Terms of Service

These terms are an agreement between you and TruSend — the trading name of Vlas Dmitrenko PR TruSend, Sole proprietorship (preduzetnik) registered in the Republic of Serbia under registration number 68677424, PIB 115837343, with its seat at Bulevar Vudroa Vilsona 8v, Beograd(“TruSend”, “we”, “us”); full identification is on the company details page. They govern your use of TruSend — the website at trusend.ai and the customer-support platform at portal.chatly.tech. By creating a workspace you agree to them. Questions: support@trusend.ai.

The service

TruSend provides AI-native customer support: a shared inbox across connected channels, an AI agent that resolves conversations, a copilot for your team, analytics and an embeddable chat widget. We ship improvements continuously; features may evolve, but we will not remove a capability your plan depends on without notice.

Who we sell to

TruSend is a business tool, offered and sold only to businesses, professionals and other organisations acting in the course of a trade, craft or profession — including sole traders buying for their own business. We do not offer it to consumers, and you confirm when you create a workspace that you are not buying as one. Where consumer protection law nonetheless applies to you and cannot be contracted out of, it prevails over anything in these terms that conflicts with it, and refund requests go to Paddle as merchant of record, or to us and we pass them on.

Accounts

You are responsible for your workspace, the accuracy of your account information, and the actions of seats you invite. Keep credentials confidential and tell us immediately about unauthorized use.

Plans, resolves and billing

• Plans are billed monthly or annually through Paddle.com Market Ltd, our merchant of record. Paddle is the seller and reseller of record for every subscription: it concludes the sale, issues the invoice, and collects and remits any VAT or sales tax that applies where you are. Paddle’s own terms govern the payment transaction. Current prices, included resolves, seats and overage rates are published on the pricing page, exclusive of tax.
• A resolve is a customer conversation the AI handles end-to-end without a human. Conversations handed to your team are not resolves and are not billed.
• Overage past your included allowance bills at your plan’s published rate. You can set a hard cap to stop AI resolution instead of incurring overage.
• Fair-use on AI conversations is ratio-based, with the formula published on the pricing page: only conversations exceeding approximately 3.3× the resolves the AI actually delivers in the billing period bill at the published per-conversation rate. The AI keeps answering regardless. In practice this applies only at an unusually low AI Handle Rate — typically an under-fed knowledge base — and the dashboard alerts you before any charge begins.
• Upgrades apply immediately; downgrades and cancellations take effect at the end of the current billing period. Fees already paid are non-refundable except where the law says otherwise.

Acceptable use

Don’t use TruSend to send spam, harass people, distribute malware, infringe others’ rights, or violate applicable law — including the messaging rules of the channels you connect (Email, Telegram, WhatsApp, Meta). We may suspend workspaces that put the platform or other customers at risk, and we will tell you why.

Your data

Your conversations, contacts and knowledge base are yours. You can export them at any time. Our handling of personal data is described in the Privacy Policy.

AI output

AI answers are grounded in your knowledge base and traceable, but no AI is infallible. You are responsible for the configuration of your agent — including guardrails, hand-off thresholds and the content it answers from. Where accuracy is critical, keep a human in the loop.

Warranty and liability

TruSend is provided “as is”. To the maximum extent permitted by law, our aggregate liability under these terms is limited to the amounts you paid us in the twelve months before the claim. Neither party is liable for indirect or consequential damages.

Termination

You can stop using TruSend and delete your workspace at any time. We may terminate for material breach if it isn’t cured within 14 days of notice. After deletion, your data is purged as described in the Privacy Policy.

Governing law

These terms are governed by the laws of the Republic of Serbia, without regard to its conflict-of-laws rules. The competent courts of Belgrade, Serbia have exclusive jurisdiction over any dispute arising from them — without prejudice to any mandatory consumer-protection rights you have under the law of your country of residence.

Language

These terms, the Privacy Policy and the Cookie Policy are made in English. Any translation is provided for convenience only; if it differs from the English text, the English text governs.

Changes to these terms

If we change these terms materially, we will email workspace owners at least 14 days before the change applies. Continued use after that date means acceptance.