Legal

Terms of Service

Last updated: March 2026

These Terms of Service ("Terms") govern your access to and use of the Expe AI platform, website, and related services (collectively, the "Service") operated by Expe AI, Inc. ("Expe AI," "we," "us," or "our"). By creating an account or using 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.

1. Description of Service

Expe AI is an AI-powered feedback collection and conversation tracking platform. The Service enables organizations to:

  • Receive and manage feedback via WhatsApp (text, voice notes, images)
  • Automatically analyze messages using artificial intelligence (categorization, sentiment analysis, transcription, summarization)
  • Track contacts and conversation histories
  • Generate dashboards with trends, topic clusters, and geographic insights
  • Manage team members with role-based access control

2. Account Registration

2.1 Eligibility

You must be at least 16 years old and capable of forming a binding legal agreement to use the Service. If you are using the Service on behalf of an organization, you must have the authority to accept these Terms on its behalf.

2.2 Account Security

You are responsible for:

  • Providing accurate and complete registration information
  • Maintaining the confidentiality of your login credentials
  • Enabling two-factor authentication when available (recommended)
  • All activity that occurs under your account
  • Notifying us immediately of any unauthorized use of your account

We reserve the right to suspend or terminate accounts that provide false information or violate these Terms.

3. Organizations and Multi-Tenant Access

3.1 Organization Roles

The Service supports three organization roles with different permission levels:

  • Owner: full administrative access, billing management, and the ability to delete the organization
  • Admin: can manage members, settings, and all organizational data
  • Member: can view and interact with organizational data as permitted by their role

3.2 Organization Responsibilities

Organization owners and administrators are responsible for:

  • Managing who has access to organizational data
  • Ensuring their use of the Service complies with applicable laws, including data protection regulations
  • Informing their end users (WhatsApp contacts) about data collection and processing practices
  • Configuring appropriate data retention settings
  • Obtaining necessary consent from end users for data processing through WhatsApp

3.3 Data Controllership

When your organization uses Expe AI to process feedback from end users, your organization acts as the data controller and Expe AI acts as the data processor. Your organization determines the purposes and lawful basis for processing end-user data.

4. Acceptable Use

4.1 You Agree To

  • Use the Service in compliance with all applicable laws and regulations
  • Comply with WhatsApp's Business Policy and Terms of Service
  • Respect the privacy and rights of individuals whose data is processed through the Service
  • Use AI-generated insights responsibly and with appropriate human oversight

4.2 You Agree Not To

  • Use the Service to send spam, unsolicited messages, or bulk marketing via WhatsApp
  • Process data of individuals without an appropriate legal basis
  • Attempt to reverse-engineer, decompile, or extract source code from the Service
  • Circumvent or disable security features, access controls, or usage limits
  • Use the Service to collect sensitive personal data (health, biometric, genetic, racial, political, religious, sexual orientation data) without explicit consent and appropriate safeguards
  • Share account credentials or allow unauthorized persons to access your account
  • Interfere with, disrupt, or place an unreasonable burden on the Service infrastructure
  • Use the Service for any purpose that violates applicable export control or sanctions laws
  • Resell, sublicense, or redistribute the Service without our written permission
  • Use automated tools (bots, scrapers) to access the Service except through our official API

5. Subscription Plans and Billing

5.1 Plans and Pricing

The Service is offered under subscription plans as described on our pricing page. Plans may include:

  • Per-seat pricing for organization members
  • Usage-based pricing for AI processing and WhatsApp messages
  • Feature tiers with different capabilities

We reserve the right to modify pricing with 30 days' advance notice. Price changes do not affect the current billing cycle.

5.2 Payment

  • Payments are processed by Stripe. By providing payment information, you agree to Stripe's terms of service.
  • Subscriptions are billed in advance on a recurring basis (monthly or annually, depending on your selected plan).
  • You authorize us to charge your payment method for all fees associated with your subscription.
  • All fees are stated in US Dollars unless otherwise indicated.

5.3 Free Trials

If we offer a free trial, you may use the Service at no cost during the trial period. At the end of the trial, your subscription will automatically convert to a paid plan unless you cancel before the trial expires.

5.4 Refunds

Subscription fees are generally non-refundable. However:

  • If you cancel within 14 days of your initial subscription (not trial conversion), you may request a full refund
  • We may offer prorated credits at our discretion for service outages exceeding our SLA commitments
  • Refund requests should be directed to billing@expe.city

5.5 Cancellation

You may cancel your subscription at any time through your account settings. Upon cancellation:

  • You retain access to the Service until the end of your current billing period
  • Your data will be retained for 30 days after the billing period ends, after which it may be deleted
  • You may export your data before cancellation

6. AI-Generated Content

6.1 Nature of AI Output

The Service uses artificial intelligence to process and analyze messages. You acknowledge that:

  • AI-generated outputs (categorizations, sentiment scores, summaries, transcriptions, topic clusters) are automated and may contain errors or inaccuracies
  • AI analysis is provided as a tool to assist human decision-making, not as a substitute for it
  • We do not guarantee the accuracy, completeness, or reliability of AI-generated content
  • AI models may be updated or changed, which could affect output consistency

6.2 Responsibility for AI Outputs

You are solely responsible for:

  • Reviewing AI-generated content before relying on it for decisions
  • Verifying the accuracy of transcriptions and translations
  • Ensuring AI-generated insights are used appropriately and ethically
  • Any actions taken based on AI-generated analysis

6.3 AI Processing Limitations

  • Voice transcription accuracy may vary based on audio quality, language, accent, and background noise
  • Image analysis may not capture all relevant details or may misinterpret visual content
  • Sentiment analysis reflects statistical patterns and may not accurately represent the sender's intent
  • Categorization relies on predefined models and may not align perfectly with your organization's taxonomy

7. Intellectual Property

7.1 Our Intellectual Property

The Service, including its software, design, features, documentation, and branding, is owned by Expe AI and protected by intellectual property laws. Your subscription grants you a limited, non-exclusive, non-transferable license to use the Service during your subscription term.

