Terms of Service

These terms are between Wilph (“we”) and the business that opens a Wilph workspace (“you”). They take effect when you create an account and continue for as long as you have one.

Wilph is sold to businesses. It is not intended for consumers, and it is not intended for anyone under 18. If you are agreeing on behalf of a company, you confirm you are allowed to do so.

Wilph is a customer-support helpdesk. It receives messages from your customers by email, live chat, Instagram direct message and Facebook Messenger; it drafts replies using the pages crawled from your own website, the support playbooks you have written and enabled, and order data from systems you have connected; and it stores the resulting conversations so your team can answer them.

On email and in your inbox, nothing is sent to a customer until a person on your team presses send. The live chat widget and the two direct-message channels do answer visitors automatically, and both direct-message agents are switched off until you turn them on. Anywhere Wilph can act on its own, the product says so on the page where you switch it on.

Wilph generates text with a large language model. Generated text can be wrong, incomplete or oddly worded, and no amount of grounding removes that. We do not warrant that a draft is accurate, and you remain responsible for every message that leaves your workspace — which is the reason drafts on tickets wait for a person.

Where Wilph answers a visitor automatically, you are choosing to let it. Review your agent settings, your enabled skills and your crawled pages before turning an automatic channel on, and keep reviewing them.

The service is provided as it is. We do not promise it will be uninterrupted or error-free, and we do not commit to a specific uptime figure — we would rather say that than publish one we are not yet set up to measure or credit against.

You agree to:

• Keep your login credentials to yourself, and tell us promptly at info@wilph.com if you believe an account has been taken over.
• Only connect websites, mailboxes, shops and social accounts you are entitled to connect.
• Have a lawful basis for the customer data you put into Wilph, and give your own customers the privacy information they are owed.
• Not use Wilph to send unsolicited bulk messages, to impersonate someone, to break the law, or to attack the service — including attempts to reach another workspace’s data, to circumvent the rate limits, or to consume shared capacity in bad faith.
• Not resell the service, or use it to build a competing product.

If a workspace is doing one of those things we may suspend it. Where it is safe and lawful to do so, we will tell you first and give you a chance to fix it.

You own the content in your workspace: your tickets, messages, contacts, playbooks, crawled pages and settings. We process it to run the service for you and for nothing else. We do not sell it, and we do not use your customers’ support conversations to train models we offer to anyone else.

How that works in detail — including which vendors are involved and where they hold data — is in the Data Processing Agreement, the sub-processor list and the Privacy Policy. The DPA forms part of this agreement.

Plans are billed monthly in advance through Stripe and are quoted exclusive of VAT, which is added where it applies. The current plans start at $500 per month; the pricing page is the live list.

A subscription renews each month until you cancel it. You can cancel at any time from the Billing page in your dashboard; the cancellation takes effect at the end of the period you have already paid for. Because the service is available to you throughout that period, part months are not refunded.

If we change a price, we will tell you by email at least 30 days before it applies to your subscription. If you do not want the new price, cancel before it takes effect.

If a payment fails we may suspend the workspace after telling you. Suspension does not delete anything.

Generating a draft or an answer costs us money on every message, so each workspace has hourly and daily ceilings on AI generation, and the public chat widget and direct-message channels have their own limits in front of them. They exist to stop one workspace, or one abusive visitor, from exhausting capacity everyone shares. If you need more room, ask — the limits are not a pricing trick.

You may stop using Wilph and close your workspace at any time. We may end this agreement on 30 days’ notice, or immediately if you materially breach it and do not fix the breach within 14 days of us asking.

When a workspace is closed we delete its data. Ask before you close it if you want an export, and we will help while the account still exists. Backups and provider logs age out on their own ordinary schedules rather than being purged on the day.

Nothing in these terms limits liability that cannot lawfully be limited — including for death or personal injury caused by negligence, or for fraud.

Subject to that, neither side is liable to the other for indirect or consequential loss, for lost profits, revenue, goodwill or data, and each side’s total liability arising out of this agreement in any twelve-month period is limited to the fees you paid in the twelve months before the claim arose.

We may update these terms. If a change materially affects you we will email the workspace owner at least 30 days before it takes effect, and you may cancel before then if you do not accept it. The date at the top of this page always shows the current version.

This agreement is governed by the laws of Denmark, and disputes go to the Danish courts. If you are a business in the EU or EEA this does not remove any protection you have under the mandatory law of your own country.

Questions about this document, or any request about your data, go to info@wilph.com. We answer in English or Danish.