Version 2026-10-01. The plain terms for using BEM Chat. We wrote them to be read. If something here is unclear,
email info@bem.solutions and a person will answer.
1. Who we are
BEM Chat is made and run by BEM Solutions LLC ("BEM", "we", "us"), Houston, Texas, USA. These Terms are a
contract between BEM and the business or person that creates a BEM Chat account ("you"). By creating an account, by
installing BEM Chat on a website, or by using it, you accept these Terms.
If BEM runs your chat under a separate written agreement (a "done-for-you" plan or a marketing retainer), that
agreement governs where it says something different from these Terms.
2. The service
BEM Chat is a chat window for your website, an inbox for you and your team, and an AI assistant that answers
visitors from facts you approve. The free plan includes the live-visitor view, chatting with visitors yourself, the
inbox and phone app, alerts, lead capture and unlimited teammates. AI answers beyond the free monthly allowance,
optional upgrades and help with installation are paid, at the prices on
chat.bem.solutions/pricing.
BEM Chat is for businesses. It is not for personal use, and not for anyone under 18.
3. Your account
You must give a real email address, your real business name and a website you are authorised to put a chat on.
You are responsible for everyone you add to your team and for what they do in the inbox. Keep your sign-in link
and codes private; tell us at once if you think someone else is using your account.
One business per website. If a website already has a BEM Chat account and you believe it is yours, email us and we
will sort it out with the account holder.
4. Your website and your facts
You own your website, your knowledge text, your answers and your conversations. You give BEM permission to read
your website and the material you add, and to use them only to run your chat: to draft and give answers, to show
products, to alert you, and to improve your own chat's answers.
You are responsible for the facts you approve: prices, policies, availability, claims about your products and
services. Review what the assistant knows, and correct it when something changes. Do not add material you do not
have the right to use.
5. What the assistant says
The assistant is an AI, and it says so. It is labelled "AI assistant" in the chat window, and when a
visitor asks whether they are talking to a person or a machine it answers honestly. You may not remove this label,
instruct the assistant to claim to be a person, or present its replies as a person's.
The assistant answers from your approved facts and declines to invent prices, discounts, promises or
availability. It is still software: it can misunderstand a question or phrase an answer badly. You are
responsible for what the chat on your website tells your customers, as you would be for an employee. Read your
conversations, use the review tools, and correct the facts. BEM is not a party to any sale, booking or promise made
through your chat.
Replies written by you or your team are shown as a team member's replies. Replies written by the assistant are
shown as the assistant's.
6. Acceptable use
Do not use BEM Chat to break the law, to deceive or harass anyone, to send spam, or to collect personal data you
have no right to collect. Do not use it to give medical, legal or financial advice, or to handle information that
is regulated in a way BEM Chat is not built for (for example health records under HIPAA), unless you have a
written agreement with BEM that covers it. Do not probe, scrape, overload or reverse-engineer the service, and do
not resell it without an agency agreement with BEM.
We may suspend a chat that is being used this way, and we will tell you when we do unless the law stops us.
7. Prices, billing and cancelling
Prices. The current prices are on chat.bem.solutions/pricing, in US dollars,
before tax. Where sales tax applies (for example in Texas) it is added at checkout. The same prices apply through
every door; if you install through Wix or Shopify, their checkout bills you under their terms.
Monthly plans and upgrades are billed in advance, monthly, by card through Stripe, and renew each month
until you cancel. We show the price, the monthly billing and how to cancel before you pay, and we record your
consent.
Cancelling. Cancel any time from Billing, in one click. Cancellation takes effect at the end of the month
you have paid for; your chat then returns to the free plan and your conversations and leads stay. We do not refund
a month that has already started.
Top-up packs of AI answers are one-time purchases that never renew and never expire. An unused pack can be
refunded within 14 days of purchase; a pack that has been partly used cannot.
Help with installation is a one-time charge. If we cannot complete it, we refund it.
Failed payments. If a card payment fails, Stripe retries it. If it keeps failing, your paid plan ends and
your chat returns to the free plan; nothing is deleted.
Price changes. We may change prices with at least 30 days' notice by email. A change applies from your
next renewal after the notice; you can cancel before then.
8. The free plan and limits
The free plan includes 100 AI answers each calendar month. One AI answer is one reply written by the
assistant; greetings and replies written by people do not count. When the month's answers are used, the assistant
takes a message and alerts you, and the rest of the chat keeps working; nothing is charged unless you choose a plan
or a pack. Every plan has fair-use limits on AI answers per visitor and per day, so an abusive visitor cannot use up
what you paid for.
We may pause a chat that has had no visitors or sign-ins for a long time; we never delete your conversations
without telling you first.
9. Your visitors' data
Your visitors' chats, names, numbers and emails are your data. BEM processes them on your behalf to run your
chat, as described in our Privacy Policy, which forms part of these Terms and lists the
providers we use. You decide how long your conversations are kept and can delete any visitor's data from the
console; we delete it from our systems when you do.
You are responsible for telling your visitors about the chat on your website under the laws that apply to you,
including any notice or consent your region requires, and for answering their requests about their data. We will
help you do that.
10. Ownership
BEM owns BEM Chat: the software, the widget, the inbox, the designs and the names. You get a licence to use them
for your own business while your account is open. "Powered by BEM Chat" appears in the chat window on the free and
AI plans unless you add the upgrade that removes it.
11. Ending the service
You can close your account at any time by emailing us, and ask for a copy of your leads and conversations
first. We can end or suspend your account for a breach of these Terms, for non-payment, or if the
law requires it, with notice where we can give it. If we ever discontinue BEM Chat we will give at least 60 days'
notice and a way to export your data.
12. No guarantees
We work hard to keep BEM Chat accurate, fast and available, and we check that it is live on your site every few
minutes. Even so, it is provided "as is". We do not promise that it will be uninterrupted or error-free, that the
assistant's answers will always be right, or that it will produce any particular number of leads, bookings or
sales.
13. Limits on liability
To the fullest extent the law allows, BEM is not liable for indirect, special, incidental or consequential losses,
including lost profits, lost sales or lost data, arising from BEM Chat or from anything said in a chat on your
website. BEM's total liability to you for everything arising under these Terms is limited to the amount you paid
BEM for BEM Chat in the 12 months before the claim. Nothing in these Terms limits liability that cannot be limited
by law.
14. Your responsibility to us
You will cover BEM against claims, losses and reasonable legal costs that arise from the facts and material you
supplied, from your use of BEM Chat in breach of these Terms, or from your failure to give your visitors the
notices the law requires of you.
15. Changes
We may update these Terms. For a material change we will email the address on your account at least 30 days
before it takes effect, and the version number at the top of this page will change. Using BEM Chat after that date
means you accept the new Terms; if you do not, cancel before then.
16. Law and disputes
These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules. Any
dispute will be brought in the state or federal courts located in Harris County, Texas, and you and BEM agree to
their jurisdiction. Before going to court, each side agrees to try to settle the matter by writing to the other and
talking it through for 30 days.