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Terms of Service

The agreement between you and Anchor AI — how the Service works, what you pay for it, what you own, and what each of us is responsible for. Written to be read, not to be survived.

Last updated 4 August 2026

1Agreement to these terms

These Terms of Service (the “Terms”) are a binding agreement between you and Anchor AI (“Anchor”, “we”, “us”) covering your use of the Anchor website, dashboard, chat widget, and APIs (together, the “Service”).

By creating an account or using the Service, you accept these Terms. If you are accepting them on behalf of a company, you confirm you have authority to bind that company, and “you” means that company.

Our Privacy Policy explains how we handle personal data and forms part of these Terms.

2The Service

Anchor is an AI customer support agent. You load the content you want it to answer from, approve it, and configure how it behaves. It then answers questions from that content, cites the source of each answer, and escalates to your team according to the rules you set.

The Service is provided as software-as-a-service. We host it, maintain it, and improve it over time. We may add, change, or remove features; where a change materially reduces core functionality you rely on, we will give you reasonable notice.

3Your account

  • You must provide accurate registration details and keep them current, and you must verify your email address.
  • You are responsible for everything that happens under your account, and for keeping your credentials confidential. Tell us promptly at info@anchorai.chat if you suspect unauthorised access.
  • You must be at least 18 and legally able to enter a contract. The Service is for business use.
  • Workspace administrators control team membership, roles, and access. If you join a workspace created by someone else, that workspace’s owner controls its data and can remove your access.
  • You may not share a single seat between people, or resell access to the Service, without our written agreement.

4Plans, credits, and payment

Anchor is self-serve. New accounts start on a free trial, and continuing past it is paid. Pricing is shown on our pricing page and in your dashboard before you commit to anything.

  • Free trial. New accounts start on a free trial: 30 days, 300 credits, and one seat, with no payment method required. During the trial you can use the Service in full, but you cannot invite teammates or make purchases until you subscribe to a plan. When the trial ends or its credits are used up, agent replies stop and your data and configuration are untouched; subscribing to a plan resumes the Service.
  • Plans and credits. Each plan includes an allowance of credits that refreshes at the start of each billing period. Using the Service consumes credits. Unused credits from a period do not carry over unless your plan says otherwise.
  • Top-ups. You can buy additional credits at any time at the rate shown at purchase. Top-up credits are added to your balance immediately.
  • Running out. If your balance reaches zero, agent replies stop until the next period refreshes your allowance or you buy a top-up. Your data and configuration are untouched.
  • Renewal. Subscriptions renew automatically at the end of each billing period until cancelled. You authorise us to charge your payment method on each renewal.
  • Cancellation. You can cancel from your billing settings at any time. Cancellation takes effect at the end of the current period — you keep access until then, and you are not charged again.
  • Payment processing. Payments are handled by our payment processor. Their terms govern the payment transaction itself, and we do not store your card details.
  • Failed payments. If a charge fails, we may retry it and may suspend the Service until payment succeeds.
  • Refunds. Fees are non-refundable except where the law requires otherwise. Cancelling mid-period does not entitle you to a partial refund. If you think you have been billed in error, write to us and we will look into it.
  • Price changes. We may change prices with at least 30 days’ notice before they apply to your next renewal.
  • Taxes. Prices exclude taxes unless stated. You are responsible for any taxes due on your purchase other than taxes on our income.

5Your content

“Your Content” means everything you or your end users put into the Service: knowledge sources, documents, configuration, conversations, contacts, and tickets.

  • You own it. These Terms transfer no ownership of Your Content to us.
  • You grant us a licence to run the Service. You give us a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, index, and process Your Content strictly to provide, secure, and support the Service. That licence ends when you delete the content or close your account.
  • We do not train shared models on it. As set out in our Privacy Policy, Your Content is not used to train general-purpose or shared models, and it is never used to answer another customer’s questions.
  • You warrant you have the rights. You confirm you own Your Content or have permission to use it, and that our processing of it in line with these Terms will not infringe anyone’s rights or breach any law.
  • Export and deletion. You can delete Your Content at any time from the dashboard, and you can ask us to purge it from our systems. Retention after deletion is described in the Privacy Policy.

6Data protection and your end users

When you deploy the Anchor widget, people talk to it on your site, about your business. For the personal data in those conversations, you are the data controller and Anchor is your processor. We process it on your documented instructions.

That split gives you specific obligations. You must:

  • have a lawful basis for collecting the personal data you route through Anchor, and give your end users the notice their law requires — including telling them an AI agent is answering;
  • obtain any consent required in your jurisdiction before deploying the widget or enabling optional data collection;
  • handle your end users’ access and deletion requests as the controller, and not instruct us to do anything that would breach data protection law; and
  • avoid putting special-category data — health, biometric, financial account credentials, or similar — into knowledge sources, unless you have taken your own advice on doing so.

We will assist you with end-user requests, breach notification, and impact assessments as your processor. If you require a separate data processing agreement, write to info@anchorai.chat.

