1. Introduction and Acceptance of Terms

Welcome to Bookbag ("Bookbag," "we," "us," or "our"). These Terms of Service ("Terms") govern your access to and use of the Bookbag platform, website at bookbag.ai, the chat widget and other channel integrations, our APIs and SDK, and all related services (collectively, the "Services"). By creating an account, accessing, or using any part of the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are using the Services on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms, and references to "you" and "your" refer to both you individually and the organization.

These Terms are written for the merchant or business that operates a Bookbag agent. If you are a shopper who chatted with an agent on a merchant's website or through a messaging channel, your relationship is with that merchant; see Section 6 and our Privacy Policy for how conversation data is handled and where to send privacy requests.

If you do not agree with any part of these Terms, you must not access or use the Services. These Terms are effective as of 21 July 2026.

2. Description of Services

Bookbag provides an AI customer support platform built for Shopify and ecommerce. Merchants use Bookbag to run an AI agent that answers customer questions, looks up and tracks orders, processes returns, exchanges and refunds within the rules the merchant sets, recommends products, and hands a conversation to a human with full context when it should. The Services include, but are not limited to:

The Bookbag platform, including the web dashboard where you build, train, and configure your agent
The website chat widget, plus email, WhatsApp, Instagram, Facebook Messenger and Slack channels, and — on plans that include it — voice
Store and system integrations, including Shopify, WooCommerce and BigCommerce, and our API and SDK for connecting your own systems
Actions the agent takes on your behalf within the rules and limits you configure, such as order tracking, returns, exchanges, refunds, and subscription or account changes
The help desk and shared inbox, including human handoff with full conversation context
Analytics and reporting on resolution rate, CSAT, and revenue influenced
Related documentation, support resources, and ancillary tools

The agent acts on your configuration. You decide what your agent is allowed to do, what knowledge it answers from, which channels it runs on, and what limits apply to actions such as refunds. Replies and actions are produced by AI models and may be inaccurate or incomplete; see Section 9.

We may update, modify, or discontinue features of the Services from time to time. We will make reasonable efforts to notify you of material changes that affect your use of the platform.

3. Account Registration and Security

To access the Services, you must register for an account and provide accurate, current, and complete information during the registration process. You agree to update your account information promptly to keep it accurate and complete at all times.

You are solely responsible for maintaining the confidentiality of your account credentials, including your password and any API keys associated with your account. You are responsible for all activities that occur under your account, whether or not you have authorized them. You agree to notify Bookbag immediately at legal@bookbag.ai if you become aware of any unauthorized access to or use of your account, or any other breach of security.

Bookbag will not be liable for any loss or damage arising from your failure to maintain the security of your account credentials. We reserve the right to suspend or terminate accounts that we reasonably believe have been compromised.

4. Acceptable Use

You agree to use the Services only for lawful purposes and in accordance with these Terms. When using the Services, you agree that you will:

Use the Services only for lawful purposes and in compliance with all applicable local, state, national, and international laws and regulations
Not upload, submit, or transmit any content — including knowledge sources, uploaded documents, store data, or outbound messages — that infringes upon or violates the intellectual property rights, privacy rights, or any other rights of any third party
Not attempt to gain unauthorized access to any portion of the Services, other accounts, computer systems, or networks connected to the Services, whether through hacking, password mining, or any other means
Not attempt to circumvent, disable, or otherwise interfere with any security-related features of the Services, including features that prevent or restrict use or copying of content
Not use the platform to process or store data that you do not have the legal right to process, including customer records, order data, or conversation content collected without proper consent or subject to restrictions that prohibit such processing
Not use the Services to develop competing products or services, or for benchmarking purposes without prior written consent
Comply with all applicable data protection regulations, including but not limited to the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and any other relevant privacy laws applicable to the data you submit or that your agent collects from your customers

Violation of these acceptable use provisions may result in immediate suspension or termination of your access to the Services.

