Terms and Conditions & Privacy Policy

Last updated: January 2026

These Terms and Conditions, together with our Privacy Policy (collectively, the "Terms"), govern your access to and use of CaseAI.ai and its associated web application, API integrations and related services (collectively, the "Platform"). The Platform is owned and operated by an individual / business trading as CaseAI, based in Sydney, New South Wales, Australia. References to "we", "us" and "our" are to this business.

By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, you must not access or use the Platform.

1. About Us

CaseAI is a SaaS platform that helps businesses run AI-assisted customer conversations on WhatsApp. For any questions relating to these Terms, your account or your data, you can contact us at support@caseai.ai.

2. Platform Overview

The Platform provides tools that allow you to:

  • Register and sign in using email or social login (via Clerk);
  • Connect a WhatsApp Business account / WhatsApp Cloud API number for customer messaging;
  • Configure knowledge sources, instructions and settings for an AI assistant;
  • Send and receive WhatsApp messages where AI may draft or send replies using large language models (LLMs); and
  • View dashboards, logs and usage information, including AI assistant message counts (outgoing messages sent by the Platform) and subscription status.

The Platform integrates with several third-party services, including but not limited to:

  • Clerk – for authentication and user management;
  • Stripe – for subscription management and billing;
  • Meta's WhatsApp Business / Cloud API – for message delivery;
  • OpenAI (and similar LLM providers) – for AI/LLM responses;
  • A managed SQL/Postgres database and other cloud infrastructure – for storing configuration and logs.

3. Account and Eligibility

  • You must be at least 18 years of age to use the Platform.
  • You must provide accurate and complete information during sign-up and keep your details up to date.
  • You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

We reserve the right to suspend or terminate accounts that we suspect are being used for fraudulent, abusive or illegal purposes, or in breach of these Terms.

4. Use of Services

You agree to use the Platform for lawful business purposes only. You must not:

  • Use the Platform in a way that violates applicable laws, including spam, privacy, or telecommunication laws;
  • Attempt to reverse-engineer, bypass, scrape or misuse our APIs or any integrated third-party services (including WhatsApp and OpenAI);
  • Use the Platform to send harassing, hateful, misleading or harmful messages; or
  • Share, resell or sublicense your account without our consent.

We may suspend or limit your access if we reasonably believe your use poses a security, legal or reputational risk.

5. Subscriptions, Pricing and Billing

CaseAI operates on a subscription model supplemented by one-time purchases. Paid plans (for example "Starter", "Pro" and "Business") are billed via Stripe.

5.1 Monthly Allowances vs. Top-up Credits

Monthly Allowance: Each subscription plan includes a recurring monthly allowance of AI Messages (e.g., 500 messages/month for Starter). This allowance resetsat the start of each billing cycle. Unused monthly credits do not roll over to the next month.

Extra Message Credits (Top-ups): If you exhaust your monthly allowance, you may purchase one-time "Top-up Packs" of AI Message credits. Unlike the monthly allowance, these purchased credits do not expireand remain in your account until used, provided your account remains active.

Order of Usage: The Platform automatically consumes your monthly allowance first. Your Extra Message Credits are only consumed after the monthly allowance is fully depleted.

5.2 WhatsApp Business / Meta messaging fees

Your CaseAI subscription and credit purchases cover the software and AI intelligence generation. They do not cover Meta's direct WhatsApp network fees. You are solely responsible for these fees, which are billed directly by Meta to the payment method in your WhatsApp Manager.

Important distinctions on Meta charges:

  • Standard Replies (Service Conversations): Under current Meta pricing, the first 1,000 user-initiated conversations each month are typically free.
  • Re-opening Chats (Utility Templates): If you or the AI reply to a customer after the 24-hour service window has closed, the Platform must use a "Utility Template". These are NOT free. Meta charges a per-conversation fee immediately (typically approx USD $0.05 – $0.15 depending on the country) to deliver this template.

We encourage you to monitor your usage in your WhatsApp Manager. We are not liable for any charges incurred due to high conversation volumes.

5.3 Automated Template Management

To ensure the AI Agent can operate autonomously, you explicitly authorize CaseAI to access your WhatsApp Business Account settings via API to automatically create and manage Message Templates. Specifically, we will create a "reopen_chat" (Utility) template. This enables the AI to re-engage with customers who have not messaged you in over 24 hours. You acknowledge that sending this template incurs the costs described in Section 5.2 above.

6. Free Plan, AI Usage Limits and Storage Quotas

6.1 Free plan limits

We currently offer a limited free plan which includes a small allowance of automated AI replies per workspace. Once this allowance is exhausted, the AI will stop replying to new messages.

Note: The purchase of Extra Message Credits (Top-ups) and Extra Storage is not available on the Free plan. You must upgrade to a paid subscription (Starter or higher) to purchase add-ons.

6.2 Storage limits and One-time Top-ups

Each workspace has a storage allocation which is used for your knowledge base content (PDFs, website scrapes, etc).

Conversation messages and AI replies are not counted toward your storage quota.

Storage Top-ups: You may purchase additional storage capacity via one-time payments. Like message credits, purchased storage ispersistent and remains attached to your workspace as long as your account exists, even if you change between paid plans.

6.3 Data retention after downgrade or expiry

If your account is downgraded from a paid plan to the Free plan, or if your subscription expires or is cancelled, we may:

  • Restrict access to some or all stored content; and/or
  • Require you to delete content so that your usage falls within the storage limits of your then-current plan; and/or
  • After a reasonable retention period (for example, around 30 days from downgrade or expiry), permanently delete stored content that exceeds your limit.

