These Terms & Conditions (the "Terms") are a binding agreement between you and NewInstance, Inc. ("NewInstance", "we", "us"). By accessing or using the NewInstance platform, websites, applications, SDKs, or any related services (together, the "Service"), you agree to be bound by these Terms.

If you access or use the Service on behalf of a company or other organization, you represent that you have the authority to bind that organization, and "you" refers to that organization. If you do not agree to these Terms, do not access or use the Service.

NewInstance is a customer-support workspace built for software teams. The Service includes support tickets, live & AI chat (delivered through an embeddable web widget and native SDKs), branded customer portals, Bug Watch error monitoring, Secret Manager, the Docs Portal, and developer surfaces such as organization-scoped API keys, REST and GraphQL APIs, webhooks, and SDKs.

We are continuously improving the Service and may add, change, or remove features over time. Where a change materially reduces the core functionality of a paid plan, we will give you reasonable advance notice.

To use the Service you must register an account. You agree to provide accurate, current, and complete information during registration and to keep it up to date.

You are responsible for keeping your credentials confidential and for all activity that occurs under your account. Organization owners and administrators control member access and roles within their workspace and are responsible for the access they grant. Notify us promptly at the address in section 14 if you suspect unauthorized use of your account.

You agree to use the Service only for lawful purposes and in accordance with these Terms. When using the Service, you must not:

We may investigate suspected violations of this section and may remove content or suspend accounts that put the Service, our customers, or third parties at risk.

As between you and NewInstance, you own the content you submit to the Service — including support tickets, chat transcripts, customer portal submissions, documentation, Bug Watch error data, and the values you store in Secret Manager (together, "Customer Data").

We process Customer Data solely to provide, secure, and support the Service, as described in our Privacy Policy. You are responsible for ensuring that you have the rights and lawful bases needed for all data you and your end users submit to the Service — including the personal data of your own customers.

The Service includes AI-assisted features, such as an AI chat assistant that generates answers from your help content and documentation. AI-generated responses are produced by automated systems and may be incomplete, outdated, or inaccurate.

You are responsible for reviewing automated responses and for configuring appropriate human handoff in your support workflows. AI output is provided for general information only and does not constitute legal, financial, medical, or other professional advice.

The Service is free for up to 3 agents. Paid plans — including their features, limits, and prices — are described at the point of purchase and are billed in advance on the billing cycle you select.

Except where required by law, fees are non-refundable and non-creditable, including for partial billing periods or unused capacity. You are responsible for any applicable taxes.

We may change our pricing from time to time. Price changes for existing subscriptions take effect at your next renewal, and we will give you reasonable notice before they apply.

NewInstance and its licensors retain all right, title, and interest in and to the Service, including the underlying software, platform, design, documentation, and branding. Except for the limited rights expressly granted in these Terms, nothing in these Terms transfers any of our intellectual property to you.

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable right to access and use the Service for your internal business purposes during your subscription. If you send us feedback or suggestions about the Service, we may use them without restriction and without any obligation to you.

You may stop using the Service or cancel your account at any time. We may suspend or terminate your access to the Service if you materially breach these Terms — where practicable, with prior notice and an opportunity to cure.

Upon termination, we will make Customer Data available for export for a limited window, after which it is deleted or anonymized as described in our Privacy Policy. Sections that by their nature should survive termination — including ownership, disclaimers, limitation of liability, and governing law — survive.

The Service is provided "as is" and "as available". We do not warrant that the Service will be uninterrupted, timely, secure, or error-free, or that defects will be corrected.

To the maximum extent permitted by law, we disclaim all warranties, whether express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, even if advised of the possibility of such damages.

To the maximum extent permitted by law, NewInstance's aggregate liability arising out of or relating to the Service or these Terms will not exceed the amounts you paid to NewInstance in the twelve (12) months preceding the event giving rise to the claim. These limitations do not apply to the extent they cannot be excluded under applicable law.

We may update these Terms from time to time. If a change is material, we will notify you before it takes effect — for example by email or by an in-app notice. The "Last updated" date at the top of this page shows when the current version took effect, and your continued use of the Service after a change becomes effective constitutes acceptance of the updated Terms.

These Terms, and any dispute or claim arising out of or in connection with them or the Service, are governed by the laws of the Federal Republic of Nigeria, without regard to its conflict-of-laws rules. The courts of Nigeria have exclusive jurisdiction to settle any such dispute or claim.

Questions about these Terms? Contact us at legal@newinstance.cloud and we will be happy to help.