Terms and policies

Vurp provides software that helps businesses communicate with customers through livechat, messaging, shared inboxes, help content, workflows, reporting, integrations, and related tools.

We may modify, improve, replace, or discontinue features from time to time. We will not materially reduce the core functionality of a paid service during a subscription term without reasonable notice, unless a change is needed for security, legal compliance, or protection of the service.

The services may include links, integrations, or functionality provided by third parties. Those services may be subject to separate terms, and their availability may depend on the third party.

You must provide accurate information when creating an account and keep that information up to date. You are responsible for protecting account credentials, access tokens, and other authentication details.

You are responsible for activity performed through your account and for ensuring that people you authorise use the services in accordance with these terms. Do not share accounts in a way that defeats seat limits, access controls, or security protections.

Tell us promptly if you believe an account or credential has been compromised. We may suspend access while we investigate a security concern, suspected misuse, or violation of these terms.

You retain your rights in Customer Data. You give Vurp the limited rights needed to host, copy, transmit, display, index, analyse, and otherwise process Customer Data to provide, secure, maintain, and improve the services as described in the applicable order, documentation, or data processing agreement.

You are responsible for Customer Data, including its accuracy, legality, quality, permissions, notices, and the way it is collected through your livechat or messaging implementation. You must not use the services to collect information without an appropriate legal basis or notice.

You must not place sensitive information in a Vurp workspace unless the service and your agreement are designed to support that information. You are responsible for configuring retention, access, integrations, automation, and AI-assisted features to match your obligations.

Vurp may process technical and usage data about the services to operate, secure, troubleshoot, measure, and improve them. Our Privacy Policy explains how we handle personal information.

You may use the services only for lawful business purposes and in compliance with applicable laws, regulations, and industry rules.

You must not use the services to send spam or unlawful messages, impersonate another person, harass or abuse people, distribute malware, infringe intellectual property, process data without authorisation, bypass access controls, probe or attack systems, interfere with service operation, or build a competing service from the services or documentation.

You must not use automated access, scraping, or high-volume activity that places unreasonable load on the services or circumvents published limits. We may investigate suspected misuse and take action when needed to protect users, customers, or the service.

The services may connect to third-party applications at your direction. You authorise Vurp to exchange the information required for the connection and are responsible for selecting the data, permissions, and users that the integration can access.

Third-party services are controlled by their providers. Vurp does not control their availability, security, or data practices. If an integration stops working or changes its terms, a related Vurp feature may also be affected.

Vurp may provide features that use machine learning or generative AI to classify, summarise, search, draft, recommend, or automate actions in a workspace.

AI output is a suggestion, not a guarantee. You must review output before sending a customer-facing response or taking an action that may affect a person, account, payment, access decision, or other important outcome.

You are responsible for enabling AI features only where appropriate, providing required notices, reviewing permissions, and ensuring that your use of AI features complies with applicable law and your agreements with users.

You agree to pay the fees shown in an applicable order, plan, or checkout flow. Unless an order states otherwise, fees are based on the subscription, seats, usage, or other billing measure described for the service.

Fees are generally non-refundable except where required by law or expressly stated in an order. You are responsible for providing current billing information and for applicable taxes, duties, bank charges, or similar amounts, excluding taxes based on Vurp's net income.

We may suspend paid services for overdue amounts after providing reasonable notice. If payment issues are not resolved, we may terminate the affected subscription and continue to pursue amounts that remain due.

Vurp and its licensors own the services, software, documentation, designs, trademarks, and other materials provided by Vurp. These terms grant you a limited, non-exclusive, non-transferable right to use the services during the applicable subscription term for your internal business purposes.

You may not copy, resell, sublicense, modify, reverse engineer, decompile, disassemble, or create derivative works from the services except where applicable law gives you a right that cannot be waived.

You give Vurp permission to use feedback you provide to improve the services without restriction or payment, provided that we do not identify you as the source without permission.

Each party may receive non-public information from the other party. The receiving party will use reasonable care to protect confidential information and will use it only to perform or receive the services.

Confidential information does not include information that is public without breach, already known without a duty of confidentiality, independently developed, or lawfully received from another source. A party may disclose confidential information when required by law after giving notice where legally permitted.

Vurp maintains security practices designed to protect the services and Customer Data. You are responsible for account security, user permissions, endpoint security, and the configuration of your workspace and integrations.

The services may be unavailable for maintenance, upgrades, emergencies, third-party failures, or events outside our reasonable control. Any service level commitment applies only if included in a written order or separate service level agreement.

Each party represents that it has the authority to enter into these terms. Vurp will provide the services in a professional manner consistent with the applicable documentation.

Except for express commitments in a written order, the services are provided on an as available basis. To the extent permitted by law, Vurp disclaims implied warranties including merchantability, fitness for a particular purpose, title, non-infringement, and uninterrupted or error-free operation. Vurp does not warrant that AI output, content suggestions, or automated actions will be complete, accurate, or suitable for every situation.

To the extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, goodwill, data, or business opportunities arising from the agreement.

To the extent permitted by law, each party's total liability arising from the services will not exceed the fees paid or payable for the service giving rise to the claim during the period stated in the applicable order, subject to any different limit agreed in writing.

Nothing in these terms excludes or limits liability that cannot legally be excluded or limited, including liability for fraud, wilful misconduct, or a party's indemnification obligations where applicable law does not permit limitation.

You will defend and indemnify Vurp against third-party claims arising from Customer Data, your use of the services in violation of these terms, your products or services, or your breach of applicable law.

Vurp will defend and indemnify you against a third-party claim that the paid services, as provided by Vurp and used as permitted, infringe that party's intellectual property rights. This obligation does not apply to claims arising from Customer Data, modifications, combinations not provided by Vurp, or continued use after notice of an infringement concern.

The party seeking indemnification must promptly notify the other party, provide reasonable cooperation, and allow the indemnifying party to control the defence and settlement. A settlement cannot impose an admission, payment, or continuing obligation on the protected party without its consent.

You may stop using a service or end a subscription according to the cancellation terms in your order or plan. We may suspend access if needed to prevent security harm, address unlawful activity, protect the service, or comply with law.

We may terminate an agreement for a material breach that is not cured within a reasonable notice period, or immediately where a breach cannot be cured, payment remains overdue, or continued access would create a legal or security risk.

After termination, your right to use the services ends. We may delete Customer Data according to the applicable order and our normal deletion processes. Terms that by their nature should survive termination will continue to apply.

Neither party may assign the agreement except to an affiliate or successor in connection with a merger, reorganisation, or sale of substantially all assets, provided the assignee agrees to the agreement.

These terms and the applicable order are the entire agreement about the services and replace prior discussions about the same subject. If a conflict exists, the order controls for commercial terms and the data processing agreement controls for data protection terms.

A waiver must be written and applies only to the specific instance. If a provision is unenforceable, it will be modified to the minimum extent needed and the rest of the agreement will remain effective. Neither party is responsible for delay caused by events beyond reasonable control.

The governing law, venue, dispute process, notice requirements, and any other terms specific to your subscription are stated in the applicable order or agreement. If those terms are not stated, the parties should complete them before relying on this page as a final contract.

For questions about these terms, contact Vurp through the support channel available in your account or the contact method published on the Vurp website.

We may update these terms when the services or legal requirements change. For material changes to an active paid subscription, we will take reasonable steps to provide notice. Your continued use after the effective date means that the updated terms apply to future use, subject to any rights you have under an applicable order.