Terms and Conditions
These Terms and Conditions (“Terms”) govern your access to and use of the CareFlow platform and services (“Service”), operated by CareFlow (“we,” “our,” or “us”), a company incorporated in Nigeria with registration documents held with the Corporate Affairs Commission (CAC).
By creating an account or using the Service, you (“Customer”) agree to be bound by these Terms. If you are accepting on behalf of a company or organisation, you represent that you have authority to bind that entity.
1. The Service
CareFlow provides an AI-powered customer service platform that enables businesses to deploy voice and messaging assistants, automate workflows, and integrate with third-party tools. The specific features available to you depend on the plan you subscribe to.
We reserve the right to modify, suspend, or discontinue any part of the Service at any time, with reasonable notice where practicable.
The Service may be updated automatically from time to time, including bug fixes, new features, and version upgrades. By using the Service, you consent to receiving such updates. Where an update materially changes functionality you rely on, we will provide reasonable advance notice.
2. Account Registration
To use the Service, you must register for an account and provide accurate, complete information. You are responsible for:
- Maintaining the confidentiality of your account credentials
- All activity that occurs under your account
- Promptly notifying us of any unauthorised access or security breach
You must be at least 18 years old and have legal capacity to enter into a binding contract. Accounts may not be shared, transferred, or used by more than one organisation without our written consent.
3. Subscriptions and Billing
3.1 Plans
We offer the following plan types:
- Free Trial — limited-time trial with access to select features, no charge during trial period
- Monthly Subscription — billed each calendar month
- Annual Subscription — billed annually, typically at a discounted rate
- Usage-Based — charged based on actual usage (calls, messages, API calls) as set out in our pricing schedule
3.2 Payment
Payments are processed by Stripe, our third-party payment processor. By subscribing, you authorise us to charge your payment method on the applicable billing cycle. All fees are quoted in the currency displayed at checkout and are exclusive of applicable taxes. Failed payments may result in suspension of your account.
3.3 Renewals and Cancellation
Monthly and annual subscriptions renew automatically unless cancelled before the renewal date. You may cancel at any time through your account settings. Cancellation takes effect at the end of the current billing period; we do not provide refunds for partial periods unless required by applicable law.
Annual subscriptions cancelled mid-term are not eligible for a pro-rata refund, except where required by law.
3.4 Price Changes
We may change our pricing with at least 30 days' notice. Continued use of the Service after the effective date constitutes acceptance of the new pricing.
3.5 Taxes
You are responsible for all applicable taxes, levies, or duties imposed on your use of the Service by any authority. Where we are required to collect tax (such as VAT), it will be added to your invoice.
4. Acceptable Use
You agree to use the Service only for lawful purposes and in accordance with these Terms. You must not use the Service to:
- Violate any applicable law or regulation, including Nigerian law and the laws of jurisdictions in which your end customers are located
- Conduct or facilitate deceptive, misleading, or fraudulent communications with end users
- Harass, abuse, or harm any person
- Transmit unsolicited commercial communications (spam) in violation of applicable law
- Collect personal data from end users without proper disclosure and consent
- Attempt to gain unauthorised access to the Service or its infrastructure
- Reverse-engineer, decompile, or attempt to extract the source code of the Service
- Resell or sublicense access to the Service without our prior written consent
We reserve the right to suspend or terminate your account immediately if you violate this section.
5. AI Assistants and End Customer Interactions
5.1 Your Responsibility to Disclose
When deploying AI assistants to interact with your end customers, you are solely responsible for ensuring that those customers are informed they are communicating with an automated system, where required by applicable law or regulation.
5.2 AI Content — Limitations and Prohibited Uses
You acknowledge that AI-generated responses may be inaccurate, incomplete, or inappropriate in certain contexts. You are responsible for configuring your AI assistants appropriately, reviewing their outputs, and ensuring that escalation paths to human agents are available. CareFlow does not warrant that AI responses will be error-free, and we are not liable for decisions made by your business or your end customers in reliance on AI-generated content.
You must not use AI-generated content or outputs from the Service to:
- Develop foundation models, large language models, or other AI systems that compete with CareFlow or its underlying AI providers
- Mislead any person into believing that AI-generated output was solely human-generated
- Make automated decisions that may have a detrimental impact on individual rights without appropriate human supervision
- Violate the terms or acceptable use policies of any AI service provider integrated into the Service
- Infringe, violate, or misappropriate the rights of CareFlow or any third party
Other users providing similar inputs to the Service may receive the same or similar AI-generated output. Any reliance on AI-generated content is solely at your own risk.
5.3 Emergency Services
THE SERVICE CANNOT BE USED TO CONTACT EMERGENCY SERVICES OR OBTAIN IMMEDIATE EMERGENCY ASSISTANCE. In the event of an emergency, end users must contact the appropriate emergency services in their jurisdiction directly. You must not deploy AI assistants in any context where end users may rely on them to summon emergency help. CareFlow shall not be liable for any consequences, damages, or losses arising from any reliance placed on the Service during an emergency.
5.4 End Customer Data
You are the data controller for personal data collected from your end customers through the Service. CareFlow acts as a data processor on your behalf. Our processing of that data is governed by our Privacy Policy. We are preparing a separate Data Processing Agreement (DPA) which will be available in the near future.
6. Intellectual Property
6.1 Our IP
CareFlow and all associated software, trademarks, designs, and content are owned by or licensed to us. These Terms do not grant you any rights in our intellectual property except the limited right to use the Service as described herein.
6.2 Your IP
You retain ownership of all content, data, and configurations you upload or create within the Service (“Customer Content”), including knowledge base documents, assistant configurations, and workflow definitions. By using the Service, you grant us a limited, non-exclusive licence to process and store your Customer Content solely to provide the Service to you.
