Terms of Service

Effective Date: November 5, 2026 | Version: 2.0

1. Introduction and Scope

1.1. About ScapBot

ScapBot ("Platform", "Service", "we", "us") is a Software-as-a-Service (SaaS) platform operated by ScapBot Technology Joint Stock Company ("ScapBot"), a company incorporated in Vietnam, providing intelligent AI assistant solutions that help businesses manage messages across multiple platforms (Facebook Messenger, Zalo, Telegram, WhatsApp, Viber, Line, Email, Website Chat Widget).

• Legal entity: ScapBot Technology Joint Stock Company
• Enterprise Registration No.: 0110646734, issued by the Hanoi Department of Planning and Investment on 12 March 2024
• Registered office: Villa 1B10, My Dinh 1 Urban Area, Tu Liem Ward, Hanoi, Vietnam
• Website: https://scapbot.ai
• Contact email: support@scapbot.ai

1.2. Scope

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "you") and ScapBot, governing your access to and use of the ScapBot Service including but not limited to: web application, APIs, mobile applications, and all related services. These Terms apply to all Users, wherever they are located.

By registering an account, accessing, or using the Service, you acknowledge that you have read, understood, and agree to comply with these Terms in their entirety along with our Privacy Policy.

1.3. Legal Basis

ScapBot is incorporated in Vietnam, and Vietnamese law is the governing framework of these Terms (Section 14.1). These Terms are established in compliance with:

• Vietnam Law on Electronic Transactions 2023 (No. 20/2023/QH15), as amended by Laws No. 60/2024/QH15, No. 116/2025/QH15 and No. 148/2025/QH15
• Vietnam Consumer Protection Law 2023 (No. 19/2023/QH15)
• Vietnam E-Commerce Law 2025 (No. 122/2025/QH15)
• Vietnam Personal Data Protection Law 2025 (No. 91/2025/QH15) and Decree 356/2025/ND-CP detailing it
• Vietnam Cybersecurity Law 2025 (No. 116/2025/QH15) and Decree 333/2026/ND-CP detailing it

The Service is used by businesses in many countries. In addition to these Terms, you must comply with the laws that apply to you and your business — including the consumer protection, e-commerce, advertising and marketing, and data protection laws of the countries where you operate and where your End Customers are located — and with the terms and policies of the Messaging Platforms you connect (Section 12).

Nothing in these Terms excludes or limits any mandatory protection that the consumer protection or data protection laws of your country of residence grant you and that cannot be excluded or limited by agreement.

2. Definitions

• "Service" — All features, software, APIs, and content provided by ScapBot.
• "User" or "You" — An individual or organization that registers for and uses the Service.
• "AI Assistant" — An artificial intelligence program created and configured by the User on the ScapBot platform to automatically process messages, advise customers, and perform business tasks.
• "End Customer" — A consumer who interacts with the User's AI Assistant through messaging platforms.
• "Customer Data" — All data, content, and messages created by the User or End Customers during the use of the Service.
• "Skill" — Functional modules that an AI Assistant can activate (Sales, Marketing, etc.).
• "ScapBot Wallet" — An internal electronic wallet used to pay for services on the platform.
• "Messaging Platform" — Third-party services integrated with ScapBot (Facebook Messenger, Zalo OA, Telegram, WhatsApp Business, Viber, Line, etc.).

3. Eligibility

3.1. Legal Capacity

You must be at least 18 years old and have full legal capacity under Vietnamese law and under the law of your country of residence to register for and use the Service. If you register on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

3.2. Account

• You must provide accurate, complete, and up-to-date information when registering.
• You are responsible for maintaining the security of your login credentials and all activities under your account.
• You must notify us immediately if you discover unauthorized access to your account.
• Each account is intended for a single individual or organization. Sharing account access with third parties violates these Terms.

3.3. Verification

In accordance with Vietnam's Cybersecurity Law 2025 and other applicable laws, we may require you to verify your account information through email OTP, phone number, or other verification methods. You agree to cooperate during the verification process.

4. Service Description

4.1. Core Services

ScapBot provides:

• Centralized message management: Consolidating messages from multiple platforms (Facebook, Zalo, Telegram, WhatsApp, Viber, Line, Email, Website Chat) into a unified interface.
• Intelligent AI Assistants: Creating and operating AI assistants that automatically respond to customers, recommend products, and process orders based on trained knowledge.
• Product and document management: Storing, syncing, and searching product and business document information for AI use.
• Customer analytics: Tracking customer journeys, analyzing behavior, and automatically categorizing customers.
• Team management: Assigning permissions for staff to receive and handle messages.