5. Intellectual Property

Platform Ownership.Bookbag and its licensors own all right, title, and interest in and to the Services, including the platform technology, software, algorithms, user interfaces, designs, trademarks, service marks, and all other proprietary content and materials ("Bookbag IP"). These Terms do not grant you any right, title, or interest in the Bookbag IP except for the limited right to use the Services as described herein.

Your Content.You retain all ownership rights in the content, data, and materials that you upload, submit, connect, or otherwise make available through the Services ("Your Content"). Your Content includes the knowledge sources you train your agent on — help center articles, website pages, uploaded documents, and answers you write — the instructions and rules you configure for your agent, and the store records the Services retrieve from systems you connect, such as orders, shipping and tracking details, returns and exchanges, subscriptions, products, and the customer details attached to those records. Bookbag does not claim ownership of Your Content.

License to Process. By submitting Your Content to the Services, you grant Bookbag a limited, non-exclusive, worldwide license to access, use, process, and display Your Content solely for the purpose of providing and improving the Services to you. This license terminates when you delete Your Content from the platform or upon termination of your account, subject to reasonable backup and archival periods.

Agent Output.The replies your agent generates, conversation transcripts and tickets, the leads your agent captures, and the analytics and reports produced through your use of the Services ("Agent Output") belong to you. You may export, use, and incorporate Agent Output for any lawful purpose, including improving your own support operations and systems.

6. Data Processing and Privacy

Our collection, use, and handling of personal data and other information is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Services, you acknowledge that you have reviewed and agree to our Privacy Policy.

Two different roles. Consistent with our Privacy Policy, Bookbag acts as a controller for its own relationship with you — account registration, billing, support correspondence, and the forms you submit on bookbag.ai. For the conversations that take place between your customers and your agent, Bookbag acts as a processor (service provider) and processes that data on your instructions in order to run the Services. Those conversations are yours. You decide what your agent does, which channels it runs on, whether it collects leads, whether voice is enabled, and how long you keep your records. We do not use your conversation data for our own purposes.

What the Services transmit. Generating a reply requires sending the relevant conversation content to the AI model provider that produces it. Where you enable voice, the visitor's browser opens a realtime connection directly to OpenAI using a short-lived session credential issued by Bookbag, and that audio does not pass through Bookbag on its way to OpenAI. Where you connect a store or a messaging channel, data moves between Bookbag and that system so your agent can read the records it needs and deliver messages where your customers are. Section 5 of our Privacy Policy describes these flows in full, and our Privacy, cookies & compliance documentation lists every browser storage key the chat widget writes so you can declare Bookbag accurately in your own privacy notice and consent manager.

For customers operating in regulated industries, including but not limited to financial services, healthcare, and insurance, Bookbag provides tools and workflows designed to support your compliance efforts. Enterprise workspaces may enable HIPAA / Zero Data Retention, under which conversations end automatically after 24 hours idle or 7 days of age and their content is irreversibly purged. These are product features, not a certification or an attestation of compliance on your behalf. Bookbag does not provide legal, regulatory, or compliance advice. You are solely responsible for determining whether your use of the Services meets the requirements of the laws and regulations applicable to your business.

You represent and warrant that you have obtained all necessary rights, consents, and permissions to submit content to the Services and to have your agent process your customers' data through them. You are responsible for ensuring that the submission of content to Bookbag does not violate any confidentiality obligations, privacy rights, or other legal restrictions applicable to that content.

A data processing addendum is included with Enterprise plans and is available on request on other plans. Contact legal@bookbag.ai to execute one.

7. Payment Terms

Access to certain features of the Services requires payment. Bookbag sells flat monthly and annual subscription plans, each of which includes an allowance of message credits, as described on our pricing page. One message credit is consumed per AI reply, on any model. There are no per-resolution or per-ticket fees. Usage beyond your plan allowance is purchased as top-up credit packs, and you can set a spend cap on your account. The specific plan price, credit allowance, seat and agent limits, and payment schedule applicable to your account are determined by your selected plan or as specified in your subscription agreement. Some features, including voice, single sign-on, white-label, and HIPAA / Zero Data Retention, are available only on the plans that list them.

