Resources

Terms of Service

Last Updated: 29 August 2026

We know it's tempting to skip these Terms of Service, but it's important to establish what you can expect from us as you use CX Genie services, and what we expect from you.

These Terms of Service reflect the way CX Genie's business works, the laws that apply to our company, and certain things we've always believed to be true. As a result, these Terms of Service help define CX Genie's relationship with you as you interact with our services. Understanding these terms is important because, by accessing or using our services, you're agreeing to these terms.

Note: Besides these terms, we also publish a Privacy Policy. Although it's not part of these terms, we encourage you to read it to better understand how you can update, manage, export, and delete your information.

1. Overview

What's Covered in These Terms

These terms include the following topic headings:

What you can expect from us: Describes how we provide and develop our services.
What we expect from you: Establishes certain rules for using our services.
Content in CX Genie services: Describes the intellectual property rights to the content you find in our services — whether that content belongs to you, CX Genie, or others.
In case of problems or disagreements: Describes other legal rights you have, and what to expect in case someone violates these terms.

Terms

Service Provider

CX Genie services are provided by, and you're contracting with:

CX Genie LLC — Organized under the laws of the State of Delaware, USA, and operating under the laws of the USA. 1600 Amphitheatre Parkway, Mountain View, California 94043, USA.

Age Requirements

Minors: If you're under the age required to manage your own CX Genie Account, you must have your parent or legal guardian's permission to use a CX Genie Account. Please have your parent or legal guardian read these terms with you.
Parents/Guardians: If you're a parent or legal guardian, and you allow your child to use the services, then these terms apply to you and you're responsible for your child's activity on the services.
Specific Services: Some CX Genie services have additional age requirements as described in their service-specific additional terms and policies.

2. Your Relationship with CX Genie

These terms help define the relationship between you and CX Genie. When we speak of "CX Genie," "we," "us," and "our," we mean the CX Genie entity operating cxgenie.ai and its affiliates. Broadly speaking, we give you permission to access and use our services if you agree to follow these terms.

What You Can Expect from Us

Provide a connected set of customer engagement services

We provide a set of services designed to work together as a single customer engagement platform, including our AI Agent / Chatbot, AI Auto-Reply, Live Chat, Helpdesk, Ticket Management, and Workflow Automation tools, along with the channel integrations we support (including WhatsApp, Messenger, Instagram, Shopify, WordPress, Discord, and Telegram). Our services are designed to work together — for example, a conversation started in the Chat Widget can be escalated directly into a support ticket without the customer or agent needing to switch tools.

Develop, improve, and update CX Genie services

We're continually developing our services. For example, we use AI to help detect the language of a conversation and translate content where needed. As part of ongoing improvement, we sometimes:

Add or remove features and functionality
Increase or decrease limits on our services
Start offering new services or stop offering old ones

If we make material changes that negatively impact your use of our services, or if we stop offering a service, we'll provide reasonable advance notice, except in urgent situations such as preventing abuse, responding to legal requirements, or addressing security issues. Workspace admins can also export their workspace data — including conversations, tickets, and agent records — at any time through the CX Genie dashboard.

What We Expect from You

Follow these terms

The permission we give you to access and use our services continues as long as you comply with these terms and our Privacy Policy. We may also provide specific instructions or notices within our services — such as in-app messages — to alert you to important information. Although we give you permission to use our services, we retain any intellectual property rights we have in the services.

Respect others

We want to maintain a respectful environment for everyone, which means you must:

Comply with applicable laws, including export control, sanctions, and human trafficking laws
Respect the rights of others, including privacy and intellectual property rights
Not abuse or harm others or yourself (or threaten or encourage such abuse or harm) — for example, by misleading, defrauding, illegally impersonating, defaming, bullying, harassing, or stalking others

If you believe someone is not following these rules, you can report it to us at hello@cxgenie.ai.

