Terms of Service

Last updated: September 30, 2026

1. Acceptance of Terms

By accessing or using Kelu ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of the terms, you may not access the Service.

If you use the Service for a company, you accept these Terms for that company and confirm you have the authority to do so. "You" then means the company.

2. Definitions

  • Workspace: your account in Kelu. Billing, plans and team members belong to a workspace.
  • Knowledge base: a collection of content in a workspace that the assistant answers from.
  • Source: a place Kelu reads content from, such as a website, a repository, a file upload or a helpdesk.
  • Your Content: everything you or your sources put into the Service, and the questions your readers ask.
  • Readers: the people who ask your assistant questions, for example in your website widget, helpdesk or Slack.
  • Output: the answers, drafts, tags and other results the Service creates from Your Content.

3. Description of Service

Kelu provides a cloud-based AI knowledge assistant platform. The Service crawls and indexes content you connect — documentation websites, repositories, wikis, knowledge bases, helpdesk tickets, and uploaded files — generates search embeddings from that content, and answers questions using retrieval-augmented AI with source citations. Answers are delivered through an embeddable web widget, APIs and SDKs, chat integrations (such as Slack and Microsoft Teams), and helpdesk automation, based on your subscription plan.

4. Account Registration

To use the Service, you must:

  • Provide accurate and complete registration information
  • Maintain the security of your account credentials
  • Be at least 16 years of age
  • Accept responsibility for all activities under your account
  • Use a real, permanent email address. We refuse temporary email addresses.

The workspace owner controls the workspace. Owners and admins can invite and remove members, change roles, and manage billing. You are responsible for what your members do in your workspace. Tell us at once at [email protected] if you think someone has used your account without permission.

5. Acceptable Use

You are responsible for the content you connect to the Service. You represent that you own or have the necessary rights and permissions to crawl, index, and process any websites, repositories, documents, tickets, or other sources you connect. You agree not to:

  • Connect or index content you don't own or have permission to use
  • Attempt to bypass any rate limits or usage restrictions
  • Use the Service to generate answers for any illegal or harmful purpose
  • Interfere with or disrupt the Service
  • Reverse engineer or attempt to extract source code or underlying models
  • Resell or redistribute the Service without authorization
  • Share client keys or API credentials with unauthorized parties; you are responsible for keeping API keys and secrets secure and for all usage made through our APIs and SDKs under your credentials
  • Upload malware, or content that is unlawful, infringing, defamatory or hateful
  • Use the Service to send spam, including through a connected helpdesk or chat app
  • Try to reach data in another customer's workspace, or hide instructions in your content to make the assistant reveal data it should not
  • Probe, scan or test the Service for weaknesses without our written permission
  • Create many accounts or workspaces to get around plan limits
  • Use the Service to build a competing product, or to train an AI model on its Output

Found a security issue? Please report it to [email protected]. We welcome good-faith reports.

6. Plans, Trials and Usage Limits

Each plan has limits, such as the number of knowledge bases, indexed pages, AI questions per month and team members. The current limits are on our pricing page.

  • The Pro plan has a 14-day free trial, once per workspace, on the first subscription only.
  • AI questions are counted per calendar month across every surface. Past the limit, the assistant replies that the monthly limit is reached until the month resets or you upgrade.
  • Nothing is deleted when you reach a limit or move to a lower plan. Some actions, such as adding new pages or sources, are paused instead.
  • Client keys are rate-limited. Requests over the limit are refused until the limit resets.

7. Subscription and Payment

Paid subscriptions are billed in advance on a monthly or annual basis. Payments are processed by Stripe, our payment provider. You agree to:

  • Provide valid payment information
  • Pay all charges at the prices in effect when incurred
  • Accept that subscriptions auto-renew unless cancelled
  • Cancel at least 24 hours before renewal to avoid charges

When you cancel, you keep your paid plan until the end of the billing period, then the workspace moves to the Free plan. Prices do not include taxes; you pay any sales, VAT or similar taxes that apply. If a payment fails and is not fixed, we may move the workspace to the Free plan. We will give you at least 30 days' notice before we raise the price of your plan. Enterprise plans follow the order form you signed with us; if it conflicts with these Terms, the order form wins.

8. Refund Policy

We offer a 14-day money-back guarantee for new subscriptions. After this period, refunds are provided at our discretion. Annual subscriptions may be eligible for prorated refunds within the first 30 days.

9. Intellectual Property

The Service, including its original content, features, and functionality, is owned by Kelu and protected by international copyright, trademark, and other intellectual property laws. The content you connect, and the indexes and answers derived from it for your account, remain yours. We do not use your content or conversations to train AI models.

10. Your Content

You give us permission to copy, store, process and display Your Content only as needed to provide the Service to you: to index it, search it, answer questions from it, and show answers where you have set up the assistant. This permission ends when Your Content is deleted from the Service.

