NovixChat
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Terms of Service

Last updated: April 2025

1. Acceptance of Terms

Welcome to NovixChat. This service is provided by Novix Star Limited ("the Company", "we"), a company incorporated in Hong Kong. By using our platform (including novixchat.ai and app.novixchat.ai), or by clicking "Start", "Sign Up", or any similar button, you agree to be bound by these Terms of Service. This constitutes a legally binding agreement pursuant to the Electronic Transactions Ordinance (Cap. 553, Laws of Hong Kong). If you do not agree to any of these terms, please do not use the platform.

2. Service Description

NovixChat is an AI-powered WhatsApp commerce platform that helps merchants automatically handle customer conversations, orders, bookings, and business management. Services include but are not limited to:

  • AI-powered automatic replies to customer WhatsApp messages
  • Automated order processing and payment links
  • Booking management and automatic reminders
  • Customer relationship management and memory system
  • Merchant management dashboard

3. Accounts

  • You must provide accurate and complete information to register an account
  • You are responsible for maintaining the security of your account credentials
  • You are responsible for all activities under your account
  • Each merchant account may only be used for one business

4. Acceptable Use

When using our platform, you agree not to:

  • Violate any applicable laws or regulations, including the Unsolicited Electronic Messages Ordinance (Cap. 593)
  • Send spam or unsolicited promotional messages without customer consent
  • Use the platform for fraud, scams, or other illegal activities
  • Misuse AI features to generate harmful, misleading, or illegal content
  • Attempt to interfere with or disrupt the normal operation of the platform
  • Resell or transfer account access
  • Violate Meta/WhatsApp commercial messaging policies
  • Process sensitive personal data (including health data, biometric data, or data relating to criminal offences) through the platform without our prior written consent

5. WhatsApp & Third-Party Services

Our platform operates via the Meta WhatsApp Business API. Use of our platform is also subject to Meta and WhatsApp's terms of service. Merchants are responsible for ensuring their WhatsApp usage complies with Meta's policies, including but not limited to commercial messaging policies and message template guidelines.

Payment services are provided by Stripe, and your use is also subject to Stripe's terms of service.

6. Pricing & Payment

  • The free plan provides 200 AI replies per month
  • Paid plans are billed monthly; all prices are in Hong Kong Dollars (HKD)
  • We reserve the right to adjust pricing with advance notice to existing customers
  • Overdue payments may result in service suspension
  • After cancellation, service continues until the end of the current billing cycle
  • All fees are non-refundable except where required by applicable law. No pro-rata refunds will be issued for partial-month usage or early cancellation.

7. AI Services & Merchant Obligations

AI replies are automatically generated based on information and guidelines provided by the merchant. While we strive to ensure accuracy:

  • AI replies do not constitute professional advice
  • Merchants are responsible for ensuring AI reply accuracy meets their business needs
  • Merchants should configure appropriate guidelines and boundaries to control AI behaviour
  • We do not guarantee that AI replies are completely accurate or error-free
  • Merchants must disclose to their end customers that responses may be generated by AI, in accordance with the Trade Descriptions Ordinance (Cap. 362) and any other applicable laws

8. Data, Privacy & Merchant Responsibilities

Data processing practices are detailed in our Privacy Policy.

You acknowledge that you are the data user (as defined under the PDPO) with respect to personal data of your customers processed through the platform. You are solely responsible for:

  • Providing appropriate privacy notices to your customers informing them that their data will be processed by AI and shared with NovixChat as a data processor
  • Obtaining any required consent from your customers
  • Responding to data access and correction requests from your customers in accordance with the PDPO
  • Complying with all applicable data protection laws, including the PDPO and any laws of the jurisdictions in which your customers are located

9. Intellectual Property

All intellectual property rights in the NovixChat platform (including software, design, and trademarks) belong to Novix Star Limited. Merchants retain ownership of their business data.

10. Service Availability & Force Majeure

We strive to maintain platform stability but do not guarantee uninterrupted service. We are not liable for service interruptions caused by system maintenance, third-party service outages, or force majeure events.

For the purposes of these terms, "force majeure" includes but is not limited to natural disasters, pandemics, acts of government, war, terrorism, civil unrest, power failures, internet or telecommunications failures, cyberattacks, failures of third-party platforms (including Meta, WhatsApp, or Stripe), and any other events beyond our reasonable control.

11. Disclaimer of Warranties

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT ANY DEFECTS WILL BE CORRECTED.

12. Limitation of Liability

Nothing in these terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for fraud or personal injury caused by negligence.

Subject to the foregoing, to the maximum extent permitted by law, we shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of revenue, data loss, business interruption, or losses arising from AI-generated replies (including but not limited to incorrect pricing, erroneous order processing, or inaccurate product information).

Our total aggregate liability to you for any and all claims arising out of or in connection with the platform or these terms shall not exceed the total fees paid by you to us in the twelve (12) months immediately preceding the event giving rise to the claim, or HKD 10,000, whichever is lesser.

13. Indemnification

You agree to indemnify, defend, and hold harmless Novix Star Limited, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the platform; (b) your violation of these terms; (c) any content, data, or information provided by you through the platform; (d) the content of AI-generated replies based on your instructions, product information, or business guidelines; or (e) your violation of any third party's rights or applicable laws.

14. Termination

We reserve the right to suspend or terminate accounts that violate these terms. Users may also cancel their accounts at any time. After termination, your data will be handled in accordance with our Privacy Policy.

15. Governing Law & Dispute Resolution

These terms are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. In the event of any dispute, the parties shall first attempt to resolve the matter through good-faith negotiation for a period of not less than 30 days. If the dispute is not resolved through negotiation, either party may submit the dispute to the exclusive jurisdiction of the courts of Hong Kong.

These terms are provided in English and Chinese. In the event of any conflict or inconsistency between the English and Chinese versions, the English version shall prevail.

16. Amendments

We may amend these Terms of Service from time to time. Material changes will be communicated via platform notifications or email. Continued use of the platform constitutes acceptance of the amended terms.

17. General Provisions

  • If any provision of these terms is held to be invalid or unenforceable, that provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, severed from these terms. The remaining provisions shall continue in full force and effect.
  • These Terms of Service, together with the Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Novix Star Limited regarding the use of the platform, and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written.
  • We may assign or transfer our rights and obligations under these terms without your consent, including in connection with a merger, acquisition, or sale of assets. You may not assign your rights under these terms without our prior written consent.
  • Any claim arising out of or in connection with the platform or these terms must be brought within twelve (12) months of the event giving rise to the claim. Any claim not brought within this period shall be permanently barred, to the extent permitted by applicable law.
  • No failure or delay by us in exercising any right under these terms shall operate as a waiver of such right.

18. Contact Us

For any questions regarding these Terms of Service, please contact:

Novix Star Limited Address: Rm 1805-06, 18/F, Hollywood Plaza, 610 Nathan Road, Kowloon, Hong Kong Tel: +852 5291 5382 Email: contact@novixchat.ai