7.2 Your Data

You retain all ownership rights to data you input into the Service and data collected on your behalf through WhatsApp. By using the Service, you grant us a limited license to process your data solely to provide and improve the Service.

7.3 AI-Generated Analysis

AI-generated outputs (summaries, categorizations, sentiment scores) derived from your data belong to you. We do not claim ownership of analysis results generated from your data.

7.4 Feedback

If you provide suggestions, ideas, or feedback about the Service, you grant us a non-exclusive, royalty-free, worldwide license to use that feedback to improve the Service without any obligation to you.

8. WhatsApp Integration

8.1 WhatsApp Business Compliance

Your use of the WhatsApp integration must comply with:

  • WhatsApp Business Policy
  • WhatsApp Commerce Policy
  • Meta Platform Terms
  • Applicable messaging laws and regulations in your jurisdiction

8.2 Message Handling

  • We receive messages through the WhatsApp Cloud API provided by Meta
  • Message delivery depends on WhatsApp's infrastructure and is subject to their service availability
  • We are not responsible for message delivery failures caused by WhatsApp platform issues
  • WhatsApp may update their API, policies, or terms, which could affect Service functionality

8.3 End-User Consent

Organizations are responsible for ensuring they have an appropriate legal basis to receive and process messages from end users via WhatsApp, including informing end users that messages may be processed by AI.

9. Data Processing Agreement

For organizations subject to GDPR or similar data protection regulations, our standard Data Processing Agreement (DPA) applies. The DPA covers:

  • Our obligations as a data processor
  • Technical and organizational security measures
  • Sub-processor management and notification
  • Data breach notification procedures
  • Data deletion and return upon termination
  • Audit and compliance cooperation

To request a copy of our DPA, contact legal@expe.city.

10. Service Availability and Support

10.1 Availability

We aim to maintain high availability of the Service but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to:

  • Scheduled maintenance (we will provide advance notice when possible)
  • Emergency maintenance for security or stability issues
  • Circumstances beyond our reasonable control (force majeure)

10.2 Support

Support is provided based on your subscription plan. We will make commercially reasonable efforts to respond to support requests within the timeframes specified in your plan.

11. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT:

  • The Service will meet your specific requirements
  • The Service will be uninterrupted, timely, secure, or error-free
  • AI-generated outputs will be accurate or reliable
  • Any errors in the Service will be corrected

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

  • Our total aggregate liability arising from or related to these Terms or the Service shall not exceed the amount you paid to us in the twelve (12) months preceding the claim.
  • We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, business opportunities, or goodwill.
  • We shall not be liable for any damages arising from your reliance on AI-generated content or analysis.

These limitations apply regardless of the legal theory (contract, tort, strict liability, or otherwise) and even if we have been advised of the possibility of such damages.

13. Indemnification

You agree to indemnify, defend, and hold harmless Expe AI, Inc., its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Your organization's data processing activities
  • Any disputes between your organization and its end users regarding data collected through the Service

14. Termination

14.1 By You

You may terminate your account at any time by canceling your subscription and requesting account deletion through the platform or by contacting support.

14.2 By Us

We may suspend or terminate your access to the Service:

  • Immediately, if you materially breach these Terms
  • Immediately, if required by law or to prevent harm to other users
  • With 30 days' notice, for any other reason

14.3 Effect of Termination

Upon termination:

  • Your right to access the Service ceases immediately (or at the end of the billing period for voluntary cancellation)
  • We will retain your data for 30 days to allow data export, after which it may be permanently deleted
  • Sections of these Terms that should survive termination (intellectual property, limitation of liability, indemnification, governing law) remain in effect

15. Changes to These Terms

We may modify these Terms from time to time. When we make material changes:

  • We will update the "Last updated" date
  • We will notify you via email at least 30 days before the changes take effect
  • We will display a notice on the platform

If you disagree with the updated Terms, you may cancel your subscription before the changes take effect. Continued use of the Service after changes take effect constitutes acceptance.

16. Governing Law and Dispute Resolution

16.1 Governing Law

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law principles.

16.2 Dispute Resolution

Any disputes arising from these Terms or the Service shall first be addressed through good-faith negotiation. If negotiation fails within 30 days, disputes shall be resolved through binding arbitration administered by JAMS under its Streamlined Arbitration Rules, conducted in Newark, Delaware.

16.3 Class Action Waiver

You agree to resolve disputes individually and waive any right to participate in class action lawsuits or class-wide arbitration.

16.4 Exceptions

Nothing in this section prevents either party from seeking injunctive or equitable relief in court for intellectual property disputes or to prevent imminent harm.

17. General Provisions

  • Entire Agreement: these Terms, together with our Privacy Policy and any applicable DPA, constitute the entire agreement between you and Expe AI
  • Severability: if any provision is found unenforceable, the remaining provisions remain in full effect
  • Waiver: failure to enforce any right does not constitute a waiver of that right
  • Assignment: you may not assign these Terms without our consent; we may assign them in connection with a merger or acquisition
  • Force Majeure: we are not liable for failures caused by circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, or third-party service outages
  • Notices: we may send notices to the email address associated with your account; you may send legal notices to legal@expe.city

18. Contact Us

If you have questions about these Terms, contact us at:

Email: contact@expe.ai