Terms and Conditions

1. The agreement

Effective date: 25/10/2025

These Terms and Conditions ("Terms") are an agreement between NanoThread LLP, a limited liability partnership registered in India with its office at E404, Jain Heights East Parade, Vignannagar, LNR Main Road, Bengaluru, Karnataka, India ("NanoThread", "we", "us"), and the business or person using Video Service Desk ("you").

They cover Video Service Desk ("VSD" or the "Service"): our website, the web dashboard, the widget, links and QR codes, and the iOS and Android apps.

By creating an account, using the Service or clicking to accept, you agree to these Terms, our Privacy Policy and our Cancellation and Refund Policy. If you accept on behalf of a company, you confirm you have authority to bind it, and "you" means that company.

Definitions

Customer: the business that holds a VSD account and subscription.
Agent: a person the Customer authorises to use VSD, such as a salesperson or support executive.
Visitor: a person who reaches the Customer through a VSD widget, link or QR code.
Customer Data: information that the Customer, its Agents or its Visitors submit or generate through VSD, including inquiries, chats, recordings, transcripts and summaries.

You must be at least 18 and use VSD for business or professional purposes.

2. Accounts and Agents

Give accurate information when you sign up, and keep it current.
Each Agent seat is for one named person. Logins must not be shared between people.
Keep passwords and devices secure. Tell us at support@nanothread.io straight away if you suspect someone has accessed your account without permission.
The Customer's admin decides who becomes an Agent, what they can see, and when their access ends. The Customer is responsible for everything done under its account, including by its Agents.

3. Plans, fees and billing

Plans. Current plans, prices and included features are shown on our pricing page and in your dashboard. Paid plans are charged per Agent seat. Each seat handles one live call or chat at a time; to handle more conversations at once, add seats.

Free plan. The free plan includes a limited number of inquiries each month and excludes some features, such as recording and transcription. We may change or end the free plan with 30 days' notice.

Usage-based features. Some features, such as recording and transcription, may be charged by usage. The rates are shown on your plan before you turn them on.

Payment. Subscriptions are billed in advance, monthly or yearly, and renew automatically until cancelled. Prices are in Indian rupees or US dollars as shown at checkout. Indian Customers pay GST on top; Customers elsewhere are responsible for their own local taxes. Payments are processed by our payment partners, and we never store your full card details.

Failed payments. If a payment fails, we will remind you by email. If it is still unpaid 7 days later, we may suspend paid features until it is paid.

Price changes. We will give you at least 30 days' notice by email before a price increase applies to your subscription. The new price applies from your next renewal. If you don't agree, cancel before then.

Cancellation and refunds. You can cancel at any time from your dashboard; there are no long-term contracts. Your access continues until the end of the period you paid for. Because our free-forever plan lets you try VSD before you pay, all payments are non-refundable, including for partial months, unused seats and downgrades, except where section 7 or 8 says otherwise or the law requires a refund. Purchases made through a partner marketplace follow that marketplace's refund terms. See also our Cancellation and Refund Policy.

Lifetime deals. If you bought a lifetime licence, through us or through a partner marketplace, it gives you the plan you bought for as long as we offer the Service. It is not transferable. Features added later, usage-based features and higher plans may cost extra. Fair-use limits in section 4 apply.

Affiliates. Our affiliate programme is governed by separate affiliate terms.

4. Acceptable use

You may use VSD only for lawful business purposes. You must not, and must not let your Agents or anyone else:

Break the law, including laws on fraud, consumer protection, data protection, telemarketing, recording and interception, financial services, real estate and advertising.
Deceive or defraud people, for example by impersonating another person or business, running scams or phishing, or collecting payment or login details under false pretences.
Harass, threaten or abuse Visitors, Agents or anyone else, or promote violence, hatred or discrimination.
Share illegal or harmful content, including sexual content involving minors, content that infringes someone else's copyright or trademark, malware, or content that promotes illegal goods or services.
Record, monitor or track people unlawfully, including recording conversations without the notice or consent the law requires.
Send spam or unsolicited contact, or use outbound calling or chat invitations in a way that breaks applicable rules, such as India's TRAI regulations or US telemarketing laws.
Collect sensitive data without a lawful basis, such as government ID numbers, card or bank account numbers, or health information.
Use VSD to provide regulated services you are not licensed to provide.
Attack or misuse the Service, including probing for vulnerabilities, bypassing limits or security, overloading our systems, scraping, or reverse-engineering the apps or software, except where the law allows it.
Resell, sublicense or white-label VSD, or use it to build a competing product, without our written permission.

Fair use. "Unlimited" features are for one Customer's normal business use. If usage threatens the stability of the Service or the experience of other Customers, we will contact you first and may apply reasonable limits.

If we believe these rules have been broken, we may remove content, suspend accounts, or report the matter to the authorities (see section 8).

5. Your responsibilities to Visitors

You decide how VSD is used on your website and with your customers, so you are responsible for doing it lawfully. In particular, you must:

Tell Visitors in your own privacy notice that you use VSD to track website visits, take inquiries and talk to them, and what you do with that data.
Get any consent the law requires before tracking Visitors, sending them chat invitations or calling them, and before recording, transcribing or summarising conversations.
Use the recording notices VSD provides, or your own, so people know when a conversation is being recorded.
Respond to Visitors' privacy requests, such as access or deletion. We will help where we can.
Keep your forms proportionate, collecting only what you need for the inquiry.

