Terms of Service

1.About these terms

DaloChat is run by Dalo Desk, an independent product studio based in Phnom Penh 120000, Cambodia (“DaloChat”, “we”, “us”). These terms are an agreement between you and us. They cover the DaloChat service at chat.dalodesk.com: our website, the dashboard, the bots we run for you, the “Try it” demo, demo accounts and any help we give you.

Dalo (dalodesk.com), which makes the KHQR codes you pay with, is also made by Dalo Desk.

By creating an account, signing in or paying for a plan, you accept these terms. If you use DaloChat for a business or organisation, you accept them on its behalf and confirm that you're allowed to.

Our Privacy Policy explains what information we keep and why. It is part of these terms. If you have a separate written agreement with us, for example for the Agency plan, that agreement applies where it differs from these terms.

2.The service

DaloChat connects your own Telegram bot to your team's Telegram group. Each customer who writes to your bot gets a topic in the group, where your team reads and replies. The dashboard adds an inbox, people and labels, messages to many people at once, scheduled messages, documents, settings and payment.

The AI add-on lets the bot answer customers from your documents, and adds translation, voice notes written down as text, reminders drafted from a schedule, and Ask DaloChat. Every paid plan also uses AI in the background to keep a short note on each person and to build Insights from the chats.

DaloChat is an independent service. It is not made, endorsed or run by Telegram.

We improve DaloChat over time, so features may be added, changed or removed. If a change takes away something important that you've paid for, we'll tell you and work it out with you.

3.Accounts and who may use DaloChat

• DaloChat is a tool for businesses and organisations, including shops, events, clubs and groups. To open an account you must be at least 18 and able to make a binding agreement.
• Most people sign in with a code we send to their email. Keep that email account safe: anyone who can read it can sign in as you. Tick “Keep me signed in” only on a device you trust.
• A project's owner or admin can make a staff login, with a username and password, for someone without email. The person who makes one is responsible for sharing the password safely, changing it if someone else may know it, and removing the login when it's no longer needed.
• You're responsible for what happens in your account and your projects, including what your teammates do there. A project's owner decides who joins, what role they have, and can remove them.
• Use an email address that works, so we can reach you about your account and payments.
• If you think someone has got into your account, write to [email protected] straight away.

4.Your bot, your group and Telegram

• You create your bot with Telegram's BotFather, and it stays yours. You give DaloChat its token so we can run the bot for you. We store the token encrypted and use it only to run your project.
• You must follow Telegram's Terms of Service and its rules for bots, as well as these terms.
• Telegram decides what bots can do, and it can limit, change or block a bot or a group. That is outside our control, and we're not responsible for it.
• If you disconnect your bot, DaloChat stops receiving its messages. What is already in your project stays until it is deleted, as the Privacy Policy explains.

5.Plans and payment

• Prices. Plans are priced per month, in US dollars. You pay for a plan on one project. On Growth and Scale, the same login can also open more projects on that plan at no extra cost: up to 5 projects in all on Growth and 10 on Scale. The prices and limits of each plan are the ones on our website when you pay. The Agency plan is by arrangement.
• How you pay. Pay by KHQR in your dashboard (our payment provider Dalo makes the code), or by bank transfer against an invoice we send you. Either way, the money goes to our account at ABA Bank. Your plan switches on once the payment is confirmed.
• No automatic charges. We don't keep card or bank details in DaloChat, and nothing renews by itself. A plan runs to the end date of the period you paid for.
• Renewing. We remind your team group a week before a plan ends, and again on the day it ends. To keep going, renew in Settings → Plan. Renewing the same plan adds the new months after your current end date. If you don't renew, we'll contact you, and we may then limit or pause the project.
• Paying ahead. Pay for 3 months at once and save 5%, or for 12 months and save 20%.
• Changing plan. Moving to a bigger plan, or adding AI once any free AI has ended, starts a new period on the day you pay. Time left on your old plan isn't carried over or refunded, so it's best to change near the end of a period. While free AI is still running, paying for the same plan, with or without AI, adds the new months after your current end date. You can move to a smaller plan, or drop AI, once your current period ends.
• Onboarding. If you'd like us to set DaloChat up with you, there's a one-time onboarding fee of $49, which isn't discounted. It's offered once, when a project starts on a plan with AI, and AI is free for the first 3 months of that plan.
• AI trial. If you set DaloChat up yourself, your project's first paid plan comes with 14 days of AI free. A project gets one trial.
• When free AI ends. We remind your team group before a free AI period ends. When it ends, AI stays on for 3 more days and then switches off by itself, unless you add AI to your plan. Nothing is charged, and you keep your plan, chats, people and documents.
• Limits. Each plan has monthly limits on new chats, messages and AI chats, and limits on teammates, projects and team groups. We tell your team group as you get close to a monthly limit, and your team keeps working when you reach one. When the month's AI chats are used up, the bot passes new chats to your team until the next month, unless you ask us to add more. If you're often over your limits, we'll talk to you about a plan that fits.
• Price changes. We may change our prices. We'll tell you before a new price applies to you, and a period you've already paid for keeps the price you paid.
• Refunds. We don't refund the unused part of a period you've started, unless the law requires it or we agree otherwise. If you think you were charged the wrong amount, write to us and we'll look into it.