4.2. Skills

The Service is provided on a skill-based model, each skill having its own fee:

• Sales: Automatic consultation, order closing, customer management.
• Marketing: Content creation, campaigns, performance analytics.
• Additional skills will be announced on the website upon launch.

4.3. Use of Artificial Intelligence (AI)

Important Disclosure: ScapBot uses artificial intelligence (AI) technologies including large language models (LLM) and vector embedding to deliver the Service. Specifically:

• Automated responses: AI analyzes End Customer messages and generates automatic responses based on trained knowledge (products, documents, conversation patterns).
• Customer analysis: AI automatically analyzes context, intent, and psychological state of End Customers to personalize responses.
• Semantic search: AI converts text and images into vector representations for relevant information retrieval.
• Continuous learning: AI improves response quality based on successful conversation patterns (in aggregated, anonymized form).

User rights regarding AI:

• You have the right to enable/disable AI mode for each skill and each messaging platform.
• You have the right to review and edit any AI response before or after sending (in "suggest" mode).
• You have the right to request an explanation of how AI made a specific decision.

AI Limitations:

• AI may produce inaccurate responses. You are responsible for reviewing and ensuring the accuracy of content AI sends to End Customers.
• AI does not replace professional legal, medical, or financial advice.
• Users must inform End Customers that they may be interacting with AI when required by law.

5. Payment and Billing

5.1. Payment Model

ScapBot uses a Prepaid Wallet model:

• You deposit funds into your ScapBot Wallet before using the Service.
• Skill fees are deducted once when a package is activated; operational fees are deducted as usage occurs.
• Wallet balance does not expire.

5.2. Fee Structure

Fees consist of two separate components:

a) Skill fees — purchased as time-based packages

Each skill has a daily rate, and that rate depends on the operating mode you choose: Manual mode costs less than AI-driven mode.

Skills are purchased as fixed-term packages, not on a monthly cycle. Longer packages may qualify for a discount.

Package fee = daily rate × number of days, less any applicable discount, deducted once from the Wallet at activation. A valid discount code may be applied at activation.

If you change the mode of an active skill (for example from Manual to AI-driven), the system charges the difference corresponding to the remaining days of the package.

b) Operational fees

Variable fees based on your AI Assistant's actual usage (AI token consumption, message volume, and other chargeable operations). These are deducted from the Wallet as they arise, and every deduction is recorded in your transaction history for reconciliation.

Per-skill daily rates, available packages and current discounts are published on the Platform and on ScapBot's website for each market. ScapBot gives at least 30 days' notice of any price change.

5.3. Payment Methods

For the global market, ScapBot supports or will progressively support the following top-up methods:

• PayPal;
• Polar (polar.sh) for international credit/debit cards. Card payments are processed by Polar; Polar's terms may also apply to the card transaction.

The methods actually available to you are those shown on the Wallet top-up page at the time of top-up.

5.4. Package Expiry and Insufficient Balance

There is no monthly billing cycle. Each skill runs for the duration of the package purchased, counted from activation.

When a package expires, the system automatically moves the skill to expired status and deactivates that skill. The Assistant stops performing the work belonging to the expired skill.

To continue, you reactivate the skill and choose the mode that suits you at that moment — Manual or AI-driven — you are not bound to the mode of the previous package.

There is no Grace Period. In exchange, expiry costs you nothing: all data — customers, conversations, documents, products, AI Assistant configuration — is preserved. Reactivating resumes on everything you already have rather than starting over.

When the Wallet runs out, chargeable operations pause until you top up. The account never goes negative, and the system does not charge beyond the available balance.

Wallet balance does not expire — if you stop for a while and come back, the remaining balance is still there.

5.5. Refund Policy

Principle: ScapBot does not issue cash refunds. Wallet balance is not convertible back into cash and is not transferred to a bank account, even if you stop using the Service. In return, the balance never expires — whenever you come back, it is still there and usable for any skill.

a) Refunds to your Wallet when the fault is ours

Cases eligible for a Wallet refund:

• Incorrect or duplicate charges — the difference is refunded.
• A skill was activated but did not work due to a system fault — the unusable period is refunded.
• Extended service disruption that prevented your AI Assistant from serving End Customers for a significant period.
• An operation failed but was still charged.

Funds are returned to the Wallet within 3 to 5 business days after ScapBot confirms the incident. Clear duplicate charges are usually resolved the same day.

Requests must be submitted within 30 days of the incident so that ScapBot can still reconcile system logs. ScapBot responds within 2 business days.

b) Non-refundable amounts

• Costs already consumed with results delivered (content generated, campaign messages or emails already sent), even if the results did not meet your expectations.
• Usage fees for operations that completed successfully.
• Skills that were activated and functioned normally, even if lightly used.
• Amounts held for operations not yet performed are not lost: if the operation does not run, the hold is released back to your balance automatically.

c) Exception — accidental large deposit

If you contact us within 48 hours of the deposit and the amount has not been used, ScapBot refunds the excess to the original payment source. The 48-hour window runs from the moment you notify ScapBot.

