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Terms of Service

Effective date: 20 June 2026

1. Who we are

Flo is operated by FLO LABS (UEN 53523572X), a sole proprietorship registered in Singapore. References to “Flo”, “we”, “us”, or “our” mean FLO LABS. “You” or “Customer” means the business or individual subscribing to the service.

2. What the service is

Flo provides AI-powered conversational customer service. We connect to your messaging channels (WhatsApp, Instagram Direct, and Telegram) and provide a Website Chat widget for your own site, read inbound customer messages, generate responses using AI, and send them on your behalf based on a knowledge base you configure.

3. Eligibility

You must be at least 18 years old and have authority to bind your business to these terms. By using Flo, you confirm this.

4. Account and onboarding

  • You are responsible for keeping your login credentials secure.
  • You must provide accurate business information during onboarding.
  • You are responsible for ensuring the content in your knowledge base is accurate, lawful, and not misleading to your customers.

5. Acceptable use

You agree not to use Flo to:

  • Send spam, unsolicited marketing, or messages that violate applicable platform policies (Meta’s WhatsApp Business Policy, Telegram’s Terms of Service, Instagram’s Platform Policy)
  • Engage in fraud, harassment, or illegal activity
  • Impersonate another person or business
  • Collect sensitive personal data from your customers without appropriate consent and disclosures
  • Circumvent any usage limits or access controls

We reserve the right to suspend or terminate your account if we determine a violation has occurred.

6. Your responsibilities for channel accounts

You retain ownership of your WhatsApp Business number, Telegram bot, and Instagram account. You are responsible for complying with each platform’s policies. Flo acts as your agent — any violations of platform policies by your account remain your responsibility.

7. Subscription and billing

  • Flo is billed on a monthly subscription basis. Current pricing is communicated to you at signup and may be adjusted with 30 days’ notice.
  • Payments are processed via Stripe, with PayNow or local bank transfer available where agreed.
  • Subscriptions renew automatically unless cancelled.
  • You may cancel at any time. Cancellation takes effect at the end of the current billing period. No refunds are issued for unused portions of a billing period.
  • We may suspend access if payment fails after reasonable notice.

8. Usage limits

To protect against runaway costs, your account operates under soft and hard usage caps agreed at onboarding. Exceeding the soft cap triggers a notification. Exceeding the hard cap pauses the agent for your business until the cap is raised or the billing period resets.

9. Data

Your use of Flo is also governed by our Privacy Policy. Key points:

  • You own your business knowledge base and conversation data.
  • We process your customers’ messages to provide and improve the service.
  • Under Singapore’s PDPA, you remain the organisation responsible for your customers’ personal data. Flo acts as your data intermediary, processing that data on your behalf and only for the purposes you have authorised.
  • You must have a lawful basis to process your customers’ personal data and, where required, inform them that AI is involved in handling their messages.
  • We may create de-identified and aggregated data from use of the service (including conversation data) — data that does not identify you, your business, or any individual — and use it to operate, improve, and market the service. We do not sell personal data.
  • We will not use your name, logo, or identifiable conversation content in marketing or case studies without your prior consent.
  • Connected commerce platforms. If you connect a commerce platform such as Shopify, you authorise Flo to receive your order and fulfilment data from that platform and to process it as your data intermediary for the sole purpose of the notifications you enable (for example, sending your customer a shipping notification). You confirm you have a lawful basis to send those notifications to your customers. Flo processes this data only on your instructions, applies the retention and deletion practices described in our Privacy Policy, and honours erasure requests received from the connected platform.

10. Intellectual property

Flo’s software, branding, and proprietary systems remain our property. Your business data and knowledge base remain yours.

11. Disclaimer of warranties

The service is provided “as is”. We do not guarantee that AI responses will be accurate, complete, or appropriate in every situation. You are responsible for reviewing agent behaviour before going live and for configuring escalation rules for sensitive interactions.

12. Limitation of liability

To the maximum extent permitted by Singapore law, FLO LABS’ total liability for any claim arising from or related to the service is limited to the fees you paid in the three months preceding the claim. We are not liable for indirect, consequential, or punitive damages.

13. Termination

Either party may terminate with 30 days’ written notice. We may terminate immediately for material breach of these terms or non-payment. On termination, we will make your data available for export for 30 days, then delete it.

14. Governing law

These terms are governed by the laws of Singapore. Any disputes shall be subject to the non-exclusive jurisdiction of the Singapore courts.

15. Changes

We may update these terms with 14 days’ notice via email or in-app notification. Continued use after the effective date constitutes acceptance.

16. Contact

FLO LABS · rae@itjustflos.com