Terms of Service

1. Acceptance of Terms

By creating a tenant account, accessing the dashboard, connecting customer channels, executing API requests, or activating an enterprise license, you agree to be bound by these Terms of Service. If you are registering on behalf of a corporation or entity, you represent and warrant that you possess full legal authority to bind that organization to these terms.

2. Description of Service & Omnichannel Architecture

Flowk provides an AI-powered conversational platform allowing businesses to train, deploy, govern, and monitor automated customer service agents across multiple native communication channels, including:

• Web Chat Widget: Embeddable interactive web client and JavaScript SDK.
• Meta Cloud APIs: Official WhatsApp Business API (WABA), Instagram Direct Messages, and Facebook Messenger.
• Social & Messaging Bots: TikTok Direct Messages and Telegram Bot API.
• Inbound & Outbound Email: Automated SMTP/IMAP and transactional email routing.
• Developer APIs & Webhooks: REST endpoints and Server-Sent Events (SSE) streaming gateways for custom frontends.

3. Session Metering, Rollover & Automated Escalation Governance

To provide predictable, transparent billing and safeguard tenants against unexpected usage spikes or runaway agent conversations, Flowk enforces deterministic session governance rules:

• Standard Session Unit: A single billable AI session unit is defined as up to eight (8) conversational turns OR sixty (60) consecutive minutes of conversational inactivity, whichever threshold is reached first.
• Rollover Metering:A conversation continuing beyond eight turns enters Turn 9, which automatically initiates Session Unit #2 and debits the second credit from the tenant’s wallet balance.
• Two-Session Hard Ceiling (Tenant Bill Protection): At Turn 17 and above (exceeding 2 continuous session units / 16 continuous turns), the platform automatically cuts off automated AI responses and initiates a mandatory Human-in-the-Loop transfer (HITL_REQUIRED / force_manual_mode). This strictly caps billable financial exposure per continuous customer issue at a maximum of two (2) session credits.
• Early Deflection Exemption: Any interaction escalating to a human operator within two (2) turns or fewer is classified as an Unconsumed Route and is not billed (zero credits deducted, or automatically refunded).
• Fair-Use Token Ceiling: Individual inbound customer messages are subject to an input ceiling of 2,000 tokens (~8,000 characters). Excessive input lengths are truncated automatically at the edge to protect tenant compute quotas.
• Infinite Loop Circuit Breaker: If an automated agent and customer produce three (3) consecutive identical intent repetitions, the platform circuit breaker triggers an instant, automatic escalation to human operators.
• Prepaid AI Credits & Wallet Balances: Top-up bundles purchased via Paystack (in NGN, USD, or supported currencies) are non-refundable and expire only upon explicit tenant account termination.

4. AI Agent Autonomy, Hallucination Limits & Tenant Responsibility

Flowk provides structured guideline enforcement via deterministic AI frameworks to minimize non-factual outputs. However, you acknowledge that Large Language Models (LLMs) may produce unexpected, inaccurate, or incomplete responses (“hallucinations”).

You agree that your organization remains solely responsible for the configuration, behavior, pricing quotations, promises, and outcomes generated by your deployed AI agents across all connected channels.

5. Multimodal Data Processing & Knowledge Base Ingestion

Depending on your subscription plan permissions, your agents may process multimodal customer inputs:

• Audio Voice Notes: Inbound voice recordings are transcribed into text using automated Speech-to-Text (STT) models before processing.
• Vision & Images: Scanned receipts, product photos, and visual attachments are processed through computer vision models for entity extraction.
• Document Knowledge Bases (RAG): Uploaded PDF, TXT, and documentation files are parsed, chunked, and stored as vector embeddings in localized vector databases for semantic retrieval. You warrant that you hold all necessary intellectual property rights to documents uploaded to your knowledge bases.

6. Outbound WhatsApp Broadcasts & Anti-Spam Indemnity

When utilizing Flowk’s broadcast campaign features (BroadcastCampaign, WhatsAppTemplate):

• You represent and warrant that you possess verified, explicit opt-in consent from every recipient in uploaded recipient lists before initiating outbound broadcast messages.
• You agree to comply strictly with the Meta WhatsApp Business Messaging Policy, the CAN-SPAM Act, the GDPR, and all applicable national telecom consumer protection laws.
• Indemnity: You agree to defend, indemnify, and hold harmless Kemonai Technologies Limited from any fines, carrier penalties, Meta Business Account quality downgrades, or phone number bans arising from your outbound messaging campaigns.

7. Human-in-the-Loop (HITL) & Real-Time Operator Takeover

Flowk provides a real-time omnichannel inbox where authorized human operators can monitor ongoing AI conversations, inject canned replies, write private internal session notes (SessionNote), take over active chats (agent-takeover), or return conversations to automated AI mode (agent-handover). You are responsible for ensuring that human operators handling customer chats comply with your internal privacy and security standards.

8. Security, Threat Governance, Honeypots & Automated IP Banning

To defend the platform, infrastructure, and tenant data from malicious exploitation and unauthorized scraping:

• Automated Reconnaissance Traps: Flowk edge proxies operate active honeypot paths (e.g. /.env, /.git, /wp-admin, /actuator) and hidden form decoys. Any client IP initiating automated reconnaissance probes is automatically and permanently blacklisted via IpBan and denied access across all platform entry points.
• Operator IP Banning: Tenant operators have the authority to block specific customer IP addresses directly from their inbox interface.
• Rate Limiting: All API and authentication endpoints enforce strict IP-based rate limiting (30 auth req/min; 300 API req/min).

9. Partner Whitelabeling, CNAME & Sub-Tenant Management

SaaS providers enrolled in the Flowk Partner Program may provision sub-tenants, map custom domains (CNAME), and customize platform themes. Partners agree that:

• They remain liable for the billing, support, and compliance of their provisioned sub-accounts.
• Flowk retains underlying intellectual property rights in the agent execution runtime and platform architecture.

10. Enterprise Deployments & License Heartbeat Monitoring

For on-premises, dedicated VPC, or private cloud enterprise installations:

• Instances periodically transmit license validation heartbeats (containing instance ID, software version, cloud region, and active status) to Flowk’s central licensing servers (https://api.flowk.ai).
• In the event of license expiration, non-payment, or material breach, Flowk reserves the right to remotely suspend instance operation (isInstanceSuspended) until resolved.

11. Acceptable Use Policy

You agree not to use the Service, or permit third parties to use the Service, to:

• Deploy agents that facilitate harassment, hate speech, financial scams, malware distribution, or unlicensed medical/legal advice.
• Attempt to bypass security controls, reverse-engineer the Parlant execution engine, or probe internal RPC routes (/api/internal/*).
• Harvest or scrape user data from third-party channels in violation of their developer agreements.

12. Termination & Workspace Suspension

Flowk reserves the right to immediately suspend or terminate your workspace, API keys, or enterprise instance without prior notice in cases of: (a) material violation of this Acceptable Use Policy; (b) repeated third-party policy violations (e.g., Meta WABA bans); (c) fraudulent payment activity; or (d) security threats jeopardizing platform multi-tenancy.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, KEMONAI TECHNOLOGIES LIMITED SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS REPUTATION, ARISING FROM AI-GENERATED OUTPUTS, CHANNEL DOWNTIME (INCLUDING META, TELEGRAM, OR TIKTOK OUTAGES), OR AUTOMATED CONVERSATION ROUTING.

14. Modifications to Terms

We may update these terms from time to time to reflect new platform capabilities or regulatory requirements. We will provide notice of material updates by posting an announcement in the dashboard or via email. Continued use of Flowk after such notice constitutes acceptance.