Terms of Service

“Customer Data” means all content, materials, product documentation, configurations, knowledge sources, guidance, branding assets, ICP criteria, and other data uploaded or provided by you to the Service.

“Demo Credentials” means the login email, password, TOTP secret, magic-link inbox, and related authentication information you provide to enable the Service to sign into your product for demo purposes.

“Demo Interaction Data” means recordings, transcripts, chat messages, agent actions, engagement signals, session metadata, and analytics generated during demo, onboarding, or support sessions run through the Service. This includes video, audio, and text transcript content from each session.

“End User” means a prospect, customer, or other individual who interacts with a Floe-powered agent on your website, in your product, or via a shared link.

“Order Form” means a written ordering document executed by both parties specifying the Service plan, fees, and applicable terms.

Floe is an AI-powered platform that deploys conversational agents to run product demonstrations, onboard users, and provide support — directly on your website and inside your product. The Service includes:

• Demo Agent — an AI agent that explores your SaaS product using Demo Credentials, ingests your documentation, learns your UI flows, and runs live, voice-led, personalized product demonstrations for prospective buyers 24/7. The agent qualifies leads, scores ICP fit, captures prospect signals, and writes qualified leads into your CRM.
• Website Agent — an in-page AI agent that displays section-aware nudges on your website, answers visitor questions via voice and chat, captures identity, qualifies intent, and routes high-intent visitors to a live demo, meeting booking, or human handoff.
• Onboarding Agent — a voice-guided agent that lives inside your product, greets new users after signup, walks them through setup, and helps them reach activation.
• Support Agent — an on-demand agent that stays dormant until opened by a user anywhere in your product, then answers questions and resolves issues with reference to your knowledge base and product UI.

The Service uses artificial intelligence, including large language models (“AI Models”), computer vision, and browser automation. Agent interactions are conducted by AI, not humans. While we design guardrails to maintain accuracy, AI- generated responses may occasionally be incomplete or inaccurate. You are responsible for reviewing agent configurations, knowledge sources, and demo content before deployment.

Eligibility. You must be at least 18 years old to create an account. The Service is a B2B offering; if you are a consumer or use the Service for non-commercial purposes, do not register.

Account security. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. Notify us immediately at support@floe.so of any unauthorized access.

Accurate information. You agree to provide accurate, current, and complete registration information and to keep it up to date.

To use the Demo Agent, you provide login credentials for the product you want Floe to demonstrate. By providing Demo Credentials and confirming the authorization attestation in the dashboard, you represent and warrant that:

• You are authorized to provide these credentials and to run demos on the product using them.
• The credentials belong to a sandbox, test, or low-privilege account — not a real administrator or user account with access to production data or sensitive permissions.
• You accept responsibility for actions the Service performs while signed into your product using these credentials.

Credential storage. Demo Credentials are encrypted at rest (AES-256) in per-account isolated storage. They are never shared across customers, never used to train AI models, and never used for any purpose other than running the Service on your behalf. You may remove credentials from the dashboard at any time.

Guardrails.The Demo Agent is restricted from destructive actions: inviting or removing users, changing permissions, connecting integrations, sending real messages, or making purchases. However, the agent can create, modify, and delete data within the scope of the demo account’s permissions. Always use a dedicated demo or test account.

The Service records every agent session. Each recording may include video of the product UI as navigated by the agent, audio of the conversation (when voice is enabled), and a full text transcript. For the Website Agent, recordings may also include chat messages and in-page interactions.

Recordings are stored in your Floe account and are accessible to your team through the dashboard. You acknowledge that session recording is a core part of the Service and is necessary for lead qualification, demo review, CRM routing, and agent improvement. You are responsible for providing notice to your End Users that sessions may be recorded, as required by applicable law. Floe supports deployment of consent mechanisms where legally required.

Ownership. You retain all right, title, and interest in Customer Data. Floe does not claim ownership over your data.

License to Floe. You grant Floe a non-exclusive, worldwide, royalty-free license to use, copy, store, transmit, and process Customer Data solely as necessary to provide the Service. This license terminates when your account is deleted, subject to the retention provisions below.

