Terms of Service

Last updated: April 2026

These Terms of Service ("Terms") govern your use of the Looma platform at looma.chat and all related services. By creating an account or using our services, you agree to these Terms.

1. Acceptance of Terms

By registering for an account, installing our widgets, or otherwise accessing Looma services, you confirm that you have read, understood, and agree to be bound by these Terms. If you are using Looma on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Service Description

Looma is an AI-powered platform for e-commerce that provides:

• AI Chat Assistant — an embeddable chat widget that uses artificial intelligence to answer visitor questions, recommend products, and collect orders based on your product catalog.
• Smart Search — an embeddable semantic search widget that helps visitors find products using natural language queries.
• Multichannel messaging — integration with Telegram, Viber, Facebook Messenger, Instagram, and email so you can manage all customer conversations from one dashboard.
• Agent dashboard — a web application for managing sites, products, chat sessions, team members, knowledge base, and analytics.
• REST API — programmatic access to Looma features for custom integrations.

3. Accounts and Access

You must provide accurate information when creating an account. You are responsible for maintaining the security of your account credentials. You must not share your account or API keys with unauthorized parties. We support team access with role-based permissions (owner, administrator, supervisor, agent).

4. User Responsibilities

When using Looma, you agree to:

• Use the service only for lawful purposes and in compliance with applicable laws.
• Ensure that your product catalog, knowledge base content, and any data you upload does not violate third-party rights or contain illegal content.
• Not attempt to abuse, overload, or interfere with the platform, including circumventing rate limits or security measures.
• Not reverse-engineer, decompile, or attempt to extract source code from our widgets or APIs.
• Not resell or redistribute Looma services without our written consent.

5. Intellectual Property

The Looma platform, including its software, design, logos, and documentation, is owned by us and protected by intellectual property laws. Your product data, uploaded content, and knowledge base remain your property. By using our service, you grant us a limited license to process your data solely for the purpose of providing Looma services. AI-generated product descriptions created by Looma are licensed to you for use on your website.

6. Payment Terms

• Subscription — Looma offers subscription plans billed monthly or annually. Your subscription automatically renews at the end of each billing period unless you cancel before the renewal date.
• Credits — certain features (AI processing, email sending) consume credits from your account balance. You can top up your balance at any time. Credits do not expire while your account is active.
• Pricing changes — we may change subscription prices or credit costs with at least 30 days notice. Price changes do not affect the current billing period.
• Taxes — listed prices do not include applicable taxes. You are responsible for any taxes imposed by your jurisdiction.

7. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. Scheduled maintenance, third-party service outages (OpenAI, messaging platforms), or force majeure events may cause temporary disruptions. We will make reasonable efforts to notify you of planned downtime in advance.

8. Limitation of Liability

To the maximum extent permitted by law, Looma shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the service. Our total liability for any claim related to the service shall not exceed the amount you paid us in the 12 months preceding the claim. AI-generated responses are provided "as is" — we do not guarantee their accuracy and are not responsible for decisions made based on AI output.

9. Termination

You may cancel your account at any time from the dashboard settings. We may suspend or terminate your account if you violate these Terms, engage in abusive behavior, or fail to pay outstanding charges. Upon termination, your data will be retained for 30 days to allow export, after which it will be permanently deleted.

10. Governing Law

These Terms are governed by the laws of the jurisdiction where the service provider operates. Any disputes shall be resolved through good-faith negotiation first. If a resolution cannot be reached, disputes shall be submitted to the competent courts of the provider's jurisdiction.

11. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes at least 14 days before they take effect. Continued use of Looma after changes take effect constitutes acceptance of the updated Terms.

12. Contact Us

If you have questions about these Terms, contact us at:

• Email: [email protected]