Terms of Service

The service

JoeFlow is an all-in-one business operations platform for service businesses: ticketing and help desk, CRM and pipelines, email intake, workflow automation (flows), scheduling and booking, knowledge bases, invoicing, inventory and purchasing, and internal team chat ("Team Chat"). It also includes Joe, a built-in AI assistant that answers questions, configures parts of your workspace, and — in Managed Mode — can act on your behalf within the permissions and approvals you set. An optional, opt-in Community module connects business workspaces to each other (company profiles, a business-only feed, and direct messages between connected organizations).

The service is offered in two ways:

• Cloud subscription (SaaS). We host JoeFlow for you on our infrastructure, billed on the credit-based plans described under Billing and subscriptions.
• Self-hosted licence. You license the JoeFlow software and run it on infrastructure you control, under the Self-hosted licence section below.

Unless a section says otherwise, these Terms apply to both. Sections about our hosting, security operations, and data handling as a service provider describe the cloud subscription; self-hosted deployments put those responsibilities on the operator instead.

Acceptance

By creating an account, clicking "I agree" (or any equivalent button), or using JoeFlow, you accept these Terms. Accounts are created through the sign-up form or through the Joe onboarding chat, where Joe can set your account up from a short conversation and hand you a link to create your password; by continuing past that handoff (or by using the service) you accept these Terms. If you create a workspace on behalf of a company or organization, you represent that you have authority to bind that organization, and "you" refers to that organization; its admins are responsible for the users they invite. If you do not agree, do not use JoeFlow.

Eligibility

You must be at least 16 years old and legally capable of entering into a binding contract to use JoeFlow. The service — including the Joe onboarding chat on our marketing site — is not directed to children under 13, and we do not knowingly allow accounts for anyone under 16.

Accounts

• Provide accurate, current information and keep it that way. When you sign up through the Joe chat, check that the name and email address captured in the conversation are correct before completing sign-up.
• Protect your credentials. You are responsible for activity under your account. Use strong, unique passwords; tell us promptly at [[placeholder — support email]] if you suspect unauthorized use.
• Password rules. Accounts must meet the password rules the service enforces at sign-up and password changes (a minimum length, and character-complexity requirements where enabled for the platform). The rules in force are the ones displayed to you at the time.
• Two-factor authentication (MFA). JoeFlow supports time-based one-time password (TOTP) two-factor authentication. We may require it for accounts with platform-administration access, and organizations may require or encourage it for their members. If you enroll, keep your authenticator app and recovery codes secure — access resets tied to lost devices go through [[placeholder — support email]].
• Organization admins are responsible for the users they invite — their conduct, their access, and removing them when they leave.
• SSO. Where single sign-on is configured, the organization administers the identity provider and is responsible for its assertions and for disabling access promptly when employees lose eligibility.

Acceptable use

You agree not to:

• use JoeFlow for any unlawful purpose or to host unlawful, infringing, or harmful content;
• upload malware or attempt to gain unauthorized access to the service, other tenants, or their data;
• abuse the service or other tenants — including harassment through customer-facing channels, excessive load, or attempts to disrupt availability;
• abuse the Community module or inter-organization messaging — the Community network is for real business use between organizations; do not impersonate a business, spam connection requests or direct messages, harass members of other workspaces, or post unlawful, deceptive, or infringing content, and do not use connections or DMs to circumvent the service's limits or another organization's stated boundaries;
• manipulate or attack AI features — do not attempt to prompt-inject, jailbreak, or otherwise manipulate Joe or any AI feature into exceeding its permissions, revealing secrets or other users' data, bypassing its approval or autonomy settings, or avoiding its rate limits and metering; such attempts may be rate-limited, logged, and treated as a breach of this section;
• reverse engineer the service except where that restriction is prohibited by law;
• scrape, crawl, load-test, or benchmark JoeFlow (or run security testing against it) without our prior written consent;
• violate messaging laws when using JoeFlow's email, SMS, or voice features — organizations that send email, SMS, or make calls through JoeFlow must comply with applicable consent and disclosure rules, including CAN-SPAM and TCPA, and must have obtained any required recipient consent; and
• circumvent usage limits, credit metering, seat rules, or technical controls of the service.

We may suspend or terminate accounts that violate this section — see Termination below.

