Terms of Service

01Who we are

Promptly is operated by LILLY 021 DOO NOVI SAD (trading as Lilly021 d.o.o.), a limited liability company registered in the Republic of Serbia.

In these Terms, "we", "us" and "our" mean Lilly021 d.o.o. "You" means the person or entity that has entered into these Terms with us.

02The service

Promptly is a software-as-a-service platform for building and deploying customer-support assistants. You configure an assistant, connect knowledge sources you control (documents, website content, product catalogues), and embed the assistant on your own website through our widget. The assistant answers your visitors' questions using the knowledge you supply.

Promptly is customer-support software. It is not a general-purpose content generation service, and it is not designed or licensed for producing synthetic media, impersonating people, or making automated decisions about individuals. See section 7 (Acceptable use).

We may add, change or remove features over time. We will not materially reduce the functionality of a paid module during a billing period you have already paid for.

03Accounts and eligibility

You must be at least 18 years old and able to form a binding contract to use Promptly. If you use the service on behalf of a company or other organisation, you confirm that you have authority to bind that organisation to these Terms.

Accounts are organised into workspaces. The workspace owner may invite additional users and assign roles. You are responsible for:

• keeping your login credentials confidential;
• all activity that occurs under your account or workspace;
• the accuracy of the account information you provide;
• promptly notifying us if you believe your account has been compromised.

04Free trial

Every workspace starts with a 14-day free trial. No payment details are required to begin the trial, and the trial does not convert to a paid subscription automatically — nothing is charged unless you actively subscribe.

To use the assistant during the trial you must connect your own AI provider API key (see section 5). Without a connected key the assistant cannot generate answers.

If your trial ends and you do not subscribe, your workspace becomes read-only so that you can export your data. We keep it for 30 days after that point, and then delete it permanently.

05Your AI provider (BYOK — bring your own key)

Promptly operates on a "bring your own key" model. You connect your own account with a third-party AI provider — currently OpenAI, Anthropic, Google Gemini, GLM (Zhipu) or Kimi (Moonshot) — by supplying your own API key.

This means:

• We do not resell, meter, mark up or otherwise charge for AI usage. Your model usage is billed to you directly by your AI provider, at that provider's own rates, under your own agreement with that provider.
• Your relationship with your AI provider is yours. You are responsible for complying with that provider's terms and for any costs you incur there.
• Your API key is stored encrypted and is never returned to you or to anyone else in cleartext through our interface, API or logs.
• If your key is invalid, revoked, rate-limited or out of credit, your assistant will stop producing answers. That is not a failure of Promptly, and it does not entitle you to a refund of subscription fees (see our Refund Policy).
• Knowledge base search (embeddings and reranking) runs on our own infrastructure regardless of which AI provider you connect.

You remain responsible for the output your assistant produces on your website, including its accuracy and its compliance with law and with your AI provider's usage policies.

06Authorized use of the widget and your knowledge base

You may only:

• install the Promptly widget on websites and other properties that you own or are contractually authorised to modify;
• upload, crawl or connect content that you own or have the right to use for this purpose — including documents, website content, product data and any third-party integrations (for example WooCommerce or Shopify catalogues) that you are authorised to connect.

You are responsible for having a lawful basis to process any personal data contained in the content you supply, and for the notices and consents required on the website where you install the widget.

Pointing our crawler at a site you do not control, or uploading content you have no right to use, is a breach of these Terms and may also be unlawful.

07Acceptable use

You may not use Promptly to:

• generate or distribute harmful, deceptive, unlawful or infringing content;
• impersonate any person or organisation, or produce synthetic likenesses, voices or "deepfake" material;
• make or support automated decisions about individuals, or profile, score or categorise people;
• conduct phishing, spam or unsolicited messaging campaigns against end users;
• provide regulated advice (medical, legal, financial) in a way that breaches applicable law;
• interfere with, overload, probe or attempt to circumvent the security, rate limits or access controls of the service;
• reverse-engineer, decompile or attempt to derive the source code of the platform, except to the extent that restriction is prohibited by law;
• resell, sublicense, white-label or otherwise provide the service to third parties as your own product;
• violate applicable law or the rights of others.

We may suspend or terminate accounts that breach this section. See section 13.

08Your data, and your visitors’ data

You retain ownership of the content you upload and of the conversation data generated in your workspace. We do not sell it, and we do not use your conversation data to train AI models.

Each workspace's data is isolated: conversations, knowledge bases and analytics are not shared between workspaces.

Where the assistant processes personal data of your website visitors, you act as the data controller and we act as your processor. Our Privacy Policy explains how we handle personal data, and a Data Processing Agreement (DPA) is available on request at office@promptly-assistant.com.

09Modules, seats and entitlements

Promptly is licensed as a set of modules. Each module is enabled per workspace and carries its own entitlements.

• Flat-priced modules are charged per workspace, regardless of how many people use them: Chat, FAQ, Catalog.
• Per-seat modules are charged per seat: Documentation, Escalation. A seat is a named individual user with access to that module; seats may not be shared between people or passed around.

Your active modules determine what the workspace can do and the limits it operates within — including knowledge base size and other module-specific entitlements. Current prices, module contents and limits are shown on our pricing page and in your workspace billing settings, and form part of these Terms.

If a workspace approaches an entitlement limit, we will notify the workspace owner before restricting any part of the service.

Adding modules or seats mid-period

You can add a module or seats at any time. Paddle charges a prorated amount for the remainder of the current billing period, and the full price from your next renewal onwards.

Removing modules or reducing seats mid-period

You can remove a module or reduce seats at any time, and the change is recorded immediately. However:

• you keep access to what you paid for until the end of the current billing period, and
• the reduction takes effect at your next renewal, from which point you are billed at the lower amount.

We do not issue an immediate credit or a partial refund when you reduce, because you continue to receive the service you already paid for until the period ends. Nothing is lost — you simply stop paying for it from the next month.

10Fees, payment and Merchant of Record

Payments are processed by our reseller and Merchant of Record, Paddle (Paddle.com Market Ltd), who handles billing, invoicing and applicable taxes. When you subscribe, you purchase from Paddle, not directly from us. Your purchase is therefore also subject to Paddle's Buyer Terms and Paddle's Refund Policy, in addition to these Terms.

• All prices are quoted in euro (EUR) and are shown excluding VAT and any other applicable taxes. Paddle calculates and adds the tax applicable to your location at checkout, and issues the invoice or receipt.
• Subscriptions are billed monthly. We do not currently offer annual billing.
• Payment method details are collected and stored by Paddle. We never receive or store your full card number.
• Fees do not include amounts you owe to your AI provider under section 5.

We may change our prices. If we change the price of something you are already subscribed to, we will give you at least 30 days' notice by email before the new price applies, and you may cancel before it takes effect without any charge or penalty. Price changes never apply retroactively to a period you have already been billed for.

If a payment fails, Paddle will attempt to collect again according to its collection process, and we will email the workspace owner. Your modules remain active during a grace period of 3 days. If payment is still outstanding after that, the affected modules are paused until the balance is settled. Your data is not deleted when this happens. See our Refund Policy for details.

11Subscription term, renewal and cancellation

Your subscription runs for one month and renews automatically each month until you cancel.

You may cancel at any time from your workspace billing settings. Cancellation takes effect at the end of the current billing period: you keep access to your paid modules until then, and you are not charged again afterwards. We do not automatically refund the unused portion of a billing period on cancellation.

Refunds are governed by our Refund Policy, which forms part of these Terms.

After your subscription ends, your workspace becomes read-only so that you can export your data. We keep it for 30 days and then delete it permanently. See our Privacy Policy for how retention works in more detail.

12Service availability

We work to keep Promptly available and performant, but the service is provided "as is" and "as available", without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose or non-infringement.

Assistant answers are generated from the knowledge you supply and may be incomplete or wrong. You should not rely on Promptly as your only channel for information that is safety-critical, legally required or financially material to your customers.

We may carry out maintenance that temporarily interrupts the service, and will give advance notice where reasonably practicable.

We operate the service on a best-effort basis and do not commit to any guaranteed level of uptime or availability. We do not offer a service level agreement, and we do not offer service credits for downtime. If you need a contractual availability commitment, contact us before subscribing.

13Suspension and termination

We may suspend or terminate your access:

• if you materially breach these Terms, including section 6 (Authorized use) or section 7 (Acceptable use);
• if your payment remains outstanding after Paddle's collection attempts;
• if we are required to do so by law, or by Paddle or a payment network;
• if your use poses a security, legal or reputational risk to us, our other customers or your own end users.

Where practicable we will notify you first and give you an opportunity to fix the problem. For serious or unlawful use we may act immediately.

You may terminate at any time by cancelling your subscription and closing your workspace.

On termination, your right to use the service ends. Data handling after termination is described in section 11 and in our Privacy Policy.

14Intellectual property

We own the Promptly platform, including its software, widget, documentation, design and branding. These Terms grant you a limited, non-exclusive, non-transferable right to use the service during your subscription, and nothing more.

You own your content and your conversation data (section 8). You grant us the limited right to host, process and transmit that content as necessary to provide the service to you.

Feedback you send us about the product may be used freely to improve Promptly, without obligation to you.

Use of your name and logo

Unless you tell us otherwise, we may identify you as a Promptly customer and use your company name and logo on our website and in marketing materials, solely to indicate that you use the service. We will follow any brand guidelines you give us, and you can withdraw this permission at any time by emailing us — we will remove the reference from our website within a reasonable period. We will not imply an endorsement you have not given, and we will not disclose details of how you use Promptly without your agreement.

15Confidentiality

Each party may receive non-public information from the other. Each party will protect the other's confidential information with at least reasonable care, use it only to perform under these Terms, and not disclose it except to personnel and providers who need it and are bound by similar obligations, or where disclosure is legally required.

16Limitation of liability

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost data, or loss of goodwill, arising out of or relating to the service.
• Our total aggregate liability arising out of or relating to the service is limited to the total amount you paid for the service in the twelve (12) months preceding the event giving rise to the claim.
• We are not liable for the acts, omissions, availability, pricing or output of your AI provider, or for costs you incur with that provider.
• We are not liable for content you or your users supply, or for how your visitors act on an assistant's answers.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud, or any mandatory consumer rights you have.

17Changes to these Terms

We may update these Terms. For material changes we will notify you by email or through the service before they take effect. Continued use of Promptly after a change takes effect means you accept the updated Terms. If you do not accept them, you may cancel your subscription.

The "Last updated" date at the top of this page always shows the current version.

By creating an account, you agree to these Terms and our Privacy Policy.

18Governing law and jurisdiction

These Terms are governed by the laws of the Republic of Serbia, without regard to conflict-of-law rules. The courts in Novi Sad, Serbia have jurisdiction over any dispute arising out of or relating to them, without prejudice to mandatory consumer protection rights.

If you are a consumer, this does not affect the mandatory consumer protection rights you have under the law of your country of residence, and it does not deprive you of the right to bring proceedings there where the law gives you that right.

Note that when you purchase, Paddle is the seller of record; Paddle's own Buyer Terms contain their own governing law and dispute provisions for the transaction itself.

19General

• Assignment. You may not assign these Terms without our written consent. We may assign them in connection with a merger, acquisition or sale of assets.
• Entire agreement. These Terms, together with our Privacy Policy and Refund Policy, are the entire agreement between us regarding the service.
• Severability. If any provision is unenforceable, the rest remains in force.
• No waiver. Not enforcing a provision is not a waiver of it.
• Force majeure. Neither party is liable for delays caused by events beyond its reasonable control.

20Contact

We aim to respond to enquiries within 2 business days.

For questions about a specific charge, invoice or refund, you can also contact Paddle directly through the "View receipt" or "Manage subscription" link in your payment confirmation email, or at paddle.net.