolution was reversed, including due to a customer follow-up.

For purposes of calculating Resolutions, Weav may use automated systems, service rules, message classification, timeout logic, and internal service records to determine whether a resolution window has been resolved or reversed. Conversation status, including whether a conversation is open or closed, may inform the Service workflow but is not solely determinative of whether a Resolution is counted. Weav’s service records will control for billing purposes absent manifest error.

4.3 Payment. We (or our payment processor) will charge the payment method you provide for amounts due. You must keep payment information current. If payment fails, we provide a grace period for 14 days with the following notifications:

• 1 day notification

• 7 day notification

• 13 day notification

After the 14 day grace period, if payments are still not successful, the workspace will stop functioning until payment is current. We may retry charging your payment method and may charge interest on overdue amounts at the rate of 1.5% per month (or the maximum permitted by law, if lower).

4.4 Taxes. Fees exclude applicable taxes. You are responsible for all taxes (other than taxes on our income) arising from your use of the Service. If we are required to collect such taxes, we will invoice you accordingly.

4.5 Free Trial. We may offer a free trial. During the trial you must add valid payment details before the trial ends. If you do not add payment details by the end of the trial, the Service will stop working until you add payment and subscribe. We do not provide a free tier after the trial.

4.6 Price Changes. We may change our pricing at any time. We will give you at least 30 days’ notice before any change applies to your subscription. Continued use after the change takes effect constitutes acceptance. If you do not agree, you may cancel before the change takes effect.

5. Data and Data Processing

5.1 Your Data. You retain all rights in User Data. You grant us a non-exclusive, worldwide, royalty-free license to use, process, store, and display User Data as necessary to provide and operate the Service and as described in our Privacy Policy.

5.2 Your Obligations. You represent and warrant that you have all rights and consents needed to provide User Data to us and to allow us to process it as described in this Agreement. You are solely responsible for the accuracy and legality of User Data and for providing any required notices to your Customers (e.g., privacy and cookie disclosures).

5.3 Our Processing. We process User Data as a service provider/processor to provide the Service. We will (a) process User Data only in accordance with this Agreement and applicable law, (b) use appropriate technical and organizational measures to protect User Data, and (c) not use User Data for advertising or to train third-party AI models. We may use subprocessors; we require them to protect User Data consistent with this Agreement. Our subprocessors are identified in our Privacy Policy.

5.4 Usage and Anonymized Data. We may collect and use usage data and analytics related to the operation of the Service. We may use anonymized or aggregated data (that does not identify you or your Customers) to improve and operate the Service. We retain all rights in such data.

6. Term and Termination

6.1 Term. This Agreement begins when you first accept it or use the Service and continues until terminated. Your subscription renews monthly unless you cancel or we terminate.

6.2 Cancellation by You. You may cancel at any time through the product or as we otherwise allow. You must pay all outstanding usage fees and any other amounts due before the cancellation will be processed. Once you have paid your remaining balance and cancellation is complete, your access to the Service will stop immediately. You may resubscribe at any time subject to then-current terms and pricing.

6.3 Data After Cancellation. We retain User Data for 90 days following cancellation or termination of the subscription, regardless of payment status, except where retention is required by law or for legitimate business purposes.

6.4 Termination by Weav. We may suspend or terminate your access immediately if you materially breach this Agreement and do not cure the breach within 30 days of written notice, or if your use threatens the Service, other users, or third parties. We may also terminate or suspend for nonpayment or as required by law.

6.5 Effect of Termination. On termination, your right to access and use the Service ends. We have no obligation to retain User Data after the 90-day period described above. Sections that by their nature should survive (including Sections 4 (Financial Terms), 5.4 (Usage and Anonymized Data), 7 (Third-Party Services), 8 (Confidentiality), 9 (Warranty Disclaimer), 12 (Limitation of Liability), 13 (Indemnification), and 15 (General Terms)) will survive.

7. Third-Party Services

The Service may integrate with or depend on third-party services (e.g., authentication, payment, email, AI providers). Your use of those services may be subject to their terms and policies. We are not responsible for third-party services. If you connect or provide credentials for third-party services, you do so at your own risk and represent that you have the right to do so.

8. Confidentiality

Each party will keep the other’s confidential information (including business, technical, and pricing information) confidential and will not disclose it to third parties except as needed to perform this Agreement or as required by law (with notice where allowed). Confidential information will be protected with at least reasonable care. Weav’s confidential information includes the Service and our technology; your confidential information includes User Data. This Agreement is confidential. These obligations survive termination.

9. Warranty Disclaimer

EXCEPT AS EXPRESSLY STATED IN THIS AGREEMENT, THE SERVICE AND ALL RELATED MATERIALS ARE PROVIDED “AS IS” AND “AS AVAILABLE.” WEAV DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE. SOME JURISDICTIONS DO NOT ALLOW THESE DISCLAIMERS; IN SUCH CASES THEY APPLY ONLY TO THE MAXIMUM EXTENT PERMITTED BY LAW.