The procedure differs by account type:

• Personal account: ScapBot reconciles the transaction history and refunds the excess, confirming by email and on the Platform. No paperwork required from you.
• Business account: Because the account carries a tax code and an invoice has been issued, an accidental deposit means the invoice was issued for an incorrect amount. Under accounting regulations, both parties must execute a written Agreement Minute (signed and sealed, or digitally signed) stating: the customer deposited an incorrect amount causing the system to issue an invoice for the wrong sum; ScapBot has refunded the excess; both parties agree to reduce the invoice value accordingly. ScapBot drafts and sends the document; you designate an authorised signatory.

d) Other cases

• Account suspended for breach of Terms: the Wallet balance is not refunded.
• Advertising spend on third-party platforms (Facebook, Google, TikTok): you pay those platforms directly and the funds do not pass through the ScapBot Wallet; direct any dispute to that platform.

e) How to submit a request

Message the ScapBot Assistant on the Platform or email support@scapbot.ai, stating when it happened, which skill or operation was involved, and the amount affected.

ScapBot gives at least 30 days' notice of any change to this refund policy.

6. User Rights and Obligations

6.1. User Rights

You have the right to:

• Use the Service in accordance with these Terms.
• Create, configure, and manage AI Assistants for legitimate business purposes.
• Control AI mode (on/off/suggest) for each skill and platform.
• Access, modify, and export your Customer Data at any time.
• Request technical support through official channels.
• Cancel the service and request data deletion as provided herein.

6.2. User Obligations

You are obligated to:

• Comply with Vietnamese law and with all other laws applicable to you and your business — including the laws of the countries where you operate and where your End Customers are located — while using the Service.
• Be responsible for content, data, and business activities conducted through your AI Assistant.
• Comply with the terms of use of Messaging Platforms you connect (Facebook Platform Terms, Zalo OA Terms, etc.).
• Ensure you have lawful consent from End Customers for collecting and processing their personal data through ScapBot.
• Inform End Customers that they may be interacting with AI when required by law.
• Not use the Service for illegal, fraudulent, or rights-infringing purposes.

6.3. Prohibited Conduct

It is strictly prohibited to use the Service to:

• Send spam, harass, or threaten others.
• Distribute illegal, obscene, violent, or discriminatory content.
• Collect personal data without authorization or violate privacy rights.
• Infringe intellectual property rights of any party.
• Interfere with, damage, or attempt unauthorized access to ScapBot systems.
• Resell, rent, or provide Service access to third parties without ScapBot's written consent.
• Use AI to impersonate government agencies, organizations, or individuals.
• Violate messaging policies of Messaging Platforms (e.g., sending messages outside Facebook's 24-hour window).

7. Intellectual Property

7.1. ScapBot's Ownership

ScapBot owns all intellectual property rights in the Platform, including but not limited to: source code, interfaces, AI algorithms, machine learning models, technical documentation, the "ScapBot" trademark, and logo.

7.2. User's Ownership

You retain full ownership of:

• Your business data (products, documents, customer information).
• Content you upload or create on the Platform.

7.3. License Grant

By uploading content, you grant ScapBot a non-exclusive, worldwide, royalty-free license to use, store, and process that content solely for the purpose of providing and improving the Service for you. This license automatically terminates when you delete the content or cease using the Service.

7.4. Anonymized Aggregate Data

ScapBot may use aggregated, anonymized data (that cannot identify any individual) extracted from conversation patterns to improve AI models for all users. This data contains no personally identifiable information of you or your End Customers.

8. Data Processing Roles

8.1. ScapBot as Data Controller

For your account data (email, payment information, activity logs), ScapBot acts as the Data Controller under Vietnam's Personal Data Protection Law 2025 and, where they apply, the data protection laws of other jurisdictions, as described in our Privacy Policy.

8.2. ScapBot as Data Processor

For Customer Data (messages, End Customer information), ScapBot acts as the Data Processor, processing data only according to your instructions and authorization as the Data Controller. You are responsible for:

• Ensuring you have a legal basis for collecting End Customer data.
• Informing End Customers that their data is processed through ScapBot.
• Complying with the Personal Data Protection Law 2025, Decree 356/2025/ND-CP and any other data protection laws applicable to End Customer data (including the laws of the countries where your End Customers are located).

Where the law applicable to you or your End Customers requires additional data processing terms, contact privacy@scapbot.ai.

