Terms of Service

01General provisions

These Terms of Service are a public offer (Articles 435, 437 of the Civil Code of the Russian Federation) of individual entrepreneur Nikita Nikolaevich Zaitsev (OGRNIP 322508100200401, INN 503513489450), the “Provider”, and govern the use of the Chatva service.

The offer is accepted by registering in the service or paying for a plan, whichever occurs first. From that moment these Terms are deemed concluded between you (the “User”) and the Provider.

If you register an account on behalf of a company, you confirm that you are authorized to accept these terms on its behalf.

02Service description

Chatva is a chat center for business: a website widget, incoming messages from messengers and other channels in a single inbox, conversation routing across operators and departments, an autoresponder, reply templates, analytics and service-quality ratings.

• the feature set depends on the selected plan as described on the pricing page;
• the Provider may evolve the service by adding and changing features without degrading already paid capabilities;
• some features may be in beta and provided “as is”.

03Registration and account

• using the service requires registration with a valid email address;
• you must be at least 18 years old;
• you are responsible for keeping your password safe and for actions performed under your account;
• the company owner manages roles — owner, admin, operator — and is responsible for invited members;
• one individual may create one account; bot signups and mass account creation are prohibited.

If you suspect unauthorized access, notify us immediately — we will lock the account until the circumstances are clarified.

04Plans and subscription

• the subscription renews automatically each billing period (month or year); yearly billing includes two months free;
• new users get a one-time 14-day trial of the Team plan — no charges before the trial ends;
• if the plan is not paid after the trial, the company moves to the free Start plan without data loss;
• upgrades apply immediately with proration; downgrades apply from the next period;
• the Provider may change prices with at least 10 days’ email notice. Continuing to use the service after the effective date means accepting the new price.

05Payments

Payments are charged in Russian rubles. Available methods: bank card via T-Bank’s secure payment gateway, or cryptocurrency via the CryptoBot service. The Provider applies the simplified tax system; prices do not include VAT and VAT is not charged.

• when paying by card you may enable auto-charges: the card is linked to the account and the payment provider charges it by token without re-entering card data;
• we never receive or store full card numbers — only the last 4 digits are shown in the dashboard;
• cash receipts are generated and sent to your email under Federal Law No. 54-FZ;
• a payment is deemed completed when confirmed by the payment provider; plan access opens automatically;
• if an auto-charge fails, we retry within several days and notify you; on continued failure the subscription is suspended.

06Cancellation and refunds

• auto-renewal can be cancelled in one click in the “Finance” section of the dashboard, any time before the next charge date;
• after cancellation, paid features remain available until the end of the paid period;
• if the service cannot be used through the Provider’s fault, the fee for unused time is refunded; for individuals, Article 32 of the Consumer Rights Protection Law also applies;
• refunds are made to the original payment method within 10 business days of approval;
• payment system fees for refunds are not charged to the User.

To request a refund, email hello@chatva.app stating your account email and payment date.

07Notifications and emails

By registering you agree to receive service notifications: sign-in codes, receipts, subscription status and security alerts. They are necessary to provide the service and cannot be disabled.

Product news, tips and special offers are sent only with your consent, at most twice a month. Unsubscribe in one click via the link in any email or in the dashboard notification settings.

New-conversation notifications are delivered according to your settings (push, Telegram, email) and are an operator’s working tool.

08Acceptable use

When using the service you must not:

• send spam or messages without the recipients’ consent;
• post illegal, harmful or rights-infringing content;
• attempt unauthorized access, hack or overload the infrastructure;
• resell access to the service without the Provider’s written consent;
• use the service to deceive users, for phishing or fraud.

In case of violations the Provider may limit or terminate access without refund; for fixable violations we will warn you first and give time to correct them.

09Intellectual property

The service, its code, design and the “Chatva” trademark belong to the Provider. These Terms grant you no rights to them other than using the service as intended while your subscription is active.

Your company content — conversations, templates, contacts, avatars — belongs to you. You grant the Provider a limited license to process that content solely to provide the service.

10Liability and warranties

• the service is provided “as is”; we target 99.5% monthly availability but do not guarantee uninterrupted operation;
• the Provider is not responsible for third-party channels (messengers, payment systems) or losses caused by their failures;
• the Provider’s aggregate liability is limited to the amount you paid for the last 3 months of subscription;
• lost profit and indirect damages are not reimbursed;
• the parties are released from liability under force majeure.

11Data and confidentiality

Processing of personal data is governed by the Privacy Policy, which is an integral part of these Terms.

You may export your data (conversations, contacts) at any time using the dashboard export tools. After account deletion, data is erased within the periods stated in the Privacy Policy.

12Term and termination

These Terms apply from acceptance until the account is deleted. You may stop using the service at any time by deleting the account or emailing support.

The Provider may terminate the Terms extrajudicially for a material breach with 10 days’ notice, except where the breach requires immediate blocking (fraud, attacks on infrastructure).

13Changes to these Terms

The Provider may update these Terms. A new version takes effect 10 days after publication on this page unless another term is stated. We will additionally notify you by email about material changes. Continued use after the effective date means accepting the new version.

14Governing law and disputes

These Terms are governed by the law of the Russian Federation. Disputes are resolved by negotiation; a claim procedure is mandatory with a 30-calendar-day response time.

If no agreement is reached, the dispute is submitted to court under the jurisdiction rules of Russian law.

15Provider requisites

For any questions regarding these Terms, payments and refunds, email hello@chatva.app.