Terms of Service

Version 1.0, 22 July 2026

These terms govern your use of Pala, an AI receptionist service for businesses. Pala is operated by Kilij Digital Ltd, a company registered in England and Wales (company number 17303528), referred to below as "Kilij", "we" or "us". By creating a Pala assistant or subscribing to a plan, you agree to these terms on behalf of the business you represent.

1. The service

Pala answers messages from your customers on your behalf. Depending on your plan, this can include a chat widget for your website, a hosted chat page, appointment booking, calendar sync, an email inbox assistant, WhatsApp messaging and voice calls. Features marked as coming soon are not yet available and their description is not a commitment to a delivery date.

2. Previews

Before you subscribe, Pala can build a preview assistant from your website. Previews are built from publicly available content, are limited in usage, and may be removed after a period of inactivity. A preview is not a subscription and carries no charge.

3. Your account

You sign in with secure links sent to your account email address. You are responsible for keeping that mailbox secure and for keeping your account email up to date. Anyone who signs in through your account email is treated as authorised to act for your business.

4. Plans, billing and cancellation

• Plans are billed monthly in advance through our payment provider. The price and inclusions of each plan are shown at checkout.
• You can change plan from the dashboard. Feature access changes immediately and billing follows your provider's cycle.
• You can cancel from the dashboard at any time. On cancellation the assistant pauses and your data is retained so you can reactivate later or export it.
• Fees already paid are not refunded for partial periods, except where the law requires otherwise.
• Plans include usage allowances, such as daily message budgets and voice minutes. We may apply fair-use limits to keep the service reliable for everyone.

5. Your content and your customers' data

Your business information, knowledge and settings remain yours. The messages your customers send to your assistant, and the bookings they make, belong to your business. You grant us the licence needed to operate the service, which includes processing this content to generate replies, take bookings and provide the dashboard.

For your customers' personal data, your business is the data controller and Kilij is a data processor acting on your instructions. Our data processing terms, including the list of sub-processors, are at kilij.co.uk/dpa. For your own account data, Kilij is the controller and our privacy policy applies. You can export your data and delete your account, including all associated data, from the dashboard at any time.

6. AI-generated responses

Pala uses artificial intelligence. Responses are generated automatically from the information you provide and, while we design the service to stay accurate and grounded, they can contain mistakes. You are responsible for the information you give your assistant and for reviewing how it represents your business. Pala is not suitable for emergency contact or for advice that requires a qualified professional.

7. Acceptable use

You agree not to use Pala to break the law, send spam, infringe others' rights or distribute harmful content, and not to probe, overload or interfere with the service, other tenants or their data. We may suspend or close accounts that breach these terms, with notice where reasonable.

8. Third-party services

Some features connect to services we do not control, such as Google and Microsoft calendars, WhatsApp and telephony providers. Those services have their own terms, and their availability is outside our control. Connecting them is your choice and can be undone from the dashboard.

9. Availability and changes

We work to keep Pala available and improving, and we may update, add or retire features over time. We do not guarantee uninterrupted availability. Where maintenance is planned and likely to be disruptive, we aim to do it outside busy hours.

10. Liability

Nothing in these terms excludes liability that cannot be excluded by law, including for fraud or for death or personal injury caused by negligence. Subject to that, we are not liable for indirect or consequential losses, loss of profit, or loss of business, and our total liability arising from the service in any 12-month period is limited to the fees you paid for the service in that period.

11. Ending the agreement

You can stop using Pala and delete your account at any time. We may end or suspend the agreement if you materially breach these terms or if your fees remain unpaid. After termination we retain and then delete data in line with our data processing terms, and you can export your data beforehand.

12. Changes to these terms

We may update these terms as the service evolves. If a change materially affects your rights, we will give you reasonable notice by email or through the dashboard before it takes effect. Continuing to use Pala after that notice means you accept the updated terms.

13. Law and contact

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Questions and notices: [email protected], or Kilij Digital Ltd, registered in England and Wales, company number 17303528.