7. Refunds and Cancellations

  • You can cancel your subscription at any time via the "Manage Subscription" / billing section of the dashboard (this uses the Stripe Customer Portal).
  • When you cancel, your subscription will remain active until the end of the current billing period. Access to paid features will continue until that date and will then automatically downgrade or end.
  • Refunds are generally not automatic and are reviewed on a case-by-case basis. Eligibility may depend on factors such as plan usage, storage consumption and whether substantial service value has already been provided. We may issue refunds or credits at our discretion or where required under applicable consumer laws.
  • If you believe a charge is incorrect, please contact us at support@caseai.ai within 7 days of the charge and we will review it.

8. AI Responses, WhatsApp Messaging & Disclaimer

CaseAI uses third-party AI models (such as OpenAI) to generate or suggest message content. While we aim to provide accurate and helpful replies, AI outputs are inherently probabilistic and may be incorrect, incomplete, outdated or inappropriate for a specific situation.

CaseAI uses retrieval-augmented generation (RAG) to ground many AI responses in your own business content (such as FAQs, policies, uploaded materials or website information). However, all replies are still automatically generated by AI models and may include errors, omissions, misinterpretations or contextual inaccuracies. You remain responsible for the information and messages that your AI assistant sends to end users. We recommend periodically reviewing conversation logs, your underlying source content and configuration (for example, instructions and knowledge base entries), and using human follow-up where appropriate, especially for legal, financial, medical or other high-risk communications.

We do not guarantee that any AI-generated response is correct, suitable for your use case or compliant with the rules of WhatsApp, Meta or any other third party. Your use of AI output is at your own risk.

9. Privacy Policy

We respect your privacy and handle personal information in accordance with these Terms and applicable privacy laws.

We may collect and process, for example:

  • Account data (name, email, profile information) via Clerk;
  • Authentication logs, IP addresses and usage data;
  • Configuration and content you add to the Platform (e.g. instructions, FAQ text, uploaded files or URLs);
  • Message content passing through the Platform, including WhatsApp messages, for routing, logging and AI processing; and
  • Billing-related information (non-card details are stored with us; card details are handled directly by Stripe).

We also record usage metrics such as AI reply counts and approximate storage usage in order to enforce plan limits, show you usage in the dashboard, and calculate any applicable metered charges. These metrics relate to your workspace as a whole and do not change the underlying ownership of your content.

We use this information to operate, secure and improve the Platform, provide support, monitor usage and comply with legal obligations. We do not sell your personal information. We share data only with service providers necessary to run the Platform (such as Clerk, Stripe, Meta, OpenAI and hosting/database providers) or where required by law.

Cookies and similar technologies may be used for session management, security and analytics. You can disable cookies in your browser, but some features may not work correctly.

10. Data Deletion

Users can request deletion of their CaseAI account or data at any time by emailing support@caseai.ai. Upon receiving a verified request, we will permanently delete account data, uploaded files, and associated workspace records within approximately 30 days, unless retention is required by law.

For free accounts or workspaces where a subscription has expired, been cancelled, or downgraded to the free plan, data deletion occurs automatically according to the following schedule:

  • During active billing: When a user cancels a paid subscription, the account and associated data remain accessible until the end of the current billing period.
  • Soft delete (within 30 days after billing ends): Data is flagged for deletion and access is restricted.
  • Hard delete (within 60 days after billing ends): All stored data, including uploaded files, conversation logs, and derived knowledge content, is permanently removed from our systems.

These timelines may vary slightly due to system processing or legal compliance requirements. For any data deletion inquiries, please contact support@caseai.ai.

11. Data & Intellectual Property

You retain ownership of the content you provide to the Platform, including customer messages and any knowledge base material you upload. You grant us a worldwide, non-exclusive, royalty-free licence to host, process, transmit and display that content as necessary to operate the Platform and provide the services to you.

The Platform itself, including its code, design, branding and documentation, is owned by us or our licensors. You must not copy, modify, distribute or create derivative works from the Platform except as allowed by these Terms or with our prior written consent.

12. Limitation of Liability

  • The Platform is provided on an "as-is" and "as-available" basis. We do not guarantee uninterrupted or error-free operation.
  • We are not liable for downtime, data loss or interruptions caused by third-party providers such as Stripe, Clerk, Meta/WhatsApp, OpenAI or our hosting/database providers.
  • To the maximum extent permitted by law, our total aggregate liability arising out of or relating to the Platform or these Terms is limited to the amount you paid us in subscription fees in the six (6) months immediately preceding the event giving rise to the claim.
  • Nothing in these Terms limits any rights you may have under non-excludable consumer laws.

13. Termination

You may stop using the Platform at any time and may cancel your subscription as described in Section 7. We may suspend or terminate your access if you breach these Terms, misuse the Platform, or if we are required to do so by law or by a partner platform (e.g. Meta / WhatsApp).

14. Dispute Resolution

If a dispute arises in connection with these Terms or your use of the Platform, both parties agree to first attempt to resolve the matter informally by email. If it cannot be resolved within a reasonable time, the parties agree to consider mediation in Sydney, Australia before commencing court proceedings, except where urgent injunctive relief is required.

15. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Each party submits to the exclusive jurisdiction of the courts of New South Wales and the Commonwealth of Australia.

Users accessing the Platform from outside Australia do so at their own initiative and are responsible for compliance with local laws where applicable.

16. Changes to These Terms

We may update these Terms from time to time, for example to reflect changes in the Platform, legal requirements or third-party services. We will take reasonable steps to notify you of material changes (such as by email or in-app notice). Your continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.

17. Contact

If you have any questions about these Terms or how we handle your data, please contact us at support@caseai.ai.