Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("merchant," "you," or "your") and Claro ("we," "us," or "our"). By accessing or using our AI-powered customer support platform and related services (the "Service"), you agree to be bound by these Terms.

If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms. If you do not agree, do not use the Service.

Claro is an AI-native customer support platform designed for e-commerce businesses. The Service provides:

• AI-powered classification, routing, and resolution of customer support conversations
• Integration with third-party commerce, helpdesk, communication, and shipping platforms
• Configurable automation policies, guardrails, and escalation rules
• Shadow mode for safe testing of AI responses before enabling autonomous operation
• Analytics and reporting on support performance

Claro offers three deployment modes:

• Standalone: Claro operates as your primary support platform
• AI Copilot: Claro integrates alongside your existing helpdesk to assist human agents
• Migration: gradual transition from an existing helpdesk to Claro as your primary platform

To use the Service, you must create an account and set up an organization. You agree to:

• Provide accurate and complete registration information
• Maintain the security of your account credentials
• Promptly notify us of any unauthorized access to your account
• Accept responsibility for all activity that occurs under your account

You may invite team members to your organization. You are responsible for ensuring that all users in your organization comply with these Terms.

Current pricing, plan features, and billing details are described on our Pricing page, which may be updated from time to time. By subscribing to a paid plan, you agree to pay the applicable fees as described there.

• Payments are processed through Stripe. You agree to Stripe's terms of service for payment processing
• Fees are billed based on AI-resolved conversations as described on the Pricing page
• We will provide at least 30 days' notice of pricing changes to existing customers
• Failure to pay may result in suspension or termination of your account

The Service uses artificial intelligence to process customer communications. You acknowledge and agree that:

• AI outputs may be inaccurate: AI-generated responses may contain errors, be incomplete, or be contextually inappropriate. You should review AI outputs, especially during initial deployment
• Shadow mode and human review: we strongly recommend using shadow mode and human review features before enabling fully autonomous operation
• Merchant responsibility: when you approve AI configurations, loosen guardrails, or enable autonomous mode, you accept responsibility for the AI actions that result from those settings
• Not professional advice: AI-generated responses do not constitute legal, medical, financial, or other professional advice. You should not configure Claro to provide such advice to your customers
• No guarantee of outcomes: while we strive for high accuracy and resolution rates, we do not guarantee specific performance metrics or outcomes from AI processing

This section constitutes the Data Processing Addendum ("DPA") between you (data controller) and Claro (data processor) with respect to end-customer personal data processed through the Service.

Roles and Responsibilities

• You are the data controller for your end-customers' personal data
• Claro processes this data solely on your documented instructions and as necessary to provide the Service
• Claro will not process end-customer data for any purpose other than fulfilling its obligations under these Terms

Processing Instructions

Your instructions to Claro are defined by your use of the Service, including your configuration of automations, integrations, and AI settings. These Terms, together with your account configuration, constitute your documented instructions for processing.

Sub-Processors

Claro uses third-party sub-processors as described in our Privacy Policy. We will provide notice of new sub-processors and give you the opportunity to object.

Security Obligations

Claro implements appropriate technical and organizational measures to protect personal data, including encryption at rest and in transit, multi-tenant isolation, and access controls as described on our Security page.

Data Breach Notification

In the event of a personal data breach affecting your data, Claro will notify you without undue delay and within 72 hours of becoming aware of the breach, providing sufficient detail for you to meet your own notification obligations.

Data Deletion

Upon termination of your account, Claro will delete or return all personal data processed on your behalf, subject to the data retention and export provisions in these Terms.

Audit Rights

You may request information reasonably necessary to demonstrate our compliance with data protection obligations. Claro will cooperate with reasonable audit requests, subject to confidentiality obligations and reasonable scheduling.

