Sublex Chat, a service of Sublex Digital, a business registered in The Gambia (contact: info@sublexdigital.com) Last updated: 14 August 2026
These Terms are an agreement between you (the business or person opening an account — "you") and Sublex Digital ("we", "us"). By creating an account or using Sublex Chat, you agree to them. If you are agreeing on behalf of a business, you confirm you are authorised to do so.
Please also read our Privacy Policy, our Refund and Cancellation Policy, and — if you handle other people's personal data through the service — our Data Processing Addendum, which forms part of these Terms.
1. What Sublex Chat is
Sublex Chat is a hosted AI assistant for businesses. You give it your own knowledge — your website, documents, pasted text, and question-and-answer pairs — and it answers your customers' enquiries on your website, and on other channels we enable over time (such as WhatsApp).
The assistant is designed to answer only from the information you have given it. When nothing you provided covers a question, it declines rather than inventing an answer. It is built not to state a price, availability, appointment, or medical, legal or financial advice that you did not put in its knowledge. This is a design goal we take seriously, but it is not a guarantee of correctness — see section 7.
2. Your account
- You must give accurate account information and keep it up to date.
- You are responsible for activity under your account and for keeping your
sign-in details secure. Tell us promptly at info@sublexdigital.com if you suspect unauthorised access.
- You must be old enough to enter a contract in your country, and the business
must be lawfully able to use the service. You must be at least 18.
3. Your content and your knowledge base
"Your content" means everything you put into or generate through the service: the knowledge you upload, your assistant's configuration, and the conversations your customers have with your assistant.
- You own your content. We do not claim ownership of it.
- You grant us a limited licence to host, process, and transmit your content
only as needed to provide the service to you — for example, to read a document into passages, create the embeddings that power search, and generate answers. We do not sell your content, and we do not use your customers' conversations to train models.
- You are responsible for the knowledge you upload and for having the right to
use it. Do not upload content you are not permitted to use, or that infringes someone else's rights.
- You are responsible for reviewing what your assistant says to your customers.
The tools to correct or remove an answer (editing knowledge, adding a question-and-answer pair, removing a source) are in your dashboard.
4. The people your assistant talks to
When your customers chat with your assistant, you are the controller of their personal data and we are your processor. How we handle that data — and the security and confidentiality commitments around it — is set out in our Privacy Policy and Data Processing Addendum.
You are responsible for telling your own customers how their data is used (for example, in your own privacy notice) and for having a lawful basis to collect it.
5. Acceptable use
You must not use Sublex Chat to:
- break the law, or help anyone else break the law;
- upload or generate content that is unlawful, harmful, hateful, harassing, or
infringes someone's rights;
- impersonate another business or person, or misrepresent who is answering;
- present the assistant as a source of professional medical, legal or financial
advice, or as a human when a customer asks;
- attempt to break, overload, probe, or bypass the security or tenant isolation
of the platform, or access data that is not yours;
- resell or provide the service to a third party as if it were your own, except
as expressly allowed; or
- send spam, or use the WhatsApp or messaging channels in breach of the relevant
provider's own rules.
We may remove content or suspend an account that breaches this section — see section 12.
6. Plans, billing and taxes
- Plans, prices and quotas are described on our pricing page and in your
dashboard. Free is free forever.
- Paid plans are sold through Paddle, our merchant of record. Paddle is
the seller of record, handles the payment, and collects and remits any sales tax or VAT that applies to you. Your purchase is also subject to Paddle's buyer terms.
- Billing, cancellation, plan changes and refunds are governed by our
Refund and Cancellation Policy.
- Locally invoiced customers in The Gambia are billed by us directly under a
separate arrangement (§5.10 of how we work): invoiced in dalasi, with any setup fee and billing period set out on the invoice.
7. The assistant's limits — no warranty of accuracy
The assistant produces answers automatically from the knowledge you give it. Even when it is working exactly as designed, an automated system can misread a question, combine facts wrongly, or answer something it should have declined.
- You must not rely on the assistant as a substitute for professional advice,
and you must not configure it to give medical, legal, financial or other regulated advice.
- You are responsible for the answers your assistant gives your customers, and
for the fallback wording it shows when it cannot answer.
- We provide the service "as is" and "as available", without warranties of
any kind except those that cannot be excluded by law. We do not warrant that the service will be uninterrupted, error-free, or that every answer will be correct.
8. Availability, fair use and limits
- We aim to keep the service available but may take it down for maintenance,
updates, or reasons outside our control.
- Plans carry quotas and fair-use limits (for example, per-visitor and
per-assistant rate limits, and a monthly spending ceiling). These protect the service and its cost for everyone. We may apply reasonable limits to prevent abuse, and we will not move you to a bigger plan without asking.
9. Our intellectual property
The platform, the software, the widget, the design, and the Sublex Chat and Sublex Digital names and logos are ours (or our licensors'). These Terms do not give you any right in them beyond using the service as intended. You must not copy, reverse-engineer, or resell the platform itself.
10. Confidentiality of your customers' conversations
We treat the content of your customers' conversations as confidential to you. Our platform is built so that our own staff and administrators cannot read your customers' conversation content — even when providing support or managing your account — and this restriction is enforced in the database, not just by policy. We describe this further in the Privacy Policy. We access conversation content only where you ask us to for support, or where the law requires it.
11. Suspension and termination
- You can stop using the service and close your account at any time.
- We may suspend or limit an account that breaches these Terms, that puts the
platform or other customers at risk, or where payment has failed and the grace period has passed. Where a subscription lapses or an account is suspended, the assistant falls back to your own wording rather than showing an error to your customers, and your data is not deleted as a result of the suspension.
- We may terminate for a serious or repeated breach. On termination, your right
to use the service ends; data handling after termination follows the Privacy Policy and your retention settings.
12. Changes
We may change the service and these Terms. If we make a material change to the Terms, we will give reasonable notice (for example, by email or in the dashboard). Continuing to use the service after a change takes effect means you accept the updated Terms. For a material change we will give you at least 30 days' notice before it takes effect.
13. Liability
Nothing in these Terms limits liability that cannot be limited by law (such as for fraud, or death or personal injury caused by negligence).
Subject to that, and to the maximum extent the law allows:
- We are not liable for indirect or consequential loss, lost profits, lost
business, or loss arising from your reliance on an automated answer.
- Our total liability to you in any twelve-month period is limited to the
amount you paid us for the service in that period.
14. Your indemnity
You agree to cover us against claims and losses arising from your content, your use of the service, your breach of these Terms, or your failure to meet your own obligations to your customers (including data-protection obligations).
15. Governing law
These Terms are governed by the laws of The Gambia, and the courts of The Gambia have jurisdiction, except where the law that protects you as a consumer in your own country gives you rights that cannot be overridden.
16. Contact
Sublex Digital — info@sublexdigital.com — The Gambia.