Your obligations. You represent that you have all necessary rights to provide Customer Data to Floe and that Customer Data does not infringe the rights of any third party. You are responsible for the accuracy, quality, and legality of Customer Data.

Restricted data. Unless otherwise agreed in writing, you may not use the Service to collect, store, or process: (a) protected health information as defined under HIPAA; (b) payment card data subject to PCI-DSS; (c) government IDs, passport numbers, or financial account numbers; (d) special categories of personal data as defined under GDPR Article 9; or (e) personal data of children under 16. If such data is inadvertently submitted, we will delete it upon discovery.

No AI model training. Floe does not use your Customer Data, Demo Credentials, or Demo Interaction Data to train or fine-tune general-purpose AI or machine learning models without your prior written consent.

Use for service delivery. Demo Interaction Data is used to deliver the Service, generate analytics and reports, produce lead records and ICP scores, and provide customer support.

Anonymized and aggregated data. Floe may create anonymized, aggregated data derived from Demo Interaction Data that cannot reasonably identify you or any individual. Floe may use such data to improve the Service, develop new features, and produce benchmarks. This right survives termination.

No sale. Floe does not sell Customer Data or Demo Interaction Data to third parties.

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party right.
• Demonstrate or access products you do not own or are not authorized to use.
• Violate the terms of service of any third-party product.
• Impersonate a human or represent the agent as anything other than an AI demo agent acting on your behalf.
• Transmit malware, ransomware, viruses, or other harmful code.
• Interfere with or disrupt the Service or its infrastructure.
• Reverse-engineer, decompile, or extract source code, models, algorithms, or scoring logic from the Service.
• Use the Service for competitive benchmarking or to build a competing product.
• Resell, sublicense, or provide the Service to third parties without our written permission.

We reserve the right to suspend or terminate access for violations of this section.

The Service relies on third-party AI model providers, cloud infrastructure, speech-to-text, text-to-speech, transcription, browser automation, and analytics services. Floe remains responsible for sub-processor performance to the same extent as if Floe performed the services directly.

We publish a current list of sub-processors at floe.so/subprocessors, including what each one processes and where. We update that page at least 30 days before a new sub-processor begins processing personal data, and you may object on reasonable data-protection grounds as described in the Data Processing Addendum.

Floe IP. The Service, including all software, algorithms, AI models, agent configurations, scoring logic, visual interfaces, documentation, and trademarks, is owned by Floe or its licensors. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription term.

Your data. As between the parties, you own all Customer Data and Demo Interaction Data.

Feedback. If you provide suggestions, feature requests, or other feedback about the Service, we may use that feedback without restriction or obligation.

Each party agrees to protect the other’s Confidential Information using reasonable care. Confidential Information includes Customer Data, pricing, business plans, and non-public technical information. Neither party will disclose Confidential Information except to employees and contractors who need access and are bound by confidentiality obligations. These obligations survive termination.

Floe maintains technical and organizational security measures including:

• Encryption in transit (TLS 1.3) and at rest (AES-256).
• Per-account data isolation — your data is never mixed with other customers’ data.
• Role-based access controls with least-privilege enforcement.
• Regular penetration testing and vulnerability scanning.
• Incident response procedures. Where Floe acts as your processor, we will notify you in writing without undue delay after becoming aware of a personal data breach affecting your Customer Data, and in any event within 72 hours of becoming aware.

SOC 2 Type II certification is in progress. For details, see our Security documentation.

Fees are specified in the applicable Order Form or subscription plan. Unless otherwise stated, all fees are non-refundable and payable in U.S. dollars. You are responsible for all applicable taxes, excluding taxes on Floe’s net income. Late payments may accrue interest at 1.5% per month or the maximum permitted by law. We may suspend access if an invoice remains unpaid more than 15 days past due, after providing written notice.

Subscription terms are specified in the applicable Order Form or plan. Subscriptions auto-renew for successive terms unless either party provides written notice of non-renewal at least 30 days before the current term ends.

