Terms of Service

1. Introduction and Acceptance

Welcome to RipeText, a product of nibnab, Inc., a Delaware corporation doing business as RipeText ("Company," "we," "us," or "our"). These Terms of Service ("Terms") govern your access to and use of the RipeText platform, including our website, applications, APIs, AI-powered analytics features, and all related services (collectively, the "Service").

By creating an account, accessing, or using the Service in any manner, you ("User," "you," or "your") acknowledge that you have read, understood, and agree to be bound by these Terms, as well as our Privacy Policy, which is incorporated herein by reference. If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms, and references to "you" shall include that organization.

If you do not agree to these Terms, you must not access or use the Service. We reserve the right to update or modify these Terms at any time by posting the revised version on our website. Your continued use of the Service following any such changes constitutes your acceptance of the updated Terms. We encourage you to review these Terms periodically.

2. Definitions

For the purposes of these Terms, the following definitions apply:

• "Service" means the RipeText platform, including all features, tools, dashboards, AI analytics capabilities, APIs, integrations, and related services provided by nibnab, Inc.
• "User" means any individual who creates an account on or accesses the Service, whether as an Owner, Admin, or Member of an Organization.
• "Organization" means a team, company, or entity created within the Service by a User for the purpose of managing customer support analytics and team performance.
• "Content" means all data, text, conversations, messages, analytics results, reports, insights, and other materials generated, uploaded, ingested, or displayed through the Service.
• "Integrated Platform" means any third-party customer support platform connected to the Service, including but not limited to Zendesk, Intercom, and Front.
• "User Data" means all data provided by or on behalf of a User or Organization, including customer support conversations, tickets, agent information, and any other data ingested from Integrated Platforms.
• "AI-Generated Insights" means all analytics, evaluations, recommendations, topic classifications, sentiment scores, and other outputs produced by the Service's artificial intelligence and machine learning features.
• "Subscription Plan" means the specific tier of service selected by a User or Organization, whether free or paid, as described on the RipeText pricing page.

3. Account Registration and Security

3.1 Registration

To access the Service, you must create an account by authenticating via Magic Link (a passwordless email-based authentication method) or Google Single Sign-On (SSO). You agree to provide accurate, current, and complete information during registration and to update such information as necessary to maintain its accuracy.

3.2 Organizations and Roles

Upon registration, you may create or join an Organization. Each Organization supports the following user roles:

• Owner: The User who created the Organization. Owners have full administrative control, including billing management, member management, and the ability to delete the Organization.
• Admin: Users granted elevated privileges by the Owner, including the ability to manage integrations, invite members, and configure Organization settings.
• Member:Users invited to an Organization with standard access to dashboards, analytics, and reports as permitted by the Organization's Subscription Plan.

3.3 Invitation System

Owners and Admins may invite additional Users to join their Organization via email invitation. By sending an invitation, you represent that you have the authority to grant the invited individual access to the Organization's data and analytics. Invited Users must accept the invitation and create an account to access the Organization.

3.4 Account Security

You are responsible for maintaining the security of your account and for all activities that occur under your account. You agree to immediately notify us at info@ripetext.com if you become aware of any unauthorized use of your account or any other breach of security. We shall not be liable for any loss or damage arising from your failure to maintain the security of your account credentials.

4. Description of Service

RipeText is an AI-powered performance analytics platform designed for customer support teams. The Service enables Organizations to ingest, analyze, and derive actionable insights from customer support conversations sourced from Integrated Platforms such as Zendesk, Intercom, and Front.

4.1 Core Features

The Service includes, but is not limited to, the following features:

• Conversation Ingestion: Automated import and synchronization of customer support conversations from connected Integrated Platforms.
• Ivy Agent:An AI-powered conversational assistant that provides on-demand answers and insights about your support team's performance, trends, and data.
• Topic Generation: Automated identification and categorization of conversation topics using machine learning models.
• Issue Extraction: AI-driven detection of customer issues, pain points, and recurring problems within support conversations.
• Agent Evaluation: Performance scoring and assessment of customer support agents based on conversation quality, response patterns, and resolution effectiveness.
• Training Recommendations: AI-generated coaching suggestions and training content tailored to individual agent performance data.
• Sentiment Analysis: Automated classification of customer and agent sentiment throughout conversations.
• Anomaly Detection: Identification of unusual patterns, spikes, or deviations in support metrics and conversation data.
• Semantic Search: Natural language search across ingested conversations and analytics data.
• Dashboards and Reporting: Interactive visualizations, performance dashboards, and exportable reports for team and individual agent analytics.
• Coaching Tools: Features designed to help team leads and managers provide targeted feedback and training to support agents.