The Service integrates with various third-party platforms. You agree that:

• You are responsible for providing your own credentials and granting necessary OAuth scopes for each integration
• You must comply with the terms of service of each third-party platform you connect
• Claro is not responsible for the availability, accuracy, or conduct of third-party services
• Integration credentials are encrypted at rest using AES-256-GCM encryption

• Your data:you retain all rights to your data and your end-customers' data. Claro does not acquire ownership of merchant data by virtue of providing the Service
• Claro's property: Claro retains all rights to the platform, AI models, algorithms, and underlying technology. Aggregated, anonymized insights derived from platform usage may be used by Claro to improve the Service
• No training without consent:Claro will not use your data or your customers' data to train AI models without your explicit consent

You agree not to:

• Use the Service for any illegal purpose or in violation of applicable laws
• Submit or process content that is unlawful, harmful, threatening, abusive, or otherwise objectionable
• Attempt to circumvent AI guardrails, safety filters, or abuse detection mechanisms
• Reverse engineer, decompile, or disassemble any part of the Service
• Use the Service to build a competing product or service
• Exceed reasonable usage limits or engage in conduct that degrades the Service for other users
• Share account credentials or allow unauthorized third parties to access the Service

We may offer features designated as "beta," "preview," "early access," or similar labels. These features are provided as-is without warranty, may be unstable, and may be changed, suspended, or discontinued at any time without notice. Your use of beta features is at your own risk and we may collect additional usage data to improve them.

If your plan includes access to the Claro Public API, the following additional terms apply:

• API access is subject to rate limits as documented in our API documentation
• You may not redistribute API access or use the API to provide a competing service
• You may not use the API to scrape, crawl, or systematically extract data from the Service
• We reserve the right to modify API endpoints with reasonable notice
• API keys are confidential and must not be exposed in client-side code or public repositories

We use commercially reasonable efforts to maintain high availability of the Service. However, we do not guarantee any specific uptime percentage or service level at this time. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our reasonable control. We will endeavor to provide advance notice of planned maintenance.

To the maximum extent permitted by applicable law:

• The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement
• Claro's total aggregate liability for any claims arising out of or relating to these Terms or the Service shall not exceed the total fees paid by you to Claro in the 12 months preceding the claim
• In no event shall Claro be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities

Mutual indemnification:each party agrees to indemnify, defend, and hold harmless the other party from and against any third-party claims, damages, losses, and expenses (including reasonable attorneys' fees) arising out of:

• The indemnifying party's breach of these Terms
• The indemnifying party's violation of applicable law
• The indemnifying party's negligence or willful misconduct

Additionally, you agree to indemnify Claro from claims arising out of the content you process through the Service or your end-customers' use of AI-generated responses that you approved or configured.

In the event of a dispute arising out of or relating to these Terms:

1. Good-faith negotiation: the parties shall first attempt to resolve the dispute through good-faith negotiation for a period of 30 days
2. Binding arbitration: if negotiation fails, the dispute shall be resolved by binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall be conducted in English
3. Class action waiver: you agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action

Neither party shall be liable for any failure or delay in performing its obligations under these Terms due to causes beyond its reasonable control, including but not limited to natural disasters, acts of government, pandemic, war, terrorism, labor disputes, power failures, internet or telecommunications failures, and outages of third-party AI model providers or cloud infrastructure services.

• By either party:either party may terminate these Terms with 30 days' written notice
• For cause: either party may terminate immediately upon material breach by the other party that remains uncured for 15 days after written notice
• Data export: upon termination, you will have a 30-day window to export your data from the Service
• Data deletion: after the 30-day export window, Claro will delete your data from active systems within a commercially reasonable timeframe

Sections relating to limitation of liability, indemnification, dispute resolution, and data processing obligations shall survive termination.

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of laws provisions.

We may modify these Terms from time to time. We will provide at least 30 days' advance notice of material changes via email to the address associated with your account. Your continued use of the Service after the effective date of modified Terms constitutes acceptance. If you do not agree to modified Terms, you may terminate your account before the changes take effect.

For questions about these Terms, contact us at hello@useclaro.io.

These Terms are provided for informational purposes. We recommend that merchants consult their own legal counsel for guidance on compliance with applicable laws and regulations.