Terms of service

Last updated 30 September 2026

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About these terms

These terms are an agreement between Matthew Cooke, a sole trader trading as Chatterbell, United Kingdom (“we”, “us”) and the business that creates a Chatterbell account (“you”). By creating an account, you confirm you’re 18 or over and have authority to accept these terms for your business. Our data processing agreement forms part of these terms, and our privacy policy explains how we handle personal data.

The service

Chatterbell gives you a chat button for your website, a shared inbox, AI answers and related tools, as described on our pricing page. Features marked “coming soon” aren’t part of the service until they launch. We improve Chatterbell all the time. If we ever remove a feature you pay for, we’ll tell you in advance and you can cancel with a pro-rata refund.

Your account

• Keep your login details safe and make sure everyone you invite follows these terms. You’re responsible for what happens in your workspaces.
• Give us accurate details and keep your email address up to date, because that’s where alerts and notices go.
• Tell us straight away at hello@chatterbell.com if you think someone has got into your account.

Plans, trials and payment

• Free plan: free for as long as you like, with the limits shown on the pricing page. Your chat shows Chatterbell advertising, which is how we pay for the Free plan.
• Trial: new accounts get 14 days of Starter free. We don’t take card details for the trial. Afterwards you move to Free unless you choose a paid plan.
• Paid plans: billed in advance, monthly or yearly, in pounds. Prices exclude VAT, which is added where it applies, and you’ll get a VAT invoice.
• No surprise charges: chats are unlimited. AI answers are included up to your plan’s monthly allowance. If you use them all, the AI stops until your allowance resets, unless you choose to buy a top-up. We never move you to a bigger plan or charge extra without your say-so.
• Price lock: your price won’t change while you stay on your plan. If we ever change prices for existing customers, we’ll give at least 60 days’ notice first and you can cancel before the change.
• Failed payments: if a payment fails we’ll email you and try again. If it’s still unpaid after 14 days, your workspace moves to the Free plan. We don’t delete your chats because of a missed payment.

Cancelling

You can cancel whenever you like in your account. Paid features stay until the end of the period you’ve paid for, then your workspace moves to Free. We don’t refund part-used periods, except where these terms or the law say otherwise. You can download all your conversations before and after cancelling, for as long as they’re kept under your plan.

Using Chatterbell responsibly

You must not use Chatterbell to:

• break the law, or help anyone else to;
• send spam, scams, malware or misleading messages, or pretend to be someone you’re not;
• collect payment card numbers, passwords or other security details in chat;
• collect health, biometric or other special category data, or children’s data, without a lawful basis and the right safeguards;
• harass or abuse anyone, or share illegal or harmful content;
• try to break, overload, probe or reverse engineer the service, or get around its limits.

We may suspend a workspace that’s breaking these rules or putting others at risk. Where we can, we’ll tell you first and give you a chance to put things right.

Your content and your visitors’ data

• Your content (your settings, notes, saved replies and conversations) belongs to you. You give us permission to store and process it only to run Chatterbell for you.
• For your visitors’ personal data, you’re the controller and we’re your processor under our data processing agreement.
• You’re responsible for telling your website visitors that you use Chatterbell, in your own privacy policy, and for having a lawful basis for the chats. Our DPA includes wording you can use.
• We don’t sell your data or your visitors’ data, and we don’t use it to advertise to anyone.

AI answers

AI answers are written automatically from your website and the notes you give it. They’re usually right, but they can make mistakes, so check what it knows and keep your notes up to date. AI replies are labelled as AI, and visitors can ask for a person at any time. You’re responsible for the information you give the AI, and for any promises or advice your business gives through your chat.

Keeping Chatterbell running

We work hard to keep Chatterbell available around the clock, and we back it up every night. Sometimes we need planned maintenance, which we’ll keep short and schedule for quiet times where we can. Things outside our control, such as internet outages or failures at our providers, can occasionally interrupt the service.

Our responsibility to you

• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.
• Apart from that, we’re not liable for indirect or consequential losses, or for lost profits, sales, business or goodwill.
• Our total liability to you in any 12 months is limited to the amount you paid us in those 12 months, or £100 if that’s more.

If we end the service

We can close your account if you seriously or repeatedly break these terms. If we ever decide to stop offering Chatterbell altogether, we’ll give at least 60 days’ notice, refund any unused prepaid time, and make sure you can download your data first.

Changes to these terms

If we change these terms in a way that matters, we’ll email you at least 30 days before the change takes effect. If you don’t agree, you can cancel before then.

The law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If something goes wrong, please talk to us first at hello@chatterbell.com. We’ll always try to put it right.