We reserve the right to add, modify, or remove features of the Service at any time. Material changes to core features will be communicated to active Users via email or in-app notification.

5. Subscription Plans and Payment

5.1 Plans and Pricing

The Service is offered under free and paid Subscription Plans. Details regarding the features, limitations, and pricing of each plan are available on the RipeText pricing page. Paid plans are available on a monthly or annual billing cycle.

5.2 Free Trial

We may offer a fourteen (14) day free trial for paid Subscription Plans. During the trial period, you will have access to the features included in the selected plan. At the end of the trial period, your account will automatically convert to a paid subscription unless you cancel before the trial expires. We reserve the right to modify, limit, or discontinue free trial offers at any time.

5.3 Payment Processing

All payments are processed through Stripe, a third-party payment processor. By subscribing to a paid plan, you agree to provide valid payment information and authorize Stripe to charge the applicable fees to your designated payment method. Your use of Stripe is subject to Stripe's terms of service and privacy policy. We do not store your complete credit card information on our servers.

5.4 Auto-Renewal

Paid Subscription Plans automatically renew at the end of each billing cycle (monthly or annual) unless you cancel prior to the renewal date. You will be charged the then-current subscription rate at the time of renewal. We will provide reasonable advance notice of any price increases before they take effect.

5.5 Cancellation

You may cancel your paid Subscription Plan at any time through your account settings. Upon cancellation, your subscription will remain active until the end of the current billing period, after which your account will revert to the free plan (if available) or be deactivated. You will not receive a prorated refund for the remainder of your billing period.

5.6 Refund Policy

All fees paid for the Service are non-refundable, except as required by applicable law. This includes, without limitation, subscription fees, setup fees, and any other charges associated with the Service. If you believe you have been charged in error, please contact us at info@ripetext.com within thirty (30) days of the charge.

6. User Responsibilities

6.1 Accurate Information

You agree to provide accurate, truthful, and complete information when creating your account, setting up your Organization, and using the Service. You are responsible for keeping your account information up to date.

6.2 Compliance with Integrated Platform Terms

When connecting the Service to Integrated Platforms such as Zendesk, Intercom, or Front, you represent and warrant that: (a) you have the authority and all necessary permissions to connect such platforms and to grant the Service access to the data contained therein; (b) your use of the Service in connection with such platforms complies with the applicable terms of service, acceptable use policies, and privacy policies of those Integrated Platforms; and (c) you will not use the Service to access or process data from any Integrated Platform in a manner that violates any applicable law, regulation, or third-party agreement.

6.3 Authorized Access

You are solely responsible for ensuring that all individuals who access the Service through your Organization are authorized to do so and that their access to customer support data is permitted under applicable laws and your Organization's internal policies. You agree to promptly revoke access for any User who is no longer authorized.

6.4 Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable local, state, national, or international law or regulation.
• Attempt to gain unauthorized access to the Service, other user accounts, or any systems or networks connected to the Service.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service or any underlying algorithms or models.
• Use the Service to transmit any malware, viruses, or other harmful code.
• Interfere with or disrupt the integrity or performance of the Service or any data contained therein.
• Resell, sublicense, or redistribute the Service or any portion thereof without our prior written consent.
• Use the Service to scrape, harvest, or collect data in a manner inconsistent with the intended use of the Service.
• Misrepresent your identity or affiliation with any person or entity when using the Service.

7. Intellectual Property

7.1 RipeText IP

The Service, including but not limited to its software, code, algorithms, artificial intelligence and machine learning models, user interface designs, graphics, logos, trademarks, trade names, documentation, and all AI-Generated Insights methodologies, are the exclusive property of nibnab, Inc. or its licensors and are protected by United States and international copyright, trademark, patent, trade secret, and other intellectual property laws. Nothing in these Terms grants you any right, title, or interest in or to the Service or any of its components, except for the limited right to use the Service as expressly set forth herein.

7.2 Ownership of User Data

You retain all right, title, and interest in and to your User Data. Nothing in these Terms transfers ownership of your customer support conversations, tickets, agent data, or any other data you provide to or through the Service. We claim no intellectual property rights over the User Data you submit to the Service.

