LiveChat AI Terms & Conditions

LiveChat AI is provided by Vantenza, a business run by an individual (not yet incorporated as a limited company, or PT). You can contact us by email at [email protected].

"You" or "client" means the business that buys LiveChat AI, including the people who represent it. LiveChat AI is meant for businesses. By agreeing to these terms on behalf of a business, you confirm that you are authorized to represent that business.

• LiveChat AI: a live chat platform for websites and stores. AI replies to visitors, and human agents can take over when needed.
• Deployment: LiveChat AI running on your server or infrastructure, including the admin dashboard, chat widget, and chat page.
• Store: one website or store served within your deployment.
• CS agent: a human agent account that replies to chats in the dashboard.
• AI agent: an AI agent that replies to chats based on your knowledge base.
• Knowledge base: the materials you provide for the AI, such as SOPs, FAQs, and product lists.
• Visitor: a person who uses the chat widget or chat page on your site.
• Business day: Monday to Friday, excluding national public holidays in Indonesia.
• Go-live: the point at which LiveChat AI is running on your deployment and the chat widget or chat page can receive chats from visitors.

• LiveChat AI is bought with a one-time license fee, plus a monthly maintenance fee that is set by the number of stores and agents you have.
• The standard packages and their prices are listed in the pricing section. Needs beyond the standard packages, such as more stores or AI agents, or a custom agent mix, are priced after a consultation and set out in a written offer.
• Server, domain, and AI usage are optional and billed separately. AI usage is paid to your own AI provider account, either directly by you or through a top-up you pay to Vantenza.
• The license gives you the right to own and use the LiveChat AI deployment on your infrastructure for your own business purposes, in line with the number of stores and agents in your package. The deployment and all the data in it are on your infrastructure. Copyright in the LiveChat AI software remains with Vantenza.
• You may not resell, rent out, or transfer the license to another party, or copy the LiveChat AI software to another deployment, without Vantenza's written consent.
• Stores or agents beyond your package are added by adjusting your package and monthly fee.

• The applicable price is the price listed on the site or in our written offer at the time you order.
• Payment is made according to the written payment instructions we send through the chat on this site or by email from [email protected]. Do not pay based on instructions from any other contact claiming to act for Vantenza.
• Setup starts after we receive your license payment.
• The maintenance fee is paid for each monthly period. The first monthly period starts on the go-live date, unless otherwise agreed in writing.
• If the price of a monthly package changes, we will notify you in advance. The new price applies from the next monthly period, not to the current period.
• If the monthly fee has not been paid, we may put maintenance and support on hold until we receive the payment.

Vantenza delivers LiveChat AI on your own infrastructure. During setup, we:

• set up LiveChat AI on your server, or help set up a server in your name if you choose the server option;
• set up DNS, SSL, and configuration for your domain;
• provide a widget link or chat page URL for use on your website;
• onboard your admin and train your operators, including how to fill in the knowledge base, handle chats handed over to agents (escalations), and read KPIs.

For one store with a standard setup, go-live usually takes 1-3 business days. Multi-store setups or custom branding may take longer, depending on complexity. After the initial consultation, we give you an estimated timeline for your needs.

If LiveChat AI has not gone live within 14 business days after we receive your license payment because of a problem on Vantenza's side, you are entitled to a full refund of the license fee under the LiveChat AI Refund Policy.

• Provide accurate information, and provide the access and materials needed for setup on time, such as server access, domain, AI provider account, and knowledge base content.
• Provide an AI provider account in your name and keep it funded, either by paying that provider directly or through a top-up you pay to Vantenza, unless otherwise agreed in writing.
• If you use your own server or domain, keep the server and domain active and paid for.
• Keep your dashboard logins, integration credentials, and AI provider API keys confidential.
• Make sure that the knowledge base content, product information, and prices used by the AI are accurate and up to date.
• Monitor conversations and have agents ready to take over chats when needed.
• Comply with the laws that apply to your business, including personal data protection and consumer protection regulations.
• Inform visitors to your site, for example through your privacy policy, that chats may be answered by AI and processed by AI providers.

You may not use LiveChat AI for:

• activities or content that break the applicable law;
• sending spam or unsolicited bulk messages;
• fraud, phishing, or misleading visitors;
• spreading malware or attacking other parties' systems;
• infringing the intellectual property rights, privacy, or personal data of others;
• getting around license limits, such as the number of stores or agents, or reverse engineering, copying, or reselling the LiveChat AI software without permission.

You are responsible for the content of your knowledge base, the answers your agents send, and how LiveChat AI is used in your business.

