Terms and Conditions

These Terms and Conditions (“Terms”) are the terms and policies that govern access to and use of Klevrio. They form a contract between you and Klevrio (“Klevrio”, “we”, “us”). By creating an account, starting a subscription, or using the service, you agree to these Terms, our Privacy Policy, and our Refund Policy.

1. The service

Klevrio is customer support software for SaaS teams. Depending on your plan, the service includes a shared inbox, email ticketing, a live chat widget, a help center, a customer portal, and reporting.

The product is described on klevrio.com, including the features and prices published on that site at the time you subscribe. We may improve or change features, provided we do not materially reduce the paid plan you are on during a period you have already paid for, except where we need to do so for security, law, or a third-party platform change.

2. Who may use Klevrio

You must be able to enter a binding contract and you must use Klevrio for a business. You are responsible for the accuracy of the account information you provide and for keeping login credentials confidential. You are responsible for the activity of the agents you invite to your workspace.

If you use Klevrio on behalf of a company, you confirm that you have authority to bind that company, and “you” includes that company.

3. Plans and fees

Klevrio is sold as a subscription, billed per agent (seat). Prices shown on the website, before tax, are:

• Starter — $15 per agent per month, billed monthly, or $12 per agent per month when billed annually. Up to 5 agents.
• Growth — $29 per agent per month, billed monthly, or $24 per agent per month when billed annually. Up to 50 agents.
• Business — $49 per agent per month, billed monthly, or $39 per agent per month when billed annually. Up to 999 agents.

Annual billing is charged once per year. Taxes, if any, are calculated at checkout and added to the price. The number of agents you select is the quantity billed. If you add agents during a billing period, the additional seats are charged on a prorated basis. Downgrades and other plan changes are also prorated.

We may change prices for future billing periods. We will tell you before a price change applies to your next renewal. Continued use after the renewal date means you accept the new price. You can cancel before the renewal if you do not accept it.

4. Free trials

Klevrio may offer a free trial. When a trial is offered, it lasts 14 days. You add a payment method at checkout and you are not charged until the trial ends. If you cancel before the trial ends, you are not charged. If you do not cancel, the subscription converts to a paid plan and the first charge is taken when the trial ends.

When no trial is offered, you are charged at checkout for the seats you select.

5. Billing and Paddle

Payments are processed by Paddle.com Market Limited and its affiliates (“Paddle”). Paddle is the merchant of record for your purchase. Paddle provides the checkout, the receipt, and the customer portal for managing the payment method and subscription. Your purchase is also subject to the Paddle Buyer Terms and the Paddle Privacy Policy.

Klevrio does not store your full card number. We receive billing status from Paddle, such as whether a subscription is active, past due, or canceled, so we can turn access on or off.

If a renewal payment fails, we may suspend access until the payment succeeds. Paddle may retry the charge according to its billing rules.

6. Cancellation

You may cancel at any time from billing settings in the app, or from the Paddle customer portal linked in your receipt. Cancellation stops the next renewal. You keep access until the end of the period you have already paid for, unless a refund ends access earlier under the Refund Policy.

7. Your content and your customers

You keep ownership of the content you and your customers submit to Klevrio, including tickets, emails, chat transcripts, contacts, attachments, and help-center articles (“Customer Content”). You grant Klevrio a license to host, process, transmit, and display Customer Content only to provide, secure, and support the service.

You are the controller of personal data about your own customers. Klevrio processes that data on your instructions to provide the service. You must have a lawful basis to collect that data and to share it with us, and you must not submit content you do not have the right to use.

You are responsible for your customers’ requests that relate to their orders, refunds, or accounts with you. Klevrio does not issue refunds for your customers’ purchases.

8. Acceptable use

You may not:

• use Klevrio to break the law, or to send spam, phishing, or deceptive messages;
• upload malware, or probe, scan, or disrupt the service or another customer’s workspace;
• resell or share a login outside your organization, except by inviting agents to your own workspace;
• submit content that infringes someone else’s rights, or that is unlawful to store or transmit;
• use the service to build a competing product by copying our software, or to scrape the service except through features we provide.

We may suspend a workspace that breaches this section, creates a security risk, or exposes Paddle or Klevrio to fraud or excessive chargebacks. Where we can do so safely, we will tell you the reason and give you a chance to fix it.

9. Intellectual property

Klevrio, the Klevrio name, the logo, and the software are owned by Klevrio and its licensors. These Terms do not transfer any ownership to you. We grant you a limited, non-exclusive, non-transferable right to use the service during a paid or trial subscription, for your internal customer support.

10. Availability and support

We aim to keep Klevrio available, but we do not promise uninterrupted service. Maintenance, third-party outages (including email providers and Paddle), and events outside our control can interrupt access. Support is provided by email. Plan descriptions on the website state the support level included with each plan.

11. Disclaimers and liability

The service is provided “as is”. Except where the law does not allow a disclaimer, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the fullest extent permitted by law, Klevrio is not liable for indirect, incidental, special, consequential, or lost-profit damages, or for loss of Customer Content, even if we have been advised of the possibility. Our total liability arising out of the service in any 12-month period is limited to the fees you paid to us (through Paddle) for the service in that period.

Nothing in these Terms limits liability that cannot legally be limited, including liability for fraud or for death or personal injury caused by negligence.

12. Ending the contract

You may stop using Klevrio and cancel your subscription at any time. We may close a workspace if you materially breach these Terms and do not fix the breach within 14 days of notice, or immediately if the breach is unlawful, a security threat, or unpaid after a failed renewal. After closure, we delete or return Customer Content as described in the Privacy Policy, except for records we must keep for tax, fraud prevention, or legal claims.

13. Changes to these Terms

We may update these Terms. We will post the new version on this page and change the “Last updated” date. If a change is material, we will also email the workspace owner before it takes effect. If you do not agree, you may cancel before the change applies. Continuing to use Klevrio after the effective date means you accept the updated Terms.

14. General

These Terms are the entire agreement between you and Klevrio about the service. If a court holds part of them unenforceable, the rest stays in effect. You may not assign the contract without our consent. We may assign it to a successor of the business. Our failure to enforce a provision is not a waiver.

These Terms are governed by the laws of the place where the operator of Klevrio is established, excluding conflict-of-law rules. Courts in that place may hear disputes, except where consumer-protection law requires a different forum. Paddle’s buyer terms govern the payment transaction itself where they apply.

15. Contact

Klevrio
Questions about these Terms: support@klevrio.com