1. Acceptance of These Terms
The Kelsie platform (the “Service”) is provided by Kelsie (“we”, “us”, “our”), the Jamaica-based operator of the Service. By creating an account, signing in, or using any part of the Service, including a customer conversation, booking page, or payment feature we host, you agree to be bound by these terms and by our Privacy Policy.
If you use the Service on behalf of a business, you represent that you have authority to bind that business, and “you” includes that business. If you do not agree to these terms, do not use the Service.
2. The Service
Kelsie is an AI virtual front desk, digital assistant, and business workspace for customer-facing businesses (“Merchants”). It provides business-aware chat and voice, shared context, team tools, approval-gated actions, and optional operating features such as bookings, calendars, client records, payments, and hosted pages.
People who contact, book with, or make purchases from a Merchant (“Guests”) may do so through customer-facing features we host on the Merchant’s behalf. When a Guest transacts through the Service, the Guest is transacting with the Merchant, not with us. The Merchant, not Kelsie, is the provider of the services, rentals, or appointments being booked.
Payments made through the Service are handled by third-party payment processors (for example, HandyPay or Stripe). We do not hold funds, we are not a bank or money-services business, and we are not a party to the payment transaction between a Merchant and a Guest or between a Merchant and its payment processor.
3. Accounts and Security
- You must be at least 18 years old and legally able to enter into this agreement to create or administer a Merchant account.
- You must provide accurate, complete, and current information when you register, and keep it up to date.
- You are responsible for safeguarding your sign-in credentials. Do not share your password, and do not allow others to access the Service using your account.
- You are responsible for all activity that occurs under your account, whether or not you authorized it, until you notify us of a problem.
- Notify us promptly at support@kelsieai.com if you suspect unauthorized access to your account.
We may suspend or restrict access to an account when we reasonably believe it is necessary to protect the Service, other users, or the account owner.
4. Merchant Obligations
If you use Kelsie as a Merchant, you agree to:
- Operate lawfully. Comply with all laws that apply to your business, including licensing, health and safety, consumer protection, and tax obligations.
- Keep listings accurate. Describe your services, prices, durations, and availability truthfully, and keep them current.
- Honor bookings. Make reasonable efforts to honor confirmed appointments, and communicate promptly with Guests when a change or cancellation is unavoidable.
- Publish your own policies. Set, display, and consistently apply your own cancellation, no-show, and refund policies. Those policies are between you and your Guests.
- Handle Guest data responsibly. Use personal information collected through the Service only to run your business and serve your clients, consistent with our Privacy Policy and applicable law.
You are responsible for the conduct of your staff on the platform and for all content you publish through the Service, including your website content, service descriptions, and messages sent to Guests.
5. Guest Bookings and Payments
When a Guest books an appointment or buys a gift card through a Merchant’s booking page, the resulting transaction is solely between the Guest and the Merchant. The Merchant is the seller of record.
- Refunds, reschedules, cancellations, and no-show charges are governed by the Merchant’s own policies as presented at the time of booking. Requests should be directed to the Merchant.
- Payment is collected and processed by the Merchant’s payment processor and is subject to that processor’s terms.
- We send transactional messages - such as booking confirmations and appointment reminders - on the Merchant’s behalf.
We do not provide, supervise, or guarantee the services Merchants sell, and we are not responsible for their quality, safety, legality, or delivery. Any dispute about an appointment, treatment, or charge should be raised with the Merchant first.
6. Fees
Kelsie offers free and paid plans. Current plan prices, billing intervals, included usage, and feature limits are shown on our Pricing page and in the billing section of your workspace. Prices are stated in United States dollars unless we say otherwise.
- Subscriptions. Paid plans renew automatically for the monthly or annual billing interval you select until cancelled. Stripe processes subscription payments on our behalf. You authorize us and Stripe to charge the payment method on file for each renewal, applicable taxes, and purchases you approve.
- Cancellation and plan changes. You can manage or cancel a paid plan through the billing portal. Unless the billing portal says otherwise, cancellation takes effect at the end of the current paid period. Downgrading may reduce available locations, team seats, features, or usage when the change takes effect.
- Usage limits. Each plan includes stated allowances for guest conversations, administrator AI requests, approved AI actions, voice time, and outbound email. Usage is measured during the applicable billing period. When an allowance is exhausted, the affected feature may pause until the next period, a plan upgrade, or the purchase of additional usage.
- Additional usage. Prepaid usage packs add the quantity shown at checkout to the current billing period. They do not renew automatically and unused quantities expire at the end of that period. Except where required by law, usage-pack purchases and partially used subscription periods are non-refundable.
- Failed payments. If a payment fails or remains overdue, we may retry the charge, ask you to update your payment method, restrict paid features, or move the workspace to the free plan after reasonable notice.
