1. Acceptance of Terms
By creating an account, joining the beta, or using any part of Phenee ("Service"), you agree to be bound by these Terms of Service and our Privacy Policy. If you are using the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.
If you do not agree to these Terms, do not use the Service.
2. The Service
Phenee provides an AI-powered customer support widget that businesses embed on their websites or apps. The Service includes:
- Knowledge base ingestion and semantic search
- AI chat responses grounded in your uploaded content
- Conversation analytics and reporting
- Integrations with third-party platforms (e.g. Facebook Messenger, Shopify)
- A dashboard for managing content, widget configuration, and billing
ThinkGrid Labs reserves the right to modify, suspend, or discontinue any part of the Service at any time. We will provide reasonable notice for material changes that affect paid subscribers.
3. Your Account
You are responsible for maintaining the confidentiality of your account credentials. You must:
- Provide accurate and complete information when creating your account
- Keep your login credentials secure and not share them with third parties
- Notify us immediately at support@phenee.com if you suspect unauthorised access
- Ensure all users under your account comply with these Terms
ThinkGrid Labs is not liable for any loss or damage resulting from unauthorised access to your account where you have failed to keep your credentials secure.
4. Acceptable Use
You agree not to use the Service to:
- Violate any applicable law or regulation
- Upload content that is unlawful, defamatory, infringing, or harmful
- Attempt to reverse-engineer, scrape, or extract the underlying AI models or infrastructure
- Use the Service to generate spam, misinformation, or deceptive content
- Circumvent usage limits, rate limits, or access controls
- Resell or sublicense the Service without written permission from ThinkGrid Labs
Violations may result in immediate suspension or termination of your account without refund.
5. Your Content
You retain full ownership of all documents, knowledge base content, and other materials you upload to Phenee ("Your Content"). By uploading content, you grant ThinkGrid Labs a limited, non-exclusive, royalty-free licence to store, index, and process Your Content solely to provide the Service.
You represent and warrant that:
- You own or have the necessary rights to upload and use Your Content
- Your Content does not infringe the intellectual property rights of any third party
- Your Content complies with all applicable laws
We do not train AI models on Your Content. Your knowledge base is used exclusively to generate responses within your own widget. It is never shared with other customers or used to improve our general models.
6. Subscription & Billing
Phenee is offered on a subscription basis. By subscribing to a paid plan, you agree to pay the applicable fees. Key billing terms:
- Subscriptions auto-renew monthly or annually depending on your chosen billing cycle
- You may cancel at any time from your billing settings; cancellation takes effect at the end of the current period
- Mid-cycle plan upgrades are prorated automatically
- All fees are non-refundable except where required by applicable law
- ThinkGrid Labs may update pricing with 30 days' notice to existing subscribers
Every plan includes a 14-day free trial. No credit card is required to start the trial. If you do not add a payment method before the trial ends, your account will be downgraded and your widget will be deactivated until a plan is selected.
7. Intellectual Property
The Phenee platform, including all software, algorithms, UI design, trademarks, and associated intellectual property, is and remains the exclusive property of ThinkGrid Labs and its licensors. Nothing in these Terms grants you any ownership interest in the Service. You may not copy, modify, distribute, sell, or create derivative works based on any part of the Service without express written permission.
8. Disclaimer of Warranties
The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. ThinkGrid Labs does not warrant that the Service will be uninterrupted, error-free, or that AI responses will be accurate in all cases. While Phenee is designed to minimise hallucinations through grounded retrieval, AI-generated responses should be reviewed before being relied upon for critical decisions.
9. Limitation of Liability
To the maximum extent permitted by applicable law, ThinkGrid Labs and its directors, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages — including loss of profits, data, goodwill, or business interruption — arising from your use of or inability to use the Service, even if advised of the possibility of such damages. Our total cumulative liability to you in any 12-month period shall not exceed the total fees you paid to us in that period.
10. Termination
You may cancel your account at any time. ThinkGrid Labs may suspend or terminate your account immediately if:
- You breach these Terms or our Acceptable Use policy
- Your payment fails and is not remedied within 7 days
- We are required to do so by law or regulatory order
Upon termination, your access to the Service will cease. Your content and data will be retained for 30 days during which you may request an export, after which it will be permanently deleted.
11. Governing Law
These Terms shall be governed by and construed in accordance with the laws of the Philippines, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts located in the Philippines.
12. Changes to These Terms
ThinkGrid Labs reserves the right to update these Terms at any time. For material changes, we will provide at least 30 days' notice via email before the new terms take effect. Continued use of the Service after that date constitutes your acceptance of the updated Terms. The effective date at the top of this page reflects the most current version.
13. Contact Us
If you have questions about these Terms or need to report a violation: