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Terms and Conditions

Binding terms for Savvi Web self-hosted software (Aura, MyBooking, and Nord products) and the hosted Savvi Bot AI chat service.

Effective Date: 21 August 2026 Version 3.0

Part A. Common Terms

1. Agreement and Parties

These Terms and Conditions ("Terms") form a legally binding agreement between you ("Customer", "you") and Savvi Web ("Savvi Web", "we", "us", "our") governing your purchase, access, download, installation, and use of Savvi Web products and related services (collectively, the "Services").

The Services include: (a) self-hosted proprietary software and related packages known as Aura HQ, Aura Nord, MyBooking, and My Booking Nord (the "Self-Hosted Software"); and (b) the hosted Savvi Bot AI chat platform and related dashboard, widget, APIs, and subscriptions (the "Hosted Service" or "Savvi Bot").

By creating an account, checking an acceptance box, completing a purchase, downloading Software, embedding a widget, or otherwise using the Services, you agree to these Terms and our Privacy Policy. If you use the Services on behalf of an organisation, you represent that you have authority to bind that organisation, and "Customer" means that organisation.

If you do not agree, do not use the Services.

2. Definitions

  • Customer Content means data, text, files, URLs, knowledge sources, prompts, configurations, branding, and other materials you (or your end users) submit to or through the Services.
  • Chat Data means messages, metadata, and related records generated when visitors or users interact with a Savvi Bot instance on your properties.
  • End Users means your website visitors, customers, staff, or other third parties who interact with your bot, site, or Self-Hosted Software installation.
  • Order means a checkout, invoice, subscription selection, license purchase, or written commercial order confirming fees and plan.
  • Plan means a Savvi Bot commercial tier offered from time to time (including Trial, Savvi Bot, Savvi Bot Pro, and Savvi Bot Enterprise), as described on our pricing pages or Order.

3. Eligibility, Accounts, and Security

You must be at least 18 years old and capable of forming a binding contract. You are responsible for all activity under your accounts, credentials, API keys, invite links, and admin seats. Keep credentials confidential. Notify us promptly at support@savviweb.com if you suspect unauthorised access. We may treat actions taken with your credentials as authorised by you.

4. Fees, Taxes, and Payment Processors

Fees are as stated in the applicable Order or pricing page and are payable in the currency shown. Unless required by law, fees are non-refundable except as expressly stated in these Terms. You are responsible for applicable taxes excluding taxes based on our net income.

Payments are processed by third-party payment providers such as Stripe. Savvi Web does not store full payment card numbers and does not hold customer funds. We accept no liability for declines, chargebacks, payment-provider account actions, banking delays, or outages of those providers, except to the extent caused by our wilful misconduct.

We may suspend access for overdue amounts after notice. Price changes apply to later billing periods after notice on the site or by email.

5. Intellectual Property

Savvi Web and its licensors own all right, title, and interest in the Services, Software, documentation, branding, models configuration frameworks, and underlying technology (excluding Customer Content). No rights are granted except the limited licenses expressly stated in these Terms. You must not reverse engineer, copy, resell, sublicense, or create derivative works of the Services except as permitted by mandatory law or an express written license.

You retain ownership of Customer Content. You grant Savvi Web a worldwide, non-exclusive, royalty-free licence to host, process, transmit, display, and otherwise use Customer Content solely as needed to provide, secure, maintain, and support the Services, comply with law, and enforce these Terms.

6. Confidentiality

Each party may receive non-public information from the other that is marked confidential or would reasonably be understood as confidential. The receiving party will use that information only to perform under these Terms and will protect it with reasonable care. Confidentiality does not apply to information that is public, independently developed, or rightfully received from a third party without duty.

7. Disclaimers

To the maximum extent permitted by law, the Services and Software are provided on an "AS IS" and "AS AVAILABLE" basis. Savvi Web disclaims all warranties, whether express, implied, or statutory, including merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted availability, error-free operation, and absolute security. We do not warrant that the Services will meet your requirements, be compatible with every environment, or produce accurate AI outputs.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that English law does not allow to be limited.

8. Limitation of Liability

Subject to Section 7, Savvi Web and its officers, employees, agents, and affiliates will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages; loss of profits, revenue, goodwill, business, anticipated savings, or opportunity; loss, corruption, or unavailability of data; cost of substitute services; reputational harm; or costs arising from security incidents, cyberattacks, or unauthorised access, whether in contract, tort (including negligence), statute, or otherwise, even if advised of the possibility.

Subject to Section 7, Savvi Web's total aggregate liability arising out of or relating to these Terms or the Services for all claims in any 12-month period is limited to the greater of: (a) the amounts you paid to Savvi Web for the specific product giving rise to the claim during the 12 months immediately before the claim; or (b) one hundred pounds sterling (£100).

Multiple claims do not enlarge this cap. These limitations allocate commercial risk and are a fundamental basis of the bargain.