Don't abuse our services

You must not abuse, harm, interfere with, or disrupt our services or systems — for example, by:

Introducing malware
Spamming, hacking, or bypassing our systems or protective measures
Jailbreaking, adversarial prompting, or prompt injection against our AI Agent or other AI features
Accessing or using our services in fraudulent or deceptive ways, or misleading others into thinking AI-generated content was human-created
Providing services that appear to originate from you (or someone else) when they actually originate from CX Genie, or vice versa
Using our services or their content to violate anyone's legal rights, such as intellectual property or privacy rights
Reverse engineering our services or underlying technology, including our AI models, to extract trade secrets or other proprietary information, except as allowed by applicable law
Using automated means to access content from our services in violation of any machine-readable access restrictions we publish
Using AI-generated output from our services to develop competing machine learning models or related AI technology
Hiding or misrepresenting who you are in order to violate these terms
Providing services that encourage others to violate these terms

Permission to Use Your Content

Some of our services let you upload, submit, store, send, receive, or share content — such as messages, tickets, form submissions, and help-center articles. You have no obligation to provide content to our services, and you're free to choose the content you provide. If you upload or share content, you confirm you have the necessary rights to do so and that the content is lawful.

License

Your content remains yours — you retain any intellectual property rights you have in it. Where your intellectual property rights would otherwise restrict our ability to operate the service, you grant CX Genie a limited license, described below.

What's covered

This license covers your content where it is protected by intellectual property rights.

What's not covered

This license doesn't affect your privacy rights — it's only about intellectual property rights. How we handle personal data is addressed separately in our Privacy Policy and, where applicable, our Data Processing Agreement.
Feedback you offer us, such as suggestions to improve our services.

Scope

This license is limited to what is necessary to operate the services on your behalf, and is non-exclusive and royalty-free.

Rights

This license allows CX Genie to:

Host, reproduce, store, and use your content to operate the services (for example, storing conversation and ticket data so agents and your AI Agent can access it)
Where you choose to publish content to a public-facing surface — such as Help Center articles you create — display that content as directed by you
Modify your content where necessary to operate a feature you've enabled, such as translating conversation content
Share your content with our subprocessors solely as needed to provide the services [vendor list — see Privacy Policy.]

Purpose

This license is for the limited purpose of operating and improving the services you use — for example, using automated processing to power your AI Agent's responses within your own workspace.

Duration

This license lasts for as long as your content is protected by intellectual property rights, or until you remove it, whichever is sooner. If you remove content covered by this license, we will stop making it available within a reasonable time. If you've published content to a public-facing surface (such as a Help Center article) and someone has already viewed or saved a copy of it, we can't guarantee its removal from that copy.

3. Using CX Genie Services

Your CX Genie Account

If you meet the applicable age requirements, you can create a CX Genie Account.

Service Requirements: Some parts of our services require a CX Genie Account to work — for example, to access the CX Genie Dashboard as a workspace agent or admin, or to use certain integrations that require you to authenticate.
Your Responsibility: You're responsible for what happens under your CX Genie Account, including taking reasonable steps to keep it secure — for example, using a strong, unique password.

Using CX Genie Services on Behalf of an Organization or Business

Many organizations use CX Genie as a shared workspace for their team. To use our services on behalf of an organization:

An authorized representative of that organization must agree to these terms.
Your organization's workspace admin may invite you to join their workspace and assign you a role (such as agent or admin). The admin may set additional rules for how you use the service within that workspace, and may be able to manage or remove your access to that workspace.

Service-Related Communications

Announcements: To provide you with our services, we sometimes send you service-related emails and other notifications — for example, account verification, ticket updates, or changes to your workspace settings. To learn more about how we communicate with you, see CX Genie's Privacy Policy.
Feedback: If you choose to give us feedback, such as suggestions to improve our services, we may act on it without any obligation to you.

Network Connection

Using CX Genie requires an active internet connection. You're responsible for any data or connectivity costs associated with accessing our services through your internet provider.