6.Acceptable use

Telegram only lets a bot write to people who have started it. Please respect that spirit. You must not use DaloChat to:

• send spam or unwanted bulk messages, or message people who don't expect to hear from you;
• keep messaging someone who has asked you to stop;
• send anything that is illegal, fraudulent, misleading, threatening, harassing or hateful, or any sexual content involving children;
• run scams or phishing, or offer gambling, goods or services that are illegal where you or your customers are;
• pretend to be someone you're not, or collect passwords, card numbers or other sensitive details under false pretences;
• send malware or links to harmful sites;
• break the law that applies to you, including the laws of Cambodia and of the places where your customers are, or break Telegram's terms;
• try to get into other people's projects, get around plan limits, overload or attack the service, or copy or resell DaloChat without our written agreement.

If a project breaks these rules, we may stop messages from going out or suspend the project, as section 11 explains.

7.Your content and your customers

• Your content stays yours. Your documents, instructions, messages, labels and your customers' chats are your content. We don't claim ownership of it.
• What you allow us to do. You allow us to store, copy, process and send your content, including to the service providers named in our Privacy Policy, only as needed to run, protect and support DaloChat for you.
• What you send. You're responsible for your content and for what your team sends through DaloChat, including messages to many people and scheduled messages.
• Your customers' information. You decide why you collect your customers' information and how you use it; DaloChat handles it on your behalf. You're responsible for having a lawful reason to keep it and to message people; for telling your customers how their information is used, including that their chats are handled by DaloChat and by AI providers (every paid plan uses AI for the notes on each person and Insights); and for answering their requests to see, correct or delete it. We'll help where we can.
• Sensitive details. Don't ask customers to send card numbers, passwords or similar details through your bot.
• Feedback. If you send us ideas or feedback, we may use them to improve DaloChat without owing you anything for them.

8.AI features

• AI answers come from your documents, business details and instructions, and from answers your team has approved. Even so, they can be wrong, out of date or answer a different question from the one asked. Voice notes written down as text and translations can contain mistakes too.
• The bot is set up to pass a chat to your team when it isn't sure, but it won't catch every case.
• You're responsible for what your bot tells your customers. Keep your documents up to date, and have a person check anything important, such as prices, dates, payments and bookings, or anything about health, safety or the law.
• Notes on each person and Insights are written by AI from the chats. Treat them as helpful hints and check them before you act on them.
• Changes proposed by Ask DaloChat, reminders drafted from a schedule and answers learned from your team's replies wait for your OK before they're applied or sent.
• AI providers process the text, voice notes and files each task needs, as our Privacy Policy explains. A project's owner can switch off AI replies, notes on each person, learning from team replies, translation and voice notes written as text in Settings. Insights reads chats on every paid plan and has no switch in Settings; if you need it off, write to us.

9.Other services

• DaloChat depends on services that others run: Telegram, our hosting provider Cloudflare, AI providers, our email providers, our payment provider Dalo and our bank, ABA Bank. Their own terms apply to their part, and we're not responsible when they fail.
• If you connect your own system to DaloChat (an integration), you're responsible for that system, for the information it sends to DaloChat, and for keeping its key secret.

10.Availability

• We work to keep DaloChat running and your information safe, but we can't promise the service will be free of interruptions, delays or errors.
• Messages depend on Telegram and the internet, and AI depends on outside providers. A message may arrive late or, rarely, not at all.
• We may need to pause DaloChat for maintenance or for safety. We'll try to do this at quiet times and to warn you when we can.
• Keep your own copy of anything important. You can download your chats from the dashboard.

11.Suspension and ending

• You can stop using DaloChat at any time. Your plan runs to the end of the period you've paid for; section 5 explains refunds.
• We may suspend or close an account or project if you break these terms, don't pay, put other people or the service at risk, or if the law requires it. Where it's reasonable, we'll tell you first and give you a chance to put things right.
• Before you leave, download what you need. To have a project or your account deleted, write to [email protected]. After an account or project ends, we may delete its information.
• Sections 7, 12, 13 and 14 continue to apply after this agreement ends.

12.Limits of liability

• DaloChat is provided as it is and as available. As far as the law allows, we make no promises about it beyond those in these terms.
• As far as the law allows, we're not liable for indirect or follow-on losses, such as lost profits, lost sales, lost data or harm to your reputation; for what AI or your team tells your customers; or for failures of Telegram or other services we don't run.
• As far as the law allows, our total liability to you for all claims is limited to what you paid us for DaloChat in the 12 months before the claim.
• Nothing in these terms limits liability that the law doesn't allow to be limited, such as liability for fraud.

13.Claims caused by you

If someone makes a claim against us because of your content, your messages to customers, or your breaking these terms or the law, you'll cover our reasonable costs and losses from that claim.

14.Law and disputes

These terms are governed by the laws of the Kingdom of Cambodia. If there's a problem, please write to us first, and we'll try to settle it together. If we can't, the courts of the Kingdom of Cambodia will decide.

15.Changes to these terms

We may update these terms as DaloChat changes. We'll post the new version on this page with a new date. If a change is significant, we'll tell account owners by email or in their team group before it takes effect. If you keep using DaloChat after that, you accept the new terms.

16.General

• If any part of these terms can't be enforced, the rest still applies.
• If we don't enforce a right straight away, we haven't given it up.
• We may transfer this agreement to a company that takes over DaloChat, and we'll tell you if that happens. You may transfer it only with our written agreement.
• We'll contact you by email, in your dashboard or in your team group.

17.Contact us

Questions about these terms, or anything else: write to [email protected].