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Terms of Service

Effective September 27, 2026

These Terms explain the agreement between you and PlugMatrix, LLC when you use PlugMatrix. We've tried to write them in plain English. Please read them, together with our Privacy Policy.

1. The agreement

These Terms of Service ("Terms") are a contract between PlugMatrix, LLC ("PlugMatrix", "we", "us") and the person or organization that creates an account or uses our websites, apps, WordPress plugin, embeddable widgets and APIs (together, the "Services"). If you use the Services for a company or other organization, you confirm that you may accept these Terms for it, and "you" means that organization.

By creating an account, installing our plugin or widgets, or otherwise using the Services, you agree to these Terms. If you don't agree, please don't use the Services. You must be at least 18 years old and able to enter into a binding contract. The Services are built for businesses and professionals, not for personal, family or household use.

2. The Services

PlugMatrix gives websites connected tools, which you can turn on for each of your websites, including Live Chat (with an AI assistant), Forms, Reviews and Bookings, and a shared dashboard for contacts, leads and analytics. What is included, and the limits that apply, depend on your plan as described on ourpricing page and in your account. Features marked as beta, preview or early access are provided for evaluation, may change or be withdrawn, and may be less reliable than the rest of the Services.

3. Accounts

  • Give us accurate information when you sign up, and keep it up to date.
  • Keep your password and access credentials (API keys, activation keys, plugin connections) secure. You're responsible for everything that happens in your account, including what the team members and agencies you invite do.
  • Tell us right away at [email protected] if you believe your account has been accessed without permission.
  • A workspace (organization) belongs to its owner. Owners and admins control who has access and what each person can do.

4. Plans, trials and billing

Trials

New accounts may start with a free trial (currently 14 days, no card needed). When a trial ends, choose a paid plan to keep using paid features. Otherwise the products that need a plan stop working until you do.

Subscriptions

Paid plans are subscriptions, billed in advance each month or year. You can buy products individually, in a bundle, or as the All-in-One plan. Prices, bundle discounts and what each tier includes are shown on our pricing page and at checkout. Subscriptions renew automatically at the end of each billing period until you cancel.

Payments and taxes

Payments are processed by our payment provider (Stripe), or invoiced when we have agreed to that. You authorize us to charge your payment method for your subscription and any extras you choose. Prices don't include taxes unless stated. You're responsible for applicable taxes, which we add where required.

Changes, upgrades and cancellation

  • When you add products or move to a higher tier, the change applies right away and the price difference for the rest of the period is charged (prorated). When you remove products or move to a lower tier, the change applies as described in your account at the time you make it.
  • You can cancel at any time in your account. Cancellation stops the next renewal; you keep access until the end of the period you've paid for.
  • Fees are non-refundable, except where the law requires a refund or we say otherwise in writing.
  • We may change our prices. We'll tell you at least 30 days before a price change applies to your subscription, and it takes effect at your next renewal after that.

Late payment

If a payment fails, we'll let you know and try again. If it stays unpaid after a grace period (currently 14 days), we may pause paid features until the account is paid up.

Usage limits

Plans come with limits, for example on websites, AI replies, form submissions or appointments. When you reach a limit, some features may stop until the next period or until you upgrade. We may also apply reasonable technical limits to protect the Services and other customers.

5. Your data

"Customer Data" means the content and information you and your website visitors put into the Services. It includes chat messages, form submissions and files, bookings, reviews, contacts, leads, the website content you choose to sync, and your settings.

  • You own your Customer Data. These Terms don't give us any ownership of it.
  • You give us a limited permission to host, copy, process, transmit and display Customer Data only as needed to provide, secure, support and improve the Services for you, and as the law requires. We handle personal information as described in our Privacy Policy.
  • For personal information about your visitors, customers and contacts, you are the controller (or "business"), and we process it for you as your processor (or "service provider"). If you need a data processing agreement, contact us.
  • You can export much of your Customer Data (for example contacts, form entries and bookings) from the dashboard. When you delete data or your workspace, we delete it as described in our Privacy Policy.
  • We may use aggregated or de-identified information that doesn't identify you, your visitors or any person, for example to measure and improve the Services.

6. Your website and your visitors

You decide how you use PlugMatrix with your website and your customers, and you're responsible for doing that lawfully. In particular, you're responsible for:

  • Telling your visitors about your use of PlugMatrix in your own privacy notice. Where the law requires it, you're also responsible for getting their consent, for example for analytics, cookies or similar storage, and for marketing messages. Our consent and privacy settings help, but you choose how to configure them.
  • Having the right to collect, use and share the information you gather through chats, forms, bookings and reviews, and to send the emails and messages you send through the Services.
  • Following the rules that apply to reviews and testimonials. For example, don't post fake reviews, don't publish testimonials without permission, and don't reward or pressure people for positive reviews in ways the law prohibits.
  • Not collecting sensitive information through the Services unless you are allowed to and it's appropriate. That includes payment card numbers, government ID numbers, health information and information about children.

7. Acceptable use

You agree not to use the Services, or let anyone use them, to:

  • break the law, or help anyone else break it;
  • infringe or misappropriate anyone's rights, including privacy and intellectual property rights;
  • send spam or unsolicited messages, or run phishing, scams or deceptive practices;
  • upload or spread malware, or anything designed to harm systems or data;
  • harass, threaten or abuse anyone, or share hateful, violent or sexually exploitative content;
  • probe, scan or test the security of the Services, or get around their limits or protections, without our written permission;
  • use the Services in a way that overloads them or interferes with other customers, or scrape or copy them other than through the features and APIs we provide;
  • resell, sublicense or offer the Services to others, except as your plan allows (for example agency or white-label features), or copy them to build a competing product.