7.3 License to Process Data

By using the Service, you grant nibnab, Inc. a limited, non-exclusive, worldwide, royalty-free license to access, collect, store, process, analyze, and display your User Data solely for the purpose of providing, improving, and maintaining the Service. This license includes the right to transmit your User Data to third-party AI providers (as described in Section 8) for the purpose of generating AI-Generated Insights. This license terminates upon deletion of your User Data or termination of your account, subject to our data retention policies described in our Privacy Policy.

8. AI and Machine Learning Disclaimer

The Service utilizes artificial intelligence and machine learning technologies, including third-party AI services provided by OpenAI and Anthropic, to generate analytics, evaluations, recommendations, and other AI-Generated Insights. By using the Service, you acknowledge and agree to the following:

• Informational Purpose: All AI-Generated Insights, including but not limited to agent evaluations, topic classifications, sentiment scores, training recommendations, and anomaly detections, are provided for informational purposes only and should not be relied upon as the sole basis for employment decisions, disciplinary actions, or other consequential determinations.
• No Guarantee of Accuracy: While we strive to provide accurate and useful insights, AI and machine learning technologies are inherently probabilistic and may produce inaccurate, incomplete, or biased results. We do not warrant or guarantee the accuracy, completeness, reliability, or suitability of any AI-Generated Insights for any particular purpose.
• Third-Party AI Processing: Portions of your User Data may be transmitted to and processed by OpenAI and Anthropic for the purpose of generating AI-Generated Insights. Such transmission is subject to the respective privacy policies and terms of service of those providers. We select and configure these providers with care, but we do not control their processing practices.
• No Guaranteed Outcomes: Use of the Service does not guarantee any specific business outcomes, improvements in customer support quality, or measurable performance gains. Results may vary based on the volume, quality, and nature of the data provided to the Service.
• Human Oversight: You are responsible for exercising independent judgment and applying appropriate human oversight when acting upon AI-Generated Insights. We recommend that all significant decisions informed by the Service be reviewed by qualified personnel within your Organization.

9. Data and Privacy

Your privacy is important to us. Our collection, use, storage, and disclosure of personal information and User Data are governed by our Privacy Policy, which is incorporated into and forms part of these Terms. By using the Service, you consent to the data practices described in the Privacy Policy.

You acknowledge that the Service processes customer support data, which may include personal information of your customers and support agents. You are responsible for ensuring that your use of the Service complies with all applicable data protection laws and regulations, including but not limited to the California Consumer Privacy Act (CCPA), the General Data Protection Regulation (GDPR) where applicable, and any other relevant privacy legislation. You agree to obtain all necessary consents and authorizations before submitting personal data to the Service.

10. Third-Party Integrations

10.1 Integrated Platforms

The Service integrates with third-party customer support platforms, including Zendesk, Intercom, and Front (collectively, "Integrated Platforms"). These integrations are provided to facilitate the ingestion and analysis of your customer support data. We are not affiliated with, endorsed by, or sponsored by any Integrated Platform unless expressly stated.

10.2 User Responsibilities for Integrations

You are solely responsible for: (a) maintaining valid accounts and appropriate permissions on all Integrated Platforms you connect to the Service; (b) ensuring that your use of data from Integrated Platforms through the Service complies with the terms of service and policies of those platforms; and (c) managing and revoking integration permissions as necessary. We are not responsible for any actions taken by Integrated Platforms, including suspension or termination of your account on those platforms.

10.3 OAuth Authorization

Connections to Integrated Platforms are established through OAuth authorization protocols. By authorizing an integration, you grant the Service permission to access and retrieve data from the connected platform in accordance with the scope of permissions you approve during the authorization process. You may revoke this authorization at any time through the Integrated Platform's settings or through your RipeText account settings. Revocation of OAuth authorization will prevent further data synchronization from the affected platform.

11. Service Availability and Modifications

We strive to maintain the availability and reliability of the Service; however, the Service is provided on an "as available" basis. We do not guarantee uninterrupted, error-free, or secure access to the Service at all times. The Service may be subject to scheduled maintenance, unplanned outages, or disruptions caused by factors beyond our reasonable control.

Unless a separate service level agreement ("SLA") has been executed between you and nibnab, Inc., no specific uptime guarantee is provided. We shall not be liable for any damages or losses resulting from service interruptions, downtime, or unavailability.

We reserve the right to modify, update, suspend, or discontinue any part of the Service at any time, with or without notice. We will use commercially reasonable efforts to provide advance notice of material changes that significantly affect your use of the Service. Continued use of the Service after such modifications constitutes acceptance of the updated Service.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL NIBNAB, INC., ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AFFILIATES, SUCCESSORS, OR ASSIGNS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF OR INABILITY TO USE THE SERVICE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE SERVICE SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL AMOUNT YOU HAVE PAID TO US IN SUBSCRIPTION FEES DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) ONE HUNDRED UNITED STATES DOLLARS ($100.00).