7Acceptable use

You may not use the Service to:

  • break the law, or infringe anyone’s intellectual property or privacy rights;
  • upload malware, or attempt to breach, probe, or disrupt the Service, our infrastructure, or another customer’s workspace;
  • circumvent credit limits, rate limits, or access controls, or use automated means to scrape the Service;
  • reverse-engineer the Service, or use it to build a competing product, or benchmark it for publication without our written consent;
  • send spam, or deploy the widget to deceive people about who they are dealing with or to impersonate another business;
  • generate content that is unlawful, harassing, hateful, or sexually exploitative, or that promotes self-harm or violence; or
  • present the agent’s output as regulated professional advice — medical, legal, or financial — without the qualified human review your regulator requires.

You are responsible for your end users’ conduct in conversations you host through the Service.

8AI output — what we do and do not promise

Anchor is designed to answer from the sources you approve and to cite them, and it is built to hand off rather than guess. That design reduces the risk of a wrong answer. It does not eliminate it.

  • Output can be wrong. Language models can misread a source, miss context, or produce a confident answer that is incorrect. You should not treat the agent’s output as verified fact.
  • Output is only as good as your sources. If your knowledge base is out of date or contradictory, the agent will faithfully repeat the problem. Keeping sources current is your responsibility.
  • You are responsible for what your agent says. Output published to your customers under your brand is your communication. Review your configuration, test it, and set escalation rules for anything consequential.
  • Output is not advice. Nothing the agent produces is legal, medical, financial, or other professional advice from Anchor.
  • Similar output for others. Given similar sources and questions, the Service may generate similar output for other customers. We claim no ownership of output, but we cannot guarantee it is unique.

9Our intellectual property

The Service — its software, design, documentation, and the Anchor name and marks — belongs to us and our licensors. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription, and nothing more.

If you send us feedback or suggestions, we may use them to improve the Service without obligation or payment to you. We may identify you as a customer using your name and logo, unless you tell us not to at info@anchorai.chat.

10Availability and support

We work to keep the Service available and to fix problems promptly, but we do not offer a guaranteed uptime commitment under these Terms unless we have signed a separate agreement with you that says so.

We may take the Service down for maintenance. Where planned downtime is likely to affect you, we will give notice where reasonably practicable, and we will schedule it to minimise disruption.

Support is provided by email at info@anchorai.chat during business hours.

11Suspension and termination

You may cancel your subscription or close your account at any time from your dashboard.

We may suspend or terminate your access if you materially breach these Terms, if your payment fails and stays unresolved, if your use threatens the security or stability of the Service, or if we are required to by law. Except where the breach is serious or urgent, we will give you notice and a reasonable chance to fix it first.

On termination, your right to use the Service ends. You can export Your Content before you close your account; afterwards we delete or anonymise it as described in the Privacy Policy. Terms that by their nature should survive — content ownership, disclaimers, liability limits, indemnity, and governing law — do.

12Disclaimers

To the fullest extent the law allows, the Service is provided “as is” and “as available”, and we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure against every threat, or that the agent’s output will be accurate or complete. Some jurisdictions do not allow these exclusions, in which case they apply to you only as far as the law permits.

13Limitation of liability

To the fullest extent the law allows:

  • neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, goodwill, or data, however caused; and
  • our total aggregate liability arising out of or relating to these Terms is limited to the amount you paid us for the Service in the 12 months before the event giving rise to the claim.

Nothing in these Terms excludes liability that cannot lawfully be excluded — including liability for fraud, or for death or personal injury caused by negligence.

14Indemnity

You will defend and indemnify Anchor against third-party claims, and reasonable costs and damages arising from them, that result from Your Content, from your use of the Service in breach of these Terms or the law, or from your failure to meet your obligations as a data controller. We will notify you promptly of any such claim and let you control the defence, provided any settlement that imposes an obligation on us has our consent.

15Changes to these terms

We may update these Terms as the Service and the law evolve. The date at the top of the page always reflects the current version. For material changes we will give you at least 30 days’ notice by email or in the dashboard, and continuing to use the Service after they take effect means you accept them. If you do not accept a change, cancel before it takes effect.

16Governing law and disputes

These Terms are governed by the laws of the Republic of Ghana, without regard to conflict of law rules. The courts of Ghana have exclusive jurisdiction over any dispute arising out of or relating to them.

Before starting proceedings, please write to info@anchorai.chat and give us 30 days to resolve the matter with you. Most disputes are a misunderstanding that a conversation fixes faster than a court will.

17General

  • Entire agreement. These Terms and the Privacy Policy are the whole agreement between us about the Service, and replace any earlier understanding.
  • Severability. If a provision is held unenforceable, the rest stays in force.
  • No waiver. Not enforcing a right immediately does not waive it.
  • Assignment. You may not assign these Terms without our consent. We may assign them to an affiliate or in connection with a merger or sale of assets.
  • Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
  • No third-party rights. Nobody other than you and us can enforce these Terms.
  • Contact. Questions about these Terms go to info@anchorai.chat.