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.

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. Paid plans (for example "Pro" and "Business") are billed via Stripe and may include:

  • A base monthly subscription fee; and
  • Additional metered charges based on the number of AI messages or similar usage metrics.

Usage for billing purposes on paid plans is calculated based on the number of AI assistant messages successfully generated and sent by the Platform to your customers (outgoing messages), as recorded by our systems and Stripe's usage-based billing tools. Messages that your customers send to you are not counted towards AI message usage for billing.

Each paid plan includes a monthly allowance of AI assistant messages, as described on our pricing page or at checkout (for example, the Pro plan may include around 2,000 AI assistant messages per billing period and the Business plan may include around 10,000 AI assistant messages per billing period). Once your included allowance is used, additional AI assistant messages may incur per-message charges (for example, approximately US$0.02 per extra message on Pro and US$0.015 per extra message on Business), in each case as displayed at checkout or in your Stripe Customer Portal at the time of purchase. We may update plan inclusions and prices from time to time.

All prices are displayed in the currency shown at checkout and may be subject to change. Any applicable taxes (such as GST/VAT) may be added as required by law. By starting a subscription, you authorise us (via Stripe) to charge your selected payment method on a recurring basis until you cancel.

6. Free Plan, AI Usage Limits and Storage Quotas

6.1 Free plan and AI limits

We currently offer a limited free plan which includes a small allowance of automated AI replies per workspace (for example, around 10 AI assistant replies). The remaining allowance is displayed in your dashboard. The exact allowance and rules for the free plan may change over time and will be shown in the product UI.

Once your free AI allowance is exhausted, the Platform may:

  • Stop sending new automated AI replies to your customers; and
  • Queue new incoming WhatsApp messages for manual (human) replies instead of AI replies; and/or
  • Disable or restrict certain AI-powered features such as new knowledge base uploads or website scraping until you upgrade to a paid plan or we reset or change the free allowance.

Our internal usage counters are the authoritative record for whether your free AI allowance has been used. The dashboard display may have a short delay but is intended to reflect those counters as closely as practicable.

6.2 Storage limits, extra storage and link to your plan

Each workspace has a storage allocation which is used for your knowledge base and website content. This includes, for example:

  • Files you upload (such as PDFs, CSVs, images and documents);
  • Content we scrape from URLs you provide (e.g. FAQ pages and website text);
  • Derived data we generate to power search and retrieval (for example, processed text snippets or vector embeddings).

Conversation messages and AI replies are not counted toward your storage quota. They are billed separately through your plan’s usage-based (per-message) metering. Your storage limit therefore only applies to uploaded or scraped knowledge sources and their derived data.

Your current storage usage and limit are displayed in the dashboard (for example, approximately 0.1 GB on the Free plan, with higher limits such as 5 GB on Pro and 25 GB on Business, subject to change over time). We may adjust plan storage limits from time to time and will display the current limits in the product.

If you reach or exceed your storage limit, we may temporarily block or restrict new uploads or new website scraping until you:

  • Delete existing content to free up space; and/or
  • Purchase additional storage capacity (for example, via a storage top-up add-on) where offered.

Extra storage purchased as an add-on increases the maximum storage capacity for your workspace. Unless we clearly state that a particular top-up is time-limited (for example, a promotional or trial add-on), storage top-ups are generally persistent across plan changes. This means that if you later downgrade from a paid plan to another plan (including the Free plan), your total storage capacity will usually equal the base storage limit of your new plan plus any persistent top-up capacity you have purchased for that workspace.

Previously stored data continues to count towards your used storage. After a downgrade, it is possible for your used storage to be close to or above the base limit of your new plan, but still within your combined entitlement (base limit + any persistent top-ups). Where your stored data exceeds the capacity available under your current plan and top-ups (for example, if we change limits or remove a time-limited promotional top-up), we may restrict uploads or require you to delete data as described below.

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 (for example, older chat history or large files); and/or
  • Require you to delete content so that your usage falls within the storage limits of your then-current plan plus any persistent storage top-ups; and/or
  • After a reasonable retention period (for example, around 30 days from downgrade or expiry), permanently delete some or all stored content (including chats, uploaded files and derived data), particularly where your stored data exceeds the storage that is available to you under your then-current plan and any applicable top-ups.

We will take reasonable steps (for example, in-app notices or emails) to let you know when your plan has ended or been downgraded and when data may be deleted. You are responsible for exporting or backing up any important information before it is removed.

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 & 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.

11. 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.

12. 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).

13. 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.

14. 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.

15. 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.

16. Contact

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