Terms and Conditions

2.1 What Alps Provides

Alps is a customer support and knowledge base platform that enables users to:

• Create support desks to manage customer conversations via email, web widget, and WhatsApp
• Build and publish help centers with knowledge base articles, FAQs, and guides
• Manage customer contacts with contact information, notes, and interaction history
• Integrate third-party services (Asana, Trello, email accounts, WhatsApp, etc.)
• Collect and organize conversations from multiple channels into a unified inbox
• Assign and track conversations across team members
• Publish public knowledge bases at custom domains or Alps-hosted subdomains

2.2 Service Levels

Alps is provided "as-is" without guaranteed uptime SLAs. However, we aim to maintain 99% platform availability during business hours (Monday-Friday, 9 AM-5 PM UTC), regular backups, and security controls.

Exceptions: Scheduled maintenance, third-party outages, and force majeure events may impact availability.

2.3 Limitations

The Service is not responsible for:

• Data loss due to user error or account compromise
• Performance issues caused by user configuration
• Third-party service failures
• Bandwidth or storage limitations exceeding plan tier

3.1 Account Creation

To use Alps, you must:

• Provide accurate, current, and complete information during registration
• Maintain the confidentiality of your password
• Accept full responsibility for all activities under your account
• Notify us immediately of any unauthorized access

3.2 Account Responsibility

You are responsible for:

• All activities and transactions under your account
• Maintaining the security of your login credentials
• Compliance with these Terms and all applicable laws
• The accuracy and legality of all data you upload or input

Workspace Owner Responsibility: The person who creates a workspace is the "Workspace Owner" and is responsible for all team member actions, customer data collected, and compliance with laws.

3.3 Account Termination

You may terminate your account at any time by logging into your workspace and going to Settings → Workspace → Delete Workspace. Upon termination:

• Your workspace and all associated data are marked for deletion
• You are no longer charged for the Service
• Data is retained for 30 days for recovery purposes
• Payment and invoice records are retained for 7 years (legal requirement)

4.1 Prohibited Activities

You agree not to use the Service to:

4.2 Content Policies

Customer Data (Data You Collect): You own all data you upload. You are responsible for obtaining proper consent from End Users before collecting their data and for complying with privacy laws (GDPR, CCPA, etc.).

Inappropriate Content: Alps retains the right to remove content that violates these Terms and may disable access to content without notice if it poses immediate harm or illegal risk.

5.1 Your Data Ownership

Workspace Owners Own Customer Data: All customer data you collect (contacts, conversations, messages) belongs to you. Alps acts as a data processor on your behalf.

Your Responsibilities: You are responsible for compliance with privacy laws (GDPR, CCPA, LGPD, etc.). You must obtain End User consent before collecting their personal data via the widget and must disclose your privacy practices to End Users.

5.2 End User Data

When your customers/visitors use your support widget:

• Direct Relationship: They have a direct relationship with you (not Alps)
• Consent & Disclosure: You are responsible for obtaining their consent and disclosing your privacy practices
• Data Rights: End Users may request access, deletion, or portability of their data from you
• Compliance: You are responsible for responding to GDPR/CCPA/etc. requests from your customers

5.3 Data Backup & Recovery

Alps maintains automated backups of workspace data with daily backups retained for 30 days. In case of data loss, we will attempt recovery from backups. However, you should maintain your own backups if data permanence is critical.

6.1 Billing Cycle

• Trial Period: 14 days free trial (no payment required)
• After Trial: You are billed monthly on the same day your trial began
• Prorated Billing: Adding team members or upgrading plans will be prorated for the current billing cycle

6.2 Payment Methods

• Accepted Payment: Credit card via Paystack (Visa, MasterCard, etc.)
• Failed Payments: If a payment fails, we will retry for up to 5 business days and your account access may be suspended
• Re-enabling: Re-enabling your account requires successful payment

6.3 Subscription Management

You can manage your subscription by:

• Upgrading: Immediately effective; prorated charge to current billing cycle
• Downgrading: Effective at next billing cycle
• Canceling: Your subscription ends at the end of your current billing period; you retain access until then

6.4 Refund Policy

• Trial Period: No refunds (trial is free)
• Paid Subscription: No refunds for partial months or unused services
• Exception: If we experience an outage for more than 48 consecutive hours, contact us to discuss credit/refund

7.1 Alps' Intellectual Property

The Alps platform, code, design, logos, and branding are our property (licensed to you). We grant you a limited, non-exclusive, revocable license to use the Service in accordance with these Terms.

You may not copy, modify, reverse-engineer, resell, or redistribute the Service.

7.2 Your Content

You retain all rights to content you create and upload. You grant us a worldwide, royalty-free license to store, process, display, and back up your content as necessary to provide the Service.

Articles published in your help center may be indexed by search engines and accessed publicly.

7.3 Third-Party Content

Integration with Asana, Trello, WhatsApp, email providers, etc., are governed by their terms. We are not responsible for third-party API changes, outages, or policy updates.

8.1 "AS-IS" Service

The Service is provided "AS-IS" and "AS AVAILABLE" without warranties of any kind. We disclaim warranties of merchantability, fitness for a particular purpose, non-infringement, and uninterrupted/error-free operation.

8.2 No Guarantee of Success

• We do not guarantee that the Service will increase your customer satisfaction or revenue
• We do not guarantee specific response times or performance benchmarks
• We do not guarantee that integrations will work flawlessly with third-party services

8.3 Third-Party Disclaimer

We are not responsible for third-party service failures (email providers, Paystack, Pusher, Cloudinary, etc.). If a third-party service changes its terms, pricing, or discontinues service, we are not liable.