9. Customer Indemnity

You will indemnify, defend, and hold harmless Savvi Web and its officers, employees, agents, and affiliates from and against any claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) Customer Content, Chat Data, or your instructions to the Services; (b) your or your End Users' use of the Services in breach of these Terms or law; (c) your websites, products, professional advice, or representations to End Users; (d) alleged infringement or misuse of third-party rights in materials you provide; (e) your failure to obtain required notices, consents, or lawful bases for processing; and (f) disputes between you and End Users or regulators arising from your business, bot replies, or Self-Hosted Software installation.

10. Suspension and Termination

We may suspend or terminate access immediately if you breach these Terms, fail to pay, create security, legal, or reputational risk, or if required by law or a provider. You may stop using the Services at any time. On termination, your licence to use the affected Services ends. Provisions that by nature should survive (including IP, confidentiality, disclaimers, liability limits, indemnity, and governing law) survive termination.

11. Changes

We may update these Terms by posting a revised version at https://savviweb.com/tc/ with an updated effective date. Material changes take effect on the stated date. Continued use after the effective date constitutes acceptance. If you do not agree, stop using the Services before the changes take effect.

12. Force Majeure and Third Parties

Neither party is liable for delay or failure caused by events beyond reasonable control, including internet or power failures, hosting outages, denial-of-service attacks, labour disputes, epidemics, war, or governmental action. The Services may depend on third-party providers (hosting, email, analytics, payment, and large language model providers). We are not responsible for those providers' acts, omissions, outages, model behaviour, pricing, policy changes, or data handling beyond our contractual relationship with them, except as required by mandatory law.

13. Export, Sanctions, and General

You must not use the Services in violation of UK, EU, US, or other applicable export control or sanctions laws. If any provision is unenforceable, the remainder stays in effect. These Terms are the entire agreement regarding their subject matter and supersede prior proposals on that subject. Failure to enforce is not a waiver. You may not assign these Terms without our prior written consent; we may assign to an affiliate or successor. Notices may be sent to the email on your account and to support@savviweb.com.

14. Governing Law and Disputes

These Terms and any dispute or claim (including non-contractual disputes or claims) are governed by the laws of England and Wales. The courts of England have exclusive jurisdiction, subject to any mandatory consumer venue rights that cannot be waived.

If you are a consumer in the UK or EEA, nothing in these Terms affects non-excludable statutory rights.

Part B. Self-Hosted Software

Applies to Aura HQ, Aura Nord, MyBooking, and My Booking Nord.

15. Self-Hosted Architecture and Responsibility

Aura and MyBooking (and their Nord variants where applicable) are designed to run on infrastructure you control. For Self-Hosted Software, you install, configure, host, secure, back up, and maintain the installation and related databases. Except where we expressly provide managed hosting under a separate written agreement, Savvi Web does not host your Self-Hosted Software site, does not operate your WordPress or server environment, and does not control your end-customer booking or payment data stored in your installation.

Because you control the hosting environment, you are solely responsible for operational stability, security hardening, access control, backups, updates, plugin/theme conflicts, and compliance for data processed in your installation.

For select packages (such as Aura Nord and My Booking Nord), we may include a complimentary front-end website with a standardised design. Bespoke design, custom features, or additions beyond the standard package are paid add-ons.

16. Licence Grant

Upon purchase, Savvi Web grants you a non-exclusive, non-transferable licence to use the Self-Hosted Software on the number of installations permitted by your Order. Licence keys may not be shared, resold, or distributed. Licences are valid for the purchased term. On expiry, the Software may continue to function, but access to updates, security patches, and support ceases until renewal.

17. Compatibility and Support (Self-Hosted)

We do not guarantee compatibility with every server, PHP version, theme, page builder, or third-party plugin. Conflicts with Elementor, Astra, caching layers, or other plugins are outside our control.

  • Included: assistance with initial installation, configuring built-in features, and verified bugs in the unmodified Software core for customers with an active licence.
  • Excluded: server administration, repairing databases corrupted by external factors, highly customised theme conflicts, and bespoke CSS/PHP development outside the plugin scope.

18. Self-Hosted Refunds

  • Aura HQ: 30-day guarantee if the software fails to function as advertised and support cannot resolve a verified technical fault.
  • Aura Nord: 30-day guarantee on the same basis.
  • MyBooking: 14-day guarantee on the same basis.
  • My Booking Nord: 30-day guarantee on the same basis.

Refunds are not granted for renewals, upgrades, or change of mind after downloading proprietary code, except where mandatory consumer law requires otherwise.

19. Payments Connected Through Self-Hosted Software

Self-Hosted Software may connect your site to third-party payment processors such as Stripe. Those processors are independent. We do not process or hold End User funds through Self-Hosted Software and accept no liability for failed transactions, chargebacks, or processor account suspensions.

Part C. Savvi Bot Hosted Service

Applies to Savvi Bot (Trial, Savvi Bot, Savvi Bot Pro, Savvi Bot Enterprise, and related add-ons).