All fees are due in accordance with the payment terms specified in your subscription agreement or at the time of purchase. Unless otherwise stated, fees are quoted in U.S. dollars and are non-refundable except as required by applicable law. Bookbag reserves the right to modify pricing with at least 30 days advance notice, with changes taking effect at the start of your next billing cycle.

If you have questions about billing or would like to request a refund, please contact us at legal@bookbag.ai. Refund requests will be evaluated on a case-by-case basis.

8. Service Availability and SLAs

Bookbag strives to maintain high availability of the Services, but we do not guarantee that the Services will be uninterrupted, error-free, or available at all times. The Services may be temporarily unavailable due to scheduled maintenance, software updates, or circumstances beyond our reasonable control, including but not limited to network outages, natural disasters, or failures of the third-party providers the Services depend on, such as AI model providers, ecommerce platforms, and the messaging channels through which your agent communicates. Where a connected platform or channel is unavailable, changes its API, or suspends your account with it, your agent's ability to read records from that system or deliver messages through it may be affected.

We will make reasonable efforts to communicate scheduled maintenance windows in advance through the platform dashboard or via email to account administrators. Emergency maintenance may be performed without advance notice when necessary to protect the security or integrity of the Services.

Customers with enterprise agreements may have specific service level agreements (SLAs) that define uptime commitments, response times, and remedies for downtime. Such SLAs, where applicable, are defined in the relevant enterprise agreement and supplement these Terms.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BOOKBAG'S TOTAL AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE SERVICES SHALL NOT EXCEED THE TOTAL AMOUNT OF FEES PAID BY YOU TO BOOKBAG DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL BOOKBAG, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITIES, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR IN CONNECTION WITH YOUR ACCESS TO OR USE OF (OR INABILITY TO ACCESS OR USE) THE SERVICES, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, OR ANY OTHER LEGAL THEORY, EVEN IF BOOKBAG HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. BOOKBAG DOES NOT WARRANT THAT THE SERVICES WILL MEET YOUR SPECIFIC REQUIREMENTS, OR THAT REPLIES, ACTIONS, OR OTHER OUTPUT GENERATED BY AN AGENT WILL BE ACCURATE, COMPLETE, OR SUITABLE FOR ANY PARTICULAR PURPOSE.

10. Indemnification

You agree to defend, indemnify, and hold harmless Bookbag, its affiliates, and their respective officers, directors, employees, contractors, agents, licensors, and suppliers from and against any and all claims, actions, demands, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or in connection with: (a) your use of the Services; (b) Your Content or any data you submit through the Services; (c) your violation of these Terms; (d) your violation of any applicable law or regulation; or (e) your infringement of any third-party rights, including intellectual property rights or privacy rights. Bookbag reserves the right, at your expense, to assume exclusive defense and control of any matter subject to indemnification by you, and you agree to cooperate with our defense of such claims.

11. Termination

Either party may terminate these Terms and close your account at any time by providing 30 days written notice to the other party. You may initiate termination by contacting us at legal@bookbag.ai or through your account settings.

Bookbag reserves the right to immediately suspend or terminate your access to the Services, without prior notice, if we reasonably believe that you have violated these Terms, engaged in fraudulent or illegal activity, or if your continued access poses a risk to the security or integrity of the Services or other users.

Upon termination of your account, for any reason, your data will remain available for export for a period of 30 days following the effective date of termination. After this 30-day period, Bookbag may permanently delete all data associated with your account, including Your Content and Agent Output. It is your responsibility to export any data you wish to retain before the expiration of this period. Where you have enabled HIPAA / Zero Data Retention as described in Section 6, conversation content is purged on that shorter automatic schedule and will not be recoverable after termination.

Sections of these Terms that by their nature should survive termination will survive, including but not limited to intellectual property provisions, limitations of liability, indemnification, and governing law.