4. Content in CX Genie Services

Your Content

Some of our services allow you to generate original content — such as help-center articles, workflow templates, or messages. CX Genie won't claim ownership over that content.

Publicly Available Content: Some of our services let you make your content publicly available — for example, a workspace admin might publish a help-center article for their customers to read.
Rights and Usage: See the Permission to use your content section of these terms for more about your rights in your content and how it's used in our services.
Intellectual Property Infringement: If you believe someone is infringing your intellectual property rights through content on our services, you can send us notice at hello@cxgenie.ai and we'll take appropriate action.

CX Genie Content

Some of our services include content that belongs to CX Genie — such as the platform's interface, default templates, and other assets we provide.

Usage Rights: You may use CX Genie's content as allowed by these terms and any service-specific additional terms, but we retain any intellectual property rights we have in our content.
Branding Rules: Don't remove, obscure, or alter any of our branding, logos, or legal notices. If you'd like to use our branding or logos, please contact us at hello@cxgenie.ai.

5. Software in CX Genie Services

Some of our services include software you install or embed yourself — for example, the CX Genie Chat Widget code you add to your website, or other integration code we provide to connect CX Genie with your systems. We give you permission to use that software as part of the services.

Software License Terms

The license we give you to use this software is:

Worldwide: Valid anywhere in the world.
Non-exclusive: We can license the software to others.
Royalty-free: There are no monetary fees for this license.
Personal: It doesn't extend to anyone else.
Non-assignable: You're not allowed to assign the license to anyone else.

Open Source Software

Some of our services may include software offered under open source license terms. Where that's the case, the relevant open source license may explicitly override parts of these terms, so please review those licenses where provided.

Usage Restrictions

You may not copy, modify, distribute, sell, or lease any part of our services or software.

6. In Case of Problems or Disagreements

Both the law and these terms give you the right to (1) a certain quality of service, and (2) ways to fix problems if things go wrong.

Warranty

We provide our services using reasonable skill and care. If we don't meet the quality level described in this warranty, you agree to tell us and we'll work with you to try to resolve the issue.

Disclaimers

The only commitments we make about our services (including the content in the services, the specific functions of our services, or their reliability, availability, or ability to meet your needs) are provided in:

The Warranty section.
Any service-specific additional terms.
Laws that can't be limited by these terms.

Note: Unless explicitly permitted by service-specific additional terms, don't rely on our services — including AI-generated content — for medical, legal, financial, or other professional advice. Any content on those topics is provided for informational purposes only, does not constitute professional advice, and is not a substitute for advice from a qualified professional.

Liabilities

For All Users

Both the law and these terms try to strike a balance as to what you or CX Genie can claim from the other in case of problems. These terms only limit our responsibilities as allowed by applicable law. These terms don't limit liability for:

Fraud or fraudulent misrepresentation.
Death or personal injury caused by negligence.
Gross negligence.
Willful misconduct.

Other than the liabilities described above, CX Genie is liable only for its breaches of these terms or applicable service-specific additional terms, subject to applicable law.

For Business Users and Organizations Only

If you're a business user or organization:

Indemnification: To the extent allowed by applicable law, you'll indemnify CX Genie and its directors, officers, employees, and contractors for any third-party legal proceedings (including actions by government authorities) arising out of or relating to your unlawful use of the services or violation of these terms, except to the extent a liability or expense is caused by CX Genie's breach, negligence, or willful misconduct.
Exemptions: If you're legally exempt from certain responsibilities, including indemnification, then those responsibilities don't apply to you under these terms.
Excluded Liabilities: Except as stated in the For All Users section above, CX Genie won't be responsible for loss of profits, revenues, business opportunities, goodwill, or anticipated savings; indirect or consequential loss; or punitive damages.

