Terms and Conditions & Privacy Policy

Last updated: November 2025

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.

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.