12. Governing Law and Dispute Resolution

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

Any dispute, controversy, or claim arising out of or relating to these Terms or the breach, termination, or validity thereof shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) in accordance with its Commercial Arbitration Rules. The arbitration shall be conducted by a single arbitrator and shall take place in Wilmington, Delaware, or at another location mutually agreed upon by the parties. The arbitrator's award shall be final and binding, and judgment upon the award may be entered in any court of competent jurisdiction.

Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of intellectual property rights or confidential information.

13. Communications Consent

By creating an account or submitting forms on the Bookbag website, you consent to receive service-related communications from us, including account notifications, security alerts, system updates, billing information, and other transactional messages necessary for the operation of your account. These service-related communications are an essential part of the Services and cannot be opted out of while maintaining an active account.

Marketing communications, including product announcements, newsletters, promotional offers, and event invitations, require your separate, affirmative opt-in consent. We will not send marketing communications unless you have expressly agreed to receive them.

You may opt out of non-essential communications at any time by updating your communication preferences in your account settings, clicking the unsubscribe link included in any marketing email, or by contacting us at legal@bookbag.ai. Please note that opting out of marketing communications does not affect service-related messages.

14. SMS/Text Messaging Program

Program Description. Bookbag Intelligence offers an optional SMS/text messaging program. If you opt in through our website forms, you may receive text messages related to your demo request, service inquiries, appointment scheduling, product updates, and relevant information about our AI customer support platform.

Opt-In. By checking the SMS consent checkbox on our contact or demo request form, you expressly consent to receive recurring text messages from Bookbag Intelligence at the phone number you provide. Consent to receive SMS messages is not required as a condition of purchasing any goods or services.

Message Frequency. Message frequency varies based on your interactions with us. Typically, you will receive no more than 5 messages per month unless you initiate a conversation.

Message and Data Rates. Standard message and data rates may apply to any messages sent to or received from Bookbag Intelligence. Rates depend on your mobile carrier and plan. You are responsible for any charges associated with text messaging on your wireless plan.

How to Opt Out. You can opt out of receiving SMS messages at any time by replying STOP to any message you receive from us. After sending STOP, you will receive one final confirmation message, and no further messages will be sent unless you re-subscribe. You may also opt out by contacting us at legal@bookbag.ai.

Help. For support regarding our SMS program, reply HELP to any message you receive, or contact us at legal@bookbag.ai.

Carrier Disclaimer. Bookbag Intelligence, mobile carriers, and their affiliates are not liable for delayed or undelivered messages. Delivery of SMS messages is subject to effective transmission from your mobile carrier and their policies. Carriers are not responsible for the content of messages sent through our program.

No Sharing of Opt-In Data. We do not share, sell, rent, or otherwise disclose your phone number or SMS opt-in consent information with any third parties or affiliates for their marketing purposes.

Supported Carriers.Our SMS program is supported on major U.S. carriers including AT&T, T-Mobile, Verizon, and others. Coverage is not available in all areas.

Privacy. Your use of the SMS program is also subject to our Privacy Policy, which describes how we collect, use, and protect your personal information including your phone number.

15. Age Restriction

The Services are intended for use by individuals who are at least 18 years of age. By accessing or using the Services, including opting in to our SMS messaging program, you represent and warrant that you are at least 18 years old. If you are under 18, you may not use the Services or provide any personal information to us. If we become aware that we have collected personal information from a person under 18, we will take steps to delete that information promptly.

16. Changes to Terms

Bookbag reserves the right to modify, update, or replace these Terms at any time. When we make material changes to these Terms, we will provide at least 30 days advance notice before the changes take effect. Notice may be provided by posting the revised Terms on our website with a new "Last updated" date, by email to the address associated with your account, or through a notification within the platform.

Your continued use of the Services after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree with the modified Terms, you must discontinue your use of the Services before the changes take effect and may request termination of your account in accordance with Section 11.

17. Contact

If you have any questions, concerns, or requests regarding these Terms of Service, please contact us at:

Bookbag Inc.
Email: legal@bookbag.ai

We will make reasonable efforts to respond to inquiries within a timely manner.