9. Service Level Agreement (SLA)

9.1. Availability

We strive to maintain the Service with a minimum uptime of 99.5% per month, excluding scheduled maintenance.

9.2. Maintenance

• Scheduled maintenance: At least 24 hours advance notice via email and/or Platform notification.
• Emergency maintenance: May be performed without prior notice when necessary to protect Service integrity or security.

9.3. Technical Support

• Chat: ScapBot's AI Agent supports you 24/7, in any language, via the chat on scapbot.ai, Facebook Messenger (m.me/aiagent.scapbot) and Zalo (+84 92 1210 222).
• Email: support@scapbot.ai — received 24/7.

10. Limitation of Liability

10.1. Disclaimer of Warranties

The Service is provided on an "as-is" and "as-available" basis. To the maximum extent permitted by law, ScapBot does not warrant that:

• The Service will operate continuously, without interruption, or error-free.
• AI responses will always be accurate, appropriate, or complete.
• The Service will meet all your specific requirements.

10.2. Liability Cap

In no event shall ScapBot's total liability to you exceed the total amount you have paid to ScapBot in the 12 months preceding the event giving rise to the claim.

10.3. Exclusions

ScapBot is not liable for:

• Indirect, incidental, special, or consequential damages (lost revenue, lost data, business interruption).
• User's violations of law or Messaging Platform terms.
• Content of messages sent by the User or AI to End Customers (User is responsible for review).
• Events beyond reasonable control (natural disasters, war, pandemics, Internet infrastructure failures, changes in third-party Messaging Platform policies).

11. Suspension and Termination

11.1. Suspension by ScapBot

We may suspend or restrict your access to the Service if:

• Your Wallet balance is exhausted — in that case only chargeable operations are paused until you top up (Section 5.4).
• Violations of these Terms are detected.
• Required by a competent government authority.
• Necessary to protect system integrity or security.

In case of suspension due to violations, we will notify you by email stating the reason and remediation steps (except in emergencies).

11.2. Termination by User

You may terminate your use of the Service at any time by:

• Canceling all active skills.
• Sending an account deletion request to support@scapbot.ai.

11.3. Post-Termination

• Data: After termination, we retain your data for 30 days for you to export. After this period, data will be permanently deleted, unless legally required to retain longer.
• Wallet balance: Unused balance is not convertible into cash (Section 5.5). The balance does not expire — if you return to the Service, the remainder is still usable.
• End Customer data: You are responsible for exporting End Customer data before your account is deleted.

12. Third-Party Messaging Platform Compliance

12.1. Compliance Responsibility

When connecting your AI Assistant to Messaging Platforms, you must comply with each platform's terms and policies, including but not limited to:

• Facebook/Meta: Platform Terms, Messaging Policy (24-hour window).
• Zalo: Zalo Official Account Terms of Use (48-hour window).
• WhatsApp: WhatsApp Business Policy (24-hour window).
• Telegram: Telegram Bot API Terms.

12.2. ScapBot Disclaimer

ScapBot is not responsible if your Messaging Platform account is locked, restricted, or deleted due to violations of that platform's policies. ScapBot provides compliance tools (messaging window checks, rate limiting) but ultimate responsibility lies with the User.

13. Changes to Terms

• We may update these Terms. Material changes will be communicated via email and/or Platform notification at least 30 days before taking effect.
• The latest version is always available at https://scapbot.ai/en/terms.
• Continued use of the Service after changes take effect constitutes your acceptance of the new Terms.
• If you disagree with changes, you may terminate your use of the Service per Section 11.2.

14. Dispute Resolution

14.1. Governing Law

These Terms are governed by and construed in accordance with the laws of the Socialist Republic of Vietnam.

Nothing in these Terms limits any mandatory consumer protection or data protection rights that you have under the law of your country of residence.

14.2. Negotiation

Any dispute arising from or relating to these Terms shall first be resolved through good faith negotiation between the parties within 30 days from the date one party notifies the other in writing.

14.3. Court

If negotiation fails, disputes shall be resolved at a competent court in Vietnam in accordance with Vietnamese civil procedure law.

15. General Provisions

• Severability: If any provision is declared invalid, the remaining provisions remain in full force and effect.
• Waiver: ScapBot's failure to enforce any right at any time does not constitute a waiver of that right.
• Assignment: You may not assign your rights and obligations under these Terms without ScapBot's written consent.
• Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and ScapBot regarding the Service.

16. Contact

If you have questions about these Terms of Service, please contact:

• Company: ScapBot Technology Joint Stock Company, Villa 1B10, My Dinh 1 Urban Area, Tu Liem Ward, Hanoi, Vietnam
• Email: support@scapbot.ai
• Website: https://scapbot.ai

17. Version History