Terms of Service

These Terms of Service (“Terms”) govern your access to and use of Dispatch Layer (“we”, “us”, “our”), an AI-powered helpdesk triage and dispatch platform. By subscribing to or using Dispatch Layer you agree to these Terms.

1. The service

Dispatch Layer provides a software-as-a-service (SaaS) platform that connects to a Microsoft 365 shared mailbox, uses AI to triage inbound support emails, creates structured tickets, and routes them to the appropriate team members. The platform is deployed as a dedicated single-tenant instance per customer.

2. Subscriptions and billing

• Subscriptions are billed monthly in advance. Pricing is shown on the website at the time of purchase.
• Payments are processed by Stripe. We do not store payment card details.
• Subscriptions renew automatically each month unless cancelled before the renewal date.
• To cancel, contact us at info@dispatchlayer.co.uk at least 5 business days before your next renewal date.
• We do not offer refunds for partial months. If you cancel mid-month, access continues until the end of the current billing period.

3. Acceptable use

You agree not to:

• Use the platform for any unlawful purpose
• Attempt to reverse-engineer, decompile, or extract source code from the platform
• Use the platform to process data you do not have the right to process
• Resell, sublicense, or otherwise make the platform available to third parties without our written consent
• Attempt to circumvent security controls, rate limits, or access controls

4. Your data

You retain ownership of all data you bring into Dispatch Layer, including email content, ticket data, and customer information. We process your data solely to provide the service as described in our Privacy Policy.

You are responsible for ensuring you have the legal right to process the email content and personal data that passes through the platform, including obtaining any necessary consents from your customers.

5. Availability and support

• We aim for 99.5% monthly uptime. Scheduled maintenance will be communicated in advance by email where possible.
• Support is provided by email at info@dispatchlayer.co.uk. We aim to respond within one business day.
• The platform depends on third-party services including Microsoft Graph API and OpenAI. Outages or changes to these services may affect platform functionality.

6. AI-generated content

Dispatch Layer uses GPT-4o (OpenAI) to triage emails and draft acknowledgements. AI-generated content is provided as a draft for human review and should not be treated as advice. You are responsible for reviewing and approving AI-generated responses before they are sent to your customers. Low-confidence cases are automatically flagged for human review.

7. Intellectual property

The Dispatch Layer platform, including all software, design, and documentation, is our intellectual property. These Terms do not grant you any ownership rights in the platform.

Any feedback, suggestions, or feature requests you provide may be used by us to improve the platform without obligation or compensation.

8. Limitation of liability

To the maximum extent permitted by law, our total liability to you for any claim arising under or in connection with these Terms shall not exceed the total fees you paid to us in the 3 months preceding the claim.

We are not liable for indirect, incidental, special, or consequential damages, including loss of profits, data, or business opportunities, even if we have been advised of the possibility of such damages.

9. Termination

Either party may terminate the subscription by giving notice as described in section 2. We reserve the right to suspend or terminate your access immediately if you breach these Terms or use the platform in a way that could cause harm to us or third parties.

On termination, your data will be retained for 90 days and then permanently deleted, in accordance with our Privacy Policy.

10. Governing law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these Terms

We may update these Terms from time to time. We will give you at least 14 days’ notice of material changes by email. Continued use of the platform after the effective date constitutes acceptance of the updated Terms.