Terms of Service

Last updated [DD] [Mon] 2026

These terms govern your use of the Shundo chatbot service, operated by [Provider Legal Name] (referred to in these terms as “Shundo”, “we”, “us”, or “the Provider”). By subscribing to the Service or submitting an order through the Shundo website, you agree to be bound by these terms.

If you are entering these terms on behalf of a business, you confirm you have authority to do so, and references to “you” or “the Customer” mean that business.

1. Definitions

In these terms:

• “Service” means the Shundo AI chatbot platform, including the chatbot widget, the knowledge base generation pipeline, and the supporting infrastructure operated by the Provider.
• “Provider”, “we”, “us” means [Provider Legal Name].
• “Customer”, “you” means the person or business that subscribes to the Service.
• “Subscription Term” means the recurring period (typically monthly) during which you have an active paid subscription to the Service.
• “Plan” means the tier of Service you have selected (such as Basic, Growth, or Enterprise) as offered on the Shundo website.
• “Knowledge Base” or “KB” means the structured representation of your website content that the Service generates and uses to answer visitor questions.
• “Embed” means the JavaScript snippet or iframe code we provide for placing the chatbot on your website.
• “Visitor” means any end user who interacts with the chatbot on your website.

2. The Service

Shundo provides an AI-powered chatbot for small businesses. We scrape the website you nominate during onboarding, generate a Knowledge Base from its content, and host an embeddable chat widget that uses the Knowledge Base together with a large language model to answer Visitor questions.

The Service runs on Provider-managed infrastructure. Specific features available to you depend on your Plan and are described on the Shundo website. We may add, change, or remove features over time on reasonable notice.

3. Subscription & Billing

Fees. You agree to pay the fees applicable to your selected Plan as displayed on the Shundo website at the time of subscription, including any one-off setup fee. Fees are exclusive of GST unless otherwise stated and are charged in New Zealand dollars.

Setup fee. Where a one-off setup fee applies, it is charged at the start of your subscription and is non-refundable once we have begun the onboarding work (KB generation and chatbot deployment).

Recurring fees. Recurring subscription fees are charged in advance, on a monthly cycle, via the payment method you provide at signup. We use Stripe as our payment processor; your card details are held by Stripe and never by us.

Failed payments. If a recurring payment fails, we will attempt to contact you and may suspend the Service if the failure is not resolved within a reasonable period.

Fee changes.We may change the fees for any Plan on at least 30 days’ notice in advance of your next billing cycle. Continued use of the Service after the change takes effect constitutes acceptance of the new fees. If you do not accept a fee change, you may cancel as set out in section 8.

Partial-month refunds. Subscription fees already paid for the current month are non-refundable on cancellation, except where required by law. The Service remains available to you through the end of the period you have paid for.

4. Customer Obligations

You agree that:

• The website URL, business details, and contact information you provide are accurate and lawfully under your control.
• You will not use the Service to publish, promote, or generate content that is unlawful, defamatory, deceptive, harassing, or that infringes another party’s rights.
• You are responsible for the responses the chatbot generates on your website. You will review the deployed chatbot’s behaviour and notify us if you become aware of inaccurate, misleading, or harmful output.
• You will not attempt to reverse-engineer, scrape, or otherwise extract the underlying models or platform code beyond the documented Embed integration.
• You will not use the Service to send unsolicited communications or to circumvent any rate limits, usage caps, or security controls.

5. Intellectual Property

Your content stays yours. You retain all ownership of the content on your website and any content you supply to us during onboarding. Generating a Knowledge Base from your website does not transfer ownership of that content to us.

Licence to operate the Service. You grant the Provider a non-exclusive, worldwide, royalty-free licence to access, copy, process, and display your website content and other materials you supply for the limited purpose of providing and improving the Service to you.

Our platform stays ours. We retain all ownership of the Service itself, including the chatbot widget code, the Knowledge Base generation pipeline, the underlying infrastructure, our trademarks, and the Shundo brand. Nothing in these terms transfers any of those rights to you. You receive only the right to use the Service as described in these terms during your Subscription Term.

Visitor conversations. Conversations between Visitors and the chatbot are processed to deliver the Service. We may use de-identified, aggregated chat data to monitor and improve the Service, subject to our Privacy Policy.

6. Service Availability

We will use reasonable efforts to keep the Service available, but we do not guarantee uninterrupted or error-free operation. The Service depends on third-party infrastructure (including our hosting provider, our workflow engine, and the large language model provider). Outages or changes in those dependencies may affect availability.

We may carry out scheduled maintenance and will give reasonable notice where we expect noticeable disruption.

No formal SLA pre-launch. Pre-launch, we do not offer a contractual uptime guarantee or service credits. We will document any formal SLA in writing if one is added to your Plan in future.

We are not liable for failures or delays caused by events outside our reasonable control, including network outages, third-party service failures, natural disasters, or actions of government authorities.

7. Data & Privacy

How we collect, use, store, and share personal information is described in our Privacy Policy. By using the Service you acknowledge that you have read the Privacy Policy.

If your use of the Service involves processing personal information of your own customers or Visitors, you remain responsible for your obligations under the Privacy Act 2020 (or any other applicable privacy law) in respect of that information.

8. Term & Termination

Term. These terms apply from the date you start your subscription and continue until terminated as described below.

Cancellation by you. You may cancel your subscription at any time by contacting us at info@shundo.nz. Cancellation takes effect at the end of the current billing period. Subscription fees already paid for the current period are non-refundable.

Termination by us. We may suspend or terminate your subscription:

• if you materially breach these terms (including failing to pay, breaching section 4, or using the Service unlawfully);
• if we are required to do so by law; or
• on at least 30 days’ notice for any other reason.

Effect of termination. On termination:

• the chatbot Embed will stop functioning on your website;
• we will retain your Knowledge Base and submission data for 30 days, after which it will be deleted unless you ask us in writing to retain or return it (subject to anything we are required to keep by law);
• any fees paid in advance for periods after the termination date will be refunded on a pro-rata basis only if we terminated for reasons other than your breach.

9. Liability & Indemnity

Limitation of liability. To the maximum extent permitted by law, our total liability to you under or in connection with these terms (whether in contract, tort, or otherwise) is limited to the total fees you have paid us under these terms in the 12 months immediately before the event giving rise to the claim.

Excluded loss. We are not liable for indirect, incidental, special, or consequential loss, including loss of profits, loss of revenue, loss of data, or loss of business opportunity.

Consumer law. Nothing in these terms limits or excludes any guarantee, warranty, condition, or remedy that cannot lawfully be limited or excluded. If you acquire the Service for the purposes of a business, you agree that the Consumer Guarantees Act 1993 does not apply.

Your indemnity. You agree to indemnify the Provider against any claim, loss, or expense arising out of:

• your breach of section 4 (Customer Obligations);
• the content of your website or Knowledge Base infringing the rights of any third party; or
• any unlawful or unauthorised use of the Service through your subscription.

10. Changes to These Terms

We may update these terms from time to time. If we make a material change, we will notify you by email (using the address on your subscription record) or by a notice on the Shundo website at least 30 days before the change takes effect. Continued use of the Service after the change takes effect constitutes acceptance of the updated terms. If you do not accept the updated terms, you may cancel as described in section 8.

11. Governing Law

These terms are governed by the laws of New Zealand. You and the Provider submit to the exclusive jurisdiction of the New Zealand courts in respect of any dispute arising out of these terms.

12. Contact

Questions about these terms can be sent to info@shundo.nz.