Terms of Service

1. Service Description

Incoho is an AI-powered email customer service platform for ecommerce merchants. The service connects to your email account (through the Gmail API for Gmail and Google Workspace accounts connected with Google, or through IMAP/SMTP for other providers), classifies incoming customer emails using AI, and drafts replies for your review and approval. If you turn on auto-send, Incoho can also send qualifying replies automatically according to your settings. By using Incoho, you agree to these Terms of Service and acknowledge our Privacy Policy.

2. Account Registration

You must provide accurate and complete information when creating an account. You are responsible for maintaining the security of your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use.

3. Acceptable Use

You agree not to:

• Use the service to send spam, phishing, or unsolicited emails.
• Violate any applicable laws or regulations, including CAN-SPAM, GDPR, or other email and privacy laws.
• Attempt to reverse-engineer, decompile, or access the source code of the service.
• Share your account credentials or allow third parties to access your account.
• Use the service in any way that could harm, disable, or impair the service or interfere with other users.

4. Payment Terms

New accounts start with a 14-day Pro trial limited to 50 AI-processed emails, with no credit card required. When the trial ends, your account moves to the Free plan (25 AI-processed emails per month) unless you choose a paid plan. Paid plans are billed monthly in advance via Stripe and renew automatically until you cancel. When you change between paid plans, the change takes effect immediately and Stripe prorates the difference. Each plan includes a monthly email allowance. Emails that arrive after you reach it are not classified or drafted by AI, even after your allowance resets or you upgrade; they are saved to your dashboard marked “Limit reached” so you can answer them yourself. You can cancel at any time from the Billing page in your dashboard. Cancellation takes effect at the end of your current billing period, and you keep access to your paid plan until then. All fees are non-refundable, and we do not provide refunds or credits for partial billing periods or unused emails, other than the prorated credit Stripe applies when you move to a lower-priced paid plan, except where required by applicable law. We reserve the right to change pricing with 30 days' notice.

5. Google Account Integration

If you choose to connect a Gmail or Google Workspace account via Google OAuth, you grant Incoho permission to read your email and send email on your behalf through the Gmail API, using the gmail.readonly and gmail.send scopes. Incoho downloads in full every message received after you connect (and up to 24 hours before, on the first check) that is not in Sent, Spam, Trash, Drafts, or Scheduled, including messages under other labels or archived, as described in our Privacy Policy. This access is used exclusively to process incoming customer emails and send replies that you approve, write, or have enabled through auto-send.

Incoho's use of Google user data is limited to providing and improving the email processing features of the service. We comply with the Google API Services User Data Policy, including the Limited Use requirements. Clicking Disconnect on the Email Accounts page in your dashboard stops Incoho from checking and sending from that account. To fully revoke Incoho's access, remove it in your Google Account permissions.

6. AI-Generated Content

Incoho uses third-party AI models (listed in our Privacy Policy) to classify emails and draft replies. We may change the underlying models to maintain quality and availability. AI-generated drafts are suggestions and may contain errors. You are responsible for reviewing replies before they are sent. If you enable auto-send, you authorize Incoho to send AI-generated replies without individual review whenever they meet the auto-send rules you configured, and you remain responsible for those replies. Incoho is not liable for the content of AI-generated drafts or any consequences of sending them.

7. Disclaimers

The service is provided “as is” and “as available” without warranties of any kind, either express or implied. We do not guarantee that the AI classifications or drafted replies will be accurate, complete, or suitable for your purposes. We do not guarantee uninterrupted or error-free operation of the service.

8. Limitation of Liability

To the maximum extent permitted by law, Incoho and its founders, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly. Our total liability for any claim arising out of or relating to the service shall not exceed the amount you paid us in the 12 months preceding the claim.

9. Termination

We may suspend or terminate your access to the service at any time for violation of these terms. You may cancel your paid subscription at any time from the Billing page in your dashboard; your account then moves to the Free plan. To close your account, use Delete account at the bottom of that same Billing page: deletion is immediate and permanent, cancels any paid subscription without a refund for the remainder of the period, and deletes your data as described in our Privacy Policy.

10. Changes to These Terms

We may update these Terms of Service from time to time. We will notify you of material changes via email or through the service. Continued use of the service after changes constitutes acceptance of the updated terms.

11. Contact Us

If you have any questions about these Terms of Service, please contact us at support@incoho.ai. We aim to respond within 48 hours on business days.