Terms of service
Last updated 25 August 2026
These terms govern your use of Braid, provided by Horizon Digital Ventures, LLC, a Delaware limited liability company ("we", "us"). By creating a workspace you agree to them.
1 · The service
Braid is a customer support platform. An AI agent answers inbound messages on channels you connect, drawing on knowledge you provide, and hands conversations to your team according to rules you set.
2 · Your account
You must give accurate registration details and keep your credentials secure. You are responsible for what happens under your workspace, including what the people you invite do.
You must be at least 18 and able to enter a contract. If you are agreeing on behalf of a company, you confirm you have authority to bind it.
3 · Your content
You own your content — your knowledge base, your settings, and the conversations in your workspace. We claim no ownership of any of it.
You grant us the licence needed to run the service: to store, process and transmit that content so the product can function. That licence exists only to operate Braid and ends when you delete the content or your workspace.
You are responsible for having the right to use what you upload, and for the lawfulness of the conversations you conduct through Braid.
4 · Acceptable use
Your use of Braid is subject to our acceptable use policy, which forms part of these terms. It prohibits, among other things, using Braid for unsolicited or bulk messaging.
You must also comply with the rules of the channels you connect — including Meta's WhatsApp Business Messaging Policy and Instagram's platform terms. A breach of those rules is a breach of these terms.
5 · The AI agent, and its limits
Braid generates replies using AI models. AI output can be wrong. It may misstate facts, misread intent, or produce an answer your knowledge base does not support.
You are responsible for what your agent says to your customers. We give you the controls to manage that risk — guardrails, handoff rules, a sandbox, a draft-and-publish flow, approval gates on tool actions — and we strongly recommend using them. We do not warrant that any particular answer will be correct.
6 · Availability
We aim to keep Braid available and will give notice of planned maintenance where we can. We do not currently offer a contractual uptime commitment. The service is provided as is, without warranties of any kind to the extent the law allows.
7 · Fees
Plans include a monthly volume of conversations and a number of seats. Conversations beyond the included volume are charged at the rate shown in your workspace; your agent keeps answering rather than cutting off.
Billing arrangements are agreed directly with us. Fees are exclusive of taxes.
8 · Suspension and termination
You may stop using Braid at any time by deleting your workspace — see data deletion.
We may suspend or terminate a workspace that breaches these terms or the acceptable use policy, that puts the service or other customers at risk, or that has unpaid fees. Where circumstances allow, we will warn you first.
9 · Liability
To the maximum extent permitted by law, neither party is liable for indirect, incidental or consequential loss, or for lost profits, revenue or data.
Our total liability arising out of or relating to these terms is limited to the fees you paid us in the twelve months before the event giving rise to the claim.
Nothing here limits liability that cannot lawfully be limited.
10 · Changes
We may update these terms. For material changes we will notify workspace admins in advance. Continuing to use Braid after a change takes effect means accepting it.
11 · Governing law
These terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law rules. Nothing here deprives a consumer of protections they have under the mandatory law of their country of residence.
Contact
Horizon Digital Ventures, LLC 131 Continental Dr, Suite 305, Newark, DE 19713, United States support@getbraid.ai