20. Hosted Service Description

Savvi Bot is a hosted software-as-a-service: we operate application infrastructure that powers your workspace, bot configuration, knowledge ingestion features, conversation handling, and embeddable widget, subject to your Plan limits. Savvi Bot is not self-hosted WordPress plugin software.

Unless a separate written service level agreement is signed, we provide no uptime, latency, or support-response SLA. Maintenance windows, provider outages, and feature changes may occur.

21. Acceptable Use

You must not, and must not allow others to:

  • violate law, privacy, intellectual property, or export rules;
  • upload malware, attempt unauthorised access, probe, scan, or disrupt the Hosted Service or related networks;
  • send spam, phishing, or deceptive content; impersonate others; or harvest personal data unlawfully;
  • use the Hosted Service for high-risk automated decisions without human review and required legal compliance, including medical diagnosis, legal advice presented as a regulated professional service, credit scoring, or critical infrastructure control;
  • target children or process children's data through Savvi Bot without a lawful basis and appropriate safeguards;
  • bypass Plan limits, rate limits, security controls, or billing mechanisms;
  • resell, white-label, or provide the Hosted Service to third parties as your own product except as expressly permitted in writing.

We may investigate suspected violations and suspend or terminate access.

22. Customer Data, Chat Data, and Roles

You own Customer Content and Chat Data you submit or generate through your Savvi Bot workspace, subject to third-party rights and these Terms. For personal data of End Users processed through your Savvi Bot deployment on your websites or channels, you are the Controller and Savvi Web acts as Processor, processing such data only to provide the Hosted Service on your documented instructions (which include your configuration and these Terms). For your account, billing, and our platform administration data, Savvi Web acts as an independent Controller. Details are in the Privacy Policy.

You warrant that you have all rights, notices, and lawful bases required to collect and process End User data through Savvi Bot, including any special category data. Do not instruct us to process unlawful content.

23. AI Outputs and Your Responsibility

Savvi Bot uses probabilistic machine learning systems. Outputs may be inaccurate, incomplete, outdated, biased, or fabricated ("hallucinations"). Outputs are not legal, medical, financial, or other professional advice. You must review material outputs before relying on them in business decisions or customer-facing communications.

You are solely responsible for: (a) bot configuration, knowledge sources, prompts, and guardrails; (b) what the bot says to End Users on your properties; (c) disclosures to End Users that they are interacting with AI where required; and (d) human escalation processes for complaints, bookings, refunds, or high-impact requests.

24. Knowledge, Crawling, and Uploads

If you connect URLs, sitemaps, files, or other knowledge sources, you represent that you have rights to provide that content and that providing it does not violate third-party terms or law. You are responsible for the accuracy and legality of knowledge content. We may refuse, remove, or rate-limit ingestion that creates security, legal, or operational risk.

25. Customer-Supplied API Keys

Where your Plan allows bring-your-own keys (for example certain Enterprise configurations), you are solely responsible for those keys, provider accounts, usage charges, rate limits, and the third-party provider's terms and data practices. Compromised or over-permissioned keys are your risk.

26. Security and Security Incidents

We implement commercially reasonable technical and organisational measures designed to protect the Hosted Service. No method of transmission or storage is completely secure. We do not warrant absolute security or that unauthorised access, disclosure, alteration, or destruction will never occur.

We are not liable for incidents caused by: your weak or shared credentials; compromised customer-supplied keys; misconfigured allowlists, domains, or embeds; vulnerabilities on your websites; End User devices; or third-party systems outside our control.

If we become aware of a personal data breach affecting the Hosted Service, we will investigate and notify you without undue delay where legally required or where notification is reasonably necessary for you to meet Controller obligations. Notification and cooperation are not an admission of liability or fault.

27. Subprocessors and Embeds

You authorise Savvi Web to use subprocessors reasonably needed to operate the Hosted Service, including hosting providers, email delivery, payment processors, analytics tooling, and large language model or inference providers. Categories and updates are described in the Privacy Policy. You remain responsible for configuring allowed domains, embed snippets, and website security on properties where the widget runs.

28. Retention, Export, and Deletion

We retain Hosted Service data as needed to provide the Service and as described in the Privacy Policy. After termination or cancellation, you may request export of available workspace data within a reasonable period while the account remains recoverable. Thereafter we may delete or irreversibly anonymise Customer Content and Chat Data, except where retention is required by law, dispute resolution, billing records, or security logs.

29. Savvi Bot Refunds and Trials

Trials, if offered, are for evaluation only and may be modified or withdrawn. Paid Hosted Service subscriptions renew according to the Order and Stripe billing cycle. Except where mandatory UK consumer law requires a refund, fees already paid for a billing period are non-refundable for change of mind, unused message allowance, configuration mistakes, or dissatisfaction with AI output quality. Chargebacks initiated in bad faith may result in suspension.

30. Contact

Questions about these Terms: support@savviweb.com or Contact us.