Customer data

Your organization owns the data it and its users enter into JoeFlow ("Customer Data"). You grant BTS a limited licence to host, process, transmit, and back up Customer Data solely to provide and secure the service for you — not to advertise, not to sell, and (except as described in the Privacy Policy's AI section) not to train models. Customer Data includes the content your workspace generates in ordinary use — tickets, chats and Team Chat messages, CRM records, Joe conversation transcripts, Community posts and direct messages, documents, and approvals of Joe's proposed actions — as well as the technical records the service keeps to run and secure it, such as AI usage metering entries (which record feature, provider, model, token counts, and cost — not your prompt content). How we handle personal information in Customer Data and account data is described in the Privacy Policy; a data processing agreement is available on request.

Third-party and BYOK services

JoeFlow connects to services you choose — Stripe (payments), Twilio (voice/SMS), email providers, calendars, tax providers, and others. Those services are governed by your own agreements with those providers, and their availability, pricing, and outputs are their responsibility, not ours. We are not liable for third-party service outages, changes, or acts, beyond routing your requests to them.

AI keys and file storage work the other way around by default: AI features run on platform-managed provider accounts operated by BTS and are metered in credits (see Billing), and workspace files are stored on BTS-managed storage. On Enterprise plans (and any other plan where we expressly enable it), you may instead connect your own AI provider keys and your own S3-compatible storage ("BYOK"); when you do, those integrations run under your own agreements with those providers, on your instructions, as described in the Privacy Policy. Whatever plan you are on, the essentials stay BYOK: payments ride your own Stripe account, email your own SMTP, and voice your own Twilio account.

AI features

JoeFlow's AI features — Joe, drafts, summaries, suggestions, and the onboarding chat — help you run your workspace. Where AI runs on platform-managed providers, your prompts and workspace content are processed by BTS's providers under BTS's arrangements to produce the answer you asked for, metered in credits; where you connect your own provider keys (BYOK), that processing happens under your own agreement with your provider. BTS does not train models on your data.

Joe's ability to act is deliberately constrained:

• Joe can only do what your own role and permissions allow — autonomy settings can never exceed them;
• depending on your per-capability autonomy settings, Joe either suggests changes for you to apply, queues them for your approval before they run, or (where you explicitly allow it) executes them itself; every queued action runs only after you approve it, and approvals and executions are recorded;
• Joe never asks the AI for, and cannot grant, permissions, roles, billing changes, or credentials.

AI output may be inaccurate or incomplete — review it before relying on it or sending it to anyone. AI features are optional aids, not professional advice, and you remain responsible for what you send or publish using them. Joe may occasionally recommend next steps that reference offerings — our own or a partner's; when a recommendation is a paid offering we will make that clear in context, and recommendations are never a condition of using the service. We engineer AI features to resist manipulation, and we treat attempted manipulation under Acceptable use. Attempts to manipulate Joe — for example to reveal its prompts or configuration, credentials or keys, other customers' data, or other secrets — are refused and logged. When we detect such an attempt, we file an automated, low-priority support ticket in BTS's own support workspace, recording the mode (which AI surface the attempt was made on), the category of the attempt, the workspace and the user or visitor-session ID involved, an excerpt of the attempted message (capped at 500 characters), and the tail of the surrounding conversation (capped at 2,000 characters) — never your other content, settings, or credentials. These records are used to operate and refine our guardrails and to enforce Acceptable use, are visible only to BTS's platform team, and are kept for 90 days and then deleted.

Managed mode

JoeFlow's standard interface is Operator mode: you drive, Joe helps. Managed Mode flips the emphasis — a Joe-first surface where you describe outcomes in conversation and Joe organizes and performs the work on your behalf, subject to the AI-features safeguards above. In Managed mode:

• Joe proposes changes and actions; what he may execute without asking is controlled only by the autonomy settings you set (default: he suggests and you apply);
• actions that require your sign-off appear in an approval queue — nothing queued runs until you approve it, and every approval or denial is recorded;
• Joe keeps working within your workspace's role permissions, and you can switch back to Operator mode at any time.