Taking Action in Case of Problems

Before taking action as described below, we'll provide you with advance notice when reasonably possible, describe the reason for our action, and give you an opportunity to clarify and address the issue — unless we reasonably believe that doing so would:

Cause harm or liability to a user, third party, or CX Genie.
Violate the law or a legal enforcement authority's order.
Compromise an investigation.
Compromise the operation, integrity, or security of our services.

Removing Your Content

If we reasonably believe that any of your content (1) breaches these terms or our policies, (2) violates applicable law, or (3) could harm our users, third parties, or CX Genie, we reserve the right to take down some or all of that content in accordance with applicable law. Examples include child sexual abuse material, content that facilitates human trafficking or harassment, terrorist content, and content that infringes someone else's intellectual property rights.

Suspending or Terminating Your Access to CX Genie Services

Without limiting any of our other rights, CX Genie may suspend or terminate your access to the services, or delete your CX Genie Account, if:

You materially or repeatedly breach these terms or our policies.
We're required to do so to comply with a legal requirement or a court order.
We reasonably believe that your conduct causes harm or liability to a user, third party, or CX Genie — for example, by hacking, phishing, harassing, spamming, misleading others, or scraping content that doesn't belong to you.

If you believe your CX Genie Account has been suspended or terminated in error, you can contact us at hello@cxgenie.ai to appeal. You're always free to stop using our services at any time. If you do, we'd appreciate knowing why so we can continue improving our services.

Settling Disputes

Contact Us: You can reach CX Genie at hello@cxgenie.ai

7. About These Terms

Statutory Rights: By law, you have certain rights that can't be limited by a contract like these terms of service. These terms are in no way intended to restrict those rights.
Our Relationship: These terms describe the relationship between you and CX Genie. They don't create any legal rights for other people or organizations, even if others benefit from that relationship under these terms.
Understandability & Availability: We want to make these terms easy to understand, so we've used examples from our services. But not all services mentioned may be available in your country.
Conflicts: If these terms conflict with the service-specific additional terms, the additional terms will govern for that service.
Severability: If it turns out that a particular term is not valid or enforceable, this will not affect any other terms.
No Waiver: If you don't follow these terms or the service-specific additional terms, and we don't take action right away, that doesn't mean we're giving up any rights that we may have, such as taking action in the future.

Updates and Changes to These Terms

Reasons for Updates

We may update these terms and service-specific additional terms for the following reasons:

To reflect changes in our services or how we do business (for example, when we add new services, features, technologies, pricing, or benefits, or remove old ones).
For legal, regulatory, or security reasons.
To prevent abuse or harm.

Notice of Changes

If we materially change these terms or service-specific additional terms, we'll provide you with reasonable advance notice and the opportunity to review the changes, except:

When we launch a new service or feature.
In urgent situations, such as preventing ongoing abuse or responding to legal requirements.

Your Choices

If you don't agree to the new terms, you should remove your content and stop using the services. You can also end your relationship with us at any time by closing your CX Genie Account.

8. How CX Genie Handles Government Requests for User Information

Government agencies may ask CX Genie to disclose user information. We carefully review each request to make sure it satisfies applicable law. If a request asks for too much information, we try to narrow it, and in some cases we object to producing any information at all.

Notifying Users of Requests for Information

When we receive a request from a government agency for information about your CX Genie Account, our practice is to notify you by email before disclosing information. If your account is managed by an organization, we'll instead give notice to your workspace administrator.

Exceptions to Notification:

We won't give notice when legally prohibited from doing so under the terms of the request. We'll provide notice once that legal prohibition is lifted — for example, once a court-ordered gag period has expired.
We might not give notice if the account has been disabled or appears to have been compromised.
We might not give notice in an emergency, such as a threat to a child's safety or to someone's life — in which case we'll provide notice once we learn the emergency has passed.

Requests for Information in Emergencies

If we reasonably believe we can help prevent someone from dying or suffering serious physical harm, we may provide information to a government agency — for example, in cases involving an imminent threat to life. We still consider these requests in light of applicable law and our own policies.