1. Definitions
In these terms of service, the following definitions apply:
- LimeDesk: the provider of AI-driven customer service solutions, a sole proprietorship (Chamber of Commerce no. 99420929).
- Customer: the natural or legal person who enters into an agreement with LimeDesk.
- Services: the AI chat assistant and/or AI email assistant offered by LimeDesk, including the related inbox and integrations.
2. Applicability
These terms of service apply to all offers, quotations and agreements between LimeDesk and the Customer. Deviations from these terms are only valid if expressly agreed in writing.
3. Services
LimeDesk offers AI-driven customer service solutions in two subscription forms: Starter and Pro.
- AI chat assistant: automatic answering of customer questions via a website widget (and connected channels such as Telegram), available 24/7, based on the Customer's knowledge base. If the assistant is unsure or a customer asks for a person, the conversation goes to the Customer's inbox.
- AI email assistant: automatic draft replies for incoming emails, based on your knowledge base; the Customer reviews and sends them (included in both plans).
Prices start from €79 per month (Starter). See our pricing page for current rates and plan comparisons.
Fair use. The number of conversations is unlimited for normal business use. If you structurally exceed 5,000 conversations per month we will contact you to find a suitable arrangement; we will not block your service without discussing it first.
4. Prices and payment
All prices stated include VAT. Invoicing takes place monthly in advance through our payment provider Mollie: the first payment when choosing a plan (iDEAL, credit card, Apple Pay, Google Pay, Bancontact or SEPA direct debit), then automatically every month.
New customers start with a free 7-day trial, without payment details. When the trial ends, access stops unless the Customer chooses a plan; nothing is charged automatically.
Via the Shopify App Store. If the Customer installs LimeDesk through Shopify, the subscription runs through Shopify: prices are then in US dollars ($79 Starter, $149 Pro per month), payment is made through the regular Shopify bill, and the 7-day trial is managed by Shopify (Shopify charges automatically when it ends, unless the Customer removes the app before then). Changes and cancellation are then made in Shopify.
5. Term and cancellation
The agreement is entered into for an indefinite period on a monthly basis. Cancellation is possible per calendar month. After cancellation, the service remains active until the end of the current billing period.
The Customer may switch plans (via info@limedesk.ai, or for a subscription through Shopify, in Shopify itself):
- With an upgrade, the change takes effect immediately.
- With a downgrade, the change takes effect at the end of the current month.
- The number of users depends on the plan (Starter: 1, Pro: 3). Team members can be added or removed within that number.
6. Privacy and data processing
LimeDesk processes personal data in accordance with the General Data Protection Regulation (GDPR). See our privacy policy and the data processing agreement for more information.
7. Liability
LimeDesk is not liable for indirect damages, including loss of profit, missed savings or damage due to business interruption. Total liability is limited to the amount paid by the Customer in the 12 months preceding the event causing the damage.
8. Force majeure
In the event of force majeure, LimeDesk is not obliged to fulfil any obligation. Force majeure includes: internet outages, power failures, cyberattacks, and other circumstances beyond our control.
9. Intellectual property
All intellectual property rights to the software, algorithms and documentation remain with LimeDesk. The Customer receives a non-exclusive right of use for the duration of the agreement.
10. Changes
LimeDesk reserves the right to amend these terms. Changes will be announced at least 30 days in advance via email.
11. Applicable law
Dutch law applies to this agreement. Disputes will be submitted to the competent court in Amsterdam.
Questions? Contact us at info@limedesk.ai or via the contact page.