Managed Mode also adds three pieces of Joe-organized scaffolding:

• Business stats. A stats column Joe organizes on your behalf from your own enabled modules (support, sales, work, and billing), so the state of the business is readable at a glance without assembly.
• Guided setup. Joe walks you through — or completes for you — the initial setup steps: connecting your email, wiring up channels, and basic workspace configuration. Progress is tracked per step against the live workspace, so the checklist reflects reality rather than intentions.
• Getting things from you. When Joe needs something from you, the ask lands in the approval window like any queued action. For a sensitive input — an SMTP or mailbox password, for example — Joe instead sends you a dedicated secure popup after the turn: what you type there goes straight into the encrypted email-settings vault and never enters the conversation, the transcript, or any AI provider.

Billing and subscriptions

JoeFlow is billed on credit-based plans, published on our pricing page. Credits are the unit that meter AI work and metered service actions; every plan includes a monthly credit allowance, and every module is available on every plan unless its plan expressly says otherwise.

• Plans. Free starts your workspace with a one-time grant of free starter credits — no card required. Solo, Team, and Business are monthly subscriptions, each granting a fixed credit allowance at the start of every monthly billing cycle. Enterprise is a custom arrangement — contact us and these Terms apply subject to whatever order you sign with us.
• Credits. One credit is a small fixed unit of metered work; the per-feature credit prices in force are shown in the product (and may be adjusted by us on notice under Price changes below). Plan credits are granted into your workspace's credit balance each monthly cycle, and credits from top-up packs (one-time purchases) are added to the same balance when purchased. Credits remain in the balance until spent; credits have no cash value, are not transferable between workspaces or organizations, and are not convertible to refunds except as this section provides.
• Running out. A workspace that runs out of credits becomes read-only — your data is kept intact and nothing is deleted, but metered actions (including AI features) pause until credits are granted or purchased. Metered usage stops at zero: metering never drives the balance negative.
• Subscriptions auto-renew at the end of each billing cycle (monthly, or quarterly/annual where offered) unless cancelled before the renewal date. Prepaid longer periods grant their credits for the whole period up front.
• Cancellation takes effect at the end of the current billing period; you keep access until then. We do not pro-rate partial periods unless we say so.
• Refunds. As a rule, payments are non-refundable. If we do issue a full refund of a payment, the credits that payment granted are clawed back, capped at your current balance — credits you have already spent are not invoiced back to you, and the balance never goes negative. Partial refunds leave credits in place. Where applicable law requires more generous treatment, that law controls.
• Taxes. Prices exclude applicable taxes, which you pay on top.
• Price and credit-price changes. We may change plan prices or per-feature credit prices on notice before your next renewal; the new prices apply from the next cycle. Promotional prices are time-limited; when a promotion ends, the plan returns to its then-current catalog price on the same notice.
• Late payment. Overdue amounts may accrue interest at the lesser of 1.5% per month or the maximum allowed by law, and we may suspend the service for non-payment after notice. Suspension is limited to the delinquent workspace where technically practicable, and access is restored once the account is brought current.

Intellectual property

BTS and its licensors own the JoeFlow platform, software, trademarks, and content (excluding Customer Data). You may not copy platform code or use our marks without permission, except as the service itself allows. If you send us feedback or suggestions, you grant BTS a perpetual, royalty-free licence to use them to improve our products, without obligation to you.

Confidentiality

Each party may receive the other's non-public information ("Confidential Information"). The recipient uses it only to fulfil these Terms, protects it with reasonable care, and discloses it only to personnel and subprocessors who need it and are bound to confidentiality. Confidential Information excludes information that is public, independently developed, or lawfully received from another source; compelled legal disclosure is permitted with notice where lawful.

Term, suspension, and termination

• Term. These Terms apply while you use the service or have an account.
• Suspension. We may suspend access for breach of the Acceptable Use or payment sections (with notice, except where delay risks harm to the service, other tenants, or the law). A workspace paused for running out of credits is a metering state, not a suspension — see Billing and subscriptions.
• Termination by you. Cancel in-app at any time; cancellation stops future billing.
• Termination by us. We may terminate for material breach that remains uncured after notice, or where the law requires.
• After termination you have a 30-day window to export your data, after which the workspace and its data are deleted per the Privacy Policy's retention schedule. Sections that should survive termination — ownership, confidentiality, limitation of liability, payment obligations accrued, and governing law — do survive.