10. Availability (SLA)

We will use reasonable efforts to make the Service available with an uptime of 99.9% in each calendar month, excluding unavailability caused by (a) factors outside our reasonable control (e.g., force majeure, internet or carrier failures), (b) your or third-party equipment or services, (c) your or Authorized Users’ actions or omissions, (d) maintenance we schedule with reasonable notice, or (e) unavailability stemming from our subprocessors or other third-party providers. If we fall short of 99.9% in a month (excluding such exclusions), you may request a service credit in accordance with our then-current SLA policy, if we publish one. This Section states your sole remedy for availability issues.

11. Support

Support is provided at a high level through hello@weav.com and through resources on our website. 

12. Limitation of Liability

12.1 Exclusion of Consequential Damages. EXCEPT FOR EXCLUDED CLAIMS (DEFINED BELOW), NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION, ARISING OUT OF OR RELATED TO THIS AGREEMENT OR THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

12.2 Liability Cap. EXCEPT FOR EXCLUDED CLAIMS, EACH PARTY’S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT WILL NOT EXCEED THE TOTAL FEES PAID OR PAYABLE BY YOU TO WEAV IN THE 6 MONTHS IMMEDIATELY PRECEDING THE CLAIM.

12.3 Excluded Claims. “Excluded Claims” means claims: (a) under Section 13 (Indemnification); (b) for breach of Section 8 (Confidentiality); (c) for our IP indemnity under Section 13.2; or (d) for gross negligence or willful misconduct. Excluded Claims are not subject to the cap in Section 12.2 but remain subject to Section 12.1 to the extent permitted by law.

12.4 Basis of the Bargain. The limitations in this Section 12 apply regardless of the theory of liability and even if any remedy fails of its essential purpose. They apply to the fullest extent permitted by applicable law.

13. Indemnification

13.1 By You. You will indemnify, defend, and hold harmless Weav and its affiliates, officers, directors, and employees from and against any third-party claims, damages, losses, and costs (including reasonable attorneys’ fees) arising from or related to: (a) User Data; (b) your or your Authorized Users’ use of the Service; (c) your breach of this Agreement; or (d) claims by your Customers or other third parties arising from your use of the Service or your conduct. We will notify you of the claim and give you reasonable cooperation; you will not settle any claim that imposes obligations on Weav without our prior written consent.

13.2 By Weav. We will indemnify, defend, and hold you harmless from and against third-party claims that the Service, when used as authorized under this Agreement, infringes a valid U.S. patent, copyright, or trademark, and we will pay damages finally awarded or amounts agreed in settlement. Our obligation does not apply to the extent the claim arises from your modifications, combination with other products, misuse, or use after we have provided a non-infringing alternative. This Section 13.2 states our entire liability and your sole remedy for infringement claims.

14. Publicity

Unless otherwise agreed in writing, you agree that we may use your name and logo to identify you as a Weav user on our website and in marketing materials. You may request removal at any time by emailing hello@weav.com, and we will cease such use within a reasonable time.

15. General Terms

15.1 Modifications. We may change this Agreement at any time. We will post the updated terms and update the “Last updated” date. Your continued use of the Service after the updated terms are posted constitutes acceptance. If a change is material and you object, you may cancel your subscription; your sole remedy is to stop using the Service and pay any amounts due.

15.2 Notices. Notices to you may be sent to the email address associated with your account or posted in the Service. Notices to Weav must be sent to hello@weav.com or to Weav.com, LLC, 222 S Main Street, Ste 500, Salt Lake City, Utah 84101, USA. Notices sent to our address must also have an email to hello@weav.com. Notices are deemed given when sent (email) or when posted (in-product).

15.3 Governing Law. This Agreement is governed by the laws of the State of Utah, U.S.A., without regard to conflict of laws principles.

15.4 Arbitration. Any dispute, claim, or controversy arising out of or relating to this Agreement or the Service will be resolved by binding arbitration administered by JAMS or the American Arbitration Association (AAA) under its applicable commercial arbitration rules in Salt Lake City, Utah. The arbitrator’s decision will be final and binding. YOU AND WEAV WAIVE ANY RIGHT TO A JURY TRIAL AND AGREE THAT DISPUTES WILL BE RESOLVED ONLY ON AN INDIVIDUAL BASIS; CLASS ARBITRATIONS AND CLASS ACTIONS ARE NOT PERMITTED. Either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent actual or threatened misuse of confidential information or intellectual property. Nothing in this Section limits either party’s right to bring an individual claim in small claims court or to seek relief from a governmental authority.

15.5 Assignment. You may not assign this Agreement without our prior written consent. We may assign this Agreement in connection with a merger, acquisition, or sale of all or substantially all of our assets. Any assignment in violation of this Section is void. This Agreement binds and benefits the parties and their permitted successors and assigns.

15.6 Force Majeure. Neither party will be liable for failure or delay in performance due to causes beyond its reasonable control (e.g., natural disaster, war, terrorism, labor disputes, government action, or failure of third-party services).

15.7 Severability. If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary to make it valid and enforceable, and the rest of the Agreement will remain in effect.

15.8 Entire Agreement. This Agreement (together with the Privacy Policy) is the entire agreement between you and Weav regarding the Service and supersedes prior agreements and discussions. No waiver will be implied from conduct or failure to enforce a right; any waiver must be in writing.

15.9 No Third-Party Beneficiaries. This Agreement does not confer rights on any third party.

Contact
Weav.com, LLC
222 S Main Street Ste 500
Salt Lake City, Utah 84101
USA

Email: hello@weav.com