Terms of Service

Effective date: August 21, 2026

These Terms of Service (“Terms”) govern your access to and use of Candor (“Service”).

Candor is operated by Nick Langat, trading as Candor.

By creating an account or using the Service you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Definitions

2. Description of Service

Candor is a SaaS customer support platform. It enables you to:

• Manage a shared Inbox for conversations from your embedded widget, connected email address, and WhatsApp
• Embed a widget on your site for live chat, feedback submission, a help center, and live voice calls
• Collect and triage customer feedback on a board with public voting and a shareable Roadmap
• Publish Knowledge Base help-center articles, searchable from both your dashboard and the widget
• Let customers talk to an AI Voice Agent that can answer from your Knowledge Base or hand off to your team
• Connect customer evidence to Insights and Opportunities that inform what you build next

3. Accounts and Registration

• You must provide accurate, current, and complete information during registration.
• You are responsible for maintaining the security of your account credentials and API keys.
• You must notify us immediately if you suspect unauthorized access to your account.
• You may not create an account on behalf of another person without their explicit authorization.
• One workspace corresponds to one active subscription. Additional members may be added subject to your plan's seat limits.

4. Subscription Plans and Billing

Candor offers the following plans:

Annual billing is available at a discount.

Billing terms:

• Subscriptions are billed in advance on a monthly or annual cycle.
• All payments are processed by Paddle.com, our Merchant of Record. Fees are in US dollars and are non-refundable except as stated in our Refund Policy.
• Changes to your seat count are prorated immediately rather than waiting for the next billing cycle.
• We reserve the right to change prices with 30 days' written notice to your registered email address.
• Failure to pay may result in suspension or downgrade of your workspace to the Free plan.
• Taxes are your responsibility unless Paddle, as Merchant of Record, is required to collect them on our behalf by law.

5. Free Trial

New workspaces receive a 14-day free trial of a paid plan. No credit card is required to start a trial.

• Trials are available once per workspace.
• At the end of the trial your workspace reverts to the Free plan unless you subscribe.
• We reserve the right to modify or discontinue trial offerings at any time.

6. Acceptable Use

You agree not to use the Service to:

• Impersonate a person, or mislead your customers about whether they are speaking with a human or the AI Voice Agent.
• Transmit malware, exploit code, or attempt to compromise the Service.
• Attempt to reverse-engineer, decompile, or extract the Service's source code.
• Resell, sublicense, or provide the Service to third parties without our written consent.
• Circumvent seat, conversation, or voice-minute limits programmatically.
• Use the Service in any way that violates applicable law or infringes third-party rights.

We reserve the right to suspend or terminate any account that violates these restrictions without prior notice.

7. Data and Privacy

Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

You retain ownership of all data submitted by you or your customers through the Service. By using the Service you grant us a limited, non-exclusive licence to store, process, and display that data solely to provide the Service.

You are responsible for ensuring that any data you or your customers transmit through the Service, including conversations, feedback, and Voice Agent calls, complies with applicable privacy laws.

8. Service Availability

We target high availability for the Candor platform but do not guarantee uninterrupted uptime. Planned maintenance will be communicated in advance where possible.

We are not liable for downtime caused by:

• Third-party services (Paddle, ElevenLabs, cloud providers, DNS)
• Factors outside our reasonable control (force majeure events)
• Your misconfiguration of the widget embed or allowed domains

9. Intellectual Property

The Candor platform, brand, logo, and documentation are owned by us and protected by intellectual property law. These Terms do not grant you any rights to our trademarks or brand assets.

You retain all rights to your own data and content.

10. Termination

By you:You may cancel your subscription at any time from Settings > Billing. Access continues until the end of the current billing period.

By us: We may suspend or terminate your account immediately if:

• You violate these Terms
• Your payment fails and is not resolved within 7 days
• We are required to do so by law

On termination, your data is retained for 30 days to allow for export, after which it is permanently deleted.

11. Disclaimer and Limitation of Liability

The Service is provided “as is” and “as available” without warranties of any kind, express or implied.

To the maximum extent permitted by law:

• Candor is not liable for any indirect, incidental, special, consequential, or punitive damages.
• Our total aggregate liability for any claim arising out of or related to these Terms or the Service shall not exceed the fees you paid to us in the 3 months preceding the claim.

Nothing in these Terms limits liability for death, personal injury, or fraud caused by our negligence.

12. Governing Law

These Terms are governed by the laws of Kenya. Any disputes shall be resolved exclusively in the courts of Kenya.

13. Changes to These Terms

We may update these Terms at any time. We will notify you by email at least 14 days before material changes take effect. Continued use of the Service after that date constitutes acceptance of the updated Terms.

14. Contact

For questions about these Terms, contact us at legal@usecandor.cc.