Terms and conditions

AIPranata provides AI customer-service agents, called concierges, that converse with your customers through channels such as web chat and email. Concierges answer questions, use the systems you connect to look up information and take actions such as order changes, bookings, refunds, and replacements, and hand conversations to your team when needed.

These terms apply to our website, dashboard, concierges, chat widget, and API. By creating an account or using the service, you agree to them. If you use the service for an organisation, you must have permission to act on its behalf and to connect its systems. The service is intended for business use.

Keep your account details accurate and protect your sign-in, API keys, and the credentials for any order system, CRM, booking calendar, helpdesk, or mailbox you connect. Only give access to people authorised to use your workspace.

You are responsible for the connections you create and the activity you authorise through them. If you think a key or credential has been exposed, revoke or rotate it promptly and let us know.

Replies the concierge sends and actions it takes within your configuration are made on your behalf. You decide what it may do on its own, which actions need approval, spending and refund limits, and when it must hand off to a person.

Keep your policies, product information, and knowledge base accurate and current, because the concierge relies on them. Review conversations regularly, especially after changing policies or connecting new systems. You can pause a concierge or change its permissions at any time.

You remain responsible for your relationship with your customers, including the commitments you make to them and your obligations under consumer protection, privacy, and other applicable laws.

• Tell customers they are talking to AI. Concierges introduce themselves as AI assistants; do not configure them to claim to be human.
• Give customers a way to reach a person, and make sure handoffs are answered within a reasonable time.
• Provide a privacy notice that covers how you use AIPranata, and obtain any consent your customers must give.
• Do not present the concierge as an emergency service. Direct urgent safety, medical, or legal matters to appropriate human help.

AIPranata is offered as monthly packages. The package you choose and its price are shown on our pricing page and in your dashboard at the time you subscribe. Prices are in Indonesian rupiah and exclude value-added tax (PPN), which is added at the applicable rate.

Each month is paid in advance, before the period it covers begins. Your package stays active until the end of the month you have paid for; if the next month is not paid, access to the package features ends when the paid period ends. Prices can change; a new price applies from the next month you pay for, not to a month already paid.

If a charge looks wrong, contact us with the date, amount, and the relevant invoice or transaction reference. We will review the records and correct confirmed billing errors, such as duplicate payments.

Payments are non-refundable. This includes partial months, unused features, downgrades, and closing your account before the end of a paid month. Nothing here limits refunds or remedies that applicable law requires.

Promotional and referral rewards are credits for using the service. They cannot be withdrawn as cash or transferred. Eligibility, reward amounts, and other conditions are shown with the offer.

Referral rewards depend on a qualifying, verified payment. We may withhold or reverse rewards linked to fraud, self-referrals, or reversed payments.

You may use AIPranata to serve your customers lawfully, subject to applicable law and the usage policies of the AI services we rely on.

• Do not use concierges to deceive customers, including pretending to be a person, inventing reviews or endorsements, or using pressure tactics and hidden terms.
• Do not send spam or unsolicited marketing through concierges, or contact people who have not engaged with your business where the law requires consent.
• Do not have concierges collect payment card numbers, passwords, or sensitive personal data unless it is lawful, necessary, and handled through a secure method designed for it.
• Do not present concierge replies as professional medical, legal, or financial advice.
• Do not treat customers differently because of protected characteristics, or configure concierges in ways that discriminate unlawfully.
• Do not connect systems you are not authorised to use, access other workspaces, disrupt the service, or bypass billing, security measures, or usage limits.

You keep the rights you already hold in your policies, knowledge base, and customer data. You give us permission to process that content, and to pass it to the services needed, to run your concierges, maintain security, and meet legal obligations.

We do not claim ownership of conversation transcripts, summaries, or replies produced for you. Concierge replies are generated by AI and may be inaccurate; our AI disclosure explains the main limitations.

We work to keep concierges available, but cannot promise uninterrupted operation or accurate replies in every case. Your connected systems, email providers, AI services, and other services may be unavailable or return outdated data. Keep a way for customers to reach your team if a concierge is unavailable.

To the extent the law permits, we are not responsible for indirect or consequential losses, including lost sales, refunds or compensation issued under your configured policies, or customer complaints arising from interruptions, incorrect information, or reliance on concierge replies. Nothing here excludes responsibility or consumer rights that cannot lawfully be limited.

You can pause concierges, disconnect integrations, revoke keys, or request account closure at any time. Closing an account does not erase charges already incurred or records we must keep by law.

We may restrict or suspend access, including pausing concierges, where reasonably needed to address abuse, security risks, unpaid charges, or legal requirements. Where practical, we will explain why and how to seek a review.

If these terms change, we will update the date on this page. For material changes, we will provide additional notice where appropriate before they take effect. If you do not agree to the revised terms, stop using the service.

If a problem arises, contact us so we can try to resolve it fairly. These terms do not take away your right to use the complaint procedures, authorities, or courts available under applicable law. If part of these terms cannot be enforced, the remaining parts continue to apply.