The limitations set forth in this section shall apply regardless of the form of action, whether in contract, tort (including negligence), strict liability, or otherwise, and shall survive any termination or expiration of these Terms. Some jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above limitations may not apply to you.

13. Indemnification

You agree to indemnify, defend, and hold harmless nibnab, Inc., its officers, directors, employees, agents, affiliates, successors, and assigns from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees and court costs) arising out of or relating to: (a) your use of or access to the Service; (b) your violation of these Terms; (c) your violation of any applicable law, regulation, or third-party right, including any intellectual property, privacy, or data protection right; (d) any data or content you submit, transmit, or make available through the Service; (e) your connection of any Integrated Platform to the Service without proper authorization; or (f) any dispute between you and a third party arising from your use of the Service.

We reserve the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate with our defense of such claims. You agree not to settle any claim without our prior written consent.

14. Termination

14.1 Termination by User

You may terminate your account and stop using the Service at any time by canceling your Subscription Plan through your account settings or by contacting us at info@ripetext.com. If you are on a paid Subscription Plan, cancellation will take effect at the end of the current billing period, and you will not be charged for subsequent periods.

14.2 Termination by RipeText

We may suspend or terminate your access to the Service, in whole or in part, at any time and for any reason, including but not limited to: (a) a material breach of these Terms; (b) non-payment of subscription fees; (c) conduct that we reasonably believe is harmful to other Users, third parties, or the business interests of nibnab, Inc.; (d) extended inactivity; or (e) a request by law enforcement or other government agency. We will use reasonable efforts to provide notice of termination, except where immediate termination is necessary to protect the Service or other Users.

14.3 Effect of Termination

Upon termination of your account: (a) your right to access and use the Service will immediately cease; (b) any outstanding fees owed to us will become immediately due and payable; (c) we may delete your User Data and account information in accordance with our data retention policies as described in our Privacy Policy. We will make commercially reasonable efforts to allow you to export your data prior to deletion, provided you request such export within thirty (30) days of termination. Provisions of these Terms that by their nature should survive termination shall survive, including but not limited to Sections 7, 8, 12, 13, 15, 16, and 18.

15. Governing Law

These Terms and any dispute arising out of or relating to these Terms or the Service shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.

16. Dispute Resolution

16.1 Informal Resolution

Before initiating any formal dispute resolution proceeding, you agree to first attempt to resolve any dispute, claim, or controversy arising out of or relating to these Terms or the Service informally by contacting us at info@ripetext.com. We will attempt to resolve the dispute informally within thirty (30) days of receiving your notice. If the dispute is not resolved within this period, either party may proceed as set forth below.

16.2 Binding Arbitration

Any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, that cannot be resolved through informal negotiation shall be resolved by binding arbitration administered by the American Arbitration Association ("AAA") in accordance with its Commercial Arbitration Rules then in effect. The arbitration shall be conducted by a single arbitrator, and the seat of arbitration shall be Wilmington, Delaware. The arbitrator's decision shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.

16.3 Class Action Waiver

YOU AND NIBNAB, INC. AGREE THAT EACH PARTY MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. UNLESS BOTH PARTIES AGREE OTHERWISE, THE ARBITRATOR MAY NOT CONSOLIDATE OR JOIN MORE THAN ONE PERSON'S OR PARTY'S CLAIMS AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A CONSOLIDATED, REPRESENTATIVE, OR CLASS PROCEEDING.

16.4 Exceptions

Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in the state or federal courts located in Wilmington, Delaware, to protect its intellectual property rights or to prevent irreparable harm pending the outcome of arbitration. Both parties consent to the exclusive jurisdiction and venue of such courts for such purposes.

17. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable while preserving its original intent. If such modification is not possible, the provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms, together with the Privacy Policy and any other agreements or policies expressly incorporated by reference herein, constitute the entire agreement between you and nibnab, Inc. with respect to the subject matter hereof and supersede all prior or contemporaneous communications, proposals, representations, understandings, and agreements, whether written or oral, between you and nibnab, Inc. regarding the Service. No waiver of any provision of these Terms shall be deemed a further or continuing waiver of such provision or any other provision, and our failure to assert any right or provision under these Terms shall not constitute a waiver of such right or provision.

19. Contact Information

If you have any questions, concerns, or requests regarding these Terms of Service, please contact us at: