Terms of Use

1. Who provides the service

presence is provided by samko labs, s. r. o., with its registered office at Trnková 451/12, 040 14 Košice - mestská časť Košická Nová Ves, Slovakia, IČO (Company ID): 53928881, DIČ (Tax ID): 2121532600 ("we", "us"). By creating an account or using presence, you agree to these terms.

2. What presence is

presence is a support inbox for small apps: a hosted contact form on your own sub-domain, a single inbox where messages from your customers land, and email replies you send from it. We plan to add AI-drafted reply suggestions that you review and approve before sending.

3. Your account

You are responsible for keeping your login credentials safe, for the accuracy of the information you provide, and for everything that happens under your account and team. Tell us promptly if you suspect unauthorised access. You must be at least 16 years old to use the service.

4. Acceptable use

Use presence for genuine customer support. Don't use it to send spam or unlawful content, to infringe anyone's rights, to distribute malware, to attempt to break or overload the service, or to mislead people about who you are. We may suspend or terminate accounts that violate these rules.

5. Subscriptions and billing

Paid plans are billed through Stripe, our payment processor. Your card details go directly to Stripe and are never stored by us. Prices are shown before you subscribe and may change; if they do, we will give you reasonable notice before the change applies to your plan. Prices may be subject to applicable taxes (such as VAT), which are your responsibility unless stated otherwise. You can cancel at any time; your plan then runs until the end of the paid period.

6. Trials and fair use of AI features

New accounts start with a free trial of the full product. A valid payment card is required to begin the trial; you can cancel at any time before it ends and you will not be charged. If you do not cancel, your subscription starts automatically on the plan you selected when the trial ends.

AI features — such as AI-drafted reply suggestions — are included in paid plans under a fair-usage allowance, not as unlimited usage. The current allowances are 100 AI-drafted conversations per calendar month on the Presence plan and 1,000 per calendar month on the Team plan; Team subscribers can purchase additional packs. Allowances reset monthly and unused volume does not roll over. Conversations answered without AI assistance do not count against the allowance. We may adjust allowances as models and costs evolve, with reasonable notice.

Fair use means volumes consistent with a human team reading and answering its own customers' support conversations through the app. It does not cover bulk or automated generation, using the service as a general-purpose AI API, reselling AI output, or artificially inflating usage. We may apply reasonable soft limits or throttling to protect the service. If your usage is persistently far above what is typical for your plan, we will contact you about moving to a suitable plan before applying any restriction.

7. Your content, our service

Everything you and your customers put into presence — messages, replies, form content — stays yours. You give us only the permission we need to store, process, and display it in order to run the service for you. The service itself, including its software, design, and branding, belongs to us and our licensors.

8. Availability

We work hard to keep presence fast and reliable, and we make reasonable efforts to keep it available. At this stage we do not offer an uptime guarantee or service level agreement, and the service may occasionally be interrupted for maintenance or reasons beyond our control.

The service is provided "as is" and "as available", without warranties of any kind, whether express or implied, to the maximum extent permitted by law.

9. Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect or consequential damages, lost profits, or lost data. Our total liability for all claims arising out of or relating to the service is capped at the fees you paid us in the twelve months before the event giving rise to the claim. Nothing in these terms limits liability that cannot be limited under applicable law.

10. Indemnity

If a third party brings a claim against us because of content you submitted to the service or because you used the service in breach of these terms, you agree to cover the reasonable costs and damages we incur as a result.

11. Termination

You may stop using presence and delete your account at any time. We may suspend or terminate your access if you materially breach these terms, if required by law, or if we discontinue the service — in which case we will give you reasonable notice so you can export your data.

12. Governing law

These terms are governed by the laws of the Slovak Republic, and any disputes will be resolved by the courts of the Slovak Republic. If you are a consumer, this does not affect mandatory protections you enjoy under the law of your country of residence.

13. Changes to these terms

We may update these terms as the service evolves. If we make material changes, we will notify you by email or in the app with reasonable notice before they take effect. If you keep using the service after that, the new terms apply.