Terms of service

These terms are between Rocket Gems Ltd, a company registered in England and Wales (company number 11469790) at Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom (“we”, “us”), and the business or person using AskBase (“you”). If you accept them for a business, you confirm you can bind it.

AskBase is a tool for businesses. By creating an account or using AskBase, you agree to these terms and to our privacy policy.

• Give us accurate details, and keep your sign-in and API keys to yourself. You're responsible for what happens under your account and your workspaces.
• Account owners and admins decide who joins a workspace and what each person can do. Everyone in it must follow these terms.
• Tell us straight away at support@askbase.com if you think someone has got into your account.

You may not use AskBase to:

• Send spam or unsolicited marketing, or email people who haven't contacted you or agreed to hear from you.
• Publish or send anything unlawful, deceptive, harmful, or that infringes someone else's rights.
• Import a website, help centre or documents you don't have the right to use.
• Connect a product, or give us sign-in details for an account, you aren't authorised to.
• Try to get into other people's workspaces, get around plan limits or security, or overload the service.
• Copy or resell AskBase, or use it to build a competing product.

We may limit how much email a workspace sends each day to protect everyone’s delivery. If you break these rules we may suspend the part of your account involved, and we’ll tell you why unless the law or safety stops us.

• The Free plan costs nothing and has the limits shown on our pricing page.
• Paid plans are charged monthly for your whole team, at the prices on our pricing page when you choose them, plus any tax that applies.
• Online payments aren't switched on yet. When you choose a paid plan in AskBase, we email you to arrange payment and move your account onto it once that's agreed.
• Each plan has monthly limits, such as AI answers. When you reach one, that feature pauses until the next month or until you move to a bigger plan.
• We may change prices or plans. We'll give you at least 30 days' notice by email before a change affects what you pay.
• You can move to another plan or stop paying at any time. If you ask within 24 hours of being charged, we'll refund that payment. Otherwise payments aren't refunded, unless the law requires it.

AskBase’s AI answers your customers from the articles in your help centre, and drafts replies, articles, translations and suggested updates for your team to check. It’s built to answer only from your content and to say when it doesn’t know, but AI can still be wrong.

• You're responsible for what your help centre says, and for checking drafts and suggestions before you approve, publish or send them.
• Suggested changes to your help centre wait for a person on your team to approve them. Answers in your help centre's chat go to your customers directly.
• Don't rely on the AI for legal, medical, financial or safety advice to your customers. If your articles cover those, make sure they're right.

Your content is yours. Articles, files, emails, conversations and anything else you or your customers put into AskBase stay yours. You give us permission to host, copy, process and display it only as needed to run AskBase for you, including sending it to the providers listed in our privacy policy. We don’t use it to train AI models.

AskBase itself, its software, design and brand, are ours. If you send us feedback or ideas, we may use them without owing you anything.

You can take your articles with you at any time through the API.

When we process personal data on your behalf, such as your customers’ conversations and emails, you’re the controller and we’re your processor. For that data we will:

• Process it only to provide AskBase and on your documented instructions, which these terms and your settings are.
• Make sure our staff and providers who handle it are bound to keep it confidential.
• Keep it secure, and tell you without undue delay if a breach affects it.
• Use only the sub-processors in our privacy policy, give you notice before adding one, and hold each to equivalent terms.
• Help you respond to people exercising their rights, and with security and impact assessments, as far as is reasonable.
• Delete it when our agreement ends, unless the law requires us to keep it, and give you the information you need to show compliance.

You confirm you have a lawful basis to give us your customers’ data, and that you’ll tell them how you use AskBase where the law requires.

We work to keep AskBase running and fast, but we don’t promise it will always be available or free of errors, and we don’t offer a service level agreement. We may need to take it down for maintenance, and we may change or remove features. If a change takes away something important to you, we’ll try to tell you first.

AskBase relies on other services, such as email delivery, AI providers and hosting. We aren’t responsible for their outages, though we’ll do what we can to limit the effect on you.

• You can stop using AskBase at any time. To close your account and delete its data, email support@askbase.com.
• We may suspend or close an account that breaks these terms, puts others at risk, or hasn't paid. Where it's reasonable, we'll warn you first and give you time to fix it.
• We may stop offering AskBase altogether, with at least 60 days' notice so you can take your content with you.
• When an account closes, we delete its content as our privacy policy describes. The parts of these terms that by their nature should continue, such as liability, do.

AskBase is provided “as is”. As far as the law allows, we don’t give any promises beyond those in these terms.

Neither of us is liable to the other for indirect or consequential loss, or for lost profits, revenue, business or goodwill. Our total liability to you in any 12 months is limited to the greater of what you paid us in those 12 months and £100.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t allow to be limited.

• We may update these terms. We'll change the date at the top, and tell account owners by email at least 30 days before a change that matters takes effect. If you keep using AskBase after that, the new terms apply.
• You can't transfer this agreement without our agreement. We may transfer it to a company that takes over AskBase, and we'll tell you if we do.
• If part of these terms can't be enforced, the rest still applies. Not enforcing a term straight away doesn't mean we've given it up.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Questions about these terms: support@askbase.com, or write to Rocket Gems Ltd, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom.