Terms of Service

These Terms of Service (“Terms”) constitute a binding agreement between you (“Customer,” “you”) and Camello (“Camello,” “we,” “us”), based in Colombia.

By creating an account or using the Camello platform at camello.xyz (the “Service”), you agree to be bound by these Terms. If you do not agree, do not use the Service.

• “Service” — the Camello SaaS platform, including the dashboard, AI agents, chat widget, APIs, and all related features.
• “Agent” — an AI-powered virtual assistant created and configured by you within the Service.
• “Customer Data” — any data you upload, provide, or generate through the Service, including business information, knowledge base content, conversation history, and lead records.
• “End User” — any person who interacts with your Agent through a public channel (web chat, WhatsApp, or other supported channels).
• “Subscription” — your paid plan (Starter, Growth, or Scale) as described on our pricing page.

You must provide accurate information when creating an account. You are responsible for maintaining the security of your credentials and for all activity under your account. You must notify us immediately of any unauthorized access.

You must be at least 18 years of age to use the Service. By creating an account, you represent that you meet this requirement.

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service during your active Subscription, solely for your internal business purposes.

You may not:

• Reverse-engineer, decompile, or disassemble the Service;
• Resell, sublicense, or provide the Service to third parties as a managed service;
• Use the Service to build a competing product or for competitive benchmarking;
• Circumvent usage limits, rate limits, or security measures;
• Use the Service to transmit harmful, illegal, or misleading content;
• Use Agents to impersonate real individuals without their consent.

Agents are powered by large language models (LLMs) and generate responses based on the knowledge and instructions you provide. You acknowledge that:

• AI-generated outputs may be inaccurate, incomplete, or inappropriate. You are responsible for reviewing and approving Agent actions, especially in “suggest only” and “draft & approve” autonomy modes.
• We do not guarantee any specific business outcomes, including sales conversions, response rates, or lead quality.
• AI outputs do not constitute professional advice (legal, financial, medical, or otherwise).
• You are solely responsible for ensuring your Agents comply with applicable laws and regulations in your jurisdiction.

You retain all rights to your Customer Data. By using the Service, you grant us a limited license to process your Customer Data solely to provide, maintain, and improve the Service.

We do not use your Customer Data to train AI or machine learning models. Conversation data is processed by third-party LLM providers in real time to generate responses and is not retained by those providers for training purposes.

Upon termination, you may request export of your Customer Data within 30 days. After this period, we may delete your data in accordance with our retention policies.

Billing is processed by Paddle.com as our Merchant of Record. Paddle handles payment processing, tax collection, invoicing, and refunds on our behalf. By subscribing, you also agree to Paddle’s Terms of Service.

Subscriptions renew automatically at the end of each billing cycle. You may cancel at any time through the dashboard — your access continues until the end of the current billing period.

We reserve the right to change pricing with 30 days’ notice. Price changes apply at the start of your next billing cycle.

You may request a full refund within 14 days of your initial purchase or renewal. Refund requests are processed by Paddle in accordance with Paddle’s buyer terms. After the 14-day window, no refunds are issued for unused subscription time.

Cancellation takes effect at the end of the current billing period. See our Refund Policy for full details.

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party right;
• Send spam, unsolicited messages, or deceptive content;
• Harass, abuse, or threaten End Users or others;
• Collect personal information from End Users without proper consent and legal basis;
• Distribute malware or interfere with the Service’s infrastructure;
• Process sensitive personal data (health, financial, biometric) through Agents without appropriate safeguards.

We may suspend or terminate your account if we reasonably believe you are violating this section.

Each party agrees to protect the other party’s confidential information with the same degree of care it uses for its own confidential information (but no less than reasonable care). Confidential information does not include information that is publicly available, independently developed, or rightfully received from a third party.

The Service is provided “as is” and “as available” without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Service will be uninterrupted, secure, or error-free, or that AI-generated outputs will be accurate or suitable for your needs.

To the maximum extent permitted by law, Camello’s total aggregate liability for any claims arising from or relating to these Terms or the Service shall not exceed the total fees you paid to us in the 12 months preceding the claim.

In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, regardless of cause of action.

This limitation does not apply to liability arising from gross negligence, willful misconduct, or fraud.

You agree to indemnify and hold harmless Camello from any claims, damages, or expenses (including reasonable attorneys’ fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) content or data you provide through the Service; or (d) your Agents’ interactions with End Users.

These Terms remain in effect while you use the Service. Either party may terminate by providing written notice. We may suspend or terminate your access immediately if you breach these Terms.

Upon termination: (a) your license to use the Service ceases; (b) you may request data export within 30 days; (c) sections that by their nature should survive (including Limitation of Liability, Indemnification, and Governing Law) will continue in effect.

These Terms are governed by the laws of the Republic of Colombia. Any disputes arising under these Terms shall be resolved in the courts of Bogotá, Colombia, unless otherwise required by applicable consumer protection law.

We may update these Terms from time to time. We will notify you of material changes by email or through the dashboard at least 30 days before they take effect. Continued use of the Service after changes become effective constitutes acceptance of the updated Terms.

If you have questions about these Terms, contact us at legal@camello.xyz.