9.1 Liability Cap

In no event shall Alps be liable for loss of data, revenue, profits, or business opportunity; indirect, incidental, consequential, special, or punitive damages; or damages arising from your use of the Service or third-party integrations.

Cap Amount: Our total liability is limited to the amount you paid for the Service in the 12 months preceding the incident (or $100, whichever is greater).

9.2 Exceptions to Liability Cap

The liability cap does not apply to:

• Your indemnification obligations
• Violations of intellectual property rights
• Breach of confidentiality
• Gross negligence or willful misconduct
• Death or personal injury (where liability cannot be excluded by law)

11.1 Termination by You

You may terminate your account at any time by deleting your workspace in Settings and confirming the deletion.

Upon termination: your account access ends immediately, you are no longer charged, and your data is retained for 30 days for recovery.

11.2 Termination by Alps

Alps may terminate your account immediately if you violate these Terms, engage in fraud/abuse, fail to pay after 5 business days, or pose a security risk.

We will provide notice via email when practicable, except for immediate security threats or illegal activity.

11.3 Data After Termination

• Your Data: Available for export/download for 30 days after termination
• Deletion: We will delete your data 30 days after termination (unless legally required to retain)
• Request: Email info@tryalps.com to request immediate deletion before the 30-day period

12.1 Your Data Security

We use industry-standard encryption (HTTPS, Firebase security) to protect your data. Access is controlled via role-based permissions (Owner/Admin/Member). We maintain firewalls, intrusion detection, and logging.

12.2 Our Confidentiality

We treat your workspace and customer data as confidential. We do not share your data with third parties except as disclosed in the Privacy Policy. We do not use your data for marketing, training, or competitive purposes except as required for legal compliance or abuse prevention.

12.3 Privacy Policy

For detailed information about how we collect, use, and protect data, see our Privacy Policy (separate document). The Privacy Policy governs data protection; these Terms govern service usage.

13.1 Technical Support

Support is available via email at info@tryalps.com. Response times are during business hours (Monday-Friday, 9 AM-5 PM UTC).

13.2 Platform Updates

We may update, modify, improve, or discontinue features. We implement security patches immediately. Your continued use indicates acceptance of updates.

13.3 Maintenance

We perform maintenance as needed with minimal notice. Scheduled maintenance is typically outside business hours. Emergency maintenance may occur without notice for security reasons.

14.1 Integration Terms

When you connect third-party services (Asana, Trello, email, WhatsApp, etc.), you agree to their terms and privacy policies. You authorize Alps to act as an intermediary and acknowledge we are not responsible for their service quality, security, or privacy practices.

14.2 Revoking Access

You can revoke third-party access at any time in Workspace Settings → Integrations. Revocation is immediate.

15.1 Informal Resolution

Before initiating formal proceedings, both parties agree to attempt amicable resolution by sending written notice and attempting to resolve in good faith within 30 days.

Disputes must be notified in writing within 12 months of the cause of action.

15.2 Arbitration

Any dispute that cannot be resolved amicably shall be resolved by binding arbitration under UNCITRAL Arbitration Rules as administered by the Nigerian Arbitration and Mediation Centre (NAMC).

15.3 Governing Law

These Terms are governed by the laws of the Federal Republic of Nigeria, including the NDPR (Nigeria Data Protection Regulation) where applicable.

16.1 NDPR & Data Protection

For all users in Nigeria, Alps complies with the Nigeria Data Protection Regulation (NDPR). We provide a Data Processing Agreement (DPA) upon request and implement data subject rights under NDPR.

16.2 Multi-Jurisdictional Compliance

For users with data subjects in other jurisdictions, we comply with POPIA (South Africa), GDPR (EU/EEA), CCPA/CPRA (California), and other applicable data protection frameworks.

16.3 AML & KYC

You represent that you are not engaged in money laundering or financing of illegal activities. Your funds are not derived from illegal proceeds. You comply with Nigerian AML/CFT regulations and CBN KYC requirements.

16.4 Corruption & Bribery

You certify that you comply with the UK Bribery Act 2010 and equivalent laws. You do not engage in corruption or bribery and will not use the Service to facilitate corrupt activities.

17.1 Entire Agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and Alps regarding the Service.

17.2 Severability

If any provision of these Terms is found invalid or unenforceable, that provision will be modified to the minimum extent necessary to make it valid, or if impossible, severed.

17.3 Assignment

You may not assign these Terms without our written consent. We may assign these Terms to a successor company (we'll notify you via email).

17.4 Survival

Sections covering Data, IP, Warranties, Liability, Indemnification, Confidentiality, Third Parties, Disputes, and Compliance remain in effect after termination.

18.1 Workspace Owners/Customers

Additional obligations:

• Ensure all team members comply with these Terms
• Maintain responsibility for End User data collection and consent
• Comply with privacy laws in your use of the Service
• Respond to End User requests for access, deletion, or portability
• Maintain confidentiality of workspace and team data

18.2 Workspace Agents/Team Members

By accepting an invitation to manage a workspace, you agree to:

• Follow the Workspace Owner's policies and procedures
• Comply with these Terms and applicable laws
• Maintain confidentiality of customer data
• Not access or modify conversations outside your assigned scope
• Report suspected abuse or security issues to the Workspace Owner

18.3 End Users

When you use a public support widget or help center, your interactions are with the Workspace Owner (not directly with Alps). Your data is processed by them in accordance with their privacy practices. You should review their privacy policy.

19.1 Updates

Alps may update these Terms at any time. Changes are effective immediately for clarifications/bug fixes, and 30 days after notice for material changes (we'll email you).

19.2 Acceptance

Your continued use after changes are posted means you accept the updated Terms. If you do not agree, you must stop using the Service.