• LiveChat AI runs on your own server. Conversations, visitor contacts, and the knowledge base are stored on your infrastructure.
• You are the controller of the personal data of visitors to your site. Your business's privacy policy, not Vantenza's privacy policy, applies to those visitors.
• To reply to chats, conversation content and relevant knowledge base materials are sent for processing to the AI provider connected to your deployment, under that AI provider's terms.
• If you use integrations, such as Google Sheets or your own system, the AI can read data from those integrations during chats. Functions that change data stay off until you switch them on one by one.
• For setup, maintenance, and support, the Vantenza team needs technical access to the server and dashboard of your deployment. We use this access only for those purposes. You can change or revoke that access at any time, but we cannot carry out maintenance without it. When we access your deployment, we process visitors' personal data only at your request and for those purposes, keep it confidential, and do not copy it outside your deployment unless needed for support you have asked for.
• The livechat.vantenza.com site has its own Privacy Policy. That policy only covers our marketing site, not the data in your deployment.

• The monthly maintenance fee covers maintenance and support for your LiveChat AI deployment during the paid period.
• Because LiveChat AI runs on your infrastructure, its availability also depends on the servers, network, domain, AI providers, and connected third-party services.
• We try to keep LiveChat AI running well, but we do not guarantee that the service will always be available without disruption. Maintenance may cause brief disruptions, and where possible we will let you know in advance.

• AI answers are generated automatically based on the knowledge base, integration data, and conversation content, and can still be wrong or incomplete.
• Human agents can take over a chat at any time. You are responsible for checking and updating the knowledge base, and for deciding when agents need to take over.
• Results such as the number of chats that can be handled, reply speed, or impact on sales depend on your business and how you use LiveChat AI, and are not guaranteed by Vantenza.

LiveChat AI can connect to third-party services, such as AI providers, server and domain providers, Google Sheets, Google Calendar, Notion, Airtable, Trello, Slack, or your own system. Use of those services is subject to their providers' terms. We are not responsible for disruptions, changes, or costs from third-party services.

• You can cancel at any time by letting us know at [email protected] before the next monthly period begins. Cancellation takes effect from the next monthly period. Fees for the current period are not refunded. We refund any monthly fees you have already paid for periods that have not yet started when the cancellation takes effect.
• Once the cancellation takes effect, Vantenza no longer provides maintenance and support for your deployment. The data in your deployment stays on your infrastructure. We recommend that you change the passwords and access you gave us.
• We may suspend maintenance and support, or end our working relationship, if you breach these terms, fail to pay fees that are due, or if required by law. Where possible, we will notify you in advance and give you a chance to put things right. If we end the working relationship for reasons other than your breach or unpaid fees, we refund the monthly fees for periods that have not yet started.

The refund rules are explained in the LiveChat AI Refund Policy. In short: the license fee is refunded in full if LiveChat AI has not gone live within 14 business days after we receive your license payment, because of a problem on Vantenza's side. The monthly fee for the current period is not refunded. You can cancel at any time. Cancellation takes effect from the next monthly period.

The LiveChat AI software and Vantenza's name, logo, and documentation belong to Vantenza. Your knowledge base, content, brand, and business data remain yours. You give Vantenza a limited permission to use those materials only as far as needed for setup, maintenance, and support.

To the extent permitted by applicable law, Vantenza is not liable for indirect losses, such as loss of profits, revenue, data, or business opportunities, including those arising from AI answers or from disruptions to servers, domains, AI providers, or third-party services.

Vantenza's total liability for claims relating to LiveChat AI is at most the fees you paid to Vantenza for LiveChat AI in the 12 months before the event that gave rise to the claim.

This limitation does not apply to losses caused by Vantenza's willful misconduct or gross negligence, or to the extent prohibited by law.

We may update these terms. The latest version is always available on this page with its update date. For active clients, changes that reduce your rights or add to your obligations are notified in advance and take effect from the next monthly period. Changes do not apply retroactively. If you do not agree, you can cancel before the changes take effect.

These terms are governed by the laws of the Republic of Indonesia. Disputes are first resolved amicably through discussion. If discussion does not lead to a resolution, the parties may seek resolution through the competent district court in accordance with the laws and regulations in force in Indonesia.

This document is written in Indonesian. Translations into other languages are provided for convenience. If the content of the Indonesian version and a translation differ, the Indonesian version prevails.

Questions about these Terms & Conditions can be sent to [email protected], or through the chat on the LiveChat AI site.

• Email: [email protected]
• Phone: 0811-6884-2424
• Address: Jl. Kedoya Raya No. 20, Kota Adm. Jakarta Barat, DKI Jakarta 11520 (opens in a new tab)

All the ways to contact us, including chat, are on the Contact Us page.