Terms and Conditions

1. The agreement

These terms form a contract between Donna( “we”, “us”) and the organisation or person using Donna(“you”). They cover the website at donna.do, the app you install on your help desk, and anything else we provide with them. Our Privacy Policy and Refund Policy are part of them.

You must be able to enter a contract, and if you accept on behalf of a company you confirm you may bind it. You are responsible for your workspace, for the teammates you invite to it, and for what they do with it.

2. What the service is

Donna is an independent third-party app that you authorise on your own help desk account. She reads the conversations you point her at, drafts and sends replies in them, calls the endpoints you switch on, and hands a thread to a person when your rules say she should. Installing her does not change your widget, routing, triggers or team permissions, and removing the app leaves the inbox as it was.

We are not affiliated with, endorsed by or sponsored by Crisp, Zendesk, Intercom or any other help desk. Each name is a trademark of its owner. Your use of their product is governed by your agreement with them, not by these terms, and we are not responsible if they change or withdraw the interfaces we rely on.

3. AI output, and your responsibility for it

Donna generates text with a language model. Model output can be wrong, incomplete or inappropriate, and it is not legal, financial, medical or professional advice. Every reply she sends is sent in your name, in your inbox, where your team can read it — you remain responsible for what reaches your customers.

Use the controls: keep your instructions accurate, say what you never promise, set handoff rules for anything that should wait for a person, and review threads. Do not use Donna for decisions with a legal or similarly significant effect on an individual without a person in the loop.

4. Plans, billing and price

• Plans and their prices are as published on the pricing page. Paid plans are billed monthly in advance and renew automatically until cancelled.
• Prices are tax inclusive: the price shown is what you pay.
• Seats are included in the plan rather than charged per head. Passing the seat limit of a plan means moving to the plan above it.
• Payments are processed by Paddle.com Market Ltd, the merchant of record for the sale, which issues your invoices and handles tax.
• If a payment fails we may retry it and, after notice, suspend or downgrade the workspace until it is settled.

We may change prices. A change never applies to a period you have already paid for, and we will give you at least 30 days' notice by email before it affects your renewals — long enough to cancel first. Where a plan was sold at a launch price locked in while you stay subscribed, that remains true for as long as the subscription runs uninterrupted.

5. Model costs and your own key

Donnaruns on your own model provider key. Those costs are billed to you by that provider, at their published rates — we never mark them up or resell tokens. Keeping that key funded and within its limits is your responsibility, and the provider's own terms and rate limits apply to what passes through it. Where you use a key we supply to get started, that usage is metered and passed through at cost on your invoice.

6. Cancelling and refunds

You may cancel at any time. Cancelling stops the next renewal and leaves your access running to the end of the period you have paid for. Refunds are governed by our Refund Policy, which gives a full refund on request within 14 days of any charge.

7. Acceptable use

You agree not to use Donna to:

• break the law, infringe someone's rights, or send spam, scams or deceptive messages;
• impersonate a person or organisation, or present her replies as coming from someone they do not;
• handle data you are not allowed to send to a third-party processor, or feed her credentials, card numbers or special-category personal data you have no lawful basis to share;
• attack, probe or reverse-engineer the service, work around its limits, or resell it as your own;
• point her at endpoints you do not control or are not authorised to call.

We may suspend a workspace immediately where use of it threatens the service, another customer, or the law, and we will tell you why and work with you to put it right.

8. Your data and ours

Your conversations, instructions and configuration remain yours. You grant us only the licence needed to run the service for you: to process that content, send it to the model provider you chose, store it, and show it back to your team. We do not train models on it. Our handling of it is described in the Privacy Policy, which also forms our data processing terms.

The software, the site, the brand and everything we build remain ours. Feedback you send us we may use freely, with no obligation.

9. Availability

We work to keep the service up and will give notice of planned maintenance where we reasonably can, but we do not promise uninterrupted or error-free operation, and the Free plan is provided as-is with no availability commitment. We depend on help desks, model providers and hosting we do not control. Where an outage on our side materially affects a paid period, the Refund Policy says what you get.

10. Termination

You may stop using the service and delete your workspace at any time; deleting it deletes the conversations with it. We may terminate this agreement on 30 days' notice, or immediately for a material breach of these terms that is not cured within 14 days of us asking. If we terminate without cause, we refund the unused part of any period you have paid for.

11. Warranties and liability

Except as these terms expressly say, the service is provided “as is” and we disclaim all other warranties to the extent the law allows, including fitness for a particular purpose and the accuracy of model output.

Neither party is liable for indirect or consequential loss, lost profits, lost revenue or lost data. Our total liability arising out of or relating to this agreement in any 12-month period is limited to the amounts you paid us for the service in the 12 months before the claim. Nothing here excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded — and if you are a consumer, your statutory rights are unaffected.

You will indemnify us against third-party claims arising from your content, your instructions, or your use of the service in breach of these terms.

12. Changes to these terms

We may update these terms. For a material change we will give notice by email or in the app at least 30 days before it takes effect, and continuing to use the service after that date accepts the new version. If you would rather not, cancel before it takes effect and we will refund the unused part of the period.

13. General

You may not assign this agreement without our consent; we may assign it to a successor of the business. If a clause is unenforceable the rest survives. Not enforcing a right is not a waiver of it. These terms, with the policies they reference, are the whole agreement between us.

Questions about these terms go to hello@donna.do.