Transaction records, usage logs, and billing history generated through your use of the Service are platform data maintained by CareFlow for operational, billing, and compliance purposes. These records do not constitute Customer Content and are retained in accordance with our Privacy Policy.
6.3 Aggregated Data
By using the Service, you grant CareFlow a non-exclusive, royalty-free, irrevocable licence to collect, process, and use anonymised and aggregated data derived from your use of the Service (“Aggregated Data”) for purposes including improving the Service, developing new features, and producing industry benchmarks. Aggregated Data will not identify you, your business, or your end customers individually.
6.4 Feedback
If you provide feedback or suggestions about the Service, you grant us a perpetual, royalty-free licence to use that feedback without any obligation to you.
7. Confidentiality
Each party agrees to keep confidential any non-public information of the other party that is designated as confidential or that reasonably should be understood to be confidential. This obligation does not apply to information that is or becomes publicly available, is independently developed, or must be disclosed by law.
8. Third-Party Integrations
The Service may integrate with third-party platforms (such as WhatsApp, Google, HubSpot, and Slack). Your use of those integrations is subject to the respective third party's terms and policies. We are not responsible for the availability, accuracy, or conduct of any third-party service.
9. Uptime and Service Levels
We aim to provide a reliable service but do not guarantee uninterrupted availability. No specific uptime SLA is included in these Terms unless separately agreed in writing.
10. Limitation of Liability
To the maximum extent permitted by applicable law:
CareFlow's total aggregate liability to you for any claim arising out of or related to these Terms shall not exceed the total fees paid in the three (3) months preceding the event giving rise to the claim.
In no event shall CareFlow be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, or business interruption.
We are not liable for failures caused by third-party service providers, force majeure events, or your failure to comply with these Terms.
Nothing in these Terms excludes liability that cannot be excluded under applicable law.
11. Indemnification
You agree to indemnify, defend, and hold harmless CareFlow and its officers, employees, and contractors from and against any claims, damages, losses, or costs (including reasonable legal fees) arising out of:
- Your use of the Service in violation of these Terms
- Your Customer Content
- Your AI assistant interactions with end customers
- Your failure to comply with applicable laws and regulations
12. Warranties and Disclaimers
We provide the Service on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
13. Term and Termination
13.1 Term
These Terms take effect when you create an account and continue until terminated.
13.2 Termination by You
You may terminate your account at any time by cancelling your subscription through the platform settings.
13.3 Termination by Us
We may suspend or terminate your account immediately if you breach these Terms, fail to pay fees when due, or if we are required to do so by law.
13.4 Effect of Termination
On termination, your right to access the Service ceases immediately. You may request an export of your data before termination. Sections relating to intellectual property, confidentiality, limitation of liability, indemnification, and governing law survive termination.
16. Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria, without regard to its conflict of law principles.
We operate globally and recognise that customers may be located in different jurisdictions. Where mandatory local consumer or business protection laws apply in your jurisdiction, those rights are not affected by these Terms.
Any dispute arising out of or in connection with these Terms shall first be subject to good-faith negotiation between the parties. If unresolved within 30 days, either party may elect one of the following:
- Arbitration in Lagos, Nigeria, in accordance with the Arbitration and Conciliation Act (as amended), conducted in English; or
- If you are located in the European Union or United Kingdom, resolution through the courts of your country of residence, where required by applicable consumer or B2B protection law.
Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief from a court of competent jurisdiction in any country.
Class Action Waiver. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOU AND CAREFLOW AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. If this waiver is found unenforceable, the entirety of the dispute resolution clause shall be deemed null and void.
15. Copyright Policy
CareFlow respects the intellectual property rights of others. If you believe in good faith that any content on the Service infringes your copyright, please send a written notice to legal@trycareflow.com including: (i) a description of the copyrighted work claimed to have been infringed; (ii) the specific location on the Service where the allegedly infringing material is located; (iii) your contact information; (iv) a statement that you have a good faith belief that the use is not authorised; and (v) a statement, made under penalty of perjury, that the information in your notice is accurate and that you are the copyright owner or authorised to act on their behalf.
We will respond to valid notices in accordance with applicable law. Repeat infringers may have their accounts terminated.
17. General
Entire Agreement. These Terms, together with our Privacy Policy and any order forms or plan descriptions, constitute the entire agreement between you and CareFlow regarding the Service.
Amendments.We may amend these Terms at any time with at least 14 days' notice. Continued use after the effective date constitutes acceptance.
Severability. If any provision of these Terms is found unenforceable, the remaining provisions continue in full force.
Waiver. Failure to enforce any provision does not constitute a waiver of our right to enforce it later.
Assignment. You may not assign your rights under these Terms without our prior written consent. We may assign our rights to a successor entity in connection with a merger, acquisition, or sale of assets.
Force Majeure. Neither party is liable for delays or failures caused by circumstances beyond their reasonable control, including natural disasters, government actions, or third-party infrastructure failures.
Attorneys' Fees.In any action to enforce these Terms, the prevailing party shall be entitled to recover reasonable attorneys' fees and costs from the non-prevailing party, to the extent permitted by applicable law.
Injunctive Relief. You acknowledge that a breach of these Terms may cause irreparable harm to CareFlow for which monetary damages would be an inadequate remedy. CareFlow shall be entitled to seek specific performance or injunctive relief in addition to any other remedies available at law or equity.
18. Contact Us
For questions about these Terms, please contact us at:
Email: legal@trycareflow.com
Mailing Address:
Careflow AI
MILE 2, OLD SECRETARIAT AREA 1
AMAC, FCT Abuja 900001
Nigeria