For Visitor data, NanoThread acts as your data processor. You are the data fiduciary or controller. If you need a data processing agreement for your own compliance, email support@nanothread.io.

6. Your data and our intellectual property

Your data stays yours. The Customer owns Customer Data. You give us permission to host, process, transmit and display it only as needed to provide, secure and support the Service, and as described in our Privacy Policy. We do not use Customer Data to train AI models.

Exporting. You can download your inquiries and recordings from the dashboard while your account is active.

Aggregated statistics. We may use de-identified, aggregated data, such as total calls handled or average response time across all Customers, to run and improve VSD. It will never identify you, your Agents or your Visitors.

Our property. VSD, including its software, apps, design, documentation and the "Video Service Desk" and "VSD" names and logos, belongs to NanoThread. During your subscription we give you a limited, non-exclusive, non-transferable right to use it under these Terms. You may show our widget and links on your own websites and materials as intended.

Feedback. If you send us ideas or suggestions, we may use them freely, without any obligation to you.

7. Apps, third-party services, AI and availability

Third-party services. VSD can connect to services you choose, such as WhatsApp, email or your calendar. Your use of those services is governed by their own terms, and we are not responsible for them or for changes they make.

Mobile apps. The iOS and Android apps are part of the Service and are covered by these Terms. You are responsible for your device, keeping the app updated, and any mobile data charges. If you download the iOS app from Apple's App Store, you also agree that:

these Terms are between you and NanoThread, not Apple, and NanoThread, not Apple, is responsible for the app and its support;
Apple has no obligation to provide maintenance or support, and is not responsible for any claims relating to the app, including product liability, legal compliance or intellectual property claims;
Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.

AI features. Transcripts and AI summaries are generated automatically and may contain mistakes. Review them before relying on them for any important decision, and don't treat them as legal, financial or other professional advice.

Availability and support. We work hard to keep VSD running, but we do not promise it will be uninterrupted or error-free, and video quality depends on each person's internet connection and device. We may carry out planned maintenance, preferably outside business hours, and will try to give notice of major work. Support is by email at support@nanothread.io.

Changes to the Service. We improve VSD regularly and may add, change or remove features. If we remove a feature central to your paid plan, we will give you at least 30 days' notice, and you may cancel and receive a pro-rated refund for the unused paid period.

Beta features. Features labelled beta or preview are provided as they are, may change or stop, and may not be supported.

8. Suspension and termination

You can leave any time. Cancel from your dashboard or by emailing us. Your account stays active until the end of the paid period.

We may suspend or close an account, with notice where practical, if:

you break section 4 (Acceptable use) or another important part of these Terms;
we suspect fraud, illegal activity or misuse, or are required to act by law or a government authority;
your use puts the Service, our other Customers or the public at risk; or
payment remains overdue after reminders.

In serious cases, such as suspected fraud, illegal content or a security threat, we may act immediately without notice. We may also preserve relevant data and report the matter to law enforcement. If we close your account without cause, we will refund the unused part of any prepaid fees.

After termination, your right to use VSD ends. You can export your data during the paid period. After the account closes, we delete Customer Data as set out in our Privacy Policy, including the timing for backups. Sections that by their nature should survive, such as fees owed, intellectual property, disclaimers, liability limits, indemnity and governing law, continue to apply.

9. Disclaimers, liability and indemnity

Disclaimer. Except as these Terms expressly say, VSD is provided "as is" and "as available". To the extent the law allows, we disclaim all other warranties, including fitness for a particular purpose and non-infringement. We don't guarantee any particular number of leads, sales or business results.

Limitation of liability. To the extent the law allows:

neither of us is liable to the other for indirect or consequential losses, or for lost profits, revenue, business, goodwill or data;
our total liability arising from these Terms or the Service is limited to the fees you paid us in the 12 months before the event that caused the claim. If you use the free plan and have paid us nothing, we have no liability to you.

These limits do not apply to liability that cannot legally be limited, such as for fraud.

Indemnity. You will defend and compensate NanoThread for claims, fines and reasonable legal costs from third parties, including Visitors and regulators, that arise from your Customer Data, your breach of section 4 or 5, or your breach of law. We will tell you promptly about any such claim and let you control the defence.

10. Disputes, changes and general terms

Governing law. These Terms are governed by the laws of India.

Resolving disputes. If a dispute comes up, email us first and we will try to resolve it in good faith within 30 days. If we can't, the dispute will be settled by arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by both of us. The arbitration will be held in Bengaluru, in English. Subject to that, the courts of Bengaluru, Karnataka have exclusive jurisdiction. Either of us may still seek urgent interim relief from a court.

Changes to these Terms. We may update these Terms. We will post the new version here and change the effective date. For significant changes, we will email Customers at least 30 days before they apply. If you keep using VSD after that, you accept the changes; if you don't agree, you can cancel before they take effect.

General.

These Terms, the Privacy Policy, the Cancellation and Refund Policy, and any order form or written agreement signed with us, form the whole agreement. If they conflict, a signed agreement takes priority, then these Terms.
You may not transfer this agreement without our written consent. We may transfer it as part of a merger, acquisition or sale of VSD.
Neither of us is responsible for delays caused by events beyond reasonable control, such as natural disasters, internet or power outages, or government action.
If any part of these Terms is found unenforceable, the rest stays in effect.
Not enforcing a right straight away does not mean we have given it up.
We may send notices to the email address on your account. Send notices to us at support@nanothread.io.

Contact

NanoThread LLP, Bengaluru, Karnataka, India General and legal: support@nanothread.io Support: support@nanothread.io