Terms of Service
Last updated: September 2026
These Terms of Service ("Terms") govern access to and use of Kaptila Welco, Kaptila DeskPilot, and the Kaptila client portal at portal.kaptila.com (together, the "Services"), provided by Mango Group, an Estonian company, under the Kaptila brand ("Kaptila", "we", "us"). By creating a Kaptila account or using the Services, you agree to these Terms on behalf of yourself and, if applicable, the company you represent ("you", "your").
Mango Group's company registration in Estonia is in progress. Once complete, this page will be updated with our full registered business details (legal entity name, registration number, and registered address). In the meantime, you can reach us at notification@kaptila.com.
1. The Services
Kaptila provides two independent, subscribable products:
- Kaptila Welco — an AI agent you embed on your own website. It answers visitor questions using content crawled from your site, captures leads, and hands off to your team by email when it cannot answer confidently.
- Kaptila DeskPilot — an AI agent that structures and routes plain-language internal IT requests. DeskPilot does not create accounts, grant permissions, or otherwise execute IT changes itself; your team performs the actual provisioning.
One Kaptila account can hold a subscription to either or both products, managed independently.
2. Accounts
You must provide accurate information when creating a Kaptila account and are responsible for all activity under your account and for keeping your login credentials confidential. Notify us promptly at notification@kaptila.com if you suspect unauthorized use of your account.
3. Free trial
Every new subscription starts with a 14-day free trial. No payment method is required to start a trial, and nothing is charged during the trial period. If you add a payment method before the trial ends, billing begins automatically at the end of the trial according to the plan and billing period you selected. If no payment method is on file when the trial ends, billing for that subscription is paused (not cancelled) until a payment method is added — your data and configuration are retained.
4. Subscriptions and billing
Paid subscriptions are billed monthly or annually in advance, as selected at checkout. Annual plans are billed upfront for the full year. Subscriptions renew automatically for successive periods unless cancelled before the renewal date. Payments are processed by Stripe; Kaptila does not store your card details. Prices are shown exclusive of VAT where applicable, which may be added at checkout depending on your billing location. We may change prices for future billing periods with at least 30 days' notice by email.
5. Cancellation and refunds
You may cancel a subscription at any time from the Billing Portal, accessible from the client portal's Invoices page. Cancellation takes effect at the end of the current billing period; you retain access until then. Fees already paid for a billing period are non-refundable except where required by applicable law.
6. Acceptable use
You agree not to use the Services to: violate any applicable law; transmit unlawful, infringing, or harmful content; attempt to disrupt, reverse-engineer, or gain unauthorized access to the Services or Kaptila's infrastructure; or use the Services in a way that could reasonably be expected to abuse or overload the underlying AI systems. We may suspend accounts that violate this section.
7. AI-generated output
Kaptila Welco and Kaptila DeskPilot use AI language models to generate responses and structure requests. AI output can be inaccurate or incomplete. Welco is designed to answer only from your own website content and to hand off to a human when it is unsure, but you remain responsible for reviewing outputs used in decisions that matter, and for confirming DeskPilot-routed requests before any action is taken by your team.
8. Your content
You retain ownership of the content on your website that Welco crawls, and of any data you or your end users submit through the Services ("Your Content"). You grant Kaptila a license to process Your Content solely to provide and improve the Services for you. You are responsible for having the necessary rights to Your Content and, where Welco is embedded on your site, for your own end users' data collected through the widget in accordance with applicable law.
9. Third-party services
Kaptila relies on third-party providers to operate the Services, including Stripe (payments), Anthropic (AI processing), and infrastructure and email providers. Use of the Services constitutes acceptance that relevant data is processed by these providers as described in our Privacy Policy.
10. Intellectual property
Kaptila and its licensors retain all rights, title, and interest in the Services, including the underlying software, design, and branding. Nothing in these Terms transfers any such rights to you beyond the limited right to use the Services as intended.
11. Limitation of liability
To the maximum extent permitted by law, Kaptila is not liable for indirect, incidental, or consequential damages arising from use of the Services. Our total liability for any claim relating to the Services is limited to the amount you paid us for the affected subscription in the 12 months preceding the claim.
12. Termination
We may suspend or terminate your access to the Services for breach of these Terms, non-payment, or if required by law, with notice where reasonably possible. You may stop using the Services and cancel your subscription at any time as described in Section 5.
13. Changes to these Terms
We may update these Terms from time to time. We will notify you of material changes by email or through the client portal before they take effect. Continued use of the Services after a change takes effect constitutes acceptance of the updated Terms.
14. Governing law
These Terms are governed by the laws of Estonia, without regard to conflict-of-law principles, unless mandatory consumer protection law in your country of residence provides otherwise.
15. Contact
Questions about these Terms can be sent to notification@kaptila.com.