  • You decide which documents are public. Anything in a public knowledge base can be shown to anyone who can reach your widget, API or MCP server. Visibility follows the knowledge base: put documents in an internal knowledge base to keep them away from them.
  • Slack and Teams bots can answer from restricted documents. Connecting a bot to internal content shares it with everyone in that channel.
  • If Your Content includes personal data, such as tickets or chat history, you are responsible for having the right to use it. Turn on PII masking before you index it.
  • You are responsible for telling your readers how their questions are handled, for example in your own privacy policy.

11. AI Output

Output is created by AI from Your Content. As between you and us, you own the Output. Because it is AI-generated, similar questions from other customers may get similar answers.

  • You are responsible for Output you choose to publish or send, including replies the Service posts to your customers when you turn on automatic replies in a helpdesk.
  • We recommend starting helpdesk automation in Draft Only mode and testing it on past tickets before replying live.
  • Keep your content current. The assistant can only be as accurate as the sources it answers from.

12. Third-Party Services

The Service connects to services run by others, such as Google Drive, GitHub, Notion, Confluence, Zendesk, Intercom, Slack and Microsoft Teams, and to AI model providers. Your use of those services is governed by their own terms. We are not responsible for them, and we cannot keep a connection working if the provider changes or withdraws access. If you bring your own AI model key, you are responsible for that provider's charges and terms.

13. Data and Privacy

Your use of the Service is also governed by our Privacy Policy. By using the Service, you consent to the collection and use of information as described in the Privacy Policy. When we process personal data on your behalf, our Data Processing Agreement applies and forms part of these Terms.

14. Confidentiality

Each of us may see the other's non-public information, such as your private content or our non-public product plans. Each of us will use it only for this agreement, protect it at least as well as our own confidential information, and share it only with people who need it and are bound to keep it confidential. This does not cover information that is already public, that the other party already had, or that must be disclosed by law.

15. Feedback

If you send us ideas or suggestions, we may use them without owing you anything.

16. Beta Features

Some features may be labelled beta, preview or early access. They may change or be removed at any time, may not be as reliable, and are provided without any service commitment.

17. Service Availability

We strive for 99.9% uptime but do not guarantee uninterrupted access. We may suspend the Service for maintenance, updates, or circumstances beyond our control. We are not liable for any downtime or data loss. Enterprise plans may include a custom service level agreement.

18. Changes to the Service

We improve the Service all the time, so features will change. If we remove a major feature you pay for, we will tell you in advance where we reasonably can. See the changelog for what has changed.

19. Limitation of Liability

To the maximum extent permitted by law, Kelu shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities. Our total liability for any claim about the Service is limited to the amount you paid us in the 12 months before the claim arose.

20. Disclaimer of Warranties

The Service is provided "as is" without warranties of any kind. Answers are generated by artificial intelligence based on the content you connect and may be incomplete, outdated, or inaccurate. AI-generated answers do not constitute professional, legal, medical, or financial advice, and you should verify important information against the cited sources. We do not guarantee that the Service will be error-free.

21. Indemnification

You will defend and hold Kelu harmless from claims by others that arise from Your Content, from content you connect without the right to do so, or from your breach of these Terms.

22. Suspension

We may suspend access to all or part of the Service if you break the Acceptable Use rules, if your use puts the Service or other customers at risk, or if the law requires it. Where we can, we will tell you first and give you a chance to fix the problem. We will restore access once it is fixed.

23. Termination

We may terminate or suspend your account immediately, without prior notice, for conduct that violates these Terms or is harmful to other users, us, or third parties. Upon termination, your right to use the Service ceases immediately.

You can stop using the Service at any time: cancel your subscription and delete your knowledge bases, or ask us to close your account. After an account is closed, we delete its data within 30 days, unless the law requires us to keep it. Sections that by their nature should survive, such as payment owed, confidentiality, liability limits and indemnification, survive termination.

24. Changes to Terms

We reserve the right to modify these Terms at any time. We will provide notice of significant changes via email or through the Service. Continued use after changes constitutes acceptance of the new Terms.

25. Governing Law

These Terms are governed by the laws of India, without regard to conflict of law principles. Any disputes shall be resolved in the courts of Chennai, Tamil Nadu, India.

26. General

  • Entire agreement: these Terms, the Privacy Policy, the DPA and any order form are the whole agreement between us about the Service.
  • Severability: if a court finds part of these Terms unenforceable, the rest still applies.
  • No waiver: if we do not enforce a right straight away, we have not given it up.
  • Assignment: you may not transfer these Terms without our consent. We may transfer them to a successor in a merger, acquisition or sale of assets.
  • Force majeure: neither of us is liable for delays caused by events beyond reasonable control, such as outages at a cloud provider, natural disasters or war.
  • Export and sanctions: you may not use the Service where US or other applicable export laws or sanctions forbid it.
  • Notices: we send notices to the email address of the workspace owner. You send notices to [email protected].

27. Contact

For questions about these Terms, contact us at:

Email: [email protected]