We may remove content or restrict features that break these rules. Where it's reasonable, we'll tell you first so you can fix the problem.

8. AI features

Some features use artificial intelligence, for example chat replies, suggested replies, form and content suggestions, and review reply drafts.

  • AI output can be wrong, incomplete or out of date, even when it cites your content. Review what matters, and don't rely on AI output for legal, medical, financial or other professional advice.
  • You decide how the AI assistant answers your visitors. You're responsible for the content you give it to learn from, and for its answers on your website. You can hand conversations to your team at any time.
  • To provide these features, we send the relevant information to our AI providers, as described in our Privacy Policy. We don't use your Customer Data to train our own AI models.
  • Plans limit how much AI you can use; those limits appear in your account.

9. Third-party services

The Services work with third-party products and services, such as WordPress, page builders, Google services you choose to connect, email providers and payment processors. Your use of those is governed by their own terms and policies. We aren't responsible for third-party services, and they may change or stop working with the Services. When you connect one, you allow us to exchange the information needed to make the connection work.

10. The WordPress plugin

Our WordPress plugin connects your WordPress site to your PlugMatrix account. The plugin's code is licensed under the GNU General Public License (version 2 or later), and nothing in these Terms limits the rights that license gives you. The hosted Services the plugin connects to are provided under these Terms and need an account. The plugin only sends the information described in its documentation and in our Privacy Policy.

11. Our intellectual property

The Services, including our software (other than the GPL-licensed plugin code), design, text and brand, belong to PlugMatrix, LLC and its licensors. We give you a limited, non-exclusive, non-transferable right to use the Services while your account is in good standing and in line with these Terms. If you send us ideas or feedback, we may use them without any obligation to you.

12. Confidentiality

Each of us may see non-public information about the other, such as your Customer Data or our product plans and pricing. Each of us will use the other's confidential information only for purposes of this agreement, and protect it with reasonable care. This doesn't cover information that is public, was already known, is independently developed, or must be disclosed by law (with notice where allowed).

13. Availability and changes

We work hard to keep the Services available, secure and fast. But we don't promise they'll be uninterrupted or error-free unless we agree to a service level in writing. We may carry out maintenance, and we'll try to do it at quiet times. We keep improving the Services, which means we may add, change or remove features. If we remove a significant feature you pay for, we'll tell you in advance where we reasonably can.

14. Suspension and termination

  • You can stop using the Services and delete your workspace at any time. Deleting a workspace permanently deletes its data, as described in our Privacy Policy, so export anything you need first.
  • We may suspend or end your access if you seriously or repeatedly break these Terms, don't pay, create a security or legal risk, or if the law requires it. Where it's reasonable, we'll give you notice and a chance to fix the problem first.
  • If we end the Services for reasons other than your breach, we'll give you reasonable notice. We'll also refund any prepaid fees for the period after termination.
  • Sections that by their nature should survive termination still apply afterwards. That includes payment obligations, disclaimers, limitations of liability, indemnities and governing law.

15. Disclaimers

Except as expressly stated in these Terms, the Services are provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties, express or implied. That includes warranties of merchantability, fitness for a particular purpose, title and non-infringement, and any warranty that the Services or AI output will be accurate, uninterrupted or error-free. Some jurisdictions don't allow these exclusions, so some of them may not apply to you.

16. Limitation of liability

To the fullest extent the law allows:

  • Neither of us is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, even if told they were possible.
  • Each party's total liability arising out of or relating to these Terms and the Services is limited to the amount you paid us for the Services in the 12 months before the event giving rise to the claim. If that amount is less than one hundred U.S. dollars, the limit is one hundred U.S. dollars.
  • These limits don't apply to your payment obligations, your indemnity obligations, or liability that can't be limited by law.

17. Indemnification

You'll defend and indemnify PlugMatrix, LLC against third-party claims, and the damages and reasonable costs that result, arising from your Customer Data, your use of the Services in breach of these Terms, or your breach of law, including the laws on collecting data from your visitors and on sending messages. We'll tell you promptly about the claim and let you control its defense, and we'll cooperate reasonably at your expense.

18. Governing law and disputes

These Terms are governed by the laws of the State of Florida, United States, and applicable U.S. federal law, without regard to conflict-of-law rules. The state and federal courts located in Florida have exclusive jurisdiction over any dispute, and each of us agrees to their jurisdiction. Either of us may still seek urgent relief to protect confidential information or intellectual property in any court with jurisdiction. Before starting a formal dispute, please contact us so we can try to resolve it informally within 30 days. If you are a consumer in a country whose law gives you rights that can't be waived, nothing in these Terms takes them away.

19. Changes to these Terms

We may update these Terms from time to time. We'll post the new version here with a new effective date. If a change is material, we'll give you at least 30 days' notice by email or in the app before it applies to you. If you don't agree to the change, you can cancel before it takes effect. If you keep using the Services after it takes effect, you accept the updated Terms.

20. General

  • These Terms, the Privacy Policy and any order or plan terms you accept are the entire agreement between us about the Services.
  • You may not transfer this agreement without our written consent. We may transfer it as part of a merger, acquisition or sale of assets, or to an affiliate.
  • If part of these Terms can't be enforced, the rest remains in effect. Not enforcing a right isn't a waiver of it.
  • Neither of us is responsible for delays or failures caused by events beyond reasonable control. Examples are outages of hosting or internet providers, natural disasters, war, government action and labor disputes.
  • You'll comply with applicable export control and sanctions laws, and confirm you are not in a sanctioned country or on a restricted-party list.
  • We may send notices by email to your account owner's address or in the app. You may send notices to the address below.

21. Contact

Questions about these Terms? Email us at [email protected].

PlugMatrix, LLC