1. Who provides the service
SnowFairy AI Labs Private Limited
CIN: U62099UP2025PTC226386
Registered address: 01, Mohansarai–Mataladai Road, Gangapur (Varanasi), Varanasi, Uttar Pradesh – 221302, India.
These terms are between the customer and SnowFairy AI Labs Private Limited, referred to here as Snowfairy AI Labs, we or us. Snowfairy AI Concierge is part of the Snowfairy AI™ product family. These terms apply specifically to Concierge and do not replace the terms of IntelliRecover or another Snowfairy product.
2. Service and current availability
Concierge provides business workspaces, an embeddable website chat widget, live agent conversations and AI-assisted replies using approved business content. Features depend on enabled workspace access and the written order. The public site currently accepts early-access requests without collecting payment through that form. Launch pricing and planned allowances are described on the pricing page. A preview or future feature is not a purchased deliverable.
3. Accounts, seats and workspace authority
You must be at least 18 and have authority to act for the business when creating a workspace. Keep account credentials secure, assign individual staff accounts and remove access when staff leave. Seats represent authorised team members, not a separate charge for each device. Access is limited to your organisation and the purchased or expressly granted capacity. Do not share one staff identity to bypass seat limits.
4. Your website, content and customer data
You retain rights in content you supply. You authorise us to process it as needed to deliver and support the service. You must have permission to publish knowledge sources, upload branding, communicate with visitors and use their data. Provide suitable notices and obtain any required consent on your website. Do not submit payment card details, authentication secrets or highly sensitive records through ordinary chat. Review any enabled third-party integration before using it.
5. AI assistance and human responsibility
AI answers can be inaccurate, incomplete or outdated, even when approved sources are provided. Review your knowledge content, monitor outcomes and offer an appropriate human support route. Do not rely on the service for emergency response or as a substitute for professional medical, legal or financial judgment. We do not promise a particular automation rate, resolution rate or business result.
6. Plans, renewals and additional usage
Before a paid order is accepted, the checkout or written order must identify price, currency, taxes, billing interval, seats, AI allowance, add-ons and renewal arrangement. Regional INR and USD prices are separate offers. A region suggestion is not verification of tax residence. Any extra usage or recurring add-on requires the agreement stated in your order; a quote or upgrade request alone does not change access or charge money. We will not represent unfinished automatic billing as available. Existing customers remain governed by their accepted order until an agreed migration.
7. Payment routes
Where a purchase is processed by Paddle as merchant of record, the Paddle entity named at checkout and on the receipt is the reseller for that transaction; Paddle buyer terms and payment/refund rules apply alongside the product licence. Where Razorpay is used as a payment gateway, SnowFairy AI Labs Private Limited is the seller. The checkout and receipt identify the actual route. Provider review or approval of a different Snowfairy product does not mean this product is approved.
8. Cancellation, refunds and delivery
See our Cancellation & Refund Policy and Digital Delivery Policy. Contact support to cancel a renewal or ask about a charge. We will confirm the effective date and remaining paid access. Deleting an app or removing the website widget does not itself cancel a subscription.
9. Retention and service limits
Normal conversation storage follows the configured retention policy and applicable feature limits. It is not a promise of unlimited media uploads or permanent backups. Closed transcripts may be deleted when their retention period expires. Arrange any records you need to retain before deletion. Automatic per-GB overage billing is not active. Higher storage or media capacity must be separately supported and agreed before sale.
10. Acceptable use and restrictions
Do not use the service for unlawful activity, spam, fraud, harassment or content you lack rights to process. Do not attack the service, bypass access controls, attempt to read another workspace or evade usage limits. You may not resell or sublicense platform access without a separate agreement. Restrictions on reverse engineering apply only to the extent permitted by law.
11. Intellectual property and customer branding
Snowfairy AI Labs retains rights in its software, designs, documentation and branding. Snowfairy AI™ and the Snowfairy logo remain our marks. You retain your own company marks and authorise their display as configured. Access grants a limited right to use the service, not ownership of our software. Any bespoke work, permitted white labelling and integration deliverables are defined in a separate scope.
12. Suspension, changes and liability
We may restrict access to address security threats, unlawful activity, material breaches or unpaid agreed charges. Where reasonably possible, we provide notice and an opportunity to resolve the issue. Availability may be affected by maintenance and third-party services; no uptime SLA applies unless separately agreed. To the extent permitted by law, we exclude indirect or consequential losses and limit aggregate contractual liability to fees paid for the affected service during the preceding 12 months. This does not exclude liability that cannot lawfully be limited.
Material price changes apply to future renewals with advance notice, not retroactively to an already-paid period. Material term changes will be communicated through the website and an appropriate account or email notice.
13. Law, rights and contact
Indian law governs these terms, subject to mandatory laws and consumer protections that apply to you. Disputes may be brought before a competent court in Varanasi, India, except where mandatory law provides another right or forum. Nothing here removes non-waivable statutory rights.
Product support, cancellation and refund requests: support@snowfairy.ai. Business enquiries: contact@snowfairy.ai. Include your workspace ID and order reference where relevant. Never email a password, full card number or customer transcript unless specifically requested through an appropriate support process.