Community and inter-organization messaging

The Community module is an opt-in network for JoeFlow workspaces to connect as businesses: company profiles, a feed visible to connected organizations, and direct messages between organizations. If your organization turns it on:

• You control the connection. Your workspace appears to others only as the company profile you publish, and connects to another organization only when a connection is requested and accepted. Disconnecting ends the visibility.
• Your organization is responsible for what its members post and send — profiles, feed posts, comments, and direct messages — and for the accuracy of the business information it publishes.
• Community content is Customer Data owned by the organization that posted it; recipients may see and rely on what you send them, so treat inter-organization messages like any other business correspondence.
• We may remove content, connections, or access where it breaches the Acceptable use section, and we act on abuse reports between connected organizations.

Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, including merchantability, fitness for a particular purpose, and non-infringement, except as a warranty is expressly stated in these Terms or cannot be excluded by law. We do not warrant that the service will be uninterrupted, error-free, or completely secure.

Limitation of liability

To the maximum extent permitted by law:

• Neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data (except for data restored from backups we maintain), even if advised of the possibility.
• Each party's total liability under these Terms is capped at the fees you paid to BTS for the service in the twelve (12) months before the claim, or USD $100 if no fees were paid.
• Nothing in these Terms limits liability that cannot lawfully be limited — for example, for gross negligence, willful misconduct, or a party's infringement of the other's intellectual property.

Indemnification

You will defend and indemnify BTS against third-party claims arising from (a) your Customer Data (including claims that sending it through your configured messaging, community posts, or inter-organization messages violated law), (b) your use of the service in breach of these Terms, or (c) your violation of third-party rights. BTS will defend and indemnify you against third-party claims that the service, as provided by BTS, infringes their intellectual property. Each side's duty requires prompt notice of the claim and reasonable cooperation; the indemnifying party controls the defence and settlement.

Governing law and disputes

These Terms are governed by the laws of the State of Arizona, USA, excluding its conflict-of-laws rules. The parties consent to the exclusive venue of the state and federal courts located in Maricopa County, Arizona for disputes. [[placeholder — arbitration clause if counsel elects arbitration instead of courts; the choice of courts vs arbitration is deliberately left to legal review]]. Either party may seek injunctive relief for IP or confidentiality breaches in any competent court.

Self-hosted licence

For self-hosted deployments, the JoeFlow software is licensed, not sold, to the operator for internal business use under the licence terms agreed with BTS (per-seat, per-year). The operator runs the software on its own infrastructure and is responsible for its own hosting, security, backups, and compliance in that environment; these Terms apply to the licence and to our support of it, with the hosting-specific disclaimers applying accordingly. Commitments that are specific to the cloud subscription — our hosting and availability operations, managed backups, platform-managed AI providers, and the data-processing role described in the Privacy Policy — do not extend to infrastructure the operator controls; on a self-hosted install, the operator is responsible for the data in its instance and for the privacy and security promises it makes to its own users and customers. Credit-based billing and the credit meter described above apply to the cloud subscription; self-hosted licensing is billed per the licence terms agreed with BTS instead.

Changes to these Terms

We may update these Terms. For material changes we will give at least 30 days' notice (in-app or by email to account admins) before they take effect; continued use after the effective date constitutes acceptance. The version and "Last updated" dates at the top of this page reflect the current Terms, and the change history appears at the bottom.

Notices

We may send notices to the email addresses associated with your account or through in-app announcements. You may send legal notices to BTS at [[placeholder — registered address for legal notices]], with a copy to [[placeholder — legal notices email]].

Assignment

You may not assign these Terms without our written consent, except to a successor in a merger, acquisition, or sale of substantially all assets (with notice). We may assign these Terms as part of such a transaction. Any prohibited assignment is void.

Entire agreement and severability

These Terms, the Privacy Policy, and any order or DPA you sign with us form the entire agreement about the service and supersede prior understandings. If a provision is unenforceable, the rest stay in force, and the unenforceable provision is reformed to the minimum extent necessary. A waiver of one breach is not a waiver of any other.

Contact

Questions about these Terms:

• Bespoke Tech Solutions, LLC (MyBTS.io)
• Notice address: [[placeholder — registered address for legal notices]]
• Contact: [[placeholder — support email]]