Either party may terminate for a material breach that remains uncured for 30 days after written notice. We may immediately suspend the Service if we reasonably determine that there is unauthorized access to your account, that continued provision may cause material harm, or that you have materially breached the Acceptable Use section.

During your subscription. You may delete Customer Data and Demo Interaction Data at any time through the dashboard, or by emailing support@floe.so.

After termination. Upon termination, we will delete Customer Data and Demo Interaction Data within 30 days after termination. Demo Credentials are purged immediately upon account deletion. Anonymized, aggregated data may be retained.

Backup deletion. Data deleted from our systems is purged from backups within 30 days.

Full retention details are in our Privacy & Data-Use Disclosure.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. FLOE DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

Floe does not warrant that AI-generated demo responses will be accurate, complete, or error-free. You are responsible for reviewing agent output before relying on it. Free or trial access is provided without warranties or service-level commitments.

TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST REVENUE, LOST PROFITS, LOSS OF DATA, OR BUSINESS INTERRUPTION, HOWEVER CAUSED.

General cap.Except as stated below, each party’s aggregate liability under these Terms will not exceed the greater of $100 or the fees paid by you to Floe in the twelve (12) months preceding the event giving rise to the claim (the “General Cap”).

Enhanced cap.For claims arising from (a) breach of the Confidentiality section, (b) breach of a party’s obligations under the Data Processing Addendum or applicable data protection law, or (c) a party’s indemnification obligations under these Terms, each party’s aggregate liability will not exceed two (2) times the General Cap. These claims are not subject to the General Cap but remain subject to this enhanced cap.

Uncapped.No limitation applies to: (a) your obligation to pay fees due under an Order Form; (b) either party’s fraud or willful misconduct; or (c) any liability that cannot be excluded or limited under applicable law.

By you.You agree to indemnify Floe against third-party claims arising from: (a) your use of the Service, including claims that you lacked authorization to provide Demo Credentials; (b) Customer Data or agent content configured by you; (c) your violation of these Terms; or (d) any claim that your data infringes a third party’s rights.

By Floe.Floe agrees to indemnify you against third-party claims that the Service (excluding Customer Data) infringes such third party’s intellectual property rights, provided you give prompt notice, sole control of the defense, and reasonable cooperation.

To the extent Floe processes personal data in Customer Data or Demo Interaction Data on your behalf, the parties agree that you act as the data controller and Floe acts as the data processor under applicable data protection law (including the GDPR and CCPA).

The DPA applies automatically. Our Data Processing Addendum is incorporated into and forms part of these Terms. No separate signature or request is required — it takes effect for every customer on acceptance of these Terms, and includes the EU Standard Contractual Clauses and the UK International Data Transfer Addendum where those apply. If your organisation needs a countersigned copy, contact legal@floe.so.

Processing is also governed by our Privacy & Data-Use Disclosure. A current list of sub-processors is published at floe.so/subprocessors.

We may update these Terms from time to time. We will provide at least 30 days’ notice of material changes via email to the account owner. Your continued use after the effective date constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you may terminate before the effective date.

These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-law principles. Any dispute arising under these Terms will be resolved exclusively in the federal or state courts located in Delaware. Both parties waive any right to trial by jury.

Entire agreement.These Terms, together with any Order Forms, the Privacy & Data-Use Disclosure, and any referenced policies, constitute the entire agreement.

Severability. If any provision is held unenforceable, the remaining provisions continue in full force.

No waiver. Failure to enforce any provision does not waive future enforcement.

Assignment.Neither party may assign these Terms without the other’s written consent, except in connection with a merger, acquisition, or sale of all or substantially all of its assets.

Force majeure. Neither party is liable for delays due to circumstances beyond reasonable control, including natural disasters, government actions, internet outages, or third-party service failures.

Publicity. Floe may identify you as a customer on our website and in marketing materials, including use of your company name and logo, unless you request otherwise in writing.

Questions about these Terms? Contact us at legal@floe.so.