- Price changes. We may change plan prices or allowances. We will give affected subscribers reasonable advance notice before a material change applies to a future renewal.
- Payment-processing fees are charged by payment processors under their own agreements with the Merchant and are separate from any subscription or usage fees we charge. Guest payments collected by a Merchant are also separate from the Merchant's payments to Kelsie.
7. AI and Automated Features
The Service may include AI-assisted features, including Kelsie Chat for Merchant users and a website assistant on Merchant pages. These features may send the prompt you enter and relevant, tenant-scoped business context to our AI service provider so a response can be generated. Our Privacy Policy explains this processing in more detail.
- AI output can be incomplete, outdated, or wrong. You must review it before relying on it or sharing it with a client.
- Copilot read tools may inspect authorized business information. A write action pauses for explicit human approval and is not complete until the Service reports a successful result.
- Do not use AI output as medical, legal, financial, or other professional advice, or as the sole basis for a decision that has a legal or similarly significant effect on a person.
- Do not include unnecessary sensitive information in a prompt. In particular, do not paste medical histories, payment-card data, passwords, or government identifiers into the assistant.
- We may apply usage limits, suspend an AI feature, or change the model or provider to protect users, control abuse, or maintain the Service.
8. Data Ownership
As between you and us, Merchants own their business data - service menus, prices, schedules, staff records, client lists, booking history, and website content entered into the Service.
You grant us a limited, non-exclusive, worldwide license to host, store, process, transmit, and display that data solely as needed to operate, secure, support, and improve the Service - for example, showing your calendar to your staff, publishing your booking page, or sending a confirmation email to a Guest. We claim no other rights in your data.
On request, or when your account closes, we will provide reasonable assistance to export your data, and we will delete or de-identify it as described in our Privacy Policy.
9. Acceptable Use
You agree not to:
- use the Service for anything unlawful, deceptive, or harmful;
- send spam or unsolicited marketing through the Service’s email or messaging features;
- misrepresent your identity, your business, or the services you offer;
- upload malicious code, or probe, scan, or attempt to breach the security of the Service or access another Merchant’s data;
- scrape or harvest data from the Service, or access it by automated means other than interfaces we publish for that purpose;
- reverse engineer or copy the Service, except where the law permits it despite this restriction;
- resell, sublicense, or white-label the Service without a written agreement with us; or
- interfere with the operation of the Service or impose an unreasonable load on its infrastructure.
We may investigate suspected violations and may suspend or terminate accounts involved in them.
10. Availability and Disclaimers
Kelsie is in early access. The Service is provided “as is” and “as available”, without warranties of any kind, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
We work hard to keep the Service fast, accurate, and available, but we do not warrant that it will be uninterrupted, error-free, or free of harmful components, and features may change or be discontinued as the product matures. We are also not responsible for the acts or omissions of third-party services the platform relies on - such as hosting providers, email delivery services, or payment processors - although we choose and monitor them with care.
11. Limitation of Liability
To the maximum extent permitted by law, we will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, lost data, or loss of goodwill, arising out of or relating to the Service or these terms - even if we have been advised that such damages are possible.
To the maximum extent permitted by law, our total aggregate liability for all claims arising out of or relating to the Service or these terms will not exceed the greater of (a) the amounts you paid us for the Service in the twelve months before the event giving rise to the claim, and (b) one hundred United States dollars (US$100).
Nothing in these terms excludes or limits liability that cannot be excluded or limited under applicable law.
12. Termination
- You may stop using the Service and close your account at any time.
- We may suspend or terminate your access if you materially breach these terms, use the Service unlawfully, or create genuine security or legal risk for us or for other users. Where practicable, we will give you notice and a chance to cure first.
- When an account closes, the right to use the Service ends. We will handle the account’s data - including a reasonable export window - as described in our Privacy Policy.
Sections that by their nature should survive termination - including data ownership, disclaimers, limitation of liability, and governing law - survive it.
13. Changes to These Terms
We may revise these terms from time to time. If a change is material, we will give notice before it takes effect - for example, by email or by a notice in the dashboard - and where practicable at least 14 days in advance. The “Last updated” date above reflects the current version. Continued use of the Service after a change takes effect constitutes acceptance of the revised terms.
14. Governing Law
These terms, and any dispute arising out of or relating to them or to the Service, are governed by the laws of Jamaica, without regard to conflict-of-law rules. The courts of Jamaica have exclusive jurisdiction over any such dispute, and each party submits to that jurisdiction. Before bringing a formal claim, please contact us - most concerns can be resolved quickly and informally.
15. Contact
Questions about these terms are welcome at support@kelsieai.com.