Terms of service

1. The service

Heedium provides an AI assistant that answers customers on your website, Zalo OA and Facebook Messenger based on the documents the business adds, together with a dashboard for viewing conversations, handing them over to staff and adding documents.

2. Early trial period

Heedium is in an early trial period: the service is provided free of charge, with no payment card required. During this period, features may change, be paused or be limited so that we can improve the product.

Each new account gets a 14-day trial from the time it is approved. Trial limits, how answers are counted (answers in which the bot says it does not have the information are not counted), payment and refunds are set out on the “Trials and refunds” page, which forms part of these terms.

If the service starts charging in the future, we will give at least 7 days' notice. You can choose to continue or stop using it, and you will not be charged unless you have agreed.

3. Accounts

• You provide accurate information when signing up and keep your password secret.
• The account owner is responsible for the members they invite and the permissions granted to them.
• Tell us immediately if you suspect unauthorized access to your account.

4. Your content

Documents, hand-written answers and other content you add belong to you. You allow Heedium to store and process them only to provide the service to you.

You confirm that you have the right to use the content you add, that the content does not violate the law or the rights of others, and that you keep information such as prices and policies up to date: the AI assistant answers according to exactly what you provide.

5. AI assistant answers

Heedium is designed to answer only from your documents and to say it does not have the information when your documents do not cover a question. Even so, AI-generated answers can still misunderstand a question or leave something out. You should test the bot, check the sources in the dashboard and add documents before turning on live answers.

The chat widget always states clearly that it is an AI assistant; you must not present the assistant as a real person. Do not use Heedium as a substitute for professional medical, legal or financial advice.

6. Your customers' data

For the data of customers who chat on your website, Zalo OA and Facebook Messenger, you are the data controller and are responsible for having a legal basis for processing it, informing customers (for example by turning on the consent checkbox and linking to your privacy policy), and responding to customers' requests about their data.

Heedium processes this data on your behalf, in accordance with the Privacy policy, and provides tools to look up, download and delete each customer's data.

7. Prohibited uses

• Sending spam, or fraudulent, impersonating or unlawful content, through Heedium.
• Adding documents that contain other people's personal data without the right to do so.
• Trying to access other businesses' data, attacking, probing or scanning the system, or overloading it.
• Using Heedium to get around the messaging limits or policies of Zalo or Meta.

8. Third-party channels

When you connect a Zalo OA or a Facebook Page, you must also comply with Zalo's or Meta's terms. Heedium is not responsible for interruptions or changes caused by Zalo, Meta or other third-party platforms.

9. Limits, suspension and termination

To prevent abuse, the service limits the number of messages and documents. We may suspend accounts that violate these terms and will explain why when we can.

You can stop using the service at any time. Data after termination is handled in accordance with the Privacy policy.

10. Limitation of liability

During the early trial period, the service is provided as is. To the extent permitted by law, Heedium is not liable for indirect damages arising from the use of, or inability to use, the service, or from answers based on inaccurate documents.

11. Governing law and disputes

These terms are governed by Vietnamese law. Disputes will first be resolved by negotiation; if that fails, they will be settled by the competent court under Vietnamese law.

12. Changes and contact

When these terms change, we update the date at the top of the page and give advance notice of significant changes by email or in the dashboard.

Heedium. Email: info@heedium.com.